CITIZENS FINANCIAL GROUP, INC.

2019-05-29

Bayberry, NY

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with monetary relief

Timely Response

2019-05-28

Barnsboro, NJ

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with monetary relief

Timely Response

2019-05-28

Elyria, OH

Closing an account

Checking or savings account: Other banking product or service

Can't close your account
Company Response: Closed with explanation

Timely Response

2019-05-28

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Company Response: Closed with monetary relief

Timely Response

2019-05-28

Monroeville, PA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Company Response: Closed with monetary relief

Timely Response

2019-05-28

Unity Plaza, CT

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-27

Gwynedd, PA

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2019-05-27

So Effingham, NH

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I signed up for a Citizens bank Platinum checking in the middle of XXXX after receiving a flyer in the mail advertising a {$400.00} bonus for opening said account and making a direct deposit within 60 days. I met ALL requirements, including going to the exact link provided on flyer, entering the code, and direct depositing well above the required amount within 60 days as stated. It said in the fine print that the {$400.00} bonus would be paid within 90 days after the direct deposit. The direct deposit posted on XXXX, and it has now been over 100 days and still no bonus paid. I called several times and keep getting the runaround. They keep saying over the phone that I met the requirements, but unsure why it hasn't been paid out. And that they'll investigate and call me back, but they don't. I have attached photos of both sides of the flyer I received down below. Any help you could provide would be greatly appreciated. Thanks so much, XXXX XXXX
Company Response: Closed with monetary relief

Timely Response

2019-05-26

Palmerton, PA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2019-05-26

Orion Twp, MI

Problem with a company's investigation into an existing issue

Credit reporting, credit repair services, or other personal consumer reports: Other personal consumer report

Was not notified of investigation status or results
Complaint: Citizens Bank requested a hard Credit Inquiry without my consent
Company Response: Closed with explanation

Timely Response

2019-05-24

Gloucester City, NJ

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: I purchased a vehicle in XXXX of 2018 and took a loan through the car dealership. The loan was issued through Citizens One, XXXX RI. In an effort to pay down the loan quicker, I set up weekly payments of {$250.00} marked PRINCIPAL ONLY. However, the Loan Company CONTINUES to deduct interest payments against the {$250.00} ADDITIONAL PRINCIPAL ONLY payments. I have called them repeatedly asking that they cease this activity and that they refund back to principal all of the interest payments they took. To date, this STILL has not been done. If you request a supervisor, you are told none are available. They owe me all of the interest payments they stole and are refusing to apply them against the principal.
Company Response: Closed with explanation

Timely Response

2019-05-24

Barrington, RI

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with explanation

Timely Response

2019-05-24

Niverville, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: My mother, XXXX years old, impaired, was a victim of fraud. She went to Citizens and had them attempt a wire to the fraudster. The wire failed, and Citizens knew the reason for failure was high suspicion on fraud as noted by their fraud agent. It was an attempt to wire to a XXXX year old man, whos account was just frozen. Further, they sent this wire, with my mother name and with my name ( now exposing me to this fraudster ). I am a co-signer on her account. They never told my mother of suspicion of fraud, and as she thought they just couldnt do what she thought she needed done ( dire need she was lead to believe to help her grandson ), and she preceded to withdraw her life savings in two {$25000.00} increments. Her initial visit to Citizens was on XX/XX/2019. Follow on visits twice to make these large withdrawals on XXXX and XX/XX/XXXX or there abouts, and at no time did Citizens help or advise her of fraudulent activity against the elderly. At no time did they contact me though, they had no issue putting my information on the attempted wire without my permission. My mother went down the street and made the wires unfortunately. She had never touched her savings before, never did these kinds of withdrawals, never did a wire. Citizens should have been forthright with the info on the attempted wire to alert her or call me to avoid what apparently was obvious fraud to the bank.
Company Response: Closed with explanation

Timely Response

2019-05-24

Sylvania, OH

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-24

Brockton, MA

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with monetary relief

Timely Response

2019-05-23

Edgemoor, DE

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Difficulty submitting a dispute or getting information about a dispute over the phone
Company Response: Closed with explanation

