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.

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  Citizens Financial Group, Inc.

  1 Citizens Plz Providence, RI 02903-1344

  
• 

  Citizens Financial

  955 Boardman Poland Rd Youngstown, OH 44512-5118

• 

  Citizens Financial Group, Inc.

  20 N Park Ave Plymouth, MA 02360-4090

  
• 

  Citizens Financial Group, Inc.

  184 County Rd Barrington, RI 02806-2499

  
• 

  Citizens Financial Group, Inc.

  800 Newport Ave Pawtucket, RI 02861-2924

  

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:12/03/2024

  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.

  Hi.. this complaint is because I filled a dispute with citizens Bank and they refused to do anything about it.. I've been a loyal customer with this crappy company for many years, they've closed most of their locations and don't even have a drive through teller anymore and I still stayed with them, for the 1st and only time I needed them they refused to help..on September 23rd ****************************************************************************************************************************** my place and left me all the trash behind and took off...I contacted the carpet store owner and sent him pictures of the damage by text and he acknowledged what his installers did and yet refused to give me my money back..I'm disabled and had to hire someone to come and fix all the damage..I contacted citizens Bank and opened a claim..I sent them pictures of all the damage and screenshots of the texts with the owner of the carpet place and after 2 months citizens sent me a letter telling me there's nothing we can do to protect you..I'm beyond mad right now.. for years this crappy company made money off of me and the only time I needed them they wouldn't help after I provided more info than they asked for..I called them today and they told me call the merchant and ask for a refund after i told them in the emails and phone calls and told her 4 times today I've contacted the merchant many times and he refused to do anything about it... it's beyond outrageous...I want my money back

  

  Business Response

  Date: 12/09/2024

  A detailed response has been communicated to Mr. ****** on December 9, 2024 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

  Customer Answer

  Date: 12/09/2024

  I used my debit card with the master card logo thinking I'm protected by this company.. I paid for carpet not carpet plus damage to my condo..I tried many times to resolve the issue with the merchant and he didn't want to do anything about it..I've submitted pictures and screenshots of the damage and communications with the merchant and it's still wasn't enough for citizens...if they don't refund me the 1300 I'm filling a lawsuit against citizens Bank PLAN AND SIMPLE.i want my money back.

   

• Initial Complaint

  Date:12/03/2024

  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.

  On Sept 24, 2024 I ********* ********* had opened a checking account with **************** I opened the bank account with a link thru FB for a promo of $300 with a direct deposit over $1000 within 60days. I receive a social security deposit every 3rd of the month. On Sept ******************************************************************************************************************************************************** new account Nov 3, 2024. On Nov 2, 2024 I received the direct deposit but to my old account. Social security takes more than 60 days sometimes for them to process new account payments which I never knew. To me that isn't fair for someone that's disabled or a senior citizens that get social security. Because no matter what they won't get the 1st deposit within 60days something I believe your bank is aware of and is misleading especially for people who don't know it can take awhile for 1st deposit to post. on Sept 24, 202 I changed my deposit info to new account and on Nov 29, 2024 for Decembers payment I received the 1st direct deposit which is only a few days late. I can understand if it was my fault but I did everything as stated and don't believe a person that collects social security should be penalized because it can take upto 90days for the 1st deposit to post which I didn't know until after I set the account up and now dealing with this. There isn't any branches near me and now paying for atm withdrawals and no way around it. I was hoping this bonus of $300 for signing up would wash out those fees until then but now I'm stuck and hoping you can please send this to the right department for reconsideration. To close this account will be a hassle for me as now I will have to wait another 90days for my Social security to go back into my old bank account and now for the next 3 months until then will get hit with fees since no ATM's near me or branch I leave in ***************, **. Can you please look into this and help me I did call with no help. Thanks

  

  Business Response

  Date: 12/18/2024

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

• Initial Complaint

  Date:12/03/2024

  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.

  On July 26th 2024 both a checking account and a savings account were opened through the webpage. The offer at the time was a $400 bonus if $500 were direct deposited into the checking account and $100 were deposited in the savings account for 3 consecutive months, not counting the first month. Bonus was to be paid before November 30th. All requirements were met and as of today the bonus has not been paid. I am requesting for this bonus to be paid out **** as well as interest for the delay in the deposit since it has already been 4 days and it has not been deposited.

  

  Business Response

  Date: 12/13/2024

  A detailed response has been communicated to Ms. **** on December 12, 2024 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

• Initial Complaint

  Date:12/01/2024

  Type:Sales and Advertising 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.

  I opened new checking and savings accounts with ****************** using the promo code mailed to me personally. I followed the promotion terms diligently and met the criteria. When it was time to collect the $600 bonus for my new accounts, ****************** refused to pay because they closed one of my accounts without my knowledge when it had a $0 balance for a couple weeks. The promotion did not say my checking account needed a minimum balance, just the savings which I followed. Again, I am disappointed the bank closed my account without my knowledge and disqualified me for a promotion of $600 that I took 4 months to comply with. I earned the bonus on my end and should be paid out. Terrible banking experience and will never bank with them again.

  

  Business Response

  Date: 12/09/2024

  A detailed response has been communicated to Ms. ***** on December 9, 2024 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

  Customer Answer

  Date: 12/09/2024

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined the business did the appropriate level of review and research to provide me feedback in reference to complaint #*******. I dont agree with their business policies but I do not have a valid legal claim against the business. I provided feedback that more timely notification of account closure would improve the customer experience and reduce the need for contact like my case. I will not continue to be a customer of this business for that reason. For the purposes of the BBB, this matter is closed. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:11/30/2024

  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.

  The main office of Citizens Bank One Citizens *********************************** has decided to close the branch at *************************************************** February 2025 . This decison was made by ****** ****** The Director of Retail Banking Senior Vice President . She does not leave a phone number to call. She says nothing can be done about it and suggests I contact the Comptroller of the Currencey. I have done so case number CS5030753. I have not received a response . This is poor customer service and lack of consideration for all the customers and tellers. . There is no logical reason to close this bank. It is always busy even with long hours weekday and weekend. It is very secure at the Acme Supermarket branch very hard to rob. I say this because I was at the ********** branch in ************ that was robbed

  

  Business Response

  Date: 12/19/2024

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

  Customer Answer

  Date: 01/05/2025

  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 still have not heard one legitamate reason for closing the busiest best performing bank  you have in ************. This will cause tremendous suffering for customers  and employees and is poor customer service  
  

  
  

• Initial Complaint

  Date:11/26/2024

  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.

  11/26/2024 I reached out to citizens to request again for the overdraft fees to be waived as I had opted out of the overdraft option which would have prevented the account from being overdrawn going forward. The first fee was recieved my account was at -$10 and some change the second overdraft was charged for $7.99 today I requested an adjustment as I wanted to close the account. I was transfered from the ****** *** to manager to see if fees could be waived I believe her name was ******** ******* advised she would be able to waive one fee I asked her if she could please consider waiving both fees and I could cover the amount that was charge $18 and some change she stated she would put me on hold and see what she could do. She cold transfered me to *** *****. *** was rude, he cut me off multiple times in the middle of me speaking, he was condensending and judgemental in his word choice deminishing my current hardships "everyone has something going on" when I mentioned about the one fee they waived back in september cutting me off yet again to make his point. I mentioned to him that I wanted to close the account then he was no longer interested in considering waiving the fees. I advised to him i understand and would accept the waiving of one fee as the previous *** advised she would waive. *** told me no he was not advised of that , I told *** I could wait for him to review the call to see that was infact what she had stated he declined. I asked *** to speak with another manager or the individual that would be above him. He stated there was no one else he would connect me to. Everyone in the company is going to tell me the same thing I advised I have a right to speak with someone else and still affirmed he was not transferring me to anyone else. He then mentions that I have only been a customer since April. So just because I am a realitively new customer I hold no value? I am not worth the same considerations and empathy as a client you have had longer?

  

  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
  **********************

  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:11/25/2024

  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.

  I opened a checking and a savings account online with a promo code. I called to verify the promo code was submitted, they could not verify so I asked for them to close the accounts. Somehow $5 was sent to both accounts, one $5 fund was returned, the other was not. That account started getting late fees and overdrafts when it should have been closed. I called again to fix it, they said they will reimburse everything. I didnt get the $5 back so I called again and they told me one account was never opened the other was so one fund was returned and the other wasnt and basically telling me its my problem this wasnt handled the same for both accounts when it was all one transaction online. I just want my $5 back. And the over 2 hours of my time trying to fix an issue that should have never been an issue.

  Customer Answer

  Date: 12/07/2024

  I have not been refunded. 

  

  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:11/25/2024

  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.

  I have no way to talk to a human being about my escrow and a refund that should have come from my previous insurance company. They just provide me a phone that NEVER gives an option to talk to a person. I need someone from Citizens to call me about my mortgage insurance and escrow.

  

  Business Response

  Date: 12/18/2024

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

• Initial Complaint

  Date:11/25/2024

  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.

  I opened a Citizens Bank Clearly Better Business Checking account on Oct 24, 2024 and deposited $100 in cash on that same day in *********** ********** branch office. On or about Oct 27, 2024. I lost access to my online banking account, and my debit card was disabled. I contacted the customer support on the same day and was only told there was an investigation related to my account for unknown reason. I was only assured that that matter should be resolved within 10 business days and funds would be released. As of today, November 23, I have not had my funds returned as previously promised.

  Customer Answer

  Date: 12/06/2024

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

  

  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
  **********************

  Customer Answer

  Date: 12/20/2024

  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 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,

  Yuanwen

   

   

• Initial Complaint

  Date:11/23/2024

  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.

  Last year I applied for and was approved for a $200k HELOC with Citizens in anticipation for a home renovation project. After receiving the final estimate from our contractor, I reached back out to Citizens to see if they could help refinance to a higher draw line (and I had not yet drawn from the original $200k). The gentleman who I worked with last year helped rework that ***** to $350k so that my family and I would have sufficient funds for the addition that is being added to our home. $350k was well below the amount that we were approved to borrow. Ever since closing the $350k loan the experience has been a nightmare:- first payment had to wire to our contractor in person from the bank which is over an hour away from our home because I never received checks in the mail that Citizens claimed that they sent (and still have not received them). Ordering new checks takes several weeks and they will not expedite.- second payment was done more recently also to our contractor, but it needed to be sent to him in small increments via the app since there are $ limits. Citizens flagged this payment as possible fraud (despite it being the same recipient as the first payment). I spoke to them on the phone and they cleared it up and processed the payments - today (11/23), I logged into my account to find out that $0 funds are available to draw despite us having over $100k left on our approved $350k line. I was not notified of this line decrease, nor am I late on any payments. Upon calling, I was told the account has been closed most likely due to suspected fraud resulting from multiple small transactions and the only way to resolve it is to wait for a letter in the mail that I am to sign and mail back.This is completely unacceptable given our renovation project needs to keep moving and payments need to be remitted to our workers. We have done absolutely nothing wrong and to not even be notified of action on our account is unacceptable.

  

  Business Response

  Date: 12/03/2024

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