Consumer complaint received 2019-07-12
Company: CITIZENS FINANCIAL GROUP, INC.
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2019 I deposited a check into my Citizens Bank account in the amount of {$20000.00}. The check was issued to my daughter XXXX XXXX, drawn on XXXX XXXX XXXX XXXX. My daughter endorsed the check, I signed my name below her name Two days later the funds were placed on a 10 day hold. 

I called the branch where the deposit was made to inquire about the delay in availability, as this is fourth consecutive year we have made this deposit in the amount of XXXX to the same account. Normally the funds are available the next day. 

The representative ( XXXX ) place me on hold, returned to the line and told me this is protocol for Citizens bank. I explained I was perplexed, as I have never had a 10 day hold placed on a check in the 10 years I have been banking with Citizens ( formerly Charter One ). I was advised the hold was for ten days ( available XXXX ). 

On XX/XX/2019 ( the day I was told by XXXX and in writing the funds would be available ) I checked my balance and learned the funds were still not available. I called customer service, I was advised the hold will be lifted some time during the day of the XXXX of XXXX. I was instructed to call back in two hours. Two hours later I called the branch and was notified the check was now on a 45 day hold. I was advised ( XXXX ) the check was deemed fraudulent and was on an extended hold. I asked for a manager call back. After 4 hours I called back and was advised by XXXX she had given the manger my message when I called previously and he is still unavailable to speak with me. At this time I physically went to the branch to speak with the manager. I was advised by the branch manager (  XXXX ), to contact XXXX bank, tell them to stop payment on the check and issue me a new check, as the one deposited was fraudulent. XXXX advised me the signatures could not be verified. I returned to the bank with my daughter with her drivers license to verify. We were told that was not sufficient. 

On XX/XX/2019, my daughter and I contacted the issuer of the check, XXXX XXXX XXXX XXXX. I explained the situation, we told the representative ( XXXX ), Citizens bank is requesting that XXXX Bank cancel their check and reissue a check as the one they issued was deemed fraudulent by Citizens bank. XXXX XXXX XXXX XXXX advised the check issued was cleared on XXXX XXXX and the funds had been deposited to Citizens bank. XXXX went on to say, there is no way they could cancel a check that had already been cashed. 

I returned to Citizens bank. I told them XXXX Bank was unable to stop payment on a check that was already paid. They told me there was nothing else they could do and the funds would not be available until XX/XX/2019. XXXX ( XXXX XXXX XXXX XXXX  ) called Citizens bank ( with me and my daughter on the line ). We were transferred to the fraud department. They told us that the signatures could not be confirmed. XXXX ( XXXX XXXX XXXX XXXX ) asked for a manger in an effort to get the issue resolved. She asked for an action plan from Citizens bank. The representative stated the fraud department was not customer facing and there is no one else to talk. to. She said there is nothing else we can do other than wait 45 days. With that being said, the representative hung up. 

I have been hung up on, my check is still on hold, myself and my daughter together physically came into the branch to clear up any possibility of discrepancy as to the signatures ... I have been a customer with Citizens bank for 10 year and, I can not believe this is how Citizens bank treats there customers. 

I need immediate resolve to this issue. XXXX XXXX XXXX XXXX has asked for the funds to be release as well as myself.

Company response to consumer: Closed with explanation