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

  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:12/07/2022

  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.

  We were lied to twice by Citizens bank. Once by the ****** ** branch about our welcome bonus that we never received in May 2022 and again in December 2022 by the Liverpool ** branch about closing our account which resulted in overdraft fees. Neither the branches or corporate will work with us. This is an awful bank and do not recommend them to anyone.

  Customer Answer

  Date: 12/18/2022

  I have been reached out to by Citizens and they resolved half of the issue after we had another issue with them this week. We are still waiting for the bonus to be resolved but hold out no hope with this company. We will never bank with them again and will be spreading the word. 

  

  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 27, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:12/06/2022

  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.

  15 USC **** section 602a states I have the right to privacy 15 USC **** section 602a section 2; also states a consumer reporting agency cannot furnish a account without written instructions 15 USC ****b(a) Subject to subsection (c), any consumer reporting agency may furnish a consumer report under the following circumstances and no other:(1)In response to the order of a court having jurisdiction to issue such an order, a subpoena issued in connection with proceedings before a Federal grand jury, or a subpoena issued in accordance with section **** of title 31 or section **** of title 18.(2)In accordance with the written instructions of the consumer to whom it relates.(Attached is my credit report. I never gave permission for the debt collector to report my information to my credit report) 15 USC ****c states Without the prior consent of the consumer given directly to the debt collector or the express permission of a court of competent jurisdiction, a debt collector may not communicate with a consumer in connection with the collection of any debt(Attached is communications from the debt collector)15 USC ****b states not use any language or symbol on any envelope or in the contents of any communication effected by the mails or telegram that indicates that the debt collector is in the debt collection business or that the communication relates to the collection of a debt; and (Attached are letters with language and symbols)

  

  Business Response

  Date: 02/02/2023

  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 31, 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:12/06/2022

  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.

  my credit card again has fraudulent charges on it and it is a replacement card with a new credit card number. i tried to report it and i was just left on hold again and then hung up on.

  Customer Answer

  Date: 12/17/2022

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

  

  Business Response

  Date: 01/04/2023

  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 

• Initial Complaint

  Date:12/06/2022

  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.

  This Bank Stole my money i deposit my income tax check a long with my spouse we have a joint account and the bank blocked out money until April of 2023 which is extremely illegal

  

  Business Response

  Date: 12/08/2022

  Please know we responded to our customer via telephone on December 8, 2022.
  
  Sincerely,
  Office of the Chairman
  Citizens

• Initial Complaint

  Date:12/05/2022

  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.

  Between Wednesday nov. 31st and Thursday Dec. 1st an amount of $246 dollars was transfered out of my account to a five star bank account I'm not associated with I have now called citizens bank customers service on thur Dec 1st, Friday dec.2 and Monday Dec. 5th about my issue and they did nothing they started a case on Friday and said my money would be refunded and any charges fixed it's now Monday and I'm still in the negative nothing has been fixed no credit nothing and I've now had 2 over draft charges equaling $70 dollars I should not have to pay for I called today Monday Gave my case number and was told there was no plan to give me my money back or anything. I'm furious I need my money back and the over draft charges fixed.

  

  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:12/04/2022

  Type:Order 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.

  On October 8th , 2022 I contacted Citizens Bank about sending me unnecessary junk mail. On October 10th, *************************************************** from the US postal mailing list. They also stated it would take up to 60 days for this to take effect. Since the 60 day ************ received two more pieces of junk mail. Because of lost and stolen mail in my building Im trying to reduce the amount of mail I am receiving. Please stop sending me unnecessary mail.

  

  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 29, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

  Customer Answer

  Date: 01/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:12/03/2022

  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.

  Citizens Bank advertised false information widely online and social media (eg. ********* to lure people open accounts and direct deposits in exchange of account bonus (up to $400). It claims new customer only but its customer service put it in written saying for those customers transferred from **** (bought out by Citizens) are also eligible and can be considered as new customers. However, after we met all the requirements, Citizens Bank told us the information is incorrect and transferred customers are not eligible anymore. The bank manager refused to honor their scam online advertisement.

  

  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

• Initial Complaint

  Date:12/02/2022

  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.

  Went to bank in January 27, 2022 with a post card invitation opening a checking and savings account for $600. A direct deposit to check account and $200 monthly deposit to savings for several months. The first thing I asked was to make sure I qualified because I had an account there previously and want to make sure I qualified or the acct would be in my husband's name. Bank officer left room to check with bank manager and said "absolutely no pry, I do qualify for the promotion". Do for the next several months every time I went in to make sure I was doing exactly what I was supposed to. They said every is being done perfectly and the bonus will be paid May 31, 2022. I went in every week after that May 31st and they told me give it a week give it a week they kept telling me to check back next week, next week so I did with them, and guaranteed will be paid. After 9 months of opening the account they said I I complained to every specification they asked for but because I had an account previously I did not qualify. I told them I had an account previously and I want to make sure I qualified or it would be my husband's name and they said I qualified no problem then they told me well it was a new officer and he made a mistake this is unacceptable. I also found out from another citizens Bank manager from a different location he looked up the account and he says the original person never put in the proper information that is not my fault I was assured I would be getting this money. The other bank manager of another citizens Bank read through everything and he said I qualified and I should be getting this money from citizens Bank. He even put in a complaint for me and then I get a letter stating if you have any questions give us a call I called everyday for a week no response and now that other bank manager is locked out he can't even see what's going on. Citizens Bank has give me the runaround for 6 months every single week since they should have paid this $600 to me in May.

  

  Business Response

  Date: 12/16/2022

  Hello,
  Please be advised the matter was resolved via telephone with our customer on December 16, 2022.
  
  Sincerely,
  Office of the Chairman
  Citizens

• Initial Complaint

  Date:12/02/2022

  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 entered a COVID-19 Forebearance plan in early 2020 with my mortgager, Citizens Bank.After the 18 month period ended, I tried to resolve my past due amount with my mortgager, but they kept bouncing me around the company from "customer service" (REALLY, it was Loss Mitigation), Escrow, Legal, and also Customer Sevice/Reporting.I reported the *********************** to **********************, and as a result "Matt ******* in the Office of the Chairman was assigned to my account in October 2021. For the past 13 months, I have gotten NONE of the answers I have asked for.Yesterday (12/1/22) I received a letter from Citizen's saying I have until 12/3/22 (tomorrow!!) to ACCEPT their proposed payment plan, which looks to be incorrect. I was *****ed at MIHAF ***** to payoff a portion of the past due payments.My goal is to get my mortgage back to a "pre-COVID" forbearance plan status -that is- how it looked in late 2019. To accomplish this1. Remove the escrow account Status: I paid the $4K+ the ***************** said I owed; however, much to my surprise, that amount was in error - not enough to cover the actual shortfall and eliminate the recently added escrow *************** the outstanding principal to the end of my loan.Does this deferral create an additional lien recorded in the Register of Deeds? How is the deferral documented?Would this deferral impact my credit score?Are there fees or penalties to defer the amount?Is this also referred to as a "Mortgage Modification" in the paperwork I was sent?What other implications are there in deferring the principal in this COVID Forbearance situation? Would ALL other conditions of my mortgage remain unchanged?4.Resume my normal, historical payment of roughly $500/month principal and interest, while I pay my property taxes and insurance, as has been done since this mortgage commenced in 1999.5.See an accounting of my mortgage since the beginning, August 1999.6.Will you please recast the loan with the $25K in MIHAF funds applied to principle?

  

  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 25, 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. 

  
  

  I am in contact with a "Relationship Manager," Mr. Anglin *********, who is trying to help me accomplish my request, however, he has not been given the information needed to prove the discrepancy. Specifically, this is what is wrong: Citizens Bank is:

  1. forcing a new escrow account despite the fact I do not have a tax liability - I have a property tax exemption
  2. Misappropriating ************************************** was established under section 3206 of the ******** Rescue Plan Act of 2021 
  3. not supplying an amortization schedule, or documentation of balances and historical payments by type (a running separate principle, interest, escrow  by month) over the life of the mortgage- that goes back far enough to address these issues. I requested this many times and they will not provide it. This would show exactly how and where my payments are being applied.

  
  

  In the meantime, will you please help "reset" my payments to a normal "pre-COVID forbearance plan" which includes:

  
  

  1. First, removing the entire forced escrow. I was told this was complete (and would like to hear the phone transcripts of these many conversations confirming this). I paid what Citizens said I owed to accomplish this. Now, not only will they not remove escrow - they say the amount was incorrect. The entire process depends on eliminating escrow.
  2. Next, apply the ***** ***** to my COVID Forbearance plan back payments of (2020 - 10 payments?; 2021 - 12 payments; 2022 - 12 payments; 2023 - 2 payments) 
  3. Then, apply the balance of ***** to any additional escrow owed.
  4. Finally, resume paying $(pre-CARES ACT payment) per month

  
  

  Thank you for any help you can provide.

  
  

  
  

  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

  
  

  Best regards,

  *********************************

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  

  Business Response

  Date: 05/10/2023

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

• Initial Complaint

  Date:12/02/2022

  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 morgage company accepted debit payments then this month worth let you after 12 yrs and no website on letter I have had this morgage 12 yrs I always paid on time except 1 time but it's like blocking payment method..... there is no option for debit when called now . See Nov 3rd I did. Today it's changed... included 2 images for proof. Isn't it weird month of Christmas month people scanned the most payment won't go thru is there a skimmer online? I uploaded 2 jpg files did they even load? I just called talked to somebody said it does ocassionaly and i can take your payment over phone now ? It only option of checking or new checking no debit option it tells after you got enter your full morgage number or social security number in full. I want no trouble just to make my payment but does not sound right. Again there is 2 jpg photos included for proof the phone number I call is *************

  

  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