Consumer complaint received 2019-06-03
Company: CITIZENS FINANCIAL GROUP, INC.
State: FL
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Charged fees or interest you didn't expect

Complaint:
As a customer of Citizens bank, I have had an issue relating to an overdraft line of credit and an outstanding balance that I was not made aware of for over 4 years. Citizen 's bank apparently has a history of class action lawsuits against such a matter and I would really appreciate someone's assistance with this serious matter. 

To briefly summarize the circumstances ; I have been banking with Citizens since my XXXX studies in XXXX at XXXXXX/XX/XXXX in XXXX. Ive visited the bank very often to make sure my account is in good standing. Im always assured, yes, all is okay, etc etc. by the local branch managers and anyone I speak with on the phone. I receive bank statements in the mail - and everything looks OK, as does my online portal. 

Well, much to my dismay and to a huge surprise, I noticed a 51 point drop in my credit score from Citizens in the month of XX/XX/XXXX for a {$1700.00} charge. VERY confused, I called my branch manager. He along with a colleague of his, ran my social security number, and assured me I had no loans associated with my name, my balance is {$0.00}, etc. They said my account is in good standing and to not worry. Well, I said, obviously something is going on - please investigate immediately. This was then raised to the Chairmans Office. 

It turns out, since XXXX of XXXX, Citizens has been pulling from an overdraft line of credit - that I wasnt aware of nor have I been contacted over through email, phone, my online portal, or printed mail statements. Apparently, when I first joined the bank, I agreed to this line of credit. I, however, did not agree to unfaithful business practices with Citizen 's and not being made aware of the fees due for the past several years. 

Trust me, I would have paid the overdraft charges, had I known, and would not have succumb to the monthly interest rates and charges, all unknowable to me. 

For further information and some of the most prevalent points per this matter ; 1 ) I have not once received any mail explaining the {$1700.00} overdraft charge and counting. This has been accruing for the past 4+ years, and while I always receive Citizens mail, this 'overdraft ' charge has never been included yet the fees and interest have continued to compound year after year. I have recent mail from Citizens to demonstrate this and included this within my complaint. The Office of the Chairman 's verbal response was, 'you should have known better. ' Once again, my phone number and address have always been kept up to date - and it is not my fault that they did not update my email address within their system or contact me through the online portal, mail, or phone, which I have always been reachable via. 

2 ) Interest and fees, have been piling on for YEARS as a result of a somewhat minimal initial overdraft charge - and again, this issue would not have ever been brought to my attention had I not checked my credit score by coincidence myself. Otherwise, this problem would have probably persisted for years. I'm grateful I had checked my credit score myself recently. 

No one at the Citizens bank branch in XXXX ( XXXX zip code + phone calls ) noticed or made me aware of this apparently accruing overdraft line either. If Citizen 's Bank EMPLOYEES dont know about it, and they WORK at Citizens, how can I be expected to? Blame has been put on me, however. 

XXXX ) I asked the Chairmans office to provide me the information relating to what caused the initial overdraft charge and how many fees, interest, etc. Citizens has charged as a result. The representative advised me I had to go through all 4+ years of statements myself - because that wasnt her responsibility nor does she have the time. 

From my initial calculations, it appears almost the entirety of this sum is an accumulation of charges from Citizenss itself - and my initial overdraft fee is negligible. 

And to be clear, I have NEVER seen this information before NOR is it made evident on my online banking portal. I also have not received any email statements. 

4 ) Due diligence has clearly not been made by Citizen 's to contact me. This charge unbeknownst to me, and apparently even Citizens bank, since XXXX. 

I have been involved in conversations with my branch manager at Citizens bank ( who has been responsive and kind ), and a representative from the Office of the Chairman ( not helpful in recognizing the problem XXXX since XX/XX/XXXX. I also tried to email XXXX XXXX, VP of XXXX XX/XX/XXXX, on XX/XX/XXXX and received no response. 

On XX/XX/XXXX, I met with my branch manager in person in XXXX, PA - and had no choice but to pay this line of credit off in order to prevent it from hitting my credit score any further, and have closed my account. 

I am now in the process of complaining to additional financial institutions as there has clearly been a huge deceitful activity from Citizens as they did not make any, whatsoever, sufficient attempt to contact me regarding the charges over the four years. 

My bank manager has also written a letter supporting this matter - as this information was not visible to himself either. Please accept this letter as support. I have also included screen shots of a recent letter, again, not explaining this nearly XXXX charge and no messages within my online Citizen 's portal. 

This case has not been resolved and I would sincerely appreciate your help in this matter, and helping make me whole again - both financially and in regards to my credit.

Company response to consumer: Closed with monetary relief