Consumer complaint received 2020-01-17
Company: CITIZENS FINANCIAL GROUP, INC.
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
My complaint is about several overdraft fees & sustained overdraft fee that have been applied to my business checking account with Citizens Bank from Thursday, XX/XX/2020 to Friday, XX/XX/2020. 
One Thursday, XX/XX/2020 my account was overdrawn from a charge from XXXX  in the amount of {$13.00}. I did have a balance in my account of {$5.00}. The amount remaining was - {$8.00}. I tried to rectify my account bringing it back to a positive dollar amount on Friday, XX/XX/2020 by depositing {$20.00} in cash. When I checked my mobile app the balance owed was - {$8.00}. I did call Citizens Bank customer service number on the back of the debit card and spoke with a women who said she could not reimburse the fees. As of XX/XX/2020 at XXXX there was no overdraft fee posted on my account via the mobile app. I was a bit confused. She had mentioned that all fees get applied by XXXX the next day. Though, the bank did pull out a fee of {$39.00} on Friday, XX/XX/2020 for Thursdays overdraft even though I corrected the balance of - {$8.00} by depositing {$20.00} in cash. 
On Monday, XX/XX/2020 I noticed that my account was - {$130.00}. I immediately called Customer Service to inquire about the transaction. They told me that I had three over draft fees. If you subtract the over draft fees of {$110.00} from the {$130.00} the balance is {$15.00}. I also went into the Bank Branch located in XXXX, CT and spoke with XXXX who could not figure out what was happening on the account. He said he would need to speak with the Manager, XXXX and get back to me. XXXX did print out some documents he said the ( 3 ) charges that over drew my account were the following {$22.00}, {$4.00} & {$10.00}. I heard from XXXX on Tuesday, XX/XX/2020 late afternoon who said that his manager was out of the office at a training and that he would call me tomorrow. I have never received a call from the Branch Manager as of Friday, XX/XX/2020. Though, I did call yesterday XX/XX/2020 at about XXXX and spoke with the Branch Manager who said it was out of his hands that the issue had been escalated to the Chairmans Office. 
On Tuesday, XX/XX/2020 I called the Customer Service number again, this time getting a different individual who told me that I had an additional ( 6 ) overdraft fees to my account in the amount of {$230.00}. So, if you add the {$110.00} in overdraft fees from Monday and the {$230.00} of overdraft fees from Tuesday it gives you a total of {$18.00} that my total account was overdrawn. As of Friday, XX/XX/2020, I received an additional fee for insufficient funds of {$30.00} now bringing the account to {$390.00} owed to Citizens Bank. 
On Tuesday, when I had called Customer Service, I was informed that the account was escalated to the Chairmans Office and that I would receive a call back within 24 to 48 hours. As of Friday, XX/XX/2020 at XXXX I have received no call from Citizens Bank to resolve this issue. 
I think the {$380.00} in fees for an overdraft of {$18.00} is absolutely ludicrous. I dont feel that Citizens bank does a good job reporting fees in a timely manner. They will pull out a fee without posting the transaction to the account. Ive been told that all fees get processed by XXXX next business day, this does not hold true. Also, Ive been told that I have until XXXX day of to correct a transaction. Ive also been told by many Customer Service personal that I should inquire about overdraft protection and the only way I can sign up for this is if I go into a branch and do this. There have been times were the account has had {$5.00} in it and the bank allowed me to withdraw {$20.00}. There are times the mobile app does not show the same dollar amounts as the transaction description online. For example, on Saturday, my account on the mobile app showed that I had a balance of {$52.00} in my account. 

I would like this matter resolved ASAP. I am not saying that I am not at fault for the account being overdrawn. There are times where my account has been overdrawn and Ive paid the fees.

Company response to consumer: Closed with monetary relief