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

  834 Washington St Middletown, CT 06457-2912

• 

  Citizens Bank

  15 S Main St West Hartford, CT 06107-2407

• 

  Citizens Financial Group, Inc.

  194 Amity Rd Woodbridge, CT 06525-2239

• 

  Citizens Financial Group, Inc.

  209 Church St New Haven, CT 06510-1801

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:12/19/2022

  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.

  In July, my wife and I realized that we were victims of check washing. $9500 was stolen from us. We were first told this would be resolved in 6 weeks. It is now 6 months. In our opinion, Citizens is not aggressive in this matter. The check was cashed with another bank. Every time I call to check on my case, I am being told that Citizens is waiting to hear back from the other bank. We do not get any other information and this is unacceptable. We need our money and we need the fraud department of Citizens to be more proactive in making this happen. We have been very patient but we are getting to the point where we think no one is even working on our case. Also, we have tried to keep very little money in the account. The bank told us to wait until this was resolved to totally close out the account. However, we are always charged fees. We hope these fees can be reversed. My overdraft account was also depleted.

  

  Business Response

  Date: 03/13/2023

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

• Initial Complaint

  Date:12/19/2022

  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.

  On December 7th, I received a call from ******************************* asking if I would like to switch my home equity line of credit to a fixed rate mortgage. I know that the interest rates have been increasing and explained to him that I was interested in this opportunity, so I provided the initial information he requested. When I followed the link to the documents I had to upload, I was a little overwhelmed with all of the evidence I needed to provide. I was only approved for my home equity line of credit last April and it required far less documentation, and I was requesting more money for that credit. Upon reading the 26 page document which explained the terms, I noticed that this was going to cost $3,000 + $575 for a full house appraisal. Now, this really is not any of your business, but our financial situation is going to change over the next 3 months which will allow us to pay down our home equity line of credit quickly. So, between the overall costs and all of the documents that are required, I decided not to go ahead with this. I text ******************* on December 14th stating that I will not be going ahead and I thanked him for his help. I was astounded by his response: 'I have a lot of people to answer to now because I locked the loan for somebody that said they were going to move forward and now you want to cancel so I need to know what the main reason is.' He has since then sent me 3 more texts as well as emails asking me to 'respond accordingly'. I do not have to do anything. I do not have to give him a reason. I no longer want to proceed with this mortgage. I did not ask him to 'lock the loan'. I needed to read the terms before I agreed to anything. After I read that initial text from ******************* I knew I did not want to give him or Citizens Bank any more business. I know he is not interested in my wellbeing, he is interested in making money. This kind of questioning and harassment amounts to bullying. Is this really the way you treat your customers?

  

  Business Response

  Date: 03/14/2023

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

• Initial Complaint

  Date:12/17/2022

  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.

  I purchased merchandise in December 2021 at Best Buy and an account was opened with Citizens Bank/Citizens One to pay for the merchandise. I returned the merchandise and Best Buy credited the Citizens One account. It had a ZERO balance in January 2022. I have called Citizens Bank NA and customer support confirmed thy show the last payment was in January and the balance is Zero. In November 2022 a CHARGE OFF appears on my credit report with Experian showing that a Citizens Bank account was "paid by Creditor" in August 2022 and it was a Code 9 Government Charge Off. This item on my credit report has cause my score to drop drastically - yet the Citizens One account still appears as Paid In Full/In Good Standing. I contacted Citizens One and they stated they would not have reported this as a charge off because it has a zero balance since January - yet someone at the company has reported it.

  Customer Answer

  Date: 12/28/2022

  The options you present are not inclusive.  I have heard from the business but the complaint is not resolved and has only gotten worse.  The incorrect derogatory information is now appearing in multiple credit bureau reports.  Equifax just updated their records on 12/21.

  

  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 17, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:12/16/2022

  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.

  My bank was hacked into and used for over $100 dollars in purchases. I had contacted the bank via phone started a claim and was advised they are closing my card and sending me new. I then went to the bank on 12/8/2022 to withdraw money so that i could have something while my card was being mailed. i had to sit with the banker for them to unlock my account and we went over the claim information as well. At that point i was advised that I would hear from the claims department in 1 to 2 days. i then contacted via phone that bank again on monday 12/12 because i did not receive a call back. they scheduled another call back which was never received again. I called today 12/16 and was advised that they are taking back the credit they gave me due to the hack was in no fault theirs and i would not receive any overdraft/sustained overdraft fees back as well as they are taking the money back out of my account, this was a supervisor that i spoke with today and he stated all he can do is request yet another call back. I also received fees from my bills that i had scheduled for payment before the hack was done.

  Customer Answer

  Date: 12/27/2022

  I have heard back but no action has been taken. They are denying that anything is their fault but instead mine only.no satisfied at this time

  

  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:12/15/2022

  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.

  On December 8th 2022, my car was broken into while parked in an indoor garage for work. All of my 4 credit cards and debit card were stolen and purchases were made. I was notified by email by Citizens bank of a fraud alert. I clicked the button to mark the transaction as suspicious activity. I recieved a pop-up window that it was marked as suspicious and was told to call the fraud alert phone line. I was then placed on hold and was told by the automation that it would be over 10 minutes on hold. As I was in a panic to cancel all of my other cards, I hung up and continued to notify all other banks and credit card companies. I have repeatedly tried to call the Citizens Bank Credit fraud line multiple times. Every single time they automation says the wait is over 10 minutes regardless of what time I call during the day.I have had no response from any department since. It has been impossible to contact the credit card fraud department. I have called multiple times and every single time I call it directs me to the lost/stolen debit card line. I explain my case, and they have to transfer me to the lost/stolen credit card line.. they then tell me i need to contact the fraud ***** It has now been a week, also now 10 days before Christmas, I have had no notification of additional fraud. Also no access to my account online. I called today and was on hold for over 40 minutes waiting to talk to someone from the fraud department. Every single person I spoke to was blunt and unapologetic regardless of how nice I was to them. At this point this is cruel and unreasonable customer service. Contracting the Better Business Bureu has been my only option at this point, due to being completely cutoff from resolving any of my issues. I truly never imagined Citizens Bank would have such poor response to blatant fraud, while every other company has been warm, sincere, and easily communicates fraud issues by phone almost immediately.

  

  Business Response

  Date: 12/23/2022

  Hello,
  
  Please be advised the issue was resolved with our customer via telephone.
  
  Please let us know if we can be of any further assistance.
  
  Thank you,
  Office of the Chairman
  Citizens

• Initial Complaint

  Date:12/15/2022

  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 have a checking account and the online bill pay seems to be having issues. The error states "We are unable to display your payment transactions at this time. Please try again later." This error prevented payments from being sent. A payment of $430 sent to one of the credit cards twice (once on 12/7 and the other on 12/12) never got sent and it was not even showing up in the transactions. After calling customer service and rescheduling the payment again, it was sent today. However, the credit company is charging me finance charges at 25% interest on the balance due to the missed payment. I have already almost $36 in interest charges and still incurring these charges as my filing this complaint.

  

  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 6, 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: 01/30/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Business is failing  to reimburse  for the fees caused by their online application being defective. 
  
  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,

  Aleem

   

   

• Initial Complaint

  Date:12/15/2022

  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.

  I have been repeatedly trying to close my overdraft line of credit and checking accounts with citizens. THey have put up many roadblocks and hurdles making it impossible to do so all the while charging me fees on this account.

  

  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 6, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:12/14/2022

  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 had applied for the Citizens Pay with Target for the XBox series X. I was told they needed to verify my identity and would send me a texzt. Never got the text and when I called in I was told my phone number is not verified. I then got a email saying it was denied due to a fraud alert on my Equifax report. I called Equifax and there is no such alert on file. I then tried with Best Buy and got an email that I would receive a text, and it never came. Not sure what is wrong with your system, but I verified all my information with Equifax to be correct, including phone number. And of course, it says if you get denied, your score wont be affected, but there are now 2 hard inquiries on my credit report for this.Target Application ID: ****************** Best Buy Application ID: ****************** I demand the inquiries be removed from my report as your system could not verify my phone number. I will never do business with Citizens ever again because of this.

  

  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: 01/30/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 

  It was Citizens own system that could not verify me, it had nothing to do with me.  The inquiries should be removed as your system is at not and not me.  I will never do any business with your bank due to is fraudulent practices.

  
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 02/07/2023

  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 7, 2023 via mail. 
  We have provided a copy of our response letters here for our customers convenience. 
  
  Sincerely,
  Office of the Chairman
  Citizens

  Customer Answer

  Date: 02/08/2023

  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. 

  All you did is say the exact same thing as last time. Im done and will never use your services. Close the case, but know how you practice your business is questionable. 
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:12/14/2022

  Type:Customer Service 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.

  Hello - we built a new house and have a mortgage with Citizens Bank N.A. Since we are only at ****% loan to value, we are required to escrow our taxes and insurance payments. We voiced concern when we found out what the bank was calculating for property taxes, as it is ~$2,000 per year more than what is owed to the ****************. We know this because our neighbors have the exact same home, and since property taxes are public record, we provided this information to the bank. They refused to listen and despite multiple calls, said there is nothing they can do - we have to overpay until they can see a property tax bill that proves that we only owe the lower amount. We received our bill of $4,117.39 recently. Currently, we are paying $562.19 per month in escrow-insurance was $792 last year, which means the bank is requiring us to pay $5,954.28 for our taxes ($562.19*12=$6,746.28-$792=$5954.28) or an extra $153.07 per month. I was told that the adjustment would be able to be made after receiving the property tax bill.We received our property tax bill, which indeed is $4,117.39 and I called the bank today to find out 1) when they will be adjusting our monthly payment to reflect the correct amount for property taxes and 2) when we will receive our refund for overpayment (our current escrow balance is $6,478.44 - $850 for insurance and $4117.39 means that we've overpaid by $1,569.05. They indicated they will not be making any adjustments to our mortgage payment and will not be refunding us any overpayment until after we've hit the one-year **** with our mortgage. This is unacceptable, and I have not been able to get in touch with anyone who can actually help me. The bank keeps handing me off to different departments and no one is able to help.

  

  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 11, 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: 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:12/12/2022

  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 pay aka citizens financial group reported incorrect information to the credit bureau. The loan was paid off completely and they refuse to remove a delinquent payment entry with the credit bureau. Recently they sent me notixe that overcharged on interest this means that the amount reported was invalid I demand that they immediately remove the delinquent entry from credit report. I am filing qa civil suit against them if they fail to remove it within 30 days from this date of filing. I need the delinquent entry removed asap!

  Customer Answer

  Date: 12/23/2022

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

  

  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 customers inquiry.
  Please note that we have fully addressed this matter directly with ***********  on January 26, 2023 via mail. 
  We have provided a copy of our response letter only here for our customers convenience. 
  
  Sincerely,
  Office of the Chairman
  Citizens