Consumer complaint received 2025-11-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY

Complaint narrative:
On Sat, XXXX XXXX XXXX, I deposited a Unites States Treasury check for {$10000.00} at Citizens Bank ATM ( Location : XXXX XXXX, XXXX XXXX DE ). None of the check was made available immediately. Once my check was not cleared by Monday morning, I made a trip to the bank to ask when my check would clear. The teller advised me that the money would be available in full on the next day ( Tuesday ). 

On Monday, XX/XX/XXXX, at approximately XXXX XXXX, I revisited my online account to see there was only {$270.00} available. Later that morning I called customer service to inquire as to why the telephone banking system said I had no funds available and why my account was not working. They provided a very obscure response. After receiving the no clarity from the telephone banking, I went back to visit the XXXX branch to demand answers on where my money was. That is when I was told that there was an extended hold put on my United States Treasury check for an extra week. This made me very upset because 1. I had another bank account that I had the option of depositing in and gave never had an issue about the availability of my funds with them in over 5 years 2. Based on the teller 's answer about the clearing of my check, I exhausted my resources with other expense obligations 3. Due to my recent relocation to Delaware from NY, my children and I were lodging at a local hotel, which I didn't have the funds to cover when this news was disclosed to me. I left the bank with an unresolved issue, but was assured by the bank representative, XXXX, that she would do her best to see if they could request the check be released earlier than XX/XX/XXXX. She also advised me that she checked a system that checks against checks issued from the US Treasury, and since mine was there on the database, she would relay that information to their fraud department. I was told to check back with her later that afternoon, or tomorrow, to check the status of the hold. I also inquired about how to retrieve my check back so I would have the opportunity to go to another bank. My request was not addressed, nor honored.

The next day I visited the branch again, to again demand an explanation for why this institution was withholding my money. I spoke with the Branch manager this day, who was very cold and indifferent about the grave inconvenience the hold was causing me, as well as hoe she downplayed my need for an explanation. I also mentioned retrieving the check back during this visit. The manager conducted a series of checks in her system, which yielded that the check was " VERIFIED ''. After discovering that, she claimed to be calling their fraud department to see what she could find out what was causing the hold, and/or possibly come up with a resolution. I stepped out of her office to make a call while she attended to that call. Once I returned back to her office for to say " the hold is staying on and their not taking it off until the XXXX ''. No empathy, no due diligence, and no signs that any effort was put forth to provide me a solution or explanation. This is all after she alleged the check looked suspicious, then it was because they needed to " make sure it clears '', and she also stated " just because they can ( legally able ) to hold the check for 10 days ''. I explained that because in all of my 25 plus years of banking, I have never had this occur and needed to differentiate what factors contributed to it occurring '' now '', also expressed that I am concerned with the safety of my money as well as the accessibility in banking with them.

I also had in my possession the official mail notice from the SSA office, confirming that I would be receiving this exact amount in backpay. But none of these documents were even attempted to be used to mitigate the hold. I feel as though this bank arbitrarily and capriciously held my money, and refused to disclosed the factors in their algorithm that made my funds inaccessible by me.

Company response to consumer: Closed with explanation