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 Group, Inc.

  6324 Stenton Avenue Philadelphia, PA 19138

• 

  Citizens Financial Group, Inc.

  301 North Main Street Butler, PA 16001

• 

  Citizens Financial Group, Inc.

  8050 McKnight Rd Pittsburgh, PA 15237-5792

• 

  Citizens Bank

  11060 Perry Highway Wexford, PA 15090

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:09/02/2022

  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.

  I ******** my account August 30th. I noticed it on August 31st. I did make a deposit into the account by 10 pm the next day to make the account up to date. They charged me $175, did not pay anything, sent the payments back to the company and I received another $245 from that company. By Citizens policy if you overdraw the account has till 10 pm the next business day to make it good. Also that they will text or email you. None of these things applied. When I went on my account the day of the 31st, the dollar amount that the account was overdrawn had changed a few times during the course of the day Without any deposits or charges coming thru. When I called customer service on 9/1 they said they even noticed there was weird activity on my account on the 31st. However he said he can't refund me. I went from $175 in fees to additional $245 totalling $420 in fees on 7 items that totaled $420. I double in charges just in fees. This is worse than a payday loan which are not allowed in the state of PA.

  Customer Answer

  Date: 09/13/2022

  [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:09/01/2022

  Type:Service or Repair 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.

  On March 17, 2022 I brought in a promotional postcard for opening a new account at the Citizens Bank at the Acme Market in ************. I dealt directly with the branch manager *******************************. I showed ******* the postcard and explained to her that I was interested in the $300 promotional incentive by making consecutive $200 deposits for at least three months in a row. ****** proceeded to sign me up for a savings account and assured me that as long as the $200 monthly deposits were made that I would qualify for the offer at the end of the three month term. The required $200 deposits were made in April, May, and June consecutively. After speaking to a customer service representative in June, it was brought to my attention that since ******* did not open a checking account at the same time I opened the savings account with her that I may not qualify for the promotion. At this point I reached out to ******* with my concern and she assured me that she would reach out to her boss and the proper group to get it taken care of. On July 31st ******* contacted me via phone and told me that the $300 promotional offer was not deposited into my account. At that point she reached out to her promotions department for a resolution. Two more weeks went by after not hearing anything so I reached out to ******* again and that when she said she was going to submit a secondary request because her promotions ***** declined the first request to approve. As of today September 1, I contacted ******* after not hearing back from her from two weeks prior and she informed me that citizens Bank will not process my promotion even though the postcard Does not clearly state that a checking account needs to be open in order to qualify. Additionally, even though ****** as the branch manager assured me that I will qualify for the offer, apparently that does not make any difference with her boss or the promotions department to provide a fair resolution. Personally, Im very disappointed.

  

  Business Response

  Date: 09/29/2022

  Please note that we have fully addressed this matter directly with *************************** on enter 09/29/22.  A detailed response 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: 09/29/2022

  [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:09/01/2022

  Type:Service or Repair 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 reached out to this company on June this 4th to request a copy of my title because I was moving from ******* to ********. When I reached out to the first representative he told me that the process would ***********-8 weeks because he would have to reach out to the *** in Georgia and have them send over the title to my car and once they received the title from Georgia they would then send it over to the *** in Virginia. The first representative got the address wrong of where I needed the title sent and that caused me to have to start the **************** again. After months with speaking to representatives they kept telling me that they hadn't gotten the title from Georgia. Well after months of back and forth I reached out to ****************** of revenue and they told me that they had in fact sent over the title to citizens however, the address for citizens was incorrect and the title was sent back. When I spoke to Citizens I spoke with a rude representative that told me that the department of revenue should have asked them for a correct address. Now it is August and I still haven't received my title. I spoke with a representative that told me that she would expedite me my title only for me to find out that she didn't and it came standard mail. When I did receive the "title" it was only a copy and that it could not be used to register my car. No one at this company has been helping me , I have been dealing with this since June and every time I do speak with someone they are lying to me even the person I thought had helped me and I expressed how pleased I was with her service had lied to me as well. I still haven't been able to register my car which is affecting my insurance because I'm still having to pay as if I'm in Georgia and Im not sure how this would affect me in my current state (Virginia) because I learned that we have to pay property tax on our cars. I also have most of the names that I spoken to but not all.

  

  Business Response

  Date: 03/06/2023

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

  Customer Answer

  Date: 03/07/2023

  [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:08/31/2022

  Type:Service or Repair 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 had my account frozen for what I thought was fraudulent activity. It turned out not to be. I've contacted citizens bank 4 times now to have my account unfrozen. I have bills to pay and they are being denied processing because the account is still frozen. I've called 4 times. On hold forever. Over an hour 3 times now with no luck. They don't ever answer my call. I've contacted them online chat service. I told them this and thing online. I left my phone number twice. No call back. Been transferred and put on hold for hour again. No luck. My card is still frozen and I need help. I need to pay my bills today!!! My phone number is ************. My name is ***********************.

  

  Business Response

  Date: 09/07/2022

  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 6, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

  Customer Answer

  Date: 09/08/2022

  [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:08/31/2022

  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.

  On Saturday August 27th, I went into the *********************************************************** to cash a bank check for $1800 issued by another Citizens Bank here in **. What should have been an easy process turned out to be 15 minutes of the Citizens employees not wanting to help me, mentioning to me that the check could be fraudulent and insisting that I should open an account and eventually refusing to cash the check for me. She even asked me if "I had a job!" Wow. I need to also add in that I am a person of color and she may have identified me as African American and I don't know if that had anything to do with 1) Her being very skeptical of me being the person named on the check, although I provided a Driver's License 2) Mentioning to me that the check could be fraudulent 3)Asking me if I had a job. This was my one and only experience at Citizens bank and I am wondering if this is how Citizens typically profiles black customers on a daily basis. When I entered the bank, the female lobby host greeted me, whose name I did not get, but she had longer dark hair and was wearing a pink jacket. I showed her the check and told her that I wanted to cash it. She went into an inquisition of many questions and tried to convince me to open a bank account, asked me with a lot of suspicion if I was *******************************, the person named on the check. Told me that there were a lot of fraudulent checks. Told me that they had to call the back that issued the check. Told me that there was going to be a $7 fee to cash it, and eventually sent me to the the teller and then they refused to cash the check. I went to another Citizens location with the same bank check, presented my license and had the check cashed with no problem. This teller with whom I cashed the check, said that they look up the check in the system, there was no $7 fee on bank checks, and he did not mention fraud or ask me if I had a job. I would like Citizens to know that this behavior is racist & unacceptable.

  Customer Answer

  Date: 09/11/2022

  I have not heard from the business in response to my complaint. I would prefer e-mail correspondence to ************************ Thanks

  

  Business Response

  Date: 10/12/2022

  Please see attached letter mailed to customer on 10/12/22- Office of the Chairman 

  Customer Answer

  Date: 10/13/2022

  
  
  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 #********. 

  The business states that they have escalated the issue, but cannot disclose the outcome. My only hope is that no one will be treated like that again by this bank. 

  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:08/29/2022

  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.

  I had double-confirmed with wireless provider **** local store that all four family devices (iPhone) had paid off. We have electronic-autopay set up with ****. How could possibly that we owe **** payment for several months?However, Citizens Financial Group represented "someone" to collect a debt and kept harassing my family (Chiori Tay) via ************** to make payment - In an official letter from Citizens to Chiori Tay below:* Citizens have been unable to process the scheduled payment for your iPhone loan **************** * Our final attempt to contact you ...which may have long-term implications for your creditworthiness * You can make a payment online x** or call us anytime at ************ For BBB,We did not apply for an iPhone loan! We did not own a new iPhone! I had called Citizens twice and explained to the customer support specialists my situation. I even recommended them to contact **** to double-check about the fraud iPhone loan. It is clearly a fraud! a scam! Please advise!****** & ****** ************(Mobile)

  

  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 customers inquiry.
  Please note that we have fully addressed this matter directly with ******************* on September 13, 2022 via mail. 
  We have provided a copy of our response letter only here for our customers convenience. 
  
  Sincerely,
  Office of the Chairman
  Citizens
  

• Initial Complaint

  Date:08/28/2022

  Type:Customer Service 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 tried to apply for the new xbox program through their this banks system and I keep getting denied because their system is messed up and cannot text me or let me order what I got "approved" for I have tried to call and neither person 1st person quiet and extremely rude 2nd Made me repeat myself many many times because she doesnt listen pay attention or likes to delete info. I was told Im flagged as fraud and my credit score means nothing to them whatsoever.

