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
- 1,666 total complaints in the last 3 years.
- 470 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:05/22/2025
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 mailed a check to my home security company for $120. That check was stolen out of the mail and "washed." It was re-written for $20,000 and deposited at Navy ********************. ************ called me to tell me it was a fraudulent check. I reported it to police and US Mail Inspector General. I have also reported it to Citizens Bank multiple times. The bank keeps "closing" the investigations and will not provide a coherent update on what it is doing. Police, the depositing bank, the local branch manager who looked at this, and my own eyes can see that this check is fraudulent. Citizens Bank's fraud center is giving me the run-around. I need help because I cannot get attention from anyone at the bank. The claim numbers they have given me are C-3278844 and C-3279075.
Business Response
Date: 06/16/2025
A detailed response has been communicated to Mr. ***** on June 12, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 06/16/2025
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 #********. It was only after the BBB contacted Citizens did my issue receive appropriate attention. I appreciate the attention the BBB has given this matter and to Citizens for its response to the BBB's outreach.I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******* *****Initial Complaint
Date:05/21/2025
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.
Stolen check 1. February ****** 2. ******** unauthorized person cash my check 3.Citizens Bank - checking account ********* -check 5.Citizens Bank - I dispute many times but the bank denied my request and refused to resolve this issueBusiness Response
Date: 06/12/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:05/21/2025
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.
**Complaint Against: Citizens Bank****Date of Incident: May 21, 2025**To Whom It May Concern,I am writing to file a formal complaint against Citizens Bank regarding an overdraft issue that resulted in unjust fees totaling /$140. And still counting.I manage my funds through Cash App and only use my Citizens Bank card after ensuring I have deposited enough money to cover any transaction. Every time I use my Citizens card, I make a deposit beforehand to prevent overdrafts. Despite this, Citizens Bank claimed that my account went negative and charged me multiple overdraft fees.I immediately called customer service. A representative acknowledged that the fees were a mistake and assured me the issue would be corrected by May 21st. However, as of today, no correction has been made, and my account remains further negative.There are recorded phone conversations with Citizens Bank confirming this acknowledgment of error. I also have screenshots proving my timely deposits before any transactions took place. Additionally, I noticed that no deposit was processed after 10 p.m. on the day in question, which contradicts the claim that a delay or missed deposit caused the overdraft.I am requesting that Citizens Bank immediately reverse the overdraft fees, correct my account balance, and provide a written explanation of how this issue occurred and what steps are being taken to prevent it in the future.Business Response
Date: 06/04/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 06/04/2025
[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:05/21/2025
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 closed a credit card on 3/26 with confirmation number **********. After they told me the account was closed they allowed other charges to go through as well as charged me late fees for the invalid purchase. When I called to speak to someone, I was told they would have someone call me back to resolve the issue.Business Response
Date: 05/23/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:05/21/2025
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.
On the morning of Tuesday, 5/20/25, my Citizens Bank account was locked without any prior notice, warning, or explanation. As a result, I have been completely denied access to my funds. I was told that a letter would be mailed to me to explain the reasoning behind this lockout, but as of 5/21/25, I have not received any such correspondence. It is also not showing up in my **** Informed Delivery ********** make matters worse, Citizens has blocked my access to the online messaging system, and because my debit card is also frozen, I am unable to use third-party services to expedite communication. I have called multiple times but have not received a clear answer or a resolution.I find this situation unacceptable. Restricting access to a customer's own funds without providing written documentation or a clear and immediate resolution is both harmful and potentially unlawful. It has placed undue stress and hardship on me as I try to manage basic expenses without any clarity or transparency.Business Response
Date: 06/13/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 06/15/2025
[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:05/19/2025
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.
Within all of my payments with Citizens bank my bank statements and credit cards are very different from Aqua Finance and Portfolio *******************. One time I went to go get bank statements from two different citizens banks and both of the bank statements were different. In the year of *********, and 2021 is where the differences were made.Business Response
Date: 05/27/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 05/28/2025
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.
[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.
All threeWithin all three of my credit reports with the business, Aqua Finance and Citizens bank statements they all don't match payments. Since June of 2019 all of my payments were automatically supposed to be taking out of my bank account. As you see in the images I provided if you look closely you can see how the months don't vary within each other.
