Complaints
This profile includes complaints for Citizens Financial Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,667 total complaints in the last 3 years.
- 467 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:08/11/2022
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.
The bank charged me multiple fees and closed my account without any notification other than a potential letter which I never received. My account was closed, I was charged fees I didn't even know about, and now I also had to close my merchant account. Everything I worked for is now affected because Citizens did not notify me or help me in any way, even when I went in there was apparently nothing to be done. I was notified when I was in the bank a month ago that the account was overdrawn, but no one told me about the fees, no one told me it would close in 60 days. No one told me anything and now I'm out money, and am no longer able to conduct business.
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 customers inquiry.
Please note that we have fully addressed this matter directly with ******************** on September 2, 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:08/11/2022
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 have been banking for 1/2 century. I have used many different banks in different states and different countries. Never has a banking experience domestic or abroad, resulted in the police calling me. Today at approximately 11am I made an impromptu stop ************** in Malden. I needed cash and didn't want to go to **** of America which was further away. I intentionally do not carry a debit card for all of accounts. Citizen's is one of those accounts. This has never been a problem at any location I have gone to. In fact, I rarely use my local branch where I opened the account, and when I do use them, I only use an **. My experiences with using the ** has NEVER been met with the bias I experienced today. I presented my ** to *****. I explained I didn't have my debit card, and wanted to make a withdrawal. I told her I had 2 accounts, and I wanted to check on the balance before decdeing how much to remove. I infomed her that one balance was $2400, but I wasn't sure about the other. She looked at my lines and stated, "People from Wellesley do not usually make withdrawals in Malden. Are you conducting business in the area?" Never has my address been an issue in any bank outside of my residence. Why was this a sudden pre-requisite. She proceeded to ask me question following "policy" to protect my account. The questions seemed endless: 1. When was the last deposit, who made the deposit, what was the amount, where did I open the account, address of where the account was opened.... I stated this was excessive and I felt this was clear profiling. This was a new experience and unsettling experience. Rather than withdraw I was shutting down my account. She would not cooperate. I went to the manager. I was irate. I stated I would not leave without my money. If you refuse, feel free to call the police. HE D**.They came. This made me more irate. He still would not shut down my account. He did ask me more questions: Last 4 digits of ...Business Response
Date: 08/23/2022
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 August 23, 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:08/11/2022
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.
The date this transaction occurred was on July 8th, 2022! I reported to my bank after they sent me a text at 3:54pm of someone trying to authorize a transaction in the amount of $2,395! At 3:54 I replied to the text saying, no that I did not authorize it and it was not me. In the attachments you will see that I responded the same day within a minute. They let transaction process at 3:58pm the same day!! Per their policy they state (which I attached) that I, the customer is not liable for any transaction that takes place after I report the fraud! I have tried every action their is and they are not paying me back for their mistake! I have sent them my proof and everything and they still will not! They are claiming that the text didnt come through or that it said something else! When I asked to see this so called report they told me I had to subpoena them! Makes no sense! The bank has not even investigated the claim or tried to reach out to that merchant to see who used the card! Since having this account, I have never made this type of transaction before! This isnt the first time this bank let a fraud purchase go through. And whats funny they refunded me on those transaction but for some reason on this one they wont! Must be the amount! Since this I have endured nothing but stress, falling behind on payments, payments being sent back which is causing more fees! I just want my money back!! Thats it!! I feel that I am owed this due to me reporting it in sufficient time! The bank is liable no questions asked!!Customer Answer
Date: 08/21/2022
I have not heard from the business in response to my complaint. I have tried to reach out to them as well and always get sent to a voicemail with no callback! I have also sent several emails.
Business Response
Date: 08/26/2022
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 August 25, 2022 via mail.
We have provided a copy of our response letter only here for our customers convenience.
Sincerely,
Office of the Chairman
CitizensCustomer Answer
Date: 08/29/2022
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.
