Consumer complaint received 2025-03-22 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: CITIZENS FINANCIAL GROUP, INC.
State: MI

Complaint narrative:
XX/XX/XXXX through XX/XX/XXXX I had several withdrawal from my account from fanatics I had let citizens Bank know on the XXXX that those transactions were doubled and tripled due to the fact the merchant told me that my withdrawals failed and to try again so I tried again XXXX XXXX times and without realizing that the merchant was submitting those withdrawals citizens Bank should have taken action on the XXXX when I first called no action was taken until the XXXX the account became overdrawn I believe around the XXXX of XXXX I couldn't understand because I wasn't signed up for overdraft protection this company have all the evidence that is needed because I gave it to them during a fraud investigation which my case did not fit the definition of fraud I can see that myself now but at first I didn't know so I got a hold of someone that is upright employee and they suggested that I file a merchant dispute which the XXXX XXXX should have informed me of doing so which she did not she said I had no alternative to which I could turn to once the merchant refused to return my funds. Just like the employee mentioned that I should file a merchant dispute she could have did the same thing she has more leverage in the company then this person. I'm going to have to write another complaint about the XXXX I'm going to come back for that I am asking for documentation which I've asked for up until this day from XXXX I believe the XXXX that I need explicit documentation confirmation that I had opted into no one can seem to locate this information it seems as though this information should have been submitted along with perhaps my ID or social security number when the account was opened how can a valuable document legally binding documents not be available upon the customer asking for it multiple times XXXX answered the last by stating that she has me on a recorded saying to opt me out. Well the whole tape needs to be played it was in the midst of a conversation with the representative of me inquiring about debit cards that were going to be sent out I never received them this representative voluntarily oh you're opt in tooverdraft protection I said well the guy who canceled my debit card must have enrolled me in I said if that's the case you need to opt me out that's where she's saying I requested to be opt out I'm not a genius but even I know what goes in must come out what goes up must come down so she has a recording opting out where is the documentation where opted in. The explicit confirmation that I opt in. This complaint is valid due to the nature of unbeknownst to me on XX/XX/XXXX I was told I had funds I think it was {$5000.00} on hold by the bank then somehow XXXX tells me about 4 days ago we're in XXXX now that those funds were returned back to the account I want to know how can funds appear and disappear with citizens Bank randomly without the customer knowing I made a withdrawal in house on the XXXX of XXXX about XXXX a.m. I was through $ {$9000.00} made an additional withdrawal at ATM for XXXX at that time I do believe the teller told me I had a little over {$6000.00} left in the account I left it there now with me knowing that I had that amount in my account I kept in My mind and called in between deposits at XXXX XXXX and played within that amount speaking of the {$6000.00} XXXX tells me just 5 days ago that the {$5000.00} that was on hold was placed back into my account unbeknownst to me so when she's telling me and it doesn't make sense they don't actuality I spent all of that {$6000.00} XXXX spent all the XXXX that was put back and still racked up almost {$5000.00} and overdrafts that's equivalent to the amount that I had won that night at the online casino so I had made citizens Bank aware starting on the XXXX that this casino was double and triple billing me I have the documentation where XXXX XXXX send and said the funds were unable to be added to your account check the amount and try again that's what I did not thinking anything I did that multiple times through the XXXX XXXX until I caught on what they were doing I let citizens Bank know what they were doing on the XXXX of XXXX XXXX and still they did not cancel that card they didn't even start an investigation so what happened I had gathered pictures what they call screenshots of failed transactions I have fanatic send me a list of all my failed transactions throughout the month XXXX XXXX with the last part of the debit card I use from citizen XXXX  did not know I was gathering this information to be used at a later date if needed I sent this in for review and I had XXXX disputes going the first dispute was XXXX I didn't come up with they figure but citizens representative did I came up with a figure of XXXX then another figure of I believe XXXX the first XXXX went for a second review and were denied the third dispute went and was sent as a charge back to the merchant I can not say this enough this is about XXXX needs XXXX give me the documentation of when I signed for the overdraft protection it never happened never ever ever happened the thabove events that occurred leading up to this overdraft because had they did not perform their just due and be prudent with a client 's funds as they should have been we wouldn't be at this point now there is no justification for financially raping someone multiple times there is no justification for misappropriating someone's funds at any time there is no justification for abusing the elderly financially this is not XXXX XXXX have it your way this is real life not XXXX on a board somewhere I don't want to get off point but the major thing here is XXXX things produce documentation that I was opted into overdraft protection and to have my funds return back the same way you gave them to that merchant and you were made aware of this it's not like you wasn't made aware you didn't listen I'm going to come back to XXXX. in a minute XXXX finish this complaint. Also responding to the last complaint or the complaint before the XXXX XXXX danced around the main issue the issue is the documentation explicitly stating I had signed up for overdraft protection not when I had opted out because the documentation should be in my file from XX/XX/XXXX that I had opt out when opening the account also XXXX danced around the checking account disclosures she did not submit the checking account disclosures from XXXX deposit checking account that's what I followed that disclosure especially on the opting in opting out maybe XXXX need to familiarize herself with the XXXX deposit checking account disclosures

Company response to consumer: Closed with explanation