Consumer complaint received 2025-11-03 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: MA

Complaint narrative:
I have been denied this fraud claim 2 times!!!! I have had it reviewed. Lost hundreds of dollars and citizens Fraud department has not contacted me 1 time despite calling several times, physically going into branch, and writing letters. I am entitled to reimbursement under Regulation E ( 12 CFR 1005 ) XX/XX/year> Fraud Department Citizens XXXX XXXX Citizens XXXX XXXX, RI XXXX Subject : Dispute of Fraudulent Credit Card Charges Dear Citizens Bank Fraud Department, I am writing to formally dispute several unauthorized charges that have appeared on my Citizens Bank debit card account, number ending in XXXX As I notified you on XX/XX/year> my account was compromised while I was traveling in XXXX from XXXX, and I request your assistance in investigating and removing these fraudulent transactions. My initial claim was erroneously denied. I filed an appeal on XX/XX/XXXX and have not yet received all of my money. This is horrendous Customer service as I have had limited funds do to overdraft fees from the fraudualant charges. I have called several times and went to the local branch with no resolve! Please look into this ASAP as my next recourse is to hire an attorney. 

The disputed transactions are listed below Date of Transaction Merchant Name Amount Description XX/XX/year> XXXX {$120.00} Not authorized/Do not recognize XX/XX/year> XXXX XXXX CA {$46.00} Not authorized/Do not recognize XX/XX/year> XXXX XXXX CA {$51.00} Not authorized/Do not recognize XX/XX/year> XXXX XXXX CA {$18.00} Not authorized/Do not recognize XX/XX/year> XXXX XXXX CA {$20.00} Not authorized/Do not recognize XX/XX/year> XXXX  XXXX XXXX {$14.00} Not authorized/Do not recognize XX/XX/year> XXXX  XXXX {$10.00} Not authorized/Do not recognize XX/XX/year> XXXX XXXX {$11.00} Not authorized/Do not recognize XX/XX/year> XXXX XXXX {$71.00} Not authorized/Do not recognize XX/XX/year> XXXX XXXX {$210.00} Not authorized/Do not recognize Total {$580.00} I did not authorize or participate in these transactions, nor do I recognize the merchants involved. I have already reported the card as stolen, changed my online banking password, and contacted customer service. 



In accordance with the Fair Credit Billing Act, I respectfully request that these charges be removed from my account. 

Citizens advertises on its website that Our Debit Card comes with Zero Liability coverage2 and yet despite the fact that I timely notified Citizens of the above fraudulent charges the disputed amounts have not been returned to my account. 

Please confirm in writing that you have received my dispute and are conducting an investigation. I would appreciate a written update on your findings as soon as possible. 

Thank you for your prompt attention to this matter and for your assistance in protecting my account. 



Sincerely, XXXX and XXXX XXXX XXXX : MA Division of Banks Rhode Island Division of Banking Federal Trade Commission Consumer Financial Protection Bureau

Company response to consumer: Closed with monetary relief