Timely Response

2019-05-23

CT

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: This complaint is against Citizens Bank of Rhode Island, regarding my checking account ending in XXXX, and an unauthorized E-Check number XXXX ( copy attached ), dated XX/XX/XXXX for {$9700.00} posted on XX/XX/XXXX for which they withdrew funds from my account to make payment to the unauthorized maker of the E-Check. On XX/XX/XXXX I discovered this fraud and Citizens acknowledged same on XX/XX/XXXX. For seven months I have been in constant contact by telephone and letter with Citizens, and they persist in refusing to restore the fraudulently disbursed funds. I filed a complaint through the Office of the Comptroller of the Currency ( complaint # XXXX - copy attached ) which Citizens has acknowledged, but failed to answer ( reference Citizens Letter of XX/XX/XXXX and my letter of XX/XX/XXXX ). Additionally, XXXX has failed to provide information relating to the identity theft that was perpetrated by the unauthorized maker of the E-Check ( reference my letter of XX/XX/XXXX ), Citizens responded with routine bank statements. Citizens has not complied with the requirements of 12 CFR Part 1005, they did not credit my account within 10 days of notification, and have taken longer than 90 days to complete their investigation. Additionally, Citizens has not complied with the FTC Fair Credit Reporting Act Section 609 ( e ) - copy attached. I respectfully request that CFPB direct them to comply with the law, inclusive of them paying me interest ( starting at XX/XX/XXXX paid at their prevailing personal loan rate ) since their gross failure to comply with the 10 day stipulation of the law has prevented me from using ( or investing ) my funds. I strongly suggest that CFPB also audit Citizens specific to compliance with " Regulation E '' as their customer service staff and management either do not have qualification or willingness to adhere to law.
Company Response: Closed with explanation

Timely Response

2019-05-23

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Company Response: Closed with monetary relief

Timely Response

2019-05-22

Audubon, PA

Managing an account

Checking or savings account: Checking account

Cashing a check
Company Response: Closed with explanation

Timely Response

2019-05-22

Brookline, MA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-05-22

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2019-05-22

East Liberty, PA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-05-21

Middletown, RI

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2019-05-21

Berthoud, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: When shopping for a home loan, one of my criteria is that the mortgage company would have a bi-weekly or twice-monthly payment plan that accelerated the payoff of the loan, and saved considerable interest, by crediting interest savings from the split payments. The loan officer representing Citizens One bank stated his bank had such a plan. He even documented how the plan would work in explicit detail in an email message. However, when the payments were made bi-weekly, starting in XX/XX/2019, reconciling mortgage statements with the amortization schedule provided at closing, it was apparent that the payments they were not being applied as expected given the documented explanation of the loan officer employed by Citizens One. What happens is that Citizens One buffers the payment until the due date and applies the split payments as one payment. So, there is no accelerated payoff from this aspect of the program. By making bi-weekly payments, there are two months of the year where three payments are made, amounting to an annual principal deduction equivalent to one monthly payment. The interest savings and payoff acceleration from this aspect of the program are inconsequential. After unsuccessfully trying to resolve this will the loan officer and Citizens One phone representatives, the loan officer transferred the complaint to the Citizens One Office of the Chairman, and I lodged a complaint with the XXXX XXXX XXXX in XXXX. I provided the representative of the Office of the Chairman with a detailed accounting of the problem in a document that included the loan officer 's explanation. The representative responded via hard copy mailed on XX/XX/2019, and via a XXXX response on XX/XX/XXXX. In her response, she stated that the payment plan does not process payments in the manner explained by their loan officer, and I would not realize the accelerated payment or interest savings as expected. However, she did not directly acknowledge that the loan officer misrepresented the payment plan. This leads me to believe that the loan officer will continue to misrepresent the payment plan, and so this complaint to the CFPB. I will provided to the CFPB the documentation provided to the Citizens One Office of the Chairman as an attachment. It is my belief that Citizens One is an untrustworthy mortgage company and should be investigated for this misrepresentation.
Company Response: Closed with explanation

Timely Response

2019-05-21

GA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Purchased a home on XXXX XXXX with XXXX XXXX the mortgagee, loan was sold to XXXX XXXX in XX/XX/XXXX. Original amount XXXX and change was original note. In XX/XX/XXXX, Mortgage payment increases to XXXX with no explanation for increase. Upon investigating and many hours of phone calls it was discovered that insurance company ( XXXX XXXX ) double billed mortgagee and they paid it without checking that it was already paid., instead they penalize the mortgagor. Bottom line is mortgagee is so big the left hand doesn't know what right hand is doing, and they fail to admit their mistake. The mortgagee also wouldn't accept original payment amount, they called it a short payment, all documents have already been sent to mortgagee
Company Response: Closed with explanation

Timely Response