Consumer complaint received 2023-08-04 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY

Complaint narrative:
I am writing to file a formal complaint against Citizens Bank regarding a series of fraudulent charges that were made on my credit card, which resulted in a total loss of {$4000.00}. Despite my numerous attempts to resolve this matter with the bank, no one from the fraud department has reached out to me and I have yet to receive a satisfactory resolution or even a proper explanation. 

Below is a detailed account of the events that have transpired since the discovery of the fraudulent charges : On XX/XX/2023, I noticed several unauthorized transactions on my Citizens Bank credit card statement. I immediately attempted to contact Citizens Bank using the number provided on the back of my card. Unfortunately, I was unable to reach a representative due to the limited hours from the number provided on the back of the card, and their fraud line isnt posted online. There is also no way to freeze the card on the mobile app. 

During my attempt to contact the bank, an additional fraudulent charge of {$80.00} occurred on my account, compounding the financial loss. 

On XX/XX/2023, I managed to get in touch with Citizens Bank and had my credit card frozen to prevent further unauthorized transactions. New credit cards were requested and sent to me. I was informed that the bank would be keeping the charges posted to my account, but to let it stay there even if interest accrues until the investigation is over. This is very different to my experience with other banks ( e.g : XXXX and XXXX ), where the amount is first credited to the customer during the investigation. 

On XX/XX/2023, as the bank had not refunded the full amount, I filed a police report ( Police Report ID : XXXX ) at the XXXX precinct with Detective XXXX XXXX assigned to the case ( Contact : ( XXXX ) XXXX ). 

On XX/XX/2023, Citizens Bank credited my account with {$1600.00}, which was just a part of the fraud loss that was incurred. Following the partial credit, I reached out to Citizens Bank, providing the police report information and requested them to further investigation and provide an explanation for the discrepancy. The bank also assured me that the charges on the account would still appear on the account and to not pay the balance until the situation is resolved, despite interest accumulating. 

On or around XX/XX/2023, I received a letter dated XX/XX/XXXX from Citizens Bank ( attached ), stating that they believed there was no fraud. However, the phone number provided on the letter was unreachable. 

After numerous attempts to contact Citizens Bank, I was finally able to get through on XX/XX/2023. I asked the bank to reopen the case and to communicate with me through calls or emails, as I would be overseas for the next two weeks. The associate who helped me on the phone assured me that this request was added to my case, and that the back office that handles these investigations did not have a direct number to call but they would reach out to me. 

On XX/XX/2023, Citizens Bank unexpectedly reversed the {$1600.00} credit without providing any explanation. 

A letter dated XX/XX/2023, was received, stating that Citizens Bank still did not believe there was fraud, which I only saw upon my return from overseas on XX/XX/2023. Still no one has attempted to reach out. 

On XX/XX/2023, interest of {$96.00} started accruing on my account, despite the fraudulent nature of these charges. 

On XX/XX/2023, once I got back from overseas, I called Citizens Bank 's fraud department get an update on the case, but they were unable to provide a timeframe for resolution or knew what the current status of the case was. They said someone would be reaching out to me. 

On XX/XX/2023, I sent a letter to Citizens Bank asking for an explanation and for someone to reach out ( attached ) at the address provided on my credit card statement : CITIZENS CARD SERVICES, XXXX XXXX XXXX, XXXX, CT XXXX. 

On XX/XX/2023, the letter was successfully delivered. 

On XX/XX/2023, I called the fraud department again, and they were still unable to confirm whether my case was opened or closed or when I could expect a response. I requested that they reach out to me for an update. 

As of my writing today on XX/XX/XXXX, I still have yet to receive communication from the bank. 

I am deeply disappointed with the lack of progress and communication from Citizens Bank in resolving this issue promptly. I have a great history throughout my time owning credit cards, and I have never encountered such issues in the past. These transactions are clearly inconsistent with my usual spending patterns, and I can provide additional evidence, such as my whereabouts during the time of the fraudulent charges to substantiate my claim. In fact, there are charges that occur at the same time on my account ( one legitimate made by me, and the other was fraud ) that are happening in two separate places that are far apart, which is not possible.

At this point, I dont know what to do. I am seeking the CFPBs assistance in obtaining a fair resolution with Citizens Bank. Im asking for a return of {$4000.00} in fraud charges, along with any accrued interest, which is still accumulating at the time of this writing.

Company response to consumer: Closed with monetary relief