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.
- 465 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:01/07/2025
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 account was hacked the end of nov, beginning of Dec. There was over 800$ in purchases i did not make. one purchase being large. when i received the alerts for these purchases i immediately contacted citizens bank. I ***orted it and let the *** know, i DID NOT make these purchases. My Christmas money was being save on my card for Christmas shopping. First they were extremely rude, saying i spent the money. I let them know i had been in work all day and i have not used my card in the last two days. They then said it will take 2 weeks for an investigation and THEN they will decide if i didnt spend the money and really got hacked. I have 3 children. Three children who had chistmas coming. rent, car note, car insurance. etc etc etc the list can go on... We are now in January. I am writing this January 7 **** still have not received my money back. they claim they are still investigating. I am completely done and disgusted with this bank. they are horrible and dont care about their customers. i have been with this bank for more then 4 years. This hasnt happened before, and i have never made a claim like this before. I would just like my money back so i can close out my account with them and leave. Please help however you can. thank you
Business Response
Date: 01/14/2025
A response has been communicated to Mr. ***** on January 13, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:01/07/2025
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 12/4/2024 Citizens bank tried to cash a check that they told me was fraudulent they then tried to cash the same check on 12/6/2024 and 12/10/2024.And when I contacted them they told me that they were holding funds to make sure that the check wasn't fraudulentBusiness Response
Date: 01/29/2025
A detailed response has been communicated to Ms. ****** on January 28, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:01/06/2025
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 opened a checking account for my business in November. On Nov 20 I deposited +$242.15. More than a month later I tried to withdraw some of my funds and on the web site and app it says my account is on hold so I cannot access my money. I was never notified that there was any problem with my account. I called and Citizen confirmed there was a hold on my account but they could not explain why. They put the phone call on hold for a very long time and eventually they told me they needed to refer this to another office and someone from that office would call me back to resolve the issue. They were unable to transfer me to this person and could not give me a number to call. No one ever called me back. Today I used the text function on Citizens app and after a very long time was told they could not find any notes on this case and could not help me and I needed to call Business Banking. I called Business Banking and they again confirmed there was a hold on my account but seemed confused and apparently couldn't find any information about my case. They again put me on hold for a very long time. They then came back and said they had to refer this to another office and someone from that office would call me back. I said that's what I had been told last week and no one ever called me back and I needed my money. They said they couldn't transfer me and couldn't give me another number to call and there was nothing else they could do. This behavior is really unconscionable to a bank to accept money and then not allow access to the money, not notify, the individual, and not provide any resolution for days.Business Response
Date: 01/09/2025
A detailed response has been communicated to Ms. *** on January 8, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 01/09/2025
[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,
***** E ***Initial Complaint
Date:01/06/2025
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 a customer in *************** and I received a letter in the mail stating my account was terminated as of 12/24/24. My debit card was cancelled and my account was froze the first week of December of 2024 with no prior notification. I have not yet received the money in my account. The branch of Citizens bank and the toll free number refuse to give me my money around ****** dollars in my checking account. They stated my account is under review, and refused to give an explaination as to the reason why my account is under review and why the money is not be given to me. I spoke to the headquarters and I did not receive adequate information of when my check will be available. As a retired teacher on a fixed income, I have no funds to live on, and I unable to pay my bills. I will loose the apartment I own, cars I am making payments on, electricity, and cellphones. I eating only one food meal per day from meals on wheels since it is free.Business Response
Date: 01/13/2025
A detailed response has been communicated to Mr. ****** on January 8, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:01/06/2025
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.
Citizens Bank has advertised their new service called 'Piece of Mind,' which is supposed to protect customers from overdraft fees by notifying them about a negative balance and allowing time to cover the balance from another Citizens Bank account. Recently, my account went into a negative balance after an automated payment, and I was never warned about it. Although I had enough money in my other accounts, they still charged me an overdraft fee of $35, which seems ridiculous. Why offer a service if it doesn't work as intended? I was relying on this. Thanks for taking my money.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
**********************Customer Answer
Date: 01/15/2025
[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,
Artjoms ZavalinsInitial Complaint
Date:01/04/2025
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.
the following transactions are unauthorized and i never gave my card information to the merchant. i noticed the transactions on december 10th ****************************************************************************************************************************************** because i lost my money and this bank account was only for autopay for bills so it wasnt checked often but once i noticed it i disputed but bank is not helping me nor crediting me during holiday's SUNMAN GLOBAL EXPRESS 1, DECEMBER 10 2024 AMOUNT: $500 2, DECEMBER 05 2024 AMOUNT: $500 3, DECEMBER 03, 2024 AMOUNT: $460 4, DECEMBER 02 2024 AMOUNT: $500 5,DECEMBER 02 2024 AMOUNT: $300 6, DECEMBER 01 2024 AMOUNT: $78.00 7, DECMEBER 01 2024 AMOUNT: $1000 8, DECEMBER 01, 2024 AMOUNT: $1,059.00 9, DECEMBER 11 2024 AMOUNT: $1,059.00 10, DECEMBER 11 2024 AMOUNT: $529.00 11, DECEMBER 11 2024 AMOUNT: $380 MONEYGRAM US 1, NOVEMBER 21 2024 AMOUNT: $1000 2, OCTOBER 29 2024 AMOUNT: $1,001.99 3, OCTOBER 22 2024 AMOUNT: $730 4, OCTOBER 16 2024 AMOUNT: $100.59 5, OCTOBER 16 2024 AMOUNT: $100.59 6, OCTOBER 10, 2024 AMOUNT: $1,001.99 7, DECEMBER 09, 2024 AMOUNT: $200 RIA ********************** SERVICES 1, DECEMBER 01 2024 AMOUNT: $100 2, DECEMBER 01 2024 AMOUNT $100 CLAIM NUMBERS: 1, C3094499 2, C-3094542 3, C-3094422 4, C-3106846 5. C-3106879 I NOTICED THE CHARGES ON DECEMBER 10TH OF ************************************************************************************************************************************************ Lastly ******** from office of customer was assigned to me on December 25th she called once and I couldnt reach her afterwards , calls after calls but no response even emails . Im frustratedCustomer Answer
Date: 01/14/2025
I have not heard from the business in response to my complaint.Business Response
Date: 01/28/2025
A detailed response has been communicated to Mr. **** on January 27, 2025 by way of phone.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 01/29/2025
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 am out of country so I did not receive any calls and they are not considering the fact that I was out of country at **** going volunteering for some time but they wont consider that while trying to get my money back because I did not report fraud on time Im very disappointed at my bank
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,Sadekul
Initial Complaint
Date:01/03/2025
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 12/24 around 3pm, I deposited a personal check for $15,000 into the standalone ATM on ****************** in ************, **. The screen registered the correct amount and I confirmed it before submitting. On 12/26 when I checked my account, I was only credited with a $5,000 deposit. I immediately called customer service. The person I spoke to saw a picture of the check, confirmed the error, and sent me to the claims department. I filed a claim on 12/26 and was told I'd have a resolution in 8-12 business days.I called again on 1/2 to check on my missing money, and I was told the same thing, and my claim was only 4 business days ago. Another customer service agent also confirmed that there was an error and I was owed $10,000. This is unacceptable for such a simple solution. This is a machine error that can be fixed by anyone with two eyeballs (even one eyeball) looking at the physical check and saying "yes, this should be $15,000, not $5,000." In fact, the person who sent me the check just called me today to say "something's wrong, my account says you only received $5,000 and not $15,000."I have been out $10,000 for 10 days at this point. I have a savings account through *********** with a 3.8% APY. Is Citizens Bank going to pay my interest? What if I'm overdue on rent or a mortgage? Would my landlord or financial institution accept my explanation of "please wait 8-12 business days for a clerical error"? What if I have credit card debt and am overdue on a payment with 21% interest? Would Citizens Bank repay extra charges incurred? I am baffled at the way this was handled. Where is the common sense? Why couldn't one sane person say "hey, our bad, I'll hit this one button and you'll get the $10,000 that's rightly yours"? I've been a customer for almost 20 years. It shouldn't take 8-12 business days to correct something that takes 10 seconds of work.I'd like my money yesterday, and I'd like an apology from Citizens Bank, along with consideration for lost income.Business Response
Date: 01/10/2025
A detailed response has been communicated to Mr. ***** on January 7, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 01/10/2025
[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,
***** *****Initial Complaint
Date:01/02/2025
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 December 4th 2024 I was double charged for a student lon payment for the amount of $822 and I have been repeatedly calling trying to get my money returned to me however as of 1/2/25 this issue hasnt been resolved. I have called about 10 times over the course of a month and keep being told to wait a few more days but this keeps getting extended. This is tantamount to theft and I need my money returned to me ****.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:01/01/2025
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.
