Consumer complaint received 2024-02-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY

Complaint narrative:
I am writing this complaint with great disappointment and frustration regarding the recent events that have transpired with my Citizens Bank checking account. I believe it is imperative for you to address the severe misinformation and incompetence exhibited by your staff, which has led to significant XXXX XXXX for me. 

On Tuesday, XXXX XXXX XXXX XXXX XXXX XXXX, I contacted the Citizens Bank XXXX and spoke with a representative named XXXX. I sought guidance on the clearance time for a business check amounting to {$7200.00}. XXXX assured me that if I deposited the check early that day, the funds would be available by the following day. He even went as far as suggesting that if any issues arose and the funds not available the next business day, I should contact the banks XXXX phone number again for assistance. 

Following XXXX 's advice, I visited the Citizens Bank branch in XXXX, NY, in XXXX XXXX, around XXXX XXXX, where I confirmed the information with the bank teller named XXXX. He reiterated that the funds should be available the next day or, in the worst case, a partial amount would be accessible. 

To my shock and dismay, on Wednesday, XXXX XXXX XXXX, I discovered that only {$250.00} of the {$7200.00} check had been made available in my account. Upon contacting Citizens Bank at XXXX XXXX I was told by a representative that the remaining funds would be deposited the following morning. However, later that day, my account unexpectedly reflected a balance of - {$12.00}, and my debit card was declined when I tried to make a coffee purchase. 

Subsequent to contacting Citizens Bank once again, Supervisor XXXX from the XXXX Department callously informed me that the check would not clear until XX/XX/XXXX, and the {$250.00} deposit made that day by the bank had been withdrawn without notice. This sudden and drastic change in information, coupled with the lack of care, apology, or remorse on behalf of your representative, has left me in financial turmoil. 

I was compelled to borrow money from my daughter and am currently seeking financial assistance from my mother to cover immediate expenses. It is disheartening that Citizens Bank, a financial institution trusted by many, would allow its representatives to provide misleading information that has resulted in such a dire situation for a customer. 

I insist that Citizens Bank rectify this situation promptly by : XXXX. Ensuring the immediate deposit of the remaining funds from the business check into my account. 

XXXX. Providing a detailed explanation and investigation into the misinformation provided by your representatives. 

XXXX. Offering a sincere apology for the distress and inconvenience caused by this incident. 

I urge you to take immediate action to address these issues and prevent such occurrences in the future. Your prompt attention to this matter is crucial in restoring my faith in Citizens Bank as a reliable and customer-oriented financial institution. 

I expect a swift resolution to this matter and appreciate your understanding and cooperation.

Company response to consumer: Closed with explanation