Consumer complaint received 2020-05-12
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
Several years back, I started to have problems with Citizens Bank. 

First off, I keep money in banks as liquid emergency funds for various expenses, foreseen and unforeseen. 

The interest rates are negligible, so, I don't pay much attention to the accounts - they are there, if and when I need them. 

I started to notice that a particular account was decreasing in value. 

Upon inquiry, I was told that the bank was now charging a fee for paper statements that are mailed to me. 

I stopped having paper documents mailed to my home. 

Also, anytime I came in to open an account or a CD, I was forced either to get a debit card as well, in the case of opening a new account ; or, a new account when I wanted to open a CD. 

On one of these occasions when I was opening a new CD I was told to open an account, and, I opted to have no paper statements mailed to the home, since I knew from the previous incident that I would be charged. 

We have accounts in two other banks and are not charged for these services. 

Similar coercive and misleading practices have sparked investigations against other banks. 

Some time went by and someone from my branch gave me a call to inform me that I have been charged {$25.00} a month, for 18 months, due to my account being " dormant ''. 

I have never been compelled to interact with my accounts at other banks - I didn't even know that such a stipulation existed. 

After pleading my case with the branch manager 6 months of fees were restored to my account on XX/XX/2020. 

However, this is unacceptable. 

In my opinion, this bank has basically stolen {$300.00} out of my account. 

One of the employees said that she was trying to reach me concerning this matter but she never left a message. 

I keep my phone off the hook because I am plagued by unwanted robo calls. 

I just happened to have the phone on the hook because I was expecting an important call when the phone rang. When I answered, it was the representative from Citizens Bank. 

So, I have representatives not leaving messages and I can not read statements that show the ongoing penalty. 

I realize that I was able to read the statements on line but I refrain from that practice because my computer system is old and susceptible to security risk. 
Security breaches have already happened on several occasions. 

I don't do anything on line - I don't even pay utilities or credit card bills on line. 

I only use the Internet for commerce in limited situations when purchasing something at XXXX or XXXX that I can not easily get at a local store. 

I don't believe that Citizens Bank had the right to deduct and take away this money from my account. 

This money belongs to me, and, this would be a non-issue if they didn't force me to open the account in the first place. 

I have taken financial hits during the Covid-19 pandemic and I really need every XXXX of my own money. 

I contacted Citizens Bank on Friday, XX/XX/2020, concerning this matter. 
They told me that they would have someone contact me by the end of business day the following Tuesday. 

For three days I kept my phone on the hook but did not receive a phone call from Citizens Bank, just solicitation from other sources. 

Can you please help and investigate this matter so that I can have my money restored? 

Thank you.

Company response to consumer: Closed with explanation