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.
- 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:09/07/2022
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.
Ive had a total of 4 loans with Citizens one, 3 of which are in good standing, one closed and two are current. I returned my iPhone to Apple last year and payments were stopped however Citizens one still is claiming I have a balance thats past due when I dont even have the iPhone. Apple and citizens one said the loan would be closed after I give up my iPhone and they didnt close one of those accounts. Ive seriously been chatting for 3 hours now trying to fix my issue to pre-order the new iPhone and now its too late! Im so pissed!!Loan # ****************
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 17, 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:09/07/2022
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.
We purchased a Xbox X at Target on May 11th and they required it to be financed through Citizens.The price of the console was $499, we paid $45.80 at the time of the purchase.I have a statement balance from Citizens for $485.56, however they are saying this statement didn't include an additional ~$300 charge for 24 months of game pass. This additional required "game pass" was not communicated, both in the statement provided by Citizens and the recipe provided by Target confirming the order. Adding this additional charge is misleading and confusing for the consumer. We contacted Citizens and they said the charge was visible on Target's website, at the time it was not. Citizens refused to give us access to our account to confirm and compare our balance with the written statement. They required us to make a payment before we could access this information. This business practice is unacceptable. We have no way to confirm the payments we have made or see the detailed records of this transaction without making a payment. We contend that the additional charges that were not on the statement are invalid. We are happy to pay for the console we had desired at the time of the transaction. We are not willing to pay for an additional subscription that was hidden in a contract that I can not access. As a consumer I could have bought this console from various businesses for the same cost Target had advertised. Amazon and ******* have this product at the same cost of $499. This was a bait and switch practice that surprises consumers with hidden subscription costs, who made the transaction on good faith. At this time Target seems to have removed this product from their web site. Very shady considering my experience. Order # *************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 customers inquiry.
Please note that we have fully addressed this matter directly with ************** on September 20, 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:09/07/2022
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 debit card number was stolen, and fraud was committed. Citizens bank called out the questionable charges I confirmed they were not mine. Was told I had to wait for the charges to actually post to my account before filing a claim. IN the meantime the representative assured me he was cancelling the card. I also informed him that I was notified that my card was added to ******* pay which I did not do. He said dont worry they cant use it if the card is not active. Went to local branch same day got new debit card. Next day the charges posted so i called to file a claim. This rep told me there was another charge pending with the old card and that the previous rep I spoke to had never actually cancelled the card! nor did the rep at the branch who gave me the new card tell me the old was wasn't cancelled! Fast forward 2 days later the other pending fraudulent charge goes through so I call to file another claim. 3 weeks later I get a letter from the bank saying they have completed the investigation and based on my past transaction history they are not giving me the almost $500 that was stolen from my account back to me. They are the ones who flagged the charge first and now they are not going to give me my money back even though they messed up every step of the way and i complained to them and was supposed to get a call back from the office of the chairman and never did. I've seen ******** comments from other customers with the same issue. Citizens fraud department is a FRAUD!!!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 22, 2022 by way of phone.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:09/07/2022
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 was offered 300 dollars if I opened a savings account and made 3 deposits. I complied with *** 's request. now they are refusing to give the 300 bonus.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 ChairmanCustomer Answer
Date: 09/27/2022
[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:09/06/2022
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.
Citizens bank received our Brokerage account from **** as they no longer serve the east coast since February 2022. At the time my mother was the custodian of my account being transferred. She tried numerous times with me to contact citizens, but to no avail, we were on hold for hours. Citizens at no time tried to contact us via phone, email, or mail. When my mother did finally speak to a Personal Finance Representative, she was assured that we had till August 22, 2022 (6 months from **** transfer to Citizens) for no annual account fees and transfer fees out of Citizens brokerage. While he could not get us access, we could wait until call times came down for the customer service line which was bombarded with new customers in the same space as us. The account is no longer a custodial account (I have transferred it into my own name) and as of July 2022, I was told that there are fees associated ($100 annual fee and $75 transfer fee) with the account and I was informed incorrectly. I have called numerous representatives about this matter and am getting different information from all. No one knows what the time frame for moving these accounts with no fees actually is, some tell me it was 30 days others say it was 60 or 90 days, I have even heard they don't know what the time frame was for no fees, which I find ridiculous. All these days have passed and were in the prohibitively long (2-hour) wait window. As my mother reached out to the personal finance rep again he now states he never gave us that date and refuses to cooperate.Citizen's provided inaccurate information, so what I need to accomplish, is to transfer out my account to another brokerage without being charged a transfer fee or any fees accrued from my time with Citizens.I look forward to your cooperation in this matter to transfer the account without any fees & thank you in advance for your help.Business Response
Date: 01/27/2023
Please be advised we have fully addressed our customer's concerns via a resolution letter mailed to ************ on October 31, 2022.
