Citizens Financial Group, Inc. Bank Account Or Service Complaint

Citizens Financial Group, Inc. Bank account or service department,

Other bank product/service Deposits and withdrawals Massachusetts

I had attempted to obtain old account statements online from Citizens Bank, and a day or so later submitting the request I received a secure message through the online portal with a list of associated fees. When attempting to respond to the message, I received an error message that my response had not been submitted, so I called customer service. Customer service informed me they could only put a new request in on my behalf, and in roughly 48 hours I would receive a phone call with fees that I was required to agree to in order for the order to be processed. Over the course of the next week I had yet to receive a call regarding fees, and I had forgotten about the request until - separate packages arrived with sets of statements, - for the online request and - for the in person request. I immediately checked my accounts and found I had been charged $90.00 in - account and $40.00 in a second. I called customer service yet again to resolve and I was told it would be two business days until they could review the recorded call ( this call happened on a Saturday and


that this was well outside the norm of acceptable ). - called me later Friday and told me it would be another two business days before he could review the call and offered no resolution. Last night ( the - Tuesday in which a call was promised ) I finally received a call back from -. He told me he had reviewed the call and felt I was aware of the fees. I directly asked him if he listened to how the call ended, where I was required to receive a call back with fee information, and he said the best they could do was take half off the expense ( which rectified the duplicate charge and nothing else ). At the end of the call - refused to escalate the issue and would not give me a contact if I had further questions. As of now - has only credited half of the $90.00 charge and has not credited the other portion of $40.00 I was promised.