Consumer complaint received 2025-04-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY

Complaint narrative:
On XX/XX/XXXX, I had decided to deposit {$3000.00} ( # XXXX - {$100.00} bills ) at Citizens Bank ( local branch on XXXX XXXX XXXX ) to cover my ongoing rent and bills. I had intended to deposit with the teller but there was a long line with only XXXX or XXXX tellers available so I decided to deposit in the ATM ( as I have done before without issue ). I went to the XXXX ATM to the right and inserted the cash as directed. After XXXX long minutes, I only received a slip that indicated " We encountered a problem returning your cash. Please contact your financial institution '' at XXXX am. I waited an additional XXXX minutes to see if the ATM became out of service or would spit out my cash- this did not occur ( which is all on camera ) and my frustration was apparent. At this point, I decided to notify staff within the bank branch regarding the situation. I first spoke with a teller and then they redirected me a bank customer service representative and then a XXXX. The customer service representative and XXXX indicated to me that this issue had occurred with the same ATM machine recently within the last XXXX weeks and immediately helped me file a claim # XXXX which she helped me write on the slip and told me that credit would be given and that there should be no problems afterwards. 

On XX/XX/XXXX - I received {$3000.00} ATM Credit with the claim # XXXX in my checking account and I thought the situation was remedied. I was wrong. 

On XX/XX/XXXX - XXXX received a letter, dated XX/XX/XXXX from Citizens Bank that based on their investigation, they concluded no error occurred and that the temporary credit totaling {$3000.00} will be reversed XX/XX/XXXX. Upon this receipt of letter, I called the number provided. 

I spoke with Representative XXXX to provided more information regarding this situation. This conversation lead to the reopening of my claim. She had also mentioned that I would get another notice ( either email or letter ) that my claim will be reopened within XXXX business days or so. I had also expanded and described in detail about what had occurred during that day so further details can be added to my claim. She was unable to verify if my temporary credit would be reversed or not since my claim was refiled. 

On XX/XX/XXXX - my temporary credit was reversed. 

By XX/XX/XXXX ( XX/XX/XXXX ) - I have yet to receive any letter or notice regarding my claim being refiled or any updates regarding my claim. I reached out to online chat and spoke with Representative XXXX. They redirected me to contact the XXXX XXXX XXXX and provided their number for contact for further information. On the same day, I spoke with Representative XXXX regarding the same Claim # XXXX to get further information since I have not receive any confirmation about the re-opened claim, additional documents on why it was denied, etc. He indicated that he put in a request for the claim department to send me a letter to update me regarding the progress. Unfortunately, 1 month has passed and no letter, update, or reply was sent. 

On XX/XX/XXXX ( XX/XX/XXXX ), I received a letter, dated XX/XX/XXXX that the additional review of my claim was conducted and that the original decision stands and the claim remains denied. Their records indicated no error occurred at the ATM. 

I can not fathom how no error occurred at the ATM when I have proof that NO cash was returned to me and that I spoke with the representatives at the local branch right when it occurred and that they had confirmed that issues had been ongoing with the same ATM recently. XXXX helped me file the claim because they were there when the issue occurred.

Company response to consumer: Closed with monetary relief