Consumer complaint received 2026-01-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY

Complaint narrative:
I am filing a complaint against Citizens Bank regarding unauthorized XXXX XXXX transactions on my account and the banks failure to properly investigate and maintain my disputes. 
I recently noticed unusual activity tied to XXXX XXXX on my Citizens Bank account. When I contacted Citizens Bank, a Fraud Department customer service representative reviewed my account with me and stated that the unauthorized activity had been occurring over an extended period of time. Based on my review and the banks review, all transactions in my timeline are unauthorized. 
Total unauthorized amount : {$830.00} In addition, I received the following credits/refunds back to my account without me initiating disputes for them, which created additional confusion about what Citizens Bank was doing with my account activity : {$44.00} ( credit/refund posted without me disputing it ) {$59.00} ( credit/refund posted without me disputing it ) {$19.00} ( credit/refund posted without me disputing it ) Separately, Citizens Bank only provided a confirmed refund/credit of approximately {$59.00} related to the most recent transaction I noticed, but the remaining unauthorized transactions have not been fully resolved. Overall, the dispute handling and crediting has been inconsistent and unclear, and I am still seeking full resolution for the unauthorized activity. 
After I reported the fraud, I was told my disputes would be investigated and that cases were opened. However, all dispute cases later disappeared from the Citizens Bank mobile app, and when I contacted Citizens Bank again, I was told there were no cases on file. This contradicts what I was previously told and indicates my disputes were not properly maintained, tracked, or investigated. 
During this process, I spoke with multiple representatives in Citizens Banks Fraud Department, including representatives named XXXX and XXXX. The representative who helped review my account and begin the dispute process was associated with XXXX XXXX, CA ( as reflected in my notes ). I called Citizens Bank multiple times during this issue, and on at least XXXX occasion I was hung up on by a representative with the last name XXXX, which made it more difficult to resolve the fraud and obtain accurate case status information. 
I also filed a case directly with XXXX regarding the XXXX XXXX activity. That case is still ongoing. 
XXXX XXXX ID : XXXX I documented dispute references recorded under XXXX, which correspond to the disputed amounts/claims tied to this issue. The XXXX references recorded include : XXXX XXXX XXXX XXXX XX/XX/year> XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX Despite these dispute references being documented during the process, Citizens Bank later stated there were no disputes/cases XXXX and the case information disappeared from the app without explanation. 
What I am requesting Citizens Bank to do : XXXX. Restore and acknowledge all fraud/dispute cases that were opened and provide written confirmation of the case status, including the XXXX references listed above. 
XXXX. Provide a clear written accounting of all unauthorized transactions, all credits/refunds issued ( including the {$44.00}, {$59.00}, and {$19.00} credits ), and whether any of these were temporary credits or final determinations. 
3. Conduct a complete investigation of the unauthorized XXXX XXXX activity, including how XXXX XXXX was used on my account without my authorization. 
XXXX. Reimburse me for the remaining unauthorized transactions so that my total loss is fully resolved ( total unauthorized amount {$830.00}, accounting for any credits already applied ). 
XXXX. Provide a written explanation for why the dispute cases disappeared from the app and why I was told there were no cases after previously being told an investigation was opened. 
XXXX. Ensure my account and XXXX XXXX wallet access is secured to prevent future unauthorized use. 
I can provide my transaction timeline, notes showing the XXXX references, and any additional documentation requested.

Company response to consumer: Closed with explanation