Consumer complaint received 2025-02-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA

Complaint narrative:
Subject : Formal Complaint Against Citizens Bank Unexplained Account Hold & Verification Issues To Whom It May Concern, I am filing this complaint against Citizens Bank due to their failure to provide a valid reason for placing an unauthorized hold on my account, repeated refusal to verify my identity despite my compliance, and their lack of transparency in handling my funds.

Background of the Issue : 1. On [ date ], I contacted Citizens Bank to address an issue with my account. I fully verified my identity and provided all requested information.

2. The representative placed me on hold for approximately five minutes and then transferred me to another department without informing me.

3. Shortly after this transfer, an authorization hold was placed on my account without notification or explanation.

4. When I called back to inquire, a fraud supervisor refused to provide a reason, stating that there could be multiple reasons and that Citizens Bank does not have to disclose this information.

5. Despite repeated attempts to verify my account, customer service continues to claim that I can not be verified, even though I have provided all necessary information multiple times.

6. Citizens Bank is denying me access to my own funds without any justification, which has caused significant stress and financial disruption.

Violations & Consumer Protection Concerns : Lack of Disclosure : Under the Truth in Savings Act ( TISA ) and Electronic Funds Transfer Act ( EFTA ), banks are required to inform customers of account holds and provide a reason.

Failure to Verify Me Properly : Despite verifying my identity multiple times, I am being told that I can not be verified, which raises concerns of negligence or discriminatory practices.

Financial Harm : This hold has prevented me from accessing my own money, potentially leading to missed payments, late fees, or other financial consequences.

Unfair or Deceptive Banking Practices : Citizens Bank is refusing to explain why my funds are being withheld and is failing to provide adequate customer service to resolve the matter.

Requested Resolution : I demand that : 1. Citizens Bank provide a written explanation for the authorization hold placed on my account.

2. Immediate removal of any unjustified holds that are restricting my access to my funds.

3. An investigation into the misconduct of the representatives and supervisors who refused to provide information despite my full verification.

4. Compensation for any financial damages incurred due to this unnecessary account restriction.

If this matter is not resolved immediately, I will escalate it further by seeking legal action and publicly reporting Citizens Banks misconduct to federal regulators.

I expect a written response within 10 business days addressing my concerns. If Citizens Bank fails to comply, I will pursue all legal and regulatory avenues necessary to protect my financial rights.

Company response to consumer: Closed with monetary relief