Consumer complaint received 2026-05-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA

Complaint narrative:
On Monday, at approximately XXXX EST, I visited the Citizens bank branch located at XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX. I used my ID to withdraw {$5000.00} from my bank account. At approximately XXXX EST, I entered the Citizens bank branch at XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX. I originally attempted to withdraw {$5000.00}, but was informed I could take out more if I wanted, as long as they had the cash available. I then switched my request to {$11000.00}. The original teller that helped me was an XXXX American female, XXXX XXXX complexion, maybe mid XXXX. While waiting another XXXX American female also XXXX came over to look at the computer. Then the manager a tall bald XXXX American male, with a grey beard came out and asked me some generic questions about my withdraw. I was asked to wait on the side while they assisted other customers to see if they had enough cash available. Wait was maybe 5-10 minutes. While waiting, the manager sent the second female out to ask me what kind of claim the check came from. I said insurance. When she came asking me she sounded unsure of what she was asking me, so I asked if the manager could come back out if there were any more questions moving forward. The manager came back out asking questions that I feel were far beyond the reasonable scope of me withdrawing money from my account. He asked things like what kind of insurance was it who was the check issued to why did I have an insurance check deposited into my account why was I taking out so much money and what I planned to do with it he stated that large amounts of money dont usually come in to my account and that this was suspicious He also asked about a previous withdrawal I made at another branch earlier and I informed him it was me who made the withdraw. After what I felt like was some sort of interrogation, in front of everyone at the bank, he said he needed to call the insurance to verify. I explained that the check had been deposited, cleared and funds were already made available. I was simply trying to withdraw money that was mine. He said it would take maybe another 15 minutes. I was so frustrated I left the branch and drove off. Less than 5 minutes later, I returned inside, where I was told that my account was locked and I had no access to funds in my account. He said I needed to call the insurance to find out more about what was going on and that he couldnt give me any information. I later spoke with my adjuster who said nothing was red flagged on their end, things like this dont usually happen, and everything was ok. We conference called the bank and the representative who answered stated that the bank had to call them instead of us calling in. My adjuster gave his information. Later in the day he contacted me to inform me no contact was made. At XXXX EST on Tuesday, I received an email from XXXX ( my insurance ) about unusual activity on account. Tuesday morning, I visited the XXXX branch at XXXX XXXX XXXX XXXX, XXXX, PA XXXX. I spoke with XXXX XXXX who informed me my account was in good standing. No red flags. Account wasnt locked, and that I could withdraw funds out of my account with no problem. I withdrew {$8000.00} at that time. I then proceeded to take out another {$3000.00} at approximately XXXX EST, at the XXXX branch at XXXX XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX. At this point Ive been to 3 other branches who approved legitimate cash withdrawals from my personal account. At the location in question, I presented proper identification and requested a legit and withdrawal of funds. Instead of processing the transaction, the manager, XXXX XXXX, falsely claimed that my account was frozen and refused to give me my funds. As of XX/XX/year>, my account has been blocked by the fraud department. XXXX XXXX took it upon himself to try to verify a check that had already been cleared. I feel as though because of how I looked I was treated poorly, lied to, and discriminated against. Since all of this my account has be frozen, placed under investigation, and closed. There was no actually fraud on my account. Only fraud that happened was the activity from XXXX XXXX trying to get into my insurance account.

Company response to consumer: Closed with explanation