Consumer complaint received 2021-08-03
Company: CITIZENS FINANCIAL GROUP, INC.
State: RI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX my computer was hacked and access to my banking occurred. I was unable to gain control of my mouse and watched as someone stole XXXX dollars from my account by way of a XXXX transaction which I did not open or authorize! I had been out of work with a XXXX since XX/XX/XXXX and had no money at the time for bills or anything! I had borrowed money from mom which was taken during this transaction. I notified the bank immediately and was told to shut down the computer but was only able to do so by unplugging the unit! I immediately went to my local branch to report this and was visibly shaken by this event! I was told at the Branch that this was clearly a scam and fraud and that my account would be frozen at that time I should be hearing from the bank fraud department in a few days! 10 days past with several follow up calls to my branch but no response from the fraud department or anyone! I was out XXXX and No one cared!! On XX/XX/XXXX I received a letter from XXXX, electronic banking operations at citizens, stating following a review of a transaction that I disputed, we have concluded that no error occurred and we will not credit my account, our records indicate the transaction was authorized by you!! Then it added if I had questions or would like to request and obtain a copy of all supporting documentation that they used in their decision to call this number XXXX however that number had not been in service throughout the whole year during Covid! I called several times then had my branch person call as well only to find out that that number was not in service. I have since spoken to several people in different departments only to get no answer as to how a XXXX account was opened in my name making it possible for these transactions and have had no reasonable explanation from anyone. I was then contacted by a XXXX XXXX from the office of the chairman who I spoke with for 37 minutes explaining my situation, after they had already made their determination that they were not going to reimburse me! She was very robotic and insisted that I authorized the transaction and the bank was not liable! I also stated to her about the letter that gave me incorrect information on how to obtain any part of any investigation that may have been done. She insisted that the new denial letter would be sent to me with the appropriate information needed! On XX/XX/XXXX I received another letter. This letter was even more generic and had no ones name on it signed only sincerely citizens with the XXXX XXXX XXXX number attached! I have been incredibly frustrated, especially since XXXX of that money was my XXXX-year-old mothers and was transferred from her savings into my checking in order for the transactions to be made to a foreign named person in Arizona! {$2000.00} may not be a lot to some people but when youre not working and on leave without pay for months, having to borrow money to get by and then have that money stolen from you was detrimental. But, then your banking institution youve been with for 20 years just blows you off and states theres nothing they can do about it and they will not reimburse you even though I know they are federally insured and I thought I was protected against something like this happening! I feel as though I have not been given a full explanation or the ability to speak with someone prior to them making their determination and have been put off by several departments who had no answer to how this was investigatedIm incredibly disappointed that my mother and I have not been able to do online banking any longer which helped with my mom and her bills! This has been a huge stressor, inconvenience and loss! I appreciate any consideration in looking into not only this matter but the handling of it by several or no people to my knowledge! Ive had several accounts as did my family members for years and loyal customers through all that time! I am highly disappointed and upset by the way this was handled and the fact that I have to move to another bank! thank you in advance for any of your help in this matter!

Company response to consumer: Closed with monetary relief