Checking or savings account -- Managing an account -- Complaint #9829279
Complaint Overview
Complaint ID: 9829279
Company: Citizens Financial Group, INC.
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem accessing account
State: New Jersey
ZIP Code: 070XX
Date Received: 2024-08-16T12:00:00-05:00
Date Sent to Company: 2024-08-16T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I took over as the XXXX for a non-profit corporation that banks with Citizens. The prior XXXX arranged a meeting with the branch XXXX to remove the prior XXXX from our accounts at Citizens, and add me as the XXXX of the accounts. We have XXXX savings accounts and XXXX checking accounts. The meeting at the branch took place on XX/XX/year> at the Citizens Bank XXXX XXXXXX/XX/XXXXWe had the officers of the non-profit meet with the branch XXXX, and we signed documents, etc. I was told by the branch XXXX that administrative control was transferred to my name, and that I should try logging in to the accounts when I got home. We left the branch, and I was unable to register for online access using the Citizens app. I waited until the following week to follow-up with the branch. I called and was told the branch XXXX was on vacation. Over the course of the next week, I followed up numerous times. I asked for the branch XXXX to call me, but never heard from him again. I sent at least XXXX emails, and requested several times to the branch employees to have the branch XXXX contact me, but I never heard from him. XXXX of the branch staff reset the password linked to the treasurer 's email address, which I had access to, and I was able to login as the XXXX on XX/XX/year>. The old XXXX 's contact information was still listed on the account, and the account was still tied to his cell phone number. I spoke to branch staff several times to have this resolved, but as of XX/XX/year>, the former XXXX 's contact information is still tied to the account. I was concerned that the former XXXX could still access the account, given XXXX authentication was still tied to his phone number. This also made me concerned about the internal controls of the bank. I closed the accounts with Citizens today, and felt the need to file a formal complaint.
Frequently Asked Questions
What is Complaint #9829279 about?
Complaint #9829279 was filed against Citizens Financial Group, INC. regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2024-08-16T12:00:00-05:00.
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.