• Report: #1168553
Complaint Review:

Citizens Bank

  • Submitted: Fri, August 08, 2014
  • Updated: Fri, August 08, 2014

  • Reported By: Anonymous — Winchester Massachusetts
Citizens Bank
Nationwide USA
  • Phone:
  • Web:
  • Category: Banks

Citizens Bank Security Flaw in Online Banking Massachusetts Nationwide

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KyleCarney's Profile Image

1 out of 5 marks


Aug 8th 2014

Major Security Problem in Citizens Online Banking

I am a long time customer at Citizens Bank in Mass (15 years plus) with 8 bank accounts there along with my mortgage for years and a home equity line of credit. On Wed, Aug 5th, I went to a local branch to make a deposit to two of my accounts and noticed that the balances were not right so I clicked statements and come to find out in the previous 12 hours, $14,472 had been withdrawn fraudulently from three checking accounts. Apparently someone had called online banking (which I never had set up) and had accessed my home equity loan and taken out $30,000 and then transferred it online to three separate accounts, made ATM cards with passwords, and headed to ATM's and withdrew $14,472 in less than 12 hours. Quite shocking that I, the customer, was the one to notice this NOT Citizen's Bank! The money was withdrawn in increments of $803 every couple of minutes and NO algorithym picked this up??? Very worrisome that someone posing as you can set up Online Banking over the phone. I dealt with the local bank manger on Wednesday at noon once I noticed all the fraudulent activity but it took until Friday at 3:00PM for anyone from the Fraud Department to followup with a call to me DESPITE my filing a police complaint. My local police department said that by Friday at noon, Citizens had NOT returned any of their investigative calls. The only reason the Fraud Department finally called on Friday at 3 PM I believe is because I said I wanted to followup with the Regional Supervisor. This whole debacle does not inspire confidence in the least and the Online Banking/Phone system clearly has a very MAJOR security flaw that for some reason Citizens doesn't seem to worried about. That a random person can call in with your first/ last name and last four digits of your social security number and enroll in Online Banking in minutes, give an email address, set up a user ID, and then get a temporary password, and then are good to

This report was posted on Ripoff Report on 08/08/2014 07:41 PM and is a permanent record located here: http://www.ripoffreport.com/reports/citizens-bank/nationwide/citizens-bank-security-flaw-in-online-banking-massachusetts-nationwide-1168553. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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