Consumer complaint received 2019-02-25
Company: CITIZENS FINANCIAL GROUP, INC.
State: MI
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:
Hello my name is XXXX XXXX I ordered XXXX jars of honey from a 3rd party through XXXX for the total of {$930.00} on XX/XX/2018. So a few days later I received my package but my orders of honey had open seal so I contacted XXXX and told them to give me the contact of this company that is in a different country so I can buy a phone card and call them and explain to them about my order but XXXX said no worries we will contact them for you so they dont trouble me and buy a phone card so they asked me what was wrong and I told them about the seal for my honeys also telling them there is noway I will eat or feed my family anything that has open seal especially coming from a different country so during that time I told them to plz contact that country asap about my order and let them know about it and if they would be able to send me a RETURN LABEL so I can return it and they can resend me a new order. So XXXX told me that they can do that so later on that day they sent me an email saying that they apologize about how long it took them to respond to me but also said to me in the email that there's no worries about it and that they REFUNDED ME IN FULL but later on that day they sent me another email saying that they want me to return it and this was on a Wednesday the day of garbage day in my area so I through them away due to that email telling me they refunded me in full but buy the time I got the next email after they changed their mind it was already thrown away due to the 1st email this was a mistake on there end and they told me in the beginning they will fix it so the representative from XXXX asked me some questions so he can investigate it so he asked me when did they send me the emails so he can look at them to see if I was telling them the truth then he asked me when is garbage day and what time do they pick up the garbage in my area so I told him when and then he asked me for my city state and zipcode so I gave it to him and he then checked online if this was true time of garbage day and etc so he finally said ok he will handle it but then they gave me the run around so I finally called my bank to dispute and my bank made me wait 10 days til they give me my money back during the 10 days my bank wanted some proof of emails from XXXX so i faxed it over to them and they told me I was good so now my bank is telling me to give them proof of return I told my bank that I asked them for a return label in the beginning so I can return it and then they can resend me new ones but instead they told me no worries we refunded you in full so now I'm dealing with my bank because my bank is saying they want something saying that they told me to throw it away but I told and faxed over the proof of the company telling me no worries we refunded you in full which means dont worry about it your good we are giving you the money back is how I understood that email because i wasn't looking for a refund to begin with all I wanted was a return label So I can return it and get some new ones but instead they're big mistake telling me that I was refunded in full and not to worry about it then they changed their mind later on the day after I threw them away so if they just gave me a return label instead of saying that they refunded me in full and no worries we wouldn't be going through this problem so right now I want my bank to side with me and the only way for my bank to give that company their money back is for them to re send me my order and then they could keep their money but if they don't send it to me I want the money to stay in my account I also willl send you a copy of all the emails through XXXX

Company response to consumer: Closed with explanation