Dorinda sent a message to Saun Bruce W Van – Chief Executive Officer, Citizens Bank RBS Citizens – Email Address that said:
Dear Saun,
I am a Citizens Bank customer, I was just on the phone with your Citizens customer Service line phone. I called in regards to what I believe was a clerical error at your branch level. Newport Branch located within Newport Stop Shop on JT Connell Highway in Newport Rhode Island. I opened a second account That was supposed to be labeled as savings and was opened as a Checking Account. I was then Sent a Pin-Based Debit card to which I was led to believe was for my newest account. Today almost 2 months later after struggling week to week with multiple overdrafts, and sustained overdrafts because the second card I was sent was actually in reality linked to my first checking account. Once I made this realization I called your customer service hotline, because I never approved for a second card to be opened on my first account. I spoke first with Shaylynn who was a very kind and courteous young woman, who then advised me that only one courtesy charge of the $35 overdraft fee would be reimbursed. To which I then asked to speak to her Supervisor because I felt this was unjust. Shaylynn then kindly connected me to Natasha the Call Center manager who was at first cordial, then once I expressed my issues kept repeating that I should have noticed the error sooner first by the last four digits on the account to which the second card was attached. She also continually talked over myself and my Father to which I allowed access to this information. I agree I was oblivious to this error, but had my original transaction in opening that second account been processed correctly this would have never been an issue. She made a point of it to bring up how I had several occasions had sustained overdrafts due to non-payment of said fees and overages. I understand this. I was told by the first Hotline Rep that it was against company policy to have 2 debit cards linked to one account, Then that statement was retracted by this manager saying it could be done at branch level, just not through the customer Hotline. My account is now currently over-drafted just over $100 that is only in overdraft fees. Im not asking for a hand-out here. I work for Stop Shop LLC as an Assistant front end Manager I live pay-check to pay-check already. I'm 22 and I guess oblivious. I just thought once I opened that second account the new debit card was linked to said account when I received it in the mail didn't think I needed to double check your clerks work. I work in customer service and I just feel as if I was wronged. Yes I guess there are ways I could have realized this sooner but i'm a 22 year old girl with no financial back-round, and no understanding of how this error could have even occurred. I was convinced that this was a separate savings account. How was I supposed to know it didn't come with a Debit Card?? Also how is it that your company believes a $35 reimbursement charge in an error to which I didn't make, and just now caught is ok?? Do you know how embarrassing it is to go to a Bank Clerk when you are constantly over-Drafted and have them look over your account information??? and also not feel to judged when I do??? My call was placed @ 6:24 EST and the duration was 45 minutes and 58 seconds. You can listen to the recording if you wish. I apologize for the explicit language I may have used, under this duress and frustration. I wasn't directed to sign up for online banking originally and the Address that the paper statements are sent to my parents house to which I do not always reside. I understand I am at fault for not catching on sooner, but I don't believe I am at fault for the clerical error made at your Citizens Branch. Currently I am just asking that the current overdraft fee's of $100 and charges are waved. I just am dumbfounded that no one but myself is to be held accountable for this situation.
Thank you for your time and consideration,
Dorinda
