Consumer complaint received 2020-06-24
Product: Credit card or prepaid card 
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA

Complaint:
This dispute involves a {$350.00} refund that I never received from XXXX XXXX XXXX ( XXXX ) as the cruise was canceled on XX/XX/XXXX due to Covid-19. Originally I had paid a total of {$1400.00} before the cruise was canceled. The first payment of {$50.00} started on XX/XX/XXXX under a previous Citizens Bank issued debit card ending in # XXXX. A total of {$350.00} was paid between XX/XX/XXXX through XX/XX/XXXX. A new Citizens bank debit card was issued ending # XXXX and payments continued from XX/XX/XXXX through XX/XX/XXXX for a total of {$1000.00}. {$1000.00} was refunded by XXXX to my Citizens Bank checking account on XX/XX/XXXX, however I am still owed {$350.00} from the old debit card # XXXX. 

I was advised by XXXX that I had to contact Citizens to resolve the {$350.00} credit because XXXX attempted to credit it back to # XXXX but was prevented from doing so, therefore it was Citizens Bank 's responsibility to credit back the {$350.00}. Citizens Bank refuted their claims as the refund should have gone through because # XXXX is under the same checking account I have been using all along. 

I was given the runaround so many times with Citizens Bank over this. They gave me temporary credit of {$350.00} on 3 separate occasions then reversed the credit each time which ultimately messed up my checking account. I tried to call the XXXX XXXX  XXXX XXXX, XXXX several times to no avail. No one answered that number at all, only received a recording that no one was unavailable to assist customers due to to Covid-19. I then called Customers Services several times and was informed that Claims Department will followup which has not happened. I left specific instructions to leave a message on my Sign mail with a number to call back if I did not answer at that moment ( Keep in mind I am XXXX and use XXXX XXXX XXXX XXXX XXXX  ). To this date, I have not received a call back and this is infatuating! 

As you will see letter dated XX/XX/XXXX, Citizens Bank claims that the merchant ( XXXX ) has issued a credit in the amount of {$350.00} which is totally false. First of all, I was never issued that credit by XXXX and where is the evidence that XXXX has credited {$350.00} Second of all, there is no mention of when it was issued. 

I've made several calls to XXXX XXXX at XXXX between XXXX XX/XX/XXXX regarding this claim # XXXX and yet it is not resolved. 

Please help! {$350.00} may mean nothing to Citizens Bank but it is a lot for a consumer like me who has been a loyal customer of Citizens Bank for many years. I certainly do not deserve this treatment by Citizens and I have the right to claim the {$350.00} plus interest if applicable. 

Thank you for your attention to this matter. Best way to communicate with me is to call me at XXXX with any questions or email XXXX. If I do not answer the call, please leave message with a call back number as the interpreter will sign your message XXXX XXXX XXXX

Company response to consumer: Closed with explanation