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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Citizens Financial Group, Inc.

  1 Citizens Plz Providence, RI 02903-1344

  
• 

  Citizens Bank

  222 Boston Post Rd Orange, CT 06477-3207

• 

  Citizens Bank

  875 Elm St Manchester, NH 03101-2120

• 

  Citizens Financial Group, Inc.

  1 Capital Plz Ste 4 Concord, NH 03301-4900

• 

  Citizens Financial Group, Inc.

  11 Church St Goffstown, NH 03045-8037

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:12/23/2022

  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 opened an account with citizens bank about a month ago, November 27th. I was able to sign on online both in a browser and their mobile app. Within 24 hours, after my opening deposits went through ($4,000 to checking, $1,000 to savings) when i attempted to sign on the account was locked and i was advised to call. After calling I was transferred to who i assume was a manager who advised me my account was locked for review and the deposit amounts would be refunded to me. After two days there was no refund so i called again and was transferred to another manager who advised the refund would go through and i would receive a letter with more details. I finally received the letter that advised the account would be closed and they didn't want me to have an account without any specific info as to why and that the money would be sent to me by check on the 15th of December. I still haven't received a refund or check for my $5,000. I also went to a branch and spoke to a manager who basically told me they cant see or do anything but opened a case for me to be contacted by phone again but i should go to my other bank i transferred from and make them deal with it. I still have not gotten a call back for a week now and upon going to my other bank they tried pulling everything up but advised the transactions gone to far for them to pull it back. I have the deposit emails and a screen shot of the account numbers before they were deleted.

  

  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 *********  December 28, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:12/23/2022

  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.

  There was a charge for over $4000.00 that I did not commit on December 20th, 2022. They are telling me that I have to wait 8 to 12 business days to even get a provisional credit.i should not have to wait that long to get money back from a charge that I did not even spend

  

  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 11, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:12/22/2022

  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.

  Citizens Bank failed to apply rewards to my account. I charged $500.00 within the 90 day period. I was promised $200.00 after two additional billing cycles. The account was opened in July/2022 It is now December 2022 and I am still waiting for my statement credit.

  

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

• Initial Complaint

  Date:12/22/2022

  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 closed my bank account that I had with ********* and they gave me a check for the funds that were in my account which was $52,500. I then took my check and deposited it into my bank account with Citizens Bank on 12/14/22 in person inside the bank. I was told by the branch manager at their **********, ** location that an extended hold would be placed on the check and it will clear on 12/22/22 and $200 would be available the following day. Now on 12/15 I try to log into my online banking to see if I have the $200 available and my access was locked. I called the customer service number and was told that there was a lock in my account and it would not clear until 12/22/22 when my deposit was set to clear. They also stated I would receive a letter in the mail. Today is now 12/22/22, I called the customer service number and the balance in my account was Approximately 51k. I spoke with ********************************* manager of the collections sept and was told to go into the branch so they can call that **** and have a hold released from my account. I then went into the branch in manchester ** and was told there is a hold on my account and they called the collections **** and fraud ****. they were unable to remove the hold nor let me retrieve my money in my account. They reason they stated was that **** hasnt verified the check and they are not cooperating. I have proof of the conversations via video recording. I then call back the customer service number and my available balance shows negative $900 which was my balance before I deposited the check. Citizens bank cleared my check then removed it from my account. I spoke with ********************************* again and she stated that there is now an extended hold on my bank check until April of 2023. I need this major issue resolved immediately. This is a violation of my consumer law.

  Customer Answer

  Date: 01/02/2023

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

  Nothing has been resolved as yet

  

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

• Initial Complaint

  Date:12/22/2022

  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 want to report a incident that we had with Citizens Bank Mortgage ************************************************************ on a Mortgage loan. We applied for a loan and went all the way through the process up until the closing. It was a condo in *************** , ******* and the closing was to take place on 09/30/22. We had gotten many e-mails saying that the loan was approved during the process. Then Hurricane *** hit landfall and we were told that the closing would not take place until things got back operational again in that area even though Treasure ********** no effects of ***. So we waiting two weeks and had to call Citizens to get a update. We were then told that Citizens was no longer giving loans out to Condo/Hotels. Which we had the Sunset ********************** straighten this out that the Condo was not a Condo/Hotel. Then we asked to have this denial sent to us. Then we had gotten a Denial report that we did not have enough collateral. Which we had sufficient collateral . I was never told anything more other than the loan was denied. We put out our own money in good faith for a Condo Appraisal $500 and a ***************** Questionnaire $400 plus the time we wasted . When I told Citizens this they told me that was part of the process to have gotten the loan. Very upsetting that after months they told us this at the closing. After talking to other financial institutions they advised me that they felt with the Interest rate rising they could not honor the 5.5% interest rate. Since such time we went to a different Mortgage and have gotten the loan with no problems at all. Other than at a Higher Interest rate.

  

  Business Response

  Date: 01/10/2023

  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 9, 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:12/21/2022

  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 Mother, *************************** passed 6/15/22. She had a Savings Account at *************** account #***********. The bank had a multiple beneficiary form on file listing myself, my brother, and my sister. The beneficiary card was not pulled at the time the account was closed and my siblings closed the account without my knowledge. I have made countless attempts to work with the bank, but they have put the case in Legal and no one from Legal will speak with me. I have been trying to resolve this issue since 9/12/22. The account had $28,550.08 in it. The branch that closed the account was in Limerick, **. The branch manager there is *************************************. She will not return my calls. Their number is ************. I have provided a short certificate listing me as an executor, provided the Will, my SSN. The issue has been sent to Citizen's legal department, but no one from Legal has contacted me about a resolution.

  Customer Answer

  Date: 01/02/2023

  I had a phone call from *************************** on 12/22. She said they received the complaint from the BBB and that someone would call me.  I had not heard from someone by 12/28 so I called ************** to follow up. 

  I spoke with a ********* (and was disconnected after 45 minutes in the middle of a conversation).  I called back and spoke with a ************** he confirmed the case was assigned to a ***************************** and that she was out on PTO until 1/3.  ************** sent an email to ***************************** stating that I called.

  I think it would be helpful if Citizens also hears from the BBB again noting that I should be getting a call this week.  Thank you in advance.

  

  Business Response

  Date: 02/08/2023

  Please see attached a copy of our response letter mailed to our customer on February 2, 2023.
  
  Sincerely,
  Office of the Chairman
  Citizens    

• Initial Complaint

  Date:12/21/2022

  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.

  Citizens Bank ************** On March 1st, we received a letter from Citizens Bank indicating that we had an overdrawn account balance of -$18.74 on account (XXXXX-428-4) that was supposed to have been closed several years ago. Prior to this letter, we had not received any paper or electronic statements on this account. There was no notification that the account was still open and being drawn down by monthly maintenance fees. We were under the assumption that this account was closed, as requested, over two years ago at the ********* branch. As a *************** employee, I opened this account for my daughter's college loan payments, because ************ has a special relationship with ****. When I closed the account around July 2019, it had a balance of ~ $300 that I was expecting to be returned in a check. When we called Citizens Bank customer service, we spoke to a ******* who could only offered us a 3-month refund of fees. When we asked to speak to her supervisor, ******, not only reneged on *******'s original refund offer, but showed no concern or assumption of responsibility for the error on the part of Citizens Bank. ****** would not disclose his last name and told us that there was no one else we could escalate this situation too. He maintained that he was the highest level of authority and that we should be grateful that he waved the overdrawn balance. I did let him know that we would not settle for his less than empathetic response, and that we would be pursuing this claim at a higher level, including social media reviews if necessary. Unfortunately, our experience with Citizens Bank was horrendous. We would like our balance refunded to us by check. Again, if there had been any communication with Citizens Bank, we would have caught your oversight a long time ago. Sincerely, *********************************** ************

  Customer Answer

  Date: 01/01/2023

  I have not heard from the business in response to my complaint. I am not surprised that Citizens has not reached out to me because they have very little concern about their business practices. 

  

  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: 02/15/2023

  [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:12/21/2022

  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.

  On November 29th Citizens bank took $3074.70 out of my account. They said that I ****** signed on my ex wifes student loans. She is court ordered to pay on them I did not realize I was a co signer on the loan. Apparently she has not paid on them since 2019. I filed for divorce December 2019 and I have not been in the house hold since. They said that they were mailing notices to a PO Box (I dont have an P.O. Box) and making calls. They said that back in 2020 I picked up and identified myself. I dont remember this call and there are so many scams going around. I received no notices from the bank or calls. The only reason I signed up for a citizens account is because they sent me a mailer asking me to apply. I applied online. I had no idea something like this could happen. I had no warning of this I would have taken care of the issue if I had any knowledge. This was my rent money my food money and I had to pay my lawer with This money. Please help. Its not right what they did. They took everything I had.

  Customer Answer

  Date: 12/31/2022

  I have heard from the company but the company is not telling the truth and is trying to cover up their mistake. Please do not close this case. They never sent me letters or followed policy. They took ******* out of my account. ************. I provided them my updated address when I opened my account and they mailed something to an old PO Box supposedly. Please help me. 

  

  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 December 27, 2022 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: 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 ****************************** is not telling the Truth, they said they reached out on numerous occasions, they said they sent numerous letters. This is not true. They even mailed me a letter to get an account at their bank. They violated their own policy, they violated rules and they are not being truthful now. ************** is UNETHICAL. I would like my money back and an apology. 

  [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,

  *******

   

   

  

  Business Response

  Date: 03/01/2023

  We have provided a copy of our response letter here for our customers convenience. 
  
  Sincerely,
  Office of the Chairman
  Citizens
  

  Customer Answer

  Date: 03/02/2023

  Those are not my signatures, and I don't write the date that way. Clearly the same person wrote both. Also, I was unaware of anything they are talking about in the response they submitted, and they asked me to apply for an account why would they mail me something if I owed the company any money and why would I sign up for an account knowing that? Please return my money and apologize. 

   

  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:12/20/2022

  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 noticed that my checking account was getting over draft charges. I did not authorized them to do this. They refuse to refund my account the overdraft fees. At this point this is criminal and I need them to know this and refund the money. I am going to close my checking by Saturday.

  

  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 4, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:12/20/2022

  Type:Customer Service 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.

  Deposited a certified check, also brought along the remittance statement/check stub from issuing bank along with acompaning customer contract. After deposting the check I was told there would be a 5 day teller hold on the check. When I started this business account I was told that check would be clear the next day if they were deposited before 10pm on a business day. I understand my deposit being on a sataurday and a hold taking place that following Monday but making we wait any longer than Tuesday morning to release my funds is against the law. Youre only allowed to place a 1 day hold on certified checks I have deposited over $80k this year alone. Its business account now I have a customer waiting for funds to clear so that I can go and replace not working furnaces in hee apartment building. Several families without heat just before Christmas. I am not very happy at all

  Customer Answer

  Date: 12/31/2022

  I have not heard from the business in response to my complaint. They did send an email with a phone number to call. I did call the number and leave a voicemail with my phone number several times and the phone call had yet to be returned. The hold has been lifted since I filed my complaint but its the fact that I got put behind on my work because if this delay

  

  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
  Citizens