Consumer complaint received 2025-11-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA

Complaint narrative:
On Tuesday XX/XX/XXXX, I opened a checking account at a Citizens Bank branch and deposited a check for {$7000.00}. The check was made out to me and drawn on Citizens Bank. While sitting down in the office with the bank agent during the process of her opening my account, I asked her when the funds would be avaiable and she said it should be available the next day, XX/XX/XXXX. I asked her to help me create an online banking account and issue me a debit card. I gave her my driver 's license, social security number and date of birth so I could access my bank account online. When she tried to enroll me in online banking, she turned her keyboard toward me so I could enter my SS # and DOB. I entered my info on the Citizens Bank login screen and it said " Sorry but we couldn't find your account. Please contact customer service ''. We both tried to login to my account 3 times and the same message came up. She said she'd contact the customer support team to fix the problem and she instructed me to go to the teller window to pick up my new debit card and deposit my {$7000.00} check. The teller gave me a receipt for the deposit and I left the bank. 

The next day on XX/XX/XXXX, I tried to login to my Citizens Bank account from home using my SS # and DOB, I got the same message that said they were unable to find my account. I called Ciitizens Bank customer service to check the available balance on the account and report the problem with the online account. I was told my available balance on XX/XX/XXXX was {$240.00}. When I spoke with a customer service rep., I explained that I deposited {$7000.00} and asked when the funds would be available. I was told the funds would be available on XX/XX/XXXX and to try logging into my online account after 24 hours because its a new account and the system needs time to update with my info. On XX/XX/XXXX, I used my new Citizens Bank debit card to do some shopping in the amount of {$200.00}. On XX/XX/XXXX, I tried logging into my account again online, only to get the same message " Sorry, we unable to find your account. Contact customer service ''. I called customer service and was told my balance was negative {$200.00} and the check I deposited would be on hold until XXXX. I asked why my account was negative when I was told I had {$240.00} available and the customers service XXXX said the bank extended available funds to me as a courtesy and that the funds that I spent aren't really available and were be held against the check until it clears. 

I asked why the check was being held for so long if the check is drawn on Citizens Bank and the customer service rep. just said " its because of government regulations ''. The day I opened my account on XX/XX/XXXX, it wasn't explained to me that once I deposited the check, it would be placed on a 10 day hold. If I'd known it would be held for that amount of time, I would've looked into other options. I was given conflicting info from 3 separate people about when the funds would be available. When I opened the account, I was told funds would be available the next day on XX/XX/XXXX, whn I called customer support the next day, I was told funds would be available XX/XX/XXXX, I called again after not being able to access my account online and was told funds would be available XXXX. As it stands, I can't access my account online and I keep getting conflicting info about how long the check is being held for review. This is beyond inconvenient. It's unacceptable. I need access to my money. I will never use Citizens Bank again.

Company response to consumer: Closed with explanation