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:02/03/2023

  Type:Sales and Advertising 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.

  At some point during the summer of 2023, apparently Citizens Bank took over my account with **** without my knowledge or consent. When I returned to ******* in December I found that Citizens had not only jacked my **** account, they have been charging $12.99 per month in fees that I never accepted or agreed to, and was not being charged on my **** account. I have tried multiple times to close this account and get my money, INCLUDING a refund for these bogus fees, and every time I've had to give up when I've been on hold for almost 2 hours.

  

  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 customers inquiry.
  Please note that we have fully addressed this matter directly with ********************** on February 21, 2023 via mail. 
  We have provided a copy of our response letter only here for our customers convenience. 
  
  Sincerely,
  Office of the Chairman
  Citizens

• Initial Complaint

  Date:02/03/2023

  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.

  I received a marketing promotion in the mail from Citizens Bank.The promotion offered bonuses of $600 for new checking and savings accounts. I proceeded to open both accounts online, using the offer code provided. The new accounts were opened in September 2022, and included a Direct Deposit over $500 to new checking account within 60 days of new account opening. I deposited $15k into the new savings account which remained on deposit thru December 31, 2022. Having completed all requirements indicated on the mailed promotion, I was now supposed to receive a $600 bonus paid by January 31, 2023. Having NOT received the bonus, I called Citizens Bank **************** on February 1, 2023 to inquire why no bonus was received. Citizens Bank **************** stated I should have received the bonus by January 31, 2023, and they would need ***** hours to look into why the bonus didn't deposit to my account. 2 days later, I received a call from Citizens Bank admitting I should have received the bonus, and would now receive it 10 days late, however the bonus will now be $300 less. They admitted they didn't follow the details in the promotion and I was entitled to the bonus, but NOW the bonus is $300 instead of the $600 offered in the mailed promotion I received in the ** S. mail, and I would receive the $300 late in the future. This appears to be mail fraud by Citizens Bank, or at least bait-and-switch, both illegal. Having read other negative reviews posted by former Citizens customers, it seems many have had to inquire about their missed bonus payouts from Citizens Bank, and it is obviously benefiting to Citizens Bank to not payout the promised advertised bonus.

  Customer Answer

  Date: 02/17/2023

  I have not heard from the business in response to my complaint. i am still waiting for Citizens Bank to respond and resolve this matter before I file a formal complaint with The ********** ********** of **************

  

  Business Response

  Date: 03/01/2023

  We have provided a copy of our response letter here for our customers convenience. 
  
  Sincerely,
  Office of the Chairman
  Citizens
  

• Initial Complaint

  Date:02/02/2023

  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 been unable to gain a line of communication with insuranceclaimcheck.com which Citizens Bank uses as a subsidiary to handle insurance claim checks from damage to my home. Multiple times checks have been sent back due to lack of diligence , faulty website , inability to form a direct line with a single person via email to prevent communication issues. Posted a recent endorsement check online and scheduled inspection but when called to be updated , nothing was on file. Inspection was completed successfully with 88% complete and am looking for clarification that this check will not be held or sent back and be placed in limbo as previous occurred. This is in regards to loan #**********

  

  Business Response

  Date: 03/08/2023

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

• Initial Complaint

  Date:02/02/2023

  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.

  We currently have a mortgage through Citizens Bank and the entire process from the beginning has been handled with incompetence. The day before our closing, our loan got pulled for audit, with an inquiry that was left to us to solve and ended up being a number ******. Our closing took 4 hours, which is unheard of, due to mistakes on the closing documents prepared by the bank, which had to be resent 4 times because we kept finding errors. Our lawyer and even the judicial title closer said they have not run into issues like this in their 20 years of closing. Completely unacceptable.

  

  Business Response

  Date: 02/27/2023

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customers inquiry.
  Please note that we have fully addressed this matter directly with ********** on February 24, 2023 via mail. 
  We have provided a copy of our response letter here for our customers convenience. 
  
  Sincerely,
  Office of the Chairman
  Citizens

• Initial Complaint

  Date:02/02/2023

  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.

  Last month I ceased auto pay on this credit card. They still took $496.19 out of the account ending in ****. Please return this money I did not authorize to pay. Thank you. I was told that today it would be processed to return $496.19 and would take a few days. Also please cancel my account. I spoke with someone today who said the auto pay is now turned off. I wanted to file this to be certain as they would NOT take out another $741.48 this month. Since autopay is already shut down.

  

  Business Response

  Date: 02/06/2023

  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 3, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:02/02/2023

  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.

  ************** account was closed without knowing and money from was missing from bank account after speaking with Citizens Bank.

  Customer Answer

  Date: 02/02/2023

  Yes, I am still interested.