Regards,
Charlotte
Initial Complaint
Date:05/19/2025
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 under contract to purchase a home in *********** using Citizens Bank HomeLoans with Loan Officer, ***** F. ********* III. Before I decided to withdraw from the deal over the recorded phone call with him when he failed to meet the extended mortgage contingency costing me $15,000 in ******* money I paid 4/21/25 by fraudulently lying over the phone call saying he promised to notify the appropriate parties that I am withdrawing from the deal. Throughout the course of the contract, he has expressed gross negligence by never communicating my real estate agent ***** ******* after her calling several times and even going away on holiday for a week without any notice. I do plan on taking legal action against him.Business Response
Date: 06/06/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:05/17/2025
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 a citizens bank checking account that gets over a thousand dollars each week deposited into it from payroll deposits from money I work hard to earn by the way.I noticed that suddenly my account is locked for transfers of money to other banks. I'm guessing I now need to change everything to switch banks so I can transfer funds to other banks without a problem. Transferring funds is something I do frequently to support savings account for myself and family members I have accounts set up for so they can use in the future. Business purposes also happen frequently requiring me to transfer funds.With citizens bank, for at least 3 years prior, they have allowed customers to use a transfer service they offer and now they do not.Business Response
Date: 06/06/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 06/06/2025
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.
[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,******
I reject this response because you took away the ability for me to transfer funds with zero notifications that you were doing so. You can put back the ability to transfer funds with zero notifications too one would assume is true and correct. For example if I removed a file from one folder on my computer I could use a series of similar actions to restore the file to it's original location. I don't see how restoration of what you took away is any different.
Initial Complaint
Date:05/14/2025
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.
On Jan. 10, 2025 at 7:39pm, I attempted to withdraw $290 from the *** at the Citizens Bank NA branch at ************************************************************The amount was in different denominations: $20 bills x 10 and $5 bills x 16.When I counted the amount, it was short by $20 ($5 bills x 4, the other denomination was correct).I filed a **************** Claim #********* and only received a credit of $15 (a subsequent claim for the $5, #C-3218004, was denied).This is especially curious, since the withdrawal was for an even amount ($290), but the credit was for an odd amount ($15).When I spoke in person to the manager at the branch, the matter was left unresolved.This is a formal request for Citizens Bank NA to credit my account the remaining balance of $5 (I have supporting documentation if requested).Business Response
Date: 05/19/2025
A detailed response has been communicated to Mr. ********** on May 19, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:05/13/2025
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.
Bought a bike and financed it through Citizens Bank. The terms of the loan are zero interest for the first 12 months and then 29% after that. First, 29% is usury. That should be illegal. However, I have the means and intention to pay off the loan in the first 12 months. I have set up Autopay. I went to adjust the amount of Autopay so that it will be paid off in 12 months. However, that isn't an option on the website. The website doesn't allow an autopayment adjustment that allows the loan to be paid off during the interest free period. This is a Predatory Practice! I should be able to adjust the monthly autopay. It appears the company intentionally doesn't give that option so that people will end up paying an outrageous interest rate once the interest free period is over. This needs to be fixed. My next call is to my **************** to explain to them this predatory practice.Business Response
Date: 05/19/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 05/22/2025
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.
The response of the business did not address my complaint. My complaint was that they are using predatory lending practices by no allowing my to set up AutoPay to the amount of my choosing. They only allow a minimum amount which if followed would put me into the period where the remaining amount of the loan would then be charged a 29% interest rate. That is *****. They responded with the different options I had to pay the loan, but I was already aware of those options. And I will use those options to ensure the loan is paid off during the interest free period. However, I should not be made to jump through those hoops. This is a tactic being used to try to ensure people end up paying the 29% interest rate. It's unethical. The AutoPay feature should be adjustable so a client could change the amount to ensure payment (without monthly actions) could pay off the loan during the interest free period. If a person chooses to keep the Autopay amount the minimum that is their choice. Right now, the client isn't given a choice. The AutoPay feature should be made to allow adjustments to the monthly amount.
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,Jacob
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