Consumer complaint received 2021-05-07
Company: CITIZENS FINANCIAL GROUP, INC.
State: NH
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Identity theft protection or other monitoring services
Sub-issue: Didn't receive services that were advertised

Complaint:
On XX/XX/XXXX I walked into Citizens Bank and met XXXX XXXX XXXX ID # XXXX on XXXX XXXX XXXX XXXX XXXX, NH XXXX. I have a XXXX XXXX XXXX XXXX that is Federal and I am looking for a certified management team with at least 5 years banking and management expertise. I am currently interviewing Branch Managers and Bankers to work with my modeling agency and set up new business accounts. I am the XXXX  of the Agency and I have over 25 years of banking, insurance, executive management and certified supervisor experience. I have holding accounts at XXXX XXXX XXXX XXXX. When I met XXXX I clearly stated my reasons for the interview. We spoke about the history of the agency, staff, competitive advantages, consumer services provided, current financial resources, training, certifications, 10 year investment plans, safety, security, stability and current issues I gave XXXX XXXX my confidential XXXX XXXX XXXX Business Plan, Resources, Application, Sample Contract, Policies, Marketing, EIN, State of New Hampshire Department of State XXXX Annual Report, Active Status, Certificate number, Business number, Consumer Reports, Financial Strength,, Hiring Goals and Financial Management needs. XXXX XXXX took all my information and told me that she would call me. I left her with a message, " Take your time and read everything, do you research and call me if you have any questions. '' On XX/XX/XXXX at XXXX I scheduled interview with Branch Manager XXXX XXXX at the same location at XXXX XXXX. When I walked in XXXX did not acknowledge me, which made me very uncomfortable. I had given XXXX XXXX all my XXXX  XXXX XXXX XXXX business information and she did not even say hi to me in morning meetings. I watched her in XXXX XXXX 's office ducking down and pointing at the Citizen 's Bank employee across the lobby. I knew she was talking about him I walked around the lobby and collected the Bank Teller business cards and Citizens Bank Marketing information. I mentioned to the Bank Teller I have an account on a Fraud watch because I filed a FTC Identity Theft Report on a Bartender who was using my model names and serving them alcohol, holding their Personal ID 's in his bartending system. I told the tellers, " I am very concerned with Bank Fraud Issues, Identity Theft and Poor Investments. '' Then I sat down and waited to be called in for my interview. 

. XXXX XXXX called me into his office and introduced himself. I had a copy of the current Student Loan Promotions. I am aware of the services XXXX XXXX was trying to sell me on. XXXX XXXX asked me, " What brings you in today? '' I said, " I am the XXXX  of a XXXX XXXX XXXX and I am looking for a finance manager to establish a new account for the models. '' He then asked, " OK, so tell me a little bit about yourself '' I said, " When I was XXXX I opened a Citizens Bank account on XXXX XXXX. in XXXX, NH. '' Then I asked XXXX, " Now tell me a little bit about yourself. '' XXXX XXXX replied, " I do not give out my personal information. '' I said, " OK XXXX, you are the manager and you want me and consumers to give you our personal information but you will not give us your personal information. How is that legal? '' He said, " I do not know what you are talking about. '' I said, " OK. My next question is because you are offering student loans how do you invest my money? Do you invest in alcohol and drug companies? '' XXXX XXXX says to me, " I do not understand. '' I asked, " You do not understand my question? " XXXX said again, " I do not understand what you are asking me. '' I asked XXXX, " How long have you worked at Citizens Bank? '' XXXX replied, " I have been here for a year. '' I asked, " You are the branch manager and by looking at your name badge you went to XXXX XXXX? '' XXXX replied, " Yes, but I do not know how that refers to your question. '' Right then and there I knew XXXX XXXX was a banking fraud. He was incompetent to answer my first simple question about personal banking and then he could no answer any questions about Student Loan Services and Financial Guarantees. I told XXXX, " XXXX I am going to have to file this to the FTC because I think your are not providing the services you are employed to do. '' He said, " I am sorry, what did you say? '' I said, " I do not think you have the skills to be a manager here and you are more fit to be a teller. '' XXXX demanded, " You are to leave my office right now and not come back to this branch. '' I said, " OK and I am going to call the police because I think you are pushing alcohol at this branch and I think you might be drinking alcohol. '' I left the office and immediately called the XXXX Police Department, XXXX Police Department, NH Drug Monitoring, Consumer Protection, The Attorney Generals Office and My personal injury lawyer. I also went into the XXXX court to file a financial findings report at Citizens Bank and I gave the information to the Deputy Sherriff the same afternoon. 

As a CEO I have to protect my consumers and staff from fraudulent banking services involving social security numbers and income. I do not want to set up a payroll with a Manager named XXXX XXXX who can not even tell me if he invested in a drug or alcohol company at Citizens Bank and refused to answer my questions confidently and professionally. I do not trust XXXX XXXX with consumer 's money, loans, personal information or any federal financial documents. Please remove XXXX XXXX 's position at Citizen 's Bank Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation