Consumer complaint received 2025-07-17 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: CITIZENS FINANCIAL GROUP, INC.
State: NJ

Complaint narrative:
am writing to formally dispute multiple unauthorized transactions made with my debit cards ( ending in XXXX and XXXX ) totaling over {$39000.00}. These charges were made to a XXXX account that I do not own, operate, or recognize in any way. 
Upon discovering the unauthorized activity, I immediately contacted XXXX Customer Care by email on XX/XX/year>. I informed them that these charges did not originate from me, and I provided all the information they requested, including : - Photos of both debit cards still in my possession - My government-issued ID - A bank statement showing my name and account information - My date of birth and card numbers for verification XXXX reviewed the case and confirmed that the account associated with the unauthorized charges was under a completely different name, address, date of birth, and phone number. As a result, they proceeded to close and flag the account for fraud. 
Importantly, I never lost possession of my debit cards, nor did I authorize any other individual to use them. I have never created, accessed, or used any XXXX account. The existence of a credit or withdrawal is irrelevant under XXXX XXXX XXXX XXXXnd Regulation E, both of which protect cardholders against unauthorized use regardless of partial refunds or merchant activity. 
These unauthorized transactions have severely impacted my financial situation. I respectfully request that XXXXXXXX XXXX  credit back the full amount charged to my account as part of your fraud dispute process. I am attaching : - Screenshots of my correspondence with XXXXM - Photos of my physical debit cards - My official ID- The bank statement with the fraudulent charges - The assigned dispute claim IDs : XXXX XXXX XXXX XXXX XXXX XXXX, these transactions involve XXXX violations of both XXXX rules and the merchants own terms and XXXX. 
Key Points : 1. Unauthorized Use XXXX Rule 3.10 & Reason Code XXXX These transactions were not authorized by me, the cardholder. My debit card was used on a BetMGM account registered to a different name, date of birth, email address, and home address. Under XXXXXXXX XXXX XXXX, merchants must obtain valid authorization from the actual cardholder. Since the account was not under my identity, any use of my card is unauthorized. 
XXXX. Violation of BetMGMs Terms and Conditions BetMGMs terms clearly state : The name on the account registration must match the name on the card ( XXXX ) or other payment accounts used to deposit or receive monies. My card was used on an account that does not match my identity, which violates this core requirement of their user agreement. 
XXXX. Merchant Negligence in XXXX XXXX and Avs fail, The merchant failed to ensure the payment method matched the account owner, exposing me to fraud risk. This failure allowed an unauthorized individual to use my card without my consent or knowledge. 
Request : I respectfully ask that this evidence be considered part of the investigation. The identity mismatch and violation of XXXX authorization rules strongly support that these transactions were unauthorized and should be resolved in my favor. 
I also want to highlight that I first contacted the merchant directly, in good faith, before reaching out to XXXX XXXX XXXX XXXXXXXX 's name appears clearly on the bank statement. I wanted to give them an opportunity to clarify or resolve the issue before escalating it to the bank. 
If you require any additional documentation or verification, I am fully available to cooperate. 
Thank you for your time and urgent attention to this matter.

Company response to consumer: Closed with explanation