Consumer complaint received 2024-06-24 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem accessing account
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY

Complaint narrative:
XX/XX/year>, I made a phone call to Citizens bank and spoke to Manager, asking what accounts they have which have no monthly fees attached. Branch manager told me of 1 particular account, I asked does it have monthly fee? he replied, " uhhhhhh. '' I remarked just tell me yes or no, he relied " No. '' Within minutes I came over. When I arrived XXXX called me over into her cubicle and we initiated conversation about being from XXXX, I asked was she from XXXX? She stated, No, XXXX, not too far. '' While siting, the Manager whom I spoke to on the phone came over and I apologized to him for rushing him on the phone. He remarked, " No it's ok, I like that, it got you over here, what I said worked. '' XXXX informed me, '' There are fees with the account depending upon deposits made within a certain time. '' ( So the manager misinformed me just to get me over to the branch to open an account ) I had problems accessing and depositing Money into the account immediately upon opening. XXXX states, " New accounts can be accessed after 24 Hrs. '' " Try accessing tomorrow '' I responded that's a problem for me. If I continue to have problems I will close the account. XXXX began to tell me of, " Unfair treatment by the Bank to its employees ; Not allowed to have name tag or name on desk, no pictures or anything welcoming in the cubicle. '' She made mistakes while opening my account : Address, forgetting to issue ATM debit card. She had to deposit the {$200.00} into the Savings account for me as I was unable to do so, but able to deposit {$100.00} into checking. XX/XX/XXXX, I still had no access. I called at XXXX spoke to XXXX and told her I still had no access, she stated, " Make a complaint against the bank and let me know what happens before XXXX. '' I was upset at her statement and replied, " I will make my complaint on Monday but you need to fix this now. XXXX became upset and began yelling, telling me " Let me finish my sentence. '' Since this was her position of insubordination and not fixing the matter, I yelled over her saying, this isn't gon na work, I'm coming to close the account. When I arrived shortly after phone call an ( name unknown ) described as XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Representative who I saw yesterday in fact at that time informed me, " I have been working here for over 30 Year and they sat me where the Skylight is over my head and the sun burns my neck, but I'm going on vacation so, I'm use to it, called me over to her cubicle whispering asking me what was said and happened? I began to tell her conversation XXXX and I had, I was then told by unknown rep, " You don't need to wait 24 hours for access of new accounts, an accused of being making a XXXX comment. Unknown Rep stated, It doesn't matter where she ( XXXX XXXX is from, you are being a XXXX and I'm XXXX American. '' I replied, you asked me to tell you the conversation she and I had and I am telling you and it is not XXXX. I further stated, You are wanting to be nosey and the conversation she ( XXXX ) and I had was about culture. Unknown Rep yelled to me, '' You need to go to a teller to close our account not here! '' I replied, you called me over being nosey. Unknown rep went to teller and stated, " XXXX XXXX is being a XXXX. '' I remarked, you are unintelligent and now are harassing me by standing here to verbally berate me and spread lies against me. Rep remarked, " I can stand right here if I want to. '' I informed her If you say something I will say something so don't continue. Unknown teller left 2 customers who was sitting in her cubicle to berate and harass me while attempting to close account. The teller began to assist someone else rather than me in front of her as a male customer came to the side and addressed her. I asked her was that her husband or boyfriend? She stated, " No that is a customer too. '' I said, why can't he get on the line like all of us, why are you going to take care of him and dismiss me? She returned her attention and service to me. While waiting for the account to be officially closed with letter, I went to an area where no customers where and was aggressively approached by the male " customer '' from the teller experience. He was in my face without mask covering yelling, " who do you think you are, the president? I have been a customer here for 5 years. '' I yelled I don't care if it was 10 you better get out from my face. No one intervened to have the male remove himself from me or to verbally ask him leave as his business in the bank was completed. They watched as if this was a show. I was unsafe, not assisted and not protected by anyone at the branch. I felt the need to call the local police in which they responded and was able to assist me in closing the account with letter receipt. I am expecting a direct apology and going forward regulations set on accuracy of information given to potential customers so that decisions to open accounts and or financial business relationships can be made with correct and proper information so potential customers are informed accurately before deciding to do business. Citizens did not inform me correctly and did so in an effort to get my baking business with them. They also behaved in an inappropriate and hostile manner towards me and falsely accused me of being a " XXXX '' additionally, did not consider my safety and well being while allowing a male customer to verbally and physically confront me unprovoked.

Company response to consumer: Closed with explanation