Consumer complaint received 2024-03-26
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: CITIZENS FINANCIAL GROUP, INC. (PA)

I had an incoming domestic wire transfer from XXXX XXXX Bank to my bank, Citizens Bank. 
The amount was {$25000.00}. 
The fund was sent to me from a XXXX XXXX client for XXXX trip expenses. 
The wire was sent XX/XX/XXXX but never arrived. 
I had visited my branch office to inquire about it on XX/XX/XXXX but was told nothing is showing up on their system. 
I reached out to my client/sender and he sent me the wire transfer confirmation info. 
I called the branch and notified them of the wire confirmation and was given phone number of the wire department at Citizens Bank. 
I called the Citizens Bank Wire Dept. and explained to them the situation and provided the wire transfer confirmation info. 
But after having to hold and wait for XXXX minutes, they told me the information was insufficient and was told to wait for another day and call back if I didnt receive it. 
I did not receive it the next day. 
I called back on the XX/XX/XXXX and was made to wait for another XXXX minutes before they told me the wire was on hold. 
I asked them for the reason why it is on hold and they told me the Compliance & Regulations Department put a hold on it for suspicious activity. 
They now told me to provide statement of use for the funds and provide invoices and proof of use and itinerary of the use of funds. 
They provided me with an email address to send it directly to the Compliance & Regulations Department. 
I called my branch office and they told me they will find out whats going on and get back to me. 
Got a call back from my branch office telling me to do the same thing and provide the information to the Compliance & Regulations Department. 
I stop by a local branch office and they help me out to gather a statement of use and itinerary for the funds. 
We also included statement about the business trip expenses that the funds will be used for. 
It was sent by email on the afternoon of XX/XX/XXXX. 
The wire was still not released on XX/XX/XXXX. 
I called my branch and sent them the copy of the email I sent to the Compliance & Regulations Department. 
Branch office tells me to wait and they will also contact them later in the day. 
I could not wait any longer and called the wire department. 
After XXXX minutes of inquiries, they now claim the email did not go through to Compliance & Regulations Department. 
Now the same wire department that gave me the email address and instructed me on the previous day to provide info to this email address, was now telling me it can not be sent to Compliance & Regulations Department directly. 
They now tell me my branch office has to send it to them and that they will not take direct emails from me I call my branch again, and now the branch office tells me that they will have to email and provide the information to the Compliance & Regulations Department on my behalf. 
I asked why they didnt tell me this yesterday, and was told simply that they didnt know. 
At this point, I send them the information again and email it to the branch again. 
I also email the info to the wire department to be sent to the Compliance & Regulations Department, because they told me they will forward it to them. 
I wait for status updates and nothing happens for the entire day. 
I asked the branch office and the wire department for updates and was told to wait. 
I asked them to give me the contact info of the Compliance & Regulations Department and was told they are not allowed to provide that information. 
Now the weekend starts and I have no updates or responses through the weekend. 
I call the branch and the wire department on XX/XX/XXXX and now they say the information provided was insufficient. 
I asked what do they need and was told they want invoices for the XXXX  trip expenses. 
I asked them how am I going to provide invoices for a XXXX trip that has not occurred yet. 
I told them the wired fund on hold was to be used to buy XXXX XXXX pay XXXX XXXX and all expenses for the upcoming XXXX trip. 
Since they are holding the funds, I couldnt use the funds to receive invoices or receipts that come with the usage. 
The branch office say they concur with me. 
But that they couldnt do anything about it. 
I called the wire department and they tell me the same thing. 
I am completely disgusted and disappointed with the bank at this point. 
I asked them to cancel the wire and send it back to the original sender. 
I asked them for a statement or acknowledgment of the cancellation. 
They tell me no. 
They cant provide it. 
I asked for a timeline for the return of the funds to the sender. 
They tell me they dont know. 
I am completely devastated by these people at this point. 
I call my client, the original sender of the wire transfer, and explain to him whats been going on. 
He doesnt believe me that a major bank would behave in this way or that I couldnt receive anything in writing to confirm the return of the wire transfer. 
I will probably lose this client. 
I had to cancel all my business trips. 
I have now contacted an attorney to seek legal remedies to resolve this disaster. 
I am also making this formal complaint to the CFPB. 
Citizens Bank and their behavior is completely unacceptable. 
I am utterly disgusted with Citizens Bank. 
But they should be made to take responsibility for their actions and their behaviors. 
There must be proper accountability and repercussions for this bank. 
I ask CFPB to investigate and make Citizens take accountability for their actions.