Consumer complaint received 2026-04-14 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Company closed your account
Company: CITIZENS FINANCIAL GROUP, INC.
State: RI

Complaint narrative:
XXXX XXXX : Citizens Bank improperly closed my XXXX account on XX/XX/XXXX due to an acknowledged software glitch ( Ticket # XXXX ). This triggered an " inactivity '' closure at 29 daysan objective violation of the bank 's XXXX policy and a direct contradiction of a multi-year history ( XXXX ) of accepting identical same-day {$0.00} transactions. Furthermore, internal logs confirm no notification was ever sent, leading to inaccurate negative credit reporting. I am requesting a full credit report retraction and fee waiver in exchange for immediate payment of the undisputed principal ( {$450.00} ). Below is the verbatim ( after redactions ) text of the dispute letter ( signed copy attached to this ticket ) that will be sent to Citizens Bank via XXXX mail XX/XX/XXXX or XXXX, XXXX : XX/XX/XXXX RE : Account # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Notice of Disputed Reporting & Offer of Settlement To the Executive Resolution Team : I am writing to formally dispute the delinquency currently reported on the above-referenced overdraft account and to propose an immediate resolution. For over XXXX years, this account was maintained in good standing. The recent delinquency is not the result of financial negligence, but rather the direct consequence of a documented system error. As confirmed by your support team on XX/XX/XXXX ( Reference Ticket # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, Supervisor XXXX at the Rhode Island XXXX XXXX ), the linked checking account ( Account # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) was closed on XX/XX/XXXX. This closure was attributed to a " known issue '' where same-day net-zero transactions fail to register as account activity in your monitoring software. My transaction logs clearly show active, continuous use of the account leading up to this dateincluding {$20.00} transfers in and out as recently as XX/XX/XXXX. Because this activity occurred less than 30 days prior to the closure, it mathematically refutes any legitimate claim of a XXXX inactivity period leading up to your end-of-year automated sweep. Furthermore, my transaction logs reveal a consistent multi-year history of same-day {$0.00} net-balance transactionsspecifically on XX/XX/XXXX, XX/XX/XXXX, and XXXX of which were historically recognized as valid activity. The sudden reclassification of this exact behavior as 'inactivity ' in XX/XX/XXXX represents a departure from the established course of dealing on this twenty-year account and underscores a failure in your monitoring softwares review efficacy. Finally, the support team confirmed there is no record of an outbound notice informing me of this closure. Instead, your internal logs reveal a document dated XX/XX/XXXX, which explicitly attributes an auto-pay failure to the checking account 's closure. This confirms your automated systems recognized the payment link was severed, yet failed to alert me. Consequently, a {$20.00} late fee was assessed on XX/XX/XXXX, penalizing me for a structural failure initiated by the bank. The severed link also structurally removed the option to pay the balance through the online portal, hindering my ability to resolve the issue. I am requesting a Goodwill Adjustment to rectify this administrative cascade error. I am prepared to immediately pay the undisputed principal balance of {$450.00} in full, using a mechanism of your choosing, to close this account. This offer is contingent upon receipt of Citizens Banks agreement to retract the inaccurate late marks from all credit bureaus and waiving the late fees generated after the checking account closure. I have filed a parallel complaint with the CFPB regarding this matter. I look forward to resolving this directly and amicably with your team. Sincerely, Informed Accountholder

Company response to consumer: Closed with monetary relief