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
- 1,663 total complaints in the last 3 years.
- 464 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:01/26/2025
Type:Billing IssuesStatus: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 am being charged by Citizens ********** for two cell phones from *** Mobile, when I only bought one. Was told that *** Mobile has sent over the ****** credit request a month ago and still my account has not been adjusted. The reference number from ***- KSR000014806996. My account number -**************** is with ********************** Pay. I have called both companies numerous times, with no changes. Need to get my ****** credit to my account. I do not want to keep making monthly payments for something I never bought.Customer Answer
Date: 02/06/2025
[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:01/25/2025
Type:Product IssuesStatus: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 closed my safe box 3years ago,and they keep charged me every single year after i confrimed that safe box was closed,been there two times,called manager,she told me that they gonna refund me for this year,but past 2year they can not refund,it`s been 2 month and i didnt got any refund,i m just gonna close account with *************************** and not honor business.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:01/24/2025
Type:Service or Repair IssuesStatus: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 name is ****** ******** and I have been a member with citizens bank for over 10 years. Up until last week, I fell for a scam with one of those fake checks. I reported it to citizens bank and filed a police report. Since then, I was told by several people in ****** services, fraud and collections that my accounts would remain open and only my savings account would be closed. I spoke to someone two days ago and she assured me the same thing. Today, I was able to get onto my accounts no problem, now I am unable to log in. When I call to get my balance on a separate savings account. Its gone. I am not sure what is going on, but I am very disheartened by this. I have been a member for so long and fell for a scam. I am in being punished when Ive done everything I was told to do by citizens and was guaranteed nothing would happen to my accounts. Your staff and employees straight up lied and I believe that goes against the values of your company.Customer Answer
Date: 02/03/2025
They are not willing to help resolve this issueBusiness Response
Date: 02/26/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:01/23/2025
Type:Order IssuesStatus: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 filing this complaint against Citizens Mortgage for multiple serious issues since they acquired my ************************* June 2024, Citizens erroneously sent my escrow payment to another customer's account. This caused:Near depletion of my bank account Forced borrowing to make mortgage payments 40+ hours spent on resolution 20+ documented customer service calls Hours wasted on hold After three months, they:Sent incomplete reimbursement Refused to pay interest on wrongfully held funds Never acknowledged their error Additionally, they've obstructed PMI cancellation by:Refusing to consider current home value Not providing promised free AVM Creating unnecessary barriers despite my eligibility I request:Full reimbursement plus interest Compensation for borrowed funds Immediate PMI review using current value Free AVM as promised Retroactive PMI refund Written acknowledgment of errors I have documentation of all calls, correspondence, bank statements, and home value evidence supporting my claims.Their actions represent serious negligence causing financial hardship. I seek BBB's assistance in reaching fair resolution.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
**********************Customer Answer
Date: 03/11/2025
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.
I'm dissatisfied with Citizens Bank's handling of my account issues and their subsequent response to my complaint. My concerns involve two main issues that remain unresolved:
Misapplied Payments Issue:
Citizens Bank acknowledges they incorrectly applied my payments to someone else's loan for 7 months.
Despite admitting this error, they have refused to compensate me for:
The interest I lost on these funds during this period
The approximately 60 hours I spent on phone calls attempting to resolve their mistake
The inconvenience of having to transfer funds between accounts to cover these unnecessary payments
PMI Removal Request:
I was previously informed I was eligible for a free Automated Valuation Model (AVM) evaluation for PMI removal
Despite multiple requests, this evaluation has not been provided
The response I received contained generic information unrelated to my specific requestRegarding customer service, I had one conversation with *****, who repeatedly emphasized her responsiveness and promised to call back within days with an update. This follow-up never occurred despite my numerous calls and voicemails over the subsequent weeks. I did not receive any response until over a month later. Given Citizens Bank's failure to properly address these issues or offer appropriate remedies for their admitted errors, I intend to file a complaint with the Consumer Financial ***************** (CFPB) if a satisfactory resolution is not reached.
