Checking or savings account -- Managing an account -- Complaint #4865286
Complaint Overview
Complaint ID: 4865286
Company: Citizens Financial Group, INC.
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
State: Massachusetts
ZIP Code: 021XX
Date Received: 2021-11-01T12:00:00-05:00
Date Sent to Company: 2021-11-01T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/2021 Citizens Bank restricted my ability to transfer funds from my Citizens Bank checking account to an external bank account. This service is actively advertised by XXXX and is provided to other customers. Citizens had also canceled the existing transfers that were scheduled on my account for future dates. When I contacted Citizens Bank regarding the issue I was requested to visit a local branch and present a government issued id. Here is an extract of the communications I had with Citizens Bank regarding the problem : I received the following message from Citizens on XX/XX/2021 : " Dear XXXX, We certainly understand your concerns. Please visit your local branch and a Banker will be happy to assist you. Regrettably, we are unable to resolve this matter via email and apologize for any inconvenience this may cause. If you have any further questions or concerns, please contact us via email or by calling our Online Banking Department at XXXX XXXX. We value you as a customer and appreciate your business. Thank you for choosing Citizens. Sincerely, XXXX XXXX. Email Team Advocate '' I wanted to respond to the message as follows : " XXXX, I visited your branch at XXXX XXXX XXXX, XXXX, MA and spoke with XXXX XXXX XXXX to whom I had shown my government issued id. XXXX XXXX XXXX was not able to assist me as they had stated that they do not see the transaction of {$610.00} being blocked. I requested them to make a record that I visited the branch and that they had verified my identity per the government issued it that I had presented. '' But when I tried to submit my response on your website I received the following message : " Error Received The information you requested could not be displayed. Please select " Go Back '' and try again. '' It appears that Citizens Bank refuses to provide the same level of service to consumers who have difficulties communicating on the phone as it provides to others since it can not address the problems on the account even when customers visit a branch and present a government issued id. As of today my ability to make transfers from my Citizens account to an external account on Citizens website is restricted and Citizens Banks has not provided any explanation why it is restricted on my account while it is available to other customers.
Frequently Asked Questions
What is Complaint #4865286 about?
Complaint #4865286 was filed against Citizens Financial Group, INC. regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2021-11-01T12:00:00-05:00.
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.