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

  222 Boston Post Rd Orange, CT 06477-3207

• 

  Citizens Bank

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

• 

  Citizens Bank

  875 Elm St Manchester, NH 03101-2120

• 

  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:01/29/2025

  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.

  Nothing has been done even reaching out to corporate I'm preparing to file complaints with the Better Business Bureau, Attorney General, and other relevant agencies due to the unacceptable treatment I've received. In my previous conversation with the loss mitigation representative, I was informed that they couldn't locate my online application because of ongoing website issues, resulting in missing applications for numerous individuals. As a consumer, it's appalling that I'm being penalized for the company's internal technical problems. Tomorrow will mark another day of inaction, and I demand that someone from the corporate office intervene to resolve this issue and provide a suitable arrangement on my account. The lack of accountability and customer care is staggering, and it's clear that the consumer is being unfairly burdened." "I'm facing the alarming possibility of losing my home due to an internal issue within the company. I urge you to escalate this matter to a senior representative who can intervene and provide a suitable arrangement on my account. Time is of the essence, and I request immediate attention to resolve this situation. If you're unable to assist, please forward this to a higher authority who can provide the necessary support."

  

  Business Response

  Date: 02/19/2025

  Please see attached a copy of our response letter only being provided for your files.  All supporting document enclosures have been uploaded to the Consumer Financial ***************** in response to a similar customer complaint. 
  
  Sincerely,
  Office of the Customer
  **********************

• Initial Complaint

  Date:01/29/2025

  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.

  I was sent a bank bonus offer for $400 for fulfilling one $500 direct deposit and $100 savings deposit for 3 consecutive months. I fulfilled all terms and conditions and citizens refuses to pay me the bonus I am entitled to. I was told when I opened the account on two separate occasions that I would be paid the bonus by Jan 31 2025. I have not received the bonus.

  

  Business Response

  Date: 02/12/2025

  A detailed response has been communicated to Ms. ****** on February 4, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

• Initial Complaint

  Date:01/29/2025

  Type:Order 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 am not liable for the debt claimed by **********. There is no contractual relationship between me and **********, and they have not supplied the original agreement as requested.

  

  Business Response

  Date: 03/06/2025

  Please see attached a copy of our response letter being provided for your files.
  
  Sincerely,
  Office of the Customer
  **********************

• Initial Complaint

  Date:01/28/2025

  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'd like to file a complaint against the Citizens Bank located at ******************************************************. The card reader to get info the *** vestibule does not work so I cannot use the *** after hours which is unacceptable being the only Citizens in ***********. I have reported this directly to them months ago and it's still not fixed

  

  Business Response

  Date: 02/13/2025

  Please see attached a copy of our response letter being provided for your files.
  
  Sincerely,
  Office of the Customer
  **********************

• Initial Complaint

  Date:01/27/2025

  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.

  On 09/20/2024 I financed a phone purchase through Citizens. A statement was issued on 10/03/2024 with a balance of $34.59 Prior to the 10/28/24 due date, my online account showed a 10/23/24 promotional credit in the amount of $34.59. A statement was issued on 11/03/24 with a balance of $34.59 due 11/28/24. This statement showed a "transaction" on 10/23/24 indicating a "Device Promo Discount" credit of $34.59.I continued to get text notifications that I had a a payment due despite the credit showing up prior to the due date of 10/28/24. I contacted Customer support and got different explanations. on 11/08/24 an a support operator told me, based on the $34.59 credit I was up to date, I was getting the text messages because the "system did not update."On 11/25/24 I called again as I was continuing to get text messages even though on 11/24/24, I received another $34.25 credit to cover the 11/03/24 bill statement. I asked to speak to a Supervisor and spoke to ***** *******. As I explained to ***** my hesitation to pay the $34.59 Citizen was indication was past due, ***** agreed that based on the dates the $34.59 credit transaction, I should not be labeled as a late payment. He told me that I was not the only one calling about this credit not covering the bill despite the credit showing up prior to the due date. I told him that I did not want to be assigned a late payment and will pay it if necessary but did not feel it was appropriate. He pushed my complaint up for review and told me that he would get back to **** did not hear back from ***** or get a call back from the employee assigned to investigation until Citizen had reported me to the credit reporting agencies as having a "Late Payment". When I received that notification I immediately payed the $34.59 despite my account being credited that amount each month prior to the due date. Citizen has refused to correct the ding on my credit despite my efforts to get clarification of the account credits.

  Customer Answer

  Date: 02/07/2025

  I actually have heard from the business in response to my complaint and BBB contacting them but the issue is not yet resolved. The person handling my complaint is going to do some more looking into it as we discussed the matter more and I explained to him that on 11-25-24 I had spoken to a supervisor, prior to them labeling my account as a late payment) and he said that he understood my concern, that I was not the only customer with that concern. He said he would look into it and get back to me. I told that Supervisor that I would pay the amount they claimed that I owed but that based on the statements I did not believe it was necessary given there was a promotional credit already applied for the $34.59 due. Since he said he would get back to me, I understood that no negative action would be taken.  I never heard back from him but got notice of a missed payment o my credit report.  As soon as I got a credit notification that a missed payment was reported to credit agencies, I immediately paid. I had contacted Citizen multiple times prior to this to ensure that would not happen. 

