Consumer complaint received 2023-10-28
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Opening an account
Sub-issue: Unable to open an account

Complaint:
I opened a checking and savings account online on XX/XX/23 with Citizens Bank. While setting up that account, I also set up a {$550.00} dollar transfer from a XXXX XXXX account. I also signed up for the mobile banking. Then my account got blocked and was no longer able to access my online bank and everything was put on hold, including the transfer. I called customer service who informed me that I needed to go inside the branch and show a proof of address. I scheduled an appointment for that same day. I called the branch 30 minutes before my appointment just to make sure that I was bringing in the proper documents. They informed me that their system had been down for hours and they were not going to be able to see me. XX/XX/23 I walked into the branch, waited in line for over 30 minutes and was told that I could not be seen since I did not have an appointment. I immediately scheduled an appointment for XX/XX/23 with the branch manager XXXX XXXX. I showed up for my scheduled appointment and had to wait in line for over 30 minutes. It seemed as if the Manager was talking first come first serve, although I had just gotten turned away 2 days prior for not having an appointment. When it was my turn the manager immediately told me that she couldnt help me with my issue because she had other appointments to get to. She reluctantly took me but I didnt have the right document. I scheduled another appointment for later that same day to provide the proper documentation. When I came back I waited in line for over an hour and 15 minutes. The manager brushed me off to one of the regular tellers who kept having to ask her for her help. The teller verified my address on the computer but didnt even look at the document that I was told I needed to bring in. My account was locked for 2 days after this date. I called customer service and they advised that I had to speak with them and a branch representative at the same time in order to rectify my issue. I scheduled an appointment on XX/XX/23 at XXXX with XXXX XXXX so we can call customer service together as advised and just quickly verify my identity and address. I show up to my scheduled appointment and have to wait over 20 minutes. When it is my turn, I explain to XXXX XXXX whats going on and that we have to quickly call customer service in order to unblock my account. Before I could even finish my statement, she cuts me off by telling me that she can not help me because she has other appointments to tend to. I explain to her that I have a scheduled appointment with her and I refuse to be brushed off for the third time at this point. I explain that my appointments are not being honored and my issue is unresolved. She proceeds to tell me that it is my fault for opening an account online and not in the branch. She repeatedly said she was not helping me because the branch was short staffed and tried to take the next customer while I was still sitting in front of her asking her to honor my 30 minute appointment slot. She demanded that I push over to the side and she would have another teller assist me but I had to wait. When I moved aside so she can take the next customer and so I can reach a customer service rep on the phone, she started to talk about me and mock me to her coworkers and the next customer right in front of me. She even said Look at you, still need my help? Trying to humiliate me for still needing assistance after being rejected by her. When I finally got hold of a customer service representative, she was ignoring me while I was asking for help. One of the tellers ended up trying to help me to the best of their ability but my account is still locked. I tried calling customer service again after leaving the branch. They tried to call the branch on three way to try to get it resolved but they were hung up on by the branch manager. That customer service representative put noted in the file about the unprofessionalism. I filed a formal complaint with Citizens Bank but my issue is yet to be resolved and I have a {$550.00} transfer on hold. I feel embarrassed, ridiculed and belittled after leaving the branch. XXXX XXXX was the most unprofessional person I have ever encountered in my entire life.

Company response to consumer: Closed with explanation