Consumer complaint received 2023-06-16
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY
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:
XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX XXXX XX/XX/ Citizens Bank CheckingXXXX  Quest Savings XXXX XXXX Deposit Savings XXXX Subject : Dispute of Unauthorized Debit from Checking and Debit Account and Request for Credit Dear Sir/Madam , I hope this letter finds you well. I am writing to express my deep concern regarding a recent incident involving my checking and savings account at your bank. I have discovered that my account has been charged without my permission, and I would like to dispute this unauthorized debit and request a credit for the amount in question. 

Details of the Unauthorized Debit : CASE # XXXX Date of Debit : XXXX XXXX XXXX Amount Charged : {$120.00}, {$2400.00}, {$2300.00}, {$170.00}, {$5000.00} Description of Transaction : DEBIT WITHOUT MY PERMISSION I maintain a meticulous record of my financial transactions and regularly review my bank statements. To my surprise, I found the aforementioned transaction on my most recent bank statement. I did not authorize or initiate this transaction, and it appears to be an error or unauthorized activity. 

As a responsible account holder, it is essential for me to ensure the security and integrity of my financial accounts. I have taken immediate action to protect my account by notifying your customer service department and filing a dispute. Additionally, I have changed my account passwords and implemented additional security measures to prevent any further unauthorized access. 

I kindly request a thorough investigation into this matter to determine the cause of the unauthorized debit and promptly resolve the issue. I expect the following actions to be taken : Immediate Credit : I request an immediate credit to my checking account for the full amount of the unauthorized debit, {$10000.00}. This will restore my account balance to its rightful position and prevent any potential financial inconvenience. 

Investigation and Resolution : I urge your bank to initiate a comprehensive investigation to determine how this unauthorized debit occurred. I expect a detailed explanation of the findings and actions taken to prevent similar incidents in the future. If necessary, I am prepared to provide any additional information or documentation to aid in the investigation. 

Enhanced Security Measures : To prevent any future unauthorized access to my account, I kindly request your bank to implement enhanced security measures. These may include two-factor authentication, additional identity verification protocols, and improved monitoring systems to promptly detect and respond to any suspicious activity. 

Timely Communication : I request regular updates on the progress of the investigation and the status of the resolution to my email at XXXX. Transparent and open communication is essential to regain my confidence in your bank 's commitment to customer security and satisfaction. 

I trust that you will treat this matter with utmost urgency and professionalism, as any unauthorized access to my account is a serious breach of trust. I have been a loyal customer of your bank for [ number of years ], and I believe in your institution 's dedication to providing excellent service. However, this incident has shaken my confidence, and I hope we can resolve it promptly and satisfactorily. 

Please acknowledge the receipt of this dispute letter and inform me of the next steps in resolving this matter. 

I appreciate your immediate attention to this matter and look forward to a swift resolution. I expect the credited amount to be reflected in my account within 10 days. Should you require any further information, please do not hesitate to contact me at the phone number or email address provided above. 

Thank you for your understanding and cooperation. 

Sincerely, XXXX

Company response to consumer: Closed with explanation