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.

  28 State St Boston, MA 02109-1775

  
• 

  Citizens Financial Group, Inc.

  148 College St Burlington, VT 05401-8476

  
• 

  Citizens Financial

  955 Boardman Poland Rd Youngstown, OH 44512-5118

• 

  Citizens Financial Group, Inc.

  464 Hope St Bristol, RI 02809-1806

  

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:03/03/2023

  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 purchased an Xbox Series X through Gamestop. Xbox's were difficult to obtain and there were a lot of resellers, so Gamestop used this company as a way to make sure consumers only purchased one xbox per person. When the order was placed, there was an additional product that was included in the bundle that i did not want. Gamestop removed it on their end and told me i would only owe $550.49. Citizens one failed to remove the charge for the additional product but have still continued to charge me for it. I have completed making payments (over two years) as of this month for both of the products because i did not want to ruin my credit. Both companies involved have offered no help and have continued to place blame on the other company. When talking to Gamestop, they told me that they had no agreement/contract with Citizens one but that only ********* and Citizens one did. The supervisors name is ****** and his Rep ** is *******. At this point, i just want the refund for the additional product since its been so long since i ordered it. Please help me in obtaining this. Thank you

  

  Business Response

  Date: 04/05/2023

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

  Customer Answer

  Date: 04/08/2023

  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. 

  I understand that the refund cannot be processed on your behalf. While i was trying to figure out if i had to pay the remainder of the balance, i withheld a couple of payments. During this time, i was advised that since there was no history of the account on my credit report, that i should try and figure out the payments. I ended up continuing to pay because i was worried it would impact my credit and it indeed did. I will go through Gamestop to try and process a refund, but my ask is that we can remove the negative marks on my credit report. I still made sure to pay the full balance on time, but due to the confusion, i have seen my credit score negatively impacted. This has been a very long 2 years where i have been struggling to get in contact with the correct people to help resolve my issue. Unfortunately, i have been the only one in this confusion that has been hurt in more ways than one. The $375 hurts, but the negative marks on my credit history will probably hurt me more down the line. So again, i am asking that we please remove the negative marks on my credit history and my issues with Citizens will no longer exist. Thank you for your time and i hope we can resolve this issue. 

  - *******************************

  
  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,

  Naser

   

   

  

  Business Response

  Date: 04/27/2023

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

  Customer Answer

  Date: 05/02/2023

  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. 

  I still refuse to accept the response given by your company. No issues have been resolved still and no accountability has been taken on your end. Your company should be in contact with Gamestop and/or ********* because I have made full payments to your company and will have to pay the consequences for late payments while trying to figure out payments to your company. 
  
  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,

  Naser

   

   

• Initial Complaint

  Date:03/02/2023

  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 an account with ********* and it was taken over by Citizens/ I received a few letters from them but in January I responded to the letter by phone inorder to request that my account get closed and have them send me a check for the amount that was originally held at ***** They said that they were taking **** per month as fees but that they would give me a few months ***** and then they said they would send me a check but each time they would put me on hold and then the phone would go to dial tone. Another time they said in February that they would send me a check but they never did and so the account eventually went to zero. Another time they said that the only way to get a check was to have two deposits posted from my bank and then when i asked to speak with the supervisor the phone went dead. I believe that I have a right to close my account and have a check sent but they refused to comply with my request. On one occasion the rep said that she caught me in a lie which was so preposterous beyond belief. I was just trying to close my account It sounds like Citizens makes a business of buying ghost or low value accounts and then just drop the accou8nts to nothing by having impossible fee structures with no way to close the account. I am seeking to receive $40. It may sound like a small amount but it is the principle involved here. The last call was on 3/3/2023 and they made me wait on the phone for 30 minutes then they made it really hard to get verified because they dont give me all the numbers of my account and then acgain I was put on hold and then shortly after that the phone went dead to dial tone I called them a total of 4 times and each time I 3was put on hold and then given the run around before the phone went dead.

  

  Business Response

  Date: 03/13/2023

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry.
  A detailed response has been communicated to ****************** on March 9, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:03/02/2023

  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.

  For some reason after linking this bank as my direct deposit account, they froze my card and my account and are still letting the direct deposit occur while telling me there's nothing they can do or tell me.

  

  Business Response

  Date: 03/14/2023

  A detailed response has been communicated to ************** on March 14, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:03/02/2023

  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.

  The Citizens bank froze my childrens bank accounts due to a claim for possession by my ex husband. We settled that dispute and The Citizens bank has had the court filed paperwork stating that I have custody of those accounts for 6 weeks but their lawyer has still refused to hand over control of those accounts to me.

  

  Business Response

  Date: 04/07/2023

  A detailed response has been communicated to **************** on March 29, 2023 by way of phone.  **************** was advised this complaint was directed to the wrong Citizens Bank. 
  
  Sincerely,
  Office of the Chairman
  Citizens  

• Initial Complaint

  Date:03/02/2023

  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.

  Please send me statements to my accounts. Ive called customer service multiple times and no one will help.

  

  Business Response

  Date: 03/23/2023

  A detailed response has been communicated to **************** on March 23, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

  Customer Answer

  Date: 03/23/2023

  [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:03/02/2023

  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.

