Consumer complaint received 2016-08-16
Company: CITIZENS FINANCIAL GROUP, INC.
State: MI
Product: Bank account or service
Sub-product: Checking account
Issue: Problems caused by my funds being low

Complaint:
I had overdrawn my bank account with XXXX Bank. Once I realized this, I made a deposit to my account then I contacted the bank, spoke with a representative and he assisted me with reversing the NSF fee that had been accessed to my account. At the end of our conversation I asked him was my account now current? He said XXXX you still owe {$1.00}. I thanked him for his assistance and I immediately drove to the ATM to make another deposit. I deposited {$20.00} at XXXX. And the ATM generated me a receipt stating that my balance was now a positive {$18.00}. Two days later I made a purchase at XXXX for {$17.00} because I was under the impression I had funds available in my account based on the receipt I had received from XXXX Bank 2 days prior. The next day after I made my purchase I go on the Citizens app I have downloaded on my phone to check my balance, and now my account is showing XXXX! I was so upset, did n't understand how my account could still be overdrawn when I had did everything I knew to do to bring it current. So on XXXX XXXX, 2016, I went into the XXXX XXXX, MI branch where I opened my account up to get some answers. XXXX of the employees tried to assist me, but I was informed that their branch Manager was on vacation and she was the only one that could assist me with my issue. She was suppose to return from Vacation on XXXX XXXX, and no one else could help me in her absence. Which in my opinion is TOTALLY UNACCEPTABLE! After I still had not heard from the branch Manager I decided to return to the branch for some answers on XXXX XXXX, 2016. She was out of the branch again on that day and the employees tried to contact her by phone and she said she would be available the next day if I wanted to come in to discuss my problem. Meanwhile based upon XXXX Bank policies and procedures my account was accessed an NSF of {$30.00} every 3 days my account stayed in Negative. So when I went into the branch on XXXX XXXX, 2016, XXXX was finally there. I explained to her my issue and she told me that any deposits made after XXXX do not post to your account until the next business day. Therefore, when I made my deposit since it was after XXXX. My account was accessed an extended over draft fee of {$30.00}. So when I made the {$20.00} deposit technically my account was still overdrawn because the deposit I made was not enough to cover it. So I asked her since I made the deposit after XXXX. Why does n't your system update after the XXXX if that 's your banks policy? She told me their banking system updates daily at XXXX XXXX. I then told her as a customer that 's contradictory to what the sign posted on the ATM, as well as what my receipt displayed. And to me that 's unacceptable! I 'm a customer and as a customer I can only go by their signs that they have as well as my XXXX Bank ATM receipt. If their signs that 's posted says their systems update at XXXX. Then that 's what their systems should be programmed to do. Not say XXXX, but technically they update XXXX. That 's totally misleading and unacceptable for a bank to have legal practices like this. And as a customer, I suffer as a result of this now my account is overdrawn XXXX which is TOTALLY UNFAIR! All of this could have been avoided if my original receipt would have reflected a negative balance. I could have made an additional deposit to bring my account current. So I could have avoided additional, non regulated banking fees.

Company response to consumer: Closed with monetary relief