Checking or savings account -- Managing an account -- Complaint #15022446
Complaint Overview
Complaint ID: 15022446
Company: Citizens Financial Group, INC.
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
State: Pennsylvania
ZIP Code: 150XX
Date Received: 2025-08-03T12:00:00-05:00
Date Sent to Company: 2025-08-03T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I presented Citizens clear evidence of fraud against my account and I was basically told I was a XXXX. I initially called in about credit fraud ( multiple XXXX XXXX charges across the country ) and spoke to a rep. They assured me that everything was taken care of and I had nothing to worry about. I was given a confirmation number. XXXX days later I called again after hundreds more dollars in fraudulent charges popped up. I was told that the XXXX rep did nothing and not to worry it would be taken care of. The rep said again this was fraud. I was given a second confirmation number. Hours later I called again after I saw a few hundred dollars more in charges appeared. Turns out the XXXX rep locked down my card ( not compromised ) and not my wifes card ( compromised ). After all of that, XXXX call ins to get this situation handled, I was told no.that the phone number used in conjunction with the card was correct so Citizens was not giving back the money that was fraudulently taken. Citizens. What sort of customer calls XXXX TIMES to get a fraud charge handled if the customer is the one committing the fraud?! Oh.and XXXX FRAUD ALERTS WHILE THIS HAPPENED. The bottom line is thisthe complete incompetence from Citizens bank in failing to provide fraud alerts COUPLED WITH the utter failure to handle the issue when I first called absolutely negates the weak excuse of a phone number. Worst bank ever.
Frequently Asked Questions
What is Complaint #15022446 about?
Complaint #15022446 was filed against Citizens Financial Group, INC. regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2025-08-03T12:00:00-05:00.
How did Citizens Financial Group, INC. respond to this complaint?
The company responded with: "Closed with monetary relief". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against Citizens Financial Group, INC.?
Yes, visit the Citizens Financial Group, INC. company profile at readthecomplaint.com/company/citizens-financial-group-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.