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
- 1,661 total complaints in the last 3 years.
- 462 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:11/22/2024
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.
Using their website, setup a new CD, Select for funds to be from an external bank. I provided the Routing and Account ************ was taken from the external Bank, but never applied to the account. Spent 4 hours on the phone with Citizens and was told there is nothing they can do, they didn't get the money. But yet they are the ones that Took the money from the external bank.Have been lied too, given the run around, was told it was an ACH transfer, no it was a Zelle transfer to we don't know what type of transfer it was. THEY INITIATED THE TRANSFER!!!This is BANK FRAUD!
Business Response
Date: 12/12/2024
A detailed response has been communicated to Mr. ***** on December 3, 2024 by way of phone. We will also be responding in writing to a similar complaint filed with the Consumer Financial Protection Bureau.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:11/21/2024
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 would transfer money from my debit card to my citizen's card so i knew exactly how much money I was depositing onto my citizen card. I would use the money to pay for games to play on one particular site. Every time I would win money on this site I would deposit it back onto my citizen's card. It takes 1- three days or maybe not even that long for the money to transfer over to citizens so in the meantime What Citizens will do if by 11pm you do not pay into the difference (may be your DD comes in 3 days, or so), Citizens will not just charge you one overdraft fee, they will first deduct their $35 fee, which will then make more overdrafts in their favor, allowing them to assess more fees. This is regular practice at Citizens. Then when the transactions start to deposit into the account ****************** places them on hold. If you call citizen's they'll say conveniently that this transaction was on hold, and they have no control of merchants so by the time the hold is lifted every deposit received is in the negative allowing my account to overdraft. I ha dover $360 dollars in deposits now I have $360 dollars of negative balances and $107 in overdraft fees. How is that possible. That they want me to pay, or my account goes on my credit as a charge offCustomer Answer
Date: 12/02/2024
I have not heard from the business in response to my complaint.Business Response
Date: 12/12/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:11/21/2024
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 made a payment of ******* to Citizens on 11/24/2023 trough my first interstate bank app by accident sent to citizens I used to have an account with them on a previous mortgage. I contacted them to get explain that I sent them mortgage payment by accident it was for my current lender ****. They said they could not help me and didnt know what I was talking about beings I didnt have an account with them.Business Response
Date: 12/10/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 12/11/2024
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:11/21/2024
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.
Subject: Urgent: Fraudulent Account - Immediate Action Required Dear *********** am writing to formally notify you of a fraudulent account that has been opened in my name with Citizens One. As a victim of identity theft, I had no involvement in or authorization for the opening of this account. This matter is unauthorized and unlawful, and I request immediate action to resolve it. Below are the details of the fraudulent account:Creditor Name: Citizens One Opened Date: 5/28/2021 Account Number: ************* High Credit: $243,987 I hereby demand the following actions without delay:Immediate closure of the fraudulent account.Removal of any and all negative information related to this account from my credit report.Provision of written confirmation of the account's closure.Submission of any documentation or evidence related to the fraudulent activity for my records.Failure to address this matter promptly will leave me with no choice but to escalate the situation through legal channels, including filing complaints with the ************************ (***) and relevant state authorities.Your urgent attention to this matter is required. Please confirm receipt of this letter and provide a timeline for resolution.Business Response
Date: 12/11/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:11/20/2024
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 recently reviewed my credit report and discovered a fraudulent account that does not belong to me. After careful investigation, I realized that I am a victim of identity theft.The account in question is:Creditor Name: Citizens Pay Credit ** Opened Date: 8/1/2022 Account Number: ****************Higher Credit: $3,458 he presence of this fraudulent account has negatively impacted my credit score and caused undue stress. I am hoping that this complaint will lead to a swift resolution, and I request that Citizens Pay Credit ** provide me with documentation verifying the legitimacy of the account or remove it promptly.I appreciate your attention to this urgent matter.Business Response
Date: 11/29/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:11/19/2024
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'm not liable for this debt with Citizens One Auto. I do not have a contract with this credit agency. They did not provide me with the original contact as requestedBusiness Response
Date: 11/26/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:11/19/2024
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.
At the end of October I dealt with a hostile takeover of my online banking. Before this happened, I made a payment from my checking account to my credit card account both through **********************. Due to the fraud the bankers at my local branch froze both my savings account and my checking account, and created new ones for me. Because the checking account that I made a payment to my credit card with was frozen, the payment was reversed. I noticed this before my bill was due and made a payment in full to my credit card account from my new checking account. 15 days after this I received a letter in the mail saying that my credit card account had been terminated due to inappropriate use and for more information to visit my local branch. I visited my local branch and they found out that the account was closed due to that previously mentioned reversed payment. Due to this account closure, my credit score has dropped 87 points. I asked my banker what could have been done to avoid this and they said nothing, protocol for a fraud situation is to freeze all accounts. ********************** closed my account with zero notice and no second chance when my balance was paid in full before my bill date. In an account that was over 3 years old with zero late payments drastically reducing my credit score.Business Response
Date: 11/29/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 12/01/2024
[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,
***** LandingInitial Complaint
Date:11/19/2024
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 need the attorney name citizens referred my account to. I've called multiple times and just want the name of the attorney management of my file. They gave me an attorney name that's has no records of my file, name, address or social security number. I called the atty ***** and ***** and umbunknown to them. I have waited w months and still can't get an answerBusiness Response
Date: 11/27/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 12/05/2024
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.
I am not satisfied with how citizens has handled my mortgage. I had to call for weeks to get a response from filing a complaint with BBB. They still mishandle my mortgage since i have homestead effective ******************************* yet taxes are declined from the county because i do not owe any taxes due to homestead exemption. Please stop collecting more than i owe and send the excess funds back to me.***** **********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
**********************Customer Answer
Date: 01/29/2025
Citizens has incorrectly reported my mortgage as discharged and it is not discharged and all payments should be reported as paid as agreed.
Citizens customer service says anything on the phone and nothing they say is accurate.
1----January 27th, 2025
I called Citizens to make sure they were reporting my payments to the credit bureau they said yes every month.
2-I was eligible for annual credit report so i checked my credit as i hadnt checked in a couple of years and
to my dismay my mortgage is reported as discharged.
3. i called citizens on January 28th to ask if im bring reported to bureaus they said yes.
I asked which credit bureaus
are my ontime payments reported to
they said im not reported because im not delinquent.
I was not able to get any sensible information.
Citizens reported to all 3 bureaus that my mortgage is discharged and my payments are not reported.
I want credit for making on time payments citizens have erroneously reported mortgage as discharged and that's not true.
Initial Complaint
Date:11/18/2024
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.
The businees (Citizens) sent me an e-mail in April 2024 to open a personal savings account, make a deposit into a savings account totalling $10,000 of new money (not currently on deposit with Citizens) between April 17 - 30th 2024 and maintain the balance for five consecutive moths.The business promised to pay the bouns into my checking account by the end of day on October 31, 2024.I funded new savings account on April ******* and maintained the balance over $10,000 through September 30, 2024.The business failed to honor their promise to pay the bonus.I called the business five times (10/31/2024, 11/1/2024, 11/5/2024, 11/6/2024, and 11/15/2024), however the business has not tried to resolve the problem and pay the bonus as advertised.Customer Answer
Date: 11/29/2024
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:11/18/2024
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 was in the process of making a purchase when I was alerted that the business may have been a sham. I alerted my bank as well as this bank to have the funds returned as I believed the business was engaged in fraud. My purchase would have been in the amount of $29,100.00 plus fees. I alerted Citizens Bank Mentor on the 6th day of November, 2024. The name of the business was ****** Golf Carts.Business Response
Date: 12/10/2024
A detailed response has been communicated to Mr. ****** on December 10, 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.
Regards,
******* ******
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