Consumer complaint received 2015-03-24
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Deposits and withdrawals

Complaint:
On XXXX XXXX I went to the Citizens Bank on XXXX XXXX, in XXXX, MA and gave my son 's bank information in XXXX and wired {$200000.00} to XXXX do XXXX, where my son has a checking account. ( My son lives in XXXX ) On XXXX XXXX, I 've realized there was a mistype in the XXXX he gave to me. I called the Citizens Bank Wire Department and was able to fix the number and they told me the money would be available in XXXX on XXXX XXXX. 
Until XXXX XXXX XXXX, the money has not arrived in my son 's checking account in XXXX, but left my account on XXXX XXXX. 
I 've called Citizens Wire Department many times and they told me the money was transferred to XXXX XXXX XXXX and that XXXX XXXX XXXX would be responsible for that wire transfer. 
I 've asked if they could trace the money since it 's been more than 2 weeks, they ca n't. XXXX XXXX XXXX is the bank responsible for that and if XXXX XXXX XXXX has not called them to say something went wrong, they do n't communicate with XXXX XXXX XXXX, they assume everything went well. Although I 've been calling to let them know it has not. 
They also told me I could start a process to get my money back in my checking account with Citizens but I would lose the fees I 've paid for the wire transfer to be made. 
I just want to find out what happened to the money. Even if there was something wrong I should have gotten a phone call or something.. This is not the way a Bank should treat a client/customer who trusted the Bank. This is disrespectful! 
Another thing, they should clear state to the customers they are NOT allowed to do International Transactions and that their money is going to be transferred to another Bank for the transaction to be complete. 
I 've got all the dates and time I 've called the Wire Department at XXXX XXXX - XXXX ( XXXX XXXX XXXX XXXX minutes on the phoneXXXX XXXX - XXXX USA - XXXX minutes on the phoneMarch XXXX - Director of Bank - XXXX minutes on the phoneMarch XXXX - XXXX - XXXX minutes on the phoneXXXX XXXX - XXXX ( that day finally the lady told me they 've started a trace and someone would give me a call ) XXXX XXXX - One of their employees finally called ( XXXX XXXX ) but until that day they did n't know what happened to my money. 
I just want Citizens Bank to be responsible for the deal I 've lost in my country - that money was supposed to buy a condo and, of course, I lost the deal! 
I want Citizens Bank to trace all my phone calls ( They 've been recorded ) and try to figure out WHY their employees did n't take an action on XXXX/XXXX/15 when I made the XXXX phone call to complain about a delay ... They should know better. 
I used to work for the XXXX XXXX XXXX XXXX and they call their customers because a {$1.00} coffee. What about Citizens? what do they do for their costumers? 
I would appreciate someone to please investigate this case and force Citizens Bank to improve the way they treat their costumers and solve situation. 

Sincerely, XXXX

Company response to consumer: Closed with explanation