Complaints
This profile includes complaints for Citizens Financial Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,670 total complaints in the last 3 years.
- 471 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/06/2025
Type: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 responsible for the debt alleged by **********. There is no agreement between me and **********, and they have not provided the original contract as requested.
Business Response
Date: 04/16/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:03/05/2025
Type: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 Monday, February 24, 2025 at 3:08 pm I deposited a cashier's check for $20,000 into my checking account ********: **************** #***, Branch #*** in *********The receipt and teller's oral confirmation indicate the funds would be available in my account on February 26, 2025. Funds were not available and subsequent telephone inquires with Shermel (at Branch), B.****** (South America tele ***** ****** ************************** all lead me to believe that March 4, 2025. The funds would be put into my account. I have since learned that Citizens Bank extended the hold on a cashier's check that had already cleared on February 26, according to the bank that issued the check. Citizens Bank is holding my $20,000.00 deposit without any explanation. In my opinion, this is a shockingly bad attempt at theft and feels like a fraudulent maneuver targeted at me because I am not a white man. I want my money or a legal excuse as to why Citizens Bank needs to hold the funds of a cashier's check for more than 3 weeks.Customer Answer
Date: 03/16/2025
[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:03/05/2025
Type: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.
In October of 2024, I received a notification from ****** stating that an e-bike battery I purchased on April 23, 2023 was recalled due to it being deemed unsafe. ****** agreed to send me a refund for the full purchase price of $409.32 for this hazardous item. They claimed to have sent the refund to the debit card I used to purchase the item, which was linked to a Citizens Bank account that I closed a couple of months after making the purchase. ****** claimed that the refund went through successfully and that I should contact the bank to get the funds transferred to an active bank account. I contacted ******************** and they assured me they have no records of receiving the funds. Furthermore, Citizens claimed that they have no record of me ever having a checking account with them. ********************** was my only bank for about 15 years prior to me closing the account in 2023. I have attached an email from Citizens from 2022 referencing the account/ debit card in question to prove that I was a customer.Business Response
Date: 03/13/2025
A detailed response has been communicated to Mr. *********** on March 13, 2025 by way of phone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:03/03/2025
Type: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.
Attempted to transfer money from an external account today that I added to my Citizens account. I had to call to authorize it as a security measure. BUT, about 2 hours after I placed that call the transfer was stopped because of Citizens security concerns.I called again and was advised it would take 3 to 5 days for someone to get back with me. This is NOT an acceptable time frame.Business Response
Date: 03/21/2025
Please see attached a copy of our response letter being provided for your files.
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.
[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:02/27/2025
Type: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 applied for a loan with Citizens One Bank for an i-Phone on the Apple web site, Citizens One deducted the first 2 months of payments BEFORE I was approved. Then I was NOT approved, but the 2 Payments of $33.29 each were charged to my card. The phone number listed for them: ************, the call goes through, but there is just silence, no one answers or responds. Because my loan did not go through, I don't have a loan number. I want me account credited immediately for the 2 charges of $33.29 each, for a grand total of $66.58.Business Response
Date: 03/10/2025
A detailed response has been communicated to Ms. ****** on March 7, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:02/26/2025
Type: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.
This complaint is based on a payment for my last installment loan that was not credited to my account which was the final payoff amount when I traded the vehicle in with ***********. Previous to this payoff i was never 30 day late for past 39 payments over 3 years. I notified citizens about this concern to please dispute this and remove the 30 day late that now is reporting to all 3 credit bureaus. I still have not had this negative reporting removed off my credit. This has destroyed my credit score which i try to maintain to the highest. I just need this company to remove the 30 day late off my report.Business Response
Date: 03/11/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:02/26/2025
Type: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 live in a very remote area dont get service. Have to travel ******************************************** town yesterday got a fraud alert. This has been going on since January 4th a total of 2200 was taking out of account since yesterday. I was told by customer care the claims department and local branch that I will be getting a credit today and they would investigate. No credit wa issued and told me I am out of luck. I have no idea where my money went and i trusted citizens to keep my money safeBusiness Response
Date: 03/19/2025
A detailed response has been communicated to Mr. ****** on March 18, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:02/26/2025
Type: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 1/2/2025 I requested an electronic transfer of $36.00 to ********* in my bill pay account. The transfer never took place and instead Citizens issued two checks to *********. When they realized their mistake they stopped payment on the checks. Doing this resulted in ********* putting me on a cash only basis. I have called customer service nine times and met with a bank representative, ****** ********, twice. ********* requested a Good Faith letter from Citizens. ****** gave ****** ****** the address to send it to, Unfortunately she did not send the letter to the correct address, Also I was sent a letter telling me the Good Faith letter was sent but the dates of the checks sent to ********* are incorrect, address is wrong and my ********* account number is incomplete. My original claim number was C-3204025. Yesterday 2/25/2025 I spoke with ****** and he created a new claim C-3236498. This has been going on since 1/2/205 and due to Citizens error I cannot pay ********* online and have to purchase money orders. I would like this resolved immediately, This has been unacceptable that I have to go through this on an many errors at Citizens,Business Response
Date: 04/14/2025
A detailed response has been communicated to Ms. ****** on March 10, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:02/25/2025
Type: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 placed a stop payment more than 3 months ago with Citizens bank for klarna. Since then the bank has allowed Klarna take money from my account multiple times when I filled a claim I do not get the money back permanently. Klarna had no authorization based on conversation by emails which I no longer have. It is sad that a bank I have been for more than 20 years is siding with merchant. This is not the first time this has happened. I also have another open claim for the same company different amount. My biggest fear now is Citizens bank might continue to allow Klarna even after changing my card. I started to communicate with ****** from Citizens bank did not reply when I explained the situation in an email. She called and left a message. I returned her call multiple times no response from her. I even left her a messageBusiness Response
Date: 03/20/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:02/24/2025
Type: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.
This was a down payment for ************. We got a 7200 credit line. We paid as agreed and 4 months later they closed our account and increased our monthly payment. This whole this stinks of a scam! I will pay the original monthly payment as promised, They closed the account, thats a scam, They need to be shut down. As you can see from the statements I still have a $7200 credit line, My payment jumped from $88 to $113 with no notice, Account is closed according to them. They are a scamBusiness Response
Date: 03/19/2025
A detailed response has been communicated to Mr. ***** on March 10, 2025 by telephone.
Sincerely,
Office of the Customer
**********************
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