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
- 1,663 total complaints in the last 3 years.
- 465 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:12/30/2022
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.
Citizens is charging late fees on paid off loans that before it was paid off was auto deducted from accounts - so there should never be a late fee. If you go into one of their branches they tell you they cannot help you and if you call their phone then you spend hours on hold and no one ever answers.I personally received a late charge of $29.10 on 12/16 but if this is happening to me then it is likely happening to others as well.
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 18, 2023 via mail.
We have provided a copy of our response letter here for our customers convenience.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:12/30/2022
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.
On Thurs., Dec. 29, 2022 at roughly 10:15 am, I entered the ******* St. entrance of Citizens Bank in W. *******, **, to access the *** in the vestibule. After I turned into the ******* St. entrance it was apparent that the portion of the building where the vestibule was located was under construction and entering the bank that way was impossible. The driveway was a 1-way driveway and there was no place to park for me to walk up to the two drive-up *** machines, and there was no official signage that indicated that this portion of the building was under construction and/or closed from the street entrance or in the areas surrounding the drive-up service window or the ***s. It wasnt clear whether the bank was, in fact, open from ANY entrancethe service window had a sign indicating that it was open but next to it was a crudely handwritten sign that read we re close [sic] without any instruction for how to enter the building. The *** that was not in service had only another crudely-handwritten written sign taped to it that read Out of Order. With limited area to turn around without blocking the entrance from the street and the construction egress and not wanting to drive the wrong way down the drivewaywhich was the only way to turn aroundI steered my vehicle toward the single *** that was operating, which was between the drive-up service window and the non-operating ***. As I awkwardly approached the ***, my passenger side door scraped against the yellow bollard, denting the door and the side rail.Had there been clear, official signage at the ******* St. entrance that indicated that the building was under construction and the drive-up service lane was out of service, I would have noticed these obstacles before I drove into the cramped section of the driveway to use the ***. My efforts to maneuver my vehicle in such a tight space to enter the *** lane to avoid a wrong-way exit resulted in noticeable exterior damage to my passenger side door.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 25, 2023 via mail.
We have provided a copy of our response letter here for our customers convenience.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:12/29/2022
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 got this loan through Vivint for my equipment that was already paid for. I was charged the full amount of the loan instead of the amount that the equipment cost through Vivint. I called to get this situation taken care of and the information disappeared from the website. There is no way to view the loan information or previous statements to find out how much I am truly being charged including interest that I am not suppose to be charged on this loan. I have reached out to them on several occasions but cannot seem to get a answer as to why I am being charged the full loan amount and also what my monthly charges consist ofBusiness 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 20, 2023 via mail.
We have provided a copy of our response letter here for our customers convenience.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:12/27/2022
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.
Citizens is my bank. I have to use their bank app to use my debit card. When it doesnt work, I cant use MY money. This is the 4th time this year that I cant access my money. Today I had to walk 30 minutes to work in 20 degree temperatures. There is no recourse for the customer. They should be penalized when I cant access my money. An apology doesnt correct the issue.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. ************** on December 29, 2022 way of phone.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:12/27/2022
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.
My previous bank was greendot. I liked ******** because they offer two days early and that helped me a lot because I pay my bills early. I switched to citizens because on their website they offered the same, two days early like greendot. I left greendot because I wanted a bank that was more secure, has easy access to customer service, branches and offered two days early. So I picked citizens. If I would have kept greendot I would have gotten paid on the 23ard. So basically citizen has my deposit and wont post it until the actual date which defeats the purpose of two days early. So now the bills I normally pay are passed due. There was a holiday sale and had this expensive $600 coat I always wanted that was on sale for $79 and I missed it due to citizens false advertisement. Every time I contact citizen regarding my direct deposit they give me different information. One person told me they saw no direct deposit. Another told me they have the direct deposit and wont post it because its too early which defeats the purpose of early pay. Another person told me they got a notification from the issuer and it wasnt a direct deposit. It was a notification notifying them one is coming. Then another agent told me what everyone told me previously was wrong. Direct deposit dont show up as pending or they cant see any incoming direct deposit. She said direct deposit post automatically. I was then told that early pay isnt guaranteed. After I get my direct deposit I plan on switching to **** of America. Since **** of America dont offer two days early I would rather wait until the original date of that deposit that be with a bank like citizens who cant even guarantee their two days early. If you guys have my direct deposit which im sure you do, then release it and stop playing gamesBusiness 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 December 31, 2022 by way of phone.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:12/26/2022
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 bank erroneously blocked my debit/credit card without my knowledge or authorization because they claim, in an email, that I was being charged 2x for the same item, which was not true. On Dec. 21, 2022, I got them to unblock the debit/credit card and was told all was well. Today, Dec. 26, 2022, I went to place an order with a business and my card was declined. A call to Citizens ***************** had then telling me that the card was marked as lost/stolen! Again, this was done without my knowledge, consent or authorization. I was told they have no idea who reported it lost/stolen, yet no one from an agent to a Supervisor were of any help. All they could say was how sorry they were. That doesn't help me when I need my credit/debit card. One agent said a new card was in transfer and then the Supervisor said she would expedite the card. I have no satisfactory answers or solutions. Who is going to take responsibility for these horrible mistakes? How is this going to affect my excellent credit score? Who's going to contact the credit score companies and straighten out this mess? Luckily, it wasn't an emergency that was happening in which I needed to use my card!Customer Answer
Date: 01/06/2023
I have not heard from the business in response to my complaint.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
CitizensCustomer Answer
Date: 02/02/2023
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.
We reject Citizen Bank's response as we have never received any form of communication (email, phone calls, **** mail, etc.) from them in order
to hear what transpired nor solve this matter to our satisfaction.
FAQ
Regards,********
Business Response
Date: 02/16/2023
We are in receipt of the rebuttal 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 February 1, 2023 via mail when responding to her BBB complaint and a similar complaint filed with the Office of the Comptroller of the Currency. We have provided a copy of our response letters here for our customers convenience.Should ********************** have any additional concerns she can reach out directly to OOC advocate ************************* at ************.
Sincerely,
Office of the Chairman
CitizensCustomer Answer
Date: 02/16/2023
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 ******************************** has not in the past or to the present, addressed my complaint thru a phone call, email, mail, etc. Their response to my Rejection their response has them using the same verbiage the first time around. They are refusing to give an adequate response nor have them reached out to me at any time. I have called the person whose name appears in their letter, and have left several voice mails to which none have ever been returned.
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:12/26/2022
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.
My credit report has shown that an old Citizens credit account has been closed with no debt for the past 4 years. I never received any communication about an outstanding debt. On December 16th, 2022, my credit report was updated to suddenly include a $20 debt attached to this closed account. This resulted in an 81 point loss on my credit score. I contacted citizens to pay the debt, but received no explanation for why this debt suddenly appeared on my credit report after 4 years of my credit reports showing no outstanding debt or missed payments. Ive filed disputes with the credit bureaus and they agreed it was strange that Citizens recently changed the status on the account after such a long time. They also advised me that Citizens should have no problem clearing this derogatory **** from my credit reports, but Citizens has been unwilling to help or explain the situation.Customer Answer
Date: 01/09/2023
Better Business Bureau:
I am currently in contact with the business and they are working on it, but so far they have not been able to resolve the issueRegards,
*******************Initial Complaint
Date:12/26/2022
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 company opened a line of credit for me without my permission in Dec 2020, they gave me no notice or alert stating that a second line of credit was opened. They also gave me no options to pay, didn't show it in my account, and then just let it go to collections without any calls/emails/alerts whatsoever. I fully paid off the line of credit and closed out the account, and a year later they now report it to my credit and tank my score. Even though I was told by the collection agency that paying off the balance in full wouldn't affect my credit, but a year later Citizen impacts my credit for something that was already resolved.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
CitizensInitial Complaint
Date:12/25/2022
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.
Citizens allow led two fraudulent checks to clear my account. I've reported it, but they have failed to refund the money.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: 02/19/2023
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.
Citizens has not fully reimbursed me for out of pocket expenses caused by their negligence.
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,*******
Business Response
Date: 03/14/2023
Please note that we have fully addressed this matter directly with Attorney ******** on March 7, 2023 by way of mail. In the interest of protecting our customer's privacy,we are unable to provide you with any additional details in this matter.
Thank you,
Office of the ChairmanCitizens
Customer Answer
Date: 03/15/2023
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 yet to receive any letter on a resolution to a numer of issues including out of pocket expenses.
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,*******
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
CitizensInitial Complaint
Date:12/25/2022
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.
This bank is horrible. I opened an account with them and met the requirements for a $400 bonus a long time ago. Said bonus was supposed to be posted by 12/14/2022 per their own website and terms and conditions. It is the 25th and I have not received it.Are they going to give me the bonus plus interest for the days that have passed? Of course not. I need my bonus posted ASAP.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 4, 2023 by way of phone.
Sincerely,
Office of the Chairman
CitizensCustomer 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,
***********************
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