Consumer complaint received 2024-07-19
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: CITIZENS FINANCIAL GROUP, INC. (NY)

Citizens Bank submitted false information to the CFPB in responding to complaint number XXXX. Citizens committed in writing that they would reimburse me {$9200.00} for the check that was stolen out of the mail, as I properly reported this matter to the bank. They committed to posting this money to my account by XX/XX/XXXX. 


Context from prior report : On XX/XX/XXXX, I wrote and mailed a check to XXXX XXXX in XXXX New York ( a wedding venue ) in the amount of {$9200.00} for the deposit for my wedding. The check was made out to XXXX XXXX. On XX/XX/XXXX, someone stole this check out of the mail, washed the check, wrote in their own name ( " XXXX XXXX '' ), and cashed the check in the amount of {$9200.00} at XXXX XXXX XXXX. I did not realize that the check had been stolen ( as the transaction in my account showed up in the same amount as I had originally written it ) until XX/XX/XXXX. I immediately filed a complaint with Citizens and reported this issue to the police and to the USPS. The following are the timelines of interaction I had with each of those 3 institutions in the days following. Citizens Bank XXXX XXXX TIMELINE * XX/XX/XXXX - Case is filed * XX/XX/XXXX - Citizens Bank receives Police Report Number * Notice of report will arrive in the mail within 3-5 business days * XX/XX/XXXX - Follow up Call - no help provided, no confirmation of the information I provided to them, request for confirmation input by call intake * XX/XX/XXXX - Filled out Declaration of Unauthorized Endorsement - for an Altered check * Getting a callback to verify this form 1 - 2 days for my callback * Call by Tuesday if I havent heard from Citizens * Need to print documentation before mailing it * XX/XX/XXXX - Request for documentation submitted- this will be mailed out to me * Email is impossible. * XX/XX/XXXX - Paper copies mailed in to confirm receipt e * Asked to escalate to a supervisor * XX/XX/XXXX XXXX XXXX Call center for Citizens Bank * Before XXXX XXXX  on XX/XX/XXXX, XXXX will call me back. * XXXX reports to the Office of the Chairman * XXXX XXXX XXXX XXXX, XXXX, RI XXXX * Write a letter - Attention office of the chairman * XX/XX/XXXX Fax sent to claims department at XXXX > Confirmed at XXXX XXXX  * XX/XX/XXXX - Received an email from Citizens stating that they had received some of my information. * Still need a confirmation * XX/XX/XXXX - went in person to Citizens, they actually helped!!! Faxing the information * Still need a confirmation * XX/XX/XXXX- Received a letter ( Dated XX/XX/XXXX ) denying my claim because I took 36 days to file the complaint instead of 30 days. XXXX Mail XXXX XXXX XXXX Request Number - XXXX Complaint # XXXX CCC # XXXX TIMELINE * XX/XX/XXXX - Case is filed * XX/XX/XXXX - Follow up phone call with USPS they told me it was going to be 2-3 weeks before they contacted me, not 2-3 business days. Inspector will follow up shortly * Inspector called XXXX XXXX instead of XXXX XXXX - Number of inspector is XXXX * XX/XX/XXXX - Contact made with XXXX XXXX via phone * Details of case provided to him * Case numbers provided to me * Fraudulent check details sent to him XXXX Claim Police Incident Report number : XXXX TIMELINE * XX/XX/XXXX - Case is filed * XX/XX/XXXX - Incident Report Number received * XX/XX/XXXX - Follow up email sent to Officer Incle because of the lack of contact from the detectives. * XX/XX/XXXX - Request for police report made online. Printed verification and added it to my Fraud Case