PROVIDENCE, RHODE ISLAND -- Let me start by saying, I live in Florida and my parents live(d) in Vermont. My mother and father had a mortgage with Citizens Bank. My dad died 10/23/10 and my mother was in the hospital. I was in Vermont helping with things at that time. Citizens Bank called about payment, I explained the situation (and that my mother would be getting to her financial business when she got out of the hospital). I wrote the check out and had my mother sign it. All was right with the world again.
I returned to Florida in late November, but booked a flight back to Vermont, as my mother was still in the hospital when I left and I felt I needed to get Power of Attorney and take over her bills until she was better. Sadly, after having flown my mother down to Florida (with her money) so I could care for her in my home, my mother passed away 1/23/11. I had to return north to arrange for her funeral and start the paperwork to become executor to her estate.
I contacted the people that needed to be contacted and explained the situation. Everyone was understanding and sympathetic. However, the day after I contacted Citizens Bank a very rude woman called asking for, first my dad, and then my mom. It was Citizens Bank. I could not believe these people! Even after I told her the situation, she was coarse and rude. She told me to fax the death certificates and executor paperwork as soon as I was named.
After returning home, my sister, who lives down the road from my parents' house and stops in frequently, called to tell me on 2/25/2011 that Citizens Bank called and I needed to call them. I did and spoke at great length with **, who told me to fax both death certificates, my driver's license, my contact information, and a note asking what I can do to keep the account in good standing until the paperwork gets through the courts (how customer friendly is that!?!). I did all of that on 2/25/11.
Thankfully, I had received a check from my mother's insurance and was able to pay all the bills due (I am still waiting for the court to name me executor). I paid Citizens Bank's February payment (due the 10th) and March's payment on 3/4/2011.
Yesterday, 3/7/2011, I receive two letters from Citizens Bank, one addressed just to my dad and one addressed to both my parents demanding they contact them within 10 days of the date of letter (dated 2/28/11, mailed 3/1/11) or they would turn the account over to a collection agency! My mother and father never paid these people late and have $8000 in one of their local branches. It wasn't like this was a problem account...not to mention the fact that I had spoken to numerous people there explaining the situation AND faxed everything their employee asked me to fax!
Needless to say, I called them in a rage. I did not call the number on the threatening letter, as it is their Consumer Counseling Dept. and I did not need help with paying my bills...although I will probably need counseling after dealing with these inept buffoons. After dialing and connecting to their automated service, I had to put in my father's social security number so they could "better serve me," and waited for “the next available representative,” ** was finally available.
I told her I wanted to speak with a supervisor. She needed the account number I was calling about...thanks for serving me better. I gave it to her and she stated she would take a look at the account. I told her no, that I wanted to speak to a supervisor for the reasons listed above.
After some back and forth, she said she needed to connect me to the 'correct' department and asked what kind of loan it was dealing with (did she not just get the account number?!?)...I told her it was a mortgage. She transferred me to **...in the Customer Counseling Dept!
** requested the account number, which I gave her. I told her I didn't need to speak to someone about anything other than the fact that I had notified them numerous times over the phone of the situation and had even faxed over all the things listed above and now I just wanted to speak to someone about the threatening letters and ineptitude of their bank. We had a few more back and forth.
** then told me that they had received the faxed death certificates...to which I responded that “I knew that. That wasn't the point,” and that I wanted to speak to a supervisor about the things listed above. She then interrupted me to tell me they had received payment (which I had already told her I had paid with the insurance money); I again went over why I was calling and when she interrupted me the 3rd time, I finally screamed at her...asking her what part of, I know they received the death certificates and payments and that I just wanted to speak to a supervisor, did she not understand?!?
Finally, and very condescendingly, she agreed to get one; asking several times if I would mind being put on hold...each time I told her that would be fine as long as I would be speaking with a supervisor. After about 5 minutes, ** comes on the line and informs me that I have contacted the wrong department...to which I tell her, "No, one of your employees transferred me here!" She then tells me that this is the auto loan department (but, ** told me it was the Customer Counseling Dept?!?) and she would need to transfer me to the mortgage department and to please bear with her and she would supply me that number as well, in case I needed to call back.
She was stumbling over herself because she was lying through her teeth...and, after more hemming and hawing, starts to give me an 800 number, which I finished for her because it was the number I had called initially...she then ignored what I had said and asked to put me on hold to get the number.
