CITIZENS FINANCIAL GROUP, INC.
Consumer Complaints
There are over 6532 complaints on file for CITIZENS FINANCIAL GROUP, INC.. Dated between 2019-12-05 and 2011-12-05.
Complaints Page 22
2019-05-21
Bozeman, MT
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: I am in the process of applying for a mortgage loan. When my credit score was run on XX/XX/XXXX, it showed a derogatory account for a XXXX XXXX XXXX XXXX ( # XXXX ). A balance of {$9300.00} is showing for a student loan that I paid off. It should have a balance of {$0.00}.
After doing some digging, I discovered that XXXX XXXX XXXX out of Pennsylvania " owned '' this loan and has been attempting to collect on it since XX/XX/2013.
This loan originated with RBS Citizens. Account # XXXX -- XXXX. I called RBS Citizens Bank 's asset recovery department ( XXXX ). They verified that this loan was in fact paid off.
Using the app XXXX XXXX, I disputed this account.
Then on XX/XX/XXXX, I received a letter in the mail from a collection agency called XXXX XXXX XXXX in XXXX, ND ( XXXX ) asking me to pay the balance of {$9300.00} for a XXXX XXXX XXXX XXXX XXXX XXXX, with the account number listed as my social security number.
I have called repeatedly and left a voice message in an attempt to dispute this with them directly.
Company Response: Closed with explanation
2019-05-20
Audubon, PA
Managing an account
Checking or savings account: Checking account
Fee problem
Company Response: Closed with monetary relief
2019-05-20
Auburn Hills, MI
Managing an account
Checking or savings account: Checking account
Problem making or receiving payments
Company Response: Closed with explanation
2019-05-20
Andover, MA
Managing an account
Checking or savings account: Other banking product or service
Deposits and withdrawals
Company Response: Closed with explanation
2019-05-20
Indianapolis, IN
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I sent a partial mortgage payment of {$800.00} electronically through my XXXX XXXX account, that was accepted by Franklin American Mortgage Company on XX/XX/19. They still have not credited the money to my account or returned the money to me. They say that they can not locate my money because it was a partial payment. I have gotten a Proof of Payment from my bank and faxed, emailed, and sent by mail to them. They confirmed that they got the form but have stated that they need more information than that. I even spoke with XXXX XXXX and Franklin American Mortgage at the same time ( 3 way call ). Nothing was resolved. I have been given no answers. Now I am behind on my payments.
Company Response: Closed with explanation
2019-05-20
Lincoln, NE
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-05-19
Three Bridges, NJ
Improper use of your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Reporting company used your report improperly
Complaint: I went to XXXX XXXX on XX/XX/2019 for auto purchase and explored options for Auto Loan. They asked me to give my social security number for best rate, which I gave ( and any normal person will also give ).
Between XX/XX/XXXX ( Friday ) and XX/XX/XXXX ( Monday ), I recieved 11 hard enquiries on my credit report by banks. Moreover there multiple banks ( Citizens Bank, XXXX XXXX XXXX ) who made multiple hard enquiries for same reason within span of 1 working day.
My whole credit history was screwed up by them.
I spoke to Citizens Bank, they refused to me to remove any enquiry ( though both were made within 1 business day ) and asked me to speak to XXXX.
I further called up XXXX and they informed that XXXX XXXX can make even hundreds of enquiry on any bank multiple times and there is no obligation to stop them. I have recordings of my conversation and can provide them to authorities if required.
I feel I have been badly deceived by Citizens Bank, XXXX XXXX XXXX ( for multiple enquiries for same reason ), XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX and XXXX ( for making hard enquiries with explicit approval from me ) and XXXX for not hiding wrong doing by them and not removing incorrect, duplicate and unknown hard enquiries ).
Company Response: Closed with explanation
2019-05-19
Philadelphia, PA
Managing an account
Checking or savings account: Checking account
Banking errors
Complaint: Citizens Bank charges poor people at every chance. I opened my account on their app today to see while my account is in the black, they charged me {$30.00} Again. Yet today is Sunday XX/XX/2019 and the most recent {$30.00} charge is dated as tomorrow. They already owe me {$70.00} for forcing me into an overdraft without my permission. Now, in three days, MY Bank has stolen {$100.00} from me. I want MY {$100.00} back at once!
Company Response: Closed with monetary relief
2019-05-17
Bigmount, PA
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Company Response: Closed with explanation
2019-05-17
Philadelphia, PA
Problem caused by your funds being low
Checking or savings account: Checking account
Overdrafts and overdraft fees
Complaint: Last month, I prepaid my car insurance ( XXXX ) early. Then, they accidentally took the payment anyway ( again ). This overdrafted my account, causing {$70.00} in fees. These were EVENTUALLY replaced but I had to wait over a week for my own money. This month, again the account was too low when they attempted to take my payment for the first time. XXXX will retry if denied, without fees accessed. When I dialed Citizens Bank for help, they said, " We can apply for OD protection and/or a line of credit ''. Great!
So I thought. I was denied both ( surprise ) but charged {$35.00}. For the insurance. Then {$15.00} from an app was charged. I was not denied, simply charged another {$35.00}.
I expressly told Citizens that they do not have permission to pay out anything that I will be charged for. I'd like my {$70.00} back.
Company Response: Closed with monetary relief
2019-05-16
Garrett Park, MD
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: XXXX XXXX have a problem that should not be in place at this time. Over a year ago I inherited a house I currently live in from my brother-in-law. After his death, I honestly thought that I could afford a single family house in my 70s. The attached correspondence will prove that I have been in a modification position since last year. I have submitted every document requirement requested by Franklin American Mortgage Company. However, this financial institution filed a foreclosure action a XXXX-year old XXXX woman without considering her rights under the Fair Debt Collection Practices Act. I plan on filing a discrimination lawsuit unless this matter can be rectified quickly. I realize that my age has made things difficult, and I need to close out the estate of XXXX XXXX. However, I make the following alternative to the pending modification and illegal foreclosure process : 1 ) I will agree to sign over a deed-in-lieu to Franklin American Mortgage Company within the next 20-days, and agree to leave the premises known as XXXX XXXX XXXX, XXXX, MD XXXX within a reasonable time period.
2 ) I will accept {$7500.00} moving expenses disbursement after an inspection shows that I left the premises in move-in condition.
3 ) I will agree to sign off on any potential lawsuit pertaining to the current situation.
I would appreciate that the following attorney be contacted pertaining to the preparation of documents : XXXX XXXX XXXX XXXX. XXXX, XXXX.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX ( XXXX ) XXXX Thank you for your consideration in this matter and please respond back as quickly as possible.
Company Response: Closed with explanation
2019-05-16
Bayberry, NY
Problem caused by your funds being low
Checking or savings account: Checking account
Non-sufficient funds and associated fees
Company Response: Closed with monetary relief
2019-05-16
Penn Hills, PA
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-05-16
Orion Twp, MI
Managing an account
Checking or savings account: Checking account
Problem making or receiving payments
Complaint: I had a Citizens Bank Checking Account number XXXX.
I was subject to Identify Theft where my Checking Debit card was stolen! I notified the local police authority and immediately notified Citizens.
Because of the identity theft, no fault of mine own, Citizens arbitrarily and capriciously closed my checking account!
I then notified the Corporate Offices of Citiizens who advised my account should not have been closed and to go into my local branch and reopen it! I have attempted this without success!
Company Response: Closed with explanation
2019-05-16
Fertility, PA
Opening an account
Checking or savings account: Checking account
Didn't receive terms that were advertised
Company Response: Closed with monetary relief
2019-05-15
Audubon, PA
Managing an account
Checking or savings account: Checking account
Fee problem
Company Response: Closed with monetary relief
2019-05-15
Audubon, PA
Managing an account
Checking or savings account: Checking account
Fee problem
Company Response: Closed with monetary relief
2019-05-15
MA
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Complaint: Deposited {$40000.00} at Citizens Bank in XXXX, MA, Saturday, XX/XX/2019 on a check written on a XXXX account from a large foundation to my non-profit organization, XXXX XXXX XXXX. I was told that the funds would be on hold until today, Wednesday, XX/XX/2019.
