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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I had a mortgage through citizen mortgage, sold my house and paid off the mortgage june 28th. They claim to have sent the escrow refund check, it was returned they resent it. Ive called multiple times trying to get them to send it with a tracking number and they refuse. This is illegalInitial Complaint
08/13/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Hi to whom to may concern: I have been a customer for almost 1 year and I never had so much problems with this bank , every time i turn around i am getting a $35.00 fee even if its 0.01 over in the account . They tried to explain to me how the account works but it is so confusing i only use this bank to pay bills and you should refund my fee if money is put in by a certain time . Sometimes you guys charge a couple of fees that is ridiculous i know every bank has there policy's but i think it's time for me to part ways i am losing a lot of fund by the fees and you guys are refusing to refund me . I will be going down to my bank by this week to close my account i need a bank that values there customers and your bank doesn't . I am very disappointed because everyone is working and struggling to keep a fee i don't appreciate. I will go bank with TD or *****
Business response
08/16/2024
A detailed response has been communicated to ************ on August 16, 2024 by way of phone.
Sincerely,
Office of the Customer
**********************Initial Complaint
08/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Recieved a promotional offer in the mail, in the amount of $800, for opening checking and savings on the same day. Both accounts were open on March 20, 2024, date of my first transaction in both accounts. Only received a portion of the offer in the amount of $400, instead of $800. After calling , they stated that their system may have had issues, and the account open date for both accounts were showing diferrent, therefore they can not issue me the remainder $400, even though both accounts were open on the same date , and it was an error on Citizens system. Spoke with upper management ********, which did not resolve or take my situation seriously . Had to escalate numerous times, with no resolution. Initial complaint # CFG04278612, and escalation complaint # against ******** CFG04268598.Business response
08/23/2024
A detailed response has been communicated to our customer on August 22, 2024 by way of phone.
Sincerely,
Office of the Customer
**********************Customer response
08/26/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
08/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On Monday August 5th, two fraudulent transactions were debited from my checking account for the amounts of $65.25 and $579.93. I filed a dispute claim with Citizens on the same day, Monday August 5th, 2024. The claim # for this dispute is C-*******. I was told the investigation would need to be completed before restitution of my stolen money could occur. The timeframe given was 5-10 business days. This process is not acceptable as other banks will provide immediate restitution via a credit to your account until the investigation is completed. I have called multiple times regarding the status of the claim and was advised they cannot provide this information. They have not been helpful on these contact attempts. I have spoken to an **** and his supervisor **** in these instances and they advise they cannot help us and the process is a federal regulation. I would like our money credited back to the account immediately.Business response
08/15/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer response
08/16/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************Initial Complaint
08/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I voluntarily closed this account after I discovered the bank was holding deposits while allowing transactions to post which triggered hundreds of NSF fees. I asked the bank to reserve the fees because a deposit was withheld and was told I could only have one fees reversed as a courtesy - I am working with a state rep to present legislation eliminating this practice of holding deposits to trigger fees. I worked with the executive office to have my account closed and any remaining fees to be charged off. Unfortunately thats not what happened- instead of charging off the improper fees, the bank sent my account to collections which I believe to be retaliation response because I exposed their poor business practice of holding deposits while green lighting transactions. I received a letter from the collections company who made me a settlement offer. I paid the settlement then the agent told me he would contact the bank and let them know the collections has been satisfied and to remove the negative reporting. Its been weeks and the bank still has not reported the payment to Chexsystems. *** tried to call and email the executive offices but havent had any success connecting with a human or any response to the emails I have sent. I cannot open a new account for direct deposit because of this negative *****Business response
08/16/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
08/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
trying to get in touch with Citizens Finance *********************************************** ************ il. *****. I need to get a lien release letter from them. It is for a 01 Harley ********* I am purchasing the motorcycle from *********************** *************************************. I have called several citizen finance and the phone numbers have been disconnected.Business response
08/14/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
08/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
*** requested a PDF emailed bank statement for June 2023 back on June 24th and didnt receive it so I requested it again on July 12th and then again a third time on July 29th. Its now August, and I have no statement.My account is locked, and until I get this statement I cant access my account or my money. Why is citizens not sending me this statement? Everytime I speak to an agent, they have no assistance and just want to submit the request again and wait another 10 business days. The Request Confirmations are ***************** ,*****************, ****************. It can be emailed to any email in the request, **********************Business response
08/16/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
08/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Deposited ***** into my bank account on Sunday night Aug 4th only for the *** to die on me, reboot an say out of order. No one was available via online or telephone. I called my branch the next morning a they refused to give me my money back an it was not put into my account at all. When I expressed I have 8 children a need the funds available immediately they said they would issue a complaint on my behalf an it would take 7/10 business days to return my money. Upon further investigation the staff tells me that only $800 was jammed into the machine an they where able to pull that money but I was not entitled to that back as of yet I deposited the money because I needed it available to pay my bills wich are now be late and tarnishing my credit due to no fault of my own!!! I also feel like $200 of my money was stolen when they unjammed the machine as no one was there to claim it that morning as I had a prior appointments that I could not miss that morning. I was given the run around an am still awaiting for my deposit with no answer to be had but. Wait. Unprofessional, uncaring, with no thoughts or regards to the lives you are impacting.Business response
08/16/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
08/08/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I bank at citizens an I purchase an Air BnB, I had to cancel because of a personal family emergency, I cancelled and asked for a refund, as I filled a claim with my bank they advised that i was not entitled to a refund even though i never used the air bnbBusiness response
08/14/2024
A detailed response has been communicated to Mr. *** on August 14, 2024 by telephone.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
08/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We wired a payoff for an auto purchase and the funds were received 2 days ago but it has not been applied to the account which has delayed the sale and results in a float of my and customers fundsBusiness response
08/15/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************
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Get a QuoteCustomer Complaints Summary
1,777 total complaints in the last 3 years.
625 complaints closed in the last 12 months.