Consumer complaint received 2023-07-11
Company: CITIZENS FINANCIAL GROUP, INC.
State: NJ
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:
On XX/XX/ I walked into XXXX gas mart XXXX located at XXXX XXXX XXXX, XXXX, XXXX on or around XXXX. I purchased XXXX coffees and a pack of cigarettes, loaded my debit card in the transaction machine, put in my pin and put my card back in my wallet and left the store. On XX/XX/ I logged into my mobile bank app and noticed a charge from XXXX for XXXX. I thought perhaps it was some mischarge from the merchant or store. I tried to call the store to speak to a manager and finally got through to the district XXXX on XX/XX/XXXX. He told me he saw the charge, that there wasn't much he could disclose to me and that I had to go to the XXXX Police XXXX. to put in a police report as it definitely wasn't me. On XX/XX/XXXX I went to the local police dept in XXXX and filled out a police report with what took place located at XXXX XXXX XXXX, XXXX, XXXX, NJ. tel : ( XXXX ) XXXX. Case # XXXX Once I finally got a competent customer service rep at Citizens I provided all the details, including the day of the incident, submitting a police report and the case number. 2 days later on XX/XX/XXXX my account was credited for XXXX. I mean who spends {$530.00} at a gas station anyways, I was relieved. On XX/XX/XXXX  I log into my mobile banking app and see a charge for XXXX. It had been a while so I had forgotten about the gas station fraud and thought I was going through yet more fraudulent charges. There's others I'm fighting, one for {$200.00} that just got denied and one for {$400.00} that they actually covered. The amount of fraud cases I've been through since being a Citizens customer has been one half to a full dozen in the amount of thousands. I've never felt so unsupported by a financial institution. Especially when I called about the latest XXXX charge, they told me in writing " based upon our investigation, we concluded no error occurred. '' I called Citizens and they basically told me the fraud was on XXXX 's side and that I needed to call them. I couldn't believe what I was hearing and demanded the case be re-open and someone from the fraud department to call me immediately. He gave me lip service and said he would re-open the case and someone would call in 2 days. Of course, as always, no call. I can't tell you how many times I heard that song and dance. I took his suggestion and called XXXX XXXX Headquarters at XXXX and they were appalled that my financial institution told me to call them. They said they don't go that far back in transactions to do any type of refund and that my bank should be the ones calling them. So I call Citizens back a few days later and when I bring up my case number XXXX he tells me it hasn't been re-open and he would have someone from the fraud case call me in 2 days. This company is full of dishonest employees, fraudulent activity and do not do their due diligence. Please help, I had a witness with me, the discrepancies in what they charged vs. what they refunded me for is a bit disconcerting and I have no where else to turn. I can be contacted at any time via email or cell. If I don't answer please leave a voicemail.

Company response to consumer: Closed with explanation