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:09/29/2022
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.
This company has multiple times blocked my account for no reason and not allowed me to use my own money. It has cost me thousands of dollars.
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 customers inquiry.
Please note that we have fully addressed this matter directly with **************** on October 19, 2022 via mail.
We have provided a copy of our response letter only here for our customers convenience.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:09/29/2022
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.
Earlier this month, it appears that there were charges on our checking account from a place that we have never heard of and have not done business with. We were made aware of this occurrence, only when my card was declined in ************. After researching the issue, it was discovered that this business (***********************) located in ** was charging thousands of dollars (through several transactions over the course of a few weeks). Citizens never flagged any of these purchases even when they were coming out of another state and thousands of dollars. We were never alerted until my card declined. Initially, we contacted Citizens Fraud Line who took the information and let my husband know that it could take 45 days to resolve however my husband escalated it and the rep informed him that it would take up to ************************************************** 24hrs. After 24 hrs, no one contacted him and he called back and was then informed that no one was suppose to call him back and that they had to be requested. Not once was this mentioned the conversation before. Now our account is overdrawn and we are missing 10,000+$ and told to just wait up to 45 days. That is unacceptable. My husband has since went to a local branch as well as spoke with multiple reps on the phone and Citizen has basically said that you're out thousands of dollars, having no way to pay bills or live until they determine what happened. Reps even had the audacity to ask him how he didn't notices. He then had to jump through hoops to open up a new account and be requested to put money there although they have not done anything about the money they let someone take. The safeguards for fraud are nil with Citizens. There is no accountable for their hand in this and now we have no money to live off of until when? We would like a good faith return of funds. We know this was fraud and it was even acknowledge that they deal with a lot of faurd within Citizens.Business Response
Date: 11/02/2022
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 2, 2022 via email.
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.
Citizens did not address the major concern on their part or describe why this occurred in the first place. It took us being completely at **** end to disengage with Citizens as our bank. I did not believe that this should have happened at all. Prior to this incident, Citizens was a decent bank and the experiences dealing with them was not unpleasant. Although, we took steps to ensure that this incident will never happen again to us on their watch, I do believe that a response concerning what will happen next to address this very real concern should be answered. When I replied to their email yesterday, I received no response back at all. No apology, no thank you for your business, nothing. I would like this to be addressed.
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: 11/20/2022
Dear BBB,
We have received the rebuttal notice pertaining to Case #******** for *********************************.
A detailed resolution was provided to our customer on October 31, 2022 via email.
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
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.
The complaint was that ATT continues to mislead their clientele and not advising of all necessary information to making an informed decision to their accounts. I will say that my specific concern has been addressed in terms of being rectified on the back end but not going forward as I was unawares of a lot of things that I am now on the hook for in the coming months. I just want more information concerning cancelation of services and plans to be put out by ATT as if they were the ones in need to cancel and do not want to pay all their fees up front. Other than that, I do thank them for alleviating some of the costs and although I reject their response as it does not fix the overall problem, I do wish the matter to 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,*****
Initial Complaint
Date:09/29/2022
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.
Called I two weeks ago to make a payment, unenroll in auto pay, and advise that I had lost my job. Since then theyve taken money out of my account transferred me from person to person with not one taking responsibility. One person did unenroll me from auto pay but no assistance with deferment or refunding my money that they were not supposed to take.Business Response
Date: 10/14/2022
Good afternoon,
Please see attached letter mailed to customer on 10/14/********* of the Chairman.
Customer Answer
Date: 10/31/2022
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 was moving across country when I filed complaint ********. Additionally I did respond to Citizens calls multiple times but never heard back. Despite my complaint being about issues with an auto loan they sent me a letter stating that there were no issues with an iPhone purchase from several years ago. Very clearly not my vehicle loan that I had written about. Despite the attempts to make contact with Citizens I never received follow up on my calls, never received the refund offered, nor did I receive the finial assistance. I am making another call now.
Business Response
Date: 11/19/2022
Good afternoon,
Please be advised BBB rebuttal Case #******** is a duplicate of active BBB Case #******** which is still in the research stages. We will be responding to all complaints under BBB Case #******** as soon as possible.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:09/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
An employee at a Citizens Bank branch issued a debit card to a person who had been removed from my bank account several months prior to the issuance. Employees I have spoken with have apologized many times, but it has still not been resolved. I have called on at least four separate occasions to attempt to rectify the situation. I have spoken with a fraud specialist last week who assured me that the money would be returned to my account. I have still not received my money back. I just spoke to another employee who stated this is still being worked on. The fact that a debit card was given out to an unauthorized person to my account is incredibly disturbing, and the fact that it has been over two weeks since I filed the claims and it is still not resolved is plain negligent. The bank is at 100% fault. The person who they gave a card to visited the branch and requested a replacement card for his own bank account, and was issued a card to my account instead. He proceeded to use the card for numerous purchases over the next several days until we figured out what was happening. These were not my charges or expenditures and I want them removed from my account and refunded. I have spoken with three spervisors and had the complaint escalated and no resolution. Each supervisor noted they were "emailing their manager" and an investigation was launched, but I am still out over $400. I was refunded $20 for an ATM withdrawal, and nothing to the debit card purchases. I am not sure what else I can do to resolve this situaton.Business Response
Date: 02/03/2023
We are in receipt of the complaint for the customer referenced below and welcomed the opportunity to respond to our customer's inquiry.
A detailed response was communicated to ************** on September 30, 2022 by way of phone.
We apologize for the delay in updating the status of this complaint.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:09/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
*********************** of Citizens Bank is in my opinion presiding over yet again another incompetent, terrible graphics, and now theft/diversion of more than $8000 that we have credit card swiped from our law firm clients since at least 9/18/2022 which has still not yet hit out checking account at Citizens Bank. To make matters worse we have been sending him queries/complaints for a week now and he does not even respond to us. We need our money now, urgently, for employee payroll, rent, insurance, bills, and other exigent costs of doing small business. We have had many problems with FIS Global (aka WorldPay before, check your records/our previous complaints as they might be illegally and further retaliating against us for filing bona fide and legitimate previous complaints). Not only this, but we are also locked out of our accessmyiq.com account so we can not even look at our credit card data and reports for weeks, and they ************************ will not respond to us, either. Please urgently investigate, assist, and advise.Customer Answer
Date: 10/09/2022
I have not heard from the business in response to my complaint.
Not only that, but my ATM/Debit card routinely gets declined even if we have $100,000 plus in there, whenever I need it the most (yesterday at a **************** station in Manhattan to fill up my car's tank, or at the ********** in Manhattan in order to get cash for a car wash).
And whenever me or my wife calls in to complain, or lift/clear the arbitrary hold, Citizens Bank is "closed" to customer service.
Not to mention that whenever my debt/ATM card is declined, I never received a text or email notification or even a phonecall to verify the charge (like 99% of every other major banks worth their salt).
Please desperately help us with this Citizens Bank, as we can't even fix it with them anymore.
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 our customer by providing resolution letters to similar complaints filed with the Consumer Financial ***************** and the Office of the Comptroller of the Currency on October 26, 2022 via mail.
We have provided a copy of our response letters here for our customers convenience.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:09/23/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had account with ***** **** got sold or something happened and my account got transferred to citizensbank. I got a letter from **** that if I had some unfinished business with **** I need to call and complete it. I wanted to close my account when I called they said to call citizenbank since all is moving to citizenbank. When my account was transferred they created a CD for 12 months, I called citizen that I dont need a CD. Citizenbank says I will get charged penalty.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 18, 2022 by way of phone.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:09/23/2022
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.
