Consumer complaint received 2024-07-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: CITIZENS FINANCIAL GROUP, INC.
State: IL

Complaint narrative:
Dear Sir/Madam, I am writing to formally lodge a complaint against Citizens Bank regarding their handling of both an identity theft claim and a check fraud claim that I filed. Despite my diligent efforts to resolve these issues, the responses and actions taken by Citizens Bank have been unsatisfactory and deeply concerning. 

Background On XX/XX/year>, I discovered that an account had been fraudulently opened in my name at Citizens Bank. This unauthorized account facilitated a series of fraudulent transactions, including the cashing of a cashiers check without consent. This cashier check was intended to me but was intercepted. I promptly reported the identity theft and check fraud to Citizens Bank and filed the necessary claims with citizens bank and my bank XXXX 

Issues Encountered 1. Lack of Verification Procedures : I questioned how an account could be opened in my name without my authorization. If Citizens Bank had adequate verification procedures, it should not have been possible for someone to open an account in my name without proper authorization. This failure has caused me significant financial and emotional distress.

2. Poor Communication and Follow-up : Throughout the investigation process, Citizens Bank did not maintain adequate communication. Despite my repeated requests for updates, I received no phone calls or written correspondence informing me of the investigation 's progress. This lack of transparency has been highly frustrating and unprofessional. 
3. Inadequate Response to Complaints : After filing my complaints, Citizens Bank appeared to ignore my case. The only representative who took my concerns seriously was XXXX from the Office of the Customer, who made a genuine effort to assist me. Unfortunately, she was later removed from my case, and since then, I have noticed several irregularities in the banks handling of my claims. 
4. Contradictory Information and Lack of Accountability : Whenever I contacted Citizens Bank 's fraud department, I was initially told that my case was a clear instance of identity theft and fraud, and that I would receive reimbursement for the lost funds. However, on XX/XX/year>, I discovered a credit of {$410000.00} into the fraudulent account, half of which was used to clear an overdraft of {$200000.00}. When I inquired about the remaining {$210000.00}, no one at Citizens Bank could provide a satisfactory explanation. Later, I was told by someone in the claims department that the reimbursement had been sent back to XXXX. However, when I contacted XXXX, they informed me that this was not true. The representative now handling my case, XXXX, has been unresponsive and unhelpful, often telling me to wait for further updates, which never come unless I make repeated calls. 
5. Denial of Claim Without Explanation : Despite admitting the fraud on a recorded call and initially reimbursing the account, Citizens Bank ultimately denied my claim and refused to reimburse me. When I asked for a detailed written explanation for the denial, Citizens Bank refused to provide one. Additionally, even after filing an identity theft claim and check fraud claim, withdrawals continued to be made from the fraudulent account between XX/XX/XXXX and XX/XX/XXXX, further compounding my losses. 

Request for CFPB Assistance in this case and i urge the CFPB to take this matter seriously as citizens bank are turning a blind eye to my case. If citizens bank do not take my case seriously this time around and do the right thing, i will be legal severe legal actions against citizens bank and trust me i will be suing for damages also. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation