Consumer complaint received 2017-11-07
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Non-sufficient funds and associated fees

Complaint:
I have been banking here for approx 10 years. I filed a complaint vs this bank in XXXX of XXXX ( i think the year is correct ) in regards to the mishandling of a merchant dispute I needed to file for recovery from a company billed to my account named XXXX life and health insurance. My dispute was handled by XXXX. 

On XXXX XXXX, XXXX I became suspicious of ID theft, I immediately consulted with my branch XXXX ( XXXX XXXX. She advised me that in a situation like this it 's best to close the current account and create a new account. Which she did onsite. She advised me that they can work out any fees after some time has gone by and any auto debits, auths etc have completed their cycles or posted to the account. She also ordered new checks for the new account that were supposed to be free and a match to my previous order that I only just made on the old account. Today is XXXX, XXXX, XXXX. 

I began to follow up with XXXX by phone messages left at the branch, but XXXX never responded. Because XXXX was not returning my messages, I then Contacted citizens bank corporate to discuss all of the fee 's appearing on the old account #. I was told that this is not a bank error and it 's my fault and they are not going to waive any fees. I immediately called the XXXX XXXX and advised a banker named XXXX of my issue, He indicated that this has nothing to do with him and did not want to touch this with a 10 foot pole and said he is emailing XXXX as we speak. 

Since then it took approximately 10 days and 3 visits to the branch where I did a deposit " inside '' the bank, which I never ever do. These were done in the attempt to speak with XXXX who was always unavailable. I requested XXXX XXXX the VP of business banking to call me, but she never did XXXX however I did see XXXX there once but she also was too busy to speak with me at that time, She was on the phone ) Today was the first time I have heard back from XXXX at the XXXX, XXXX XXXX Branch. She advised me that the corporate office submitted a costumer complain on my behalf ( i did not even know ) and she agrees with them and will not be waiving any fee 's. I Advised XXXX that I was right to seek her advise in this matter b.c today I discovered proof that I am a victim of ID theft. XXXX did not seem the least bit interested. She seemed overall annoyed or hostile towards me. She also went on to say that it is out of her hands now because I called corporate. Basically leaving me feeling like XXXX this is all my fault or as if i did something wrong because I called the XXXX citizens bank #. Are n't they XXXX in the same? Is corporate a different company or something? 

As of this complaint date of XXXX/XXXX/XXXX I am being held responsible for the fees estimating at about {$500.00} and still have not been reimbursed for the large check order. In summary. I suspected ID theft, sought professional help from my branch bank. XXXX XXXX 's advise and instructions which have lead me to a loss of approx {$800.00} in total. Citizens Bank has no interest in assisting me and I dont beleive they ever did. XXXX XXXX misinformed me because she herself lacks the experience and knowledge to manage or she has seen this before and knew it would happen and therefor I believe it 's safe to assume kept this from me. Either way Her use of some terms like " Placing a hold on the account '' were not defined and she is abusing this grey area to serve some other purpose then to keep me as a consumer safe and protected from fraud attacks. 

In my Efforts to protect my family and my business and to hopefully again achieve peace of mind in regards to the safe keeping of my identity and the XXXX " not '' recovery of money. Citizens Bank has harmed me in this way.

Company response to consumer: Closed with explanation