When I went to withdraw the funds today, I was told by Citizens Bank that they were placing a hold on my account until XX/XX/2019 based on non-verification and release of funds from XXXX When I went to XXXX today, they gave me a written document showing that the funds had been released to Citizens on Monday, XX/XX/XXXX.
When I returned to Citizens today, I was told that they could not correct it or release the funds. The Regional Manager has been told about this and is supposed to contact me, but has not.
Company Response: Closed with explanation
2019-05-15
Warren, RI
Written notification about debt
Debt collection: Other debt
Didn't receive enough information to verify debt
Complaint: I opened a HELOC account with Citizens bank XXXX. When I opened the HELOC, I was told that by opening a checking account and Overdraft protection ( ODP ) account, I could lower the HELOC interest rate and chose to open both of these accounts XXXX as well. Every month I transferred {$250.00} from my XXXX checking account to my Citizens checking account, and established an automatic monthly transfer from the Citizens checking account to the HELOC. I did not use the Citizens checking account for any other purpose and never made any withdrawals ( other than the HELOC payment from it ). I monitored my Citizens account on-line and by using the Citizens App. Both on-line portal and the App told me that I had a {$0.00} balance for my ODP - One Deposit Checking Account until XXXX ( more on that below & screen captures available or uploaded to this complaint ). I did receive statements periodically however, all of the paper statements arrived in large font with lines that ran off the page making them essentially illegible.
I received a phone call that asked me to contact Citizens bank about an urgent notice and stopped at a branch close to work on Thursday, XXXX. During that visit, I paid the balance owed on my HELOC and learned for the first time that the Citizens bank ODP account had a {$1000.00} payoff amount. I showed the teller that according to the Citizens App, my ODP account had a {$0.00} balance and made a screen capture for my records. The teller gave me a phone number to contact however, between work responsibilities and being transferred to other departments at Citizens, I didnt talk with an actual person that could help me until Saturday XXXX. On XXXX I spoke with XXXX ( employee # XXXX ) who stated that he was a Manager within the Citizens bank collections department. During that conversation, I learned that my account was in good standing until XX/XX/2017. XX/XX/2017 XXXX transferred {$250.00} to my Citizens checking account however because this was a Friday, it wasnt processed by Citizens before my statement went out the following week resulting in a late payment fee. I told XXXX that if I had known about the late payment fee, I would have paid it and mentioned that both the on-line portal and Citizens app showed a {$0.00} balance on my ODP account. XXXX told me that he could not help me and that I owed the payoff amount. Later that day ( XXXX ) I checked the Citizens App again and it had been corrected to show the payoff amount on my ODP account. I have a screen capture of my Citizens App from XXXX to show this change and dont believe it is a coincident that the App was updated the same day I spoke with XXXX. I have tried on several occasions to download a statement from the Citizens on-line portal and have multiple screen captures ( including one from today XXXX ) that state Failed to load your request. Please try again.
I reviewed transactions on the Citizens App that I can see today from XXXX back to XXXX and it appears that Citizens has been charging me around {$33.00} per month and transferring payment from my Checking account ( payments that I thought were going towards the HELOC ). I havent been able to read my statements but assume these fees and finance charges go back to XX/XX/2017 ( 18 months x $ XXXX = {$590.00} ). Additionally, Citizens bank is claiming that I am more than 30 days past due on payment.
As far as I am aware, I have made every payment on time. I only became aware that I owed anything on XXXX and both primary means that I could have tracked this ( online portal and Citizens App ) were reporting a {$0.00} balance until I reported it to XXXX at the Citizens bank collections department on XXXX.
I do not believe that I should owe Citizens bank anything but will pay the original late payment fee from XX/XX/2017 ( I understand this was a {$10.00} fee ). I request help to waive ALL other fees and finance charges since XX/XX/2017 and reimbursement for ALL fees and finances charges that I have already paid. Additionally, I request help to clear the 30 day past due claim that Citizens has levied to my credit report.
I served honorably in the XXXX XXXX for more than 24 years before retiring XXXX. I pay my debts on time and value my credit rating. Any help that the Consumer Finance Bureau can provide is GREATLY appreciated.
Company Response: Closed with monetary relief
2019-05-15
MI
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Franklin American Home Loans did provide me with a loan ownership transfer notice nor did the new servicer, Citizens One Home Loans. I found out about this today when I went to make my mortgage payment and was unable to access my account. I then wait 1 hour and 23 minutes on hold while calling Citizens to obtain my new account information. Extremely poor service from both lenders.
Company Response: Closed with explanation
2019-05-15
Amherst, NY
Problem with a purchase shown on your statement
Credit card or prepaid card: General-purpose credit card or charge card
Card was charged for something you did not purchase with the card
Company Response: Closed with explanation
2019-05-14
Boston, MA
Managing an account
Checking or savings account: Checking account
Problem using a debit or ATM card
Complaint: Citizens Bank ( Citizens Bank is a brand name of Citizens Bank, N.A. ( NMLS ID # XXXX ) decided to reissue my debit card because they were informed that a merchant I used in the past may have been prone to a data compromise. I received this information in a letter date XX/XX/XXXX, so I called on XX/XX/XXXX to learn more.
Citizens refused to provide me with information as to who the merchant was and whether or whether not my account was compromised. They told me that information was confidential, and they are not obligated to share that information with me, their customer.
As they acted on information related to my account, I dont see how this information could be considered confidential and not shared with me, the customer. The Citizens representative said that they were trying to protect me by being proactive, which I appreciate, however I again wasnt given any information as to where this potential data breach happened.
I was then told that Citizens doesnt want customers calling merchants and accusing them of not adequately securing their transaction data. I noted that seems like Citizens is trying to protect itself, not the customer.
If a merchant that I used was compromised and shared that information with Citizens, I should be able to also receive that information, so I can choose not to use that merchant going forward. Withholding information from its customers is a serious issue for Citizens and my hope is that you can help address this action.
Company Response: Closed with explanation
2019-05-14
Buckeye, AZ
False statements or representation
Debt collection: I do not know
Indicated you were committing crime by not paying debt
Company Response: Closed with explanation
2019-05-14
PA
Managing an account
Checking or savings account: Checking account
Banking errors
Complaint: My name is XXXX XXXX XXXX. On XX/XX/2019 Citizens Bank processed a Debit Memo transaction in the amount of {$790.00} from my checking account and applied monies to my mother 's, XXXX XXXX, checking account ending in XXXX on the same day without my authorization or consent.
Furthermore, Citizens Bank added my name unto my mother 's checking account without my knowledge. I never signed any form added myself to the account. The XXXX at XXXX XXXX, XXXX, had my mother sign my signature on the document.
On XX/XX/2019 I went to the XXXX XXXX, located at XXXX XXXX XXXX, XXXX, PA XXXX and spoke with XXXX XXXX, XXXX ID # XXXX, XXXX XXXX and explained to her the above mentioned and requested a full refund of {$790.00}. XXXX insisted that I was on my mother 's account but did not provide any documentation supporting that. In addition, I stated that my account and my mother 's account are not linked together to support the Debit Memo. Furthermore, because if this error caused by Citizen 's bank my mother was charged {$410.00} additional overdraft fees.
XXXX XXXX, informed me that she has to speak to her supervisor, XXXX XXXX, XXXX ID # XXXX, for authorization because she has only been in her position for 3 months. She confirmed that with 2 business days I should hear from Citizens Bank and/or see the funds redeposited in my checking account. I didn't receive any credit or hear from Citizen 's Bank.
On Friday, XX/XX/2019, I met with XXXX XXXX, XXXX Site XXXX XXXX at the XXXX XXXX. I provided him with the same information and requested a full refund. XXXX could not provide me with any documentation suporting the banks actions and refused to compromise a solution.
I requested to close out my checking account. At the time he said he could not close the account that there was 3 transactions pending. I stated to keep the funds needed to cover the transactions and he refused to. XXXX said, " Come back tomorrow to close your account. '' " Also you don't have to come back to the XXXX branch, you can go to another Citizen 's Bank branch to close your account. ''
Company Response: Closed with explanation
2019-05-14
Amherst, NY
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation