Consumer complaint received 2023-01-02
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
RE : Citizens Bank XXXX XXXX XXXX XXXX XXXX, XXXX, CT XXXX On XX/XX/XXXX, while working at my computer, I was suddenly disrupted by someone who had literally commandeered my computer posing as a XXXX Technician stating that my XXXXXXXX XXXX XXXX needed updating. As a result of MY error in believing this, I am currently in debt to Citizens Bank XXXX XXXX for {$400.00} for XXXX XXXX Gift Cards which I am paying back on a monthly basis. As this was a purchase of gift cards that I made, I am fully responsible for. 
*Later that same day, I learned that attempts were made to access my XXXX account and purchase XXXX ( XXXX ) XXXX video games amounting to {$75.00} each totaling {$300.00}. I did NOT order these! In XXXX, I had only XXXX orders through XXXX. There also seems to have been several attempts to Transfer Funds in order to make these and/or other purchases. 
On XX/XX/XXXX, I telephoned the Fraud Department at Citizens XXXXXXXX XXXX to close the Credit Card as well as verbally submit a Fraud Complaint. ( I was given a case number to cover Both of the above mentioned purchases, ( {$700.00} ). ) I received a letter from Citizens Bank dated XX/XX/XXXX requesting additional information and verification. I then received a plain paper letter from Citizens Bank dated XX/XX/XXXX stating that the investigation concluded No Error. At this point, I telephoned Citizens and was told that the {$400.00} purchase of gift cards would be my responsibility due to seller/purchaser agreement of responsibility. As such, a new case number was given for the {$300.00} ; # XXXX. *Note : No written communication from Citizens has ever indicated a case number. ( The {$400.00} issue is no longer an open case. ) I received a letter dated XX/XX/XXXX from Citizens indicating that the {$300.00} would be credited to my account and would take XXXX billing cycles to consider the matter resolved. On XX/XX/XXXX and XX/XX/XXXX, I received XXXX emails from XXXX which make absolutely no sense. 
So, I not only waited the XXXX Billing Periods, I waited XXXX billing periods! In that it became obvious that once again I would have to call Citizens. I called on XX/XX/XXXX and asked why the {$300.00} with interest wasnt put back into the account as stated in their letter of XX/XX/XXXX. Once Again, I was given the standard answer, Someone from Claims will get back to you in a day or XXXX. To date, I have not had any correspondence from Citizens written or verbal on this matter. 
The month of XXXX, XXXX has proven to be just as uneventful in getting any sort of closure as the previous XXXX months have been. So, just as Ive done in the previous months, Ive called several times with questions regarding information they had sent via mail and received the standard answer : Someone from Claims will get back to you in a day or two. At NO time has anyone from Citizens ever called me! 
I believe that I have rendered a very brief, but accurate account of the events. Please refer to the XXXX ( XXXX ) scanned documents have included with this narrative. I believe these documents to be the most pertinent to my issue. Please contact me if you have questions or require additional information. I am a senior citizen living ; a XXXX patient and will not let this issue be ignored. As such, I would truly appreciate any help you can offer. Thank you for your time. 
XXXX XXXX

Company response to consumer: Closed with monetary relief