Consumer complaint received 2018-11-12
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
My son attends classes at the XXXX XXXX XXXX School on Sundays from XXXX-XXXX. This is the second time he has attended classes at this school. Today, ( XX/XX/2018 ), I went to go submit my notice for cancellation of class. When my son was enrolled the first time, ( XX/XX/2018 ), the General Manager ( XXXX ) walked me through the process of how to cancel classes. She sent me a personal email which stated I needed to come fill out a form in person and submit it to herself or the Owner ( XXXX ) with a minimum of 1 weeks notice. Since everything worked out fine the first time, I waited until today to submit the form with plans to end class on XX/XX/XXXX. The owner, XXXX, said notice must be given 30 days prior. In addition to that, since 30 would put me into XXXX, I would be mandated to pay for the FULL month of XXXX ( {$65.00} ) eventho he would only attend the first 2 classes. The school is not even open for the last two weekends in XXXX due to XX/XX/XXXX and XX/XX/XXXX! so i would be paying for a full month for half the service regardless! I explained to XXXX that XXXX had me give less notice only a few months before but he would not budge. He was so forcefull with demanding I pay for XXXX that it sent me into a XXXX XXXX. At first he said this policy was in place for over a year, then as the conversation drew on he insisted this has always been the policy and there has never been another cancellation method. Iwent through my emails, found the email that XXXX ( the General Manager ) told me to give one week notice to cancel. The email was dated for XX/XX/2018 at XXXX. I forwarded it to XXXX. He continued to defend that that is not the policy and he can not budge. I requested a copy of my cancellation documentation from XX/XX/2018. I told him I wanted to see several things ; 1 ) I wanted to prove that the date I signed the agreement and the date I put as my last class were not 30 days apart and the agreement was validated. 2 ) I wanted to see if the agreement infact indicated 30 days notice was mandatory ; because if it was, his GM gave me bad advice and if its not, that means he  is lying to me. XXXX refused to provide the documentation for review. He then changed his claim and said the cancellation policy came into effect after XXXX emailed me on XX/XX/2018. XXXX continued to change his story and demand payment. Payments come out of my cheching account automatically on the XXXX of each month. I attempted to deactivate my card on my XXXX XXXX account but I am not confident it was successful. 

I Know for a fact XXXX is attacking me on a personal level. 

In XXXX, I went to the school and told XXXX I needed to change my payment account information. She gave me bad/incorrect advise which resulted in me overdrafting {$52.00} and accruing {$16.00} in overdraft fees. XXXX became involved when he refused to refund my money and fix the situation. He insisted applied a credit to my swim account. I was completely unsatisfied and pointed out that XXXX and XXXX never agree on the same prompts, they clearly do not communicate with one another and the management their school has is pure chaos. XXXX was clearly upset with me when I told him Ive seen better management at Lemonade stands. It is because of this exchange, that I know he is being unreasonable and unnecessarily cruel. Like I stated before, XXXX 's aggressive behavior threw me into a XXXX XXXX for most of the day. 
I told him repeatedly that all I want is to just end my membership on XX/XX/2018, not pay {$65.00} for XXXX ( since I wont be receiving any services ) and just never see him or his business again! I begged him to stop this nonsense and just cut ties ; to use my constant terrible experience as rationale for breaking policy. XXXX refused ; he even refused to prorate the cost for XXXX.

Company response to consumer: Closed with explanation