Consumer complaint received 2024-03-10
Product: Checking or savings account — Savings account
Issue: Closing an account — Company closed your account
Company: CITIZENS FINANCIAL GROUP, INC. (FL)

I had a savings account with XXXX XXXX  XXXX starting back in XX/XX/XXXX. The company transferred over to Citizens bank in XXXX. I received a letter in the mail from Citizens that they now have the account. I prefer items in writing so I never set up an online account. This year I did not receive any end of year statement for my Tax return so I went into my email to see if it had been emailed. I had no emails and no letter. on XXXX  I went to the website provided to create an account. It let me create an account, username login password and everything. When I went to finish the login process it would not allow me to. I had to go back to old paperwork to get a phone number to call. I called and asked what happened. They said the account was closed due to inactivity. 
I never received a reimbursement of funds from the company after it was closed. I also did not receive a letter, email, call any communication that the account had been closed. I never signed up for electronic communications until today when I finally created a login, so I should have received something in writing. My address, email and phone on file with the company are all current so they should have contacted me in some way, or at the least sent a final statement and year end summary. Of which I received neither and only identified this problem since I did not receive any end of year documents. 

When I spoke to the representative I asked why I wasn't communicated with that the account has been closed. He was unable to tell me why. So I told him that was fine and then I said since the account is closed can I just get something in writing that says so. He said he can not do that. I was like well that is impossible, you can send me something and I need it in writing in case anything happens with this account in the future I want my interests protected. I was put on a hold. He came back and said he could send me my final statement. I asked if the statement said somewhere on it that is account is closed. He said no, he said it shows {$0.00} balance and has a statement date. I said that is impossible there was money in the account ( it was under a {$1.00} so I don't care I am moving on - but that is illegal... I did not say that to the rep ) I said regardless there should be something on the account that says last statement or date the account was closed. He said no. I asked for a supervisor. This is when I started recording the conversation. 

I was very polite and told the agent what I was calling in reference about and started from step one, told him I understand the account is closed due to inactivity and that the last rep said he could not get me anything in writing which is why I asked for a supervisor. I told him if the statement says somewhere on it that the account is closed I am fine with that. If not can I just get a letter with my name on it and the date the account was closed. 

The rep at this point started getting rude - don't take my word for it I have it recorded. he said no there is nothing he can do except the statement. he said if I called sooner they would be able to get me something. At this point I laughed and said if I was never notified how would I know the account was closed, of course I would have called in a timely manner, but I was never notified. I then was trying to explain to him, If he was able to give me the date the account was closed by looking at his screen he should be able to print off something stating that. This is when he starts interrupting me talking over me and not even letting me try to finish. I had to raise my voice to talk over him to get his attention and. I asked him to stop talking over me and let me finish my sentence, I mean how can you hear me if you are talking? I was being very polite and not interrupting him, and I was asking a simple question. He then - interrupts me - and starts belittling me saying he did wait for me to finish - even though he did this while interrupting me... The nerve!! So then he condescending says fine go ahead I won't interrupt. So I repeat that all I need is something stating the account has been closed and if it since it does not say that on the statement I just need something with their company name, my name and the date it was closed, like a typed letter - super simple. He then says " I never said that - the statement says your account was closed '' I laughed and said no, the whole reason we are here is because I asked you that originally and you said no, which is why I asked for a supervisor and when you repeated the same information then I asked for the letter. He says no that's not true. I go well, since the call was being recorded there is him on record of him saying so. I honestly don't care, all I needed and communicated from the beginning of the call and don't know why him and his agent needed to be so rude when I had been polite and patient the entire conversation until the point when he raised his voice to start talking over me. I then asked how long it would take to receive the statement in the mail and he told me 5-7 business days to process the statement and then the few days to ship. I said okay and ended the call.