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 Bank

  156 E Main St Clinton, CT 06413-2116

• 

  Citizens Bank

  23 Broadway Ave Mystic, CT 06355-2744

• 

  Citizens Bank

  43 Pennsylvania Ave Niantic, CT 06357-3224

• 

  Citizens Bank

  83 Halls Rd Old Lyme, CT 06371-4409

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:01/04/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called Citizens bank regarding this matter five times.After the phone calls I wrote a letter concerning the matter and sent it via Certified Mail. That letter was received by Citizens on 11/28/2022. To date, over five weeks later, they have not even had the courtesy to respond to my correspondence.Their credit card offer was to reimburse up to $100 when TSA was applied for and charged to the credit card. TSA cost is $85 and TSA/Global cost is $100.00. When I called and inquired about the TSA/Global I was told it was part of the promotion.I have attached a copy of my letter to Citizens requesting that they reimburse me my $100 according to their promotion. Also attached, credit card bill showing the $100 charge, Trusted Traveler Program registration approval letter clearly stating that it is TSA Pre-Check, copy of original Citizens credit card offer and receipt for certified mail and a tracking from the post office that my letter was indeed received. I am requesting the $100 credit be applied as a credit to my credit card as promised in their credit card promotion.

  

  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 25, 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:01/04/2023

  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.

  On August 18th I purchased an Xbox **************** from Target under order number *************. There was a defect on the Target.com website when this Xbox was purchased not allowing purchase the Xbox Series X outright and I was forced to buy through Citizens Pay. All I saw was the $540.11 charge. I called the Target on ************************************************************** and they confirmed this defect of not being able to purchase outright. A month later I received an invoice from Citizens Financial Group, *** charging me for all access pass I did not purchase. Through the Target app I only saw the $540.11. Instead Citizens charged me $907.15. The $540.11 was paid.This dispute has been outstanding for months. I have called Citizens and Target over 10 times each. I went through the necessary steps to remove this $367.04. I even paid $100 on it as I was called for debt collection. I have heard different things from each person I called from Citizens'. This has been the worst customer service experience I have ever endured. On November 14th 2022 I called Citizens and they said the back office was reviewing our dispute. I gathered the necessary charge code ****** by calling Target to remove the all access game pass $367.04 from my Citizens' account. This request was denied as Citizens claimed I needed an email from Target saying what happened to remove the $367.04 charge and credit back the $100 I paid on my Citizens Pay Account **************** remaining balance.On December 19th, 2022 I received an email from Target verifying what happened and confirming the defect. Citizens' has refused to remove the $367.04 charge and credit back the $100 I paid even after documented proof they needed sent to *************************************** 1-4-23 I received a debt collection call from Citizens Financial Group, Inc. about my Citizens Pay Account **************** remaining balance of $267.04. The $367.04 charge needs to be removed and I need to be credited back the $100 I paid!

  

  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

  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. 

  I am denying Citizens resolution to this case. I have provided all necessary documentation, charge codes, etc to resolve this many months ago. 
  
  I only authorized a $540 charge for the x box series x console from e lake st target *********** location and not a $907 charge. Have Citizens refund me $367 immediately. I have also opened up a complaint with ******************* office of ** Attorney General. Please resolve as soon as possible.
  
  Best,
  
  ***************************** 

  

  Business Response

  Date: 04/10/2023

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

• Initial Complaint

  Date:01/04/2023

  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 sitting in a citizens bank for over 2 hours trying to get through to Fraud Prevention who has still not picked up the phone. My card was cut off allegedly for a attempted purchase, which I would like documentation regarding. I received a text stating someone would contact me and no one has in 2 days. I have been calling for 2 days and they dont answer. This customer service is horrendous. I cant even retrieve a new card because no one in the branches have accessibility to lift a hold, not even supervisors. These banks are jokes.

  

  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:01/04/2023

  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 was offered a promo to qualify for a $600 bonus to open a checking and savings account with citizens bank. I opened both accounts on 12/31/22. I was told by the rep that I had only 10 days to make the 15,000$ deposit to the savings account to qualify for the $300 bonus there. Unfortunately, I had to wait til Tuesday Jan 3rd 2023 to initiate the transfer as I could not do it on 12/31 1/1 or 1/2 due to bank holidays. So I m already behind 3 days. On 1/3 I tried to initiate the deposit for 9 500. when attempting to do so, the account was placed on a hold. I called in to find out why. I was told they needed to verify my identity. The rep then sent through the "system" a call to my phone to provide a security code. Not only did I answer the other line but I conferenced in the rep so she hears it for herself. To her surprise, she says the "system" is saying the call could not go out to deliver the code even after she clearly heard it for herself. Then she transfer me to a supervisor as she's helpless. It was a long 52 minute hold time that I'll never get back. Supervisor does her checks and removes the transfer restriction. Then I tell her about the inconvenience the checking account promo provides in terms of timing a 15k deposit. She tells me to go to a branch to make a deposit as I have to wait for the **** to clear first before transferring the remaining ****. Which makes no sense as I have a daily limit of 10 000$ anyways. If that's the case Citizens is setting me up to fail by never mentioning that I'd have to step in the branch, which is an hour drive from me just to make a deposit. If that was the case, I would have never opened the account to begin with as that is quite archaic of a demand in this day and age of technology. This is not fair and an exception should be made for such granular details never mentioned and the inconvenience to get this done.

  

  Business Response

  Date: 02/26/2023

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry.
  A detailed response has been communicated to ******************; on January 25, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

  Customer Answer

  Date: 02/27/2023

  [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:01/03/2023

  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 had an account with **** NA. They closed out their US personal checking accounts and transferred the money to new accounts with *************** I withdrew some funds but did not use the account in any other way. The most recent statement showed the account overdrawn by $12.32 due to monthly service charges. I made an online transfer of $12.32 into the account. I called to cancel the account. I was told that I cold not close the account until the the transfer posted and that I would have to call again to close the account. The telephone answering service was horribly slow. I am not going to waste any more time on the phone to close the account. I have sent a letter to customer service to close the account. This level of customer service is poor and in my opinion unacceptable.

  

  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 customer's inquiry.
  A detailed response has been communicated to ************** on January 11, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:01/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So there is a peace of mind program that I was enrolled into after receiving a number of overdraft fees. Per the program, you are to cover any transactions that occurs within the next business day by 10pm. If it happens on Friday, you have until Monday at 10pm. If Monday or any day is a holiday, you have until 10pm the next business day. A transaction came out on 12/23/2022. Money was placed into the account on 12/27/2022as the 23rd was a Friday and Monday the 26th was observed as Christmas so a holiday. On Tuesday account was covered for 12/23 transaction. On 12/27, and ACH payment was intiated on 12/27. Unfortunately we were not notified of the overdraft until 12/28/2022. So money was placed to cover the fee. Per talking with a representative on 01/02/2023 we were told the fees should have been reversed per the peace of mind policy. But because the bank was closed because of the observation of New Years Day on 01/02/2023 (ironically) management was not available and I would need to call back 01/03/2023. On 01/03/2023, I was argued with by first customer service rep, and I simply asked to speak with the supervisor, who then went on to side with employee versus policy. As a domino effect I received more fees, and a payment that money was placed to cover was reversed so I also have a fee from that company for payment. My wife who also has an account with citizens has never been charged while using the peace of mind program, which is what prompted me to join the programso I dont understand why I am being treated this way.

  Customer Answer

  Date: 01/14/2023

  [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:01/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I were looking for a new bank to open a checking account with. I found Citizens online and noticed that they were offering a promotion of $300 for a new checking account with direct deposit and a $100 promotion for using our debit card a certain number of times during the first 90 (?) days. My husband and I felt that this was a nice bonus and decided to give the bank a try. We signed up for our new checking account on August 19 and made a small deposit. My husband started his new job and set up direct deposit to our new checking account. Deposits were made 8/25, 9/8, 9/22, 10/6, 10/20, etc. Debit card was also utilized during this time and currently. On September 22 I reached out to customer service via chat. I was told that the bonus would be deposited on 12/31/2022. On December 13 I contacted the bank via chat and was told that all of the requirements had been met and that they were unsure if I had signed up for both but I should still receive the $300 on December 31'st. On December 31'st I checked my account and saw that I had not received the bonus as promised, so I reached out again through the chat feature (text). I spoke with *** who said that the credit was delayed due to the bank holiday and the weekend, but I should see my credit in the next few days. I reached out again on 1/3/2023 and was told by **** to call customer service at **************. On the phone, I was told that because I hadn't received my credit yet, that they would have to forward me to another department. I spoke to the gentleman in that department and he said that he needed to forward me to yet another department. That department deals directly with promotions and it could take a few days for them to reach out to me. If they find that I should have received the promotion, they will put us on the list for the next distribution in 3 months. This is not acceptable. I am extremely unhappy with this account and want to close it, but can't until I get the promotion promised.

  Customer Answer

  Date: 01/14/2023

  [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:01/03/2023

  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.

  ON AUGUST 19TH 2022 I PURCHASED A TV/BJS MERCHANDISE LINE OF CREDIT $499.99 PAYMENT TO CITIZENS PAY. I HAVE MADE THREE PAYMENTS ON THIS ACCOUNT, I HAVE BANK STATEMENTS, CITIZENS PAY HAS NOT APPLIED THE PAYMENTS I MADE TO ACCOUNT. CITIZENS PAY IS BILLING ME $482.92. THERE ARE FRAUD CHARGES ON THIS STATEMENT AND INTREST IS GOING UP $43.93. i HAVE CONTACTED *** WHOLESALE WHOM I HAVE BEEN A LOYAL MEMBER FOR MANY YEARS I WAS TOLD BY THEM THER ARE KNOW OTHER CHARGES THEY WERE TO CONTACT CITIZENS THEY ALSO SEND ME A COPY OF THE ***** RECIEPT OF $499.99. AS OF TODAY I SHOULD OWE $340.18 MADE PAYMENTS ON SEPTEMBER 16TH 2022 $50.00' OCTOBER 30,2022 $60.00 Nov. 27th 2022 $48.74 I HAVE BEEN TRYING TO RESOLVED THIS PROBLEM FOR TWO MONTHS NO SUCCESS' ONLY PHONE TRANSFARE. I RECIEVED A LETTER FROM *************************** ***************************************************************************** REQUESTING PAYMENT OF $482.92 AND $97.00 IS DUE IMMEDIATELY. ONLY WANT TO PAY WHAT I OWE.BBB I HOPE YOU CAN HELP ME SOLVE THIS PROBLEM. THANKS

  

  Business Response

  Date: 12/29/2022

  I am not sure how this complaint was assigned to my business, as it would appear she is upset with Citizens Pay.  This individual is not a customer of mine, nor do I offer the services she is upset about.  I am not sure where to go from here?

  

  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 19, 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:01/01/2023

  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 received a notice that I have a collection from CITIZNSBNKNA on my credit report. It says it was opened on 03/01/2022 for $500 with account number starting in ********* that I am not aware of nor am I responsible for. I never went into business with this company or signed any agreements with them so they should not be reporting anything on my credit. This is a violation of my rights as a consumer according to the **** and FDCPA.I would like for this collection to be removed asap or I will file a CFPB and FTC report.

  

  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 only here for our customers convenience. 
  
  Sincerely,
  Office of the Chairman
  Citizens

• Initial Complaint

  Date:12/31/2022

  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 signed up for a citizens bank account after seeing an ad online promotion offering a $300 bonus for making a $500 deposit within 60 days of opening the account. And a $100 for using my debit card. From 11/22 to 12/31 I was told I would receive the bonus by 12/31. Hearing this multiple times I scheduled all my bills around this bonus being paid out on the day citizens bank promised. Instead on 12/31 I was told that the bonus was supposed to be deposited on 12/30 and rbay the marketing department failed to do so. Now I have to wait until a department returns from their new years break before my bonus will even be looked at. This is unacceptable because as the text messages Ive attached so multiple times that the bonus would be deposited on 12/31. Now Im out of work until I get my work check because I cant get gas because citizens never deposited the bonus on the day the promised to deposit it multiple times. Im requesting my bonus plus restitution for the extreme inconvenience cause by citizens bank not following through on what they had promised

  

  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 customer's inquiry.
  A detailed response has been communicated to ******************** on January 9, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens