Consumer complaint received 2024-11-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA

Complaint narrative:
Claim # XXXX Letter After the death of my brother and I discovered he had a Savings and Checking account at Citizens Bank XXXX I found bank statements from the bank and notified bank of his passing. 
I sought out information because I was named in my brothers will as the XXXX of his estate. I received little to no information of his banking even after bringing a certified XXXX XXXX and XXXX. I was told I would have to bring a Certified Executor document from XXXX XXXX they ( XXXX XXXX ) would then communicate with me. 
After considerably expense out of my own pocket. Burial, bill paying, keeping up with property he had by paying incoming bills, etc. I learn from others that the Bank should have allowed access to funds for burial which was never mentioned. 
After months of waiting to go to probate I finally had the paper work required for Citizen Bank employee XXXX XXXX who was the first and only person I dealt with concerning my brothers Citizens Bank account. It was with her the XXXX XXXX XXXX XXXX account was established. Originally started with {$25000.00}. Immediately I had to give back {$4000.00} for an over payment from my brothers pension fund. Which lowered the balance to less than what I paid out of my personal funds. And to pay off a long overdue car loan, I loan the XXXX Account {$15000.00} to have enough to do so. Bringing the XXXX Account to a {$0.00} balance until I sold his Condo and retrieved a {$14000.00} saving from XXXX XXXX XXXX which raised the Estate account to {$110000.00}. 
Eventually with all said, It left {$100000.00} ( the XX/XX/year> Citizens Account XXXX ) which was after paying my brothers remaining bills. The forged checks all XXXX of them was an amount of {$220.00}, {$220.00}, {$220.00}, {$220.00}, {$220.00}, {$220.00}, {$220.00} all cashed same day. Now why would it be {$220.00} in the same number of the Account XXXX. My Opinion from my own instinct is the Fraudster ( possibly be an inside Embezzler ) who witnessed the balance which was the same amount on the Estate Account since last XX/XX/year> Statement. ( {$100000.00} ). It was a dormant account because of non-activity by me. The only person that has access to the XXXX Account. 
Now in conclusion this narrative : I rode by a XXXX bank in my travels. I stopped at the Citizens Bank ATM XXXX XXXX XXXX To finally conclude a long awaiting job of doing a closeout of the Estate Account to check the remaining balance on XX/XX/year>. I punched in to get a balance and I was a little concerned about the balance that I seen and maybe not remember if moneys were spent by me. I want to reiterate I do not get statements in the mail. And its not a pleasure of going online to retrieve the monthly statements with the errors sometimes of not having the right password to get online. My moneys are tucked away safely in the bank. ( As I thought ) Its not in my pockets. Believe it or not Its not buried in a tin can in my backyard. And with the assistance of XXXX XXXX XXXX XXXX I had it safely put away in a bank. I called immediately after my finding of the fraudulent checks online same day XX/XX/year>. I talked to a Citizens XXXX on the phone and he question me with a series of question and I answered all in the negative. No I did not know or give anyone permission to my account. The response from XXXX was not the theft of funds by check fraud. There was no a mention in his letter. It was a time period ( 30 days ) which disqualified me from being reimburse for money they negligently gave to a fraudster ( XXXX XXXX XXXX ). My notification was 32 days from the XX/XX/year> bank statement. Some call that splitting hairs. Again I do not get statements in the mail. And never had any idea of a 30 day time period. I was prompt in my reporting not the of the Errors or Discrepancies but the Theft, the same day I found out. Ive since visited not XXXX but XXXX Police Depts. about this. Reason the number three? Didnt happen in this town. Bank has no accounting of where it happens?? As they bank employees told me. 
Im inclosing copies : My checks, XXXX checks, Letters ( XXXX ) from bank XXXX, My XXXX Statements. 
Words from XXXX XXXX XXXX  XXXX : You further agree that we do not fail to exercise ordinary care if we pay a check that was altered or forged in such a manner that a reasonable person would not be able to detect the altercation or forgery. 

CC : Citizens Bank, and Consumer Financial Protection Bureau ( CFPB )

Company response to consumer: Closed with monetary relief