Consumer complaint received 2023-12-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: CITIZENS FINANCIAL GROUP, INC.
State: NJ

Complaint narrative:
I opened a Citizens One Deposit Checking on XX/XX/XXXX with an offer code to receive a {$300.00} bonus after making XXXX direct deposit greater than {$500.00} within 60 days. The promotion also included {$2.00} cashback per debit card purchase up to {$100.00} within 60 days. I set my employer 's direct deposit to deposit {$500.00} into this account which was received on XX/XX/XXXX. After that, I set my job to only deposit {$5.00} per paycheck. I had already fulfilled the terms to receive the {$300.00} bonus, and should have been on track to receive it by XX/XX/XXXX according to the terms. However, Citizens sent me a letter dated XX/XX/XXXX stating my account had been closed with no reason provided other than they " have concluded that we can no longer maintain our banking relationship with you '' and if I have any questions, to contact the local branch. It was signed " Sincerely, Fraud Operations. '' I could no longer login to my account from that point forward. 

I called the specified branch on XX/XX/XXXX and they said the account is actually open, and to regain access, it looks like identity verification is needed and I can go to the branch in-person with my driver 's license to have it sorted out. I went to the branch on XX/XX/XXXX where they tried to regain my access to the account, but were unable to. They said it is not Citizens who closed the account, but some federal fraud organization that did so due to the activities on the account triggering them to close it based on it looking suspicious/fraudulent. All I did was direct deposit money in from my employer, and then transfer it out to another external bank account in my name, so I do not understand what is suspicious about that. I have done similar activity with other banks and never had my account closed or flagged by a federal organization for fraudulent activity. Although the letter says, " we regret to inform you that we have closed the Citizens Bank account ( s ) referenced above. '' So was it them or the federal organization that closed it? They stated there is no manager in that branch and I could try another branch with a manager, who could file an appeal to the federal organization, but even then, it is not certain they can fix it for me. I am not going to another branch at this point. 

So Citizens did not give me reason for my account closure in the letter they sent, and then misled me when I called saying I could go to the branch in-person to have it fixed. All of this proved to be a waste of time because it was apparently not them who closed it, and to file an appeal I need a manager, which apparently not all of their bank locations have.

I completed the requirements to receive the {$300.00} bonus and right after doing so, Citizens closed my account ( or didn't, because the lady on the phone told me it's not actually closed and I continue to receive emails from the bank about the perks and benefits of my account ).

Company response to consumer: Closed with monetary relief