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
- 1,656 total complaints in the last 3 years.
- 453 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:02/28/2023
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.
Fraud Issue.I contacted this banking institution to report I had received a notification regarding and account opened in my name. I reported this account is fraud and was not opened by me. In November 2022 I received a notification of a charge off. Again I called and reported this was a fraud account. While checking my credit report I noticed that this had been reported to the credit agencies under my social security number.This banking institution has not done anything about this issue. Furthermore while visiting my local ***** last year to ask for information was informed by a teller not to worry and forget it.
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
CitizensInitial Complaint
Date:02/28/2023
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.
2/28/23 at ~10:00 am CT: I tried to log in to my account online but clicked trouble logging in because I didn't know my user id. A year ago via phone, I asked them what my user ID was, and they couldn't tell me. Anyway, I entered my SSN and a texted code in order to get a user ID, but the one provided didn't work. So I called the number for personal banking. The hold time was estimated to be 30 min, and no option to get a call back was given. So I waited. At about 15 min, the call "failed." Voice prompts kept coming on, saying it would be faster if I went online---WHAT A JOKE!. I need to get stuff to my accountant today!!!!! This is a bank that does not want customers.Business Response
Date: 03/07/2023
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:02/28/2023
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.
From: *************************** ******************************************************************* Old Address: ******************************************************* Phone Number ************ Line of Credit Starting Numbers ****** In November of 2020 I wanted to purchase an Xbox for my family. I had the money to purchase this item but the only way of getting the Xbox was that I needed to finance it. Even though I had the full payment it stated that the only ones available to purchase I would have to finance. I figured once I financed it I would be then able to go through the website and just pay it off. It asked me for an initial payment that would pay so many months in advance but only gave me the option to pay up to 2 months or so. I never received any bills in the mail for this and never got an email or any way of making payments. In February of 2021 I had a death in the family and had to travel. In March 2021, I got a phone call and I was surprised to hear that a 30 dollar payment per month was 2 months past due so I told them I would make the payment and pay it off. They wouldnt let me pay everything off. I had to pay monthly. I think this is some type of scam to not let me pay the full balance off of such a small amount!! I told the person on the phone that this better not hit my credit report and they said no worries this doesnt go on your credit. I made the payment and they gave me the website to make payments and sent another bill in the mail as I hadnt received anything. I need this removed off my credit report as soon as possible! I feel as though I was duped into financing this when I could have paid this off at any time! This is unacceptable and I will be seeking a lawyer if this isnt resolved. Lastly you must have reinserted this into my credit without my knowledge which is illegal. This had not been reported in years. I want this removed from all 3 credit bureaus immediately. I need this removed off and a phone call of how this will be remediated.Customer Answer
Date: 03/13/2023
I have not heard from the business in response to my complaint.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
CitizensInitial Complaint
Date:02/28/2023
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.
Citizens One Home Loans has caused a problem, charged me for it, and now it is impossible to get in contact with them to solve it.First, I got a notification that my mortgage payment of around $2,917.50 was denied. A letter was sent on February 7th and received on Friday the 17th of Feb. The letter said my ********* account - from which I have auto-debited this payment for every previous occurrence (nearly 2 years), and which had 30x the amount of money needed, was frozen. They charged me a ~$145.88 late fee.It was Friday and I was not able to get in touch with Citizens before they closed. They were also closed Monday for MLK day. I was able to contact *********, who verified that my account was NOT frozen. I called Citizens back and used the phone system to pay from the same Ally account. When I attempted to call Citizens the following Tuesday, it said they were closed. I attempted to go online only to find my online account frozen with Citizens. On Wednesday, I saw on ********* that the payment went through for the mortgage amount, plus the late fee.I have since received another letter saying my auto-pay is cancelled, and I am very concerned their actions will force another late payment for which I am not responsible.Now, 10 days from the first notice, I still cannot get in touch with Citizens to dispute the late charge. I have called within business hours, waded my way through their phone system for both Mortgage help and Online Account help. Mortgage help was closed (the letters they send say they're open 8am - 8pm ET - I called around 4:45pm) and I have waited on hold with their Online support for over an hour.I cannot get anyone on the phone and Citizens only sends me letters in the mail. All I want to do is ensure my account is in good standing, and see they refund me the late fee ($145.88) since **** confirmed my account was indeed not frozen.This has been a terrible experience - nothing about this bank is helpful.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
CitizensCustomer Answer
Date: 04/21/2023
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:02/27/2023
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.
