CITIZENS FINANCIAL GROUP, INC

2019-10-02

Williamsburg, VA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-10-02

VT

Incorrect information on your report

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

Account information incorrect
Complaint: over 3 years ago my sons private student loan fell into collections with citizens bank. he set up his account and has made every single payment every single month to the bank. he found out about a month ago that citizens bank screwed up and never filed the proper paperwork to the credit bureau when his loan transferred. The reason he found out was because he got hit with a negative XXXX on his account a month ago ( over 3 years after the loan was active ), and it shows citizens bank as the culprit but no information as to why. The credit bureau also has NO history of his payments being made over that time. Since then he has filed multiple complaints and has tried to contact the bank directly. He spoke to XXXX from the chairmans office ( XXXX ) over three weeks ago, and she told him " we have no idea what happened ''. XXXX verified all my sons information and verified he has made all payments on time and that his account hasnt been changed, so they are unsure what happened. Since that conversation my son has tried to contact her back multiple times for updates, but all of his phone calls are ignored, and XXXX refuses to answer his voicemails and call him back. My issue now, is that last week I received a notification that my credit score dropped. Upon investigation it now appears MY credit has dropped 37 points for no reason - it just says " citizen bank ''. We have not made any changes to citizens bank, they have officially screwed up my sons account and now it has impacted us both. They NEED to stop dragging their feet and fix this!
Company Response: Closed with explanation

Timely Response

2019-10-02

Stanford, CA

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Closed with explanation

Timely Response

2019-10-01

Apple River, IL

Struggling to pay your loan

Vehicle loan or lease: Loan

Problem after you declared or threatened to declare bankruptcy
Complaint: I filed bankruptcy on XX/XX/2018. I also filed a reaffirmation agreement for the car loan. That was all received by Citizens. The have written off the entire amount of the loan. It no longer shows on my credit report. I have tried to make payments but there is no account to make payments to. They are claiming I still owe {$3900.00} but I have no way to pay. No address no account no nothing. This has been going on for almost a year now.
Company Response: Closed with explanation

Timely Response

2019-10-01

NH

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: WE have 2 checking accounts with the bank. One day my wife is on her way to work and started to receive tons of messages on her phone. She gets to work and logs onto the account and it stats that we had made a " XXXX '' transfer to someone that we do not know for {$1000.00} & {$900.00} So she calls the bank. She tried a request your money back with XXXX but was only able to do it with the {$1000.00} as it was the only account showing on her end. The bank stated she was online when it happened so she must have helped them. Then they stated she gave personal information away. None of this is true! WE NEVER gave personal information regarding our online banking account. Citizens OFFERS XXXX in their online banking APP and online. They should be protecting us! That is why we use a large bank like CITIZENS as we would expect them to protect our money! Modo : Ensuring the safety of your customer information is as important to us as it is to you. To prevent fraud and shield your critical financial information, Citizens Bank uses a number of powerful security measures to protect you online. We encourage you to learn more about the steps we take to secure your confidential information.
Company Response: Closed with explanation

Timely Response

2019-09-30

Orion Twp, MI

Money was not available when promised

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

Complaint: I submitted a wire transfer request form to the Citizens Bank Branch XXXX in XXXX XXXX, MI on XX/XX/2019 to send {$3000.00} to my niece in XXXX.. Money was needed urgently for hospitalization expenses for major XXXX XXXX XXXX related treatment. I provided the bank account information of my niece ( phone copy of her check book page ) to the bank clerk. Form was completed with wrong account number!! Bank clerk put the routing number as an account number!!! As a result, transfer did not go thru and Citizens Bank decided to recall the amount rather than giving them the correct account number. Now, the money is hung up some where between the XXXX XXXX, XXXX XXXX, or the intermediatory bank, XXXX XXXX XXXX, or the Citizens Bank at my branch. I requested Citizens Bank to track the money recall but nothing has been done. I contacted XXXX XXXX XXXX ahd they assure me that the money was wired back to US banks. Now, someone in the US, either XXXX XXXX XXXX or Citizens Bank is holding my money????? I will consider this as a banking fraud and seek legal action thru the Attorney General of the State of Michigan, if I do not get satisfactory resolution from your office, or an assurance from Citizens Bank, that the money will be re-deposited to my bank account within 7 days .... Reference : ; Citizens Bank Wire Transfer Request No XXXX. Phone Number of the Citizens bank branch XXXX XXXX XXXX
Company Response: Closed with monetary relief

Timely Response

2019-09-29

Jupiter, FL

Incorrect information on your report

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

Account information incorrect
Complaint: The vehicle was at the creditor dealership getting maintenance. The mechanic left the oil cap off, causing the motor to seize. It was under their responsibility and will not claim it. They originally said they would take care of the loan. However after returning the car, they still reported it as a repossession and this is incorrect information as they assumed full responsibility. They will not return phone calls nor will they return emails.
Company Response: Closed with explanation

