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
- 1,667 total complaints in the last 3 years.
- 467 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:02/17/2025
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 applied for a HELOC and Citizens advertised a certain payment. During the closing process on on January 2nd 2025. it was clear that the closing agent did not understand how to explain certain areas on the closing documents. As a result I was not aware that I had to select a certain repayment option that would allow me to get the payments advertised while I was applying for the ****** On 2/15/2025 I received a notification that my payment was declined due to insufficient fund. Citizens did not send me a statement so I was unaware the my payment was not as originally advertised. This is very misleading and the closing agents need to do a better job of making sure that the documentation is properly filed out. I would like my payment to be corrected and adjusted back to the origination of the loan to ensure they I can pay the loan with being delinquent. This misleading practice is going to causing me financial hardship.Customer Answer
Date: 02/27/2025
I received an initial call. They are reviewing all the details but they have not connected my regarding a solution to the complaint. I am waiting for a call back with a potential resolution.
Business Response
Date: 03/13/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:02/16/2025
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.
January 27, I received an auto-generated email stating that my auto-payment had been canceled per my request. I did not authorize any such cancellation. Upon logging into my account, I observed a zero balance and a zero due status despite an upcoming payment scheduled for February 1. I received the standard upcoming payment notification Jan 18, days before this issue arose, I have the original electronic communications for each of these as well as every other contact. Furthermore, when I attempted to make a manual payment, the system would not allow it. I then Called citizens. Transfered around for two + hrs. told to "wait and see". I filed a complaint with Citizens, no response. Then I filed with **** (now defunct). No resolution. I am not in default. I have a multiyear student loan via citizens for the 2023/2034 I had an interest only payment set up while in school. I have maintained an active auto-debit arrangement my payment history demonstrates that I have consistently met my contractual obligations. I have records of all of this. I have sent a formal refutation of their assertion of "default". One cannot go from good standing to default with no attempts at collection, missed payments, or the co-signer not being contacted. Default status typically requires ******* days of non-payment. None of which occurred.. The ****************** I spoke with suggested I seek legal help. I contacted the customer service department. I was informed that my account was in default, a claim that is entirely inconsistent with my complete payment history. After spending an inordinate amount of time on hold, I was transferred to account recoveryonly to be met with a dismissive attitudethen bounced between representatives at Firstmark and Citizens, none of whom possessed the authority or access necessary to resolve this matter. Feb 4, I received an auto-generated debt settlement email regarding an account that, according to my records, is in good standing.Business Response
Date: 03/07/2025
A detailed response has been communicated to Mr. ******* on March 6, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 03/10/2025
[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,
Phinneous MarksonInitial Complaint
Date:02/13/2025
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.
Concerning the repossession of my vehicle without prior written notice nor communication of your intent as stated in *******. Repossession of leased motor vehicles West's Annotated Code of Maryland Title 14. Miscellaneous Consumer Protection Provisions Subtitle 20. Consumer Motor Vehicle Leasing Contracts **************** Code, Commercial Law, ******* *******. Repossession of leased motor vehiclesAdded by Acts 1995, c. 602, 1, eff. Jan. 1, 1996.MD Code, Commercial Law, *******, MD COML ******* Current through all legislation from the 2024 Regular Session of the General Assembly. , aswelll as the damage sustained inside of the vehicle while in your care. This notice of intent to collect unlaw collection of vehicle, funds,actions,theft, rights as a consumer goods, leasee.I signed a loan for term 72 month, there citizens auto made it 81 months My interest 7.14% I've been over charged in interest over $3000.00 My $7000.00 deposit has been add to my final price not subtractedBusiness Response
Date: 02/21/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:02/12/2025
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 a loan through citizens bank. Every month while attempting to make a payment, I am transferred to 5-6 lines just to make my payment. For whatever reason I cant make my payment online. In turn the payment becomes late. In this day and age, what customers are required to mail in a check. Ive tried to resolve this problem for over a year and it still has not been resolved. However, they will report to the credit bureau if the payment is not received on time. The number they have on the bill is the wrong number.Business Response
Date: 02/21/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 02/21/2025
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 # ********.
While I do appreciate your response, I still am unable to make payments online. For over two years your company has been working, unsuccessfully, to resolve this issue. In this day and age, customers should have the ability to make payments online. How can this be resolved?
.
FAQ
Regards,******
Business Response
Date: 03/03/2025
We have received the rebuttal notice pertaining to Case # ******** for ****** *******. We provided a detailed response letter addressing our customers concerns via the ******************** portal on February 21, 2025. (attached here for your files).
Although this may not be the outcome Ms. ******* 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.Initial Complaint
Date:02/12/2025
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.
Good morning have an account with ********************** and its been going well .. up until yesterday .. they froze my debit card and wen I call to validate my transactions they still have my card frozen ..after they told me it will take 30 minutes to unfreeze it so I called them back last night and was told I have to come into a branch to validate my transactions .. I asked y because I already validated everything on my account .. they were very rude and gave me attitude its not fraud When its my account and Im telling u I have my card and those are my transactions .. I am home with the flu and they expect me to come out after I validated every single transaction .. I never had this problem before its ridiculousBusiness Response
Date: 03/17/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:02/11/2025
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.
Citizens pay is associated with this bank whom loans people money for things at places like Horizen equipment and other places like alarm companies. After a couple of months they send you a letter by email that states they are closing your account as to they are no longer accepting new purchases from Horizon Equipment. They are doing this to several people and have been for months. They are DAMANGING PEOPLES CREDIT BY DOING THIS. And it is not acceptable. When you close out something like this some will get dings to credit for 100 points. The accounts they are closing are in good standing and being closed due to their decision to not use that vendor any longer. Again this is not acceptable. The company goes by the name Citizens Pay which is affiliated with Citizens Bank. If my credit report gets damaged from this I will seek an attorney on this matter. With all the others they have made this decision on.Business Response
Date: 02/14/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:02/11/2025
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 will not close my bank accounts , I have spoke to customer service and my bank accounts keep closing then opening , they are incapable to close my bank checkings and savings account .I want someone to reach out to me and confirm my bank accounts are permanently closed.Business Response
Date: 02/24/2025
A detailed response has been communicated to Mr. **** on February 13, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:02/10/2025
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 opened a savings account in September 2024 in response to an offer sent by email from **************. The offer stated that I would receive a $50 bonus if I deposited $100 for three consectutive months. I subsequently opened an account and deposited $100 in September, October, and November (plus an additional $1400 in October). I initiated a chat in December inquiring about the said bonus. I was told I would get the bonus the next month. No bonus. I then initiated a chat in January and was told to wait another month. No bonus. When I phoned customer service on February 10, I was told that I did not qualify for the bonus. The reason, I was told, is that I was supposed to start the deposits in the month after I opened the account. Apparently, this was stated in the FINE PRINT below the bonus email offering. I did not see this as I didn't read the FINE PRINT. Above the FINE PRINT, it CLEARLY stated that I only needed to deposit $100 for 3 consecutive months. So, all in all, what you have here is VERY DECEPTIVE MARKETING. I should be given the $50 bonus as I simply did what the email offering stated.Customer Answer
Date: 02/21/2025
I have not heard from the business in response to my complaint. Actually, I believe someone left me a voice message on my phone. However, I twice returned the call but no call back.Business Response
Date: 03/06/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 03/10/2025
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.
******** replied that she tried to reach me via email. She actually left me a voice message on my phone. I replied with a meassage twice, but she NEVER responded to my phone messages. As for the promotion, as I stated in the original complaint, the part about STARTING the depostis in the month AFTER opening the account was absolutely NOT stated in the main text in the promotion. This was stated in the FINE PRINT below the main text of the promotion. When I saw the offer, I immediately proceeded without reading the fine print. Why would I? It was very clearly stated in the MAIN TEXT of the promotion "make monthly deposits of $100 or more each month for three months in a row. In the fourth
month a $50 bonus will be added to your Citizens checking account getting you closer to your
goal." Period.
Sincerely,
****** ********Initial Complaint
Date:02/10/2025
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 March 15, 2024 I filed a fraud claim with ************ in ********, Ma for check number *************************************************** the mail and poorly altered from the amount of ******** to *********. The check was cashed at ******* North by ****** ****** who changed mine to theirs. This crime was commited on 12/6/2023. I didnt find out until 3/15/2024. When I found out on 3/15/2024 I reported it to ************** in ******** that day. My complaint is against ******* because for a whole year they kept my claim opened and passed it along to 3 different employees renaming the case number each time. Finally in October 2024 they called me and said case was closed because I filed my claim too late. They said fraud cases must be filed within 30 days. I explained to them that I had no idea this had happened until March 15th 2024. They then reopened it and met with me again on Jan 13, 2025 and then called me January 17, 2025 and told me the case was closed because I filed too late. I then asked for a copy of the reason in writing. I did recieve this but my complaint is that if it is a practice of thiers to not refund fraud that are filed after 30 days then why did they take a whole year to tell me this? Why didnt they tell me this on 3/15/2024 the day I first met with them to file this claim? Why give me hope and have three different employees to handle this. I am going to be 70 this year and Ive used too much of my time on this claim because I thought I had a chance to get my money back given the amount of time they spent on it and no information about how I had failed to meet their deadline. This is a bad practice and it has cost me. I dont understand how someone could steal it in the mail, badly alter it and it still get cashed and Im told nothing can be done? I would like to receive more information about the ******* North that this check was cashed at ******* has also been limited about the information of what happened to my check,Customer Answer
Date: 02/21/2025
I have not heard from the business in response to my complaint.Business Response
Date: 02/26/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:02/10/2025
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.
The Bank over drafted my account by adding 500 dollars to my checking account with no explanation why.. I called customer service and they couldn't tell me where the money came from,I thought it was social security payment..After money was was spent,my account was charged 290 in over fees.I went to bank management they apologize d for the banks error and filed the complaint needed for corrections and said I would receive 500 dollars and all over draft fees would be removed.. This never occurred...I also Deposited a 200 dollar check that was taken for over draft fees...The bank now owes me 700 dollars for problem that they created. Please help me with this issue,you are my only hope...Thank you... ****** *****Business Response
Date: 03/03/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************
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