Consumer complaint received 2023-10-11
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On the morning of XX/XX/23 I went to my credit union to withdrawal cash to deposit into my Citizens Bank account to pay my rent online. I got to the drive up ATM around XXXX XXXX located at XXXX XXXX XXXX XXXX XXXX, PA before branch hours due to me having to be to work by a certain time. I had {$1800.00} cash on me since my rent was {$1800.00}. I placed my atm card in the drive up atm and started my deposit with {$1100.00} and requested a receipt. Once the confirmation came up that {$1.00} was counted I selected add more cash. Once that happen I was about to put my cash in and the slot to insert more cash started glitching. I kept my remaining balance of {$670.00}. I waited for a receipt, but the ATM said transaction cancelled twice, and returned my card without receipt. The ATM did not provide a receipt as requested, nor did it return my cash. I stayed at the branch checked my mobile banklng and saw the deposit was not credited. I remained in the parking lot until the branch opened. When staff arrived I went inside and explained what happened. The teller, XXXX checked the ATM machine to see if cash was jammed, and it wasnt. XXXX informed me to call number on back of card and file a claim it was nothing they could do. I was told in the branch that this happened before to another client and she filed a claim and received a provisional credit the same day. That same day since it was my last bit of money for rent I called my mother and explained to he what happened. She offered for me to borrow money the same amount that was loss in the amt of {$1100.00} so I could pay my rent. My mother went to her bank withdrew that amount out, and drove to the branch and deposited cash in person. The same day as my claim they cancelled it saying I received credit already for the amount of {$1100.00}. Someone in claims is not doing their job, because that credit was from an in branch deposit my mom made for the same amount ( I have the receipt with the teller and transaction number ). Once I realized that I called again on XXXX and did another claim I was told by 3 different people they sent a re-review request with escalatioin, but everytime I call back nothing is updated in their system. I spoke with a supervisor ( name either XXXX or XXXX ) yesterday in customer service he claimed he was doing a new claim, and called back today fiind out once again nothing happened. I nice representative today named XXXX assisted me and realized after looking at my notes and agreed each representative did not do the notes correctly, which has caused me to be inconvenienced of my money that I worked hard for, and I also need to pay my money back to my mom. XXXX stated he requested a new re-review and added the notes about my mother 's deposit not having anything to do with the atm deposit. This is completely unethical that I have to go through all of these hoops and loops to get my money back, and I honeslty feel like I have been treated so unfair during this whole process. I keep hearing my claims will be escalated, but nothing ever happens. Today is the XXXX, and if I did not borrow the money from my mom this whole mishap would have caused me to get an evicition notice when I had all my rent. I am requesting a credit to my account expeditously this is so unprofessional. Not one person from Citizens Bank has called for follow up, provide information to me, or requested anything from me very unprofessional.

Company response to consumer: Closed with explanation