Consumer complaint received 2021-10-01
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
This is pertaining to a beneficiary services request to liquidate my mother 's investment account # XXXX where I have been appointed as the Executor of her Estate. 

I first attempted to contact her Financial Advisor XXXX XXXX, on XX/XX/2021 where I submitted the required documentation to liquidate and release her assets. I was told to submit the " short for '' proving and attesting to the fact that I had been designated as the Executor of my mother 's estate. 
On XX/XX/2021 I received confirmation via email of receipt and was told he would " get right on it ''. 
On XX/XX/2021 I requested an update and received no response On XX/XX/2021 I requested an update and received no response. 

With no response from XXXX XXXX, I found his cell phone number and in the middle of XX/XX/2021, I called him where he informed me that he was no longer with XXXX XXXX XXXX. He gave me a general phone number to call to restart the process. 
COMPLAINT # 1 - XXXX XXXX did not transfer responsibility nor monitor email from me to continue on with process of liquidation and transfer of the assets. 

The middle of XX/XX/2021 I called the number provided by XXXX XXXX and was told that I needed to fill out an Inherited Account Form and that the following steps needed to be followed 1. Fax the death certificate, short form and a letter identifying the account, that my mother had passed, include my name and address and request the necessary documents to liquidate my mother 's assets and have them transferred to her estate account. 
2. Fill out the Inherited account form, provide the tax id number for her estate account, provide a picture of my drivers license and have my signature guaranteed 3. Mail all of this documentation to XXXX XXXX and it would take them 2 weeks to transfer the assets After 30 days, after faxing the requested info, I had not received the Inherited Account Form and on XX/XX/2021 called the number provided and was told that they could email the forms to me. 
COMPLAINT # 2 - I was given incorrect or misleading information as to how I could receive the documents to file. 
On XX/XX/2021 I mailed the Inherited Account Form, Signature guarantee ( through Citizens Bank ), my drivers license and a copy of a voided check to my mother 's estate account established at XXXX XXXX XXXX. Prior to mailing the above, I again called the provide number, spoke with a representative walking through everything I had to make sure everything was completed per instructions and to confirm the documentation was complete. 
After receiving no update, I called XXXX XXXX back the middle of XXXX, 2021 and was told the reason the transaction was not moving forward was because a I was missing another form that needed to be notarized called an Affidavit of Domicile COMPLAINT # XXXX- Why was this not included in the original packet of information that I requested from XXXX XXXX to release my mother 's assets even after multiple inquiries to confirm what was required. 
On XX/XX/2021 a letter was drafted to me from XXXX XXXX XXXX saying that not only did I need the Affidavit of Domicile but that I needed to provide a signature guarantee on the original Inherited Account Form. The original document that they provided a copy of clearly shows the Signature Guarantee was already provided and in fact completed by Citizens Bank.

COMPLAINT # 4 - They don't even read the documentation that has been provided and is requesting documentation that has already been provided. 

It appears as if this is an attempt by XXXX XXXX to delay the liquidation and transfer of my mother 's assets and a clear violation of my rights as a consumer. In addition, XXXX XXXX is denying my XXXX year old father the much needed access to these funds and impacting the quality of his life. I have provided information over and over as they requested and it appears as if they continue to impose more requirements and restrictions as the process drags on. I am attaching all the documentation and dates for reference.

Company response to consumer: Closed with explanation