Consumer complaint received 2025-09-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: CITIZENS FINANCIAL GROUP, INC.
State: NJ

Complaint narrative:
Approximately XX/XX/XXXX, I tried to log into my mobile app to check my balance, and to find out it kept saying my credentials were wrong. I called the support number given by the app and it sends me to the fraud Department. I find out my account was locked because of a charge they thought was fraudulent. I asked why they didn't call rather than wait until I went to use my card? Unfortunately, the man on the line had a very thick accent and was hard to understand, I asked several times to repeat himself. I was able to hear it was a {$30.00} charge, and knowing I had just been to the XXXX, and that was the co-pay amount, so I told them I knew it was XXXX XXXX XXXX They unlocked the account and went about my business. 
On XX/XX/XXXX, my paycheck was direct deposited into my account as usual. Again, I couldn't open my mobile app, I needed it to pay a couple of bills.. So once again I got transferred to the fraud department. So I asked what was going on and they didn't notify me again, at which time they inform me that they have frozen the account, it will be closed and that any balance would be MAILED to me!! I asked why, what happened. They said it would all be explained in a letter they sent on XXXX!!! I explained that I wasn't aware of any such action and haven't rec 'd the letter. That I needed food & medicine and now they're holding my pay! They didn't care. I went to the branch manager in tears .. I kept saying over and over that I need my medicine.... The manager and an associate I was working with both reviewed my account and saw NOTHING that should've triggered such a response!! I have a handicapped son I support, I need medicine, and we need food. If they want me gone fine, let me withdraw my money and I'll never come back here again. The manager told me the account is marked " NO Credits '' so I can't withdraw. I told them I can not wait for a check in the mail!! I need food and medicine NOW. The letter dated XXXX that they sent didn't arrive until XX/XX/XXXX!!! I told them if I had a XXXX or died because they withheld MY money, I have instructed my children to make sure they sue for wrongful death or possibly homicide as I repeated time and again, I need my meds! I had to leave the branch as I was " causing a scene ''. So every day I called the fraud department to get someone to help me. Ironically, my mortgage is also with Citizen 's. I had a payment scheduled for that Friday, and they bounced the payment to their own bank! The to add insult to injury, the late payment got reported to the credit bureaus, so I couldn't get an equity loan to catch up on all the bills that are now piling up, by no fault of my own! So not only have they endangered me physically, now they have injured my credit, and I have NO IDEA what I supposedly did!! The letter doesn't explain anything other than they are closing my account. I would like an actual reason and them to admit to my mortgage holder that this was their fault and remove the derogatory from my name! I finally found one manager at fraud, a woman who was very caring, by this time I am hysterical. She called me back after an hour and she told me get to the bank now and withdraw your money. But this only is open for like an hour.... so I rushed there and got my money, but the damage was done. my next pay I got a paper check and had to open a new account somewhere else, which took time. So now I am in such a mess with all my accounts. All this could've been avoided. I don't even have as much as a traffic ticket, let alone dong something nefarious with my account. Please help.

Company response to consumer: Closed with explanation