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
- 1,662 total complaints in the last 3 years.
- 463 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:01/31/2023
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 have to complain here since apparently citizens doesn't have an internal complaint system. Which is a bad sign there.Attempted to call to pay off an escrow deficit due to increased taxes. The rep i spoke to, ******, on 1/31/22 at approximately 10:30am. My escrow is negative 3k. She tells me it's double that. I tell her it's not. She demands to know where I got these figures from her. Tell her I'm looking at the website. Ask if she's talking about the needed balance for the upcoming tax year. She says she doesn't understand that. (Very bad sign). She tells me to take out my calculator and I will see. Tells me to add 3,221+(-2,992) and you get ******. Tell her she must mean ******, as in the deficit for the upcoming tax year. No, she insists it's positive and raises her voice at me. Say ok, 3,221+(-2,992)= ******... so my account is positive ******? She hangs up on me.Awful customer service is par for the course but holy ****** you think working at a bank you would know how to do basic math or understand what a deficit is.
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
CitizensInitial Complaint
Date:01/30/2023
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 have a hard inquiry from this company and i have never heard of them or given them approval to run my credit! this is fraud!Business Response
Date: 02/09/2023
Please see attached a copy of our response letter mailed to our customer on February 9, 2023.
Sincerely,
Office of the Chairman
CitizensCustomer Answer
Date: 02/12/2023
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.
i did not give you or them the right to run my credit multiple times! remove these from my report!
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:01/26/2023
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.
This bank works like ***** Fargo a few years back , they open credit card without client consents. I was merely trying to open one checking saving and money mkt acct and never applied for a credit card with this bank. Then I got the credit card from them .... This is a scam and Fed or other regulator should fine them like ***** FargoCustomer Answer
Date: 02/06/2023
I have not heard from the business in response to my complaint.Business Response
Date: 02/14/2023
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 14, 2023 via mail.
We have provided a copy of our response letter here for our customers convenience.
Sincerely,
Office of the Chairman
CitizensCustomer Answer
Date: 02/15/2023
I didn't open it online nor recall it's introduced online. This is not an acceptable answer. How do you prove you don't open acct without client consent.
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,Zhen
Business Response
Date: 03/10/2023
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:01/26/2023
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.
Im January 2022 I missed my mortgage payment. I called citizens one in February to make that payment and they said no I had to make two payments which I couldnt afford to make two. I then fell behind on my mortgage because of that and I was unemployed. I filed for hardship and it wasnt approved for a forbearance until June of that year for a three months forbearance. I paid $600 during that time but owed $10,000 since they wouldnt let me pay until I was in a hardship program. I then applied for another hardship for a loan modification that they said was the only option for me. I asked if I could make payments in the meantime and they said no because I wasnt in a hardship program. My amount due ballooned to $15,000. I called every month to find out the hardship status, always told still processing. Then today 1/26 I receive a foreclosure letter. I called and was told my hardship got denied because I am unemployed and that I should have checked the status every week. I was told my only options are short sale or in lieu of deed. They explained those options which I still dont understand and gave no options for keeping my home. I have three small children and will be homeless when this foreclosure goes through all because I wasnt allowed to make payments and I wasnt allowed to be shown in writing my mortgage statements. I was also returned the $600 in the form of a check with a letter saying they couldnt process it.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
CitizensInitial Complaint
Date:01/26/2023
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.
Hello, I am on Workers' Compensation and paid my account after receiving your email over the phone with an agent. I submitted my payment on December 19th, 2022. Then, I made my payment of $130.92 $ on 01/22/23 after receiving your email. I was surprised you reported my Experian/ Equifax account on 01/23/23 with multiple negative Remarks for the same account. I am requesting to set up a payment agreement to finish my debt. Additionally, I am requesting the removal of the ALL-Negative Remarks on my credit report with Experian, Equifax, and Transunion. You can reply to me using my email at peguy. ***************** N.B. Additionally, all the contact information provided in each credit report needs to be corrected. The phone numbers provided ring endlessly unless the Citizens Pay contact programs their voicemail " unable to leave a voice message."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 16, 2023 by way of phone.
