Consumer complaint received 2025-01-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA

Complaint narrative:
Last XX/XX/XXXX, I filed a dispute with Citizens Bank over a credit-card charge from XXXX XXXX XXXX a company located in Texas that sells disposable underwear. I had, in fact, ordered 20 pairs of disposable underwear from them in response to a flier I received in the mail. I received those and subsequently, to my dismay, received a large box containing 80 pairs of disposable underwear. I called the company and explained that I had not placed the large order and would be happy return the box if they paid for postage.

I was told that, without my knowledge or consent, my conversation with the sales person had been recorded. I asked that they listen to the recording where they would find that although I initially was interested in a subscription plan, I did not want one and made that clear to the salesperson. 

After many phone conversations, I got a letter stating Citizens had put the money charged back into the account and if I didn't hear from the bank by my XXXX statement, I could conclude that the question had been decided in my favor. 

Upon from returning from my holiday vacation, I found I had been sent another letter saying that Citizens was satisfied that I had received the items. It also stated that time is of the essence and that I needed to reply by XXXX XXXX. Please remember that I filed the dispute on XX/XX/XXXX. 

I never said I didn't receive the merchandise. I'm sure you know that according to postal regulations, anything one doesn't order but is delivered by the Post Office should be considered a gift. That gift is still sitting in my basement, and I will be happy to return it but will not pay for postage because I didn't order it. 

Further, the company supplied to Citizens purported transcripts of my conversation with the salesperson. The problem is that they don't include the entire conversation. I made it quite clear to the salesperson at the end of the conversation that I did not want a subscription. I received the order of 20 pairs and paid for them.

When I called the number on the back of my credit card to discuss this matter, the woman who answered the call said she would connect me to someone who could help me. She connected me to a woman called XXXX. Our telephone connection was curiously bad. I had to ask her twice to repeat what she was saying and finally asked for the name and address of a Citizens vice president I could write to about my complaint. She said, I can't give you that information. I reminded her that I could probably find it on the internet. She said I could do that and reiterated that she could not give me the information. 

I found names of Citizens officers on the internet as I'm sure the SEC requires but could not readily find their addresses. I therefore file this complaint. 

The sum of {$89.00} is not of material importance to me. I continue to object on principle however. 

I am quite surprised that Citizens Bank will take the word of a company that preys on the XXXX and infirm instead of that of a loyal customer of many years. I'm also quite sure that people bilked by the company do not often complain. They are ashamed because they need disposable underwear. I need it as a result of XXXX XXXX treatment last year. I am not ashamed but am angry. 

I expect the bank to return the {$89.00} to my account. Thank you for your help.

Company response to consumer: Closed with monetary relief