Consumer complaint received 2025-03-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY

Complaint narrative:
XX/XX/XXXX- XX/XX/XXXX Company practices double jeopardy in which debits that are already withdrawn days in advance are the processed against remaining balance. 

XX/XX/XXXX Instead of reviewing or explaining Company chose to charge 11 insufficient funds with no way to review or dispute. 

XX/XX/XXXX Account was flagged. I have yet to receive notice of this. 

XX/XX/XXXX Payments were received on our behalf in excess of XXXX XXXX XXXX dollars, but not accessible. Upon calling we were informed of account being switched to credit only status. We were told to call as it was too late Friday XXXX Saturday XX/XX/XXXX XXXX EST Called and we were told account needed to be verified in person at the Branch. 

Saturday XX/XX/XXXX XXXX am EST Arrived at XXXX XXXX XXXX signed in and waited. I wasn't called until XXXX EST. Several clients were seen ahead of me although I was second on the list. 

Saturday XX/XX/XXXX : am EST I called customer service and waited on hold until shortly before XXXX when I was finally connected to the collections department. I was told they close at XXXX and would not be available until Monday XX/XX/XXXX. As well as they were the only department that could change the status. I made conversation with the young lady and she agreed to hold until I was seen. 

Saturday XX/XX/XXXX XXXX pm EST I was finally called into see a bank employee whom refused to verify me to the young lady on the phone. Hence I was unable to have anything changed on the account. As the bank employee repeatedly told me " the account is in credit only status. Only collections can remove it. 

Saturday XX/XX/XXXX XXXX pm EST After an hour of the evasive 1 liners I decided to call the police. EVENT ID XXXX XXXX PRECINCT XXXX XXXX XXXX XXXX XXXX XXXX. 
After XXXX XXXX arrived he informed me there was nothing he could do. I had to wait until Monday I left. 

Monday XX/XX/XXXX XXXX Arrived at the XXXX XXXX XXXX XXXX 
After being verified by XXXX the only helpful bank employee. She called the necessary department. She told me the account had been flagged and was in the process of being closed on XX/XX/XXXX. I then requested to close out the account on the spot. I was told to wait for the Manager. 

Monday XX/XX/XXXX XXXX am EST After waiting for the Manager as well as on the phone with the bank. The Manager informed me the account was under a fraud investigation and compliance no longer wanted to handle the account. Again I requested to close out the account. He said I would receive a check in the mail accompanied by a letter to explain everything. I continued to hold as well as wait in the lobby. 

Monday XX/XX/XXXX XXXX Finally after the disappointment and sheer blindsidedness of the situation I decided to leave. Before driving off the XXXX stopped me and ask me to come back in. Said compliance will release the funds " would you like to cash out ''? His use of words caught my attention. He didn't say close out he said cash out. I told him I would only like to withdraw XXXX XXXX XXXX XXXX XXXX Dollars. He said no I have to take all. Again I asked for XXXX XXXX XXXX XXXX XXXX dollars. He stated compliance doesn't want your money take it all. I informed him I would like to keep the account open until I receive the check and letter in the mail. 

XX/XX/XXXX A bank generated debit for {$10.00}. 

Monday XX/XX/XXXX The account is still open and accessible on the app. I have not received any notification nor explanation of any investigation or it's findings. 

This is a commercial account. 
I was unable to conduct business for 3 business days. It has been 7 days and we are yet to have an accurate account of whom paid and did not in the midst of all this confusion. Several clients have notified us of a return. Several vendors have been notified the account doesn't exist. 

We deposit {$20000.00} a month regularly. 
We have to rely on XXXX for our banking as we are still awaiting approval from several banks. We receive {$5000.00} to {$10000.00} in wire transfers monthly. We have several payments on hold as XXXX has not properly processed our wires in the past. Our business capabilities have been cut in half with these events.

Company response to consumer: Closed with explanation