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,******
Business Response
Date: 03/16/2025
We have received the rebuttal notice pertaining to Case #******** for ****** *****. However, this correspondence is customer feedback only regarding our resolution and does not present a rebuttal complaint.
We provided a detailed response letter addressing our customers concerns via the ******************** portal on March 6, 2025. (attached here).
We feel we have fully addressed this matter and consider the issue resolved. We request the case status be updated accordingly.
Please let me know if you need any further details.
***** *****
Initial Complaint
Date:01/23/2025
Type:Service or Repair IssuesStatus: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 attempted several times to resolve issues of repeated unfair and unjust multiple $35 overdraft fees totaling $105 from just one day of 1/23/2025. These overdraft fees are all due to a failed claims department refusing to refund me for this current claim C-3131964 since it has been opened on 12/31/2025. I have spoken constantly everyday with supervisors who have Done nothing but state the merchant will not respond to them for over three weeks!! This is not acceptable at all!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:01/22/2025
Type:Billing IssuesStatus: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.
CITIZENSONE ******** $0.00**After thoroughly reviewing my credit report, I discovered a charge-off entry from CitizensOne that I believe is inaccurate. I have disputed this item multiple times, but each time, the investigations have been improper, and no action has been taken to resolve the issue. This error has significantly impacted my credit score and has prevented me from accessing credit at favorable rates, which is crucial for my financial well-being. It has also caused unnecessary stress, as I have made efforts to resolve the matter, only to face continued roadblocks. Under the Fair Credit Reporting Act (FCRA), I am entitled to have inaccurate information removed from my credit report. I respectfully request that this account be fully investigated, and if it cannot be verified, that it be removed to allow me to move forward financially.Business Response
Date: 02/03/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:01/22/2025
Type:Product IssuesStatus: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 called Citizens *********** to close my ** account and transfer the funds into my savings account on 1/13/2025 which was a day after the maturity date which was on Sunday. Since this is online only banking and had no other option but to call to request the ******* transfers so I called and received the request #****** to transfer both the already matured ** and the ** maturing on 5/22/2025. Even after 2-3 days of wait, the transfer of the funds for this ** account did not occur and I needed the funds last week so I kept calling and agents kept stating that the request was approved and shows as ** closed and the fund should transfer soon. This was last Wed a week ago. This week I called back still not seeing the transfer. The agent on two days ago on Monday says that it shows as the transactions has occurred although the transfer did not happen and it seems there was some issue. She said the request showed as completed so she closed the case and reopened another request # ******. I am still waiting to see the transfer since Monday again and still nothing!! The request for ** closure and fund transfer requested since 1/13/2025 and today is 1/22/2025 and I still don't have the funds transferred and I needed the funds last ******* one seems to take charge and keep stating that they have no control but ask me to ******* other **s that matured on 1/17/2025 with separate request # ******* are already transferred on 1/17/2025. so this is just absolutely unreasonable and I have never seen such an insanity at any institution that I banked at. Would appreciate your help to get this resolved asap please.Business Response
Date: 01/27/2025
A detailed response has been communicated to Ms. *** on January 24, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:01/15/2025
Type:Billing IssuesStatus: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 received a promotion offer from Citizens Bank stating I could earn a total of $600 by opening both a checking and savings account on the same day, making a $500 direct deposit within 60 days of opening the checking account, and depositing at least $500 each month for three consecutive months starting the month after opening the savings account. I went to the branch at **********************************************************************************, and opened both accounts. After meeting all the requirements, Citizens Bank only credited me with half of the offer amount. Despite multiple calls and visits to the branch, where they assured me I would receive the remaining amount, they later informed me that I was ineligible for the full offer because I didn't fund my savings account in the first month. The mailed paper offer did not mention any requirement for funding the savings account in the first month. This is essentially fraud, as they held my money in their accounts for over three months and are now telling me I am not eligible after I fulfilled all the terms outlined in the paper offer.Business Response
Date: 01/29/2025
A detailed response has been communicated to Mr. ***** on January 28, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 01/29/2025
Dear Officer,
I am not satisfied with the response from the business. They claimed that I needed to fund the account on the same day I opened it, which directly contradicts the offer I received. The offer clearly stated that the account should be funded the following month after opening.
