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
- 1,670 total complaints in the last 3 years.
- 471 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:02/24/2025
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.
Dear Citizens Bank,I am writing to formally address multiple unauthorized charges posted to my checking account ending in 7699. These charges originated from a merchant identified as ******, and I promptly opened claims on each occurrence.Unfortunately, my experience thus far has been marked by inadequate and disjointed communication from your Fraud, Claims, and ************************ This lack of coordinated communication has significantly increased my frustration and dissatisfaction with the handling of this matter.The unauthorized charges caused several overdraft fees to be assessed against my account. Although one fee was reversed as a courtesy, I was assured by your representative that upon completion of the investigation, all remaining overdraft fees would be refunded. This assurance has not been fulfilled, nor have I received updates regarding the status of these claims. Instead, I continue to receive frequent text messages and calls threatening account closure and adverse reporting to ChexSystems due to an overdrawn balance caused solely by these unauthorized transactions.I expect a higher level of customer service and accountability from ******************* this point, I request the immediate reimbursement of the two outstanding overdraft fees totaling $70.00, in addition to the outstanding amount of $46.55, which I was incorrectly instructed to pay by one of your **************** Agents early in this process. It was subsequently clarified to me that Citizens Bank typically provides provisional credit during fraud investigations.Therefore, Citizens Bank currently owes me a total of $116.55. Prompt resolution and clear communication regarding this issue would be greatly appreciated.Thank you for your prompt attention to this matter.Sincerely,**** *********
Business Response
Date: 03/06/2025
A detailed response has been communicated to Mr. ********* on March 5, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 03/06/2025
[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:02/24/2025
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.
This is a complaint to the Better Business Bureau about Citizens Bank credit card division A dispute for $9,793 representing a charge to ****************************** We filed the dispute because ******************** Vacations did not provide the services promised. cc ending in 5727, reference claim ccc-******.On June 18, 2024, I noted a credit of $9,793 on my account, I called **************** on September 30, 2024, and an agent sounded like Godifielo, stated that the credit from the ******* charge of $9,793 is permanent. I closed the accounts. On October 28th, I noted a charge on the closed Citizens Credit Card for the disputed amount. I then called Citizens Bank ******************** and opened a new dispute for the $9,793 saying that I was told it was already closed. The new dispute number is CCC-******. On January 7, 2025, called Citizens Bank ********************** and talked to ******* and she stated that there is no open balance on the credit card, and that the $9,793 charge did not go through and to not worry about it. I asked ******* to send me a follow-on confirmation email in which she stated she would. I requested confirmation, and she gave me #CFG04854679. On January 9, 2025, I received a text from Collections referencing the $9,793 owed. I called them and they are just a ****************** and they did not know anything about this dispute. I generated another claim #CCC-269640, In closing, we request that Citizens Bank honor their credit in the amount of $9,793, based on the fact that they verbally verified the permanent credit on a recorded line and that the credit was verified electronically on their website and that they stated in one of their documents that if they did not hear back on justification from ******* within two billing cycles, that the credit would be permanent, no reply was presented until 5 billing cycles had passed.Business Response
Date: 03/28/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 04/09/2025
[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:02/22/2025
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.
Called into dispute a charge. Was told by merchant who double charged me to do so for faster service. Was placed on hold for over a hour. Representative stated he saw the charge I was referring to but I had to wait up till 10 days to get a response to my claim. I explained to him that I had other payments coming out my account today and could not afford for them to be sent back and hit with return or late fee. Im still sitting on hold waiting for a supervisor this is unacceptableBusiness Response
Date: 02/27/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:02/21/2025
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 has two issues 1) fraud to is customer When I open my checking acct in ****** I make my points very clear that I do not want any credit card. But they still open it without my consent or lie to me to sign anything . This is exactly like what ***** did a few years ago, will consider to file to regulators 2) deny my checks twice They deny my checks twice and I was not even notified to approve or reject they just make the decision for customer. What's the purpose of checking acct, I have to ask their approval every time to use my own money? Then their customer support lied to me they said to credit or waive the wire fee as they already waste my time so they won't charge me wire fee. But seems their system or internal communication is a mess, they still charge me and I cannot get it done via normal chat channel. What's the points to set up those functions if these are uselessBusiness Response
Date: 03/18/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:02/20/2025
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 credit card Cash Back+ account number: *******************.On 10/**/2024, my Citizens Bank credit card was charged $6.93 for Priceline Travel Protect. On 10/09/2024, my Citizens Bank credit card was charged $282.76 for ********* Hotel Bolo New ********** amount: $289.69 I have never dealt with these sellers.After finding these charges on my card statement, on 11/13/2024 I paid the entire balance in full, and on 11/16/2024, I contacted customer service at ************ to report fraudulent activity. **************** replaced the card with a new one and promised to investigate the suspicious charges within 90 days. The credit for the amount of the funds unreasonably debited from the card was not returned to my card during the investigation. Case Number CCC_255377 of 11/16/2024.On 04/02/2024 I contacted customer service again, they found my Case Number CCC_255377, and replied that it is not resolved yet. Then I received another Case Number CCC_276497 of 04/02/******** after 90 days, I have not received any refund or any response from the credit card service.I demand a refund of the funds that were unjustifiably debited from my card for $289.69.Customer Answer
Date: 03/03/2025
[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:02/20/2025
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 used their online *************** , as usual, last month. Yet my electric & gas bills apparently did not go thru. I did not notice until my new bill came in. So I did the same again. It took 2 efforts to get the bill to go thru, but only one for the electric. Then I'm notified, by email that while they paid the electric, they decided to mail the gas bill. Same utility company! So now, I cannot ascertain if my overdue gas bill will actually be paid on time! Assuming they sent it to the right address! I go to one of their banks, and even the teller cannot get anyone to speak to him online to straighten things out. It's my money and my credit-rating! I know they apparently are hungry for new customers for some reason, but holding on to our funds, & not paying our bills when we make the efforts, will not convince us to sing their [praises. Please investigate what is going on there.Business Response
Date: 03/05/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:02/20/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My wife ********* J. ********* purchased a 2007 Grand Vitara (vin # *****************) using Citizens ************ for a financing company. The purchase was made 8-8-2008. Financed for 36 payments of $365.70 beginning 9-22-2008. The total cost of the vehicle was $20165.20. After it was paid in full Citizens did not remove the lien. We did not realize it until trying to add my name to the title when my wife was dying from cancer. The car was in her name only. She should have received it before she was even diagnosed with cancer. I am the only survivor of our family, so there was no need for probate, but wont be able to license the vehicle without my name on the title.Business Response
Date: 03/03/2025
A detailed response has been communicated to Mr. ********* on February 26, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:02/20/2025
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.
I, too, set up autopay to pay my Citizens Bank mortgage bi-weekly. Three weeks ago, I closed an account and added my new account to the autopay payment method and set it as the default payment method a week before the next payment was due. It would not let me delete the old payment method, but as I'd set up another and set it as default, I assumed they would use that. I was also not notified that they had tried to take it from the old account and didn't find out it had been reversed until I logged in to see why it hadn't been taken from the new account. I have spoken to Citizens about this numerous times--they refuse to waive the fee(s), they refuse to use the new account, they refuse to take me off autopay. I had to fax them paperwork adding the new account (that they already have all the information for) and I'm told they still haven't received it, and was told for the first time yesterday that it will take 3 days "to review." In the meantime, they are going to attempt to take the next payment tomorrow from an account they know is closed and they are going to charge me again when it doesn't go through. I asked yesterday if I could make the payment over the phone to prevent the attempted draft and was told yes, and that the next attempt would be in 2 weeks, enough time, I thought, "to review" the paperwork and apply the new payment method. Instead, they applied it to principle, and the next autopay is still scheduled to come out tomorrow from an account they know is closed, and they will charge me for it again. I am entering the amount of my "extra" payment plus current fees, though there's no telling how long they'll continue this. Beyond unacceptable.Business Response
Date: 03/19/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 03/20/2025
[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:02/19/2025
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.
On January ****** my Citizens Bank card was stolen from me and 2 transactions were made before I realized it was stolen. I called citizens bank to report my card stolen and to let them know that the two transactions were not mine. The representative got all the information needed and I was told a claim was open. I called back on the 10th to get a status update and I was told it was denied and I should be receiving a letter explaining why. I asked to speak with a supervisor to get an explanation but they never gave me a clear explanation. He did say that the representative form the 7th did not note that my card was reported stolen. I told him that I did say it was stolen and to check the recorded phone call. He then explained to me that he reopened the case. That was January 10th. I have been calling back at least weekly to get updates and the representatives repeatedly gives me the run around and says they are waiting to hear back for a resolution. They are also continuing to tell me about a letter that I have yet received from the very first claim being denied. They were also very rude at times. So on February 10th I decided to call customer service and complain. I made a complaint and had that representative transfer me over to another fraud department. Once on the phone with them I was informed that my claim was never reopened and that no representatives from the other department was keeping track of our conversations. This new representative assured me that he will reopen the case and escalate it so I can receive my money back in faster time. Fast foward to today February 19th I called to get an update and there is still no progress or anything to show they are working to resolve my issue. I still have yet to receive a letter of any kind pertaining to this incident and I have been out of my money for well over a month now.Customer Answer
Date: 03/04/2025
I have not heard from the business in response to my complaint.Business Response
Date: 03/07/2025
A detailed response has been communicated to Mr. ******* on March 7, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:02/18/2025
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.
Deposited a check that would not allow to be cashed elsewhere and specifically asked the bank *** if for some reason it was cashed elsewhere, if my bank account would be negative. I was assured it would not and now my bank IS negative in the amount of $549Business Response
Date: 03/10/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.