Consumer complaint received 2026-01-05 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: NY

Complaint narrative:
Product : Checking account Issue : Unauthorized electronic funds transfer / bank error ( XXXX ) Complaint narrative On XX/XX/year>, Citizens Bank debited my account XXXX times for {$210.00} each ( {$840.00} total ) related to XXXX transactions. I did not authorize these debits. 

I attempted to send XXXX payments, but XXXX shows all XXXX transactions as FAILED and not completed, and none of these payments reached the recipient. Despite this, Citizens Bank posted and removed the funds from my account. 

I then separately sent XXXX {$210.00} payment via XXXX XXXX, which was received by the recipient. The XXXX XXXXrelated debits were unrelated to that payment and were unauthorized. 

Citizens opened Claim # XXXX, but has refused to issue provisional credit and has required me to wait several days or longer for resolution. The funds were fully posted last night, leaving my account negative {$210.00}, with no access to funds. 

I reported this issue immediately upon discovery late last night and again at XXXX a.m. the following morning. I was told a supervisor or fraud resolution manager may contact me in XXXX hours while my account remains without funds. 

This delay is causing immediate and ongoing financial hardship, including inability to pay for medical appointments, care for dependents, essential transportation, and beginning-of-month obligations. 

These debits constitute unauthorized electronic funds transfers and/or bank processing errors under Regulation E, particularly where the transfers failed and were never completed as authorized.

Requested resolution : I am requesting CFPB assistance to require Citizens Bank to : 1. Immediately restore the {$840.00} via correction or issue immediate provisional credit pending investigation 2. Waive and reverse all overdraft or related fees resulting from this incident 3. Provide written confirmation of how the dispute is classified ( bank error vs. unauthorized EFT ) and a clear investigation timeline 4. Confirm that no adverse account action or negative credit reporting will occur as a result of this incident In addition, I am documenting financial damages and loss of use of funds caused by Citizens Banks refusal to provide provisional credit. These include : Loss of access to {$840.00} during a critical period A negative account balance of {$210.00} Disruption to medical care and essential obligations Significant time and administrative burden spent resolving a bank error I am requesting that Citizens Bank provide appropriate compensation or goodwill credit to account for this documented hardship once the unauthorized funds are restored. 

I have been a Citizens customer for approximately XXXX  years and am seeking prompt, fair resolution of this matter. 

Desired resolution Immediate restoration or provisional credit of {$840.00} Fee waivers and reversals Written confirmation and investigation timeline No negative reporting Consideration of compensation for documented hardship

Company response to consumer: Closed with explanation