This inconsistency between their statements and their written offer is misleading. One version requires immediate funding, while the other allows funding the next month. This appears to be a deceptive tactic to avoid paying the promised bonus. It is deeply frustrating and unfair.
I want to bring this to your attention so that others are not misled in the same way. Their approach is dishonest, and after keeping my funds in their account for over three months, they are now refusing to honor their commitment. I urge you to take action to prevent further consumer deception. And I request to punish them on their dishonesty.
Sincerely,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.
[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,Zhongzheng
Business Response
Date: 02/13/2025
A detailed response has been communicated to Mr. ***** on February 7, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:01/15/2025
Type:Service or Repair IssuesStatus: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 December 10, 2024, I wrote a check in the amount of $15,000 to Ms. ****** ******, a personal friend. She deposited the check in her account at ************** (**) (at its *********, ** branch). The check was cashed by CB on 12/17/24. However, ** has refused to credit Ms. ******** account. No explanation has been offered. In her recent communication with CB, Ms. ****** was advised that these funds would not be available to her until 2/24/25 at the earliest -- although no promise was actually made that the funds would be available to her at that time. In addition, my sister, **** *****, simultaneously made a gift to Ms. ****** of the same amount (i.e., $15,000). Those funds are also being withheld by CB with no justification or explanation. In my view, this is blatant theft of funds and justifies criminal action against CB and its responsible officers.Business Response
Date: 01/21/2025
A detailed response has been communicated to Ms. ***** on January 17, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 01/21/2025
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.
I received a phone call from a man name *****. He told me they received a complaint from you. He told me he could not give me any information because I am not a customer of the bank. He told me he can talk to ****** ****** - but she had been trying to reach him for days and he has not returned any of her phonecalls. I had a similar experience with a woman named *********. She left me a message on my phone letting me know that she wanted to verify that I, in fact, had issued the check to the bank's customer. She also advised me that he funds are still being withheld by the bank - but offered no information or explanation. In her voicemail message she asked me to return her call. I have tried daily and not heard back from her. The simple truth is that the bank has told me nothing or has justified it's conduct. According to the ***, in most circumstances, funds should be deposited into the customer's account within 5 business days. They have had my money since 12/17/24.
Thank you.
***** *****
[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,*****
Business Response
Date: 01/29/2025
We have received the rebuttal notice pertaining to Case # ******** for ***** *****. We spoke to Ms. ***** and provided her our response to the issue she raised to you and notified the BBB on January 21, 2025.
Although this may not be the outcome Ms. ***** had hoped for we feel we have fully addressed this matter and consider the issue resolved. We request the case status be updated accordingly.
Please let me know if you need any further details.
Thanks,
***** *****
Business Support Analyst
Office of the Customer
Initial Complaint
Date:01/14/2025
Type:Billing IssuesStatus: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.
My name is ******* ******** I have called in for my grandma about her claim dispute status for C-3133036 for payment $10.96 and for payment $165.34 and the agent told me for the payment $10.96 a credit was insured for it but for the payment $165.34 they was requesting 4 documents and I told him me or her cant provide the documents they need so they can process the $165.34 claim and I told him that she have ordered something but the ******* cancel the order and banned her account for no reason and when I contact them and she contact them by phone they told me and her they cant uban the account or issue a refund for the $165.34 and $10.59 we will have to contact the bank to dispute it and when I contact them back and she did too they told me and her they issue a refund for both payments but never I need yall to investigate the claim for $10.96 and investigate the claim for $165.34 and process a permanent credit for $165.34 and $10.96 her ssn is *********** to look up the account information for the checking and saving account I dont know the accounts numbers you can contact me at ************ etc her name is ***** ***** etc.Customer Answer
Date: 01/27/2025
I have not heard from the business in response to my complaint.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
**********************Customer Answer
Date: 02/10/2025
[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,
***** *****
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