Consumer complaint received 2026-01-25 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: CITIZENS FINANCIAL GROUP, INC.
State: NJ

Complaint narrative:
XX/XX/XXXX - I opened a Citizens savings account online, was instantly provided an account number, and initiated a {$1400.00} transfer from my XXXX XXXX XXXXXXXX checking account. 

XX/XX/XXXX - The {$1400.00} transfer from my XXXX  XXXX XXXX checking account was processed. At that time, I closed my XXXX  XXXX XXXX account. However, when I tried to login to my Citizens bank online account it said no account found. I called Citizens and they told me to wait for a letter. A couple weeks later I received a letter from Citizens letting me know they decided not to bank with me. I immediately called Citizens to ask what happened to the {$1400.00} I transferred from XXXX XXXX XXXX and they told me I should contact XXXX  XXXX XXXX to request they mail the funds to me via check. I called XXXX  XXXX XXXX, and they confirmed the funds were already transferred to Citizens and therefore I should request that Citizens mail a check to me for the {$1400.00}. 

XX/XX/XXXX - I requested and received a copy of my final XXXX  XXXX XXXX account statement which confirmed the funds left the account, transferred to Citizens, and the account was subsequently closed as I had requested. 

XX/XX/XXXX - I requested and received a detailed transaction history report from XXXX  XXXX XXXX confirming the funds were in fact transferred to Citizens Bank. 

XX/XX/XXXX - After having no luck with Citizens bank, both on the phone and in a physical branch, I opened a case with XXXX  XXXX XXXX. 

XX/XX/XXXX - I received notification from XXXX  XXXX XXXX that upon review they were unable to approve my claim for the lost funds of {$1400.00} and recommended I contact Citizens bank. At this time, I went back to a Citizens Bank branch ( the XXXX XXXX, NJ ) location and spoke with XXXX and XXXX. They assisted me in opening a claim with Citizens bank. 

XX/XX/XXXX - After receiving no updates from Citizens bank I went back to the branch to inquire about this further. XXXX advised that because my online accouny application was rejected, Citizens bank requires proof of my identity to resolve the case. We scanned and faxed my drivers license, an internet bill, and an energy bill to Citizens bank for this purpose. Once faxed, an internal contact at Citizens bank communicated to XXXX that they would proceed with issuing a {$1400.00} check to my address on file within 7-10 business days. 

XX/XX/XXXX - I have still not received this check from Citizens bank. I stopped by the branch to check on the status and XXXX advised me that there was nothing more they can do at the branch level at this point. I let her know I will submit formal complaints to try to resolve this and she agreed that was likely the best approach at this time. 

I can provide additional files, including the documents related to the case I opened with XXXX  XXXX XXXX, the documents I faxed to Citizens Bank to prove my identity, and my final statement from XXXX  XXXX XXXX. but they are greater than the XXXX size limit.

Company response to consumer: Closed with monetary relief