Consumer complaint received 2021-08-17
Company: CITIZENS FINANCIAL GROUP, INC.
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Please see below which is the exact letter that was attached to my second dispute with Citizens over this charge. They do not care about their customers, they will not take time to read a written explanation from their customer, but they will accept a screen shot from a company. I can take screen shots all day and insist people owe me money ... Wouldn't that be a good business model ... I need this handled so I can close my accounts and never deal with this bank again. The dispute was for two charges totaling XXXX, not XXXX. XXXX A.K.A. XXXX XXXX would not grant me access to cancel. I could not dispute with PayPal until it was charged, I emailed PayPal to not allow any further charges. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - RE : CLAIM NUMBER XXXX I have tried to explain this situation over and over again. I signed up for a two week trial of XXXX After signing up I realized I was locked out of my XXXX account and the only way to cancel the subscription was to login. At this point I attempted several times to reset the password. XXXX was suppose to send me a link to my backup email and never did. The only way I could cancel the subscription was to wait for the charge to be processed by XXXX as I could not dispute a charge that hadn't happened yet. Once I disputed they denied it and asked me to reach out to XXXX. I kid you not the email they provided was XXXX. PLEASE NOTE : That in my initial dispute I asked them to stop any further transactions from XXXX. The charge hit my account again on this account as well as my personal account. When I seen this I went back to XXXX and seen that they again denied my claim. This is when I contacted Citizens. Below is a bullet point to m

ake it more clear.

Signed up for trial approximately two weeks
before the first charge which cleared on XXXX 
When the charge was still pending I disputed with XXXX. 
XXXX denied without my knowledge after I had already requested no further charges be taken. 
I contacted XXXXXXXX again and they told me to contact XXXX I signed up for a new account with my personal email during this time. 
This account and my personal account were both charged in XXXX. 
I am owed XXXX from XXXX XXXX For a total of XXXX I will attach the correspondence between me and XXXX. This is now limited as I just received an email from them that they received the dispute from citizens and I no longer have access to all the correspondence on their site. Please note that if you look at my business account you will see the charge for XXXX on XXXX and XXXX on XXXX You will also see the charge for XXXX on my personal account on XXXX. ( This is the only charge I am liable for ). 

Again XX/XX/XXXX was the trial I attempted to cancel as I could not do so before it was processedXXXX XXXX  was a duplicate to the XXXX charge on XXXX to my personal account as paypal never put a stop to the billing per my original request. 

Thank You, XXXX XXXX.

Company response to consumer: Closed with explanation