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:01/14/2025
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 had changed primary banks and set up my automatic payments for my mortgage through Citizens to be paid through my new bank account, they charged the previous bank account and I got no notification that the payment did not go through until I checked my account after the payment reflected late on my credit report. I immediately made the payment and set up my auto pay again off the new account, and they kept charging the wrong bank account. I had to call 4 months in a row to get them to fix their errors and charge the right account. Now I am being penalized on my credit report and denied a new mortgage based off this late payment that was citizens fault and not my own.
Business Response
Date: 01/23/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:01/13/2025
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.
Called in September to get my account caught up due to falling behind from personal circumstances. They told me if I paid 3 months in a row the account would re-age. I made all the payments. Called back again in December and I was told there was never a re-age on my card. She stated I was told incorrect information. She then set me up on a payment plan that would stop all interest and late fees. When I was told I was being put on a reage plan my account continued to accrue interest and late fees. This NEVER would have happened had they done it correctly the first time. The *** said she would file a dispute on my behalf. I have called and called and called. NO ONE can give me an answer as to what is going on. I get told something different EVERY TIME I call. They then tell me to call a number that NO ONE answers and a recording comes on stating they cant take calls. This last time I called the lady lied and said she tried calling the number and it went through. Not even possible as Ive called it over and over again and never goes through. I want any interest charges and late fees removed from my account that were applied since September which is when they made the mistake!Customer Answer
Date: 01/24/2025
I have not heard from the business in response to my complaint.Business Response
Date: 03/07/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:01/13/2025
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.
Hello,*********************************************** is in foreclosure, because City of ******* has failed to honor my, *******%, church, tax exemption, in the same way that other, ******* churches, have received this, aforementioned church exemption. With this, forementioned information, remove enough money from my, Citizens Bank Account, Business Account, then send this, tax money for this aformentioned property, to ******* to save this property from foreclosure, because Wayne County Jail Representatives have detained me at their locations for over 8 months.Detroit *********************** ************** ****************** Detroit *********************** ******* A. *************************** ******************************************************* ************ Monday - Thursday 8:00 am - 4:30pm, Friday 8:00am -12:00pm phones only WWW With Appreciation,**** Cordell *********Business Response
Date: 01/23/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:01/13/2025
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 am Citizens Bank customer that has been unable to obtain any assistance in the resolve of my current open claim with Citizens C-3131964.Business Response
Date: 01/17/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:01/12/2025
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 applied for upgraded lease of apple equipment. It approved me and then denied me and left me with a hard inquiry which was only to happen if I was approved. My social is ***********.Business Response
Date: 01/28/2025
A detailed response has been communicated to Mr. ****** on January 27, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:01/11/2025
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.
Particulars: In April 2024, we sold our property and had the funds deposited into our account with ****************. It was our intention to transfer the proceeds of the sale from our account with **************** to our account with ******** New Zealand for the purchase of a new home in ***********. The funds in US dollars in Citizens Bank were to be exchanged to arrive as New Zealand dollars at ********. Promotion: On its website, as well as in other promotional material, Citizens Bank promote their *********************************** They also promote their **************************** branches. They boast that they offer international wire transfers in over 125 currencies and that these can be requested Monday through Friday from 8:30 am to 5:00 pm Eastern Time and that International Wire Transfer requests may be initiated by visiting any of their branches. Preparation: Advanced notice of approximately 7 days of our intention to make use of this service was given to the manager of the ****** branch of Citizens Bank to ensure a staff member with an appropriate level of competence who had received adequate training and had gained sufficient relevant experience would be available. Citizens Bank were unable to provide the service they claimed. Because of the delay to the transaction caused solely by the negligence of Citizens Bank we were exposed to fluctuations in the exchange rate. I have calculated the loss to be US$12,********* has been established that Citizens Bank were entirely at fault and they have offered an apology but refused any compensation. Had Citizens Bank been straightforward, open and honest about their inability to perform the service I requested I would have had the opportunity to have made the alternative arrangements I ultimately had to make and to have them in place in the week preceding April 30, 2024. Citizens Bank denied me that opportunity and option.Business Response
Date: 01/22/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 01/25/2025
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 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 # ********.
I am not satisfied with this resolution for the following reasons:
In their letter dated July 23, 2024 Citizens state that on April 30 **************************************************************** New Zealand Dollars (NZD) was ******. On May 1, **************************************************************** New Zealand Dollars (NZD) was ******.
On April 30, 2024 - the rate quoted to me by the branch was ****** and not ******. This has never been disputed by Citizens Bank.
Why was I not quoted the more advantageous rate by the branch?
This has never been addressed by Citizens Bank.
On May 1, 2024 - the rate quoted to me by the branch was ****** and not ******. This has never been disputed by Citizens Bank.
Why was I not quoted the more advantageous rate by the branch?
This has never been addressed by Citizens Bank.
In their letter dated July 23, 2024 Citizens state that the rates quoted are the standard ** rates. They differ significantly from the rates given to me by the branch therefore the rate given to me by the branch were the standard ** rate and the rates quoted in their letter of July 23, 2024 were the negotiated ** rate.
