Consumer complaint received 2022-09-19
Company: CITIZENS FINANCIAL GROUP, INC.
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
In XXXX I opened a joint account with my mother at Citizens Bank in XXXX XXXX XXXX At the time she was concerned about her diminishing cognitive abilities and had previously assigned me as her power of attorney. Since this account was opened we have had problems with the bank. On three occasions I was notified of possible fraud by Citizens and responded immediately. To date there is {$2000.00} missing from this account that is not accounted for which will impact my mothers abilities to get Medicaid once her resources are gone for nursing home care. 

In XXXX of XXXX my older brother presented the bank with an alternate POA document which was not valid because my prior POA was a durable power of attorney which made it very clear mother 's cognitive abilities were already in decline. The second POA is not valid as it never revoked the first POA and was printed off the internet. Furthermore my mother signed a revocation of the second POA in XXXX of XXXX. She claims that she was coerced into signing the second POA. 

The bank did not notify me as joint owner of the account when this POA was presented and I only found out when my brother attempted to hijack their account by adding their profile information to it. ( one of the fraud reports from the bank ) When I called the branch manager I told them the POA was not valid and my brother should not have access to this account. I explained I had been the POA since XXXX of XXXX. At the time checks were being presented against my moms account with my brothers address on them. I had no knowledge of this until I saw it later. 

Subsequently in XXXX of XXXX my brother withdrew {$2000.00} from my mothers account which has been verified by video footage from Citizens own security department. This occurred without my mom 's knowledge. I have asked the bank to send me the {$2000.00} in question, and to close the account immediately. I sent this letter in XXXX of XXXX and have not received a final response to date. I have called many times, sent emails and with no results. In fact Citizens bank sent a response to my letter to my brothers address rather than my address. My letter clearly stated my current address and my request to close the account. My brothers address has never been attached to this account profile. My proof of the bank sending this response to my brother is by way of a USPS informed delivery account I had created for my mother at my brothers home address. To date I have received nothing from the bank in writing. The last time I spoke to the chairman 's office about it they said they had their attorneys reviewing it. I reported this case to the bank as elder abuse which they said they took very seriously. 
Since this occured my mother has been XXXX in her retirement by my brother, for four months after relocating to a nursing home near my brother my mothered was prevented from contacting other family members and i have retained legal counsel regarding this and many other matters. 

I want the funds returned and the account closed. 

Thank you. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX WA XXXX XXXX

Company response to consumer: Closed with explanation