Consumer complaint received 2025-12-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA

Complaint narrative:
Summary : I noticed an incorrect charge on my account and Citizens Bank has been ineffective or obstructive in resolving it. Through this process I have contacted Citizens 7 times over the past XXXX  months and have received false information from Customer Service ( CS ) reps, had my claim denied for false pretexts, and had an incorrect amount refunded to my account only for the refund to be removed with no resolution. My observation is that Citizens appears to be making this process as difficult as possible to prevent customers from receiving relief from fraudulent claims, and/or is fraudulently denying claims. 

XX/XX/XXXX - I purchased gas, noticed a charge of {$170.00} ( which is far more gas than my car can hold ), and called to file a claim. I was told I would need to wait approximately a week for the charge to post. 

XX/XX/XXXX - I followed up with Citizens and was told the charge had not yet posted. 

XX/XX/XXXX - I followed up with Citizens, was able to file a claim, and was told that I would receive an update in XXXX business days. 

XX/XX/XXXX - I received a letter requesting information on this claim. 

XX/XX/XXXX - I sent an email providing the below information on the claim : I filled up my car ( <make and model> ) with gas at XXXX on XX/XX/XXXX with at most XXXX gallons of gas. Based on the typical local gas price of {$3.00}, the resulting charge should be approximately {$34.00}. My car can not fit {$170.00} ( XXXX gallons ) of gas in it, so I believe this charge to be in error. 

I went to the gas station the same day and they were unable to reverse or assist me with this charge. 

XX/XX/XXXX - I received a letter stating that there was no error, because the transaction is related to a wire transfer. 

XX/XX/XXXX - I called Citizens, CS rep stated that transaction had not gone through. I told the CS rep that the transaction is listed on my XXXX statement, and is shown in their app as posted. The CS rep followed up and saw that it was listed as disputed, and would re-open the dispute. I stated that I would like to dispute Citizens findings stated in the letter, they said they would escalate the matter to the back office. 

XXXX - I called Citizens to follow up and saw that a refund for {$140.00} dollars ( less than my claimed {$170.00} ) was issued. The CS contacted the back office and re-opened the claim. 

XX/XX/XXXX - I called Citizens for an update and that I was no longer seeing the {$140.00} credit on my account. The CS rep said claim is still pending and the timeframe has been reset since the initial denial. I informed citizens that if this complaint was not resolved on this call I would be filing a complaint with the CFPB and changing my banking and credit card business. They escalated the claim to the back office and said I would receive follow-up in XXXX business days. They would not connect me to the back office to explain or request resolution.

Company response to consumer: Closed with monetary relief