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Business Profile

Bank

Citizens Business Bank

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Citizens Business Bank's headquarters and its corporate-owned locations. To view all corporate locations, see

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Citizens Business Bank has 23 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/20/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Discrimination against Asian during teller transaction. Visited Pomona branch at ***************************************** on May 22, teller # *** first refused to help then give a hard time. Visit same branch again today. Teller *** gives an attitude and refuses the transaction.

    • Initial Complaint

      Date:05/30/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a CD with the bank since 2011. They continuously refuse to give me my money unless I pay a $1,600 fee or pull the money out on person from ******** within a 7 day period every two years. They are currently paying me 0.5% on $160,000 in my account. They also have not been sending me letters as to when my CD comes due but say it's my responsibility to be on top of it.

    • Initial Complaint

      Date:05/14/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am reaching out to CITIZENS BANK regarding a late payment on my credit report. As a consumer, I am made aware that a creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose, unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required by section 1637(b) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date. With this being said, please show proof where my periodic statement was sent regarding these 3 late payments. If a periodic statement cannot be sent showing where these late payments occurred, please do your due diligence to update these 3 late payments. They are only affecting my financial reputation but also causing financial harm to myself. Account ******************** BANK NA - 279509XXXX Last 4 digit of SSN: 9154

      Business Response

      Date: 05/31/2024


      Dear *****************************, 

      This letter serves as our response to the complaint ******** registered by ********************************* with BBB on May 14, 2024 and submitted to Citizens Business Bank by BBB via email to ********************* on May 30, 2024. 

      In reviewing the complaint, ****************** indicates that her credit report contained late payment information about her credit card and she is demanding proof of compliance with statement notification requirements. We were unable to locate ****************** by name, social security number, or account number in any of our customer records. We note that ****************** lists a Georgia address, however, Citizens Business Bank is only located only in **********. It appears that you directed ********************** complaint to our bank, Citizens Business Bank, in error as opposed to Citizens Bank ***** institution with her account, as listed in the complaint information. Kindly resubmit your request to the correct bank so that it may be evaluated by the correct organization. 
      Sincerely, 

      Mithael Genet


    • Initial Complaint

      Date:05/23/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I hold a nonprofit bank account for a Girl Scouts of Central California South troop. The bank has been improperly charging our account an $18 monthly service fee for the past four months. Each time, after a series of phone calls and in-person visits, we are assured that the fee will be removed and it shouldn’t happen again. This most recent time, I have been waiting 25 days for it to be removed. A representative from the Girl Scouts told me that it only happens randomly to a few of their accounts, that the bank doesn’t know why it is happening, and that they’re working on it. My girls work hard for every penny, and I can never be sure of our bank balance. I am weary of making phone calls, visits and complaints with still no resolution.

      Business Response

      Date: 05/25/2023

      May 25, 2023
      Better Business Bureau (BBB) of
      the Central California
      **** **** **** ****
      ******* ** *****

      Re; Case # ********
      This letter serves as our response to the complaint
      submitted to BBB by ******** ***** on May 23, 2023. Ms. ***** indicated in the
      compliant that the monthly service charge on a Girl Scouts of Central
      California South account had not been removed for a few months as indicated by
      the Bank.
      Our records indicate that there are forty troop accounts
      maintained for the Girl Scouts of Central California South, Inc. (“Girl
      Scouts”) at the Bank’s ****** Business Financial Center located in ******,
      California. Mr. ****** *****, Vice President, and Relationship Manager,
      responsible for this banking relationship has had several discussions with the
      Executive Director and the CFO of the Girl Scouts on how monthly service
      charges of all troop accounts are to be handled as recently as on May 8, 2023.
      Our records indicate that Ms. ***** is an authorized signer
      for one of the accounts designated for Troop 5178. Mr. ***** has communicated
      Ms. *****’s concerns to the Girl Scouts CFO on May 24, 2023. The CFO informed
      Mr. ***** that she has notified all troop leaders to direct all questions
      regarding the bank accounts to her in the future to avoid any misunderstanding.
      Therefore, we believe this matter has been resolved.   
       If you have any
      questions or need additional information, please contact the undersigned.

      Sincerely,
      ***** ****
      Vice
      President/Operations Compliance Manager
      Risk Management
      Division

      Customer Answer

      Date: 05/28/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Citizens Business Bank is NOT a BBB Accredited Business.

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