Checking or savings account -- Managing an account -- Complaint #18008692

Complaint Overview

Complaint ID: 18008692

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: Michigan

ZIP Code: 48236

Date Received: 2025-11-30T12:00:00-05:00

Date Sent to Company: 2025-11-30T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

I am filing this complaint because Citizens Bank refused to investigate a {$10000.00} unauthorized electronic fund transfer on my account. I submitted fraud claims multiple times, and Citizens Bank denied every claim solely due to timing, without performing the investigation required under Regulation E. I did not authorize this transaction, did not benefit from it, and it qualifies as an unauthorized EFT under 12 CFR 1005.2 ( m ). Despite this, the bank denied my claim 4 separate times with the exact same reasoning : timing. No investigation was performed, and no evidence was provided. Citizens Bank refused to follow federally required procedures for handling unauthorized electronic fund transfers. Citizens Bank violated multiple sections of Regulation E ( 12 CFR 1005 ) and the Electronic Fund Transfer Act ( EFTA ) : The bank refused to conduct any investigation and repeatedly denied my claim due to timing only. Regulation E requires a reasonable, good-faith investigation. Timing does not remove the banks duty to investigate. The bank incorrectly claimed that my report was too late, and used timing as the basis to refuse an investigation. The 60-day rule affects liability, not the banks obligation to investigate or determine authorization. The bank exceeded the 10-business-day investigation window yet never issued provisional credit. Because they refused to investigate, they also avoided giving provisional credit, which violates the law. Citizens Bank refused to provide copies of the documents or evidence they relied on to deny my claim. They provided no merchant documents, logs, or authorization proofonly the statement that timing caused the denial. By misrepresenting my rights under Regulation E, denying the claim without investigation, and repeatedly giving incorrect legal information, Citizens Bank engaged in conduct that may violate : 12 U.S.C. 5531 ( UDAAP ). I request that the CFPB : Require Citizens Bank to reopen the claim and conduct a proper Regulation E investigation. Require the bank to provide all records and documents used in any determination. Require a full refund of the {$10000.00} unauthorized transaction, consistent with EFTA. Review Citizens Banks practices, as multiple denials solely due to timing suggest a broader non-compliant pattern. Citizens Bank has repeatedly refused to follow federal law. All four denials were based solely on timing, which is a direct and clear violation of Regulation E. I am requesting CFPB assistance to enforce my rights under the EFTA.

Frequently Asked Questions

Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

Related Pages

• Citizens Financial Group, INC. Company Profile
• Checking or savings account Complaints
• Managing an account Complaints
• Michigan Complaints
• Company Rankings
• Company Directory
• Search Complaints