Just sent this letter to Citizens Bank. Not holding my breath for any sort of meaningful response, but what the heck…
Vice Chairman, Retail and Business Banking
One Citizens Plaza
Providence, RI 02903
Dear Ms. Drago,
I am writing to bring to your attention a serious deficiency in Citizens Bank’s Internet banking application.
For your information, I have been a Citizens Bank account-holder for a number of years. My checking account, home equity loan and home equity line of credit are all held by Citizens Bank. I am a “Circle Gold” account-holder.
When a payment or transfer is entered into your Internet banking application, a confirmation number is issued. According to your on-line documentation, “This identifying number should be used if you have questions regarding a transfer.” I assume that this number may also be used to prove that a transaction was entered, in case it is somehow lost by the application after the customer entered it.
Unfortunately, the confirmation number issued when a transaction is entered is not subsequently displayed on the screens which display pending transactions. This is a relatively minor problem.
A bigger problem is that when a customer edits or deletes a pending transaction, not only is the original confirmation number not displayed, but no new confirmation number is issued.
This means that if a customer edits or deletes a transaction through your Internet banking application, and that change is lost or processed improperly by the bank, there is absolutely no way for the customer to prove that he or she made the change.
Since your Internet banking application issues neither paper receipts (obviously) nor even email receipts for transactions created or modified through the application, I hope you will agree that it is critical to customer confidence that every action performed within the application has associated with it a confirmation number that the customer can record and provide to the bank later should there be any issues.
Thank you for your attention to this matter.