Consumer complaint received 2019-04-09
Company: CITIZENS FINANCIAL GROUP, INC.
State: RI
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: Card was charged for something you did not purchase with the card

Complaint:
Dear Sir or Madam, There have been three problems that Citizen Bank violated the laws/rules and made the troubles on purpose to me. Two of them are with my credit card, which are listed in this complaint ; another one is related to my money market/saving account, which will be listed in my next complaint. 

1. There was a fraud charge to my Citizen Credit card by XXXX on XX/XX/XXXX for {$80.00}. I never knew this charge, so it was a fraud. I called XXXX, they told me it was an unauthorized charge, they agree it should be removed, and XXXX said it was too late for XXXX to remove it, but my credit card company can remove it and refund the {$80.00}. 

I called Citizen credit card in XX/XX/XXXX, and told them to remove this fraud charge. They delayed and delayed, so I had to call Citizen bank credit card several times ; once a lady told me I complained this charge in XXXX XXXX and it was removed, but she did not understand why it was still there. In XXXX XXXX, someone from Citizen bank Chairman team called me, who was very rude. She said the citizen bank policy is 60 days. After 60 days they do not refund anything. I told them this was the fraud charge and there is not such time limit for fraud chage, and I complained this in XXXX XXXX, within 60 days. But they just do not listen to me and do not look at the facts. I told them the company XXXX agreed it should be removed, as it was unauthorized charge and I asked Citizen bank to give a call to XXXX, but they refuse to do anything and keep the fraud charge to me. 
They are breaking the laws to set up the 60 days limit for denying the fraud charge. XXXX charge can be disputed even within a year, but Citizens bank cheated me saying only within 69 days.Only this bank to it in this way to break the laws. 

2. There was a charge of {$190.00} from XXXX XXXX. When I was paying the membership fee, it showed clearly that the fee is {$71.00} total for 12 months, see the screenshot I saved at that time. But when I received my bank credit card statement, it was {$190.00} charged to my card and it was only for 6 months, but not for 12 months. This is a fake $ amount. I disputed it, but Bank Citizens again de layout a few times. They has been protecting the fake charge, and never corrected the fake amount. Several months later, XXXX charged me another {$260.00} for the next 6 months ; I saw the fake charge in time and called XXXX told them that was fraud, as I never wanted to renew for another 6 months. Hence XXXX removed the {$260.00} fraud charge. But Bank Citizen did nothing on this, but keep fake charge {$190.00} on my account even now. According to the agreement on purchasing the membership, for 6 months membership, it should be {$53.00}. 

I received forms from Citizens Bank in beginning of XXXX XXXX for disputing the two fake charges and completed the forms and emailed them back to the email address on the form. But when the Chairman team lady called me in late of XXXX XXXX, she lied to me saying the two disputing were all denied in XX/XX/XXXX. If that is true, why they mailed the forms and asked me to provide the detains at beginning of XX/XX/XXXX. I have the email with the attached my completed disputing forms with citizens bank in XXXX XXXX. If needed, I can forward you that email. 

I was a Platinum Plus customer or Citizens bank, but they cheated me in this terrible way. 

I request refund for the fraud charge and fake amount of the {$80.00} and {$190.00}. XXXX ; Also I request compensation for all the troubles Citizen Bank made on purpose to me and the time and energy I spent on those fraud charge, fake charge and lyings.

Company response to consumer: Closed with explanation