Consumer complaint received 2025-07-08 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: MA

Complaint narrative:
On XX/XX/year>, at approximately XXXX XXXX, we were contacted by the Citizens Bank Fraud Department regarding suspected fraudulent activity on our debit card. The representative informed us of several attempted transactions at a XXXX location in XXXXXXXX XXXX which raised concern. 

We immediately confirmed that we were not responsible for those transactions, nor for several others that were questioned during the call. We also clarified that we have never been to Wisconsin, and our debit card has never been used or authorized for use in that state. 

Despite preventive efforts, eight unauthorized transactions were successfully posted to our account, comprising : Three ( XXXX ) ATM withdrawals totaling {$500.00} Five ( XXXX ) debit card purchases of {$60.00} each, totaling {$300.00} We informed the fraud department that we did not authorize any of these transactions and requested that the debit card be immediately cancelled and replaced. 

The following day, we visited our local Citizens Bank branch and met with XXXX XXXX. During our discussion, we learned that our account had been compromisedspecifically, the address and phone number on file had been changed to a Wisconsin address without our knowledge or authorization. We believe this unauthorized change enabled a fraudulent party to receive a newly issued debit card by mail, which was then used to conduct the unauthorized transactions. 

Further investigation revealed that, contrary to our instructions, the original debit card had not been cancelled by the fraud department. As a result, we made the decision to close the compromised accounts and open new checking and savings accounts. We also ensured that all unauthorized charges were formally disputed. 

Citizens Bank reversed the three ATM withdrawal charges. However, the five debit card transactions totaling {$300.00} have not been reversed. We have received no official communication from the bank regarding this decision ; we only became aware of it after initiating follow-up inquiries. The bank has declined to provide an explanation for why they reversed some charges but not others, nor have they clarified why they concluded that the debit card must have been physically present for the transactions. 

We believe that the card used was the one fraudulently mailed to the unauthorized Wisconsin address following the compromise of our account information. Given that the bank itself initially identified and alerted us to the fraudulent activity, we respectfully request a thorough reassessment of this matter and a formal explanation of the decision to deny reimbursement for the disputed. 

We also asked them to check the history for our banking with them and that they would see that we never use the debit card for purchases. We only use it to get cash at ATMs. We have been banking with them for over XXXX years and they would be able to see that we never make purchases with the debit card. 

Citizens Bank has never contacted us about any resolution to these disputes. The only way we have gotten information about this is to contact them. I believe that they are required to contact us to let us know how they made this decision. They have never contacted us.

Company response to consumer: Closed with monetary relief