Consumer complaint received 2023-12-05
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I opened my Citizens Bank account in XXXX XXXX XXXX Since starting an account with Citizens, I have overdrafted the account unintentionally and have consistently cured the overdraft within 24 hours with recent exception to a 2 day period in which I did not realize that I had an overdraft. I have banked with my previous institution for over 6 years and they did not offer an overdraft protection program for Debits. I did not realize that Citizens was allowing me to overdraft for debit transactions and was not notified until the following morning ( almost 24 hours later ) that I had overdrafted my account. I understand that it is my responsibility to monitor my account. My fiance and I have had a lot of moving parts with our finances due to the insurance payouts and waiting for payment back from insurance but this is not typical for me to allow my balance to become low. If you look at the monthly average of deposit there is not typically a need for me to be in a deficet nor was I depending on Citizen 's to carry the burden. As stated in the Citizens Personal Banking Terms and Conditions : X. Insufficient Funds, Overdrafts and Returned Items : If you provide your consent, then we reserve the right on a case-by-case basis to authorize and pay, at our discretion, such an ATM item or a non-repeating everyday debit card item, and charge you an Overdraft Fee. However, if you have not permitted us to pay these types of items, then we will decline the transaction and will not charge you an Overdraft Fee. 
We are under no obligation to pay an item and create an overdraft. Our honoring of one or more overdrafts does not obligate us to honor any future overdrafts, and you should not rely on us to honor an overdraft even if we have done so in the past As stated above, Citizens at its discretion, authorized the overdrafts on my account. I have never called and asked for the fees to be removed or argued that the overdrafts were not correct. I simply paid the fee whilst bringing my account to current. 

Fast forward to XX/XX/XXXX, my XXXX  signed his payroll check over to me as he frequently does as he does not do well with transferring, paying his bills etc. I deposited this check on XX/XX/XXXX. I also deposited a check from the owner of the company that I XXXX, XXXX XXXX XXXX XXXX XXXX XXXX  ) in the amount of {$20000.00}. Which he has since communicated with his bank XXXX XXXX XXXX XXXX  ) is valid and authorized. 

The morning of XX/XX/XXXX, I checked my account around XXXX. The negative balance had been cured as my XXXX check had posted. The {$20000.00} check had posted {$200.00} with the rest pending. I had expected that to happen and went on with my morning. About an hour later, I went to use my card at a convenient store and it was declined. I immediately went to log into my mobile app and it said my username & password were incorrect. When I tried to reset my mobile credentials by using my social security number, it said my account could not be found using my social. I checked my missed calls, texts and emails, there were no notifications from Citizens. 

I am not concerned about the {$20000.00} check from XXXX XXXX XXXX taking additional time to post. It is not a typical transaction for me although it is valid and authorized. 

I am concerned because I have XXXX XXXX bills, and XXXX coming up. I am going to have my electricity and cable turned off, and my housing payment has not been made as it is the first week of the month. 

Had my account NOT been frozen, I would have had access to my normal direct deposit of {$2300.00} regardless of if the XXXX check cleared and I would have been able to make arrangements with my current bills. I had to ask my employer to hold my direct deposit and write a check so that these funds would not also be frozen as well. IF i had not contacted my employer in time, I would have had zero access to funds for myself or my family for the last 5 days. Again, I have XXXX XXXX 

I immediately called customer service after finding out my card was not working. They told me that my account was under review and I could not use my debit card or mobile banking. From XX/XX/XXXX until today, I have not been contacted by Citizens in any way shape or form to inform me that my account is being held. I have initiated every single conversation asking when my account will be active so that I can pay by bills and cure accounts that are trying to charge my account. I have called and spoken with numerous representatives. 

-Telephone Rep : Account is under review and frozen and they can not give me any other information. 

-Phone Rep : Account under review need to wait for letter in the next 2-3 days but did not think account would close permanently. 

XXXX XXXX XXXX XXXX XXXX  : Stated it is likely under review because of XXXX check. When I asked why Citizens is blocking my entire account and not just the check by itself, he said he did not know and that it did not seem right and to wait a couple of days and he was sure everything would be cleared up and I could come in for a new debit card. 

Phone Rep : Account is under review, no other information, no deadline as to when I will hear from the bank regarding this freeze. Could take 2 days, could take 1 year. There is no answer that they can provide me. No other party I can speak to. 

Phone Rep : I cant tell you why account is under review. The bank can do it for any reason they want based on terms and conditions and they do not have to provide a reason. No deadline. Nobody to speak to. 

XXXX  Bank Teller : Very nice. Apologized and said this is not right and she feels someone made a mistake. Citizens should not be holding the check and freezing my entire account at the same time. Said to make an appointment with branch manager but that he would not return until XXXX and I told her I could not wait that long to have access to my account. I have obligations to pay my bills from this account and 2 very major bills due at the end of the week. 

Phone Rep : Account is under review for fraudulent activity, then when transferred to a supervisor I am told this is not true. When I asked to speak with the back office, I was told by the supervisor that it is not possible for me to speak with them and the supervisor also said that he does not have any contact with them. 

XXXX Branch Manager : Called back office and was told it is because of overdrafts. I explained to her our recent flucuations with the insurance company and that this is not typical. I asked if I could talk to someone making these decisions to explain my side. She said no that was not possible. She said that the XXXX check will post on Friday and if Citizens does not reopen my account that I can come and withdrawal the funds and there may be some " other options ''. 

I find this odd as I have almost immediately cured any over drafts that Citizen 's authorized themselves and paid the Fees. Most recently {$170.00} paid to citizens in good faith for transactions that Citizens ultimately authorized. If I was in a position that my account may be closed due to overdrafts, why is citizens still allowing them? Why would they not warn me that this could happen or take away the ability to do so. 

This is completely hindering my ability to meet my fnancial obligations in terms of essential living and support my XXXX children. My mother has been assisting because she feels she has no choice because I am getting nowhere with the bank at this point. 

I have not received any solid information from calls and visits initiaed with Citizens employees but I am even more disappointed that I have not received one notification from Citizens warning me about overdrafts potentially causing account closure ( even when authorized by them and PAID by me ) and I have not received a single notification from Citizens even notifying me that my account is completely frozen. 

I would like Citizens to unfreeze my account and allow me to bank the way that I typically do ... Without overdrafting. Finally, our insurance claim is over and I have received this payment from my boss to assist in catching up from this mess of a year. I finally have an opportunity to sort out my financial situation and begin to live normally again, and Citizens blocks my account. It is extremely discouraging- especially when I can not even get a straight answer. I am an honest and hard working person- I deserve an answer or a solution at minimum. 

Please provide some information so that I can project the holidays and the upcoming month of finances for myself and my children. 

Thank you, XXXX XXXX

Company response to consumer: In progress