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 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:02/14/2023

  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.

  My father and I have a safety deposit box at this location with ************* My father went to check it yesterday and noticed his personal lock was missing and all of our items and valuables gone too. We dont understand how we have both keys , only my father has gone 3 times & the banks log record support that as well. 1st time was when we opened the account at the bank. 2nd time he added the extra lock INSIDE of the deposit box , 3rd time everything is suddenly missing ? How ? Have been getting the run around, tried to file a police report like the bank said - they said a complaint just be filed first. The locations manager was polite - not very helpful however. The operations manager ***** is busy right now with a project . All of my familys generational valuables passed down as well as gold diamonds and jewelry + gold rabbit and ancient rare coin from ****s gone. I dont know what to do

  

  Business Response

  Date: 04/28/2023

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

• Initial Complaint

  Date:02/14/2023

  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.

  All year we have tried to make our payments on time. If they get it on the first, the 8th, the 11th, they hold it and put it through the 18th when it is delinquent and charge us a late fee so 3 months ago we called them to do a check by phone, that one went through but last month they didn't put it in our bank at all and failed to tell us until they sent this months bill now with a late fee and insufficien funds charge and we called our bank and we had no insuf. Funds at all and they said they didn't put it in so we called them and gave em a chewing and said we are not putting up with this ever again, we made a debit card paym this time, and it didn't post so called them back and this one did with a conf #, and now a letter saying we are delinquent. They don't even want to take our payment because they aren't getting unnecessary late charges from us and now they won't let us pay Xtra until we are caught up

  

  Business Response

  Date: 03/06/2023

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

  Customer Answer

  Date: 03/07/2023

  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.]
  
  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,

  ***** And *******

   

   We have been trying to make our payment on time for a whole year since we moved into our house.  They blamed it on the mail at first, then we started calling them to do check by phone and one of them was not even put in, they said it was the wrong routing numbers. They mailed us a letter saying they was charging us late fee, and insufficient funds fee , plus the payment, and we checked with our bank and we had on insuficient funds, in fact they said Citizens didn't put the payment in our bank at all. We get one letter saying we are in good standing and another filled with threats, continually, we have the letters to prove this.

  

  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
  

• Initial Complaint

  Date:02/13/2023

  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 put a deposit of 800 dollars in 50s and 200$ in 20s for a **** dollar total. The *** said sorry I can't deposit or return the funds. The bank teller said the same. I called the police immediately and made a report.

  

  Business Response

  Date: 03/02/2023

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

  Customer Answer

  Date: 03/06/2023

  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; 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.]
  
  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,

  *************   The business states no error occurred when an error did occur. I have a receipt and a police report made on the day of time of at the bank branch. 

                 The business claims no fraud occurred yet the bank branch closed out **** dollars that day and per day for 5 days over at least what it should have with my money being the **** dollars over according to the recent reports received via information request. 

  #1- A dispute the bank manager was aware of was entered that day regarding the **** dollars the *** took from me during a deposit and gave back an "error" receipt with zero money counted, applied, or refunded. A police report the bank manager seen made upon my initiation to call the police and make the report on site that day was also in play regarding this money of mine yet still each day goes by without my money being returned.  Was the bank manager perhaps using the money for his own purposes?  One can only think so with all that in play and the bank branch closed by the manager **** dollars over at least yet my money was not returned nor acknowledged. That seems like fraud to me. 

  Most importantly, I am requesting to know what it will take for the business to remove this *** machine from the institution? 

  I'd like to ask, if someone deposited Money into the same *** I did and then it took it with no return nor application to any account and that individual tragically passed away because they were unable to get the medication they were going to pay for with that money because the bank manager refused to acknowledge it while handling it for 1 week after doing God knows what with it but the person who really needed it isn't getting it back, Would Citizens bank or it's aka's or subsidiaries feel responsible for that persons permanent harm? I would think so. It makes sense. Why is that machine still there? 

  
  

   

   

  

  Business Response

  Date: 04/01/2023

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

• Initial Complaint

  Date:02/13/2023

  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.

  I have tried to contact Citizens bank in person and via phone numerous times since November 2021 regarding a Home Equity Line of Credit on a home of a deceased person that I am the administratrix of the estate. I initially started contact in person and was informed that all loans are handled over the phone. September 2022 Citizens was contacted again. A letter was sent to the assumption department as well. On 1/31/23 a fax was also sent to the assumption department who has yet to respond from my November 2021 inquiry. I am seeking help to have the loan assumed by the beneficiary so that the deed can be placed in their name and I can close the estate. No one has responded. I have been transferred and given phone numbers for departments that have no clue on how to assist me as well as some of the departments claim to no be able to find the account so I am then transferred again. Today 2/13/23, i called the number on the loan paperwork 8 different times. Two times out of the 8 I was able to speak with someone, but the 1st caller had trouble with their phone connection and disconnected our call after I waited 12 minutes. The 2nd caller gave me a department that stated they could not find my account with them. I have been given the run around too many times. I feel like Citizens is trying to make the home go into foreclosure by not providing us with the correct people/department to handle a home of a deceased person. I would like to speak with a knowledgeable person who deals with estates and loans so that I can assume the loan and have the home transferred into the beneficiary's name and move forward.

  

  Business Response

  Date: 02/23/2023

  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 21, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

  Customer Answer

  Date: 02/24/2023

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

• Initial Complaint

  Date:02/10/2023

  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.

  On 2/8 I received a email that my account was flagged for suspicious fraud. I didnt see because I dont check my emails daily. I received a text on 2/9 stating my account was flagged for fraudulent transactions. It was followed by a call which was automated saying please hold for next available representative. I was at work, after about 1 hour on hold I had to disconnect the call. I called back a few hours later and was on hold for 2hrs & 30 mins & the call dropped. The next day 2/10 I called at 10am and was on hold for over a hour. I then called again around 12, on hold for another hour. I then proceed to call the number on the back of the card just for them to tell me they cant help and redirect me to the fraud department where I was on hold for another hour and half & again for whatever reason the call dropped. I called back and left my phone on speaker and was on hold for another two hours. After about two hours and twenty minutes a prompt advised that no one was available to take my call and to try again later. I called the main line spoke to an agent and expressed my concerns & aggregation. She told me I would be put on a call back list but then redirected me to the fraud center. I again was on hold for another other and the prompt advised to call back later. At this point Im so frustrated but I received a call back but again the agent could not help me, I was scheduled in the wrong department and again transferred to the fraud department but advised theyre open 24/7. I send a email to the fraud ***** I filed a complaint through the app and still no call back. I tried another number that had a prompt that advised 60 min wait time. Its 8:30pm on a Friday and I havent spoke to one person in the fraud department and my card is frozen. This is my main bank account. I never had such a worst experience. After reviewing the email on 2/8 all the transactions where transactions that have came out of my account many times such as my phone ********************* No reason to freeze my account

  

  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 21, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:02/10/2023

  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.

  My fianc and I have a home mortgage loan with Citizens. His name was solely on the movie both our names are on the deed . It was written up if anything were yo happen to him I would assume the loan. Two weeks before this past Christmas my children and I lost him tragically. I contacted the bank one week after to notify them and completed the paperwork on my end that was required by them . That was a week after 12/10/22. Today is 2/10/23 . I have called over 20 times speaking with different reps. **** rep gives different information and ** spoke with one supervisor. I still have not received the loan paperwork I need to assume the loan . The supervisor said it takes time. I work for a credit union and I know it does not take this long . Furthermore the collection **** continues to call and ask for him by name. After 2 months he has been deceased and no paperwork that I need they are harassing me by calling every day and asking for HIM. I am only 1 month behind . I need these papers so I can assume this loan then work on lowering the payment so I do not lose my home I share with my two young children. I am beyond stressed that they continue to call for him . This would never happen at my financial institution I work for . We have notes and know when a member is deceased so that we do not call for them and stress out the family. Extremely furious and I would like someone very high up the ladder to contact me please. ************

  

  Business Response

  Date: 03/06/2023

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

• Initial Complaint

  Date:02/10/2023

  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 found out yesterday 2/9/2023 that my citizens bank account was being closed ending my relationship with the bank due to my account being flagged for suspicious activity and I wouldn't have access to the money in my account at all which is a load of s*** my paycheck got deposited in there today and I have absolutely no access to it and customer service doesn't care at all. I have asked that I just be allowed to retrieve my money because I have bills to pay and kids to care for and they refused they have no right to hold my money hostage I owe them nothing and I will never be banking with citizens bank account I Want this ***********!

  

  Business Response

  Date: 02/15/2023

  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 14, 2023  by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

  Customer Answer

  Date: 02/15/2023

  [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:02/09/2023

  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.

  Hello:I hope all is well with you and your family. Thanks for taking the time to review my case and for making me the best part of Citizens Bank. I need assistance with my account ending in ****. Last four of my SSN is: **** and DOB is: xx/07/1967. I have been a customer of **************** for over 40 years. Unfortunately, due to COVID-19, the ongoing Pandemic, job-related issues, and inflation, I would like to withdraw my CD for $10,000. I know that this usually comes with a one-time penalty, however, in my history with Citizens Bank, I have never requested such action before. I have contacted customer service numerous times and due to the language barrier, they were unable to assist. I look forward to hearing from you soon. Have a great week ahead.Respectfully:*************************** ************

  

  Business Response

  Date: 03/14/2023

  A detailed response has been communicated to ****************** on February 27, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

  Customer Answer

  Date: 03/15/2023

  [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:02/09/2023

  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.

  My business had a Loan with Investors/Citizens bank which has since been paid up in full!!However there is still a lien from them on my business.I want to take out another loan from a different bank but they are requesting to have the lien from investors removed.I reached out to investors/citizens via phone/email/ I even went to my local branch to discuss this matter (bank manager also tried reaching out to the higher *** for me) but no one was able to help me and I received no response!!I need the lien to be removed from my business immediately.

  

  Business Response

  Date: 02/16/2023

  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 our customer on February 14, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:02/03/2023

  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 mortgage for my home was sold by ************** to Citizens Bank effective 10/1/2022. Erroneously, by their own admission, Citizens bank entered it into an interest only loan. Therefore, the approximately $475 of my monthly payment is not going towards the principal-only $1.95 is being applied. Each month that passes, is costing me $475 as my principal is not being paid down. When I recd the notice of the transfer, I was only given the total paymement which included the taxes, interest and principal paydown-there was no breakddown by line so I didn't realize the mistake unless I logged into my account and noted it was an interest only loan. I have called multiple times, am placed on hold each time for a minimum of 60 minutes, and am told it is being worked on. I have reported them to the ** ********** of ******************* and sent letters to their General Counsel, ******************* and their CEO, *************************** -the problem isn't resolved as of today.

  Customer Answer

  Date: 02/17/2023

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

  

  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

  Customer Answer

  Date: 04/18/2023

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