Consumer complaint received 2022-09-21
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I have to file a complaint to CFPB regarding the recent awful or horrible experience that I have with Citizens Bank on the unfair banking practice and discrimination toward oneself, who as an XXXX and XXXX  woman. 
My family and I have been the customer with Citizens bank for over XXXX yrs. and I starting my banking accounts with Citizens Bank since I XXXX  to U.S. inXXXX. As a single Mother, I have working very hard to raise my own children, have carefully management my own self and family 's finance and banking with Citizens Bank. 
Unfortunately, there are problems raised from XX/XX/XXXX, when a Fraud happened, the unauthorized party ( XXXX XXXX ) started transferring money out from my primary checking account! I ran to the bank and called to file the claims of fraud to Citizens Bank the end of May. In between XXXX, The total amount that XXXX XXXX unauthorized transferred from my checking were {$7500.00}. Citizens Bank was able to credit back {$6000.00} onto my checking account ( # 1 ) on XXXX. 
I was horrified by the first fraud activity happened in my live and still trust for Citizens Bank could help getting all my money back. At the same time, I opened another new checking account ( # 2 ) with Citizens Bank, and I am waiting the further clarification from the Bank and my banking activities to be clear before I can close the old checking account ( # 1 ). 
Unfortunately, I was very disappointed that Citizens Bank mistakenly reversed total of {$1400.00} dollars on 3 credited of transations, from my # 1 checking account on XX/XX/XXXX & XX/XX/XXXX. These activities caused the negative balance on my checking account. 
After the careful inspection, I believed that these were the Citizens Bank 's errors, these were not the 3 duplicate credits that issued by the bank on my account and Citizens Bank should reversed or post the $ back to my checking account. 
To working out these disputing transactions with Citizens Bank, I have making many of phone calls to online banking, claim. fraud and ACH dept, running back and forward to meeting with bankers / customer service. After spending so much of valuable times and energies, trying to communicate with Citizens Bank, I have received enough ignoring, rejection and discourage on this whole process. I don't know if it is because I am a woman and speaking XXXX with accent? It makes me very angry & upsetting when the bankers don't show respect to the customer, they don't want to listen, or stare at you/me and says, " you don't understand ... " In addition, I am questioning the quality of the customer services and the working skills that the staffs of Citizens Bank XXXX I hate to say that when I spoke to someone who supposed response to my questions and provide help professionally, but instead they either play BingBong or can't provide satisfied answers or solutions to resolve the problems or address the issues that I have. 
I have to file a complaint and share these terrible, unpleasant banking experiences with you. It would be very appreciated if any of the kindly support and suggestion can help resolve the problems. 
Thank You,

Company response to consumer: Closed with monetary relief