Consumer complaint received 2023-12-15
Company: CITIZENS FINANCIAL GROUP, INC.
State: DC
Product: Checking or savings account
Sub-product: Savings account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
I signed up for a targeted promotion mailed to me for opening a checking and savings account and receiving a {$300.00} bonus for each one if terms were met. Citizens violated the advertized terms in multiple ways. I opened both accounts in XXXX, and there was an issue with initially funding my account in the way that was offered on the sign up page. The opening deposit did not go through. I was planning on depositing money in a different way to maintain the balance. I was having issues doing this, and I contacted Citizens, and they released a lock that was on my account. I never received any communication that the account had been closed, not just locked, or any messages that something was wrong with my account. Not even a single email. The initial terms had nothing stating that the account would be closed if this initial deposit did not go through. The terms stated the " new account must have a balance greater than XXXX and remain open and active through the payout date stated in the table below to qualify for this offer. '' I met this, it did have a balance greater than XXXX through the payout date. The only mention of a required initial deposit was that the following month a deposit must be made for {$500.00}, which I did. There was absolutely NO mention of an account being closed without an opening deposit before this. If that was required it needs to be stated. It gave the option to fund it when initially opening the account, but there was NO language stating if this step was not completed, the account would be closed. Further more, it did not state that the account was closed when it happened. I logged in multiple times and had no message stating this. The only way I found out is when I called to make another transaction and it didn't work, they told me the account had a restriction on it. But even they did not say it was closed. There was absolutely no way to find out it had been closed other than this follow up at the end of the three months. 

When I initially contacted about the terms being met and not receiving my bonus, the representative stated it appeared I had met them, and would follow up with marketing. I then received the attached email message on XX/XX/2023 stating I had not in fact met the terms, because my account was closed after not initially funding the account. The email stated " This was stipulated in the disclosures of the marketing materials you received. '' That is false, no statements were communicated in the materials, I have gone back to look at all bonus terms, as well as standard terms I am seeing on any offer for a Citizens account, and it is stated nowhere. 

I understand if an opening deposit is required and it is stated that the account will be closed if not met, then that is one thing. But to not state those terms, not accept an initial deposit, close the account without any notification, then open the account again without telling me it was closed in the first place, and then allowing me to complete all the activities when it was no longer eligible in the system, and only telling me after all this that I did not complete the terms, that is completely unacceptable.

Company response to consumer: Closed with monetary relief