Consumer complaint received 2024-06-04
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: CITIZENS FINANCIAL GROUP, INC. (PA)

I am writing in concern of my money being withheld from Citizens Access. I have been informed that my account would be cleared on three different occasions all to no avail. I have attempted to call their customer service department and they have been unable to provide any information other than, Your account is under investigation. 

This all started on XX/XX/XXXX My account with Citizens Access online banking has been building since I opened the account due to the enticing interest rates. Here is an overview of what has happened : On XX/XX/XXXX a balance of {$250000.00} was in my account XX/XX/XXXX a remote deposit = {>= $1,000,000} was made I received notification of my deposit and the regulations assigned with deposits ( correspondence attached ) XX/XX/XXXX At approximately XXXX pm, I receive a telephone call from a representative from the fraud department of Citizens Access online banking. 
I am asked, why I tried to transfer the {$31000.00} that I just deposited. 
I asked for the gentlemans name, and he would not provide it but associated himself with the fraud department- ONLY I explain that I keep this account at the $ XXXX due to the FDIC maximum insured amount. 
He ( as he would not provide his name ) then proceeded to state that, this deposit looked fraudulent which is what prompted his call. 
I responded and said, well, its interesting that you call me at these times as the person who gave me the check and whose name is on the check is sitting right next to me. Immediately upon my saying this, XXXX XXXX who is on the check responded with, Yes, I provided the check, and it is not fraudulent ; yet it is a gift. 
He ( the caller ) proceeds to speak to me as if I am suspicious and in question of fraudulent activity. 
XXXX XXXX was offended by the caller 's snarky response and began to use expletives. 
I then said, please look at my account, I deposit large amounts of money regularly. I have several accounts attached to Citizens Access that I can regularly deposit money into. 
He ( the caller ) then says, well you dont have any other checks of deposit on this account, so we are going to investigate and place a hold on the money. 
I then said, I had deposited the check in my local bank without my signature and didnt think this would be an issue. Can we pull the check, and I will deposit it into my local account? 
He ( the caller ) said. well, you can do that, but we already show it as a deposit in this account. Then continued to speak with legal language I didnt understand, so I asked to speak with his supervisor, and he refused that and said he was the only one in this department. 
I shared with the caller that this is all my money that I will be using to purchase a home in XXXX and need it available. How long will this hold take? Again, I received no clear answer. 
I then offered to have him investigate the {$31000.00}. Check and release the remaining of my funds. Again, I received no clear answer. 
Out of frustration, I said, OK and hung up. 
Immediately after hanging up, I received the correspondence attached on XX/XX/XXXX referencing an Important Notice about my Account Later in the day, I received another correspondence stating that as of XX/XX/XXXX, that my account is under review and may be available XX/XX/XXXX. Correspondence attached So, I thought, OK, let them do their research as fraud is a real thing. They arent going to find anything, and I have time until I settle on my house. XXXX correspondence comes in on XX/XX/XXXX. 

XX/XX/XXXX Now I am unable to withdraw any of my funds until the hold is removed, and that removal will last through XX/XX/XXXX. Correspondence attached I call the customer service number trying to get information. However, I am met with, I have no information to give and am sorry, XXXX XXXX. 

XX/XX/XXXX I received another correspondence stating that my hold is now on hold until XX/XX/XXXX. Correspondence attached XX/XX/XXXX I received another correspondence that restricts me from any activity in my account. Correspondence attached and then later another correspondence referencing a XXXX XXXX. 

As a result of getting no responses from customer service, I attempted to seek help from my local Citizens Bank branch and ask about this situation. The bank staff are perplexed and cant help me as they do not have access to my account. So, XXXX XXXX, who helped me offered to keep my correspondence through Monday, XX/XX/XXXX, and see what she can find out. 

On XX/XX/XXXX I received another correspondence that now places a debit block on my account. 
Correspondence attached XX/XX/XXXX I received another correspondence that now places a credit block on my account. 
Correspondence attached On Tuesday, XX/XX/XXXX, I called to touch base with XXXX to learn that she couldnt find anything and shared that Citizens Bank has no affiliation with Citizens Access. 

XX/XX/XXXX I received this correspondence below that denies me complete access to my account. So, I called the customer service line again on XX/XX/XXXX and started off with XXXX who could not answer any questions, so I asked for a supervisor. I was passed on to XXXX who again, apologized but couldnt answer any questions. 


My last resort was to call the Federal Reserve Bank to seek help in how to get my situation resurrected as I settled on my new home on XX/XX/XXXX, and all my money is now locked in this Citizens Access account. I spoke with XXXX at the Federal Reserve Bank, and she connected me to the Consumer Financial Protection Bureau. I am now desperate for some help and answers. 

If the bank needs to investigate the {$31000.00} from XXXX XXXX, that is fine ; however, I need my prior balance of {$250000.00} to be released so I can close on my house on XX/XX/XXXX. 

I am in urgent need of assistance. I am settling on my house in less than three weeks and have been battling this issue for approximately 3-months to no avail. 

Please advise as to what I am to do next.