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.

  28 State St Boston, MA 02109-1775

  
• 

  Citizens Financial Group, Inc.

  148 College St Burlington, VT 05401-8476

  
• 

  Citizens Financial Group, Inc.

  464 Hope St Bristol, RI 02809-1806

  
• 

  Citizens Financial Group, Inc.

  409 East Ave Pawtucket, RI 02860-5284

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/20/2022

  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.

  see attachments!

  

  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

• Initial Complaint

  Date:10/20/2022

  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.

  This complaint to the BBB is not a new complaint. This complaint was created back in 2021 and has never been resolved. I have left several voicemails and have only received one in return. And this is what it says " "Hi this message is for ******* weekends my name is ***** I'm calling from the office of the chairman within citizens Bank regarding a complaint that we received I'd appreciate it if you give me a call back my number is ************ and my office hours are Monday through Friday 8:30 AM to 5 PM Eastern standard time I don't answer the call right away when you give me a call back it's likely because I'm on the phone assisting another customer so I'd appreciate if you can give me your name your contact number and the best time to reach you and I'll give you a call back within 24 hours I look forward to speaking with you..." I have tried to contact the office several times leaving plenty of voicemails. The only communication is they are denying a letter stating that it was in bank error with the process of this claim. The most recent voicemail I left was dated October 19, 2022 requesting a call for the second time. Expressing my concern that if ****** could not handle my situation I would like to speak with her supervisor. They can give me a call at ************. The letter stating in bank error was due to the fact the vehicle was totaled, and all documentation was not collected and processed correctly. Causing my credit score to drop 60+ points in one day.Due to the situation, not being addressed and taken care of appropriately I am continuously getting harassing calls concerning this balance. I have made it known to every single agency that they keep passing the account to aware of the situation. I have tried to give them *****'s number and they declined to take it stating all they are to do is to collect the money. I told them they needed to contact citizans Bank for up-to-date information and request to speak with *****!

  Customer Answer

  Date: 10/31/2022

  Good morning, 
  
  
  The company did reach out to me and left it voicemail on Friday. I will touch bases with them being the office was closed by the time that I got the voicemail. I will update as soon as possible.
  
  
  Thank you, 
  
  
  *******
  

  

  Business Response

  Date: 11/14/2022

  Please see the attached copy of our response letter mailed to our customer on November 14, 2022.
  
  Sincerely,
  Office of the Chairman
  Citizens

  Customer Answer

  Date: 11/15/2022

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

  [I would like to state that it is not the customers job to retrieve all information for when the vehicle is totaled. My insurance did their part in paying the total loss however, it was the responsibility of the bank to retrieve the extended warranty money. If you wanted me to pay as the customer, the total balance I could have done that and kept the extended warranty. But there was no communication, and when I say none from citizans Bank at all from the date of the total loss until I reached out to the Better Business Bureau! I received the runaround being transferred from one representative to another, and finally had to get the Better Business Bureau involved! this is absolutely absurd. As I stated to *****, I have documentation from the extended warranty company and the company that we purchased the vehicle from stating that it is not the responsibility of the customer to gather information. If I would not have done that, nothing would have still yet been completed. But because of me working getting a hold of the extended warranty company  you guys received another payment toward the loan. 

  Unfortunately, the same thing that has taken place with the last representative at citizens bank is the same thing that is taking place with ***** as it did with *****. Hello my name is ***** from citizens Bank office of the chairman I'm calling in regards to the complaint office receipt for the auto loan under the name if you could call back for further information my phone number here is ************ thank you so much have a good day The representatives leave a contact number, and then disconnect the phone. So there are no ways of communicating with citizans Bank after the initial communication once the Better Business Bureau gets involved. I would like to have someone reach out to me to see what we can do. The balance can, and will be paid in full upon receiving a letter, stating that it was in bank error that this was reported to the credit. In error due to the fact that citizans Bank did not do their job, not that the paperwork doesnt say that the customer will continue to make payments, but that the customer had to do the job of what citizans Bank was supposed to do. If someone there at the bank should have completed their job I would not be in the situation.]

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 01/03/2023

  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 **************** on December 23, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:10/19/2022

  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.

  This bank has a sketchy overdraft fee policy that I feel is borderline criminal and sounds like exactly what got **** of America in a lawsuit. I made two transactions 09/06/22 which put my account in the negative. I was charged a 35$ overdraft for each transaction which I accept since I did overdraft the account. Thank bank also has a policy that every three days your account remains negative, they add an additional fee of $30 up to 3 times. I was charged this sustained fee on 09/12/22, 09/15/22, 09/20/22 which totals $90 dollars. I just don't understand how they can have a policy like this that is taking money from people who are clearly struggling. They stated they can only remove 2 fees a year so at this point they are refusing to remove anything. I would like to have those additional fees removed and I have no problem depositing the rest of the money to bring account current because again, I believe the "sustained Fee" this bank charges are very sketchy and unprofessional.

