Consumer complaint received 2022-03-25
Company: CITIZENS FINANCIAL GROUP, INC.
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
I was an XXXX XXXX, XXXX sold/transferred my checking account to Citizens Bank XXXX I'm currently residing in XXXX, which is a large part of the issue. This change occurred on XX/XX/XXXX, Citizens has my checking account, my SSI direct deposit, I can not access my funds with a debit card. 

My issue is obtaining a PIN # for my debit card. After several attempts I did receive a debit card, but no PIN #. I have tried on several occasions, see below, to obtain a PIN #. Calls for me to the US are {$.00} minuet, so I would like to use Chat, which Citizens Bank does not offer, or Messenger. Below is my diary so far. 

XXXX I called and spoke to a representative, I did not receive my welcome package. Your representative was helpful, requested that I give it another 10 days because I live in XXXX. 
XXXX Called again, on hold for 45 minutes, hung up. Sent a message on XXXX XXXX, received a response requesting my phone number which I provided. I received a call from your representative, she requested a replacement debit card and pin, I still have not received the original ones. I was charged {$12.00} for the expedited shipping, its OK but this was not discussed prior to occurring. She worked with me to get me online, which we were successful. I can access the online web portal still today, but the SMS text feature does not work, the call back does work. I use a SMS service while abroad to receive security texts, this works with XXXX, XXXX XXXX and XXXX XXXX  XXXX  XXXX, but not Citizens Bank? 
XXXX I received the new debit card, no pin, the instructions were to use the original pin which I havent received. Called again, on hold for 30 minutes, the representative said they were sending me a new pin but for better service download the app where I can change the pin anytime. Im in XXXX, I can not download your app. 
XXXX I attempted to pay my XXXX credit card bill with my Citizens Bank account XXXX simple process but I receive an error message at XXXX request can not be completed, check your account details. Went to Citizens Bank web portal, logged in and selected bill pay to set up from Citizens, received an error message there to contact customer support. I called Citizens Bank Support, the XXXX indicated greater than 20 minutes wait time, I became frustrated after 60 minutes and hung up. 
XXXX Sent the above to Citizens by XXXX, received a response from XXXX. She credited back the {$12.00}, requested a new PIN by XXXX. She verified that my account with Citizens Bank was active, however I can not use bill pay due to having an XXXX address. She suggested that I contact XXXX to see if they can help with the error. Contacted XXXX, they were helpful, set up my XXXX credit card to accept payment from Citizens Bank checking account. 
XXXX Sent a message on messenger to verify that the PIN was sent via XXXX, received a response from XXXX. She stated that they couldnt trace the replacement pin, but all emergency pins go by XXXX. She acknowledged that I had requested a replacement and that it was processed. Going to wait a few more days before escalation. 
XXXX Received my Citizens Bank welcome package that was mailed late XXXX, however no PIN #.

Company response to consumer: Closed with explanation