Consumer complaint received 2025-10-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: CITIZENS FINANCIAL GROUP, INC.
State: RI

Complaint narrative:
On Sunday XX/XX/XXXX, I deposited a check into my account worth XXXX from XXXX XXXXXXXX XXXX into my Citizens account, from my step father who is paying me for his web design work. On Monday XX/XX/XXXX, early at XXXX his XXXX XXXXXXXX XXXX needed to clear things up and make sure it wasn't fraud. He said it's good and not fraud, and only a couple hours later the check cleared through and was taken out of his account. On Tuesday XX/XX/XXXX I received partial of the check, assuming it was the early release, and the rest would be going into my account sometime the next day. I used those funds, throughout the day to purchase food, pay off credit card etc. with no notice of anything wrong or any alerts. At XXXX XXXX I looked into my account to notice that it was in the negatives, and that around XXXX was missing, with no transaction indicating what it is. I assumed it was a glitch, so XXXX minutes later I looked again and found XXXX in my account. I panicked and called Citizens. They told me that the check was taken back out and that it was placed on an extended hold, and I kept asking why, to which they said it was the other banks fault and they need to confirm the check. I asked to speak to a manager for clear info, to which a man by the name of XXXX answered, and he said that he doesn't know why, but theres nothing I can do. The next day, Wednesday XX/XX/XXXX I find out that XXXX  XXXX XXXX did clear the check, and was told by my step father from his bank that citizens needs to call them to see that its clear. After multiple attempts to call citizens ( at first I was told theres nothing to do, the second time I called alter in the day I was brought to a customer service, then given a phone number to call saying this number will take me directly to the people who will help since the current numbers lines are busy, but even though it was a different number, it was the same as the normal customer service number ) I finally was able to reach someone who said they would take me to a " specialist '' ( to which he never did ), who told me the that " They couldn't call XXXX XXXX XXXXXXXX, even if they transfer me to the back office channels '', that " we only see this check as suspicious and thats why its on hold '' and when asked whats suspicious he says " the info he has doesn't tell him ''. I also told him that the overdraft fee of XXXX was taken out before the early release was taken back, and that I believe this is an improper hold both under Regulations CC and E. I asked for those and he declined it outright, saying " I cant give you that information because your account was made in XXXX of 2022 '' after that I asked for him to put a note on my account about disregarding my ask for Regulation CC and E and again he declined to put that into my account, saying his manager says no and that theres nothing else they can do. He told me that my check SHOULD be put in by XX/XX/XXXX, and on the calls I had earlier on Tuesday, they said " it MIGHT come in ''.

Company response to consumer: Closed with monetary relief