Consumer complaint received 2023-03-16
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
XX/XX/XXXX Opened a Citizens Access account XX/XX/XXXX Linked an external bank account to Citizens Access account XX/XX/XXXX Verified linked account and made a deposit from linked account to Citizens Access account ( {$790.00} ) XX/XX/XXXX deposit was immediately reversed back to the linked account ( - {$790.00} ) -- - Was not able to contact Citizens Access, so I transferred money from a different account into my Citizens Access account. ( {$200.00} ). 
-- - XX/XX/XXXX Closed the original linked account ( so it was no longer accessible from Citizens Access, as the deposit was reversed ). 
-- Tried to link my checking account to Citizens Access, and it said they are having trouble doing this task, please try again later or call XXXX -- - I successfully set up ( I thought ) recurring transfers to my Citizens Access account from my business checking account, but nothing else ever went into my Citizens Access account. 
-- - XX/XX/XXXX Citizens Access monthly statement was available, and none of my transfers had gone through, but I did earn XXXX in interest, for a new total of {$200.00} in this account. 
-- - XXXX I called XXXX, was on hold for a total of 29 minutes, and spoke to someone named XXXX who said, after verifying my credentials, that, " Citizens Bank has decided to no longer do business with you. I can not give you any more information. '' -- - XX/XX/XXXX I reached out to the bank that had a successful linked transfer to my Citizens Access bank, and they were no longer linked to my Citizens Access account so they couldn't help me -- XX/XX/XXXX I reached out to the other bank where the transfer was immediately reversed, even though I had closed the account after I transferred that amount to a different ( checking ) account, and they have not yet replied. 
-- - XX/XX/XXXX I called XXXX, stayed on hold for a total of 28 minutes, and was told the same thing, this time from XXXX : " Citizens Bank will no longer do business with you. That is all the information I am allowed to share with you at this time. '' I asked how I can access the deposit that was in the account, and she said there is nothing Citizens Access can do. I asked who else I could connect with who may be able to help, and there is no one. I then tried to link my checking account to my Citizens Access account, with success through Plaid, but it would not let me transfer money in either direction : " Problem processing your transfer at this time, please call XXXX for more information. '' -- - So as of right now, Citizens Access has my money, and when asked how I can retrieve it, they have absolutely nobody I can connect with, and no answer for me. The people on the phone said my account is " already closed '' and they will " no longer do business with me, '' however my account is still open and accessible from the website login, https : //www.secure.citizensaccess.com/signin/ -- - Never in my life have I been given this feedback from a financial institution, I have excellent credit, etc. I don't like " making complaints, '' but I have also never had an actual headache this painful, and I wonder if others are experiencing similar issues with this bank. 
Thanks.

Company response to consumer: Closed with explanation