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 Group, Inc.

  10 W Shore Rd Warwick, RI 02889-1155

  
• 

  Citizens Financial Group, Inc.

  67 Cumberland St Woonsocket, RI 02895-3301

  
• 

  Citizens Financial Group, Inc.

  738 Tiogue Ave Coventry, RI 02816-5806

  
• 

  Citizens Financial Group, Inc.

  821 Main St E Greenwich, RI 02818-3509

  

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:11/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today 11/10/22 I was unable to use my debit card when I needed cash. Citizens unlawfully withheld my funds. Citizens claims suspicious activity but there was no suspicious activity. All transactions were normal and no irregularities or anything unusual. No reason to do this! Due to not being able to withdraw my money from Citizens my other bank account with a different bank is now overdrawn and an important transaction was not paid which is going to cause all kinds of issues for me. I received no phone call, email, or text to alert about the suspicious activity from Citizens. I called a representative who transferred me to the fraud ***** The agent gave me the fraud department number ************ in case I was disconnected. I was on hold for over an hour and eventually hung up and went home. When I got back home I noticed Citizens sent the email alert to my work email which is not in any way listed on my existing account. I suspect Citizens used my work email because I had a separate account with Citizens over ***************************************************** their system. I clicked on the email they sent to my work email and verified transactions and received a response that I could start using my card again. I drove back to the *** and again could not withdraw money! I went back home and called the number the agent gave me. ************ is a fraud number! The actual number for Citizens fraud department is ************. The very thing they say they are trying to prevent ended up causing my number to be exposed to real fraudulent scammers. I have not checked my phone bill yet and now worried my phone has been charged by this fraud number. I then called the correct fraud **** number I found online ************ and was put on hold for another hour before hanging up. My time is important. This is inexcusable. This is illegal to withhold customer funds on false pretenses of suspicious activity and then on top of that not be able to unblock my card. I'm very angry.

  

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

• Initial Complaint

  Date:11/10/2022

  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.

  I applied and was approved for a credit card with a special offer from Citizens through their ** code on a direct mailer 10/19. When the information arrived via mail on 10/28, there was no info regarding the bonus so I placed my first phone call. I was told the offer had not been applied to my account and they would need to request it. I was told to call the following week to confirm it was all set. In my followup call I was told it had not been applied and they would request it and to follow up again the following week, In my 3rd call on 11/10, offer has not yet been applied and agent was rude. She placed me on a 5 minute hold to get a supervisor and came back 20 minutes later telling me the waiting time was now ***** minutes. Not sure where she had been for 20 minutes with no update and I advised her I was annoyed. I again asked for a supervisor and was told they could call me back in 1-2 business days. I told her I would wait because, again, this was my 3rd call. I also advised her if I was disconnected, it would feel intentional. My entire call lasted 52 minutes until I was disconnected. I have called yet again and have been on the line for 31 minutes thus far, to be told that the offer was not yet added and I would need to wait for a supervisor. I only have 90 days to qualify for the bonus and have lost almost 30 already. This is absolutely unacceptable service but more importantly, I applied directly through the ** code provided on my mailer so this is beyond unacceptable. I am still currently on hold and if it would not affect my credit score, would cancel this card immediately accept I just opened it. I want a phone call advising me why this level of service should be accepted. Still on hold... been close to 1 1/2 hours of my time today in addition to my first two phone calls. Feels like a fraudulent offer if it isnt autmatically applied and then you need to literally chase it.

  

  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 15, 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 spoken with Citizen's and highly recommended they change their business practices as it pertains to this matter.  One person should not have to do the amount of research and legwork that I did to ensure a successful outcome.  Their staff need to be trained in manners and professionalism as well as product knowledge.  Kicking the can down the road is not a sufficient response. 

  
  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:11/10/2022

  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.

  An incorrect delinquent amount was submitted to the credit bureau at first citizens bank tried lying and said the correct amount was provided to the credit bureau they recently sent me an email admitting that the incorrect amount had been submitted to the credit bureau. They rounded off the amount. I demand that inaccurate credit reports be removed or I will *** them in small claims court. I will be issuing a press release.

  

  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:11/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/25 citizens bank took ****** out of my account. They said it was to reverse a claim. I had no claim. So I filed a claim for it, and the bank closed it as a duplicate. I filed another claim, which they just closed as resolved. After 7 total phone calls and 3 visits to the branch office, some random guy in MA filed a claim on HIS debit card, the bank issued him a credit, then reversed his claim from MY account. Everyone agrees the bank messed up but it's been 2 weeks now and no one can tell me when my money will be returned. As far as I'm con erned they STOLE my money and won't return it. If the bank was a person they could have charges filed. I'm out a thousand dollars that they gave to some random guy in MA. I NEED MY MONEY BACK

  

  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 5, 2022 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:11/09/2022

  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.

  Citizens incorrectly has 2 tax parcels attached to my property address and is charging me double annual school taxes as part of my monthly mortgage, holding the money in my escrow. They have increased my monthly mortgage payment by over $400 with one months notice as a result of keeping two tax parcels on my account and they refuse to adjust my monthly payment for up to 6 months.

  

  Business Response

  Date: 12/23/2022

  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 23, 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:11/08/2022

  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.

  On September 28,2022 I declined use of my checking/debit card to purchase 2 bottles of soda I knew I should of had enough money in my account. When I looked up after the transaction was declined seen a transaction went through for ***** hundred dollars!!! More than I had in my account I had approximately *****. But that transaction the bank put through which was FRAUDULENT!!!!! I never purchase that large of Items plus I didnt have enough money to cover amount.. Well they messed up a couple times with claims so they say. I still dont have my money back have spent over 12 hrs on phone several trips to bank and no one will tell me what will be done! Collections is calling me from Citizens because Im in overdraft due to their mistake and I have no money for the past 6 weeks that I had for important bills! No one will help me!!!!! I have a claim # for my second claim but I shouldnt have to do this!

  

  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 21, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens  

• Initial Complaint

  Date:11/07/2022

  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.

  I have had my account with citizens for almost ****************************************************************************************************************** it a few months ago. My account was hacked multiple times and citizens has been helpful for the most part any time I needed to file a dispute due to fraudulent activity. A few weeks ago I received a letter in the mail stating that one of the disputes I put in was now being cancelled and the provisional credit would be reversed because I had called in to ask them to do exactly that. This was not the case nor was that even true-I had never called to cancel this dispute and so I immediately called and spoke to a supervisor in customer service who was helpful at the time. His name was ******* and when I spoke to him he assured me he would fix everything and makes notes all over my account therefore communication wouldnt be the next problem. Well here I am now and obviously someone somewhere didnt read the notes and now money was devoted out of my account without even telling me prior to it happening so that I could fix the problem beforehand! Im once again talking to customer service trying to explain the whole problem that Im not putting on the internet-yet these customer service reps get transfer happy and dont know what theyre doing half the time nor do they want to get someone higher up to help! I have literally been on hold for over an hour waiting for a so called supervisor to pick up and Im beyond ****** at this point! Someone needs to contact me asap before I continue to keep writing complaints!

  

  Business Response

  Date: 12/02/2022

  Please know the matter was resolved with our customer via telephone.
  
  Sincerely,
  Office of the Chairman
  Citizens

  Customer Answer

  Date: 12/05/2022

  [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:11/07/2022

  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.

  To whom it may concern, My name is *****************. On August 29, 2022 I placed an online order for ******* Pickup from my work computer for later that evening. Upon arrival at my local ******* in ********* ************ (where i live), i marked that i was in the designated parking spot so the workers could bring out my groceries totaling $204.12. Shortly arrival I got a notification from ******* stating thank you for your order which was off because I did not receive my groceries. After 30 minutes a workers comes to me and asks me what my name is because they do not have my order. After looking in my app i found out my work computers location was set in ******** and i was not aware. The order was sent to the ******* located at store #**** in ***************************. After realizing the mistake i quickly reached out to ******* who told me to dispute the charge with my Bank, Citizens Bank. After starting a claim the lady I was speaking with assured me these types of claims usually rule in favor of the customer, especially since I was in ********* ** and not in ******** to pick up my order so there was no chance I could have picked it up. However I have received a letter stating my claim was denied with Citizens which is a clear act of negligence on their behalf as it is obvious I did not receive the goods that I paid for. I honestly need help as it is very wrong and upsetting and have nowhere else to turn.

  

  Business Response

  Date: 12/01/2022

  The case was resolved via telephone with the customer.

  Sincerely,

  Office of the Chairman

  Citizens

• Initial Complaint

  Date:11/07/2022

  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.

  n February of 2022, my personal loan from HBSC was sold to ************ # **************. A couple of months after the transition was completed i was notified via phone by ************ that my account was sold to them and at that time i began paying my payments online. And to this date i have not received official letter from ************ that my account was transferred to them. Since September i have not received ANY statements from ************* and i was unable to log in to my account online due to replacing my computer. And my personal calendar was removed, and i was dealing with my mother's medical situation. On November 3rd , i was notified by the ************* that ************ reported me as being late for 33 days. At that time i logged in immediately logged into the account and made all necessary payments, i never received any notification from Citizens, stating that they did not receive payment or that my account was over due. November 4th and November 7th i spent over 4 hrs on the phone, trying to figure out about my statements being mailed and trying to explain the situation, but i was being transferred from person to person and then finally i spoke to representative by the name of *****, who refused to transfer me to a manager and placed me on hold for 45 minutes. I am doing business with multiple banks and never in my life was i treated like this.Citizen should treat their customers with respect and kindness and create some connections with customers. Due to my personal situation, and not receiving any communication from ************ about my account it is extremely difficult to get any answers from them. This is just unacceptable to receive such poor customer service. For 13 years i have not had any late payments with the credit bureau.

  

  Business Response

  Date: 12/09/2022

  Please see the attached copy of our response letter mailed to our customer on December 9, 2022.
  
  Sincerely,
  Office of the Chairman
  Citizens
  

• Initial Complaint

  Date:11/07/2022

  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.

  There was a transaction done on Saturday, Nov 5th for $100.00 through zelle. The person entered the wrong phone number. I called Citizens on Sunday and spoke to a rep to cancel this transaction and he told me not to because it would take a few days for the money to return in my account and to wait till Monday. I waited to Monday and the transaction went through. I spoke to ******************* Supervisor online banking Tech who told me that once money is completed, Citizens can not do anything. The "company" Higher Grade Transporting LLC is not a real company, I have called them at ************ ******* number ) and ************, no answer. The person that I had services from is now requesting payment AGAIN. I spoke to ****** and he put in a claim in but I have to wait a week for a decision.

  

  Business Response

  Date: 11/23/2022

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