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:07/11/2022
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.
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 ChairmanInitial Complaint
Date:07/11/2022
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 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
CitizensCustomer 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,
******* CartermedleyInitial Complaint
Date:07/11/2022
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'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
CitizensInitial Complaint
Date:07/11/2022
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.
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
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