Consumer complaint received 2025-07-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: CITIZENS FINANCIAL GROUP, INC.
State: MI

Complaint narrative:
Saturday, XX/XX/year> - a XXXX dollar deposit was made at the banks drive up ATM between XXXX XXXX XXXX  and XXXX XXXX XXXX before the bank was open- the money deposited was all XXXX dollar bills- the ATM did not function correctly and did not print a receipt - customer is without cash for the holiday weekend - customer waited until the branch opened to talk to a worker - customer met with a worker named XXXX who was complicit and dismissive - customer described the issue to XXXX XXXX XXXX took a relaxed easy going un-interested approach to locating the missing funds- XXXX gave tens of reasons of what is not in his job description relating to this matter - XXXX opened an claim with the bank - XXXX at XXXX XXXX - XXXX repeatedly said XXXX can't do anything and offered no additional resources- customer continued asking about next steps, wait times, advocacy for customer - XXXX behaved unprofessionally and gave vague made up responses - customer expressed serious concern over missing money and lack of bank XXXX - XXXX continued to XXXX the customer and absolving himself repeatedly - XXXX did not XXXX on how long it takes to balance the ATM - XXXX gave false answers when he was asked for his supervisor- XXXX gave " I don't know '' and " I'm not able to do that '' responses - customer is at the mercy of the bank and leaves - customer checks on their claim by calling the bank 's XXXX number - worker says matter will be investigated within XXXX business days - customer called the bank location once for an update - Worked answered the phone and said they have no information - customer continued called the XXXX number for updates - Bank XXXX line offered no updates or next steps - customer is still without XXXX dollars On or around, Friday XX/XX/year> - Customer receives an account credit for {$700.00} in their account - there was no communication from anyone about the results of the claim we opened On XX/XX/year> - Citizens bank charged customer 's account {$700.00} - the charge was called " miscellaneous fee '' - customer 's account was overdrawn by about {$700.00} as a result of this fee - customer called XXXX number because the branch has been incompetent - worker informs customer the fee is a reversal of the atm stolen money claim - worker informs customer nothing can be done - customer asks the atm deposit claim be reopened - customer asks for video footage of the drive up atm to prove their deposit happened - customer calls the local branch- XXXX picks up XXXX customer asks XXXX for video recording of the ATM for the date of the deposit - customer asks XXXX for ATM balance ledger sheets- XXXX denies any assistance in those matters to locate customer 's cash - customer asks XXXX when they XXXX retrieve the rest of their cash- XXXX makes up XXXX date when large cash might be available to withdraw but can't confirm - XXXX accuses customer XXXX not calling him often for an update - XXXX deflects all misbehavior conducted by the bank - XXXX makes excuses for why the bank stole {$700.00} dollars from customer - XXXX offers a care phone number for the first time - customer asks where was this when the issue was first reported in XXXX - XXXX responds that XXXX 's complaint wasn't taken serious when it was made - XXXX responds branch doesn't get alerts when customer 's accounts have issues - XXXX responds the bank does not check the ledger for over or under amounts - XXXX responds the bank doesn't reconcile accounts unless a customer complains - XXXX admits issues XXXX by Citizens bank ATM don't get reviewed or prioritized - XXXX resumes his complacent attitude and gets defensive - customer asks the name of the company that balances the ATM - XXXX responds the branch manager counts the ATM each week - XXXX asks to XXXX the customer back within XXXX minutes after talking to his colleague - Over an hour passes and XXXX did not XXXX - customer proceeds to file a police report for theft and misconduct at the local police department - customer proceeds to contact an attorney for advocacy - bank has not provided any letters or proof of communication about this incident

Company response to consumer: Closed with monetary relief