Consumer complaint received 2026-01-13 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Opening an account — Confusing or missing disclosures
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY

Complaint narrative:
Dear Sir or Madam, I am writing to formally lodge a complaint regarding my experience with Citizens Bank at the XXXX XXXX XXXX XXXX XXXX XXXX, New York , involving the handling of my business banking relationship and my treatment by bank representatives. 
During the week of XX/XX/XXXX, I visited the above-referenced branch to open a business bank account for XXXX XXXX XXXX XXXX XXXX I met with XXXX XXXX ( XXXX ID # XXXX ), provided all requested documentation and identification, and was informed that my application would be reviewed and that I would be contacted within XXXX week. I did not receive any follow-up communication. 

On XX/XX/XXXX, I applied online for a business account with Citizens Bank. On XX/XX/XXXX, I received written confirmation that I was approved for a XXXX XXXX XXXX XXXX  account and that my account for XXXX XXXX XXXX XXXX was active and ready for use. 

On XX/XX/XXXX, I returned to the XXXX XXXX branch to fund the account and inquire about a business line of credit and business credit card. I again met with XXXX XXXX, who stated that he could not locate my business or my name in Citizens Banks system. Despite my providing written confirmation of account approval, XXXX XXXX requested my full Social Security number and subsequently stated that my name was not associated with the business. He further suggested that I may have completed the online application incorrectly or generated the confirmation email myself, without providing evidence or offering a resolution. 
During this interaction, I contacted my Business Banking Coach, who spoke directly with XXXX XXXX. I was then referred to XXXX XXXX regarding a business credit product. XXXX XXXX later contacted me and stated that I was not recognized as the business owner in Citizens Banks system. When I requested guidance on how to resolve this issue, I was questioned about my prior-year business revenue rather than being provided with a clear explanation, corrective process, or assistance. Recorded cellphone audio attached. 

As an approved business customer attempting to fund and expand my account, the handling of my matter was unprofessional and distressing. The repeated failure to recognize my ownership status, the inconsistent explanations, the requests for sensitive personal information without clear justification, and the denial of meaningful assistance raise serious concerns regarding compliance with fair banking and nondiscrimination obligations. 

Specifically, the conduct described above may constitute or implicate violations of, or noncompliance with, the following : The Equal Credit Opportunity Act ( ECOA ), 15 U.S.C. 1691 et seq., and Regulation B ( 12 C.F.R. Part 1002 ), which prohibit discrimination in any aspect of a credit transaction and require creditors to evaluate applicants consistently and provide clear reasons for adverse or obstructive actions.

The Consumer Financial Protection Acts prohibition on Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ), 12 U.S.C. 55315536, including conduct that materially interferes with a consumers ability to access financial products or takes unreasonable advantage of a customers circumstances. 
New York Executive Law, Article 15 ( New York State Human Rights Law ), which prohibits discrimination in places of public accommodation, including financial institutions.

New York Banking Law and NYDFS fair access and safety-and-soundness requirements, which obligate banks to maintain accurate records, apply procedures uniformly, and ensure fair treatment of customers. 
Accordingly, I formally demand the following corrective and remedial actions : Immediate correction of Citizens Banks internal records to accurately reflect my ownership and authorized signer status for XXXX XXXX XXXX XXXX. 
Written confirmation that my business account is active, properly configured, and fully accessible for deposits, transactions, and credit consideration. 
A written explanation detailing how this error occurred and what corrective controls will be implemented to prevent recurrence. 
Reasonable accommodation for the inconvenience, disruption, and distress caused, including but not limited to expedited review for business credit products, waiver of fees, and other remedial consideration deemed appropriate by Citizens Bank. 
A formal compliance review of the conduct of the employees involved to ensure adherence to nondiscrimination, fair lending, and customer protection standards. 

This matter has caused unnecessary hardship and delayed my business operations. I expect prompt acknowledgment and resolution. Please contact me at XXXX or via email at XXXX to confirm receipt of this complaint and advise on next steps. 

Thank you for your attention to this serious matter. 


Sincerely, XXXX XXXX XXXX, XXXX XXXX XXXX  XXXX

Company response to consumer: Closed with explanation