Consumer complaint received 2022-12-23
Company: CITIZENS FINANCIAL GROUP, INC.
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I previously was banking with XXXXXXXX XXXX  and closed my account. They issued me a check with my balance in the account which was {$52000.00}. I then went to Citizens Bank on XX/XX/XXXX and deposited it in person inside the bank into my checking account. I was told that it would be available in XXXX hours and {$200.00} would be available the following day. I Then tried to log into my online banking on XX/XX/XXXX to check my account balance and was locked out. I then called the customer service number and was told my account was suspended and I would receive a letter in the mail. The rep continued to state that my check was being held for further review and would clear on XX/XX/XXXX. I waited until XX/XX/XXXX and called the toll free number to check my account balance and it was {$51000.00}. I had a negative balance on my account so that is why it was {$51000.00}. The rep told me after telling me the balance that I could not make any withdraws because there is a lock on the account from the credit department. I then called the credit dept and they told me I would have to wait 24hrs because even though the check cleared there was an additional hold for 24hrs. I then called back again and the second person told me I can go into the branch and have the branch call the credit dept and the hold could be removed. I then went to the branch at the XXXX XXXXXXXX XXXX location they XXXX XXXX fraud department and they told them that the account can not be unlocked and I would receive a letter in the mail. She then called the credit department and they told her they are unable to remove the lock as well. I then left the branch and called back. This time I spoke to the credit dept and spoke to the first person I spoke with and she continued to say that I can not withdraw until 24hrs have passed. I then requested to speak with a manager and they transferred me. The managers name was XXXX XXXX. XXXX stated that my account was in process of being closed and asked if I had received and correspondence via mail. I told her no. She then stated she would have to call another department to see if the hold could be lifted and to call back in XXXX min. I waited an hour and called back XXXX she then told me that the lock wasnt able to be removed and the check that I deposited is on hold until XXXX of XXXX. And I asked for my current account balance and it now relefect negative {$950.00}. So they removed the deposited check after clearing it. At this point I decided to go to the branch where I initially deposited my check hoping they could help me. In turn I was disrespected, discriminated and called many derogatory names. I was humiliated in front of customers and called XXXX shaming names. I was told by XXXX XXXX that my check is a fraud and I am a fraud and that is why my check could not be deposited. I walked into the bank calmly and waited my turn. I was told to hold on a second while another site XXXX was being helped. That is when XXXX XXXX came out to no where and told me to come sit at the her desk. She remembered me from when I first deposited my check because I was insulted me from that very first day. When asking about the issue with my deposit XXXX became enraged stood up and pushed her desk straight into me telling me to back up pointing her fingers in my face using profanity. I was seated up until she got In my face. I have video recording of everything how it happened from start to finish. Law enforcement was then called and we were told to leave. I have tried to reach out to the are manager XXXX XXXX. The telephone number I was given for him is ( XXXX ) XXXX. I have called twice today and left a voicemail. I need this issues resolved immediately and need this branch and its employees investigated. I am a customer and consumer. I was told I was fraud and check is fraud. That was completely unacceptable and humiliating

Company response to consumer: Closed with explanation