Consumer complaint received 2025-12-09 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: OH

Complaint narrative:
Company complained about : Citizens Bank , N.A. 
Product : Bank account or service ACH debit dispute / error resolution What happened : I am filing this complaint because Citizens Bank has refused to assist me in resolving a dispute involving a merchant who failed to deliver goods I paid for through an ACH debit. The merchant, XXXX XXXX XXXX XXXX XXXX, has admitted in writing that they were unable to fulfill orders, unable to ship, unable to refund, and instructed me to contact my bank to reverse the ACH payment. Despite this, Citizens Bank denied my dispute and has failed to provide proper consumer protection under federal Regulation E and NACHA rules. 
Background XX/XX/year> : I paid {$8700.00} via ACH through XXXX XXXX XXXX Window & Door for a custom door ( Invoice # XXXX ). 
The merchant promised a XXXX delivery, which would have been early XXXX. 
No product was delivered, no tracking was provided, and no phone calls or emails were returned for weeks. 
Merchant admitted they could not fulfill orders In multiple emails, XXXX stated : They were unable to operate due to a bank freeze. 
They could not pay for materials, shipping, or production. 
They advised customers : Do not wait for delivery. 
The only option is to request an ACH reversal through your bank.

If your bank can not reverse the ACH, notify us and we will arrange another refund solution. 
I relied on these statements, initiated a bank dispute, and purchased a replacement door. XXXX later reversed their story and claimed they were suddenly ready to ship, XXXX weeks late and only after learning of my AG , FDACS, and bank disputes. 
Citizens Bank denied my dispute without reviewing documentation The dispute department initially denied my claim, based solely on the merchants statement that they were ready to ship.

Citizens Bank : Did not consider the merchants written admissions that they could not deliver Did not evaluate the emails where the merchant requested I seek an ACH reversal Did not review evidence showing failure to deliver within the contracted timeframe Treated the incident as a simple merchant dispute, not a case of non-delivery and misrepresentation I later found out the bank had supplied me with the wrong documentation email, meaning none of the evidence was reviewed before the denial.

Citizens Bank has refused to apply NACHA or Reg E protections This transaction qualifies for an allowable ACH return under : NACHA R10 Improper debit ( goods not delivered, transaction induced by misrepresentation ) NACHA R11 Not in accordance with agreement ( merchant failed to deliver the contracted product ) The dispute representative stated they can not reverse the payment unless the merchant chooses to, which is not consistent with NACHA return authority and not consistent with Reg E error-resolution obligations.

Harm to the consumer I am out {$8700.00} The merchant refuses to issue a refund despite committing in writing to do so if bank reversal fails My project was delayed, and I was forced to purchase another door Citizens Bank has failed to protect me despite clear evidence of misrepresentation and non-delivery What I want the CFPB to do I am requesting that the CFPB : Review Citizens Banks failure to apply appropriate consumer protection rules under Regulation E and NACHA.

Require Citizens Bank to reopen my dispute and properly evaluate all documentation. 
Ensure Citizens Bank corrects its internal dispute-handling procedures so that consumers are protected in cases of : Non-delivery of goods Merchant misrepresentation Improper ACH debits Request that Citizens Bank provide a full refund of {$8700.00} for this improperly handled ACH transaction.

I will provide the CFPB with : The invoice Full email chain Merchants written admission of inability to fulfill The merchants instructions telling me to request a refund through my bank All dispute documentation AG and FDACS complaint filings Phone and email logs showing weeks of non-responsiveness Thank you for reviewing this matter. I am seeking only a fair and lawful resolution under federal consumer protection standards. 
XXXX XXXX

Company response to consumer: Closed with explanation