Consumer complaint received 2025-02-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA

Complaint narrative:
This is an amendment / addition to complaint # XXXX : On XX/XX/XXXX2025 I walked into the citizens branch in XXXX, PA to deposit 2 ( payroll ) checks. Because they were larger amounts than my account was used to, I made sure to walk into the branch, with all corresponding paperwork on these checks. Initially, I was told that the funds would be available in 3 business days. The following day all of my debit cards were locked, my online banking disabled, and I was not able to see or manage ANY of my accounts as the nearest branch is 40 miles one way from me. 

On XX/XX/XXXX I went into the branch in XXXX, PA and pulled out the {$220.00} that was made available. The branch manager ( along with 2 other managers at over the phone customer service ) explained to me that the funds would be available on XX/XX/XXXX2025 and that I would receive a corresponding letter from the back office on why there was an extended hold placed. They refused to provide a phone number or email address for this back office and said I could write a letter. I received said letter on XX/XX/XXXX/2025. I called customer service again just to confirm that the funds would be available on XX/XX/XXXX and they said the hold does expire then. 

Today, XX/XX/XXXX/2025 I still have no access to my deposited funds, and I have no access to my online banking. I called again today and asked for a supervisor. The supervisor XXXX stated that my checks were placed on another hold that will expire on XX/XX/XXXX2025. I demanded to know proof as to what reason they believed was sufficient to hold my money this long, and he didnt have an answer for me. The only answer he had was well Ive seen checks be held for 45+ days. I let him know per regulation CC, I wanted their proof that they had reason to hold these funds and they refused to provide proof, or even give me a resource I could reach out to for such proof. The only thing they admitted was that the checks didnt return or clear. Which means they didnt bounce, and are taking longer to clear. And apparently citizens thinks that they can pass that wait along to the consumer even though theyre very clearly violating the funds availability regulation. While I understand mitigating risk, I also understand from my own experience working in the finance industry, that these risks are to be assumed by the financial institution, not the consumer ; and should those checks not clear ( which wont be an issue as I stated : theyre verified checks ), it is citizens responsibility to pursue me for those funds ( per the deposit account agreement signed upon account opening ).

With the looming tariffs, costs rising due to inflation, not to mention today being the last day of the month, this has brought a hardship on my household. Im in the middle of closing on a mortgage, I have rent due TODAY, and I have equipment to purchase for my small business that needs to be ordered before a price increase on Tuesday. 

I just want access to my rightfully earned money and to warn others to never bank with citizens.

Company response to consumer: Closed with explanation