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
- 1,654 total complaints in the last 3 years.
- 455 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:03/09/2023
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 reference to student loan application id *************: On 03/08/2023 I applied for a student loan on the Citizens Bank website. I was initially approved for $76,000. After speaking with a representative at ************** I was informed that the website was transitioning to an update and that I would need to re-apply. I expressed concerns that this was not advertised on the website and I already had my credit pulled and inquiries as a result. I was concerned that due to the inquiry, another inquiry might lower my creditworthiness or that I could potentially be denied for the loan all together if I had too many inquiries in a short time. I expressed this concern to ************************* at the Office of the Chairman and requested if either scenario happened if the bank would honor the previous approval due to the circumstances. The concerns and worst-case scenarios did not happen. I was approved, but now I am having difficulty finalizing, reviewing, and accepting the terms of the loan as the Citizens Bank website is not allowing me to access my loan documents. Citizens Bank has a regulatory and ethical obligation to provide loan documents upon approval. I have escalated this to supervisor *************************** and she has escalated to the IT department for further review. At this time I still have no solution and am receiving an error due to the system being transitioned and or updated. I am a current student and need access to both my documents and funding soon as possible. This is a violation of the ******************* **** markets for consumer financial products and services operate transparently and efficiently to facilitate access and innovation." Due to the lack of accessibility and transparency I allege this offense to be valid and will continue to share my experience with other federal regulators.I also request the original inquiry on the first application be removed from my credit report as a result of the lack of transparency in the application process.Customer Answer
Date: 03/20/2023
I have not heard from the business in response to my complaint.
Business Response
Date: 04/18/2023
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:03/08/2023
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.
My mother passed away in September 2021. I filed her last tax return. I deposited the check in my account. I was told too my a teller at ************, ************ branch. I was told later on that I should have opened a account with both of our names on there. I provide all documents regarding I have legal rights over estates. I received a phone call stating this would be cleared up from the bank. I heard nothing. Went back to the same branch only to be accused of fraud.Business Response
Date: 04/07/2023
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:03/08/2023
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.
Good afternoon I jus left citizens bank In ************* on broad street .. I received my check for the hero pay and I went to the bank to cash it because it says citizens bank on it .. when I applied for the hero pay for working during the pandemic I wanted to receive a paper check because I dont have a bank account.. so I went inside signed my check and hand it to the teller ..she gave the check bak and said it has to be deposited in my account I said I have no account and the check is for citizens bank .. she was very rude and refuse to cash it .. I dont have a bank account that it why I ask for a paper Check .. ***** get paid at work I go to the bank the check is from .. this is ridiculous.. no customer Service at allBusiness Response
Date: 03/23/2023
A detailed response has been communicated to ******************** on March 22, 2023 by way of phone.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:03/08/2023
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.
HOME BUYERS BEWARE, We have given Citizens bank written evidence as to their promises made to help us setup an automatic payment process in exchange for a lower interest rate. They also promised to include a 2nd person on the house deed after title transfer. Neither of these items were fulfilled by Citizens Bank. To further their negligence, Back on 11-7-2022 they have sent ** an agreement to settle these items but the agreement had unfair terms and when we pointed that out, their rep *************************** of OOC ***************** Senior Advocate has chosen to stop replying to our 3 attempted emails to get this resolved.Business Response
Date: 04/10/2023
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Chairman
CitizensCustomer Answer
Date: 04/17/2023
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.
Thank you for taking the time to continue these talks. We are OK to settle for the $1,161.32. We were told by ***** that this amount factors in the average length of someone living in the home or refinancing. Also, we were promised by the Citizens LO to include a 2nd person on the house deed after title transfer occurred and this did not happen throughout the process as promised. Furthermore, ***** said we can be reimbursed for the expense of doing this on our own.Therefore the the Citizens Bank hold harmless agreement should rightfully include 2 items before we can sign. First, give ** a chance to be reimbursed after the 7.5 years (Citizens stated time frame to base there reimbursement fee from) from singing/renew if NO refinance has taken place and we are still in the same mortgage as we were when we signed their waiver. Furthermore the waiver needs to state that Citizens is willing to reimburse us for the costs associated with adding the 2nd person to the title as they initially promised. Look forward to your reply and any questions...
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: 05/26/2023
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:03/08/2023
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.
Entered by BBB staff LO Consumer states his bill was $343.00 in December 2022 for a loan. His final payment due was $345.26 dated 12/8/22. He was told there would also be a $37.00 late fee but if he paid $10.00 at that time they would credit the late fee. Consumer states his car loan was paid off at this time but when he went to go pick up his title they advised him they didn't have it. Citizens advised the consumer they had a meeting about him and his title is being held until he pays the $37.00 late fee that they told him they would credit him for.Business Response
Date: 03/14/2023
A detailed response has been communicated to **************** on March 13, 2023 by way of phone.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:03/08/2023
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 March 4th I started application to open a ************ Checking account. I got the final step to link to my other bank account and fund it. I entered routing and checking number and submitted transfer for $100. I got error message and browser crashed. I did not get any confirmation from ************ that account was opened or money transfer occurred. So I restarted the application and second time I completed it and it was successful. The $100 transfer went through and arrived. However, I also received an email from citizen saying that the original $100 also went through but to different account number. I later found out a duplicate account was created in the Citizen system by error and that account was closed. I never the received the $100 in that account. It never went back to the original account that it was debited from. I have tried contacting customer service 800 number numerous time with long wait times but no one is able to help me or tell me where the money is. Your urgent help is appreciated.Customer Answer
Date: 03/19/2023
[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:03/07/2023
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 would like case #******** which was closed without my chance to respond reopened and i would like my response added to the record before reclosing. Citizens bank did not honor their obligation to an email offer they had made to me just because they could and there was no legal recourse. Nothing was settled and i am withdrawing my funds that are not time deposits from their institution. I no longer trust them as a fiduciary and do not care to have a business relationship with them. You may relay this message to them or not because they really just dont care.thank you for trying but nothing was resolved here.Business Response
Date: 03/16/2023
A detailed response has been communicated to ********************** on March 15, 2023 by way of phone.
Sincerely,
Office of the Chairman
CitizensCustomer Answer
Date: 03/16/2023
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
Citizens Bank did reach out to me upon receiving the complaint today nothing just that they stand behind their decision to not honor the offer that they by phone through their employee guided and confirmed with me that everything was properly done . They even have a taped conversation attesting to those facts! I certainly no longer trust them and do not care to do business with them going forward. They are a disappointment and the way they conduct business makes me nervous . I have informed them that I will be withdrawing all deposits that are not time related . I believe this is the. Eat move I can make for a healthy financial future.
Regards,*****
Initial Complaint
Date:03/07/2023
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 called and emailed Citizen and asked them to stop sending mail to my home for other people.They have refused to remove my address from their mailing list I get mail for a *********************** who doesn't live at my home and never has ******************************************************** This address needs to be completely remove from their system I don't do business with this bank and I am sick of receiving other peoples mail.Business Response
Date: 03/23/2023
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Chairman
CitizensCustomer Answer
Date: 05/08/2023
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.
Citizens refuses to stop sending my home mail for other people. I have called them, emailed them and they won't stop I continuously receive mail for ***********************. This person doesn't live at my home nor have they ever. This bank won't stop, I know they're a lower end bank but how hard is it to remove an address from your system?
Business Response
Date: 05/11/2023
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:03/07/2023
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.
Citizens bank has taken my mortgage out twice in the same month. This is the third time this has happened to me. It occurred once on the March 1st and again on March 6th of this month. I have received no refund for my money.Business Response
Date: 04/01/2023
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:03/07/2023
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 a credit card through Citizens Bank, N.A. We made a payment in full as we always do, except this time it arrived 1 day late and we were charged a late fee and interest. I spoke with customer service and asked for the full payoff amount and this was paid in full weeks before the due date. When the next bill arrived it contained another interest fee, the rest of the balance was already paid as mentioned above. When I called customer service they kept telling me that I can be charged interest on outstanding balances. When I explained that the amount on the bill was paid and the payoff amount given by the prior service rep was also paid in full she explained that the late fee and interest were what we again paid interest on the following cycle. I asked for further explanation how I can be charged interest on this when it clearly was paid on the prior bill and it seems unethical and illegal to charge me interest on interest even though I have paid off my account completely each month. The representative then hung up on me. I would like the interest and late fee waived.Business Response
Date: 03/17/2023
A detailed response has been communicated to ********************** on March 15, 2023 by way of phone.
Sincerely,
Office of the Chairman
Citizens
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