Product: Checking or savings account

Citizens Bank the week of XX/XX/XXXX didnt unauthorized withdraw from our bank account of {$310.00}. My husband spoke with them two days later and asked them why they had done an unauthorized withdraw from our account. Citizens bank claimed that it was them paying off themselves with a partial payment when they do not accept partial payments, which doesnt make any sense and they told my husband that they would investigate it and get back to him. They never got back to him, so my husband called them about a week later they didnt have any answers for him. Then they call a month later on XX/XX/XXXX asking if we had received the {$310.00} check that they supposedly mailed to us on XX/XX/XXXX. And my husband said that he check the mail and all of our mail every day and we never got anything except a notice from them stating that we owe them for XXXX and we had already had our mortgage payment scheduled for the month of XXXX. They said it should be coming in to watch for it now its absolutely ridiculous that it would take more than 30 days for a check to come in the mail. I have spoken with seven different customer agents and two incompetent supervisors and one that spoke to me like I was an incompetent five-year-old. and they gave me excuses like dont know where the other check is. Its not our fault because once we put it in the mail, theres nothing we can do. It is their responsibility because theyre the ones that took the money out of our account unauthorized thats their fault so its their responsibility to make sure that the money gets to us, and they gave the excuse that they dont do tracking numbers and they said the only thing that they could do was to send another check at some point and we should receive it within 30 days and they couldnt give me a definite on when it would be mailed, the one customer service agent told me that they could do a rush order on it and then it should be shipped within the next two days and then it would take 7 to 10 business days and the 7 to 10 business days was up last week. and the supervisor that I spoke with told me that she couldnt give me a definite and that there was nothing they could do because it wasnt fair to the people that were ahead of us, waiting in line to get their money, but they didnt unauthorized withdraw from our account so this is XXXX. Its funny how when they want their money, hounding us and calling us and sending us constant notices and weve been doing our best to make sure that we stay current with all of our house payments and they wan na XXXX around and not give us our money back which is XXXX. I have already filed a complaint with the Better Business Bureau, and they have not yet responded to the Better Business Bureau and the only thing they have done is have some person from their office of customer service, which is basically way of trying to just shove you off because they dont XXXX na do their actual job and theyre at fault and so that they dont have to fix the problem its XXXX that I have to do their job for them because theyre too incompetent. Every customer service representative that I have talked to is incompetent every supervisor that I talk to is giving me XXXX excuses just like the incompetent supervisors I have spoken to XXXX different people from this company I am sick and tired of it. I have tried working it out with them and I am done, all I want is the check with {$310.00} did not have permission to withdraw from our account and I want it returned to my bank account. I dont want any XXXX excuses I dont want to hear well we will be sending it and we dont know when its coming and you know we we we cant give you a definite answer. No, I want definite answer because my next step is to contact a lawyer if this does not get resolved ASAP. Citizens needs to take responsibility for this and do their job. I want this sent to someone from the corporate office. I dont want to talk to you anymore supervisors, managers, customer, service, agents, or anyone from there incompetent office of customer which is just a XXXX way to try to get rid of us.