When she came back to the phone, she gave me an 877 number (877-754-7366) and was mumbling something about everyone still thinks this department deals with all loans...an email had been sent out, but she guessed not everyone had read their email...to which I responded that that was why I was calling...information given to that bank seems to fall into a black hole. She then tells me she will transfer me to the correct department.
I'm on hold again waiting for, "The next available representative". Finally ** answers. She asks for the account number. I calmly give her the account number, my name, and that I'm calling about my deceased parent's account. I also inform her that I have already spoken to ** as well as numerous other employees on different occasions and I am just trying to talk to a supervisor.
She asks if I can verify who I am by giving her my home address, phone number, and last 4 of my social security. I tell her I have faxed all that information to them and she should be able to see my parent's death certificates and all the other things I faxed and to put a supervisor on the phone. She then says she would just like to get a few bits of... I finally just told her that I would contact my lawyer and hung up.
I have not dealt with one employee there that gave me the confidence I was dealing with a professional business. They are a waste of space and as soon as the executor paperwork comes through, we are paying off the mortgage and pulling all my parent's money out of their bank. I can only hope my parents insured the mortgage against their death...which might explain why they are so eager to put a loan that has been in outstanding status into a delinquent status for a payment 15 days late.
NASHUA, NEW HAMPSHIRE -- Summary of Experience: Branch customer service is good - but corporate office eventually ruins it. Placing your money with Citizens Bank is not a safe bet; e. g., my fiancée and I made a deposit worth thousands of dollars: this deposit was returned by no fault of ours. When the deposit was returned we were assessed a $10 fee, which we paid. We had also spoken extensively with our branch and phone banking service and made sure to correct the problem in less than 24 hours by depositing the returned amount in cash.
Despite this, the bank's "fraud" department closed our account - even after all the evidence of our acting in good faith to correct a problem we never caused. Our ChexSystems record is now soiled with an "account abuse" item based on an event which we addressed immediately and was not our fault - the branch gave up on helping us and succumbed to the corporate decision, which was based on partial information. Citizens Bank is as problematic as Bank of America. DO NOT OPEN AN ACCOUNT WITH CITIZENS BANK.
Branch service is initially good - but eventually the corporate office will ruin it - quite unjustifiably too. The branch will make the effort to work with you and most other branches have friendly personnel too, but they struggle as mediators between customers they are trying to keep and a bank corporation eager to assess fees unfairly whenever it can. After many months of working well with us - and in some cases going out of their way to help us as customers - our account was closed by way of a unilateral decision on their part.
My fiancée and I deposited a check for thousands of dollars. This check was returned by no fault of ours. When it was returned we were assessed a $10 fee, which we paid despite not being responsible for the returned deposit check. Over the course of the next 24 hours my fiancée and I spoke repeatedly and consistently with branch employees as well as phone banking employees making sure to understand the repercussions of this returned deposit (to find out, for example, how payments coming out of our account would be affected, etc.).
We also spoke at length of how we could correct this issue immediately. Within 24 hours we re-deposited the money in CASH. We left the bank relieved that this problem was taken care of only to find out a couple of days later that Citizens Bank had frozen our funds - we could not withdraw a penny - and that the account was scheduled to be CLOSED. Shocked by this, we called the branch, the phone bank service, etc. and received conflicting feedback: everyone but the branch employees ascertained that the branch could correct the problem.
The branch insisted that they could not do anything and seemed eager to close the account and stop speaking to us - there was no intent to resolve an obvious misunderstanding. The corporate Citizens Bank office, specifically a "fraud" office in Pittsburgh, Pennsylvania, had flagged our account as fraudulent simply because a deposit that we made was returned by the bank it came from. There was never any recognition of the effort we made immediately to resolve the matter nor did employees at the local branch acknowledge this effort.
At the corporate level no one ever accounted for our effort, in good faith, to fix the problem by depositing the cash amount the account was now missing due to the returned deposit. Citizens Bank has now soiled our ChexSystems record with an "account abuse" label - something that is most definitely not merited in this case. We had NEVER had a check deposit returned and we took care of the problem by replacing the returned deposit with an equal amount in cash within 24 hours.
When we spoke with the branch it was like speaking to completely different people - there was no human element whatsoever in their effort or conversation and we left baffled that the bank had made this decision, treated us like delinquents, and moved swiftly to clear us out of their system - all while damaging our ChexSystems record with an inaccurate picture of what happened and a partial account of the story.