  

  Business Response

  Date: 09/13/2022

  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 1, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:08/26/2022

  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.

  ********************* OFFICE OF THE CHAIRMAN JCA150 ONE CITIZENS BANK WAY ********, ** ***** Dear ***************,HELLO, MY NAME IS ***********************. I APPLIED FOR THE CITIZENS BUSINESS CREDIT **** ON FRIDAY AUGUST 26, 2022. I RECENTLY SAW GREAT ******* VIDEOS ABOUT THIS **** AND APPROVALS UP TO $25,000. I AM LOOKING TO GET A GOOD REWARDS ****S TO PUT EVERYDAY BUSINESS EXPENSES ON. I ASK YOU APPROVE THE **** FOR AS CLOSE TO $25,000 AS POSSIBLE. I DO NOT HAVE ANY DEROGATORY INFORMATION ON MY PERSONAL EQUIFAX CONSUMER REPORT. MY CURRENT CREDIT **** UTILIZATION IS LOW, AND PAID IN FULL EACH MONTH. I HAVE LOW NUMBER OF INQUIRES AND NO CHARGE OFFS OR COLLECTIONS CURRENTLY REPORTING. THERE ARE NO ACCOUNTS ON MY EQUIFAX CREDIT REPORT UNSATISFACTORY WHICH SHOULD PREVENT ME FROM BEING APPROVED FOR A HIGH BALANCE BUSINESS CREDIT ****. Sincerely yours,************************** (OWNER)PAPERKIDD PRODUCTIONS & PUBLISHING, LLC.BUSINESS ADDRESS: ****************************************************

  

  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 21, 2022 via mail. 
  We have provided a copy of our response letter only here for our customers convenience. 
  
  Sincerely,
  Office of the Chairman
  Citizens

• Initial Complaint

  Date:08/26/2022

  Type:Customer Service 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 was a previous **** customer and my account was automatically given to ************ when **** changed their name to be unaffiliated with the already severely criminal issues..I received mail from them and a new debit card in the mail. At the time of transferring banks (to which i never used), i had $1.00 in my account. The letter stated that customers will be charged $***** if they do not deposit once every month. I contacted the bank and was given a fax number to send my physical address, a photo ID picture, and a copy of 2 forms of proof of address to which i did and have proof that each time i attempted to fax the company to prevent from paying the $***** fee, the fax was rejected. i contact the bank once again to close my account and was told the only way to close it was to go into the bank physically, to which there is not a physical bank even in my state. this month Aug2022, i was charged the ***** fee. and contacted them via phone today 26August22, the rep was simply able to remove the fee and close my account over the phone however, i never received my $1.00 back and the rep stated that it was taken to cover charges for the fees. Incredible that HSBS, was ironically a better bank than this bank. They held my hands behind my back until they changed their policies and then acted on the policy without giving the customer the necessary opportunity to close their bank account until after a charge was assessed.

  

  Business Response

  Date: 10/04/2022

  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 4, 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:08/22/2022

  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 called about my parents car loan. My dad passed away in March, and my mom is in a nursing home. They asked us to fax in death certificate and power of attorney for my mom, as they tell us they do not accept email. We faxed it over from Staples and received on July 28th. It was confirmed that it went through on our end. We called and were told that they only received death certificate and a partial portion of POA. We faxed over again the power of attorney on August 16th, and it was confirmed all 18 pages were received. I called today, August 22nd and was told only 7 pages were received. The representative was very rude. He told me they will not take email only fax. I explained how this is the second time that this is happening, and I found it strange that I received confirmation that all pages were sent. It is not convenient to fax, it is not something everyone has access to. I asked to speak to a supervisor and they put me on an indefinite hold (over 2 hours). I am distraught trying to help my mother take care of her financial affairs, and CitizensBank has been nothing but evasive, playing games, making us jump through hoops - where every other institution has shown understanding and has worked with us. Yes, we understand protecting my moms personal information, but we have a valid durable POA, and they will not allow us to act on her behalf. It is terrible and disgraceful.

  

  Business Response

  Date: 09/13/2022

  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 August 30, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens