Complaints

This profile includes complaints for Citizens Financial Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Citizens Financial Group, Inc. has 1146 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Citizens Financial Group, Inc.

  1 Citizens Plz Providence, RI 02903-1344

  
• 

  Citizens Financial Group, Inc.

  1090 Charles St N Providence, RI 02904-3539

  
• 

  Citizens Financial Group, Inc.

  1495 Hartford Ave Johnston, RI 02919-3224

  
• 

  Citizens Financial Group, Inc.

  60 Mendon Rd Cumberland, RI 02864-5327

  
• 

  Citizens Financial Group, Inc.

  10 W Shore Rd Warwick, RI 02889-1155

  

The 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:12/20/2024

  Type:Product Issues
  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.

  Predatory policies to keep you from accessing your money. I am unable to wire money out of the bank but there are no limits to my ability to wire money into the bank. Everytime I've tried moving money out (even to pay taxes), they have blocked my attempts to do so, citing security concerns even after I have spoken to multiple representatives verifying my identity. There seems to always bee a new layer of "protection" that has resulted in penalties for me unable to pay bills on time.

  Customer Answer

  Date: 01/02/2025

  I have not heard from the business in response to my complaint.

  

  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:12/20/2024

  Type:Customer Service Issues
  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.

  They will not send me my bank statements. I have called 3 times now to get my statements and have been given confirmation numbers on three different occasions. I don't know what else to do. Most recent confirmation numbers for my 3 business accounts:001014690100234001014690100240001014690100242

  

  Business Response

  Date: 01/27/2025

  A detailed response has been communicated to Mr. ****** on January 27, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

• Initial Complaint

  Date:12/19/2024

  Type:Billing Issues
  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.

  In accordance with the Fair Credit Reporting Act CITI Account# ************, has violated my ********* U.S.C 1681 section 602 A. States I have the right to privacy.15 U.S.C 1681 section 604 A Section 2: It also states a consumer reporting agency cannot furnish an account without my written instructions.15 u.s.c 1681i(5)-removal of inaccurate/invalidated. Credit information 15 usc 1681e(b)(b)-accuracy of report 15 usc 1692a- abusive practices 15 usc 1681b- permissible purposes of consumer reports.

  

  Business Response

  Date: 12/23/2024

  Please see attached a copy of our response letter being provided for your files.
  
  Sincerely,
  Office of the Customer
  **********************

• Initial Complaint

  Date:12/17/2024

  Type:Product Issues
  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 December 14th, 2024, I attempted to purchase a laptop through Best Buy's website and opted to use the Upgrade+ financing option from Citizens Pay. After applying, I promptly received an email instructing me to call and confirm my details before proceeding. Upon calling, I was informed that I had been approved for a credit line of $2,800. Subsequently, I received two additional emails confirming my approval.I proceeded with the laptop purchase, received an order confirmation from Best Buy, and noticed that the funds were deducted from Citizens Pay via the app. However, an hour later, Best Buy inexplicably canceled the order. Upon contacting Citizens Pay, I was informed that a support ticket would be submitted to address the issue.On December 16th, I received a call from Citizens Pay confirming my credit line approval. I explained the situation, and they assured me that another ticket would be submitted. However, on December 17th, I was contacted by Citizens Pay and informed that my credit line had been declined. They had no record of the previous tickets or any calls confirming my approval. I was advised to contact management for further clarification, as the associate could not provide answers.I was also informed that the previously approved credit line, which had already impacted my credit report, was now denied, and the account would be closed in 90 days. Despite this, there remains a balance of $2,437 on my Citizens Pay app. When I attempted to contact the management team, I waited ******************************************************************I am deeply concerned about this situation. I am uncertain whether my personal data has been compromised and am perplexed as to why I was repeatedly informed of my approval only to be subsequently declined. This experience has been highly unsatisfactory and raises concerns of potential fraud or a scam.

  

  Business Response

  Date: 01/06/2025

  Please see attached a copy of our response letter being provided for your files.
  
  Sincerely,
  Office of the Customer
  **********************

  Customer Answer

  Date: 01/07/2025

  [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:12/17/2024

  Type:Billing Issues
  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.

  My mortgage is held by ************** (sold to them by my original **** Experiencing a financial hardship after being laid off earlier this year, I have still been making my mortgage payments every month. But, I was a finalist for a job that fell through recently so I called to inquire about mortgage forbearance/deferral options for the next few months as I continue my search. Citizen's website has very little info. about their options aside from one-line descriptions. When I called and spoke with the Loss **************** today, I was provided with some verbal details, which were concerning. For example: In forbearance, the mortgage holder is required to make a lump sum payment at the end of the 3-month term. Not exactly helpful. Deferral, which wasn't even mentioned on their website, means that Citizens Bank will still report you to the credit bureaus for non-payment even if you have been approved. Based on these concerning details, I asked for written terms so I can be duly informed. As an account holder, I would think Citizens has a duty to care and disclose. When I pressed the agent, she tried linking me to the aforementioned web page with one-line descriptors. Or, they could mail it to me and I should receive it in 7 days. No, they won't email. No sense of urgency or care. I waited on hold for a supervisor for 30 minutes, only to be told the supervisor couldn't (wouldn't) speak to me. I was then told to go to a ************** branch if I wanted that info. Keep in mind, I was speaking to the ACTUAL ***** that handles such requests. After threatening to call corporate, the agent said she'd request a supervisor contact me within the next 24 hours. I asked repeatedly if there was a relationship manager or someone informed who could help me. I have 3 accts. w/ ********************** - I don't think they've earned my business or demonstrated they care to keep it. I just want straight disclosure and answers for decisions that involve my largest asset.

  

  Business Response

  Date: 12/26/2024

  Please see attached a copy of our response letter being provided for your files.
  
  Sincerely,
  Office of the Customer
  **********************

  Customer Answer

  Date: 12/27/2024

  [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:12/16/2024

  Type:Billing Issues
  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.

  They promised me $300 as a promotional credit to my savings account and it has been more than 60 days pass the due say and I havent received anything.

  Customer Answer

  Date: 12/27/2024

  [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:12/16/2024

  Type:Billing Issues
  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 sent me a prescreened offer in the mail about a *****. I have recently been considering debt consolidation privately, so this offer looked promising. I went to the website on the mailed item I received and did the pre-application that would not impact my credit score. I was presented with 2 pre-approved options with different APYs. I went for the option with a lower APY and was all but guaranteed this option. I submitted the formal application and my credit has now been negatively impacted by this inquiry, and now after several phone calls and emails about my conditional approval and being pushed to open a new checking account for the ***** I applied for, I was denied. I was still confirming that my spouse would be at the ***** closing and waiting for the proper link for the new bank account when an email came through stating I was denied. I had a phone call with **** ******** on 12/13/2024 where I was encouraged and advised my approval would come through in 3-5 days. I then receive another email on 12/15/2024 from ****** ******** confirming This is a predatory practice, as the words conditional approval and pushing someone to open a checking account with your bank due to the approval is not ethical and makes a consumer believe they are going to be given what they applied for.

  Customer Answer

  Date: 12/27/2024

  I have heard from the business but they have not resolved my complaint. They are still employing predatory practices and they are attributing the error to how their system works. This inquiry needs to be removed from my credit report. 

  

  Business Response

  Date: 01/28/2025

  Please see attached a copy of our response letter being provided for your files.
  
  Sincerely,
  Office of the Customer
  **********************

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  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.

  then ********* **** dealership totaled my truck. The truck was not in my possession THE dealership contact my insurance company and I have proof that *************** total the truck And ************ WAS informed. MY INSurance sent them a letter where they informed them that the auto loan will be covered by them. Meanwhile, Citizen is ruined my credit history with 5 late fees. my vehicle was not in my possession, I have a contract with *************** They had it, who is responsible for monthly payments? I need this case to be investigated, MY truck is totaled my *************** my business destroyed, AND NOW mycredit history is being destroyed as insurance companies try to "COVER" 4 MONTHS BY NOW.

  

  Business Response

  Date: 02/27/2025

  A detailed response has been communicated to Ms. ********** on February 25, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

  Customer Answer

  Date: 02/27/2025

  NOBODY EVER GAVE ME A CALL. 

   

   

  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,

  Mehriban

   

   

  

  Business Response

  Date: 03/09/2025

  We have received the rebuttal pertaining to Case # ******** for Mehriban Alakbarova.  A review of our Notes confirm we spoke to Ms. ********** on more than one occasion to discuss the details and outcome of her concerns and made the BBB aware of this on February 27, 2025. We are unsure as to why the customer is stating she did not speak with our advocate regarding this matter.     

   

  Please let me know if you need any further details.

   

   

  ***** *****

  Business Support Analyst

  Office of the Customer

   

  Customer Answer

  Date: 03/12/2025

  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 vechicle was under the contract with **** under the warranty check up.   I have a contract as a proof. they totalled my truck, And I know I am not responsible for late payments in this case.  **** was responsible

   

  
  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,

  Mehriban

   

   

• Initial Complaint

  Date:12/14/2024

  Type:Order Issues
  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 paid off my loan 5 years ago. My car was involved in an accident and the insurance company totaled it out. I can not receive my payment or turn over the car to the insurance company because the bank still has a lien on my car dispite it being paid off for years! My insurance company and myself have called them to resolve this and they just keep telling us they will look into it and never do anything. Its been a month! I have no car, and I can't buy a one till I get my insurance money. The insurance money can not be issued till they remove the lien. This is ridiculous I payed off my loan 5 years ago!

  

  Business 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:12/10/2024

  Type:Sales and Advertising Issues
  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 citizens bank as a whole has proven themselves to be incompetent, distrustful, and having a lack of human interest of any ******* short, I was ***orted as late for charges of $2.00 twice on an heloc account in September and October 24, that was supposed to be closed in November 2023. I have evidence to show the request for the heloc payoff last November 23 and once again in January 24, when I was concerned by charges posted. When I was notified by a mortgage *** for another company, that citizens had ***orted an account late, I immediately contacted citizens and each and every time I was constantly reassured that somebody would help, or get back to me . This is after more than 20 calls, and transfers over two weeks time. I had to take off work to go into the branch, only to be told they couldnt help. I then went to a different local branch and after an hour, they helped me finally close the account and agreed that a dispute was warranted but basically said they couldnt help. I was given numbers of people to call, and everyone has consistently said they cannot help and they dont have a name of a person who ****** a result , my credit went down 100 points because it is a heloc (for $4) and I actually heard a ***resentative making fun of me on the line when I called for the twentieth time to plead my case

  

  Business Response

  Date: 12/19/2024

   

  Please see attached a copy of our response letter being provided for your files.  Due to a technical issue we are unable to upload all enclosures to the BBB portal.

  We have provided our response letter with all enclosures to Ms. ******* via mail on December 19, 2024.

  Sincerely,
  Office of the Customer
  **********************

  Customer Answer

  Date: 12/19/2024

  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. 

  My complaint was very very clear that my issue is not with the detailed list of facts that you provided, but with the incompetent, unethical, and lack of professionalism by the bank itself.   The fact that you sent me a letter such as this, but nobody within your bank could even understand or make sense of any of this information to provide to me for over two months of me trying to communicate with someone who could help, indicates such confusion.  As you stated, payments were made in January 2024.  Why do you not have the phone records of me speaking to someone on the phone trying to close any balance on this account? Why was it not closed or I was not properly informed about what balance was left at that time?  Why was it not addressed in the letter you sent to BBB that I spent literally days of my time on the phone or in the branch trying to get somebody to help me close this during the months of October and November, but nobody was able to help at first, and I literally spent an hour in the branch on ************** in ******* trying to figure this out?   Why did you not reference the dozens of emails where I contacted various people in the bank who all apologized that nobody was able to understand why nobody was able to help me close the account or get to the bottom of why I was reported to the credit bureau for a late payment of $4.00?    Why still have I called during the hours you gave me of 8:30am5:00pm, and continue to only get a voicemail.   You emailed me that you tried to call, but then did not respond to my emails and I never receive any follow up calls from the same number you are asking me to call.  Why did it take more than 30 days to send me a letter saying you verified what was reported to the Fair credit reporting act, but there was no name on the letter, and it looked like it had been typed out and photocopied by a child?

  This banks supposed customer service is a hypocrisy.  I am not looking for you to revoke the fair credit reporting at this point. I am looking for a sincere apology and an effort to revamp and reevaluate the systems of inaccurate communication that you have for future potential consumers. The very fact that nobody helped me close this back in JANUARY 2024 it is absurd. Do you not have the phone records? Do you not see that I spoke to several individuals?  Are there no recorded records in October ************************************************************************************************ open account on my end?

   I am looking for a letter on your behalf that I can submit to my financial advisor that simply states that it should not have been reported to the ****************** because there were a series of inaccuracies and mistakes on behalf of your banks supposed customer service representatives which is what led to a $4.00  ( again this is 4 dollars that has ruined my credit report and affected my familys livelihood, my ability to obtain a new mortgage, and my daughters medical care because of the lapse in sufficient credit)

  I am deeply dissatisfied with the way this has been handled. I have contacted ******** and I will be following through to the full extent if I do not receive any contact from this company.   This Cannot happen to another family, and it is extremely extremely unethical and concerning that you cannot do anything to help rectify this.

   

  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: 01/21/2025

  Please see attached a copy of our response letter being provided for your files.
  
  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. 

  This response is unacceptable and deplorable.  No effort by the person in this letter ( if it is a person) has been made to contact ME directly.  I also received communications last week stating it was still being researched.  None of my specific concerns regarding the incompetencies of people not closing the account at my request and about not receiving any communications when the account was still open about a $2.00 past due balance that has devastated my credit report have been addressed.

  I called this number again and have received absolutely no response.  I am beginning to think the entire bank is run by bots instead of human beings.  

   

  [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,

  ********