Consumer complaint received 2023-07-28
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
Hello, this is another attempt to get this issue resolved. I have been a member with Citizens Bank since it was changed from XXXX then switched over to Citizens Bank. 
In XXXX of XXXX I attempted to order from XXXX XXXX  and the message came up on my phone that I did not have the funds to order. I checked my account and saw that my account was overdrawn and that a check was paid for {$510.00}. I saw a picture of the check which looked suspicious to me because May was scribbled on the top of the check not Mays and a lot of stuff blacked out. I did not know how to screen shot at that time or I would have taken a picture of that ( I do now ). I thought I had been hacked so I called the Citizens bank and let them know. The bank gave me a reference/claim # XXXX. The next day I went into the bank and spoke with a representative XXXX XXXX, she suggested since we did not know if it was fraud or not to close that checking account and open another. I did that. 
A few days later I received a letter from citizens bank stating that no error occurred for the transaction ( s ) dated XX/XX/XXXX. And that the transaction was authorized by me! 
After receiving this letter I went back to the bank and spoke again with XXXX XXXX. She attempted to pull up my information and was not able to do so. I reminded her that I have a new account but, she said that she should still be able to pull up the old account. She was not able to do it she said I should call the XXXX XXXX XXXX XXXX at XXXX. I called that number and was never able to get through. I went back to the bank and let the representative know that I never got through. I spoke with the manager she asked XXXX XXXX to assist me and we stayed on the line until closing they still never answered that line! This is how the process started of me looking into how this happened. A {$510.00} unauthorized payment was sent to Medicare on XX/XX/XXXX from my account. I paid medicare in XXXX, XXXX and XXXX of XXXX and a payment was not due again until XXXX of XXXX so there is no way I would pay again and empty my account to do it. The last time I contacted this office I got a reply from Citizens bank stating that I added XXXX XXXX XXXX through the Citizens Online Banking Bill Pay platform on XX/XX/XXXX ( not disputing that ) What is in dispute is the payment of XX/XX/XXXX which the letter does not address! I believe it is because they ( bank ) doesn't even know why. According to Medicare whom I contacted they received all my payments the same way except for the one on XX/XX/XXXX. I don't know how or why the payment came out of my account but I did not authorize a payment in XXXX. The amount I paid Medicare was {$510.00} the payment that was paid in XXXX was not the same as I pay it was XXXX probably was some sort of glitch in the system I don't know but I would like for you to look into it and contact the Medicare people if necessary they can tell you that the payment in XXXX was not the same as the others. I would like that money put back into my account. Speaking of wrong information Please correct the information you have on me. My name is XXXX XXXX not XXXX and I am not and has never been in the US Navy? Don't know where that info came from which proves my point mistakes can be made! 
Thank you for your consideration to this matter!

Company response to consumer: Closed with explanation