Consumer complaint received 2022-12-29
Company: CITIZENS FINANCIAL GROUP, INC.
State: ND
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
This experience has been with Citizen 's Bank. On XX/XX/XXXX, I noticed XXXX purchases from my checking account that I did not make that had posted on XX/XX/XXXX. They were for the amounts of {$20.00}, {$20.00}, {$21.00}, {$38.00}, {$31.00}, {$15.00}, {$16.00}, and {$29.00}. All these purchases were made in a different state than I live, at a XXXX 4.5 hours away. I immediately called the bank and reported this activity. I filed a claim and cancelled both cards on the account. I asked to close that particular account, as I felt this account was compromised, but was told not to close the account, as the bank would need a place to return the funds after the completion of the investigation. I also transferred the remaining balance of that account to a different checking account within Citizens, to prevent further loss of my money. 

On XX/XX/XXXX, I received a notice that my account was overdrawn, and upon reviewing my online statements, I found 4 more fraudulent transactions that had posted on XX/XX/XXXX in the amounts of {$6.00}, {$26.00}, {$13.00}, and {$19.00}. These purchases were made at the same XXXX in many hours from where I live. I called and filed a claim for these purchases as well. I asked again to close this account, and was told, again that I should not do. An alternative was offered to place my account in a credit-only status, so that no money could be withdrawn from the account. I was then transferred to the collections department, who informed me that placed my account in a credit-only status, even though they usually only do this for accounts that are in collections ( my account was not in collections ). She told me that she would make a note in my account that I had an active fraud investigation pending, as the reason for this and informed me that after the investigation had resolved, I would need to call the collections department back and request termination of this status. We had money deposited that resolved the overdrawn status of the account. 

On XX/XX/XXXX, I still had not heard any news about these claims. My husband, who is also on the account, received notice that our account was, again, overdrawn because even though the account was supposed to be in a credit-only status, Citizen 's bank allowed pre-authorized bills to be deducted from the account. He called the bank and asked them to charge back the amount, as nothing was to come from this account, but he was told that there was nothing they could do. I called them back to inquire about this, as well as the claims I had submitted almost a month ago, and was told that not only was the account in normal, active status, but my claims had been denied, as the bank felt there was " no error. ". I had never been contacted regarding this and they were unable to provide any information as to why the bank felt the claims were unfounded. The customer service representative, scheduled a phone call with the fraud department, but they never called me. 

I made another call, later that day, letting them know that I never received a call, and asked to be transferred to the fraud department, supervisor, or given a corporate number. The customer service representative told me that the fraud department does not take calls and the only thing he could do is request another call. He denied that there was someone else that could help or a corporate number that I could call. I tried to express my frustration and without warning he placed me on hold and never returned to the call -- the call was terminated on their end. At this point, I realized that my money is not safe in this bank, and I transferred all my money from the other accounts I held with them to an external bank, after which I was locked out of my online banking account. 

On XX/XX/XXXX, I called again, and was able to speak to a customer service supervisor. She was also unable to be of much help, only requesting, yet another appointment with the fraud department and removing an overdraw fee ( after my account had been wrongfully overdrawn ). She was unable to address the fact that I had still, not even once, been contacted to discuss my claim. She gaslighted me, telling me that accounts are not placed in credit only status, per customer request, even though this is what occurred. She also told me that it was not true that I should not have closed this account, as the funds could have been placed in a different account. I assured her that my account of events is true, and asked if an internal investigation could be performed, since all of these calls are recorded. She replied that no one is able to listen to these calls, as they are only for training. Adding insult to injury, she was apathetic to the ways in which I was misled and wronged by the bank. Stating only, " I have documented your displeasure. '' When I asked what this documentation does, she confirmed that it would not help to resolve my situation and would potentially help lead to internal changes in bank policy. 

Not only, had I been failed by the bank by not notifying me of suspicious spending patterns, I had also been failed on many levels by almost each person that I spoke with, by receiving incorrect, and conflicting information, and I was being held responsible for punitive charges caused by their mistakes. Had they closed my account either of the initial 2 times that I asked, or actually held my account in credit-only status, my account would not have been overdrawn. The fraudulent charges could have also been caught after the first episode. They also never even contacted me to inform me of the status of my claims. In trying to resolve these issues over many, many phone calls, there also seemed to be no way to speak with anyone who could take steps different than what has been repeatedly done to actually solve the problem at hand. I finally asked the supervisor to close all my other accounts with Citizen 's bank. 

On XX/XX/XXXX, As I was preparing to file a police report regarding the theft of funds from my account, I noticed 4 additional fraudulent charges from the same XXXX several hours away. Those charges posted on XX/XX/XXXX and were in the amounts {$33.00}, {$22.00}, {$47.00}, and {$5.00}. I called and reported this activity. I also filed a police report with the XXXX XXXX Police.

Company response to consumer: Closed with explanation