Consumer complaint received 2024-06-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIZENS FINANCIAL GROUP, INC.
State: MI

Complaint narrative:
I went to citizen bank XX/XX/XXXX to deposit cash into my account. The bank is inside XXXX and they do not have tellers anymore, but they do have the ATM machine with option to deposit. I was connected with a live representative via video call. Machine can only take {$2500.00} at a time. I was depositing {$5000.00}. I counted the first {$2500.00} and inserted inside the drawer that she had opened for me. Money went inside the drawer and it came back out within few seconds. The representative asked me to make sure the bills were not wrinkled and insert them back inside. I checked the bills and the pile of cash did not seemed right, so I counted it and I noticed it was {$1000.00} short. 
I told the representative that and she said she is going to check what happened. She asked me to deposit the money and not to worry, the conversation is recorded and at the end of the day the money is counted, they will see the extra {$1000.00} and they will deposit it back to my account. She created a claim # XXXX I deposited the rest of {$4000.00} ( {$2500.00} + {$1500.00} ) and I left. 
XXXX days later the {$1000.00} was deposited into my account. 
XX/XX/XXXX I received XXXX letters from the Citizens notifying me that they did not find any errors on their part and they are taking the {$1000.00} back from my account. 
I called the number on they provided on the letter and spoke with XXXX a citizens representative from the claim department for XXXX minutes. He assured me that the claim filed back in XX/XX/XXXX was not cleared, so he created another # XXXX and I will hear from them within 3 days. 
XX/XX/XXXX citizens took out of my account a {$1000.00}. 
XX/XX/XXXX I called again, this time I spoke with XXXX for XXXX minutes including multiple holds in between. XXXX said that it takes 10 days for the claims to be processed, but she will have to start a new claim because again the previous representative did not explain exactly what happened. New claim was # XXXX. 
I went to XXXX and inside their little office was a bank employee and I explained to her the situation and she said the ATM are run by a third party company and they are located XXXX XXXX XXXX MA and have no offices in MI I called XX/XX/XXXX again. XXXX with XXXX for XXXX minutes and she told me my case is closed because they already had given me the money. I tried to explain to her that they did give me the money, but took it back XXXX weeks later, but XXXX was not understanding what I was talking about, so I requested to speak to her supervisor. Between holds I was able to talk to XXXX for about XXXX minutes. XXXX was the supervisor, she guaranteed me that she is expediting a new claim # XXXX and I should hear back next day by the end of the day. Guess what no one called. 
So I called again XX/XX/XXXX, spoke with XXXX, explained to her again what had happened and XXXX minutes later she had no answers for me. Requested to talk to her supervisor, recorded the phone call and did notify him about the recordings. He said all their calls are recorded also so he did not mind. The supervisor XXXX XXXX minutes later told me the case is still in process and he has no answers for me yet. I told him I have given my number each time I talked to them and not even ONCE anyone has tried to call me. XXXX said he will write on the report that I can be contacted. 
Today is Monday night XX/XX/XXXX and no one has call or have I received any email from anyone. I told the supervisor all they need to do turn the cameras on and see me that day counting the money before I deposit it and listen to conversations between me and the video call representative. XXXX has cameras everywhere it should not be an issue figure it out what happened that day Had been a frustrating situation. I work XXXX jobs, my husband works XXXX to 7 days a week and the hours spend trying to resolve a mistake made by the bank has been very difficult and stressful.

Company response to consumer: Closed with monetary relief