Sincerely,
Office of the Chairman
CitizensCustomer Answer
Date: 02/21/2023
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,Peguy-emmanuelle
Initial Complaint
Date:01/26/2023
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 received an email on January 21, 2023, stating that my loan was 35 days past due. I subsequently called that 24-hour number and spoke to a customer service representative. The representative said that my card had been deleted from their system. I then asked how and why. I was told to call back and speak to a supervisor later, and they would possibly be able to help me, but not likely. So I called back today, January 26, 2023, and was told my issues were being handled with some department and would hear from them later. My point is, why did my card information disappear after I have been a customer since 2020? Was I the only account with payment details deleted by the "System,"? or did a random person mistakenly delete my payment information? I want feedback regarding my issue! I also would like my credit to reflect on-time payments if it was on their end. Almost three years with no payment issues, then all of a sudden, the system malfunctioned and deleted my payment information, I do not have faith in that excuse!Customer Answer
Date: 02/06/2023
I have not heard from the business in response to my complaint.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
CitizensInitial Complaint
Date:01/25/2023
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 am a co-owner and CFO for ****************. Earlier this year we applied for $100,000 Term loan and a $150,000 Line of Credit with Citizens Bank, *************, ** branch which were both approved. To facilitate repayment of the loans, I added our *********** account to our Citizens profile for online transfers.On August 29 from the Citizens account I initiated a transfer of $20,000 from Truist to Citizens account. Our Truist account showed that the amount was debited out of the account on August 30 and on the Citizens side it was showing as a pending incoming transfer for a few weeks until it just 'disappeared'. Citizens cannot account for it, cannot find and since September we have been going back and forth. We tried calling the main office and were bounced around different departments. We have been dealing with the branch in question (*************************, POC). My latest follow-up email was not responded to and calling them sometimes you get them, sometimes not and no clear direction on where things stand. In October we had a 3-way call with Citizens and Truist and Truist basically said the money left their bank and there's not much they can do. We feel the two banks should be talking directly to each other to find that money.If not resolved, we owe Citizens Bank $100,000+ in loans and we feel that we will pay off the balance up $20,000 and leave the balance matching our money that they cannot find. Your assistance will be most appreciated.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
CitizensCustomer Answer
Date: 02/27/2023
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. The amount in question was credited to our account and ************ is happy with the outcome
Regards,
*************************Initial Complaint
Date:01/24/2023
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.
So I have the peace of mind program attached to my citizens account. Lovely program, however I was sick with *****, and actually had symptoms. I received an alert that my citizens account was overdrawn on 1/18/2023. It happened the day before on 01/17/2023. I had until 10pm to put money into the account. I left to put money into the account only to realize I had forgotten my bank card at home. I made several attempts to access the online banking to no avail. The system was down. The next day there was a message on the website apologizing for the system malfunction. But of course its too late for the rebate program. I spoke with an associate and asked for it to be waived just to be told no. But one of the ways we can not obtain the fee is by online transfers which was unavailable to me. I went to the atm on Friday to deposit the $25, and was told I am not authorized to use the account. They returned the $25 and I called the bank. I was also charged an additional $30 for an extended fee. I only had $27 to deposit into my account but it seems unfair to me that the bank refuses to work with me when they know they were experiencing technical issues.Business Response
Date: 01/26/2023
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 January 26, 2023 by way of phone.
Sincerely,
Office of the Chairman
CitizensCustomer Answer
Date: 01/27/2023
[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:01/24/2023
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 have been trying to receive my escrow refund since 7/2022. They had 2. Additional checks needing to be endorsed and I have not received the checks back either. The company is hard to contact and I would like the money back thats owed to meBusiness Response
Date: 02/17/2023
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 17, 2023 via mail.
We have provided a copy of our response letter only here for our customers convenience.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:01/21/2023
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.
The issue is that Citizens Mortgage Company took 2 mortgage payments out of my Citizens Bank Account after I called on Jan. 13, to pay my bill. I paid it via the phone as I do every month. I get paid every 2 weeks on Wednesday. When I saw that a purchase amount for dinner didn't go through, I immediately went home and found that I was double charged for my mortgage payment for $2232.95 and it was also taken out of my account with my debit card, which was never authorized. To date I have $205 in overdraft and sustained overdraft charges from Citizens Bank. I owe a credit card bill with *********** so far, all of the overdraft fees from those who have taken my money already , and I'm going to speak to an attorney about the hardship and the anxiety they have caused me. I can't believe a financial institution can steal my money and not take responsibility for their mistake. They told me I would have to wait 10 days to get my money back. They can take it away from me with the push of a button, but they have to wait 10 days to give it back?!!!!! This is more than insane! They said I would receive a check in the mail. I cried for an entire day, couldn't function, I was depressed and anxious, I couldn't work except I had to take care of my daughter who has cerebral palsy. I've had a personal account and 2 business accounts with them for almost 30 years and I've never been treated so unfairly. I'm almost 65 and this has never happened to me before in my life.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 customers inquiry.
Please note that we have fully addressed this matter directly with ******************** on February 15, 2023 via mail.
We have provided a copy of our response letter here for our customers convenience.
Sincerely,
Office of the Chairman
CitizensCustomer Answer
Date: 03/09/2023
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.
See attached**********
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
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