Consumer complaint received 2023-11-27
Company: CITIZENS FINANCIAL GROUP, INC.
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I was originally XXXX client who opened an account around XX/XX/XXXX. Transferred to Citizens Bank on XX/XX/XXXX. I believe Citizens Bank is strong and responsible enterprise, so keep accounts with their bank. 
Around XX/XX/XXXX I was shocked to find that my account only had {$4.00} left. My reporting date is XX/XX/XXXX, During the reporting process, they tole me that an inverstigation would be launched and me to be patient. After 15 days, on XX/XX/XXXX I received a reply from them informing me that I was not eligible and refused to pay compensation on the grounds that it had been more than 30 days. 
I have some questions about why the report was not submitted within 30 days. within 30 days of receiving the bank statement. I believe I am qualified. I have called the customer service department of Citizens Bank multiple times about how many days I will receive the monthly statement Customer Service Department XXXX XXXX, XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX ...... 
If needed. I can provide more information, and the customer service department has clearly informed me. my monthly statement will be cut off on the XXXX of the current month, processed in the last week of the month, and the mailed within 7 to 10 business days. For example, my month statement for XX/XX/XXXX will be cut off on XX/XX/XXXX and processed from the last week of XXXX. The mailing time is 7 to 10 business days, so I should received the monthly statement around XX/XX/XXXX. And I reported it on XX/XX/XXXX, which is within a month. Does this make sense? I asked my family and friends with citizens bank accounts around me, and they told me that they usually receive monthly statements around the XXXX to XXXX of the next monthly. I think this is the only reasonable. 
I am not a high-tech person and there is no requirement for online banking when opening an account. Many of my friends around me don't have online banking either. I don't have online banking and I can't see monthly statements. 
Online customer service department : XXXX XXXX XX/XX/XXXX XXXX Tell me someone registered online banking in my name on XX/XX/XXXX. I downloaded the online banking update email on XX/XX/XXXX at XXXX and resetting my password on XX/XX/XXXX at XXXX : XXXX. 
I saw that the monthly statement was on XX/XX/XXXX XXXX withdrawals of XXXX and XXXX twice a day. This is not reasonable, and I did not receive any phone prompts.It is unreasonable to withdraw XXXX and XXXX twice within one day on XX/XX/XXXX. If the amount exceeds XXXX, It should be reported to the federal government. I have not received any phone prompts. on XXXX XXXX Withdrawal of XXXX, ATM withdrawal multiple times on the same day, etc The customer service department also informed me that the last XXXX digits of the debit card XXXX, which was activated on XX/XX/XXXX, and the last four digits of the debit card XXXX, which was activated on XX/XX/XXXX XXXXI don`t even know. and the withdrawal behavior occurs in the bank, They should have a video, they should check their ID, bank card and signature. If they take this matter seriously, If can be avoided. After the incident, the bank did not assume its due responsibility, but refused to compensate the customer and shirked responsibility. I believe CFPB have the ability to find the truth. 
I have already called the police, and the report number # XXXX XXXX  ( Deputy Sheriff ) XXXX. XXXX XXXX ( Investigator Sheriff ) XXXX reported to the identity Theft.gov, FTC number # XXXX Credit Scores have been frozen on XXXX XXXX XXXX XXXX and XXXX.and set fraud alert. 
I am a victim of identity fraud, Enduring immense pressure and pain every day. like many people, and I have not done anything wrong, I am innocent. I actively report and cooperate with the investigation, If you need more information please Let me know, my email address : XXXX I request the CFPB to investigation and regulate banks, so that I can receive fair treatment and solve the problems of bank customers. 
Sincerely. 
Thank you very much.

Company response to consumer: Closed with monetary relief