RBS Citizens, N.A.

X

Additional Notes

Complaint: Called to cancel a lost or stolen debit card on 4/19/13, was told a new one would arrive in 3 to 5 business days and that my card would be cancelled. On 4/29 I called back to check on status. I was told I should receive my card tomorrow. After not receiving my card on 4/30 I called back. I was informed that my card was not cancelled on 4/19 and that it was just cancelled on 4/29...and that it would be another 3-5 business days till I receive my card. I have lost all faith in their customer service department. The supervisors are useless and there seems to be no accountability. It should not take 10-13 business days to get a new debit card

Desired Settlement: Restore my faith in your business

Business Response: May 7, 2013  

******* * ******** 
RE: Better Business Bureau Inquiry

Dear Mr. ********:
I am writing in response to your inquiry forwarded to our office from the Better Business Bureau.Citizens Bank wishes to express our sincere apology for any inconvenience you may have experienced as a result of this unfortunate incident.  Our records indicate that on April 29, 2013 a new debit card was ordered and activated on May 4, 2013.

At Citizens Bank we strive to give exceptional service, and I am sorry to hear that you did not have that experience with us in this instance. I assure you that we do care about our customers and are consistently exploring ways to improve our customers’ experience. It is only through valuable feedback such as yours that we are able to determine if we are providing the services our customers expect and deserve. If you have any further questions or concerns, please contact me at ************.

Sincerely, 
***** ********
Office of the Chairman 

CC:  Better Business Bureau Case Number ******

Consumer Response: 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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

X

Additional Notes

Complaint: They took $275 out of my account for an overdraft they said I had over 8-9 years ago. Taking that money made two checks bounce. Now they want more overdraft fees. When I asked them to show me proof that I owed them that money, they told me that they didn’t have to prove anything. Citizens, Chestnut Street, Meadville PA

Desired Settlement: Want back my $275 plus they should pay for the two bounced checks and their overdraft fees

Business Response:
April 19, 2013
  
****** ******
RE:   Account Ending in **** 

Dear Ms. ******:
I am writing in response to your letter forwarded by the Better Business Bureau (BBB) on April 18, 2013, regarding the above referenced account.  It is my understanding that you have concerns regarding a debit on the above referenced account.  Money was debited to pay another debt owed to the bank, and after the funds were debited checks presented against the account causing the account to go into overdraft.  Enclosed, please find an excerpt of our Personal Deposit Account Agreement, in respect to the right of set off.  Briefly, it states if you owe us money that is due than you grant us the right to set off the funds in your account or any other account you have with us to pay money owed to us. We may exercise this right even if you lose interest, have checks returned, and incur an early withdrawal penalty or any other consequence.       

Our records confirm that the account ending in 5600 was charged off on June 27, 2008, in the amount of $335.11; as such, the bank exercised our right of set off.  We debited the amount of $275.00 on December 6, 2012, from checking account ending in ****. As there is still a balance owed on the account and four additional charged off checking accounts, we are unable to provide a refund of the amount debited or rebate any fees at this time.  We regret any inconvenience you experienced as a result of this matter.      Our records confirm balances are owed on the following charged off accounts: Checking account ********** – Balance owed is $60.11Checking account ********** – Balance owed is $323.14Checking account ********** – Balance owed is $513.50Checking account ********** – Balance owed is $214.22Checking account ********** – Balance owed is $175.46 If you have any further questions regarding your charged off accounts, please contact our DDA Recovery Department, at 877.363.4605, they are available Monday through Friday 8:00am to 9:00pm, and Saturday 9:00am to 1:00pm. It is my understanding that you may not be satisfied with this response and I regret if this is not the resolution you were hoping for.  We appreciate the time you took to express your thoughts and for providing us with the opportunity to respond.  If you have any further questions or concerns, please contact me at ************.

Sincerely, 
******* ******
Office of the Chairman 

CC: Better Business Bureau       
Case Number: *******
Enclosure

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: I have an outstanding dispute with the Citizen Bank's mortgage refinance office in Rhode Island. Anyway, I will attempt to attach the fax that i sent to Citizen Bank's customer service department regarding my complaints back in December. This is a copy of every e-mail between myself and your company related to refinancing my house. I realized that a few spots say "[Quoted Text Hidden]"; this is something that Citizens Bank's e-mail must do automatically. I did not hide any text from my end. Anyway, here is a summary of these e-mails with some guestimated dates: 2010 (approximately) - I used Citizens Bank to refinance the 30 year mortgage on my house into a 20 year mortgage. The appraiser does a full walk through inspection and calculates the square footage of my house at just over 2,000. The original mortgage was not with Citizens Bank. In the year or so afterwards, I moved all of my personal banking from other companies to Citizens Bank. 2/14/2012 (approximately) - I contacted Citizens Bank to attempt to lock into the interest rate for a 15 year mortgage; I was approximately two years into a 20 year mortgage at the time and had calculated that with a better interest rate I could make nearly identical payments on a 15 year mortgage rather than a 20 year mortagage and pay off the loan three years quicker. I was paying (and am still paying) PMI on the 20 year mortgage and realized that this would continue as my house value had likely decreased between the prior refinance and this date and I would be adding the cost of the refinance into my new mortgage. 2/21/2012 - I called Citizens Bank again as I had never received any paperwork to lock into the interest rate. I was told they had forgotten to send it. I was assigned **** ***** as my loan officer at this time. I informed him that the square footage of my house as listed with the township is not correct, so a full appraisal will be required. I was told that I would learn whether or not the refinance would proceed by the end of March, at the latest. I paid the $450.00 application fee. 4/11/2012 - I contacted Citizens Bank because I had never heard back regarding my refinance. I had been awaiting a call to schedule the appraisal. I was told that the appraisal had been completed 6 weeks prior and that **** ***** did not have my phone number or e-mail address and therefore could not send it to me. Please note that we had had discussions through both e-mail and telephone prior to this date. 4/12/2012 - **** ***** sends me the appraisal. It lists the square footage of my house at approximately 1,400. I inform him that this is incorrect and obviously went off of the town records. I again ask him to schedule a full appraisal. Please note that he had previously seen my 2010 appraisal and should have realized that the house did not shrink by 600 square feet, 5/15/2012 - The appraiser finally comes to my house. I had complained numerous times both in writing and telephone about the delays between the prior appraisal and this new appraisal. 5/31/2012 - I finally receive the revised appraisal. The square footage of the house is listed at approximately 1,800. I state that I don't believe that this is correct but as the appraised value of the house is greater than the amount remaining on the existing mortgage plus the cost of the new refinance I am willing to move forward with the refinance. **** ***** informs me that he can no longer refinance houses that will require PMI as Citizens Bank cannot find an underwriter for this insurance. I inform him that I was never told that the value of the house had to be above PMI level when I began the refinance process and as such should be refunded my application fee. I knew that I would be paying PMI from the first time I contacted Citizens Bank. 6/20/2012 - I receive an e-mail from ***** ******, **** *****'s supervisor, informing me that the refinance was handled properly and that the application fee will not be refunded. I inform him that I am not satisifed with this response and would like to speak to his manager. 10/1/2012 (approximately) - ****** from the Office of the Chairman calls me to inform me that she will review my complaint. I do not receive the message for approximately a month because she calls on an inactive line. There were numerous written complaints regarding the lack of a response between ***** ******'s e-mail and this date. 11/15/2012 (approximately) - I speak with ****** on the telephone and am informed that the mortgage refinance department's notes on my file indicate that I terminated the refinance process. I inform her that this is incorrect. She tells me that she cannot refund my application fee because of this note of **** *****'s. I ask to speak to her manager. 12/24/2012 - I speak with ****** ******, ******'s supervisor, and send her the attachment to this e-mail. She tells me that she will not refund my application fee because of the same note that ****** referenced and informed me that she does not have a supervisor and any further complaint must be sent in writing to the Office of the Chairman. In conclusion, I am shocked at how I have been treated in regards to this matter. Citizens Bank has made mistake after mistake at my expense. I am only asking for my application fee back when in reality I should also be compensated for the ridiculous amount of time I have had to invest in this and the additional amount I will be paying over the life of my mortgage that would have been negated had the refinance been handled properly. This issue will absolutely affect my relationship with Citizens Bank moving forward if it is not rectified. I would appreciate any help with this that you can provide. Please do not hesitate to call with any questions or concerns.

Desired Settlement: I deserve a refund of the application fee, recompense for the amount of time I have had to spend on this matter, the cost of additional expenditures on my current mortgage over its life due to Citizen's Bank's errors and interest on this money between the time of my original refinance application and this date. I would settle for a refund of my $450.00 application fee and an apology. Anything less than that will likely result in my filing a complaint in small claims court for full damages.

Business Response: April 2, 2013 
 
****** ****** ****** ***
RE:  Mortgage Loan ********
       Better Business Bureau Inquiry

Dear Mr. ****** ******:
Thank you for your recent letter that had been forwarded to our office for review and response by the Better Business Bureau (BBB) on your behalf.  In your letter, we understand that you had expressed concern with a recent mortgage refinance process that you had recently endured, specifically with the results of the appraisals of your property.  We also understand that due to this matter, you have requested to be reimbursed the application fee that you paid.
 
A review of your mortgage refinance process confirms that you had originally submitted your application on February 18, 2012, and that you submitted all of the necessary documentation in a timely manner. On March 19, 2012, a drive-by appraisal of your property had come in with a value that had been lower than expected. However, we understand that although we had attempted to contact you by e-mail from March 21, 2012 until April 10, 2012 to discuss the results of this appraisal, we had been unable to reach you as we had an incorrect e-mail address for you.
 
Please accept our formal apologies for any miscommunication regarding your contact information that led to your original application being withdrawn on April 10, 2012 due to a lack of contact.
 
Once you contacted us on April 26, 2012, another application was submitted without a fee on your behalf, and your previous documents that you supplied were utilized. At that time, the results of the appraisal were reviewed with you, and we understand that you challenged the amount of the square footage that was listed. Due to your concerns, a full appraisal was ordered on your property to ensure the proper square footage was obtained.
 
On May 21, 2012, the results of your full appraisal came back with a value that was lower than the original amount received, and the amount of the square footage had remained unchanged. On June 1, 2012, our underwriters and Appraisal Review Group (ARG) reviewed the appraisal and determined that Private Mortgage Insurance (PMI) was necessary to proceed with your loan.
 
On June 7, 2012, you were advised by your loan officer, **** *****, of the results of the second appraisal, the square footage amount that had been found, and that PMI was now necessary in order to continue with the process.
 
Even though we understand that in your letter you advised that you agreed with the addition of PMI, and that you were well aware that it was necessary; our records confirm that once you were advised PMI was needed, you advised your loan officer that you did not wish to proceed if PMI was required.
 
On June 14, 2012, our records show that you spoke with your loan officer’s superior, *********** ******, who also advised you that although every avenue had been exhausted in order to get your loan approved to meet your satisfaction, PMI was indeed necessary as a result of the appraisals. Our records indicate that you also advised him that you did not want to proceed if PMI was required, and requested that the appraisals be reviewed again for accuracy.
 
At your request, the results of the appraisals had been reviewed again by ARG, and it was determined that the square footage per both appraisals matched that of your town records.
 
While we understand that you have clearly stated that you feel as though the square footage of your property is higher than our appraisals and your town records reflect; we are required to use the value from our findings in the absence of any other proof that this information is inaccurate. At this time, we would recommend that you correct this matter with the town before attempting to refinance your property in the future.
 
As you did not agree with our findings or that PMI was required in order to proceed, our records do confirm that you withdrew your application on June 14, 2012.
 
After thorough review of this matter, it has been determined that every attempt was made by our staff to restructure your loan in order to get the loan approved while meeting your qualifications. Consequently, we are unable to reimburse your application fee as you requested.
 
Although we understand that this may not be the outcome that you would have hoped for, your concerns have been taken seriously, and this matter has been well-researched and documented on your behalf.
 
We appreciate the time that you have taken to bring this matter to our attention, and for allowing us the opportunity to respond.
 
Should you have any additional inquiries regarding any portion of this letter, you may reach me directly at ************.

Respectfully,
****** ******
Office of the Chairman
 
CC:  Better Business Bureau Case Number: *******

Consumer Response: 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.

Your letter does not address the major issue.  I did not elect to forgo the refinance at any point in the process.  The refinance was cancelled by Citizens Bank’s personnel and documented incorrectly in their system.  Citizens Bank is not able to provide any further information regarding this cancellation because it never occurred.  I have attached the e-mail where **** ***** expressly told me that we have no recourse moving forward.  He, not I, subsequently cancelled the refinance. All of the myriad other issues with the refinance process were only provided for the purpose of background and to demonstrate the pattern of unresponsive customer service and administrative errors that I have had to endure over the past year. I have every right to file a case in small claims court to recover this money but am obviously hoping to rectify this issue without doing so.  I have been a customer of Citizens Bank for several years with multiple checking and savings accounts, two lines of credit, a credit card and a car loan in addition to my current mortgage and have never had an issue with your organization before.  I honestly cannot understand how this issue has not yet been made right.  The application fee is not going to make or break me but I don’t feel like being played for a fool and I will not accept it.  I will not be dropping this issue. I have no problem discussing my concerns with you directly if you think it will help.  My cell phone number is ************.  I look forward to finally putting this nightmare behind me.Regards, Robert ****** ******  

Business Response: April 16, 2013
 
****** ****** ****** ***
RE: Mortgage Loan ********
       Better Business Bureau Inquiry

Dear Mr. ****** ******:

Thank you for your letter that had been forwarded to our office on your behalf by the Better Business Bureau (BBB) for review and response.
 
In your letter, we understand that you have received our response letter to you dated April 2, 2013 and have expressed continued concern with the mortgage application experience that you endured, specifically with its cancellation, as you stated you did not request to withdraw the application at any time.
 
For ease of reference, we have enclosed a copy of the prior response letter to you regarding this issue for your records.
 
While we recognize that you have adamantly advised that you did not request to withdraw your application, our records continue to confirm that you had advised our loan officer and his manager that you did not wish to continue with the application if it was necessary to include Private Mortgage Insurance (PMI) on your mortgage loan.
 
In regards to the e-mail correspondence dated May 31, 2012 from the loan officer that you referenced in your letter; when it stated that “we have no other recourse at this point,” it was in reference to the fact that we have no other recourse other than to require PMI on your mortgage loan due to the appraised value of your property. 

Please understand that this statement was not in reference to the cancellation of this loan, as the loan officer had again been advising you that PMI was necessary to approve your loan.
 
As you had advised us that you did not wish to proceed with the application if PMI was required, your application had been withdrawn on June 14, 2012.
 
In regards to your request to reimburse you for the original application fee that you paid, we would be unable to reimburse this fee to you as it is a non-refundable fee, and we believe that every avenue was attempted to get this loan approved for you.
 
However, if you would like to submit another application for review with the knowledge that PMI would be necessary to approve your loan; we will waive the application fee given this misunderstanding.
 
We hope that this letter has helped to clarify any additional inquiries that you may have had regarding this matter, and we appreciate the time that you have taken to bring your concerns to our attention for further review.
 
Should you have any questions regarding any portion of this letter that has not already been addressed, I may be reached at ************.
 
Respectfully,
****** ******
Office of the Chairman
 
CC:  Better Business Bureau Case Number: *******
Enclosures

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: On March 22, 2013 at 1:17pm I made a deposit at the Citizens ATM located on 30 Commercial St. Medford MA 02155. The deposit was for $1800 in cash, I put the cash in the envelope the ATM provided and deposited. The next day I see in my account there has been an ATM adjustment for $1620. When I called customer service they proceeded to say the cash amount at the time of reconciliation was $180. I have opened an investigation case, customer care number is ********. They said this could take up to 30 days to resolve and no guaranteed outcome. I now do not have access to my funds. I am absolutely mortified, I thought the ATM counted and verified the deposit before printing a customer receipt. Unfortunately, unlike Bank of America, Citizens ATM's do not verify the deposit and the receipt you request to be printed is NOT proof of transaction. I feel helpless in this situation, my money has been nothing less of stolen from me.

Desired Settlement: I want them to investigate this matter ASAP. I do not have access to my funds during this investigation and I want them to check the video surveillance at the ATM at the time of my deposit where they will see I deposited eighteen $100 bills. I need this resolved as soon as possible, I have been a customer of their's for years and lately I've had more problems then necessary. After this case is over I will be undoubtably switching banks. But in the meantime, I do need help, I need my money back! It's been stolen.

Business Response: April 8, 2013
 
********* ***** *******
Re: Checking Account number ending in ****
       Deposit Posting Dispute
 
Dear Ms. *******:
I am writing in response to your letter we received on March 26, 2013, addressed to the Better Business Bureau, regarding the above referenced account and issue.
 
At Citizens Bank, we strive to provide our customers with the financial products and services that best meet their needs.  Toward that end, we also make every effort to meet or exceed our customers’ expectations in providing a timely resolution to their concerns.  We regret any inconvenience you experienced as a result of this matter. 
 
Our records do confirm your deposit in the amount of $1,800.00 posted to your account referenced above on March 22, 2013.  During the end of day processing, $1,620.00 was debited from your account as it appeared the deposit was only $180.00.
 
A claim was entered on your behalf to dispute the fact that you did not provide us with the full amount of the $1,800.00.  Your account was provided with a provisional credit for $1,620.00 on March 29, 2013 while we continue with our investigation.  You will be notified in writing regarding the final outcome of the claim no later than May 3, 2013.          
      
We appreciate the time you took to express your thoughts and for providing us the opportunity to respond.  Should you have any additional questions, please do not hesitate to contact me at ************.
 
Sincerely,
***** *****
Office of the Chairman
 
CC: Better Business Bureau - Case#  *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: My girlfriend, *******, whom lives with me, purchased a car from **** ******* **** in ************, IL. She financed the car thru Citizens Automobile FInance, Inc, a subsidiary of Citizens RBS. In January 2012, she paid off the loan to satisfaction.

She was informed that it sometimes takes up to 60 days for them to send the title out, after the completion of the loan. She never received her Title from them.

In October 2012, she called their customer support to see where her title was. They told her they mailed it out in January 2012, and that if she had complaints to take it up with My Title Support. They gave her the number (877-248-3332), and she called them. My Title Support told her there was nothing they could do to help this situation, other that replace it, and th for a fee, and at she needed to take this up with Citizens. Then, they transfered her back to citizens, where after complaining and asking for a superviser, of a supervisor(a self called a Manager), she was told that they(Citizens) would send her out a new title, at no charge. He told her they would "put a rush on it". After a couple weeks, she called back and Citizens said it should be in the mail.

Now, in March 2013, she called Citizens back and they gave her the same run-around as in the beginning(call My Title Support, the they say call Citizens, and back and forth). Citizens bank then told her that after 60 days its not their responsibility and to take it up with My Title Support. This time, Citizens also told her that the last time she was misinformed, and that they would not be replacing it, as they told her in October(and once more a couple weeks later, when they said it should be in the mail). My Title Support told her that they would not be able to waive the fee. After this whole mess today, she finally broke down and paid the replacement fee. She should not have had to pay for the Title to be replaced, since it is the banks responsibility to deliver the title to her upon completion of the loan.

Desired Settlement: Citizens bank needs to refund the replacement fee that she had to pay.

Business Response: April 4, 2013  

*** ****** ****** 
RE: ******* ******
BBB Inquiry

Dear Mr. ******:
I am writing in response to your letter dated March 25, 2013, addressed to the Better Business Bureau, regarding the above referenced customer. RBS Citizens, N.A. considers it a privilege to serve the financial needs of our customers. We are committed to the responsible use and protection of their confidential information. 

Because of the seriousness with which we take this responsibility, we can not divulge any information regarding Ms. ******’s account. Please be assured, we have responded directly to Ms. ******. If you have any further questions or concerns, please contact me at ************.

Sincerely,  
**** ********
Office of the Chairman

CC: Better Business Bureau Case Number: *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: Did receive a letter from Citizens Bank on January 14, 2012, signed by ****** ** *******, asking me to call 1888-307-9565. Found that someone did use a credit card ending in **** in New York and tried to get stuff in a ********* located in New York in the amount of $224.38. The transaction was stopped because the signature did not match with all the information in the credit card. Citizens send AS A BIG MISTAKE A CREDIT CARD TO MY OLD ADDRESS on *** ********** Road and someone did activate the credit card. I have been with Citizens Bank for many, many years and up to this point they showed a lack of responsability and care for their customers. I have been patiente with then and did more than 15 phone calls. On Tuesday March 4, 2012 I notice a charge of 19.95 on my debit card ending in **** and place a claim (*********). I had the chance to talk to the people from the web site for :change my address.com and they realize that it was a fraudulent charge and are willing to refund the money. During my phone call, I was transfered to 6 differents persons to take care of a previous problem that in a cercain way is related to this previous one. CITIZENS BANK send a credit card to my old address on *** ********** Road, ******* and someone activated a card endind in ****. More than a week ago I got a phone call from Citizens and I was told that they will send documents to the Credit Bureau and to me, in order to cancel and delete this credit card from my credit report and report it as fraudulent. Customer Service for Citizens does not want to send me the letter that I am requesting in order to make my report with the Police since they were responsable for keeping their system uptated. If they had the system updated I would not have to be in this painful situation, filing for identity thief and placing a FRAUD ALERT with the 3 Credit Bureau. At this point , since I am not willing to deal with people who does not care about their customers, I will be closing all my accounts.

Desired Settlement: CITIZENS BANK NEEDS TO SEND ME A LETTER, LETTING ME KNOW THAT ON JANUARY SOMEONE TRIED TO MAKE A PURCHASE IN NEW YORK AT A ********** IN THE AMOUNT OF 224.38, USITHENG A CREDIT CARD THEY SEND AS A MISTAKE TO MY OLD ADDRESS ON *** ********** ROAD, *******, PA *****. I NEED THIS LETTER IN ORDER TO FILE A REPORT WITH THE POLICE SO THEY CAN FIND WHO ACTIVATED THE CREDIT CARD THAT CITIZENS SEND TO MY OLD ADDRESS ON *** ********** ROAD. THERE IS NO EXCUSE ABOUT IT. I HAVE BEEN LIVING IN MY NEW ADDRESS ON ** ******* LANE, *******, FOR ALMOST A YEAR.

Business Response: April 3, 2013
 
**** *********
RE: Credit Card Ending In: ****
 
Dear Ms. *********:
I am writing in response to your letter dated March 6, 2013 addressed to the Better Business Bureau, regarding the above referenced account.
 
In speaking with you, I understand you are concerned that a credit card account was opened without your knowledge or consent and that the card was sent to a previous address and activated.
 
Our records indicate that the card was activated from the telephone number that we have on record as yours; which is (***) ********.  As you are aware, a transaction in New York was flagged as fraudulent and the card was cancelled.  After the card was cancelled, a new card was sent to the address of ** ******* Lane; *******, Pennsylvania, *****.
 
We closed your account as you requested on April 3, 2013 and your account was closed in a manner which will not affect your credit worthiness.  In addition, we have removed this inquiry from your Credit Report and we ask that you allow up to thirty (30) days for this change to update to your report.
 
Please note that the transaction you inquired about on March 4, 2013, in the amount of $19.95, was a return debit and was credited to your account ending in ****.
 
I hope this information clarifies your concerns.  Thank you for taking the time to express your thoughts and for providing us with the opportunity to respond.  We regret any inconvenience you experienced as a result of this matter.  Should you have any additional questions regarding this matter, please do not hesitate to contact me at ************.
 
Sincerely,
**** ********
Office of the Chairman
 
CC: Better Business Bureau Case # *******

Consumer Response: 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.

During my two or three conversations with Mrs. ***** *******, from Citizens Bank, she acknowledged that there was a mistake on behalf of the bank when sending a credit card I never asked for to my old address, even though Citizens Bank was well aware of my new address.  When I receive the letter from Citizens I did not recognize the numbers for the credit card and I let this know to Mrs. *******.  The credit card was never activated from my cell phone because I was never aware of its existence, therefore, Citizens Bank made a mistake when sending to my old address a credit card I never ask for neither I was aware of its existence. The first excuse was that Citizens Bank did not send the credit card but a company that works with Citizens Credit Card.   Also, during my conversation with Mrs. *******, we were talking about the lack of  privacy Citizens Bank offered to their customer, specifically I let her know about a letter that was submitted to court (during custody) by my husband's lawyer  in which they detail every single account I was holding with Citizens Bank. 

Mrs. ******* was aware about the fact that a former Manager from Citizens was the one who provided my husband with all the information regarding my account (the lady does not work for Citizens Bank anymore, but certainly the bank is responsible for such a big mistake regarding the privacy of my accounts) Going back to my complaint:  The last time I talked to Mrs. *******, she informed me that they were doing all the investigation in order to find out how a new credit card I never asked for was send to my old address. Regarding the refund, they solve the problem and credit my account and send me a new debit card (VISA) which is the only one I have and at this moment that little account does not have too much money.  Since it was a fraudulent charge, Citizens send me a new debit card but THIS ONE HAS NOTHING TO DO WITH THE CREDIT CARD THEY SEND AS A MISTAKE TO MY OLD ADDRESS. Citizens Bank and his lack of security for their customer accounts and private information is a total disgrace.  I have proof of all and regarding the fact that they disclosure my private information with a third party and although it not included in this complaint, is something that I will talk with my lawyer.    

BBB's Final Determination: The business failed to resolve the complaint issues.

X

Additional Notes

Complaint: · Unauthorized and unjustified charges to my account. · Threats of negative credit agency reporting when no such credit was extended or requested.

Desired Settlement: Refund all charges to my account that I did not “EXPRESSLY” authorize.

Business Response: April 2, 2013
 
****** * *****
Re: Checking Account number ending in ****
       Monthly Fee Dispute  
 
Dear Mr. *****:
I am writing in response to your letter we received on March 28, 2013, addressed to the Better Business Bureau, regarding the above referenced account and issue.
 
At Citizens Bank, we strive to provide our customers with the financial products and services that best meet their needs.  Toward that end, we also make every effort to meet or exceed our customers’ expectations in providing a timely resolution to their concerns.  Thank you for taking the time to write and for providing us with an opportunity to respond.  
 
As stated during our telephone conversation of April 1, 2013, a letter was sent to customers prior to the implementation of the new monthly maintenance fees to make them aware of the options available in order to avoid the fee being from being assessed.  We regret any inconvenience you may have experienced as a result of this matter.
 
Although it is our general policy to only rebate fees when they are the direct result of a bank error, in an effort to maintain good customer relations, we have agreed to rebate all the monthly and overdraft fees you assessed as a one time courtesy.   A credit in the amount of $35.00 posted to your account on March 27, 2013 along with a second rebate of $57.88 on April 2, 2013.  Please understand that no further rebates can be extended unless due to a bank error.
 
Should you have any additional questions, please do not hesitate to contact me at ************.
 
Sincerely,
***** *****
Office of the Chairman
 
CC: Better Business Bureau – Case# *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: MY BANK ACCOUNT WAS NEGATIVE ON 03/29/2013 WITHOUT ME HAVING KNOWLEDGE. HOWEVER, I DID FIND OUT LATER IN THE EVENING AND THE NEXT DAY 03/30/2013, I CLEARED UP THE BALANCE TO BRING MY ACCOUNT BACK TO A POSITIVE STANDING. THERE THE TELLER ASSURED ME I WOULDN'T RECEIVE ANY FEES ON MY ACCT BECAUSE I TOOK CARE OF IT IN TIME. TODAY, 04/01/2013, I RECEIVE AN ALERT ON MY PHONE TELLING ME MY ACCT WAS OVERDRAFTED. I CALLED CITIZENS BANK IMMEDIATELY, THEY TOLD ME THEY WOULD NOT REFUND ME MY MONEY BECAUSE THEY FEEL AS IF I KNEW I DIDNT HAVE FUNDS IN THE ACCT WHICH WAS ERRONEOUS. I EVEN EXPLAINED TO THEM THAT THEIR OWN EMPLOYEE ADVISED ME I WOULD BE FINE. THEY BASICALLY TOLD ME TOUGH LUCK.

Desired Settlement: I WANT THE OVERDRAFT FEE REFUNDED ALONG WITH THE MONEY I HAD IN MY ACCT BEFORE THE FEE.

Business Response: April 10, 2013

***** ******
RE:  Checking account ending in **** 

Dear Mr. ******:  
The Better Business Bureau (BBB) has forwarded your letter dated April 3, 2013, to us for review and response.  

At Citizens Bank, our primary goal is to satisfy the financial needs of our customers and provide them with the best possible service.  

As you know, items were recently presented for payment from your account when there were non-sufficient available funds to accommodate those items.  Consequently, the applicable overdraft fees were applied. I apologize if you were provided with misinformation when visiting the branch.  As you may know, making a deposit the day after an overdraft occurrence will not avoid the overdraft fees from being assessed to your account.   We believe it is important that customers monitor their account balances by using a check register.  Doing so enables one to keep an accurate record and prevent overdraft occurrences as only the account holder is aware of anticipated deductions.   You may also sign up for free email or text balance alerts through on-line banking or consider alternative protection tools such as Overdraft Protection.  You may call our Contact Center at 800-922-9999 or visit your local branch to discuss overdraft protection options for your checking account.                              

Although it is our general policy to only rebate fees when they are the direct result of a bank error, in the interest of good customer relations, we applied a courtesy rebate to your account in the amount of $74.00 on April 4, 2013.   I hope that this letter has helped in easing your concerns regarding this matter. We regret any inconvenience you experienced as a result of this matter.  We appreciate the time you took to express your thoughts and for providing us with the opportunity to respond.  If you have any further questions or concerns, please contact me at ************.  

Sincerely,  
**** *****
Office of the Chairman  

CC: Better Business Bureau (BBB)       
BBB Case#: *******      

Consumer Response: 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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

X

Additional Notes

Complaint: I am a business customer of Citizens Bank. A customer of mine gave me a check to deposit that was returned for insufficient funds. On February 5, 2013, I made a request to have the check returned to me so I could arrange for other payment with the customer. I was told that Citizens did not have the check, and was given a number to call. This information was incorrect. The banking representative deliberately sent me on a wild goose chase. Citizens did, in fact, have control of the check. Fourteen days passed while I waited for the check, at the end of which I was directed back to Citizens bank. I made another request to have the check returned to me so I can arrange for another method of payment with the customer. I was told it should take about a week. It's now been more than a month. A week later, a branch manager agreed with me that my situation was unacceptable. The manager informed me that she would issue me a proprietary loan in the amount of the check until it arrived. I recieved a special call to tell me the money was there and ready for me to use as I wish. Much later, I viewed my account info to realize that no credit was ever issued. When I called the manager, she told me that she was very sorry that someone higher than her had later cancelled the credit. The money was gone, I still did not have the check. This is affecting the way I am able to run my business. I fully believe that they have lost the check and don't know how to break it to me. The fact that I was lied to several times makes me believe this is a criminal action. It is now 3/26/13, my first request to have the check returned was on 2/5/13, nearly two months ago. I have been lied to repeatedly, and this bank is engaged in shady business practices. This is not the first time something like this has happened to me at this bank. This is the second time. The first time created an irrate customer our of someone who was extremely happy with our business until the bank fed me a ton of lies to give back to the customer. The fact that a branch manager informed me that I had a provisional loan when I clearly do not, is a reflection of how even the top people at this bank are not educated in the simplest banking protocols or their protocols are not clearly defined and change depending on the customer. Either way, this is completely unacceptable.

Desired Settlement: I wish for the check to be returned to me immediately. I would also like an amount of money to reflect the effect these lies have had on my ability to operate a business inculding a reflection of lost future wages from creating an irrate customer who has told countless people that my business tried to steal from her. The average move costs around $500. The average customer moves once a year, and tells ten people when they've had a bad experience. That's $500 x 10 x whatever amount of years is applicable. I would say five years would be a good start. I will also be filing a complaint with the Comptroller of Currency, the consumer protection agency, several online search engines, and anyone else who will listen when a bank is telling me lies that effect the way I am able to do business.

Business Response: April 2, 2013
 
Easy Days LLC
******* * ******
RE:  Returned Deposited Item Legal Copy Request
 
Dear Easy Days LLC:
The Office of the Comptroller of the Currency (“OCC”) has forwarded your letter to us for review and response.  Please be assured, we consistently strive for the highest standard in serving our customers’ needs, from providing accurate information to the prompt resolution of problems.
 
I understand you expressed dissatisfaction regarding an issue with obtaining a legal copy of a returned deposited check in the amount of $500.00, misinformation provided at a branch and the promise of provisional credit as temporary compensation for the returned deposited item. 
 
I have confirmed that you were in receipt of the requested legal copy of the check in the amount of $500.00, on March 29, 2013. 
 
Also, I have confirmed that the branch manager of the Trafalgar Square branch did in fact attempt to provide you account with a provisional credit in the amount of $500.00 as a courtesy to temporary compensate for the returned deposited check.  Please understand that this is not a normal practice but, in the interest of good customer relations, it was a courtesy that was attempted to be extended to you.  Again, because this is not a normal practice, the request was declined.  I truly regret any inconvenience you experienced as a result of this matter. 
 
Additionally, I have addressed your concerns of misinformation provided by the employees of the before mentioned branch with the branch manager as well as the regional manager.  The branch manager has reviewed the process regarding deposited returned items with her branch employees.
 
We appreciate the time you took to express your thoughts and for providing us with the opportunity to respond.  Please be assured that as a valued customer of Citizens Bank, our commitment is to provide you with the highest level of customer service and consistently exceed your expectations.

We value our relationship with you, and going forward, will strive to restore your confidence in Citizens Bank.  If you have any further questions or concerns, please contact me at ************.
 
Sincerely,
****** *******
Office of the Chairman
 
CC:  Office of the Comptroller of the Currency (OCC)
         OCC Case Number:  ********        
         Better Business Bureau Case Number: *******

Consumer Response: 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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

X

Additional Notes

Complaint: I have been banking with Citizens Bank for Years. I previously had Overdraft Protection but decided to inactivate it because, Citizens would purposely delay transactions to your account so you could think you had money you did not have and then charge you an overdraft fee later. After I removed overdraft protection from my account, magically all of transactions would post immediately. What they didn't tell me is that ACH (pre-paid debits) and check payments will still post even when you do not want them to. The supervisor Jared decided to insult my intelligence and tell me as a "courtesy" he would credit my account 74 dollars of the 110 that they charged me. That is NOT a courtesy. Citizens has not provided me with a useful service, so them STEALING 36 dollars of my hard earned money, is not a courtesy it is an inconvenience. I want my $36 dollars back or I will not rest until Citizens has legal action bought against them. I understand this is one way financial institutions get their money, but I have money in my savings account that I rarely touch so citizens has that to use at their leisure...... If this is not rectified I will be clearing /closing my account and contacting my attorney general.

Desired Settlement: A refund of my 36 dollars.

Business Response: April 2, 2013
 
***** ** *******
RE:  Checking account ending in ****
        Overdraft fees
 
Dear Ms. *******:
I am writing as a follow up to our telephone conversation which took place today, as well as, in response to your letter to The Better Business Bureau, regarding the above referenced account and issue.  At RBS Citizens N.A, our primary goal is to satisfy the financial needs of our customers and provide them with the best possible service.
                             
As you know, items were recently presented for payment from your account when there were non-sufficient available funds to accommodate those items.  Consequently, the applicable overdraft fees were applied.
 
The best way to prevent overdrafts is to maintain an up-to-date check register, sign up for free email or text balance alerts through on-line banking or consider alternative protection tools such as Overdraft Protection.  As discussed, I will send you an overdraft line of credit informational packet and application under separate cover, which you may send back to us at your earliest convenience.
 
Although it is our general policy to only rebate fees when they are the direct result of a bank error, in the interest of good customer relations, we have applied a courtesy rebate to your account in the amount $74.00 on March 29, 2013 and an additional $36.00 on April 2, 2013.
 
We regret any inconvenience you experienced as a result of this matter.  We appreciate the time you took to express your thoughts and for providing us with the opportunity to respond.  If you have any further questions or concerns, please contact me at ************.
 
Sincerely,
**** *****
Office of the Chairman
 
CC: Better Business Bureau (BBB)
       BBB Case#: *******

Consumer Response: 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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

X

Additional Notes

Complaint: I activated a credit card from Citizens Bank in March of 2012 in response to a 0% APR for purchases for the first 12 billing cycles. During the activation of the card, the representative on the phone confirmed that the promotion expires with the March 2013 billing cycle and payment is due by April 12. 2013 to avoid any interest charges. The balance on the card was paid in full on March 8, 2013, a full month ahead of the end of the promotion. Citizens charged an interest fee of $148.37 on March 13, 2013. When I called to inquire, I spoke with supervisor ****** with employee ID *******. She claimed that the billing cycles started in February of 2012, even though we did not have the card and the card was not activated. I explained to her that their documentation had no dates whatsoever, how their monthly statements had no indication as to when the promotional date expired, how I've only had 11 billing cycles, how their documentation states that interest charges are avoided by the due date, etc. She insisted that the charges were valid, but provided no reasonable explanation. SHe made numerous statements regarding how the documented disclosures I read to her did not apply, while offering no additional documentation. I have met all the documented requirements to avoid interest charges to this account, have been an outstanding customer with an outstanding credit rating, and feel that CItizens Bank is deliberately trying to decieve customers by making ambiguous statements on their published material, not disclosing critical account information, and defining terms as they see fit. They are misrepresenting the terms of their promotion, hiding information from the consumer, and not printing dates on their documents, in an attempt to obtain additional fees.

Desired Settlement: I am requesting a refund of the $148.37 in interest fees I was charged.

Business Response: Please note: Hardcopy response mailed to customer on 3/25/13. March 25, 2013     Ms. ****** * *****     RE:   Credit Card Account ****-****-****-6401     Dear Ms. *****:   We are in receipt of your letter forwarded to us by the Better Business Bureau (BBB) on March 15, 2013, and regarding the above noted account, for review and response.   Citizens Bank makes every effort to offer products and services that best meet the financial needs and goals of our customers. Toward that end, we strive to provide a prompt and satisfactory resolution to issues that are of concern to them, when presented.   It is my understanding this issue has been referenced through a posting on Facebook as well.  I did make an effort to discuss this matter with you on the telephone with a call to ###-###-####; however, this was unsuccessful.   My understanding of your issue is that you are in dispute of an interest charge applied your credit card account.  Your contention being that you paid the balance, in full, prior to the end of the 12-month promotional period where you had been provided with 0% interest.   Where I can certainly understand this concern, I must advise you our records show that your credit card was opened on February 22, 2012.  The promotional period would have expired at the end of February 2013.   A review of your account shows the date of March 8, 2013 for the receipt of your payment of $14,421.60.  Although, this paid off your principal balance, it was received after the expiration of your promotional term, thus, finance charges or interest in the amount of $148.37 were applied.           Citzens Bank regrets any inconvenience you experienced as a result of this matter.  We appreciate the time you took to express your thoughts and for providing us with an opportunity to respond.  As there was no instance of a bank error occurring, I am unable to provide you with a waiver of the stated interest.  Please be assured we value our relationship with you, and going forward, will strive to restore your confidence in Citizens Bank.   If you have any further questions or concerns, please contact me at ###-###-####.   Sincerely,     ***** ***** Office of the Chairman  

Consumer Response: 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 # *******. *****, There have only been 11 billing cycles on this card that was activated in March of 2012.  I confirmed the March 2013 expiration over the phone with customer service when the card was activated.  Citizens has never provided any documentation clearly stating when the promotion ended.  It was diliberately and deceptively left off of every statement, and was never stated in the terms and conditions.  I requested that the audio recording in March of 2012 of my conversation with customer service be reviewed and another copy of the terms and condictions be sent to me.  Neither request was satisfied.  SOmething to hide, perhaps?  I hope the $148 is going to be worth what this scam will cost your company in legal fees as I pursue every legal option available, including referring the matter for class action.  I've provided you with an opportunity to correct this issue, and you have instead chosen to keep this pathetic amount of money.  Ensuring everyone in the world knows what a dispicable bank Citizens is will be my ambition in life, and I will be sure you get full credit for it as well. Regards, ****** *****  

Business Response: Please note: Hardcopy response mailed to customer on 4/1/13. April 1, 2013       Ms. ****** * *****   RE:   Credit Card Account Number ****-****-****-6401   Dear Ms. *****:   We are in receipt of your letter, forwarded to us from the Better Business Bureau (BBB), in rebuttal of our previous response to an issue involving the above noted credit card account.   Upon a more thorough review of the matter of the finance charges assessed after the receipt of payment (in full) of your principal balance – dated March 8, 2013 – I am pleased to advise you that the bank has agreed to waive the finance charges in the amount of $148.37.   This written response comes in follow up of our conversation on Friday, March 29, 2013 where I advised you of the same.   RBS Citizens N.A. regrets any inconvenience experienced as a result of this matter.  We do appreciate the time you took to further express your concerns; allowing us the opportunity to take another look at this situation.  I hope this outcome sufficiently resolves the matter for you.    If you have any further questions or concerns, please contact me at ###-###-####.   Sincerely,     ***** ***** Office of the Chairman

BBB's Final Determination: Consumer accepted resolution offered by the business.

X

Additional Notes

Complaint: I purchased a vehicle in the state of new york in 2003. I then moved to the state of missouri in 2006 and had a new title issued that has a lien on it. I paid the vehicle off in 2008 and received notification the vehicle had been paid off. The state of Missouri requires a lien release to be notarized. The lien holder is refusing to produce a recognized form of lien release to the state of missouri which is preventing me from selling the vehicle.

Desired Settlement: I would like to recieve a notarized letter stating that the loan associated with the vehicle (*****************) has been paid in full to Charter One Auto Finance and that the lien has been removed.

Business Response: Please note: Hardcopy response mailed to customer on 3/21/13. March 21, 2013       Mr. ****** ******   RE:  Auto Loan ******1709         Lien Release   Dear Mr. ******:   The Better Business Bureau has forwarded your inquiry, regarding the above referenced account and issue, to us for review and response.   Our primary goal is to satisfy the financial needs of our customers and provide them with the best possible service.  I regret to hear of your frustration for not having received the title to your vehicle.   Our records confirm that on April 6, 2008, the enclosed documentation was sent to you which contained a Paid in Full letter, the Certificate of Title, and a Form 4809 which you would have used to have the Lien released.  This information was sent to your address of record as we were not provided with your updated mailing information.   Citizens Bank has elected to use a service partner for fulfillment of all lien satisfactions and duplicate title requests. In order to obtain a copy of your Title, please contact our service partner at ****************** or contact them by telephone at ###-###-####.  At your request, a Release of Lien will be processed, please know that a fee will be charged by *******************   It is my hope that this correspondence satisfactorily resolves this matter for you.  Should you have further questions or concerns, please contact me at ###-###-####.   Sincerely,       **** ***** Office of the Chairman     Enclosures                               

Consumer Response: 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 # *******. All that was receieved was a letter stating the loan had been paid in full. No form or notarized lien release was sent to the same address as the letter hence, you obviously had my correct address at the time. Further, nothing in the original loan documentation indicates a fee to recieve a lien release. I have went to ******* *********** and have requested and paid for at the cost of $30 the lien release which I am now requesting reimbursement for from you. Regards, ****** ******  

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

X

Additional Notes

Complaint: Prior to sending the payoff for my vehicle, I spoke to RBS Customer Service which provided the payoff on my vehicle. I explained that I needed a quick turn around on receiving the title. The representative explained that I need to submit a letter requesting that it be expedited along with $15. She stated that it would be turned around in 2 -3 business days. Of course they received the cashiers check on Friday, they posted it on Monday. BUT today if Friday and they still have not sent the title. Each day I have called to get the tracking number for the shipment. Three difference Customer Services Representatives have provided three different stories. Bola stated that they hold the titles for 10 days to be sure the funds are good (even though they will only except a cashier's check) (no wires or online payments for the final payoff). Al told me that it would be mailed out on Friday. And today (Friday), **** states that it will be sent out Monday. No one seems to know what they are doing at this company. It is very concerning that the supervisors provide different stories as well as they already have the money but I HAVE NO TITLE!!

Desired Settlement: I believe that RBS Citizens should refund the $15 dollars as well as someone such as a Vice President of Customer Service should call to apologize and understand the situation to get a better handle on the policies, procedures, and communication that the customer service representatives are providing to customers.

Business Response: March 29, 2013 
 
***** * *****
RE: Better Business Bureau Inquiry

Dear Mr. *****:
I am writing in response to your inquiry forwarded to our Office from the Better Business Bureau.

It is my understanding that you recently contacted our Consumer Finance department to request a payoff and title release for your vehicle loan with us.  We recognize that you feel that our process was not communicated to you clearly when speaking with our Consumer Finance. The person that you spoke with was correct in stating that it would take 2-3 business days to process your payment once received. However, I understand that you feel that the individual was not clear when explaining that loan payoffs over $4,000.00 are held four (4) business days to ensure that the payment is not returned. The title is sent to the customer on the fifth business day. 

On March 18, 2013, the fifth business day after your request was processed, we sent the title to you FedEx as requested. We were able to confirm the title was delivered by FedEx on March 20, 2013 and signed for by P. *****.  In the interest of good customer relations I have enclosed official bank check number ********** in the amount of $15.00 as reimbursement for the expedited charge that you incurred when requesting your title initially.  Please be assured that it has always been our intent to provide our customers with a very positive experience when they interact with us. We do care about our customer’s and we are also working hard to continue to improve our service. It is only through valuable customer feedback, such as yours, that we are able to determine if we are providing the level of service our customers expect and deserve. We regret that in this instance your experience was less than satisfactory and apologize for any frustrations that this may have caused you. If you have any further questions or concerns, please contact me at ************. 

Sincerely, 
***** ******
Office of the Chairman

Enclosure
CC:  Better Business Bureau Case Number *******

Consumer Response: 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.
.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

X

Additional Notes

Complaint: I have put fraudulent cases against this company before in the past. These people have gotten a hold of my banking information and keep trying to take money from my account, that is NOT authorized and is a fake check image. I've contacted my bank and they filed fraudulent claim against them. this is the 2nd time they've done this, and the 2nd time that a fraud claim has been filed. I don't know how they got my information unless the one place i did get a payday loan from, sold it to them. They are NOT authorized to use my account, and when i call the number i get the sorry this mail box is full and i can't do nothing from there. I would like these people reported, and hope that it will put a stop to them frauding my account. thank you very much!

Desired Settlement: if my bank doesn't reimburse me, I want my $ 30.00 back, plus the $37.00 insufficient fund fee my bank will charge me.

Business Response: March 25, 2013

Ms. ****** * ******* 
RE: Unauthorized Maker

Dear Ms. *******:
I am writing in response to your inquiry forwarded to our office from the Better Business Bureau.At Citizens Bank, we consistently strive for the highest standard in serving our customers’ needs, from providing accurate information to the prompt resolution of problems.   Please be advised that I made an attempt to contact you at telephone number ************, on March 20, 2013 and March 21, 2013.  As I was unable to reach you or leave a message, I felt it best to communicate in writing. 

It is my understanding you had some concerns regarding an unauthorized check in the amount of $30.00 which cleared your account on March 14, 2013.Our records confirm that your account has been credited in the amount of $30.00 as of March 19, 2013. This credit reflects the amount for the disputed check transaction. For your review, I have enclosed a copy of the letter dated March 19, 2013, that was sent in separate cover of the final outcome for the investigation. In addition, the $37.00 fees charged to you on March 15, 2013, has been credited to your account as of March 18, 2013. 

Enclosed is an excerpt of our Personal Deposit Account Agreement section 29.Your Responsibility to Review Your Transactions, details the bank’s policy with respect to the process of checks clearing against the account. You would have been provided with a similar disclosure at account opening.   Please be advised that a stop payment can be placed on the account for this company to avoid any future charges.  If this is something you would like to consider, the stop payment can be placed by calling our Contact Center at 800-922-9999, or visiting your local branch and they will discuss the stop payment process with you. We regret any inconvenience you experienced as a result of this matter.  Thank you for bring this matter to our attention. If you have any further questions or concerns, please contact me at ************

Sincerely, 
******* *****
Office of the Chairman

Enclosures
CC:  Better Business Bureau Case Number: *******

Consumer Response: I feel like an Idiot, It wasn't Citizens Bank that I was disputing, It was the Loan4utoday.com that I was disputing, I didn't realize that RSB citizens was my bank, I have only known it at Citizens bank. I don't want to report Citizens Bank, they have been helpful and understand in getting my money back. It was Loan4utoday.com that I wanted to report. When I filed the complaint I put Loan4utoday.com at the end of the rsb citizens, because i thought that was the whole company. Sorry about that!! 

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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

X

Additional Notes

Complaint: Charter One Bank is trying to charge a usage fee of $100.00 on a account I closed out last year. They charged me the fee last year and I called them and they said the fee was in my contract. I told them I did not have anything in my contract about a usage fee, but they still insisted I pay the fee. So I paid the fee and told them to close out the account, and the person I talked to said he would close the account. Now this year I received another bill for $100.00. I called them again and was told I would have to pay the fee, and if I wanted to close the account I would have to send them a letter and also a payment of thirty some dollars. I had this account for many years and last year was the first time I received such a bill. Can you please help?

Desired Settlement: I hope to get them to stop billing me this fee, and not to have to pay it this year. I fill like I'm being violated. Thanks for any help you may provide.

Business Response: March 13, 2013

****** * ****  
RE:  Home Equity Line of Credit
********** Usage Fee

Dear Mr. ****:
I am writing in response to your concerns forwarded to our office from the Better Business Bureau. Please be assured, we consistently strive for the highest standard in serving our customers’ needs, from providing accurate information to the prompt resolution of problems.   In your complaint you explained that you would like to have the usage fee assessed to the above referenced account on January 14, 2013, waived.  Per our conversation on March 1, 2013, I advised that I would attempt to have said fee waived.  I regret to inform you we are unable to grant this request.   In review of your Note, which a copy has been enclosed for your review, the usage fee was assessed due to the account not holding a balance greater than 20% of the line.  The reason you were not assessed the fee previously was due to the fee being waived because of the balance being greater than 20%.  

I regret any inconvenience you experienced as a result of this matter.  I appreciate the time you took to express your thoughts and for providing us with the opportunity to respond.  If you have any further questions or concerns, please contact me at ************.

Sincerely,      
****** *******
Office of the Chairman

Enclosures  
CC:  Better Business Bureau Case Number *******

Consumer Response: 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.

I was told the access fee was going to be waived. I was disapointed to get this response, after explaining that the account was closed out last year by their representative after I told him I would pay the fee then. He never said anything about paying to close out the account, and he also assured me the account would be closed.

I can not believe Charter One Bank would go to this extent to squeeze out another $100.00 out of one of their customers that was loyal to them for a good many years.  Please help with this greedy problem.

Business Response: March 22, 2013  

****** * ****
RE:   Home Equity Line of Credit Account Ending in **** 

Dear Mr. ****:
I am writing in response to your rebuttal received from the Better Business Bureau for review and response. Please be advised that after further review and consideration we have reversed the $100.00 usage fee that was assessed to the above referenced account on January 14, 2013. 

We acknowledge that you did in fact attempt to close the line of credit in 2012.  Your written request for closure is on file and we are in the process of closing the account for you. Please note the line of credit will be closed in 3-5 business days. We regret any inconvenience you experienced as a result of this matter.   If you have any further questions or concerns, please contact me at ************.

Sincerely,  
****** *******
Office of the Chairman

CC: Better Business Bureau Case Number: *******                        

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

X

Additional Notes

Complaint: overdraft fees.. what gives you the right as a banking institute to decide what transaction came first.. YOU ****** ****.. If you need money so badly from less fortunate people.. try getting rid of some of your rude customer service reps.

Desired Settlement: I would like someone to review my account and get back to me with an acceptable full credit..

Business Response: March 21, 2013
 
***** ******
RE:  Checking account ending in ****
 
Dear Ms. ******:
I am writing in response to your letter to the Better Business Bureau, which we received in our office on March 19, 2013, regarding the above referenced account and issue.  At Citizens Bank, our primary goal is to satisfy the financial needs of our customers and provide them with the best possible service.
 
As you know, items were recently presented for payment from your account when there were non-sufficient available funds to accommodate those items.  Consequently, the applicable overdraft fees were applied. The enclosed Notices of Overdraft/Insufficient Available Funds dated March 11, 2013, March 13, 2013, and March 18, 2013 confirm the assessment of overdraft fees.

At Citizens Bank, we do not process your transactions in the order that you make them or when we receive them. Rather, we post transactions from high to low, meaning that at the close of each day, we deduct your largest transactions before deducting your smaller transactions. With this "posting order", you are at a lower risk of having an important item returned, such as a mortgage, rent or car loan payment due to non-sufficient funds.  However, these larger items will cause your account balance to be used up faster, and if it falls to zero, you will incur bank overdrafts or returned items and related fees. As a result, overdraft fees may be incurred more frequently than if we had deducted the transactions in a different order. Remember though, if the available balance in your account does not fall below zero, this "posting order" does not matter.

Only account holders know what checks have been written and deductions have been authorized against their accounts.  The best way to prevent overdrafts is to maintain an up-to-date check register, sign up for free email or text balance alerts through on-line banking or consider alternative protection tools such as Overdraft Protection.
 
Although it is our general policy to only rebate fees when they are the direct result of a bank error, in the interest of good customer relations, we have applied a courtesy rebate to your account in the amount $100.00, on March 13, 2013, and an additional rebate in the amount of $270.00, on March 20, 2013.
 
I hope that this letter has helped in easing your concerns regarding this matter. We regret any inconvenience you experienced as a result of this matter.  We appreciate the time you took to express your thoughts and for providing us with the opportunity to respond.  If you have any further questions or concerns, please contact me at ************.
 
Sincerely,
**** *****
Office of the Chairman
 
Enclosures
CC:  Better Business Bureau (BBB)
        BBB Case#: *******
 

Consumer Response: 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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

X

Additional Notes

Complaint: I made a payment through citizens Bank with my checking account of $568.33. The full amount of this payment was not in my account immediately. The payment went through on February 15, 2013. On February 16, 2013 9:05 AM I deposited $170 to bring my account to a positive balance. On said date February 16, 2013 after I made a deposit of $170 I had a positive balance of $16.78. Seven days later on February 22, 2013 at 9:36 AM I made an additional deposit of $336. My balance on February 22, 2013 was $215.79 positive. Not at any point with my account at a negative balance but yet citizens Bank went ahead and returned the $568.33 to AT&T. They charge me $75 for insufficient funds. The funds it was in my account the whole time. On February 16, 2013 I had a positive balance of $16.78. On February 19, 2013 they returned the $568.33 back to AT&T. Which in turn created a $770 balance in my account. At no point was my account negative. They charge me $75 for insufficient funds when the funds was always in my account. i will like for them to give me back my $75 for insufficient funds that they wrongly took for me I feel they stole my money. I feel like they just returned this payment just to hit me with an additional $75 insufficient funds when my money was always in the account.

Desired Settlement: Return the $75 that they took for my account for the insufficient funds fee. Pay AT&T does $568.33.

Business Response: February 27, 2013
 
****** *****
** ******* Street
******, MA *****
 
RE: Checking Account Number Ending in ****

Dear Mr. *****:
I am writing in response to your inquiry forwarded to our office from the Better Business Bureau.  Citizens Bank strives to provide its customers with a positive banking experience, and when necessary, prompt resolution to their concerns.
 
It is my understanding that you have expressed your dissatisfaction with Overdraft Fees recently assessed to your account as well as the returned payment to AT&T.  Enclosed for your review are copies of the four (4) most recent Notices of Overdraft correspondences you would have received, which describe how the fees were incurred. 
 
In review of your account, our records confirm that AT&T initially attempted to debit the account in the amount of $568.33 on February 12, 2013.  Please be advised our records indicate the above referenced account was overdrawn from January 29, 2013 through February 14, 2013, when a deposit was made in the amount of $300.00 which brought the account current.  However, the account became overdrawn again on February 15, 2013.  The payment to AT&T has been returned unpaid due to insufficient funds in the account to cover the transaction.
 
In an effort to assist you with preventing future overdraft occurrences, I have enclosed literature titled Additional Information on Overdrafts that you may find helpful to avoid overdrafts. 
 
My review of your account confirms that you are currently opted-in to the bank’s Standard Overdraft Practices.  This means that you agree that Citizens Bank will authorize and pay ATM and every day Debit Card transactions even if doing so will create an overdraft in your account.  Subsequently, you agree to pay the applicable Overdraft Fee(s).  For more information on our Standard Overdraft Practices and for information on how to change your current election, please review the enclosed document titled Standard Overdraft Practices Opt In Notice.
 
Although the fees recently assessed to your account were not the result of a bank related error, in the spirit of good customer relations I have applied a credit in the amount of $259.00 to your account on February 27, 2013. 
 
We regret any inconvenience caused as a result of this matter.  We appreciate the time you took to express your thoughts and providing us the opportunity to respond.  Should you have further questions or concerns related to this matter, please contact me at ************.
 
Sincerely,
****** *******
Office of the Chairman
Enclosures
 
CC:  Better Business Bureau Case Number *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: My daughter first applied for a loan with Charter One Trufit Student Loan on December 27, 2012. She became aware of this loan option through an email sent by Simple Tuition. She and I worked through the online application together. I agreed to be her co-signer. We made a phone call to the customer service and obtained assistance with the online application. I obtained and faxed the requested documents, which included my payroll information, my husband's income information from our bank, our home address on all documents, and applicant and co-signer's identification numbers to the provided fax number: 877-907-0176. These items were sent out on December 28, 2012. I received e-mails on January 1 and again on January 7 stating that they were still awaiting reception of my documents. Because there was still no indication at the online website for Charter One Trufit Student Loan that these documents had been received, I made a phone call to the Operations Department on January 8, 2013 to inquire about what and why it was missing. I spoke to *******. She indicated that there had been a mix up of some sort in their offices and that I should re-send the documents to the Operations Dept. c/o ******* at Fax # 1-800-770-8864. I did so the same evening and called immediately after refaxing the information to ascertaine that all had been received. I was assured that the documents had been received and were complete. I was told that after completion of all of the documents that I should expect it to take about a week for the loan to be approved. My daughter completed her online documents. Meanwhile, I checked over the application/promissory note online and discovered an error concerning my residence ownership. I notified Trufit Student Loan of the error on the application form, which I could not change. I explained that because of the error, I was not comfortable signing the document electronically until it was corrected. I was told on the phone that the error would be corrected, but that it might take up to 7 business days before the correction would appear online. The error was never corrected so I eventually made a paper copy of the Application/Promissory Note, corrected the error in ink, and sent it to the mailing address (listed at the top of the Application/Promissory Note) via U. S. Postal Service Certified Mail. The receipt from the post office indicates that this document was mailed January 26, 2013. I requested a return endorsed receipt to indicate reception of the document. This card didn't come back to me, so I went online and tracked the document. It was delivered and accepted on January 30, 2013 at 6:04 am. On Monday, January 28, 2013, I received paper copies of the same document as well as the applicant self-certification and a cover letter addressed to my daughter. I presumed that the documents had crossed in the mail. To be on the safe side, however, I forwarded both documents to my daughter on Tuesday, January 29th. I called her and she indicated that she had already signed the Self Certification electronically. Nevertheless, we sent both documents in on Monday, February 4th. On February 5th I called to verify that all of the documents had been received. I was told by ***** that my Application/Promissory Note was still missing, but that all needed documents had been submitted by my daughter. It was suggested that I refax the six page Application/ Promissory Note. (This was the THIRD time that I had submitted that document.) I was told to submit it to the following fax #: 877-907-0176. I called to verify that all had been received but was told that the documents had been received by a locked office and I would need to recheck the next day. I called on February 6th, and was told by ***** that all of the necessary documents had been received and that my daughter's loan would be certifiable within a day. On February 7th, I called the financial aid office at the college to verify that the certification was in process. I was told that they had no knowledge or notification that my daughter had even applied for a loan. I called TruFit Student Loan back and again spoke to *****. He indicated that more address verification was needed in the form of W-2s, bank information, or utility bills before they could begin the certification process. I responded that TruFit had already received address information and all other requested documents over a month ago. I questioned why this was suddenly needed after I had been repeatedly assured that all documents had been received and were complete. I asked if there was a problem that wasn't being disclosed to me. (I was told that there was not.) I also continue to question if I should be concerned that I have been scammed, and/or if I should be concerned that I am falling victim to identity theft. Is this a reputable bank/company? I'm also concerned because a certified document was sent, but they deny having received it. My husband, daughter, and I have decided to reject the loan because Trufit Student Loan does not ascribe to good business practices. I called Trufit and the college on Feb. 7 and notified both parties that we were rejecting the loan and will be paying the debt through other avenues. This has been a nightmare experience and has added much unneeded stress to all of our lives. My daughter is being threatened with fines because her tuition was not paid on time.

Desired Settlement: I request that ALL of our submitted confidential information, forms, signatures, social security numbers, bank and financial information be destroyed. I request that we be released from any and all obligation to this loan, since we are refusing to accept it. I would like written assurance and notification from Charter One Trufit Student Loan and it's parent company that this matter has been addressed and remedied.

Business Response: February 25, 2013
 
Ms. ******** **********
*** ******* Street
******, WI *****
RE:  Loan Application Process
 
Dear Ms. **********:
 
The Better Business Bureau has forwarded your inquiry, regarding the above referenced issue, to us for review and response.  Citizens Bank strives to provide its customers with a positive banking experience, and when necessary, prompt resolution to their concerns.  I regret to hear that your recent interaction with us was less than positive.
 
Please know that the concerns you expressed in your inquiry have been taken seriously and were thoroughly reviewed by senior management.  I have confirmed that on the date that you submitted the requested documentation to us, December 28, 2012, we were experiencing technical issues with receiving facsimiles from customers.  This issue was subsequently corrected and I apologize for any inconvenience this caused for you, clearly, this caused a delay in our process. 
 
It is my understanding that after the loan was initially approved, you elected to not E-Sign the loan.  We certainly respect this choice, however when an applicant chooses to physically sign loan documents, we have a specific process in place for facilitating this that unfortunately would delay the process further.  I understand that by this time during the process, you elected to withdraw your application.  As a result of your request to withdraw the application, I would like to confirm that you have no financial obligation to us related to this matter. 
 
I assure you that your feedback has been taken very seriously.  We are always seeking ways to improve upon our processes and generally, those improvements are the direct result of our customer’s valuable feedback.  Please know that because of your feedback, this particular application process is under review.  It should be noted, however, that our stringent identification process for applicants is a policy that is in place for all applicants and one that we adhere consistently and firmly to.  I regret if you found this process cumbersome. 
 
In your inquiry, you have requested that the documentation you provided to us for the purpose of this application be destroyed.  Please understand that we are obligated to retain certain records and adhere to retention guidelines and we are unable to accommodate your request to have this documentation destroyed.  Should you have further questions or concerns regarding this matter, please contact me at ************.
 
Sincerely,
**** *****
Office of the Chairman
 
CC:  Better Business Bureau; Case ID *******
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: CCO Mortgage is reporting a current delinquency on a second mortgage on a property that was foreclosed and recorded as sold by a referee on 3/18/2010. The first and second mortgage accounts, both held by CCO, were also included in a Chapter 7 Bankruptcy that was discharged 5/19/2010. The first mortgage was reported by CCO as included in bankruptcy. The second mortgage is being reported as both included in bankruptcy and current delinquency. I have made several attempts to have this error corrected. At first I was told by the bankrupcty and legal department they could not speak with me because the account was not current. After several phone calls to several different numbers I finally was able to speak with someone who indicated they were a manager who reported that CCO was not reporting a current delinquency in spite of the delinquency showing up on my credit report. I was finally assured last year that the matter would be resolved and I would receive a call back. I never received a call back and subsequent calls have been ignored. As of today, 2/8/2013 my credit report shows that CCO is still reporting a current delinquency which is severely impacting my credit score.

Desired Settlement: To have CCO immediately stop reporting a current delinquency to credit reporting agencies (Transunion, Equifax, Experian, and any other credit reporting agencies) and have any reports of delinquency after the bankruptcy discharge (5/19/2010) removed from my credit report

Business Response: Please note: Hardcopy response mailed to customer on 2/22/13. February 22, 2013       ******* ******   RE: Credit Inquiry   I am writing in response to your inquiry forwarded to our office from the Better Business Bureau on February 21, 2013.   At Citizens Bank, we consistently strive for the highest standard in serving our customers’ needs.  Toward that end, we also make every effort to meet or exceed our customers’ expectations in providing a timely resolution to their concerns.   Upon reaching out to our Mortgage department, it was determined that your second mortgage was charged off on April 6, 2009, which was prior to the February 9, 2010 bankruptcy discharge.  Therefore, the second mortgage will be reported as a charge off on your credit report, which will continue to reflect a delinquency until the debt is cleared.   We appreciate the time you took to express your thoughts and for providing us with the opportunity to respond.  Should you have any further questions or concerns, please contact me at ###-###-####.   Sincerely,       ***** ***** Office of the Chairman   CC:  Better Business Bureau         Case Number:  *******

Consumer Response:  New York State Chapter 7 Bankruptcy law protects the consumer from further attempts to collect debts that are included in the bankruptcy.  Charge off is only an accounting term used by financial institutions and does not supersede Chapter 7 bankruptcy rulings.  This communication will be forwarded to the attorney who handled my bankruptcy case.    Regards, ******* ******  

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

X

Additional Notes

Complaint: I currently have a Home Equity Line of Credit with the bank. In October I was told that my house value had decreased and if I did not agree their decision that I would pay $295 for an appraisal and if the appraisal showed that my house was worth more they would refund ny appaisal fee. The appaisal was done on December 14, 2012. After waiting over two months I called Citizens Bank on February 12, 2013 who claimed they could not find my appraisal but they would locate it. I asked for a copy of the appraisal that I had paid for. The customer service girl said she would request an appraisal and have one sent out. On Saturday February 23, 2013 I received a letter from the bank saying that I would have to pay $250.00 for a copy of my own appraisal that had already paid for. I called the customer service representative and he reiterated the policy of the bak to charge me for a copy of the appraisal. I told him that how could I be charged again for something i have already paid for. He agreed but again stated there was nothing he could do and that this circumstance has never happened before. He said he wopuld note it in the computer and file a complaint on my behalf to the Chairman of the Bank. If the Bank had refunded me for the appraisal fee i might understand that they own the appraisal and a fee (which is almost the cost of the appraisal) might be warranted. But since the Bank has failed to refund me the fee I believe i should own the appraisal and certainly should not have to pay for something twice.

Desired Settlement: To refund me the cost of the appraisal fee and provide me a copy or give me the original of the appraisal.

Business Response: March 4, 2013
 
******* ******
**** *********** Road
**** ****, NY *****
 
RE: Home Equity Line of Credit **********
      Better Business Bureau Inquiry

Dear Mr. ******:
Thank you for your recent letter regarding the above referenced Home Equity Line of Credit account that had been forwarded to our office by the Better Business Bureau (BBB) for review and response.
 
In your inquiry, I understand that you had expressed concern with the fact that you had been advised that you would need to pay an additional fee to obtain a copy of an appraisal that you ordered to reinstate your line of credit.

As per our telephone conversation that we had on Friday, March 1, 2013; please accept my apologies for any miscommunication that led you to believe that a customer may be double charged for having an appraisal conducted on their property, and to receive a copy of that appraisal once it had been completed.
 
To clarify, if a customer pays for an appraisal to be completed on their home in order to reinstate their line of credit, they do not have to pay a fee to obtain a copy of the completed appraisal.
 
Additionally, please accept this letter as confirmation that your Home Equity Line of Credit was reinstated on February 28, 2013 based upon the appraisal that you submitted to us. A copy of this appraisal was sent to you on February 28, 2013, along with your official reinstatement letter, and a reimbursement of the appraisal fee that you originally paid of $285.00.
 
I hope that this letter has helped to remedy any concerns that you may have had regarding this matter, and appreciate the time that you have taken to bring this issue to my attention. Feedback such as yours allows us to review our current procedures in order to make enhancements where necessary to ensure that we are keeping our customers at the heart of everything we do.
 
Should you have any additional inquiries regarding any portion of this letter, please contact me at ************.

Respectfully,
****** ******
Office of the Chairman
 
CC:  Better Business Bureau Case Number: *******

Consumer Response: 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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

X

Additional Notes

Complaint: On December 28th, I had a balance of $3.98 in my checking account. There was no overdraft on the account. I had made prior arrangements with a company I had written a check to $279.80 and they were no supposed to cash the check. Because of the arrangements, I did not place a stop payment on the check. I also knew the check would not clear if it was presented to the bank in error because I had such a small positive balance on my account and no overdraft. However, the bank cleared the check, which resulted in my account being drastically overdrawn. This then in turn resulted in a number of fees being assessed and the account being overdrawn to the point that I did not have the funds to correct it. It also caused an additional check to bounce because I did not have the money to pay the fees and bring the account to a positive balance. I requested that the fees be refunded since the bank should have never cleared the check, but was told that they would not refund them. I would like to have the fees only, (not the amount from the check), credited to my account so that I can bring my account to a positive balance. I have had the account for quite some time now and would like to continue using it.

Desired Settlement: I would like the NSF funds and any daily or monthly overdrawn charges to be credited to my account.

Business Response: February 20, 2013
 
***** ******
RE:   Account ending in ****
         Overdraft Fees
 
Dear Ms. ******:
I am writing in response to your letter forwarded to us by the Better Business Bureau on February 19, 2013, regarding the above referenced account and issue.  At Citizens Bank, our primary goal is to satisfy the financial needs of our customers and provide them with the best possible service.
 
In your letter you addressed concerns regarding overdraft fees assessed to the account referenced above.  As indicated on the enclosed Notice of Overdraft/Insufficient Available Funds dated December 28, 2012, your beginning account balance that day was $3.98.  Check number *** posted to the account that day in the amount of $279.80, bringing the balance to negative $275.82, as such, the applicable overdraft fee was assessed.  Items continued posting to the account bringing it further overdrawn.
                             
Enclosed is an excerpt of our Personal Deposit Account Agreement, and you would have been provided with a similar copy during the account opening process. The terms and conditions were mutually agreed upon; a copy of the section titled Overdrafts/Insufficient Funds has been enclosed for your review.  Specifically, the agreement states “If we determine that your account has insufficient available funds to pay a Transaction, you agree to pay an overdraft/insufficient available funds fee.”

It has been determined that the overdraft fees you incurred on December 28, 2012 were not a result of a bank error, therefore, we are unable to refund your account. Our records confirm that we have provided you with $849.84 in courtesy rebates in the last eighteen (18) months.

Our records confirm your account remains in an overdrawn status in the amount of $466.71 as of the date of this letter.  We respectfully request you make a deposit to payoff this balance or contact our Collections division at 888-441-2894 to make possible payment arrangements.  Failure to do so could lead to further expenses and may impact your ability to open a new account at another institution.       
 
We regret any inconvenience you experienced as a result of this matter.  We appreciate the time you took to express your thoughts and for providing us with the opportunity to respond.  If you have any further questions or concerns, please contact me at ************.
 
Sincerely,
**** *****
Office of the Chairman
 
CC: Better Business Bureau (BBB)
       BBB Case #: *******
Enclosures

Consumer Response: 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.

If Citizen's Bank would actually review the "courtesy" rebates they would realize the vast majority of them were due to unauthorized transactions that were posted to my account. I filed claims against the people/businesses who were the cause of the transactions, which I was assured would be investigated. I never heard anything about the outcome of those reports. I did file a police report myself on one such unauthorized occurence, but it was an exhausting and laborious task and the end did not justify the means.

I do not understand why I should now be penalized because I had issues beyond my control that resulted in the bank refunding some of the fees associated with the unauthorized charges. ONLY ON ONE OR TWO OCCASSIONS WERE FEES REFUNDED AT MY REQUEST AS A TRUE "COURTESY." In addition to that, I do not understand why the Citizen's Bank cannot consider this a bank error. There was NO OVERDRAFT on my account at the time of the transaction. Why in the world would the bank decide to clear a check for nearly $300.00 when I only had a balance of $3.98??? That is ABSOLUTELY an error on the part of the bank.

As I previously stated, I had not put a stop payment on the check because I had made prior arrangements for the payment of that particular bill and was told the check would not be cashed. Since I only had $3.98 in my account and since the fee for a NSF check is almost the same, I decided that I would not overdraw my account with a stop payment fee. Due to the fact that I did not have an overdraft on the account, I was certain that the worst case scenario would be a NSF fee if the company did indeed cash the check.

All I had asked for were some of the fees to be refunded, NOT the cost of the check. I would have no issue bringing my account to a positive balance if the bank would be somewhat reasonable and receptive to refunding some of the fees that were a result of their error. When a company makes an error, they should stand up and show some responsibility for what they did and do what they can to correct it. I am disabled and on a very fixed income and cannot afford to pay additional fees that were not even supposed to be charged in the first place. There have been times that I did have an overdraft on the account and had no other option but to use it, but I AM THE ONE WHO PAID THOSE FEES BACK TO THE BANK. They were not refunded as a "courtesy.

This situation is not that way though. I did not have an overdraft and the check should not have cleared. I am only asking for a relatively small amount to be refunded for fees that should have never been charged to the account. These fees are not hurting Citizen's Bank in any way. They are not out any money if they refund fees and I cover the actual charges myself. It is a pretty sad world we live in when a massive, million dollar corportation can't show some responsibility for something they did wrong, especially when that error will not cost them a penny, and instead choses to prey on decent people who are just trying to get by and have a decent life. If that is the type of business that Citizen's Bank has chosen to run, then I truly feel sorry for the people who have made it that way. I hope they can sleep well at night.

Business Response: February 25, 2013
 
***** ******
*** ****** Highway **
**** *********, NY **********
 
RE:   Account ending in ****
         Overdraft Fees
 
Dear Ms. ******:
I am writing in response to your letter forwarded to us by the Better Business Bureau on February 22, 2013, regarding the above referenced account and issue.  Citizens Bank’s position on this matter remains unchanged.  As no new information has been provided regarding this matter, we consider this issue fully addressed.
 
If you have any further questions or concerns, please contact me at ************.
 
Sincerely,
**** *****
Office of the Chairman
 
CC: Better Business Bureau (BBB)
       BBB Case #: *******
 
 
 

Consumer Response: 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.

Since the bank is being completely uncooperative in correcting THEIR mistake, I will be taking this complaint to the Attorney General of NY, the Federal Reserve, and to my attorney. It's shameful that Citizen's Bank doesn't take responsibility for their errors and thinks nothing about screwing over their customers.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

X

Additional Notes

Complaint: I made two purchases with my debit card at **** on January 29, 2013, in the amounts of $9.69 and $3.99. At that time I had $19.60 in my account. My balance after the two debits was $5.92. At this point the transactions are out of my control. ATT sent through a payment of $87.91 also on January 29th, (the 3rd attempt by them) which overdrew my account. I was not happy, because I knew I would be charged an overdraft fee. I also took out an ATM withdrawal for $60.00 which I knew and agreed that I would also be charged an overdraft fee. I am not disputing those overdraft charges. When I checked my account this morning, Jan 31, 2013, the two **** debits were, for some reason, now dated January 30, 2013, also listing a transaction date of January 30th which is false, and shown to be "in process". I called 800-806-1692, for customer service number for my area, explained my concern that because the two debits had not been "posted" to my account, and I was showing a negative balance, I would be charged two additional overdraft fees at $36.00 each. I explained to her that at the time the debits were made, the money was in my account. I told her that my first of month payment would be in tomorrow (February 1st) She said that I should be fine. When I checked my account this afternoon the dates of the **** debits were now January 31, with a transaction date of January 31st, again, FALSE. I called the 800# again and spoke to *****, explained what was going on, she basically told me I would be charged overdraft fees for the **** debits. I became irate! I called back again and spoke to *****, explaining my problem and she told me the same thing. In other words, tough! I have had the worst time the last 3 months with my finances. My account has been in the negative for virtually the whole time. Some payments were made by the bank and some werent. No rhyme or reason as to what they would pay or not pay. My overdraft charges were in the hundreds of dollars. That was my fault and I take full responsibility for it. A family member loaned me enough money to get me back into the positive, and now Citizens Bank is going to charge me $72.00 for overdraft charges that were not overdrafts. I have attempted to correct this with them and they refuse. I will be closing my account in the morning, February 1, 2013. I understand that there is a class action suit presently against *** Bank for this very thing. It is very curious to me why the two debits have been "in process" for the last 3 days. Why have they not posted? There is no reason that they should have not posted by now. The order that the debits to my account has changed day after day. This is completely unacceptable to me and I am sure to anyone else with half a brain. If it is necessary for me to retrieve proof from **** as to the date and time of the two debits, I will do so. I am on Social Security Disability and receive alimony from my ex-husband. My 2011 Adjusted Gross Income was $14,936. I have just been diagnosed with ********, ******** and ********. My plate is full, the stress is more than enough. And now to have this bank charge me overdraft fees on transactions that were not overdrafts is unacceptable.

Desired Settlement: I would like Citizens Bank to justify charging me $72.00. Since there is no justification for these charges, I want a refund of the $72.00 sent to me by check.

Business Response: RBS Citizens, N.A. has determined this customer issue pertains to another entity. We have asked the BBB to redirect this complaint. Thank you, RBS Citizens, N.A.

Consumer Response:

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.

The complaint is most definitely a bank issue. They are ripping people off right and left. I think it is wrong to charges overdraft fees when the purchases were made by enough money being in the account.

Business Response: Dear BBB,
After having a phone conversation with this complainant we have determined Ms. ******'s issue pertains to another entity, Not RBS Citizens, N.A. Please redirect and remove this complaint from our register. Thank you, RBS Citizens, N.A. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: on january 23rd i opened a bank account for my mother in law and father in law on the 25th of january the bank closed both accounts my in laws are seniors over ** years old i went to the bank location to see why they said they dont know it was fro corperate they game me the phone number to the office of the chairman when i called there to ask why they said just laike u can close an account and not tell them why they can close there accounts and not tell them why !!!!!!!!!!!!! is this true i have them recoded on my i phone telling me that i want to give it to cnn to show how banks treat seniors after the bail out they think this is a third world country that they can say and do what they want !!!!!!!!!!!!!!! thank you for youre help ***** ***** ************

Desired Settlement: they should tell them why they closed account and monetary damages

Business Response: February 15, 2013  

Mr. ***** *****
RE:  Accounts **********; ****

Dear Mr. *****:
The Better Business Bureau (‘BBB’) has forwarded your inquiry, regarding the above referenced accounts, to us for review and response.  Your primary concern appears to be a desire to be provided an explanation as to why Charter One exercised its contractual right to close the Accounts.  As you may know, current Federal laws and regulations prohibit financial institutions in some instances from disclosing to their customers the events which give rise to an account closure decision.  It should be noted that these Federal laws and regulations apply to virtually all financial institutions not just Charter One.  Because Charter One feels it is important to comply with all applicable laws and regulations, Charter One has put in place a policy which restricts its ability to provide details to its customers regarding all of its account closure decisions. In this instance, a review of the records indicates that you were provided notice of the impending closure of the Accounts so as to provide you with a reasonable opportunity to arrange alternative banking arrangements. These facts indicate that Charter One met all of its contractual obligations to you throughout the account closure process.  This being the case, as Charter One is unable (per its internal policies) to provide you with addition details regarding its account closure decision, Charter One  has to take the position that this matter is now closed.    

Sincerely,  
**** *****
Office of the Chairman 

CC:  Better Business Bureau; Case ID *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: I retired from Citizens bank in 2005. Since then I & my husband have had their retiree medical coverage. I recently got a notice that when I reach 65 I will no longer have retiree medical coverage & will then pay full cost. I will be 65 in April. I called several times to explain that I was told & have a letter that states the retiree coverage will continue after 65. I faxed a copy to them. Citizens said the letter makes no difference to them. I will no longer be covered under retiree & will have to pay full cost. Please help as then the cost is much higher than what we are paying now.

Desired Settlement: Honor what I was told verbally & in writing. Continue as retiree coverage.

Business Response: February 7, 2013
 
 
**** * *******
RE:  Medical Coverage Concerns
 
Dear Ms. *******:
 
I am writing in response to your letter which we received from The Better Business Bureau on February 6, 2013, regarding the above referenced issue.   At Citizens Bank, our primary goal is to satisfy the financial needs of our customers and to provide them with the best possible service. 
 
In your letter you addressed concerns regarding your medical coverage you have been receiving as a retired Citizens employee.  You mention that once you reach the age of sixty five (65) you will be responsible to pay the full amount of the coverage.  As employee matters such as this are considered confidential, please contact our Human Resources Service Center for assistance regarding this matter at 866-472-8234.
 
We regret any inconvenience you experienced as a result of this matter.  We appreciate the time you took to express your thoughts and for providing us with the opportunity to respond.  If you have any further questions or concerns, please contact me at ************.
 
Sincerely,
**** *****
Office of the Chairman
 
CC: Better Business Bureau (BBB)
       BBB Case #: *******













 

Consumer Response:

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.

I already contacted Human Resources. They would not help me which is why I made this complaint. The letter from Citizens I received when I retired in 2005 showing I and my husband should be covered after 65 as a retiree was rejected by Human Resources.  They refused to honor the letter and would not let me speak to the representatives supervisor.

Business Response: February 12, 2013

**** *******
RE:  Medical Coverage Concerns
 
Dear Ms. *******:
 
I am writing in response to your letter which we received from The Better Business Bureau on February 11, 2013, regarding the above referenced issue.
 
Enclosed, please find a copy of the letter dated August 29, 2005, which was previously sent to you.  Briefly it states that the subsidy for the retiree medical program is only available to individuals until they reach age 65.  It also mentions that once you reach that age you would still be eligible for coverage at the full cost. 
 
It is our understanding that you may not be satisfied with this response and we regret if this is not the resolution you were hoping for.  If you have any further questions or concerns, please contact me at ************.
 
Sincerely,
**** *****
Office of the Chairman
 
CC: Better Business Bureau (BBB)
       BBB Case #: *******
Enclosure

Consumer Response:

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.

Thank you for responding to my complaint. I never received a letter dated 8/29/05.  I did get a letter dated 8/26/05 that I attached with my 1st complaint that states that if I was hired before 8/1/93  I would not have to pay full cost. I was hired in 1990.   This is also what I  was told when I retired. I don't understand why a large company like Citizens has a problem with honoring as small an item as suppliment medicare coverage for their retiree.

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

X

Additional Notes

Complaint: Purchased a home appraisal as part of the mortgage process. Requested copy of appraisal as allowed by law. Emails and phone calls remain unanswered. No assistance given. No appraisal sent. Horrible customer service experience from day one of the application.

Desired Settlement: Appraisal and other documents returned to me as promised bot verbally and in emails which I have saved.

Business Response: February 13, 2013
 
Mr. **** * ******
RE:   Mortgage Application
 
Dear Mr. ******:
The Better Business Bureau (“BBB”) has forwarded your letter dated February 1, 2014 to us for review and response.   First and foremost, allow me to apologize for the fact that this matter has caused you a great deal of frustration.  Best in class customer service is best defined as keeping customers such as you, Mr. ******, at the heart of everything that we do.  Please allow me to explain the findings of my research into this matter below.
 
Our records indicate that the underwriter working on this application determined that the status of your existing property was different from what you had provided to us at the time of application.
 
Regrettably, you were denied the FHA purchase when it was discovered that your current home was under contract and closing under "short sale" conditions.  This (short sale) was not disclosed at the time of the application; rather, you had advised the bank of your intent to keep the current residence as investment.  We had no other choice but to deny the transaction in light of the short sale, in conjunction with FHA guidelines. 
 
Accordingly, as the application fee is a non-refundable fee, we are not able to provide you with a refund.
 
We regret to hear that you feel that the servicing of your application was not efficiently handled. Please let me assure you that your concerns have been taken seriously and have been forwarded to the appropriate Senior Management Team pertaining to this matter.  Additionally, I have enclosed all documentation per your request. 
 
We appreciate the time you took to express your thoughts and for providing us with the opportunity to respond.  Should you have any further questions or concerns, please contact me at ************.
 
Sincerely,
***** *********
Executive Services Senior Advocate
 
CC:  BBB Case# *******
Enclosures

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: Over draft charges

Business Response: February 12, 2013
 
**** *******
RE: Checking Account Ending In ****
 
Dear **** *******:
I am writing in response to your letter dated February 8, 2013, addressed to the Better Business Bureau, regarding the above referenced account.  Thank you for taking the time to express your thoughts and for providing us with the opportunity to respond.  I hope that this letter will help clarify your concerns regarding your recent overdraft occurrence.
 
While Citizens Bank believes account holders are responsible for maintaining an accurate account ledger to prevent overdraft occurrences, we understand that from time to time situations may occur that causes an account to become overdrawn. As you know, items were recently presented for payment from your account when there were non-sufficient available funds to accommodate those items. Consequently the applicable overdraft fees were applied.
 
For ease of reference, I have enclosed a copy of the Notice of Overdraft/Insufficient Available Funds for this time period. A review of the notices will provide you with a full detailed explanation of the fees assessed to your account. 
 
Although it is our general policy to only rebate fees when they are the direct result of a bank error in the interest of good customer relations, we have provided your account with a rebate of $259.00, in addition to a prior rebate of $74.00 that was credited to your account on February 8, 2013.  Unfortunately, we will be unable to provide any further rebates unless due to a bank error.  We value our relationship with you and hope that this letter addresses your concerns.  If you have any further questions or concerns, please contact me at ************.
 
Sincerely,
**** ********
Office of the Chairman
 
CC: Better Business Bureau Case # *******
Enclosures

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: I receive this gift card **************** and tried to use it at the **** ******* for $50 aand was denied. **** ******* reffered me to call the gift card company which I did at 1-866-952-5653. I paid by other means by my own debit card ending in ****. The customer service rep said to fax proof to 414-341-7600 which I did. The www.mygiftcardsite.com is useless. When I want to contact this company it just brings me back to the same homepage with no help with my issue. I am out $50.00 that I did not use at this merchant and I cannot get the gift card company to help even though I sent proof paid by other means. I consider this fraud from both parties - the gift card company and merchant - **** *******. What do I need to do to get the $50.00 credited back to the card.

Desired Settlement: I just want the $50.00 credit back on the card! I have spent more than enough time trying to resolve this with both parties.

Business Response: February 15, 2013
 
***** ********
RE: Gift Card Ending in ****

Dear Mr. ********:
I am writing in response to your inquiry forwarded to our office from the Better Business Bureau.

At Citizens Bank we consistently strive for the highest standard in serving our customers’ needs, from providing accurate information to the prompt resolution of problems.

I understand that you experienced difficulty when attempting to use a $50.00 gift card in your possession. 

Please be advised we have confirmed with the gift card company that a transaction was processed with the gift card ending in **** on January 21, 2013, in the amount of $50.00 at ‘**** *******’.  Their records also confirm there was a second attempt to use the same card on January 31, 2013, at the same merchant, in the amount of $86.95. This transaction was declined as there were insufficient funds on the gift card.  Furthermore, a third transaction was attempted on January 31, 2013, again at ‘**** *******’, for the amount of $50.00; this transaction was also declined due to insufficient funds.

At this time, we respectfully ask that you inquire with the aforementioned merchant regarding the above referenced transactions.  We truly apologize for any inconvenience and frustration this matter has caused you.  We appreciate the time you took to express your thoughts and for providing us with an opportunity to respond.

If you have any further questions or concerns, please contact me at ************.

Sincerely,
****** *******
Office of the Chairman
 
CC:  Better Business Bureau Case Number *******
 

Consumer Response: I have reviewed the response submitted by the business and will inquire with the aforementioned merchant regarding the above referenced transactions to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

X

Additional Notes

Complaint: Citizens bank has over the years held deposits until after debits have been taken in order to access overdraft fees. The most recent was between 1/29/13 and 1/30/13. On 1/29/13 I made a deposit of $560 which I understand the funds are usually placed on hold until the transactions are completed overnight. Now overnight we had some checks presented as well. However, this morning I checked my account and saw that there was a positive balance so I withdrew some cash from the ATM machine. After the withdrawal it still shows a positive balance. My wife logged on the system this afternoon and it states there is a negative balance so we called the bank and the representative there told us that the account was overdrwan yesterday 1/29/13 yet it still does not show any overdraft either yesterday nor today. The representative stated that because the checks were not posted until sometime today that the account was overdrawn after the checks were presented overnight. I have my ATM receipt as well as a print out from the citizens online bank system which does not show any overdraft on the running balance and it shows the checks were deposited 1/29/13 not 1/30/13. Incidentally the representative said we will be assessed 4 overdraft fees because the funds were not available when the checks/debits were presented! This is not the first time this has happened but it will be the last time as I informed the re that we will be pulling all 8 accounts both business and personal! Incidentally, I thought the Federal Consumer Protection Act was supposed to eliminate these type of practices!

Business Response: February 6, 2013
 
Mr. ******* *****
*** ******* ******* ***
*** ******* Avenue
**********, PA *****
 
RE:  Account Number **********
 
Dear Mr. *****:
The Better Business Bureau has forwarded your inquiry, regarding the above referenced account, to us for review and response.
 
Citizens Bank strives to provide its customers with a positive banking experience, and when necessary, prompt resolution to their concerns.

You have expressed concern with the manner in which transactions are being paid from your account, as well as the related overdraft fees.  At Citizens Bank, we do not process your transactions in the order that you make them or when we receive them. Rather, we post transactions from high to low, meaning that at the close of each day, we deduct your largest transactions before deducting your smaller transactions. With this "posting order", you are at a lower risk of having an important item returned, such as a mortgage, rent or car loan payment due to non-sufficient funds.

However, these larger items will cause your account balance to be used up faster, and if it falls to zero, you will incur bank overdrafts or returned items and related fees. As a result, overdraft fees may be incurred more frequently than if we had deducted the transactions in a different order. Remember though, if the available balance in your account does not fall below zero, this "posting order" does not matter.

It is important for you to also be aware of our Funds Availability Policy.  For your review, I have enclosed an excerpt from the Business Deposit Account Agreement as it pertains to the availability of deposited funds.
 
Your inquiry references federal practices that were recently enacted to protect consumers’ bank accounts.  Please understand that the recent practices put in place were related to the assessment of overdraft fees and are only relative to consumer accounts; business accounts were not included in these recent updates.
 
As a courtesy to you, I have applied a credit in the amount of $156.00 to your account to reimburse you for the fee recently assessed.  Please know that in the future, unless fees are assessed due to a bank related error, we will be unable to extend such courtesy rebates to you.   Should you have further questions or concerns, please contact me at ************.
 
Sincerely,
**** *****
Office of the Chairman
 
Enclosures 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: On 1/29/13 I contacted customer service for a payoff statement on my line of credit. The 1st person I spoke to could not give me the specific number of days I would have to wait for the letter. A manger was requested and that manager said it would take one day to process and 3 days to mail, arriving on 2/4. The statement is not here and is expected to take several more days before delivery. My only option now is pay $25 for a FAX statement, which should be free.

Desired Settlement: I would like $25 credit to my account for the trouble. Customer service promised and did not deliver.

Business Response: February 6, 2013  
 
****** * ******
*** * ******** ***** Avenue
***** ********, IL *****
 
RE: Better Business Bureau Inquiry
       Loan account ending ****

Dear Mr. ******:
I am writing in response to your inquiry forwarded to our office from the Better Business Bureau.

A review of our records confirms that on January 29, 2013, and February 4, 2013 payoff requests were initiated via our Voice Response Unit (VRU) for the above mentioned account individually.
 
While we understand that you did request the payoff information on January 29, 2013 we were able to confirm that the payoff information was mailed to you on January 31, 2013. We ask that you allow a minimum of 3 business days for delivery once it has been mailed.   Unfortunately, because you acknowledged that the applicable $25.00 fax fee would be assessed to the loan at the time of your fax request we are unable to provide you the refund that you are requesting.
 
While this may not have been the response you had been hoping for, please know that this matter was fully documented. If you have any further questions or concerns, please contact me at ************.
 
Sincerely,
***** ******
Office of the Chairman
 
CC:  Better Business Bureau Case Number *******

Consumer Response:

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.

Amazing!  I received a phone call from Charter One after complaining on Facebook and was told my money is being refunded.  Before answering you should really know what the rest of the company is doing.  Until I see the $25 credit on my statement the response from Charter One is rejected.  I will update this case again once I confirm the credit has been applied.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

X

Additional Notes

Complaint: I opened a custodial CD account with the business' predecessor a long while ago (10 yrs?). Because my child is nearing college age, prior to the anniversary date, in November 2012, I requested that the money be transferred to a regular savings account. Because I have never been a resident of any state east of California, I was informed that I would have to close the account and the monies would be forwarded to me. I was asked some challenge questions (SSN, account number, etc) and was told that I would not need a verbal reverification, but would need to send a notarized letter requesting that the account be closed. I was told that there would be no penalty because I requested that the account be closed within the grace period. I forwarded the notarized rewuest on November 29, 2012 which was apparently received in December. In late December, I received a call from ******** from the business' Office of the Chairman. Because I was out of town on vacation for the holidays, I did not have the bank information with me. I advised her that I would call her back upon my return. I called and left messages at 401/464-7821 on voicemail on 1/10/2013, a few days later (date not noted), 1/22/2013, and 1/25/2013. Although the voicemail announcement indicated that all calls would be responded to within 24 hours, I have never received a return call. As of this date, I have not received any phone call, received any mailing (except a 1099), nor any other communication regarding closure of my account. I note that all my personal information is the same as when the CD was originally opened, so I am puzzled why I have to go through such length to prove my identity (The closest notary is around 10 miles away plus there was the notary cost).

Desired Settlement: I request the following: 1. Close the account 2. Assess NO early withdrawal penalties (because request for closure was made within the grace period). 3. Forward to me a sum equal to to the contents of the CD including the business' regular interest accruing to the date of issuance of the check.

Business Response: February 15, 2013
 
Mr. **** ***
RE:   Certificate of Deposit Account ********
 
Dear Mr. ***:
I am writing in follow up to our conversation of February 15, 2013, where we discussed the resolution for your issue regarding the above referenced account. I have been in receipt of your letter forwarded to us by the Better Business Bureau (BBB) that requested attention to the same matter.  Charter One makes every effort to offer products and services that best meet the financial needs and goals of our customers.  Toward that end, we strive to provide a prompt and satisfactory resolution to issues that are of concern to them, when presented.
 
I was very disheartened to learn of the difficulties you were having with your efforts to close out the noted Certificate of Deposit (CD) that you held jointly with your daughter.  After our earlier conversation on February 7, 2013, I immediately took steps to research the issue to bring about a timely conclusion to the matter.  During the course of my research, I was able to locate your written correspondence, dated November 29, 2012, that requested the noted CD be closed.  I cannot say specifically where in the process there was a breakdown, but, it is obvious to say there was one and the request was not completed.  For this, you have my sincerest apologies.
 
At this time, I am pleased to advise you that as of February 14, 2013, the CD has been closed.  A check for the full amount of the CD was mailed to you as of this same date.  I have enclosed a copy of this check for your review.  You will be receiving it under separate cover.  Be advised, no penalties were charged to you for this closure.
 
Charter One regrets the inconvenience you experienced as a result of this matter.  We appreciate the time you took to express your thoughts and for providing us with an opportunity to respond.  It is with feedback such as yours that we are able to re-evaluate our processes and practices and make enhancements where necessary.   Charter One wishes you all the best going forward.  If you have any further questions or concerns, please contact me at (***)********.
 
Sincerely,
***** *****
Office of the Chairman
 
Enclosure
CC:  Better Business Bureau Case # *******

Consumer Response: 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 spoke to the business earlier this week and they apologized for the mishandling.  I guess these things can happen. I received the check today and promptly deposited it.  Thank you

BBB's Final Determination: Consumer accepted resolution offered by the business.

X

Additional Notes

Complaint: I have a business merchant account with charter one and I am constantly being charged excessive overdraft fees because of their banking practices. I have six additional bank accounts with six different banking institutions, yet pay more overdraft fees with Charter One than i do with all 6 other accounts combines. They way they process their credit / debit purchases are causing for consumers to pay excessive overdraft fees because the difficulty it creates when balancing your account. I was charged overdraft fees for transactions that cleared my account, but according to bank representatives were placed on hold for two to three days before they actually post and clear, although it shows that it was already debited from the available balance. When I make purchases using my bank card the amount is immediately reflected as being deducted in the available balance, but the items are placed on an additional hold for two to three days before actually being posted to the account. If at anytime while the items are on hold money is taken out of the account for other obligations, customers are charged overdraft fees even though the money was deducted already for the purchase and thereby made unavailable according to the online banking statement. When items are on hold they are not always reflected on the online banking screen which makes it almost impossible to balance. I was recently made aware of a pending class action lawsuit involving this bank for this very reason of excessive overdraft fees. When trying to get the fees reversed they were not very cooperative and willing to rectify the problem, and I am very dissatisfied with the excessive fees that are being charged to me and furthermore disgusted by their deceptive banking practices to inconvenience clients and make additional revenue.

Desired Settlement: I would like not only to be refunded for the recent overdraft that was charged to me but to also have my account reviewed over the last year and be compensated for some of the charges that were imputed to me because of this unfair, deceptive, and unethical banking practice.

Business Response: January 31, 2013 

****** ********
RE: Better Business Bureau Inquiry     
Green Checking Account **********

Dear Mr. ********:
 Thank you for your letter regarding the above referenced account that had been forwarded to our office on your behalf by the Better Business Bureau (“BBB”) for review and response. In your letter, you expressed concern with overdraft fees that had been assessed to your account, and that you requested to have the fees reimbursed to you as a courtesy. I understand that from time to time, an oversight may occur which can cause an account to become overdrawn, and overdraft fees may be assessed. I also understand that given our current economic climate, every penny counts, and fees can take their toll on our wallets. As you know, items recently posted to your account when sufficient funds were not available to accommodate them. Consequently, overdraft fees were assessed to your account. For ease of reference, I have enclosed a copy of the Overdraft/Insufficient Funds Notice that was recently sent to you which outlines this activity in detail.

At Charter One Bank, we do not process your transactions in the order that you make them or when we receive them. Rather, we post transactions from high to low, meaning that at the close of each day, we deduct your largest transactions before deducting your smaller transactions. With this "posting order", you are at a lower risk of having an important item returned, such as a mortgage, rent or car loan payment due to non-sufficient funds.However, these larger items will cause your account balance to be used up faster, and if it falls to zero, you will incur bank overdrafts or returned items and related fees. As a result, overdraft fees may be incurred more frequently than if we had deducted the transactions in a different order. Remember though, if the available balance in your account does not fall below zero, this "posting order" does not matter.In regard to a pending court settlement involving the posting order of items; please know that if the court approves the settlement, impacted customers will be formally notified.In your letter you also inquired about how debit card items are posted to your account.

Please know that when you authorize an everyday debit card purchase with your debit card, the funds are immediately withdrawn from your account if you chose the debit option. If you chose to utilize your debit card as credit, a hold is placed on your account for the amount of the funds that you have authorized for one business day in order to allow time for the merchant to collect those funds. Further review of your account confirms that as it had remained in an overdrawn status for sixty days; your account was charged off for the outstanding balance owed of $215.56 on January 16, 2013. With that said, in keeping our customers at the heart of everything we do, I have provided your charged-off account with a courtesy credit of $111.00 on January 29, 2013. This credit represents the overdraft fees that your account had recently been assessed on January 11, 2013.

At this time, I would encourage you to contact our Asset Recovery Department at 888-310-4357 in order to begin to make payment arrangements for the outstanding balance owed of $104.56. Their hours of operation are Monday through Friday from 8:00am to 9:00pm and on Saturday from 9:00am to 1:00pm. I hope that this letter has helped to clarify any concerns that you may have had regarding this matter, and appreciate the time that you have taken to bring this issue to my attention. Should you have any additional inquiries regarding any portion of this letter, please contact me at ************.

