Consumer complaint received 2026-03-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIZENS FINANCIAL GROUP, INC.
State: VA

Complaint narrative:
Opened a bank account with Citizens Bank online. They opened me the account and sent me my debit card in the mail on XX/XX/year>. I then made a deposit into my account after opening it. It was a check a friend asked me to cash for them. It was properly endorsed. Well Citizen Bank first said it will be available the next business day. Then on the next business day which was the XX/XX/year> they then said it will be avaliable in 5 business days. Which will be on XX/XX/year>. However they disabled my online login on Friday which was XX/XX/year>. I called the online banking support to figure out what was going on and they said my account is in the processing of being closed and they don't have to give me a reason. I asked about the deposit that was made and they said the account hasn't yet been closed I can walk into a branch and withdraw all the funds on XX/XX/year> when the check clears. They also disabled my debit card. The online banking department told me this on XX/XX/year>. Well on XX/XX/year> one day before the hold was suppose to lift and the online banking department told me i can walk into the branch and withdraw the funds Citizens put another hold on the check till XX/XX/year>. My friend is really upset they asked me to do them a favor and I did because they owed me some money so they gave me a properly endorsed check and I was suppose to give them the difference out of it but Citizens is playing games here. Citizens Bank now tells me check everyday it might be avaliable or it might not till XX/XX/year>. I asked them how do I check they said phone banking. They gave me no reason why they shut down my account. They gave no reason but they haven't verified the check yet. I offered them information on verification of the checl how they can verify it as my friend gave me the o line banking manager didn't care to hear. It is a good check Citizens accepted the check for deposit told me the next day that was fine. Then said XXXX business days that was fine now say XXXX business days more and I can hardly keep track of it as they lock me out of online and debit card. Then on top of that the last person I talk to on XX/XX/year> which was the online banking support manager told me that if it clears then I might be able to withdraw the funds at branch or they might just mail me a check back in the mail and she was rude. Told me to go bank else where with a rude tone and everything. Like who says that tp their customer? If Citizens didn't want ro accept the third party check they didn't have to it's a good check as far as i know. I offered information on how to verify it to help Citizens as my friend was with me as i was on the ohone with Citizens trying to figure it out. It is endorsed right and everything. Citizens Bank are just some down out right rude people. We dont have to tell you a reason why we shut your account down but we're going to hold your deposit for XXXX business days and XXXX knows what we do after that is basically what they are saying. Who opens someone an account accepts a check they deposit and then 5 days later closes down their account and is really rude to them for no reason at all. I do not understand what i did to Citizens Bank but I would appreciate it if I was treated with a little respect like I have been patient with Citizens and been respectful with Citizens and understanding. When I opened the account I didn't realize they were far away from me like a XXXX XXXX XXXX I thought there was one closer so its hard for me to step in a branch.

Company response to consumer: Closed with explanation