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 Financial

  955 Boardman Poland Rd Youngstown, OH 44512-5118

• 

  Citizens Financial Group, Inc.

  20 N Park Ave Plymouth, MA 02360-4090

  
• 

  Citizens Financial Group, Inc.

  184 County Rd Barrington, RI 02806-2499

  
• 

  Citizens Financial Group, Inc.

  800 Newport Ave Pawtucket, RI 02861-2924

  

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:11/17/2022

  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 use citizen's bill pay service via my checking account ending in **** .I called citizen's bank on Oct 2022 to stop automated bill pay for ******* cable, keystone 65 and citizens credit card. Rep confirmed via phone that ******* cable , keystone 65 and citizens credit card auto pay were now discontinued. In reality , only keystone was removed. ******* auto bill charged me twice $180 . ************** neglected to stop cancel ******* .************** did not cancel autopay now 2 overdraft fees $37 each ! ******* returned the payments of $180 twice . ************** refunded both $37.00 overdraft fees ,then MALICIOUSLY hired ******* against me to collect the $ 180 & suspended my bill pay! I also set up monthly autopay to pay ************** credit card $264. Citizen's confirmed & emailed me "youre confirmed nov 13 via autopay citizen'scredit card . " Yet ,no payment was made! Fiserve blocked my payment causing $29 late fee from citizen's credit card . I call citizen's bank on thurs nov 17 , ,Please listen to call from my ******* cell to citizen's bank on Thursday nov 17 at 12:41 pm an HOUR call no help , The final rep admitted ******* SOLD my bank info to third party Fiserve to collect the debt .I called Citizen's & asked to stop auto pay ,citizen's didn't ,instead gave away my bank info to Fiserv, which sent me 2 vulgar paper letters stating my bill pay is suspended & I owe them funds Fiserv paid to *******! I told citizen's rep it's reckless for citizen's bank to give away all our account info without disclosure to the customer, last rep said i am not going to call Fiserv, you have to call Fiserv ask them why they suspended your bill pay" .************** is irresponsible to get 3rd party involved when ******* already paid back the double payment, please refund the $29 credit card late fee & restore my access to bill pay, stop ******* hassassing me please.******* repaid citizen's bank , fiserve is not owed any funds. Thanks

  

  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 17, 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: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 had Citizens Bank for several years. Recently they rolled out a program that is called Citizens Peace of Mind. The program is designed to forgive overdraft fees if you make a cash deposit (by 10pm) on the day that citizens sends you a check to notify you that your account is overdrawn. Well I got caught by their shady business practice. On Monday (11/14/22), my account had been overdrawn. I got a text at 9:03 am on Tuesday (11/15/22) notifying me of the overdraw and telling me I could take advantage of the Peace of Mind program to reverse the overdraft fees. So, I followed the instructions and I made a deposit at 5:59pm on Tuesday (11/15/22) to bring my account back into the positive. This shouldve stopped or reversed any overdraft fees. So, I was surprised to log into the account the next day and find that I had been charged 2 fees. Apparently, Citizens had posted 2 transactions to my account after 6 pm on Tuesday (11/15/22) which caused me to be overdrawn again and caused the 2 fees to my account. This same exact scenario had happened once before and when I called I was given credit and was told it was an error on their end. This time they denied credit after keeping me on hold for almost 1 1/2 hours. I was told that I had reached the maximum amount of courtesy credits due to the time I called in previously. Even though I was told it was an error and not a courtesy. I was also told that Citizens Bank can hold and post transactions to your account whenever they want to. This was the response when I asked why any transactions would be posted after 6pm during a business day.

  

  Business Response

  Date: 11/25/2022

  Please be advised the matter was resolved with our customer via telephone.

  
  Sincerely,
  Office of the Chairman
  Citizens

• Initial Complaint

  Date:11/17/2022

  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.

  Morning I contacted citizens bank on Tuesday and Wednesday concerning the 4 overdraft fees I received knowing my payroll check was in there I was told it will be refunded and I called Thursday and they now said it will not be refunded the economy is bad enough to have $140 worth of free taken out Thank you

  

  Business Response

  Date: 11/23/2022

  Please note the issue was resolved with our customer via telephone on November 23, 2022.
  
  Sincerely,
  Office of the Chairman
  Citizens

  Customer Answer

  Date: 11/23/2022

  [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:11/17/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A fraudulent Account was opened in my name I have contacted the Merchant and have had no Resolve I was transferred from department to department after being told there were no departments finally transferred to a supervisor who told me to email another department which was the only way to reach them and that they may or may not respond. Also I was told I don't reach out to them to see if they need additional information that they would close the case. As a Billing Manager of a Multi- Million Dollar SAAS *************** I am very informed on Federal Laws and regulations when it comes to contracts, communication, and legal limitations. The Merchant has been notified that I have no knowledge of this Account nor any affiliation with the Address listed for Service. I would like this Account Closed, Collection Attempts to Cease and Have this Invalid Information REMOVED COMPLETELY from my Credit Report which is being destroyed by the lackadaisical efforts of resolving this Matter by Citizens Bank Employees.

  

  Business Response

  Date: 11/16/2022

  "******************************* is not and has never been a customer of ****************, N.A."

  Customer Answer

  Date: 11/30/2022

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

  

  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
  Citizens

• Initial Complaint

  Date:11/15/2022

  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.

  Vivint was canceled 6/01/2022 and new owners assumed contract and equipment.Citizens is still charging me monthly *****. This monthly transaction needs to be canceled and refunded in the amount of *****. New owners are now paying for equipment on top of the monthly withdrawal citizens is taking on my card.

  

  Business Response

  Date: 12/22/2022

  Hello,
  
  Please see attached copy of our response letter mailed to our customer December 22, 2022.
  
  Please let us know if we can be of any further assistance.
  
  Thank you,
  Office of the Chairman
  Citizens

• Initial Complaint

  Date:11/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi Citizens Financial Group, *** doing Business with **************** Services has filed late payments on my and my daughters credit report without properly notifying us there was an issue with the account. I did not receive any notification there was any delinquency with the account(s). I am a co-signer for my daughter's student loans and have been making steady payments above and beyond what was due. They claim to have reached out to my daughter which is false as she is attending school out in *******, **********. Mail arrives to our home located in ********** @ *******************. I did not receive any collection notices or delinquent payment requests or any phone calls as a co-signer I should have been notified of any issues with the account. I am asking they resend any late/negative credit bureau reports as I have continually made payments on these loans. I think both institutions can reach out to the customer and communicate issues before attacking a person's credit which remains on file for 7 years. The school loans are set for interest only payments until the student finishes school. She graduated from UM and then continued her education and moved to ******* for her masters. The loans are due after graduation, our loan payments never stopped. Both institutions failed to properly notify us there was an issue with the account and or that there was a larger payment due. I am requesting they resend any negative payments to the credit bureau. Thank you, ****************

  Customer Answer

  Date: 11/29/2022

  I have not heard from the business in response to my complaint. Someone from CitizensBank tried to reach out however I could not take the call as I was at my dentist in the chair (I looked up the # and seen that I missed a call from Citizens Bank) The caller never called back or sent an email to say they called. I would like to mention my payments are on auto pay for CitizensBank student loans. There is no way I could miss a payment. The money was not properly disbursed on the Citizens Bank / First **** services side. I finally received a letter in the mail regarding these issues, however the mail arrived after they reported false information to the credit bureaus, and I phoned in a complaint with Citizens and the BBB. See attached billing is what the consumer sees for payments Citizens / First **** receives. This does not reflect any payment distributions. The other issues are there are multiple loans per person which are very hard for the companies let alone the consumers to manage. I would like to have the 30 day late for October 2022 removed from all 3 credit bureaus for both me and my daughter **** please thank you.   

