Consumer complaint received 2019-04-24
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: CITIZENS FINANCIAL GROUP, INC. (NY)

I am writing to you in the hope that a matter with my personal checking account with Citizens Bank can be properly resolved. On XX/XX/2019 I contacted Citizens Bank Customer Service alerting them to a serious problem with my checking account being used fraudulently. The Customer service representative spent almost an hour going over all the contested transactions that were fraudulently used against my account. The Case number for the investigation is/was XXXX. I was told that I would get all my money back and that there might be additional transactions added due to the totality of the fraud perpetrated. The first estimate was {$890.00} taken from my account. At the conclusion of our conversations the Customer Service representative again reassured me that I would receive all my money back and that she had to call me later on that day with a grand total. She said due to the amount of transactions being contested for fraud that the system was taking a longer time than usual and she would return a call later that day with the total. Later on XX/XX/XXXX, I was called back by the same Citizens Bank Customer Service Representative and she told me that she had found more charges totaling {$1300.00}. She told me that I should give them up to 10 business days to complete the investigation and she again reassured me that I would get all my money back. On or about XX/XX/XXXXI called Citizens Bank Customer Service requesting an update on my case and the gentleman that was helping me told me that the total had changed and that I would be getting back {$1300.00} no later than XX/XX/XXXX. On XX/XX/XXXXaround XXXX I contacted Citizens Bank Customer Service and asked where my deposit was at and did they have any information as to what time the deposit would be made. I was informed that my money would not be returned in full and that I would only receive {$590.00}. As you may imagine my initial shock was immediate and when I asked why wasnt I getting all of my money back I was told that the Claims Department needed to answer me as Customer Service couldnt provide me with an answer. They transferred me to Claims Department where it was explained that they would only go back so far on the fraudulent charges for reimbursement and that I would not receive a full payment as I was initially promised. The fraudulent charges began around the first of XXXX, XX/XX/XXXX and I didnt make my first claim until XX/XX/2019. 
I realize that {$1300.00} is not a lot for a Bank that deals in hundreds of millions of dollars in daily business transactions and was once owned by XXXX XXXX XXXX  XXXX, but {$1300.00} is a considerable amount of money for me and my family. I am the sole breadwinner and my military retirement and paycheck are all that I have. I have been a faithful and good customer of your company for years and have had a wonderful Customer experience. I am deeply disturbed that I was told several times that I would be getting the full amount back even after the totals kept changing and did not get what was promised to me. I was reassured by every Customer Service Representative I was in contact with that I would receive the full amount in return due to this not being my fault in any manner whatsoever. I am now writing to you to get this resolved as I do believe as did your own Representatives that I should be reimbursed fully for {$1300.00}. Ive asked several times to speak to Claims and they refuse to accommodate and even acknowledge the huge discrepancies as to what I was promised by the Bank and what I actually received. The difference from what was taken minus what was sent to me is {$770.00} I am respectfully requesting your assistance in this matter and that I be reimbursed for the full amount of {$1300.00}, minus the already reimbursed {$590.00} for a total of {$770.00}