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 Financial Group, Inc.

  6324 Stenton Avenue Philadelphia, PA 19138

• 

  Citizens Financial Group, Inc.

  301 North Main Street Butler, PA 16001

• 

  Citizens Financial Group, Inc.

  8050 McKnight Rd Pittsburgh, PA 15237-5792

• 

  Citizens Bank

  11060 Perry Highway Wexford, PA 15090

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:03/19/2025

  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.

  Over a month ago, I applied for a ***** loan with Citizens Bank - to then use that ***** to pay off the balance from an existing ***** with NavyFederal. Last week on 3/11/25 a day before our scheduled closing (3/12/25) Citizens reached out to me, stating they had reached out to NavyFederal twice for the Payoff Amount but still had not yet received itand said if I was not able to acquire it before Close of Business that day that I would have to reschedule. I then rushed to get it from NavyFed, and sent it over to Citizens before COB on 3/11, and then closed the next day on 3/12 (at the Citizens branch in ******, **).Earlier today (3/19/25), NavyFed called and left a voice message saying the Payoff amount they received from Citizens did not cover the full amount that was neededand as a result, the Payoff amount had changed and I now owed additional interest (of $296.54) since NavyFed did not receive the Loan Payoff from Citizens until today, approx. 1 week after I closed. After finding this out from ******* and paying off the remaining $296.54, I then contacted Citizens the same day/later that evening to have them credit the $296.54 considering it took them about a week to send the Payoff to NavyFed to allow more interest to accrue/a new Payoff amount to be generatedbut the Citizens customer service agent did not seem interested in helping out. She then put me on hold for ~45 mins as I asked to speak to a managerand then just ended up hanging up on me/disconnecting the ******* summarize, I would like Citizens to credit me back the $296.54 as they could have taken measures on their end by notifying NavyFed, sending the Payoff via Express mail, etc. to ensure I wouldve avoided to having to pay anything additional considering there was only one (1) day difference between me acquiring the Payoff Amount (from NavyFed) and closing the ***** loan with Citizens.

  

  Business Response

  Date: 04/08/2025

  Please note that we have fully addressed this matter directly with Mr. ******** on April 8, 2025  via email. 
  
  Sincerely,
  Office of the Customer
  **********************

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair 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.

  Hi,My name is ****** ******. I have been a customer of **************** formerly ******************** for almost 20 years. I have received multiple notifications of possible fraud. It was not fraud I called the fraud department to let them know that it was not fraud and in fact the charges were mine. No one can give me an answer. I went to my local branch to withdraw funds for my bills and was told my account is under review and I cannot withdraw or deposit money. I am very upset and no one can give me answers. Every time I ask what is the reason, Everyone keeps saying that they do not know and they I will receive a letter in the mail. This is unacceptable! I have bills that are due and I'm going to be charged late fees because you guys are not allowing any transactions and did not notify me of my account being frozen. Now I find out my account may be closed for what reason... When playing BETMGM you guys blocked my deposits for whatever reason when you can clearly see I have been playing the games for months. I would like my account unfrozen immediately and kept open.

  

  Business Response

  Date: 03/24/2025

  A detailed response has been communicated to Ms. ****** on March 24, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

  Customer Answer

  Date: 04/01/2025

  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. 

  I understand the reason for closing my account but no one can tell me if my check for my remaining funds have been mailed. I just want a response and status update. It was supposed to be mailed on 3/28/25. I just would like to confirm its been mailed and what amount was mailed?
  
  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: 04/10/2025

  A detailed response has been communicated to Ms. ****** on April 9, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

• Initial Complaint

  Date:03/18/2025

  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.

  Last November 2024, I closed my "Island *********************" checking account with ********************** when I sold my business. When I went into the branch to close the account, there was no information provided to me that the account would disappear off my online profile. I received no email or notification that the account would no longer appear. When I went online to download my statements is when I realized that the closed out was taken offline. I called the customer service and put in a request to have the statements mailed to me (Request # ***-01-541100574). They mentioned that it would take 10 business days but I could go into a branch if I needed to have them after and have them emailed to me. I went into my local branch same day and they informed me that they could not perform such service so they went ahead and put in a request. They asked if I wanted to have them mailed to my personal address or the branch and I requested the branch. (Thinking it would go faster). I never received statements from either request. On March 6th, I put in another request (Request # ***-01-5465100006) - the *** on the line stated that they would expediate the request and it would take 3-5 business days. As of March 18th, I still have not received the statements. I called today again, they still hadn't processed the request. I spoke with a manager who said they would send an email to escalate this however, I have not received anything again. The ***s on the calls seem to wait to help but as soon as the call ends, the request seem to be disregarded entirely. Due to this delay, I am not able to complete my year end reconciliation. I have a standard audit that happens each year that was due by today that now I am negative for. If I do not get my statements soon I will not be able to file my taxes by the deadline either.

  

  Business Response

  Date: 04/01/2025

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

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair 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.

  The bank is not allowing funds to be transferred to external banking institutions.I have called multiple times and been on the phone for hours being transferred from one dept to another with no avail

  

  Business Response

  Date: 04/11/2025

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

• Initial Complaint

  Date:03/14/2025

  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.

  I am not liable for this debt with Citizens One. I do not have a contract with Citizens one. They did not provide me with original contract as I requested

  

  Business Response

  Date: 04/22/2025

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

• Initial Complaint

  Date:03/13/2025

  Type:Billing 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 have a money market account with ****************. I have called three times, three months in a row, to close the account, and three times been assured that they successfully closed it at the end of the call. However, the account remains open, and every month accrues a $10 service charge, which I have called to dispute. They refund the charge but leave the account open. I would like to close the account and end the ongoing process of service charge / refund, and I will contact them a fourth time, but at this point I'm not sure what good it will do.

  Customer Answer

  Date: 03/24/2025

  [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:03/13/2025

  Type:Sales and Advertising 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.

  problem with security code and *******s wireless purchase i have been trying for almost three days to get a solution from either ******* wireless or citizens bank to the following serious issue:when i attempted to make a purchase transaction with my citizens bank debit card on the ******** website,the only option to successfully complete the transaction is sending a security code to my cell phone which i no longer have access to.there are no alternatives to receiving the security code like sending it to your email address or calling a landline number.this was a very poorly designed process.meanwhile,i have talked to staff members on both the *******s wireless and citizens bank side, and no one has given me a workable *********** has been almost three days now, and my potential purchase is still sitting in my ******* wireless bin,and i can not purchase it.unless someone comes up with a solution so i can purchase my *******s wireless product, they will lose my business, and i will miss out on a good purchase.

  

  Business Response

  Date: 03/10/2025

  First-Citizens Bank & Trust Company is unable to locate ******* ***** in our system.  Should the complaint be sent to Citizens Bank?  Thank you.

  Customer Answer

  Date: 03/10/2025

  when going to purchase a smartphone online in the ********* store,when I use my citizens

  bank debit card, it sends a security code to my cell phone,and I no longer have access

  to my cell phone...other companies have an alternative option of sending the code

  to your email or calling your landline phone. since I have no access to my cell phone,

  i can not access  the code and complete the transaction.... other people have also commented

  about this situation online.

  Customer Answer

  Date: 03/11/2025

  the product i am attempting to buy from ****************,a ******* galaxy A16 5G
  is in my ******* wireless shopping cart.... my ******* account# is ****************
  
  their address is:******* wireless internet operations
      one ******* way, *****************07920
               

  Customer Answer

  Date: 03/26/2025

  [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 to test the resolution to see if it resolves complaint #********.

  after successfully testing the resolution, I will then respond that you can close the complaint

  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair 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.

  Citizens Bank overdraft my bank account up to almost $5,000 I tried calling starting on the 8th of February to inquire what was going on with the overdrafts they told me I was I was never opt out I have my phone but my phone is not able to take a picture of it but they have a picture of it from the **** agency

  

  Business Response

  Date: 03/18/2025

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

  Customer Answer

  Date: 03/24/2025

  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. 

