Complaints

This profile includes complaints for Citizens Financial Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Citizens Financial Group, Inc.

  1 Citizens Plz Providence, RI 02903-1344

  
• 

  Citizens Bank

  15 Chesterfield Rd Ste 1 East Lyme, CT 06333-1737

• 

  Citizens Bank

  816 Long Hill Rd Groton, CT 06340-4205

• 

  Citizens Bank

  354 Broad St Manchester, CT 06040-4033

• 

  Citizens Bank

  23 Broadway Ave Mystic, CT 06355-2744

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/22/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Citizens bank *** in my area was out of service 3 days in a row which caused me to incur over draft fees because I was unable to make deposits to cover the charges coming out of my account. I called and spoke with a supervisor who states they cannot refund the fees even though I had zero access to deposit money due to my work hours and having to rely on the *** to make deposits. I incurred 5 overdraft fees due to the bank's equipment failure. I explained that I had the same issue with the *** weeks ago and had to speak with a customer service representative regarding the matter. The supervisor was unwilling to rebate my overdraft fees that I feel were unfairly charged given the fact that I could have covered the charges had the *** been working.

  

  Business Response

  Date: 11/08/2022

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry.
  A detailed response has been communicated to ***************************** on October 13, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

  Customer Answer

  Date: 11/10/2022

  [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

  Date:09/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a mortgage with Citizens Bank. I contacted Citizens Bank to go paperless. I spoke to 5 representatives for them to finally tell me that I can't go paperless because I have a mortgage. I want to go paperless as I don't read the statements I receive in the mail. It also makes me susceptible to fraud. Please don't mail any paper statements to my house.

  

  Business Response

  Date: 02/05/2023

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customers inquiry.
  Please note that we have fully addressed this matter directly with **************** on September 30, 2022 via mail. We have provided a copy of our response letter for your files. 

  We apologize for the delay in providing a status update for this complaint. 
  
  Sincerely,
  Office of the Chairman
  Citizens

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spent 13 minutes on the phone with an agent who clearly had no idea what he was talking about, and was feeding me false information. I got an out of state charge on my card, and called to cancel. Agent said it was being canceled on 9/15, and then proceeded to ask me a questionnaire of questions on the fraudulent charge. He then proceeded to tell me that I would get a phone call from the investigative team, and even asked me what time of day works best for me. Now it is 9/21 and still no phone call. I chatted with an agent and they said this was all misinformation, Citizens does not call customers, but that person cannot help me and I have to call again. This is ridiculous now because I should not have to go to these length for a simple dispute on a charge for $11. I would not bank with Citizens Bank if I knew they held out and do not cover fraudulent charges. I just want my money back and do not want waste more time talking to people who keeps giving me different answers.

  Customer Answer

  Date: 10/02/2022

  [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

  Date:09/20/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After I reach them for denial of credit I was informed my name was attached to my wife's account. by the phone conversation it was stated we have been emailed of unsuccessful payments to my wife email. We sent ********* we never got the email, we also sent proof Apple charged full price of phone which was debited from our account and we also sent information which demonstrates our willing to always pay and comply with our responsibilities. We sent email 2-3 weeks ago. No one has reached us out. I want this matter to be resolved as soon as possible as person on phone call was very very aggressive and unwilling to help. With my intentions to be always willing to comply with my responsibilities please help me resolve this matter so this will not affect either parties. My name is: ***************************. DOB: 05/15/1984 My wife name is: *********************************:03/12/1986 Address: *******************************************************

  

  Business Response

  Date: 11/23/2022

  Please see the attached copy of our response letter mailed to our customer on November 23, 2022.
  
  Sincerely,
  Office of the Chairman
  Citizens

• Initial Complaint

  Date:09/20/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 19, 2022 I tried to pay for my transaction at a ******* and my card was declined. I checked my online banking app and noticed that there was a $551.00 transfer to another account. When I checked I noticed there was another account created under my name that I did not create ending in ****. When I contacted the bank they informed me that the account ending in **** was created in a ************** branch in Bushwick ********. Whoever created the account ending in ****, changed my address, my phone number, and my email address. When I checked the transactions in the unauthorized account ending in ****, they had withdrew a total of $500.00 at a ATM in Brooklyn, ** and they also did a $50.00 transaction at a restaurant in ********. They also tried to do another transaction on August 24, 2022 but it was declined due to me flagging it as fraud. I put in three different appeals and also a theft report because the bank said there was no fraud detected. There absolutely was fraud. I do not live in ********. I live in ***********, ** and I also did not authorize anyone to make another account under my name and steal my hard earned money. They allowed someone in ******** to do this and it did not raise any red flags for them. They won't acknowledge that this was their mistake and they are holding me responsible for this. I have attached the bank statement of my original account ending in ************************************************************************ ****, along with the theft report, and fraud text that happened on August 24, 2022.

