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Complaint Details
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Initial Complaint
08/06/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Hello. I requested a financial hardship regarding my account fees. Times are very tough right now and I've been a member of Citizens for 8 years. The representative stated I'm not able to receive any fees back, however, they were going to ask their manager and I never heard back. Can someone please assist?
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
08/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Between July 26th and August 1st I have been charged 280$ in overdraft fees that I believe are excessive and punitive. I spoke with a representative and he was unable to explain the calculations done to determine these fees. The overdraft program is purposely made to mislead their customers into thinking they have deposited enough money into the account and then determining that have not and charging fees upon fees as a way to line their pockets. My hardworking family will go without groceries this week bc of these excessive fees. There have been multiple major errors regarding this bank including Saturday July 20th when their system went down and we were unable to make transactions while out of town. This was an embarrassing and unacceptable circumstance. I truly believe this bank could care less about its customers. Their customers service just repeats the same mantra stating they cannot help you over and over again. I am requesting a full refund of fees. I plan to seek legal support if these are not refunded.Business response
08/08/2024
A detailed response has been communicated to **************** on August 8, 2024 by telephone.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
07/30/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I am filing a complaint against ************ since they cannot locate my 2023 Federal tax refund in the amount of $1,203. When I filed my 2023 tax return, I accidentally used my old **** checking account number to facilitate the deposit of my tax refund. I was given a new Citizens Bank account number but inadvertently forgot to inform my tax person. On February 28, 2024, the *** issued my refund to my old **** bank account number. As of today, the *** has investigated this matter and state the funds has not been returned to them by Citizens Bank. Therefore they cannot issue a new refund. I have made many calls to ************ seeking the return of my refund. They have informed me they cannot locate my old **** account information which is outrageous. ************ acquired **** Bank. Therefore my account information under **** Bank should be available to them. Therefore I have no choice but to file a complaint against Citizens Bank for the return of my tax refund which has been misplaced by them. Please have your office investigate this matter immediately. I find this matter to be absurd as I have been waiting over five months for my tax refund.Customer response
08/13/2024
[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,
***** DashInitial Complaint
07/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Nearly 3 years ago, I made the mistake of co-signing for 3 cars for a friend's business, and he let one of the cars get repossessed. I paid everything and collected the car - back in January 2024. I am currently paying the loan every month to Citizens Bank. When I first acquired the car, Citizen's mailed me a title for the car, and it arrived in 3 days. This month, as it is my birthday, I went to the *** to renew my registration. But when I showed them the title, they said it did not prove that I was the owner of the car. It said that Citizens Bank was the owner. Someone at the bank got on the phone with the manager of the ***, and after a 30 minute conversation, finally admitted that the title they had sent me was incorrect. She said she would escalate the issue and in 3 days they would mail me the correct title. But today when I called, the representative told me it would take 4 - 6 weeks to get the correct title because they had to order it. When I asked order it from whom, they said "From our loan department." I explained that the first, incorrect title had taken 3 days, but they would not budge and said it will take 4 - 6 weeks. In the meantime, I cannot drive my car as the registration has run out, and I have to continue paying my car loan and insurance, and I will need to rent a car or get Lyft for 4 - 6 weeks which, as I live in ******* will cost $1000-$2000. I don't understand how a 21st century company needs to take 4 - 6 weeks to do internal paperwork, especially when the error was theirs and the cost to me is enormous. I paid about $3000 to collect the repossessed car and am paying them $457 a month for the loan so I've paid $600-7000 so far and owe nearly $17,000 on the loan. Plus $400 a month for insurance. And now I need transportation for 4 - 6 weeks. I have uploaded the incorrect title.Business response
08/09/2024
A detailed response has been communicated to ****************** on August 8, 2024 by telephone.
Sincerely,
Office of the Chairman
CitizensCustomer response
08/09/2024
[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 would like to sincerely thank the Better Business Bureau for its efforts. As a result of your communication with Citizens Bank, I received the first communication in 6 months of trying, with someone
who understood the issue and was willing to help. She did a great job! That week, I visited DMV 7 times, until at a *********** a representative spoke on the phone with the person at Citizens and
the issue was finally resolved.
I suggested that in future, when someone like me who is dealing with a repossessed car title and the complications that involves, that a simple note giving the contact information of the title
specialist would be a great improvement in the system.
Nothing however, can change a corporate culture that is basically set on providing absolutely no help to its customers.
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
07/30/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I opened a Citizens ************** account on 7/22 and funded it same day with $25000. Since then I cannot touch the money or transfer any money out of account (money is available but frozen) and when I call the reps they say we have no information for you except that the account is under review and we don't know why or for how long. Citizens essentially held my money hostage and is not giving me access to any of my funds. At this point I want all my money sent back to the account it was funded from and I want the Citizens ************** account closed because these people cannot be trusted.Business response
08/05/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
07/29/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I received a letter that was sent out by this company on the 23rd of July saying I contacted them about a complaint. I did not contact this company. They provided an ************ number on the correspondence. I tried to reach out to someone about this and wouldn't let me through. Don't know why they are sending this and the issue with a 3rd party company has already been resolved It is no need for them reaching out to me for investigating anything.Customer response
08/09/2024
[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
07/29/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I dropped and lost my debit card. Someone must have picked it up and they added my card to their cash app and sent themselves $250.00. I disputed this with the bank, they immediately closed my dispute. I later called and they re-opened the claim and asked me to send in proof of my cash app account and bank account. I have sent proof multiple times and my money has not been returned yet. Every time I call they say they can put a note to expedite the claim and that it should be responded to within ***** business days, but it has been way longer than that and no one has still got back to me.Business response
08/07/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Chairman
CitizensCustomer response
08/08/2024
[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
07/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I am attempting to get a letter of lien release for a trailer that is on my deceased father's property. The lien was placed in 1999 through a prior owner, not me and not my father. ************** took over for the original bank that issued the loan, ****************** in 2003 and cannot find record of the loan. I have been calling for updates and each time I'm told it is pending. I was told to call back in 3 business days to check on the request and see if further information was needed. Then on that day, 7/19, I was told to call back EOD the following Monday, 7/22. I called on 7/22 and the request isn't ready.I called again on 7/24, and was been told they have 7 business days to come to a conclusion.I called on 7/26, Friday, and spoke with a manager and was told they have no such deadline. I call today, 7/29 and was told 7 business days from 7/18 when they claim the request was received by the team handling the search and to call back tomorrow.I have received nothing in writing about the process, the deadline dates keep moving, it's as if Citizen's is trying to push this off and hope I go away.Business response
08/02/2024
A detailed response has been communicated to **************************** on August 2, 2024 by telephone.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
07/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Scamming and freezing accounts, withholding funds.Business response
08/04/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
07/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have attempted multiple times over the past year to get Citizens Bank to stop sending me prescreened offers for a home equity line of credit. I have called Citizens support several times, and multiple agents have "removed my name from their mailing list." I have signed up with both optoutprescreen.com and optout.lexisnexis.com to stop credit offers from being sent. However, I continue to receive this unwanted physical junk mail through the US ************** on a monthly basis. My goal for this complaint is that I want Citizens Bank to please stop sending me prescreened offers of credit.Business response
08/01/2024
A detailed response has been communicated to ****************** on July 31, 2024 by telephone.
Sincerely,
Office of the Chairman
CitizensCustomer response
08/02/2024
[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,
*******************************
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1,777 total complaints in the last 3 years.
625 complaints closed in the last 12 months.