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
- 1,670 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:10/07/2022
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.
My account were hacked on 09/22/2022. I was contacted by the bank that my accounts were defrauded. They told me that my account would be closed and while under review I would not be able to make any transactions only credits would be applied to my accounts. The next day 09/23 my account was hacked again. The day after 09/24 my accounts were hacked for the third time. I have made 4 separate claims about these transactions over the course of two weeks including visiting the branch at least 4 times. As of today 10/7 I have been advised by the bank that not only have they allowed continuous access to my accounts but that due to this negligence I might not receive my refund totaling almost 1300$ This is unacceptable and I want my refund and justice. I have a police report detailing the issue dated 09/23, the day of the 3rd hacking. I need help
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 19, 2022 by way of phone.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:10/07/2022
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.
Vehicle loan shows on my credit report it was charged off, I have requested that Citizens one on several occasions asking to have this removed from my credit report. This account became the responsibility of my ex-husband in our divorce settlement. All I am asking is that it is removed from my credit report.Customer Answer
Date: 10/18/2022
I received a phone call several weeks ago from an individual who who advised me that they are looking i to my claim and hoe to remove the derogatory account based on the divorce documents but I have not heard from the business in response complaint since, only the one occurrenceBusiness 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 20, 2022 by way of phone.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:10/06/2022
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.
They changed their website and now I cant log in. The site cant find any of my info and the company refuses to fix it. When I call to pay my bill I just get my ***** busted and talked down to when ** trying to pay my bill.Customer Answer
Date: 10/17/2022
I have not heard from the business in response to my complaint.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
CitizensInitial Complaint
Date:10/05/2022
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 recently closed on a refinance back in June 2022, and Citizens owes me $300+ in fees they double charged me. My refinance went on for over a year and lots of items expired causing me to incur costs to renew or provide updated copies and documents. Im pleading and requesting to be refunded $300 please see document attached of my closing documentBusiness 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 4, 2022 via mail.
We have provided a copy of our response letter here for our customers convenience.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:10/05/2022
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.
Hello, my name is ***********************. I was in a car accident on July 6th 2022. My car insurance company paid off my car. The gap insurance was also paid off .in total the company Citizens Bank is saying they only got two checks and not the other two. I have a copy of both checks that were sent out. Please help me with this situation. My contact information is ************* Thank You.Business Response
Date: 10/19/2022
We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry.
Please note that we have fully addressed this matter directly with ************** on October 18, 2022 via email.
Sincerely,
Office of the Chairman
CitizensCustomer Answer
Date: 10/20/2022
[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:10/04/2022
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 bought an Xbox series x through citizens pay. It's supposed to be 0% for 2 years with equal payments. I paid the required amount every month. It's even in their system that I paid but they claim I'm late. They intend to report a late payment to the credit bureau. They claim I must pay on the 28th of every month. If I pay before that it doesn't count as a payment it just goes towards principle even though it's 0%. I received a statement and I paid it. As I said it's verified even through their records. I also have the statements that shows my bill for the month. Nowhere on those statements does it say it has to be paid exactly on the 28th. As a matter of fact it says you can even mail in your payment's. If you mail in your payment how can you guarantee it gets their exactly on the 28th? I made equal payments every month and it's verifiable and attached. I have an ****************************************************************** being late. I will take whatever legal action I possibly can for that. I pay my bill every month and this is how they treat me. I also went ahead and just paid off the entire loan. It says I owe $72.92 on the activity page. That's because it's 2 months $36.46 * 2. As you can see I made a payment every month on time. I received the statement in my email and I paid it. I received the statement at 3:00 in the morning and I paid it at 7:00 in the morning. How can it be too early if I paid it after I received the invoice. Also verifiable with email timestamps also attached. The statement simply says you must pay at least the minimum amount due by the payment due date. It does not specify I have to pay on the 28th exactly. That's ridiculous. They're also very rude they have no problem telling you how much they don't care. Your payment must reach us by the payment due date. Clearly according to their system even I made a payment every month by the due date. They make no attempt at a resolution. Any payment should go towards the amount due first.Business Response
Date: 11/10/2022
Please see the attached copy of our response letter mailed to our customer on November 10, 2022.
OOC Support
Initial Complaint
Date:10/04/2022
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.
It started when they gave me a loan modification during the pandamic back in 2020. They allowed me to not pay any payments for a certain period of time and that they would just ADD the extra payments to the back of the loan. It was a 15 year loan which I have NEVER missed a payment in that 13 year time frame and after the allowance of payments missed I started right back NEVER missing a payment. Now they have blocked me from making any payments and telling me I need to pay off the loan now even though the maturity date on my loan does not end till April 2023. I have called them close to ************************************************************************************* contact with someone who can. They are purposely making me default when I have the money to make my payments. They won't even take my payment over the phone. Now I am wondering hwo many other people they are doing this too. Telling them they will help them throught he Pandemic and now DEMANDING full payment or they will forclose on their home. ALL I WANT TO DO IS KEEP MAKING MY PAYMENTS TILL THE MATURITY DATE ON MY LOAN. Seems like a scam to try and take my home. I am now calling them 3 to 4 times a day because I do not not want my credit to suffer. EVERYONE I owe money to I pay on time like clock work to keep my credit upstanding and now Citizens is ruining it.Customer Answer
Date: 10/14/2022
I had to get a loan to pay them off. They told me that I signed an agrement for the so called "BALLOON" Payment. I NEVER signed anything. If my name is on a document it was not of my doing. They lady who talked to me back then during the Pandemic said she would take care of everything. So I trusted she did. So I HAND NO CHOICE but to get a loan to pay off Citizens One. I didn't want my credit to get damaged. I NEVER missed a payment for thw whole 15 years of that loan. But I guess that doesn't mean anything to them. They DID CALL me today to just say thanks for paying off the loan.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
CitizensCustomer 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
Yes they called me just to tell me that I HAD TO PAY the loan off early. My loan did not mature till Aprill 2023. I also recorded my conversation with their employee wh STATED that this WOULD NOT BE A BALLON payment but the payments would be added to the end of the loan. So I was literally strong armed into paying it off. I did NOT HAVE THE MONEY to pay it off early so I had to get ANOTHER loan to pay off their loan early. They also stated that if I did not pay off th amount that was disclosed it would go against my credit and they would start the process of taking my home. So NO! Just because they called me to state the obvious did not do me any good. They got me good. I wpnder how many others was fooled by this so called pandamic relief help. This did not IN NO WAY help me at all. It just made it worse on me in these terrible times.
Regards,****
Business Response
Date: 11/20/2022
Dear BBB,
We have received the rebuttal notice pertaining to Case #******** for *********************.
A detailed resolution was provided to our customer on November 3, 2022 via mail. (attached for your convenience)
Although this may not be the outcome ************ 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:10/03/2022
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 received well over a thousand dollars in overdraft fees since mid 2022 while also being locked out of my account multiple times for unknown reasons causing me to be unable to check my balance.The exorbitant amount of fees has caused me to repeatedly be behind on funds almost exactly by the amount I have been charged with, and I am unable to catch up due to this. I have had to take loans out and borrow money just to cover the insane amount of fees.It is not fair to make this kind of profit off of people who need their money the most. Please refund these fees.Business Response
Date: 10/19/2022
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 October 7, 2022 by way of phone.
Sincerely,
Office of the Chairman
CitizensCustomer Answer
Date: 10/25/2022
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.
Despite explaining to Citizens that I am in desperate need of the entire amount of insufficient funds fees and charges they will only refund half. I need the entire amount refunded. They locked my account unnecessarily multiple times and required me to go into their office multiple times to do anything (even when I had just done so and verified myself) (for no given reason) so I couldnt even see my balance or sign up for overdraft protection. The other amount they are withholding in fees from me is my rent money which I desperately need. I am on disability with health issues.
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,Anastasia
Business Response
Date: 11/20/2022
Dear BBB,
We have received the rebuttal notice pertaining to Case #********* for *************************************. However, there were no new concerns raised by *******************
A detailed resolution was provided to our customer on October 7, 2022 via phone.
Although this may not be the outcome ****************** 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:10/01/2022
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 May 2022, I opened an account with citizens Bank online and was offered a bonus of $400. Of the amount, I was to receive $300 if I made a direct deposit of over $500 within 60 days and I would receive up to $100, $2 per card transaction for the first 60 days. I set up direct deposit and my first deposit of over $1,700 was deposited in the middle of June and I made numerous card transactions within the 60 days. I was told the payment would be made on September 30th, 2022. On that day I contacted them because the bonus had not been deposited into my account. I was told that it should be in my account on October 1st. On October 1st, the deposit had not been made and I attempted to contact customer service and was on the phone on hold for over an hour.Business Response
Date: 10/19/2022
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 October 5, 2022 by way of phone.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:10/01/2022
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 got a car loan can not pay they fail to care and refuse to work with me which is just awful looked up a fax number and I want their fax I do not want to be called I want either email or fax because I do not want to send mail and waste money.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 customers inquiry.
Please note that we have fully addressed this matter directly with **************** on October 25, 2022 via mail.
We have provided a copy of our response letter only here for our customers convenience.
Sincerely,
Office of the Chairman
Citizens
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