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:11/07/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  THIS COMPANY AND WAYFAIR ARE FRAUDULENT STAY AWAY!!I ordered with wayfair months ago i never received the packages for months ******* told me that *** delivered it for months *** could not locate the tracking information. In October ******* finally told me fed ex shipped it. fed ex said they show it was delivered but since it did not include a picture they cant verify if it was actually delivered or lost. They said wayfair needs to complete the lost package procedures because it has been within 12 months. I contact wayfair they refuse to open the procedures per ***** direction. Citizens has been charging me for items i still have not received. Citizens then told me it doesnt matter if i didnt have the items i still have to pay for items i dont have. Stay away from this finance company and wayfair my credit has been ruined because of items i dont have. I uploaded all of the support documents

  

  Business Response

  Date: 02/02/2023

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customers inquiry.
  Please note that we have fully addressed this matter directly with **************** on February 2, 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:11/07/2022

  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.

  I have called Citizens multiple times in regards to being billed late fees. On July 19, 2022 all of my late fees were paid up per the amount requested on the letter sent by Citizens. NO payment has been late after zeroing out the balance requested to become current. (I have proof of this). Yet the following month of August, I was billed late fees of $104.25. This made no sense as I had just brought the account current to a zero balance. I have called multiple times asking Citizens to fix this issue since August but the fees have yet to be removed. Instead, my calls are met with continued rudeness and disregard for my concern. The hold times are excessively long as if to discourage assistance. I have not been late since clearing the requested balance. The fees assessed are accruing an unfair interest, this hinders my credit as it is false information. In addition, this car was totaled Oct. 16, 2022. The car was paid off by *****. I contacted Citizens to stop billing me, but the billing has not stopped. Instead, I am now in collections with the late fees attached. How is Citizens billing me for a car that doesn't exist? How am I in collections when I haven't missed a payment? Also, Citizens sent an inaccurate payoff amount to my insurance company in an attempt to get additional money that they are not entitled to. Citizens included a November note along with the late fees, which are not applicable. They are refusing to release me in good standing when no additional money is owed. I reached out to Citizens again today and they refused to correct their mistake. This is exhausting, I am 78 years old and I am beginning to think that Citizens is trying to take advantage of me being a Senior. Please help .

  

  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 Ms. ***** January 10, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:11/05/2022

  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.

  I am owner of ctizens financial group.. a part of ********** of Scotland ....and ****** real estate ***** Address on file is ******************************************************* . And ******************************************* . ***************************************************************************************** . *********************************************************************** *** ** , *********************************************************************** *** ** . 927 ************************************************************* *** ** . ***************************************** . ******************************************** , ************************************************************ . United financial mortgage corp .********* ** . Out of business merger into citizens financial group . ****** ************** *** ** . I am a heir and owner of the Rothschild family bank and the ************ standard oil companies ****** station . Owner by way of reward . beneficiary owner . From old owmer ************************* , aka ********************* , ************************* and *********************** . ...u will run the ****** too all this information .****** exam too rh federal government agency . My IRS tax certificate registration says owner . ...too all of this . ****** *** foundation and Coldwell banker association aka ******* ***** international . Including this information .xome auction LLC . Aka Nation star mortgage . Owmer of all this information in this text .I am asking for cpa accounting too all of this all ownership paper y'all have for me. My prinplal place of business too all of this . And the bank account . The trust agreement of all of this was put into a trust fund in year of 1/1/1900 . And 12/21/1999. The trust agreement on all these companies said release date too me as the new owner is 5/2/2020 . And 5/2/2022. All pass due . Too me as ownership too all the information in this message I am not a shareholder .I am the employer tax payer too all of this . Please deliver to me all I am ask for in this message .I have too pay taxes too all of this .as the owner and I want too be in my company office too review everything I own in it. For a profit . If this is a soleproprietorship .or a incorp. I am ether chairman or general partnership .same .

  Customer Answer

  Date: 11/16/2022

  I have not heard from the business in response to my complaint....he said he send the issue too the ****** department too find out who owns it . ****** exam from the *** too see who owns it and found the company from the **** s .ok so wait for a owner report from government .

  

  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:11/05/2022

  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 cant be on hold forever three issues i want my card ending **** unlocked i want to dispute unauthorized charge 100 dollars by ************************* on 10-30-2022 . and i need to get back online i called got disconnected cant get online locked out. please also cancel this card reissue a new number. please dispute 100 dollar charge ********** told merchant unauthorized. cant wait 40 minutes on phone.

  Customer Answer

  Date: 11/16/2022

  I have not heard from the business in response to my complaint. a message was left i have been hospitalized asked her to call me friday am 18th to resolve.

  

  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  

  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.  i believe this is resolved.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:11/03/2022

  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 is using misleading promotional claims and marketing scams to open new accounts. I received a marketing mail-in promotion to opening a new account and receive a $600 for qualified new accounts. The branch manager in *********************, ** opened two new accounts on April 1, 2022 using my promotional flyer and promised $300 for each account by the end of August. However, 6 months later nothing was ever deposited. Neither account had received the promised $300 although every condition required on the accounts deposit activity was meticulously followed. I was forced to spend hours on the phone and to visit two branch locations in order to receive any assistance. A month later, on 09/28/22 I received one $300 deposit for one account with no explanation or apology for withholding the promised deposit. When I went back to get some clarity, the banker denied the second deposit of $300 for the second qualifying account by adding a new condition of additional month deposit for July. The original condition was as follows: "To earn $300 bonus you must open your first savings account on the same date as the new checking account, and make at least one deposit of $200 into the new savings account every month for 3 consecutive months". This was explained by the manager to be ****** May, June. Now 7 months later, the Bank added a forth month (July). The manager who opened my account is gone by the time the account was "eligible" to receive the promised promotion, and the other manager refused to honor it even though they promised it and I still have the old marketing flyer. I have spend weeks and hours on hold calling corporate, and going in person to talk to two branch managers trying to get some help during September and October. Both branch managers refused to honor the promise made by the manager who is gone now. This bank entices people in thinking this is a big reputable bank you can trust, but you end up being a victim of a marketing scam lured with false promises!

  

  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. ************ December 13, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

  Customer Answer

  Date: 01/30/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [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
  

  After 3 moths of delays and refusal to honor the original bonus offer, the bank offered a partial credit as a "one time courtesy". Considering all the time invested (September through December) in visiting the branches, calling the corporate office, and working with 3 different branch managers, this partial "courtesy" credit is too little and way too late.

  There is no "courtesy" in refusing to honor the promotion originally promised when accounts were opened, not paying it in August as promised, and then after dragging the customer through hoops and loops for 3 months honoring it partially. The bank should have offered it in August, not in December, if this is their solution to honoring this new customer promotion. Clearly, how this issue was handled, the bank did all they could to bring the customer to exhaustion and have the customer abandon any hope of receiving the promotion promised in April.   
  

  Regards,

  ****

   

   

  

  Business Response

  Date: 02/16/2023

  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 16, 2023 via mail. 
  We have provided a copy of our response letter here for our customers convenience. 
  
  Sincerely,
  Office of the Chairman
  Citizens

  Customer Answer

  Date: 02/21/2023

  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
  

  
  

  The information provided by the Bank is false and deliberately misrepresented the history of deposits. The letter stated: "no deposits were made during this time". That is false and NOT true.

  
  

  Here is the actual history of the deposits made into Savings account over 90 days:

  
  

  04/01 400.00
  04/08 200.00
  04/25 200.00
  

  05/09 200.00
  05/23 200.00

  06/03 300.00
  06/21 300.00

  
  

  In total: $1,800.00 were deposited in 3 consecutive months from the date of opening during April, May, and June.
  

  
  

  This is the 90 day requirement of deposit activity as stated when my account was opened. If they wanted 120 day deposit activity (April, May, June, + July) they should have informed me about it in April when the account was opened, not 10 months later when there is nothing I can do about it at this point.
  

  
  

  Hence, the bank rep is deliberately stating the false information and manipulates the terms of the promotion 10 months after the account was opened in order to mislead and withhold the promised account bonus. This was my experience with this bank since September, 2022, when I first contacted the bank about missing $600 bonus.
  

  
  

  Regards,

  ****

   

   

  

  Business Response

  Date: 04/01/2023

  A detailed response has been communicated to ********************* on March 28, 2023 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

  Customer Answer

  Date: 04/04/2023

  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

   

  As stated in my prior communication, disregarding the terms of the offer of 90 days of deposits as stated by the branch manager on April 1, 2022, and enforcing NEW terms of ******************************************************************************************************************************************* time to ****, 2022 and honor the new terms of 120 days deposit activity. The bank knows that this is a dead end requirement as it is presented a year later, yet the bank's office enforces it as if there is anything that I can do about their new terms of deposit activity for **** of 2022.

