Consumer complaint received 2015-03-23
Product: Credit card — 
Issue: Rewards — 
Company: CITIZENS FINANCIAL GROUP, INC. (MI)

I 'm a longtime member of Charter One Bank/RBS Citizens Bank. When my mother ; XXXX XXXX became elderly, I assisted her in opening an account with Charter One at their branch office located on XXXX XXXX XXXX of XXXX in XXXX, Michigan and I was placed on her account as co-account owner. As my mother 's XXXX, it became necessary for me to obtain a " Durable Power of Attorney '' to handle both her Financial and Medical needs. Some years ago, with my mother present, I presented the original ( stamped with seal ) " Durable Power of Attorney '' at the Charter One branch office located on XXXX in XXXX, Michigan for their record file. When presented, it was my understanding I would be placed on all of my mother 's account. Furthermore, when I needed to transact her business I would be welcomed as though " I '' were " She. '' On XXXX XXXX, 2015, I was contacted by Charter One Master Card someone had made fraudulent charges on my mother 's credit card account. The caller stated she would immediately close my mother 's Master Credit Card account and open a new account and send another Master Card the next day. Upon receiving my mother 's new credit card I realized she was entitled to " XXXX '' bonus points. I telephoned the bank to redeem her " XXXX XXXX '' bonus points and I was informed my name was not on my mother 's credit card account. I informed them, I had taken the original " Durable Power of Attorney '' into the branch office and it should be on file. The representative indicated there was a " Durable Power of Attorney '' on file with Charter One Bank but Master Card is a separate entity from the bank and would require another " Durable Power of Attorney. '' I replied why ca n't Charter One forward a copy of the " Durable Power of Attorney '' to Master Card. I was told to go into a local branch and they could resolve the issue. On XXXX XXXX, 2015, I went into the Charter One Bank located ; XXXX XXXX XXXX XXXX XXXX, in XXXX, Michigan, XXXX. I was told no branch manager was available - the bank teller made copies of " Durable Power of Attorney '' and stated she would forward the document to the branch manager the following day to resolve the issue. On XXXX XXXX, 2015, I telephoned the XXXX branch for the results of their investigation and was told by an individual who identified himself as : XXXX, there were no branch managers available, but he had talked to representatives at banking headquarters and I would have to telephone " customer service '' along with my mother on the telephone to resolve the issue. I informed him my mother is XXXX ( XXXX ) years old and suffers from " XXXX XXXX XXXX '' and is XXXX of the issues involved. He offered a XXXX suggestion was to take the original " Durable Power of Attorney '' into a local branch office for recording and to be placed on file. I indicated to him I had already done that years ago at the XXXX branch. XXXX indicated he was unable to resolve the matter at his level. In an effort to resolve the issue without further problems, on XXXX XXXX, 2015, I went to the branch office ; XXXX XXXX XXXX, XXXX, Michigan, XXXX and talked to XXXX XXXX. She indicated there was " no '' branch manager available but she would assist me. She telephoned bank headquarters who told her there was " no '' " Durable Power of Attorney '' on file on my mother 's account. There are inconsistencies in the responses I received while trying to resolve this issue with Charter One Bank. I know I took the original " Durable Power of Attorney '' to the Charter One Bank in XXXX, Michigan XXXX years ago to be placed on file for my mother 's banking accounts. This level of " customer service '' is abysmal.