Consumer complaint received 2024-03-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: CITIZENS FINANCIAL GROUP, INC.
State: CT

Complaint narrative:
To Whom It May Concern, I am writing to submit a formal complaint regarding a series of unauthorized transactions and the subsequent mishandling of my claim by Citizens Bank. 

On XX/XX/2024, I observed {$2500.00} in pending transactions on my Citizens bank account. These transactions, originating from various merchants with whom I had no prior association ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX ), immediately raised concerns. Without delay, I contacted the fraud department to report these unusual activities and initiated a claim for the unauthorized transactions. Notably, this incident marked the second occasion within a few weeks that my account had been compromised, despite assurances following the initial fraud attempt and subsequent resetting of both my online banking credentials and debit card. 

Since XX/XX/XXXX, I have diligently pursued resolution of my claim through various means. I sought assistance from online banking technical support to address recurring issues with my password being changed and subsequent account lockouts. During this interaction, I was informed that my phone number had been 'spoofed ', resulting in unauthorized access to my online banking account from an IP address located in XXXX XXXX Following the recommendation provided, I promptly closed my online banking account, changed my phone number, reset all network settings, and froze my Citizens bank account due to the compromise with eventual intent to close, all money has been withdrawn and the account left open until funds are recovered. 

Despite my proactive efforts, I encountered significant challenges in resolving the matter with Citizens Bank. Subsequent follow-ups, visits to multiple branches, and considerable time investment yielded no progress. To my dismay, I discovered that my claim had been denied after numerous attempts to obtain updates on its status. On XX/XX/2024, I visited a branch in person seeking an update, only to leave after a four-hour wait due to the fraud department 's refusal to verify me over the phone. The following day, upon calling in, I was informed of the claim denial, citing " fraud did not occur '' as the reason. Subsequent attempts to escalate the claim resulted in a secondary review, which ultimately yielded no resolution. 

On XX/XX/2024, I contacted Citizens Bank once again, only to be informed that the second review had also been denied. This repeated denial, coupled with conflicting information provided by bank representatives, has left me profoundly frustrated. Furthermore, the disrespectful treatment I received, including being snickered at and laughed at, is wholly unacceptable. I have escalated this matter to the XXXX of the XXXX. 

In light of the above, I hereby formally lodge the following complaints : XXXX. Unauthorized Transactions : A detailed record of the unauthorized transactions totaling {$2500.00} on XX/XX/2024. 
XXXX. Mishandling of Claim : Citizens Bank 's failure to adequately investigate and address the unauthorized transactions, resulting in unjust denial of my claim and lack of evidence for denial. 
XXXX. Poor Customer Service : Unprofessional conduct exhibited by bank representatives, including disrespectful behavior and provision of conflicting information. 

I request a thorough investigation into these matters and appropriate action to rectify the situation. Additionally, I urge prompt resolution of my claim and reimbursement of the wrongfully withheld funds. 

Thank you for your attention to this matter. I anticipate a timely response and resolution. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation