Consumer complaint received 2024-06-01
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIZENS FINANCIAL GROUP, INC. (NY)

I received a newsletter to my home address with incentives to open a Citizens Bank checking account. The incentivized newsletter offered up to $ XXXX for opening a new Citizens Bank XXXX account. My fiancee and I went to Citizens Bank XXXX XXXX located at XXXX XXXX XXXX XXXXXXXX XXXX XXXX NY XXXX XXXX open an account. My fiancee advised this location was the closest to our home address. When we arrived at Citizens Bank we were told to come back as the only individual who can open our account, XXXX XXXX, was out. We arrived back hours later as requested to commence the opening of our new account in hopes to start a new banking relationship. When we arrived back we were met with many questions and felt extremely discriminated against. Although having two forms of identification and emailing over proof of address we were told we had to bring in our social security cards, by this time the bank was closing and we would have to come back the next day. We spoke with branch manager XXXX XXXX at the time and he advised he could not confirm our identities with our XXXX issues photo identifications, our XXXX XXXX XXXX XXXX XXXX and our billing statement from our joint XXXX XXXX  XXXX. This was alarming to me because no other financial institution has requested more documentation outside of two  forms of identification. Although we found this strange we obliged and the following day we brought in our physical social security cards. At this time XXXX XXXX moved forward with our application and branch manager XXXX XXXX followed through with opening our account. Comments were made that suggested/insinuated that we were not who we are and alleging that we were committing identity theft. My fiancee and I still decided to give Citizens Bank branch XXXX a chance. Most recently on XX/XX/year> I arrived at the above referenced location to deposit a check made out to me from XXXX XXXX XXXX for my vehicle. The check was in the amount of {$38000.00}, it was made out to my business in care of myself. The documentation is addressed to me and also I have proof of owner ship of the business as I am the sole owner. Due to the repayment being for my personal use I had no intentions of depositing it into a business account and decided to deposit it in my personal account that I have with Citizens Bank. I was denied the right to do so. It is not unlawful to deposit a check made out to me and my business to myself. I have done it before with other banking relationships. My fiancee and I requested to speak to management and we were met with branch manager XXXX XXXX once again. He advised that he will not be able to deposit my check. I requested literature in writing of said banking practice that he did not provide to me. My fiancee and I feel that from the very first day we have been targeted and discriminated against in regards to our account. We have not received the $ XXXX as promised for opening the accounts ( which would total to {$1200.00} as we opened two accounts ) and making the applicable deposits and we have not been treated fairly AT ALL. Please advise on how we can move forward to rectify this matter.