Consumer complaint received 2021-07-05
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, I attempted to set up an online checking account with Citizens bank. While finalizing the application, the website crashed and returned me to the beginning of the application process, so I completed it again. This had the effect of opening up two bank accounts, and two {$1000.00} withdrawals were made from my XXXX XXXX XXXX XXXX XXXX ( XXXX  ) checking account in order to open both Citizens checking accounts. The withdrawals were made on XX/XX/XXXX and XX/XX/XXXX. One of the two Citizens bank accounts was opened correctly and the withdrawal was deposited into it. The other account was improperly opened, and the {$1000.00} opening deposit, which was withdrawal from XXXX, never arrived in this account. The account that was not funded was opened in my name with the correct address, however, my Social Security Number ( SSN ) was not attached to the account, which is most likely due to the application crashing. 

Because there were two Citizens checking accounts in my name and one of them was not associated with my SSN, my online account was locked, and it took approximately two weeks to receive full access to it again. During this time I was unable to know whether the second withdrawal had been deposited into either of my Citizens bank accounts. In the process of gaining access to my online account, the checking account that was not tied to my SSN was deactivated, and the opening deposit for that account should have been returned to XXXX, since there was no longer an account for it to be deposited into. At this time I was informed that the money that had been withdrawn from XXXX was simply being processed and would be returned in 5-30 days. The stated reason for the wide range of times was that it may take some time for now deactivated account to fully close. 

After this time, the money had still not been deposited back into my XXXX account, nor had it ever been deposited into either checking account at Citizens. At this time I got back in contact with Citizens bank regarding the issue, and a customer case was opened with Citizens bank. They were unable to locate the missing sum, so I reached out to XXXX in order to obtain more information about the transfers. XXXX provided me with a TRACE ID for each transfer, however, the IDs provided did not match records at Citizens bank, nor the records of the transfer to funded account ( see emails for details ), which was successful. After more discussion with a manager in a Citizens ACH department, and the banker I had been working with through this issue, I was advised to file a claim with XXXX  ( Please see attached letter XXXX. However, when I attempted to open a claim, I was informed by XXXX that I was approximately 2 weeks past the 60 day limit, since I contacted XXXX  regarding opening a claim during the week of XX/XX/XXXX. I was not advised by either institution to file a claim until after the 60 day limit was already past. 

After being unable to file a claim, I attempted to gather more information in an attempt to resolve the issue and get my missing {$1000.00} returned to me. Through further communication with XXXX, I learned that XXXX XXXX XXXX was the Originating Depository Financial Institution ( ODFI ) for the two withdrawals made by Citizens when I opened the two accounts. I emailed the individual I had been in contact with in the ACH department this information hoping that it would allow them to resolve the issue of the mismatched TRACE IDs, however, no response was received. 

I have been in contact with XXXX and Citizens repeatedly over the course of more than two months in an attempt to recover my missing money, however, I have been unable to make any progress. I have included relevant emails, transfer and account information, and a signed letter from a Citizens banker in this document. Please feel free to contact me as I would be happy to provide any additional documentation or information.

Company response to consumer: Closed with explanation