Hi, I do not accept this response due to the fact I never received any response like they are claiming and never received the report! I was told from **** that if I wanted to review the report I would have to subpoena them! Lastly this claim was reported as well as my card reported as missing within adequate timing! So everything they are claiming is a lie and goes against everything they claim as the card holder not being liable when I clearly reported this as fraud!
[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
Regards,******
Initial Complaint
Date:08/10/2022
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 recently just applied for a home equity line of credit with Citizens Bank back in May. Since then, I had been working with several representatives, submitting all the documents they required for approval. Finally on July 29th, I received an email from a rep asking for some final information and for bank information for auto pay. I responded to the email and believed everything was good to go since I was asked for bank info for auto pay. Then on August 9th, I followed up and received an email from another representative indicating that my application had been withdrawn due to missing documents, although I had submitted everything. No one from the company ever reached out prior to the withdrawal nor was I ever informed that additional documenta were required.The business also had to do a credit inquiry, which dropped my credit score while the application was being processed.Now, because of the withdrawal on the banks part and the fact I was never properly notified and was only informed because I was the one to reach out, my credit score has been affected and I can no longer look for other options because of this.Business Response
Date: 10/31/2022
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 31, 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:08/09/2022
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 is threatening foreclosure on my house because my exhusband died and stopped paying his loan they put lien on my property. They have acknowledged my name is not on the loan so would not give me any information. Sent a man to my house 3 three times in 3 three weeks to 'verify i lived there' and take pictures. I have provided them with all documents they have asked for to resolve this...death certificate, divorce decree, my bankruptcy. Even though my ex husband had no assests they requested an administrator to the estate so my daughter did that. I have contacted office of the chairman and they have been rude and threatened foreclosure with no resolution offered other than to pay. I have a mortgage on the property of my own. i cannot take on this ;oan.plese help me.Business Response
Date: 08/30/2022
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 26, 2022 by way of phone.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:08/09/2022
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 used an atm and was shorted 100$. I immediately contacted the establishment to advise them. I was told I had to contact my bank. I did and filed a claim in June 2022. I did not hear anything back so I called **************** they advised the claim was closed in error and they had to reopen it. Finally claim was open and a credit was issued to my acct. A month later I get a letter they are denying my claim. Credit was removed from my Acct. I have made 4 attempts to speak to a Manager in claims and I keep being told they do not take calls and a request had to be submitted and it is ***** hour for call back. We are at week or 5 business days and no call. I called again and spoke to ***** F an escalations Mgr in PA and he told me their was nothing that could be done I have to wait. I have now spent more than 6 hour and many phone calls to get a resolution and I get nothing but told their is nothing they can do. This transaction was at a Casino so I know for a fact all of the videos cameras in a casino could so a clear picture that I didnt get my 100$. I have been a customer for over 15 years with no issues ever have never filed one claim with Citizens and this is how customers are treated. I simply want my 100$ plus the atm fees refunded so I can close my acct and be done with this company.Business Response
Date: 08/23/2022
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 our customer on August 19, 2022 by way of phone.
Sincerely,
Office of the Chairman
CitizensInitial Complaint
Date:08/08/2022
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.
7/3/2022 Citizens Bank charged *************************** Overdraft fee for Items that was purchased from Amazon when funds were in *************************** account Citizens stated the overdraft was from February a transaction made in the past charged ************************00 dollars 8/3/2022 Citizens charge *************************** For transactions made Aug **** for over draft fees when money was in my account ***** 30 .00 3 times Back at ***** totally ****** Service charges Overdraft fee charged for *****. Citizens pays business how They conduct business **** business out if a Customer Account My Tranactions were made at 1 time And Citizens charge *************************** for When the pays merchants and Occurs Amazon for what Citizens Actions are in taking funds consisting Out of My Account because the have access to my account every 3rd of them of each month every 3 to 6 months citizen is conducting outstanding and understanding overdraft fees accumulating to me because of their pay payment plan on how they pay people and utilizes the merchants that I do business with to explain how they are paying people and they don't pay them and utilize me against the merchants to say the reason why the overdraft fees was a accumulated when it's really citizen back and how they pay people and they're charging me for it in overdraft fees when it Citizens fought holding me accountable for their actions and how they conduct business holding me accountable for what they do to merchants and misleading to justify their actions that is merchants when it's actually citizen overcharging enormous overdraft fees for their mistakes and how they pay people and they take no responsibility of it you can only pay or take out of your account what someone says it's in your account or tell her head said what's in my account the *** is it said we'll send my account so how can I be held accountable for overdraft fees when a teller and an *** machine or a automatic on the phone is saying what's in my account and I'm being charged for the mistakes of a teller or automatic machine and what is printed on my printouts and overdraft fees and it's continuously consistently being overcharged and when talking to someone professionally they're treating me like I'm just escaped from an institution and I would like the opportunity for the Better Business Bureau to please assist me and resolving an answer that I am not being given from ************ the consistency why they keep overcharging me on things that was made only on a one-time ordering fee and they are not paying the merchandise or companies the way they are supposed to on adequate time of orders and lingerings payments and charging my bank account in late fees and it has been written and said that they don't even charge over fees overdraft fees anymore but they are still charging meBusiness Response
Date: 08/15/2022
Please note that we have fully addressed this matter directly with ***************************** on enter 8/15/22. 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 ChairmanInitial Complaint
Date:08/06/2022
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.
On June 16th I went to the *** to deposit $700 into my checking account. Instead of the atm depositing my money, it kept my money and gave me an error code stating that the deposIt wasnt made yet it still kept my money! I immediately called the **** number and they told me that the atm would be checked within 10 days and when they see that extra money was in the atm that they would deposit my money. I was very upset about this and made a complaint but I waited the 10 days and the money was finally deposited into my account so I assumed they looked at the camera footage as well as checking the amount i deposited. On August 5th I noticed that $700 was taken out of my account and when I called the **** number they said that they saw no error with the atm machine and ended up taking my $700 out of my account leaving me with $12 in my account without letting me know anything in advance leaving my kids without food for the weekend. I need them to deposit my money back into my account asap. This is extremely unprofessional.Business Response
Date: 08/19/2022
Please see attached letter mailed to customer on 08/19/22- Office of the ChairmanInitial Complaint
Date:08/05/2022
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 have been a customer of **************** for seven years. I deposited a $10,000 check from my credit union and wasnt notified of any hold. Upon speaking with the branch they told me a back office put a hold on my check. I spoke with them and said I can provide proof of the balance to verify the check and they said at a branch level they couldnt remove the horde since it was placed back office so they gave me a number to call. I waited on hold and spoke with who I assumed was the department that placed the hold and they said they could not remove it. I am leaving for vacation and they refused to remove my hold even with proof of the balance and now I am stuck without the funds. Along with not being able to pay bills either. The hold is until August 11th and I need the funds immediately. The department said theres no one that can remove the hold and they dont even have a phone number to call them. I used to work for Citizens Bank so I know that is not true because I would help customers with these issues and have many times. Please helpBusiness Response
Date: 08/16/2022
Please note that we have fully addressed this matter directly with ********************************* on enter 08/16/22. 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 ChairmanInitial Complaint
Date:08/05/2022
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 financed my vehicle through Citizens Bank in April of 2020 and I just refinanced through First Citizens Bank and the payoff balance never went through to Citizens Bank and I have been unable to view any of my account information. I have tried multiple times to contact them however I need my account number for the automated system which I am unable to obtain due to not being able to see my account information.Business Response
Date: 08/26/2022
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 August 26, 2022 via mail.
We have provided a copy of our response letter only here for our customers convenience.
Sincerely,
Office of the Chairman
Citizens
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