  

  Business Response

  Date: 02/14/2023

  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 Mr. ************ on February 14, 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: 02/15/2023

  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,

  *******

   

   

• Initial Complaint

  Date:11/14/2022

  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.

  On 11/27/22, I requested a EFT from my checking account, I am out of the country and unable to use that particular card for that account while out of the country the country I originate from, the U.S. I requested $300.00 to be deposited into my "Citi checking account". This account has been established since 2017.This is not my first incident with this bank. The monies requested as well are not affiliated with this bank. The from account deposited the money as requested, maybe a day late, depending on the time that it was requested. However, Citi financial only released $200.00, the remaining monies were retained. That was not my desire. This has placed me in a financial strain as I travel causing me to sleep outside on my way out of the US where I am in exile from political activist, and media. This was not my first event with this financial institution. This event was preceded by two prior events that I will be reporting to the BBB.Documents will be provided at a later date.

  

  Business Response

  Date: 11/18/2022

  Dear BBB,

  We have determined this complaint pertains to Citi Financial, not our bank. Please redirect or provide supporting documents indicating it belongs to Citizens as we do not have a customer profile in our database for this complainant.

   

  Thank you,

  *****

  Office the Chairman

  Citizens 

   

• Initial Complaint

  Date:11/14/2022

  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.

  Records of the deposits checks from my Social Security and TRS pension checks for the last three months are missing from my account. This account was transferred there from ****.All calls to 877 229 **** 800 684 **** ************ are answered by a machine that promptly cuts off the call.When I was able to go on line the statement page is blank and shows no record of these deposits from my pension since the account east transferred from **** to Citizens bank. I have received a notice of overdraft. I have no way to check the records of deposits and withdrawals.I am now in Europe. I can not walk in a branch of Citizens to fix the problem. I dont have enough funds to travel to *** to do it. I am stranded in Rennes.

  

  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 25, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens  

• Initial Complaint

  Date:11/13/2022

  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.

  Its unfortunate and sad that I have to file this complaint. I was approved for a citizens bank credit card. I only used my card 2-3 times and still had a lot of available credit remaining because Im a responsible and strive to improve my credit score and overall creditworthiness. Suddenly without warning I went to use my card for a purchase and it was declined. I called customer service and was told my account was closed. I was so upset and wasnt aware of this. I asked the reason why and was told I needed to be transferred to a supervisor to find out the details. Supervisor told me it was closed due to Inappropriate Use. I was offended and shocked because I did nothing wrong and only use my card very little. When I asked the supervisor what inappropriate use did I do he then became very rude and said I have to go to the branch with ID to find out more. This is wrong I feel like Im being treated unfairly. I dont know if going to the branch as the supervisor suggested will fix this situation. I did absolutely nothing wrong and citizens bank treats me like this. I plan on taking further action as this is going to effect my credit rating.

  

  Business Response

  Date: 11/19/2022

  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 18, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:11/12/2022

  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.

  a fraudulent charge was put through and pending for ******* from stubhub on my account on oct 26th and i called and reported it. CitizensBank closed my credit card and sent me a new one but still let the charge go through 3 days later and now it shows up as a balance on my account. i spoke to the fraud division several times who were extremely rude and talked to me like a child and told me it was being investigated and i would not be liable for it. However, it is not shown as an approved charge on my account. Now when i call they just put me on hold and eventually hang up on me. I did not make that purchase from stubhub and i filed complaints against them as well. Yet, CitizensBank now shows the balance which only has that approved charge on it. Months ago, if a charge over 500 was pending I would get a text asking if I made it and if I did not it would not go through. Now any charge i put on the card goes through now questions asked and I complained to CitizensBank about it who did nothing about it. This company claims to protect you against fraud but still lets the fraudulent charges go through anyway. They do not back up their claims. I want that charge off my account because i did not make it and i filed all the necessary complaints and claims that I could, and I was still talked to like a 6 year a=old and nothing was done about it.

  

  Business Response

  Date: 11/19/2022

  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 17, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

  Customer Answer

  Date: 11/19/2022

  [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,
  
  ***********************