  

  Business Response

  Date: 03/05/2025

  A detailed response has been communicated to Mr. ****** on February 10, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

• Initial Complaint

  Date:01/27/2025

  Type:Sales and Advertising 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.

  Despite multiple requests to remove my name and address from marketing mail, I continue to receive 2-3 pieces of marketing materials from this business. I hope this complaint reaches someone who has enough intelligence to follow through on my request, and now, my demand to stop these mailings.

  Customer Answer

  Date: 02/07/2025

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

  

  Business Response

  Date: 02/13/2025

  Please see attached a copy of our response letter being provided for your files.
  
  Sincerely,
  Office of the Customer
  **********************

  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:01/27/2025

  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.

  Being charged overdraft fees when the funds was available at the time of purchase, funds withdrawn from account, ****************** place hold on transactions then reverse charge after they hit with overdraft fees. Several payments was to come out account today and card keeps declining when funds are in account. Causing failed payment and extra fee

  

  Business Response

  Date: 01/31/2025

  A detailed response has been communicated to Ms. **** on January 31, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

• Initial Complaint

  Date:01/27/2025

  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.

  We opened an account with ********************** to withdraw since our bank (ccu) is out of state. We transferred $2500 to open the account online. ********************** pulled through $5000 (2 x $2500 transfers). Looking online, people have been complaining of this double charging/double transfer for years, and citizens hasn't fixed it. We wouldn't have banked with them if we had known. In several cases, people haven't been able to get back the second withdrawal amount from the bank, as they have stated online on multiple platforms. This is fraud and they are scamming customers out of their money, and they are not disclosing this known issue or fixing it. Furthermore, even though it has cleared our original bank as of 1000 1/27/25, our account with ********************** claims $0 as of 1024 1/27/25, so our money appears to have just disappeared at this point in time.

  

  Business Response

  Date: 02/06/2025

  A detailed response has been communicated to Ms. **** on February 5, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

• Initial Complaint

  Date:01/27/2025

  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.

  had an extremely frustrating experience with Citizen Pay. My parents and I purchased new phones through *** Mobile and financed it via Citizen Pay. When I tried to set up our account online to begin payments, I kept receiving an error message instructing me to call customer support for assistance. I ended up making three separate phone calls to resolve the issue, with the final call lasting over an hour.With each representative I spoke to, I received conflicting information on how to address the problem. It turned out that the account had been set up with incorrect details. My father's last name was misspelled, and there was a phone number listed that we didnt recognize. When I called the number, I reached someone who confirmed they had a Citizen Pay account and had just called customer support earlier that day. Theres no logical explanation for why another customers information would be associated with our private account.While I was eventually able to establish the account, I continue to receive occasional error messages stating that the login information is still incorrect, even though Im using the same username and password that previously worked.This has been the worst customer service experience Ive ever had. Im deeply concerned about the security of our personal information and worried that interacting with Citizen Pay to resolve future issues will continue to be frustrating and difficult.

  

  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:01/27/2025

  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.

  I filed a complaint with the BBB against Clear One Advantage on approx November 22, 2024.I have since felt gratified that Clear One Advantage has responded to my complaint by assigning an agent to address this issue with Citizens Bank *********************** The Clear One Agent ******** ****** *******************************has done the necessary background checking in order to show evidence That the account with **************** has been resolved and paid according to the agreed amount of settlement. However Citizens Bank ********************** decided in the middle of negotiations with the Clear One Advantage agent to assign the file to another collection agency:**************************. Agent contact email: ******* **************************************** ************ Demanded a delay in order for them to do their research into the issue. Near the end of that time period Resurgent decided to reassign the file to a third ******************* In the meantime the collection is still showing on my credit report as a collection from Citizens Bank. This is preventing me from proceeding to refinance my mortgage. I believe Citizens Bank has done a very bad job of representing their reputation and has done its utmost to avoid resolving this collection issue. The agent: ******** ****** ******************************* Has provided Citizens Bank collection department as well as Resurgent collections the evidence proving the debt has been paid and resolved according to Clear One Advantage records. What I want is for Citizens Bank to finally do whats right and resolve this issue one and for all and remove the collection from my credit ********* appears to me all the necessary documentation has been provided to Citizens Bank and associated departments to prove this account has been paid according to the agreed documentation.If documentation is required please contact ******** ****** Representative for Clear One Advantage.

  

  Business Response

  Date: 02/04/2025

  A detailed response has been communicated to Mr. **** on February 4, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************