Consumer complaint received 2017-05-04
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On     X/XX/17     there were  XXXX  fraudulent withdraws each for {$5000.00} from my C itizens Bank checking account at   XXXX    separate Citizens B ank branches (  XXXX , RI and  XXXX , RI ) between the hours of  XXXX  and  XXXX  ET. I have never visited the state of Rhode Island and did not authorize these withdraws.     I noticed the transactions myself ( I was not alerted from the bank ) on the morning of   X/XX/17    . At  XXXX   XXXX  ET on   XXXX     I called  XXXX  to report this activity. The call lasted for  19 mi nutes and the male customer service representative I spoke with said that the withdraws were done in person at  XXXX     separate branches in Connecticut  ( I later found out they were actually done in Rhode Island ) and that because of this he could not freeze my account and recommended I go in person to close that account and open a new account. He did file a case ( can be provided ) with their fraud department for me. He explained they would be reaching out if they had any questions and I  would receive my money back withi  n 7 to 10 business days.
After hanging up, I drove to my local Citizens Bank branch in P  A and arrived shortly after it opened at  XXXX  ET. I spoke with  XXXX   XXXX  who assisted in   XXXX   out the remaining balance and transferring it over to a new account.  XXXX  also explained that the signature on file for these    XXXX    withdraws did not match my signature.  XXXX  was extremely helpful in calming me down and reassuring me that I would get my money back. This is a joint account with my fianc and once he returned home we both went back to the  XXXX  branch to add him onto the new account.     On   X/XX/17     I submitted an identity theft report ( can be provided ) with the Federal Trade Commission. On    X/XX/17      I had not heard anything from anyone at Citizens Bank and therefore called  XXXX  at  XXXX  ET. I was transferred to several different departments and finally sent to a voicemail in which I requested an update on my case. I then called my local branch at  XXXX   ET  to see if they could assist and reached  XXXX  (  XXXX   XXXX  manager ) who said she would research the issue. At  XXXX  ET I received a call from  XXXX  and spoke to them fo r 12 minu tes. The first person I spoke with could not provide an update on my case and transferred me to a person named  XXXX  who said something to the effect of  Citizens  Bank is unable to confirm that you did not withdraw the money. I asked for additional details around their investigation as well as their recommended next steps.  XXXX  was very hesitant to provide any information.  XXXX  explained a letter was mailed to me on    XXXX    and the case was closed on   X/XX/17 .  ( Note : This is not a typo. Those are the dates that  XXXX  provided me. She stated the letter was dated on  XXXX  however, the case was not closed until the following day ). At this point I had not received the letter that  XXXX  was referring to.  XXXX  also said I would need to fax a signed affidavit and request to reopen the case. When I asked  XXXX  to confirm the case #,  XXXX  had  2  different case numbers than what was originally provided to me on   X/XX/17     by the initial male customer service representative I spoke to when reporting the theft ( both can be provided  ).  I asked who I should contact if I had additional questions and  XXXX  said " You can call the  XXXX  number again. '' I then asked for a specific contact person and  XXXX  said " You can ask for  XXXX . I 'm the only  XXXX . '' At approximately  XXXX  ET, my fianc and I went to our local branch where  XXXX   XXXX  helped in reopening our case, including a signed affidavit from me.  XXXX  was visibly frustrated by what happened and kept assuring me this was fraud and I would receive my money back within 72 hours at the earliest and up to 10 business days.     When my fianc and I returned home, we had a letter in the mail addressed to only me from Citizens Bank dated   X/XX/17  confirming a maintenance request you recently made, either to change your telephone num ber and/or address, or to complete a signer or account title change. There is no information as to what specific account the maintenance change is referencing. I did not authorize any of the above updates for the original account which had the fraudulent charges. I did authorize for my fianc to be added to the new account that needed to be created with the remaining balance after   XXXX   out the original account.     On     XXXX       I received the letter from the  Claims Services  department dated   X/XX/17   stating Your claim has been reviewed and determined to be invalid. Therefore, your claim has been denied. which was signed by  XXXX   XXXX . The letter was post marked on   X/XX/17  and was addressed to both my fianc and I. However, inside the letter is directed only to my fianc , who was not the one who opened the case. Similarly, the telephone number provided was  XXXX  which when I called, does not mention any affiliation with Citizens Bank.     On   X/X/17     I had not heard anything from anyone at Citizens Bank and have submitted a business complaint with the Federal Trade Commission  (    XXXX   XXXX   XXXX   XXXX   XXXX    ) as well as filed a police report ( can be provided  ).  I also called the Rhode Island FBI Office and spoke with  XXXX   XXXX  from the fraud department. He said he will be reaching out to  Citizens  Bank to learn more.     On  XXXX / XXXX /  XXXX   I have still not heard anything from anyone at   Citizens Bank and therefore called for an update. I learned my case was closed again and was given little information about why or what to do next.
  Your assistance and guidance with this investigation is greatly appreciated.

Company response to consumer: Closed with explanation