  Customer Answer

  Date: 10/01/2022

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 10/28/2022

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry.
  A detailed response has been communicated to ****************** on October 24, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

  Customer Answer

  Date: 10/31/2022

  [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

  Date:09/19/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im Writing this complaint about Citizens bank home equity ***************** The division is marred of illegal lending practices, negligence and incompetence which all have an impact of financial position for customers. I applied for home equity line of credit in March 2022. application number **********. I got conditionally approved. The home appraisal came back of 721K. The underwriter took two months to process my application and kept asking for irrelevant documentation like my wife rental property income and my wife is not listed on the collateral house nor was she a co-applicant. In addition, the underwriter put the wrong monthly property tax numbers on my file and rejected the file 05.31.2022 due to high Debt to income ratio. 06.01.222. After numerous attempts with my loan officer ****** and my Loan processor Danese to ask them to tell me what my DTI (Debt to Income Ratio) is, they refused to answer. ***********. I called the hotline for home equity, and they were able to tell me what the Debt-to-income ratio was, which told me that both the loan officer and the processor were willfully concealing the information. I found that the underwriter put wrong taxes number. After a month of back and forth the loan was still denied because of insufficient income even though I sent to the ** operation ******* my employment contract that show the new income. I applied again on 07.14.2022 Application #**********. They put the new income . I got denied again due to high DTI. The underwriter still put the wrong taxes and wrong Payoff amount and reported DTI 78%. after two months with loan offcier **** and Processor ****** I showed them their errors and now they adjusted the to be DTI *****% and still rejected the loan because it is not 55%. I showed them that they still have errors for not adjusting the loan amount and adding another payoff to bring DTI to 55%. The manager ***** did not get back to me. Total negligence, incompetence and illegal lending practices.

  

  Business Response

  Date: 10/19/2022

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customers inquiry.
  Please note that we have fully addressed this matter directly with Mr. ********* on October 14, 2022 via mail. 
  We have provided a copy of our response letter here for our customers convenience. 
  
  Sincerely,
  Office of the Chairman
  Citizens

  Customer Answer

  Date: 10/20/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The response from Citizens Bank is without evidence. Their Calculations of the DTI  is wrong because they used wrong numbers. For example , their underwriter put wrong real property tax numbers and he defended those tax numbers by saying he got them from realtor.com! unbelievable!. and then said the decision for denial is final. After I showed him his errors with evidence , he then put corrected his wrong  numbers , but then he made another error and put the wrong payoff debt consolidation numbers.  I go could on and show the degree of ignorance and incompetence. I provided evidence when I filed my complaint , yet the Citizens bank responded with no evidence. The Bank need to show their calculations for their response to be valid.  I provided an excel sheet from the underwriter that showed that he put the wrong numbers. The bank is practicing illegal lending practices and is covering up their errors.

  
  

   I wish to resolve this issue in an  amicable way ,  instead of going to the court system and then I will ask for discovery and compare it to the evidence that Citizens bank already gave me. That also can evolve into a class action problem ,  because I think they made other errors with other applications.  I have the excel sheet from the underwriter and emails that shows the wrong numbers he used. For the record I'm a professor of finance so when I say that they have wrong numbers and wrong calculations , they want to take that seriously. I made sure that I collected the evidence from the loan officer and the underwriter because I knew that Citizens bank will lie and send vague response letters to cover up their wrong doing . They need to retrain their underwriter and his name is in the evidence I have . Their response is incompetent and shows the culture of deception.
  

  
  

  So ,  the ambiguous response from Citizens Bank  without evidence is worthless  because I have the receipts. They need to adjust their strategy.  So either they provide evidence or they are just stalling and writing response letters of no value and eventually we will end up in the court system if we cant reach an amicable solution to this wrong doing. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Moustafa

   

   

  

  Business Response

  Date: 11/25/2022

  Please see the attached copy of our response letter mailed to our customer.
  