I am a new customer whose account has been saturated with fees upon fees. I have a fee on my account from 9/21/22 that shouldve been reversed with *********** going in. Seems deposits are being held in order to trigger fees which is very disheartening. Had I received any kind of alert saying you must make a deposit or we will not reverse this, obviously I would have put a deposit in for a $25 charge that are getting a $35 fee. This smells like fraud. I was told the direct deposits would trigger a fee reversal which they are now refusing to honor. As a new customer, I am angry I left my old bank. As a cancer patient, I cannot afford this nor do I want this kind of stress.Customer Answer
Date: 10/04/2022
[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:The managing branch contacted me and has reversed all of the fees. They are leaving messages asking for a conversation but I explained to them Im going through cancer treatment I dont have the energy for a phone conversation.
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:09/23/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This bank is HORRIBLE. I applied for a Credit Card - my credit was inquired. On their site they clearly state they will give out a response **** business days. It has been more than a month and I have not received a response.I have called multiple times only to be told that the application is "pending". Hold times of more than 40 minutes each call, for about more than 6 calls.Customer Answer
Date: 10/04/2022
I have not heard from the business in response to my complaint.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 Mr. *********************** on October 18, 2022 by way of phone.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:09/22/2022
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 car was broken in and my checkbook was one of the stolen items. I went to my bank that money they said they closed the account and opened up a new one. As time went on the online app was showing the closed account going in the negative. I reached out to the bank and was told it was in fact close. I assumed they were telling me correct until the next couple weeks It went negative again. They cleared it and said it was closed. This happened in July or August I believe. Last week I received a call from collections asking me how I wanted to pay the debt. I was totally thrown off because I thought it was closed. She explained it was only soft closed so anything was still able to come in and hit my account. I told her I was reaching out to my automatic withdrawals she said she would block any transactions and give me 30 days to go into a branch. I told her I worked out of town and my work hours was the banks hours. I wake up 9-22-22 and see $156 was taken from my new account to pay for the old fees. I called and spoke to multiple people and still not able to recover my $156. I feel I can only go by the reps information if they tell me act closed nothing should go through. I reached out multiple times since the new acct had been open. I want my money back I was totally lied to.Business Response
Date: 09/29/2022
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 September 26, 2022 by way of phone.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:09/22/2022
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 opened a credit card account online on June 22, 2022 in order to get the offer of $150 back when you expend $500 in the first 90 days, and get 1.8% cash back on any purchase, I did expend over $500 and have been waiting for the $150, so I decided to call and now the bank said that I was involved in a different promotion, and that in order to get the $150 I would have to applied in a branch or over the phone, so they want me to apply again to get the offer, I screen shot the offer when I applied, also have an email confirming that I'm getting the 1.8% on any purchaseCustomer Answer
Date: 10/03/2022
I got a phone call from the Bank but they are asking me to proof the whole process witch is impossible, but it's very obvious I see the offer and click where it says apply now, I applied and at the end after waiting for the $150 bonus and 1.8% cash back on purchases they said I'm involved in different offer, only 5% cash back, how? there is not mention of any other offers, they did not solve this, they probably still getting people thru this scam.I even have the email where I they said I'm getting 1.8% but not mention the $150 bonus, so they said that there is not enough proof.
Thanks BBB for trying to get this scammers
Business Response
Date: 02/03/2023
We are in receipt of the complaint for the customer referenced below and welcomed the opportunity to respond to our customer's inquiry.
A detailed response was communicated to ************************** on September 28, 2022 by way of phone.
We apologize for the delay in updating the status of this complaint.
Sincerely,
Office of the Chairman
CitizensCustomer Answer
Date: 02/06/2023
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
THEY ARE JUST SAYING SORRY, BUT NO ACTION IS TAKEN, I NEVER GOT THE ***** AS ADVERTISE, BECAUSE OF THIS INCIDENT I CANCEL MY BANKING ACCOUNT WITH CITIZENS BECAUSE THE CUSTOMER SERVICE IS REALLY BAD
Regards,******
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.