Consumer complaint received 2020-06-19
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
Alright so this all started 4-5 weeks ago. I opened a checking and saving account with Citizens Bank 4 weeks ago. About 2 weeks ago, I made a deposit of {$5000.00} USD via a check. I'll try to summarize this absolute fiasco as best I can. 

- 4ish weeks ago : open checking and savings with a placeholder deposit of {$40.00}. I am told it will take 4-5 business days to get my debit card/PIN. 

- 1 week later : Still have not received the card. I call and they say they see it's shipped so give it a few more days. 

- A few days later : No card still. Call and they send another. 

- 1 week later : Make a deposit of {$5000.00} via a check. Still have not received the card/PIN. I call and they say give it a few more days - A few days later : I get the card/PIN in the mail. I call to activate it and I am told it is not activated. Speak with someone who pretty much tells me " I have no information '' in various different ways which will now become the trend. 

- A few days later : The check finally clears and I call to see whats going on with my card again. " There is an investigation going on with the card and we will call you within 48 hours '' - 48 hours later : No call. I call again and get " investigation with the card/no information/call you within 48 hours '' - 48 Hours later : No call yet again. I call and get the same " investigation with the card/no information/call you within 48 hours ''. 

- 48 hours later : Do I need to say it? No call and same XXXX on the phone. At this point I am being told only my card is under investigation, not the account. So I try to transfer my funds to a different bank and instantly the transfer is blocked. I call to see why it's blocked and they unblock the transfer. However after they unblock it, it is instantly auto blocked again. Cool, won't let me leave this wretched bank behind - A few days later : No call of course. I call and get the same " investigation with the card/no information/call you within 48 hours '' - Today : I decide to try to call the activation number again and speak with someone there. He finally activates my debit card! Awesome! I try to make a purchase with my card and NOPE. I decide to try to bypass the card altogether and use my account number + routing number to pay a bill. Still no payment will go through. I call them to see why it's being denied. I am told that there are absolutely zero flags on my account or debit card. Nothing that would prevent the purchase going through. I stay on the line with a representative as I try to make a purchase while they check a live feed of whats going on I guess. I get " well thats weird/I 've never seen that before '' a dozen times. I stay on the phone with them for an hour as they call various different departments and absolutely none of them has any clue at all as to what is going on. They have absolutely no reason why. " We will call you back within 48 hours '' Thats the most clear I can make this absolute circus for you folks. I have not been able to access this account as my funds are essentially being held hostage and they refuse to even tell me what is going on. I need help getting this resolved as I am in desperate need of access to these funds

Company response to consumer: Closed with explanation