Timely Response

2019-09-28

WI

Struggling to pay your loan

Vehicle loan or lease: Loan

Lender trying to repossess or disable the vehicle
Complaint: My truck was repossessed on XX/XX/XXXX, the repossession company never contacted me about when I could get my items. We have tried calling several times and the phone just hangs up. Yesterday at XXXX central time I was able to get through to the company. The man on the other line said he was the owner, I asked him where my personal property was and he said he didn't know as his place is a mess. He read me a log from his workers and when I asked for that date he became verbally abusive and would not let me talk and called me a " little XXXX '' and " that your not a man because you can not handle your responsibilities ''. I tried numerous times by saying " Sir I just want to get my stuff ''. He continued to verbally abuse me, and then hung up on me after telling me I can not get my personal items. The company is XXXX XXXX XXXX and XXXX, XXXX. This business is 4 hours one way from where I live and where the vehicle was repossessed from. I have been unable to secure a vehicle to get there, and am frantically working to get one.
Company Response: Closed with explanation

Timely Response

2019-09-28

Branford, CT

Trouble during payment process

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

Company Response: Closed with explanation

Timely Response

2019-09-27

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-09-27

Centuck, NY

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with explanation

Timely Response

2019-09-26

Hamden, CT

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-09-25

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-09-25

Sioux Falls, SD

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-09-25

Martinsburg, WV

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: I noticed on Monday XX/XX/XXXX hat some payments came out and were going to cause my account to overdraft so I made a deposit to cover the amount and leave extra in the account. After the deposit, other items came in the after noon but there still was enough money to cover all the items. When I woke the next day ( Tuesday XX/XX/XXXX ) I checked my account and it showed all items cleared and a positive balance remaining. However, when I went to put gas in my car to go to work my card was declined. I checked my account and had been charged 6 overdraft fees. I called the bank and they said that the deductions had cleared before the deposit, even though all items were shown clearing on the same day. I asked when some of the items were presented to the account and though they admitted they had been presented after the deposit they could not explain why I had received the fees yet still refused to refund them. Pending deductions are immediately taken from the balance of the account but it seems as though the bank doesn't credit deposits in order to cause overdrafts and charge fees. After 6 overdraft fees ( totaling {$210.00} ) my account is overdrawn {$140.00}. When asking for an explanation, all they could tell me was " that is how the system processes ''. If a bank is going to deduct charges from an account immediately they should credit deposits as well, or only fully deduct once things " post ''. It seems predatory to take money immediately but constantly hold deposits.
Company Response: Closed with monetary relief

Timely Response

2019-09-25

Tarzana, CA

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with explanation

Timely Response

2019-09-25

Shirley, MA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-09-25

NY

Improper use of your report

Payday loan, title loan, or personal loan: Installment loan

Reporting company used your report improperly
Complaint: On XX/XX/2019, I went to the XXXX website to purchase a phone. ( Not finance ). An application to finance with Citizens was submitted in error and immediately cancelled. Both XXXX and Citizens said there should not be a credit pull because the application did not have time to process. I now see an XXXX inquiry from Citizens Bank on my credit report. I emailed Citizens to remove and they refused.
Company Response: Closed with explanation

Timely Response

2019-09-24

Canton, MI

Opening an account

Checking or savings account: Checking account

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

Timely Response

2019-09-24

Scio, NY

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Company Response: Closed with monetary relief

Timely Response

2019-09-24

New Bedford, MA

Trouble during payment process

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

Company Response: Closed with explanation

Timely Response

2019-09-24

Salem, NH

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with monetary relief

Timely Response

2019-09-24

Baederwood, PA

Opening an account

Checking or savings account: Savings account

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

Timely Response

2019-09-24

Jacksonville, FL

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Can't stop withdrawals from your account
Complaint: I did my part but the amount is still due. The representative state after this was promised auditors came in and reversed the decision without sending notification that this is what happened. I requested when this happened, notes, and call history however was denied. None could give me a definite turn time on when I would get this or when this world be completed. XXXX XXXX, Related to your call earlier today, here is a summary of all notes on your account. Please note that obtaining exact records of these cases or a copy of the call would require a court subpoena. XXXX called in with a Citizens One rep with questions about the loan. In XXXX, she moved to an unserviceable address. An agreement was reached that she would still need to pay off her equipment loan with Citizens, but that we would forgive her monitoring fee for the remainder of the contract, as noted in that same case. However, XXXX claims that on a phone call with a rep at XXXX, she was promised that her Citizens One loan would be forgiven. There are no notes detailing this promise. She was unable to recall when this call might have taken place. Resolution : emailed CEFollowUp with a date range to see if they can find the call. Date : XX/XX/2019 XXXX spoken to : XXXX XXXX [ XXXX ] Thank you.
Company Response: Closed with explanation

Timely Response

2019-09-23

Saint Augustine, FL

Problem when making payments

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

Company Response: Closed with explanation

Timely Response