Citizens Bank

Review: This bank mixed up my SSN with another person. So I end up having to be responsible for another person's credit card debt.When I filed a fraud report with them, they never took any action to investigate or resolve the issue. In fact, they don't even have a case number for this, I had to call repeated for the same problem and every time I have to explain my situation all over again. I submitted my complaint in 2009, now is 2014 and it is still not resolved. The fraudulent account is on my credit report and it has been hurting my credit for years. I contacted them again recently because I need to take out an auto loan and really need to fix my credit score. Every time I call, I was transferred among services reps/fraud department/investigators. When they finally gave me a "investigator's" name, I can never reach her in person. It is the voicemail every time. I left my name and number but she never calls me back. I can't even file a police report because the police require an actual bill or some proof that show my name as the account owners! I called RBS for the bill, but the rep told me to contact the "investigator" who never picks up her phone and ignored all my messages and mails. If you have a fraud report or complaint, don't expect to get any response from this company!Desired Settlement: I want the fraud account taken off of my credit report! (That's probably too much to ask for since they can even send me a past bill for my police report.)

Business

Response:

We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to the customer's inquiry.

Please note that we have fully addressed this matter directly with Yan Cheng on May 16, 2014. A detailed response has been communicated to the customer by way of telephone or letter. If a letter has been sent, it should be received within the next three to five business days. In the interest of protecting our customer's privacy, we are unable to provide you with any additional details in this matter.