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.
- 461 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:11/08/2024
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
**********************Initial 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 purchased a vehicle in 2004 and financed it through Citizens Bank. The vehicle was paid off within 5 years. No title or lien release was received. On 11/1/2024 I went to the *** to obtain a title so I can sell and transfer the vehicle. The *** advised me there is still a lien showing on the vehicle from Citizens. I contacted Citizens who found my auto loan and said they would process the lien release electronically and send me a release via mail. After a week & not receiving any info, I went back to the *** who still showed a lien. I called Citizens and spoke to someone who said they could not find my account at all via VIN nor my social. I asked to speak to a supervisor or someone who may be able to help and he said there was no one. I hung up and called back. This person found my account and said the electronic lien release was completed. He said he would process again just to see if that helped. I am now stuck and do not know who to contact. Each customer service person I spoke to with ********************** was from *********** and had broken English. None seemed to know how to help me. I cannot find any other contact info that leads to someone here in the ** that can assist me. I simply want to obtain a title for vehicle which was paid off 15 years ago.Business Response
Date: 11/25/2024
A detailed response has been communicated to Mr. ****** on November 14, 2024 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:11/07/2024
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.
To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed **************************** ACCT #: ********** ***. $0.00 Under the Fair Credit Reporting Act, 15 U.S.C. 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.Business 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:11/06/2024
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.
My account was overdrawn, I made a deposit by 10:00pm to cover and had a positive balance. Next day my account is showing overdrawn because of $105 NSF fees that should have been refundedBusiness Response
Date: 11/18/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:11/05/2024
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.
On April 18th I deposited $10,000.00 dollars into my savings account with the agreement that after 5 months I would receive a $500 dollar bonus. This bonus would be paid out by the end of October which did not happen. I have had 3 conversations with the bank (***** @ ************ and corporate office in **********, ************) they stated that I have qualified for the bonus but have a system problem in making a payment. I have no date from them when this will be corrected. I have attached the flyer that promoted this offer.Business Response
Date: 11/15/2024
A detailed response has been communicated to Mr. ***** on November 15,, 2024 by telephone.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 11/15/2024
[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:11/05/2024
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.
In late August, my home was damaged by severe hail storm. My insurance company assessed the damage and provided a check to me and my mortgage company, Citizens Mortgage. I completed the process as requested by Citizens Mortage using *********************** and mailed the check to Citizens Mortgage for endorsement in September. Check was received by Citizens Mortgage on 10/1/24 according to ***********************. It has been over a month and Citizens Mortgage has yet to provide the insurance funds to me to pay for repairs. I have called 6 times during the month of October and early November to inquire about when the funds will be provided. The typical answer is 3-5 business days or 5-7 business days for various parts of the process (it has been over 25 business days at this point). I have asked on 3 occasions to speak with a manager then I'm put on hold for a while and then told no managers are available. I have requested a file a compliant and received no response. Because the damage to my house includes broken windows and water damage, I worked with a roofing contractor to repair my roof as I do not want to risk additional water damage from weather. Repair to house is completed and I completed a visual inspection using InsuranceClaimCheck to prove repairs are completed. I want Citizens Morgage to provide the insurance funds so the roofing contractor can be payed in full for the work they completed. It is unacceptable for Citizens Morgage to hold the insurance money for so long that is needed to repair my home.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
**********************Customer Answer
Date: 12/02/2024
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.
Business did contact me but did not resolve the case. They said they would call me again after investigating but they have not. Please do not close this case. Thank you, ****
Business Response
Date: 12/03/2024
We have received the rebuttal notice pertaining to Case # ******** for ******* ******. We provided a detailed response letter addressing our customers concerns via the **************************** on November 18, 2024. (attached here for your files).
Although this may not be the outcome Mr. ****** 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.
