Consumer complaint received 2023-07-29
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
XX/XX/2023 To Whom It May Concern at the Consumer Finance : I am submitting this complaint because I had a check that I sent in the amount of {$2000.00} for payment on my XXXX XXXX XXXX XXXX. This payment was never received by XXXX XXXX. The following is a chronological history. 
1. The payment was sent on XX/XX/2023 2. On XX/XX/2023 XXXX XXXX sent me an email reminding me that my payment was due on XX/XX/2023. 
3. I called XXXX XXXX and informed them that I had sent the payment on XX/XX/2023. 
4. They informed me that the still hadnt received it. I said I would check back on the due date and if they still hadnt received it I would pay it over the phone.

5. On XX/XX/2023 I called XXXX XXXX back and they still hadnt received the payment so I paid it over the phone ( {$2000.00} ). 
6. On XX/XX/2023 my account showed a second debit to my account of {$2000.00} on my Citizens account. 
7. I called Citizens and explained the situation. The check showed that the money was deposited to a XXXX XXXX account at XXXX XXXXXXXX XXXX XXXX XXXX XXXX DE. ( copy of check included in attached documents ) 8. Citizens Bank Claims Department sent me a form ( Declaration of Unauthorized Endorsement- Altered Claim number XXXX ) which I filled out and returned on XX/XX/2023. 
9. When I contacted Citizens Bank regarding the form they said that they would need XXXX XXXX to sign the form stating that they had not received the funds. I questioned why XXXX XXXX would need to get involved since they hadnt received the funds, but Citizens Bank insisted that they needed to sign the form. 
10. I started trying to contact someone a XXXX XXXX who could sign the form as Citizens Bank had requested. After week or two and going through multiple departments at XXXX  XXXX, I finally got through to someone in XXXX XXXX Payment Investigation who said they would investigate whether this could be done. On XX/XX/2023 I received a letter from XXXX XXXX saying that they would be unable to sign the form and referred me back to Citizens Bank. 
11. I contacted Citizens Bank Claims Department and explained that XXXX XXXX wouldnt be able to sign the form. 
12. Citizens Bank Claims Department manager ( XXXX XXXX ) said that I should document this on the Declaration of Unauthorized Endorsement- Altered form I had sent earlier and resend it to them, which I did through the Citizens Bank branch office in XXXX , Ma . 
13. On XX/XX/2023 I received a letter from regarding Citizens Claim Number XXXX stating that I didnt have to do anything and they would contact me when the investigation was complete. They ( Citizens Bank ) originally told me that this might take 6 to eight weeks.

14. When the 8 weeks came and went, I called Citizens Bank Claims Department and they said that XXXX had opened a claim XXXX and they were still waiting on XXXX XXXX 
15. I went to the Citizens Bank branch office in XXXX, Ma. and asked how I could escalate this. They put me in touch with XXXX XXXX ( XXXX ) at the office of the Chairman at Citizens Bank and she has been trying to move this along.

16. This issue has been going on now for almost 7 months and Im very concerned about my money being returned. My most recent contact with Citizens Bank was yesterday ( XX/XX/2023 ) when XXXX XXXX from the Office Of the Chairman ( Citizens Bank ) called me back to inform me there has been no progress and that they were still waiting on XXXX Citizens Bank Contacts XXXX XXXX ( Office of the Chairman ) XXXX XXXX  ( Manager Citizens Bank Claims Department ) XXXX XXXX XXXX XXXX Citizens Bank XXXX Ma. branch Office ) XXXX Also, I have attached all the documents that I have received and passed on to Citizens Bank. 
Lastly, I have had numerous calls with the representatives from Citizens Bank, XXXX XXXX and although Ive tried I could not get through to anyone at XXXX who could help me. In my conversations with Citizens Bank they are telling me this is being held up by XXXX. I would like to get my money back as soon as possible and would also like for the Consumer Finance team to let me know what my rights are as well as Citizens Bank responsibilities to make me whole again. 
Please let me know if you have any questions or need any additional information.

Company response to consumer: Closed with explanation