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:07/20/2022
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.
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
CitizensInitial Complaint
Date:07/20/2022
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.
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
CitizensInitial Complaint
Date:07/19/2022
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 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 ChairmanInitial Complaint
Date:07/18/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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 youInitial Complaint
Date:07/18/2022
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.
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
CitizensCustomer 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
CitizensInitial Complaint
Date:07/18/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I 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 complaintsCustomer 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: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.
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 ChairmanCustomer 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: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 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: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.
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: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.
(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
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.