Citizens Bank, National Association Corporate

Complaint ID: 7062762

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Subissue: Deposits and withdrawals

Company: CITIZENS FINANCIAL GROUP, INC.

Complaint: On XX/XX/23 We were contacted by the Delaware State Police ( Corporal Cavannah ) and informed that someone had tried to access our account ( twice ) on that day to withdraw {$6500.00} and {$7200.00} at two different Citizens Bank branches in that State. They did so by using a fake ID in my husbands name ( XXXX XXXX ) Using Citizens protocol they were able to determine that he was not my Husband ( the joint account holder ) and upon the second attempt, the police were called and this man was arrested and charged with ( 7 ) felonies. We immediately checked our account and found that {$6500.00} was withdrawn from a Citizens Bank in XXXX XXXX NJ on XX/XX/23. This was not the accounting holders and took place in another state as we live and bank in XXXX We immediately informed Citizens Bank of this and asked that they told us that they would note the account add additional security to our account and connected us with their Fraud Department who took the rest of the information and told us to contact our XXXX XXXX on Monday XX/XX/23 and to close that account and open another checking account. On XX/XX/23 We also then filed a police report at the behest of the Delaware XXXX Police. On XX/XX/23 at XXXX am I received a call from Citizens Bank in XXXX NJ ( XXXX - XXXX XXXX she informed me that someone had also tried to withdrawal funds from their bank using the same ID but that following Citizens protocol this person was refused ( He did not know basic information about the account holder ) they were able to look on their outside camera and see this person getting into a truck with the wrong tag number and recognized the truck from previous efforts to access other accounts at the bank. They noted this information in the system. At XXXX am I again checked my balance and immediately saw that there was another {$15000.00} missing from our account. I immediately spoke with our local branch ( XXXX XXXX PA - XXXX ) and he was able to see that this was a wire transfer attempt through the ACH system and he was able to put a an immediate hold on the transfer and pull the transaction back. Our Account was put on hold until we could get into the bank that day. By Early afternoon we had filed a separate report with our local police department ( XXXX XXXX PA ) and opened a new Checking and savings account with Citizens. However, we were told while these two issues were pending ( the {$6500.00} theft and {$15000.00} attempted theft ) we would not be able to close the original checking account. Instead, they were going to put the account on hold. We also spoke with XXXX XXXX of the Delaware State Police and she reported the additional attempted theft and theft to the Delaware XXXX. Since that time we received a total of XXXX letter the week of XX/XX/23, one asking us to provide a written complaint for the theft of the {$6500.00}, one erroneously claiming that the {$15000.00} attempted wire FROM our account was somehow a DEPOSIT issue ( giving them the right to hold that {$15000.00} until the beginning of XXXX and one letting us know they were investigating the matter. None of these letters gave us a contact person or investigators name. None of the money has been returned to the account at any time. The hold on that account has been lifted twice ( they told us that they can only hold the account a certain amount of days ( they never tell us it is lifted, leaving us to check every day and request it be attached again ) .Despite 29 subsequent calls, we have not been given a single piece of information about the investigation or when our money will be returned to our account. Despite 6 additional calls to our local branch they are not able to provide us with any additional information. We have never been contacted by an investigator or any person from the bank. It has now been 55 days since the {$6500.00} was stolen from the bank in Mt XXXX NJ and we have never been contacted by the State Police or Citizens about this issue. It has been 53 days since the {$15000.00} was NOT taken from the bank because WE caught the issue and had it stopped, and we still have not had that money returned to our account although Citizens does have access to OUR money. We have the continued concern that this now compromised account ( that we can not close ) is a springboard to our other accounts and the ONLY protection from this is the same security that failed to protect our funds in the first place. We really need help to address this issue. Please let us know if you need account statements or other identifying information. Under the circumstances, we didnt want to include them in a preliminary complaint, but will be happy to provide them upon request and under separate cover. Thanks

Company Response: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A

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Complaint ID: 7062678

Product: Mortgage

Sub-Product: Conventional home mortgage

Issue: Struggling to pay mortgage

Subissue:

Company: CITIZENS FINANCIAL GROUP, INC.

