Consumer complaint received 2015-08-19
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
Several times now I have had credit and debit cards cancelled and new numbers issued, with very little explanation or information given by the issuing agent. This has happened with Capital XXXX, a XXXX Debt card in the past year and multiple times with Citizens Bank XXXX Citizens XXXX. 
To be specific for this complaint. Yesterday I tried to use my Citizens debit card to buy gas at a local station. The card was declined. The manager thought it was the processor on his gas pump and had me switch pumps. Card declined again. He had me come in to the store and he tried manually - card declined. Finally I pulled out a 20 % interest credit card not related to Citizens and paid for gas with that. 
This morning I contacted Citizens and was told that my card was " flagged '' because of some sort of breach and used terms that were very generic like " suspicious activity. '' I have seen nothing on my statements or online account information ( I check my account online almost every day as a rule ) involving unauthorized charges. I was given a supervisor who worked with me to allow two charges to be reprocessed, but also told me my newspaper subscription attempt had been declined overnight, and contacting the newspaper to recharge would have been time consuming - she wanted to get me my new card " overnight. '' I asked WHO used my card or attempted to use it, and/or which company that I trusted with this information was breached or hacked. Even when I was given to a supervisor I was told Citizens had no information, that XXXX was the entity directing the card be cancelled and replaced. Before I hung up, I asked about another account with the bank and was told that THAT debit card - a second card with a second account - was ALSO " flagged '' to be replaced. 

I contacted XXXX and was told that they could connect me to Citizens to explain how the cards were compromised. Citizens blames XXXX, XXXX blames Citizens and I ca n't learn the manner my account information was " compromised '' and in what way. I understand that hackers break into banks and vendors and steal numbers. I want to know WHICH bank or vendor was vulnerable. I believe it 's my right to know ; that if I am to be careful or cautious I have a right to know how this happened. Furthermore, if we are looking at patterns here, it will keep happening and when it does, I want to know when, who, and how. 
I am asking that your agency direct XXXX or Citizens, XXXX responsible for my accounts, to give me this information. I believe there needs to be clear policy about these situations. As the person who is trusting these entities, I have a right to know when the trust is violated. I am providing you with scans of the two cards that were canceled. If you need my bank account numbers, I am happy to provide those numbers. I am also writing to my senators and congressman to ask them to consider some sort of legislation that provides us with the ability to access this information without spending hours on the phone and resorting to complaints. 
I spoke with my AG 's office and their Division of Banks and was told that if it was a bank they regulated, I could file a complaint and the bank would then be compelled to give me the information. I hope the process is the same here. 
I understand that the companies involved are concerned about their reputations, but as the consumer, I believe I have - or should have - the right to know.

Company response to consumer: Closed with explanation