Consumer complaint received 2025-10-14 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA

Complaint narrative:
I opened my Citizens Bank account online and received my debit card. On XX/XX/year>, I went into a Citizens Bank branch to make a withdrawal. The teller informed me that the branch did not have enough cash on hand for the full amount I wanted to withdraw and said the maximum she could provide was {$2500.00}, advising that I could visit another branch for the rest. I agreed. 

While processing the withdrawal, the teller stared at her screen for an unusually long time. When I politely asked if there was an issue, she did not respond directly but told me to give her a minute. She then walked over to her supervisor, and from that point forward, I was treated very unfairly and disrespectfully. 

The teller and her supervisor began questioning me about why I chose to bank with Citizens Bank, how I opened my account, and what identification I used to verify my account. I was also asked where my funds came from, and I explained that all information should already be in their system. I also told them that the funds came from my XXXX XXXX account and casino winnings, both of which I could prove. 

The supervisor then questioned my large withdrawals. I responded that it was my money and I had the right to spend it how I wished. The supervisor stated that she does have the right to micromanage my account, especially if it seems suspicious. She then told me she was placing a 3-hour hold on my account for review. When I said I would wait, she made a rude remark implying that waiting was my choice. 

No investigation or report was actually submitted that day. I later confirmed this. I had to take off work the next day and visit another branch, where I provided : My drivers license, passport, birth certificate, and Social Security card for verification, Three months of XXXXXXXX XXXX statements showing my savings transfers, and Deposit and withdrawal history from XXXX XXXX, verifying the source of the transferred funds. 

That second branch finally initiated the case on the next day ( not the XXXX as originally claimed ). When I called Citizens Banks customer service, I was told the review would take 10 days. Later, the date was unexpectedly changed to XX/XX/year>, with no explanation for the extended timeframe. 

My account has now been frozen for weeks. I have provided more than enough documentation to verify my identity, my source of income, and the legitimacy of my transactions. Since the hold was placed, my account now shows a negative balance caused by forced reversals and overdraft fees, which were the direct result of the banks hold, not my actions. 

When I tried to escalate this, I was told by Citizens Bank representatives that no higher department exists beyond the back office, which I believe is inaccurate. I have not received any written explanation for the freeze or for the extended date, and I believe I have been unfairly treated and profiled by the initial branch staff.

Company response to consumer: Closed with explanation