Consumer complaint received 2022-12-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA

Complaint narrative:
In the XXXX  of Saturday of XXXX the XXXX, I had an emergency situation, where I wanted to transfer XXXX XXXX XXXX, to a friend of mine. 

At first, I wanted to make the transfer via XXXX, but the transfer refused, which made me to contact my bank and explain to them my situation, and they needed to verify my phone number. So I gave them my number, and all of a sudden, they said the number could not be verified. I asked them why? They responded by saying that I have to go to the branch so that the number can be verified. I told I have an emergency situation, and I never had problems with this phone number, because the last time, I called you, to remove the hold on my XXXX account, and you asked me the same question, everything went well. Why is it refusing now? I told them. Still could not get help .But at this time, this guy told me since it is an emergency situation, I am going to transfer you to the technical support, and they will ask a bunch of questions, and I was like okay. So they did transfer me to the technical supportand I had to wait for about 30 min onlineand insisted of getting the supportmy call was hang off. I could not get any help. I really needed to complete the transfer to resolve my emergency situation. 

I called my bank again. And the answer I was given at this, was that I have to wait until I go to my bank to verify my number instead of keeping on complaining over the phone. 

There was no way I could wait until I go to my bank since it was emergency situation, and I needed to depend on my money that I had permission to use whenever I wantedand the number they said that it could not be verified, I know it was verified in the similar situation and it worked, so why it could not be verified now? So this was a very horrible experience with my bank last night. 

I tried an other option using an app called XXXX XXXX. 

I tried this transaction and after trying I, received an email saying that they are detecting a fraudulent activity on my account. And I was given a list of the transactions that was detected and they asked me if I am aware of those. They gave me two options YES or NO. I said Yes. and I was hoping that my transaction was going to be completed successfully, but I tried, but not worked at all. 

So I contacted the fraudulent department of my bank at this number ( XXXX ) XXXX, and I waited over 20 min, so this person responded my call. And then she asked a whole bunch of questions about account. I answered all those as she wanted. So she told me now she is going to unblock my account, so that I can complete the transaction. I told her to stay online while completing this transaction. So she told me okay. I went to complete the transaction, but nothing worked. I told her immediately that even now the Bank refused my transaction. She seemed surprised at this time. So she went to look at my account againand she asked me what is my phone number in the account. I gave it to her so that she can verify my account. It did work for her to send the code while other same bankers told me that they could not verify my account until I go to the Bank. So for this lady she asked me if I have received the code. I said hold on let me checkbut all of sudden the call got disconnected. 

I called back, and told them what just happened. Now I was answered by a guy .so this guy told me that I need to verify the phone number ..So I gave him the number so this one told me that the number could not be verified while to other lady, the number was able to be verified because I received the code. I told him all of that. So he said that he understands, and now he told me that he is going to transfer this to an other team and I have to wait about 3 hours .he told me after 3 hours, try the transaction and it will work. If it doesnt work, call us again. We are open for 24 hours. 
I tried after XXXX hours ; it still didnt work. So I called my bank again. And the answer that I received was so disappointing. This guy told me I have to go the local branch with my ID. Which I still couldnt understand.I complained and he was there listening without any help. So I went to the atm to see if I can take the money out at least. But even at the atm, I could not take the money out. They said until I contact my financial institution.

I dont understand why I have an emergency situation and I wan na depend on my money to resolve my problemsbut still didnt get access to my money. Thats why I am frustrated and I am filing this complaint.

Company response to consumer: Closed with explanation