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:12/12/2022

  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.

  Citizens Bank held my transactions and posted them all on the same day and when I still had money in my account charged me 5 overdrafts because I had one transaction go through the following day overdrafting my account which I knew was going to happen and fully intended to pay the overdraft fee for because I couldn't avoid it but I should have received one overdraft not 5. I called in and had 2 removed and called back because I want the other 2 refunded and not only did they not refund them the customer service person that I spoke to gave me their "personal" opinion on how to manage my money and tried to tell me that businesses can hold the charge and not send it to the bank the same day. I have worked in retail my whole life every company batches their transactions at the end of the night and I checked every one of my transactions and they were all made prior to the 28th. This bank and others have been sued for deceptive practices like this before I don't know how they are still allowed to do it. The rep also said I had 7 transactions and they only "chose" to charge me for five - the other two were under $5 so they couldn't charge me anyway they just said that to try to make me feel worse. Terrible customer service.

  Customer Answer

  Date: 12/26/2022

  [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.

  I have been out of commission receiving cancer treatment. After not logging on for some time, as this is not my main account, I see my checking account is saturated with fees upon fees upon fees. I had asked for this account to be closed after the first saturation but of course theres no record of that. The only thing going into this account is my young sons death benefit he receives because his Dad died but I am unable to use it because the fees have brought the account negative. I already requested these deposits to be moved to an interest bearing savings but it wont be in effect until next month. Please, please reverse the fines so I may close this account. Its too much stress.

  

  Business Response

  Date: 01/03/2023

  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 3, 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:12/11/2022

  Type:Order 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 9/27/21 I 1st reached out for assistance options & eventually COVID relief (never granted) with an upcoming secondary mortgage balloon payment that, due to COVID related hardships, I wouldn't be able to pay by the deadline. What followed was a *********************** pattern of neglect & incompetence exhibited by Citizens bank including two relationship managers that resulted in a 5+ month duration to resolve a simple loan modification, all while Citizens was reporting missed payments. The neglect and incompetence included but was not limited to; 1). Claims of missing documentation. This was verifiably untrue via upload history on their upload portal. It was also contradicted by 2 different Citizens empolyees on 2 different status check phone calls. Documents ended up having to be uploaded at least twice via the portal and at least once via email (also verifiable). 2). Excessive time in reviewing my information. Ex. I ended up having to upload new paystubs because it took them so long to review the 1st upload. I have logged over 17 phone calls lasting more than 4 hours and 49 minutes, mostly outgoing to follow up on their progress. I have a detailed timeline to further demonstrate this upon request. 3). After multiple follow *** on my part and assurances that everything was fine, my request for assistance was closed without warning. This required restarting from scratch in that all **************************** had to be filled out again and re-uploaded. And again, claims of missing documentation were made. Also again, verifiably false. 4). Required to have post-approval documentation notarized twice, 36 days aprt due to 'notary error'. As it turns out, this was untrue as the finalized documents I received back were from the first notarization. For context, I initated a loan modification request with *********** the primary mortgage holder, over a month after speaking with Citizens the first time and they were able to accomplish this in less than 60 days.

  

  Business Response

  Date: 02/06/2023

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry.
  A detailed response has been communicated to ****************** on February  3, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:12/10/2022

  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.

  This company's employees are giving misleading information about accounts. I called over 8 times speaking with reps and managers given all different answers to the same question. Asked to file complaint with highest manager hung up on. Wrong phone numbers given to push me off phone and still no resolve after I was told and it is notated in the system regarding my payments

  

  Business Response

  Date: 01/28/2023

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customers inquiry.
  Please note that we have fully addressed this matter directly with **************** on January 13, 2023 via mail. 
  We have provided a copy of our response letter here for our customers convenience. 
  
  Sincerely,
  Office of the Chairman
  Citizens

• Initial Complaint

  Date:12/10/2022

  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.

  Citizens Bank has stolen my gap insurance refund from me and they have also stolen money out of ********************************* bank account! We have figured everything out and I have proof

  

  Business Response

  Date: 12/20/2022

  Hello,
  Please see be advised this matter was resolved with our customer via telephone.
  
  Sincerely,
  Office of the Chairman
  Citizens

• Initial Complaint

  Date:12/09/2022

  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.

