Consumer complaint received 2019-06-14
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
This complaint corresponds with already submitted COMPLAINT XXXX. 

The following is a written statement of complaint against, Citizens Bank, XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX, XXXX , PA XXXX, telephone number XXXX. The attach documents and having two separate conversations with XXXX XXXX, XXXX ID # XXXX, Multi Site Branch Manager and XXXX XXXX, XXXX ID # XXXX, Relationship Banker at the XXXX Branch supports the following request. 

I am requesting that I receive a full refund of {$2900.00} for overdraft fees that I was charged illegally and/or incorrectly from XX/XX/XXXX through XX/XX/XXXX. 

Upon meeting with Ms. XXXX and Mr. XXXX I was discriminated based on my XXXX and financial disposition. Additional I have been a victimized of ridicule, derogatory comments, threats, and put-downs. 

Wednesday, XX/XX/XXXX we met with XXXX XXXX at Citizens Bank, XXXX Branch to discuss the following issues : 1. Why did the bank on XX/XX/XXXX issue a Credit Memo of {$790.00} to checking account ending in XXXX and a Debit Memo of {$790.00} to checking account ending in XXXX on the same day? Who issued this transaction and why? 
2. Citizens Bank illegally and fraudulently transferred funds resulted in the customer to be charged additional overdraft fees of {$410.00} to checking account ending in XXXX. 
3. XX/XX/XXXX customer received letter of Notification of Overdrawn Account in the amount of {$990.00}. Checking account was overdrawn since XX/XX/XXXX till XX/XX/XXXX. Citizens Bank never transferred funds from XXXX checking account XXXX and the letter was only addressed to XXXX XXXX 4. XXXX XXXX never signed any documents for financial responsibility to be checking account XXXX nor was there any linked accounts to XXXX 5. Why didnt the bank transfer funds when checking account XXXX was overdrawn prior months, Customer was charged a total of {$2900.00} in overdraft fees. 
6. The Bank clearly did not provide management services for customer. Took advantage 7. Why didnt the bank notified us before transaction was done? 
8. We removed XXXX XXXX off checking account XXXX. 
9. We removed Overdraft Protection of checking account XXXX. 
10. I made it very clear that the bank should never allow any type of transactions that would cause checking account XXXX to be overdrawn. The Bank should decline any transactions that would cause an overdraft for insufficient funds. I requested the bank to never honor any transactions if there is not enough funds in the account. Ms. XXXX fraudulently mismanaged checking account XXXX 11. XXXX never signed document to be added to checking account XXXX. Bank fraudulently had documents signed 12. There was never any link between checking accounts XXXX and XXXX. 


Ms. XXXX response to the above questions to us was as follows : The bank is permitted to recover funds from any other accounts at any time. The bank issued a Debit and Credit Memo because I am a habitual customer that overdraws her checking account. If the bank didnt issue the Debit Memo the bank could have closed checking account XXXX. Only one person on the account is required to Opt-In for Debit Card Overdraft Coverage making the other person liable for any debts. That the two checking accounts XXXX and XXXX was linked together. Ms. XXXX informed me and my son that she is new in her position with only 3 months experience that she would need to discuss it with XXXX and her supervisor XXXX XXXX. Within a couple days I would here from her. 

Ms. XXXX could not produce any documents stating the bank policies on transferring funds or produce a copy of the sign document that added my son XXXX to my checking account. I informed Ms. XXXX that it would have been to my benefit if the bank would of closed my account on XX/XX/XXXX instead of taking monies illegally from my sons account and causing me to overdraw my account again and be charged enormous fees within a matter of days resulting {$410.00} overdraft fees. As far as me being a habitual customer that overdraws my checking account was a Service offer to me by Citizens Bank, which in fact that I paid extremely outrageous overdraft fees. Ms. XXXX remarks to me was discriminatory and demeaning. I did inform her that I was disable and this has caused undue distress and a financial disposition. Ms. XXXX treated me as less than customer. 

Ms. XXXX could not provide answers to the following questions I asked : 1. Why didnt Citizens Bank issue Credit Memo toward my previous overdraft on XX/XX/XXXX in the amount of {$990.00}. 
2. Ms. XXXX indicated that the accounts were linked together then if that was the case why didnt Citizens Bank transfer funds to cover each overdrawn transaction and NOT CHARGE ME AN ENORMEOUS AMOUNT OF FEES. According to Ms. XXXX answers I am entitled to a full refund of all fees charged on my checking account. 
3. Why did the bank take advantage of me by keeping my Debit Card active and causing me to encounter additional banking fees? 
4. Ms. XXXX stated that I had prior adjustments for banking fees previously that I have exceeded anymore adjustments. 


Since I was not getting anywhere with Ms. XXXX, we proceeded to remove XXXX XXXX off my checking account XXXX. Also, I made it very clear that I no longer want overdraft protection and that I do not want any transactions to process if there is not enough money in the checking account. I want the bank to decline the transaction for insufficient funds. I no longer want to be charge overdraft fees, etc.. My son was there and witness the discussion. Ms. XXXX assured me that nothing will process if there is not enough funds in the checking account the bank will decline payment. 

On Friday XX/XX/XXXX I went to the XXXX Branch and ran into XXXX. I asked her if she had a chance to talk to XXXX XXXX about checking accounts. She informed me that did not that she was very busy all morning that she didnt know what was going on. I approached XXXX XXXX and refreshed her memory that I didnt here from here and XXXX wasnt informed. Ms. XXXX said that she spoke to her supervisor and he denied and adjustments to my checking account and that the Debit Memo will not be adjusted on my sons account. I was upset that I never heard from anyone and my situation was never discussed with XXXX. Once again I reiterated my complaint and confusion concerning the Banks actions as follows : XXXX never signed any documents to be part of my account. 
That our accounts are not linked together Why did the bank take money now from his account and applied it to my account causing more fees.? 
Who authorized this decision to do this? 
Why didnt the bank transfer funds in prior months so I wouldnt get charged overdraft fees. {$2900.00}. 
Why didnt the bank just close my account XXXX? 
On XX/XX/XXXX I received an overdrawn account letter that was only addressed to me. Ms. XXXX with derogatory comments about my financial disposition was degrading. Again Ms. XXXX informed me that I am a habitual customer that overdraws her checking account and I have agreed to pay the overdraft protection. 

I told Ms. XXXX that her answer was unacceptable, and her service provided to me lacked any type of investigation and I asked Ms. XXXX who was her supervisor and she said XXXX XXXX. I requested for Ms. XXXX to have him please call me later in the day when he gets a chance. I never heard from Mr. XXXX. 

On Tuesday, XX/XX/XXXX I called the XXXX Branch to schedule a meeting with XXXX XXXX at XXXX XXXX that I am very upset and that the bank overdrawn my account when I made it very clear that no transactions should be approved if there is not enough money in the account. A preauthorized debit was made of {$110.00} to the XXXX XXXX causing my account to be overdrawn {$21.00}. 

My son and I meet with XXXX XXXX, XXXX ID # XXXX. Multi-Site Branch Manager at the XXXX Branch. Mr. XXXX did not take us to a private office. We were seated in an open cubical area in the middle of the bank. I said the exact same thing to Mr. XXXX as I said to Ms. XXXX. My son told Mr. XXXX that he did not sign any forms permitting the bank to take {$790.00} from his personal checking account and he requested the funds back into his account. Mr. XXXX basically sat there and said that I already received 2 adjustments and that he can not permit anymore adjustments to my account. I told him that the bank was incorrect that I am being taken advantage. Mr. XXXX could not provide me with any answers to my questions nor was he willing to call the XXXX XXXX XXXX. Mr. XXXX stared at his computer screen while I strongly felt that the bank was partially at fault and should take responsibility. I felt that a compromise on the Banks part will be acceptable. Mr. XXXX refused to review my account and kept replying that no credits will be issued. I informed Mr. XXXX that mistakes happen however I will not allow to be taken advantage of. I pointed out that his employee Ms. XXXX was told that I did not want anyone accessing my checking account that can cause it to be overdrawn {$21.00} I want the bank to deny any transactions that could cause my account to be overdrawn. Ms. XXXX did not change my account and caused my checking account to be overdrawn. Mr. XXXX viewed the transaction on his computer screen and remark that a Preauthorized transaction was made to the XXXX XXXX. Mr. XXXX said obviously you are having financial problems, the XXXX XXXX. Mr. XXXX prejudice comments are offensive and discriminatory. 

