CITIZENS FINANCIAL GROUP, INC

2019-09-03

Medford, MA

Wrong amount charged or received

Money transfer, virtual currency, or money service: International money transfer

Company Response: Closed with explanation

Timely Response

2019-08-31

San Jacinto, CA

Struggling to repay your loan

Student loan: Private student loan

Can't temporarily delay making payments
Complaint: I had a private student loan with Citizens Bank which was being serviced by XXXX. Evidently the amount of time I can have in deferment had reached its maximum time even though I am still in school and ALL other private and federal loans were in deferment. XXXX closed out my student loan and sent back to Citizen Banks without notifying me of this. XXXX did state I was qualified for a temporary 3-month forbearance and then would have to make payments but I was not notified or informed of this. Citizens Bank charged-off the account and has refused to allow me to make payments as requested. Citizens Bank has refused to put anything in writing. XXXX record was sent to online inbox which is unmonitored and I never received a copy mailed to me and both Citizens Bank and XXXX have refused to show proof that I was mailed letter of account status. Citizens Bank has wrongfully places charged-off on credit reporting agencies. This matter has been referred to California Attorney General and Depart of Education for formal complaint. I have filed complaints with credit reporting agencies and this issue has been sent to legal representative for review.
Company Response: Closed with explanation

Timely Response

2019-08-31

San Gabriel, CA

Attempts to collect debt not owed

Debt collection: I do not know

Debt was paid
Complaint: To whom it may concern, I received a collection notice with the amount of {$2900.00} from a collection company called XXXX XXXX XXXX saying that they represent Citizens Bank. With the file number of XXXX. They offered me to pay 9 monthly payment of {$98.00}. However, I used to have a Citizens bank account which was paid off on XX/XX/2017 according to my XXXX report. And the account with Citizens bank is XXXX. I also checked my credit report that shows my Citizen bank education account was paid off already. I had tried calling this company with no person picking up the phone.
Company Response: Closed with explanation

Timely Response

2019-08-30

Detroit, MI

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2019-08-29

Fritztown, PA

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Deposits or withdrawals
Company Response: Closed with explanation

Timely Response

2019-08-29

Broomall, PA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-29

Woonsocket, RI

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with explanation

Timely Response

2019-08-29

OH

Problem when making payments

Payday loan, title loan, or personal loan: Personal line of credit

Complaint: I was shopping rates to refinance an existing personal loan. Citizen bank offered me a better rate then I currently had an XXXX then began my due diligence around executing the loan. One element I was investigating was around the timing of loan disbursement and first payment due date. I scheduled my final payment with my current lender XX/XX/2019 and did not want to have my first payment due with Citizen in the same month as to avoid me paying a XXXX payment to my current lender and XXXX to my new lender ( Citizen ) in the same month. As a step to mitigate a potential double XX/XX/XXXX payment for me to two lenders I called Citizen regarding first payment due date. Via this call I was told the following and referred to the Truth In Lending Disclosure Form : 1. The billing department told me that the first payment due date would between 30 60 days 2. Bank policy was to allow the system to auto generate a first payment due date 3. Once the system auto generated the first due date then I could change the date within that 30 60 day window to fit my financial needs 4. I was weary as this was being told to me verbally, I stated I wanted to see that in writing, in which then I was then referred to the Truth In Lending Disclosure Statement a. Disclosure Verbiage : i. Your exact payment due date will be set by us. Your payment will be due on a monthly basis beginning 30-60 days from when the loan is disbursed. You will receive a communication via mail or email to let you know when your payments are due. 5. After reading that section ; although, not as explicit as I wanted as it does not mention changing Due Dates I felt that the bank representative was being truthful and the section did corroborate the 30 60 day window mentioned to me on the phone 6. My Interpretation was that I would execute the loan and the first payment due date would be auto generated, I would then contact the bank to adjust the due date within that 30 60 day window Complaint : 1. First Part Citizen will not change my first payment due date as I had been previously instructed it would a. When I called to change the first payment due date I was told that was no problem but a change form/case had to be submitted and it would take a few days to update in the system b. I just called today to confirm my first payment due date was XX/XX/2019 c. I was told that my change form/case was rejected and that my first payment is due XX/XX/2019 d. I was instructed that my only recourse was to cancel my auto pay, pay on XX/XX/XXXX, and suffer the ramifications of late fees and being reported to credit bureau, and a .25 % increase in my APR 2. Second Part a. I was told that payment dates can only be changed within a 15 day window only after making the first payment per bank policy b. That information was not included : i. Truth In Lending Disclosure Statement ii. Nor was it told to me by the bank during the application process iii. In fact, it is completely contradictory to : 1. What the bank verbally relayed to me 2. The 30 60 day verbiage in the actual Truth In Lending Disclosure Statement c. Resolution : i. All I want is for the bank to honor our verbal agreement and set my first payment due date toXX/XX/2019 XX/XX/2019
Company Response: Closed with explanation

