Credit card or prepaid card -- Problem with a purchase shown on your statement -- Complaint #5832564
Complaint Overview
Complaint ID: 5832564
Company: Citizens Financial Group, INC.
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Credit card company isn't resolving a dispute about a purchase on your statement
State: Texas
ZIP Code: 77004
Date Received: 2022-08-01T12:00:00-05:00
Date Sent to Company: 2022-09-13T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
A fraudulent charge appeared on my XXXX credit card statement with Citizens Bank Credit Card. The fraudulent purchase took place on XX/XX/22 as an electronic check for {$3200.00} along with a fee for {$120.00}. Over the next week, two more attempts were made on my account to extract {$5000.00} each time. I found out about those subsequent attempts because the cc company sent me letters apologizing that they couldn't make those transfers due to insufficient funds in my account. I never made any of those purchases/requests. I called to report this on XX/XX/22 after seeing my statement for that month and those letters. They told me I'd not be responsible for payment during the investigation but still left the amount on my file and charged me a late fee. I then called back with information I'd learned from the FTC website, asking if they'd be reporting that balance to credit bureaus. It was only then that they removed the amount and late fee and said they're still investigating. The current issue : They called me about a week ago requesting to speak with me about the fraudulent electronic check. They said to call the customer service number back and leave with the rep a good time to call me. I did. They have yet to call me back. Claims reps are impossible to reach as well. The number they listed in the letter they sent me from The Credit Card Claims Department is XXXX. Nobody ever answers there and no option is given to leave a message ; a recording just says to call back and ends the call. When I call the regular customer service number, they say it's not possible to connect me with someone in claims. I'm concerned that if they don't speak with me, they might say they were unable to complete the investigation and put the blame on me. They are impossible to reach. This is scary for me. I don't make much money and am careful with my credit. I've worked hard to build a high score. I can't afford these fraudulent charges, and they're being very sketchy in preventing contact.
Frequently Asked Questions
What is Complaint #5832564 about?
Complaint #5832564 was filed against Citizens Financial Group, INC. regarding Credit card or prepaid card specifically about Problem with a purchase shown on your statement. It was received by the CFPB on 2022-08-01T12:00:00-05:00.
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 (Credit card or prepaid card) 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.