Complaints

This profile includes complaints for Citizens Financial Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

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

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Citizens Financial Group, Inc.

  1 Citizens Plz Providence, RI 02903-1344

  
• 

  Citizens Financial Group, Inc.

  28 State St Boston, MA 02109-1775

  
• 

  Citizens Financial Group, Inc.

  148 College St Burlington, VT 05401-8476

  
• 

  Citizens Financial Group, Inc.

  464 Hope St Bristol, RI 02809-1806

  
• 

  Citizens Financial Group, Inc.

  409 East Ave Pawtucket, RI 02860-5284

  

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:11/22/2022

  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.

  Couldn't make account current until Monday 11/21 due to record snowfall of 7 feet in less than 3 days. State of emergency, driving bans, locations not open. Currently as of 11/22 we still have travel advisory due to roads not being fully plowed. Couldn't make it outta my house. Supervisors wouldn't give me their last name or any Id number also. ****** and *****.

  

  Business 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 customer's inquiry.
  A detailed response has been communicated to ****************** on November 30,  2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens  

  Customer Answer

  Date: 12/13/2022

  [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:11/21/2022

  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 11/01/22 my mortgage payment of ******** was taken out of my account. On 11/07/22 the same amount was take out of my account again. This happened last month as well. I contacted Citizens bank on 11/07/22 to notify them if the issue and request a refund. It is now 11/21/22 and I still have not been refunded my money. I am coming up on another mortgage payment on December 1st and I need this money replaced as soon as possible. I have called four times to the mortgage department and explained the situation and was told the refund check was in the mail. When I call today I spoke with ***** of the mortgage department who informed me that my refund check was mailed to me on the 15th of November. If this is true that would have been sufficient time for my check to arrive. Citizens has stolen a large amount of money from me and I want it back as soon as possible.

  

  Business Response

  Date: 12/15/2022

  Hello,
  Please see the attached copy of our response letter mailed to our customer on December 15, 2022.
  
  Sincerely,
  Office of the Chairman
  Citizens

• Initial Complaint

  Date:11/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Citizens bank has charged be 5 times overdraft fees I put money in the bank ******** charged me over 200 dollars for a seven dollar purchase Please contact citizens bank this is unethical

  

  Business 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 6, 2022 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:11/21/2022

  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.

  I originally purchased a vehicle through citizens one auto finance. When i refinanced the vehicle through my current bank in April 2020 citizens failed to release their lien once ******* FCU took over the loan. I have since sold the truck and citizens will not release their lien electronically through DDI technologies. After multiple calls by myself and ******* FCU they still have failed to release the lien and ************ will not release the title until citizens releases their lien. I have been fighting with them since Aug 2022 so that I can get the title released to the new owner. ******* FCU has released their lien 3 times, however due to the system and citizens failing to release their lien (which the loan has been paid in full for almost 2 years). I am forced to try this avenue as well as getting legal aid to force them to do their job that should have been done long ago.

  

  Business Response

  Date: 01/27/2023

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry.
  A detailed response has been communicated to Mr. *********** January 11, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:11/20/2022

  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.

  November 18th, 2022 I, ******, was at the ********************* in ************. I noticed $4,500 was WITHDRAWN from my savings account. Citizens bank in *******, ** helped me determine where this happened. By 12:30pm, the FRAUDER had transferred $500 from my saving to my checking and deducted an additional $3,000. 2pm I went to ************************* and they agreed this never should have happened. Allegedly, the FRAUDER walked into the location in *******, said theyre on vacation, wanted to drain the accounts and open a new debit card. The teller CLEARLY did not do their due diligence asking my security questions which are very obscure, and did not look for CLEAR red flags. November 18th is my birthday. I JUST got a new debit card a week or so ago. If I was in ******* on vacation, why had my most recent purchase been in ************. A lot of red flags.

  

  Business Response

  Date: 12/20/2022

  Hello,
  Please be advised this matter was resolved with our customer via telephone on December 19, 2022.
  
  Sincerely,
  Office of the Chairman
  Citizens

• Initial Complaint

  Date:11/19/2022

  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 was a **** Back customer. The **************** took over **** in February, 2022. The Citizens Bank starting charging me Dormant Account Fee starting March, 2022. I am asking all my charging money back, but I was told only $34.99 can be refund. This is absolutely unacceptable.I want them all refund!

  

  Business 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 customer's inquiry.
  A detailed response has been communicated to *********************** on November 23, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens  

• Initial Complaint

  Date:11/19/2022

  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.

  - On November 1st, 2022, someone impersonated us and went to Citizens bank located at ******************************************************* which is a hour away from our home made a transferred of $140,000 from our home equity account to checking account at the counter. Then, he advanced the money in mostly bank checks at the counter -In order to do this, the suspect needs to pass the facial identification, proper photo identification and security checks; we did not get a call or text nor any notification from the bank for this unusual transfer and withdraw -Secondly, the withdraw is advanced from our HELOC account performed at the counter, this requires additional security verification, the reason suspect did not make the transfer through phone or online because he is missing a lot of our personal information -I have reported the unauthorized transfer and withdraw on the same day, reported the fraud but the bank refuse to stop payment on the checks. We have not lose our driver license nor any identity cards. Bank never issue a debit card for me on this account. It turns out that the suspect got a replacement debit card in one of the branch. we did not get a call or text or alert for this either - I have made multiple complaints and disputes. when i visited the branch, they tell me to call customer care; when i call the customer care they tell me to visit the bank because its fraud in the bank - After 3 Weeks of waiting, all of my disputes are denied, and some one them are erased from the system. They did not give me a single call nor send me any affidavit nor proof of evidence. - I am reporting them for malpractice and negligence. Failed to conduct security check and fraud and fail to prevent and investigate fraud.

  Customer Answer

  Date: 11/29/2022

  [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,
  
  He *****************

• Initial Complaint

  Date:11/19/2022

  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.

  So I got a car back in 2018 its a 2018. I go through citzens bank up north . Things kept getting suspicious about my account. Couple months ago I got a new job fail behind on a car payment Im post to have a 10 day stretch before a late fee (thats how it use to be in the beginning now different never got notified ) I called this month to the collections and been making payments trying to get caught up being told I got *************************************** if I keep calling making payments. I called today 11/18/22 to let them know I made another payment and the lady told me that they got to retrain their **************** reps cause they have been telling customers they got 60 day to pay the payment . So now all a sudden Im being told something or got no notice of in the mail about this change . That my car can get repossesd anytime that Im on the watch list . Every time I call its a different story . I looked up the company they have bad reviews . Im looking for answers .

  Customer Answer

  Date: 11/29/2022

  [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:11/18/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/30/20 Citizens Bank inappropriately transferred money from my overdraft line of credit (oloc) to my checking account. This transfer was in direct conflict with statements made by Citizens rep when the account was opened in Jan 08.When the **** was opened, I was told by the Citizens rep the purpose of the **** was to pay off a transaction (up to $2,500) if I ever mistakenly overdraw my checking account. I was told that this **** would prevent me from incurring unnecessary fees. In summer of 2017 I changed banks, but kept these accounts open as dormant accounts, as the hurdles to close the account were too onerous.In April of 2020 I mistakenly wrote an electronic check from my dormant Citizens checking account. The dollar amount of this check was above both my checking account balance and the $2,500 of credit available on my ****. Citizens refused to pay the check and charged me a $37 fee. When the check was resubmitted a few days later by the payee, it was also refused by Citizens, and again I was charged a $37 fee.Additionally, Citizens transferred $2,500 from the overdraft line of credit to my checking account. The action of moving money from the line of credit account to the checking account was clearly in contradiction to the purpose of the account based upon my conversation when originally sold the **** in 2008. Transferring the $2,500 did not allow Citizens to pay the check, and it did not prevent me from paying fees on the ****. Contrary to the assurances when I was sold the **** account, the transfer did not benefit me at all. However, the transfer did greatly benefit Citizens. Citizens moving $2,500 from the **** to my dormant checking account resulted in $1,281.18 of interest charges on a dormant account from April of 2020 through today. When discussing with **** ** branch representatives on 11/13/22, They agreed that CItizens actions were not right but that they would not refund the fees. The manager at the branch was extremely unhelpfull.

  Customer Answer

  Date: 11/30/2022

  
  
  Better Business Bureau:

  I have heard from the executive chairmans office, and am satisfied with the response. It is possible that my assumption of the conversation when opening up the account was not entirely accurate as it took place more than a decade ago. In this complaint I do think there were mistakes made by myself, and by Citizens, but I am satisfied that Citizens heard and empathized with my complaint.

  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:11/17/2022

  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 reported Citizens to the **** and the complaint continues to get sent to the office of the chairman, who only responds via mail even though they gave me their number and told me to reach out to them. I have called and left numerous voicemails and and never receive a call back. All I receive is a letter with no explanation about the unauthorized charges I wanted reversed except fraud did not occur. These charges were made years ago and were not authorized and the items they are supposedly looking into don't even equal up to the charges I wanted reversed, with tells me they don't want to be responsible and are not actually doing the work. On their response to the **** they said they filed claims for the charges I attached and it was found in my favor. They even sent me a copy of my statements and the only claims were months before these unauthorized charges even happened. When I pointed this out they realized their mistake and said please resend us the charges and we will file them for you. This tells me they lied to the **** and did not even do the research when I sent them the claims and did not look into it at all because I found their error within five minutes of their response. They need to be held responsible for their actions from their employees all the way to the top as the office of the chairman was part of this. I also need all unauthorized charges reversed and a check sent to me as I no longer have an account with them.

  Customer Answer

  Date: 11/28/2022

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

   

  best contact is ******* at ************ thank you

  

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

  Customer Answer

  Date: 12/13/2022

  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. 

  [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.]

  
  

  I originally spoke with another member of the "Office of the Chairman" **** and he said the claims were found in my favor. For some reason ALL of the claims are now NOT in my favor after less than a week of research. The amount they denied is only HALF of the transactions i requested them .There is holes in their stories. Customers need to be aware they have issues internally 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 02/15/2023

  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 15, 2023 via mail. 
  We have provided a copy of our response letter only  here for our customers convenience. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

  Customer Answer

  Date: 02/16/2023

  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.]
  
  As i told them it was identity theft that i had reported to them. I called the merchants myself and they said citizens as not be truthful in saying they contacted them as they had missing information. 
  
  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,

  *****