Consumer complaint received 2023-03-01
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I have several bank accounts with Citizens to manage my XXXX business. I have not had an issue with my accounts until XX/XX/2022 when a rash of fraudulant activity started to occur across most of my bank accounts at the bank. 

It followed the same patterns of testing deposits and then making big cash withdrawals via fraudulant transactions like " XXXX XXXX XXXX '' or using fake company names like " XXXX XXXX. '' Despite calling and asking for these funds to be returned and flagged as fraudulent, some of my funds where not returned. To date roughly {$3000.00} has been taken from my accounts and I have not been reimbursed for them.

The complaint stems from the fact that this seems to be a bank weakness as my accounts are very private and I don't use internet means to pay for things ( just send paper checks ), except for my mortgages ( which are with Citizens for the most part ). The type of activity was consistent ( i.e. Acorns investing ) and done across multiple accounts. Even though warned that this is not activity I do or companies I work with, future fraudulant charges would occur and Citizens did not have a way to stop it besides closing the account.

I did finally close one of my personal checking accounts due to the frequency of fraudlant activities and growing tired of waiting on hold for hours a day, I requested a new account. This account was created via the phone with a Citizens rep and opended all on-line. No paper docs were created and I did not have to do anything for the account to be created. Despite not a single person knowing about this account and working with a Citizens rep to make it, a month later I had fraudulent activity of the same kind and manner as before. This baffled me as I did not even set-up that account to pay anything besides a car note ( with XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX very secure portals ). I made frequent calls about the fraud, but despite my calls, one way or another only some of the charges would get credited back to my account.

After working to reconcile all the charges, Citizens still owes me {$3000.00} and when called I was told it was a legal matter as I am past the 60 day federal regulated window. Even though I was calling often and frequently, it seems like my claims were denied by the opposing bank ( which why wouldn't they ... their client or they are the fraud ). It makes no sense that such internal weaknesses and protocols exist at a bank of this size. Something is not right and at the end of it, I am left with no recourse to assist as the bank is throwing up their hands and pointing to the time limit, while I sit with a claim made on time but was denied by the opposing bank so now I must call the opposing bank to recoop my money. Needless to say, the opposing bank will not be giving me my money ( if it even is a real bank or company to begin with ).

Our banks and the integrity of the system is critical to America 's success. We should be vigilent when fraud like this occurs in our major banks so easily without recourse. Please let me know how I can help expose this weakness of Citizens as it is clearly present and a bank targeted by frauds for these type of attacks as it is working for them.

Company response to consumer: Closed with explanation