Consumer complaint received 2024-07-20
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: CITIZENS FINANCIAL GROUP, INC. (MA)

XX/XX/year> viaXX/XX/XXXX following the XX/XX/XXXX to become eligible of redeeming rewards to apply to my upcoming reservation I reserved a Non-Refundable Prepaid full size sedan at {$26.00} a day totaling {$170.00} for a minimum of XXXX week ( XXXX ) combined with rental car protection plan at {$80.00} from XXXXXX/XX/XXXXXXXX XXXX XXXXXX/XX/XXXX Finalizing the upcoming reservation as outlined in the price summary the prepaid rental fee of {$280.00} was to be deducted during check out from my XXXX balance of {$290.00} and the outstanding balance of {$30.00} for taxes was due at the car rental counter upon pick up. 
Although following program guidelines, ultimately my debit card was charged the prepay rental fee including car rental protection of {$280.00}. I immediately contacted XXXX regarding this error and was advised they would attempt to rectify the issue due to it being a systematic glitch on their website although they could not guarantee me a favorable outcome due to continuous unsuccessful communication with partnering company XXXX. XXXX customer support requested XXXX hours to work on my case acknowledging the urgency to make successful contact with XXXX and reassuring that they also expedited the case to the supervisor. 
Becoming proactive preparing for an unfavorable outcome I contacted XXXX via telephone several times and was unsuccessful, finally making successful contact physically visiting the location. 
At that time, I presented the agent with the XX/XX/XXXX Itinerary Number ( XXXX ) and booking Confirmation Number ( # XXXX ) when I was informed the reservation wasnt populating in the system. Providing the vehicle class on my reservation the agent recommended an electric car at the same rate as my reservation to accommodate me due to the lack of vehicles available. Concerned about the rate on the receipt of {$43.00} he reassured that was only due to picking up the vehicle XXXX day early and moving forward the rate would be adjusted to reflect what was on the reservation. Upon entry to the vehicle, there was a heavy smell of XXXX and obviously hadnt been cleaned following the last reservation. I alerted the agent and he stated do not worry about it I would not be charged for the lingering odor in the vehicle. Leaving the location I became more uneasy and contacted XXXX XXXX and was advised I could drop the vehicle off at any location, without hassle and extra cost. Upon calling other XXXX locations, I was advised that was not the protocol and I would also have to pay a {$150.00} fee for dropping the vehicle at another location in conjunction with paying the specified location rates. Completely unsatisfied with the service and the failure to connect with the XXXX location via telephone I submitted an online complaint to XXXX XXXX on XX/XX/XXXX. Following the car having mechanical issues and my XX/XX/XXXX month old and I been stuck outside stranded for hours ultimately I contacted XXXX and told them to tow the car from my house after finally arriving home safely following declining the offer to tow the car from the location we were stranded at to my home because of decreasing winter temperatures and XXXX XXXX side assistance wait time, although I was still charged a {$180.00} tow fee. With the the entire weekend passing, I noticed the vehicle was never picked up by XXXX and decided to use my personal XX/XX/XXXXand tow it to a charge station to see if I can get it back on XXXX XXXX and fortunately, I was able to get the car to start, went to the location in XXXX, and I requested a new vehicle and was told at that time there were not any vehicles available although I explained the mechanical issues at that time. I made the decision to remain in vehicle due to it being means of transportation for my child. As time passed on XX/XX/XXXX, I visited the location again and at that time the vehicle was switched and I brought to the agents attention the fees and rates I was being charged and was reassured that it would be adjusted. XX/XX/XXXX I physically visited the location to advise my bank account was in dispute status due to using an ATM that didnt dispense money. I remained in contact with XXXX via telephone to make them aware my bank would not provide me a provisional credit in order to pay the outstanding balance and was told to follow up when everything was all clear. In the interim they attempted to charge my debit card {$580.00} that I did not authorize and my bank marked as fraud prior to my knowledge of the transaction. Unbeknownst to me I was sent a certified letter dated XX/XX/XXXX although the letter was received at the post office until XX/XX/XXXX and I finally received on XX/XX/XXXX demanding payment or they would regain procession of the vehicle. 
On XX/XX/XXXX attempting to get my daughter from school I learned the antitheft system was activated making it impossible to drive the vehicle. Thankfully I was able to get a ride from a neighbor to pick up my daughter from school. Upon arriving home the vehicle was in the parking lot where I last parked it although returning outside to collect my belongings including an car seat, electric monitoring camera, hair weave and replacement sink the vehicle was gone. I contacted XXXX many times following this situation in hopes of obtaining my belongings and returning the rental car key I was still in possession of with fail. To my dismay I received a emailed statement of charges XX/XX/XXXX with untrue information such as the vehicle being returned on XX/XX/XXXX, total number of extra days I had the vehicle ( XXXX ), daily price of the vehicle {$43.00}, XXXX XXXX service {$180.00} and overdue admin fee {$530.00}. XX/XX/XXXX XXXX charged my debit card {$2800.00} that I disputed as a result of the correspondence I received from them that stated this is not an invoice and did receive a provisional credit although later reversed on XX/XX/XXXX putting my account in a large negative status after providing a detailed dispute to my bank at their request. Providing my bank with a statement that no credit was owed and providing the correspondence with false information to support that the XXXX XXXX of {$2800.00} was legitimate and in fact owed, I appealed the decision although my bank would later support the findings. 

I contacted XXXX numerous times via telephone and online to discuss my concerns regarding this reservation. Receiving automated email responses to the submitted request online XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and unfortunately have not received a response back as of XX/XX/XXXX.