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.
- 460 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:11/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am requesting information regarding a charged-off private student loan from November 2014 for $8,354.10. Please provide:1. **Current Creditor Information**: Name, address, account number, and total amount owed.2. **Original Creditor Information**: Name, address, account number, and outstanding amount at transfer.3. **Transfer of Debt**: Date the debt was obtained by the current creditor and details about the transfer.4. **Documentation of Obligation**: A copy of the original loan agreement.5. **Verification Details**: - Last billing statement from the original creditor. - Amount and date of transfer to the current creditor. - Itemization of any interest, fees, or charges added since the last statement. - Record of payments or adjustments since the last statement.6. **Delinquency Details**: Date the debt became due and delinquent.7. **Last Payment Information**: Date of the last payment made.Please also confirm if this debt falls within the statute of limitations for collection, including the expiration date and reasoning.Customer Answer
Date: 12/02/2024
I have not heard from the business in response to my complaint.
Business Response
Date: 12/16/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 12/18/2024
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,******
Initial Complaint
Date:11/15/2024
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.
The branch that I originally opened my account at has closed and I dont want to bank with citizens anymore, citizens charged me $9,99 for a service fee for an account I dont use, I work all day and dont have time to call in to close out my accounts and also cant go into my local branch because they close by 4pm. I wish citizens bank could simply refund me my $9,99 and close out my accounts and just send me a check to ******************************* and get this over withBusiness 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:11/15/2024
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 closed my account and issued me a cashiers check for $1626 to refund that money that was in the account. I deposited the check into my ******** account and ****************** did not honor the check because they stated the check was already cashed which resulted in my ******** account getting overdraft and closed. I called ************ directly to resolve the issue and they said that the check has not been cashed and to go to the branch to cash the check. When I went to the branch they did not cashed the check stating the check was cashed. I called back office and they said to go back to the branch because the check is good to cash. I went to the branch for the 2nd time and once again the teller stated I am unable to cash the check due to this same issue I would like citizens to refund my monies.Customer Answer
Date: 11/28/2024
I have not heard from the business in response to my complaint.Business Response
Date: 12/06/2024
A detailed response has been communicated to Mr. ********* on December 6, 2024 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:11/15/2024
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.
At the beginning of the year I filed a complaint regarding ****** and their equipment. Vivint stopped charging me a monthly fee but even after several attempts of me contacting them I still see that Citizen One continues to charge me for the equipment. I moved to a different state 2 years ago and neither company were helpful in me continuing their services. I reported Vivint to the BBB and as per the legal department with Vivint neither vivint or citizen one should continue to charge me, however they have never stopped charging my credit card. Please help.Business Response
Date: 12/05/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:11/14/2024
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 got approved for the iPhone upgrade program via citizens ones bank. On October 5th I returned my iPhone to ***** in store, I got a return receipt and ***** confirmed to citizens one bank via a 3 way call that the phone was returned and the refund was issued the same day. It is now November 14 over a month and a week since the refund was issued and citizens one refuses to credit my account and still wants me to pay off the phone (that was returned and that I have proof was returned!) I have spent more than 30 hours with them on the phone trying to resolve this issue over the course of the past month. This is a no that does not do anything and when presented with facts that are contrary to what they say they just stall up and have nothing to say.Business Response
Date: 11/20/2024
A detailed response has been communicated to Mr. ***** on November 20, 2024 by way of phone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:11/14/2024
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.
They had a promo add out and I opened up accounts and never received my money ??. I did the requirements I got two different answers.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:11/14/2024
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.
Waiting for an additional deposit of $250: Explaination...Bank had a promotion in April 2024 Called 5 for 5 If you do everything, you were to get $500 on October 30th 2024. I received only 250. The bank manager, ***** said they are working on it and I keep calling and they still have not resolved the issue as of the date of this complaint 11/13. I also called the Corporate customer service phone number ************* Option 1, and spoke with Jaquain (not sure of spelling). He transferred me over to a manager, ***. He said he needed to send over the problem to the marketing department. I am really tired of waiting for a resolution. I would like the $250 plus interest.Business Response
Date: 11/22/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:11/13/2024
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.
Below is the letter being sent to Citizens Bank today:11-13-2024 Citizens Consumer Loan Servicing JCB212 ********************************* Ph ************** To Whom It May Concern:I am requesting to cancel my line of credit with Citizens, Loan # **********, as of the time of the annual renewal, on or around July 19, 2024 and am disputing the $50 fee.Last year, on or around July 19, 2023, I was asked if I wanted to renew this line of credit, of which I did and agreed to the $50 fee. This year, I was not given that notice or asked if I wanted to renew. Apparently, Citizens decided to renew and charge me $50. I attempted to handle this about a month ago over the phone but it seems it did not work. Your customer service *** was able to identify me but did not cancel my account, at my ********** not asking me if I agree to renew, I believe this practice is fraudulentBusiness Response
Date: 11/25/2024
A detailed response has been communicated to Mr. ****** on November 22, 2024 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:11/11/2024
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.
Dear CITIZENS BANK; *********** NOTICED THERE ARE SEVERAL ACCOUNTS MARKED DELINQUENT ON my name that i'm not aware of. I am disputing the alleged debt reported by your company. This account is fraudulent, as I have no prior relationship or contract with either the original creditor or your company.The reporting of this account violates the Fair Credit Reporting Act (FCRA) and the Fair Debt Collection Practices Act (FDCPA). To verify the legitimacy of this claim and your authority to collect, please provide:1. Proof of Authorization under 15 U.S.C. 1692e and 1692f.2. Legal Basis for attempting to collect this debt, including applicable statutes.3. Proof of Authorization to Operate in my state.4. Evidence of Alleged Debt, including any contract or agreement bearing my signature.5. Full Account History, detailing all charges, fees, and payments.Your lack of documentation would constitute a violation of FDCPA 1692d, 1692e, 1692g(b), and 1692f. Therefore, I demand the immediate removal of this account from my credit records.Per the doctrine of estoppel by silence (********* *. *******, Mo. 281 S.W. 715, 719), as I have not acknowledged any debt, I presume none exists. Failure to provide evidence within 30 days will confirm this accounts invalidity. I expect a written response confirming its removal from my credit report.Sincerely,Business Response
Date: 12/11/2024
See attached responseInitial Complaint
Date:11/08/2024
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 called into the local branch because I lost my job and my account is severely negative. They were brief and not nice then told me to call customer service. The agents were rude and laughed at me while explaining I lost my job.Business Response
Date: 11/18/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************
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