Consumer complaint received 2016-11-15
Product: Bank account or service — Checking account
Issue: Making/receiving payments, sending money — 
Company: CITIZENS FINANCIAL GROUP, INC. (MA)

On XXXX XXXX 2016 XXXX XXXX XXXX contacted me toconfirm a check drawn on my Citizens Bank checking account was indeed valid. It was presented at a XXXX branch in Delaware the previous day in the amount of {$42000.00}. I confirmed that the check was not authorized and that it was fraud. I called Citizens Bank fraud hotline immediately and reported it. An affidavit would me mailed to me. I was told I would have to go to a branch to close the account. 
I immediately went to the XXXX XXXX branchin XXXX. XXXX XXXX XXXX XXXX assisted me in closing my account and informed me that the funds would be returned by 10 days but usually less. He indicated the check was presented as an electronic payment no signature required. To him the check was clearly a fake. 
An incident report was filed with the XXXX MA police. Detective XXXX XXXX was assigned. 
I followed up daily with XXXX XXXX for the next week. I had requested records of any phone inquiries made on my account and any IP addresses of any PCs that logged in to my account. They were able to provide me with the last three calls only just me reporting the fraud and following up twice on the XXXX and XXXX. 
On XXXX XXXX branch manager XXXX XXXX informed me that my funds would not be returned for 6 to 8 weeks as this was not electronic fraud that it was paper check fraud. I disagreed based on what his own employee had told me. I informed him that I had not received the affidavit.He informed me that my case was referred to the Office of the Chairman. XXXX XXXX was assigned. I subsequently informed XXXX XXXX of my intention to pursue Regulation E. 
On XXXX XXXX XXXX XXXX and I spoke via phone. I was told I would need a subpoena to get any information on my account regarding when it was accessed. She indicated Citizens Legal department was reviewing my question of electronic versus paper. I also asked XXXX XXXX if they deemed it paperfraud Iwanted Citizens definitionof properly payable in writing. I told her that I had not received their affidavit and she said it should have been sent on the day I reported the fraud. 
On XXXX XXXX I received the affidavit in the mail post marked XXXX XXXX. I completed and returned the following day. 
On XXXX XXXX XXXX XXXX informed me there was no update on my claim nor from her Legal Department. 
On XXXX XXXX XXXX XXXX informed me that her claims team sent the claim to XXXX on XXXX XXXX. They would not be able to follow up for two weeks. Her Legal team deemed this case to be paper fraud not electronic. She could not answer the question about properly payable. She informed me that the check was presented as if I had authorized payment over the phone. Not that I had but that it was it was not overly concerning and that is what those types of payments look like. I asked why they did not follow up with me before releasing the funds as the activity is so extraordinary for my account. She stated that I would upset if they delayed my payment. She indicated that her Legal teams response would be sent to me via Fed Ex as she could not email it. She would email me the tracking number. Still waiting. 
On XXXX XXXX XXXX was able to confirm receipt of the claim but XXXX XXXX had no additional updates. 
On XXXX XXXX XXXX XXXX called to tell me there was no update on my claim. I requested that I be paid interest from the time my funds were withdrawn until it gets returned to me. She also informed me that due to my strong language she would not longer verbally communicate with me. We agreed that Citizens would update me daily via email. One email was received on XXXX XXXX with no update and I have not received any responses since.