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

  955 Boardman Poland Rd Youngstown, OH 44512-5118

• 

  Citizens Financial Group, Inc.

  20 N Park Ave Plymouth, MA 02360-4090

  
• 

  Citizens Financial Group, Inc.

  184 County Rd Barrington, RI 02806-2499

  
• 

  Citizens Financial Group, Inc.

  800 Newport Ave Pawtucket, RI 02861-2924

  

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:02/23/2023

  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.

  I noticed I had late payments from CITIZNPAYLOC on my credit report. During these months I did not receive anything stating I was late. As you can see, majority of my payments have been on time so I am requesting the removal of these late payments from my account. I am trying to increase my score to purchase a home and would greatly appreciate if you guys can submit a request to the credit reporting agencies to remove the late payments.

  

  Business Response

  Date: 04/14/2023

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

• Initial Complaint

  Date:02/23/2023

  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.

  To whom it may concern, I have been overcharged by Citizens Bank. I got charged $166.44. Overdraft fees were $70.00. Foreign exchange rate was already paid at the atm. Basically if I take $100.00 from ATM foreign bank then I pay $10 to them and $10 to Citizens Bank. Is it fair?

  Customer Answer

  Date: 03/09/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 03/16/2023

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

• Initial Complaint

  Date:02/23/2023

  Type:Product 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.

  Try to contact citizen bank to get copies of my mother estate bank statements and applicable copies of any check issue. Issue.Call Waited 20 minutes for someone to answe Person had no idea what I was talking about Tired to send me to Pa treasury department Got cut off and no call back Wanted to send email to request the above but couldnt fine an email address I moved and there are no branches to get help at.

  

  Business Response

  Date: 03/22/2023

  A detailed response has been communicated to Mr. **** on March 22, 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,
  
  ********* Deal

• Initial Complaint

  Date:02/22/2023

  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.

  On 02/20/2023 my paycheck was deposited into my Citizens bank account. I checked my account today and it is showing a negative amount. When I checked the transaction history I don't see the payment that they posted which resulted in a negative balance. I called Citizens bank and was on hold for 1h3m and finally was able to speak with a representative. He stated that Citizens bank is having "system issues" and would hopefully be resolved in 2-3 business days or longer. I explained to the gentleman that the money that is supposed to be in my account is all the money I have to live off. He explained there was nothing he could do and stated that when the "system issue" is resolved I will then have access to my money. I find this unacceptable and will be closing my account with this bank.

  

  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
  Citizens
  

• Initial Complaint

  Date:02/22/2023

  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 called Citizens to halt a recurring transaction from my account to my HoA. I waited on hold for one hour and fifteen minutes before I could speak to someone, only to be told that I needed to contact the HoA to stop the bill. I tried this, but the HoA did not have a recurring bill set up. So, I went back to Citizens and tried to use their chat feature to resolve the issue. The rep told me to remove the HoA as a vendor from my account, which I had already done. The chat lasted for FIVE hours without resolution--and during that time, the rep tried two times to push me off to the customer service line, which I said I had already tried. I let the rep know that, despite there being no record of the vendor and no pending payments, that my account was still debiting the association payment. At 11pm, I was disconnected from the representative with no way to reconnect. I messaged again at 9am the next day. By 11:30 am, I had not received a reply and gave up. I tried calling the customer service line, and there was over an hour wait to speak to someone.The level of unresponsiveness is breathtaking. The obvious solution is to give my business to a different bank, which I will certainly be doing, but in the meantime I just want Citizens to help me cancel the recurring payments out of my account to a vendor that is not listed.

  

  Business Response

  Date: 03/24/2023

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

• Initial Complaint

  Date:02/22/2023

  Type:Product 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 had an investors bank checking account. The bank was acquired by Citizens bank and so all the money in my investors bank account got transferred to ************* After the transition process, on Feb 21st 2022 I tried to enroll online in order to create an online banking account to check my money in Citizens. However, after enrollment I cannot log in using the detail I enrolled (the message says "The information you entered does not match our records"). Just in case I typed something wrong, I click "forgot login ID and password, this time there is only a message asking me to contact customer service.When I call customer service, the first time they said they don't know why and asked me to wait one more day. However, I was still not able to log in the next day. Then, I called again and this time they called another colleague for help. They said they will reset the system and next day should be fine. However, when I try again the next day, I still cannot log in. I don't know what to do anymore. Every time I call them there is a long queue. When I can reach them, they cannot provide any help. Just a waste of my time.I feel being victimized because I didnt ask for this transition and I didnt make any mistake but I now suffer. Now all my money is locked up. I cannot see them and I cannot use them. I am not sure whether it is legal to keep customers money like this, simply because there is a bug or error in your system that you cannot fix. I request fixing my enrollment and online banking set up of my account so that I can access my money ASAP.

  Customer Answer

  Date: 03/04/2023

  [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,
  
  Bon Ham Yip

• Initial Complaint

  Date:02/21/2023

  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.

  They acquire accounts from other banks like **** and ************** and then just change the terms without customers approval, like for example start charging you a 3 USD statement delivery fees monthly, which is actually a banks responsibility to mail statements to their customers. Their online banking isn't working, has lots of bugs, so basically old fashioned statement becomes the only way which works so far at this bank. None of the other banks actually charge you any fee for statement delivery.Telling them about the bugs in their app or web is useless as they didn't fix nothing even a year later after you called them. If you had a completely free account with your old bank, Citizens bank wouldn't care to even match the terms, not to mention of thinking to offer you some better terms - no wonder nobody wants to open accounts with them and they buy accounts from other banks. So they hit your account with a **** USD just because someone at Citizens bank decides so apparently, even if you'd never agree to such terms. If you call them their reps try to make you feel as if they did you a favor if they will be processing a credit for this fee.Also they sent a flyer advertising a 25% interest rate booster for some new type of account Citizens Quest Checking (where you can avoid a monthly fee if you maintain a balance of ****** USD) but if you call the phone number on the flyer they tell you it expired, although there's no expiration date on the flyer listed, so apparently that is false information as well as false advertising practice.

  

  Business Response

  Date: 03/17/2023

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

• Initial Complaint

  Date:02/21/2023

  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.

  July 2022 i purchased a dining room set from Wayfair. When the handyman came to assemble the dining set. he discovered that part of the glass table was broken. ******* was contacted the damaged part was to be replaced. In September I had not received the damaged part. I contacted ******* requesting to return all the remaining parts. I was told due to my inconvenient I was given permission to throw the items away. In October I received a billing statement from ************* I contacted ************ I told them what happen . I was told to contact *******, which I did. The charges was removed in December. In January I received another bill from ************, for *****. I contacted ************ about *****. It was explained to me that these interest charges occurred because I carried a balance from September to December. I was also told I needed to contact ******* because they were not authorized to remove these charges. I contacted ******* according to their Supervisor ****** there is nothing that Wayfair can do . I need to contact ************. I feel both Wayfair and ************ is giving me the run around. If I had not purchased the dining set these charges would not occurred . ******* failed to correct my account in a timely matter. I should not have to pay interest on dining room set I never received.Claim # given by Wayfair NACAR371428

  Customer Answer

  Date: 03/04/2023

  I have not heard from the business in response to my complaint.

   

  ****** with citizen Bank e-mail me  to assist with this matter, however I left a message for a return call.  I have not heard from her

  

  Business Response

  Date: 04/01/2023

  A detailed response has been communicated to ****************** on March 22, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:02/21/2023

  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.

  I originally filed a complaint last year with the BBB to try to get this issue resolved. Case number ******** I was contacted by *************************** Office of the Chairman. **** had been working with me and I last spoke with him in October 2022. **** told me after I came off the deferment program with Citizens and made 3 payments they would defer the amount from the deferment to the end of the loan and I would be able to access my account once again. He also stated that none of the amounts were adding up and that he would check into it and let me know. I have never heard back from him. I had made 4 payments then all of a sudden they would not take my payment for November 2022. I was told that I had a past due amount of $22,000 and that was the only payment they could take. That is the amount due from being on the deferment program and the amount that was supposed to be put at the end of the loan. I have called multiple times and even emailed *************************** and he will NOT call me back. I am now 3 months past due on my mortgage and no one will contact me. I DON'T KNOW WHAT'S GOING ON WITH MY MORTGAGE OR IF IM IN FORECLOSURE. I DON'T HAVE ACCESS TO ANYTHING!! I HAVE NOT EVEN RECEIVED MY TAX STATEMENT FROM THEM. I FEEL LIKE THEY ARE TRYING TO STEAL MY HOUSE FROM UNDER ME. I DID EVERYTHING ******* TOLD ME. I have contacted Legal Aid here in *********** and nothing can be done until Im in foreclosure. I shouldn't be in foreclosure!!! They just need to put the amount of the deferment to the end of the loan and I start making monthly payments again like I was doing. NO ONE WILL HELP ME GET THIS STRAIGHTENED OUT. PLEASE HELP ME!!!

  

  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

• Initial Complaint

  Date:02/21/2023

  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.

  This is a Loss Mitigation Dispute on my current property in which personal documents that were requested and faxed starting January 2023 and following are disappearing in Citizens' database causing my mortgage loan to go into default; late fees are being assessed on this account; and causing negative impact on credit bureaus.After all required documents were verified as received; the representative stated "This account was under 30- day review in January to seek temporary relief of mortgage payments due to reduction in income (at the time the loan was monthly payment behind). Also, on January 04th I received a letter from Relationship Manager, Gatestone-LM confirming the fact that together all options will be explored.With no letter of explanation or call or no notice, and no fault of mine, my account was removed from appeals. I just happened to call in on February 05th; and discovered this fact. Meanwhile my account is falling further behind; and am not making any forward progress with Citizens. I have resent documents (four times +***** in fax fees) only to call in for one representative to say, "It was received; and call back within a week"; and to follow up within a week, for a different rep to say, "We did not receive.". I have been given four different fax numbers only for a different rep to inform me "the one I give you now, is the direct fax number." This is becoming a frustrating fiasco. Currently, calls are routed to same department; unable to speak to anyone else in a higher authority to report and to complain of the foolishness of unfair treatment this account is receiving. I have never been in a financial hardship till now; and this ill, disrespectful treatment will not be tolerated; and must be reported. I prayed; and was led to contact BBB for help in this matter.I am requesting that Citizens pay all monthly mortgages from (December 2022-March 2023), late fees and change negative credit reporting; Allowing us to start fresh for the month of April 2023 and forward

  Customer Answer

  Date: 03/03/2023

  I received both an email and a voice message from Office of the Chairman ************************* on 03/03/2023 stating that she wants to hear my concerns regarding  Citizens' customer Service department.  I left five voice messages today (8:20a, 10:10a, 12p, 2:22p, and 3:22p at the number requested #************. **************** has yet to return my calls.  At 8:08p , a voice recording left me a number to contact Cotizens for assistance of which I have reapplied with no response  RMA MHA on the 24th of February 2023 via *********************************************** (third party)>document center>documents uploaded and received by the lender

  

  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
  Citizens
  

  Customer Answer

  Date: 03/24/2023

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