Respectfully, 
****** ******
Office of the Chairman 

CC:  Better Business Bureau Case Number: *******  Enclosures

Consumer Response:

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.

The account that i am disputing is not the one that was made reference to ending in **** but the business merchant account that my wife ****** ******** and I use for business that processes thousands of dollars more than the aforementioned account that isn't even used.  This particular account ends in **** and is the one in question in which I've paid probably pretty close to $1k in overdraft fees in the past year alone.  This is the problem account that we are seeking a resolve to.  

Business Response: February 6, 2013  

****** ********
***** ******** Road Apt ***
**********, MI *****

RE:  Checking Account Inquiry  
Better Business Bureau Rebuttal

Dear Mr. ********:
I am writing in response to your rebuttal, forwarded to our office from the Better Business Bureau. Upon further review of your profile, I was unable to locate an account ending in ****.   That said, the only account that is currently on your profile ends in **** (checking account) and is currently charged off.  For you reference, I have enclosed a copy of the January 31, 2013, correspondence that my colleague ****** ****** had provided.  Should you have any further questions or concerns, please contact me at ************.

Sincerely   ***** *****
Office of the Chairman Enclosure

CC:  Better Business Bureau         Case Number:  *******   

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: Charter One Escrow Fiasco 1. Eaton Escrow requested final payoff letter to be faxed to them (providing a written authorization to Charter One) in late November. Charter One faxed them letter and charged our account $25. 2. Escrow was scheduled to close but was extended. Eaton Escrow requested a second “updated” payoff letter in early December. Charter One refused to fax a second payoff letter stating that they “would not provide it without permission from the account holder because it involved a $25 fee”. Charter One instead mailed out the final payoff letter to our home address (the account holder), further delaying escrow. 3. Escrow attempted a second time (urgently) to obtain payoff amount, but Charter once refused to provide and insisted that account holder call in and request the payoff letter. This forced the mortgage broker, and Escrow Company to contact us and ask that we contact Charter One personally to “authorize” them to provide the final payoff letter to Eaton Escrow. (Have emails to verify this). 4. **** ****** called in, and it took 2.5 hours, multiple conversions, with many people, and finally a conversation with a supervisor for Charter One to explain why they provided the escrow company the payoff letter the first time but not the second time, and why BOTH times we were being charged $25 fee for faxing. I should add that on every occasion, Charter One employees were VERY resistant to provide access to a manager for problem resolution. It should also be noted that frequently, we got different information depending on whom we spoke with. Ultimately, Charter One (****** and his supervisor) insisted that the only way to get the final payoff letter was for me (the account holder) use the automated system, and pay the $25 fee. In an effort to move things forward so that we could close escrow I attempted to comply, but our pin number didn’t work and this took another 30 minutes just to reset and use. When Charter one FINALLY faxed the second final payoff letter to escrow, IT DIDN’T INCLUDE FAX FEES SO FINAL PAYOFF AMOUNT WAS NOT ACCURATE! (leaving fax fees on the account balance). 5. Escrow closed and funded Monday 12/24 last week, and the Title company OVERNIGHTED final payment ON WEDNESDAY 12/26. However, Charter One did not post payment until after Saturday 12/29. 6. We were forced to call everyday last week during our holidays Wed, Thurs, Friday to monitor in an attempt to ensure that additional interest was not accrued. During these calls we were on each occasion handed to the “Consumer Counseling Dept.” who had told us that they fax payoff letters for Escrow companies “all the time” without the fee that comes with using the automated system, and that if the Escrow company should have been handed off to the CC department, and no fees would have been charged, and the entire “character building experience” could have been avoided. We were instructed to call back to Consumer Finance Dept. to speak with a manager since they were the one’s who put the fee on the account originally, and that CC could not remediate problem. 7. We called back AGAIN Monday 12/31 (today) and were again given to the Consumer Counseling/Collections Dept. at Charter One. They informed us that the final payment had posted, but that there was a remaining balance on our account that was subject to interest accrual. We did not understand how this was possible. They explained that there was a “recording fee”. I then explained that we were not closing the account, and that we had paid a $200 subordination fee during the escrow process specifically for this reason. They (***** ******) subtracted the recording fee, and stated that the only way to resolve the situation was to pay the remaining balance so as to be done with it and not to accrue further interest. We paid the balance, but it was only after this that we found out that we were not speaking with the correct department (Consumer Finance). 8. We called back AGAIN, and spoke with the Consumer Finance Department. Again, there was resistance to providing access to a manager. We insisted, and were finally put in touch with ** (XT ****) who heard our a portion of our grievance, and agreed to 1) accept this faxed letter explaining the sequence of events, 2) investigate, 3) get back to us on Thursday 1/3/13 of this week. This entire “character building experience” (the only way to accurately describe it) borders on abusive. This was not consumers trying to make a payment, but instead professional escrow and title companies attempting to execute their duties in a timely manner. Charter One caused needless complication to a process already filled with red tape, caused delays in escrow, and forced the account holders (**** and ***** ******) to spend in excess of 15 hours over two weeks to pursue remediation of this entirely avoidable, and unnecessary problem. The customer service that we have received (with the exception of the Consumer Counseling Dept. which was actually much more pleasant that any other group within Charter One) was beyond ridiculous.

Desired Settlement: Charter One refunds all fax fees charged in 2012 that should not have been charged under the circumstances of closing escrow, 2) Written apology from Charter One that indicates they were wrong to INSIST on multiple occasions that our Escrow Company and ourselves use the automated fax system (subject to fees) to obtain payoff information for the purposes of closing Escrow. 3)A credit of $500 in the form of a check mailed directly to customers home address as a show of good faith for "pain and suffering" caused directly by their actions or inaction which was directly responsible for jeopardizing the conclusion of our escrow.

Business Response: January 31, 2013  
 
**** ******
RE: Home Equity Line of Credit **********
 
Dear Mr. ******:
Thank you for your recent letter that had been forwarded to our office from the Better Business Bureau (“BBB”) and the Consumer Financial Protection Bureau (“CFPB”) on your behalf for review and response.
 
I understand that you have expressed concern with a recent experience that you and your Escrow Company endured while trying to obtain a faxed payoff for the above referenced Home Equity Line of Credit loan.
 
During our telephone conversation on January 18, 2013, you had advised that you had been transferred to multiple departments and were provided with conflicting information regarding the $25.00 fee associated with requesting a faxed payoff letter.
 
As we discussed, there is a $25.00 fee that is assessed to an account when a faxed payoff is requested through our automated system. Via this method, the fee is assessed whether it is requested by the customer or a third party, and the fax will be received within fifteen minutes from when the request is initiated.  Please know that if a faxed payoff letter is requested manually with one of our Contact Center agents, there is no fee assessed to the account; however, the turn-around time for the payoff letter to be faxed to the requestor is forty-eight hours from when the request is made.
 
Please accept my sincere apologies for any miscommunication regarding this fee, and any inconvenience or frustration that it caused you or your Escrow Company. It is never our intention to cause our customers or external business partners any stress while trying to conduct routine business transactions.
 
With that said, in keeping our customers at the heart of everything we do, your loan was credited $50.00 on January 16, 2013, which represents the two fax fees your account had been assessed in relation to this matter. Additionally, please accept a $50.00 gift card as a token of appreciation for your valuable feedback and your patience throughout this experience.
 
I hope that this letter in partnership with our telephone conversation has helped to ease any concern that you may have had regarding this matter, and truly appreciate the time that you have taken to bring this issue to my attention.
 
Your feedback regarding your experience has been taken very seriously, and we appreciate your honesty. Feedback such as yours allows us to review our current policies and procedures in order to make enhancements where necessary to ensure that we are providing the best possible service that you expect and deserve from us.
 
Should you have any additional inquiries regarding any portion of this letter, please contact me at 401-464-3615.
 
Respectfully,  
****** ******
Office of the Chairman
 
Enclosure  
CC:   Consumer Financial Protection Bureau (CFPB)
         CFPB Case Number: *************
 
         Better Business Bureau (BBB)
         BBB Case Number: *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: We have had a loan w/ CCO mortgage for quite a few years now and although we pay our bill in full every month (often w/ extra to principle), every month we receive a "failure to pay" notice from CCO Mortgage. Every month we call in and say "this happens every month" and they say "we see what is wrong, it won't happen again next month" and the next month there it is again, a letter stating we have failed to pay our bill on time. This month we got our "montly letter", I called and went through the this happens every month, why can't someone fix whatever is wrong? I got the "we are having a specialist look at this, it won't happen again". I was on business up in Anchorage when I called.. so 1/15/13... it is now 1/23 and today I got a new one.. a "Notice of pre-foreclosure" letter.. stating if we don't respond in 30 days a notice of default may be issued". We are SICK of being harrased by this company when anyone is welcome to look, we have paid ON TIME every month... if customers can get a penalty and/or fee for not paying on time, a company should pay a penalty/fee everytime they falsely accuse someone of doing the same!

Desired Settlement: I would like $500 for the years of false accusations and harassment my wife have unjustly received. Also, I would like to have our loan moved to another bank.. one that understands how to receive and credit payments correctly.

Business Response: January 29, 2013   
******* *****
RE: Loan Account Number Ending In ****

Dear Mr. *****
I am writing in response to your inquiry forwarded to our office from the Better Business Bureau. We consistently strive for the highest standard in serving our customers’ needs.  Toward that end, we also make every effort to meet or exceed our customers’ expectations in providing a timely resolution to their concerns.  Our records indicate that you received late notices for the above referenced account, as you were making payments through Checkfree, and your funds were posting to the principal balance instead of the monthly amount due.   Our Mortgage department made me aware that they contacted you on January 17, 2013, to advise you that the principal payments were reversed and reapplied as payments.  They also stated that you were contacted on January 23, 2013 to advise that there was a zero balance due and that the account was up to date. We appreciate the time you took to express your thoughts and for providing us with the opportunity to respond.  Should you have any further questions or concerns, please contact me at ************.

Sincerely,   ***** *****
Office of the Chairman

CC:  Better Business Bureau        
Case Number:  *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: within a two week period, Citizens Bank has charged me $225 in overdraft and fees. The manor in which they determine these fees is to rearrange your deposits and debits so that the deposit is accounted for last and the debits are ordered from largest dollar amount to the smallest dollar amount . This in turn leaves your account to show an overdraft of which they charge you for every debit regardless if the deposit was made earlier in the day than the debits. They charge $39 for each overdraft and if that wasnt bad enough the add back in the amount they left your account negative so you have to pay it all over again. I cannot believe that banks can actually implament this practice in good conscience. It is immoral, unethical and crminal as far as Im concerned. I am a single mother who is self employed. I count on evey dollar i make to help make ends meet. WHAT THEY HAVE DONE HAS LEFT ME IN A TERRIBLE POSITION. While $225 may seem like nothing to some and not even a thought to the bank, for someone struggling to survive and raise a child, it is detrimental.

Desired Settlement: I have since closed both of my accounts with citizens (as they did it to my other account as well) and would hope that someone within the head of that financial Insitution would have some sense of moral ground and kindly return what wasnt theirs to take in the first place. That money belongs to me and I would like it back. I will continue to voice my opinion and my complaint to anyone who will listen until something is done to change this unethical practice of taking someones elses money.

Business Response: January 28, 2013
 
******** ******* 
RE: Checking Account Ending In ****
 
Dear Ms. *******:
I am writing in response to your letter dated January 18, 2013, addressed to the Better Business Bureau, regarding the above referenced account.  We want to provide our customers with the best possible service, and when they feel that it has failed to meet their expectations it is important for us to know.  I am disheartened to hear that you closed your accounts with the Bank.

I understand that there may be some confusion regarding the way payments are posted to your account; At Citizens Bank, we do not process your transactions in the order that you make them or when we receive them. Rather, we post transactions from high to low, meaning that at the close of each day, we deduct your largest transactions before deducting your smaller transactions. With this "posting order", you are at a lower risk of having an important item returned, such as a mortgage, rent, or car loan payment due to non-sufficient funds.

However, these larger items will cause your account balance to be used up faster, and if it falls to zero, you will incur bank overdrafts or returned items and related fees. As a result, overdraft fees may be incurred more frequently than if we had deducted the transactions in a different order. Remember though, if the available balance in your account does not fall below zero, this "posting order" does not matter.

Although it is our general policy to only rebate fees when they are the direct result of a bank error in the interest of good customer relations, I have enclosed a check for $156.00; this is for full reimbursement of the overdraft occurrence in question.
 
I hope this information clarifies your concerns.  Thank you for taking the time to express your thoughts and for providing us with the opportunity to respond.  If you have any further questions or concerns, please contact me at ************.
 
Sincerely,
**** ********
Office of the Chairman
 
Enclosure 
CC: Better Business Bureau Case # *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: Charter One has consistently charged my account excessive overdraft fees and has unfair, unethical, and deceptive business practices as it relates to their checking accounts. Even looking at the complaints listed here on the Better Business Bureau I see a lot of the same complaints about overdraft charges. It is their practice to place funds on hold that has already cleared your account which is reflected in your available balance and then when one item comes in and overdrafts the account, you are charged overdraft fees for the one item that actually overdrafted the account plus every other charge that was on hold whether it's one item or 7. This is unfair, and very deceptive and a way to charge customers outstanding bank fees in an effort to increase revenue. Regardless of the fact that Charter One takes it upon themselves to reverse the order of the clients transactions to clear the larger items first and then the lower ones afterwards, the client still ends up paying excessive overdraft fees. I have paid close to $1,000.00 or more in overdraft fees in the past year alone and was recently charged a $156.00 overdraft fee just yesterday for the exact same practice when I was charged for three items that were on hold when they already were cleared and deducted from the available balance. I am very tired of the deceptive stealing and am very disappointed in their overall banking practices when there are other top twenty banks with much better practices which is where i intend to take my business if this issue isn't resolved. My husband recently placed a complaint and it was apparantly overlooked because I guess he wasn't the account holder when clearly my name and information was placed in the initial complaint along with the last four of the account number. This further shows lack of professionalism, customer service, and follow through on behalf of Charter One. I am very disgusted with this bank as I have been a customer for a number of years and have done thousands of dollars worth of transactions with this particular account ending in ****.

Desired Settlement: In light of the recent class action lawsuit regarding these excessive overdraft fees that they have found a way to charge clients I would like a full review of my account dating back to a year ago and would like to be refunded at least half of the charges that were accessed to me due to these unethical business practices which would amount to approximately $500 with the recent overdraft charge of $156.00, and I intend to be a mouth piece and advocate against Charter One bank and it's deceptive practices until resolved.

Business Response: February 11, 2013
 
********** ********* Inc
****** ********
 
RE: Better Business Bureau Inquiry

Dear Ms. ********:
I am writing in response to your inquiry forwarded to our office from the Better Business Bureau.

Per your request we have conducted a full account review for the last twelve (12) months. Please find the enclosed notices of Overdraft / Insufficient Available Funds, which confirm the assessment of these overdraft fees.
 
Please understand that managing your banking relationship is a shared responsibility.  While Charter One believes account holders are responsible for maintaining an accurate account ledger to prevent overdraft occurrences, we understand that from time to time an oversight may occur that causes an account to become overdrawn. In order to help address any concerns you might have regarding this matter, I have enclosed a copy of section C (13). Overdrafts/Insufficient Funds of your Account Agreement, of which a similar copy would have been provided at account opening.
 
Briefly, it states if we determine that your account has insufficient available funds to pay a transaction, you agree to pay the fee, and we are not required to honor the transaction and we may return or decline it. We may impose a fee for each transaction that we return or pay. As a result, more then one fee may be imposed to you each day. Please understand that the overdraft fees are assessed per transaction and are not specifically related to the amount of the transaction.
 
We believe one of the best ways customers can avoid overdraft and other insufficient funds fees is by ensuring there are sufficient available funds to cover all transactions, including those that may be outstanding. Of particular importance are instances when you use your debit card, as the account must have enough available funds to cover all transactions, including the items on hold, other purchases made that day, and any other outstanding items that have to be presented for payment. 
 
It is important to mention that when a debit card purchase is made the amount will be placed on hold for a period of two (2) business days. If the item is not presented for payment within that time frame, the hold will be released. The amount of the hold(s) will reduce the available balance and if items are presented for payment and there are insufficient funds overdraft fees may be assessed. Using your debit card is in essence like withdrawing cash from your account and should be recorded in your check register as an immediate withdrawal in order to maintain an accurate and up to date balance.
 
I would also like to address the bank’s posting order in effort to try and help you better understand how items are posted. At Charter One, we do not process your transactions in the order that you make them or when we receive them. Rather, we post transactions from high to low, meaning that at the close of each day, we deduct your largest transactions before deducting your smaller transactions. With this “posting order”, you are at a lower risk of having an important item returned, such as a mortgage, rent or car loan payment due to non-sufficient funds.
 
However, these larger items will cause your account balance to be used up faster, and if it falls to zero, you will incur bank overdrafts or returned items and related fees. As a result, overdraft fees may be incurred more frequently than if we deducted the transactions in a different order. Remember though, if the available balance in your account does not fall below zero, this “posting order” does not matter.
 
Only account holders know which checks have been written and deductions have been authorized against their accounts. As your financial institution we want you to know of all the different ways that we can help. We offer you many tools in order to help you manage your finances. Of course, the best way to avoid overdraft and other insufficient funds fees, is to maintain an accurate check register and by ensuring there are sufficient available funds to cover all transactions, including those that may be outstanding. We recommend signing up for free email or text balance alerts through on-line banking or consider alternative protection tools such as Overdraft Protection. If you are interested in learning more about any of these services we would ask that you please visit your local Charter One branch or call 1-888-910-4100, 24 hours a day, 7 days a week to speak with a Customer Service Representative.
 
Although the fees assessed to your account were not the result of a bank error, I have applied a credit in the amount of $598.98 to your account on February 11, 2013. It is important to mention that you were provided with an additional $156.00 of courtesy rebates in the past twelve (12) months, totaling $754.98 in courtesy rebates. Please know that in the future, unless fees are assessed due to a bank error, we will be unable to extend such courtesy rebates to you.
 
I hope that this letter has helped to clarify any concerns you may have had regarding overdraft occurrences as well as the bank’s posting order. We value our account relationship with you and want to continue being your bank of choice. If you would like to further discuss any portion of this letter, please feel free to contact me at ************.
 
Sincerely,
***** ******
Office of the Chairman
Enclosures
 
CC:  Better Business Bureau Case Number *******

Consumer Response: 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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

X

Additional Notes

Complaint: The above named company lied and supplied erroneous information to me, also misrepresented what they would do and how they would handle the problem. First stating to me the product was in the mail and they had sent it. After some time had passed. I placed a call to the bank telling them I had not recieved the information. They said it was in the mail and give it more time. After more time had passed, I again called the bank. They stated they didn't send anything in the mail and they would not resovle the issue. I asked if I may speak with a supervisor as you could imagine I was quite upset. I was told the supervisor would return a phone call within 24 hours. Ater thinking about what the company was asking me to do and realizing that I would be committing felonies, I decided that my professional license was worth more to me than the eighteen thousand dollars I would be losing and I might recover some of that back in court at a later date. So I asked if I could return the merchandise instead of committing above mentioned felonies. They said I could and that someone would call and all I had to do is sign a statement. Even at the time of this complaint I have not received a phone call from the above mentioned supervisor or from the people that were supposed to come and retrieve the merchandise after I sign a release statement. Every day that passes I remain under hardship and I am losing money as this issue is still unresolved, I am attempting to return the merchandise and will be seeking compensation in court.

Desired Settlement: Return all money that was rendered for the merchandise. Approximately $18000.00 and of course the merchandise rendered to me free of charge and an apology stating that misleading, misrepresenting and giving erroneous information is not the way our bank does business and I made the right decision in not to breaking the law and attempting to surrender the merchandise.

Business Response: Please note: Hardcopy response mailed to customer on 1/24/13.

January 24, 2013
 
Ms. **** *****
RE:   Auto Loan Account Number **********
 
Dear Ms. *****:
I am writing in response to your letter, forwarded to our office on January 9, 2013 by the Better Business Bureau (BBB), regarding the above noted account, for review and response.
 
Citizens Bank makes every effort to offer the products and services that best meet the financial needs and goals of our customers.  Toward that end, we strive to provide a prompt and satisfactory resolution to the issues that are of concern to them, when presented.
 
Your letter seemed to indicate an issue that involves new documentation required to transfer vehicle registration from one state to another, in that certain paperwork is needed due to the lien Citizens Bank currently has on your 2007 ***** *.
 
Where I cannot speak to the stated difficulties you say you had in dealing with our Contact Centers, previously, I can state that our records do indicate the paperwork you had requested was sent to you via Federal Express mailer on January 4, 2013. 
 
I regret any frustrations that you may have experienced regarding this matter.  I am not sure why you would have ever been told we would not “resolve the issue.”  It is the practice of Citizens Bank to provide whatever reasonable assistance we can to come to an amicable resolution for our customers.
 
Federal Express documentation indicates that the mailer was signed for and thus, received, by you, on January 10, 2013.  I trust that the necessary documentation was in order and you have since been able to take care of your transfer of registration with your local Department of Motor Vehicles. Please let us know if this is not the case.
 
To your other point regarding intent to “return the merchandise,” I can only state that this loan was originated on August 27, 2007.  As such, the bank would not be able to provide you with any assistance in this regard. If any returns are to be done at this time, it would be a matter that would need to be addressed by the merchant or dealer. 
 
Citizens Bank apologizes for any inconvenience you may have experienced as a result of this matter.  We appreciate the time you took to express your thoughts and for providing us with an opportunity to respond.  Please be assured we value our relationship with you, and going forward, will strive to restore your confidence in Citizens Bank.
 
If you have any further questions or concerns, please contact me at (***)********.
 
Sincerely,
***** *****
PRD Executive Service Advocate
 
CC:  Better Business Bureau Case #*******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: This is the closest category I could find for this complaint. On January 17 I attempted to withdraw $600 from a Charter One ATM at 2770 W. Market Street, Fairlawn, OH, 44333 The funds did not dispense but the amount was deducted from my account. This is theft. Charter One will not refund the monies for 7-10 days further exacerbating the theft.

Desired Settlement: I want my money back now - not in 7-10 days. This is outrageous. If I took $600 from them and promised to return it in 7-10 days they would call the police!

Business Response: Please note: Hardcopy response mailed to customer on 1/24/13.

January 24, 2013
 
********* * **********
Re: Checking Account number ending in ****
       ATM Disbursement Dispute
 
Dear Mr. **********:
I am writing in response to your letter we received on January 22, 2013, addressed to the Better Business Bureau, regarding the above referenced account and issue.
 
At Charter One, we strive to provide our customers with the financial products and services that best meet their needs.  Toward that end, we also make every effort to meet or exceed our customers’ expectations in providing a timely resolution to their concerns.  We regret any inconvenience you experienced as a result of this matter. 
 
Enclosed is an excerpt of our Personal Deposit Account Agreement detailing the bank’s policy with respect to Electronic Funds Transfer (EFT) Services.  You would have been provided with a similar disclosure at account opening. 
 
Briefly in the section titled In Case of Errors or Questions About Your EFT’s it states that we must hear from you regarding any errors or questions within sixty (60) calendar days after we sent you the first statement on which the problem appeared.  We will tell you the results of our investigation within ten (10) business days.  If we need more time, we will provisionally credit your account until we have completed the investigation.
 
Our records confirm the claim you filed was due to you initiating an ATM withdrawal of $600.00 which the funds did not dispense but posted to the account on January 17, 2013.  We are pleased to advise you that your account received a permanent credit for this transaction on January 23, 2013.          
 
Please let me assure you that your concerns have been taken seriously.  Feedback such as yours provides us with the opportunity to re-examine our procedures, make changes where necessary and continually strive for increased customer satisfaction.
 
We appreciate the time you took to express your thoughts and for providing us the opportunity to respond.  Should you have any additional questions, please do not hesitate to contact me at ************.
 
Sincerely,
***** *****
Office of the Chairman
Executive Services Senior Advocate  
 
Enclosure 
CC: Better Business Bureau – Case# *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: I placed a call to RBS Citizens Bank on 12/26 to inquire as to the payoff amounts of the auto loans that we had with the bank. I was given the figures by the representative. On 12/27 I placed a call back to the bank to ask them to fax over the payoff letters to my credit union. I was informed that they would do this and it would be about 24hrs. On 12/27 I went to my credit union as they had received one of the fax letters for the 2011 Nissan Pathfinder. When I looked at the letter I saw there was a $25.00 fax fee. This was the first time I was notified of this fee. I contacted RBS Citizens due to the fax fee and also my credit union had not received a payoff letter for the 2012 ****** ******. I was told that nothing could be done about the fax fee. I explained that I was never told about the fax fee and they could listen to the recordings to see this. I then spoke with a manager ***** and he stated that he would get back to me. After about a week I was contacted by ***** and told they denied my request even though the recordings showed that I was never informed of the fax fee by their representative. He stated that he would continue to look into the matter and get back to me on 01/09. On the 9th ***** called and told me that they would be refunding the fax fee for the one fax but not the other. The current issue is that my loan was paid in full on 01/14. On 01/15 Citizens debited $446.73 from my checking account. I contacted Citizens that day and was informed that the process for the debit had occurred prior to the payoff but that I would be issued a refund check in 10 days. On 02/01 after still not receiving any refund check for the overpayment, I was informed that they could not find the overpayment and would have to research it. I spoke with a manager Kim who stated that the check should have been issued 10 business days after the overpayment so that would have only been 01/30 but she would check on the status. Today 02/04 after still no refund check I called back and was told that they still did not have any information as to if the check was issued. It has been now 21 days and 14 business days and I am still out $446.73. Nobody at RBS Citizens has any information and I keep getting the runaround. I find it funny that banks can charge late fees if the payment is one day late but after 21 days I am still waiting on a payment from them. Please assist in getting me some answers. Thank You *****

Desired Settlement: I would like the $446.73 that was debited on 01/15 after the account was paid in full on 01/14 refunded to me.

Business Response: Please note: Hardcopy response mailed to customer on 2/5/13.

February 5, 2013
 
*********** *************
Re: Automobile Loan number ending in ****
       Overpayment Check
 
Dear Mr. *************:
I am writing in response to your letter we received on February 5, 2013, addressed to the Better Business Bureau, regarding the above referenced account and issue.
 
At RBS Citizens NA, we strive to provide our customers with the financial products and services that best meet their needs.  Toward that end, we also make every effort to meet or exceed our customers’ expectations in providing a timely resolution to their concerns.  We regret any inconvenience you experienced as a result of this matter. 
 
Our records confirm that we received a check on January 9, 2013 in the amount $26,982.41, which was sufficient to pay off the balance due on your loan referenced above. However, it appears an automatic payment of $446.43 was processed at the same time thus causing an overpayment of this amount due back to you.
 
As stated during our telephone conversation, a check for this amount is being issued to you as of the date of this letter.  We appreciate your patience while this issue was being addressed and we hope this resolves this matter to your satisfaction.       
 
We appreciate the time you took to express your thoughts and for providing us the opportunity to respond.  Should you have any additional questions, please do not hesitate to contact me at ***************.
 
Sincerely,
***** *****
Office of the Chairman
Executive Services Senior Advocate  
 
CC: Better Business Bureau – Case# *******

Consumer Response: 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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

X

Additional Notes

Complaint: have been dealing with this issue for years. It started in 2006 or 07 I went on a trip and my debit card was used and while the transactions were pending they charged me overdraft fee even though when the charges posted to the account the money was there. Due to the overdraft fee that account was over when the last few transactions posted. I have been trying to get this account settled. The account has been turned over to ****** ********** ****** and they are no help. Russell sent me a letter on on a few time that at the top says "opportunity to settle your account" but every time I call them they say that they are not going to settle the account. I think that for once and for all this account should be taken care of settled for the **** that I truly owe the bank.

Desired Settlement: I think that because the bank is not willing to work with me and I did not do all of the charges that they are claiming. Plus the fact that the company that they sold it to is now sending me false advisement letter about settling. The account should be settled for the **** that I owe and taken off of my credit and check systems once and for all.

Business Response:
Dear BBB,

After having a conversation with *** ****** it has been determined this issue does not pertain to *** ********* ****

Please remove this complaint from our "Pending Complaints" queue.

Thank you,
RBS Citizens, N.A.

BBB's Final Determination: Consumer accepted resolution offered by the business.

X

Additional Notes

Complaint: I have been dealing with this issue for years. It started in 2006 or 07 I went on a trip and my debit card was used and while the transactions were pending they charged me overdraft fee even though when the charges posted to the account the money was there. Due to the overdraft fee that account was over when the last few transactions posted. I have been trying to get this account settled. The account has been turned over to Rusell Collection Agency and they are no help. Russell sent me a letter on on a few time that at the top says "opportunity to settle your account" but every time I call them they say that they are not going to settle the account. I think that for once and for all this account should be taken care of settled for the $150 that I truly owe the bank.

Desired Settlement: I think that because the bank is not willing to work with me and I did not do all of the charges that they are claiming. Plus the fact that the company that they sold it to is now sending me false advisement letter about settling. The account should be settled for the $150 that I owe and taken off of my credit and check systems once and for all.

Business Response: Please note: Hardcopy response mailed to customer on 1/29/13.

January 29, 2013
 
****** ******
Re: Better Business Bureau Inquiry
 
Dear Ms. ******:
I am writing in response to your letter dated January 28, 2013, addressed to the Better Business Bureau.  Please be advised that I have made attempts to contact you by telephone at ************.  As that number is not valid, I felt it best to communicate in writing.
 
Thank you for bringing your concerns to our attention and please be assured that our customer’s feedback is important to us.   Unfortunately, we need additional information from you in order to respond to your concerns such at your account number or social security number.  Please contact me at your earliest convenience at ************.
 
Sincerely,
**** ********
Office of the Chairman
 
CC: Better Business Bureau Case # *******

Consumer Response: This is the wrong company.**** was very helpful. Sorry about the mix up.

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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

X

Additional Notes

Complaint: Amongst other problems over the years with Citizens back I believe this will be my final straw but before I close my accounts I want answers and seeming I got nowhere with customer service and the rude manager, I decided to take it a step further. The latest problem I had with Citizens bank is that on 01/14/13 at 8:54am I attempted to withdraw $20 from my savings account but instead of money coming out my card popped back out along with a receipt that stated “ The account selected is not authorized. Try another or call your institution”. It would not even allow me to obtain my balance. So I called customer service at 8:56am and spoke to a guy by the name of *********, he advised me the reason for this is because my savings account was not linked to my debit card which I told him was untrue because and I was kind of ****** off because this is the second time this has happened to me in the course of me having an account with them. I stated I withdrew money from my account in October so how is now not linked especially if I didn’t call, he stated he had no clue and there was nothing in the system showing it was ever linked. I said yes I want you to link my account back to my card because it should’ve never been unlinked. Then I asked for a supervisor or technical support because no answer was unacceptable, he said he would have a supervisor call me back to discuss. I did not get a call back that day so the next day 01/14/2013 at 2:14pm I called back and spoke to a guy named **** and he said he couldn’t give me an answer either and during the transfer to a supervisor the call was disconnected. I proceeded to call back and spoke to a lady named ********* at 2:19pm she transferred me to a manager named ***** who did not want to hear what I had to say, or give me any assistance. I am very unhappy with the service I have received and plan on notifying the attorney general of my issues with this bank because it’s apparent that something or someone is messing with my account but someone will answer and too how and why does this keep happening.

Desired Settlement: I would like the company to explain how these things keep happening to my account, just saying they have no reason and are unsure is unacceptable. I would like answers.

Business Response: Please note: Hardcopy response mailed to customer on 1/22/13.

January 22, 2013

****** *********
RE: Savings Account Ending In ****
       Bank Card Ending In ****
 
Dear Ms. *********:
I am writing in response to your letter dated January 15, 2013, addressed to the Better Business Bureau, regarding the above referenced account.
 
We want to provide our customers with the best possible service, and when they feel that it has failed to meet their expectations it is important for us to know.  Please allow me to apologize for the service you received; it is never our intention to frustrate our customers.  Please know that your concerns have been thoroughly documented.
 
The savings account was not properly linked due to an internal miscommunication.  I have confirmed that the card ending in **** is correctly linked with your savings account ending in ****; please note that in order to withdraw funds, there must be enough funds in the account to cover the withdrawal amount.
 
We regret any inconvenience you experienced as a result of this matter.  I hope this information clarifies your concerns.  Thank you for taking the time to express your thoughts and for providing us with the opportunity to respond.  If you have any further questions or concerns, please contact me at ************.
 
Sincerely,
**** ********
Office of the Chairman
 
CC: Better Business Bureau Case # *******

Consumer Response:

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.

The reason for the rejection of the response is the fact my issue/concern is still con addressed. Futhermore, they are referencing the wrong acct information. Just to say this way an "internal miscommunication" is  unacceptable. How does that happen? What makes an account linked for a period of time and then unlinked all of a sudden? What is the process to link the account to the card and what steps were missed or messed up? I would also like to add that there was an insulting comment that there must be available funds in the account in order to withdraw, I am full aware of that and that statement was quite offensive to imply that I have no clue I need money in the bank in order to get money out. At the time of the attempted withdrawl funds were in the account and available. I am still unsatisfied with the reply and would like the concerns addressed. Thank you.

Business Response: Please note: Hardcopy response mailed to customer on 1/28/13.

January 28, 2013
 
****** *********
RE: Savings Account Ending In ****
       Bank Card Ending In ****
 
Dear Ms. *********:
I am writing in response to your letter dated January 23, 2013, addressed to the Better Business Bureau (BBB), regarding the above referenced account.
 
I regret to learn that you were not satisfied with my previous response regarding your BBB inquiry dated January 15, 2013.  Unfortunately, the account was not linked properly by the Bank when the card was captured as lost in October 2012; when the new card was issued it was not properly linked to your savings account.  I apologize for any inconvenience this has caused you.
 
Additionally, if the balance in your Savings account drops to zero at any time, the account may be systematically deleted from your ATM card.  If you have any further questions or concerns, please contact me at ************.
 
Sincerely,
**** ********
Office of the Chairman
 
CC: Better Business Bureau Case # *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

X

Additional Notes

Complaint: Charter One is collecting on overdraft fee's when my account never over drafted/or had insufficient funds during theses two incidences. This has happened twice in the last two months and Charter One has not refunded approximately $300 back to my account. Furthermore the customer service reps and the branch manager failed to adequately tell me how it is possible to charge over draft fees for overdrafts that never happened.

Desired Settlement: To be reimbursed the funds taken out of my account.

Business Response: Please note: Hardcopy response mailed to customer on 1/25/13.

January 25, 2013
 
****** * *******
RE: Checking Account ending in ****
       Fee Assessment

Dear Mr. *******:
The Better Business Bureau (“BBB”) has forwarded your letter, which we received on January 14, 2013 for review and response.  At Charter One we consistently strive for the highest standard in serving our customers’ needs, from providing accurate information to the prompt resolution of problems.
 
It is our understanding that you have concerns regarding recent overdraft/insufficient available funds fees you have been assessed.  We kindly request that you reference the enclosed Notices of Overdraft / Insufficient Available Funds as well as the copy of our Funds Availability Disclosure, which was included in your Personal Deposit Account Agreement that you received at the time of account opening.
 
The Notice of Overdraft / Insufficient Available Funds dated January 7, 2013, shows the total amount of funds available to pay items on this day was $2,109.21.  The total amount of items paid was $2,204.07, which exceeded the amount available and resulted in the assessment of insufficient available funds fee.
 
The available amount is reflective of the beginning balance amount of $2,058.80, plus the $120.00 cash from your deposit, and less the authorized transactions that were on hold in the amount of $69.59.
 
The Funds Availability Disclosure explains that our general policy is to make funds from your cash and check deposits available to you on the first business day after we receive your deposit.  As such, funds from the check you deposited in the amount of $600.00 were not immediately available for use until the following business day.  This also occurred with the check deposit made in the amount of $600.00 on November 6, 2012.  
 
The funds from these check deposits were not available, however, transactions continued to be paid from your account against them, resulting in the assessment of the appropriate fees.  Our records indicate you received a courtesy rebate of $37.00 on November 9, 2012.
 
Although the fees assessed were not a result of bank error, we have provided you with a courtesy rebate of an additional $222.00.  This credit posted to your account on January 17, 2013.
 
We appreciate the time you took to express your thoughts and for providing us with the opportunity to respond.  Should you have any further questions or concerns, please contact me at ************.
 
Sincerely,
******** ********
Office of the Chairman
 
CC:  Better Business Bureau Case Number: *******
Enclosures

Consumer Response: 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.

However, the overdraft/insufficient funds policy needs to be changed. At no time that I could see with online banking or at the branch did I overdraft my account. My balance was never in the negative.  Although Charter One knew about other transactions that were going to post but did not take my account negative it is not fair practice that I did not know about them because the transactions were in cyber space. 
 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

X

Additional Notes

Complaint: I contacted this bank in March 2012 to close my account. I was told to empty the account of all funds and that it would then close. However, the account was not closed and fees continued to accumulate. I was made aware of this several months later and again called to close the account. I was told this would occur. However, the account continued to be charged fees and again I called after several months to close the account. I was given phone numbers to call and attempted several phone calls but was left with voice mail. The account continued to accumulate fees, but I was not made aware. Then I received a collections notice. I again called and was referred to a "Chairman" named **** *********. I called her several times and was only put to voice mail, leaving many messages that remain unreturned. Today, 1/17/13, I called the main customer service line as again I had left a voice mail with no response. I was told that I would be called within 30 minutes by someone named Jose. 60 minutes later, I called back only to receive a voice mail stating that customer service was closed. I have gone above and beyond to correct what was thier error in the first place and now I am in colllections and left with something to fix that was not even my mistake. I am clearly getting the run around with every call that I make. I do not have the time to chase around this bank in order to get answers as to what happened.

Desired Settlement: I want them to waive all of the fees they charged to me after I was told by their representative that my account was CLOSED.

Business Response: Please note:  Hardcopy response mailed to customer on 1/24/13.

January 24, 2013
 
Ms.****** * ****
RE:   Charged Off Account **********
 
Dear Ms. ****:
I am writing in response to your letter, forwarded to our office on January 18, 2013 by the Better Business Bureau (BBB), regarding the above noted account, for review and response.
 
Citizens Bank makes every effort to offer the products and services that will best meet the financial goals and needs of our customers.  Toward that end, we strive to provide a prompt and satisfactory resolution to issues that concern them, when presented.
 
In reviewing your letter, you expressed some frustrations with not being able to get the noted account closed. You stated you contacted the bank back in March of 2012 and advised us you wished for the account to be closed. You went on to say you were advised to remove all available funds and the account would be automatically closed.  Where this instruction is correct, an account will close if it remains at a “zero” balance for an extended period of time; however, in this case, the account continued to have activity that prevented the closure.
 
A review of your account statements shows that as of April 30, 2012 your account did have a “zero” balance. However, on May 8, 2012, the bank received an electronic request for payment in the amount of $198.00, from ************.  This was a pre-authorized debit and was paid. This overdrew the account, resulting in overdraft fees.  The bank cannot close an account that has a negative balance.
 
As the account remained with an overdrawn balance, additional fees were also applied to the account.  As of May 23, 2012, your account had a negative balance of -$307.90.  Further review shows that on June 6, 2012, the bank received another pre-authorized request for payment from ************. As the account was already significantly overdrawn, this request was rejected; however, an additional fee was assessed.  Including monthly maintenance fees, as of June 25, 2012, the account was sitting with a negative balance of -$361.88. 
 
Further review does show that your account was credited on July 7, 2012 with a rebate for the overdraft fee that resulted from the payment request on June 6, 2012, in the amount of $37.00. As the account then remained with a negative balance of -$324.88, the account was charged off as a deficiency balance on July 10, 2012.
 
You will see all of this activity reflected in the account statements dated May 23, June 25 and July 25, 2012.  All of which I am enclosing here for your review.
 
Be advised, in our continuing efforts to provide our customers with a positive experience, I have taken your frustrations into consideration and credited your account balance with a courtesy rebate of $126.88.  This represents all the remaining bank fees that were assessed against your account. The remaining balance of $198.00 represents monies that were paid on your behalf.  As such, I am unable to rebate this amount.  This balance would need to be paid in order to ultimately clear your account.
 
Citizens Bank regrets any inconvenience you experienced as a result of this matter.  We appreciate the time you took to express your thoughts and for providing us with an opportunity to respond.  I hope this information provides you with some clarity regarding the events that led up to your account being charged off.  
 
You may contact our Asset Recovery Department directly to make the appropriate arrangements concerning payment of the account balance.  They can be reached at (800)720-2443.  If you have any further questions or concerns for this office, please contact me at (***)********.
 
Sincerely,
***** *****
Office of the Chairman
 
Enclosures
CC:  Better Business Bureau Case # *******

Consumer Response: 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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

X

Additional Notes

Complaint: I have never worked with a group of people so completely incompetent. We went to Citizens for a construction loan and it was one our biggest mistakes ever. The loan application process took forever because the loan department consistently misplaced paperwork and we had to send and resend it over and over. Then finally, when we received the loan, the Construction lending department wouldn't release funds in the 7 to 10 days that they were supposed to per our loan agreement. By the time we finished our loan, they were taking upwards of 3 weeks (15+ business days) to send payment to our builder, which of course caused massive delays in the project. Then, after causing the project to be delayed they made us pay an additional $1500 to extend our loan past a year even though they admitted freely that it was their fault. I had the local branch officers call to get the fee waived and they told him that they caused the delays but flatly refused to waive the fee. Isn't that extortion? The additional fee on top of the continued "interest only" payments that we wouldn't have had to pay if the project was on time caused a serious financial and emotional drain on me and my family.

Desired Settlement: I want the $1500 extension fee and the last $2000 interest only payment refunded since it was entirely the bank's fault that our project was continually delayed and we went over the one year mark. They have admitted this to me, my husband and the local bank manager but refused to waive the fees/payments.

Business Response: Please note: Hardcopy response mailed to customer on 1/10/13.

January 10, 2013
 
Ms. ***** * *****
RE:   Mortgage Account Number **********

Dear Ms. *****:
 
The Better Business Bureau (“BBB”) has forwarded your letter dated December 15, 2012 to us for review and response.
 
At Citizens Bank, we strive to consistently keep customers such as you, Ms. *****, at the heart of everything that we do, from providing accurate information to the prompt resolution of problems.  As indicated in our telephone conversation which took place on January 7, 2013, please accept our apologies for the frustrating experience which you recently endured and allow me the opportunity to explain the findings of my research. 
 
Our turn around time for disbursements is 7-10 business days from the date that the request is received in our office.  My research indicates that regrettably, there were three disbursements that were beyond the 10 business day standard. 
 
Since a disbursement was made after the maturity date, but within the same month, we treat this similarly as we would the collection of a pro-rated extension fee for one month as opposed to three months.  Consequently, we will retain a total of one-third of the extension fee paid ($500.00) and are able to refund the remaining $1,000.00 to you, as a courtesy. I have confirmed that a check in the amount of $1,000.00 will be mailed out to you today.
 
I have confirmed that the property address was updated to the above referenced address as of December 28, 2012.  The billing method has been updated and a billing statement will be generated and mailed to the mailing address of record in the next few days. 
 
Additionally, I have confirmed that two mortgage payments which were made by you on December 20, 2012 and January 2, 2013, have been credited to your account. The next payment will be due on February 1, 2013 which you will be able to see on your upcoming statement.  I have also confirmed that the fee in the amount of $150.00 which you paid was an inspection fee that was originally billed to your loan on October 25, 2012, prior to the conversion.  Since the fee was not paid prior to the conversion of the loan, the fee was transferred to the permanent loan.
 
Please let me assure you that your concerns regarding this whole experience have been taken seriously and have been forwarded to the appropriate Senior Management Team for review.   
 
We regret any inconvenience you experienced as a result of this matter.  We appreciate the time you took to express your thoughts and for providing us with the opportunity to respond. Should you have any further questions or concerns, please contact me at ************.
 
Sincerely,
***** *********
Office of the Chairman
 
CC:  BBB Case# *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: I have been using this bank's overdraft service for years and do not have an issue with paying the fee WHEN it's legit. However, there are way too many charges that should not apply. For starters, it says under their terms.. 1 Overdraft Day........$22 per item 2 or more Overdraft Days.......$37 per item I have NEVER been charged just $22. Years of overdraft fees and it's always been $37, regardless of the days. They are constantly manipulating the process order and how items are set and cleared. They are currently charging me $74, 2 overdraft fees, based on 1 debit purchase that HAS NOT even cleared yet. I also deposited the money to cover for it immediately. So how I'm even charged at all, let alone $37 instead of $22, is completely unreasonable. They do not outline proper procedure, itemize the order to benefit the customer or even charge the correct amount. I have paid $37 on hundreds and hundreds of overdrafts throughout the years when a decent chunk of them should have been $22 according to their own terms.

Desired Settlement: I have already received a class action lawsuit letter against the company for it's overdraft practices. I do not want any part of this. The amount of bogus charges that have piled up over the years is disturbing and surely into the thousands. I do however want some kind of partial refund of the money I was improperly charged with. Just as important, and I have requested this before, to UPDATE their terms to explain how they are basically going to improperly charge you.. so at least people can see it coming.

Business Response: Please note: Hardcopy response mailed to customer on 1/23/13.

January 23, 2013
 
****** ********
Re: Checking Account number ending in ****
       Overdraft Dispute/Fee Rebate Request  
 
Dear Mr. ********:
 
I am writing in response to your letter we received on January 23, 2013, addressed to the Better Business Bureau, regarding the above referenced account and issues.
 
At Citizens Bank, we strive to provide our customers with the financial products and services that best meet their needs.  Toward that end, we also make every effort to meet or exceed our customers’ expectations in providing a timely resolution to their concerns.  Thank you for taking the time to write and for providing us with an opportunity to respond.  
 
In reviewing your letter you mentioned that you felt the overdraft fee should have been $22.00 per item rather than the $37.00 per item fee the account was assessed.  In order to address this matter, I would ask that you refer to the enclosed Definitions section of your Account Guide along with the updated Addendum which details the overdraft policy. 
 
The per item fee of $22.00 is accessed on the 1st overdraft day and then accessed at $37.00 per item thereafter. The fee will be reset to the lowest amount if there are no overdraft occurrences for a 12 month period.
 
A review of your account confirms that your account has been continually overdrawn each month and would have accessed the applicable $22.00 per item fee the first time your account went overdrawn; regrettably, as the account has not been overdraft free for a twelve (12) month period, the per item fee remains at $37.00.

At Citizens Bank, we do not process your transactions in the order that you make them or when we receive them. Rather, we post transactions from high to low, meaning that at the close of each day, we deduct your largest transactions before deducting your smaller transactions. With this "posting order", you are at a lower risk of having an important item returned, such as a mortgage, rent or car loan payment due to non-sufficient funds.

However, these larger items will cause your account balance to be used up faster, and if it falls to zero, you will incur bank overdrafts or returned items and related fees. As a result, overdraft fees may be incurred more frequently than if we had deducted the transactions in a different order. Remember though, if the available balance in your account does not fall below zero, this "posting order" does not matter.

Although it is our general policy to only rebate fees when they are the direct result of a bank error, in an effort to maintain good customer relations, we have applied a courtesy rebate of $200.00 to your account as of the date of this letter.  Please understand that no further rebates can be extended unless due to a bank error.
 
Should you have any additional questions, please do not hesitate to contact me at ************.
 
Sincerely,
***** *****
Office of the Chairman
Executive Services Senior Advocate  
 
Enclosures 
CC: Better Business Bureau – Case # *******

Consumer Response: 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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

X

Additional Notes

Complaint: I have a Checking and Savings account with Citizens Bank. I have had issues with the bank in the past with charging fees to my account incorrectly. The last time I spoke to a customer service rep. in October I was advised that if my account goes overdrawn I have til the end of the that business day the account went overdrawn to correct the amount owed before any fees are applied. I made purchases with my debit card after my direct deposit was deposited into my account on 1/4/2013. I checked my account balances everyday and even have a app on my phone where i can check it at all times to keep track of what I am spending. On Monday 1/7/2013 I check my balance at 2:30pm , 5:30pm and 11:05pm and each time my balance showed $93.61. I knew that I might have a charge coming in from ***** **** ***** ****** for $107.91, I didn't have the money to cover the difference on Monday 1/7/2013 but on Tuesday 1/8/2013 I would have the money to cover it. So I knew if it was overdrawn I would owe the remaining plus $37.00 charge. When I checked my bank account today 1/8/2013 I saw that my account was overdrawn by $162.81. I called the customer service at 12:05pm and I was told by a customer service rep that I was charged 4 overdraft fee yesterday morning which was a lie cause I checked my account on 1/7 til 11pm and the negative charges or fees was not there and I was advised nothing could be done cause the 4 fees were already charged. What I was trying to understand was how do i get 4 overdraft fee for only one overdraft. So I realized what they did was pay the bigger charge and the smaller charges of $4 and $5 they charged an overdraft fee for each one when those charges were already in my transactions as paid not pending charges. I requested to speak to a supervisor and at 12:35pm I was transferred to someone in Pittsburgh, PA by the name of ******* ***** who stated that she was a manager. She advised me that the charges was posted in the middle of the night between 1am to 3am in the morning and at that time the fees were applied so you don't always get until the end of business to pay for the overdraft, which I was never told that before and that makes no sense cause where would anyone go pay a overdraft fee at 1 or 3 in the morning. She was very nonchalant and non caring about my issue and was just like it:s nothing that can be done but pay the amount owed and never even said anything or apologized about the misinformation I was given or asked any questions. The manager just stayed quiet on the line and just spoke when asked a question. I asked for the name of the previous rep that transferred me over and I was told she didn't know his name. She showed no empathy or any concern for my issue. I think she was very unprofessional and not a good representation for the company. I am a customer service rep and that is not a way to act towards a customer who is doing business with your company. I asked to speak with her manager, I was advised at first that she was a manager and she was the highest and when I said there has to be someone over you and asked for the corporate office information that is when she told me that over her was *********** *******. I requested that her boss return my call within 24 to 48 hours in reference to this issue.

Desired Settlement: I would like for all 4 of the overdraft charges to be removed from my account. Because I was completely misinformed by numerous reps and I have to suffer because of the negligence of their customer service reps misinformation.

Business Response:

Please note: Hardcopy response mailed to customer on 1/23/13.

January 23, 2013
 
 
 
Ms. ******* ********
 
RE:   Checking Account Number **********
 
Dear Ms. ********:
 
I am writing in response to a letter forwarded to this office on January 9, 2013, by the Better Business Bureau (BBB), regarding the above noted account, for review and response.
 
Citizens Bank makes every effort to offer products and services that will best meet the financial needs and goals of our customers.  Toward that end, we strive to provide a prompt and satisfactory resolution to the issues that are of concern to them, when presented.
 
My understanding of your concern is that you had been charged overdraft fees for transactions posted on January 7, 2013.  You stated you had checked your account balances at many times throughout the day and saw what you believed would be ample funds to cover your transactions. You also stated you have been advised previously that a customer will have until the end of the day to deposit funds into an account to avoid overdraft fees.
 
I am enclosing a copy of the Notice of Overdraft/Insufficient Available Funds generated and mailed to you on January 7, 2013, for you review.  This details what you had available in your account at the start of the day and what items were presented to us for payment that resulted in the overdraft and the subsequent fees.
 
Once items are presented for payment and processed in the overnight cycle, there is no opportunity for a customer to deposit funds to avoid the charging of the fees.  Once items are presented and the fees assessed, they will be posted to the account on the next business day.
 
This appears to be what occurred here.
 
Our records show that you have been provided with a courtesy rebate for half the fees charged in the amount of $74.00.  This was credited to your account as of January 9, 2013.  As no bank error has occurred, I am unable to provide you with any additional rebates.
 
Citizens Bank regrets any inconvenience you experienced as a result of this matter.  We appreciate the time you took to express your thoughts and hope this explanation provides you with some clarification regarding overdraft fees and when they might be assessed. Please be assured we value our relationship with you, and going forward, will strive to restore your confidence in Citizens Bank.
 
If you have any further questions or concerns, please contact me at **************
 
Sincerely,
 
 
***** *****
Office of the Chairman
 
Enclosure
 
CC:  Better Business Bureau Case Number #*******

Consumer Response: [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 #*******.

Regards,
******* ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

X

Additional Notes

Complaint: There were fraudelent activities on my account and i went o file a complaint. yes they did refund me the disputes amount but they said i am at risk on my account so they closed my account. This is not fair. my account get over drawn because of some fraudelent activities and instead of clsosing the account and offer a a different account instead they close my checking account. What kind of bank these are. they dong help low income people to have a checking account only to the rich? they should not be allowed to serve the public if they pick and choose who they serve.

Desired Settlement: i want my checking account back because we have 4wks direct deposit that they could not locate. my husband has a direct deposit and so do I. Thank you for your assistance

Business Response:
Please note: Hardcopy response mailed to customer on 1/7/13.

January 7, 2013
 
*** ***** ******* *** ******* ****** ****** ** **** **** *** ********
The Better Business Bureau (“BBB”) has forwarded your letter dated December 21, 2012 to us for review and response.
 
Your relationship with Citizens Bank is ultimately based on the contractual agreement governing the respective rights of you as an account holder on the one hand and Citizens Bank on the other.  As you know, all terms and conditions regarding your account Citizens Bank were disclosed to you in writing and you agreed to them at the time you opened your account.  Among the rights you have under your contract with Citizens Bank is a right to terminate the relationship at any time and without notice by closing your account.  Citizens Bank also has a right to discontinue its relationship with an account holder, as long as reasonable notice is provided.  After looking into the facts in this matter, it appears that standard Citizens Bank practice was followed and reasonable and proper notice of Citizens Bank’s intent to close your account(s) was provided to you.
 
It is Citizens Bank’s position therefore, that it has merely elected to exercise a contractual right granted to it by you pursuant to a mutual agreement.  As Citizens Bank has acted at all times in accordance with its agreement with you, if you wish to continue to dispute the ability Citizens Bank to exercise it contractual rights, you should instruct your legal representative to contact Citizens Bank’s Legal Department.  All future correspondence should be addressed to:
 
            Citizens Bank
            Legal Department
            28 State Street
            12th Floor
            Boston MA  02109
 
While Citizens Bank appreciates the time you took to express your thoughts and for providing Citizens Bank with an opportunity to respond, I trust that the position of Citizens Bank is clear.
 
Sincerely,
 
 
 
***** ********* ****** ** *** ******** *** *** ***** *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: i open my mail box with a letter from charter one bank stateing they have charged me 37.00 dollars in a late fee for 1.38 bill i payed on line also another 37 dollars for a 18.33 i feel this is out right stealing from me bye the bank. First i have a alert on my account where they let me no if there not funds in my account to cover my purchase. Which they did,nt do so i want to file a complaint against them the took two fees from me one just for a 1.38 cent i can't understand a bail that has being bail out bye the america people and they turn around and take money i don't have to give 74.00 they stole from me.

Desired Settlement: i just want my money put back in my account or a check for the amount send to me i feel this bank treats it's customer wrong i have a alert on my account i never was e-mail to let me know anything i have in mind never to do business with charter one ever again.

Business Response:
Please note: Hardcopy response mailed to customer on 1/9/13.

January 9, 2013

******** ** ******
 
 
RE: Better Business Bureau Inquiry

Dear *** ******:

I am writing in response to your inquiry forwarded to our office from the Better Business Bureau.
At Charter One, we consistently strive for the highest standard in serving our customers’ needs, from providing accurate information to the prompt resolution of problems.  Thank you for taking the time to write to us and for providing us with an opportunity to respond.
 
Please understand overdraft charges are processed to the account on the following business day. Additionally, once an account becomes overdrawn, to deposit funds the following day will not prevent the fees from being charged.
 
Please be aware, on December 26, 2012 your beginning account balance totaled $3.52; however, there were three transactions totaling $23.01 that were deducted from that balance which caused your account to become overdrawn.  On December 27, 2012, your account was assessed two overdraft fees totaling $74.00.  Please know that overdraft fees are charged per item and are not specific to the dollar amount of the item presented for payment.   
 
In your letter you referenced you had an alert set up.  After further research, our records indicate that there is no online banking alert set up for a balance threshold.  The only alert that is set up through your online banking is:
·         Overdraft/Insufficient Available Funds-this alert notifies you when an Overdraft/Insufficient Available Funds notice has been issued and is available for viewing online.
 
You can set a balance threshold alert at the very minimum, which is $0.01.  This alert will notify that the account has fallen below the $0.01 mark, which means it will become overdrawn and overdraft fees may get assessed.   You can set up the alert yourself online, stepping into a branch, or by calling our Online Banking Department at **************.
 
Additionally, the Bank offers two types of overdraft protection for your checking account.  You can link your checking account to a liquid savings account, so the funds are automatically drawn from your savings account to cover any items that are paid in your checking account.  We also offer an Overdraft Line of Credit.  The Overdraft Line of Credit will automatically transfer funds from a line of credit to your checking account (up to your available credit line) when you write a check or make a withdrawal for more than your checking account balance.  The exact amount you need is transferred into your checking account to cover checks or withdrawals.  If you are interested in applying for an Overdraft Protection Account please call our Contact Center at ************ or visit your local branch.
 
While Charter One believes account holders are responsible for maintaining an accurate account ledger to prevent overdraft occurrences, we understand that from time to time an oversight may occur that causes an account to become overdrawn.  It is for this reason we have provided your account with a rebate of $74.00.
 
We appreciate the time you took to express your thoughts and for providing us the opportunity to respond.  If you have any further questions or concerns, please contact me at ************.
 
Sincerely,
 
 
*** ****** ****** ** *** ******** ********* ******** *******e 
 
Enclosure
 
CC:  Better Business Bureau Case Number *******

Consumer Response:

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 # *******.

[If you are rejecting the business's response please enter your rejection comments here.] i was wanting a better response like you have being a customer for over 15 years so i will give you back your money this one time out of you being a value customer. I feel like i got a run around . all i heard was why i can'nt give you back your money i mean to charge 37.00 dollars for a 1.37 is out of this world i'll just find another Bank thats not out for stealing for their customer. thats for all your help BBB also i would like to say if the are so right in what they are doing to me why did i get papers in the mail to join a class action law suit against them for this very thing they are being suited i will join the class action suit againt them for unfair fees chargeing some one 37.00 dollars for only 1.37 i'm a stay at home mom i don't have that king of money to give away. they could care less about the customer ask them about the law suit against them for doing this very thing. to think we bailed them out where my bail out i'm will be finding me another bank.

Regards,

******** ******

 

 

Business Response:

Please note: Hardcopy response mailed to customer on 1/22/13.

January 22, 2013
 
******** ** ******
 
 
RE: Better Business Bureau Inquiry

Dear *** ******:

I am writing in response to your inquiry forwarded to our office from the Better Business Bureau.
Our primary goal is to satisfy the financial needs of our customers and provide them with the best possible service.
I am disheartened to hear that you were dissatisfied with my previous response. 
Please know that we do appreciate your loyalty.  Let me assure you that we have taken your concerns very seriously, as feedback such as yours provides us with the opportunity to re-examine our procedures, make changes where necessary and continually strive for increased customer satisfaction.
 
Per my previous response dated January 9, 2013, I advised you that we credited your account the fees that were associated with the transactions that overdrew your account.  I apologize if you feel you were given the run around and please understand that was not our intention. 
 
Please keep in mind that overdraft fees are assessed to your account once it becomes overdrawn and it doesn’t matter how much the transaction was that overdrew it.  Only account holders know what checks have been written and deductions have been authorized against their accounts.  The best way to prevent overdrafts is to maintain an up-to-date check register, sign up for free email or text balance alerts through on-line banking or consider alternative protection tools such as Overdraft Protection.                              
 
If you have any further questions or concerns, please contact me at *************
Sincerely,
 
 
*** ****** ****** ** *** ********
 
CC:  Better Business Bureau Case Number *******
 

BBB's Final Determination: Consumer accepted resolution offered by the business.

X

Additional Notes

Complaint: A loan was fraudulently obtained in my name. Apparently this was done using my social security number and other personal information. This loan was obtained without my knowledge and without my permission. The loan was taken out with RBS Citizens Bank and is apparently being serviced by Firstmark Services. I first learned of this loan when I received a letter from RBS Citizens / Firstmark Services on December 3, 2012, informing me of a loan taken out in my name. I did not recognize this loan and immediately called First Mark Services to report it as fraudulent. On December 4, 2012, I reported the loan as fraudulent to RBS Citizens. I reported this fraudulently obtained loan to local law enforcement on December 4, 2012. I made the report to the Plymouth County Sheriff’s Office (incident number ***********). See a copy of the report as a one-page document attached to this form. While I was at the Sheriff’s Office, another older couple came in with a similar letter from RBS Citizens / Firstmark Services to also report a loan that was obtained in their name without their permission. On December 8, 2012, I mailed to RBS Citizens an “Identity Theft Victim’s Complaint and Affidavit,” informing the bank that the loan was fraudulently obtained without my permission. I also sent a copy of the police report along with the affidavit. Subsequently, I have followed up with phone calls to a contact at RBS Citizens, and my phone calls and my attorney’s phone calls have not been returned. I have not been informed if the loan has been cleared from my name. I have received no documentation informing me of my release from financial liability. Furthermore, I have continued to be contacted by creditors associated with this loan. On December 12, 2012, I received a letter from NOC Financial Systems, INC., informing that my account with RBS Citizens N.A. has been placed in collections, with a payment of $220.82 that is immediately due. There are several aspects of this fraudulent transaction that concern me, and that I believe need to be brought to the attention of the BBB. First, that this loan, which I understand was applied for over the internet, was so easily obtained with my name and personal information without any oversight by RBS Bank. One look at my credit report and history would raise suspicion that a ** year old woman would be taking out a personal loan in the amount of almost $3,000 at an 11.99% rate. Second, I am concerned that I was taken advantage of because of my age. As an older Iowan without regular internet connection or access to my credit report, I believe I was targeted on the basis of my demographics and potential misunderstanding and confusion regarding this loan. Finally, I am very concerned that my efforts to date have failed to resolve this issue. I have spent sufficient time, money, and the resources of an attorney to resolve this problem heretofore without resolution. I believe that I am not the only Iowan in this predicament, and I believe the circumstances warrant further investigation by the BBB. Thank you for your time and attention.

Desired Settlement: I am seeking elimination of the fraudulently obtained loan from my credit report; I am also pursuing civil and criminal action against the perpetrators of this fraudulently obtained loan. To the extent that RBS and Firstmark have continued to communicate with me after I have reported this as a fraudulent loan, I may seek civil remedies against these corporations as well.

Business Response: Please note: Hardcopy response mailed to customer on 1/7/13.

January 7, 2013
 
****** *********
RE: Loan Account *******

Dear Ms. *********:
Thank you for your recent letter regarding the above referenced loan, which had been forwarded to our office by the Better Business Bureau (“BBB”) on your behalf for review and response.

In your letter, we understand that you had expressed concern with a loan that had been opened in your name, which you stated was not authorized or requested by you.  Please know that we have taken your concerns very seriously, and sincerely regret any inconvenience that you may have endured.

A review of this matter confirms that an education loan that was financed by RBS Citizens, N.A., and serviced by FirstMark Services, had been opened in your name.

Upon receiving your dispute and reviewing your claim, the above referenced loan was determined to be fraudulent. Additionally, a letter was sent to you on December 20, 2012 to advise you of this outcome. For ease of reference, I have enclosed a copy of this letter for your records.

With that said, we are currently working with Equifax to remove any credit bureau reporting associated with this loan, and you will receive an additional letter of confirmation once it has been officially removed.

I hope that this letter has helped to ease any concern that you may have had regarding this issue, and appreciate the time that you have taken to bring this matter to our attention.  Should you have any additional inquiries regarding any portion of this letter, please contact me at ************.

Respectfully,  
****** ******  
Office of the Chairman
 
CC:  Better Business Bureau Case Number: *******
Enclosure   

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: I was told I would be refunded $74.00 in overdraft fees. I was told that the funds would be available on either November 27, or 28th at the latest. I wrote a check that ended up overdrafting my account because the funds I was told would be there wasen't. It took two more calls to get the original refund. They refused to refund the second overdraft fee even though I was misinformed.

Desired Settlement: I would like to be refunded the overdraft fee that came from their misinformation. $37.00

Business Response: To Whom It May Concern,
A response letter was mailed to our customer on December 5, 2012.

Due to an inadvertent processing error, our response was not electronically submitted to the BBB.

Please accept our apologies,
RBS Citizens, N.A.

December 5, 2012
 
Mr. **** * *****
** ****** Avenue
*******, NY **********
RE:   Checking Account Number **********
 
Dear Mr. *****:
The Better Business Bureau (“BBB”) has forwarded your letter dated November 29, 2012, to us for review and response.   Here at Citizens Bank, we appreciate your feedback and the opportunity to address your concerns.  We regret to hear that you feel you were provided misinformation; however, please find the details of my research into this matter below to help prevent any similar future occurrences.
 
It is important for you to understand that funds from checks deposited into your accounts are not immediately available for use.  Generally speaking, funds from your check deposits will be available on the business day after we consider your deposit as received.  Enclosed for your review is a copy of our Funds Availability Disclosure similar to the copy you would have received upon account opening, which explains this in greater detail.
 
An example of how Funds Availability will impact your account can be seen on the enclosed Notice of Overdraft/Insufficient Available Funds correspondence dated November 27, 2012 that you would have received.  Although your deposit of $25.00 was received, that deposit would not be available for use until November 28, 2012 as the check within the deposit was an off-us or not drawn on Citizens Bank. 
 
On November 27, 2012, your account had a balance of $8.81 available to accommodate transactions presented for payment on that date.  Unfortunately, the items paid from your account exceeded the available balance causing the applicable insufficient funds fees to be assessed.
 
Research confirms that even if the deposit of $25.00 were made available to you that same day, it would not have prevented the overdraft as a check which processed in the amount of $50.00 would have still exceeded the balance. 
 
Our records confirm that a courtesy fee rebate in the amount of $74.00 was provided to you on November 29, 2012.  Although it is our general policy to only rebate fees when they are the direct result of a bank error, we have applied a final courtesy rebate of $74.00 to your account.
 
We appreciate the time you took to express your thoughts and for providing us with the opportunity to respond.  Should you have any further questions or concerns, please contact me at ************.
 
Sincerely,
***** *********
Office of the Chairman
Executive Service Advocate
 
CC:  BBB Case# *******
Enclosures

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: I was at the Citizens drive-through window in CT. I was withdrawing some money. I asked the teller if I was okay to withdraw because I knew I had made some recent purchases. She said yes. I again asked her to confirm because I know that Citizens is a little behind on a moment-to-moment basis (their information states that it may not be accurate due to opening and closing times, also weekends). She assured me it was ok. I then also cashed my work check. It turns out the teller was not supposed to say 'yes' to me withdrawing. If I'd have known that my balance was negative, I would have deposited my check. I did state this to the teller before we went through with these transactions. Later, I noticed that I was overdrawn and I had many fees because of it. I went to see one of the bankers. She stated that I had to pay the fees and I should have kept a better eye on my account. My side is that I don't think I should have to pay the fees because I feel I did what I was supposed to. The banker also stated that yes, the teller should have given me a different reply but, in the end, it was my own responsibility. I tried to change my account from Citizens to elsewhere and found that Citizens did something so that I was 'blacklisted' at other banks so I ended up having to stay with Citizens. I am very angry about what Citizens did and do NOT want to bank with them. I feel humiliated and damaged because of the teller's actions and the banker's response. When I had asked to speak to the banker's manager, I was told that she was the highest authority I could speak with. This happened a while ago. I just recently was upset by being told one thing and something else is occurring with my boyfriend's CD there. I am now complaining because we want to move our banking! I keep receiving letters to pay the amount. I will not. This is now also on my credit report! In addition: the purchase and complaint dates are probably incorrect. I don't remember the exact dates, but I could not continue w/the complaint unless I put something down. The more recent CD issue was 12/2012.

Desired Settlement: I would like the amounts adjusted. I would like my name to not be 'blacklisted' with a letter explaining what happened so I can show this to the bank I will be switching to. I would like this taken off of my credit reports (all 3 agencies) with an explanation so I may show the letter when needed for credit purposes, in case there is any question. I would like any letters and/or calls to cease. I would like to be able to leave Citizens, also because of the recent misleading information without any more fees incurred and with the CD fees reimbursed. A clean break for everyone, situation adjusted, everyone returning to their business. In addition: I don't know what the monetary amount would be, after all the penalties, etc. The CD amount would be around $120. I don't know what the amounts would be to close everything out, boyfriend and myself, that I would like waived. After all this aggravation, I'm not sure what the amounts should be!

Business Response: Please note: Hardcopy response mailed to customer on 1/4/12.

January 4, 2013
 
***** ** ******
RE: Checking Account Number **********
 
Dear Ms. ******
I am writing in response to your inquiry forwarded to our office from the Better Business Bureau on January 2, 2013.
 
At Citizens Bank, we consistently strive for the highest standard in serving our customers’ needs.  Toward that end, we also make every effort to meet or exceed our customers’ expectations in providing a timely resolution to their concerns.
 
Our records confirm that the above referenced account was overdrawn on October 17, 2007 and October 18, 2007, due to items for more than the account’s available balance were presented for payment, resulting in applicable overdraft fees.  As the account continued to assess service charges and a deposit was not made to reflect a positive balance, the account was charged off, as a bank loss, on December 7, 2007, in the amount of $323.97.
 
For your reference I have enclosed copies of the Statements from October 2007 through December 2007.
 
While the account was reported to Chexsystems, we respectfully decline your request to have it removed; as it was not determined that fraud nor a bank error had occurred.  The account is currently assigned to the collection agency Convergent.  You may contact them at 866-291-6364 to discuss payment arrangements.
 
In regards to your concern of a Certificate of Deposit (CD), I was not able to locate a CD under your profile.   At this time, your relationship consists of a Savings Account ending in ****, which has a balance of $0.64.  Should you have any future questions or concerns, please contact me at ************.
 
Sincerely,    
***** *****
Office of the Chairman, Executive Services Advocate
 
CC:  Better Business Bureau
        Case Number:  *******
Enclosures

Consumer Response:

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.

Citizens' is not offering anything in the way of what I am asking for, plus I believe I already stated that the CD account is not in my name.  This is leading me to believe that the complaint may not have been read thoroughly by Citizens' and/or not taken seriously.  I would still like the amounts refunded, no more action on the part of the collection agency, and my name removed from anything that is not allowing me to leave Citizens' bank.  Thank you.

Business Response: Please note: Hardcopy response mailed to customer on 1/8/13.

January 8, 2013
 
***** ** ******
RE:  Checking Account Number **********

Dear Ms. ******:
I am writing in response to your Better Business Bureau rebuttal received on January 7, 2012, regarding the above referenced customer.

This matter was reviewed again, per your request, and the Bank’s position on this matter has remained unchanged.  I have enclosed a copy of my previous correspondence which stated we were unable to detect that neither fraud nor a bank error had occurred.  If you have any further questions or concerns, please contact me at ************.

Sincerely,   
***** *****
Office of the Chairman, Executive Services Advocate
Enclosure
 
CC:  Better Business Bureau
         Case Number:  *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: I purchased my automobile in August 2012 and was financed via the dealer with RBS Citizens. My first due date was to be on Sept 20th, and when that rolled around and I hadn't received anything I called Citizens, they had no record of my loan ever existing. Per citizens, there was something that was listed incorrectly on the documents that my dealer had sent them, so the dealer resent everything back to them and took my first payment. October 20th rolls around and I still have yet to receive any thing from RBS Citizens. I call on or around that date, still no record of my loan information and no one would help me resolve my issues via their customer service. Dealer goes rounds with them and finally, they have me located in their systems. I also make a payment via RBS Citizens direct this time and request a recurring payment authorization form. I receive in the mail a week or two later statements in regards to late payments and statements dated previous to Oct 20 all of my contact with RBS Citizens when they informed me they didn't have my loan information, also, no recurring payment authorization form. I am not sure how they could fabricate the notices sent to me, and to also send me late payment information when I had made my payments on time. November 20th comes and somehow I managed to make 2 BC payments on the same date. Most financial institutions have a duplicate payment warning notice set up so this doesn't get processed, RBS Citizens allowed both payments on the same day. I was informed with a representative that I needed to wait until both payments post, call back, then they would be able to refund this directly back to my BC after a supervisor approves, which would take 3-5 business days. Those days pass and I call into RBS Citizens to see where the refund is in this process. They inform me that they have to wait 10 business days to make sure the payment doesn't get returned from my bank. Anyone who works in the banking industry knows that if a BC payment processes, it *will be* a good payment, or else it would be declined. Secondly, if this was an EFT payment, a conference call can be made within the first 3 business days of payment to any bank to confirm if that bank will be returning the payment, or if they will honor it. Any time after the 3 business days, a bank statement will show if it was returned or not. So to be told it would take 10 business days to make sure my payment would be valid or not, is unacceptable. Not only does it take 10 business days before they will refund anything, they would not be refunding it directly back to my bankcard, but would be mailed to me. At this point, after 3 months of dealing with RBS Citizens and the poor customer service, I decided I wanted to have the bank I have all of my other accounts and loans with refinance my vehicle, so I needed an auto loan payoff faxed to my bank. No live representative has access to this document for some reason, however, can tell me exactly what the letter would have on it. I have a representative forward me into the VRU so I can get it faxed. To my surprise, the VRU informed me there would be a "small fee". No representative told me about any fee that would be charged after I told them I would be faxing this to my new bank. Since the VRU would not forward me back to a CSR, I had to hang up and dial back to ask how much the fee would be. It took the CSR several minutes to locate how much the fee would be, which would be $25, not small by any means for a simple fax that most companies do for free. I had the document mailed to me at no charge, however, with how busy life is, I was unable to get this to my bank within the desired 10 day payoff time period. In the end I had the information faxed to my bank for the auto loan pay off information so I would no longer have to deal with RBS Citizens. In just three short months, I have more issues with RBS Citizens and customer service than I have with any other company in my life. This is not how customer service should ever work.

Desired Settlement: I wish to have the $25 fee for the auto loan payoff document to be faxed to my bank for all of the issues I have had with RBS Citizens within the three month period I was with them.

Business Response: Please note: Hardcopy response mailed to customer on 12/31/12.

December 31, 2012
 
****** ****** 
RE: Automobile Account Ending In ****
 
Dear Ms. ******:
I am writing in response to your letter dated December 20, 2012, addressed to the Better Business Bureau, regarding the above referenced account.
 
We strive to give exceptional service, and I am sorry to hear that you did not have that experience with us in this instance. I assure you that we do care about our customers and are consistently exploring ways to improve our customers’ experience. It is only through valuable feedback such as yours that we are able to determine if we are providing the services our customers expect and deserve; I sincerely apologize for any inconvenience you experienced.
 
Our records indicate that your loan was approved on August 16, 2012.  The loan package that we received from the dealer had to be retuned because it was incomplete.  We did not receive the package back from the dealership until September 25, 2012.  As you are aware, your first payment would have been due on September 20, 2012; we requested that the dealership make the first payment on the loan but we did not receive a response.
 
On October 11, 2012, we returned the loan package again as we had not received a response from the dealer.  On October 12, 2012, we received the first payment check and on October 17, 2012, we received the completed loan package and applied the first payment check provided by the dealership and funded the loan.  Additionally, we backdated the first payment to September 20, 2012, and waived the $25.00 payoff facsimile fee.
 
I hope this information clarifies your concerns.  Thank you for taking the time to express your thoughts and for providing us with the opportunity to respond.  If you have any further questions or concerns, please contact me at ************.
 
Sincerely,
**** ********
Office of the Chairman
 
CC: Better Business Bureau Case # *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: COMPLAINT REGARDING CLIENT INFORMATION WITHHELD, and RUDE BEHAVIOR, AND UNREASONABLE COLLECTION ACTIONS I've been a user of RBS Citizens services for more than four years, and up until now have always regarded them as an excellent organization. However, they have treated me as a client in a extremely unfair manner and causing me far more financial hardship than I have paid for. 1. I was told my vehicle was at one location when I paid to have my vehicle released from repossession, and made a 60 mile round trip only to find the vehicle was at another location which will require a 468-mile round trip to retrieve it. The customer service representative failed to inform me that the vehicle had been moved, and to where it had been relocated. 2. I requested copies of the release forms, so that when I traveled to redeem my vehicle, no one could say "well, we don't have any paperwork on that." The RBS Citizens agent refused to provide me copies of the paperwork. 3. After I made the useless trip to redeem my car, only to find it was hundreds of miles away, I called the RBS Citizens customer service agent to ask where it had been moved to. She refused to give me the address. She would only give me a company name and phone number. I called that number and was told the business was closed (at 2 pm today on Friday, Dec. 14) and that there was no one to speak to, and that I couldnt pick up my car. 3. I called back RBS Citizens to complain that my car had been taken an astonishingly unreasonable 468 mile round trip away, and that I wanted it returned to the place she had told me it was, and she said over top of me while I was speaking, "Thank you for calling RBS Citizens, have a nice day." and hung up on me. This behavior and company policy of RBS Citizens is strange since, by any reasonable measure or criteria - in any market or industry - it costs far more to gain new customers than to retain existing customers. Neglecting, constraining or failing to optimize customer services capabilities is waste of great opportunities. How has this affected me? I am a 53-year-old business woman, a professional, and I am angry and disappointed in RBS Citizens. I used to own a newspaper, and am 38 years in the communications business. This experience makes me feel I never, ever want myself, my family, or any of my friends or associates to do business with RBS Citizens again, - just in case, God forbid, any of them run upon hard times in the future. I have shared my RBS Citizens experience with them today and they are all just flabbergasted.

Desired Settlement: This is how I would like RBS Citizens to rectify this situation and keep a customer. If they truly "record all phone conversations" you will find that all statements are true: - First and foremost: Return my vehicle BACK to Richmond, Virginia, where your customer service rep told me it was. At your expense. The RBS Citizens service rep deliberately withheld from me that it been taken a 468-mile round trip away to Harrisonburg, Va. The only way I found out, after I paid you and was told I could go pick up my car today, was when I arrived this afternoon to find it was gone from Global Towing in Richmond, Virginia, where, on Dec. 5, RBS Ctizens had told me it was. I have a record of the call I made to Global Towing in Richmond on Dec. 5 to confirm it's location. At no time was I EVER informed it had been moved elsewhere. Check your phone recordings.Why didnt RBS Citizens tell me today, when I paid, before I made a friend drive me the 60 mile round trip today for nothing? Is this some kind of cruel joke to them? I then had to call RBS Citizens again from there, and ask where my Tahoe was. Only THEN did the customer service agent tell me it was moved. - I want the paperwork that was refused to me by the RBS Citizens customer service agent to be faxed to me on MONDAY AM, Dec. 17, 2012, to 1-888-262-0494, which states my vehicle is free to be released to me. What if I went to redeem my vehicle, hundreds of miles away from my home, only to be told "we don't have the paperwork on that."? What kind of company policy precludes providing a customer with a receipt to pick up their merchandise? - I want a written apology for the customer service agent's refusal today, after found out my vehicle was NOT where RBS Citizens had told me it was, to give me the address where my vehicle really WAS located and an explanation as to why. Were they afraid I wouldnt pay if I knew it was an expensive, two-car, 468-mile round trip away? - I want a written apology for being hung up on by Lisa, the customer service representative, when I called today to complain why my vehicle was taken an unreasonable distance away for me to retrieve. There is NEVER an excuse for rudeness to a customer.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

X

Additional Notes

Complaint: I desperately need your help concerning the unorthodox short sale of my condo. I have had a buyer since August, but second mortgage company, CCO Mortgage is unjustly delaying the process without good cause. I have myself, my real estate agent and my lawyer involved and we cannot get answers and are being treated unfairly. This has gone on for 5 months. I can provide more detail if needed. I am in jeopardy of foreclosure if this is not resolved asap. I need someone to advocate for me. Please, please call me asap. Thank you!

Business Response: Please note: Hardcopy response mailed to customer on 12/28/12.

December 28, 2012
 
******* *******
RE: Mortgage account ending in ****
 
Dear Ms. *******:
I am writing in response to your letter to the Better Business Bureau, which we received in our office on December 19, 2012, regarding the above referenced account.  At RBS Citizens N.A, our primary goal is to satisfy the financial needs of our customers and provide them with the best possible service.
 
In your letter you addressed concerns regarding the status of your short sale.  Our records confirm that the decisioner received the required information on November 30, 2012, and it is currently being worked on for you.  You will be notified under separate cover of the final decision, as the process can take several weeks once the file is received.  I regret any inconvenience or frustration that you surely experienced as a result of this matter.
 
Please let me assure you that your concerns have been taken seriously.  Feedback such as yours provides us with the opportunity to enhance our procedures, and continually strive for increased customer satisfaction.
 
I hope that this letter has helped in easing your concerns regarding this matter.  We appreciate the time you took to express your thoughts and for providing us with the opportunity to respond.  If you have any further questions or concerns, please contact me at 401-464-3785.
 
Sincerely,
**** *****
Office of the Chairman
 
CC: Better Business Bureau (BBB)
       BBB Case #: *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: Dear BBB , 
Recently I receved an account statement from RBS Citizens for a loan payment plan that is not mine . Upon calling them , I was told this could be an identity theft problem . My bank suggested I contact you and let you know what happend. When I talked to RBS Citizens , they said they would send out a packet for me to fill out and send back within 15 dyas , but before 15 days were up . I also contacted our police department snd made them aware . I am not sure if there is anything else I need to do . I will show the police the packet when I get it. The payment was to be sent to First Mark Services , PO Box 2977 , Omaha , Nebr. 68103-2977

My name: ***** *** ****
**** ****** Road 

Another address on the statement was : First Mark Services PO Box 82522 Lincoln , NE 68501-2522

This was a correspondance address Phone 855-376-3156-  When the police tried to call this number they could not get an answer.  However I got through right away!  Thanks ! 

Desired Settlement: Unspecified

Business Response: Please note: Hardcopy response mailed to customer on 12/27/12.

December 27, 2012
 
***** *******
RE: RBS Citizens Payment Plan Loan
       Possible Identity Theft
 
Dear Ms.*******:
I am writing in response to you letter to the Better Business Bureau, which we received in our office on November 27, 2012, regarding the above referenced issue.  At Citizens Bank we consistently strive for the highest standard in serving our customers’ needs, from providing accurate information to the prompt resolution of problems.
 
We are aware that a loan was obtained using your personal information.  As you know, we mailed you a packet which we have received back from you, and we have researched this incident.  The investigation is complete and we are in the process of charging off the loan and requesting removal of the credit bureau inquiry.  You will receive confirmation of this under separate cover.
 
I hope that this letter has helped in easing your concerns regarding this matter.  Please be assured that Citizens Bank takes these situations seriously and we have worked diligently to resolve this matter.  Should you have any additional questions, please contact us at 855-764-6395.  If you have any further questions or concerns, please contact me at ************.
 
Sincerely,
**** *****
Office of the Chairman
Executive Service Advocate
 
CC: Better Business Bureau (BBB)
       BBB Case #: *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: I had a vehicle loan with Citizens Bank, which was paid off in 2011. I never received my title in the mail. I subsequently contacted Citizens bank to ask that they send it. They said they had. (which I highly doubt, since I have never had an issue receiving ANY title after a lien was paid. Citizens told me that I would have to contact www.mytitlesupport.com to resolve my issue. This is a 3rd party website that handles requests for duplicate titles (for a fee!!!) Imagine that?!?!? I said I would get the title myself. I just needed them to send me a lien satisfaction letter that I could take to the registry. Citizen's told me that I have to go through that website to get that letter as well, and that Citizens does not do that any longer. Here is where it gets worse. When I get on the website, I'm told that it will cost me $23 to get a duplicate lien satisfaction letter, the same letter that Citizens says they sent me but I never received. To prevent anymore headache with this, I just decided to pay the $23 bucks for the letter, and then another $25 to get apply for a duplicate title with the registry. When I went to finish up and pay, the price went from $23 to $35!!!!! I believe that there is something fishy about this, and I would like you to look into exactly how many titles this outfit has been paid to reproduce. My feeling is that they are purposely NOT sent out so that the customer will have to pay this site to get a copy. I should NOT have to pay someone to get a letter that should come from the lender. The bank refused to give me any letter, even though they confirmed the loan WAS satisfied. It just sounds like a scam.

Desired Settlement: (Worst case) I want Citizens to provide me with the lean satisfaction letter I requested. Best Case ( I want Citizens to provide me with the missing title I never got. I should not have to pay for this. I paid for it once already when it was issued

Business Response: Please note: Hardcopy response mailed to customer on 12/21/12.

December 21, 2012
 
Mr. ******* ****
RE:  Automobile Title
 
Dear Mr. ****:
The Better Business Bureau has forwarded your inquiry, regarding the above referenced issue, to us for review and response.  Please know that I attempted to contact you by telephone ************ and was unsuccessful in reaching you.  Citizens Bank strives to provide its customers with a positive banking experience, and when necessary, prompt resolution to their concerns.
 
You have expressed your dissatisfaction with the fact that you had not received the title for the vehicle you had previously financed with Citizens.  It is my understanding that you are also dissatisfied with the fees being incurred to obtain your title. 
Please understand that Citizens Bank utilizes a vendor, FDI Collateral Management, to maintain and house all paper titles.  As our vendor, they in turn impose a fee to customers to obtain their paper titles. 
 
While the fee that was imposed was not charged by Citizens Bank, it is our intention to rectify this matter for you.  As such, I have applied a credit in the amount of $35.00 to your checking account ending in **** to reimburse you for the fee incurred.  It is my hope that this resolution and correspondence satisfactorily resolve this matter for you.  If you have further questions or concerns, please contact me at ************.
 
Sincerely,
**** *****
Office of the Chairman
 
CC:  Better Business Bureau; Case ID *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: I have had an account with Citizens Bank since 2007. In July of 2012, I wrote them a letter asking them to close my accounts and to send me the remainder of the balance in those accounts. The accounts were still open several weeks later so I called to verify that I was following the correct procedure. The bank told me that I was following the correct procedure. I wrote another letter to no avail. I called again at the beginning of November and told the bank representative that I had moved the funds out of my account since they would not. She then told me that because there was a zero balance that the accounts would automatically close in 7 days. It is now the beginning of December and there is a service charge on the account which I will have to pay because of low funds.

Desired Settlement: Over the last several months I've been receiving $9.99 service charges because this account has not been active. At the very least, I want them to close the account and not make me pay them for the last service charge. Ideally, I'd like the last several months of service charges back. In short, I just want this to end. I never thought closing an account would have been so hard.

Business Response: Please note:  Hardcopy response mailed to customer on 12/17/12.

December 17, 2012

****** **** *****
RE: Better Business Bureau Inquiry
      Checking Account **********
      Overdraft Line of Credit Account **********

Dear Mr. *****:
Thank you for letter regarding your above referenced account that had been forwarded to our office from the Better Business Bureau for review and response.

In your inquiry, you had expressed concern with the status of your account as you stated you had previously requested that the account be closed. Additionally, you had advised that since the account was kept open, you had been assessed monthly maintenance fees which you requested be rebated to your account.  A review of your checking account confirmed that the $9.99 monthly maintenance fees had previously been credited to your account on December 6, 2012; which brought the account to a zero balance.  At your request, your checking account and its associated Overdraft Line of Credit have been closed at a zero balance on December 11, 2012.

Please accept this letter as confirmation that you accounts have been closed as you requested with no further balance owed.  I hope that this letter has helped to ease your concerns regarding this matter and appreciate the time that you have taken to bring this issue to my attention.  Should you have any further inquiries regarding any portion of this letter, please contact me at ************.

Respectfully,  
****** ******
Office of the Chairman
Executive Services Advocate 
 
CC:  Better Business Bureau Case Number: *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: I had a checking and savings account with Charter one bank for years, I know longer had direct deposit or any direct payments on said acccount. I went into my local branch to close my checking and savings account. The customer service personal looked up my accounts with Charter one, withdrew all monies from both accounts and closed them. One month later I received a letter notifying me about my overdrawn account. I talked to customer service on 11/8/2012, they told me that 1 penny was left in my account and when their fee'*Word Rejected*it overdrafted my account. Customer service said she would take care of it and my account would be zero. I received a second letter from Charter one stated that I still owed them money. Once again I call Charter one, this time my local branch and on 11/29/2012 was told it would be taken care of. On 12/8/2012 I received another letter with more fee's added on and Charter one threating my credit. I called customer service again...told it would be taken care of, my account was back to zero and my credit would not be affected. All I did was try to close my accounts with Charter one bank, THEY made a mistake buy leaving $0.01 in my account and are trying to charge me $19.97 as of 12/08/2012 and threating to report me to a consumer reporting agency! I have tried to clear this up three different times, every time I'm told it is taken care of but one month later I will get a threating letter from Charter one bank!

Desired Settlement: I want my accounts with Charter one bank closed for good, I DO NOT owe them any monies (if anything they owe me a penny). I also want the BBB to be aware of Charter one banks' way of conducting business.

Business Response: December 11, 2012
 
Ms. ********* * *******
**** ********* Drive
*********, OH **********
 
RE:   Checking Account Number **********
 
Dear Ms. *******:
 
We are in receipt of a letter, forwarded to us on December 10, 2012, from the Better Business Bureau (BBB), regarding the above referenced account, for review and response.
 
Charter One makes every effort to offer products and services that best meet the financial needs of our customers. Toward that end, we strive to provide a positive experience whenever an issue of concern is brought to our attention. I was saddened to hear that this was not your experience.
 
A review of your account records shows that a withdrawal from the noted account was initiated on September 17, 2012 for $1.81.  In addition, a transfer of $10.00 was processed into the account, perhaps in anticipation of the Monthly Maintenance Fee, this same day.  On the next day, September 18, 2012, your statement was processed and given the account still had a positive balance and considered to be open, the Monthly Maintenance Fee of $9.99 was assessed.  An $.01 balance still remained. The fee was again charged to the open account on October 16, 2012 and November 16, 2012, as well.
 
Please let me advise you, rebates in the amount of $9.99 and $9.98 were credited to the account on December 10, 2012. This action brought the account to a zero balance and has been closed.
 
Charter One regrets any inconvenience or frustration this issue may have caused.  We appreciate the time you took to express your thoughts and for providing us with the opportunity to respond.  Your comments will be used to enhance the practices and procedures that we currently have in place. Going forward, Charter One would welcome the opportunity to serve you again.  If you have any further questions or concerns, please contact me at (***)********.
 
Sincerely,
***** *****
Office of the Chairman
 
CC: Better Business Bureau Case Number #*******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: On or about November 12, 2012 I applied for a home equity line of credit and was told by ******* ***** that the interest would be 3.25 percent. She took my information and said that I was approved and and to come bank on November 17 at 11:00 A.M. to sign the papers. She called me on the 17th and said it would take another week. Later in the week I received a call from headquarters and the man said I was approved and the when I asked about the interest he told me it would be 5.9 percent.

Desired Settlement: I believe they pulled a bait and switch. They should stick to the promise of 3.25 percent. I provided proof on what I have in savings.

Business Response: ******** *** ****     ****** ******* ***** ******** ******* ***** *********** ** **********   RE:  Home Equity Line of Credit Application         Interest Concerns   Dear Mr. *******:   I am writing in response to your letter to The Better Business Bureau, which we received in our office on November 30, 2012, regarding the above referenced issue.   At RBS Citizens N.A, our primary goal is to satisfy the financial needs of our customers and provide them with the best possible service.   In your letter you addressed concerns regarding the interest rate of the Home Equity Line of Credit which you recently applied for.  Our records confirm that the rate never changed during the application process, and was always at 5.99%; however, the Prime Rate is currently at 3.25%.  I sincerely regret any confusion or frustration this matter surely has caused you.   The rate used to calculate a customer’s home equity line of credit is the Prime Rate published in the Wall Street Journal on the last business day of the previous month.  There are other factors such as FICO Score, Loan Amount, Term, and Loan to Value (LTV), Lien position, Circle Gold Relationship with auto debit, and the draw (how much you take at closing) that go into calculating the rate.   Please let me assure you that your concerns have been taken seriously.  Feedback such as yours provides us with the opportunity to re-examine our procedures, make changes where necessary and continually strive for increased customer satisfaction.   I hope that this letter has helped in easing your concerns regarding this matter.  We appreciate the time you took to express your thoughts and for providing us with the opportunity to respond.  If you have any further questions or concerns, please contact me at ###-###-####.   Sincerely,   **** ***** ****** ** *** ******** ********* ******* ********   *** ****** ******** ****** *****        *** **** ** *******  

Consumer Response: 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 # *******. When I made the application for the line of credit I was told the interest was going to be 3.25 %.  Nothing was said about the prime rate.  If they had told me the interest rate was going to be 5.99% I would not have wasted my time applying for the loan.   When their main office called to say I was accepted, they told me the interest was 5.90% not 5.99%.   At this point it makes no difference, I've made other arrangements.   Regards, *** *******    

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

X

Additional Notes

Complaint: Citizen's Bank has recently imposed a monthly service fee of $9.99 if certain terms are not met. These terms were explained to me as a minimum balance of $1500, or 5 transactions within the statement period, including bill pay, debits, withdrawals and card purchases. The first month they imposed this fee on my account, I had made sufficient transactions, but the statement period they chose was not a full month. I asked for the fee to be waived, and they complied. This past statement period ended and I was charged again. They placed a transaction on hold for unknown reasons, so it was not posted, and therefore I did not meet the minimum. They will not waive any additional service charges on my account. My issue is that how am I to ensure I meet the minimum number of transactions within a statement period if I do not know when the statement period will end, I cannot be sure how many days will be in the statement period, and if they put unknown holds on my transactions and not allowing them to post on time? I am not able to determine the date on which my next statement period will close, the website only provides me the last statement date, and since they do not process the statement end date on a standard amount of days, there is no way for me to know what my deadline is for posting enough transactions.

Desired Settlement: I would like to see a FREE account option, so I do not have to worry about meeting these terms each month, or a change in the terms to set a standard statement period (standard number of days in the period each month, or the period to start and end on the same number day each month), allow me to view the end date each month, and transactions to post in a reasonable amount of time.

Business Response: ****** ***** ******** ******** ****** ** ******** ** ******** *** ***** ********* ********** *** ****** ******** ****** ******* ******** ******* ********** **** *** ***********

Thank you for your letter regarding the above referenced checking account that was forwarded to our office by the Better Business Bureau “BBB” for review and response.
In your letter, you expressed concern with monthly maintenance fees that had been assessed to your Green Checking account.
As of April 23, 2012, the amount of the monthly maintenance associated with the Green Checking account increased from $4.99 to $9.99. This fee may prevented by either maintaining an average account balance of $1,500.00 or by completing five qualified transactions within a statement cycle. Qualifying transactions include ATM withdrawals, withdrawals and payments made in our branches, payments made using our Online Banking Service, Debit Card purchases, checks paid, and automatic electronic payments to a third party.
A review of your account shows that you had not met these qualifications in October 2012 and December 2012 to prevent the fee; consequently, the applicable monthly maintenance fees had been assessed. 
Please know that you were notified of this change in your March 2012 account statement. As you had “gone paperless” and enrolled in e-statements on July 6, 2007; your account statements have been sent to your Online Banking profile at your request each month, free of charge.
For ease of reference, I have enclosed a copy of your April 2012 which outlines the monthly maintenance fee change for your review.
I understand that you have advised that you feel it is difficult to know when your statement cycle states begin and end, which decreases your ability to complete the five qualified transactions necessary to avoid the fee.
Please know that your account is set up to receive a monthly account statement the fourth business day of each month. Therefore, your statement cycle date will always begin on the fourth business day of every month and end on the fourth business day of the following month. For example, your December 2012 statement cycle will be from December 6, 2012 until January 7, 2013.
With that said, in keeping our customers at the heart of everything we do, I have provided your account with a courtesy rebate of $9.99 on December 17, 2012. This rebate is in addition to the $9.99 monthly maintenance fee that had been provided to your account on November 5, 2012.
Regrettably, we do not currently offer a checking account that does not carry a monthly maintenance fee. Going forward, I recommend that you closely monitor your account activity to ensure that you are either meeting the minimum average account balance or completing the necessary five qualifying transactions to avoid the fee.
I hope that this letter has helped to ease any concern that you may have had regarding this matter and appreciate the time that you have taken to being this issue to my attention. 
Should you have any additional inquiries regarding any portion of this letter, please contact me at ###-###-####.
Respectfully,
 
****** ****** ****** ** *** ******** ********* ******** ******** ********** *** ****** ******** ****** **** ******* *******

Consumer Response: 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 #*******.

Regards,
********* **********

BBB's Final Determination: Consumer accepted resolution offered by the business.

X

Additional Notes

Complaint: A loan application for Home mortgage loan was placed with Charter One. Money was collected for an Application fee. Four months of phone calls and emails have failed to produce an approval or denial even though all qualifications were met. Two months of written requests desiring an answer and status of loan processing have gone unanswered. Copies of all corrospondance and requests are available dating from February 2012 - October 2012.

Desired Settlement: A refund of $425.00 be given to me for the Application fee that I paid since I never recieved an answer regarding approval or denial and was not able to use the product.

Business Response: Please note: Hardcopy response mailed to customer on 12/3/12.

December 3, 2012

******* * ******
Re: Mortgage Application
 
Dear Mr. ******:
I am writing in response to your letter we received on November 28, 2012, addressed to the Better Business Bureau, regarding the above referenced issue.  At Charter One, we strive to provide our customers with the financial products and services that best meet their needs.  Toward that end, we also make every effort to meet or exceed our customers’ expectations in providing a timely resolution to their concerns. 
 
We understand how frustrating it can be if you did not receive a timely response to your inquires regarding your mortgage application.  Please accept our sincere apology for any inconvenience you experienced as a result of this matter.  A review of our records confirms the enclosed Additional Needs Letter was sent to you dated April 11, 2012 notifying you what was required to proceed with your application.  In addition, our mortgage loan sales division states they had numerous contacts with you throughout the process while you performed needed repairs and inspections to the property. 
 
Our sales division reached out to you on November 30, 2012 and verified that you wished to withdraw your application.  A request has been submitted for a refund of the application fee.  This process should take approximately 2-3 weeks for you to receive it.  We appreciate the time you took to express your thoughts and for providing us the opportunity to respond.  Should you have any additional questions, please do not hesitate to contact me at ************.
 
Sincerely,
***** *****
Office of the Chairman
Executive Services Senior Advocate  
 
Enclosure
CC: Better Business Bureau – Case # *******

Consumer Response: 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 will consider this issue resolved, provided that RBS refunds my application fee as stated in their letter.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

X

Additional Notes

Complaint: The bank continues to lose important documents. I handle banking for my ** year mother. Citizens has lost the power of attorney 3 times and prevents me from conducting business for my mother. The signature card is clearly signed by ***** ********** POA for ***** ********** but they say now they don't see the POA. I closed 2 accounts last year because of this issue. *** ******* in Executive Services (401-464-3611) found the POA and handled the matter then. Don't understand how the problem persists. I live in NYC, I can't run to Massachusetts to do simple banking--that is why I provided a POA. This bank is incompetent and abusive to customers

Desired Settlement: The POA appropriately coded to the account and I can handle my mothers business.

Business Response: November 21, 2012
 
***** ** **********
** **** **** Street, Apt. ***
*** ****, NY *****
 
RE:  ***** **********
        Savings Account Number Ending in ****

Dear Mr. **********
I am writing in response to your inquiry forwarded to our office on November 5, 2012, from the Better Business Bureau, regarding the above referenced customer and account.  At Citizens Bank, we consistently strive for the highest standard in serving our customers’ needs.  Toward that end, we also make every effort to meet or exceed our customers’ expectations in providing a timely resolution to their concerns.  I regret any inconvenience and frustration you may have experienced due to the delayed response in resolving this matter. 

On November 20, 2012, you were added as the Power of Attorney to Ms. **********’s profile.  You currently have full access to the above referenced account.  Please remember, per the telephone conversation of November 16, 2012, you were advised that we are unable to provide customers with online access to this type of account, as it is coded Landlord Tenant.

We appreciate the time you took to express your thoughts and for providing us with the opportunity to respond.  Should you have any further questions or concerns, please contact me at ************.
 
Sincerely,   
***** *****
Office of the Chairman, Executive Service Advocate
 
CC:  Better Business Bureau
         Case Number:  *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: On Tuesday, November 20, 2012, I pulled up my online bank account records and realized that I accidentally overdrafted my bank account due to a purchase at ********s which was charged as a credit transaction on Monday November 19, 2012. This pending transaction is what caused my bank account to become negative. I opted out of any and all overdraft charges related to my checking account and debit card. Opting out means that in the event my account is overdrawn a transaction will not be paid and that I will not be charged overdraft fees. The Same Day, Tuesday, November 20, 2012, I deposited a check for $250.00 made out by my employer. On November 21, 2012 Citizens Bank charged me $22.00 in an insufficient fund charge; however, they posted this to my account on November 20, 2012; which was not listed on my online banking that date. I contacted the Citizens Bank on November 21, 2012 to inquire why I was charged this fee when I opted out of their overdraft program. I was told that the overdraft resulted in a charge of $6.44 paid on November 16, 2012; that Citizens Bank did not take from my account until November 19, 2012. This account was an instant transfer via ********** which is linked to my bank account. Since this is an instant transfer the funds are immediately withdrawn from my account. So why did it take until November 19, 2012 for this transaction to take place. My ********* receipt shows that the transaction was completed on November 16, 2012. This was not the problem here. The credit charge of $36.37 for ******** is what overdrafted my account and should not have been paid; therefore forcing me to pay in cash to this merchant. Instead Citizens Bank moved charge dates around to their benefit and charged me an overdraft charge that is in violation of the agreement that I had with them. The answer to my question was that the claim of $6.44 which supposedly overdrafted my account was not covered under their opt out program. This to me is completely false misrepresentation of what is entailed in this program. In addition I believe that Citizens Bank reconfigured the charges made on my account to their benefit so that they could charge me this fee that I personally opted out of. I believe that this is malicious intent to collect money that is not entitled to them and in addition I happen to know that their currently a class action lawsuit pending against Citizens Bank for unfair overdraft charges. I know this because my wife was recently served with papers on this matter. I am pretty happy overall with my relationship with Citizens Bank; however, when I want answers to a question and their representative says "I'm not going to argue with you about this matter" and simply dismiss my concerns, I find it a bit disheartening and not in my best interest. All I want is the $22.00 fee waived. What happened to courtesy with the customers that make your business what it is today?

Desired Settlement: All I want is the $22.00 fee refunded to my account or waived by Citizens Bank. It was a simple accident and could have easily been dealt with by not maliciously manipulating my account to their benefit.

Business Response:

Please note: Hardcopy response mailed to customer on 12/7/12.

December 7, 2012
 
 
 
Mr. *** ****** 
 
RE: Checking Account Ending In ****
 
Dear Mr. ******:
 
I am writing in response to your letter dated November 23, 2012, addressed to the Better Business Bureau, regarding the above referenced account.
 
We want to provide our customers with the best possible service, and when they feel that it has failed to meet their expectations it is important for us to know.  I am disappointed to hear about your recent overdraft occurrence and I hope this letter will help explain what prompted it.
 
In reviewing your letter, I understood that you had several concerns that you want to address; I will address these concerns in order.
 
First, you stated your concern and disagreement with overdraft fees that had been assessed to your account on November 20 and 21, 2012.  The fees were assessed for a pre-authorized ****** debit.  I have enclosed a copy of the overdraft notices that were sent to you at the time the overdraft occurred for your review.  This details your account activity on November 20 and 21, 2012 and how the fee came to be assessed.
 
To your second issue, regarding choosing to not ‘opt-in’ to the Bank’s Standard Overdraft Practices; we give our customers the opportunity to decide how they wish for us to handle overdraft occurrences in their account. Our records reflect that on October 4, 2012, you elected to not ‘opt-in’ to the banks Standard Overdraft Practice.  By selecting this option, you agreed that your ATM withdrawals and debit card purchases may be declined if paying that transaction would cause an overdraft fee to be assessed.
 
This election would not affect the payment of checks, pre-authorized repeating payments, and Automated Clearing House (ACH) or wire transfers; such items may be paid from your account even if doing so causes your account to become overdrawn.  
 
Further, you indicated that your ****** transactions were not removed from your account immediately; while your ****** account may have shown as paid, when you conduct ACH transactions with a merchant, it is up to the merchant to obtain the funds from your account.  Merchants will typically provide a date to the financial institution that the funds must be paid by; in this case the $6.44 was paid on November 19, 2012 and the $34.48 on November 20, 2012.  Please note that choosing to not opt in to the Standard Overdraft Practices does not apply to ****** transactions as they are ACH transactions, as I mentioned above.
 
To your third point regarding a deposit made into your account; in your letter you indicated that your payroll deposit should have offset the overdraft charges; this is not the case as overdraft or insufficient funds charges will post to your account on the business day after the item was actually presented for payment.  Once an account becomes overdrawn, to deposit funds the following day will not prevent the fees from being charged.
We do not process your transactions in the order that you make them or when we receive them. Rather, we post transactions from high to low, meaning that at the close of each day, we deduct your largest transactions before deducting your smaller transactions. With this "posting order", you are at a lower risk of having an important item returned, such as a mortgage, rent or car loan payment due to non-sufficient funds.
However, these larger items will cause your account balance to be used up faster, and if it falls to zero, you will incur bank overdrafts or returned items and related fees. As a result, overdraft fees may be incurred more frequently than if we had deducted the transactions in a different order. Remember though, if the available balance in your account does not fall below zero, this "posting order" does not matter.
Although it is our general policy to only rebate fees when they are the direct result of a bank error in the interest of good customer relations, we have provided your account with a rebate of $114.00 on November 27, 2012 for all fees incurred during the month of November.  Unfortunately, we will be unable to provide any further rebates unless due to a bank error.
 
We regret any inconvenience or confusion that may have resulted from this experience.  We appreciate the time you took to express your thoughts and for providing us with the opportunity to respond. 
 
If you have any further questions or concerns, please contact me at *************
 
Sincerely,
 
 
 
**** ********
Office of the Chairman
Executive Services Advocate
 
CC: Better Business Bureau Case # ********
 
Enclosures

Consumer Response: [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 #*******.

Regards,

*** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

X

Additional Notes

Complaint: 6 years ago charter one bank told me I needed over draft protection for my checking account to protect me against penalties for nsf's. this , they said would protect my credit. It was a con job. I covered each nsf and they went into my checking account any way and deducted a 50.00 penalty each time. I contested this. They turned it into a loan. For a 1000 dollars. I kept paying and paying and they stopped sending receipts and stopped crediting my account. I won't keep paying when I don't know where my money is going. It was probably going into someones pocket. Then citizens bank comes in , buys my paper and starts threatning my credit and calling me around the clock. They just turned it over to a collection agency who calls me everyday 10 hours per day. I sent a letter to atty gen* **** ******* of Il. and they opened up a file on them. I owe them nothing. Please get them to stop. ** *********

Desired Settlement: Stop contacting me an restore my credit. ** *********

Business Response:

Please note: Hardcopy response mailed to customer on 12/4/12.

December 4, 2012
 
 
 
Mr. ****** *********
 
RE:  Account Number ******7501
 
Dear Mr. *********:
 
The Better Business Bureau has forwarded your inquiry, regarding the above referenced account, to us for review and response.
 
Charter One strives to provide its customers with a positive banking experience, and when necessary, prompt resolution to their concerns.
 
Your inquiry to the Better Business Bureau indicates that you have several areas of concern regarding your former Overdraft Line of Credit related to your checking account ending in 7501.  For ease of review, I have enclosed a series of bank statements related to your account.  I would like to take this opportunity to clarify the events which lead to the charge off of the Overdraft Line of Credit balance due to Charter One.
 
My review of your account confirms that on September 29, 2005, you were approved for an Overdraft Line of Credit with a credit limit of $2,500.00.  At different intervals, the line of credit was utilized to pay transactions that would have other wise caused an overdraft in your account. 
 
According to the enclosed bank statement dated August 23, 2006 through September 25, 2006, you elected to close your Charter One checking account on September 14, 2006.  We continued to send you monthly bank statements and your payments towards the Overdraft Line of Credit were received intermittently.
 
Unfortunately, your account became seriously past due and on August 17, 2010, the balance due, $1,856.82 was charged off as a loss.  Since that time, Charter One has been attempting to collect on the debt owed to it.  It is important for you to know that once an Overdraft Line of Credit account is charged off as a loss, Charter One will no longer send monthly bank statements to an account holder. 
 
While I understand that you may be dissatisfied with our attempts to collect on the debt owed, please allow me to confirm that the balance due is accurate.  I respectfully request that you contact our Recovery Department a* ************ to discuss your repayment options.  
 
Should you have further questions or concerns pertaining to this matter, you may contact me at ************.
 
Sincerely,
 
 
 
**** *****, Office of the Chairman
Executive Services Advocate
 
CC:  Better Business Bureau; Case ID *******
 
Enclosures

Consumer Response:

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 # ********

[If you are rejecting the business's response please enter your rejection comments here.]

Regards,
the amount of 2500 is insane.  the amount was for 1000.  I reject any amount because I covered every check and you went into my account and took out the penalties each time. 2500 , you are crazy.  Where the hell did you come up with that ?  That is fraud.    ** *********

****** *********

 

 

Business Response:
Please note: Hardcopy response mailed to customer on 12/6/12.

December 6, 2012
 
 
 
Mr. ****** *********

 
RE:  Account Number ******7501
 
Dear Mr. *********:
 
The Better Business Bureau has forwarded your follow up inquiry, regarding the above referenced account, to us for review and response.
 
I regret to hear that you remain dissatisfied with our prior response to your concerns pertaining to the balance owed in your Overdraft Line of Credit. 
 
For your review, I have enclosed a series of bank statements from January 26, 2006 through February 23, 2007 which detail how the balance in the account in question was created.  Additionally, I have enclosed several other bank statements which show the continued balance throughout several years. 
 
While I understand your dissatisfaction with this matter, I respectfully refer you to our Recovery Department at ************ to discuss your repayment options.
 
Sincerely,
 
 
**** ***** ****** ** *** Chairman
Executive Services Advocate
 
CC:  Better Business Bureau; Case ID *******
Enclosures

Consumer Response:

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 # *******.

[If you are rejecting the business's response please enter your rejection comments here.]

Regards,

****** *********

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

X

Additional Notes

Complaint: The company claimed that it would not ever perform a hard inquiry on my credit reports. I specifically asked whether I would ever have a hard inquiry on my ********, *******, or ********** credit report. I was told that I would not. A hard inquiry was then made on my ******* credit report. Please request that the hard inquiry be removed.

Desired Settlement: Please have the ******* hard inquiry removed from my credit report.

Business Response:

Please note: Hardcopy response mailed to customer on 12/4/12.

December 4, 2012
 
******* M *******
 
Re: Online Application Dispute
 
Dear Mr. *******:
 
I am writing in response to your letter we received on December 3, 2012, addressed to the Better Business Bureau, regarding the above referenced issue.
 
At ******* ***, we strive to provide our customers with the financial products and services that best meet their needs.  Toward that end, we also make every effort to meet or exceed our customers’ expectations in providing a timely resolution to their concerns.  Thank you for taking the time to write and for providing us with an opportunity to respond.  
 
A review of our online credit application confirms that you did submit a request with us on November 30, 2012 to open a new checking and Money Market account.  A welcome packet was mailed to you on December 3, 2012 requesting a driver’s license and utility bill.  
 
We do obtain a customer’s authorization to retrieve their credit report prior to proceeding with an online application.  This does place a hard inquiry on a customer’s credit report.  Below is the verbiage included in with the online application.  We regret if you may have received any information to the contrary.     
 
I authorize the Bank to obtain a credit report or other report or account information from credit or information services agencies to help verify the information I provided in this application and facilitate the processing of my application for this account or for any other lawful purpose.
 
******* *** is unable to honor your request and remove the hard inquiry that may have been placed on your credit report due to your application as no bank error can be confirmed.      
 
Please let me assure you that your concerns have been taken seriously.  Feedback such as yours provides us with the opportunity to re-examine our procedures, make changes where necessary and continually strive for increased customer satisfaction.
 
Should you have any additional questions, please do not hesitate to contact me at 401-464-3601.
 
Sincerely,
 
 
***** *****
Office of the Chairman
Executive Services Senior Advocate  
 
CC: Better Business Bureau – Case# *******

Consumer Response:

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 # *******.

At approximately 5:56pm (central time) today (12/4/2012), I called the number listed as your customer service phone number on ********************************* (**************). Colleen told me that the inquiry performed when opening a checking and Money Market account is a *********** inquiry. Please request that the ******* inquiry be removed from my credit file. Your company is misrepresenting the type of inquiry made when a new account is opened.

Regards,
******** *******

If you are rejecting the business's response please enter your rejection comments here.]

Regards,

******** *******

 

 

Business Response:

Please note: Hardcopy response mailed to customer on 12/5/12.

December 5, 2012
 
 
******* M *******
 
Re: Online Application Dispute
 
Dear Mr. *******:
 
I am writing in response to your letter we received on December 5, 2012, addressed to the Better Business Bureau, regarding the above referenced issue.
 
As stated in our previous response letter dated December 3, 2012, we do obtain a customer’s authorization to retrieve their credit report prior to proceeding with an online application.  This places a hard inquiry on a customer’s credit report.  
 
In addition to a obtaining a credit report, a customers request to open a new account is reviewed through a national check protection service called ***********.  This may have been the reason why our employee notified you of this process.
 
However, our position on this matter remains unchanged.  We are unable to remove the hard inquiry that may have been placed on your credit report due to your application as no bank error can be confirmed.      
 
Should you have any additional questions, please do not hesitate to contact me at ************.
 
Sincerely,
 
***** *****
Office of the Chairman
Executive Services Senior Advocate  
 
CC: Better Business Bureau – Case# *******

Consumer Response:

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 # *******.

In addition to the call made on 12/4 in which Colleen told me that only a *********** inquiry would be made when opening a checking or savings account, on 11/27 at 4:28pm (according to my cell phone records) I made a call to your official customer service line (*************). This call was made prior to the ******* inquiry being placed on my credit report. When asked whether an *******, **********, or ******** credit report would be pulled if I opened a checking and a Money Market account, the lady said that she didn't believe that an inquiry of that nature would be made. I then informed her that it was extremely important that I receive a completely true answer from her, as I was about to apply for a mortgage loan and did not want any hard inquiries on my *******, ********** or ******** reports. She asked me to hold so that she could ask her manager whether her initial assumption was correct. When she returned to the line, she said that there would not be any ********, *******, or ********** inquiry made. I asked her again, "There will be no ********, *******, or ********** report pulled if I open a checking and Money Market account with your bank, correct?" She said "Correct."

Clearly, I was lied to. PLease request that the hard inquiry be removed from my ******* credit report.
Regards,

******** *******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

X

Additional Notes

Complaint: I recently financed an auto loan with RBS Citizens. I was in a serious auto accident, which left me injured and totaled my vehicle. My insurance company is denying my claim on the grounds that my insurance lapsed a few hours before the accident. The leinholder (RBS) refuses to release the lein on my car. Releasing this lein does not release me of my contractual obligation to pay RBS. I intend to keep paying RBS until the debt is payed off in full. However, I need to release the lein in order to dispose of my wrecked auto. I called RBS on several occasions. They refuse to release the lein unless they are paid off in full. I keep explaining that releasing the lein is only releasing their claim on the collateral (which amounts to a worthless pile of metal). This will allow me to dispose of the vehicle. Without the lein release, I have to pay storage fees on the vehicle. In my city, these are quite expensive. RBS Citizens' stubbornness is forcing me to pay steep fees. I would much rather be paying off my auto loan instead. During my phone conversation, I could hear a manager mocking my voice in the background. I was saying that it would be nice if RBS could release the lein because then I could scrap the can and apply that money towards the principal on my loan. I could hear a manager in the background say in a sarcastic tone "yeah, that would be nice." It is offensive that the manager was mocking my situation. I was merged into on the highway, resulting in injuries. I called the bank hoping to find an adequate resolution, where I could dispose of my car and keep making payments. One customer service representative finally told me that the bank is unwilling to negotiate any lein release until I am 120 days behind in my payments. I don't want to get to this point because it will destroy my credit. However, I still need the lein release so that I can dispose of my wrecked car. It is important to reiterate that a lein release does not in any way reduce my financial obligation to pay RBS for my crashed car. Instead of being reasonable, customer service staff are often rude and sometimes downright mean. I will never do business with RBS Citizens again. I come from a community where many people regularly do business with Citizens Bank, the consumer banking branch of RBS Citizens. I will spread the word that under RBS ownership, the organization has become unpleasant, inflexible, and sometimes unprofessional and rude.

Desired Settlement: An apology is in order. Also, RBS needs to authorize an immediate lein release so that I can scrap my car. Lastly, RBS should pay the storage lot for the time that was spent delaying the release of the lein.

Business Response: November 20, 2012
 
Mr. ******* * *****
***** * ***** Ave
********, AZ **********
 
RE:   Auto Loan Account Number **********

Dear Mr. *****:
 
We are in receipt of a letter, received from the Better Business Bureau (BBB) on November 8, 2012, regarding the above referenced account, for review and response.   Citizens Bank makes every effort to offer our customers the products and services that best meet their financial needs and goals. Toward that end, we strive to provide a prompt and timely resolution to the issues that are of concern to them, when presented.
 
In understanding your letter and the noted concern, I see that you were recently involved in a motor vehicle accident, where you indicated your vehicle sustained significant damage and is a “total loss.” In addition, you noted that the insurance you had been maintaining on the vehicle, lapsed, only hours before, so, your insurance company would not honor your claim.
 
Citizens Bank certainly regrets the events that have transpired. It is understood you have made numerous attempts at negotiating the release of our lien, so, that you can dispose of the vehicle; however, these attempts have been unsuccessful.  You indicated during the mentioned calls, the bank representatives you spoke with advised you that a release of lien, without a full payoff, was not possible, and at times, treated you in an unprofessional manner.  Citizens Bank does not condone such treatment of any customer, and takes such matters very seriously.
 
With that in mind, the position of the bank has not changed and I must advise you that we are still not able to grant your request for the release of lien.  I would direct you to your original Finance Agreement, where it is specifically noted it is the responsibility of the customer to maintain adequate insurance protection to cover physical damage.  Further, the vehicle (and our lien) are the security instruments we employ to insure that the debt be paid in full, prior to release of said lien, and you assume all responsibility for any vehicle damage resulting from it’s use.  I have enclosed a copy of your contract as well as the Agreement to Furnish Insurance Policy, for your review.
 
Citizens Bank appreciates the time you took to express your thoughts and for your stated willingness to fulfill your financial responsibility for this debt.  Your comments will be used to enhance the policies and practices we currently have in place. Please be assured, we value our relationship with you and extend our commitment to provide you with the highest level of customer service going forward.  If you have any further questions or concerns, please contact me at (***)********.
 
Respectfully,
***** *****
Office of the Chairman
 
Enclosures
CC:  Better Business Bureau Case Number: #*******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: I had a car loan with this company, and have paid 66 car payments without late charges. I decided to turn my car in to a dealership and lease a new car, and the dealership told me that they would pay off my car loan with this company. They sent a check and it was told to the dealership it was lost in the company. So dealer stopped payment on that check and so they sent another check to this bank and received a car title in the mail and they have already sold my car.The first check was found and cashed by the bank, but had already been stopped by dealer. So the customer service who keeps harassing me states they have recvd no payment. I have received numerous calls from this bank telling me I owe this money and have been rudely talked to about me still owing this money and also my credit is going to be turned in. I have called the dealership and told them of my complaints. The bank still instists that I owe money, and I have been rudely talked to. This bank is not trying to accomodate with any of the information I have given them to settle this issue. I wouldn't recommend using this company for any financial doings. They wont worth with you in resolving very important matters like you loans. I told them how can I still owe you money for a car I no longer have and the dealer has the title and sold the car already? It doesn't make sense tat I would still owe money for a car that has already been sold. The customer service staff with this company is the most arguementative company I have ever dealt with.

Desired Settlement: I would like for the company to stop harrassing me of a balance that I clearly do not owe them. I cant owe something, that has already been sold. I would like a letter from the CEO of this company with an apology in all that I have endured with this customer service.Also to be told that my credit rating will NOT be affected by all of this.

Business Response: November 19, 2012
 
Mr. ****** ******
**** ********* Avenue
******, OH *****
 
RE:  Auto Loan **********
 
Dear Mr. ******:
The Better Business Bureau has forwarded your inquiry, regarding the above referenced account, to us for review and response.  Citizens Bank strives to provide our customers with a positive banking experience, and when necessary, prompt resolution to their concerns.
 
My review of your auto loan confirms that on October 9, 2012, we received a check in the amount of $2,953.08 for payment in full of your auto loan.  Based on this payment received, a system generated letter was produced and mailed to you which advised that your loan was paid in full.  Unfortunately, due to a stop payment that had been placed on the check we received, we had to reverse the payment of $2,953.08.  This action caused a balance due and collection action to begin. 
 
We received a payment of $641.18, which was applied to the loan on November 13, 2012.  Also received, was a payment in the amount of $2,320.27, which was applied to the loan on November 13, 2012 for payment in full.
 
It is my hope that this matter is fully resolved for you and I regret any frustration you experienced during this process.  Should you have further questions or concerns, I remain available at ************.
 
Sincerely,
**** *****
Office of the Chairman
Executive Services Advocate
 
CC:  Better Business Bureau; Case ID *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: I made a purchase on facebook two times in the same day. I was charged three. The third was unauthorized. I called citizens bank as soon as I noticed the discrepancy, they could see the error and assured me it would be fixed. I had used my atm card prior to knowing about the unauthorized pending payment. This would put my account in default. I explained to the woman on the phone that I didn't have money to put in the account to cover it until it was fixed approx 10 days. She then told me to hold on she was going to send me to claims, if they didn't answer they would call back. They didn't answer, and never called back. The original date of the transaction was October 15, 2012 I called on the 16th. I then called every week until, always getting a different answer and often being hung up on after being put on hold. I went to my branch in Swansea and tried to sort it out there. The main person I delt with is ****. After reviewing my account he agreed there was a mistake on there part, however he was not authorized to give back the overdraft fees. The fees were as follows. The day I called 10/16 Insufficient Funds Fee $148.00 10/17 Insufficient Funds Fee $74.00 10/18 Insufficient Funds Fee $74.00 10/23 Insufficient Funds Fee $74.00 11/14 Insufficient Funds Fee $74.00 I had 225.00 in the bank when the first fee was added. I have my documents proving this all started when I called and asked for help with an unauthorized charge. They gave me 74 dollars because I complained, however charged me an insufficient fund fee the same day with a positive balance. I spoke with the bank manager today and she said I am wrong, however can not show me how or where I went wrong. I make mistakes and pay the fees when I do, however the last month has been a direct result of poor service and lack of communication within Citizens bank. I have closed my account with them, I simply can't afford to keep it open. Thank you for your time.

Desired Settlement: I would like the 444.00 I have been charged in insufficient fund fees.

Business Response: Please note: Hardcopy response mailed to customer on 11/29/12.

November 29, 2012
 
Mr. ***** *******
RE:   Checking Account Number **********
 
Dear Mr. *******:
The Better Business Bureau (“BBB”) has forwarded your letter dated November 19, 2012, to us for review and response.  At Citizens Bank we consistently strive to be best in class in serving our customer’s needs.  Please allow me the opportunity to explain the findings of my research into this matter.
 
First and foremost, I am disheartened to hear that you have decided to discontinue your banking relationship with us.  In light of the situation regarding overdraft fees, I have taken the liberty of rebating $309.98 which I have enclosed with this letter (Check # *********** – Check Amount $309.98) and your account is closed.
 
You should be aware that debit card transactions that have been conducted but not yet paid from the checking account may reduce the available balance for up to two business days.  If the merchant does not settle the funds for the purchase within the two business days, the debit card authorized amount is added back into your available balance.  Consequently, we confirmed that although only two purchases in the amount of $100.00 were claimed by the merchant, there were in fact three authorizations each in the amount of $100.00 on October 14, 2012.  Although the erroneous authorization in the amount of $100.00 was not submitted for payment, it did tie up your funds and resulted in assessment of overdraft fees.
 
We appreciate the time you took to express your thoughts and for providing us with the opportunity to respond.  Should you have any further questions or concerns, please contact me at ************.
 
Sincerely,
***** *********
Office of the Chairman
Executive Services Senior Advocate
 
CC:  BBB Case# *******
Enclosure

Consumer Response: 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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

X

Additional Notes

Complaint: On 11/03/12 I went to the Citizens Bank branch at *** **** *** ******** *** to withdraw $200. In order to avoid the ATM fee, I waited in line over 20 min at the window to do a cash advance on my debit card. At the window I requested $200, but the clerk mistakenly did only a $100 advance. I asked her to do another $100 cash advance but for some reason, the second time it was denied, although there was enough money in the account (close to $2,000). I am not sure what the clerk did the second time when it was denied. Because I needed the entire $200 amount I went at the ATM to withdraw the remaining amount and was charged a $3.50 fee, proof that there was enough money in the account. I asked a branch manager to reimburse that fee because it was a bank error, first for not doing the correct transaction that I asked for, and second, for not being able to fix that error by performing a second transaction. The manager refused to refund the ATM fee, saying it was not a bank error, although it clearly was.

Desired Settlement: Citizens Bank should reimburse the $3.50 ATM fee.

Business Response:

 

November 13, 2012

 

******* ********* ** ******** ** *********** ** *****

 

 

RE: Foreign ATM Fee

Dear Mr. *********:

I am writing in response to your letter forwarded to our office from the Better Business Bureau, which we received on November 5, 2012.

Thank you for taking the time to write and for providing us with an opportunity to respond.   At Citizens Bank, we strive to provide convenient financial products and services to all consumers who choose to interact with us.

 

In your letter, you expressed concern with a Foreign ATM fee that you had been assessed when you utilized one of our ATM machines at your local Citizens Bank branch.  As you are not currently a Citizens Bank customer, there is a $3.50 fee assessed when a non-customer withdraws funds using our ATM.

 

Citizens Bank regrets if you feel the service you were provided when visiting our **** ******** ** location did not meet your expectations.  In reaching out to this branch, they recognize your request for a $200.00 cash advance was inadvertently processed for $100.00.  They attempted to rectify this by completing a second transaction in order to provide you with the remaining funds you requested, but the transaction was denied.  Due to policy, they were unable to attempt any further transactions using the same card.

 

We understand that you are requesting reimbursement of the $3.50 Foreign ATM Fee you were assessed for utilizing our ATM machine in order to withdraw the remaining funds; however, we are unable to grant your request for reimbursement as you accepted this fee  before completing the ATM withdrawal.  Additionally, we are unable to a rebate an account that is with another institution.  As an alternative, you can reach out to your financial institution to ask if they would reimburse your account as a courtesy.

 

Please be assured that your concerns have been taken seriously, and your feedback has been fully documented. Feedback such as yours provides us with the opportunity to re-examine our procedures, make changes where necessary and continually strive for increased satisfaction.

 

If you have any further questions or concerns, please contact me at ************.

Sincerely,

 

 

******** ********

Office of the Chairman

Executive Services Advocate

 

CC:  BBB Case# *******

Consumer Response:

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 # *******.

I made the effort to go to the Citizens branch teller in an attempt to avoid the ATM fees. The bank teller made a mistake and was not able to explain that the second time the cash advance was denied  because of some policy which you are saying is in place. In my opinion, the party that made a mistake in a transaction should provide an acceptable solution. My acceptance of the ATM fee was the result of the mistake of your branch because that left me without any option other than the ATM.

Regards,

******* *********

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

X

Additional Notes

Complaint: Citizen's Bank charged my checking account $111.00 in overdraft fees in November 2012 when my account never had a negative balance. When I questioned it I was told that an authorization had been put on my debit card and that caused my available balance to be negative, but because the charge did not hit until 2 days later, and 2 deposits entered my account before the charge, my actual balance in my account was never negative. It is unethical to charge me overdraft fees when I can show my checking account statement shows that the account was never at a negative balance. I asked for the manager of my local branch to reverse the fees, and the person I spoke to took my name and number and said that the manager was in an all day meeting but they would contact me the next day and I still have not heard anything. Authorizations can be put on a debit card that never result in an actual charge and it is completely unreasonable to charge overdraft fees when the account is not overdrawn and the authorization has not become an actual charge on the account.

Desired Settlement: I want the $111.00 in overdraft fees refunded to my checking account.

Business Response: November 23, 2012
 
Ms. ******** ***********
*** **** Street
**********, VT *****
 
RE: Checking Account Ending In ****
 
Dear Ms. ***********:
 
I am writing in response to your letter dated November 21, 2012, addressed to the Better Business Bureau, regarding the above referenced account.
 
We want to provide our customers with the best possible service, and when they feel that it has failed to meet their expectations it is important for us to know.  I regret to hear of your recent overdraft experience and apologize that you have not heard back from the branch you visited regarding the matter.
 
While Citizens Bank believes account holders are responsible for maintaining an accurate account ledger to prevent overdraft occurrences, we understand that from time to time situations may occur that causes an account to become overdrawn. As you know, items were recently presented for payment from your account when there were non-sufficient available funds to accommodate those items. Consequently the applicable overdraft fees were applied.
 
For ease of reference, I have enclosed a copy of the Notice of Overdraft/Insufficient Available Funds for this time period. A review of the notice will provide you with a full detailed explanation of the fees assessed to your account. 
 
When you conduct a transaction with a merchant using your debit card it is essentially like using the cash in your account to pay for the purchase; therefore, the coinciding funds in your accounts are considered as allocated to that merchant for that transaction and a hold on the corresponding available funds is placed on your account for a period of two (2) business days.  If you conduct additional transactions against funds that have already been allocated to another merchant and the available balance in your account in exceeded, applicable fees will be assessed.  Lastly, if the item is not presented for payment within the two businesses day time frame, the authorization hold will be released.
 
The overdraft charges are processed to the account on the following business day. Additionally, once an account becomes overdrawn, to deposit funds the following day will not prevent the fees from being charged.
 
Although it is our general policy to only rebate fees when they are the direct result of a bank error in the interest of good customer relations, we have provided your account with a rebate of $74.00, on November 21, 2012, in addition to a prior rebate of $37.00 that was credited to your account on November 15, 2012.  Unfortunately we will be unable to provide any further rebates unless due to a bank error.
 
I hope this information clarifies your concerns.  Thank you for taking the time to express your thoughts and for providing us with the opportunity to respond.  If you have any further questions or concerns, please contact me at ************.
 
Sincerely,
**** ********
Office of the Chairman
Executive Services Advocate
 
CC: Better Business Bureau Case # *******
Enclosures

Consumer Response: 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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

X

Additional Notes

Complaint: They are giving incorrect information and have way overcharged for this loan and given 10 different answers to questions we are asking. I would prefer talking to someone from the BBB to really understand the complexity of this issue.

Desired Settlement: I want the additional $115 dollars removed plus the 14.50 in late charge which was an error on there part.

Business Response: Please note: Hardcopy response mailed to customer on 11/5/12.

November 5, 2012
 
Ms. ******** ****** 
RE: Automobile Account Ending In ****
 
Dear Ms. ******:
 
I am writing in response to your letter dated October 25, 2012, addressed to the Better Business Bureau, regarding the above referenced account.
 
I regret to hear of your frustrating experience while attempting to obtain information regarding the above referenced loan.  The loan matured on October 30, 2012; as of the writing of this letter, the payoff amount is $739.06.  There is a principal payment due totaling $704.43, interest totaling $5.68, and late fees totaling $28.95.  Although the loan is matured, there were two (2) extensions used during the life of this loan. As such, there is still accrued principle owed on the account.  Our records indicate that extensions were granted in January and August of 2008.
 
We are unable to provide your account with further rebates as late fees were waived on November 20, 2008; however, please review the enclosed payment history, if you feel as though there are any errors, we will gladly research the matter further.
 
I hope this information clarifies your concerns.  Thank you for taking the time to express your thoughts and for providing us with the opportunity to respond.  In order to make payment arrangements on this account, please contact our Consumer Counseling Department at 1-800-708-6682.   If you have any further questions or concerns, please contact me at ************.
 
Sincerely,
**** ********
Office of the Chairman
Executive Services Advocate
 
CC: Better Business Bureau, Case Number *******
Enclosures

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: I severed ties with Charter One bank regarding a credit that should not have went to my account. They closed the account because of this but labeled my account as "suspected fraud activity" the actions that they took regarding the stance of me wanting a check returned to the school does not warrant such a tag on me.

Desired Settlement: I want Charter One to remove this awful slap to my face because their company lied repeatedly when I tried effortlessly to have the ach credit reversed. I was given the run around & lied to about their processes by their staff.

