Consumer complaint received 2026-01-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY

Complaint narrative:
We are joint account holders at Citizens Bank and have been customers for nearly 10 years. We have multiple accounts with them : a main checking account, a savings account, and XXXX  student accounts. 

On XX/XX/year>, we reported several unauthorized charges that caused our checking account to go into a negative balance. These charges were not made by us. We immediately contacted Citizens Bank and were told by two separate representatives that our dispute was being expedited and that provisional credit and overdraft fee removal would be handled the next day. We followed all instructions provided and additionally we deposited {$330.00} of our own money into the account, which was more than enough to cover the unauthorized charges, just so we could continue to use our account until they issued the provisional credits or settled the dispute We are joint account holders at Citizens Bank and have been customers for nearly 10 years. We maintain a main checking account, a savings account, and XXXX student accounts with them. On XX/XX/year>, we reported several unauthorized charges that caused our checking account to go into a negative balance. These charges were not made by either account holder. 

We immediately contacted Citizens Bank, and two separate representatives informed us that the case would be expedited and that provisional credit, along with fee removal, would be applied the next day. Based on this assurance, and to act in good faith, we deposited {$330.00} of our own moneymore than the total of the disputed chargesso we could continue to use our account for necessary household expenses. 

Instead, Citizens Bank reversed its position. They stated they would now take the full XXXX business days to process the dispute and would only reverse overdraft fees related to the specific unauthorized chargesnot the fees that compounded because of the negative balance and their delay in issuing the provisional credit. We were then denied access to our own account and continue to be blocked from using it for online purchases, bill payments, or transfers. 

XXXX ( main account holder ) is XXXX and receives XXXX as our sole income. We support XXXX children in our home. The account in question is used to pay all household expensesrent, food, gas, utilities, insurance, and phone bills. Since being locked out of the account, we have been forced to rely on our childs debit card and a XXXX card just to buy groceries and fuel. We have no alternative banking method. 

Most concerning, a Citizens Bank representative stated directly to us that when our next XXXX  payment is deposited, the bank will apply it toward the negative balance to bring the account current. This is a direct violation of federal law under 42 U.S.C. 407, which prohibits any financial institution from seizing or offsetting Social Security benefits to satisfy private debts without a court order. 

In past situations with similar unauthorized charges, Citizens Bank has always issued provisional credit within 24 hours, and all fees were promptly reversed. The only difference in this case is that our account balance was lower than usual. This suggests discriminatory treatment based on our financial status or income level, especially since the bank has previously shown that it has discretion to act fasterand has done so repeatedly. 

To support this pattern, we also reference a past situation after a house fire, when we received multiple insurance settlement checks from the same company, the same bank, and the same return address. The first check, for over {$5000.00}, was cleared immediately when our account had a higher balance. Later checks for smaller amounts were delayed, held without proper notice, and not made available within the timelines required under Regulation CC. Citizens Bank failed to release the legally mandated {$5500.00} and did not notify us of any hold in writing. When contacted, the issuing bank confirmed the funds had cleared and were no longer pending. Citizens Bank only corrected the issue after we filed a complaint. 

This pattern shows that Citizens Bank delays access, withholds funds, and denies assistance when our account has less moneyeven when we follow procedures and act in good faith. Their treatment of lower-balance customers appears discriminatory, harmful, and in violation of federal consumer protection laws. 

Further, as of today, the bank issued a * * partial credit of {$180.00} * *, which indicates they acknowledge some failure on their part. If they were fully in compliance, no credit would have been issued yet. This selective action undermines their claim that they must wait the full XXXX business days and supports our view that their process is inconsistent and unfair. 

We believe Citizens Banks conduct may violate : Regulation E ( Electronic Fund Transfer Act ) for failure to issue timely provisional credit Regulation CC for improper funds availability and lack of required notice UDAAP ( Unfair, Deceptive, or Abusive Acts or Practices ) under the Dodd-Frank Act Equal Credit Opportunity Act / Regulation B, due to discriminatory behavior based on financial status Social Security Act protections under 42 U.S.C. 407

Company response to consumer: Closed with explanation