Consumer complaint received 2025-11-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIZENS FINANCIAL GROUP, INC.
State: NJ

Complaint narrative:
Subject : Formal Complaint Regarding Improper Account Restriction, Failure to Restore Access, and Unprofessional Customer Service Conduct To Whom It May Concern, My name is XXXX XXXX, owner of XXXX XXXX XXXX, and I am submitting this formal complaint regarding the improper and unjustified restriction placed on my Citizens Bank business checking account. Despite fully complying with your verification requirements and submitting all requested documents, my account access has not been restored. Additionally, I am reporting the unprofessional and unacceptable conduct I experienced from Citizens Bank customer service representatives throughout this process. 

XXXX. Summary of Account Issue Citizens Bank restricted my business account and instructed me to provide government-issued identification along with supporting business documents to regain full access. 

I complied with every requirement. My identification and business documents were verified in person by a Citizens Bank associate and branch manager. All materials were then submitted to the appropriate internal department by a Citizens Bank Representative Manager who remained in contact with me by phone. 

This representative confirmed the following : All required documents were received All documents were verified Everything looked great The documents were submitted to the required internal department I would be updated with any further developments Despite this, my business account remains restricted, and I am still being denied access to my own funds. This ongoing issue is directly harming my business operations. 

XXXX. Follow-Up Attempts and Conflicting Information Between XX/XX/XXXX and XX/XX/XXXX, I repeatedly contacted Citizens Bank customer service to obtain updates regarding the status of my restricted business account. 

Representatives informed me that : A letter dated XX/XX/XXXX stated that my deposit from XX/XX/XXXX would be held until XX/XX/XXXX, after which all funds would be available. 
When I spoke to another representative, I was told the funds would instead be held until XX/XX/XXXX. 
When I called back on XX/XX/XXXX, I was then told the release date had changed again this time to XX/XX/year>. 

These inconsistent and contradictory statements demonstrate a complete lack of internal communication, accuracy, and professionalism. 

XXXX. Impact on My Business Because Citizens Bank has failed to reinstate my account access after receiving all required documentation, my company has been unable to : Process payments Receive deposits Conduct essential transactions Maintain normal daily operations This prolonged and unjustified restriction has caused financial damage, operational delays, and harm to the reputation and stability of my business. 


XXXX. Requested Action I am requesting that Citizens Bank Headquarters take the following actions immediately : XXXX. Conduct a full investigation into the handling of my account verification, document submission, and reinstatement process. 
XXXX. Determine why my account remains restricted even after all compliance requirements were fully met. 
XXXX. Ensure that appropriate corrective or disciplinary action is taken where necessary. 
XXXX. Reinstate full access to my business account without further delay. 

XXXX. Contact Information XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX Email : XXXX Phone : XXXX

Company response to consumer: Closed with explanation