Business Response: Please note: Hardcopy response mailed to customer on 11/5/12.

November 5, 2012
 
******* ** ********
RE: Better Business Bureau Inquiry

Dear Ms. ********:

I am writing in response to your inquiry forwarded to our office from the Better Business Bureau.  At Charter One, we consistently strive for the highest standard in serving our customers’ needs, from providing accurate information to the prompt resolution of problems.  Thank you for taking the time to write to us and for providing us with an opportunity to respond.

It is my understanding that you are requesting the “Suspected Fraudulent Activity” notation be removed from the ChexSystems database.  You deposited a check on May 21, 2012 in the amount of $3,980.00, which brought your balance to $3,974.24.  This check was returned on May 24, 2012 due to “Alteration”.   Once this check was returned it caused your account balance to become overdrawn by $339.74. 
 
Your account was credited $0.09 on May 29, 2012, which was the balance in your savings account ending in 0902.  There was a $9.99 monthly maintenance fee assessed on June 15, 2012 which brought your overdrawn balance to $359.63.   I have enclosed copies of your statements for your review.
 
Since there were no further credits on your account, on the 61st day of it being overdrawn the balance was charged off on July 24, 2012 and was reported to ChexSystems as “Suspected Fraudulent Activity”.   We respectfully request that you contact our DDA Recovery Department at 877-363-4605 to settle this debt or to discuss possible payment arrangements. 
 
In order for our reporting to change from “Suspected Fraudulent Activity”, we request that you provide documentation indicating that you were a victim of fraud in reference to the altered item, if applicable.
 
I am disheartened to hear that you felt you were lied to repeatedly when you attempted to get the deposit reversed.   I realize you also felt you were given the run around, please let me assure you that this was not our intention and we take every customer issue seriously.
 
We appreciate the time you took to express your thoughts and for providing us the opportunity to respond.  If you have any further questions or concerns, please contact me at ************.
 
Sincerely,
*** ******
Office of the Chairman
Executive Services Advocate 
 
Enclosures
CC:  Better Business Bureau Case Number *******

Consumer Response:

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.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

X

Additional Notes

Complaint: Citizens Bank has committed theft, larceny and fraud to my account by deliberately taking out $6.99 a day service charge from my disability. I guess my disability will go to the CEO of Citizens Bank and not to a handicapped person who needs it more. I get paid disability once a month and it is not enough to live on, let alone raise my sons with. I get direct deposit once a month by social security. I can understand that if a charge goes through that is insufficient I will be charged a $37.00 insufficient fund fee but they also charge a $6.99 fee EVERDAY that your checking account is negative. This is fraudulent and double charging for one insufficient fund fee and when you only get one social security deposit it is devastating since the bank will take most of your direct deposit even for one small negative charge. In other words, my children and I cannot survive when this bank keeps doing this. I was never told they would charge a $6.99 a day service charge or I would not go there. That is charging a $37.00 dollar insufficient fund fee and another fee on top of that for $140.00 for that same fee. Instead of the social security going to me and my children, it is going to the CEO of the bank. This is a fraudulent and deceptive practice stealing from the disabled. I'm sure many of the disabled just accept this bank raping their accounts but I hope you do something to stop this illegal practice. I want all my money returned to me from this bank. Account: Green Checking - xxxxxx**** Bal. ($56.81) Shortcuts...Home Account Summary Alerts Center Message Center Preferences Manage AccountsAccount History Online Statements Image Search TransfersTransfer MoneyPay Bills Pay Bills & People Service Center Services/Contact Information Stop Payment on a Paper Check Session ReceiptManage Features Overview Goal Savings Plans Overdraft Services Current Account Features Manage Features Standard Overdraft Practices Preference(s) eStatements & eNotices • View eStatements • View eNotices Green Checking - xxxxxx**** (Account Type: Checking) Account SummaryAvailable Balance : Last Statement Balance: Last Deposit Amount: Last Statement Date: Last Deposit Date: Last Activity Date: Customize the Transaction History view by using the filters below. From To Or Select... Today Yesterday Current Week Last Week Last 7 Days Last 30 Days Last 60 Days Last 90 Days Current Month Last Month Type All Transactions Check Number Check Number Range All Checks Amount Amount Range Credits Debits Transaction History Hide Memos Now displaying your transactions...Please wait. Previous Next Date Description Ref. # Debit(-) Credit(+) Balance View 11/01/2012 Debit Memo $6.99 ($56.81) Memo: SERV CHG 11/01/2012 Direct Deposit $53.39 ($49.82) Memo: **** ** **** 10/31/2012 Service Charge $6.99 ($103.21) Memo: SUSTAINED OD 10/30/2012 Service Charge $6.99 ($96.22) Memo: SUSTAINED OD 10/29/2012 Service Charge $6.99 ($89.23) Memo: SUSTAINED OD 10/25/2012 Insufficient Funds Fee eNotice $37.00 ($82.24) 10/24/2012 Check 110 $59.00 ($45.24) 10/22/2012 DBT Purchase $5.31 $13.76 Memo: ********** ***** *ATHOL MA 3149 09/19/2012 Deposit $340.00 $102.33 09/18/2012 Service Charge $6.99 ($237.67) Memo: SUSTAINED OD 09/17/2012 Service Charge $6.99 ($230.68) Memo: SUSTAINED OD 09/14/2012 Service Charge $6.99 ($223.69) Memo: SUSTAINED OD 09/13/2012 Service Charge $6.99 ($216.70) Memo: SUSTAINED OD 09/11/2012 Insufficient Funds Fee eNotice $37.00 ($209.71) 09/10/2012 Preauthorized Debit $24.96 ($172.71) Memo: PAYPAL INST XFER 09/07/2012 Insufficient Funds Fee eNotice $37.00 ($147.75) 09/06/2012 DBT Purchase $4.56 ($110.75) Memo: ********** ***** OATHOL MA 3149 09/06/2012 DBT Purchase $7.71 ($106.19) Memo: ****** ******* ATHOL MA 3149 09/06/2012 Check *** $34.74 ($98.48) 09/06/2012 DBT Purchase $163.78 ($63.74) Memo: ******** ****** ORANGE MA ****

Desired Settlement: A refund of the $6.99 (service charge)(ALL OF THEM!) charges that were unauthorized by me.

Business Response: November 15, 2012
 
Ms. ***** ******
**** **** Street
*****, MA **********
 
RE:  Checking Account Number **********
 
Dear Ms. ******:
 
The Office of the Comptroller of the Currency (“OCC”) and Better Business Bureau (“BBB”) recently forwarded your letter to us regarding the above referenced account, for review and response.  Enclosed for your review is a copy of the letter that we provided to you dated November 9, 2012 in response to the correspondence which we received from the Consumer Financial Protection Bureau (“CFPB”), regarding the same issue. 
 
Should you have any further questions or concerns, please contact me at 401-464-3614.
 
Sincerely,
***** *********
Office of the Chairman
Executive Service Advocate
 
CC:  Office of the Comptroller of the Currency (OCC)
            OCC Case Number:  ********
        Better Business Bureau (BBB)
            BBB Case Number: *******

Consumer Response: 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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

X

Additional Notes

Complaint: I paid off my auto loan in full but RBS Citizens was unable to send me the title (they claimed they mailed it, but it is apparently the only lost piece of mail I have received from any bank in several years - I received 3 other forms sent from them to me during the same 2-3 month period). After calling them to request the title, they sent me a release of lien title which the DMV did not accept, so again I did not have my title. It is now 3 months since I have paid off my auto loan and I have no title for the car that I own. Thanks RBS Citizens.

Desired Settlement: I need a title for the car I own! I already wasted a vacation day and hours at the DMV trying to use the incomplete documents sent to me by RBS.

Business Response: Please note:  Hardcopy response mailed to customer on 10/26/12.

October 26, 2012
 
Mr. ****** ****
RE: Auto Loan Account Number **********
      Better Business Bureau Inquiry

Dear Mr. ****:
I am writing in reference to your inquiry, forwarded to this office from the Better Business Bureau on October 16, 2012, for review and response.

Citizens Bank makes every effort to offer our customers the products and services that best meet their individual financial needs. Toward that end, we also strive to provide our customers with a prompt and timely resolution to the issues that are of concern to them, when presented.

In reviewing your letter and the account records, I understand the issue to be non-receipt of your motor vehicle title, since paying of your loan with us on August 22, 2012.  Where our records do confirm the paper title was mailed to you on August 29, 2012, you have indicated it was never received. Further, you have experienced some difficulty in that the New Jersey Motor Vehicle Commission (MVC) is not acknowledging our paperwork as sufficient to release a duplicate title to you.

Where we did not cause this series of events we certainly regret that this has been your experience. I would not be able to comment as to why the title we mailed to you was not received, however, as you and I discussed in telephone conversations on October 23 and 24, 2012, I was able to provide you with the needed assistance in addressing the matter directly with the NJ MVC. 

In telephone conversations that I had with them, I was able to get our documents, copies of which I am enclosing here, to the right individuals that could give them the appropriate amount of scrutiny. To that point, it was confirmed to me that the documents we have provided to you, are acceptable and a duplicate title would be granted.  They have advised that you would only need to go to your local branch office of the NJ MVC and pay the requisite fee.  Should you have any further issues, you may reference my conversations with ***** in the Trenton, NJ main office and his subsequent conversations with *******, a supervisor in Springfield. (No last names were given).

Citizens Bank apologizes for any confusion or inconvenience you experienced as a result of this matter. We are pleased to have been able to provide you with the assistance you needed to resolve your issue and would welcome an opportunity to work with you in the future, should your banking needs bring you back to us.  If you have any further questions or concerns, please contact me at (***)********.

Sincerely,
***** *****
Office of the Chairman
Enclosures
BBB Complaint #*******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: On June 28th 2012 I paid Citizens Bank $475.00 to refinance my current home mortgage to a lower rate mortgage through Citizens Bank. I was being taken care of my **** *****. It is now October 25th 2012 and the bank has not done anything with the loan. I have emailed her and spoken to her to find out where my status of the loan is and all she replies is that she should have an answer in 48 hours. When I contact her in 48 hours she tells me that she should know more on that Monday. I reached out to her in early October (approx 8th) via email and she did not respond. I reached out to her a week later requesting my money back via email and still no response. I feel that the bank took my $475 and did not follow through with the loan and now it has been 4 months and no communication has taken place on their end. I sent them all my financials more than once, had received an approval for the loan but no follow through to end the process. My home owners insurance was cancelled due to negligence on the banks end as they called and set my billing up as an escrow account when the loan had not even closed. It cost me an extra $10 to pay over the phone and when I called **** to find out how that happened all I got was an "oops".

Desired Settlement: I would like my $475 back.

Business Response: Please note: Hardcopy response mailed to customer on 11/1/12.

November 1, 2012

****** * ******
Re: Mortgage Loan Application Dispute
 
Dear Ms. ******:
 
I am writing in response to your letter we received on October 25, 2012, addressed to the Better Business Bureau, regarding the above referenced issue.
 
At RBS Citizens NA, we strive to provide our customers with the financial products and services that best meet their needs.  Toward that end, we also make every effort to meet or exceed our customers’ expectations in providing a timely resolution to their concerns.  Thank you for taking the time to write and for providing us with an opportunity to respond.  
 
We had an opportunity to look into this matter at length.  Please see below for detailed information regarding your application. 
 
June 20, 2012 - Received your application for a cash-out refinance for a loan in the amount of $205,000.00 based on your estimated property value of $275,000.00.  
July 18, 2012 - The Appraisal report of your property was received with a value of $193,000.00, which was too low to qualify for the refinance as outstanding liens on your property were more than 100% of its value.
July 20, 2012 – Loan Officer, **** *****, contacted you to explain that low value made it impossible for us to be able to refinance your loan unless your first lien holder, *****, would be willing to subordinate behind Citizens Bank.  It took more than thirty (30) days for ***** to give a definitive answer that they would not be willing to subordinate to second position at 107% loan-to-value.      
August 22, 2012 - In our continuing effort to maintain good customer service, we attempted to re-structure the loan transaction to consolidate the Citizens Bank and ***** Home Equity loans together and presenting this as a Strategic Refinance.

Presenting this restructured transaction required the loan to be further documented with assets which were not previously required for the Fannie Mae product you originally applied for.  Additionally, you were asked to provide more recent paystubs as the ones in the file were too old at that point.  This delayed a final answer on the application. 
 
September 24, 2012 – All documentation received and the application was submitted to our Senior Management for consideration as a Strategic Refinance.
October 15, 2012 - Loan Officer, **** *****, was advised that Senior Management would not approve the request for Strategic Refinance.  Ms. ***** relayed this information to you at this time. 
 
Consequently, RBS Citizens NA will be unable to honor your request and reimburse you the application fee of $475.00 as we feel every avenue was explored to refinance your loan with us.  We understand that you may not be satisfied with this response and we regret if this is not the resolution you were hoping to obtain.  Should you have any additional questions, please do not hesitate to contact me at ************.
 
Sincerely,
***** *****
Office of the Chairman
Executive Services Senior Advocate  
 
CC: Better Business Bureau – Case# *******

Consumer Response:

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.

**** ***** NEVER contacted me on October 15th in regards to the loan. The last time I heard from her was early October (2nd) when she told me I wold have an answer in 48 hours.

Business Response: Please note: Hardcopy response mailed to customer on 11/6/12.

November 6, 2012
 
****** * ******
Re: Mortgage Loan Application Dispute
 
Dear Ms. ******:
 
I am writing in response to your letter we received on November 6, 2012, addressed to the Better Business Bureau, regarding the above referenced issue.
 
We regret if you were not contacted by the Mortgage Loan Officer, **** *****, on or about October 15, 2012 to notify you that our attempt for a Strategic Refinance had been declined.  However, RBS Citizens NA is unable to reimburse you the non-refundable application fee of $475.00.  We feel we explored every option to refinance your loan with us.  Should you have any additional questions, please do not hesitate to contact me at ************.
 
Sincerely,
***** *****
Office of the Chairman
Executive Services Senior Advocate  
 
CC: Better Business Bureau – Case# *******

Consumer Response:

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.

Citizens Bank played games with me for 4 four months and **** ***** ignored my emails when I tried to find out about where my refinance stood. She told me that I would be able to refinance the value of my current home loan with no problems if the strategic loan did not go through. No one from the bank wanted to communicate with me until I contacted the BBB. Then suddenly all these dates about all these things **** had done were sent to me as a response. None of those dates were even close to the dates that I spoke with ****. She did not contact me on October 15th and them I received a letter on November 5th dated October 21st about the rejection. Funny that the letter was dated before I reached out to the BBB and received 15 days later. Slow mail? You should be ashamed about the way **** ***** treated me. The way she lead me to believe everything would be all set before my school taxes were due, the way she instructed me not to pay my school taxes as she would roll it all in to my refinance and the way my home owners insurance was cancelled due to negligence on your part! I want reimbursement for the money I paid not to mention all the aggravation I have been put through. I have been a long time Citizens bank customer and am appalled at the way you have treated me.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

X

Additional Notes

Complaint: I have been with your bank since 2006 up until the present and it's sad to say that I NOW HATE YOUR BANK!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! I hate your customer service representatives in both your branches and also online. One person does not know what the other person is doing. I get the run around every single time I call the customer service line. I have been told to go back and forth to branches since a suspected issue occured on one of my accounts with the financial institution. There was on online banking issue that occured when I signed up for POP Money, that very night I received an email from Citizens Bank stating that they set up an account for me to transfer money out of. I called the 800 number and they 1.) Never heard of Pop Money 2.) said that it was fraud and for me to close my checking account. It has been a nightmare ever since!!! My online banking has been deactivated, they will not allow me to reactivate. I have been told to go to the branch several times only to have them tell me to call the 800 number and then I call the 800 number and get no where. The customer service representatives are very rude. They argue back and forth with me. When I ask to escalate to a supervisor they do everything in their power to not grant my request. They don't give out operator numbers to identify themselves and when asked for one, they say that they don't give that information out. I just hung up with a supervisor who's name is **** and he stated that his extension was 3828 but was very very very rude!!!! I asked him questions that he refused to give me information on (please pull the call.) I am beyond fed up with this company,every bank opens on the weekends now and the only thing that stands out if the fact that your customer service representatives are incompent, ignorant and unprofessional. I will be sure to closed what's left of any account that I have with this company especially since they told me that the checking account is no longer free because they made me get a new one. I will take my business elsewhere and make sure to tell everyone that I know via facebook, twitter and all other social networks including family and friends and newpaper reporters so that your business will decline because you have became to big for your bridges!

Business Response: Citizens Bank is committed to providing its customers with the best possible service and promptly responding to their inquiries and concerns.  I regret to hear that your recent experience with us was less than satisfying and I appreciate the time you took to provide us with your feedback regarding your experience.   I understand that your primary concern was the fact that you discovered questionable activity may have occurred with your Online Banking profile and you were dissatisfied with the manner in which Citizens Bank handled this.   Please understand that we truly believe that one of our most important responsibilities is to protect the non-public personal information of our account holders who entrust us to this information.  I understand that you were frustrated by the extra care that was taken to reactivate your online banking profile and I do apologize for any inconvenience this caused for you.  It is my understanding that ultimately, we were able to reactivate your profile over the telephone.   I would like to confirm that your account ending in 9710 is closed and no further activity can be conducted against that account.    You have indicated that a new account was established for you and it will no longer be free of charge.  The account type that you currently have is identical to the previous account type and the same requirements must be met in order to waive the monthly maintenance fee.  I have enclosed an excerpt from the applicable disclosure for ease of review, however I would like to summarize for you the ways in which you can avoid a monthly maintenance fee.    To avoid the Monthly Maintenance Fee of $9.99 the account must maintain an average daily balance of $1,500.00 or the following qualifying payment transactions must be conducted within each statement period:   ATM Withdrawals Withdrawals and Payments made in our branches Payments made using Online Banking Service Debit Card Purchases Checks paid from your account Automatic electronic payments to a third party   It is my hope that this correspondence satisfactorily and fully resolves your concerns.  Should you require additional assistance, please contact me at ###-###-####.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: My 16 year old Daughter and I opened a checking account at Citizens Bank in Newport, RI with the help of a bank manager. My Daughter was able to use the banking services on her own to deposit and withdraw money (in person with a teller). The first issue was when the debit card never arrived in the mail after 3 weeks. The bank was notified and a card sent; however, unusable because a pin was never received. As a Mom, I figured I would not pursue this issue because physically going into the bank would help my Daughter to gain responsibility and not be able to withdraw anytime, anywhere...etc. My Daughter was going to NY to school and I decided it would be best to move her money into my bank because Citizens charges fees if proper requirements are not met, we had not closed the account at that time. When in NY my Daughter found a Citizens bank in Herkimer, NY and we decided to put the money back into the Citizens account so she could access it. The money has been in the account for several weeks, and today, 10/13/2012, she went into the bank to withdraw the money and was told she could not withdraw money from the account, that I (Mom) would have to be present to withdraw funds. I spoke with the teller **** over the phone ,who then told me that she is not 17 years old and could not withdraw the funds, also that this was not the proper account to have if our plans were for her to be able to withdraw on her own. My Daughter has withdrawn money, on her own, from this account several times in RI at different locations, by herself at 16 years of age with a picture ID. Now, when I am not able to accompany her (being in a different state), she is denied her own money. Due to this, I then went to the Citizens Stop & Shop location in Smithfield RI to withdraw the funds and close the account; I explained the situation and this teller did not know why this could be, he said possibly the rules are different in NY....Really? Because this is Citizens Bank! The entire reason we chose this bank...accessability and the promotion of Student Banking! I withdrew the funds and asked to have the account closed; after giving me the money I asked the teller if I had to sign somewhere to ensure the account was closed and he said "No, the account at a zero balance will close automatically" my next question was, will there be fees with a zero balance if it doesn't close within the statement period? He said "No, it will close in about three days." OK, so now with my daughter needing the money today (to buy a car), My only option is to pay to have it wired...Over a hundred dollars! Now I am completely frustrated and call customer service to find out why are we experiencing such inconvenience and frustration when all we wanted was to have a bank account for my Daughter to be more independent and learn responsibility...Not a great experience so far for a first time banker. Customer service also cannot explain why my Daughter could not withdraw money from the Herkimer NY branch, since she had been able to several times before in RI, but says it may have been the banks discretion...Again I am frustrated because NOONE knows what's going on!!! Then I explained about closing the account, she then tells me she should go ahead and close the account formally while I am on the phone so I do not incur any fees due to the zero balance and leaving it that way can take a while to close itself out due to inactivity!!!! A few lines back I explained how the teller explained it would only take a couple days...no need to worry about fees! So now the account is closed, (hopefully) and we will NOT be using this bank in the future. My/our frustration is that since the opening of the account we were not given accurate information; frustration with the debit card and pin; then to top it all off the frustration of money being withheld due to misinformation and employees not being trained to know the the rules/laws/policies of the company they work for.

Desired Settlement: The desired outcome is for young adults and students coming into the banking world (which is going to happen to all), without such a negative experience such as the one my Daughter is experiencing right now. The information for students, especially going to school in other states should be priority, if the rules change from state to state in the banking world. Employees should be well trained and knowledgeable of their company policy and procedures.

Business Response: I am writing in response to your letter dated October 15, 2012, addressed to the Better Business Bureau, regarding the above referenced account.   We want to provide our customers with the best possible service, and when they feel that it has failed to meet their expectations it is important for us to know.  We sincerely appreciate you bring your concerns to our attention; please be assured, I have thoroughly documented your concerns.   Feedback such as yours provides us with the opportunity to re-examine our procedures, make changes where necessary and continually strive for increased customer satisfaction   I apologize that you and your daughter were inconvenienced and provided with incorrect information regarding the withdrawal of funds from your joint account.  We are working hard to streamline our branches so that any branch, regardless of location, will be able to provide our customers with the same accurate information.   I hope this information clarifies your concerns.  Thank you for taking the time to express your thoughts and for providing us with the opportunity to respond   If you have any further questions or concerns, please contact me at ###-###-####.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: I been a customer of this bank for over 10 years. With the economy and the way things have been going its been an up hill battle at the moment. I have a ****** account that i had money pending and all i did was return a charge back to a client now rather then take it from the pending charges the client already sent they took it out of my bank account. It was overdrawn $13.46 because of the $95 dollar fee ****** took out of the account. They charged me $111.00, $37.00, $6.99 in fees. Granted they returned the 37, 6.99 fee back to my account but the $111.00 is out right crazy for a 13.46 overcharge. I know in the past i signed up for overdraft protection plus on top of that they charge me $9.99 monthly service charge just to be lucky to have my account with them . I need help with this problem because if i was to walk into citizens and ask them for money i would go to jail and they are stealing mine! They wanted me to say ****** like did it fradulent charge but im sure it was a mistake and i have heard an email back from them and i wrote to them days ago. People, Banks, we all make mistakes.

Desired Settlement: Refund the charges. And if i can't have a normal fee of $25-$50 for overdraft then apparently my business for over 10 years wasn't appreciated.

Business Response: Please note: Hardcopy response mailed to customer on 10/15/12.

October 15, 2012
 
Mr. ****** ********
RE: Checking Account Number **********
 
Dear Mr. ********:
 
I am writing in response to our telephone conversation of October 15, 2012, regarding your inquiry forwarded to our office from the Better Business Bureau (BBB).
 
At Citizens Bank, we consistently strive for the highest standard in serving our customers’ needs.  Toward that end, we also make every effort to meet or exceed our customers’ expectations in providing a timely resolution to their concerns. 
During our telephone conversation, we discussed the overdraft fees that were assessed to the above referenced account.  You stated that you had spoken to a representative from PayPal in regards to unauthorized charges that posted to your account.   I advised you that in the interest of good customer relations, rebates totaling $164.98 were credited to your checking account.
 
We appreciate the time you took to express your concerns and for allowing us the opportunity to respond.  If you have any further questions or concerns, please contact me at ************.
 
Sincerely,  
***** *****
Office of the Chairman, Executive Service Advocate
 
Enclosures
CC:  Better Business Bureau
        BBB Case Number:  *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

X

Additional Notes

Complaint: I initiated refinance for my home mortgage early August, 2012. I have a Home Equity Loan of Credit account with CharterOne (Account number : **************) . The new lender ***** ***** requested a subordination notice from CharterOne. So my refinance broke faxed the request to CharterOne on Aug 8th, 2012, along with $200 check as processing fee. At the time, CharterOne told my broke that it would take 2 weeks maximum for them to finish it. After 2 weeks, there were no response from them. All the refinance processes were holding by the subordination. Both my broker and me called CharterOne for followup. They said it's still under processing. We waited for another week, by which, my locked rate were going to be expired, my broker has to extend the locked rate. We didn't get the subordination notice until Sep 7th, 2012 which was almost 4 weeks later. During the closing, my broker found that CharterOne didn't provide correct Credit Line in the subordination notice. So she have to submit another request to CharterOne to fix it on Sep 12th. After that, she made so many phone calls , and I make so many phone calls to request CharterOne to fix the error and send a corrected Subordination notice back. Each time, the customer representative says that it's under processing. I repeatedly request that "please put in priority rush, since ***** ***** couldn't close the refinance without the correct subordination notice". So far, we have not got the notice yet. My broker called this morning (Oct 12, 2012) and got the answer it's that CharterOne requested $75 correction fee for that.. What a ridiculous request? Why should customer pay for CharterOne's own fault? As a customer, I'm so frustrated with CharterOne. They charge fees for everything, but don't do their job. BBB, Please help me.

Desired Settlement: 1. Send correct subordination notice to my broker (Fax ************) 2. Refund the $200 processing fee (CharterOne didn't do their job. Should not get the processing fee).

Business Response: Please note: Hardcopy response mailed to customer on 10/16/12.

October 16, 2012
 
******** **** 
RE: Subordination Issues
 
Dear ******** ****:
 
I am writing in response to your letter dated October 12, 2012, addressed to the Better Business Bureau, regarding the above referenced account.  I apologize for the frustration that the subordination process has caused you; please know that it is not our intention to cause our customers undue frustration.
 
Our records indicate that we received the subordination request on August 20, 2012.  On August 23, 2012, we attempted to complete the request but required additional documentation.  We received the missing documentation on August 24, 2012.  Once additional information is requested, we must restart the subordination process.
 
There was a miscommunication between the telephone representative you spoke with on September 19, 2012, and the Subordination Department; I sincerely apologize for any inconvenience that has caused you.
 
In order to change the amount of the new first mortgage, we need the following:

Typed coversheet with the new first mortgage amount.
1003 Form.
Either a Good Faith Estimate or HUD 1 signed by you or a Commitment Letter with the new first mortgage amount.
 
We are waiving the $75.00 fee as you requested, however; we respectfully decline your request for the reimbursement of the initial $200.00 processing fee.
 
I hope this information clarifies your concerns.  Thank you for taking the time to express your thoughts and for providing us with the opportunity to respond.  If you have any further questions or concerns, please contact me at ************.
 
Sincerely,
******* ********
Office of the Chairman
Executive Services Advocate
 
CC: Better Business Bureau Case # *******

Consumer Response: 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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

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Additional Notes

Complaint: I had a rather upsetting experience on Friday May 18th, 2012 that I need to relay involving your new ATM machines and the unresponsive banking staff at your Copley Square Branch. I went into the branch that afternoon and made a deposit using your new ATM machine capable of accepting check deposits without an envelope. It was not my first experience with this type of machine but it was my first with the machine at this location. I deposited a check in the amount of $11862.11. I put the check into the machine and the screen read that I had made a deposit of $1862.11! I thought I had misread it but as you’ll see on the enclosed AtM deposit slip (i’ve also included my check stub so you can see I did, indeed, deposit a check in the amount of $11862.11) only $1862.11 was deposited. I was frantic. I walked into the bank and saw that both of your customer service reps (at desks) were with customers. I went to the teller at the window. At first she didn’t get what I was saying at all, only confirming that $1862.11 had been deposited. she then called over ***** **** , the Teller Manager. ***** listened to what happened, referred to a man in a suit who she happened to be galking with behind the glass, made a copy of my ATM slip and said I would see the $10,000 in two to three days and she would call me. She never apologized, she did not explain how or why it happened and she did not give me her business card. I naively I guess, thought she or someone else would go to the back of the ATM machine and simply retrieve the check and remedy the situation. Silly me. No such luck. In fact, ***** did not even tell me her name, I had to return to the bank to find out and get her business card. Two days later, nothing from *****. So I called her later that morning (5/22). Mind you, I had now gone the entire weekend without my $10,000. When I got ***** on the phone, she told me I would received the money by Friday, three days later. Again, she did not apologize. She did not seem interested at all. Perhaps I had to be a customer who frequented the Copley Square branch to get a little more attention? On Friday (5/25), I still had not heard from *****. she actually never called me during this entire ordeal which begs the question, who do I have to be to get the proper response from my own bank? How much money has to go missing since, apparently, $10,000 is not enough? That same day I decided to go to my own branch in Kenmore Square where I had first opened my account. There I encountered ****** ****. The first thing ****** did was something no one had done up until that point. She apologized. Then she jumped right on the phone and called ***** directly. She made several other calls as I sat there, insuring me that she would get to the bottom of the matter and I would have my money as soon as possible. By the end of the day on the 25th (not the 24th as incorrectly listed on the cold error letter (again, no apology) from your Electronic Banking Operations center) I finally had my $10,000 back. In addition, I received a follow up phone call from ****** saying the money was there and asking if there was anything else she could do. Until ******’s involvement, I did not experience “good citizenship” from Citizens Bank. To make a deposit at your ATM and have your machine read it incorrectly and have it take 7 days for me to get my money (my own money that I worked hard for) and then, on top of it, to never received a phone call from someone at the Copley Branch where it occurred or an apology at all? I am absolutely shocked. Upon my next visit to the Kenmore Square bank, I asked **** ***** at the Kenmore BU branch (****** was not available there that day) if I might be afforded the opportunity to received a paper bank statement without paying the $3/month for it in exchange for the inconvenience I experienced. I thought Citizens giving me a year or even six months of paper statements without being charged $3 a month would be a small price for your bank to pay. Certainly I’m not going paperless now with what just happened to me. I need all the hard evidence I can get. **** informed me that the paper statement fee is a completely different and separate business and Citizens has no way of removing or altering this fee. Really? I was not pleased. But, at the end of my visit, **** did take the opportunity to apologize on behalf of the bank for what had happened to me. I’m sure I don’t have to remind you that there’s a recession going on. I’m sure I don’t have to bring up the fact that people are frustrated with the banking industry and fleeing these traditional behemoths for much less than what happened to me. But perhaps I do need to remind you that the simple act of someone returning a phone call: apologizing; making some calls on my behalf and investigating a matter that was not my fault still has power

Desired Settlement: It has taken me a long time to write this letter because even doing so now I am completely upset and exhausted having to relive this experience. There were opportunities to prevent my level of irritation from escalating at every turn. Perhaps I’m not important enough. point taken. I shall now actively be searching for another institution that will treat me and my money with more respect. You should know the only reason why I did not withdraw all of my money immediately or even now is ****** ****. She listened to me, she understood and she did something about the problem. By the way, you might want to check on the efficiency of your new ATM’s. if I can avoid using them from now up until I find a more suitable bank and close out my accounts at Citizens Bank, I will

Business Response: Please note: Hardcopy response mailed to customer on 10/4/12.

October 4, 2012

****** * *****
Re: ATM Deposit Dispute/Branch Concerns
 
Dear Ms. *****:
 
I am writing in response to your letter we received on October 2, 2012, regarding the above referenced issues.
 
At Citizens Bank, we strive to provide our customers with the financial products and services that best meet their needs.  Toward that end, we also make every effort to meet or exceed our customers’ expectations in providing a timely resolution to their concerns.  Please accept our sincere apology for any inconvenience or frustration you experienced as a result of this matter.  Citizens Bank wants to assure you that your concerns have been taken seriously.  Feedback such as yours provides us with the opportunity to re-examine our procedures, make changes where necessary and continually strive for increased customer satisfaction.
 
This incident was referred to ***** ******, Vice President and Branch Manager of our Copley Square Office, for his review and reply.  Mr. ****** stated he was aware of the situation as he was the "man in the suit" that was behind the teller line with the Teller Manager, ***** ****. 
 
He stated that Ms. **** did explain to you that they could not simply just open the ATM and retrieve the check as you requested.  The only option at that point was to file a claim, which Ms. **** did that day.  In addition, you were advised at that time that this process could take 3-5 business days to complete and have your account credited.  We regret if you feel Ms. **** was not sympathetic as we try to keep customers at the heart of everything we do. 
 
Our records confirm the deposit in question took place on May 18, 2012 and the additional $10,000.00 due to you was credited on May 24, 2012.  Mr. ****** stated he has taken the necessary steps at the branch to ensure your type of experience does not take place again in the future.
 
It is always a pleasure to hear a compliment regarding a member of our Citizens staff.  ****** **** is a good example of our commitment to excellence in service delivery.  Be assured that ****** will be made aware of your appreciation of her professional manner and excellent service she provided.  We will forward your comments to her Manager, for her employee file.  
 
We appreciate the time you took to express your thoughts and for providing us the opportunity to respond.  Should you have any additional questions, please do not hesitate to contact me at ************.
 
Sincerely,
***** *****
Office of the Chairman
Executive Services Senior Advocate  
 
CC: Better Business Bureau – Case# *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved