Consumer complaint received 2021-12-13
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I have been trying to fight ATM charges on my account since XX/XX/2021 and keep hitting brick walls head on. It's actually been frustrating knowing that someone stole money from your account and you can't even trust your bank to resolve it properly. I initially disputed ATM transactions on my account that were fradulent, only to find out that my bank closed their investigation due to no fraud being detected. I was told to go to my local branch and view photo/video that was located and that would show that someone authorized to use this account had made the withdrawals. To my own knowledge, I am the only person that is authorized to use this account so obviously I took a trip to the branch to view this evidence. The associate pulled up my account and showed an ATM photo of myself. I took a look to verify and it was me. Judging by the background I could tell exactly where this photo was taken so I asked for additional information to confirm. This was taken at an ATM that I use at lease once a month. This brought me to wonder why that transaction was listed in the report. When reading back all of the transactions to me I learned that all of my transactions during that time frame were added to this dispute. At this point I am very angry because I did not report all my transactions as fraud and I dont know why the claims representative would include transations that I did not list. I gave the claims representative a total of 39 transactions, all from the same location. I've attempted multiple times to resolve this by starting another dispute and explaining all of this was an error. I provided the correct information and had multiple disputes started. The end result is always the same, they start their investigation, don't ever respond back and when I end up calling 1-2 months after initiating it. I am told that the investigation was completed and closed. Thank you for not calling me, mailing me any kind of response and not doing a thorough investigation. When the initial investigation was closed, it stated that an investiagtion will not be opened again in the future, So everytime I submit a new claim, this is what they are referring to and not even doing a new investigation. Even though I have submitted new information about the error that had occured during the first investigation. They refuse to do a proper investigation and in the meantime. My money is gone and this isn't pennies on the dollar here, this is allot of money. I also want to note that I have now found 2 merchants that have told me that my bank had performed a charge back and was credited the amount that was being disputed. I find this very troubling because I never received a credit for any of these transactions and when my bank denied the claim they never returned the money back fo the merchant either. So where is this money going? Sounds like back into the bank 's pocket and so I wonder how many more transactions of mine did they charge back and end up keeping the money for themselves. It's even more disturbing because it makes me wonder how many account holders have they actually done this to in total???

Company response to consumer: Closed with explanation