Consumer complaint received 2023-12-07
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I applied for a job as a mystery shopper from Indeed. Ad said they would be sending a letter by XXXX with instructions. 

Two days later ( Thursday, XX/XX/XXXX ) I received the XXXX  package. Enclosed is a letter with XXXX XXXX letterhead with instructions for surveying one of several listed places and the e-mail address to send the reports to and a couple numbers for texts. I was to deposit the check for {$2000.00}, and then buy three {$500.00} XXXX gift cards, take a picture of front and back of cards and submit each of the card pics with each report. 

I deposited the check through my phone on Friday, XX/XX/XXXX. I called Saturday afternoon, XX/XX/XXXX, Citizens Bank. I explained my situation to the representative. I told her about the check and that I was afraid it was a scam so it was crucial to know whether or not this check is clear or will clear. She said it cleared and it's safe to get cards. I re-asked and she reassured me that " it's absolutely no problem. '' ( There is a recording of the conversation with the rep ). 

Feeling confident that it must not be a scam, I went to XXXX in XXXX and bought one {$500.00} gift card. I saved the receipt. They were limited to selling one, so I bought two more at XXXX in XXXX. I opened the gift card, took pices, front and back, of all three XXXX gift cards, wrote two reports ( one for XXXX and one for XXXX ) along with a report with requested information ( cashier 's name, attitude and date and time ) and send it to XXXX. I wrote a text back to scammer at text, " What do you want me to do with the cards, '' and of course I never heard back from him. 

Monday, XX/XX/XXXX, I went to Citizen 's Bank in XXXX to withdraw money from my account ( I had {$630.00} in account ). I was negative- {$240.00}. The {$2000.00} check had bounced so my account was cleared out, the {$1500.00} for the three gift cards, and the {$630.00} already in my account. And I got a whole bunch of " insufficient funds '' charges. 

When I discovered I was negative, I went to my branch of Citizens Bank in XXXX, on XXXX XXXX XXXX. I asked to speak with the manager, XXXX XXXX XXXX. I told her the whole story and she typed the report in her computer and said she sent it off to the Fraud Department. She said there was a recording of the conversation with the rep so hopefully it would work out in my favor. She told me they would probably get it it the next day. 

I didn't hear from anybody so I reached out to XXXX and asked if she could give me the Fraud Department number. She said she couldn't but she gave me the email address, XXXX ( which I don't think would be very helpful ) and I wrote them three letters explaining my situation and asking where they stood with the investigation. I didn't hear anything back. Then I thought to call Citizen 's Bank, Office of the Chairman ( and I spoke with XXXX XXXX. She said she would reach out to the claims department and see if that would help. She called me yesterday, XX/XX/XXXX, to say the claims were denied. The problem is my complaint is more intricate, is that I looked to the expertise of Citizen 's Bank to tell me whether it was safe to make these purchases. I figured they would either know at the outset it was fake, or knew that the process of clearing a check is ( 2-7 days, I was later told ). I counted on the representative.

Desired Outcome : Be reimbursed the {$2100.00} that got cleared out of my checking account.

I have in my possession the three gift cards and their envelopes, instruction letter, check, and receipts for purchases. 

Thank you in advance for your help.

Company response to consumer: Closed with explanation