Consumer complaint received 2023-11-09
Company: CITIZENS FINANCIAL GROUP, INC.
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
ALL EVIDENCE FOR MY COMPLAINT IS INCLUDED IN THE DOCUMENTS PROVIDED Update from Citizens Bank : I have contacted them numerous times over the past 3 months, and they said they cant help me because the case has already been closed and the money has been returned to XXXX XXXX ( XXXX XXXX XXXX ). They have provided letters of the case being cancelled and the money being returned which are attached. They said they couldnt do anything further. They dont know what withdrawing the case means. They advised they had done everything they could, and I reached out to XXXX XXXX XXXX. I even requested that they speak to each other, but they wont do it. 
Update from XXXX XXXX XXXX : They contacted me after my first complaint and advised that the system is automated and that the case needs to be withdrawn. In the letter it even shows that I have returned the money, and they agree that the money has been returned. They advised I reach out to my bank again. Other than that, there is nothing I can do. This whole withdrawing the case doesnt make sense. I am not the only person that is dealing with this. How can we cancel the claim and return the money and still be in this same situation. You can see the articles below. Please see the letter I have attached that they sent over as well. 
I am just trying to get my account fixed. How can you follow everything, and they tell you Well too bad the system is built like this. There must be someone that can resolve this. All I can do is file a complaint and hope someone can MANUALLY override this decision because its made by a system. 
I am complaining again because I am getting the worst response ever. No system is built that can never be changed. As an end user we are being screwed over and XXXX are a very common phone, and this should have better options than just permanently ban people. Especially after they are following everything to make sure the complaint is redacted and providing the proof. There is a lot of disconnect in customer support. I will continue to file reports because this is very unfair. Somone should be able to look at this and even the links I have included below. There are many people complaining and not getting any help. The customer service representatives are not at fault because thats what they are told to say by higher ups. Someone at XXXX XXXX should be able to resolve these issues. This is XXXX XXXX we are talking about. XXXX is a huge company, and you would think they would care about their consumers. 
Back in XX/XX/2023, I filed a dispute with my bank ( Citizens Bank ) due to what I thought were fraudulent charges using XXXX XXXX. It turns out the transactions were legitimate and there was no issue. While the investigation was ongoing, my XXXX XXXX account was restricted ( which is to be expected ). However, my account never reverted to unrestricted once the dispute had closed ( in XX/XX/2023 ). Ive called support multiple times over the period of the past 3+ months and all they can tell me is that my bank needs to close/withdraw the dispute. My bank has done this in their systems ( in XX/XX/2023 ) and even went so far as to provide me with an official letter to send to XXXX XXXX XXXX saying that the case is closed. XXXX refuses to speak to my bank live and refuses to give me any instructions on how I can fix it. At this point Im out of ideas on how to get my account unrestricted. 

https : XXXX https : XXXX https : XXXX https : XXXX

Company response to consumer: Closed with explanation