Consumer complaint received 2023-12-11
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA
Product: Money transfer, virtual currency, or money service
Sub-product: Check cashing service
Issue: Problem with customer service

Complaint:
Citizens bank has been ignoring my calls, emails and they even created an internal case # XXXX XXXX and have been ignoring my request to solve my situation and return my money. 

I need your help! 

XXXX ) In XX/XX/XXXX I received a check from Citizens Bank for {$880.00} XXXX ) I deposited this check to my personal a/c at XXXX XXXX XXXXXXXX XXXX XX/XX/XXXX XXXX ) 1 year later, in XX/XX/XXXX I received another check from Citizens Bank 4 ) It happed to be a copy issued by the bank and sent to me for some reason ( maybe by mistake, maybe it was a sick joke, maybe it was malfunction of the bank ) XXXX ) I deposited this " new check '' to my a/c at XXXX XXXX XXXX because , that I thought that it was another refund from Citizens bank for overcharging XXXX for mortgage etc. I had Home Equity Loan with Citizens Bank in XXXX XXXX ) In XX/XX/XXXX, I recived a call from XXXX XXXX XXXXXXXX XXXX department, saying that the same check was deposited twice. 

XXXX ) Below is the record from XXXX XXXX  XXXX : Posting date XX/XX/XXXX Description DEBIT ADJUSTMENT DUPLICATE ITEM Reversing deposit made on XX/XX/XXXX as duplicate it em. XXXX StatusCleared Amount- {$880.00} DescriptionDEBIT ADJUSTMENT DUPLICATE ITEM Reversing deposit made on XX/XX/XXXX as duplicate it em. Merchant name DEBIT ADJUSTMENT DUPLICATE ITEM Reversing deposit made on XX/XX/XXXX as duplicate it em. 

XXXX ) To confirm that it was not a fraud from my side and to avoid overdraft on my a/c at BofA I have send additional funds to XXXX right XXXX. 

XXXX ) I did not realize that it was a copy and sent it for deposit to XXXX XXXX XXXX. 

XXXX ) I contacted XXXX XXXX XXXX, but they told me that they never recived the funds/ processed this check for {$880.00} XXXX ) I called Citizens bank XXXX XXXX XXXX department ( they issued initially the check ) they told me that it was a mistake and they sent me simply a copy of this check for {$880.00} that was originally sent to me a year ago ... i.e. for my records. Not sure why they do that... 

XXXX ) A customer service rep at Citizens Bank at that time created a case number # XXXX XXXX Now the fun part : I contacted Citizens bank today XX/XX/XXXX and they told me that they see that the check was deposited by me at Bank XXXX XXXX and they don't see the reverse at all. I asked to speak to the senior XXXX, but the representative was reluctant to do so, and heard him laughing in the background, then he put me twice on hold for more than XXXX minutes... 

Therefore, I am standing right now in the middle : Bank XXXX XXXX got my money back for the check they reversed Citizens Bank claims that the initial check was cashed by me at Bank XXXX XXXX in XXXX. 

But Bank XXXX XXXX reversed the check deposit as soon as the copy of the check was submitted for processing at XXXX XXXX XXXX. 

Also, XXXX XXXX XXXX confirmed that they never received and deposited this check. 

See attached copy of this check number xxxxxx issued on XX/XX/XXXX issued by Citizens Bank , N.A. MEMO : xxxxxxx Please help me to solve this problem with Citizens bank. 

As the issuer of the check, they should see if it has been cleared at all. 

Thank you! 
XXXX

Company response to consumer: Closed with explanation