Consumer complaint received 2018-12-12
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
In XX/XX/2014 I opened a checking account with Citizens Bank. I had several months of activity and then unfortunately, had some significant family issues and forgot about the account. The last transaction I initiated with this account was on XX/XX/2014. At this time, my balance was {$510.00}. 

Because there were no deposits made into the account, Citizens charged my account a " Monthly Maintenance Fee '' of $ XXXX/ each month. Since XX/XX/2014, my once robust account balance has been totally depleted and I am now in a negative balance. 

I have not received any paper or electronic statements about this account in the last 4 years. In fact, I totally forgot about the account until I received an overdraft notice in early XXXX. When I received it, I called the Customer Service number and explained the situation. The woman I spoke with was extremely helpful and reversed several of the fees to bring my account out of a negative balance. She then said that she wished that she could reverse them all, but she was not able to from the call center. She then encouraged me to go into a branch where they could do this for me, and fully resolve the issue. 

Since I work full-time out of the area, I am not able to easily get to a full service branch ( where I needed to go ). I was finally able to get to the XXXX branch on XXXX XXXX. I spoke with XXXX XXXX who also consulted with XXXX, the Asst Mgr/Head Teller. They were able to reverse several fees but needed the approval of the Branch manager XXXX XXXX to do more. Ms XXXX was on vacation, but XXXX emailed her as I was sitting there and assured me that she would be in touch the following Monday when she returned from vacation and would resolve the issue for me. I spent a significant amount of time in the branch as XXXX researched and then documented our conversation. In all, I spent well over an hour in the branch as this was being " resolved ''. 

The following week, I did not hear from Ms XXXX or anyone from the branch. I called several times to try to reach her, but she was never available to speak. I also emailed her several times. I then called again later in the week and spoke with XXXX. He said that he would email XXXX again and she would call me Monday. On Monday, I emailed the branch manager again and also called her with no response. I then emailed and called her again today ( Wednesday ) looking for a resolution. 

I have now spent HOURS on something that I was told should be an easy remedy. Since there was no account owner activity in the account, it should have been made dormant. At the very least, someone should have notified me of what was happening. The fact that I did not receive any communications from the bank about my account is unacceptable. 

Not only am I upset that my account was not made dormant when there were no account owner activity, but it has been amplified by the lack of respect and response that I have received from the branch. Plus, the last notification that I just received said that my information was being turned over to a collections company due to the overdraft fees not being paid. This was supposedly done, several times. 

I am really hoping that someone can help me resolve this issue, and prevent this from happening to someone else. The fact that my calls and emails have been ignored for over 3 weeks is extremely upsetting. 

Thank you!

Company response to consumer: Closed with monetary relief