Consumer complaint received 2025-04-29 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem accessing account
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA

Complaint narrative:
On XX/XX/25 I required 6 years worth of bank statements to get medical insurance, so that I can get a caregiver and medication. I explained that I was on a time constraint and i really needed by XX/XX/25. They said there was nothing they could do. The told me it would be XXXX working days. 

I followed up on or around XX/XX/25. I was asked my Social Security number, and she told me to hold on. She then came back to the phone and told me that they couldnt find my records. I asked them how can you not find my records when I just called on XXXX XXXX and they had my information then. I also told her that I have the last four of the account number and they had pulled it up previously by asking my social security number, birthdate, last four of my account, and my address. She totally ignored me, and proceeded to tell me to hold again. She came back and asked me my only for my Social Security number again, and was I the account holder. I asked her what is going on. She still hasnt asked me for my other information to verify me. She said she still couldnt find it. Then she asked me what was my Social Security number again and told me to go to my local branch. Which was previously stated, that the local branch told me to call this number because they cant give archived bank statements. Im asking her how did the put a request in on the XXXX and now not only cant you find the request, you cant find my account. 

I hung up and I called right back, and the next operator asked me for my name, Social Security, last four of digits my account, and my address and verify me. But, that operated stated that my request is processing. I asked to speak to a supervisor when the supervisor came on. She gave me the same information and a request number. I asked can it be expedited? She said theres no way for it to be expedited that it takes five days five business days to get the information together, then 7 to 10 days to deliver. 

I called again again on the XXXX and this operator asked for the same information my name last four of the account Social Security number and my address to verify me and he states that the reason why I didnt receive it is because they had a problem with the address Im asking him. How do they have a problem with the address when every time except for the one lady they asked me for my name, address, Social Security number, the last four of the account number to verify me. He states I dont know maam, but thats the reason why and it wasnt sent off. He gave me a whole new request number, and told its now going to take 8 to 10 business days. I asked him how come just a day before I spoke with the operator asked for supervisor, and they both told me that the request was being processed. They hadnt given me the information that it was an address problem me the information thats why it wasnt moving forward. He stated he didnt know and I just hung up so Im in limbo now.Im extremely anxious because I dont know if their going to accept this after the date due, which was the XXXX and I reached out to the waiver program, by to see if they would extend it but I havent received an answer yet. This is my livelihood thats being played with, because of their irresponsible behavior.

Company response to consumer: Closed with explanation