  HORRIBLE!Theyd treated me like I was a person of fraud because I was withdrawing a large amount of money out of my account & they put a block on my account its the first week of March and all of my bills are due & I cant access none of my money then they lied to my face and said they didnt do ********** not their department however when I called citizens customer service they were the ones to tell me that someone from the branch put the hold on the account. I dont appreciate the manager treating me like I was a poor person who couldnt afford to withdraw a large sum money. I wasted my entire lunch break in the branch trying to do a verification of identity & was told I had to come back with some type of paper work saying I am who I am I needed the money so I left work early to go back to the branch the 2nd time just to be told they are not the ones to remove the block I got to the branch at 4 pm & the manager didnt come out to speak to me until 4:50 just when they were about to close just to tell me theres nothing they can do & I have to come back tomorrow I work at a hospital & is a mother of 2 young children my time is very valuable along with my money I NEVER EXPERIENCED SUCH DISRESPECTFUL CUSTOMER SERVICE with a bank before & best believe as soon as I get my funds returned Im closing the ***************** else where!! Even with providing a pay stub, my W-2 form from my job, a furniture **** everything in my name with my social they still told me that I had to be identified im going to corporate about this issue because this is ridiculous

  

  Business Response

  Date: 03/20/2023

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

• Initial Complaint

  Date:03/01/2023

  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.

  Hello, Ive been banking with Citizens bank for a few years. Its issues since I been banking here. Such as, money being taken out of account. Cant my bills because its gonna be doubled or the card will stop working in I gotta go back to the bank to get a whole new one. But recently it was a problem with the bank where they was doubling my transactions in they took at least $2,000 from me. But they gave it back.Now 2 days ago I went to sleep with $2,515 on my card. I woke up yesterday to $1,224 because they doubled my bills from which I paid last week. I tried calling them to see whats going on. But I get argued down that nothing wrong. My bill never that high there at least $500-$700 a month.Then I also check online in I see more people going through the same stuff I am. But since I been with this bank money go missing.

  

  Business Response

  Date: 08/18/2023

  A detailed response has been communicated to **************** on March 7, 2023 by telephone. 
  
  Sincerely,
  Office of the Chairman
  Citizens  

• Initial Complaint

  Date:02/28/2023

  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 submitted a claim on 1/6/2023 for forbearance due to me taking medical leave as a result to having back surgery. I have been trying to get this claim approved for almost two months and every time I call I'm told something different. Also, the information on loansolutioncenter.com does not match what I'm being told; however, I've been instructed to utilize that website. Correspondence being mailed isn't reaching ********* are unable to provide me the documentation electronically so that I can ensure the information needed is submitted. The customer service reps all refuse to provide me with the documentation electronically and continuously tell me that I have to wait on the mail even though I stress that I don't always receive the information and when I do it's not in a timely fashion - hence the reason I'm still trying to get everything submitted close to two months later.

  

  Business Response

  Date: 04/17/2023

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

• Initial Complaint

  Date:02/28/2023

  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.

  In March 2022, Citizens bank acquired customer accounts from ***** My checking, credit card, and line of credit accounts were migrated to Citizens banks. In addition, Citizens bank covert my line of credit into an overdraft protection account, which is now jointly tied to my checking account, The contact information for these transferred accounts was not correctly handled, and my checking account went past due 30 days with a statement, phone, or email. As a result, this account was charged off. I made a payment to settle the charge-off in January. However, the more significant concern is since my separate line of credit has been tied to the checking account as overdraft protection, I no longer have access to my line of credit or the ability to make payments. There are no local ************ branches in the ****************. Therefore, I have no means to fulfill payments to the account; in addition, the line credit account I originally had is no longer available. I contacted ***** the original owner of these accounts. They provided me copies of the last two statements before my accounts were transferred to citizens bankthe statements clearly detail that these two accounts were wholly separate and had different account numbers. In addition, Citizen provided me with a line of credit checkbook, which deposited a check that was returned due to unverified account numbers, that I had to throw away. I need this overdraft account to convert back to the original format of the account I previously owned at **** I had for over 17 years, immediately. I provided documentation of previous accounts in question for their review.

  Customer Answer

  Date: 03/11/2023

  Please review the attached response from Citizens Bank,

  

  Business Response

  Date: 08/15/2023

  Please note that we have fully addressed this matter directly with ******************** on April 7, 2023  via email.  

  We apologize for not updating the status of our customer's concern sooner. We experienced a technical issue with the BBB complaints portal at that time. 

  Sincerely,
  Office of the Chairman
  Citizens 

  Customer Answer

  Date: 08/28/2023

  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. 

  I have been out of the country the past 3 weeks with limited email. I saw that ************ stated they sent an email. August 7, which Cannot find. Therefore the issue has not  been resolved.
  

  
  

  

  Business Response

  Date: 09/06/2023

  A detailed resolution was provided to our customer on May 16, 2023 in response to a similar complaint filed with the Consumer Financial ****************** (provided here for your files.)
  
   
  
  Although this may not be the outcome ******************** had hoped for we feel we have fully addressed this matter and consider the issue resolved.  We request the case status be updated accordingly.
  
   
  
  Please let me know if you need any further details.
  
   
  
  Thank you,
  
  *****
  
  Office of the Chairman
  
  Citizens

  Customer Answer

  Date: 09/06/2023

  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;  Citizen **** has stated in previous communication that my line of credit account was , closed. Please review the Experian credit report showing that, is an open/active account for a line of credit with Citizens bank with a limit of $2600.00. I want access to my account immediately.

   

  Regards,

  ********************************

  
  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:02/28/2023

  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 am looking for my 2022 **** interest form from Citizens Bank. I closed my accounts at Citizens because they don't have any branches near my new location. I spent an hour on the phone trying to get a new form sent because I now am locked out of online banking. If you are locking me out of online banking the least Citizens Bank can do is send the form by certified mail. I need my **** form.

  Customer Answer

  Date: 03/11/2023

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