Consumer complaint received 2024-05-15 00:00:00
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.
State: OH

Complaint narrative:
I learned on XX/XX/XXXX that my Citizens Bank checking account was involved with 4 unauthorized withdrawal transactions at branches in XXXX, PA. I have never been to XXXX in my XXXX  years and the last time I was in PA was XXXX  years ago. On XX/XX/XXXX the person or persons who stole my money withdrew {$2000.00} and {$2200.00} from XXXX different XXXX branch offices. On XX/XX/XXXX the person or persons deposited XXXX personal checks into my accounts. The checks were made payable to me and were fraudently endorsed. The signatures do not match my signature on file with Citizens Bank. In fact on XXXX of the endorsements my name " XXXX '' was mispelled as " XXXX. '' Both of the checks were written on a closed account. Then the criminals withdrew from my checking account the amounts of the XXXX bogus deposited checks in the amounts of {$1800.00} and {$2100.00}. Altogether the thieves stole {$8100.00} from my checking account. Further, when the first transaction occurred on XX/XX/XXXX, I was unloading groceries that I had purchased that morning. I used my Citizens Bank XXXX to purchase the groceries at an XXXXXXXX XXXX XXXX XXXX OH. It is an impossibility that I could be grocery shopping and unloading groceries in XXXX, OH and be in XXXX at the same time. I have furnished Citizens Bank a copy of my receipt with the time and date I was at XXXXXXXX XXXX 

On XX/XX/XXXX I phoned Citizens Bank Fraud Department. I was on the phone with a bank representative for 55 minutes and made a fraud claim that was assigned number XXXX. I was assured my account would be credited for the stolen amounts in 10 business days. I also discussed the matter with my branch officers and I was told the XXXX branches where the unauthorized transactions were lax in their involvement. It did not matter that the endorsements did not match my signature and no security questions were asked of the criminals. 

My claim was denied. On XX/XX/XXXX an branch officer told me my claim was denied because the endorsed signatures matched my signature on file with the bank. This is so bizarre because the XXXX endorsed signatures don't even match and XXXX of the signatures mispelled my name. I received a denial letter from Citizens Bank on XX/XX/XXXX that was dated XX/XX/XXXX. The letter stated the fraud investigation was completed and my fraud claim was denied. The claim was reported XXXX  XXXX  on XX/XX/XXXX. The fraud investigation letter was dated XX/XX/XXXX! No one connected to an investigation contacted me and my branch officers told me the video camera tapes were not even pulled up! This was a non-existent fraud investigation that culminated in an automatic denial of my claim. I was also directed to complete and submit fraud affidavits. 

I understand that in XXXX Citizens Bank agreed to pay $ XXXX after suit on behalf of some credit card customers. It was determined Citizens Bank failed to properly manage and respond to credit card disputes and fraud claims. It was determined Citizens Bank made customer jump through unnecessary and XXXX  hoops that were not legally required. One of the hoops was the use of the fraud affidavit that Citizens Bank agreed to discontinue and not bring it back. In numerous cases Citizens Bank automatically denied claims of consumers. 

Granted the above findings involved credit card customers. However, it must be noted the exact disreputable tactics Citizens Bank applied ti its credit card fraud customers are being used in my case. In fact on XX/XX/XXXX I stopped at my branch to see if the branch had any new information about my claim. To my astonishment one of the branch managers suggested we should " escalate '' my claim. You have to be kidding me. This has to be just another hoop and XXXX  tactic employed by Citizens Bank. I was given another claim number and advised a Citizens Bank representative would contact me. I am still waiting. I need my money. Furthermore, all Citizens Bank needs to do is send a photograph of the thieves who endorsed the bogus checks to my branch and my branch will immediately let them know it is not I in the photograph. I love my branch but I am utterly disgusted with Citizens Bank after this ongoing nightmare. I did file a police report but I am certain that it will have no positive influence on my claim which has now been " escalated. '' The escalated claim number provided by my branch officer is XXXX. My branch has been helpful in processing my claim and forwarding documents to the Citizens Bank fraud department.

Company response to consumer: Closed with monetary relief