  Customers should know about this experience and be warned not to trust the bank set on doing anything they possibly can to not honor the terms of their agreement. This was an extremely exhausting experience dealing with this bank from September, 2022 through April, 2023.  

  
  Regards,

  ****

   

   

• Initial Complaint

  Date:11/03/2022

  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 have a checking account with New ******************* (NYCB). I mailed a check to the *** in the amount of $5,282, made payable to the ** Treasury. According to NYCB, on or about May 17, 2022, the check was fraudulenty negotiated at Citizens Bank ******************** by a private individual, despite being made payable to the US Treasury.I have documentation supporting these allegations. NYCB also has supporting documentation.I hereby consent for you to speak to NYCB and Citizens Bank NA with respect to this matter.

  

  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 customers inquiry.
  Please note that we have fully addressed this matter directly with *************************** on November 17, 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:11/02/2022

  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 Auto Finance is reporting my social as liable for a loan that I have nothing to do with. I tried calling them to ask that they stop reporting this to the credit ***** as it is causing me issues with my credit. The representative I spoke with insisted that I would need to hold on the phone for one hour before they would help me. This is an issue created by this company and they are suggesting that I wait on the line for over an hour to see whether they are willing to help me with the problem they created.

  

  Business Response

  Date: 03/14/2023

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

• Initial Complaint

  Date:11/02/2022

  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.

  Called in over a month ago to make a payment on an auto loan, unenroll in auto pay, and advise that I had lost my job. Since then theyve taken money out of my account transferred me from person to person with not one taking responsibility. One person did unenroll me from auto pay but no assistance with deferment or refunding my money that they were not supposed to take.I placed follow up calls with *************************** assigned to my complaint and ever received them back. She later sent a letter about a PHONE loan when I was addressing an AUTO loan. A follow up call stated they would place me on forbearance if I make a payment. They said they would email paperwork but it was never received.Citizens is activity trying to hurt their customer base possibly for write offs for annual reporting. If this issue is not resolved soon I will be forced to contact an attorney. I'm looking to receive my refund for the wrong month deducted Have someone competent assigned to my case Be enrolled in forbearance for the two month verbally agreed on the phone - call recording would show this Possibly call me to arrange take back of car and zero out loan or have another company take over the auto loan and close my current account --As for BBB there was no option to report the that I received a call and called them back multiple times and never heard back. Do not close out until actually resolved.

  Customer Answer

  Date: 11/13/2022

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

  

  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 November 30, 2022 via mail. 
  We have provided a copy of our response letter here for our customers convenience. 
  
  Sincerely,
  Office of the Chairman
  Citizens

  Customer Answer

  Date: 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. Thank you to *************************** for her help. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:11/02/2022

  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.

  An escrow shortage on our house payment was given to ** by mail of $4,320.66. This would push our monthly payment from 720 a month to *****. This shortage wasn't told to us until today 11/02/2022, even though it goes back almost a year.Being on a very limited income, this is unacceptable. Tried ************* such as paying the shortage by credit card, but they don't accept them.They did offer paying it over 2 years, but that would still make the monthly payment at 985. Still hard to come up with.It would have been much better if we had been warned it was coming, instead of getting a years worth of shortages all at once.

  

  Business Response

  Date: 02/16/2023

  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 16, 2023 via mail. 
  We have provided a copy of our response letter only here for our customers convenience. 
  
  Sincerely,
  Office of the Chairman
  Citizens

• Initial Complaint

  Date:11/01/2022

  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.

  Citizen pay holds two accounts of mine and have a website to pay. I have never received a paper bill from the company. I switched banks and was not abled to access their website to make changes for auto draft and have been on the phone for multiple hours with citizens pay in regards to. Every time I called to get online access I was taken to an old site that showed no past due. I have talked with reps and they assured me I was good to use the site. Today 11-1-2022, I finally talked with a rep that got my access to a whole new site, but told me my payment was 48 days past due. I have called reps and ask to speak to supervisors and they tell me there is no one.

  

  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 3, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens