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:01/01/2025
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 not accountable for the debt asserted by CITIZENS PAY CREDIT *** I have no agreement with CITIZENS PAY CREDIT *** and they have not furnished the original contract as requested.
Business Response
Date: 01/10/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:12/31/2024
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.
FOR ONE MONTH I BEEN COMPLAINING TO CITIZENS BANK ABOUT A CLAIM ON MY MONEY FOR A PURCHASE THAT I NEVER DID AND THEYVE BEEN GETTING ME THE RUN AROUND ABOUT GETTING MY MONEY BACK THE HOLIDAYS HAVE PAST AND EVERY DEADLINE THEYVE KEPT ON PUSHING IT VERY UNPROFFESIONAL AND UNORGANIZED!!Business Response
Date: 01/09/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:12/30/2024
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 28, 2024, I attempted to purchase a MacBook Pro through Best Buys exclusive Upgrade Plus program, financed by Citizens Pay. After being approved for a $2,200 line of credit, my order was inexplicably canceled by Best Buy. This left my credit line locked with $0.00 available, making it impossible to attempt another purchase. When I contacted Citizens Pay to resolve the issue, I encountered numerous problems, including inadequate support, misinformation, and unprofessional conduct from their representatives.The Upgrade Plus program, as of December 29, 2024, is no longer available on Best Buys website, despite being advertised as active on the day of my attempted purchase. My experience included:1.Lack of Ownership or Resolution:Over the weekend, I repeatedly called Citizens Pay to escalate my concerns. I was informed that the credit line could not be reopened until Monday because the necessary department was unavailable. This delay left me without access to the credit I was approved for, preventing me from making my purchase.2.Unprofessional Behavior by a Supervisor:On December 29, 2024, I spoke with a supervisor named ***** at ************. ***** exhibited a complete lack of empathy for the issues I was experiencing. When I explained that Best Buys cancellation of my order and the sudden discontinuation of the Upgrade Plus program had left me in a difficult position, he took no ownership of the problem and was dismissive.Rude and Dismissive Tone: Eddies tone was condescending, and he made it clear he did not care about the inconvenience or financial harm caused to me as a customer.Failure to Provide Solutions: ***** offered no actionable solutions and showed no willingness to assist me in resolving the issue, leaving me feeling frustrated and unsupported.Citizens Pays lack of professionalism, empathy, and resolution in this matter has left me feeling disrespected and financially harmed.Customer Answer
Date: 01/13/2025
I have not heard from the business in response to my complaint.Business Response
Date: 01/14/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:12/30/2024
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.
This is involving Citizens Bank NA. A deposit of $9,000 was made via cashiers check in branch on 12/26 and was told availability of only $225 immediately, which was not, followed by the remaining $8775 to be available today 12/30 which it is not. Not only this but it will be ANOTHER week before its available. Told the credit union would not verify the fund availability, even though it is a bank check. This has happened numerous times to me with this bank now with bank checks. If these are personal checks I understand but the purpose of a bank check is to avoid this.Treated like I don't matter and honestly like I'm dumb. Also sick of being treated like someone who could be scamming the bank or as a fraud.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:12/30/2024
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.
Citizens is very difficult to contact and awful for business. They are impossible to reach by phone and randomly close the account without any written notice. I am happy to cancel this card ASAP.Customer Answer
Date: 01/09/2025
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
**********************Initial Complaint
Date:12/30/2024
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 brother passed away in October. The rest of us siblings received the rest of his inheritance. I deposited the check last week on 23 December citizens Bank, where I do my banking is telling me that theyre holding it for fraud and I cant get it till January 2 of *************************************************************************************** receive the money sooner. I have the trust and will its all cut and dry. Thank you.Business Response
Date: 01/08/2025
A detailed response has been communicated to Ms. ******* on January 8, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:12/30/2024
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 submitting this complaint because of persistent inaccuracies on my credit report that this company has reported. These errors are affecting my credit score and financial well-being, despite my repeated efforts to address them directly with the company.Since these unresolved issues continue to damage my credit, I am seeking the assistance of the Better Business Bureau to help ensure a swift and comprehensive review. I am requesting that this company accurately update or remove the incorrect items from my credit report. Thank you for your attention and support in resolving this matter.Details of the account involve are as follows;Account Name: ********************** Account #: ********** Date Opened: 03/18/2017 Balance: $0.00Business Response
Date: 01/08/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:12/29/2024
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.
Hi, my name is ***** ****! My account number is **********. I have been noticing that Citizens Bank is Double charging me on my account! I There are several things that I've paid for that were posted, and I was only able to charge only the money i had in my account, and the account had a balance of zero. As soon as my check direct deposit from my job went into the account, it took money from things that had already cleared and posted. I just took out 750 in the bank, and nothing was pending, and instead of the 200 deposit for **** car rental (which is my employer), it deducted another 283. I paid my phone bills with my last 200 in my account, and it also took back that money as if it never posted, double charging me! I noticed that the bank would deduct for pre authorized charges and return a check, but not credit back the account, as if it actually paid for those pre authorized holds. This bank is absolutely robing me! I turned off the overdraft so I can only charge what I had available, and still it is double charging me and changing the dates as to when things actually posted, and even if things posted a few days later, it was already deducted and cleared, but yet and still the bank would charge again. This is ridiculous! This bank is clearly taking my money! I turned off the overdraft and left the account balanced and Wake up to see a negative balance! When I am expecting the 200 deposit for the car rental to post back.. furthermore, my card was used at an atm and I filed a claim, and that 200 should've posted but hasn't, instead I have a negative balance for a charge that was already deducted! This bank is stealing from me! There's no doubt about that! Especially when my account had no activity for a week and then my check posted and it deducted charges that had already been paid and posted.. ?Customer Answer
Date: 01/08/2025
[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:12/27/2024
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 incredibly frustrated in *************** I have this card linked to a service I use, but I never use this card to pay for that service. The card I normally use to pay for that service, with a different bank, was cancelled due to fraud, so this service went ahead and charged my ************** card, even though there was no money on it. These charged were minimal (*****, *****, 7.60, *****, etc.) and ************** charged me $35 for EVERY ONE, totaling $175. Not to mention, this was on Christmas, when I was not checking my accounts. I chatted with two representatives today to explain the situation, how I never even use this card, it was an oversight, and I was begging for a refund. I have a baby at home and can't afford all of these overdraft fees. Apparently I was enrolled in a service that allows debit transactions to go through even if there is no money on the card. I asked to be unenrolled, stated I never agreed to this and was confused about all of it, and they still refused to refund all of the overdraft fees. $175 WORTH. I am frustrated and disappointed as I need that money back and this was a honest, simple mistake. Their ability to work with their customers and be understanding is non-existent apparently.Business Response
Date: 01/07/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:12/20/2024
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 contacted a representative (**** *******) from Citizens bank on 12/18/24 @ 11:13 hours regarding a billing issue and late fee who then hung up on me prior to it being resolved. It is extremely difficult to get through to a real person to address any issues. A full payment was made albeit in 2 partial payments as the automatic payment went out inadvertently with the incorrect amount as it had changed. A late payment was charged. I have received no notification that a partial payment in this manner is not accepted. Upon discovery of the error, the partial additional payment was made, but due to this business having an inordinate amount of time to post funds it must have been delayed. It for some reason takes over 2 weeks for payments to go through to this business entity. I would like this to be fixed, which would alleviate issues such as this.I expect a full repayent of late fees charged. I expect better business representation upon issues being discovered. I expect to be able to access representation for issues such as this to be far easier. I expect an answer as to why it takes this business so long to post payments when all others do so in a day or 2. I expect an apology from the business for the representative hanging up on me prior to resolution.Business Response
Date: 03/20/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************
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