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:10/14/2022

  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 went to citizens bank in **** ******** on 10/11/22. I went to the drive through to make a withdrawal but no one was attending the window. I went inside but the teller was busy so i went to the atm right inside the branch. I put my card in and tried to withdraw $1,500.00 the atm begin to dispense the cash and then stopped. A message popped up and said it was unable to dispense cash and to contact the bank. I then went to the teller and explained what happened. She was very unapologetic and unhelpful. She then told me i needed to call customer care. I then told her i wasnt able to and if she could call. She called and said the phone hung up. I waited and still nothing. The branch was then about to close, she then called someone and she said to me they would start a claim and i would have to wait 24hrs for the money to be returned. I called myself after leaving and was told the same thing. It is now 10/14 and i still do not have my money. I have called everyday and no one has helped me. I was told to fill out an affidavit and was told i could do that at a branch. Went back to the branch and that was a lie. I couldnt fill it out there. I am now still without my $1,500. And zero assistance

  Customer Answer

  Date: 10/25/2022

  [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:10/14/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account was reallocated from another bank and these turds have charged a dormant account fee, service charges for statements, etc. completely unethical also in that their customer service is non existent and getting a person on the phone to extricate my money from these thieves has been impossible.

  

  Business Response

  Date: 01/28/2023

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customers inquiry.
  Please note that we have fully addressed this matter directly with Ms. *** on December 14, 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:10/13/2022

  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.

  Citizens was paid off in 2006 but never discharged their mortgage. I called to request a discharge be recorded. At that time the customer service helped me and gave me a time frame. I called after the time frame and a new customer service gave me a different time frame. I called a third time and it was again another farther out time frame. I asked to speak to a supervisor, manager, or a complaints department. The person said they were a supervisor and hung up on me. I still do not have a resolution to a mortgage that has been satisfied in 2006.

  

  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 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:10/13/2022

  Type:Product 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.

  When they took over my account from ***** Citizens said I would receive monthly statements. I have not received any statements from them since July 7. I have written to them by regular mail and email as well as phoned them. Since they and the post office have difficulty sending mail to me on time, I asked them to please send the statements of August, September and October via email, stating that my email address is: ******************** They have not replied and I still have not received the statements I wanted

  Customer Answer

  Date: 10/28/2022

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

  I have nor received any more statements or othrt mail from them.

  An additional mail address where they may be reached is:

  Citizens

  Customer Service Center

  P.O. Box *****

  ********** ** 02940-2001

  I have not received any statements from Citizebs since July 7.
  Since they and the post office have difficulty getting mail
  to me on time, please have Citizens send me the statements of August,September and October via email.

  My email address is: *******************                                                                                             

  

  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.
  Please note that we have fully addressed this matter directly with ************************ on November 15, 2022  via email. 
  
  Sincerely,
  Office of the Chairman
  Citizens

  Customer Answer

  Date: 12/14/2022

  [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 very much for helping me in this matter. I am most grateful
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:10/12/2022

  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 am a Citizens ************* Customer. Last month, I called **************** to inform them that I was going to travel on business. During my business trip, on day 1, my business debit card was blocked from use. I called the customer service line, and was on hold for 4.5 hours. When an associate finally answered the card was unblocked and I was reassured that the card would be active for the duration of my trip. It did not work the next day. The next day, I called and spoke with a branch employee and he informed me that indeed there was a block on the card, and unblocked it he reassured me again that I would be good to go. The card did not work. The next day, I called, again, and spoke with a branch manager. I was informed that she fixed my account. The card did not work the next day.I gave up for 2 weeks and enjoyed my trip. By this time, all of my business automatic payments began to default. I am unable to run my business. I called, again and spoke with a branch manager. This time, I was told that there was nothing she could do, that my card "appears to be working" on her end. She hung up the phone. I am at a loss of what to do? I have a business bank account that I am unable to use. The bank tells me that there is nothing wrong with my card, yet, it does not work. At this time all of my business payments are being declined, and I do not know what to do other than move from the bank to another bank that actually has customer service.

  

  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

• Initial Complaint

  Date:10/12/2022

  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.

  My complaint is regarding the *** charges. Normally you get until the next day by 10 am to correct your account but on Friday November 7, I didnt received that opportunity, I was charged fees immediately, so I called and talk to a representative on Friday who realized thats what happened and advise me I will be refunded, so now its Wednesday November 12, and I called to check why I havent been refunded and the representative advise me that I didnt qualified for refund and he didnt know why that person wouldnt have told me that. I advise this representative that I wasnt giving the opportunity to correct my overdraft and was charged immediately. I was advised that the fees would show but if I paid what was overdraft the fees would have been reversed. I advise that never happened before, the fees normally show after the time period is up, but heres is how I know he lying , I made a deposit Thursday night assuming I made my deposit before 12 am and they posted the *** charges and charges still after midnight advising me that my deposit was on hold

  

  Business Response

  Date: 10/28/2022

  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 October 14, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:10/11/2022

  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.

  303 unauthorized transactions and closed my account

  

  Business Response

  Date: 11/07/2022

  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 7, 2022 via mail. 
  We have provided a copy of our response letters here for our customers convenience. 
  
  Sincerely,
  Office of the Chairman
  Citizens

• Initial Complaint

  Date:10/10/2022

  Type:Sales and Advertising 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.

  Details are in attached PDF but here is a summary. - I pay for flood insurance on my property which is >$3000 a year. I had a survey done on my property which deemed my home out of the flood zone. I contacted Citizens for their process to remove the *************** and submitted a Letter of Map Amendment (****) to Citizens on 8/23/22. I just got off the phone with them on 10/10, and they still haven't resolved the issue. They didn't process the ***** They didn't call me back with any updates. They sent the dispute to Core Logic without the **** so it was declined. Then I called back and had to talk to Core Logic myself, and then it got fixed. This should have been resolved in mid-September. They're costing me $ because I'll pay a premium in October now which I shouldn't be paying, which is $274 per month. I also can't get my escrow refund from the Flood provider until Citizens sends me a letter stating the property no longer requires flood. So they're actually going to cost me money in this process because of their incompetence.

  Customer Answer

  Date: 10/21/2022

  I have been contacted by the business and spoken with them, but my issue is not yet resolved. Im awaiting another call to see if they can prove answers around my questions.

  

  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:10/09/2022

  Type:Customer Service 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.

  Citizens bank charges 35 overdraft fee and if you haven't paid they charge 30 more dollars for a service fee after four days I really feel like this is a scam not only are you charging over drafts but also 30 dollars every fours day if you have not paid off the debt yet

  Customer Answer

  Date: 10/21/2022

  [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:10/07/2022

  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.

  Citizens Bank is holding my money in a limbo after refusing to move them from my savings account to a different bank. I needed the money urgently and they have put an hold on the transaction TWICE. I called customer service several times and was put on hold for over 4 hours in different phone calls across 3 different departments. I already verified the external bank account and my identity over the phone TWICE. I asked them to mail me a check if that was easier, they said no. They now want me to go to a branch but I don;'t have a branch in my city (*********, **). RELEASE MY MONEY IMMEDIATELY

  

  Business Response

  Date: 10/13/2022

  Please note that we have fully addressed this matter directly with ************; ***********;on enter 10/13/22.  A detailed response with enclosures has been communicated to the customer by telephone.  In the interest of protecting our customer's privacy, we are unable to provide you with any additional details in this matter.
  
  Please let us know if we can be of any further assistance.
  Office of the Chairman