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.

close

Find a Location

Citizens Financial Group, Inc. has 1146 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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 Group, Inc.

  464 Hope St Bristol, RI 02809-1806

  
• 

  Citizens Financial Group, Inc.

  409 East Ave Pawtucket, RI 02860-5284

  

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:02/21/2023

  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 was notified of suspicious activity on my PayPal account on 02/18/23. Upon reviewing, someone hacked into my PayPal account and made several transactions, utilizing my checking account that was linked to my bank account. I notified both PayPal and Citizens bank immediately. ****** said there was nothing they could do but for me to contact my bank. Citizens said they could not do anything to prevent the transactions that were in progress and that I would need to wait until everything cleared. The lady said there was also nothing Citizens could do for fraud protection and said I would be charged $35 if I wanted to stop all future PayPal transactions. She was not at all helpful.Today, the fraudulent charges all cleared. PayPal removed $279.12, $50.00, and $20.99 from my bank account on 02/21/23. I have been on hold to speak with Citizens for over 23 minutes now, with absolutely no customer service support. I would like to report these charges as fraud and have the funds returned to my bank account ASAP. Again, no customer service is available, so I needed to resort to filing a BBB complaint.

  

  Business Response

  Date: 03/02/2023

  A detailed response has been communicated to ************** on February 24, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

  Customer Answer

  Date: 03/02/2023

  [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:02/20/2023

  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.

  Bought item on 04/19/2022, returned said item on 04/20/2022.$539.99 in addition to $339.77 Interest having a sum of $879.76 04/19/2022 P926800FXEHPDP4TA CITIZENS BANK NA $539.99 24 INSTALLMENTS / 0% INTEREST 04/19/2022 P926800FXEHPEMMBH CITIZENS BANK NA $339.77 This problem has damaged my credit, I do not owe them the money. I have called on numerous occasion to Target, Citizens One, **** numerous e-mails to no avail. I went to Target on numerous occasions again they could not help me because the item was returned. I am at a loss here.I don't understand why it is so hard to rectify this situation, please help me.I **** them a copy of the return receipt on numerous occasions, again, I got no help.Target order #************* I need a billing adjustment and credit repair from this finance/bank company.

  

  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
  Citizens

  Customer Answer

  Date: 04/21/2023

  [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:02/20/2023

  Type:Sales and Advertising 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.

  Citizens Bank kept charging me an overdraft protection fee-even when the account was closed. When I closed the account the teller at that time my account had been paid in full and satisfied. 10 months later I get hit with a $984 overdraft fee. Buyers beware do not bank with Citizens Bank. One last thing why did they wait 10 months later never notified by mail or phone-not even once and sent it to a collection agency for collection.

  Customer Answer

  Date: 03/04/2023

  I have not heard back from the business in response to my complaint. A customer service representative (Leeza) called me Monday the 28th or Tuesday. 29th. We spoke briefly about my situation and have there been a communication or correspondence on their behalf, which was nothing only correspondence I received was from the collection agency. The ********** said she would call me back after I agreed to a settlement amount up until the account was closed as I mentioned previously in the initial complaint. I was told on several occasions that if I paid off my balance the account would be paid in full and satisfied. As of this date March 4th I have not received any text, voicemail, phone calls, or any other messages or correspondence.

  

  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:02/17/2023

  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.

  Have been struggling in resolving mortgage payments issues with this company for the past 4 months. Every Representative I spoke with gave me a different explanation as to why my payments are incurring late fees when payments are being made based on the dates printed on their monthly statement which has been the same over the past yrs.My monthly payment due date has always been 28th of every month, with a grace ****** of the *****th of the following month and as stated on the monthly payment statement, late fees to apply after the *****th. My payments are made before the due date as printed on their statement as it has been for past yrs without any problems. The past 4 months has been a terrible nightmare for me. My final call to this company was on 2/17/2023 with another representative of Citizens, who suggested we make February 2023 Payment today (2/17/2023) to avoid the continuation late fees, I took her suggestion and made the payment.Please keep in mind, my payment is not due until the 28th of every month (see payment statement and bank drafts of on time payments attached), I then asked the rep if this will resolve the late fees issue, she said no, going forward I will need to make every payment before the 12th of the month to avoid any late fees and maybe this fix the problem. When asked to correct the statement due date, she didn't have an answer and my payment statement date will still remains as is - 28th of every months, but I will still need to make every payment no later than the 15th of very month to avoid the late fees. This just doesn't make any sense to **** need a conclusion of their convoluted statement which over rides there initial payment dates and to clarify when the actual payments are due. Since I am unable to get a written statement from any Reps of ************ Any assistance you can provide towards this problem would be greatly appreciated. Thank you,*************************** Email: ********************** Cell: ************

  

  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
  

  Customer Answer

  Date: 04/02/2023

  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. 

   Please do not close my case as the mortgage company yet to resolve the issue of my payment.    

• Initial Complaint

  Date:02/17/2023

  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 have three claims that I didn't do. 1st one was on January 11, 2023, fraudulent activity was performed on my account at an *** on ****** in ******* in the amount of $503.50 that I didn't do I texted the citizens bank this afternoon February 17, 2023 and was told that they couldn't ***** me my money back due to them not seeing any fraud performed on my account. I then asked for the footage of me at the *** and was told that a letter was sent out two days ago on the fraud claim. So my question then again is? Where's the footage of me at the ***? 2nd & 3rd fraudulent purchases were DDA (Direct Debit Authorizations) ****** performed on February 2, 2023 meaning that someone used my pin and made purchases in the amounts of $851.33 and then in the amount of $973.38. I want my money back. Also the amount that I'm negative doesn't match the ledger at all. I'm attaching screenshots for proof.

  

  Business Response

  Date: 03/14/2023

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

• Initial Complaint

  Date:02/17/2023

  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.

  On Saturday, January 28, 2023 I visited the Citizens Bank ******** *****************************************************************************. A teller made remarks which made me feel unwelcome at the bank. I reported the incident to Citizens Bank, both within the branch and by calling their customer service number, on the same day. I was forwarded to a supervisor who took down details and promised a callback. I didn't hear back. I called again and had to explain everything a second time, and a third. Eventually one of the representatives called me back to say that they have excalated the matter to the ******************** I was told repeatedly that "they'll get back" to me and that they are "researching it". Tomorrow it will be three weeks since the incident. I probably had ten substantial telephone conversations with more than five people. After several calls a case number was issued: CFG-********. All the telephone conversations were polite and cordial. However, nothing substantial has been communicated to be and, in most cases, I had to call again after not receiving a timely call-back. And representatives often said that there's "nothing else" they can do, except excalate the case.During the original January 28 call I also asked a question about a particular account. The supervisor took down information about that as well, and said that they'll "research it" and "get back" to me. Nothing has come back, after three weeks.

  

  Business Response

  Date: 02/26/2023

  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 February 23, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

  Customer Answer

  Date: 02/27/2023

  [
  Dear Better Business Bureau:
  
  I appreciate receiving a call from the business, and I am hopeful that my issues and/or concerns in reference to complaint #******** will be resolved by the actions that the business representative promised to take. I understand that by choosing to accept the business response, my complaint will be closed as resolved. I am grateful both to the Better Business Bureau and to Citizens Bank for the help provided in this matter.
  
  Cordially, 
  
  *************************

• Initial Complaint

  Date:02/17/2023

  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.

  I have a ************** checking account and credit card account. I have an online account for both that allows for paying the credit card account with the checking account of the bank. I attempted to pay my credit card bill from funds from my checking account by the due date. An internal error within Citizen's caused by payment to be rejected and therefore caused my payment to be late. Citizen's charged a late fee, added interest to the account and reduced my credit limit by $500. I reconciled the mistake by the bank on 2/16/23, by paying the credit card amount in full from another checking account. The bank said nothing about restoring the $500 deduction from my credit limit. I would like my $500 credit limit restored to give my credit card limit the original limit of $10,000 that it originally was.

  

  Business Response

  Date: 02/26/2023

  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 February 17, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 
  

  Customer Answer

  Date: 02/27/2023

  [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:02/16/2023

  Type:Order 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 October of 2022, I met with ***************************, Assistant Vice President ********************** Advisor at Citizens Bank in Mystic, ** and we discussed the purchase of an Annuity for a period not to exceed 3 years. After some discussion, we decided on a 3 year Annuity, The ******** Freedom Classic 3, from ****************************** The document I signed called for ****% interest to be accumulated on the Original Deposit for a period of 3 years (original deposit x ****** x 3). I was assured that, at the end of the 3 years, the Basis amount plus the accumulated interest of ****% for each of 3 years would be returned to me. If I withdrew the money early, I understood that a penalty of 8% would be assigned in year 1, 8% would be assigned during year 2 and 7% would be assigned during year 3 - short of the maturity date (October 31, ****). What I received as a contract from Mass Mutual was substantially and materially different than the document I signed in Citizens Bank with **************. The contract that was sent to me by Mass Mutual signed me up for a 6 year Annuity where ****% was fixed for the first 3 years and, the interest rate was variable (to be determined at a later date) for the remaining 3 years. In addition, there were now early withdrawal penalties for years 4 through 6 (6% in year 4, 5% in year 5, and 4% in year 6). I have not asked for the return of my funds as this would trigger an 8% penalty and I would receive far less than deposited. I asked ************* to request that Mass Mutual to return the contract to its original 3 year duration, but has been unable/unwilling to accomplish this. Mass Mutual does not have phones that are answered by humans and there is no option to speak to a "representative", so I am left with few options to return the Annuity to the conditions I originally agreed to - with a 3 year length. There is a reason that Annuities have a sketchy reputation as this was a classic Bait-and-Switch, but I expected better treatment from ***************

  Customer Answer

  Date: 02/27/2023

  I have heard directly from the business, but there is no resolution to the complaint at this time..

  

  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

  Customer Answer

  Date: 03/20/2023

  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. 

  [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.]   I signed a contract that specified a 3 year annuity.  It is called the ******** Classic Freedom 3.  Mass Mutual Ascend unilaterally assigned me a contract that defaulted to 6 years - 2 consecutive 3-year terms.  Unless I intervene - during a specific 30 day window at the end of the first term, my annuity will continue for another 3 year term - complete with additional penalties for early withdrawl.  Essentially, Mass Mutual Ascend has succeeded in "hijacking" my initial deposit with an additional 3 year term that was not in the initial contract.  I therefore summarily reject the response of the company and reject the assertions contained within.
  
  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:02/15/2023

  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.

  My wife and I opened a join checking and savings account with Citizens bank on August 30, 2022. The promotion was that I would get $300 If I make a $500 direct deposit to my checking account and I would get and additional $300 for opening a $15,000 savings account. We did both things as per the promotion but we never received the promotion of $600 that was supposed to be paid in January. We have been seeking a payment but they are resolving this issue.

  Customer Answer

  Date: 03/01/2023

  [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:02/15/2023

  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.

  I have been attempting to rectify a fraud issue with Citizens since I found that my card was lost and charged on 3 occasions. On Jan 24,2023 I noticed the charges and immediately cancelled my debit card online. The morning of the 25th I went into a branch for a new card. The fraudulent charges were pending at this time and I was told to contact them when they posted. The charges total ****** & are from 2 establishments Ive never patronized. For reasons that arent being explained Citizens has determined twice now that I am to be held liable for these charges. My only assumption is that Citizens fraud department assumes I was still in possession my card as there were other charges during the time of the 3 contested charges. If that is the case Id challenge the department to actually investigate and they would see that all charges since my last (P&R on 1/20, charge posted on 1/23) were all Apple Pay and/or automatic deduction charges. NO charges were made with the physical card except the 3 in question. ***** Proclean ***** *************** ***** *************** At this point Ive gone into 2 branches to contest the charges and was rerouted to the ************************************************************************************ these places that I have never stepped foot into. Ive spoken with 3 representatives who have submitted requests for the fraud department to call me back because they have no details and I have yet to hear from anyone. After filing two separate claims, *** received two letters stating that no fraud occurred and to reach out to the 800 number for explanation. Im being run in circles and no one will tell me why. Thorough investigation would prove my card was fraudulently used. All of this information can be checked and verified. The person who found my card wouldnt have my pin and the signatures cant match, there also may be video footage at these businesses. Im hoping for an amicable solution

  Customer Answer

  Date: 02/26/2023

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