Consumer complaint received 2024-12-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIZENS FINANCIAL GROUP, INC.
State: RI

Complaint narrative:
I am writing to file a formal complaint against Citizens Bank regarding the mishandling of my business checking account, misleading communication, and poor customer service. Below, I have outlined the events that led to this complaint : Timeline of Events : Account Overdraft and Wire Transfer : My Citizens Bank business checking account became overdrawn due to multiple transactions over the last five weeks falling apart. To restore my account and have spending money for the holidays, I requested a funding advance. The wire transfer of {$1500.00} was transfered into my account within 2 hours and as I assumed the balance of $ XXXXwas remaining. The transfer was confirmed by the commission advance company on XX/XX/year>, at XXXXXXXX XXXX CT. I visually confirmed the funds in my account via the mobile banking app at XXXXXXXX XXXX ET the same day. 

Debit Card Freezing : Despite the funds being in my account, my debit card was labeled as " frozen. '' I assumed this was due to the previous overdraft or because I was in XXXX XXXX instead of XXXX XXXX where my business is located. I contacted Citizens Banks customer support on XX/XX/XXXX at XXXX and a representative confirmed the wire was in my account. They unlocked my debit card but informed me that the account itself required further action and advised me to call back the next day. 

Account Access Issues : Shortly after this conversation, I checked my account again to prepare for the morning and my XXXXXXXX XXXX call with Citizens Bank. To my shock, the funds had disappeared, leaving a {$0.00} balance. Attempting to log in a panic- resulted in my account being locked. Despite repeated requests, Citizens Bank has not regranted me access to my account to review notifications, documents or account information. 

XXXX Morning Call : On XX/XX/year>, at XXXXXXXX XXXX, I called Citizens Bank. I was referred to the recovery department, which was closed. I had no prior notification that my account had been charged off, nor was I informed of any actions regarding my funds. 

Repeated Attempts for Resolution : From XX/XX/XXXX onwards, I spoke with multiple customer service representatives and a supervisor. The supervisors dismissive attitude was deeply frustrating. Despite confirming the wire transfer with both Citizens Bank and the commission advance company, the funds were seized to offset the charged-off account, and I was told the remaining balance would be mailed to me within 17-20 days. This delay is unacceptable, especially during the holiday season. 

Overdraft Protection Misrepresentation : Citizens Bank advertises overdraft protection services on its website, but this coverage was not applied in my case, despite my overdraft amount being less than the advertised threshold. Furthermore, the lack of timely notifications regarding the accounts charged-off status is a failure of transparency and communication. 

Impact and Concerns : Severe Inconvenience : The loss of access to my funds during the holidays left me in financial distress and unable to meet personal and professional obligations. 

Negligent Banking Practices : Citizens Bank failed to adequately notify me of the account status or provide an efficient resolution process. 

Poor Customer Service : Repeated calls to resolve this issue were met with dismissive and unhelpful responses. 

Misleading Advertisements : The overdraft protection services advertised by Citizens Bank did not align with the actual handling of my account. 

Request for Resolution : Immediate Return of Funds : Expedite the return of the seized funds to my account. 

Access Restoration : Regrant access to my account for document review and account management. 

Review of Policies : Conduct an internal review of overdraft and charged-off account handling policies to ensure transparency and better communication. 

Compensation : Provide compensation for the financial and emotional distress caused by this incident. 

Conclusion : This experience has undermined my trust in Citizens Banks ability to safeguard my funds and provide reliable customer service. It is imperative that corrective action is taken promptly to address this issue and prevent similar occurrences for other customers. 

Thank you for your attention to this matter. I look forward to your prompt response.

Company response to consumer: Closed with explanation