Timely Response

2019-08-28

Gloucester City, NJ

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: On XX/XX/XXXX, I went to make a deposit in my Citizens Bank account. The teller told me I had 4 overdraft charges after my car insurance came out. My account was short {$1.00} to cover the total of the insurance. When I checked my transactions on my online banking, I had an overdraft charge the next day for {$35.00} and then {$30.00} every three days after for a total of {$90.00} in sustained overdraft fees plus the {$35.00} initial. I called the bank to ask to be reimbursed because I received no notification my account was overdrawn nor was I aware that there was a sustained overdraft fee. I was denied being reimbursed after speaking with 2 managers. I did a quick search and discovered that a class action lawsuit was filed in 2017 regarding the sustained overdraft fee and the court ruled that it was in violation of the National Bank Act. I can't believe the company is still doing this after this lawsuit and no body cared.
Company Response: Closed with explanation

Timely Response

2019-08-28

Manchester, NH

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
Complaint: Multiple charges on my Citizens Bank Debit card was done today on XX/XX/19. Five charged for {$4.00} to unknown as of right now, one charge for {$7.00} to " XXXX '', two charged of {$79.00} and {$16.00} to " XXXX XXXX '' and one final charge for {$14.00} yo " XXXX XXXX XXXX ''. One other charge for {$390.00} was declined, and was alerted to me by the bank earlier this morning. The card was not stolen, but these charges were still done. I alerted the bank, but a friend of mine told me to take an extra step and address this to the consumer protection bureau, as well as the police.
Company Response: Closed with monetary relief

Timely Response

2019-08-27

Warren, RI

Opening an account

Checking or savings account: Checking account

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

Timely Response

2019-08-27

Philadelphia, PA

Closing an account

Checking or savings account: Savings account

Can't close your account
Company Response: Closed with monetary relief

Timely Response

2019-08-27

Advertising and marketing, including promotional offers

Credit card or prepaid card: General-purpose credit card or charge card

Confusing or misleading advertising about the credit card
Company Response: Closed with explanation

Timely Response

2019-08-26

Orion Twp, MI

Struggling to pay your bill

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company won't work with you while you're going through financial hardship
Complaint: Its almost been a year since I first contact Citizens bank to look into this issue. Weeks ago I repeated the process. From the time of the complain until now my girl friend has XXXX her XXXX XXXX in the hospital. Despite all these happening Citizens bank has taken no action. I want to plead that Citizens bank should take action on working with me as a victim of a fraud scenario.
Company Response: Closed with explanation

Timely Response

2019-08-26

Bronx, 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
Complaint: My Debit card is been compromised multiple times over the month, someone is purchasing with my card even right after I activate my card or right after I use it in some stores/grocery near my house.
Company Response: Closed with explanation

Timely Response

2019-08-26

Santa Ysabel, CA

Opening an account

Checking or savings account: Checking account

Account opened as a result of fraud
Complaint: XXXX account for and account not opened by myself.
Company Response: Closed with explanation

Timely Response

2019-08-26

Beckers Corners, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-26

Attica, MI

Attempts to collect debt not owed

Debt collection: Auto debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2019-08-26

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem while selling or giving up the vehicle
Company Response: Closed with explanation

