Consumer complaint received 2025-07-11 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: NJ

Complaint narrative:
I am writing to you regarding a breach in Citizens Bank that compromised my business account. While I was away visiting my son in XXXX with my family I happened to check my Citizens XXXX XXXX  account ending in XXXX. I was startled to see that over the course of a few days there were XXXX unauthorized debits ( totaling {$6500.00}, documentation included ) that were allowed to go through without any internal flagging on the banks part. Apparently someone had used XXXX as a conduit to remove money that was not authorized by me from my account. I was told it was with a debit card, which I do not have for this account. It was approximately XXXX in XXXX and my only means of contacting the United States was calling my twin sister in North Carolina on XXXX. She placed a call to Citizens and explained the situation to XXXX of your representatives but was told since she wasnt an authorized signer on the account they couldnt help her. I attempted to reach Citizens via an email chat ( which I have documented in this packet ). I explained that I was out of the country and needed to at least freeze the account. Your representative ( XXXX ) tried to be helpful until she told me that I was required to use the mobile app to lodge a report of fraudulent activity. Unfortunately, this method was not possible/workable while I was in XXXX as it requires text verification that I could not receive where I was. She continued to instruct me to contact the Claims department however my only means of making a phone call was via XXXX and Citizens can not receive calls on XXXX. We went round and round with this scenario several times. I explained that I was out of the country until XX/XX/XXXX, she kept insisting that I needed to contact Business Banking. I asked her if she could call me but got no response. The email ended with XXXX mentioning that she would document this and forward to the appropriate department. So far I have not heard from anyone. 

My XXXX older sons returned to the XXXX on XX/XX/XXXX. My son, XXXX was able to make a call on my behalf and freeze my account. The representative that he spoke to said she is unable to reverse the transaction since he is not the account holder however she stated that she was flagging each transaction as fraudulent and freezing any further activity in and out of the account. At no point was he asked to identify himself or confirm his relationship with me. When I landed in XXXX on XX/XX/XXXX, I went to the closest branch in XXXX XXXX. I met with XXXX XXXX ( XXXX XXXX ) and she assured me that the account would remain frozen and she would open up a new account and move the small balance of my money over. She also told me that in XXXX business days I would get back the money that was stolen. 

This is the second time my account has been compromised. Last year it was a fraudulent debit through XXXX which I dont have or use. I now waited XXXX business days for my money to be returned, so far my money has not been returned. On the XXXX day coincidentally I received XXXX letters from Citizens bank ( which are included in this packet ) explaining that : Letter XXXX ) I didnt advise Citizens of the fraudulent activity in a timely matter ( false ) They recommend I work with XXXX directly. The letter provided a number for XXXX that lead to nowhere. 
Letter XXXX ) This letter documents the XXXX transactions. 
Letter XXXX ) This letter advises that they are working on the claims. I have made several phone calls to your fraud department, I have not received any information as to the standing of the claims. I stopped at the branch in XXXX XXXX and was told they couldnt help me, and that I should call the fraud department. The customer service is horrendous, especially since Ive had XXXX breaches on my accounts in the past year. Not only does Citizens Bank have inadequate protection for its account holders, it is completely useless as far as assisting when the inevitable breach occurs. 

With no other option I lodged a formal complaint with the XXXX XXXX NJ XXXX  XXXX XX/XX/XXXXXXXX on XXXX. On XXXX they told me to lodge complaint with The Office of the Comptroller of the Currency which I have done on XX/XX/year>.

Company response to consumer: Closed with monetary relief