Consumer complaint received 2022-01-15
Company: CITIZENS FINANCIAL GROUP, INC.
State: RI
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Trouble using the card
Sub-issue: Problem using the card to withdraw money from an ATM

Complaint:
I have a XXXX XXXX XXXX. 
I receive my monthly Social Security Benefits on this card.Ihave had the card for about ten years. 
I use it at ATMS.I have never had a problem with withdrawals. 
I usually use Citizens Bank ATMS. 
Recently they installed new ATMS. 
I am XXXX and retired.I am on medication which slows me down a little. 
I went to The Citizens Bank on XXXX XXXX in XXXX Rhode Island on the ATM on XX/XX/2022 at about XXXX AM. 
I made a withdrawal of {$590.00}. 
I did the transaction and took my card and I was looking at IL. 
When I put my hand down to get my money! 
I heard a noise! 
I looked in shock as my money disappeared into the ATM! 
I couldn't believe what I saw! 
The ATM sucked my money back into the ATM within XXXX! 
I put my card back in and saw the {$590.00} was gone and deducted from my account. 
I then in desperation withdrew {$500.00} the another left! 
I then went into the Citizens Bank and asked to speak to someone. 
A woman spoke with me for 5 minutes and said. 
I'm sorry there nothing we can do because the card you used isn't a Citizens Bank XXXX. 
You will have to contact XXXX XXXX XXXX. 
I said can you just refund my money after you do the accounting for the day. 
You will see how much over you are and I will sign any papers and show identification. 
She said no! 
Then a manager came out walking and this woman asked her if she could do anything. 
She answered in one word no! 
I told them it was my monthly Social Security Benefits and I was honeless most of the month and I desperately needed my money! 
She said there was nothing they could do I would have to file a claim with XXXX XXXX XXXX. 
I called the Corporate Headquarters and again I was told there was nothing they could do! 
I said that money didn't go back into my account! 
You are stealing my Social Security Benefits! 
They said contact XXXX XXXX XXXX. 
I called day and night for 3 days before I finally spoke to someone. 
Waiting as much as XXXX hour on the phone. 
I am XXXX XXXX XXXX! 
XXXX XXXX XXXX told me they would mail a form and I would have to fill it out. 
Then mail it back! 
This could take 30 days Finally I called The Rhode Island Attorney Generals Office and they gave me this number and agency. 
I then called y Congressman and Senators! 
Asking for help! 
Finally after 2 weeks I checked with my balance. 
I found out the money taken I say stolen by Citizens Bank was out back into my account. 
I believe someone I called helped me. 
Saved my life! 
This Snatch Policy must be stopped because it is literally stealing money from people like me! 
There are no warnings or posts saying you have XXXX seconds or your money will be Citizens Banks Money! 
These are crimes under the guise of protecting the customer! 
The money doesn't go back into my account in even 24 hours. 
Citizens Bank keros that money. 
That money wasn't sent back to XXXX XXXX XXXX! 
They are legally robbing people! 
This must stop and if anyone else did this. 
This would be a crime! 
My monthly Social Security Benefits are State and Federal Funds! 
This must be stopped and considered a crime! 
I can only XXXXmagine the millions of dollars withheld in Citizens Bank Accounts!

Invested and gaining interest while for people like me it's life and death!

Company response to consumer: Closed with explanation