Consumer complaint received 2023-08-22
Company: CITIZENS FINANCIAL GROUP, INC.
State: NH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
In XXXX, I opened personal checking and savings accounts and a business account with Citizens Bank at the branch in XXXX, NH. I have other bank accounts with other institutions, and I wanted to bank somewhere closer and more convenient for my day-to-day banking needs. 

On XX/XX/XXXX, I entered the branch to deposit a US Treasury check. The check was made out to my husband and was for ~ {$5000.00} in savings bonds that he had cashed in from when he was a baby. He was going out of town for XXXX weeks and endorsed the check over to me to deposit into my Citizens personal checking account. 

**I now know that US Treasury checks can not be endorsed over to another person. I did not know that at the time, as I don't receive many checks from the Treasury. ** The teller at the counter took the check and have me a deposit slip. She told me that my funds wouldn't be available for 8 days. I understood and went out of town on vacation for a few weeks. 

Yesterday ( XX/XX/XXXX ), I went into the branch to deposit a check for {$6200.00} into the same personal checking account. When I placed my debit card for the account into the chip reader at the counter, I was told the card was invalid. I was concerned because that's the first I'd heard of it being invalid. The teller handed me a receipt for my deposit and told me the bank had my account under review and would be putting a hold on my funds. She looked at her screen and noted there was still a hold on my ~ {$5000.00} funds from the Treasury check I had deposited on XX/XX/XXXX. 

At that point I was worried that my account had been accessed for fraudulent activity. I looked through my texts and emails, and didn't see any alerts or communications that indicated I needed to contact the bank. I had communications RE : statements but nothing regarding these disturbing account irregularities. I was very concerned and said so. 

The bank manager got involved and ushered me to a private office with the gentleman who had originally opened my account. They logged into their system and saw no indication of what was going on with my account. It was all very mysterious. In the meantime, I tried to log into my account through the Citizens app. That was when I learned that the bank had locked me out of my own account. Instead of my user name, there was a new user name of fraudops and a string of numbers. 

I threatened legal action and exposing the company on social media to my XXXX followers. The branch manageXXXX filed a complaint through their system on my behalf. 

A customer service rep called this morning ( XX/XX/XXXX ) to tell me there would be no resolution. She said the bank is waiting for the Treasury dept to respond and see if they will honor the deposit. I asked for a timeline and was told they didn't have one. I asked about my new deposit of {$6200.00} and was also told they didn't know when that would be available.

I have a mortgage and bills to pay, and the best they can do is tell me " I don't know '' on {$11000.00} worth of deposits -- all because they took a signed over Treasury check they shouldn't have taken.

They allege that they sent me a letter via US Mail alerting me to the problem with the Treasury check, but I never received that notice. I think it's unusual that they wouldn't have alerted me via text/email when I receive other communications that way from the bank.

I've also been informed by one customer service rep that they will likely close all of my accounts without informing me. At this point, I just want my money and to cease doing business with these charlatans.

Company response to consumer: Closed with explanation