Checking or savings account -- Managing an account -- Complaint #10744773
Complaint Overview
Complaint ID: 10744773
Company: Citizens Financial Group, INC.
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
State: Virginia
ZIP Code: 223XX
Date Received: 2024-11-09T12:00:00-05:00
Date Sent to Company: 2024-11-09T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
I have a personal account in my name with Citizens bank which is a checking and HELOC account. I have a joint account at XXXX with my partner. I went into Citizens Bank on XX/XX/year> to cash a {$20000.00} check for a car we had just sold that was made out to my partner. They told me to endorse the check so they can cash it. They then called over higher management who said it's too big they can't cash it. I had to leave on XXXX XXXX so the next opportunity I had was XX/XX/year> to go to XXXX and explain why the check was already endorsed. They still cashed it into our joint account for us. We then wrote a personal check to me so I could cash it at Citizens and pay down the HELOC. I went to Citizens on XX/XX/year> to cash it since it was now made out to me personally. They said they would cash it and it would be released within 24 hours. On XX/XX/year> it was still on a hold. I called the branch directly. They said the hold is now slated until XX/XX/year> but couldn't explain why and referred me to customer service. I called customer service and their only explanation was that their fraud department had to confirm it wasn't fraud. The money was removed from my XXXX account on XX/XX/year> so Citizens had the money. I explained this to Citizens and asked what they were doing that would take this long to review. I'm happy to provide account information or money tracking to show it isn't fraud. She refused to give me her name or ID number or anyone else to talk to. I was told there was nothing I could do and I just had to wait. This is unacceptable because they are now making interest on my HELOC on top of holding my {$200000.00}. This whole process has held up my money for over 45 days throughout this process.
Frequently Asked Questions
What is Complaint #10744773 about?
Complaint #10744773 was filed against Citizens Financial Group, INC. regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2024-11-09T12:00:00-05:00.
How did Citizens Financial Group, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against Citizens Financial Group, INC.?
Yes, visit the Citizens Financial Group, INC. company profile at readthecomplaint.com/company/citizens-financial-group-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.