Consumer complaint received 2018-08-17
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)

Step 1 : What is this complaint about? 
Abcsense of security, issues with their customer support agents, with mobile app, as well as how they handle issues. 
Step 2 : What type of problem are you having? 
I am a client of Citizens bank for the past few years. 
Every few months, I have had a terrible experience with : -Security ; -Customer Support agents ; and -Mobile App. 
-Most importantly, handling issues. During the past few months, I have had suspicious activity on my account and the bank did not notify me about it. 
The First time was : XX/XX/2018 ( pictures attached ), and second time XX/XX/2018 Step 3 : What happened? 
At the end of XX/XX/2018, my mobile app experienced some problems ( that happened before many times ) and when I finally got access, I saw many charges on my account.

I had my card with me, so some one stole my cc number and used it for a few days. Once again, the bank never notified me until I called them and filed the complaint. After a week or so, I finally got my money back, but let me tell you what it cost me : -I spent hours and hours on the phone to get someone, then when I did they would transfer me to all different departments over and over again. 
-they could not find my case number a few times -they changes my case # at least twice! 
-customer service was not helpful at all, only one person and he was a manager. I got him after a long frustrating 2 hour wait before he could help me. 
-After, I just noticed those charges, I called them right away and asked to close my account because i do not want anyone using my money. 
-few days after I already submitted the case, my cc was charged again! and It got declined! I had to pay the fees for their mistake. 
-it just was such a nightmare! 
On XX/XX/2018, I opened my online banking ( it did not work for day and a half befor that ) and noticed numerous miscellaneous charges for huge amounts of money XXXX picture attached ). 
Of course, I was shocked, since I was at work And had to ask my manager to take some time off and call the bank. After a 30 minute wait, I got transferred and waited again. Finally, I got a real person who told me that she has no idea what happened. I asked her transfer me to the supervisor, who told me first that she was not sure what happened, but then saw that it was a charge from the Citizens Bank claim department. I had even more questions after that! She said that both bank and XXXX XXXX gave me money back, which I did not notice or receive ... however, bank decided to take the money back without even notifying me!!! 
When I talked to the Citizen bank supervisor. I am really shocked that I do not have money on my account that I was supposed to spend on the flight tickets and hotel for my vacation on the XXXX, she saidthats ok, you have another {$600.00} left on your account. Is this an acceptable way to treat a customers? They can take my money and use it as they want? I do not think so. The supervisor continued to say that the only department who can answer my questions is the Claim Department, and it was already closed! She provided me this number XXXX of Claim dep ( which opens at XXXX XXXX ), the earliest I called them after XXXX XXXX. No one answered me for more than 40 minutes, I took a print screen, during My wait for them ( I attached it as well ). 
I am full time XXXX XXXX XXXX XXXX, XXXX XXXX XXXX and wife of my husband. I have my personal life and do not want to spend hours with this bank to solve something that could have been avoided or corrected. I do not feel secure with this bank at all. I am planning to go on vacation on XX/XX/XXXX and planned to spend that money on the hotels and flight tickets. Now I have no money. As a resolution for this situation : I want to get all the money they took from account ; I want to close my account with them and if its possible ; and I want to get an compensation for hours of time that I spent being stressed. 
If I do not get my money back especially before my vacation, I will have to contact a lawyer, because not only do I not have money! I wont be able to go on vacation which I have been saving for all year. This is unacceptable and disgraceful. I am extremely upset. 
Thank you for your attention to this matter. 
Step 4 : What company is this complaint about?

Citizens Bank Step 5 : Who are the people involved? many citizens bank employees, supervisor, claim department.