Consumer complaint received 2026-06-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA

Complaint narrative:
b"To the CFPB Consumer Response Center,\n\nI am writing to file a formal complaint against Citizens Bank for failure to comply with Regulation E of the Electronic Fund Transfer Act following a fraud incident that has left me without reimbursement of funds stolen from my sole individual checking account.\n\nCOMPLAINANT INFORMATION\nName: XXXX XXXX\nAddress: XXXX XXXX XXXX XXXX XXXX XXXX XXXX\nPhone: XXXXnAccount Number: ______________________\nFraud Claim Number: ______________________\nBank: Citizens Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX\n\nWHAT HAPPENED\n\nA scammer made an unauthorized electronic transfer from my sole individual Citizens Bank checking account into a joint account I share with my mother at the same bank. I had no knowledge of or consent to this transaction.\n\nThe scammer then transferred those funds out of the joint account, disguised as a XXXX XXXX credit card payment. My mother reported the missing funds to Citizens Bank. The bank reversed the transaction however, ALL funds were returned to the joint account, including money that originated exclusively from my sole individual account. I was never notified of any of these transactions or the reversal.\n\nWhen I discovered what had occurred and reported it to Citizens Bank, the bank acknowledged the fraud but stated the funds had already been returned to the joint account holder. That joint account holder is refusing to return the money to me.\n\nI submitted a formal written dispute letter to the Citizens Bank branch at XXXX XXXX XXXX XXXX XXXX XXXX XXXX, and subsequently escalated to Citizens Bank's Office of the President. It has now been over 10 business days with no resolution, no provisional credit, and no written response a direct violation of Regulation E (12 CFR Part 1005), which requires Citizens Bank to investigate, provisionally credit my account within 10 business days, and complete the investigation within 45 days. None of these obligations have been met.\n\nI am respectfully requesting that the CFPB:\n\n1. Open a formal investigation into Citizens Bank's handling of this unauthorized fraud dispute.\n2. Require Citizens Bank to immediately restore the full amount taken from my sole account back to my sole account.\n3. Require Citizens Bank to provide written confirmation of their investigation findings.\n4. Take appropriate action for Citizens Bank's failure to comply with Regulation E and their failure to protect this consumer.\n\nI have supporting documentation available upon request, including my formal branch dispute letter and my escalation letter to Citizens Bank's Office of the President.\n\nI am only leaving the account number and fraud claim number section blank because the site says that I should and that you will reach out and get this information if needed.\n\nI appreciate the CFPB's attention to this matter and look forward to your response.\n\nRespectfully,\XXXX XXXX\XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation