Consumer complaint received 2026-03-10 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA

Complaint narrative:
Subject : Formal Complaint Regarding Representative Conduct and Interest Rate Adjustments on Personal and Business Money Market Accounts Dear XXXX XXXX Team, Please treat this correspondence as a formal complaint requiring review by your XXXX XXXX, XXXX, or XXXX XXXX unit. I am requesting a documented investigation and written explanation addressing the issues described below, including the conduct of the representative involved and the interest rate adjustments applied to my deposit accounts. Please also consider this letter a request that Citizens Bank preserve all records relevant to this matter, including internal communications, call recordings, employee notes, and system activity logs related to my accounts and the interaction described below. First, I experienced extremely unprofessional and discourteous treatment from a Citizens Bank representative during a recent interaction. The employee involved was identified as XXXX, who was associated with the Citizens Bank branch listed below. On XX/XX/year>, during my communication with this representative, XXXX was condescending and dismissive while addressing my concerns. When I requested to speak with a manager, he refused to transfer my call or escalate the matter despite my explicit request. I found this behavior unacceptable and inconsistent with the standards of professionalism expected from a financial institution. Branch Information : Branch Number : XXXX Address : XXXX XXXX XXXX XXXX, PA XXXX I also request that Citizens Bank preserve and review any call recordings, internal call logs, or employee interaction notes related to my communication with the representative identified as XXXX at XXXX XXXX, Pennsylvania branch ( Branch No. XXXX ). If recordings or internal notes exist, I request that they be included as part of the investigation so that the conduct of the representative and the refusal to escalate my request to a manager can be objectively reviewed. Additionally, on XX/XX/year>, I contacted the corporate customer service office of Citizens Bank to file a complaint regarding this interaction and the concerns described in this letter. During that call I was provided with complaint reference number XXXX and was informed that I would receive a follow-up call within two business days. However, I did not receive any follow-up communication regarding this complaint. The failure to follow up on complaint reference XXXX as promised raises additional concerns regarding the adequacy of Citizens Banks internal complaint-handling and escalation procedures. Second, I have serious concerns regarding repeated interest rate reductions on my money market accounts, including both my personal account and my business account. Over multiple instances, I observed that the interest rates on these accounts were drastically reduced. On several occasions, after I contacted Citizens Bank to question or complain about these reductions, the rates were subsequently increased again. This pattern raises concerns that my accounts may have been singled out for reductions that were not applied uniformly to other customers or that the rate adjustments were handled inconsistently. Given the significance of deposit interest rates and the expectation of fair and transparent treatment by a federally regulated bank, I believe this matter warrants a thorough review. Additionally, I request that Citizens Bank provide a complete record of the interest rate history for my personal and business money market accounts, including the effective dates of each rate change, the APY applied during each period, and the internal basis or policy used to determine those adjustments. Please also confirm whether these rate changes were applied uniformly to other comparable money market accounts held by customers during the same time periods. If my accounts were subject to different rate adjustments than other similarly situated accounts, I request a written explanation detailing the reason for that difference. Furthermore, I specifically request confirmation as to whether any account-level rate overrides, manual adjustments, or discretionary rate changes were applied to my accounts by branch staff or internal banking personnel. If such overrides occurred, I request documentation identifying the dates of those changes, the employees or departments involved in authorizing them, and the internal policy or justification supporting those actions. Accordingly, I respectfully request the following : 1. A formal investigation into the conduct of the representative, XXXX, who refused to escalate my request to a manager and behaved in an unprofessional and condescending manner. 2. A review of all interest rate changes applied to my personal and business money market accounts. 3. A written explanation of the basis and timing of each interest rate adjustment applied to these accounts. 4. Confirmation as to whether these adjustments were applied consistently across similar accounts held by other customers. 5. Copies of any internal notes, records, call logs, or documentation reflecting communications, rate adjustments, or account-level decisions affecting my accounts. 6. Confirmation as to whether any account-level rate overrides or manual rate adjustments were made on my accounts and, if so, the internal justification and authorization for those changes. Please consider this letter a formal request for investigation and documentation of these issues. If necessary, I am prepared to provide additional information, including statements or records that show the pattern of rate changes referenced above. If this matter can not be resolved satisfactorily, copies of this complaint may be submitted to the appropriate federal regulatory authorities, including the Office of the Comptroller of the Currency and the Consumer Financial Protection Bureau, for independent review. Because this matter involves potential unfair treatment and account-specific rate changes, I believe it warrants formal regulatory review if a clear explanation and resolution can not be provided. I appreciate your prompt attention to this matter and request a written response once your investigation has been completed. Sincerely, XXXX XXXX Account Information ( for investigation purposes ) : Personal Money Market Account Last Four Digits : XXXX Business Money Market Account Last Four Digits : XXXX Attachments / Evidence ( if applicable ) : Account statements showing interest rate changes Screenshots or records reflecting APY reductions or increases Any correspondence or communication with Citizens Bank regarding these accounts CC : Office of the Comptroller of the Currency Consumer Financial Protection Bureau

Company response to consumer: Closed with explanation