Consumer complaint received 2017-10-04
Company: CITIZENS FINANCIAL GROUP, INC.
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Application denied

Complaint:
This is a followup to Complaint No. XXXX. This complaint is by no means CLOSED. 

XXXX XXXX XXXX 's response was to CFPB on XX/XX/XXXX and it contains several flaws enumerated below. She has since given me a telephone call and said renewal of my ATM card means I must return to the USA and reapply. It is not clear why. I would like to have those reasons in WRITING to show my attorney. Perhaps they have found some flaw to my character that should be revealed. 

The ATM card was given to me as an extra to my checking account. No application was required and I have held it for about 20 years. I still have a functioning Citizens checking account but I now fear it too might be in jeopardy for similar nebulous reasons. 

The US Embassy in XXXX has notarization facilities and the ATM reapplication could satisfactorily be done here and save a trip across the Pacific Ocean. XXXX XXXX did not respond to that suggestion. 

xxxxxxxxxxxxxxxxxxxxxxxxxxxxx. 

XXXX XXXX 's response is below : -- Note : XXXX XXXX : " We have attempted to reach you at XXXX but our attempt was unsuccessful. '' My telephone records unsuccessful attempts and there was nothing from Citizens before XX/XX/XXXX 

Her response talks of needing my personal telephone number. Well, now she has it but that is not enough. 

On XXXX XXXX XXXX I have tried a dozen times. I get to XXXX but they say operators are unavailable. 

I would like to add that Citizens is not equipped to handle a foreign account, They have no email. They can not be contacted by telephone on ( XXXX ) numbers and they are not allowed to make international calls. 

XXXX XXXX response : -- Company 's Response XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX RE : ATM Card Replacement Dear XXXX XXXX : We are writing in response to the complaint that was forwarded to our Office by the Consumer Financial Protection Bureau ( CFPB ). We understand that you have expressed concern with not receiving your replacement ATM card. Citizens Bank strives to meet the financial needs of its customers and provide them with superior customer service. We are sorry for the frustration you experienced as a result of not being able to order a replacement ATM card through your online banking profile. We could not process your online banking request for a new ATM card because a telephone number is not linked to your profile. This is also why a new ATM card was not automatically sent to you upon expiration of your existing card. Prior to sending a replacement ATM card, we need to verify you by telephone using a number presently linked to your Bank profile The telephone number you provided with you CFPB inquiry is not currently linked to your profile. Additionally, the secondary number you provided is international and our Contact Center representatives are unable to make outbound international calls. You indicated, in your complaint, that you are unable to call our customer service department at XXXX. In an effort to further assist you with this matter, we contacted XXXX XXXX XXXX who in turn reached out to you to assist you with placing the toll free call. Per the instructions you were provided from XXXX XXXX XXXX, you must dial the XXXX toll-free number XXXX, wait for the XXXX XXXX XXXX announcement/tone and then enter the Citizens Bank toll free number XXXX. It is our understanding that you conducted a successful test call and reached our Contact Center but that you did not proceed to verification at that time. It is our intention to assist you with your financial needs with receiving an ATM card. We have attempted to reach you at XXXX but our attempt was unsuccessful. Please understand that we take the security of our customers accounts seriously, and would need to speak with you directly and link a valid telephone number to your profile prior to ordering a replacement ATM card. We regret the inconvenience this matter has caused. We appreciate the time you took to express your thoughts and for providing us with an opportunity to respond. Should you have any additional inquiries, please contact me directly at XXXX during my office hours of Monday through Friday from XXXX XXXX. until XXXX XXXX. Eastern Standard Time ( EST ). Respectfully, XXXX XXXX   Office of the Chairman CC : Consumer Financial Protection Bureau ( CFPB ) CFPB Case Number : XXXX Please help, XXXX XXXX XXXX, XXXX XXXXXXXXXXXX Tel : XXXX Mobile : XXXX PS Resolution would be a return of my ATM card

Company response to consumer: Closed with explanation