Checking or savings account -- Managing an account -- Complaint #8247246
Complaint Overview
Complaint ID: 8247246
Company: Citizens Financial Group, INC.
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem accessing account
State: Pennsylvania
ZIP Code: 190XX
Date Received: 2024-01-29T12:00:00-05:00
Date Sent to Company: 2024-01-29T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
XXXX XXXX XXXX ET to XXXX XXXX ET : Attempts to login to Citizen Bank App on XXXX reported : " LOGIN FAILED Your account is inaccessible at this time. Please try again later. CANCEL '' I contacted a representative using Chat on the web interface. I performed the following troubleshooting tasks : - Installed/uninstalled/installed app - Reset password - Confirmed able to login on XXXX XXXX XXXX XXXX XXXXXXXX - Confirmed able to login on XXXX XXXX XXXX browser After 15+ minutes on chat and 18:00+ minutes on the phone I was finally connected to a manager who informed me that there was a known issue with the app, and I needed to try again later. A functional support organization could have easily posted a notice to the website that the app was down and informed their support personnel. Instead, I had to go through pointless troubleshooting and long waits to finally be informed correctly. The customer support for Citizens Bank is terrible. In addition, the computing infrastructure and app should not be down during normal banking hours.
Frequently Asked Questions
What is Complaint #8247246 about?
Complaint #8247246 was filed against Citizens Financial Group, INC. regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2024-01-29T12:00:00-05:00.
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.