  Citizens one is used for my VIVINT account I had this on auto pay for some reason there was an issue with the card They did not contact me to rectify I got an alert from my bank I had a late payment never had a late payment or a credit score below 700 I call them on 12/2 to fix the prob they have the wrong email/address and they also tell me they will update erything and don't know why the card stop working. I speak to a 2nd person same day she says the email was not updated does it for me and gives me an email to email about removing the late payment from my credit. I email them and it bounces back and I call back 12/9. the person tells me there are no notes on my account of updating address or email or the situation. He says he's never heard of the email they gave and that's not there process. he is zero help says he created a case #pos33228. I doubt he actually did and tells me this is my fault since I didn't update the card. Says they did email me even though its the wrong email i have asked to update so many times I ask for proof they sent an email and he says there is no way of sending me anything. This is over $20 that's on auto pay with VIVINT who I have had an account with for years with no issues I have called a few times there automated system and unbale to get any info bc they couldn't verify me not only is this the worse customer service its a scam each person has said something else and will not update my info correctly today the same man says he updated my email/address. got on the website after the call and he updated the email to an incorrect email and did not update the address! He told me he has no idea who the 1st two ppl I spoke with were what kind of company is this would not help resolve the problem and send me to collections for $20 without trying to contact me when its a banking error on there end

  Customer Answer

  Date: 12/21/2022

  I have recieved a call from them asking for more information. They told me they would follow up in 3 days. Its been over a week and I have not heard anything more. 

  

  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

  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. 

  [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,

  ******

   

   

  
  

  First the letter attached I never recieved. I did get one letter I have attached so you can see. Which is completely different and part of the problem with this company and the miss communication. I have never opted out of texts messages nor have I received any communication when my card which is on auto draft stopped working  I did not get a text, call or an email  notifying me there was an issue  the only reason I discovered there was an issue charging my card was bc it was sent to collections  after speaking to 3 different agents none could tell me why  I also asked them to update my info to the correct contact 3 times and it was never done correctly  I was able to do it myself online when I finally was able to log on  because they miss spelled my email I was never able to log on or find myself when I called to resolve this matter. The first agent said they emailed me but  they could not send me a copy of the email nor confirm the correct email address  the second agent did not know why the funds were not pulled suddenly and the third was even less help and still miss spelled my email. The issue is they were not able to pull the auto draft of $20 out of nowhere and made no attempt to contact me to fix this before sending it to collections. The email attached says they sent me communication in oct and nov which is vague- where did they send it and how did they try to contact me to remedy the situation. What number? What email? why is the proof not attached? Regardless of opted out text which is not factual that cannot be there only attempt to contact me. To clarify, the letter I received says there was not a banking issues which is vague- the letter you have attached says they tried to text me to solve the problem but I allegedly opted out? So they made no other attempt- This is unsatisfactory and provides no real detail on why they dropped the ball on the situation. Theyre at fault, they made no attempt to rectify this issue. 

  

  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 customers inquiry.
  Please note that we have fully addressed this matter directly with ************************ on February 21, 2023 via mail. 
  We have provided a copy of our response letters  here for our customers convenience. 
  
  Sincerely,
  Office of the Chairman
  Citizens

• Initial Complaint

  Date:12/09/2022

  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.

  On 6/17/2022 we had a closing on my dads house (he passed on 2/12/22). The night before closing the buyers lawyer notified us that there was on outstanding item on the title search. At closing next day it was determined that the buyers lawyer would hold that money in escrow until our bank Citizens produced the appropriate documents. To date and after numerous calls and stops at the bank they still have not been able to produce appropriate paperwork. Its been over 5 months and I am just looking to get this resolved

  

  Business Response

  Date: 12/22/2022

  Hello,
  
  Please be advised the matter 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:12/09/2022

  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.

  Got a promo that open a checking account and deposits totaling $500 or more to get $300 bonus. I did all the required steps and still didn't get the $300 bonus.

  

  Business Response

  Date: 01/27/2023

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry.
  A detailed response has been communicated to Mr. ********** December 13, 2022 by way of phone. 
  
  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. 

   

  I still have not received the account opening bonus as they promised.
  

   

   

  [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,

  Xiaole

   

   

  

  Business Response

  Date: 02/01/2023

  We are in receipt of the rebuttal 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 13, 2022 by way of phone. Based on the date of the account opening, the bonus will be paid by February 28, 2023.   
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:12/08/2022

  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.

  ********** claims on banking account under my name

  Customer Answer

  Date: 12/19/2022

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

  

  Business Response

  Date: 01/03/2023

  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 3, 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:12/08/2022

  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.

  citizenbank refuses to close out my credit card and more fraudulent charges have been applied to my account and the previous fixes were not right. citizensbank keeps issuing me new credit card numbers and i just want the account closed. i have begun closing out all my other accounts with citizenbank. once my next paychecks get deposited into my new acounts at a different bank i will close those other accounts as well. the fraud just keeps getting worse and whenever i call i just get we are working on it and still allowing more fraud charges to be approved on my credit card account. this situation will hurt my credit. i have contacted the state attorney general for more assistance.

  

  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 December 23, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens