Consumer complaint received 2025-09-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIZENS FINANCIAL GROUP, INC.
State: NJ

Complaint narrative:
On XX/XX/year>, at XXXX I contacted Citizens Bank and notified them I needed to make a stop payment for {$1000.00} for XXXX Companies. I had intended to schedule a rent payment for Thursday XX/XX/year> in the amount of {$1000.00}. I inadvertently ended up making a payment that day. Knowing it would be coming out of my account the following day I wanted to ensure the bank was aware. They did tell me if the money came out of my account as I thought it would to call back on Tuesday XX/XX/year> and file a claim. On XX/XX/year>, I received an email my account was overdrawn. At that point, I knew that payment had come out of my account. At XXXX I made my first call to Citizens Bank . After explaining the situation, I was put on hold and eventually they disconnected the call. I called back again at XXXX and again verified all of my information and explained exactly what happened. The woman I spoke with told me she had put in a claim and expedited it as it was not a case of fraud rather a mistake on my part. She asked me the reason I needed to escalate it as it was required for her documentation. I explained I needed to pay my rent, my car insurance, my electric bill, I needed gas in my car and other expenses in general. She told me the claim had been expedited and I should expect to see the money in my account in XXXX business days. Today, XX/XX/year>, I contacted Citizens Bank at XXXX to check on the claim as it has now been 3 business days since the claim was expedited. It was at this time I was told there were no claims entered. I kept getting passed from agent to agent having to repeat myself over and over again until I finally was able to speak with a supervisor. He again confirmed the claim had never been filed until the first woman I spoke with today. I explained that I needed my money refunded back to me as I followed all procedures I was expected to do and needed to pay my bills. The response I was given was to call back on Sunday to have the claim expedited and again wait for my money. I asked for them to listen to the recorded calls the always emphasize are for quality assurance but I was told they do not do that. I then asked for copies of the calls to ensure I made a balanced complaint, I was told only after their internal investigation was done, wound I be able to ask for them. I explained I did not feel comfortable about how the investigation would be managed as they have already shown incompetence handling my money. Again, I was told they would not be able to provide the recordings to me. As an institution that is trusted to keep the money of their customers safe, I find this to be a gross negligence in that responsibility and there needs to be accountability. As I continue to wait for my money, I accrue interest and late fees on my bills that likely I will not be compensated for. There should be no reason my money was not able to be returned immediately. I never claimed I lost my debit card, someone purchased something online with my information, I never suggested identity fraud, all of which would be reasonable for them to need time to look into. I called and made them aware of the situation as soon as feasibly possible and they were able to see on XX/XX/year> at XXXX I called and explained this was an accident. There are no circumstances I can see in a situation like this as to why or what they are investigating. It is a disgrace as a financial institution to essentially withhold the money of one of their customers like this when there is no suspected fraud and absolutely no reason it should take this long for the money to be returned. On top of it, this institution made an error and it is now causing it to take longer than it would have than if I just filed a case without expedience. At the time they were made aware of this mistake the money should have been deposited immediately back into the account, all they needed to do was listen to the recorded tapes if they did not trust what I was saying. This is a failure at all levels and there needs to be accountability, they should not have this much control over my money.

Company response to consumer: Closed with explanation