Consumer complaint received 2024-12-16 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA

Complaint narrative:
My husband and I wire transferred {$28000.00} to the XXXX XXXX XXXX ( XXXX ) account at XXXXXXXX XXXX XXXX, on XX/XX/XXXX. We went into the XXXX XXXX XXXX Citizens Bank and requested wire as we always do. Monies were transferred and in XXXX account within XXXX hours. We have worked with XXXX on various life saving projects since XXXX and have wired funds numerous times. The team in XXXX purchased project materials and provided photos, receipts, etc. Our team met via XXXX XXXX XXXX to plan next steps of the projec. Participants on the XXXX  represented XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX ( XXXX ), XXXX, XXXX XXXX XXXX and XXXX XXXX, XXXX. 

On XXXX my husband received a new debit card from Citizens as he had been informed that his card may have been exposed. When he attempted to use the card on XXXX, it was rejected and he was told to contact the Fraud Dept. When we did that the Fraud person proceeded to tell my husband that on XXXX someone had reported the card he received was not delivered and updated the phone number on the card to a different Number. She also said that there had been numerous contacts online to our accounts from devices we do not own from XXXX XXXX XXXX XXXX XXXX She then started focusing on the wire transfer to XXXX and surmised that we had been bilked out of sending money to XXXX, had been taken advantage of and then she decided that the branch in XXXX was involved in this deception. No amount of talking about our relationship with the XXXX deterred her from backing down on these allegations. We did agree to shutdown all online access to our accounts and then over the next XXXX days had our cells, tablets and laptops scanned by professionals for viruses, intrusion software, etc. She also recommended that we not go to our local branch on XX/XX/XXXX to close out our current accounts and setup new ones. We did that on XX/XX/XXXX. We also received a call from a XXXX XXXX who turned out to be XXXX XXXX. We informed her that her overzealous agent was mistaken. WE definitely made the wire transfer and it was legitimate. We thought this issue was resolved. On XX/XX/XXXX we met with our project manager and decided to send {$18000.00} for some additional solar equipment and funding to run the program for the XXXX school year. We went into the XXXX XXXX on XX/XX/XXXX and wire transferred the funds. The funds were NOT in XXXX 's account after the XXXX weekend so we went into the branch on XXXX and the banker called the wire room. They informed him that as the paperwork stated the funds would be in the XXXX account on XXXX. They also indicated that potentially it was taking longer because our account was new as of XX/XX/XXXX. In consultation with our partner in XXXX we found out that their account was frozen. On XXXX I called our branch at XXXX and learned that an internal fraud investigation had been launched on our behalf. We went into the bank and met with XXXX XXXX and the same internal fraud supervisor we spoke to on XX/XX/XXXX was conferenced into the call. On XXXX we learned that the bank had started an investigation against XXXX and were demanding the wire from XX/XX/XXXX be returned supposedly because we didn't approve it. Numerous phone calls, emails went between us, Citizens, the XXXX XXXX, XXXXXXXX XXXX  XXXX. On XXXX we received a communication from Citizens saying the {$18000.00} was in XXXX 's account. This was not correct. It also gave numbers to call which I did on XXXX. Supposedly the Fraud Investigation was cancelled on XX/XX/XXXX and again on XXXX. Still XXXX 's account was frozen and the investigation was still ongoing. Late in the day XXXX we received a call and an email that the Fraud Investigation was now closed. As of Mon, XXXX, XXXX 's account was still frozen and no communications/cancellations had been received. I contacted the wire room and demanded they trace the {$18000.00} and then they provided additional details and dates : Supposedly my husband called on a recorded line on XX/XX/XXXX and demanded they get the funds from XX/XX/XXXX returned. They couldn't provide a phone number of this recorded call. I told them this was a lie. They also told me that this call is what initiated the fraud investigation which started on XX/XX/XXXX. Then they told me someone cancelled the investigation on XX/XX/XXXX and again on XXXX. Finally on XX/XX/XXXX XXXX 's account was unfrozen and then they received the {$18000.00} wire either late on XX/XX/XXXX or early XX/XX/XXXX. Due to this bogus investigation the XXXX which represents XXXX small coffee growers could not do any business and as a result lost {$25000.00} in revenue which is used to fund the primary school and the farmers would now receive 15 % lower pay for their coffee since the coffee would be sold to numerous smaller coffee buyers.

Company response to consumer: Closed with explanation