Citizens Financial Group, Inc.

Tell us why here...?We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to the customer's inquiry.Please note that we are presently working to resolve this matter and will follwith the customer directlyA detailed response will be
communicated to the customer by way of telephone or letterIn the interest of protecting our customer's privacy, we are unable to provide you with any additional details in this matter. Please let us know if we can be of any further assistance. Sincerely, Office of the Chairman

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
[This is the second time for me to repeat that Citizen Bank has never responded to us as they promised since we filed our initial complaintWe need their prompt response to the specific questions and requests we put in the initial complaint]
Regards,
*** **

We are in receipt of the rebuttal complaint for the customer referenced below and welcome the opportunity to respond to our customer's additional concerns.Our response is in the final stages of approvalWe will be providing a detailed resolution to Mr*** by way of letter as soon as possible Sincerely,Office of the ChairmanCitizens Bank

We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiryPlease note that we have fully addressed this matter directly with Mr*** on December 22, 2015. A detailed response has been communicated to the
customer by way of telephoneIn the interest of protecting our customer's privacy, we are unable to provide you with any additional details in this matter.Please let us know if we can be of any further assistance.Sincerely,Office of the Chairman

We
are in receipt of the complaint for the customer referenced below and welcome
the opportunity to respond to our customer's inquiryPlease be assured that we are working to resolve this matter as
quickly as possible. A detailed response will be communicated directly to Mr
*** by way of telephone or letterThis message is merely an
interim response until our research is completedIn the interest of protecting our customer's privacy, we are unable to provide
you with any additional details in this matter Sincerely, Office of the Chairman

Please note that we have fully addressed this matter directly with Ms*** on August 28, via mailWe have included a copy of our response letter here for Ms***’s conveniencePlease let us know if we can be of any further assistance, Sincerely, Office of the Chairman Citizens Bank

On 4/10/I started mortgage application with Citizens bank to refinance my house which I bought back in as a single-family houseThe loan officer, *** ***, handled the processPer the application processer request I submitted all necessary documents to the bank Then, the bank Pre approved my house for $187,500.00.(LTV) following this step, I was given appointment to have the house appraisedThe appraiser came and saw the house; as he was viewing, he told me that the loan application states a single-family house, but the house had two family housesHe reported his statement to the bankOn the next day I received a call from the loan office, *** *** who stated that, per the appraiser’s information, the house is structured as a two-family houseHe asked me if there was documentation for a two-family houseI explained to *** *** that we bought the house with the current structure (same way as it was built in 1927) as a single family houseWe also applied for refinancing in the pastThe previous bank that worked with us also processed it as a single family house*** *** replied, that the loan process would proceed either as a single-family or double, without problemThen, on 5/17/17, I received letter of approval of the loan application; a letter of congratulation which I accepted, signed it and sent backThen, on 5/26/17, *** *** sent me the following email: “This is what the appraiser stated would need to be done so the home quality’s as a single family, the document you sent me also listed it as one unitThe way it is set up now it is considered to have an illegal second unitthe home would need to be remodeled so that the first and second levels were accessible to each otherThe second oven would also need to be removedThe second kitchen would also be an item of concern as it would not be typical for the market area” On 5/30/I informed *** *** that the previous bank verified the house based on the information it received from Baltimore County Zoning Department: "If the property was a family home prior to 1955, then it is ‘grandfathered in’ and nothing needs to happen”*** *** took days and replied on 6/15/stating that there was nothing that could be done until the property was made legalOn 6/19/17, *** *** asked me what I was thinking about the applicationI clarified to him that I would not demolish any part from the structure of the houseIn this house from basement to 2nd floor, everything was as originally madeI stated *** *** that if the bank could not proceed with the processing of the loan, they could please refund me the $that I paid for appraisal and processingHe replied, they will refund me by deducting the transportation cost of the appraiserOn 6/20/17, I put the same refund request in writing, by emailing *** *** On 7/10/17, *** *** replied back stating the bank could not refund meWith this same email, he attached the appraisal report mentioning that the appraiser has put effort for preparationThe same day, (7/10/17) I explained my disappointment in detail to *** *** by email and told him that I would complain about his handlingOn 7/13/*** *** replied stating that they would find a way to process the loan, and that he would call me the following dayWhen he called on the next day I told him that since the loan process had ended in unhappy way, I have initiated loan application with another bankFinally He informed me that they will not refund the money back that I paid forAt this point I decided to write complain to Revdex.comIt was such a lengthy loan processing that I have never experienced beforeI wasted my valuable time, mind and effort, which I would have invested fruitfully elsewhere to promote my businessAfter all that, *** *** changed his mind telling me that I could not be refunded.I am requesting the bank to refund me the money that I paid ($755)

Please note that we have fully addressed this matter directly with Ms*** on November 4, 2016. A detailed response has been communicated by way of letter and by telephoneIn the interest of protecting our customer's privacy, we are unable to provide you with any additional details in this matter.Sincerely,Office of the ChairmanCitizens Bank

We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry.As communicated via telephone to Ms*** on September 20, 2017, we are still researching her concerns.A detailed response will be provided to our customer by way of
telephone or letter.This message is merely an interim response until our research is completed.Sincerely,Office of the ChairmanCitizens Bank

This is not a duplicate complaint! Citizens Bank has canceled my credit card, blocked my access to my online account, and did not want to unblock the card or my online access - even after providing them with all the verification information that includes: name, address, phone number, email, secret
answers, social security, and security code that was sent to my cellphoneThey claimed that the only methods available to unblock my account was to send a fax with my ID, or walk into a branchFor the first option, they forgot that it is the year of - not 1900s, no email option, no social media optionsWhen I walked into a branch - they employees claimed they cannot do anything - as the credit card branch is a whole different company all togetherAfter yelling at them, they called the credit card branch, and eventually got my account unblockedThe issue here is that I needed to change my address, but they did not allow me access to my online account to do soThey did not want to change the address over the phoneAs a result of that I did not receive my billing statement, and was not able to see it online as wellThey have done so in order to place late-fee charges on my account, as well as interest charge feesThe office of the chairman has contacted me three times, stating they will fix the issue, and yet - nothing has changesThe fees were still chargedThey have refunded the late-payment fee, but not the interest charge fee.Desired Outcome: Refund the interest charge of $

We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to the customer's inquiryPlease note that we are presently working to resolve this matter and will follwith the customer directlyA detailed response will be communicated to the
customer by way of telephone or letterIn the interest of protecting our customer's privacy, we are unable to provide you with any additional details in this matterPlease let us know if we can be of any further assistanceSincerely, Office of the Chairman

Revdex.com:
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 # ***
They have yet to get back with me on this issue
Regards,
*** ***

We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiryAs communicated via telephone to Ms*** on June 16, 2016, we are still researching her concernsA detailed response will be provided to our customer by way of
telephone or letter once our research is completedIn the interest of protecting our customer's privacy, we are unable to provide you with any additional details in this matterThank you, Office of the Chairman Citizens Bank

Revdex.com: They were notified on Feb 21,2018, today is March 31,2018, How long does it take to listen to a 2recored call ? This is trick to delay the issueWhat I want is someone from the CEO's office to contact me, not some escalations operatordays ?
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 # ***
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
The business provided me with no meaningful process to refute the business' unilateral decision to close my account which I have maintained responsiblyAccording to the letter which I received well behind schedule, because my account had not been used for just three months, it was closed.This is an outrageI received no warning. I demand to speak with somebodyInstead, Citizens Bank is playing phone tag and left me just one messageWhen I call to speak with somebody, it goes absolutely nowhereLet me speak with a higher level of service immediately
Regards,
*** ***

Tell us why here...We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to the customer's inquiry.Please note that we have fully addressed this matter directly with Ms*** on September 28, 2015. A detailed response with enclosures has been communicated to the customer by way of letter Please allow to business days for delivery of the letterIf the letter is not received within the allotted time the customer may contact the advocate handling their concern directly for additional support. In the interest of protecting our customer's privacy, we are unable to provide you with any additional details in this matter. Please let us know if we can be of any further assistance. Sincerely, Office of the Chairman

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiryPlease note that we have fully addressed this matter directly with Ms*** on July 31, A detailed response has been communicated to our customer by way of
telephonePlease let us know if we can be of any further assistance Sincerely, Office of the Chairman Citizens Bank

We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry.Please be assured that we are working to resolve this matter as quickly as possible. A detailed response will be communicated directly to Mr*** by way
of telephone or letter.This message is merely an interim response until our research is completed. Sincerely,Office of the ChairmanCitizens Bank

We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiryPlease be assured that we are working to resolve this matter as quickly as possible. A detailed response will be communicated directly to Ms
*** by way of telephone or letterThis message is merely an interim response until our research is completedIn the interest of protecting our customer's privacy, we are unable to provide you with any additional details in this matter Sincerely, Office of the Chairman