Checking or savings account -- Managing an account -- Complaint #5986994
Complaint Overview
Complaint ID: 5986994
Company: Citizens Financial Group, INC.
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Fee problem
State: Massachusetts
ZIP Code: 01905
Date Received: 2022-09-15T12:00:00-05:00
Date Sent to Company: 2022-09-15T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Hello, I bank with Citizens bank for a few years now. I recently overdrew my account on XX/XX/XXXX and Citizens overdraft policy states that if the deposit is made on the account on the second day after the account is overdrawn then the fee will not be assessed to the account. I made the deposit and Citizens bank still billed me the fee. I spoke with a customer service agent today who told me something different. The agent told me and I quote : " In order to avoid any overdraft fees, the account must be brought back and stay in a positive balance by the end of the same business the account became overdrawn. '' It appears Citizens has one policy posted on their website and is enforcing another rule via the agents. I asked the agent twice and this is what the agent shared with me. However Citizens send me an email informing me of something else. The email is attached below. The email states that once the account is overdrawn then you have until the next day to make the deposit. This is the most recent email they sent me, but for some reason they did not follow this rule on XX/XX/XXXX The current balance in your account ending in XXXX did not cover one or more transactions on XX/XX/XXXX, which has overdrawn your account by {$140.00}. Mistakes happen we know; were people too! And were ready to help. With Citizens Peace of Mind, if you overdraw your account, you get extra time to cover it. Then, well rebate any associated overdraft fees as if they never happened. How much time do I have? You have until XXXX XXXX on XX/XX/XXXX to make an eligible deposit or transfer. How much money do I need? You need to deposit or transfer enough funds to cover the overdraft, plus any new transactions such as automatic payments or debits due before the deadline. Can you please assist me to have the fees that was charged in a deceptive manner rebated. Thank you.
Frequently Asked Questions
What is Complaint #5986994 about?
Complaint #5986994 was filed against Citizens Financial Group, INC. regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2022-09-15T12:00:00-05:00.
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.