  Sincerely,
  Office of the Chairman
  Citizens

  Customer Answer

  Date: 11/30/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  Im writing in response to your letter dated November 22 , 2022.

  The bank underwriter made several consequential mistakes by putting in the wrong tax number($3,426) instead of $1,970.74, wrong payoff numbers($10,023-- he put it twice),he put wrong qualifying payment number($1,660.32), the Bank response letter qualifying payment number was wrong ($1,722.13) contradicting their underwriter number, wrong loan amount number (*******) instead of $160,377 , and not realizing that the loan can be increased to pay off SYNCB and reduce the ***.
  

  It should be quite clear now that the bank is trying hard to cover up for the underwriter and their bias towardsme through rejecting the loan. Simply stated the bank underwriter produced a *** of 78% and denied the loan and said it was final denial. After numerous attempts to point out his errors and negligence he then revised the Debt to income ratio down to 55. 27% from 78%!, but still denied the loan saying *****% is not ****% . *****% is essentially 55% (do they know how to round up the numbers).

  The bank response letter upped up their qualifying payment to $1,722.13 contradicting their underwriter ($1660.32) and made the *** ratio to be 55.77%  and not *****% according to their underwriter, while not realizing that the loan amount can be upped as well to do another pay off and we will be at 55. 24% which is essentially 55% . Mathematically any number below ****% is essentially 55% , nevertheless if they were obsessed of getting to exactly ****%then all what we need to do is takeoff another $25 from the monthly payment (which is easily done) , then we will get to ****% .

  It is obvious to reasonable individuals that they are trying to cover up theirerrors and incompetence. The bank doesnt want to take responsibility for their underwriter errors . The confusion that the underwriter caused because of the many errors that he made is what created this mess.

  I'm 100%certain that their underwriter made other errors to other applications or if he did not then it was intentional from his part to sabotage my application.

  The response CitizensBank is omittingseveral key facts:

   

  1-       For more details about my second application :The bank Underwriter put wrong numbers for taxes ($3,439.75/month) see attachedemail evidence Exhibit 1and then deniedthe loan for high *** ratio. He reported *** ratio of 78%! Which was absurd!

   

  2-       The bank underwriter after I pointedto him the errors of the tax amount , because of my knowledgeand evidence I provided , he then, corrected his errors and put the taxes to reflect $1,970.74/month , but then made another error by including in the payoff amounts $10,023 for two different accounts twice (see attached email evidence Exhibit 1) . He denied the application because the loan amount was lower than the payoff and he did not realize that he put wrong numbers in the payoff amounts!

   

  3-       The underwriter reported that the payoff amount needed is $160,783 which was wrong (see email evidence Exhibit 1). I also provided Table 1 to show you how their underwriter came up with the wrong payoff amount of $160,783. See Table 1 and check the highlighted numbersand compare that to email evidence exhibit 1.

   

  4-      I pointed out his errors (see email evidence Exhibit1). Then he corrected his errors (see emailExhibit 2) . I also provided Table 2 to show how he corrected the payoff to show the correct amounts. But their underwriter still denied the loan saying that the *** was *****1% (see email evidence Exhibit 2). I also provided Table 3 to show how did he came up with *****% .

   

  5-      Their underwriter either did not understand that the loan can be increased or ignored that I requested the loan to be increased to $160,377 (see email evidence Exhibit 2 attached) since the equity of the house increased. The request to increase the loan to $160,377 was to pay off SYNCB ($2,202) for a total payoff amounts of $160,377 ,which will then remove $65 (SYNCB) from the monthly debt payment , which will then reduce the *** to *****%. Please see workout Table 5 that shows the calculations

   

  6-      The bank underwriter provided a qualifying paymentamount for $*******Heloc Loan to be $1660.32

  (see email evidence Exhibit1 attached). Now in their response letter they say the qualifying paymentis

  $1,722.13 per month and they came out of 55.77% insteadof *****1% reportedby their underwriter. See Table 6 to see how did the come up with 55.77% So, was that another error from their underwriter or the bank trying to fudge the numbers to make things work for them?

   

  7-       The bank in their response letter made the same error that their underwriter did and that they did not realize that I requested the loan to be increased to $160,369 see Email Evidence Exhibit 2. Had they realized that and ran the scenario of using theirrevised qualifying paymentof $1,722.13 paying off SYNCB and hence removing $65 form the monthly debt payment the *** ratio would be *****% which is essentially 55% . See Table 7 for the calculations.

   

  8-       Nevertheless , If the bank wanted to be at exactly ****% then all what was needed was for me to pay off ******* Federal CreditUnion that had a balanceof $1,006 (I offered to do so) ,which would then remove

  $25 from the monthly paymentand the *** would be exactly ****%.See Table 8 attached.

   

  9-       Obviously, it is absurd to deny a loan of 160K because there is a $25 monthly payment that can be easily taken care of. The only explanation is they were incompetent ,biased,covering up theirmistakes and not trying to work with customers to solve the issue. The bank doesnt understand denying loan has substantial implications for customers financial position and emotional wellbeing.Therefore, they must

  
  

  take due diligence in rendering those decisions to be correct.Knowing how many errors theirunderwriter made should propel them to do the right thing . Instead,they are working hard to justify wrongdoing .

  Had they spent half of that energy correcting the errors from the start and workingout the mistakeswe would not have here today.

   

  10-    For a reflection about my first application : The response letteromitted that in my firstapplication the underwriter made the same exact errors he made in my second application by inputting wrong tax numbers. He reported *** of 90% and then78% which was absurd!

   

  11-    The response letter omitted that in my first application towards the end of a long process of figuring out where their wrong *** of 78% or 90%came from (they were refusing to share the *** numbers) I requested a loan of 183K that was allowed basedon the appraisal done at that time, and I communicated with the bank VP of operations (See email evidence Exhibit 3)requesting that he updates the income to reflect my promotion salary increase and based on the updated income and the numbers at that time 06.28.2022 my Debt-to-income ratio was 55.16% based on the qualifying payment at the time. See email evidence Exhibit 3 . See Table 9 for *** calculations . See Table 10 to show the loan amount needed for the payoff.

   

  12-   Obviously , since the amountneeded for the payoff for my first application was $174,214 , they could have reduced the loan amountto $175,000 which will the reducethe qualifying pay, net and the load would have had a *** lower than 55%and the loan would have been approve din June of 2022.

   
   

  Conclusion:

  The bank underwriter made several consequential mistakes by putting in the wrong tax number($3,426), wrong payoff numbers($10,023), either wrong qualifying payment number($1,660.32), or their responseletter qualifying payment number was wrong ($1,722.13) , wrong loan amount number (*******) instead of $160,377 , and not realizing that the loan can be increased to pay off SYNCB and reduce the ***.

  It should be quite clear now that the bank is trying hard to cover up for the underwriter and their bias towardsme through rejecting the loan. Simply stated the bank underwriter produced a *** of 78% and denied the loan and said it was final denial. after numerous attempts to point out his errors and negligence he then revised the Debt to income ratio down to 55. 27% . Also , *****% is essentially 55% (do they know how to round up the number).

  The bank response letter upped up their qualifying payment to $1,722.13 contradicting their underwriter ($1660.32) and made the *** ratio to be 55.77%  and not *****% according to their underwriter, while not realizing that the loan amount can be upped as well to do another pay off and we will be at 55. 24% which is essentially 55% . Mathematically any number below ****% is essentially 55% , nevertheless if they were obsessed of getting to exactly ****%then all what we need to do is takeoff another $25 from the monthly payment (which is easily done) , then we will get to ****% .

  It is obvious to reasonable individuals that they are trying to cover up theirerrors and incompetence. The bank doesnt want to take responsibility for their underwriter errors . The confusion that the underwriter caused because of the many errors that he made is what created this mess.

  I'm 100%certain that their underwriter made other errors to other applications or if he did not then it was intentional from his part to sabotage my application.

  
  

  
  

  Regards,

  Moustafa

   

   

  

  Business Response

  Date: 02/06/2023

  We have received the rebuttal notice pertaining to Case #******** for *******************************   
  
   
  
  A detailed resolution was provided to our customer on November 22, 2022 via mail.   (response letter attached for your reference.)
  
   
  
  Although this may not be the outcome Mr. ********* had hoped for we feel we have fully addressed this matter and consider the issue resolved.  We request the case status be updated accordingly.
  
   
  
  Please let me know if you need any further details.
  
   
  
  Thank you,
  
  *****
  
  Office of the Chairman
  
  Citizens
  
   

  Customer Answer

  Date: 02/07/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  the underwriter, issued a refusal for the Loan and labeled it "Final Decision" even after I asked both the processor  and the loan officer to invite the underwriter to check his work. Yet, they returned saying that ******** reviewed the work and the decision was final. So,upon further investigation, I called the hotline, where I discovered that ******** reported a very high debt-to-income ratio. Upon further discovery,your incompetent, negligent, and careless underwriter replied with email evidence (attached), saying that he put 41K as the yearly property taxes and cited "relator.com." as the source for his numbers. That, on its face, is disqualifying.
  
  I'm a professor of finance. Any competent underwriter would have noticed that a property appraised for 690K can't possibly have 41K as a  yearly property tax. Any typically trained underwriter would get accurate tax numbers from the official property taxes website, not the unverified public website realtor.com.
  
  What he did was purely careless because that was the second time this had happened, which is an issue for the bank. After all, it shows a systemic problem. After all, the same happened in the first application, and I corrected the same in the first application. His wrong tax numbers sent all of us spinning, trying to figure out how on earth ******** reported that high Debt to income ratio, which wasted our resources and time. Please understand that this is just one example that highlights the incompetence of your underwriter. The same stupidity kept evolving throughout the application, with other problems that stemmed from ******** and his supervisor's incompetence.
  
  
  
  I'm requesting $**** as monetary compensation to enter into a settlement agreement, and I came up with that number because that is what the small claims court will award when I file the lawsuit against the bank. I'm also planning to go to the national media and local media to expose the incompetence and negligence of Citizens bank's underwriting division. Since I'm a finance professor and have credentials, they will listen.
  
  Why is this one example important? Consumers should not have to calculate how the underwriter came up with the wrong numbers. Had I not been a finance professor, I would not have known why my Debt to income ratio was reported that high. So that means the banks would have sent a letter saying *** was high even though that would have been false. Upon further investigation, the *** that was initially reported and the underwriter supposedly said the rejection decision was final was based on a wrong ***. The reported Debt to Income ratio was lower than was declared. The underwriter needed to learn what he was doing. He put the wrong tax number relying on unverified data, then said the application was denied,and the decision was final.
  
  Furthermore,that error instigated other errors because the same incompetence continued.This sensitive information about how your underwriter made decisions impacting people's lives and how he was so careless is a big issue. Citizens bank needs to take care of that and accept my offer. Please remember, he made other errors, and spending my time to fugue how this incompetent underwriter came up with wrong numbers made us spin in circles and wasted ti,e in discussion with the loan offices. Citizens back responsibility is clear, you hired *******, and you stood by his bad decisions and wrong numbers, so you must correct the issue, especially since you have indisputable evidence. If this goes to court,I will have more evidence and arguments to make to the court and the media, so don't assume this is all I have on this matter.
  
  Your underwriter should be fired, and his supervisor should be fired, but that is your internal matter. So,  barring no compensation from the bank to compensate me for the time and pain, and suffering of having to deal with such ignorance that wasted my time because the housing market started to soften and the appraisals started to get down, which impacted my chances for getting the Loan with more favorable terms.
  
  Suppose I do not hear back from the bank within 15 days after you receive this letter. In that case, I will start the court filing procedures and arrange local and national media interviews as I'm determined to expose the negligence and incompetence of the citizens' bank to the world.Knowing that once the lawsuit starts and I gain more versatility in the cases,this **** will increase ten folds when I file in federal courts and possibly create a class action suit. I already spoke to a law firm, and they were interested in taking up the case. However, I opted to do a settlement with the bank here with this $**** amount instead of asking lawyers to get involved, and then you will be looking at hundreds of thousands of dollars.
  
  Just some little research about citizens bank's incompetence: Remember this "Citizens Bank faced another lawsuit in 2016 about miscalculating minimum payments for borrowers with a home equity line of credit. Allegedly, Citizens Bank did not properly calculate minimum payments using a level amortization method and instead accelerated the principal repayment, which meant that the first seven years of home equity lines of credit had higher minimum payments than agreed upon." Reaching a settlement here and closing this subject with such a small request is very reasonable. The email evidence is indisputable and shows numerous errors, not just the one example I showed above.

   

  I have attached the evidence. and there are a lot more evidence to present too.
  
