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.
- 465 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:02/06/2025
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 said they paid my flood insurance from my escrow account on January 3, 2025. My insurance company never got the money, I only found out that my flood insurance is expired on 01/22/25 was from ****. When I called citizens on 01/31/25 they said it was paid, I told them no they get the same FEMA EXP notice that I do but still had no idea. They wired another payment to my insurance company *************************** and said it would be paid on 02/03/25 when I called my insurance company on 02/06/25 they said no payment has been received. They also received a second renewal notice from **** on 02/06/25 that said my policy expired on 01/22/25. Citizens Bank is not a good bank to do business with they lied to me when I took out this 30 year mortgage saying no point then after I signed the paperwork they added points.
Business Response
Date: 03/27/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:02/06/2025
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 took a loan from my pension check and deposited it via mobile deposit in December of 2024. I had recently opened the account with citizen's bank but it did say I could do a mobile deposit at the time. I deposited the money and it immediately was placed on hold. I reached out to citizen's bank immediately and was advised that it would be on hold until January 14th. I expressed to them that is an unacceptable timeframe as I need this money to pay my mortgage. I then attempted to ask them to stop pay it several times and they won't do that either. I've reached out to **********, the issuer of the check that my pension uses and they advised there is nothing they could do unless ************ releases the funds. I went back to my pension and asked them to stop pay that check and reissue it and they advised they cannot do it because ************** recorded it as cashed which is untrue as I do not have the funds to date. I have placed countless calls, I've been to CItizen's bank in person and no one is willing to help me . They are telling me the check will be held until March, that is unacceptable and puts me in a perilous financial condition. I want CItizen's bank to simply stop pay the check and provide proof so my pension can reissue it. This is TERRIBLE business practices and absolutely is impacting my ability to pay my bills and provide for my family. I need this matter resolved asap.Business Response
Date: 02/11/2025
A detailed response has been communicated to Mr. ***** on February 11, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:02/06/2025
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.
My partner and I opened up a citizens business account on 12/11/2024. We are a small and just begining as a home care agency. We tried a few times to set up payroll but with scheduling and bank employee vacation it didn't happen right away. We continued to use our citizens account through the begining of the new year. Making deposits and paying employees and keeping records. I reached out to citizens through email on Jan 13 asking if we could again set up payroll. They responded by saying our account was closed and "someone" from the branch should've reached out. No one did. I did recieve a letter dated 12/27/2024 stating they did close the account. We called ****************** and went in person to NO avail. Not one person would explain. The letter post marked 12/27/2024 stated we would recieve a check with our balance. To this day 2/0/2025 we have not recieved any check or email. We are a very small business and with holding almost $7000 or our hard earned money had taken a huge toll on our business. We have not had to pay over $4000.00 of our own money to pay employees. We need help. We just are asking for our balance to be payed back to us.Business Response
Date: 02/07/2025
A detailed response has been communicated to Ms. **** on February 7, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:02/06/2025
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 was a victim of identity theft and I am currently in distress and suffering from anxiety because of this. I am seeking help on my situation where my credit report reflects an outstanding debt that I know was caused by fraud. I have no idea how the theft took place. I also have no knowledge of any suspects. I did not receive any money, goods, or services as a result of identity theft. I am writing to request that you block the following Incorrect information from my credit report. Someone has used my personal information to obtain loans and credit cards from. Please let me know if you need any other information from me to block this information from my credit report.Business Response
Date: 03/25/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:02/05/2025
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 $175 of *** fees due to transaction that came through. I made a deposit of $305 to cover the transaction by 10pm as told by a rep. *** then the fees would be refunded the next day. They were not. I ended the night with a positive balance and due to the way they put the transactions through they are now telling me that I did not make a large enough deposit and I will not be refunded the fees. Their mobile app shows the transactions/pending transactions and then the representative is telling me the transactions in a different order than the app is showing!! This is wrong and robbery.Customer Answer
Date: 02/16/2025
I have not heard from the business in response to my complaint.Business Response
Date: 03/04/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:02/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 2/4/25 at 8:05am I received a text message that my checking account was overdraft. Upon reviewing the transactions I deposited 160 on 2/4 at about 1230pm. At about 1:00p I transferred 200 from my savings to my checking to cover the balance. After transferring I made 2 purchase for about 11$ at Popeyes and another for about 13$ at cvs. I left my account with a few dollars in my account so it wouldnt be negative. When I wake up I see 175 in overdraft fees when I transferred and paid the overdraft. I called the bank and explained and told them the message I received and they didnt want to do anything about it. They said they will continue charging and wont close my account.Business Response
Date: 02/20/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:02/04/2025
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 received a promotion offer from ************: 1) Open a savings account there (I did 9/18/2024). 2) Deposit $500 each month (October, November and December), I will receive $300 bonus. I deposited $500 into my savings account in each month listed above. However, the deposit in November was done on 11/30/24. The Citizens Bank refused to pay me the bonus $300 they promised.Customer Answer
Date: 02/18/2025
[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:01/30/2025
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.
Received a credit card back in June of 2024. Have been attempting to make payments online but it says my information is not correct even though it absolutely is. I've attempted to make contact with customer service to help me but they've also told me my information is incorrect and they're unable to verify my identity. I've incurred much interest and many late fees. Would like access to payments, and interest and late fees removed, so I can pay the initial balance.Business Response
Date: 02/06/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:01/30/2025
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 bank took money from my account for something that was 2 years old and didn't even noticed me about anythingCustomer Answer
Date: 02/09/2025
I have not heard from the business in response to my complaint.Business Response
Date: 02/14/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:01/30/2025
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 has completely mishandled my claim against the manufacturer of two defective $50 prepaid cards that I purchased from a local *********** store located at on 12/16/2024 that had missing numbers on the front and back of card.Business Response
Date: 02/04/2025
We have received BBB Case ******** which is a duplicate of our Open BBB Case # ********. We will provide our response to all concerns under BBB Case ********.
Sincerely,
Office of the Customer
**********************
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