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Business Profile

Bank

Citizens Financial Group, Inc.
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

This profile includes complaints for Citizens Financial Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Citizens Financial Group, Inc. has 1146 locations, listed below.

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    Customer Complaints Summary

    • 1,663 total complaints in the last 3 years.
    • 465 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/09/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 bank account was switched over to Citizens bank without my consent. I also have been very sick the past 3 years so this wasn't a huge priority to me. I have called them before asking what's going on with my account but they won't tell me much over the phone without account number. I FINALLY got the account number today. they have been whittling away my balance with fees every month (the original account was NO FEES). I think i also have a CC with them that was forced upon me, but they won't answer any questions there either. Probably paying the minimum. this company is DISGUSTING. I finally received my bank account information with them and it is nearly empty. IT WAS SUPPOSED TO BE FEE-FREE. This needs to go to the office of the Comptroller.

      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 customers inquiry.
      Please note that we have fully addressed this matter directly with **************** on February 6, 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:01/09/2023

      Type:Product Issues
      Status:
      Answered
      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 partner and I signed up for a joint checking account in August 2022 under a promotional offer. Per the terms and conditions of the offer we were supposed to receive $300 no later than December 31, 2022. After multiple phone calls we have yet to receive our money and have been given different excuses regarding the delay.

      Customer Answer

      Date: 01/20/2023

      The business contacted me on Thursday January 12th and told me that they would look into this matter (I had been told this same thing 4 times previously).  I have not received an update since then, nor have I received my $300 checking bonus.

      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 23, 2023 by way of phone. 

      Sincerely,
      Office of the Chairman
      Citizens 

    • Initial Complaint

      Date:01/08/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Open up a line of credit citizens has locked a portion of the line of credit, even though no purchase was made, and has not released it due to a glitch in their system, and would prefer to re-open another line instead of handling this current issue. Contacted customer service. Very rude on the phone And has not provided a timeline even though line of credit has a zero balance

      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 customers inquiry.
      Please note that we have fully addressed this matter directly with **************** on January 27, 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:01/08/2023

      Type:Product Issues
      Status:
      Answered
      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 Emailed you a MONTH AGO and YOU NEVER REPLY TO ME NOW and YOU ARE STILL REFUSING TO HELP ME NOW.

      Customer Answer

      Date: 01/18/2023

      I have not heard from the business in response to my complaint. NO HELP AT ALL NOW.

      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 Ms. ***************** on January 30, 2023 via mail. 
      We have provided a copy of our response letters only here for our customers convenience. 

      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. 

      [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:01/05/2023

      Type:Order Issues
      Status:
      Answered
      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 15th, 2022, I called Citizens Bank to request a lien release letter for a loan that was paid off in 2015. I was told to wait **** business days to receive the letter. I have been given the run around ever since.I called on 12/27 and was told to wait longer due to holidays. I called again on 12/29 and made another request for the letter (original letter still not received). I called on 1/3 and was told my request would get escalated and I would receieved a call back. No call back received. I called on 1/5 inquiring once again and was told to wait another **** business days. Citizens has poor records management practices as it cannot produce the letter as requested. No explanation besides waiting **** business days. It has been well over 13 business days, 20 calendar days. Mail does within the U.S. does not take a month to receive. Highly frustrated and dissapointed as this is a critical document to handling a legal of a vehicle sale.

      Business Response

      Date: 01/28/2023

      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 13, 2023 via email. 

      Sincerely,
      Office of the Chairman
      Citizens

    • Initial Complaint

      Date:01/05/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 opened a checking account with Citizens Bank in July or August of 2022. I cant remember the exact date. At the time I opened my account, Citizens was having a promotion where if you opened a checking account you would get $300. Plus another $100 for using the debit card provided with the account. Of course there are restrictions to these promotions but I met all the criteria to receive the $400. Ive called Citizens about this several times over the past week but have gotten nothing accomplished. The representatives seem to agree I should have received the $400 but none of them can explain why I didnt get it. Theyve promised callbacks but as of this writing I havent heard anything from Citizens.

      Business Response

      Date: 01/28/2023

      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 23, 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:01/05/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      After receiving an offer in my personal email account I called the Citizens help line for assistance. I wanted to make sure all the requirements were fullfilled correctly so I let them be my guide. As it turned out they didn't even know the details of their own promotion and they mislead and misinformed me. At the time I was assured everything was done correctly and all I had to do was wait for the promotion to end for the fullfillment of the offer. As it turns out when I called to see why it never happend I was told I did not qualify. I requested an escalation and review of the case which they did and after pulling the conversation tape of my call I was assured once again that I would be qualified for the bonus offer. After they told me i needed to hold the account and just wait another 3 months. After all that I did not receive the promotion. I called one more two more three and four more times and each time I was told no worries all would be well on December 31st. Of course, it was not and finally on January 4th of 2023 I was told the manager that reviewed and approved my case was no longer with the firm and i would not be qualifying. I am so upset at this point I want this escalated to a higher authority at the bank and resolved as promised.

      Customer Answer

      Date: 01/17/2023

      I have heard back. they have not resolved it as of yet but did receive the BBB complaint and have opened a case and are working on it. As soon as i hear back further i will let you know.

      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 customers inquiry.
      Please note that we have fully addressed this matter directly with ********************** on February 16, 2023 via mail. 
      We have provided a copy of our response letters only  here for our customers convenience. 

      Sincerely,
      Office of the Chairman
      Citizens

    • Initial Complaint

      Date:01/05/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      First I want to point out that I have been with citizens bank for over 7 years and never have I dealt with such ignorant and rude people until the past few months. I want to know why on January 5th 2023 I am receiving mail from citizens bank that was dated on December 23rd? Also I want to know why not one single person in the fraud **** has even attempted to try and contact me through email or even a **** phone call in regards to the disputes I have put in??? Today I received this ******** letter telling me that because your unable to determine that a cancellation occurred based on whats Available to you in regards to my dispute claim that now your reversing the $939.20 credit that was out on my account ON JANUARY 6th?!? NOBODY HAS EVER EVEN TRIED TO CONTACT ME IN REGARDS TO THIS DISPUTE!!! I have all the proof needed to prove that refunds were supposed to be given to me from PayPal and never were and I also MAILED THEM TO CITIZENS BANK WORH THE PAPERWORK THAT WAS SENT TO ME!!! I also printed out a copy of the charge that wasnt supposed to go through with ****** because I paid in a different form and I sent that along as well!!! This stuff was mailed out to citizens over 2 weeks ago so explain to me where the mail went? Everything was put in a manilla folder and mailed out from ******* **! Someone needs to contact me asap in regards to this ******** asap!

      Business Response

      Date: 02/08/2023

      Please be advised the matter was resolved with our customer via telephone.

      Sincerely,
      Office of the Chairman
      Citizens    

      Customer Answer

      Date: 02/09/2023

      [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:01/04/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Despite clearly saying in their rules and regulations, Citizens is not allowing me to close my account online. They are insisting (as not indicated in these rules) that I GO to a local branch to do this. This is not possible at this point. I am a senior (78) and ready to undergo breast cancer surgery. I can't continue to try and get this awful awful awful bank to do the right thing and close my tiny account. Right now they keep adding overdrafts, monthly fees -- ALL CAUSED BY THEIR refusal to let me close this account. I was told to withdraw my money and that would do the trick. Obviously their phone reps are wrong. I also tried and tried and tried to reset my password. It never worked and the help reps told me they "couldn't help me." What kind of a pathetic bank is this.I have done my best and now I want this miserable fraud of a bank to do theirs. I am going to make sure EVERY REVIEW site sees how bad they are. That EVERY MEDIA outlet sees my experience. Yelp, FB, ******* and on and on. Kindly CLOSE my tiny account and stop adding charges!!!!

      Customer Answer

      Date: 01/15/2023

      I have heard from the business in response to my complaint - they leave messages and wait for days to return the call.  They have refused to help me close my account.  They are not cooperating and are adding more fees daily.  They need to be closed down.

      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 17, 2023 by way of phone. 

      Sincerely,
      Office of the Chairman
      Citizens 

    • Initial Complaint

      Date:01/04/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 first problem with the bank was when I opened the account. I was supposed to receive a $300 credit for opening the account. They said that I needed direct deposit or Zelle transactions. I received both and they claimed that it didn't qualify. It was nothing but excuses. I did exactly as they instructed me. The next issue I have with the bank is that I went to the bank while open to withdraw money. The transaction was rejected. I had to go to a teller. The teller never mentioned the account was froze. I took money out and assumed everything was fine. My debit card was froze and a replacement was sent in the mail without my permission or consent all because they decided it was someone else trying to take out money with my card, my id, while the bank was open. I instructed the bank to take off any sort of fraud preventions methods because all I was doing was using an ATM during banking hours. I have no clue how it could possibility be flagged for fraud. Then less than a week later the exact same situation happened. I went to an ATM at the same bank and my account was froze. Called for 6 hours not one person picked up. 20 different calls. 3 different phone numbers. No one answered. Bank does not staff employees to answer the phone. Bank needs to cease and deceased all operations, they cannot and should not be allowed to operate in the US. They knowingly and willingly lock customers out of there own accounts for no reason. They refuse to let you withdraw your own money.

      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    

    Citizens Financial Group, Inc. is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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