Complaints
This profile includes complaints for Citizens Financial Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,668 total complaints in the last 3 years.
- 467 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/02/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I've made my mortgage payment of $4,736.38 over the phone, during which time I specifically advised the representative that $736.38 shall be applied to my regular payment and $4,000 shall be applied to the principal. As bizarre as it may sound, while I have sufficient money in my checking account (also a Citizens checking), the $736.38 portion went through and the $4,000 payment was allegedly "returned/reversed" to me. I asked the representative, so normally how long will the refund be reflected/received by me, just an average time or estimated time. She said she doesn't know, since the bank didn't tell anything about the processing time for fund returns. After over 2 weeks of checking back and forth and calling the customer service line for multiple times, I still don't see the refund of that "$4,000." It was not applied to my loan payment, nor was it sent back to my checking account. After 2 weeks of following up with a "supervisor" from Citizens Bank, I got a call yesterday telling me that the funds were returned to me. I asked, when and how it was returned? The answer was she doesn't know. I asked do they have any tracking or confirmation number or transaction ID so I could check with Citizens checking account department? The answer is still NO. So I just want to understand, where is my $4,000 money? How did they send it back? How can I receive it?Oh BTW, I forgot to mention, Citizens branch only has access to your checking account and does not know anything about your loan. So when you thought it would be easy to pay your loan with a checking account from the same bank, it actually doesn't matter, because Citizens *************** and ****************** use different systems. So it's just like working with an outside bank. Lastly, I've also filed a complaint with the representative that I spoke with, at which time, I was advised that the complaint department will reach out to me. But guess what, nobody ever called after a week.
Business Response
Date: 03/14/2023
Please see attached a copy of our response letters being provided for your files.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:12/02/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased an XBOX All Access console from Target in Nov 2022, and I had to apply for financing from Citizens Bank, the only available option that day since consoles without a subscription were out of stock. But then I found the console at another location and canceled my order via Target's website.To my surprise, I received a text from Citizens Bank the next day informing me they had created an account and my payment was due soon. I called Citizens customer service to notify them of the cancellation and provide supporting information. They connected with Target and confirmed that I don't have to pay anything and that Citizens processed the return on their end. I confirmed that the return was, in fact, reflected in my Citizens account and moved on with my life.Fast forward one month, I received emails from Experian and Transunion, alerting me of major derogatory ****s on my credit report. Until today I didn't even know what it even means to have a **** on one's credit, and upon checking reports, I was shocked to see that the adverse information came from Citizens Bank, and they closed my account with the following re****: "PAID BY DEALER: CLOSED". Even worse, my credit scores dropped by 95 points, bringing my score below 700 and destroying my otherwise spotless credit history.This situation is confusing, and I'm extremely stressed and worried. Not sure where the disconnect happened or what happened at all. I never used the account in question, and I don't understand why my credit had to be ruined for canceling an online order, affecting my ability to get new lines of credit for years to come.Please help correct my credit report with ALL credit agencies (Experian, Transunion, and Experian) and restore my reputation. I'm in the process of getting a mortgage, and this error on the Citizens Bank end will cost me tens of thousands of dollars in interest payments.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 customer's inquiry.
A detailed response has been communicated to Mr. ********** on January 3, 2023 by way of phone.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:12/01/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I WROTE A CHECK FOR $763.25, I CALLED CITIZENS BANK AND ***** TO 3 DIFFERENT REPRESENTATIVES AND A SUPERVISOR WHO ADVISED ME THAT THIS CHECK WAS PAID AND NOT RETURNED, I WAS ALSO GIVEN THE RUNAROUND IN REGARDS TO DEPOSITING THE ***** IN THE **** THE NEXT MORNING, I WENT TO THE BRANCH AND MADE THAT DEPOSIT BASED ON THE REPRESENTATIVES AND SUPERVISOR. THE CHECK WAS ACTUALLY RETURNED, AND I WAS LIED TO AND FALSIFIED, THAT CAUSED ME A FEE OF $10,000, BASED ON THE LIES FROM CITIZEN BANK, I NEED A LETTER ON LETTER HEAD THAT I WSS TOLD THAT THE CHECK WAS PAID, WHEN ACTUALLY IT WAS NOTCustomer Answer
Date: 12/12/2022
I have not heard from the business in response to my complaint, I NEED TO HEAR FROM THE BUSINESS TO RESOLVE MY ISSUE ASAPBusiness 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 13, 2022 via mail.
We have provided a copy of our response letter here for our customers convenience.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:12/01/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I recently had ***** deposited in my account I took the money out while making purchases I put the money in the account each purchase.The issue is that a thousand dollars is missing from my account when the account received the next months ssi I have been trying to speak with the bank about the issue even viewinthe account for myself seems to be an issue as I have been locked out of my account although the banks claims are that they do not see any activity stating that I am locked out on the online account which allows you to view transactions. As I write this I am on the phone with them trying to get a manager I have been on hold for52:37 secs and counting please help my child has autism and I have a disability as well. My understanding from future use with this bank is that sometimes the statements from the *** can look different from what the bank has processed, this doesn't make sense if there are constant deposits.Business Response
Date: 12/23/2022
Hello,
Please see attached copy of our response letter mailed to our customer December 23, 2022.
Please let us know if we can be of any further assistance.
Thank you,
Office of the Chairman
CitizensInitial Complaint
Date:11/30/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This issue is in reference to my savings account ending ****. I have been periodically checking this account for an expected $100.00 promotional offer to post. I noticed today was the date it was supposed to post by. When I contacted customer service with this inquiry, the supervisor informed me that I'm ineligible for this promotion because my previous checking account was closed (upon opening of savings). The supervisor informed me that I would need to write to Office of the Chairman for further escalation. Upon receiving this promotional offer from Citizens via e-mail, I did not realize the checking account had to remain open in order to satisfy the terms and conditions. I thought the opposite was true. Upon proofreading the offer again, I discovered the opening checking requirement in the "fine print". It was not clearly indicated, however. With this being said, I would greatly appreciate it if Citizens can accommodate a onetime exception for me. I apologize for not noticing the full terms but again it was not easily notable. As far as I know, the remaining terms of this promotion were followed correctly (depositing $100 into the account for three consecutive month). Sincerely, ********************************** *********************************************************** ************Business Response
Date: 12/09/2022
Please be advised the matter was resolved with our customer on via telephone.
Sincerely,
Office of the Chairman
CitizensCustomer Answer
Date: 12/09/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Citizens told me to contest my issue to the ****** of ************ for further assistance. However, they just referred my unique situation back to the original department for same denial. They have not been understanding of my situation.
I've asked them if they cannot honor the full marketing promotional amount, if they can give me half given the circumstances of how I mistakenly understood the terms and conditions.
Citizens strongly emphasizes the importance of customer building and satisfaction, and I don't feel this has been applied to me as it should be.
Business Response
Date: 12/20/2022
Hello,
Please see the attached copy of our response letter mailed to our customer on December 20, 2022.
Sincerely,
Office of the Chairman
CitizensCustomer Answer
Date: 12/22/2022
Dear 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.
I am delighted that Citizens was able to find a satisfactory resolution for me. I would like to thank them again for their understanding to my situation.
Regards,
*******************************Initial Complaint
Date:11/30/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Our checking account was emptied due to fraud right before the Thanksgiving holiday. $2,284.55 was taken from our account without our authorization. Leaving ** with no money during a time when our furnace broke and we owed $1,750 of that money to pay for the repairs. We were told we needed to wait up to 10 business days to get any funds back in our account. The bank is supposed to offer fraud protection and I don't see how this amount of money could be taken out an no alert given to us until I happened to check our balance. I alerted bank on 11/25 and I still have not been issued a new debit card and no temporary funds have been issued. This has been tremendously stressful during an already stressful time. We have called every day and have not gotten any new info. We were supposed to be sent a letter and a new card, neither has arrived as of 11/30. The total lack of urgency and empathy from Citizens Bank is totally unacceptable.Business Response
Date: 01/27/2023
We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry.
A detailed response has been communicated to ****************** January 17, 2023 by way of phone.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:11/30/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Citizens Bank is the worst bank in terms of working for me or anyone else. I can't access my checking account as it keeps locking me out. I can't reset my password as it won't process this. I want to CLOSE my account but before I do that I have to WITHDRAW ALL THE ***** first. How do I do that when I can't access this miserable bank?They need to be fined for pretending to be an actual business. They are totally without help for customers. I'm a Senior and this is by far the most criminal bank I've ever had the misfortune to deal with.It's a total mess and there is no help, no nothing for customers.They need to lose their accreditation. I am stunned at how abusive this bank is towards **** want to CLOSE my account, don't want to have to mail my other bank a check and wait for that. Can't transfer the money in Citizens to my regular bank (Chase). It's a lose lose situation. HELP.Customer Answer
Date: 12/11/2022
I have not heard from the business in response to my complaint. AND I am not surprised!!!Business Response
Date: 12/16/2022
Hello,
Please see the attached copy of our response letter mailed to our customer on December 16, 2022.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:11/29/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 11/23/22 I was once again charged an overdraft fee of ***** on one of my checking accounts for a negative balance of ***** when I clearly had @225.00 in a second account. I was charged a total of ****** no problem I paid it I transferred from my second account ****** on 11/29/22 @ 7:00am I then get an email @9 am that my account is overdrawn again I was then charged *****. I called and spoke with a representative who had me on the phone for 1/2 hour with no results I then asked to speak with a supervisor ***** came on the phone very rude and refused to refund my fees because I had already received 1 refund this year! I am so tired of this bank constantly taking advantage of its customers I want my refundBusiness Response
Date: 12/12/2022
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 7, 2022 via mail.
We have provided a copy of our response letter only here for our customers convenience.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:11/29/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have 4 checking accounts with them, didn't have much money in them and forgot about them, but they drained it all to $0 after a year of charging fees now even sending me letter that I owed them bank fees because they kept charging even after 0 balance.I don't use these accounts any more, there are other banks that provides no fee checking.Citizens bank tried to cut cost and removed online message, online chat, can't find a way to close these trashy accounts.I have no choice but to file a complaint here so these accounts will be closed.Account Numbers with 0 balance ********** ********** ********** **********Customer Answer
Date: 12/10/2022
I have not heard from the business in response to my 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 December 22, 2022 via mail.
We have provided a copy of our response letter here for our customers convenience.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:11/29/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Since the time I obtained a line of credit with Citizens, I have had problems accessing my account online. I have no statements that shows payments made. The website is designed to keep customers from adequately accessing their account. I have to call each month to make payments, but I have no record that shows an accurate payment history. The company changed to a new website, and NO one can help me register for the new system. This is a disservice to customers interested in account management. I have received numerous collection calls about my account being past due, when it is not. Currently, my account shows past due, and it is not, and the system does not allow me to pay the amount due. It is locked in an amount that is inaccurate. I feel this company is cheating customers and they really need a better way to help people keep track of the account. IBusiness 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
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