Checking or savings account -- Closing an account -- Complaint #10840652
Complaint Overview
Complaint ID: 10840652
Company: Citizens Financial Group, INC.
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Funds not received from closed account
State: New York
ZIP Code: 12203
Date Received: 2024-11-15T12:00:00-05:00
Date Sent to Company: 2024-11-22T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/year>, I went to Citizens Bank branch in XXXX XXXX XXXX XXXX XXXX XXXX XXXX with the intent to open a new account for myself. It was recently my XXXX birthday, so I had recieved a large amount of CASH ( {$600.00} ). I had not yet recieved my new license, and was using the temporary card given to me from the XXXX as my previous license was expired. I told this to the teller. The teller, XXXX XXXX, was aware of this, and proceeded to register me and all of my information anyway. A day or two goes by and I am able to use my new card without any issues. On Monday, XX/XX/year>, I was attempting to buy groceries for dinner. My card was suddenly declining. When I went to login to my mobile banking app, it told me that there was no recollection of my account and that I was not a member. Given the time, I contacted the customer service hotline provided and spoke with a provider who then told me my account was placed under review for fraud. The following day, XX/XX/year>, I spoke to XXXX XXXX on the phone. She told me that at the moment, she was in contact with her higher-ups and would update me on any information that would come up. Eventually, on XX/XX/year>, I made a trip to the branch and spoke with XXXX again who then attempted to get in contact with her boss. I told her to just close my account. She confirmed that she did and that I would be recieving a check for my remaining funds, and there was no issue from there. I called XXXX back on XX/XX/year> to recieve an update on the status of my account aswell as the incoming check. She then told me that she in fact DID NOT close the account ( after confirming she did ) and that she actually had no jurisdiction to do so in the first place. Eventually, I spoke with XXXX, the supervisor for the XXXX Department ( Case # XXXX ), who told me she was unable to get in touch with the fraud department and basically there was nothing else for me to do. Since XX/XX/year>, I have been tirelessly calling the branch as well as surrounding branches in the area who have kept giving me misinformation about dates regarding my check. At first I was told after XX/XX/XXXX, then I was told after XX/XX/XXXX, then allegedly, I was told that my check was mailed out and my account was OFFICIALLY closed on XX/XX/XXXX. I was expected to have it by XX/XX/year>, and have still recieved nothing. The bank is holding my money hostage.
Frequently Asked Questions
What is Complaint #10840652 about?
Complaint #10840652 was filed against Citizens Financial Group, INC. regarding Checking or savings account specifically about Closing an account. It was received by the CFPB on 2024-11-15T12:00:00-05:00.
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.