Consumer complaint received 2016-09-22
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
The issue that I am addressing is with one branch in particular, the one on XXXX XXXX in XXXX, located in my local XXXX XXXX. At every other branch that I 've gone to, the customer service has been exemplary, except at this one particular branch, and to even bring it down to a micro level, one person, XXXX XXXX. the assistant manager of the branch. I 've dealt with what I perceived to be rude behavior on a couple of occasions once on the phone and another time in person. The latest occurring on XX/XX/2016. Whilst discussing matters of my account, XXXX, in the middle of me talking, turned around and walked away from me. When addressing this, he told me that he had nothing else to say, and also that he had to make a deposit drop, without resolving my issue. I immediately went to XXXX the manager of the branch and complained about XXXX 's behavior, and I also asked for the regional manager 's information. Upon further brain storming, I realized that my argument was moot because I was able to resolve the issue, so I did not contact the regional manager. On XX/XX/2016, I received a letter telling me that my relationship with Citizens Bank was being terminated. I immediately felt that this was due to retribution because of my complaint, and possibly discrimination because I am XXXX and XXXX the Asst. Manager and XXXX the Manager of the branch are white. 
I immediately went to the branch to inquire if my account was in fact being closed due to retribution. I spoke with XXXX the manager at the XXXX XXXX branch, and he told me that they would never close a customer 's account because of a disagreement and proceeded to tell me that XXXX XXXX at the XXXX XXXX XXXX branch was in fact the person that put in the request that my account be closed. XXXX told me that he was n't even allowed to tell me that but he wanted to help me. I then went to the XXXX XXXX XXXX branch to see if more light could be shed on this situation and spoke with XXXX in customer service and with the Asst. Manager at that branch ( who were very nice ), and they told me that XXXX did not make the request for my account to be closed because they had never seen me at the branch and looking over my account they could not see why my account was being closed. All they knew is that it was being closed and that 's all they could really tell me. They were able to see that in fact the request to close my account had actually come from the XXXX XXXX branch where XXXX and XXXX worked. I then proceeded to go back to the XXXX XXXX branch to speak with XXXX again in regards to why ( in a non threatening way ) he told me that it was closed from the XXXX XXXX XXXX, when in fact in was closed from his branch. He listened and said that he did n't believe that XXXX the Asst. Manager would do something behind his back, and he told me that he would do some investigating and get back in touch with me. 
Customer service to me is tantamount. I am stickler for it, and I demand good service. If I acted the way that XXXX treated me at my job, I would have been written up or possibly fired. I am disappointed with the way I have been handled by Citizens Bank, when all I 've tried to do is be a good customer. I try my best not to bounce checks. I do n't commit fraud with my account. I do whatever I can do legally to ensure that my account stays in the positive. I sincerely believe that XXXX requested that my account be closed because I complained about his poor customer service.

Company response to consumer: Closed with explanation