DO NOT OPEN AN ACCOUNT WITH CITIZENS BANK - they are as problematic as Bank of America and by the admission of at least one employee we spoke to in the course of this event they are getting worse. The online banking system is also very deceiving - you will never really know what your accurate balance is because they take days and days to post items against your account: many of these items are hidden fees and this is most likely by design and meant to catapult you into a nightmare of fees.
For your sake and the sake of your hard-earned money, please don't feed this monster of a corporation. I am a pro-business, pro free-market conservative Republican and I can admit that this company has gotten out of hand in abuse – I cannot stand by their business practices. We should not have "account abuse" and fraud all over our ChexSystems: Citizens Bank should have that all over their customer reviews and ratings.
PROVIDENCE, RHODE ISLAND -- On Monday evening May 18, 2009, while out of town, I knew I had to get to a computer to add funds to my account as I had several small debits coming in. I knew I had enough to cover 12 out of the 13 incoming debits. I unfortunately never got to a computer to transfer funds. BUT, what I did NOT realize until Tuesday morning is that Citizen's “practice” of debiting accounts is NOT, as I thought the smaller debits all paid first, or even as they are posted, BUT “intentionally” from LARGEST debit to smallest.
Now, when I called Citizens I was given the canned response that Citizens does this to “help the customer pay for their most important payments first”. WOW! Thanks Citizens for knowing so much about ME and what is important to ME! What a nice company, looking out for their customers… And, YOU'RE WELCOME for the SEVEN overdrafts which you just profited over $270 on.
And get this, on May 19, 2009 my last 8 debits were all under 10$ but of course didn't clear because Citizens overdraft system was sure to deplete the funds with all the higher debits FIRST. Resulting in SEVEN $39 overdrafts for debits under $10
Now, such a comment from Citizens is of course nonsense and we all know WHY Citizens has “designed” their overdraft system to post HIGH to LOW. At least while inquiring at Bank of America about the overdraft policy they were honest enough to admit the “real agenda” of banks employing this sleazy tactics was to increase their bottom line with overdraft profits.
And, I am sure it has added a nice revenues increase to your bottom line. But, I must say it is quite shameful that this “hidden tactic” is being employed against Citizens customers. I can assure you if most people were asked about this they would have no idea HOW the overdrafts policy works AGAINST Citizens customers. Unless, they get to read about such a scandalous experience it is pretty much a hidden policy. I am sure it must be buried in the checking account terms and condition in the 3pt font, somewhere on page 5.
And, to top it off before I knew what happened I charged $6.80 for Chinese food, but with Citizens $273 overdraft charges I was as a result $208 negative (because they charged my account and THEY made my account negative), they charged me ANOTHER $39 overdraft fee which would have cleared had they not charged my account $273. The scary issue here is probably 90% of Citizen Bank customers (and other Bank's customers) are unaware of the details of these seedy overdraft tactics.
I may have to bite the bullet and lose over $300, while I take time to move all my personal business accounts to a more reputable, respectable bank. But as Congress is just now debating the unethical fees being charged by credit card companies, I will do my part to make sure they are aware of, and hopefully also address these unethical “overdraft” practices. Is it illegal? Surprisingly no. Is it disgraceful, immoral, and shameful? Unquestionably! The days of personal relationships with your banker are OVER. It's just a computer program ready and waiting to suck your account dry with the slightest opportunity.
RIVERSIDE, RHODE ISLAND -- I have an ongoing problem with Citizens Bank gift cards. The bottom line is this: they cancelled my two active gift card before their expiration date, but they continued to charge me a monthly 'service charge' for these cards, cards which were no longer in service. When I complained, they refused to reimburse me for service charges on the out of service cards. Doesn't a service charge mean that you are paying for a service? If Citizens cancelled the service (i.e. use of the gift cards), how can the service fee continue to be charged?
I am just as angry about the very poor way I have been treated. Citizens could have made it easy to find out that the cards had been deactivated, but they did not. I used the card and it didn't go through at one business. Odd I thought, so I tried a second time, different place, a few weeks later. Still no luck. I went to the citizensbankgiftcard.com website, typed in my card info, and all looked fine (i.e. there was money on the cards).
Figuring my website verification might have activated something on my cards, a few weeks later I tried a purchase again, and still no luck. I tried the 800#. There was no option to talk to an operator, and pressing 0 did nothing, but I keyed in my card info, and the system said there was money on the cards. I shopped again. No luck again. Back to the 800# to do the optional card registration, figuring this might solve my problem. I was surprised that this option leads to a human operator, who told me that citizens had cancelled the cards.
I was sent checks for the card balance LESS card service charges. The 800# person gave me a Massachusetts Citizens bank address to write to for service charge reimbursement. I wrote. Citizens ignored my letter. They didn't even respond! Am I not worthy of a response? I emailed Citizens customer service. They said they couldn't help me, but gave me an address, this time in Atlanta, to send yet another letter to. I did so. Once again, I never got a response! I am pretty shocked at this. Is this the practice now, to just ignore letters from customers? I wrote to the places Citizens told me to write to, and they just ignored me.
I didn't give up though. I wrote to the head of Citizens at their Providence HQ and I actually, finally, got a response. It was a short letter saying that Citizens was just following service charge policy as outlined in the gift card rules they had attached to the letter. They presented no justification for charging a service charge for cards that they had taken out of service, nor did their gift card rules address this situation.
What I felt even more disappointed about was that Citizens HQ did not offer one word of apology for ignoring both of my previous letters, when I had sent those letters to the very people Citizens told me to contact in order to resolve this issue. Ignoring a customer letter once is bad enough, but twice is pretty rotten, and then failing to apologize when I told them about this says to me that the people at Citizens HQ care very little about their customers.
I know I share blame, as service charges don't start until the "13th month after issuance". I got the two $300 giftcards from my siblings. It was their way of thanking me for taking care of our 92 year-old mother as she needed 24/7 care, and my job had been outsourced to India, so I had time to do so. To be honest I felt guilty taking money from my siblings to take care of our mother so I just had a hard time using the gift cards. Weird, I know, but it didn't sit right with me. I did use one of the cards once, but after that I just put them aside.
I lost $45 in service charges ($2.50/mo for 9 months, on two cards). The 800# person told me that Citizens cancelled the cards on 6/3/2009, and I got my check, less service fees, in December 2009. Of the nine months of service fees, 3 months were while the card was active, and 6 months (June through December) are service charges on cards that had been put out of service. Those service fees bought me nothing but bad service!
They made it so difficult even to find out why my cards were suddenly not working, and they expect me to pay them service fees for all this aggravation. It is beyond belief to me that Citizens would, when I have repeatedly presented them with these facts, all the way up to the very top of the corporation, would not make things right. I am really very surprised how little they care about doing the right thing for their customers, and it is obvious that this poor attitude is prevalent at the very top of the corporate ladder. I am left to again ponder the question in Citizens online ads: “Is this how you define a good bank?”
I wish I had read these reviews before I gave them 15 years worth of Mortgage Interest. Let me start by stating that I was 18 when I opened my first checking account with Baybank (now Citizens Bank) and have had some issues in the past but not enough to make me leave. I married and my husband and I have had a joint checking account and savings with them for our entire 18 year marriage. We have direct deposit of our income and I use the online banking almost daily. We took out a home equity loan and then last year paid off this loan with a full mortgage refinancing through them.
Having the Home Equity load qualified me for gold checking with free checking and overdraft. Little did I know that CCO Mortgage (Citizens Bank) was 'not the same company' even though I went to their branch office and did all the paperwork off their letterhead. This means I was no longer a gold member but no one informed me of this. About 5 months ago, out of the blue, they started charging me $17.50 a month service fees. When I asked why, they stated the above and that I was no longer in "fee free" status.
Having used the Automatic payments on line to set up every bill I pay (to get the Green Fee Rewards), I requested my mortgage be withdrawn from my account on the 12th of the month, knowing that my paychecks would be in that day. They paid CCO Mortgage with a hard check mailing it out on the 10th and cashing said check on the 11th, a day early causing a $37 fee overdraft of my account.
They then proceeded to charge two additional fees of $37 for a total of $111 for a $5.95 debit and a $17 Debit because "They can clear all the day's charges in whatever order they wish." REALLY??? Bunch of rip off artists. When I called and told them that the check was requested to be withdrawn on the 12th I was told that they clear checks when requested and that the date on my check and/or the date of my automatic payment request mean nothing.
They do not take this into consideration and since this was not Fraud or a bank error, they would not consider reimbursing me any fees. I then asked about the $17.50 checking fee to see what they would say. I was told that I only needed to ask that my mortgage be tied into my checking and then I would be eligible once again for the free checking and the Gold Member (which has overdraft protection). So I asked why I was not given this automatically as a service without having to ask for it and was told that they do not offer it, only give it when requested but that she would reimburse me up to two months worth of fees or $35. BIG WHOOP.
I paid $17.50 for 6 months and was charged $111 and the supervisor acted as though she were doing me a favor by giving me the $35 back. What a joke this bank is not to mention the hours on the phone I spent talking reps and supervisors, all who gave me the same generic answer. One pimple faced kid "supervisor" even told me he knows how I feel. This was not the right thing to say to the recently unemployed mother of two who was just screwed out of several hundred dollars.
Boy did he get an earful for saying that! Sorry ** but perhaps you will not say that to another customer unless you truly do get it! I will be taking my business elsewhere to one of several smaller banks in my area who come highly recommended. No wonder why big banks are in trouble! Maybe everyone on this feed should consider filing a 93A Action against them to see who they feel getting charged triple damages like most of us have!
BENNINGTON, VERMONT -- On October 2, 2009 My Social Security Disability direct deposit hit my checking account. On this same day a check that was reported to be lost from my old landlord in March (which I replaced with a bank check) was cashed. I only found this out when I needed to get more insulin (I'm a type 1 diabetic and I have Secondary Progressive Multiple Sclerosis). Well I couldn't get my insulin because I my account was overdrawn. I called the automated system and found out that my old landlord had cashed this stale check.
I called claims and told them about it, and dealt with my local branch of citizens and the claim department. I was charged $681 dollars for bouncing the checks that I had out there, and for being over drawn. They would not even refund me the money for my insulin. Now this all happened 5 weeks ago, and I got smart today and called the Bennington VT Citizens and asked them there policy on cashing a stale dated check, I was told that they wouldn't cash a stale dated check at all, if it was over 6 months old it would not be cashed. This customer service representative even checked with other tellers and was told the same thing.
So now I called the claims department figuring that I was actually helping them out. I was told that someone else was now handling my claim. When I spoke to him he told me that he couldn't tell me anything because he had just received a letter from the OCC today that I had filed weeks ago, and I would have to wait until the middle of next week for his letter to get to me. I was so mad. Now all of this stress has caused me to go into an acute flair with my MS and then I had a reaction to the Solu-medrol and was hospitalized for three days (just got out today).
Well I decided to call back the Bennington VT Citizens for some more clarification. I spoke with the branch manager and he actually told me that he knew the person who cashed the check (MY old landlord that I have not rented from in 3 months I might add). So I asked him if he cashed the check himself and he said no he didn't. I told him what his teller told me about not excepting a stale check, and he told me she was new at her job, so she wouldn't know all of the rules, well apparently all of their tellers are new, because she verified her information with the other tellers and they all said that they would not honor a stale check especially a stale check that was a starter check.
Funny how the Branch manager can contradict what his own personnel say and do. SOMETHING FUNNY GOING ON HERE! Well needless to say this check has caused me a lot of trouble. I have had 2 trips to the ER, 4 new medications, and then I had 3 days of Intense Solu-Medrul infusions, including having a bad reaction to the first round.
I'm not even out of the flair yet, so more is probably on the way the beginning of next week, not to mention the infusions wreak havoc on the diabetes and kidneys. So far this fiasco has caused me over $8900 in hospital fees in addition to the money that the bank has charged me. But I still can't get over how the Bank Manager in Bennington VT knows my old landlord, and knew to tell him that he could cash the check, and he would look the other way.
I wouldn't do business with this bank. Their commercials show them going out of their way for there customers, but I find that they go out of their way to make money everywhere they can, even if it means taking advantage of the disabled, and basically stealing their Social Security Disability funds that are supposed to be used for housing and feeding their families. DO NOT DO BUSINESS WITH CITIZENS BANK. THEY WILL ONLY STEAL YOUR MONEY ANYWAY THEY CAN. PLEASE THINK TWICE!
NEW HAMPSHIRE -- I have also had problems with Citizens Bank. On October 2, 2009 I received my Social Security Direct Deposit. Also on that date there was a check from 7 months ago that was cashed by the bank. This check was to an old landlord that I used to have, and way back he told me that he never received this check, so I stopped payment on the check and got a bank check for the money and sent that on to him.