At this time Ms. XXXX walked into our meeting and interrupted saying that was not her fault that happened. I told Ms. XXXX that this is a private meeting with her supervisor that I do not want her present at the meeting. Ms. XXXX indicated that I am yelling at Mr. XXXX and she will not allow that. I told her that I was not yelling that I was upset and not willing to be taken advantage of. Then Ms. XXXX threaten to call the XXXX police and have us remove and threaten to close my checking account. I turned to Mr. XXXX and told him that his employee is threatening me and my son and that I would welcome for the police to intervene. I told Mr. XXXX that my son and I are customers of the bank and are being victims of a discriminatory practice. Mr. XXXX said that he will not make any adjustments and gave me a phone number for the department that did the transaction. I felt that he should of looked into that and should have been part of his investigation. For the last time I informed Mr. XXXX that we are willing to accept a compromise and are open to options. Mr. XXXX said nothing and I told him that I will file a complaint with the Attorney General and requested his and Ms. XXXX business card. 

My son told Mr. XXXX that he wanted to close his checking account and I wanted to pay the overdrawn amount of {$21.00}. We went over to the teller counter when Mr. XXXX told me that I would be charge a {$35.00} overdraft fee that evening for overdrawing the account. I told him that when I make the deposit the account is zero. I do not owe anything else. Ms. XXXX and Mr. XXXX both said that you have 24 hours to bring you account to a positive without being charge. Mr. XXXX denied saying that. Mr. XXXX would not initialize the receipt. He said he did enough for me. He called my son up to close his account and told me to step away from the counter and my son made it very clear that this is my mother she can stay right where she is. 

At this time Mr. XXXX yelled out to a customer standing in line and said that Ms. XXXX probably wants you to give her your name to be a witness. I was harassed and disgraced as well as the customer standing in line. Mr. XXXX informed my son that he could not close his account that he had debit purchases pending. He can close the account the next day. My son said fine and Mr. XXXX said, You do not have to come back to this branch to close your account you can go to another branch to do it. This is HARASSMENT and UNFAIR PRACTICE. 

My son and I both open our checking accounts at the XXXX Branch. I personally opened my checking account ending in XXXX with {$40000.00}. Unquestionable that Ms. XXXX and Mr. XXXX behavior discrimination treatment showed direct discrimination and unfair treatment. 

I am requesting that both employees should be removed from their positions as a customer representative and a full refund of all the overdraft fees to my checking account ending in XXXX, which I believe to be {$2900.00}. Our checking accounts remain active until this horrible, traumatic experience is settled. I am eager to settle this without further legal recourse. 

Regards, XXXX XXXX Attached Bank Statement Showing Debit Memo and additional overdraft fees Letter dated XX/XX/XXXX with XXXX XXXX name Overdrawn Account {$990.00}. 
Email dated XX/XX/XXXX to XXXX XXXX for Overdraft Protection. 
Bank Statements showing overdraft fees from XX/XX/XXXX to XX/XX/XXXX. 
Bank receipts showing balance prior to the transaction causing the overdraft. Bank receipt showing payment made to bring account out of overdraft.

Company response to consumer: Closed with explanation