Death Certificate of **** A ****** (My Husband) is connected to the ************** account. I have been contacting different numbers to try to obtain a letter saying he was the primary account holder for his ************** Credit Card so we can open the Estate. He passed away in August of 2023. We are unable to settle the Estate due to this with our Attorney. The many of times that I have contacted them I have been told to contact another number or a branch. No one is able to help me due to preformed letters. The last phone number I was given that I keep trying will ring then the automated voice will say We are closed due to unforeseen circumstances. I have tried with many attempts to resolve this.Customer Answer
Date: 01/12/2025
The business has contacted me to go over more information about this matter. Said they will call me back with more information once he has looked into this further but has not been resolved yet.Business Response
Date: 01/27/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 01/27/2025
[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.
Thank you for your help in this matter!
Regards,
***** ******Initial Complaint
Date:01/01/2025
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 filing this complaint against Citizens due to their refusal to reconsider the mandatory flood insurance requirement for my property, despite providing multiple pieces of evidence supporting our claim that the property is in FEMA-designated Flood Zone X, not Flood Zone A. Citizens has based their determination on a report from their third-party vendor, Core Logic, and has disregarded documentation from FEMA and other reliable sources.Additionally, Citizens has failed to provide transparency by not sharing the Core Logic report upon repeated requests and has not supplied any **** documentation supporting their determination. Their inconsistent application of standardsrequiring homeowners to provide **** documents while relying on third-party dataraises serious concerns about their review process.I have also experienced unprofessional conduct and poor communication from their representatives. For instance, a supervisor hung up on me during a call and made no attempt to follow up. Despite escalating my concerns, I have not received any meaningful response or resolution.This situation has caused significant financial and emotional distress, as well as time away from my work and family, as Citizens continues to mandate flood insurance without sufficient justification or transparency.Business Response
Date: 01/31/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 02/09/2025
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.
Dear BBB representative,I am writing to formally dispute Citizens Banks determination that my property remains in a Special Flood Hazard Area (SFHA)requiring mandatory flood insurance. The information provided to me by Citizens does not substantiate their claim, and I respectfully request a thorough review of their determination. I am including key issues with Citizens response and determination below:
+ The letter I received, via mail, from Citizens did not include the Standard Flood Hazard Determination Form (*****) or the final exhibit referenced in their response to the ***** Without these key documents, I was not provided the necessary proof to validate their flood zone classification.
+ I see that Citizens did provide the ***** in their response to the ***** and have taken the time to review the document. However, this document states it expired on 09/30/2023. An outdated form cannot serve as valid proof of my propertys current flood zone status.
+ Furthermore, the ***** was prepared by CoreLogic, a third-party vendor hired by Citizens, rather than FEMA itself. Citizens is relying on a private companys assessment while simultaneously requiring me to provide official **** documentation to dispute their claiman unfair and inconsistent standard.
+ I personally reviewed FEMAs official ****************** (MSC) at ********************, which clearly indicates that the entire structure of my home is outside of the ****. Citizens has not provided any ****-issued documentation proving otherwise.
+Citizens stated that they contacted **** on January 14, 2025, and were told no updates had been made since March 23, 2021. However, they did not provide any direct **** documentation supporting their claim that my property remains in Flood Zone A.
Request for Review:
Given these discrepancies, I formally request:
+That Citizens provide FEMA-issued documentation proving that my homes structure is in Flood Zone A. If no such documentation exists, they should remove the flood insurance requirement.+ That the **** intervene to ensure Citizens does not impose unfair requirements based on outdated or third-party assessments.
+ That Citizens be required to follow the same standard they impose on borrowersrelying solely on ***** official flood zone determinations.I appreciate your time in reviewing this matter and look forward to your response. Please let me know if further information is needed.
Kind regards,
****Business Response
Date: 03/18/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************
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