Now after 7 months he managed to cash the check. The bank never called me to tell me that a “stale Check” was being cashed, and I didn't know that “stop payments” were only good for 6 months, so the bank paid out this “old check”. Now because this happened and I didn't know about it, it overdrew my account and I bounced a bunch of other checks. It was only after calling customer service that I found out that “stop payments” were only good for six months and that the bank shouldn't have cashed this “stale check”, but I was told that it was up to the bans discretion.
Now the fees that came in due to this amounted to more than $900. I was frantic. I got hit with fees on top of fees. My wife's direct deposit ended up going into our account before we could stop it, and it paid all of their fees off and left us very little money for food to feed our family of 5.
Also during this time I was running out of Insulin (I am a type 1 diabetic) and I also have Secondary Progressive Multiple Sclerosis. Well I needed Insulin for my pump and the bank refused to free up any of the charges that they had on our account. I ended up having an MS flair twice and ended up in the ER. I also received 2 prescriptions that needed to be filled in order to get over this flair.
I called the bank and a very nice customer service representative named ** helped me out and freed up $78 so that I could get the prescriptions filled, and then when I went to the bank I was told that I could not take the money out because citizens had put a hold on my account and the one person who could take the hold off was not in that day. I was then escorted out of the bank and was told that Corporate Security was going to be I would not get back any of the fees that I have paid if she had anything to do with it.
I then contacted customer service and lodged a complaint with them. Next thing I know the claims department is sending me another affidavit in the mail, and this time they want me to try to locate my old landlord so that he can sign it saying that he did in fact take money from our account. Can you believe that? I'm sure he'll sign that, right?
I was told by Citizens Bank that I can not close my account at this point because it is now back to being negative again, and when I tried to open another account with a different bank I was notified that because of Citizens Bank I would have to wait for that account to be settled before I can open another account anywhere else.
So now my wife is stopping her direct deposit and I have to call Social Security in order for them to stop their direct deposit. I'm thinking about not having a bank account at all, I'm thinking about getting a safe, and then just getting money orders for all of my bills. Thank you CITIZEN'S BANK for encouraging me to not trust banks!
MANCHESTER, NEW HAMPSHIRE -- I have had so many problems with over draft fees the past 2 years. Out of the about 20 I received probably only 2 of them were my fault. Here are some of the examples. On Friday 3 small purchases went through and the money was in my account and then on Monday a charge purchase came through. On Tuesday I saw that my account had 4 over draft fees!!! After sitting and talking with the Branch Manager for over 45 minutes still what she told me made no sense.
Apparently even though the charge did not go through until Monday Citizens Bank told me your money is put on hold. So on Friday even though my statement online told me the money was there they said it wasn't. So not only did I get 3 over draft fees for Friday but then on Monday for the same charge again they charged my account another overdraft fee because now there wasn't enough money to cover it!!!
That's $156 in over draft fees. Oh by the way as a courtesy they did give me back 1 fee $39. Here is another example. I ordered Chinese food from a restaurant. The clerk put my card through twice while I was standing there. She took it off my card and handed me the receipt.
Thinking this would cause a problem with the bank I personally went into the Bank and talked with the Assistant Manager. I saw that the Chinese Food charge had not gone through but also Chinese food refund had not gone through either. I wanted to make sure that I would not be over drafted so the Assistant told me to make a deposit in X amount of dollars and I would be fine.
Yeah right!!! The next day I checked my bank and bang!!! 2 more over draft fees. I was so angry I went back down to the bank to talk to the Assistant again who was very rude!!! He told me it was not the bank's fault even though he told me everything would be alright.
I finally asked to talk to the Branch Manager who I could tell wanted nothing to do with it. He went into her office and she slammed the door. I could hear them yelling at each other. Finally he comes out and tells me she'd see me in a minute. 20 minutes later she called me into her office and said that I would have to fill out an affidavit to the Chinese restaurant even though the refund was given because I had the receipt.
When I started to tell her about what the Assistant and I discussed she wanted no part of it and said it wasn't a bank error so they were not going to refund my money. So again I was out $78. I also would like to mention that the dates on debits and charges change all the time so the bank got you so screwed up and that's what they want so they can take your money.
How is it fair that Citizens Bank practice this way? How can my online banking page to my account be different from theirs? It's robbery if you ask me. I have finally had it and am switching banks. I hope something can be done about this so people don't keep getting robbed.
BOSTON, MASSACHUSETTS -- I was made aware of fraudulent activity on a joint checking account in 2007. As soon as I found out what was happening I personally went to a local branch to discuss. I worked with the branch manager and filled out several affidavits. As a result of the fraud, the account had gone well into the overdraft line of credit that was linked to the account. The branch manager attempted to fax the affidavits but informed me that it was not going through, she said I could come back or call the next day. I made several attempts to reach her over the next few days but was told she was out. The other employees had no information about my case or account.
A short time later I heard that the branch manager was "let go" and shortly after that, the local branch was closed. There were no records of the affidavits to be found, I never got copies and no one had any clue as to anything odd going on with my account.
I have been reaching out to various employees in the fraud department, phone bank department and executive office. However, each time I do I am given different kinds of bogus information and basically led down paths that lead to dead ends.
Although I have made monthly payments to the OD account, it seems that some of my payments had gone missing. At one point I was told that since the account was frozen and/or closed I couldn't make on-line bill payments. That does not make sense since some of my on-line bill payments have indeed been credited to the account. No one is able to pull up any account information. I have been transferred and hung up on by the colleagues in the phone bank and basically called a liar in a letter received from DDA Counseling.
Over a year ago I emailed several screen shots to a colleague in the fraud department which clearly showed my payments being made to the correct address, with the correct account number. Yesterday I was told that this email was never received. The worst part is now the burden of looking for all of my old records and providing proof of payment again is put on me even though I had already done this.
Example: My September payment had gone missing and no one could find it. Then suddenly the payment was found but it wasn't credited until the beginning of October. If you look at October you will see there is a credit on 10/3 which was the September payment. There is another credit at the end of October which is the correct October payment. How many times has this happened? How many times have payments gone missing that I never even noticed! Meanwhile, even when payments are received and credited properly they keep sending 30 day lates to the credit agencies.
Last - if no one can find any of the affidavits and if some of my payments had gone missing... Where is my personal information? They refuse to do an investigation, won't even mention the word "archives". Everything that has gone wrong with this account is a direct result of the fraud.
Another example: I paid off the OD account in full on 8/3/08. The payment was not credited until 9/3/08. Does it really take a full month to receive the payment or are they trying to accrue more finance charges and late fees?Personally, I think the branch manager who was let go at the branch that was closed down was pulling an inside job. Furthermore, I think the employees at Citizens Bank know this to be true and are trying to cover it up.
BUFFALO, NEW YORK -- I was a customer of Charter One Bank for many years and never had a problem. In fact, Charter One was a GREAT bank...until it was acquired by Citizens Bank a few years ago. Since the acquisition, I have had more problems than I can enumerate. The main issue is that Citizens Bank is always coming up with innovative ways to charge excessively high fees.
For example, I went on a trip and overdrew my account by approximately $15. Because I was on vacation, I admittedly wasn't keeping a close watch on my account. However, because Citizens charges a fee for being overdrawn and then additional fees each day the account remains overdrawn, by the time I returned home a week later, my account was $800 to the negative. I was shocked that that amount of fees would be charged for a mere $15 overdraft.
On another occasion, I checked my account online and discovered that I had been charged overdraft fees even though my account was not overdrawn. I had made a deposit, and 4 or 5 days later made some purchases. The account still had a positive balance, but I had been charged $142 in overdraft fees. When I called customer service, I was given some runaround about being charged the fees in anticipation that the purchases would clear before the deposit. It took insisting to speak to a manager and having to yell and scream at these people to get them to reverse (only some) of the fees.
Most recently, I went into the bank to make a payment via check on a small loan that I have. I have been making payments on this loan in this manner for 7 months without issue. However, on this most recent attempt to my bill, I was told that it is the bank's policy not to accept payment on the loan while my checking account has a $0 balance. I explained to the teller that I am trying to close the checking account [because I hate their bank and all the fees they charge!] but was told I could not close the checking account until the loan was paid off. I don't want to put money in the checking account; I want to pay on my loan!
The teller told me that she would have to deposit my check into the checking account and wait for it to clear before the bank would accept a payment on my loan. Today is Thursday, July 3rd. Because tomorrow is a holiday, and then it will be the weekend, my check will not clear until Monday, July 7th. The due date on the loan payment is Sunday, July 6th, so they are basically forcing me to make the payment late so they can CHARGE MORE FEES.
Stay away from Citizens Bank! I understand a financial institution's need to protect itself; however, Citizens' "policies" are only designed to get you trapped in holding accounts with them so they can continuously rape you with fees. They're probably one of the biggest racketeering operations going.