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Business Profile

Bank

Citizens Financial Group, Inc.
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BBB Accredited BusinessA Rated by BBB

Complaints

This profile includes complaints for Citizens Financial Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Citizens Financial Group, Inc. has 1146 locations, listed below.

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    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 Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/18/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 went to this ************** Branch to deposit $634 into the *** between the hours of 12pm - 4pm on 4/3/2022.When I went to deposit the money, the *** took the money and gave me a receipt saying to contact customer service due to an error. I checked my account online and the money didn't show in my account. I called Citizen's that same day to file a claim. I also notified a customer service representative that I had a receipt to prove that the money didn't go through. To which she responded "we don't need that". She then told me that they will give me the money and investigate.I waited over a week for them to deposit the $634 and it wasn't until I called them again that they notified me that "they didn't have enough information" and that the claim amount was made for $734 not $634. I informed them that was a mistake and we had to make a second claim on 4/11. I didn't hear back from the bank again after that so I assumed everything was fine. Until I got a letter in the mail saying I owe the bank $634.I spoke to 3- 4 customer service/claims reps about why my claim was denied and I got these responses: "we didn't have enough info", "I don't know we didn't check the cameras", "we needed more evidence" (even though they said they didn't want my receipt - which I no longer have), "we can investigate again" etc. I filed a third claim with them on 6/8 with the same kind of run around. I then requested to make a compliant against the bank due to the lack of accountability, mistakes made by their representatives regarding my info and lack of a through investigation. No one ever got back to me about my claim or my first compliant. So I called again to make a second compliant to which I spoke with a supervisor. She completely dismissed my concerns and said she would get back to me but never did. Now my account is -$598.67 and the collections department is trying to force me to pay this back - when nobody has addressed my complaints

      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. 

      Regards,

      ***********************

    • Initial Complaint

      Date:07/18/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 charged me a $20 Service fee on account that I had requested be closed on multiple occassions. They did not alert me to this fee and it went "past due". They reported this "delinquency" to the credit reporting agencies which resulted in the lowering of my Stellar Credit rating from 821 to 715, a drop of 106 Points. I have never had a delinquent payment as long as I have had a credit rating and so this is very upsetting. I've asked for a timeline on the reversal of the erroneous credit report and have not been a definitive timeline. I do not understand why it took only a matter of minutes to report the "delinquency" but now weeks to reverse the error that Citizens has acknowledged was their was fault, The lack of attention and sense of urgency to resolve this issue is unacceptable. I would like the BBB to help escalate this issue to the appropriate Citizens Management who can resolve this issue ASAP.

      Business 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 Chairman

      Customer Answer

      Date: 08/18/2022

      [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:07/18/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 closed my account because a sales rep from Vivint fraudulent started the account. I requested to have all the money I paid into this account be credited back to me which the company agreed. My request has now taken over a month to receive the funds. My problem now is that they say they sent me the check but I have not received it.

      Customer Answer

      Date: 07/28/2022

      [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:07/17/2022

      Type:Billing Issues
      Status:
      Resolved
      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 continue to violate my federally protected consumer rights under 15 USC **** states that I have the right to privacy. 15 USC **** section 602a state furnisher can not furnish my personal information or account without my written instructions. I did not give Citizens Bank written instructions to furnish my personal information and account to Chexsystem. The consumer law is very clear that this information can not be share or furnish to third party without my written instructions. Citizens Bank is in clear violation of the law. I have written multiple dispute letters over the last three months to Citizens Bank dispute and explaining my position under my Federally protected consumer rights with no response from Citizens Bank. This is a clear violation of the **** after I have disputed this item with Citizens Bank multiple time within the last 3 months. Citizens Bank need to stop reporting my personal information and account to Chexsystem under 15 USC **** and 15 USC **** section 602a.

      Customer Answer

      Date: 07/27/2022

      [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.] They business has responded to me and have stated that they have received and working on my dispute. Citizens Bank has stated that they will respond to my dispute within the next week. Thanks.

      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:07/15/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      (see uploaded documents)

      Business Response

      Date: 09/17/2022

      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 9, 2022 via mail when responding to a similar complaint filed with the Consumer Financial Protection Bureau.   
      We have provided a copy of our response letter here for our customers convenience. 

      Sincerely,
      Office of the Chairman
      Citizens

    • Initial Complaint

      Date:07/11/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 October 15, 2021 I received a letter from **** letting me know that my online savings account was sold to Citizens Bank and no further action was necessary. All my savings would now fall under this new company. I have since received only 1 statement from Citizens (quarterly statement) in which I noticed that $15.00 was taken from my account as a "Service Charge - Dormant Account Fee." I tried to call the customer service line to only get a recorded message that due to high call volume the wait time was more than 60 minutes. I logged on to the new Citizens account and noticed not only did Citizens take out $5.00 per month since February but I didn't receive any statements for the first quarter in which another set of service charges were taken. As it stands today, Citizens has taken $25.00 out of my account without permission and still no contact has been with customer service. I tried emailing several Citizens departments and called several of the phone numbers that they have listed online to no avail. All my emails got returned and tonight I waited for C/S for 28 minutes and still no answer.

      Business Response

      Date: 07/15/2022

      Please note that we have fully addressed this matter directly with ******** GENTILE on enter 07/15/22.  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 Chairman

    • Initial Complaint

      Date:07/11/2022

      Type:Order Issues
      Status:
      Resolved
      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 sold my car on 07/02 with a pay off balance of ********. However there was a past due amount owed at the time of the sale. I was told by car *** that it could take over 15 days before the bank received the payoff so I paid the past due balance. A Rep from citizens informed me that car*** payed the balance after they deducted my past due amount which was somewhere near ***** however car*** has informed me that they did pay the full payoff amount meaning the balance left should be returned to me. I spoke to 2 representative during business hours who informed me that I needed to provide proof of payment. I do not have this proof and dont feel like I should be responsible to provide it if Car*** paid out then it should be someone that can access that payment or provide me with a copy of what they paid out.

      Business Response

      Date: 07/22/2022

      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 19, 2022 by way of phone. 

      Sincerely,
      Office of the Chairman
      Citizens 

      Customer Answer

      Date: 07/30/2022

      [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,

      ******* Cartermedley

    • Initial Complaint

      Date:07/11/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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'm exercising my rights in accordance with 15 USC **** and opting out of credit reporting by Citizens Bank to protect my right to privacy of my non public information being furnished by your company and request that it be deleted from my consumer report immediately. See attachments for more details!!!!

      Business Response

      Date: 08/02/2022

      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 2, 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:07/11/2022

      Type:Billing Issues
      Status:
      Answered
      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 bank had a fraudulent hard inquiry into my Equifax credit file and refuses to remove this, despite my repeated requests they update their records and appropriately handle the fraud their business attempted using my credit profile. I have disputed this several times through Equifax and provided evidence of a fraud alert and my credit is now locked/frozen for all three credit reporting agencies. I have attempted several times to contact this fraudulent creditor to remove the hard inquiry from my credit report but they have no phone number listed, only their address for the hard inquiry.This bank needs to do their due diligence when protecting sensitive data, and respond to users reports of FRAUD. I don't know how they are still in business given their extremely shady business practices.

      Business Response

      Date: 07/22/2022

      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 ****** Folks on July 20, 2022 by way of phone. 

      Sincerely,
      Office of the Chairman
      Citizens 

    Citizens Financial Group, Inc. is BBB Accredited.

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