Citizen One banks autopay system does not work. It took me a month to realize because I work and am in school full time. I admit, I shouldve checked sooner, but Citizens one refuses to admit refund the late charges, despite their autopay system not working properly. So they forced me to pay it. See, the thing about these crooked banks is that they could take your house and all the money you paid them is out the window. Because their autopay system doesnt work. Crummy. Its a good thing I checked sooner rather than later, to submit payments manually. On top of that, I was hung up on twice, because I called them to try and cancel the autopay system and cancel the late fees. After being on the phone for half an hour, I was told customer service is closed..and got hung ** on. Thank you, random ****** lady! Attached is a screenshot on the app, saying that my autopay is on and WORKING!Business Response
Date: 04/20/2023
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:02/27/2023
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 received a notification from my credit report stating that there was an alert posted of an account not receiving payment past 30 days. When I logged in to see which account it was, it was for alarm equipment that I am almost done paying off and had submitted a payment on line on 2/18/2023 so I was confused by this. I called and spoke with a ****** about the issue and to see why I did not Receive any call email or even text as that is an available feature?? And to confirm the payment on 2/18/2023 was not received? ****** claims that I opted for mailed invoices only? I informed him that the invoice mailed on 2/24/2023 has not been received but for some reason I didnt even get an invoice for *********** He looked in the system and confirmed an invoice for December and February but a weird note for ********* This not didnt state an invoice was sent which would have been communication for me to know a payment was not received? Now my credit line is delinquent and they posted this negative remark on my credit which dropped 120 points??Customer Answer
Date: 03/10/2023
I have heard from the business and they were "working" on a resolutions but since that phone call I have not heard from anyone?Business Response
Date: 03/24/2023
A detailed response has been communicated to ************ on March 20, 2023 by way of phone.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:02/27/2023
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 opened business accounts at this branch because I was told there were no maintenance fees and that they would return insufficient fund transactions per my request. Since I have been racking up charges for the exact situations that I questioned in good faith they also entered a deposit into the wrong account causing my business to miss a mortgage payment. I would like to have my accounts closed out and no longer conduct my business thereBusiness Response
Date: 03/13/2023
A detailed response has been communicated to **************** on March 13, 2023 by way of phone.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:02/26/2023
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 3 accounts with Citizens bank. My checking, my savings and a student account that my 17 year old son uses. On 2/23/23, Citizens had a glitch and added $240 to my sons student account in error. We do transfer money between our accounts so he did not realize it was a bank error and used this money. Citizens took back the money and now his account is negative accruing fees. This was their error. They should correct it.Business Response
Date: 03/07/2023
A detailed response has been communicated to ************** on March 2, 2023 by way of phone.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:02/25/2023
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.
Citizens Bank has repeatedly over charged my account for over drafts fees when my account isn't negative balance. The problem is that their online banking system doesn't calculate with what I see which isn't fair to me. I just want my money back and I'd appreciate your helpBusiness Response
Date: 03/06/2023
A detailed response has been communicated to ******************** on March 3, 2023 by way of phone.
Sincerely,
Office of the Chairman
CitizensCustomer Answer
Date: 03/06/2023
[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:02/24/2023
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 approved someone cashing two checks from my bank account that were not written out to me nor were they signed by me. The two withdraws they allowed totaled just under $2,000. The checks were not my checks, did not share my routing number, my name was not forged, and the name on the check was not even close to the name on the check that withdrew from my account. When asked when I would be receiving my money they said, "We hope to have the money back in your account within 10 business days." This is not okay and is pure neglect in their security system.Business Response
Date: 03/21/2023
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Chairman
Citizens
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