Consumer complaint received 2024-02-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA

Complaint narrative:
I requested to have my Citizens Checking account closed. 

I visited Citizens Bank on Tuesday 2024, XX/XX/XXXX located : Citizens Bank ( XXXX XXXX XXXX XXXX ) XXXX XXXX XXXX XXXX, MA XXXX The teller I spoke with on Tuesday 2024, XX/XX/XXXX at approx XXXX name was XXXX . 

Upon requesting to have my account closed the teller named XXXX asked I insert my debit card into card reader to process the closing of my account. The card reader prompted me for a pin. 

I expressed to teller named XXXX I do not have a pin, thats why I wanted to close account because of too much difficulty with online banking, and not being able to create a pin. 

The teller named XXXX expressed you must have a pin, and you have no money in the account. 

XXXX stated before I can close account I need to ask you some questions : What brings you to XXXX, MA? 
I find you suspicious and sketchy your license is XXXX, MA that is more than 300 miles away? 

I felt the teller named XXXX was being prejudiced towards me and being discriminatory, so I turned on the camera of my phone. 

The teller named XXXX then threatened to call the Police on me because I had activated the camera on my phone and demanded I show her my phone to see that the filming is off. 

I was horrified by the experience and treatment. I was interrogated and profiled by the Citizens Bank teller named XXXX XXXX according to her business card that I had requested to file this complaint and incident. 

When I opened the account at this location five days ago the Citizens Bank teller named XXXX stated she could not fund the account with any money, nor provide me with a routing number because of technical difficulties. 

With all the technical difficulties and fees associated with account I decided Citizens Bank is simply not for me. 

The Citizens Bank teller named XXXX would not provide me any documentation of closing the account. 

The reason I wanted to open a new account was I now reside in XXXX, Mass. 

I was profiled, threatened and treated badly by the Citizens Bank teller named XXXX. 

If Citizens Bank could not open an account for banking properly in the first place, thats not my fault that is directly the banks issues not the customers. I was treated unfairly and badly. 

The only thing sketchy is the fact I couldnt open an account with Citizens Bank property. Thats why I decided after not being able to process banking properly I decided not to have an account with Citizens Bank. 

I also want to add I was told by the Citizens Bank teller named XXXX whom opened the account that because the account could not be opened properly, the account would close in three days but that didnt happen, I was told I would have to come in. 

I felt assaulted, shameful service. Close the account. The Citizens Bank banking process is sketchy and thats why I requested to have the account closed that was never activated properly with no pin or money.

Company response to consumer: Closed with explanation