Consumer complaint received 2019-10-21
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
on XX/XX/19 I attemoted to transfer XXXX from citizen 's one deosit checking to my citizens line of credit account via my Citzens on line banking account. The account has 3 products, checking, savings and home equity line of credit, which was added when I took a home equity loan on XX/XX/2019 for XXXX. 

the first payment was dues on XXXX XXXX after much trial and error I was able to make that payment through the online banking account referenced above. I also wanted to pay XXXX back to the line, as I didnt need the money at that time so i figured why paying interest on money just sitting in checking. Having not transferred funds from checking to equity before, I assumed it would be just like when I tranfer funds between checking an savings o when the transfer funds to my XXXX account. It was not. 

When transferring from checking to savings the accounts used show immediate debit or credit of tranferred amount. EX : lets say I have 200 in checking and 200 in savings. When I finalize a transfer of {$50.00} from checking to savings, my checking account will then show {$150.00} and savings shows {$250.00}. When I transferred the XXXX from checking to equity there was no indication that it had actually occurred. Thinking that i had errored, i attempted the transaction 2 more times with the same result. 

The next day I noticed that I had an alert ( not the same as their messages, ) which usually tells me my statements are availble for viewing. When I opened the alert it showed 3 transfers of XXXX, so I attemoted wiorking with online customer service. I sent them a detailed message and was sent a reply that they would get back to me within 48 hours. So I went to the local branch that same day. The VP, and young man named XXXX XXXX was helpful. He called the main office and explained what occurred and was told the funds would be returned in a couple of days. 

I was ok with that and when I checked my account the evening of XX/XX/2019, my checking account had {$53000.00}. in it, XXXX more than I started with. The local banch was closed so when I got up the next day i checked the acoun, which then had XXXX in it. They took back the extra XXXX plus the XXXX thtat belongs to me. 

I must have 20 customer service messages apologizing for the delay and stating that they are working on it. Mr XXXX has called the main office on at least 5 occasions with me at his desk. each time he told 48 hours. On Thursday, XX/XX/XXXX, we were told a new, more important employee was taking part in this and that it would be resolved in 48 hours. It is not. I still have not gotten my money back. 

Everyone involved acknowledges that the system took XXXX too much. What I eally dont understand is why the need to with hold my XXXX from me while they figure out what they did wrong. 

I understand that even though i think that the the technical aspect of their bank stinks, I made the initial mistake. However, it has now been 21 days since I started the process of resolving this matter. Thhough incredibly frustrated, I have continued working with with them to resolve this. 

Uncle, I give up. Please help me. I took the loan because I needed the money.

Company response to consumer: Closed with explanation