Citizens Bank of Massachusetts Complaint - Fraudulent Activity On Account And The Bank Is Passing The Buck...
BOSTON, MASSACHUSETTS -- I was made aware of fraudulent activity on a joint checking account in 2007.
As soon as I found out what was happening I personally went to a local branch to discuss. I worked with the branch manager and filled out several affidavits. As a result of the fraud, the account had gone well into the overdraft line of credit that was linked to the account. The branch manager attempted to fax the affidavits but informed me that it was not going thru, she said I could come back or call the next day. I made several attempts to reach her over the next few days but was told she was out. The other employees had no information about my case or account. A short time later I heard that the branch manager was "let go" and shortly after that, the local branch was closed. There were no records of the affidavits to be found, I never got copies and no one had any clue as to anything odd going on with my account.
I have been reaching out to various employees in the fraud department, phone bank department and executive office. However, each time I do I am given different kinds of bogus information and basically led down paths that lead to dead ends.
Although I have made monthly payments to the OD account, it seems that some of my payments had gone missing. At one point I was told that since the account was frozen and/or closed I couldn't make on-line bill payments. That does not make sense since some of my on-line bill payments have indeed been credited to the account. No one is able to pull up any account information. I have been transferred and hung up on by the colleagues in the phone bank and basically called a liar in a letter received from DDA Counseling.
Over a year ago I emailed several screen shots to a colleague in the fraud department which clearly showed my payments being made to the correct address, with the correct account number.
Yesterday I was told that this email was never received. The worst part is now the burden of looking for all of my old records and providing proof of payment again is put on me even though I had already done this.
Example: My September payment had gone missing and no one could find it. Then suddenly the payment was found but it wasn't credited until the beginning of October. If you look at October you will see there is a credit on 10/3 which was the September payment. There is another credit at the end of October which is the correct October payment. How many times has this happened? How many times have payments gone missing that I never even noticed! Meanwhile, even when payments are received and credited properly they keep sending 30 day lates to the credit agencies.
Last - if no one can find any of the affidavits and if some of my payments had gone missing... where is my personal information?
They refuse to do an investigation. Won't even mention the word "archives".
Everything that has gone wrong with this account is a direct result of the fraud.
Another example: I paid off the OD account in full on 8/3/08. The payment was not credited until 9/3/08. Does it really take a full month to receive the payment? or are they trying to accrue more finance charges and late fees?
Personally, I think the branch manager, who was let go at the branch that was closed down was pulling an inside job. Further more, I think the employees at Citizens Bank know this to be true and are trying to cover it up.