Money transfer, virtual currency, or money service -- Unauthorized transactions or other transaction problem -- Complaint #6372461
Complaint Overview
Complaint ID: 6372461
Company: Citizens Financial Group, INC.
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem
State: Massachusetts
ZIP Code: 02492
Date Received: 2022-12-28T12:00:00-05:00
Date Sent to Company: 2022-12-28T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/XXXX my checking account at Citizens Finacial Group in XXXX Ma was over drawn due to an automatic bill pay that I had set up to pay my XXXX XXXX XXXX via ACH by the XXXX of the month. On XX/XX/XXXX. I transferred money from my home equity line of credit to my checking account at citizens financial group to cover the overdraft but the original payment was automatically reversed by the ACH system managed by XXXX. I then set up a new bill pay to pay the bill which was scheduled to go out on XXXX. I login in to my mobile app on XX/XX/XXXX and saw two outgoing payments four the same amount. I called the Citizens bank and spent an hour on the phone with a rep who explained that the fiserv system will automatically retry to send the payment three times and it will cause an overdraft three times and there is nothing that they can do to stop it. On XX/XX/XXXX, I noticed that my account was still overdrawn and the second reversal of the transaction had not occurred. I called the citizens financial group today XX/XX/XXXX and have been on the phone for two hours. During this time I have been lied to, and misled and transferred and kept on hold only to ultimately have my call been rerouted back to the original main customer service queue. And I have been told that the line is recorded and that my original problem as well as my subsequent complaint was being logged so that the tech group would investigate what happened to. But when I called back and demanded to speak to a supervisor, she admitted that none of the four prior reps had logged the problem. She opened up a complaint ( complaint # XXXX ) and gave me a number to call back to track the complaint ( XXXX ). I was then transferred to the escalation department and spoke to the tech support manager ( XXXX ). Who said there is nothing that can be done and that I can not call XXXX directly to follow up. The other XXXX reps had told me that they couldnt call XXXX but that I could. I need help to get this problem resolved but I also need to formally file a complaint about the fraudulent And internal misinformation that I have been given by the bank representatives about how mobile pay and bill pay works at the bank.
Frequently Asked Questions
What is Complaint #6372461 about?
Complaint #6372461 was filed against Citizens Financial Group, INC. regarding Money transfer, virtual currency, or money service specifically about Unauthorized transactions or other transaction problem. It was received by the CFPB on 2022-12-28T12:00:00-05:00.
How did Citizens Financial Group, INC. respond to this complaint?
The company responded with: "Closed with explanation". 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 (Money transfer, virtual currency, or money service) 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.