Consumer complaint received 2015-06-27
Company: CITIZENS FINANCIAL GROUP, INC.
State: NJ
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I opened an online banking account with Citizens Bank in XXXX 2015 by transferring funds from my current bank account to the new account I set up with XXXX. A few days after the transfer was made I logged into my account and saw that my account was overdrawn for the amount of my deposit plus {$20.00}. I called up Customer service and was told that the account number at my bank did not exists. I provided the correct account number to Citizens Bank, but gave them the benefit of the doubt. I retransferred funds again from my account held with another banking institution. A week later I received another letter from the bank - which mentioned that they believe that the funds that were transferred will not be honoured and they have decided to close my account and will return funds to me. At this time the funds I transferred had already cleared my account and already received an ATM card and other documents welcoming me as a citizens bank customer. I did not activate the ATM card. The letter I received was quite demeaning. I called up the bank to let them know that this is indeed quite appaling to make a determination as such, especially since the funds had already cleared my account. At this time I was told that this was just a formality that the bnk sends out and it was a computer generated letter. I mentioned to the manager I spoke to at a supermarket branch that I do not want to have this account because I do not want to do business with a bank with such incompetence and poor operational due diligence. Once again, I reierated that I will like to close my account and the funds sent back to me. I was told that I will have to wait another XXXX days before they can close my account. I asked why this is the case since the funds had already cleared my account from a direct US banking institution and they already received funds that were good. The explanation was again- the term " it is a matter of formality ''. Meanwhile I have no online access to my account as it was prevented, I have no cheques, an ATM card that can not activated and no account number if I needs to speak with an online CSR. I can now only correspond with the Supermarket Branch manager because he remembers my frustrations with the bank and who now denies that I requested during our first conversation that I wanted my account closed. 
A days after my original call, I received a statement from Citizens bank - my account was still opened ; my original deposit was now less a $ XXXX monthly fee which I did not agree to when I opened the account and another {$3.00} charged to my account to send out a physical statement. I once again called up Citizens Bank and spoke to the Supermarket Branch manager, whom I previously asked to close my account- I asked him why was n't my account closed as instructed. His response was that I received an explanation letter from the President of the company and they decided that there was no need to close my account. I do not have my account number, I do not have cheques, I do not have a valid ATM card and I can not access my account online. I am told if I do not have my account number there is nothing they can do to help me. There are no Branches close to my home. In the meantime, I am being charged {$10.00} every month for an account I can not use ; plus another {$3.00} for a statement.

Company response to consumer: Closed with monetary relief