  Ill call in morning I made serval calls went in branch *************************************************************** very rude and branch at **********************************************

  

  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 customers inquiry.
  Please note that we have fully addressed this matter directly with ********************* on February 21, 2023 via mail. 
  We have provided a copy of our response letter only here for our customers convenience. 
  
  Sincerely,
  Office of the Chairman
  Citizens

• Initial Complaint

  Date:02/02/2023

  Type:Sales and Advertising 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.

  Auto Loan number ********** Between September and October 2022 I received a late payment notice on my credit report. I had my account setup on autopay and I was unaware that the payments did not go through on the account until I received a notification from the credit bureau that a late payment had been recorded on my report. I have made sure during the time that Ive had to pay for a car I no longer have and that gap insurance stated that they only were required to pay a certain amount and I was required to pay the remaining to pay on time. I am requesting that a courtesy waiver of this 30 day report be removed from my credit. Upon removal I will be paying off the remaining balance. I did bring the account back to good standing and also setup payments to pay out every two weeks. I am at the mercy of this company to remove the late payment that I would have not been aware of if I didnt get the notification.

  

  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:02/01/2023

  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.

  To Whom It Concern:I open my CITIZENS BANK CASH BACK PLUS WORLD MASTER CREDIT CARD ON 11/10/22 (last 4 digital of this CITIZENS CASH BACK MASTER CARD number is ****) , the new card offer me with spend $500 IN THE FIRST 90 DAYS , I will get $200 reward, on the first 30 days, I already spend more than $500, and it already qualify this requirement for this $200 offer, but until today it is 2/1/2023, it is more than 90 DAYS, I still have not receive my $200 reward for a new card customer, I call ******************** CREDIT CARD HOTLINE, the rep from told me he do not know, let me call back on 30 days, it is a ridiculous answer for the customer . I need you guys to step in, stop this company's continued scam for loyal customers.Please see the attachment proof of pictures.

  

  Business Response

  Date: 02/06/2023

  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 6, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:01/31/2023

  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.

  On December 19, 2022 I opened a Citizens Bank account online and electronically transferred $1,600 to fund the account. On December 20, 2022 I received a call from their fraud operations team informing me they couldn't verify my account. The only option presented was to go physically into a branch and I was not able to do that at that time. On December 21, 2022 I contacted fraud operations and informed them I no longer wanted to pursue a banking relationship with Citizens, so please cancel the transaction and refund my money. I was told the account would be closed and the funds would be refunded within 24 hours. This did not happen. I again called fraud operations on December 22, 2022 and the representative I spoke with blamed the delay on a vendor named ******. She said it could be up to 30 days before getting the funds back. I've been patient and waited. It is now January 31, 2023 and I still have yet to be refunded my $1,600. I'm seeking my money back in its entirety.

  

  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 customers inquiry.
  Please note that we have fully addressed this matter directly with ******************** on February 21, 2023 via mail. 
  We have provided a copy of our response letter here for our customers convenience. 
  
  Sincerely,
  Office of the Chairman
  Citizens

• Initial Complaint

  Date:01/31/2023

  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.

  ********* is reporting an account on my consumer report with all 3 major reporting companies that I owe an education loan. I have never had an education loan with this company. I have requested several times validation of the alleged debt, and received copies of paperwork which could be from previous transactions from this company.Citizens which is an affiliate of or co-owner of ********* has created an additional account that is reporting negatively on my consumer report. Again, I have requested validation numerous times and neither company has provided proof to confirm the debts validation according to FCRA. The accounts have the same number (*******) and reporting the same balance of $27,224.00

  Customer Answer

  Date: 02/11/2023

  I have not heard from the business in response to my complaint. This company continues to report unvalidated derogatory information on my credit profile. An auxiliary company by the name of First has also reported the same information as derogatory information. So, I have two affiliated companies that are reporting twice the alleged credit that has not been validated. What is worse is that for the last two years without fail, I have requested validation. On 2/8/2023 I received a response that ********* had mistakenly reported that the alleged credit was for an education loan. They replied that they have since corrected the mistake. After at least two years they realized that they had made a mistake reporting false information. It was only because of my complaint to the BBB that they responded at all. I have refuted the information by every means made aware to me with no remedy. This company has no integrity. Reporting false information with two affiliated companies. I have also requested a **** IOD or a W-9 so that I may verify this account through the *** and the company has not responded. 

  

  Business Response

  Date: 02/13/2023

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customers inquiry.
  Please note that we have fully addressed this matter directly with ********************** on February 13, 2023 via mail. 
  We have provided a copy of our response letter only here for our customers convenience. 
  
  Sincerely,
  Office of the Chairman
  Citizens

  Customer Answer

  Date: 02/14/2023

  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,

  ******