Consumer complaint received 2024-10-23 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem accessing account
Company: CITIZENS FINANCIAL GROUP, INC.
State: RI

Complaint narrative:
Citizens Access locked my account. I received a cold call on XX/XX/year> at around XXXX EST claiming that a login was attempted on XX/XX/year> from an address that Citizens did not recognize. I could not confirm if I had logged into my account on that date and the call ended vaguely with reference to a restriction placed on my account. The information provided was not sufficient to convince me that the call itself was not a scam so I endeavored to log into my account when I left work. I was later unable to login to my account and shown a message instructing me to call Citizens ' XXXX ( XXXX ) number. 

I was authenticated by the representative I was connected with. I was then instructed to take my computer to a " XXXX XXXX or tech store '' to have a " security scan '' run. I informed the representative that this was imprecise language which again made me think that the number I had called may not be legitimate. After being placed on hold, I was told that Citizens Access ' fraud department would not allow me to log into my account without first having this scan performed. 

I am tech savvy - I built my computer, a desktop, from parts- and I am able to confirm that there was no malicious software, viruses, or remote access software running on my computer. I also have access to two other computers. I pointed out that it seemed suspicious that, after being authenticated, Citizens would not trust me to confirm the security of my computer but would trust XXXX XXXX or some non-descript " tech store ''. To my understanding, Citizens Access has no relationship with XXXX XXXX and obviously can not have a relationship with another third-party who remained unspecified. I was told that under no circumstances would access to my account be restored unless I provided a receipt showing that a " security scan '' ( still unspecified ) was run on my desktop computer. 

I requested a supervisor or a member of the fraud team. I was told the fraud department would not speak with me and that I would be transferred to a supervisor. 

I reiterated that I was appreciative of their concern that something may be wrong with my computer, but that it simply was not the case and Citizens ' fraud department does not have the IT expertise to claim otherwise. I can not be expected to pay a third-party for a service I do not need in order to access my bank account. Nor was it permissible in their minds for me to use a different computer, which rendered their concerns entirely facile. 

About 45 minutes into my call it was apparently determined that my account would be closed. I asked to have the XXXX account which had been previously linked to this Citizens Access account confirmed and the closing balance transferred to that account once confirmed. I was told that my request to confirm the account was denied and that the only option was to have a check mailed to me. I then asked for the balance of the account and was told that unless I agreed to receive a check I would not be told the balance. I asked if the check could be delivered overnight and was told by the representative that she would " ask '' if that could be done, but would not guarantee it. 

This sent us into a loop as I then went back to requesting that the funds be transferred electronically if I could not confirm when I would receive a check. I was then told that I could not have the funds sent electronically and the only thing Citizens Access would do for me was close the account by check and that any other request I made would be denied until I authorized the account closeout. 

About 55 minutes into my call, and after the supervisor at the call attempted to hang up on me ( while I was still unable to even confirm what my current balance was! ), I agreed to have a check sent to me with the vague " request '' for overnight delivery. At that point I was finally allowed to know my current account balance. That was strange because I was authenticated prior to this point, they clearly thought I was allowed to authorize a closeout of the account, yet they refused to provide my balance over the phone for fear of my computer being compromised. They sent a text to my cell phone number, the number I was calling on and that they had on record, so it seemed pretty obvious I was not calling from my supposedly compromised computer. This was clearly an arbitrary and capricious attempt to not provide an account holder information about their own account. 

Additionally, I would note, the Citizens Access representative also refused to speak with the joint owner of the account, my wife, as if she personally, perhaps biologically, was just as compromised as my perfectly healthy computer... Which was bizarre, and incredibly disrespectful to my wife and our intelligence- but I digress. 

After agreeing to have a check sent, maybe overnight, maybe not, who knows, I asked for the last five transactions on my account, not including interest accrued. I was told that I could not have that information, and I finally raised my voice. You allowed me to authorize my account be closed, you allowed me to hear my balance, you claim to know that a third-party logged into my account, yet you would not confirm my transaction!? You would not tell me if money had been transferred away in a manner I did not recognize? You would not give me the opportunity to confirm that the only persons who had made transactions on this account were the account owners- but you'll let me close it!? 

So I asked that, given my online banking access to this account seemed to be irrevocably rescinded, the statements for my account be mailed to me. It might be the case that in those statements this mysterious hacker would have left evidence of his or her presence. NOPE! I was told that I could not receive my statements and that I previously had an opportunity to print those. While that is very true, I no longer have that opportunity. And now it appears I will never be provided with a record of the transactions in my account by the keeper of those records, nor will I ever be able to access them again. Perhaps unless I go to XXXXXXXX XXXX XXXXXXXX XXXX and get a receipt for a " security scan '', I suppose. 

I work in banking, yesterday I received a call from a woman concerned about her account because " XXXX '' called her and used TeamViewer to access her computer, I understand that fraud is rampant and unfortunately half our a banker 's job these days. This is NOT how you respond to indication of fraud. It just so happens that today my wife and I submitted an offer on a house. We will have to put {$30000.00} down within the next week. This account was going to provide the lion 's share of that money. But instead I know have to empty a different account just in case a check, which I was not allowed to know more about, does not get shipped in time. Never in my life have I dream of such a terrible experience, and from a bank no less, and all with the guise of protecting ME! 

If Citizens Access needs to offload liabilities as rates drop there are easier ways to do that. 

I ABSOLUTELY would like to hear back from Citizens Access, I will be filing a complaint with my local Citizens ' bank branch ( not that they can help ), and I will do everything in my power in my current role as an assistant bank branch manager to steer every customer or potential client very far clear of Citizens and Citizens Access. 

I'm sure my personal information is attached to this complaint ; call me.

Company response to consumer: Closed with explanation