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

  955 Boardman Poland Rd Youngstown, OH 44512-5118

• 

  Citizens Bank

  1001 Boston Post Rd Guilford, CT 06437-2606

• 

  Citizens Bank

  256 Samson Rock Dr Madison, CT 06443-3019

• 

  Citizens Bank

  221 Norwich New London Tpke Uncasville, CT 06382-2515

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:09/14/2022

  Type:Sales and Advertising 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 got my Citizens bank debit card mixed up with my **** of ******* debit card, both are green. Citizens Bank has now charged fees on top of fees which is making it hard to pay off. I had covid during this time which is why I didn't realize the mix up until its too late. I'm having surgery soon and will be out of work for a period of time.

  Customer Answer

  Date: 09/25/2022

  [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:09/14/2022

  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.

  Citizens Bank is in direct violation of 15 USC CODE **** under the Fair Credit Reporting Act. According to the law: A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless (A) such financial institution clearly and conspicuously discloses to the consumer, in writing or in electronic form or other form permitted by the regulations prescribed under section **** of this title, that such information may be disclosed to such third party; (B) the consumer is given the opportunity, before the time that such information is initially disclosed, to direct that such information not be disclosed to such third party; and (C) the consumer is given an explanation of how the consumer can exercise that nondisclosure option. I was never given in writing, or by electronic form or any other form by Citizens Bank to grant ********** to disclose non-public information to third parties such as the major credit bureaus and other reporting agencies. I was also never given the opportunity by Citizens Bank to direct that such information not be disclosed. Furthermore, I was never given an explanation of how I can exercise that nondisclosure option when I first became a customer in September of 2019. I request that the information reported to all major credit bureaus be removed immediately.

  Customer Answer

  Date: 09/25/2022

  I have not heard from the business in response to this particular complaint. I would really like for Citizens Bank to provide proof that they are authorized to share my non-public personal information without my consent in accordance to the Fair Credit Reporting Act.

  

  Business Response

  Date: 03/14/2023

  Please see attached a copy of our response letters being provided for your files.
  
  Sincerely,
  Office of the Chairman
  Citizens

• Initial Complaint

  Date:09/14/2022

  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.

  To Whom It May ******** I am reaching out to you regarding an account I shared with my late father, *********************. Account number ********. I received a letter, 7/15/22 stating the account was past due $123.77. In response, I called and spoke to rep who directed me to e-mail copy of letter and Certificate of Death to Citizen's ************************************** This was completed on 9/6/22. That information never reached them and went into junk mail. When I called to resolve the issue on 9/12/22, I was told that I owed $3, 869. ******************* addition, I was told this would effect my credit and I would be contacted by collection agency. First, I have been a Citizen's Gold Member customer in good standing for many years. Second, following my father's passing in December of 2017, I provided Citizen's with a Death Certificate on more than one occasion and over time his ACCOUNTS were closed. I believe I used the branch on Rte. 44 in Greenville, ** as well as Stop and Shop. To my recall, the letter received in July 2022 was first official contact by Citizen's. I am simply requesting the account be closed without having to pay the $3,869 and counting. My father and I held several accounts with Citizen's. I am wondering WHY this account was never closed, since the other accounts were closed, now resulting in this disagreement. Thank you for your attention in this matter.

  Customer Answer

  Date: 09/25/2022

  On Monday, September 19th I received a phone call from *************** The individual indicated that she would be reviewing my complaint and provide information via e-mail. On Friday, September 23rd I contacted the ***** number and left a message for a call back. To date, I have not received a call back. On Thursday, I received a text from Citizen's at **************. When I called it referred to collections department. I did not complete call since I did not want to have another argument. Those were the last two contacts. I am not certain how to proceed at this point? Thank you for your attention in this matter, ******

  

  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 13, 2022  via email. 
  
  Sincerely,
  Office of the Chairman
  Citizens

• Initial Complaint

  Date:09/14/2022

  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 home security system company mandates that I make monthly payments to Citizens Bank (for a line of credit. Account ending in ****.) Every month Citizens sends me an email to notify me that my monthly payment is due. I go to their website/pay portal to make the payments. Their pay site is very inefficient and difficult to use - I sometimes can't get it to accept the country (*********** have to go through 4-5 screens to make the payment. When I finally get to the 5th screen, it has a box and asks me how much I want to pay. ALL other websites with online bill pay have options such as "Pay Amount due," "Pay full balance," and "Pay other amount." Theirs does not - just a blank box. By the time I get to this 5th screen, I don't remember the exact amount that is due. I thought it was "$41 and change," so I entered $42.00 in this blank box. A month later (this happened over this summer) my credit score dropped 130 points! It turns out the amount due was $42.32. I did not receive and email, letter, or phone call to notify me that I was 32 cents short. I have called them multiple times and no one is willing to help me or do anything about it. They do not take any accountability for the inadequacies of their website. When I asked why they didn't call or email to notify me that I hadn't paid the entire payment, their response was "We don't send notifications for delinquent accounts." Yet they will send me to collections over *32 cents*?! I have called them with the representative from my home security system company, and was told that I need to speak with the "Priority Assist Team." I called today and it turns out this team doesn't even exist, and the representative refused to transfer/escalate me to his superior.THIS IS NOT OK!Last month they changed to a new bill pay site, so they obviously knew about the inadequacies of their pay portal. At this point I can't even get an affordable loan to pay off my line of credit with them just to get them out of my life!

  Customer Answer

  Date: 09/24/2022

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

  

  Business Response

  Date: 09/26/2022

  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 8, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

  Customer Answer

  Date: 09/27/2022

  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. 

  They did not in any way help or even try to resolve the issue. Their response was, "it is your responsibility to know the amount you owe." OK, but I'm human and trying in good faith to make my payment. It is THEIR responsibility to have an efficiently working online pay portal if they are going to offer an online payment option, which theirs is NOT, and have since upgraded to a new pay site. This tells me they are aware that their pay portal was inadequate. In the meantime, my credit score is destroyed over 32 cents which they sent NO notification of.
  
  This is unprofessional and bad business practice. 
  
  -*************************; 

• Initial Complaint

  Date:09/14/2022

  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.

  I have been a Citizensbank customer since ****. I retired and moved to Ireland in 2020. I still have the Citizensbank accounts because Social Security and the ********************** will only deposit into an American bank.Due to fraudulent charges, my American Citizensbank ATM card was deactivated and a new card was to be sent to me as it had been about a year ago successfully. BUT because scams/fraud are so on the rise now, I had been going thru similar fraud/scamming issues with the bank I use in Ireland, I had a new card sent to me where I currently live in in Ireland, but fraudulent charges appeared on my account BEFORE I COULD EVEN USE THE NEW CARD MYSELF!!! Here is what I believe happened: Because I live in a hotel where there are only mail slots and no private mail boxes, someone was able to scan my card through the envelope, causing charges on that BRAND NEW card that I myself had not even used!!!!!I wanted Citizensbank to send the new card to a friend here in Ireland to avoid scanning/hacking problems.Unfortunately, no one who has picked up my calls when I call ************ could even begin to understand what I needed. THEY should have recommended that I speak to a higher up instead of hanging up on me repeatedly, after assuring me they'd handle the issue!!!I have worked in a call center myself and know this behavior all too well. "Look like you're doing a great job, take a lot of calls, do nothing."I waited A MONTH and no card was sent at all, despite promises to the contrary and many other calls to check and see if things were on track where I was hung up on.I really do feel for these call center employees, but they are not trained, they are fighting to get any work at all, they are sometimes extremely abused, etc. and here people are relying on them for complicated issues of great outcome. THIS NEEDS TO BE FIXED!!!! I have spent countless hours dealing with this and a fortune on communication bills. God help us all. Finish the ______ job!!!!

  

  Business Response

  Date: 09/26/2022

  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 16, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:09/13/2022

  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.

  in April i received a postcard saying that if i opened a savings account at Citizens Bank, and deposited $200 or more three months i a row, i would be given $300. I visited the bank and personally was assured that was all i needed to do. i even asked "what's the catch?" and was told there was none. i opened my account and made *********** in May June and July to comply with the requirements. On August 1 when i went to ask about my $300, the teller at Citizens Bank in Chicopee was unaware of this promotion. she had to call the Ludlow branch who said the money would be credited by the end of the month. The first week of September i visited Citizens Bank on Island Pond Rd. they had no explanation but said they would ask the Ludlow branch to look into my situation. Yesterday i was told that the promotion required a checking account as well as savings account and that i had not met the requirements. I feel this was misrepresented by the bank and apparently NOT well known even by bank employees. i feel they took advantage of me fraudulently and i believe they owe me $300. i would be glad to provide further details or documentation on request. i also had a witness to what i was told on opening this account

  Customer Answer

  Date: 09/26/2022

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

  

  Business Response

  Date: 10/14/2022

  Please note that we have fully addressed this matter directly with SUE  ***********;on enter 10/14/22.  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

  Customer Answer

  Date: 10/17/2022

  [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:09/12/2022

  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.

  I am the Executor/Successor Trustee of my deceased parent's estate. My parents passed away over the summer (2022) and I am working to settle their financial affairs.My Dad has a savings account with Citizens Access. Citizens Access is a product line under the Citizens Bank umbrella.For 7 weeks, I have been trying to close my Dad's account with Citizens Access and requested a check be sent to the estate of my parents. For 7 weeks, I have been getting the run around from Citizens Bank. I was originally talking to the Citizens ****************** to but they are only the middle men and not decision makers. The Decedent Processing area at Citizens Access does not take phone calls from customers. I sent all the paperwork that was requested of me to Citizens Access on 8/3/22 and sent it via certified mail and confirmed it was received. Since sending the paperwork on 8/3/22, I have been getting the run around and as of this writing, there is still no resolution. On 8/19/22, I spoke with a Manager (*****) at the Citizens ****************** (after many calls previously) and requested that my case (Case# *****) be escalated due to apparent confusion within the bank and me not being able to talk to anyone in the Decedent Processing area ("they don't take calls from customers" was what I was told).On 8/23/22, I received a phone call from *********************** in ********** of the ******** at Citizens Bank. She told me she would be handling my case. Since then, however, I've just continued to get the run around and no resolution. It's a circus and nobody at Citizens Bank seems to be taking my case seriously and it's been very exasperating. I have done everything they have asked me to do. I'm very frustrated and at the end of my rope with this bank. I feel completely helpless and stuck in the mud at this point. I lost both parents which is stressful enough but then to deal with this bank's games has been over the top and completely unnecessary. Help!!!!!

  

  Business Response

  Date: 09/28/2022

  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 September 28, 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:09/12/2022

  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.

  Twice in the last six months Citizens Bank allowed two separate transactions to occur through a savings account that is not tied to a debit card. The first one was for $4,000. We called immediately and reported it as fraud. It took almost a full two weeks to get our back. We asked that better security be placed with our account. It happened for the second time last week, this time a $12,000.00 withdrawal. No decline, no call, no text to verify it was us. This is our entire savings and we are left with no money while they "investigate," only I'm sorry, and they'll let us know. Why is a bank unable to keep money safe? Why can't they tell us what's going on? Why does it take 2 weeks to get our money back?

  

  Business Response

  Date: 09/26/2022

  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 16, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:09/09/2022

  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.

  Excessive fees on my checking account Was on phone 2 HOURS A COUPLE of times trying to comprehend the transfer of **** to Citizens with confusion of account numbers , overdraft fees Unable to transfer funds to cover debits due to glitch in mobile app. I was transferred 4 times witbout resolution Im closing my accounts, i moved from ** to sc and they arent local becaise i walked i to a Citizens here but its not this Citizens NA. Im so disgusted they didnt care I wanted to close 3 accounts and couldny offer any fee reversals after first representative offered $9.99 credit and ***** saw notes in the system to confirm it!I feel $24.99 atleast on checking acct fees they called me as past due!

  

  Business Response

  Date: 09/23/2022

  Please note that we have fully addressed this matter directly with ***************************;on enter 09/23/22.  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

• Initial Complaint

  Date:09/08/2022

  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.

  On Thursday September 8th, 2022, I contacted Citizens Bank regarding a another business debit card for the office staff. Upon calling and speaking with a rep I asked to speak with a supervisor, who transfered me to another department and when I spoke with a rep in that department I again asked to speak with a supervisor. **** I did speak with a supervisor I was hung up on. I called back and the pre recording would not allow me to speak with a rep. **** I called back in again and spoke with a rep and again asked to spela with a supervisor I was put on hold for 45 mins and then transfered back to the general que. I called back in once again and the phone just kept ringing. This is a horrible way to treat a customer and bussiness banking customer. This needs to be escalated ASAP.

  

  Business Response

  Date: 09/14/2022

  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 13, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 
  

  Customer Answer

  Date: 09/14/2022

  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 # ********. 

   

  I was never contacted via phone 

  
  
  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,

  ***********

   

   

  Customer Answer

  Date: 09/27/2022

  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 business did NOT contact me via phone as they have stated.