Checking or savings account -- Managing an account -- Complaint #7177414

Complaint Overview

Complaint ID: 7177414

Company: Citizens Financial Group, INC.

Product: Checking or savings account

Sub-Product: Savings account

Issue: Managing an account

Sub-Issue: Funds not handled or disbursed as instructed

State: New Jersey

ZIP Code: 077XX

Date Received: 2023-06-27T12:00:00-05:00

Date Sent to Company: 2023-06-27T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

On XX/XX/XXXX I initiated a $ XXXX online transfer from my Citizens account requesting they debit my XXXX account On XX/XX/XXXX, the funds were debited from my XXXX account. On XX/XX/XXXX, I received an email from Citizens stating my transaction was canceled and that I should call XXXX to have them return my funds. On XX/XX/XXXX, I called XXXX but they had no record of why the transaction was canceled and couldn't do anything. I then called Citizens bank on four different occasions to try and resolve the issue. Each time, I got different answers and nobody could explain to me why the transaction was originally canceled. Some of the reasons given were because I had canceled a previous transfer, the transaction was rejected, and I couldn't initiate two transfers on the same day. I was informed there was a hold on my account and since I had called in, they would lift it and the money would be in my account in next 2-3 business days and no later than Tuesday, XX/XX/XXXX. Because of the delay, I had to have a manager called XXXX initiate a separate wire transfer of $ XXXX because I needed the funds by Friday. I spend over 4 hours that day, making multiple calls, being left on hold for over an hour twice in trying to resolve the matter. On XX/XX/XXXX, I checked my XXXX account and the funds were still not in the account. I called Citizens bank, after being on hold for over an hour, and spoke to a Tech support manager named XXXX. He stated that XXXX had to file a Debit leg error claim in order for me to receive my funds. He stated that the bank that initiated the debit, is responsible to file the claim in order to get my money back into my XXXX account. He stated that the funds were being held by XXXX due to a change in processing funds dating back to XX/XX/XXXX and that it was not Citizens fault that the transaction was canceled. He blamed the issue of XXXX, their third-party vendor. This was the first I heard of this and the process doesn't seem right. I initiated a three-way call between XXXX at Citizens and XXXX at XXXX to resolve the issue. XXXX stated that the debit leg claim that XXXX requested be filed can not be processed because the transaction was not fraudulent or an error on XXXX 's part. Also, XXXX had never heard of a debit leg claim. XXXX had stated he would talk to back office operations and call me back, which he never did. I am beyond frustrated because it's been over a week since the funds left my account at XXXX and due to an error on Citizens part, they refuse to return the funds, claiming its XXXX 's responsibility. At this point, I am out $ XXXX with my funds floating around in cyberspace and Citizens taking no responsibility for their error, which started with them canceling my transaction without notifying me.

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Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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