Consumer complaint received 2025-08-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA

Complaint narrative:
My name is XXXX XXXX of XXXX XXXX XXXX, XXXX PA, XXXX. I'am reaching out for help due to being accused by XXXX XXXX XXXX of fraudulent conduct. I applied for a home improvements due to flood damage to my home. On XX/XX/2024. I received the check promised for {$10000.00}. From XXXX. At that time I did not realize there was a triple endorsement needed. So on XX/XX/2024 I submitted the check on-line mobile banking with XXXX XXXX, and then was told they couldn't accept the check, and had been advised to used a bank that I'm associated with. I'd recently opened an account with Citizens so I submitted the check on-line with them. On or-about a couple days later i deposited my check, with Citizens bank and they proceeded to closed out my new account with no explanation did not release the funds. So I called Citizen bank, to see what was going on and found out they closed out my account and I was told the check needed triple endorsement. Then they refused to continue any more conversation on that matter. So being that I had the paper check in hand, I mailed it to XXXX XXXX  XXXX for there endorsement. Then when it was mailed back to me, I was traveling to New York, I stopped at the nearest XXXX Location in XXXX New York XXXX The XXXX XXXX called XXXX for approval as a process of releasing that much money, and it was approved. Then about 6 months later after the home improvements. XXXX XXXX contacted me saying I received two pay outs and now being investigated for the extra {$10000.00} missing. 
After trying to figure out this nightmare, I decided to contacting Citizens bank and was told that they do not have the digital check because they sent it to the federal reserve, with little to no paper work or explanation and very unwilling to speak with me. XXXX XXXX XXXX continues to reach out to me requesting my personal accounts and business information. I have been threatened with being arrested from my four young children and family. This is very disturbing because I am innocent of these accusations. The only thing I feel might be possible is there may be possibly air-wire interference or Citizen 's worker, didn't know their job, and it whine up placed in someone's else 's account. Nevertheless transaction was incorrectly processed. Maybe sitting in a fake account. On Citizen bank statement, which I had to demand them to turn-over to me, shows Citizen bank, ( miss-applied ) on it. When I asks what does that mean they will not concern themselves to answer. Needless to say it's Leading me to feel the problem lays with them. XXXX, has informed me that they are planning on suing me or putting a lean on my home and or will take legal actions for imprisonment. " Disturbing '' for just depositing an on-line check action.!! Citizens bank is not willing to give me paper work to show where the funds went or even to say that they closed my account at this point. No funds was ever released to me by them or anywhere else, accepted for the XXXX XXXX, to me. The branch I visited in my neighborhood can not tell me what happened to it, maybe it's in a dubious account to no where. 
However XXXX is threatening me. I do not have the power or the resources to navigate, or investigate on my own. So I'm seeking your help in this matter for the wellbeing of my life and family. Thanks in advance and hope to hear from you soon on this matter. 
I can be reached at My email is XXXXXXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation