Consumer complaint received 2022-01-11
Company: CITIZENS FINANCIAL GROUP, INC.
State: MI
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
XX/XX/XXXX I was sitting waiting to be seen as a walk-in at a COVID testing place located on XXXX mile and XXXX XXXX XXXX XXXX XXXX I was very sick while waiting and dosed off. As I was called for my test I noticed I didnt have my purse and didnt know where it was but I knew I had it before I dosed off. I got tested and called my bank and thats when I found out {$1500.00} was token out of my account and the funds were not available at all in my account. I did not have {$1500.00} in my account to cover those fraudulent activity but Citizens Bank allowed these transactions. I work at XXXX and my check of {$230.00} was also taken as part of the {$1500.00}. I have been contacting and made 3 claims with Citizens and they have denied me 3 times saying I am legible for these transactions because Ive had a recent bus accident on XX/XX/XXXX where I hit my head and my memory is not good because of accident so I have to write my account information like my bank pin on a small piece of paper in my wallet with my cards so I can remember it and be able to use my accounts freely and Citizens bank says Im accountable for this. Someone stole my purse while I had dosed off and coming to I didnt notice until my name was called for COVID testing. I had been in line for at least 6 hours waiting. I have been a loyal customer with Citizens for 3 years now since my bus accident in XXXX and I have never done any fraudulent acts or activities never and I definitely would not steal my own work check. I also was granted XXXX benefits through my job XXXX that was also taken from me from citizens bank for {$300.00} on XX/XX/XXXX. I explained to Citizens that money was put into place by my employer to help me get better because I was given a positive test and have been quarantining since I got a positive test on XX/XX/XXXX. Citizens didnt seem to care. I have not been able to buy my medicine to help cure my COVID which has led me to a continuance of my having COVID.. I took another test XX/XX/XXXX and it was still positive. Now I cant return to work yet because of this and Im in another quarantine and citizens will not release my COVID benefits and has added it to the negative balance of {$1500.00} stolen from my account saying now I owe {$1300.00}. The bank also adds {$37.00} every 2 days on my account making me hundreds of dollars owed for overdraft fees. I made a police report that day on XX/XX/XXXX soon as I noticed my purse gone and the Citizens Agent did not add it on my dispute claim which led to my first denial of claim. I asked them could they add it when I recalled Citizens XXXX and the agent said it was too late. Citizens agents ( some ) were very unprofessional and argumentative while handling my claims and I dont have {$1500.00} to pay them because they feel I shouldnt write my account information and pins on my cards or on small pieces of paper in my wallet even though I have memory issues and this is my way of remembering and not getting old and not needing my daughters to do my everyday tasks. Please help me to get my COVID benefits, my paycheck, and the rest of the monies stolen out of my account and also being taken away from me by Citizens and they know its COVID benefits put in my account by my employer to get better and they still took it and is going to take my next COVID benefits funds which will be deposited this Friday XX/XX/XXXX and I need those to quarantine. Please help me CFPB. Thank you.

Company response to consumer: Closed with monetary relief