Consumer complaint received 2019-10-22
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
Between the dates of XX/XX/XXXX and XX/XX/XXXX, I became in contact with two people through an online shopping app called XXXX. I got in contact with them for attempting to purchase and XXXX at a much lower price then its retail. However once in contact with the people through this app, we mutually decide to try different payment options instead of through the app its self. On the first date which was XX/XX/XXXX I made contact with a female that was willing to sell the phone for {$350.00} dollars but requested that the money be sent through XXXX XXXX  instead. As soon as I had sent the money my contact went ghost and no longer would contact me back with any details of my purchase. My first attempt was to request the same amount of money back from the same person yet they declined my request immediately and by then I knew I had been scammed. Next I got in contact with the XXXX XXXX customer service themselves and they attempted to help me by supposedly reporting the user I was in contact with but they told me that I need to get in contact with my bank. About two days later following that event to my own foolishness I attempted to purchase the same thing again with a different buyer. This time though was in a similar sense where the contact was willing to sell and got in contact with me via text message. They seemed more legit then the first person when discussing details like shipping information. They also sent pictures of themselves at the post office ( however no faces of the buyers themselves ). So to my belief I thought they were a legit seller however in that time I sent this different person {$400.00} dollars per their request. During communication they were insistent on me sending as soon as possible but I wanted to be sure that it wasnt fake so we discussed shipping information that post office would provide so they sent a screenshot of the information but had blackout parts of it the would be needed to track the package. They then told me they would send the full image once I sent the money, so I did. As soon as they got it they then proceeded to tell me that they believed they could get a much greater deal for the phone and then requested an additional {$300.00} dollars more but I refused since we had agreed on the initial {$400.00} being the set price. They then proceeded to continue to beg for more money and I continued to say no and than I asked for a refund on my money and they then refused to answer anymore. This second payment was sent through XXXX, through my own mobile banking app. My bank was Citizens Bank and I proceeded to get into contact with them about both cases listing everything I had said above. Then they proceeded to tell me to make a claim about the events and that it would be put under review, which I did. I waited about two weeks later for their response in the mail about the claim I had made and they refused to help in any way saying because I authorized these payments, that their wasnt anything they could do. I understand that it was my mistake on my part in sending the money for the two events but I find it frustrating that because I never receive anything for what I paid for, that the bank is unable to help in any way.

Company response to consumer: Closed with explanation