  This complaint is an addition to the first complaint I had with citizens Bank I would like to start off with the *** **** lied on at least three occasions stating the dates that I had opt out of overdraft protection I never was out in I have submitted my paperwork she has given two different days one being January 21st the other being January 22nd that I was on the recorded line she needs to play that whole recording because she's leaving out why I was talking in the first place to representative it was due to replacement of debit cards it representative voluntarily told me I was opt in then I told her that was a mistake I was never opted iin I said if that's the case you need to opt me out first lie second lie she wrote a letter for my complaint with cfbp stating my debit card was unenrolled January 10th 2025 which date is it because none of it is correct I am also asking for documentation when I opened my one deposit checking account of the opt out regulation e that I signed at opening it seems like it all to be with my driver's license social security card important documents that you would need to open an account I also need her to provide a copy or something with my explicit consent that I have opt in to the program the other lie she told that she went over the transactions that I sent herself couldn't have once I got over the shock I went through it myself and found several transactions and they were two and three seconds apart seem suspect to me. She told me I had no other alternative if the merchant did not return the funds which is a lie I spoke with another employee who values his job following code of conduct of ethics which the *** could have provided this information of filing a merchant dispute because the fraud dispute could not be proven and she knew this being the professional she portrayed to be she could have suggested the correct way to go about this she also stated complaints are submitted to her ***. This lady need oversight quickly 

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair 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 had a fraudulent checking account opened up with Citizens Bank back in December of last year. $15,000 was transferred from my valid Citizens Bank home equity line of credit and put into the fraudulent checking account. I reported the fraud to Citizens Bank and while Citizens Bank pulled the funds back, it left a negative $9700 balance in the fraudulent checking account which **************** is attempting to hold me responsible. I have submitted numerous documents including a notarized Affidavit issued by the ************************ stating I did not know about or benefit from this fraud, a Police report, an *** report, my identification documents and proof of residence. Each time I am redirected to contact the *** department who is not able to assist me and just creates a new case number. These new case numbers include c-3071110, c-3145143, c-3145946,c-3145165,c-315946, c-315143,idt-39399, ********, ********* I request: A confirmation letter that the fraudulent Citizens Bank checking account is closed due to identity theft Assurance that I am not being held liable for the balance

  Customer Answer

  Date: 03/24/2025

  They have reached out to me, however they said that they would reach back out and they have not. I need a follow up with them.

  

  Business Response

  Date: 03/25/2025

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

• Initial Complaint

  Date:03/12/2025

  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.

  on feb 5 i discovered a check was taken from mycheck book and forged and cashed for $700 i immediately called the bank and filed a claim with them and also called the police and filed a police report. I was told it would take up to 12 business days to research and resolve my claim. i waited and called back and asked to speak to the fraud department several times and was told repeatly no resolution yet. I even went to the local branch to try to talk to the branch manager because this was causing numerous *** to charged to my account and the bank even though they knew i had a claim filed was threatening to turn me into collections and /or close my account but the bank manager acted like he couldnt be bothered said they were short staffed and couldnt get anyone to help me that this would probably take another month and just to keep calling . On the 28 th my march check was deposited and the bank took $342 of nsf fees out of it and i still didnt have a resolution for my claim. i tried calling again but was told the claim was completed but i couldnt get the answer over the phone that i now had to wait 90 days from when i filed the claim which is ridicious i was now out of $1000. Finally on march 3 the fraud department called and said i have one question for you where do you keep your check book she asked i told her like most people on my desk where im sitting at 99% of the time . She told me that she would have a decision by the end of the day. When i asked about the check and why they let this check go thru when the could clearly see it wasnt my signature that i dont misspell my own last name she got snippy and said i know its a fraud check and hung up on me. This week i got a letter from them saying because i basically didnt have my checkbook locked up they werent correcting anything or returning my money. I only had $105. of the *** returned and only after i thru a fit on the phone

  Customer Answer

  Date: 03/23/2025

  I have not heard from the business in response to my complaint.        I have heard from the business but my complaint is not solved they just informed me same lame excuse as to why they cant refund my stolen money 

  

  Business Response

  Date: 04/28/2025

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

  Customer Answer

  Date: 04/28/2025

  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. it doesnt matter  you and sof ca  bank  cashed a fraudent check with my last name misspelled on it and not my signature  you should have stopped this check from cashing regardless of where my checks are in my home.  And per the FCIC  my money is supposed to be insured and protected by them and according to my lawyer im entitled to a refund of my stolen money.   You are using this as a cope out for responsibility of protecting my bank account .  

  [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: 05/21/2025

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

  Customer Answer

  Date: 05/22/2025

  [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,
  
  **** ********