Consumer complaint received 2020-01-02
Company: PEOPLE'S UNITED BANK, NATIONAL ASSOCIATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
on XX/XX/2019, I noticed my bank account ( # XXXX ) had a negative balance. I contacted the bank and they confirmed the bank account had been hacked and over {$6800.00} ( approximately ) had been stolen out of the account. The fraud department of the bank investigated the false merchant and determined the amount of approximately {$6800.00} was stolen out of the account. I started the claim process of recovery of the funds that was stolen from the account. There was a total of 4 claims that were processed claim # s of XXXX ( {$980.00} ), XXXX ( {$3700.00} ), XXXX XXXX {$2300.00} ), XXXX ( {$2200.00} ) .The bank credited the amount of {$3200.00} to my account on XX/XX/2019. I was told by the bank ( Fraud Department ) on XX/XX/2019 that the rest of the funds would be recovered but would take a little longer ( up to 10 days more ). I again contacted the Fraud Department, they transferred me to a third party company ( XXXX XXXX is the name of the company ) that handles all claims from peoples united. The clerk said they have never heard of any claims, there were no claims filed and said they could not confirm I had any bank account with Peoples United Bank. Today XX/XX/2019 I called the bank to check up on the status of the pending claims. The customer service clerk looked at the following claim # s of XXXX ( {$980.00} XXXX, XXXX XXXX {$3700.00} ), XXXX ( {$2300.00} ), XXXX ( {$2200.00} ). She said all claims were closed. I told her only {$3200.00} was credited to my account and asked when they other amounts would be credited. she put me on hold to check with a " supervisor ''. She said she had my information and call back phone number in case we got disconnected. She put me on hold and then the call was dropped. She never called me back. I called again, I got another customer service rep on the phone. The other rep told me the same information about the status of the claims. The claims were all closed with no notes on the them. The rep commented that " having no notes on the closed claims was weird ''. She said she would call the fraud department and put me on hold. I gave her my call back number in case we got disconnected and she will call me back. She put me on hold and the call was lost. I received no call back. I called the customer service number a third time. Another customer service rep answered, gave me the same information about the claims being closed with no notes. She gave me the same run around about placing me on hold and calling me back after reaching the fraud department and again the call got dropped without a call back. I called my local branch in XXXX NY. I got the branch XXXX XXXX XXXX. She said that she looked into it and everything was processing. Nothing was closed. She told me to call back in 10 minutes and she would have all the information for me after she researched it. I called back the XXXX, NY branch in 20 minutes. I got a male teller on the phone that told me that XXXX XXXX was unavailable and he said that he called the " back office '' and said all my claims were processed. I told him that things sounded " funny '' and that I filed a complaint with the New York State Consumer Protection Board on suspected fraud within the bank not properly  crediting my account. He said he had to go and hung up on me. XXXX called me back 10 minutes later and said she would handle the account and " take care of everything ''. Based on all the time, run around and conflicting information I have gotten as well as all the people from this bank I have had to deal with, i simply do not believe her.

Company response to consumer: Closed with explanation