Consumer complaint received 2022-05-20
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
On XX/XX/XXXX I deposited a check through my XXXX app for Citizens Bank for {$150.00} On XX/XX/XXXX XXXX realized that my bank account was in the negative to almost XXXX I couldnt understand what happened. So I immediately called Citizens Bank and spoke to three different associates. And they kept telling me that the check was still dated and I was trying to explain to them the date was XX/XX/XXXX and Im looking right at it and the date is clearly not pass the year and its from the United States treasury department. Well they insisted that the check was no good. So I went into a citizens bank and showed the check that I deposited using my phone app to the teller. And she also seen that the check was not stale dated. She couldnt understand what was going on so she was on the phone to some of her other managers trying to figure out the situation. Nobody could figure out why they took out the {$150.00} that I deposited XXXX overdraft fees which were {$38.00} a piece. The manager suggested that I redeposit that check and see what happens. So we did. Two days later I get a letter in the mail stating that they re-took the {$150.00} out of my account again because it was a duplicate check. I couldnt understand what happened well what happened when I got all the paperwork shows me. Somebody deposited a check from the United States treasury that lives in Connecticut for the same amount of {$150.00} and it ended up in my account well his check was expired it expired in XXXX. Dont know where my check went to but it didnt appear in my account at all. So when I looked at the paperwork that was sent to me I noticed the name and Check was clearly not me. So I immediately called up Citizens Bank again. And they told me that my check has been cashed theres nothing they can do they dont understand what happened theyre not refunding my {$380.00} in overdraft fees which I acquired because of this check that was not mine and in my account. They told me to call the United States treasury department and have them issue me another check. So I did. And the United States treasury department told me theres nothing they can do for me because the check was cashed. Somebody cash that check which it was this XXXX XXXX guy. So I called Citizens Bank again and I went up to the branch again. they were able to give me back three of the over the limit fees but since all this started they accumulated again or they took the money out the second time. So I was in a hole about {$490.00}. I disputed this guy called up Citizens Bank I wrote to them. I went to the branch and nobody will help me they said theres nothing they can do for me. How can this happen when all they did was take a picture of the check and send it to my bank account. I still have possession of that said shack which was not stale dated and in my name and showed everybody. And then all of a sudden theres a check in my account for the same amount that is stale Dated. And not in my name. And on top of everything else they close my account on me. They dont want me to be with them anymore. They made a mistake they owe me money and the excess of {$400.00} nobody will explain how this man XXXX got into my account and they wont pay me back. How is this legal and how is this fair. All the women at the branch clearly knew I did nothing wrong she actually issued me a brand new debit card which was canceled the next day because corporate close my account on me. Something is going on nobody wants to tell me and nobody wants to give me back my money so I did some investigating and found this young kid Cause all this drama does XXXX who lives in Connecticut and Im in XXXX New York dont know this man. And he giggled and hung up on me. So I am out of XXXX something dollars because I had to borrow money from people to put back in my account so I didnt have a negative bank account balance I think it was {$.00} when they close my account. I need somebody to help me please this is not fair this is not right. Do not bank with Citizens Bank ever!

Company response to consumer: Closed with explanation