Consumer complaint received 2025-09-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: CITIZENS FINANCIAL GROUP, INC.
State: OH

Complaint narrative:
When I opened a business account on XX/XX/XXXX at Citizens Bank at XXXX XXXX XXXX XXXX XXXX, Ohio XXXX with a phone number of XXXX I provided the Business Relationship Manager, XXXX XXXX , with copies of all contracts and documents related to the construction business I am doing in XXXX, XXXX so that there would not be any questions about the business transactions of wire transfers coming from thXXXX XXXX XXXX XXXX XXXXXXXX for the completed jobs and the wires going out to my business partner in XXXX, XXXX. I supplied names and bank account numbers for outgoing wires also. 
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On XX/XX/XXXX I went to Citizens Bank to notify them that I am going to receive an incoming domestic wire of {$12000.00} from my business partner in XXXX  that I need to wire on to my XXXX partner to pay the current employee payroll. The banker, by the name of XXXX, said that to speed things up, he would go ahead and fill out all the bank coordinates on a form so we can immediately send out the wire when it arrived the next day. 
I called him at XXXX on the XXXX to see if the wire had arrived and he told me my account has been restricted and that it was also closed as of XX/XX/XXXX and I would be receiving a letter. I asked why and he said because of what looks like Fraud and Money Laundering. I asked if he was kidding and he said no. I told him that I provided all the relevant information to XXXX XXXX and asked him if he checked with her or checked my file to verify the legitimacy of this wire and he said NO. He then cut me off and said there is nothing he can do for me. I drove to the bank to speak to the branch manager, XXXX XXXX, and he wouldnt give me any information or reason as to why my account was closed. Even though they knew I planned on sending a wire and XXXX filled out the outgoing wire sheet the day before but then closed my account. If they would have told me that they would not send out the wire, I could have closed my account and withdrawn the funds and gone to XXXX XXXX XXXX where I have my personal accounts, instead they froze my account. 

XXXX days later on XX/XX/XXXX I received the letter from the corporate office at XXXX Citizens Drive, XXXX, Rhode Island that is dated XX/XX/XXXX and it said We will mail an official check for the remaining balance at the address indicated in our records on XX/XX/XXXX at the close of business. 

On XX/XX/XXXX I went to the branch and spoke to the manager, XXXX XXXX, again to find out why I hadnt received the check yet and he got on his computer and checked with the back office and the check was mailed on the XXXX. 

On the XXXX I called Customer Service at the corporate office in XXXX, Rhode Island and spoke to a kind lady that informed me that her computer shows that the check was mailed on the XXXX. She gave me a check number and said the check was mailed by regular mail and does not have a tracking number from XXXX XXXX XXXX 

Today is XX/XX/XXXX and I still dont have the check to pay my XXXX employees. I just got off the phone with them again and they said the check was mailed on the XXXX but didn't know why it hasn't arrived yet. I filed a complaint with the XXXX and found that there are over XXXX complaints against Citizens Bank and that they are not XXXX accredited. I also filed a complaint with the FDIC and was provided a case number XXXX. This is the most corrupt bank I have ever dealt with.

Company response to consumer: Closed with explanation