Consumer complaint received 2024-01-23
Product: Checking or savings account — CD (Certificate of Deposit)
Issue: Closing an account — Can't close your account
Company: CITIZENS FINANCIAL GROUP, INC. (TN)

XX/XX/XXXX Called and requested both 5 year CD accounts be moved to one year CD at time of closing. Was told to create online account and to transfer money to new account. Then was told there were complications with that option due to computer issues. Bank rep said to open a saving account for the money to be transferred but that also did not work. He said he would put in a request for the money to be moved on XX/XX/XXXX. A This bank rep said to try to do the new savings account on Friday morning XX/XX/XXXX. It did NOT work. I called again and spoke to another rep and asked for bank to close accounts and send money electronically. I was given confirmation numbers XXXX and XXXX for both CDs that this would happen from bank employee during conversation on XX/XX/XXXX. This was supposed to happen XX/XX/XXXX. On Saturday afternoon, XX/XX/XXXX, I received a call from a Supervisor from Citizens Bank wanting to know what was happening with our account. I explained issues again to her. She said only one account had action pending on it, the other CD was not included in the request. She said that she would fix this and also put an expedited order for both accounts. On XX/XX/XXXX, We received the money in our checking account for only one of the CDs. I contacted the bank again and was told that there were computer issues and to call back later. On Tuesday XX/XX/XXXX, I pulled up our CD account from bank and it showed one CD closed and the other one still in their bank. I checked our account and the money still had not transferred to our checking account even though we had been assured that this would happen by four different bank representatives. They said they still had computer issues on their end, and would check into the problem, I received a new confirmation number XXXX on this matter and was told again that the request would be expedited. On Thursday XX/XX/XXXX, I called bank to get update and was told by employee that they had no new info, that some accounts could be transferred, and some could not be. ( However, they had transferred {$.00} to our bank account. ) Received a call from bank that afternoon XX/XX/XXXX from Supervisor and discussed issues AGAIN and was told this would be handled AGAIN! and expedited AGAIN. Called bank on Friday XX/XX/XXXX and employee said their entire computer system was down and that she could not help me with anything. I went online to bank account and CD was still listed with them, so I started a " chat '' with employee to get banks address so I could send them written request about issues and noncompliance. Chat lasted about 31 minutes and found out new info from her that they had received the information and complaints but had not sent out a " response '' yet. She said it would take 2 to 3 business days before bank would inform me regarding my difficulties in transferring our money or in receiving a check, etc. In writing the person on the site for chats said bank had received my complaint information but that they had not responded to it yet. This has lasted for 12 days, and my issue has not been addressed correctly or resolved as of XX/XX/XXXX. All we want is our account closed and to place our funds in a higher interest rate CD. This should not be difficult. Where are my funds!?