Consumer complaint received 2023-03-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Overdrafts and overdraft fees
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY

Complaint narrative:
I had constant and numerous communication with the reps and the bank associates I explained somone at the us Govt social security messed up our case and they were late by two months paying my daughters ssi because of this we had over drafts to pay bills we expected them to get paid as soon as the ssi came in we were constantly told and lied to by ssi reps that it would be there on this day then that day. I contacted the XXXX XXXX XXXX co tacked ssi many times somone finally said this should have been done 4 months ago I told them in the meantime time I am overdrawn because we had bills and needed food! I did not get any papers in from the bank and despite the fact I updated my address and have shown my id at the bank they had an address from 17 years ago when we opened the account. When I called a day before XXXX first it was XX/XX/XXXX I was told if I did not get {$810.00} in the bank in literally five minutes the account would charge off I told them if they extend it one day I can pay it the next day they told me sorry. I contacted their rep on XXXX XXXX who told me if the account was not charged off the next day I can still go make the payment and the bank manager would have to call have it unlocked and tell them to stop the charge off. She told me she would check in the XXXX and get back to me which she did and told me it was ok to go out the money in it had not charged off yet! I look in the bank and social security had already sent the money days ago and it had posted on the XXXX the money was in there the bank was paid back and there was {$1000.00} left in there after the bank was paid. The branch manager XXXX sat me down called the XXXX number after I explained what had happened she assured me they would not be closing the account she also told me they had the wrong address and that in the course of 17 years somone at the bank changed it from a payee account to just my name which has caused me financial hardship in the past with ssi and I never knew why until now. So now the branch manager gets on the phone with the XXXX number unlocks the account so I have access to my funds that were left because I was behind on bills from ssi waiting so long to give us our money. The manager told me the account would not close and everything was ok now she spoke to the XXXX number. I took thr {$1000.00} out that was left and I left {$17.00} in there and I also deposited a {$10.00} check which I have the receipt for total balance {$27.00} in positive because the bank got paid back. Before I left the bank manager kept saying how I can get in trouble for taking care of my XXXX daughters finances since it was not a payee account anymore this was not my fault this was the banks when it was opened 17 years ago it said payee right on it somone obviously changed it I told her my daughter gives her money away so I only give her so much at a time and the rest I pay bills with and buy her clothes I told her I was going to get her a green light card so she could not overdraft it and I can send money right from a credit card the bank manager insisted I open a XXXX XXXX for my daughter I told her I wanted to wait and talk to my daughter she kept pushing she did not even have the proper paperwork in or non driver Id she gave me the papers to have XXXX sign at home I was then given a card with marinas name and told numerous times by this woman it is impossible to overdraw she handed me a receipt because I put my daughters ssi {$40.00} in the XXXX XXXX and the bank woman handed me a card right then and there with a folder. 

The next day I go online to see if the {$10.00} check had cleared and my account said zero balance it said dda credit charged off it showed a positive balance of the {$810.00} the ssi deposit of {$1800.00} was missing from the transactions the {$10.00} deposit was missing from the transactions and my {$27.00} was missing completely I was locked out of my account and the account was closed. 

Furthermore the student account I was told over and over could not be overdrawn was overdrawn and my daughters ssi money of {$40.00} was gone and it said minus {$460.00} when I called I was transferred to five people two supervisors who didnt know what they were doing no one could tel me a thing except that somone over drew my daughters account and they said sorry your gon na have to pay that back I freaked out no one touched that card it came right from the bank to my kids desk who had not moved from her bed she had XXXX. I was later told it was a bank error and no one over drew her account and the {$40.00} was back in there no apology no explanation and I had to call back and spend more time on phone to unlock her account because she now wants her money out of there and to close it after seeing what happened with her other account! I have tried to get in touch with the bank no one can give me answers one person said this should never have happened the other one said the bank manager was wrong for giving me my daughters money at all, the account was. It charged off and the money was sent days before it charged off but posted on the first before it charged off the manager was supposed to take it outnof charge off status since it was paid but didnt. Then they tried taking {$500.00} from my child and saying her account was over drafted and all of a sudden its a bank error and now they cant even see the transaction Im talking about it has been completely erased. Something is going on at this bank and it stinks! Also this is how they treat a customer of 17 years! I understand I was over drafted but there was extended circumstances and considering they are the ones who refused to change the correct address they could have given one more day or told me it would be charged off I would not have deposited more money into the account or opened a XXXX XXXX very deceptive practices especially against people that have XXXX!!

Company response to consumer: Closed with monetary relief