Consumer complaint received 2025-06-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: CITIZENS FINANCIAL GROUP, INC.
State: VA

Complaint narrative:
I am writing to formally file a complaint regarding Citizens Bank 's failure to close my account ( s ) as requested and the unacceptable customer service I experienced when attempting to resolve the issue. 

On XX/XX/year>, I visited a Citizens Bank branch ( XXXX XXXX XXXX XXXX, XXXX, VA XXXX ) with the clear and sole intent of closing my checking and saving accounts. I was advised to transfer all funds from my checking account to my savings account so that the bank could issue a single cashiers check instead of XXXX separate checks. Despite following what I believed to be the proper procedure, my account ( XXXX ) remained open. 

On XX/XX/year>, I called the same branch to inquire about the issue and spoke with a representative whose name, to the best of my recollection, is XXXX, a personal banker. 
The interaction with XXXX was disappointing and unprofessional. He was unpleasant and spoke with an attitude, offering no empathy or ownership of the issue. When I asked why my accounts were not closed as I had requested during my XX/XX/XXXX visit, his response was, I was not there when you visited, implying that the issue wasnt his concern and deflecting any responsibility. He further claimed that I must have forgotten to request the account closures, which directly contradicts the purpose of my visit on XX/XX/XXXX. I immediately corrected him and explained that the sole reason for my XX/XX/XXXX visit was to request the closures of the accounts in question. It was evident that he was not listening and was instead being defensive, rather than taking ownership of the error. At no point did he acknowledge the mistake or offer an apology for his incorrect assumption. 

Furthermore, when I asked XXXX to file a formal complaint on my behalf, he refused. I then requested to speak with a XXXX or the person in charge at the branch, but was told that no one in charge was available that day. I requested a call back from the branch XXXX to discuss the matter ; however, as of today, I have not received any follow-up via phone or email. 

Additionally, I am deeply concerned about how my personal information was handled during that call. XXXX only asked for my Social Security XXXX to locate my account he did not ask for my full legal name, date of birth, or any other identifying information. I did not call from the phone number registered to my account. This raises serious concerns about Citizens Banks security protocols and how easily personal and financial information might be disclosed without proper identity verification. What if I were impersonating a customer? 

XXXX assured me during the call that he would process a refund for any fees incurred and that my account ( XXXX ) would be closed. Yet as of todays date, the account ( XXXX ) remains open with a negative balance due to continued monthly maintenance fees. This is unacceptable and has caused unnecessary frustration and concern.

Company response to consumer: Closed with monetary relief