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 Bank

  856 Cromwell Ave Ste D Rocky Hill, CT 06067-3012

• 

  Citizens Bank

  834 Washington St Middletown, CT 06457-2912

• 

  Citizens Bank

  15 S Main St West Hartford, CT 06107-2407

• 

  Citizens Financial Group, Inc.

  1 Capital Plz Ste 4 Concord, NH 03301-4900

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:07/25/2022

  Type:Customer Service 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 provided my home insurance information to Citizens bank before they had to ask. They mailed me a letter asking for it, even though I already sent it, so I sent it again. Then they asked a third time as well as threatened to impose insurance on my account, so I called and asked for all methods I could use to make sure they got the information. They gave me an internet portal, a mailing address and an email. I sent the insurance information to all three places. A month later, they imposed a forced insurance policy to my account. If this was the first time this happened, I would be a little less upset. This same thing happened last year. I had to send it in multiple times to multiple places, just to have them force unnecessary insurance on me, so I would have to call back and start the tedious process all over again. When you have to do this time and time again, year after year, it comes across like they are purposely not processing the information so they can charge customers for something they don't need, hoping customers don't notice.

  Customer Answer

  Date: 08/08/2022

  Neither of the answers/responses provided by BBB is correct.  I have heard from the business.  They are working on the problem and supposed to get back to me.

  

  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 19, 2022 via mail. 
  We have provided a copy of our response letter here for our customers convenience. 
  
  Sincerely,
  Office of the Chairman
  Citizens

  Customer Answer

  Date: 08/24/2022

  [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 Citizens Bank and I think they misunderstood or forgot what the original complaint was about.  They did address a concern, but it was not the concern I wrote the BBB about.  What I wrote about was the fact that the people running the insurance or escrow department don't communicate properly.  They kept saying I did not supply any insurance documentation at all and I did provide insurance documents - 6 times through 4 different methods.  My insurance company didn't put certain needed information on the documentation, but that is not the same as me not providing what they gave me at all.  If Citizens had told me they received the documents and just needed certain information on the forms I provided, that would have made sense.  What they said was that I never sent in the forms and got punished by them imposing their own $2,700 insurance policy on me.  Then I wrote the BBB.  After writing a complaint to the BBB about them not accepting my forms and forcing an insurance policy onto my mortgage that I did not ask for, then they responded to the BBB complaint by answering a completely different question that I never asked.  The problem did somehow get resolved.  When Citizens called, they said they no longer saw the additional policy on my account.  But this response was an answer to a question I never asked.

  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/25/2022

  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 purchased equipment from Vivint and Citizens One was the creditor. Additional charges was added to my account, which I was made aware of and I immediately notified Citizens One and Vivint of the issue. Per my Billing right while my account is being reviewed for error Citizens one is to not bill me or either report my account as delinquent. I was never notified that my account was past due, because my account is setup on automatic payment. Citizens one has violated my rights by reporting inaccurate information to the credit bureau for an error that was supposed to be resolved over 30 days ago.

  Customer Answer

  Date: 08/05/2022

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

  

  Business Response

  Date: 08/11/2022

  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 11, 2022 via mail. 
  We have provided a copy of our response letter here for our customers convenience. 
  
  Sincerely,
  Office of the Chairman
  Citizens

  Customer Answer

  Date: 08/12/2022

  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. 

  [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.]
  I did not advise Citizens one I was waiting on Vivint to refund my account for $250. This was done after the complaint was filed against the company along with the complaint filed against citizens. Vivint also reached out to Citizens to notify them of the error made on the account and requested for the initial credit amount be updated. The account was setup in auto pay also while ****** made contact with Citizens One. I reject this business response and will continue to work diligently with the legal team to have my credit report updated accurately due to the error made. 
  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:07/21/2022

  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 have been trying to close this account in my name since April of 2022. I sent a letter to them requesting to close this account. I don't know how this account was opened in my name. This was fraudulently opened and I thought it was fake, but now they are charging me and I did not ask for this. I cannot get through to customer service by phone, email, or web access. I have now sent 2 letters asking them to close this account. I do not want this account. They refuse to close the account. I DO NOT WANT THE ACCOUNT. They will not close the account.

  

  Business Response

  Date: 07/29/2022

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry.
  A detailed response has been communicated to **************** on July 29, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

  Customer Answer

  Date: 07/29/2022

  [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. ***** was totally attentive and listened to my complaint. She resolved my issue in 30 minutes where as it took 4 months, 2 letters, and several ineffective calls to get what she did in 30 mins.  Thank you so much Ms. ***** for your assistance. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/21/2022

  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 contacted citizens bank about my card being stolen. I explained to the what happened fast forward to today 7/21/2022 I contacted them to check on the status of my dispute and they are saying it was denied. I dont understand whats hard about them going to run them cameras back and check their footage. I just lost my brother today to gun violence and Im saying this now I will contact every lawyer in ********* **** to *** Citizens bank if they dont go over their footage and reimburse me my money. Its hard times out here and I work too hard for somebody to be stealing my money. These representatives doing half jobs and not throughly investigating cameras. I would go up to the bank and we can go over footage together I need my money

  

  Business Response

  Date: 08/07/2022

  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 July 26, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 

• Initial Complaint

  Date:07/20/2022

  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 February 27th I opened a Cash Back Plus credit card after receiving a promotional offer in the mail that if I made $500 in eligible purchases within the first three months of opening the account, I would earn a $200 cash back bonus. By statement close on April 18th, I had made a total of $531.65 in eligible purchases. It is July 20th, and I have not received the bonus yet. The reason for my complaint is that I just spoke with Citizens' customer service, and they are only going to give me $150 (which is the current offer for the card) because they apparently have no way of figuring out what promotion was going on at the time of my account opening and are "unable" to generate a copy of the Reward Guide (the document that spells out the terms and conditions of their Cash Back Plus Rewards Program) that was sent to me with my Cardholder Agreement. I unfortunately do not have my copy of the Reward Guide, as I discarded it after speaking with a previous customer service agent at the end of May/early June who assured me that the $200 cash back bonus would post to my cash back balance six to eight weeks after the closing of the third statement (May 18th in my case, making today exactly nine weeks since). I've attached all five statements for my account.

• Initial Complaint

  Date:07/20/2022

  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.

  Hello, I recently purchased a Vivent home security system. Within hours after purchasing the system, we realized how sketchy the company is and that they signed us up for a loan through citizens bank. We were able to cancel our Vivent contract (with difficulty) since we were still within our 3 day trial window. However, they had already sent our information to Citizens Bank and signed us up for a loan through their company. We were charged $264.45 by Vivent for the installation process which was then sent over to be deducted from our amount due with Citizens. Since we were able to cancel our Vivent contract, Citizens canceled the loan amount I was to pay for the vivent contract, and told me I would be refunded the ****** in **** business days. It has been about 2 months since this all happened and I have called Citizens on 4 separate occasions to find out when my money would be returned to me. Every time I call, they tell me they see a negative balance on my account in the amount mentioned above which means I should be getting a refund and it should take **** business days (although one representative mentioned it could take up to 20 business days). I am well beyond 20 business days from my initial contact with Citizens about this refund. Last night, I received an email from them stating that I owe them a payment of $44.08 due in August with a statement balance of $264.45. I do not know why they are attempting to collect money from me that they actually owe me money. I attempted to call them today (which would be my 5th time calling them) and their phone lines are down and not working (they also have one of the worst phone trees ever, it is quite convoluted and difficult to actually get a hold of someone to speak too). I am beyond frustrated with them at this point and will likely need help to recover my money or actually get resolution to my issues. Any help would be appreciated.

  Customer Answer

  Date: 08/01/2022

  I have not heard from the business in response to my complaint. They have attempted to call me twice but both times I was unavailable to answer. They gave me a call back number which I have called now on 4 separate occasions during business hours and have left voicemails telling them when I am available to talk and they have not called me back. The contact they have given me is ****** with the office of the chairman. I have called her number ************* and left her a voicemail 4 times since Tuesday 7/26. I dont feel they are making a sincere effort at this time to address my complaint. Please let me know if there is any additional information I can provide at this point, and thank you for your assistance.

   

  *****

  

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

• Initial Complaint

  Date:07/20/2022

  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.

  Attempted to enter auto loan deferment program. Documents that need to be signed for said deferment were sent via an unrecognized Email address separate from Citizens bank and became expired as I could only assume they were span. I Then attempted to have documents re-sent to my email address and was told to wait until at least money. By the time of Wednesday, there were no documents in my inbox and was told via Citizens Bank that the phone line for their Debt collection department was disconnected and that they would be unavailable until at least Friday. Was told that deferment and the sending of documents therein would not be possible until the phone line was reconnected. This resulted in damage to my credit score and unmerited late fees, as I attempted to pay back the interest on the deferred payments but was unable to because of technical errors on the part of ***************

  

  Business Response

  Date: 07/29/2022

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry.
  A detailed response has been communicated to **************** on July 27, 2022 by way of phone. 
  
  Sincerely,
  Office of the Chairman
  Citizens 
  

• Initial Complaint

  Date:07/19/2022

  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 requested a replacement Citizens Bank card but did not receive the replacement card in the stated time frame. I recently attempted multiple times to reset my password to the account and even after speaking with a customer service associate I have been unable to reset the password.

  

  Business Response

  Date: 08/19/2022

  Please see attached letter mailed to customer on 08/19/22- Office of the Chairman 

• Initial Complaint

  Date:07/18/2022

  Type:Product 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.

  The issue I have with Citizens Bank is that I am not a customer and never open an account with them. Yet, they assigned me a credit limited account and sent me monthly statements. I tried calling but was never able to get through. I also sent the letter regarding this issue, but to no avail.What I want is for them to close this account that I never asked for and stop sending statement.thank you

• Initial Complaint

  Date:07/18/2022

  Type:Sales and Advertising 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.

  This nasty business is sending me predatory student loan mail. I AM EVERY NO MAIL LIST POSSIBLE! This is harassment. NO MORE MAIL!

  Customer Answer

  Date: 07/30/2022

  The business sends me repeated emails. WHAT DO THEY NOT UNDERSTAND ABOUT NOT CONTACTING ME? 

  

  Business Response

  Date: 08/03/2022

  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 April 9, 2022  via email. 
  
  Please let us know if we can be of any further assistance.
  
  Sincerely,
  Office of the Chairman
  Citizens

  Customer Answer

  Date: 08/04/2022

  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. 
  

  Nothing was addressed. They continued to send me SPAM emails.

  [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,

  Chase

   

   

  

  Business Response

  Date: 08/12/2022

  Please note that we have fully addressed this matter directly with ********** on August 12, 2022 via mail. (copy attached). 
    
  
  Sincerely,
  Office of the Chairman
  Citizens