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
- 1,662 total complaints in the last 3 years.
- 463 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:12/10/2024
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 have an personal loan for my iphone through citizens. I needed to update my credit card information in order to make a payment on my loan. I called the customer service number that is email with the notification. The line is a series of pre recorded advertisements selling medical devices, insurance and other random things. If you are not interested in any of the items the line says they can not help you and disconnects. The only way I was able to finally connect with someone was because I have home loan through citizens and I contacted that customer service and they were able to provide another phone number. If I did not have a another loan through citizen it would have been impossible for me to find a way into my account to pay my loan. This may not be their intention but their system creates a barrier to people who need to pay their loan and potentially puts them in a worse financial situation that citizens would benefit from. These are low value loans and these practices could be considered to target a certain demographic with predatory practices.
Business Response
Date: 12/17/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 12/17/2024
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.
You asserted that I dialed the wrong number and I can confirm that I dialed the correct number with (888). I know because I had to call back several times after your line disconnected me. So I went through the experience several time. Please see my letter for details.
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: 12/29/2024
We have received the rebuttal notice pertaining to Case # ******** for ********* ******. We provided a detailed response letter addressing our customers concerns via the ******************** portal on December 17, 2024. (attached here for your files).
Although this may not be the outcome Ms. ****** had hoped for we feel we have fully addressed this matter and consider the issue resolved. We request the case status be updated accordingly.
Please let me know if you need any further details.
Thanks,
***** *****
Customer Answer
Date: 12/31/2024
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. d
Thank you for your response to my complaint. However, I remain unsatisfied with the outcome, as the letter dated December 17 did not address the core issue I raised.
In your letter, you suggested that the problem may have been caused by dialing the wrong customer service number. I would like to clarify, as outlined in my detailed letter dated December 17 (I have reattached), that I did indeed dial the correct number and followed the appropriate customer service phone tree as instructed.
Please provide clarification regarding the functionality of your customer service phone system. If your phone tree is working as intended, I would appreciate a confirmation that this is, in fact, your intended process for customers attempting to pay their loans. This information will help to ensure transparency and clear communication regarding the customer experience.
I look forward to receiving a more thorough response addressing these specific concerns.
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,*********
Initial Complaint
Date:12/09/2024
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.
I walked into the Citizens Bank branch in *****, ** on 11/7/24. I made an initial deposit of $200 (2 $100 bills) and then made a transfer to a different bank account. I completed both transactions. I received receipts for BOTH transactions. I reviewed my account later that night and saw the transfer was successfully pulled out of my account but the deposit was missing....i reviewed the receipt and it is WRONG. I received two different receipts as i completed 2 transactions. 1 for the transfer and 1 for the deposit. I called Citizens right then and there and opened up a case. I was transferred, multiples cases were open, people kept handing me off, and a month passed before i received a definite answer....Today, 12/9/24, I received a voicemail from Citizens saying there was 0 record of me depositing cash and they are unable to credit my account. I tried calling back multiple times but they are not answering me...Business Response
Date: 12/24/2024
A detailed response has been communicated to Mr. ****** on December 23, 2024 by telephone.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 12/30/2024
[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:12/08/2024
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 had credit card fraud and tried multiple times to update these idiots with new card information, instead of handling the idiots reported it to credit agency. After doing so they sent a high pitched beeping to my home security device which affected the elderly individual staying at my house. Have never dealt with such negligence/harassment before.Business Response
Date: 12/20/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:12/08/2024
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 ordered some items from ************** totaling 1500. I asked for signature delivery I live in nyc in a very big condominium residential building. We dont have a package room. Package was delivered to wrong address it even to my *** I contacted company they refused to give me refund told me to deal with my bank so I called bank made a dispute no real investigation was made they reversed credit now my account is in overdraft I cant make purchases and every money thats sent to me by friends for help has been taken from me. I did not receive these packages if it was properly investigated they would see theres no signature and picture of deliver is not my apt or my residence 1500$ is a lot of money Im afraid to make purchases or even deal with this bank over a week I cant buy food and they charge me 2 overdraft fees this claim is valid and wrong was done these packages were not deliver or was stolen I appealed and still nothing but issue ever since i switched from ********* I need to go back and I need my money or Im going to court for both sake and this card company overdraft for over a week and phone **** dont help up do anything enclosed are pictures of my actual apt where packages are soppose to go and I have a camera on door they didnt even ring apt doorBusiness Response
Date: 12/17/2024
A detailed response has been communicated to Ms. ********* on December 17, 2024 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:12/08/2024
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.
We purchased an Xbox series s all access with serial number attached, it came without the game pass subscription for 24 months. I called the bank numerous times and they werent able to solve the issue. I called the retailer game stop as well as ********* and all of them said that the issue has to be resolved by Citizens pay. I am frustrated as a hard inquiry have taken place onto my credit, I have received the console but still without the game pass subscription. The hassle to return the item is huge, ******** said we can even return it but I still got to pay the loan for game pass which I have not received. This is so unfair and its a clear rip off. I demand an immediate solution otherwise further action is going to be taken lawfully. Again, giving the serial number to ****************** pay on the phone didnt solve the issue, I dont know what to do more at this pointBusiness Response
Date: 12/23/2024
A detailed response has been communicated to Ms. ********************** on December 23, 2024 by telephone.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 12/30/2024
[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,
****** Hillebrand ******Initial Complaint
Date:12/06/2024
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.
Company has been charging $4.95 no activity, monthly maintenance fees for over 24 months! This is all with no notice of bank statements. Why no notices or alerts?Business Response
Date: 12/13/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:12/05/2024
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 bank has denied that I have any card numbers that is showing up in my account and on bill payments, that began being denied and blocked in June 2024.While on the phone with Planet Fitness and Citizens bank, the planet fitness is claiming a card number is being denied. Citizens bank claims I have never had a card number under that number.Upon looking back on old statements, I see that card that planet fitness is claming, but citizens bank says that that number has never existed on my accont.Because of this I am being charged late fees from the buisiness.Business Response
Date: 01/02/2025
A detailed response has been communicated to Mr. ******* on January 2, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:12/05/2024
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.
I am charged $35 overdraft fee for an auto pay transaction which I had canceled last month on November 1, 2024. It is regarding my rent. I had canceled the auto pay on November 1st. But the apartment's system went ahead and took the money from my bank anyway back in November. When I complained to Citizens, they refunded $35 back to me in November. I told the apartment company that I did not want auto pay for rent payment because sometimes I get paid on 4th or 5th of every month. It was supposed to be canceled last month. But again this month they tried to take money from my bank account through auto pay. I have a proof showing that it was canceled last month. I called Citizens Bank and disputed $35 overdraft charge but they're not refunding this amount back to me now. I am not responsible and liable for this canceled auto pay. I demand full refund.Business Response
Date: 12/11/2024
A detailed response has been communicated to Ms. ******** on December 11, 2024 by telephone.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 12/11/2024
[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. They refunded me the fee.
Regards,
****** ********Initial Complaint
Date:12/04/2024
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.
Hello My name is ****** *******- *********, I am asking your company to return my social security check back to the ************************************************ immediately . I was told that your team will release the hold from my son account on 12/04/2024. Today my son and I was informed from your company an extended hold was placed on my check for an additional 12 day's. The new release date is 12/17/2024. My question is Why and what kind of investigation takes over 10 days?My son was informed by one of your representatives that the check was ok to deposit inside his mobile banking with my approval. I was currently in the hospital and needed my bills paid, so my son decided to help me by depositing the check inside his account, to pay my landlord so I would not be homeless. My son is my Care Provider, He takes care of me on a daily basis because I'm disabled. I need my money because of my medications and now because of this hold on my check I'm being evicted out of my home. I returned the physical check back to social security, Can you please reach out to your back office and ask them to return my check. My son and I are willing to go to a local branch to get this issue resolved. Please call me ************ My son account information is **********/ Check amount $14082.60- Please contact me for more information, I have the check number and other information that may be needed. My son is ***** J ******* *******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
**********************Initial Complaint
Date:12/04/2024
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.
Account Opened: 7/14/2016 Account Number: ********** Higher Credit: $17,184.00 I am disputing an account on my credit report under Citizens Bank NA, opened on 7/14/2016, with a higher credit limit of $17,184.00. I have no affiliation with this account and did not authorize any credit activity with Citizens Bank. After reviewing my credit report, I discovered this account and immediately recognized that I am a victim of identity theft. This account was fraudulently opened without my knowledge or consent.I kindly request that you investigate this fraudulent activity and ensure that this account is removed from my credit report.Thank you for addressing this matter quickly.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
**********************
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