Timely Response

2019-08-26

Carver, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Summary of issue: Franklin American wrongfully paid XXXX XXXX XXXX, a company that I do not have an account with, for home insurance over a month after we closed on our home when I already purchased and paid for home insurance with XXXX on the closing date. I was not made aware of this until I received a letter stating I needed to request a refund from my prior insurance carrier in XX/XX/XXXX. Confused, I called Franklin American and learned that my net escrow balance was extremely low ($XXXX) and my mortgage payments were increasing from $XXXX to $XXXX. Upon further investigation, I learned that Franklin American negligently paid XXXX XXXX $XXXX on XX/XX/XXXX for home insurance XXXX- XXXX (we bought our home on XX/XX/XXXX). This was negligent because I paid the XXXX XXXX XXXX premium when we closed on our house on XX/XX/XXXX. We have NEVER had an account with XXXX XXXX XXXX, but Franklin American paid them $XXXX and cannot explain how this happened. They have asked that I request a refund from XXXX on multiple occasions, but because I have never had an account with this company there is absolutely no information in their system to be able to take part in this process. The company has been “investigating” for nearly 2 months now, and my mortgage payments are set to increase dramatically in XX/XX/XXXX. I have requested they send certain documentation to XXXX to resolve this issue and for supervisors to call me back, but the company has been negligent on multiple occasions (outlined in greater detail below) and this has forced me to take many hours out of my day to try to resolve this issue before my mortgage dramatically increases (in error) in XX/XX/XXXX. To this date, there is still no resolve of this issue.Below are dates and Notes of Correspondence from all contact with Franklin American:XX/XX/XXXXAfter receiving several notices for payment from XXXX XXXX XXXX (our home insurance company, which is the only home insurance company we have used for our home since purchasing it on XX/XX/XXXX), I emailed Franklin American to ensure they would make this payment by its due date. On XX/XX/XXXX, I received an email that it would be paid by the due date of XX/XX/XXXX. However, it was not paid until XX/XX/XXXX. XX/XX/XXXXI received a letter in the mail from Franklin American stating I needed to request a refund from my prior insurance carrier in order to prevent a shortage in my escrow account. I did not receive this letter until XX/XX/XXXX because I was away on my honeymoon. XX/XX/XXXXI spoke with XXXX from Franklin American, who said Franklin American had to put a lenders place policy into effect because the broker at closing “probably didn’t send over the XXXX XXXX policy information.” XXXX said that Franklin American opens their lenders place policies with a company called XXXX, and told me my policy number was XXXX********. I asked why I never received anything in the mail from them about this, and he said he wasn’t sure. He told me to send my XXXX XX/XX/XXXX-XX/XX/XXXX policy information over to keep with my records, and recommended I file a refund with XXXX XXXX to have this money put back into my escrow account. XX/XX/XXXXI faxed Franklin American my XXXX XX/XX/XXXX- XX/XX/XXXX coverage information, along with the letter from Franklin American dated XX/XX/XXXX stating I needed to request a refund. XX/XX/XXXXI spoke with XXXX from Franklin American to confirm that Franklin American received my fax and were processing the refund. She eventually transferred me to her supervisor, XXXX. I was informed that I never had an account with XXXX, nor a lenders place policy. On XX/XX/XXXX, Franklin American paid $XXXX to XXXX XXXX, policy #XXXX********. I was told I needed to ask XXXX for a refund. I never had an XXXX home insurance account, and this policy number is not connected to anyone in the XXXX XXXX system. Therefore, it was not possible to request a refund. I was also told that the increase of $XXXX in monthly payments was due to increased taxes and insurance, which is not the case. XX/XX/XXXXMy independent insurance agent contacted Franklin American after I shared news of my prior phone call and spoke with XXXX (ID #XXXX). Her notes are as follows:Spoke with XXXX @ Franklin Mortgage ID #XXXX- they advised the insured that her escrow is low and that her mortgage payment is going to go up due to payment they sent to XXXX in the amount of $XXXX on XX/XX/XXXX. Advised XXXX that ht e insured was never with XXXX for her new home located at ***********. I asked for a copy of the cashed cancelled check. XXXX researched this and come to find out that check was never cashed. Confirmed also with XXXX that the insured did have an active policy with XXXX with no lapse in coverage from XX/XX/XXXX and XX/XX/XXXX and continuous coverage effective XX/XX/XXXX and current effective today. Also the insured sent them proof of coverage on XX/XX/XXXX for the XX/XX/XXXX and XX/XX/XXXX policy term. Franklin Mortgage Tele #XXXX loan #********.XX/XX/XXXXSent email to Franklin American, Reference # ********:Hello, I was supposed to receive a credit to my escrow for $XXXX for an insurance policy that did not exist with XXXX that I was billed for. The check was never cashed and I already had an insurance policy with XXXX that has never