With the amount of funds involved I had requested and was expecting the negotiated rate.
In their response, not one of my concerns was addressed. Instead it was just a reiteration of their refusal to address any of the anomalies and questions I raised in a cynical display of stonewalling. This has been the pattern of communication with Citizens throughout this dispute.
I look forward to receiving a comprehensive response to all the issues and questions raise both here and in my original complaint.
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.
Sincerely yours,
Initial Complaint
Date:01/11/2025
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.
Claim number - C-3149069 Before I closed my Citizens Bank account, on Transaction Date: May 10, 2024, a payment of $2,943.95 was sent to a merchant called Target Red Card without my consent. This payment was supposed to be stopped due to an ongoing dispute I had with ****************. The initial charge with **************** was placed on my Target Red Card; however, due to services not being provided by ****************, the charge in question was disputed with ******. In the meantime, I went to arbitration with **************** and won the hearing. Target was supposed to return this money to me numerous times, but has still not done so. Therefore, I am requesting that the money be reversed back from ******. I would rather speak to someone on the matter at Citizens, and my cell number is ************Business Response
Date: 01/15/2025
A detailed response has been communicated to Mr. ******* on January 14, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:01/10/2025
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 checking account had the following amounts debited on December 23, 2024. for the following amounts: $299.99; $999.99, $999.99; $999.99 and $9.99 from a website that I never ever went on. . I contacted citizens bank and told the bank I had no idea what this was for and I didn't do this. I filed a claim with Citizens on 12/24/2024. I was told by the bank my debit card was hacked and I filed a claim #C-3116318 on 12/24/2024 and it would take 7-10 business days. Today Jan 10, 2024 I received a denial letter from the bank. I am filing this complaint because I dd not go on the website PNM*Sweeptasti ***********, **. I never even heard of this company.Business Response
Date: 01/16/2025
A detailed response has been communicated to Ms. ****** on January 15, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:01/09/2025
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.
After several years, documents, phone calls, and overnight mail fees to establish access to an *** account of my late husband held by Citizen's Wealth Mgt. Fund; Citizen's said all accounting was in progress and I was assured the funds would be made available to me as the beneficiary. I was sent docusigns a few weeks to complete by Citizens, and subsequent letters with the account information. I was also told several times, everything was fine. Yesterday, a very rude individual I had never spoken to called and treated me disrespectfully acting as if I were trying to jailbreak an account. I was told for the first time I was not a beneficiary, they had no records, did not know why I was calling, and denied any explanation and did not offer any follow up or phone numbers to assist in looking into how this account was so mishandled. A last call back was met with disdain and refusal to supply any reason why this all transpired after an exhausting process and assertions by an attorney. I provided ************** with the email from the attorney who had written to the bank over 2 years ago. I have attached supporting documents that show more than one individual believed the process was routine, and the beneficiary clearly designated. I have even submitted a letter from ************** notifying the Executors of his estate who the beneficiary was with ************** letterhead. Smoking gun demonstrating incompetence.Please forward this information to a higher up department, because an apology should have been offered if all of this was a major mistake, and if everybody was lied to and poor handling on Citizen's end. I also do not want to get robbed by a bank. If the individual who sent me a link yesterday to upload my documentation is wrong; she should be reprimanded for being rude. Estate matters are a serious matter and should be handled with respect which she lacked to the core. I never asked for this fiasco. Thank you.******* **** ph: ************Business Response
Date: 01/15/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:01/08/2025
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.
A company named ********** hacked my debit card and started taking money out of my debit account on December 23, 2024. They started by taking small amounts such as $58, $61, so I did not notice until January 4, 2025 when they took 2 payments from my account in the amounts of $164 and $178.76. I called Citizens Bank right away and reported the fraudulent transactions. The bank representative shut down my debit card and she said I would receive a new card. I filed 2 claims for these transactions because the payments taken from my account on Saturday were still pending so the agent did not file a claim and asked me to call back once the charges were posted. I did what she told me. However, I still haven't received the funds back to my account. Furthermore, **************** charged me twice for overdraft fee in the amount of $70. They charged me overdraft fee every day which is a violation of law. They violated my consumer rights. I am a victim of theft and Citizens Bank agents do not care for this matter. They do not take it seriously and they try to make more money from it. A third-party accessed my account and transferred my money out and the bank refuses to refund me for those assets. Citizens Bank has caused me damages and the bank is liable. Normally when an unknown company takes money from my account, I am supposed to receive an email or SMS but I received nothing for these transactions.I demand all the money taken from my account by ********** back and the overdraft fees that this bank charged me. They charged me 2 overdraft fees for $70. This fraud has caused me economic injury and emotional distress. If they do not return the fees and these transactions back to my account, I will file a federal lawsuit.Business Response
Date: 01/15/2025
A detailed response has been communicated to Ms. ******** on January 15, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 01/16/2025
[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,
****** ********
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.