Sincerely,
Office of the Chairman
Citizens
Initial Complaint
Date:09/06/2022
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.
Citizens bank received our Brokerage account from **** as they no longer serve the east coast since February 2022. At the time my mother was the custodian of my account being transferred. She tried numerous times with me to contact citizens, but to no avail, we were on hold for hours. Citizens at no time tried to contact us via phone, email, or mail. When my mother did finally speak to a Personal Finance Representative, she was assured that we had till August 22, 2022 (6 months from **** transfer to Citizens) for no annual account fees and transfer fees out of Citizens brokerage. While he could not get us access, we could wait until call times came down for the customer service line which was bombarded with new customers in the same space as us. The account is no longer a custodial account (I have transferred it into my own name) and as of July 2022, I was told that there are fees associated ($100 annual fee and $75 transfer fee) with the account and I was informed incorrectly. I have called numerous representatives about this matter and am getting different information from all. No one knows what the time frame for moving these accounts with no fees actually is, some tell me it was 30 days others say it was 60 or 90 days, I have even heard they don't know what the time frame was for no fees, which I find ridiculous. All these days have passed and were in the prohibitively long (2-hour) wait window. As my mother reached out to the personal finance rep again he now states he never gave us that date and refuses to cooperate.Citizen's provided inaccurate information, so what I need to accomplish, is to transfer out my account to another brokerage without being charged a transfer fee or any fees accrued from my time with Citizens.I look forward to your cooperation in this matter to transfer the account without any fees & thank you in advance for your help.Customer Answer
Date: 09/21/2022
I have not heard from the business in response to my complaint.Business Response
Date: 01/27/2023
Please be advised we have fully addressed our customer's concerns via a resolution letter mailed to ************ on October 31, 2022.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:09/03/2022
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 received a promotional offer in the mail to open a checking and savings account and would receive $600 Bonus on 08/31/22 provided parameters were met.I open the account online 0421/2022 with the assistance Citizen CSR ***************************, I reconfirmed this promotional offer would be honored, I was told yes.The bank finished processing the setup on 04/25/2022. I had to make one direct deposit $500.00 within in 60 days. Direct deposit completed 5/31/2022 I had to make 3 deposits increments of $200 into the savings account **** June and July, these deposits were completed 5/16/22, 6/13/22 and 7/1/22.Upon completion of the requirements the $600 bonus to be paid on 08/31/2022.The $600 bonus was not paid, I was told because the account was not open until 04/25/22, I opened the account online 04/21/22 with the assistance ***************************, who entered the promotion code. The bank did not complete the process until 04/25/22. Disqualifying me because they did not finish the process until 04/25/22 is unfair tactic and consumers should not be subject to such tactics.I would like to get paid the bonus of $600.00, I opened / started the process on 04/21/22 and was told I would still qualify. King regards,*******Business Response
Date: 10/12/2022
Please see attached letter mailed to customer on 10/12/********* of the ChairmanCustomer Answer
Date: 10/14/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
Date:09/02/2022
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 savings account with ***** **** transferred my savings account to Citizens Bank. Citizens Bank on day 1 started charging my dormant activity fee, even though their own publicly available documentation specifies no dormant account fees will be charged for the specified account type (i.e. a ******************** until the account is at least one year old. After contacting Citizens Bank, they informed me that (i) accounts are only charged dormant fees once they are at least one year old, (ii) that my account is less than one year old but they cannot refund my any amounts and (iii) they are unable to close my account because it is deemed "dormant" unless I send a direct deposit to this savings account.I simply want to close my account at this juncture but instead I have to spend my time to resolve this issue.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
CitizensInitial Complaint
Date:09/02/2022
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.
Made a purchase and constantly checked for any amount owed from November 2021-late Augusr 2022. The account said $0 then all of a sudden in September 2022 we received a bill for a past due amount and their people have been harassing us nonstop about this.Customer Answer
Date: 09/16/2022
I have not heard from the business in response to my complaint.Business Response
Date: 02/05/2023
We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customers inquiry.
Please note that we have fully addressed this matter directly with ****************** on October 28, 2022 via mail.
We have provided a copy of our response letter here for your files.We apologize for the delay in providing a status update for this complaint.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:09/02/2022
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.
Wrongfully closed my account without my authorization. And have failed to reopen my account upon my request.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
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