lapsed since buying this home in XX/XX/XXXX. My agent was advised by XXXX #XXXX that this would be credited to my account by today but I do not see this has transpired and would like to inquire. Thank you.XX/XX/XXXXReceived email from Franklin American, Reference # ********:Loan Number ******* Dear Borrower, Thank you for your recent inquiry regarding your mortgage loan. Please be advised the check can not be stopped as we confirmed XXXX XXXX XXXX has cashed the funds on XX/XX/XXXX. Please contact a representative at (XXXX) XXXX XXXX to request the funds be refunded directly to you...XX/XX/XXXX (XXXX XXXX)I spoke with XXXX, ID #XXXX (extension XXXX***) to follow up to the email I received.XXXX said there was no way to know if XXXX cashed the check because Franklin American sends bulk payments to XXXX. I asked to speak with her supervisor. She said her supervisor would call me back either today (XX/XX/XXXX) or the next day at the latest. I never received a return phone call. XX/XX/XXXXMy independent insurance agent contacted Franklin American and spoke with XXXX XXXX. Her notes are as follows:The insured received email from Franklin Mortgage re: the $XXXX was sent to XXXX and was cashed on XXXX. Franklin mortgage stated that she needs to request a refund from XXXX....Spoke with XXXX Customer Service XXXX XXXX - she researched the payment and found that the money was applied to another insured....She stated that the insured needs to contact Franklin Mortgage and they need to send something on their letter head to XXXX stating that the payment was not intended for that insured and that it was their mistake and the payment was intended for ****....the payment of $XXXX was sent to the wrong Company it should have been XXXX.XXXX XXXX XXXXMy independent insurance agent contacted Franklin American and spoke with XXXX. Her notes are as follows:SPOKE WITH XXXX @ FRANKLIN MORTGAGE REQUESTING THAT THEY SEND A LETTER TO XXXX ON THEIR LETTER HEAD INDICATING THAT THIS WAS THEIR ERROR AND THE MONEY THAT WAS CASHED BY XXXX ON XX/XX/XXXX IN THE AMOUNT OF $XXXX WAS NOT INTENDED FOR THE POLICY THAT IT WAS APPLIED TO....XXXX STATED THEY WILL SEND A LETTER OVERNIGHT TO XXXX WITHIN 24 HOURS. THEY DO NOT PUT INSURED’S NAMES ON BULK CHECKS THEY ONLY LIST POLICY #’S.XX/XX/XXXXMy independent insurance agent contacted Franklin American and spoke with XXXX.. Her notes are as follows:Spoke with XXXX @ Franklin Mortgage re: XXXX has not received the letter they were suppose to overnight on XX/XX/XXXX per XXXX she does see that there is open research on this....she stated she cannot get into account details with me, she could only discuss the insurance end of it and advised me to have the insured call them. She could not confirm with me whether or not the letter was sent. She kept mentioning double payments I told her there were no double payments your Company (Franklin Mortgage) made a mistake and it needs to be resolved.XX/XX/XXXXI spoke with XXXX. She said no letter was drafted or sent, but that that they did call XXXX since Tuesday and found out XXXX refunded the $XXXX in XX/XX/XXXX. She asked if I remember getting a check in the mail, to which I asked how that would have happened if I didn’t have an account with them. She said Franklin American probably gave XXXX my information to send me the check, which I said is a violation of my privacy because they shouldn’t be giving my information out to companies I don’t have business with, ESPECIALLY not to send large checks of money I know nothing about. She couldn’t tell me if the check was sent to my house for sure. Her resolve going forward was to recommend we ask XXXX to send me another refund check so I could then deposit it into my account. I asked why this should fall on me when Franklin American is responsible for this error in sending $XXXX to an insurance company I have never had an account with. She told me Franklin American didn’t necessarily make a mistake but it may look that way according to the notes. I asked to speak to a supervisor. XX/XX/XXXXI spoke with XXXX, supervisor. Extension XXXX*****. He sent an email to insurance department to open up line of communication and ask that insurance money be refunded to escrow (which is what we’ve been asking for for over a month now). I said a call was placed on Tuesday asking for a letter to XXXX on Franklin letterhead stating their error and asking for a refund. XXXX did not see any information on letter sent out either. He sent an email to Franklin American’s insurance department about letter that needs to be sent to XXXX so we could put the refund directly back into my escrow account. I don’t know why Franklin can’t just cover that money until it is returned so my payments won’t go up by $XXXX each month until it is resolved but I was so annoyed at this point I didn’t think to ask. He said if I wanted to just pay what we usually pay while this is being investigated, Franklin can apply “manual payments” for a lesser amount until they finish research but I would need to call about this and ask them to refer to notes in system from Friday (XXXX states this is okay in the notes). Will also waive the $XXXX phone payment fee (noted in the notes). More work for us. They’ll probably screw that up too. I said I would follow up later this week to see if anything has transpired.
Company Response: Closed with explanation

Timely Response

2019-08-23

PA

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: I have both a checking and savings account with Citizens bank in XXXX XXXX, PA. On XX/XX/XXXX, a charge of {$320.00} was 'pending '. There were 4 other, much smaller charges cleared after that. I was charged a {$35.00} overdraft for all 4 of them, even though the funds were technically still in my account! On XX/XX/XXXX the {$320.00} cleared, and I was charged another {$35.00} overdraft fee for that item!! A bank can not charge me overdraft fees for items I have the money to cover, while withholding {$320.00}, then charge me an overdraft fee for that charge when it clears!! They had already " held '' and accounted for that transaction!! This is absolutely horrible business!!! I demand either the first 4 fees reversed, since the funds were technically still in my account to cover them, or at the very least, I demand the last fee reversed, the one charged for the {$320.00}! This is simply the worst business practice I've EVER witnessed!
Company Response: Closed with monetary relief

Timely Response

2019-08-23

Boston, MA

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: Citizens Bank overdraft policy " it's up to the discretion of the bank '' that is the explanation given by someone in the chairman 's office. This makes it impossible for the average person to understand when an overdraft will occur. In the past six months I was overstaffed even when I opted out of the program Credit card payments made within 30 seconds of each other one was paid one was initially paid but returned 2 days later. Money spent on games can be denied but after an hour allowed Bank charges {$6.00} per day while account is overdrafted Several Payments made have been charged overdraft fee and a returned payment fee when they are retroactively returned Payment types can be denied one month allowed the next month Scheduled payments like newspaper subscription always allowed. The overdraft policy of " it's up to the discretion of the bank '' means the rules are fluid and not predictable. My XXXX makes me impulsive and the fluid rules make it harder to manage money. The end result is the bank collects hundreds of dollars each month. I haven't changed banks because I was trying to solve problems as a customer but with overdraft occurring even when i opt out of program I have no choice but to find another bank of keep money under mattress. Clearly the fluid rules that change from month to month make it impossible to manage overdraft and the daily overdraft account feed only add to the banks take from my pension.
Company Response: Closed with explanation

Timely Response

2019-08-22

Yeagertown, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-22

Westfield, NJ

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Funds not handled or disbursed as instructed
Company Response: Closed with explanation

Timely Response

2019-08-22

Santa Ysabel, CA

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Complaint: These credit inquiries are unauthorized and need to be removed from my credit report immediately.
Company Response: Closed with explanation

Timely Response