Consumer complaint received 2015-10-27
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
Hi, I have a circle checking account ( # XXXX XXXX XXXX ) with Citizens bank. 
I recently visited a branch XX/XX/XXXX to deposit a check and during that visit was told that my account is dormant. Apparently since XX/XX/XXXX up to this point, due to my account being inactive, I have been charged monthly fee of {$5.00}. 
Since XX/XX/XXXX was Saturday, the manager at that branch was not able to answer questions on when did my account started being dormant, why there has been no communication from bank about it, I went to my regular branch ( XXXX XXXX XXXX, XXXX ) to inquire about my account. I wanted to check why bank have NOT notify me in anyway about changes to my account status from active to dormant. I also did not receive any notification that I will be charged fees for keeping this account. The bank representative told me that I have eStatements, and if I have logged in and checked my balance, I would notice that I am being charged fees. 
I may have logged in to the account, but I believe bank eStatement are different that receiving notification from bank about account change. In my opinion, I should have received letter sent to my home address notifying me about charges that I will be occurring for keeping this account. I logged in today and tried to see if bank send me any notification via their system, but since they started charging me XX/XX/XXXX, I am not able to review any information ( see attached for showing no eNotices on my account ). The representative in the bank said that they can not see any communication on my account, but eStatements. 
Attached is my XX/XX/XXXX eStatement. I do not see any explanation of those dormant charges ... there is a note saying that I can waive a {$15.00} maintenance fee if I keep certain balance on the account ( see attached ), however I do not think this applicable to my account. 
However, there is no information what the dormant account means, when it started and what I have to do as customer to avoid this fee. I think this falls into UDaP ( unfair and Deceptive practice ), since bank did not notify customer of charges to the account. Yes, I could have logged in to the account to check my statement but I think with such substantial change of the account terms, there should have been a courtesy letter sent to my home address to notify me. There also should have been better explanation of the charge ( why am I being charged this and what I can do to stop being charged this fee ). I am very disappointed that bank would take {$95.00} dollars from my account. I can not believe that bank would charge me for 19 months a set fee and would not notify me. I know that they have correct correspondence address on the account, since they sent me a new ATM card. If I would have not go to the bank to deposit a check, I would continue to be unaware of diminishing account founds. At what point would bank notify me about the charges, when I would run out of money? 
Please advise of best way to receive refund of those charges. In my belief my account should have {$550.00} not {$450.00}. How do I go about receiving {$95.00} back into my account? I appreciate you looking into my case. 
When I visited the XXXX XXXX XXXX branch ( XX/XX/XXXX ), I was informed that I should have received a letter from the bank notifying me about upcoming charges and that I should have signed it and return it to the bank. The bank was looking into archive to determine if they have a copy of signed letter in their records, as I do not recall receiving and signing such letter. As of today ( XX/XX/XXXX ), I have not heard back from bank about their research. 
Thank you for your help in resolving this case.

Company response to consumer: Closed with monetary relief