Consumer complaint received 2023-05-30
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: CITIZENS FINANCIAL GROUP, INC. (NY)

I am writing to file a complaint against Citizens Bank regarding the mishandling of a payment made to XXXX. I am seeking your assistance in resolving this matter thoroughly and ensuring that Citizens Bank takes appropriate action to rectify the situation. A payment of {$1500.00} was sent to XXXX on Friday, XX/XX/XXXX, which coincided with the transition of my account from Investors Bank to Citizens Bank. Although my account balance carried over to Citizens Bank and my account and routing numbers remained the same, XXXX claimed that they did not receive the payment. To address this issue, I reached out to a bank manager at Citizens Bank on XX/XX/XXXX, who assisted in opening a second investigation on my behalf. During this process, it was discovered that the first investigation had been opened incorrectly. The agent responsible for the investigation erroneously indicated that the payment was made via check, and they also recorded the payment amount as {$1500.00} instead of {$1500.00}. Consequently, this misinformation led to the inability to locate the payment. Citizens Bank acknowledged that this error may have occurred because the agent reviewed the overall negative account balance in XXXX rather than focusing on the payment due to XXXX. They further admitted that the transition from Investors Bank has caused difficulties for several customers. I was informed that the second investigation would take approximately 10 business days to conclude, and they are working to ensure that another department within the bank is not holding the funds. Additionally, I was advised to check my mail for any possible checks since my account had been closed, as any payment owed to me would have been sent by mail. Unfortunately, I did not receive any such check, except for a letter dated XX/XX/XXXX, stating that the payment investigation had been completed and no error had occurred. Immediately upon receiving the letter, I contacted Citizens Bank to express my concerns. I inquired whether they thoroughly reviewed my account, considering that I had previously been an Investors Bank customer and had encountered issues in the past due to bankers having difficulty accessing my account or identifying the payment in question during the transition. The agent put me on hold, consulted with a supervisor, and returned to inform me that the investigation was still ongoing. I raised the issue of receiving the closure letter and expressed my confusion regarding the contradictory information. The agent explained that the letter had been sent in error and assured me that a new letter, dated XX/XX/XXXX, should have been dispatched, indicating that the investigation was still pending. However, despite diligently checking my mailbox, I have not received any such correspondence. 
Following the agent 's advice, I promptly contacted Citizens Bank the next business day, only to be informed that they were in communication with Investors Bank, the debiting bank, in an attempt to recover the funds. They mentioned conducting follow-ups every 10 business days and indicated that after the third follow-up, a violation report would be filed, typically prompting a response. Given that my negative balance was carried over to Citizens Bank and I have since arranged direct deposits to Citizens Bank to cover this discrepancy, I strongly believe that Citizens Bank should assume responsibility for resolving this matter. Respectfully, this matter has been ongoing since XXXX and has had severe consequences, including a negative remark on my credit report with XXXX, a loss of trust as a customer, and significant personal distress. I believe that if I had encountered a similar issue with XXXX XXXX, it would have been resolved swiftly through a reversal claim, allowing me to remake the payment promptly. However, Citizens Bank not only mishandled the situation inaccurately but also claims that a reversal would be challenging due to it being an authorized payment. They are refusing to expedite the resolution, even though my vehicle is under threat of repossession, which would hinder my ability to commute to work. I respectfully assert that Citizens Bank should take responsibility for crediting me and handling any further necessary actions independently, without requiring my involvement. The money has been lost, and it appears as if it has been mishandled or possibly even misappropriated, with Citizens Bank and XXXX continually pointing fingers at each other without reaching a resolution. Despite my efforts to rectify the situation, it remains unresolved, leaving me in a precarious position. 
Thank you for your attention to this matter. I look forward to a swift resolution and your assistance in holding Citizens Bank accountable for their mishandling of my payment and the subsequent investigation.