Consumer complaint received 2019-03-18
Company: CITIZENS FINANCIAL GROUP, INC.
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Non-sufficient funds and associated fees

Complaint:
The weekend of XX/XX/XXXX I was out shopping. I checked my citizens bank mobile app to make sure funds were available and it showed me that it was. So I made a few more purchases since I saw money was available to me. I randomly checked my mobile app on XX/XX/XXXX and it said my checking account was negative {$330.00} plus dollars. My savings account had {$340.00} in it. I called Citizens customer service number spoke to a representative then spoke with a supervisor named XXXX who is located in PA. Both the representative, XXXX and I agreed that I wasn't enrolled in the transfer savings to checking overdraft. XXXX said over the weekend the bank had a glitch and let transactions go through that it shouldn't of. She stated several times it was a bank error even though my account was set up to decline transactions if I had no funds. She tried to use an excuse about pre-authorized debits but as she saw and I explained that wouldn't apply because I haven't had one since late XXXX. Then she tried to say well you should manage your account so you don't over spend I told her I used the app prior to even shopping. XXXX 's response was that the mobile app isn't 100 % accurate. I have no contract/agreement with Citizens Bank stating that this app isn't accurate or the percentage of accuracy of the app. XXXX stated since its the banks fault they wouldn't charge me an overdraft fee as if it was a favor when its the banks error to begin with. If the bank cant properly manage my money what do I need you for is what I asked her and she didn't have a response. Anytime I have used my card and checked the app directly after a purchase it shows immediately in that app. This was the first time this has ever happened. I asked to speak with someone above XXXX she said there is noone and said she was submitted a complaint to the chairmen board. XXXX said the board would contact me in 1-3 business days this conversation happened on XX/XX/XXXX. Noone contacted me. So today XX/XX/XXXX I called and spoke with manager XXXX who is located in Rhode Island and her extension is XXXX. I called today because on the same day I called XX/XX/XXXX XXXX Bank transferred the money I had in my savings into my checking and then charged me a {$12.00} savings overdraft transfer fee. This was done with out my permission. when I spoke with XXXX I told her this. XXXX stated that I have the savings to checking overdraft plan. I told her that was untrue and the XXXX people that I prior spoke with agreed that I didn't have that plan because if I did for one they wouldn't of charged me {$12.00} ( I know this because I had this plan a few years ago. I cancelled it in XXXX but every year i have this same issue with them. I would call once a year to complain and tell them take me off that plan and decline my payments if the funds aren't there ) she said I enrolled in XXXX which is a lie. So on top of the " glitch '' which didn't decline my card or the app showing the correct balance they transferred monies without my consent.

Company response to consumer: Closed with monetary relief