Complaints

This profile includes complaints for Citizens Financial Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Citizens Financial Group, Inc.

  1 Citizens Plz Providence, RI 02903-1344

  
• 

  Citizens Bank

  354 Broad St Manchester, CT 06040-4033

• 

  Citizens Bank

  221 Norwich New London Tpke Uncasville, CT 06382-2515

• 

  Citizens Bank

  83 Halls Rd Old Lyme, CT 06371-4409

• 

  Citizens Financial Group, Inc.

  209 Church St New Haven, CT 06510-1801

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.

• Initial Complaint

  Date:06/12/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 had a student loan with citizens bank and they sold it to cks financial in 2023 and when I talked with citizens they said they do not own the loan anymore because they sold it to cks financial. I contacted cks financial from citizens direction and set up a settlement/payment plan. I had a payment plan of $475 for 24 months. Totaling $11,400 that I have paid. I just finished the final payment in the agreement and went to contact them to make sure I had my balance paid in full. I could not contact them to make sure my account was paid in full with a zero balance for my records which was agreed upon. I tried calling, emailing and messaging on social media and nothing. I had to go out of my way to message someone on LinkedIn and they apparently shut down according to an old employee. I was not given notice and they still pulled from my account $475 for 24 months totaling $11,400 over the course of two years. If they were shut down then why would they still access my account for the money. No notice and nothing from anyone. I am not sure what is now going on with the loan as it is still on my credit report and I either need this money back or need to figure out where this money is and what is going on with the loan but this is fraud and theft. I called Citizens to contact them and see if they had any information and they have no record of any account, I said they must have a record because two years ago you told me you sold it to CKS financial, but they did not have any information. I called my bank and closed my old bank account and opened a new one and have a restriction on the old account to block that charge from coming out. I have also disputed all 24 payments with my bank for fraud.Thanks,******

  Customer Answer

  Date: 06/22/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  A relative passed away in ** late last year. PA has inheritance tax that we must pay within 9 months after death. He had cds, savings, and iras with the bank. I contacted Citizens multiple times to send me the date of death values required for tax filings. I even sent them notorized letters signed by the executor per their request to get the information a couple months ago. Since then, I have called them a few times to confirm they have the info they need. My last call was roughly two weeks ago. But, I have not yet received this important information.The tax due date is only a couple months from now, and I must have that information to file taxes. I don't know what to do to make this happen other than escalate the issue through a BBB complaint.

  

  Business Response

  Date: 06/17/2025

  A detailed response has been communicated to Mr. ***** on June 17, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

  Customer Answer

  Date: 06/17/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response by a phone call today 6-17-205 and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 filing a complaint against Citizens Bank for their failure to complete a fund transfer initiated on [Insert Date]. I have followed all steps required on my end, yet the funds remain inaccessible and the bank has provided no valid explanation.Citizens Bank told me the transfer had been canceled and gave me a case number (******), yet as of today, no resolution or release of funds has occurred. The delay appears intentional.What makes this more concerning is that after I told Citizens I was transferring the funds to LendingClub for a better rate of 4.40%, they appeared to intentionally stall the process. This behavior appears designed to prevent me from moving my funds to a competitor, and I find it both unprofessional and unethical.I would appreciate the BBBs assistance in securing a resolution from Citizens Bank and ensuring they are held accountable for their customer service and conduct.Sincerely,***** acct 2225

  

  Business Response

  Date: 06/10/2025

  Please see attached a copy of our response letter being provided for your files.
  
  Sincerely,
  Office of the Customer
  **********************

  Customer Answer

  Date: 06/10/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [YouI want to reiterate my frustration with the experience I encountered while attempting to transfer my remaining funds to LendingClub. Despite having successfully completed similar smaller transfers before, this time I was met with inconsistent explanations and repeated delays. I felt as though unnecessary barriers were placed in the way of a simple transaction, which made me feel like I was being held hostage with my own funds.
  
  The time and effort it took to make multiple phone calls each yielding different responses was both inconvenient and unacceptable. As a customer, I expect transparency and efficiency, and above all, the freedom to choose where I bank without undue interference.
  
  I hope Citizens Financial Group will take this feedback seriously and take appropriate measures to ensure other customers do not face the same obstacles. must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:06/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had accounts with **************** for over 20 years, always in good standing, and even being offered upgraded accounts. On May 9th I was alerted that my account as well as my husbands had been frozen at the same time. Despite calling multiple times, chatting online, and going into the bank itself, I was refused any information about why the accounts had been frozen. We have even had contact with their Office of the Customer Advocate who was also unable to provide any information regarding our accounts. My account was unfrozen and I received no notification of why it had been frozen in the first place, despite the bank insisting they would tell me after what had happened. I didn't even have enough time to go to my local branch to close it before they froze my account again. My husband's remains frozen and we have still received no information on why or what we can do to help expediate any process. The only thing they could tell us was that despite the accounts being frozen, we would still have to pay maintenance fees on them.Having both our accounts frozen at the same time meant we had no choice but to utilize credit cards in order to pay our bills while waiting for another checking account at another bank to be opened. Our utilization went up and our credit scores went down by 10 points. All we want is to close the accounts and be done with Citizens but they absolutely refuse to assist us.

  Customer Answer

  Date: 06/16/2025

  I have not heard from the business in response to my complaint. I would like to know why the accounts were both frozen at the same time with no communication. I would also like to know why one was unfrozen for a day and then immediately frozen again. I would like to know what reason there is and the rationale for the lack of communication and the absolute refusal of anyone at Citizens, from branch manager, to banker, to supervisors, and even Maylene from the Office of the Customer to provide any information regarding this situation. 

