Consumer complaint received 2020-11-04
Company: CITIZENS FINANCIAL GROUP, INC.
State: OH
Product: Money transfer, virtual currency, or money service
Sub-product: Refund anticipation check
Issue: Lost or stolen check

Complaint:
On XX/XX/2020 I received copies of my completed tax returns in the mail that were prepared by XXXX XXXX XXXX XXXX. I immediately noticed that my refund of {$12000.00} was set to be deposited on XX/XX/XXXX into a bank account that was not mine. I called the IRS and Mr. XXXX to inform them of this error. I was told by the IRS that they need 10 days to stop an electronic deposit from hitting an account. The rep provided with the name of the bank and advised me to call the back and notify them of the error so that they could return the funds to the IRS. I called Citizens Bank and visited the branch at XXXX XXXX XXXX XXXX, XXXX, OH. While in the branch I spoke with the Branch Manager and an Associate who took down all my information including the account number ( XXXX ). They assured me they were notating the account and escalating the matter through the proper channels. I also continued to call the bank for the next week and was told that the notes were there and that the funds would be returned in a few days or so. The Rep at Citizens confirmed like the IRS rep that the names did not match the account and since it was coming from the IRS they would definitely return the funds. 
To no avail, I contacted Citizens Bank at least a dozen times and was told different stories by different reps. In early XXXX, one Supervisor told me that I needed a letter from the IRS stating that indeed it was an error. I contacted the IRS and they told me that they do not send letters but that they would put a trace on the funds and that would result in the bank returning the funds. I continued following up with the bank and being told it was being investigated. I called again 3 weeks ago and spoke to another Supervisor who reached out to the ACH department while I was on the line. She told me a man by the name of XXXX was handling the case and he could give us an update. She was unsuccessful in reaching XXXX so took my information and said that XXXX would follow-up with me in XXXX hours. I did not hear from XXXX. I called again today XXXX XX/XX/XXXX ) and spoke to another Supervisor by the name of XXXX. XXXX reached to the ACH department and came back to the line about 15 minutes later. She told that she had an update but it wasnt good news. She professed that the bank did not immediately put a hold on the funds and the account holder had withdrawn most of the funds and the account was overdrawn and that there was nothing the bank could do. 
I am beyond devastated and angry. Citizens Bank took me on an emotional roller coaster for over 4 months only to tell me they gave my money away and that basically its too bad because they dont feel they are responsible. How could they not be responsible after I informed them before the funds were even deposited that there was fraudulent activity? I will ultimately pursue legal action if I need to. This is a large sum of money and they are responsible.

Company response to consumer: Closed with explanation