Consumer complaint received 2026-03-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: CITIZENS FINANCIAL GROUP, INC.
State: MI

Complaint narrative:
On XX/XX/XXXX we notified Citizens Bank of fraud activity on our business bank acct. # XXXX committed by XXXX & advised we filed bankruptcy XX/XX/XXXX, which by law stops all collection as of this date. Initially, XXXX agreed to reaffirm on XX/XX/XXXX, in the presences of witnesses within our home, but failed to document the account, which prompted recording hereinafter. On XX/XX/XXXX, XXXX breached contract & notified us in writing, which XXXX arbitrarily injected themselves into our bankruptcy after a mutually agreed commitment. No different than the other pre-paid companies ( i.e. XXXX XXXX, XXXX XXXX, etc. ) who held to their agreement ( s ). XXXX actions prevented them further collections & placed them in the position where they were required to refund any monies obtained by XXXX dated back to XX/XX/XXXX. In a mutually recorded conversation on XX/XX/XXXX with XXXX, who agreed on a mutually recorded call his company XXXX should not have taken the money from me pre their credit check if they were going to do one & promised a full resolution & a full refund of {$960.00}. XXXX words, not ours, but we agreed. The representative further advised they would refund our monies within a 90-days, which was not an option for us. We advised XXXX were filing a fraud complaint federal the federal government. XXXX advised it would be the quickest way to get our money back. On XX/XX/XXXX, we noticed XXXX attempting to debit our account. We had extensive online chat with XXXX where we were informed, we were filing a fraud complaint with our bank & it was advised it would resolve the issue much faster. So, I called Citizens Bank & spoke with XXXX in the fraud department. I played the recordings & read the correspondence between us & XXXX. XXXX provided claim # XXXX & requested we send proof of the bankruptcy & screenshots of the communication between us & XXXX to XXXX to get our money back & a final resolution in this issue. However, XXXX did not see a need to close the debit card ending in XXXX that XXXX was continuing to debt. In fact, she advised XXXX was now blocked from debiting our acct. & they would not be allowed to obtain any funds going forward. This was not true. On XX/XX/XXXX Citizens Bank sent a letter advising they were refunding {$960.00} temporarily, which lacked {$1.00} of what was owed to us. On XX/XX/XXXX, Citizens Bank sends a letter indicating XXXX provided a statement advising they didnt owe us a credit, which is false. On XX/XX/XXXX XXXX debited our acct. again in the amount of {$190.00}. We called Citizens Bank immediately & spoke with XXXX who stated they failed to note the acct. of the bankruptcy. XXXX also advised we had to wait until the charge actually cleared the acct. to file a dispute. He advised the card ending in XXXX should have been closed with the initial complaint & closed it. On XX/XX/XXXX we spoke with XXXX, Citizens Bank & filed another dispute for XXXX fraudulently collecting monies under a fully discharged bankruptcy in the amount of {$190.00}, XXXX provided claim # XXXX & promised a final resolution & refund. We asked if we needed to provide the documentation proving our bankruptcy & XXXX said no, they already had it. On XX/XX/XXXX Citizens Bank sends an eNotice advising they were refunding {$190.00} temporarily. On XX/XX/XXXX Citizens Bank fraudulently took {$540.00}. On XX/XX/XXXX we called Citizens Bank & spoke with XXXX who advised Citizens to decide to give XXXX {$540.00} back based on their claim of not owing us refund when in fact, it is not about owing us a refund, it is about collecting on debit XXXX elected to place into bankruptcy. We advised XXXX we were filing fraud charges against Citizens Bank XXXX XXXX with the federal government. XXXX transferred us to XXXX explained the same thing, offering us the letter from XXXX. We asked XXXX on a mutually recorded call if she & Citizens Bank knew & understood the laws & regulations of bankruptcy. XXXX said no, they were not required too. So, we read them to her & advised we were filing a fraud complaint with every federal agency we could, because there is no way a bank does not know bankruptcy laws & regulations. XXXX asked that we resubmit our proof of bankruptcy & evidence to XXXX using both claim numbers in the subject line. We advised XXXX that we would honor her request along with a copy of every one of our complaints & we did. We further advised that we filed bankruptcy because of sever identity theft, which someone racked over {$460000.00} in debt under our name & we couldnt even borrow {$5.00} specifically from this bank if we needed. They have never assisted us in any way other than checking and savings account services. On XX/XX/XXXX, we called back and spoke with XXXX who we advised of our conversation with XXXX, which he advises should never have advised us that they knew nothing of bankruptcy laws & regulations & they do not follow them. XXXX advised that it is their policy that if I request a managing official, I should get one. He went on to advise he was transferring me to the fraud department & for me to speak with a managing official. When he transferred me, I got XXXX in the fraud department when I asked for a managing official, he demanded to be the go between. I advised of what XXXX said, & XXXX advised his supervisor asked him to inform me they did not have time to talk, they were working to resolve my issue & they would have our issues resolved in full once & for all in full to include our refund within XXXX hours. Not true! To date XX/XX/XXXX, well over 10 days later, Citizens Bank has yet to refund my money or communicate with me in anyway. XXXX been banking for 50 years. I, XXXX began banking with Citizens when they were XXXX XXXXXXXX XXXX XXXX. Opened my account in XXXX with a lady named XXXX, and this is how they treat XXXX customer & XXXX veterans?! They have been doing this to people since XXXX & an investigation is defiantly needed. We hold recordings & photos in this matter to all conversations. Please feel free to contact us for the evidence. We want any & all overdraft fees this may incur with interest. Citizens Banks failure to remedy us fully, we wish to move forward with a lawsuit & class action, which will assist other consumers with similar issues. Its time for a new bank & for us to take all of our friends & family with us! Online chat files actual recordings were too large to upload, but they are available upon request.

Company response to consumer: Closed with explanation