Consumer complaint received 2025-10-17 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: NJ

Complaint narrative:
On XX/XX/XXXX I visited a citizen Banks location, I drove through the drive-through and utilize my Debit master card ( XXXX ) provided by citizen bank, the location of the bank that I visited is XXXX XXXX XXXX XXXX XXXX NJ XXXX United States After I attempted to make my deposit which took longer than usual I got an error message on the ATM screen at the drive-through that stated error. Your deposit can not be completed. The ATM took my cash in the amount of {$4000.00} & never gave me a receipt and gave me back my card. this is a citizens Bank location, not a third-party location. I also observed that the location has cameras. 
After the experience at the ATM, I signed onto citizen Mobile banking to check to see if the funds in the amount of {$4000.00} that I just deposited into my account was there, but that wasnt the case so I immediately called citizens Bank customer service. I was connected to the fraud department. I explained to the representative that I had just went to the bank not too long ago. I made a deposit into the ATM in the amount of {$4000.00}. The ATM took my cash spit my car back out never gave me a receipt and I signed onto my online banking and I do not see that a deposit was made into my account. The representative went through the script of asking me a bunch of questions in order to verify who I am such as my ATM debit card whether or not I had my debit card in my possession, whether or not I receive the fraud alert from citizen Bank. I was also asked to provide my debit card number, last XXXX of my social and a secure cXX/XX/XXXXe was sent to my phone via text message from phone number XXXX. 
XXXX of the questions that I was asked from the representative was this a citizen bank ATM location where your deposit was made I answered yes and also provided the address of the location Just as I did when I originally started to explain the situation. after the representative finish asking all the necessary questions I was given Claim # XXXX I was told that I could sign onto my online banking and I could check the status of the claim from there or I can call back into the fraud department to get any necessary updates. 
I called back in on XX/XX/XXXX sometime after XX/XX/XXXX to the fraud department, once again I was verified I was asked for my debit card number The last XXXX of my social and once again I was sent a verification code to my phone number via text message, I explained to a representative that I was calling in to check the status of the claim that I submitted on XX/XX/XXXX. The representative told me that at the time no additional information was available and that the claim was still in process nothing needed to be done on my part. I also want to point out that every time Im on the phone with citizens Bank theres a recording that says all phone calls are monitored and recorded. 
I received a letter dated XX/XX/XXXX from citizens Bank in the mail, the letter stated additional information is required. The information that the bank was requesting was the ATM ID or the ATM location. The letter continued to further state that if the information requested was not received by XX/XX/XXXX, that my claim may be denied or not considered I felt offended when I received this letter because I had provided this information to the representative who processed my claim on XX/XX/XXXX over the phone, I reached out to the bank on XX/XX/XXXX to respond to the letter and provide the address of the ATM like I had already done so I also went a step further and sent that same information to citizens Bank dispute department via their email address XX/XX/XXXX XXXX I also have a copy of the letter that I sent to them on XX/XX/XXXX I then called in again on XX/XX/XXXX to check the status of my claim and I was told that my claim was denied because no error occurred at the ATM, I asked the bank to do another investigation because I felt that the investigation was not done properly because I had provided the ATM location on XX/XX/XXXX, and somehow that information was not submitted in my claim. I also stated that the bank has camera cameras in the ATM and in the drive-through because I have went back to the location and verified disinformation and from speaking to other people or other friends or family members that I know I work in financial institutions and that are familiar with ATMs there should be a record in the banking system of me inputting my ATM debit card into the citizen bank ATM location at the citizens Bank and there should be a record in the system of that transaction and if there isnt a record, that means there was an error with the ATM, the bank should also verify that I was at the bank because of the cameras that are at the bank location, and I also explained to the bank that I can also provide my cell phone records that show that I was at the bank location on XX/XX/XXXX, I also said to the bank that if no error occurred where are my funds I deposited into my account on XX/XX/XXXX because Im 100,000 % sure that I went to the bank and made a deposit in the amount of {$4000.00} and the bank is trying to get over on me I called back in several times since XX/XX/XXXX trying to get this issue resolved and still no information on whats going on, on XX/XX/XXXX I realize that the bank close my account without no letter email or notification when I tried to sign in, I called the bank to get information on the situation and on my claim, but once again they had no information to provide for me besides, they are still looking into the situation, I am very disgusted with the way citizen bank has handled my claim, and I have done my own investigation, and I have come to my own resolution at the bank has not conducted a thorough and proper claim and that they are being biased and not willing to order the fact that their system made an error and every deposited is covered by FDIC and I need citizens bank to honor the banking agreement that they agreed to with the federal government, is a violation of the law and a violation of consumer trust in a company like this.

Company response to consumer: Closed with monetary relief