Complaint: XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX XX/XX/XXXX To Whom it may concern, I would like to initiate a formal complaint against Citizens Bank Inc. for their predatory banking practices and failure to comply with Federal Banking under the COVID19 Cares Act. Around XXXX of XXXX I began experiencing financial hardships due to XXXX, my wife and myself had multiple XXXX health issues, numerous incidences of XXXX and vaccine related injuries, my company reduced overtime, record inflation occurred, and we had tenants that could not pay rent. We made the difficult decision to explore XXXX Forbearance and contacted Citizens around XXXX of XXXX for advice. We spoke to them and learned we could use the forbearance program offered under the cares act. We accepted and were told that we would have 18 months and at the conclusion we would have the opportunity for a loan modification and loan rehabilitation. Well, we had no idea of the nightmare awaiting us. In the beginning we were told the program was 18 months, I never got anything in writing, Loss Mitigation told me not worry, many people were facing financial hardship and the laws were strong on this. Soon after I found out this was misinformation, in fact I frequently had to check in and extend the forbearance every three months. I routinely contacted Loss Mitigation as instructed ad did what they instructed me to do. The real trouble started in XXXX of XXXX when I was informed that my forbearance was in fact terminated as the Cares Act Laws had changed. Well, I was a little freaked out now, what do I do now? For the record I was told all the conversations would be taped, apparently not, more on that later. I spoke with a XXXX in Loss Mitigation on XX/XX/XXXX, she had told me that there was a computer transition error and that my forbearance was not extended but not to worry, she spoke to her supervisor and that it would taken care of and to call back next month. I called next moth and spoke to XXXX and was told to start the Loan Modification process. I started the process and by the time every was ready to go, I made payment XXXX in XXXX, payment XXXX in XXXX. Later in XXXX I was told my XXXX was too high to get approved and that I needed to pay down debt or show more income. I submitted additional income sources as was requested which subsequently caused the application to fail as these income sources were not disclosed at the beginning. I spoke with XXXX on XX/XX/XXXX and XXXX on XX/XX/XXXX and was told a new package would be sent to me to reapply for a loan modification. Making matters worse when the loan mod is not under review, I was not allowed to make payments. No loan repayments were made in XXXX due to this factor, I made a repayment in XX/XX/XXXX. Sometime around XXXX I made the decision to sell our house and try to downsize our mortgage commitment and trade into more affordable home that we could afford and that would not rely on tenant income. To my surprise we received a generous offer which we accepted. I found a home in XXXX XXXX which fit our criteria. I let Citizens know we were in the process and have continued to reapply for loan modification. During this this I also lodged a formal complaint with Citizen Office of the Chairman and have been working with underwriter, XXXX XXXX on the loan modification. I made an additional payment # XXXX in XXXX of XXXX. I stopped repaying as we are in contract and I as far as I know I am not required to repay while my loan is being considered for a loan modification and we are closing in less than one month. In closing we feel treated terribly and would like to discuss this matter with someone from the CFPB at your earliest convenience. There is much more to this matter that needs additional discussion. Additionally, all the customer support was very poor quality, in my opinion they seemed to be of extremely poor quality and barely spoke English in many cases, frequently gave incorrect and damaging information that hurt my case. Looking forward to speaking with you and resolving this matter with Citizens Bank. Best Regards, XXXX XXXX

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

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Complaint ID: 7062458

Product: Checking or savings account

Sub-Product: Checking account

Issue: Opening an account

Subissue: Account opened as a result of fraud

Company: CITIZENS FINANCIAL GROUP, INC.

Complaint: Received emails from Citizens Bank on XX/XX/2023 about a new Checking and Savings account opened in my name. I have never had an account with this bank.

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

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