Consumer complaint received 2024-01-09 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Company closed your account
Company: CITIZENS FINANCIAL GROUP, INC.
State: FL

Complaint narrative:
- XX/XX/XXXX Opened Checking and Savings accounts in branch, deposited money into Checking account at the ATM as the banker suggested to verify the new debit card works. 

- XX/XX/XXXX Transfer of {$200.00} from another bank to Savings accounts arrived and posted. Intended to do this 3 month in a row as suggested in the marketing material table to qualify for the {$300.00} Savings account bonus - XX/XX/XXXX XXXX XXXX account statement came out, " Beginning XX/XX/XXXX through XX/XX/XXXX ''. 

- XX/XX/XXXX Transfer of {$200.00} from another bank to Savings accounts arrived and posted. 

- XX/XX/XXXX Transfer of {$200.00} from another bank to Savings accounts arrived and posted. 

- XX/XX/XXXX Received {$300.00} bonus, not sure if it was for Checking or Savings accounts, since it should be {$600.00} if both are qualified - XX/XX/XXXX Reached out to customer service via chat to inquiry about the bonus issue. 
- " I can confirm the checking account bonus had definitely been met '' - " I can confirm the savings account requirements had not been met, I am so very sorry. " make at least one single deposit of {$500.00} or multiple deposits totaling {$500.00} ( not currently on deposit with Citizens ) into a new savings account every month for 3 consecutives months, starting the month after the new checking and savings account are opened. '' - I pointed out the marketing material received only requires external deposit of XXXX XXXXXXXX a month into a new Savings account every month for 3 consecutive months. 
- I was told marketing research review request was submitted. 

- XX/XX/XXXX Received email from chat support team after heard back from marketing research, stating that " your savings account closed on XX/XX/XXXX due to being at a XXXX balance. The account was reopened on XX/XX/XXXX. Due to your account being closed prior to the payout date, your account is not eligible for the bonus. This was stipulated in the disclosures of the marketing materials you received. The disclosure states the customers new account must be open with a balance greater than XXXX and in good standing through the bonus payout date to qualify for the offer. If you have any further questions or concerns, please contact us via chat and provide the case number XXXX. '' - XX/XX/XXXX Reached out to chat support to inquiry about the lack of communication regarding the closure and reopening of my Savings account, also to reconsider my qualification for this Savings account bonus since at no point was I informed that the account would be closed, that it was closed on XX/XX/XXXX, or that it had been reopened on XX/XX/XXXX. Have I know that my Savings account was closed and I already disqualified for the Saving account bonus on XX/XX/XXXX, I would not have saved the money into the Saving account 3 month in a row and put those money for better use somewhere else - " Marketing will not make any exceptions if the requirements are not met according to the marketing material. '' - Transferred the balance on the Savings account to my Citizens Checking account and requested the Savings account to be closed.

Company response to consumer: Closed with explanation