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.

  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

  
• 

  Citizens Financial Group, Inc.

  8 Washington Sq Newport, RI 02840-2914

  

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:01/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been told that my mortgage will be roughly **** a month. This was the contract I signed at closing. This was the amount I could afford. January of this year the payment went up to ****. They said the amount of **** wasn't enough money to satisfy for escrow but I have to come up with more money per month to pay it. I've made my payments on time every month last year. Now this brand new year they said I'm short on escrow. I don't believe this is fair to consumers to go up a 3rd of the mortgage payment all off their mistake of not charging more money for monthly payments last year

  Customer Answer

  Date: 01/30/2023

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

  

  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

  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:01/16/2023

  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.

  Citizens Bank is reporting erroneous lates on my credit file. This debt is for a security system I bought through Vivint. I was not advsied that I would have to make payments to Citizens Bank. I was making all payments to Vivint directly and it was not until I checked my credit file that I noticed this account. I called immediately and paid the past due balance. I would like Citizens Bank to remove the lates from my credit file. It is not my fault that I was not advised to make payments to Citizens Bank directly.

  

  Business Response

  Date: 01/30/2023

  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 January 30, 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:01/16/2023

  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.

  Ive been trying to use my debit card for citizens bank for 3 weeks and I cant get cash out nor use the card in any way. Every time I call their service they say they fix the problem and of course I go to a cash machine and it wont work. Im literally cashless as this problem keeps happening. Im terrified because this is the account that my pay from work goes into. I dont know what to to do, I have to use my credit card exclusively. Theyve stolen my money. Stay far away from Citizens bank. At best theyre incompetent, at worst theyre very dangerous.

  

  Business Response

  Date: 02/02/2023

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry.
  ************** confirmed on January 22, 2023 by way of phone his issues have been resolved.  
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:01/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for Citizens Cash Back Plus World Mastercard via website. There was promo spend $500 and get $200 but I did not receive this credits. I called customer support center and they said they do not see ********* to be attached to my account. But when I did sign up prosses on Citizens website it was clear that I will get a promo if I met offer terms.

  

  Business Response

  Date: 01/27/2023

  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 Mr. **************** January 20, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

  Customer Answer

  Date: 01/30/2023

  [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:01/13/2023

  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.

  On January 4th and 5th, 2023 I had 8 charges for $25.72 each for an inmate in a prison fraudulently charged to my bank account. I immediately filed a fraud complaint with Citizens. My bank card was not lost and has remained in my possession the entire time. The fraud claim was denied because they claim the chip on my card was used. This is not possible at all. I was never at a prison and my card has not been out of my possession! The fraud department will not speak to customers over the phone which is extremely frustrating and disheartening as it makes me feel that they dont value their customers at all. They only send you a response through snail mail about their decision. I tried calling the bank back about speaking to someone and all they could do was enter a response saying I disagreed with the decision of the fraud claims department. I did this because there was nothing else I could do. I still have heard nothing back which makes me believe that they dont care and will not reimburse the money that was stolen from me. I am devastated! I needed that money for bills! I feel completely violated and have NO trust in Citizens Bank anymore.

  

  Business Response

  Date: 01/27/2023

  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 **********  January 27, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:01/12/2023

  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.

  I was offered a promotional bonus of $600 on opening of both checking and savings account and direct depositing $500 to the checking account within the first 60 days and depositing a total of $200 for the first three months after opening. I opened both checking and savings account on Sept 21, 2022 and made a direct deposit of $500 to the checking account. I also deposited a total of $200 for the first three months(supporting documents). Since, I didn't receive the bonus yet, I called and was utterly surprised to know that I didn't qualify for the bonus as 1) I deposited $500 to the checking account on the opening day but not after opening and 2) I only deposited $100 to the savings account in October. Logically, one cannot deposit money to any account before opening the account and I deposited $500 to the checking account on the opening day which is clearly within the first 60 days. Secondly, I deposited $100 on Sep 21 and another $100 on Oct 4 to the savings account which is typically within the first month of account opening. I also deposited $200 twice to the savings account on Nov 9 and Dec 5, respectively. I don't understand the business policy where it is advertised as depositing money to the savings account in the first three months after opening but then you don't consider the amount deposited in the first month. I was shocked to know that I didn't qualify for any of the individual bonuses (checking+savings) which I feel like is not fair for me and is unacceptable. Plus, I had to spend my valuable time calling the bank over money deposit issues as my account was disabled after opening and trying to deposit money due to a fraud suspect, although I deposited money from my other bank account. Also, it's extremely hard for a student like me to get to know this after depositing money to a bank and keep it untouched for months. Honestly, the business lacks transparency, professionalism and is apparently, sneaky (well-reflected in the reviews /complaints here).

  

  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
  Citizens    

• Initial Complaint

  Date:01/12/2023

  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.

  Car loan refinanced with another company - Check was signed and delivered and lost by *************** ************** refused to age my account and was unprofessional with myself and other bank.

  

  Business Response

  Date: 01/27/2023

  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 19, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

  Customer Answer

  Date: 01/30/2023

  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,

  ********

   

   

• Initial Complaint

  Date:01/10/2023

  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.

  My online savings account ending in X4153 was transferred from **** to Citizens. I have had this account for many years, and my account agreement did not provide for any ongoing maintenance or service fees.Immediately after this account was transferred to Citizens, Citizens started deducting fees from the account. I contacted Citizens to dispute these fees and made clear that I had not and would not authorize any ongoing account fees. These fees were not listed in my account agreement with ****, and no new agreement was ever signed with Citizens. (In fact, Citizens never so much as contacted me about a new agreement or to propose new account terms.)Citizens did refund one fee in the amount of $4.99, which appeared on my September 30 statement as "CREDIT MEMO" from August 1.Citizens has made no further effort to demonstrate that any fees have ever been authorized for this account, and has made no outreach to me. I received a statement today showing $17.97 in *********************** none of which were initiated by me, and none of which were approved by me. This is all in violation of my account agreement, and all of it despite my fee dispute.I would like a refund of all fees charged, but more importantly, I would like BBB to inquire about Citizens policy regarding transferred **** savings accounts, and what seems to be a very poor approach to customer service.

  

  Business Response

  Date: 02/01/2023

  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 1, 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:01/10/2023

  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.

  I have a loan with Citizens Bank. On November 3, 2022, my debit card that was on file to make monthly automatic payments was canceled due to suspicious activity. As a result, I was issued a temporary debit card and a permanent debit card from my bank within a one-month timespan. Because my automatic payments could not be made with my initial debit card, I received an email from Citizens Bank notifying me to update my payment information. I immediately updated my card information with the temporary card in November and the permanent card in December. Citizens Bank did not immediately charge my card(s) the day I updated my payment information. As a result, there were two missed payments that appeared on my credit report and my excellent credit score dropped by 124 points.I would like to report that Citizens Bank intentionally did not take out the amounts I owed in November 2022 and December 2022 and as a result, my credit score has plummeted. I spoke with a customer service manager by the name of ******* on 12/19/22 and she refused to remove this from my credit report despite me making payments and explaining the circumstances. I was also put in contact with ****** from the Office of the Chairman who admitted that there was wrongdoing on Citizens Bank's part but will not correct the issue. It is extremely deceptive to email consumers to their update payment information, but not indicate that a payment will not be made immediately. ****** took my feedback to improve future communication with customers on her end; however, refuses to resolve the issue that has impacted me. Please see email attached that shows the lack of clarity for when a payment will be made once a consumer updates their payment information.

  

  Business Response

  Date: 01/12/2023

  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 **************** via mail on January 11, 2023 in response to a similar complaint filed with the Consumer Financial ***************** and consider this issue resolved. 
  

  Sincerely,
  Office of the Chairman
  Citizens

  Customer Answer

  Date: 01/13/2023

  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 have a loan with Citizens Bank. On November 3, 2022, my debit card that was on file to make monthly automatic payments was compromised due to suspicious activity. As a result, I was issued a temporary debit card and a permanent debit card from my personal bank within a one-month timespan.Because my automatic payments could not be made with my initial debit card, I received an email from Citizens Bank notifying me to update my payment information. I immediately updated my card information with the temporary card in November and the permanent card in December. Citizens Bank refused to charge my card(s) the day I updated my payment information. As a result, there were two missed payments that appeared on my credit report and my excellent credit score dropped by 124 points.
  I would like to report that Citizens Bank intentionally did not take out the amounts I owed in November 2022 and December 2022 and as a result, my credit score has plummeted.
  I was put in contact with ***************************** from the Office of the Chairman who admitted that there was wrongdoing on Citizens Bank's part but will not correct the issue. It is extremely deceptive to email consumers to their update payment information, but not indicate that a payment will not be made immediately. ****** took my feedback to improve future communication with customers on her end;however, refuses to resolve the issue that has impacted me.
  Ive filed complaints with the Consumer ************************* and saw other consumers who were in a similar situation who either had this issue resolved or not. Citizens Bank is not a consumer-friendly bank, but rather a collection agency. The company asks customers to put a credit card on file as opposed to the account number of a banking account to take out electronic payments for a loan. This is a malicious way to conduct business. There are customers whose debit cards may expire, be compromised, etc. and they are unable to make a payment due to no fault of their own. Citizens Bank intentionally wants to destroy the health of consumers credit with their misleading practices.
   Furthermore, there is nothing in the terms and conditions that states that a payment will not be processed the day that a consumer updates their payment information. If this is not resolved, I will escalate it so that an audit will be conducted and legal matters will be taken into consideration.
  It's laughable that Citizens believes in the importance of customer building and satisfaction but has admitted fault in this situation and refuses to correct the issue.
  
  Please see email attached that shows the lack of clarity for when a payment will be made once a consumer updates their payment information.

   
  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,

  Brianna

   

   

  

  Business Response

  Date: 01/30/2023

  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 January 12, 2023 via email.   
  
  Sincerely,
  Office of the Chairman
  Citizens

  Customer Answer

  Date: 01/31/2023

  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've requested numerous times that Citizens send me the terms and conditions that states a payment will not be processed the day that a consumer updates their payment information. I have yet to receive it. When it was first brought to my attention that my credit score dropped, I contacted Citizens and a representative informed me that she would contact the credit bureaus to have this error removed from my credit report. It wasn't until ***************************** got involved that this decision was reversed.  Additionally, it is imperative to mention that other consumers who were in similar situations had their credit report corrected by Citizens. It's obvious that Citizens is blatantly discriminating against me and refuses to admit any wrongdoing by continuously ignoring my request to send over the terms and conditions related to automatic payment processing. ]
  
  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,

  Brianna

   

   

  

  Business Response

  Date: 02/10/2023

  Please see attached a copy of our response letter mailed to our customer on February 10, 2023.
  
  Sincerely,
  Office of the Chairman
  Citizens    

  Customer Answer

  Date: 02/13/2023

  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. 

  
  

  There appears to be inconsistencies with Citizens Bank policy. In the letter dated January 11, Citizens stated "Please note, we offer additional methods of payment to satisfy the monthly minimum payments as agreed in the Terms and Conditions provided at the time of account opening. We also accept payment via mail and over the phone with a representative." This statement indicates that a payment would have been accepted and processed on a date other than the actual due date if it was made via mail or with a representative over the phone. 

  
  

  I'd also like to mention that I filed a dispute with Experian and provided documentation that supports that my banking account was compromised. Upon providing this information, Citizens removed the late payment from my credit report for November but still has not done so for December. Both November and December late payments need to be removed from my credit report as soon as possible. I've provided documentation about this rare and traumatic circumstance I experienced, I updated my payment information upon receiving Citizens email notifications to update my card on file, and I've read Citizens inconsistent terms and conditions. Citizens has resolved similar issues other customers but is intentionally trying to ruin the health of my credit. 

  
  

  
  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,

  Brianna

   

   

• Initial Complaint

  Date:01/10/2023

  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 had an auto loan with Citizen's and it was paid off years ago, but they sent the title to the wrong address. I have been trying to get a duplicate title sent to me. I had a lien release form sent to me, to give to the **** but was told there was also an electronic lien on the auto as well. I have contacted Citizen's no fewer than 20 times trying to resolve this issue and I get no help at all. The *** told me that all Citizen's had to do to release the electronic lien was "push a button". Citizen's has told me they have to send an email to their "back office" to get it researched first. The first time I called, they told me it would be 5-7 days. The second time I called they told me it would be 2-3 days. Here I am 6 weeks later and I'm still getting the runaround. I have spoken with a "****" several times who tells me this is the ***'s fault and they are just holding up my title. I traded my car in and I'm waiting on the title to finalize everything. The dealership is holding $12,500 of my cash until they get the title, and I have mentioned this to Citizen's multiple times, but apparently they do not care. They already have my money from the auto loan, so now it seems no one wants to help. I will never do business with this financial institution again.

  

  Business Response

  Date: 01/27/2023

  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 ****************** January 18, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens