Checking or savings account -- Closing an account -- Complaint #5864770
Complaint Overview
Complaint ID: 5864770
Company: Citizens Financial Group, INC.
Product: Checking or savings account
Sub-Product: Checking account
Issue: Closing an account
Sub-Issue: Can't close your account
State: Massachusetts
ZIP Code: 024XX
Date Received: 2022-08-10T12:00:00-05:00
Date Sent to Company: 2022-08-29T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Hello, I have been banking for XXXX century. I have used many different banks in different states and different countries. Never has a banking experience domestic or abroad, resulted in the police calling me. Today at approximately XXXX I made an impromptu stop Citizen 's Bank XXXX XXXX XXXX I needed cash and didn't want to go to XXXX XXXX XXXXXXXX which was further away. I intentionally do not carry a debit card for all of accounts. Citizen 's is one of those accounts. This has never been a problem at any location I have gone to. In fact, I rarely use my local branch where I opened the account, and when I do use them, I only use an ID. My experiences with using the ID has NEVER been met with the bias I experienced today. I presented my ID to XXXX. I explained I didn't have my debit card, and wanted to make a withdrawal. I told her I had XXXX accounts, and I wanted to check on the balance before decdeing how much to remove. I infomed her that XXXX balance was {$2400.00}, but I wasn't sure about the other. She looked at my lines and stated, " People from XXXX do not usually make withdrawals in XXXX. Are you conducting business in the area? '' Never has my address been an issue in any bank outside of my residence. Why was this a sudden pre-requisite. She proceeded to ask me question following " policy '' to protect my account. The questions seemed endless : XXXX. When was the last deposit, who made the deposit, what was the amount, where did I open the account, address of where the account was opened .... I stated this was excessive and I felt this was clear profiling. This was a new experience and unsettling experience. Rather than withdraw I was shutting down my account. She would not cooperate. I went to the manager. I was irate. I stated I would not leave without my money. If you refuse, feel free to call the police. HE DID. They came. This made me more irate. He still would not shut down my account. He did ask me more questions : Last 4 digits of my SS, middle name... He still would not give me my money. I spoke with him afterwards and he had the audacity to say he wanted to preserve the relationship. This was a crazy encounter. Bias was obvious from the very beginning.
Frequently Asked Questions
What is Complaint #5864770 about?
Complaint #5864770 was filed against Citizens Financial Group, INC. regarding Checking or savings account specifically about Closing an account. It was received by the CFPB on 2022-08-10T12:00:00-05:00.
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.