Complaints
This profile includes complaints for Citizens Financial Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,669 total complaints in the last 3 years.
- 471 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a couch from Z Gallery and I financed it though this credit company Citizens Pay. When the furniture arrived it was incorrect and was sent back as soon as it was delivered. This was in June of 2022. In September I started getting collection calls from Citizens Pay in regards to a pass due amount of $63 for interest. They went ahead and reported that I was 30 days late on they payment. The payment I should have never been charged for and has now been satisfied. They need to removed the 30 days late on my credit report. They are doing bad business and I feel discriminated against.
Business Response
Date: 11/22/2022
Please see the attached copy of our response letter mailed to our customer on November 22, 2022.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:10/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Last year in July citizens put all my student loans into collections while I was still in school, claiming they were over 120 days past due. I fought to have them take them out of collections by proving multiple times I was still in school. After several denials I decided to settle the loans through the collection agencies they sent them too. After settling the loans citizens somehow recalled the loans from them and started trying to collect on them again, saying they were once again over 60 days past due. I have proof that I settled them and they will not adjust although they are clearly settled. They have now ranked my credit twice with no repercussions and no help to me the consumer.Business Response
Date: 12/20/2022
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 December 12, 2022 by way of phone.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:10/27/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
October 27, 2022, across 9:30 AM to 10:30 AM I made multiple calls to Citizens Bank customer service. I called ************. Every time I call the automated system reports "Due to higher than normal call volume" and there is no answer after many minutes. It appears that the normal call volume is beyond the Citizens Bank capacity and there is nothing "higher than normal" involved. There is no evidence they provide any customer service at ******************** needs to actually provide customer service and answer their telephone.Customer Answer
Date: 11/07/2022
Someone claiming to represent the business called me in reference to complaint #********. However, there is no indication that Citizens Bank is doing anything differently or could be expected to actually answer their customer service telephone number.Initial Complaint
Date:10/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Applied for Upgrade+ via Bestbuy and was approved at $3800. I was given a message I wouldn't be able to place the order until Citizens Bank contacted me within 24 hours to confirm my identity, this is because I have an initial fraud alert on my credit report.It has been 2 days now and I have no heard anything, in that time Citizens has made a hard pull of my credit report, I have called in to a number of times to see if I can speak to someone and I am told that the department that deals with it is outgoing only and I will have to wait but its never more than 24 hours. 2 days later and I still have not heard from them, im concerned because the lender has performed a hard pull and my score has dropped and I am reluctant to apply again for this very reason.Business Response
Date: 12/01/2022
Please see the attached copy of our response letter mailed to our customer.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:10/26/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In accordance with the Fair Credit Reporting act CITIZENS BANK Account number ******* , has violated my ********* U.S.C **** Section 602 A. States I have the right to privacy.15 U.S.C **** Section 604 A. Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions Under 15 U.S.C. ****i (7) Method of verification this account is in violation it was reported without valid evidence FDCPA section 807 Violation misleading false reporting Please provide me with complete documents with my wet signature that I owe this debt.Business Response
Date: 11/30/2022
See attached responseInitial Complaint
Date:10/24/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Id like to know how a financial institution is allowed to make the decision to not cash US savings bonds for established customers. Ive had an account at Citizens for well over 10 years I believe and actually hold several accounts, but went today to cash a mature bond that was given to me by my grandmother and was told Citizens no longer cashes bonds. According the treasury theyre required to do so for account holders: https://www.treasurydirect.gov/forms/sav0022.pdfBusiness Response
Date: 11/09/2022
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 9, 2022 via mail. We have provided a copy of our response letter only here for ***************************
convenience.
Please let us know if we can be of any further assistance.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:10/24/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had a refund check go to that bank after I closed the account. Citizens will not give me that money. They give me the run around. Everyone I speak to has a different story. Its been over two months since this was refunded to the bank and no one has a solution for this problem. They are just keeping my $900 check. They keep telling me it got lost in the mail, they have to hold it for 10 days, I will have it soon. Just the run around. They are terrible. No one has actual answersBusiness Response
Date: 11/25/2022
Please be advised the matter was resolved via telephone with our customer.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:10/24/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On September 30, 2022 a charge of $56.97 appeared on my bank account. I immediately called the bank to report a fraudulent charge and a claim was made by customer service. The claim was denied because it was filed improperly.They day of the fraud ******** gave me the number of the company that charged my account. When I called I was told that I signed up for a subscription. I told the representative that I never made such a charge so the representative closed the alleged account. The contact number of the company is ************. They claimed I bought something from defined garden which is on a supposed website: bargain deals warehouse direct.com.I never heard of this business nor did I receive any merchandise or any type of confirmation for the alleged Subscription. To date I have not received a refund from the company or the bank. This has been extremely distressing as I am on a fixed income. This charge still remains.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 1, 2022 by way of phone.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:10/23/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I've completed Opt-Out requests both permanent by mail and electronic, and Citizens Bank continues to send me offers to my residential address. As I stopped having any business with Citizens Bank almost ten years ago, and conceded to receiving any correspondence at my residential address in the first place (I use PO Box for all correspondence), and have completed permanent opt-out requests, Citizens Bank should not continue to send me offers via mail to my residential address, or at all.However, Citizens Bank continues to send unsolicited mail to my home address without my consent and in spite of my opt out request.Business Response
Date: 11/09/2022
Please see the attached copy of our response letter mailed to our customer on November 9, 2022.
Office of the Chairman
Initial Complaint
Date:10/21/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have had a checking account with them since 2016. I made one mistake on my PayPal account, trying to transfer funds, not realizing it was connected to my citizens bank and trust checking account. There was not enough in the account to transfer so they charged me an overdraft fee even though no money was transferred. Now my account was in the negative because of the overdraft fee and they continued to charge me daily for that. I was unaware of what was happening. When I went to the bank one day to cash a check they told me my account was closed and I owed them $115! They showed no compassion when I told them I was unaware and told me that I owed them that money no matter what. I can't afford to pay that as I am disabled, on a fixed income recieveing ssi. I think its wrong of them to charge me and close my account. I don't want to have that on my credit report either.Business Response
Date: 11/03/2022
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 3, 2022 via mail.
We have provided a copy of our response letter here for our customers convenience.
Sincerely,
Office of the Chairman
Citizens
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