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

Complaint narrative:
For over a year the bank freezes my account ( every month-saying it is a fraud suspicion ), as soon as my SS funds are deposited into my account, causing many problems, and I cant use my account until they close out that account and issue me a new car and number-every month. This is not right and I keep asking them to figure out what is causing this freeze every month when there has not been any fraud on my account whatsoever. This is not normal and I truly do not understand why they do not find out how to fix this problem, as it is causing me a lot of work and worsening of relationships with my creditors who get " payment denied '' when they put a freeze on my account when there are enough funds to cover the payments. It just happened again Friday, the day my ss was deposited, and I was without use of my debit card over the weekend and could not get groceries ( again ), Today I sent several emails to the person at the bank who closes out the existing debit card and issues me a new one every month ( as I am told that is all that they can do ), and asked her to please sent my new card to me overnight ( as she usually does ) as I have someone who will get my groceries ( I am quite ill ) for me if they know that the card has been sent. I emailed her several times and ask that she please let me know as soon as the card has been sent. so I could tell the person who said they would stay to do my shopping, but went ahead and left on his trip as no one from the bank emailed me back today, so it wasn't sent and I now have no one to get my groceries. This has happened a number of times, and it causes me great hardships. NOTE : They are fully aware that I am elderly XXXX, poor and dealing with XXXX and other life threatening conditions right now, and they also know I am alone with no support and do not have transportation and i struggle trying to understand and comprehend. They are also aware I do not use a phone due to XXXX. Next : I am signed up to what I was told was done electronically, which is what I need at this time in my life. But they have told me they can only send it via bank check, which is not backed by any funds or taken out of my account ( which is what I asked for as I want the rent to be the first thing to come out of my account ). Sometimes the rent check bounces even though the funds are there, due to the freeze they put on my account. I have repeatedly asked her to come up with a way to deduct my rent from my account as soon as my SS is deposited and get it to my landlord before the 3rd of the month. There has to be a way to get this done, but not one person has made at attempt to try. Third is this " Peace of Mind '' feature that was clearly not made with the poor in mind, as it is a " nightmare '' for me. Even though I opt out of it, sometimes ( which isnt clear ) they pay some charges that go over my balance and then charge me several {$30.00} fees, they know full well I can not afford on what I make. I have written to a couple of the corporate people out of desperation, but no one responded. All I want is for my case to go to someone there who, instead of giving so much rhetoric, can actually fix the problems so that none of us has to keep going through this. What they have continued to do to my account and me is just not right and I just want this fixed ASAP.

Company response to consumer: Closed with explanation