  Customer Answer

  Date: 10/30/2022

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

  

  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:10/19/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Me and my mother *************************** had a joint account with investors bank which is where her social security checks where going at the time. My cousin texted saying she sent money via Zelle to me which our bank account is connected to. I login to the account to see how much was sent, however it showed no available balance or anything. Never seen this happen so I called bank to find out what the problem was with my mobile app and I was told the reason I am no longer able to see anything is because my account is being investigated once its resolved I will then be able to see everything again. I asked why is this and was told they dont know and that is all the information I can be given. I waited two weeks before calling in again to find out why my account has not been resolved yet and basically told the same thing from the first time I called bank. After three more failed attempts of getting answers I drove 1 hour ************************************** along with my mother to get answers because her social security check was directly deposit into the bank account and we still had no access to the account in any form whatsoever. It took ******** from the branch 20 minutes calling around to find out whats going on because her computer wasnt showing anything. She said the account was under investigation for a check that was deposit into the account months prior that had been recalled/bounced. Asked if me or my mother deposit a check in the certain amount or know something about this. Our answer was know so she dug some more then said wow thats weird the check in question is not in my name nor my mothers. She was able to pull up the check in question which had one name on it I did not know and another name which belongs to my cousin who had Previous lived with us. So we started the process of fraud claim and turned in all documents asked of us to continually be given a run around and then finally sent a letter saying account was closed while waiting for ******** reply

  Customer Answer

  Date: 10/31/2022

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

  

  Business Response

  Date: 11/23/2022

  Please note the issue was resolved with the customer via telephone today November 23, 2022.

  Sincerely,
  Office of the Chairman
  Citizens

  Customer Answer

  Date: 11/28/2022

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  Shaheen

   

   

• Initial Complaint

  Date:10/18/2022

  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 continually tried to work with Loss Mitigation and explained I applied for bankruptcy and HEMAP, but I was detained and now participating in ****************** Adult Rehab. I had in January 2022 uploaded all needed documents and forwarded my address with the post office as well as Citizens. While here I am not able to use the phone much and I was not served foreclosure paperwork in June. Now I'm able to use the phone I had mailed them continually with a new address and they continue to send to the old address. They refuse to help and I believe it is because I was selling the home and they found out how much it appraised for. Now I get the run around-when I call they just say upload and its too late because of foreclosure and sheriff sale. I filled an emergency stay of sheriff sale but heard nothing. I am trying to file civil charges, but they wont direct me to a legal address or legal department to file suit. I could never get any "case manager". Please at least see why they refuse to help all this time. I know the loan is very late, while away the people who were supposed to pay for the loan, destroyed much of the house and stole the money. There is a police report and civil suit that I won, but I am in ************ until March so I really wanted to return to my home. I can pay, but no one will tell me how much or if it would save my house or not. I continually messaged and called asking and no one knew. I can pay-if it will save my home but no direction is given.

  

  Business Response

  Date: 12/02/2022

  Please see the attached copy of our response letter mailed to our customer on December 2, 2022.
  
  Sincerely,
  Office of the Chairman
  Citizens

  Customer Answer

  Date: 12/05/2022

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

  [I informed them time and time again that I was detained at the ************************ where we do not receive mail.  I understand and did include that I applied for bankruptcy and PAHFA help, but also could not

  reach them due to detention.  All, I ever asked for was information; however, due to my being a single woman, with a criminal record and ***** on the house, no one responded except by mail which I could not receive and 

  e notifications I could not receive.  My home is already gone and I understand it was my fault.  I mainly want at this point some kind of notification in Citizens file showing that they did not respond during the entire process

  when I was trying to work with them. I continued in January of 2022, to upload all needed to Loss Mitigation with no responses to what more was needed or any casemanager response that was by phone or even email.

  You may close this complaint, but I am not satisfied and I'm certain they will continue to not work with those like me who are single, struggling females.  I appreciate the BBB in this process. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 12/15/2022

   
  
  We have received the rebuttal notice pertaining to Case #******** for **********************************
  
   
  
  Please note that we have fully addressed this matter directly with ****************** via mail on December 2, 2022 when responding to a similar complaint filed with the Consumer Financial *****************.  
  
  
  We have provided a copy of our response letter only here for your files.  
  
  Although this may not be the outcome our customer had hoped for we feel we have fully addressed this matter and consider the issue resolved.  We request the case status be updated accordingly.
  
   
  
  Please let me know if you need any further details.
  
   
  
  Thank you,
  
  *****
  
  Office of the Chairman
  
  Citizens
  
   

• Initial Complaint

  Date:10/18/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 10/10/2022 I deposited enough money in my account to cover all overdrafts I had, and I deposited it as cash so it posted instantly and showed my balance was positive after depositing cash, even with the pending charges. I assumed with the "Peace of mind" overdraft policy they had since I made my account positive before any over draft fees were incurred I would be able to overdraft ONE more time and pay it the next day without any fees being incurred (per the peace of mind policy". On October 1 1th and 12th hey decided to pick and choose where *********** went to which pending charges (not to the oldest charges then to the newest as you would expect, so they charged me SEVEN overdraft fees. I managed to get them to remove 4 of them and asked them to remove 2 more since I should have only been assessed ONE since I only made one overdraft transaction for a $75 charge since 3 charges I had were from friday October 7th and monday october 10th was a Holiday and the bank told me I had until tuesday to repay those 3 charges. Well on the 11th they hit me with $105 in overdraft fees even though that monday was a BANKING HOLIDAY. So that wiped my additional money out that I deposited on the 10th and they charged me an additional 140 for 4 od fees. Now I don't know how they determine what gets sent where but they are crafty and I want nothing to do with a bank that lies and treats its customers like this. I got them to refund 4 of the charges (probably the 3 that should have never been there in the first place and one from the set of 4) and again, I'll admit to ONE overdraft but when I tried to explain and asked for 2 more to be removed and that I would pay ONE overdraft and the principle amount I owed I was given a generic answer telling me to go take a walk and pound sand. I have NO INTENTION OF PAYING THIS BANK ONE CENT UNLESS THEY FIX THIS AND MAKE THEIR POLICY EASIER AND MORE TRANSPARANT FOR DISABLED PEOPLE TO UNDERSTAND.

  Customer Answer

  Date: 10/28/2022

  [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:10/18/2022

  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.

  To whom it may concern, I, *************************** am writing you as an aggrieved man. My identification was stolen, and a CITIZENS BANK account was opened in my name without my knowledge and or consent. I, *************************** am not and have never been a customer of **********************. I have obtained a police report regarding this fraud and am forwarding it along for you to view. Please remove this fraudulent debt out of my name poste haste. Thank you.

  Customer Answer

  Date: 11/01/2022

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

  

  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 **************** November 4, 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:10/17/2022

  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 received an attached letter from the CITIZENS. But I haven't open any account with CITIZENS. SAVING ACOUNT # shows in letter is XXXX-XX7557. I tried to call the phone # on the letter ************** to close the account but they said they would not verify if I don't give them my SS#. I don't want to give them my SS#. They said I need to stop by the branch to close the account. But I am living in ********** but the branch is in East Coast only. I would want this account should be close.

  

  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 Ms. ** on November 4, 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:10/17/2022

  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.

  Opened accounts and should've received $600 bonus for qualifying activities,did not receive. No resolution after multiple phone calls to the branch.

  

  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

  Customer Answer

  Date: 11/03/2022

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  *******

   

   The ****************** Manager,********************* (NLMS ID#************ set up the accounts,told me that I did not have to set up a direct deposit to get the bonus,just that I had to make a one-time deposit of $1,000,which I did in cash.

  I don't see anywhere on the savings account offer that says the first deposit doesn't count,just that 3 monthly deposits that total $600 must be done on a certain date,which I did. As I opened the account in April,the bonus should have been paid on 06/30/2022.

  

  Business Response

  Date: 12/21/2022

  Hello,
  
  Please see attached copy of our response letter mailed to our customer December 21, 2022.
  
  Please let us know if we can be of any further assistance.
  
  Thank you,
  Office of the Chairman
  Citizens

• Initial Complaint

  Date:10/15/2022

  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.

  I recently opened a Citizens Bank checking account. I had intended for this to be my main account with my recurring bills and deposits. However, not long after opening this account, I had fraud occur on it. Literally every single transaction on my account was money transfers. My account was wiped clean. I didnt even have enough funds to buy Postage for items that needed to be shipped from my business. I called Citizens to inform them of what was going on. About a week later, after not being able to sign into my account, I called and was informed that my account was under review or something like that. Citizens obviously doesnt care about the money in its customers accounts and would rather freeze accounts for no valid reason opposed to helping their customers to recoup their lost funds. My family is going to lose our home, everything. I havent even been able to buy food. My business will sink. This bank does not care. Worst decision of my life entrusting them with my funds. I am told to file a complaint with the ***** which is my next step. After that, I have a meeting with an attorney on Wednesday and hopefully we can figure this all out.

  

  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 29, 2022 via mail. 
  We have provided a copy of our response letter only here for our customers convenience. 
  
  Sincerely,
  Office of the Chairman
  Citizens