   
  Regards,

  Moustafa

   

   

• Initial Complaint

  Date:09/18/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 5th, I deposited two checks from my employer via the Citizens mobile app. One check was for $197.55 (check number ending in *****). The second check was for $224.79 (check number ending in *****). Approximately around August 10th the check for $197.55 (check# ending in *****) was returned to my account leaving me in a negative balance. When I called ************ I was told that the check was already cashed by a non-citizen customer and no further information available. I also requested to talk with a citizen supervisor which again basically told me the same information, " that the check was already cashed and because whoever cashed it was a non-citizen person and there was no other information to give me." At this time I called my employer and explained the situation. The employer went into their records and contacted their payroll department who said that Citizens Bank was the one who cashed the check that was in question. The employer also suggested that because it was a mobile check that maybe I can take the physical check into the bank to get it cashed.The next day I went inside the bank located in Upper *****/************** and was told to redeposit it because they dont know why it returned. Now Citizen is saying that my account was debited $27.24 and that there was an error code on August 5th 2022. So now they are saying that my employer check for $224.79 (check ending in *****) is really the check for $197. 55(check ending in *****). How could that be? They are two different check. Now my account is in negative balance because ************ is playing with my hard earned money. How can they just adjust an employer check that was given to me from working ? They owe me my $197. 55check plus $27.24 and whatever other fees they are taking from me. Please help.

  Customer Answer

  Date: 10/03/2022

  I have heard from the business about 2 days after filing report with BBB. Spoke with someone name ******* who said that she read my report and will see what happened to my checks. As of today Oct 3, 2022 I have not heard anything and matter is not resolved.

  

  Business Response

  Date: 10/19/2022

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry.
  A detailed response has been communicated to ***************************** on October 3, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:09/16/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got tons of marketing from citizens to open new accounts and a $600 offer the offer states get $300 when you open your first checking account and setup and make a single direct deposit of $500 or more and get $300 when you open your first savings account and deposit a minimum of $200 or more for 3 months in a row. Then if you look at the finer print section 1 it says how to earn the $300 bonus for checking OR savings I went to the bank to open an account with ************************* I asked him did I have to open both checking and savings he told me no its been 7 months and I made $200 consecutive deposit and still havent received my $300 bonus when I called they told me I had to open a checking account when I told them I was misinformed they told me to reach out to the branch manager ******************** reached out to her explained the situation and she never got back to me.

  

  Business Response

  Date: 10/26/2022

  Please see response letter mailed to customer on 10/26/********* of the Chairman

• Initial Complaint

  Date:09/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid my vehicle loan off with Citizens Bank and got a confirmation letter (enclosed) on Septemberr 2, 2022. On September 15, 2022 Citizens transferred $521 from my checking account. When I called Citizens to question the withdrawal they refused to cooperate or acknowledge the withdrawal and told me to call my bank. My bank was able to recoup the money and I was charged a $30 fee to keep Citizens Bank from withdrawing any more funds. I do not remember authorizing Citizens Bank to withdraw money due to the fact we always paid them via their website, but It is possible 4 years ago I signed an authorization, but always paid them directly through their website so they never withdrew any money before. I was also informed there had been a $250 overpayment. They are denying there was ever an over payment which I was told I would receive it by mail within 3 weeks.

  

  Business Response

  Date: 09/23/2022

  Please note that we have fully addressed this matter directly with *********************** on enter 09/23/22.  A detailed response with enclosures has been communicated to the customer by telephone.  In the interest of protecting our customer's privacy, we are unable to provide you with any additional details in this matter.
  
  Please let us know if we can be of any further assistance.
  Office of the Chairman

• Initial Complaint

  Date:09/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday I received a text from Citizens saying oops(I attached a copy of Wednesdays same text)but I had a positive balance of I believe **** so I was not overdrafted so I called because I didnt want fees taken out. I was told the text was spam to report it and all was fine. But the next day I was charged a fee and it was refunded and a new transaction was posted (foremost) that wasnt there before. Wednesday the same thing happened so I transferred money just in case(even though I had a positive balance) and I tried to contact them but was unable to. At this point I dont know if my account is correct and I dont understand what is happening. Id like to to have answers to both.

  

  Business Response

  Date: 09/26/2022

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry.
  A detailed response has been communicated to ************ on September 19, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

  Customer Answer

  Date: 09/27/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The woman tried to explain why my account the app and their records of my account do not match and basically its because there are transactions I cannot see and that is in acceptable.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ***

   

   

  

  Business Response

  Date: 11/03/2022

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customers inquiry.
  Please note that we have fully addressed this matter directly with ************ on November 3, 2022 via mail. 
  We have provided a copy of our response letter only here for our customers convenience. 
  
  Sincerely,
  Office of the Chairman
  Citizens