Consumer complaint received 2024-09-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA

Complaint narrative:
This happened on XX/XX/year>. I was at a Citizens Bank ATM within a grocery store. I deposited XXXX dollars into the machine. The machine then said that I had inserted too many bills and to remove my money from the cash mechanism. I took a few bills off the top of the stack, but didn't remove all of the money, thinking if I just removed the necessary bills that the machine would re-read the notes. It didn't. The machine then came up with an error message saying that I didn't remove the cash fast enough and to call customer service for help. I first flagged down a cashier at the grocery store because I was freaked out and didn't know if this was a standard occurrence or if they could help me. The cashier had no idea what to tell me or how to assist. I then called the banks customer service line. I was on the line with them while standing in front of the ATM for at least an hour, and we were able to file a claim explaining what had happened. The customer service employee asked for a ATM number/code and I told them that there was no code on the physical machine but that receipts from previous customers had been left behind and I read him the ATM code from those. At the same time, I was clear over the phone that I didn't know if that was the correct code because there was two ATM 's within the store and the man on the phone didn't seem to know where I should look for an identifying number and I certainly didn't know either. Anyways, we filed the claim and the man said that he requested a provisional credit but he didn't know how long it would take to enter my account. I was moving cross country three days from this and needed that money ASAP so he recommended that I go to the physical branch location that was down the street from where this happened. I drove to that branch and tried to speak with someone there, but the manager and person that could help me with this was in a scheduled appointment and I was told that she would be for the next several hours, so I was only able to speak to someone at the front desk. The woman at the front desk told me that there was nothing I could do since the claim had already been filed and that she didn't have authority/experience to speak to me about my issue. She said that the manager for this branch was also the manager for the next nearest branch so if I wanted to speak to someone I'd have to drive over an hour away with no guarantee that someone could help me once I got there. I asked if she could just send someone over to the ATM and balance it considering it was only two minutes down the street from the branch location. She said no. I left with no information or assistance gained The provisional credit was granted a few days later and I assumed the issue was solved. 

Then yesterday, XX/XX/year>, my checking account was charged for {$400.00}. I had forgotten about all of this since it happened nearly two months ago by this point and I'd received no further information from the bank about it. I actually called the bank thinking the charge was fraud and that someone had stolen my information. I then came to find out, that it was the bank repealing the provisional credit and charging my account. They had given me no notice beforehand. I couldn't get in contact with anyone the evening that I first noticed the charge, as the bank closed at XXXX, so I called again the next morning, Saturday XX/XX/XXXX. The man in the fraud department that I was speaking to told me my claim was denied and explained that denial was the {$400.00} charge. I asked him how that was possible and what had happened. He said the bank investigated and that they chose to deny the claim. I asked why they did that and he said that it was just what the investigation had decided. I asked him to reopen the claim or explain to me how this had happened because there were cameras on me for this entire situation that should've recorded the whole thing, as well as the physical money sitting in the ATM. He said unless I had more information that there was nothing he could do for me. I asked to have the investigators check the cameras, as that would provide new information because obviously something had gone wrong in the investigation. We went back and forth for a bit and he kept telling me that my suggestions didn't merit new information and that he couldn't reopen the claim or give me more information. He then transferred me to customer service. Customer service then transferred me back to the fraud department. The fraud department then hung up on me. I called back and was eventually connected with someone who reopened the claim. We speculated that possibly the investigators had balanced the wrong ATM, so we then made explicit notes in the reopened claim detailing which ATM it was. We also requested that they check the camera footage, as I would be on it depositing the money. The representative that I was speaking with then read me the notes that had been left on the claim and it essentially said there wasn't enough information to confirm my deposit and thats why the claim was denied. I don't know how this is possible and the man on the phone wasn't able to give me any more information. 

As of now, the claim has been reopened, my provisional credit has been repealed, and it's been about a month and a half since the ATM initially ate my money.

Company response to consumer: Closed with explanation