Citizens Bank will rebate late fees caused by technical issue with automatic bill pay

Some Citizens Bank customers who use the bank’s automatic bill pay feature are learning their bills aren’t actually being paid.

The bank tells NBC 10 News it recently experienced a “technical issue” involving the auto pay system.

Payments that were made using auto pay may have been returned without customers’ knowledge.

Some customers are now receiving late fees and default notifications from third party bill providers because of the bank’s technical glitch.

Citizens says it’s reaching out to impacted customers and rebating late fees.

“Due to a technical issue, some Citizens’ customers recently experienced returned payments that were previously initiated, which may have resulted in late fees,” says Michelle King Savio, head of Consumer Banking Communications for Citizens Bank. “We are proactively reaching out to impacted customers to ensure they are informed and supported, and we are working swiftly to resolve the issue.”

The statement goes on to say, “We apologize for any inconvenience this disruption may have caused and are fully committed to rebating any fees incurred. We are taking steps to prevent this type of issue from recurring and remain focused on delivering a seamless and reliable experience for all our customers.”

Because this can impact a person’s credit score, Citizen’s Bank customers should check the status of any bills on auto pay.