Consumer complaint received 2025-12-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY

Complaint narrative:
I am filing this complaint because Citizens Bank failed to investigate, credit, or properly process over {$6200.00} in disputed transactions involving XXXX, XXXX New evidence proves either ( 1 ) the bank received refunds but never deposited them, or ( 2 ) the bank closed my disputes without performing any investigation required under federal law. 

Between XXXX XXXX, I disputed multiple XXXX  charges for undelivered digital goods, deceptive services, and gambling-style in-app mechanics. XXXX then sent written notices to multiple unrelated users worldwide saying : One of your gifters, XXXX, refunded their XXXX XXXX  through their bank. This message was sent to over 10 people in different countries using my username. 

The problem : * * I never received any refunds from Citizens Bank. * * My account shows XXXX refund credits. Therefore : Either * * XXXX issued refunds and Citizens Bank withheld, lost, or failed to deposit them * *, OR Citizens Bank * * closed all of my claims without merchant evidence, investigation, or provisional credit * * both are violations of federal law. 

Below is a full list of the laws Citizens Bank violated : 1. * * Regulation E ( 12 CFR 1005 ) * * Failure to begin or complete a reasonable investigation Failure to obtain merchant documentation Failure to provide provisional credit within 10 business days Failure to provide written investigation results Improper denial of disputes without evidence Providing false 3-month wait timelines not permitted under Reg E Obstructing escalation and refusing documentation requests 2. * * Fair Credit Billing Act ( 15 U.S.C. 1666 ) * * Failure to investigate billing errors Failure to correct unauthorized or invalid charges Failure to provide legally required written explanations 3. * * CFPB UDAAP Violations ( 12 U.S.C. 5531, 5536 ) * * Unfair dispute-handling procedures Deceptive statements about investigation timelines Abusive obstruction of my attempts to resolve the issue 4. * * Electronic Communications Privacy Act ( 18 U.S.C. 2511 ) * * XXXX unlawfully disclosed my identity and account activity to multiple third-party users Indicates improper handling of consumer financial information 5. * * FTC Act 5 ( 15 U.S.C. 45 ) * * XXXX  engaged in deceptive digital goods practices Goods paid for were not delivered Manipulation of in-app currency value 6. * * Unlawful Internet Gambling Enforcement Act ( 31 U.S.C. 53615367 ) * * XXXX  uses gambling-style mechanisms involving coins/diamonds without licensing 7. * * XXXX XXXX XXXX XXXX XXXX XXXX  Developer Policies ( XXXX, XXXX, XXXX, XXXX, XXXX ) * * Prohibit misleading promotions, obstruction of communications, and unlicensed monetization Citizens Bank failed to follow required federal law for handling my disputes and failed to protect my account from a merchant already under investigation. XXXX  own internal messages prove that refunds were supposedly processed through my bank, but Citizens Bank provided no credits, no documentation, and no investigation results. 

* * Requested Resolution : * * Immediate full refund of all XXXX-related disputed charges totaling {$6200.00} Correction of all erroneous dispute denials Written confirmation of investigation findings Assurance that Citizens Bank will comply with Regulation E timelines and procedures I am requesting CFPB enforcement because Citizens Bank has repeatedly ignored federal requirements and prevented me from resolving this issue directly. 
Citizens Bank failed to protect my personal and financial information by allowing a merchant XXXX XXXX to issue statements to third parties worldwide, explicitly claiming that I refunded through my bank. I never authorized Citizens Bank to disclose, confirm, imply, or validate any refund activity to any third party. No refund was ever issued or received. Allowing or failing to correct these disclosures, constitutes unauthorized disclosure of customer financial information. Failure to safeguard non public information, GLPA -15 USC 6801-6809. Failure to prevent false third party representations involving my bank account. Negligence supervision and privacy breach for mediation failure. Citizens Bank had an affirmative duty to investigate the fraud. Verifier denied the existence of refund. Correct false merchant statements, escalate to XXXX XXXX XXXX channels, protect customer identity and financial integrity. Now there is a notice of fraud, any delay misclassification or failure to act is willful non compliance and exposes the institution to additional regulatory and enforcement action. Continued harm and further violations of banking and privacy laws. Another institution XXXX, has already opened this matter as a Regulation E class E fraud claim, confirming proper classification and further evidencing. Citizens Bank failure to act.

Company response to consumer: Closed with explanation