Consumer complaint received 2023-05-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA

Complaint narrative:
Reopening of Closed Checking Account WITHOUT Consent - Citizens Bank case # XXXX I am writing to file a formal complaint against Citizens Financial Group/Citizens Bank regarding a severe incident of unauthorized transaction and the subsequent reopening of my closed checking account without my consent. I believe that the actions taken by Citizens Bank in this matter constitute criminal activity and require a thorough investigation to ensure justice and protection of consumer rights. 

On XX/XX/2023, I initiated the closure of my checking account in good standing with Citizens Bank by phone with an associate XXXX XXXX XXXX XXXX XXXX following the bank 's specified procedures and providing all necessary documentation to facilitate a smooth closure. The associate I spoke with to close my account assured me that the account was closed as of the date and time of the request and that all services and transactions associated with the account had been terminated. 

However, to my absolute disbelief, I recently on XX/XX/2023 discovered an unauthorized transaction on my previously closed account. Citizens Bank, without my knowledge, consent, or notification, initiated this transaction, subsequently reopening my closed account. This unauthorized activity not only demonstrates a blatant violation of my trust as a customer but also suggests serious misconduct on the part of Citizens Bank. 

I firmly believe that these actions are illegal and unjust. The unauthorized transaction not only compromises the security and integrity of my account but also exposes me to potential financial loss and identity theft. Moreover, the forced reopening of my closed account without my consent further undermines my right to control my financial affairs. 

In light of these grave concerns, I urge the Consumer Financial Protection Bureau to conduct a thorough investigation into the practices and actions of Citizens Bank in this matter. I request that the investigation specifically focuses on the following : XXXX. Unauthorized Transaction : determine how Citizens Bank was legally able to process an UNAUTHORIZED transaction on a closed account and identify the responsible parties involved in initiating this UNAUTHORIZED transaction. 
XXXX. Reopening of Closed Account : Investigate the process by which Citizens Bank force reopened my closed account without obtaining my consent or providing any notification or approval. 
XXXX. Consumer Protection : Assess the measures taken by Citizens Bank to safeguard customer accounts, ensure compliance with relevant regulations, and prevent unauthorized transactions or forced reopening of closed accounts. 

I request that the Consumer Financial Protection Bureau take appropriate actions against Citizens Bank. These actions should include, but not be limited to, imposing penalties, sanctions, and corrective measures to rectify the harm caused to myself and potentially other consumers and to prevent the recurrence of such incidents in the future. 

Enclosed with this complaint are relevant documents, including screenshots of account closure confirmation, evidence of the unauthorized transaction, and any other supporting materials necessary for your investigation. 

I trust that the Consumer Financial Protection Bureau will handle this matter with the utmost seriousness and diligence it deserves, and I look forward to a swift resolution and the appropriate actions being taken to rectify this unfortunate situation. 

Thank you for your attention to this matter and for your commitment to safeguarding consumer rights. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation