On 04/26/2022 the authorized rep for the business trust deposited a money order for the amount of $5,000. The following day the funds were cleared. On 04/29/2022 a call was made to a different branch inquiring about the deposit and to reassure the funds were cleared. The officer with who I spoke reassured me the funds were cleared. On Monday, May 2,2022, a second deposit was made to do an asset transfer and purchase an RV for the amount of $250,000.00. The money order was deposited and a deposit slip was handed over. The transaction was complete. The previous deposit was cleared. A confirmation was made. The following morning a review was made online with the account and the funds were not available as expected. The funds showed that they were cleared and then removed from the account once they were cleared. The previous deposit of $5k was now on hold. A call was made to customer service which informed me that the $250k was under review because of the size of the deposit. I inquired about the $5k and was informed that they were reviewing that even though the funds cleared. I was on the phone discussing this and reviewing online at the same time. After the phone call, I needed to relog in my account but realized they locked me out. I had to contact customer support again and was now informed after just getting off the phone that my online account was now suspended and if I needed to review my account to contact the branch. I contacted the branch and spoke to one of the officers, she was aware of the transaction and knew it should have not had any issues considering the other instrument cleared. The first instrument was instructed to be brought to the Fedwire window or TT&L window for processing. The officer acknowledged my request and was aware of the procedure. The officer I spoke to informed me that she would look into the matter and get some resolution., While she called back-office managers, they were familiar with the process but were unable to assist her with completing the procedure. She continued with her fiduciary duty to assist in the transaction. She was aware the account number was correct. She was also aware there was the clearance of the instrument but uncertain why the funds were removed. She called a different officer who threatened her with her job and told her to stop her duty. A few days later I received a "notice of advice" letter stating the instrument and only the second instrument was nonnegotiable. It did not cite what the deficiency was. The instrument met all provisions of the UCC articles 3, 4, 5 also the negotiable instrument act and banker laws act. Along with title 12 and such. I called and inquired on the phone. The customer service responded with the issue about the account number. I said that was impossible because the very first time I tried the officer informed me the account number was not the issue and the issue was a result of the routing number. I informed the very first office this on April 23,2022. I also informed her that this was a special deposit that required your assistance and fiduciary to process at the Fedwire window. She said she only had 4 years of experience and was not too informed on how to process it but was aware of the procedure. She informed me to come back when a manager was available. When I came back I had made an adjustment to the note and hand-wrote down a new routing number as I was instructed of 3 different numbers to use that would be easy for the bank trustee to figure out. I was also informed I can only provide as much service for my duty as a trustee. We have limited powers and can only do so much for our beneficiaries. So now I used a different routing number but the bank manager would not even attempt to process the note since it was handwritten. It is in the provisions that these notes can be handwritten or typed., It really doesn't matter. So I went home and printed a new one up and went to my branch which was open that day. They have not been open all the time and have been closed during business hrs. I went to the teller and submitted the note and endorsed it and was handed a deposit receipt. I had the routing number correct and the account number was verified as correct. As It should since I possess the account card. The excuse they are using is that the account number is invalid, but it is not I can see the transaction on my ledgering and they are blatantly lying that they removed the credit from my account while the credit is now on their ledgering in the amount of $255,000.00 This transaction was from the contract trust account it must be reported on an IRS 3520 as a foreign gift from the trust. This amount was embezzled from the CITIZENS BANK institution and they are trying to cover it up. I spoke to the Office of Chairman Jessica Surani. When speaking to her she needed to verify the information on the account. The account was opened with a EIN and only a EIN but upon speaking to her she was demanding a Social security number and I informed her no social security number was used to open the account and it was a felony asking for it. She continued to demand it in order to discuss the account. I informed her it was a trust account number that is not to be given out but I will find that since you are compelling
How can your complaint be satisfactorily addressed? Me for that number for verification I will provide the Social Security Trust number. Upon doing so she was now "Able" to discuss the instrument and claimed the instrument was non-negotiable because the account number was invalid. I said to her did I just not give you the social security number to verify this account. She did not have much to say other than the account number was invalid even though it was used to fraudulently verify the account. I am demanding the W( EIN from this institution so I can file my 1099forms and report this foreign gift with my 3520 but now must report the embezzlement. The account number is valid the funds were stolen. As this is also a violation of the security agreement that was used to open this business trust account. There were several documents requested at the time of opening and they were provided and now violated.

Everyone has bank horror stories, and banks are pretty much universally despised, but THIS bank...

I had a business (DBA) checking account with Citizens and then one day the bank agent tells me I have to open a personal account because I'm not allowed to deposit checks made out to my name into my DBA account. This was an outright lie. And, the guy even pressures me to open a 3rd account, a savings account that I didn't want or need.

My first mortgage was with Citizens and the process of getting approved was akin to (I'd imagine) trying to get an exit visa in post war USSR. I had to re-submit signed documents multiple times and when I asked why, all I got back was "just do it." I'm not even kidding. The process took months.

On my 2nd mortgage (what's wrong with me?) the process was maybe 5% less aggravating but I had 3 closing dates come and go with no explanation and the home seller ended up losing money do to the repeated delays. I'm lucky he didn't say - forget it, and sell to another buyer.

I bought a 5 year 3% CD and Citizens math indicated I'd receive a certain amount upon maturity. As it turns out, the projected maturity amount is about 15% less. More lies from Citizens.

About 3 or 4 years after I closed my Citizens business bank account I get an *MICC check from them which is a refund amount from a merchant that they disburse when the refunded funds don't post to a bank account. Since the funds wouldn't post to the account (because the account doesn't exit) what does Citizens do? They mail me a check made out to that same business, which is defunct. They could have made the check out to my name which would have ensured I could access the funds. They could have contacted me to get information that would have ensured a successful transfer of the funds.

So right now, I'm on the phone with about the 15th Citizens Bank customer service agent I've spoken to (one of whom promised me a new check in 2 weeks - 4 weeks ago), trying to find out how I can get my refunded funds. They are having someone call me back...

The check I got came with a letter saying to reference "MICC" If I had questions for customer service. Not a single one of the 15 or so people I spoke to knew what an MICC check was. I had to explain it to each and every one.

I never thought banking could be so easy