Citizens Bank Reviews (%countItem)
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Citizens Bank Rating
Description: BANKS, FINANCIAL SERVICES
Address: 459 Main St, Mc Kee, Kentucky, United States, 40447
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www.citizenbankrb.com
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I have had alot of charges come through on my debit card from a little store in our community called *** that added upto around 250$ I called the bank and tried to contest some of the charges I didn't make They wouldn't was not the only 1 this happened to several they told me that the stores card reader hadn't processed any debit or credit cards since March 11th up until April 30th but I have transactions that went through during this time so if it wasnt working how did they go thru in dates that they say it wasn't working
I had to close my checking account I have had for over 15 yrs because my family tries to live off my husband's ssdi of 900$ a month I cannot afford for them to keep taking money I don't have i
Other (requires explanation) i wont them to give me my money back for the charges i didn't make
I am in receipt of your letter regarding Case #XXXXXXXX. I have reviewed the consumer complaint and would like to provide additional background information on this issue. This is not a situation that involved fraud or unauthorized use of a consumer's debit card.
On May 4, 2020, our operations department was made aware of an issue involving some of our customers and *** debit card transactions posting on May 1, 2020. In fact, one of the individuals was an employee of Citizens Bank. There were multiple transactions posting from *** in McKee, Kentucky. Upon investigation, we found that the store's card processor had changed on March 10, 2020. Since that time, only the credit card transactions had been processed. All debit transactions had been rejected and the store had not received credit. Some customers went to the store and brought this to the owner's attention and that is when he contacted Apogee Payment Systems COO *** I spoke with Mr. personally on May 4, 2020 and he provided documentation of the transactions and the initial approval dates.
The customer referenced in the case above called the bank multiple times on May 4, 2020, and bank personnel explained to her the situation. She was already aware of the issue but said she did not agree. I researched the card activity on her debit card and also the bank statements. All the transactions listed on the report provided by *** Payment Systems had an initial approval date but then never posted to the customer's account. Based on the information we had at that time, we did not give the customer provisional credit for the transactions cited by her during our conversation. Also during this conversation with Ms., she stated that she had given her card number to this store in the past for home delivery of goods. She had never notified the bank of this nor asked to have the card restricted and a new one issued. She also said the $10.81 amount, in particular, was for two boxes or packs of cigarettes that she normally purchased. For these reasons, Ms. was not reimbursed the charges to her account. She was very upset when we ended our conversation and then shortly came to the bank and closed her account. I understand financial hardship happens and we do not enjoy this happening to our customers; however, based upon the evidence we have, it appears these transactions were conducted by the customer and the approvals on the customer's card activity match those listed on the spreadsheet provided by Mr. with *** Payment Systems. All documents will be maintained as part of this complaint at our main office. Please feel free to reach out to me with any further questions at (XXX) XXX-XXXX, extension ***
Sincerely,
Citizens Bank
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EVP Finance/CFO