Consumer complaint received 2022-01-31
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: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
My name- XXXX XXXX The bank Citizens Bank in XXXX XXXX NY I reported fraud to Citizens Bank on XXXX XXXX ( XX/XX/XXXX ) and again in early XXXX. The bank representative took my information and said they would get back to me. They reported that " Based on our investigation, no error occurred. '' The reason or this is, " Due to the length of time you took to notify us, we are unable to recover funds. We recommend working directly with the merchant to come to an equitable resolution. '' I bought the tickets in XXXX, XXXX and did not know there was fraud until XX/XX/XXXX when I went to retrieve the tickets. There is no way I could tell the bank about something I did not know. I called again after receiving the letter and they said a specialist would call me, made no appointment, just they will call me in 1-2 business days. Several days later, in the middle of the work day, the bank representative called and left a message stating they would call again with no number for me to reach them of window of time. They never called back. 

I have added what I sent to the merchant and the IL attorney General. 

NOTE- I attempted to submit this and had difficulty uploading the documents- I am struggling to attach them- when I do- I then need to start the complaint over. Please email me at XXXX so I can send them. I have documents of everything in this complaint. 

On XX/XX/XXXX I bought 5 tickets to XXXX in XXXX New York from XXXX XXXX XXXX also known as XXXX XXXX XXXX from the web page XXXX after an email was sent to my work account XXXX. 

The cost was {$2700.00} and I also bought even insurance at {$170.00}. The tickets were for XXXX XXXX, XX/XX/XXXX. When I went to secure the tickets form my email the morning of XXXX the link went to a page that said that the tickets had been transferred to another email. I attempted to call XXXX  and there was no response. I chatted with XXXX  and the chat person told me to attempt to use my other email ( XXXX ). I did despite the knowledge that I did not submit that email when I bought the tickets. This attempt also yielded the same response- that the tickets had been transferred to another email. I attempted to contact XXXX which the chat told me was the entity from which XXXX bought the tickers ( who I actually through I was buying the tickets from ) and there was no response due to it being XXXX. The chat person told me I should wait and check my email all day until the event to see if the tickets are sent and he would be attempted to secure the tickets for me. I received an email that also yielded that same link that said the tickets had been transferred to another email. I began to search the internet for this company and that is when I found a facebook page and multiple posts through XXXX saying this this company is fraudulent. I attempted to reach out the company to get my money back and there is no functioning email. I also have no idea where the event insurance is and how to redeem it and received no emails or information to regarding that issue- so despite spending {$170.00} to insure the tickets- I don't even have that means of getting my money back. My bank says it won't help because I bought the tickets too long ago- the problem is that I did not know I was defrauded until XXXX so I could not report something I that I did not know happened. I can't find the word to explain how this affected our XXXX. The children and my brother who lives with us ( he has XXXX XXXX ) had been practicing the words to all the songs since summer. Note, in multiple places on their web page and through the " event insurance '' they report 100 % guarantee

Company response to consumer: Closed with explanation