Consumer complaint received 2022-03-19
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Account opened as a result of fraud

Complaint:
Hello. I have a complaint open regarding this XXXX. 
I was unable to find an area to add new documentation and information and Citizens Bank has escalated the situation. 

Citizens opened an account in my name after assuring me they would not multiple times in writing and over the phone ( please see the previous complaint and attached correspondences with Citizens ).

Since the previous complaint I received an email in response to a certified letter I sent to the Office of the Chairman. XXXX XXXX ' letter assured me they were looking into it and would handle it on XX/XX/XXXX On XX/XX/XXXX, more than a month later, I received MORE checks from them for the account they fraudulently opened. 

I just wanted this on record that rather than handling their actions, they are escalating it. 

Since this bank has proven to not be trustworthy, I am copying in all information from the previous complaint so it's very clear that they have it all together in once place. 

from complaint XXXX I had multiple XXXX accounts XXXX XXXX has changed to a wealth management bank so I received notification that my accounts would be transferred to Citizens Bank. I did not want a Citizens account, so I called Citizens and was told the only way to prevent an account from opening was to fully close my XXXX accounts. I closed my accounts fully with XXXX on XX/XX/XXXX ( receipts attached ). On XX/XX/XXXX I spoke on the phone with Citizens as well as as XXXX messaged with XXXX at Citizens. XX/XX/XXXX I had written confirmation from XXXX via email that an account would not be opened in my name if my XXXX accounts had been closed. They were away of the date I closed my XXXX accounts. On XX/XX/XXXX I received an email about my upcoming account being opened at Citizens. I spent hours on the phone trying to have my info wiped from their database and to get assurance that a Citizens account would not be opened. I spoke with an agent and eventually was able to speak with a manager XXXX on XX/XX/XXXX who refused to remove my email from their database and confirmed multiple times that no account would be opened in my name. She told me that our phone call was being recorded but when I asked for a copy for my records, I was refused. I was given an address for Citizens Office of The Chairman ( with no name attached ) from XXXX and I sent a certified letter on XX/XX/XXXX. I submitted a complaint with the New York State Department of Financial Services on XX/XX/XXXX. They closed the case asking that I submit here instead. This week I have received information that an account has in fact been opened illegally in my name at Citizens after they assured me multiple times that this would not happen. I am attaching photos of the checks and debit card they sent me this week.This company has caused hours of work on my end and between that and the fact that it involves my finances, it has caused a massive amount of stress. Thank you for helping me resolve this.

Company response to consumer: Closed with explanation