  

  Business Response

  Date: 06/18/2025

  Please see attached a copy of our response letter being provided for your files.
  
  Sincerely,
  Office of the Customer
  **********************

  Customer Answer

  Date: 06/23/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Crystal

   

   

• Initial Complaint

  Date:06/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On December 14, 2024, I deposited a check into my business account at ****************, as Ive done many times before. The check included my partners and my signatures and came from a vehicle sale the core of my business. On December 17, Citizens confirmed the funds cleared but placed a hold due to a double endorsement, even though this had never been an issue before.Despite verifying the funds with the issuing bank and providing confirmation to Citizens, they extended the hold multiple times first to December 24, then to January 8, and later to February 21, 2025. Each representative gave a different reason: unverifiable funds, account type, or pending back-office review. But Citizens received the funds on December 17 and never returned the check. They also refused to release it, making it impossible for me to recover the vehicle or be reissued a new check.I visited branches in ********, MD and Seaford, DE, and was told contradictory things. One rep said the check would be returned; the next day another said a new hold was placed. Eventually, I applied for a small business loan with Citizens to recover from this loss. I was denied and told they dont deal with businesses like mine even though they had previously accepted my deposits. When I appealed and offered collateral, they still refused. Citizens then shut down my business account entirely with no clear explanation.This was nothing short of targeted discrimination against a minority-owned business. While $18,000 may be small to a bank, it was vital to my company. Citizens mishandling of this deposit destroyed my business.I want to be compensated $18,000 per day from December 16 to December 31, 2024, for every day they wrongfully withheld or refused to return the funds. The fact that someone continuously kept going into the system and changing deposit date shows malice and a direct attempt to destroy my company which they have succeeded .

  

  Business Response

  Date: 06/10/2025

  Please see attached a copy of our response letter being provided for your files.
  
  Sincerely,
  Office of the Customer
  **********************

  Customer Answer

  Date: 06/10/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Wil

  Citizens Bank has displayed racial discrimination throughout the entire process which has caused monetary damages to my business. Someone personally continued to change the deposit date the date before my deposit cleared. 

   

• Initial Complaint

  Date:05/29/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  A fraudulent charge was placed on my credit card without my permission. I went to the bank in person to resolve this issue and closed the account. I received a letter dated 04/23/25 that indicated they completed their review and that the account was credited in the amount of $50.74 by the merchant. (*********) Even though I have this letter as confirmation and the account has been closed, I received an email today stating that I need to pay this amount which is due by June 2, 2025. I will not be able to go to the bank in person before this date and they will report this to the credit bureaus ruining my excellent credit. I have made several calls to the bank today to no avail. Please help me.

  

  Business Response

  Date: 06/11/2025

  A detailed response has been communicated to Ms. ***** on June 11, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

• Initial Complaint

  Date:05/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 did not initiate, apply for, or authorize this account, and I believe it may be the result of fraud or identity theft. As such, I am requesting that this account be investigated and removed from my credit report pursuant to the Fair Credit Reporting Act (FCRA).

  

  Business Response

  Date: 06/02/2025

  Please see attached a copy of our response letter being provided for your files.
  
  Sincerely,
  Office of the Customer
  **********************

  Customer Answer

  Date: 06/02/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 06/10/2025

  Please see attached a copy of our response letter being provided for your files.
  
  Sincerely,
  Office of the Customer
  **********************

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:05/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 was a victim of Fraud in Jan ******** *********** is supposed to receive the funds from Citizens by Reverse wire.I believe Citizens bank is now being fraudulent in that they are keeping the money against my will.

  Customer Answer

  Date: 06/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:05/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  SUMMARY OF PROBLEMS On 2-20-25 opened an new Money Market account in my wifes Cheryls name. - 3.0%Transferred new money in to have a combined amount over $200,000 for Private Client.3-10-25 opened a CD with ******* ******, he said would up my separate Money Market to 3.0%This never happen.4-11-25 Email ******* when got statement advising did not ********* RESPONSE 4-16-25 Email ******* again, stating does not appear anyone cares about this and will go to another bank.He then calls me and says he was off a day any had 48hours to respond and he was displeased with my attitude. He told me **** ***** would call and address the problem.**** did call and said he would correct the problem and see if could get the back interest paid.Heard nothing after that.5-14-25 statement came and interest was not changed for another month 5-14-25 emailed **** again Heard nothing back yet.5-21-25 received a general non related email from Citizens Private Client group, sign by ****, stating:****** - No matter your financial goals, were here to help Learn the importance of reviewing and updating your financial ******* mention of the problems I had had. I responded you could address my interest problem.Heard nothing back. Now I am out about $314.00 for the 2 months and at least 2 of Citizens employees do not care.

  Customer Answer

  Date: 06/03/2025

  I have not heard from the business in response to my complaint.

  I received an email from the business and they called using the wrong phone number. I responded to the email correcting the number and also called them several times only got voice mail which a message was left on 5-30-25. Have heard nothing back. 

  Attached is copy of the email sent. They are using an encrypted type. 

   

  

  Business Response

  Date: 06/17/2025

  A detailed response has been communicated to Mr. ******* on June 17, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  
  

  Customer Answer

  Date: 06/18/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 deposited $40,000 into my checking account. They put it on hold then added an additional hold for $35,000 drawing my account negative. Their customer service **** are incompetent. Higher up will not return my calls for 4 days now. As things bounce all over town and other companies charge me fees.

  

  Business Response

  Date: 06/04/2025

  A detailed response has been communicated to Mr. ******* on May 28, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

  Customer Answer

  Date: 06/04/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *******