Consumer complaint received 2022-01-22
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.

Complaint:
On XX/XX/XXXX I was the victim of identity theft. I found out about the event when I could not open my online bank account on that same date. I stopped into the local Citizens Bank branch in XXXX XXXX, Rhode Island on that date and spoke with bank representative XXXX who told me of the fraud. My husband and I stopped our debit cards and closed our savings account. We did not close out our personal checking account or my business checking account for several weeks waiting for all activity to stop ( per Citizens Bank advise ). I did open a new business checking on XX/XX/XXXX in response to the fraud. 

I found out that there was a check made for {$1300.00} from my business checking account when I went into the bank on that Friday XX/XX/XXXX and filed the claim for the amount of the check on that date. 

I found out the extent of the fraud on XX/XX/XXXX. I received a letter from XXXX XXXX stating that an account was attempted in my name. After speaking to a XXXX XXXX representative, I started an identity theft document with the Federal Trade Commission on XX/XX/XXXX. I filed a police report with the XXXX XXXX Police department on XX/XX/XXXX. I stopped my credit reports being used on approximately XX/XX/XXXX, per the trade commissions recommendation. 

During the first two weeks of the identity theft, I was in the Citizens Bank local branch several times, keeping up to date with any activity on the old accounts and working at closing out the accounts. My husband and I changed our Social Security deposits, pension payments, etc. during that first week. 

During the second two weeks of XXXX, I received letters from XXXX  XXXX XXXX and XXXX with the same problem of the perpetrators attempting to open fraudulant accounts. I called each one and personally went to XXXX XXXXXXXX XXXX on XXXX XXXX, XXXX XXXX, RI on XX/XX/XXXX and XX/XX/XXXX with my concern about the fraud. 

After approximately one month of our original claim on XX/XX/XXXX, I went into the Citizens Bank Branch and spoke to XXXX again with a concern that I had not heard anything about the claim. She told me that check fraud can take time and called the claims department on that date to find out the status of my claim. She told me the claim was being processed. 

On XX/XX/XXXX I received a letter from Citizens Claim department saying they finished their report and needed more information. I went into Citizens Bank branch AGAIN and sat down with XXXX. She said she would call and find out what information was needed. 

I received the amount of the check in my business checking account on XX/XX/XXXX and believed that XXXX had relayed the information needed and the claim was resolved. On XX/XX/XXXX, the {$1300.00} was taken out of my account. 
I called the local branch and spoke with XXXX, as XXXX was not working. He looked into the matter and told me he talked with claims and that there was a problem. I again went into the branch on XX/XX/XXXX at XXXX XXXX. I spoke with a claims representative at Citizens while sitting in XXXX office. Her name was XXXX and she told me they took back the amount of the claim from my account. She told me a NEW claim had to be filed as the amount of {$1300.00} deposited into my account was merely a provisional deposit until the claim was finalized. I received no notification from Citizens except the withdrawal of the funds. 
We filed a new claim on that date. 

On XX/XX/XXXX I received a letter in the mail from Citizens claim department. The letter stated that since the error in my account was reported on XX/XX/XXXX, it was reported too late and was denied. This claim was placed per claim department worker, XXXX recommendation. 

On XX/XX/XXXX I called the Citizens claim department and spoke with representative XXXX. 
She, AGAIN, took my information over the phone. Today, XX/XX/XXXX I received another letter from Citizens Claim department stating that the claim was denied due to late filing of the claim. This time they claimed the filing was on XX/XX/XXXX.

Company response to consumer: Closed with monetary relief