Office of the Customer
**********************Initial Complaint
Date:11/03/2024
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 my account was overdrawn $6 which I tried to deposit several times and had to keep contacting bank. It was ********************************* a credit of $6 then said I had to speak to someone in the sales department to reopen account which I did she sent over application but before that stated I need to speak to recovery for an account they claimed I open in 2022 . I never banked with ************ until August of 2024 in which I went into the branch. I asked that to agent she sent over application and I completed it the new account was open I received the card yesterday 11/02/2024.. I tried to deposit money into the account today I called the bank both agents were rude gave me no clarity on why my account was closed the new stated they dont want to do business with you go bank somewhere else. I felt like both parties where unprofessional and gave me no answers especially that an account could have been open in my name that I was completely unaware of which is fraud please help. Thank youBusiness Response
Date: 11/15/2024
A detailed response has been communicated to Ms. ****** on November 5, 2024 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:11/02/2024
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 filed a dispute on a credit card charge from june. Initially it was ruled in my favor and I was credited for the charge. However, I just received a letter from citizens that they have reversed that decision based on documentation received from the merchant-*************. I insist that a supervisor revoew this issue thoroughly since it is clear from citizens letter that no one evr took the time to even read my complaint! Citizens decision did not address my complaint for the charge at all. Additionally, I sensed this issue with citizens a few months ago and spoke to a supervisor at your dispute **** to clarify my complaint and he assured me that this complaint was now clear to him and that it would be updated. Please listen to recordings. There are several recordings/phone calls with supervisors at citizens concerning this matter but there is only one call in which I received a direct call from the disputes **** and spoke directly to that ****. Therefore it should be easy for you to locate that conversation. My credit card number is *********************************** email to ********************************* on 8/14/24 clearly addresses the aforementioned issue-that your **** didn't read/understand my complaint. I am attaching all my email correspondence with citizensBusiness Response
Date: 11/12/2024
A detailed response has been communicated to Mr. ********* on November 12, 2024 by telephone.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 11/12/2024
[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. Thank you very much for your help!
Regards,
******** *********Initial Complaint
Date:11/02/2024
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.
2000 characters are not enough for me to explain what happened . i just made this to a fild then upgrade hope you can see that and help please . thank youCustomer Answer
Date: 11/14/2024
I have not heard from the business in response to my complaint. i m not sure if that means they contacted me . When they called me, the ring only rang once and then they hung up. I called back countless times and left messages countless times, but no one ever answered. There was no available email, so I had to write a letter with a stamp and send it to them to complain and ask for help. I really admire them. Not only did they destroy my credit, they never contacted me proactively. I tried to call them countless times, but no one ever answered. What a ************. I had paid off my loan in June. In October, the bank finally found someone who used the same phone number in the same area as me to contact me, but that person didn't want to help me solve the problem. He just warned me that I needed to pay more than ***** US dollars to clear my account. The other issues had nothing to do with her. She would transfer me to the management after I paid. After more than an hour of waiting, it was finally handled, and they asked for my current address and promised to send my car title over. It's been about 50 days now, and there's nothing. The account has been removed. I just want to say that citizens are the worthBusiness Response
Date: 11/19/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:11/02/2024
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 received full payment to settle the ***** loan over 2 months ago yet has refused to send me a refund of $442.78. It is wrongfully retaining this money as its own.Business Response
Date: 11/19/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 11/20/2024
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.
Citizens received a change of address on 11/2/24 which was confirmed to me via email on the same day.
Yet, Citizens 11/20 letter addressed 18 days after the change of address it received was sent to the old address. Citizens knowingly is communicating to an address it knows or should know is invalid. Thus, Citizens continues to create delays in returning the money it owes me.
It is unworthy of belief that Citizens did not record the closure of the ***** as the house was. sold and I received closing funds months ago.
Thus, its insistence on a$10 recording fee is false and misleading.
Its categorization of 11/2 call of me hanging up on their *** is likewise false, apart from hanging up after the call ends.
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: 12/03/2024
We have received the rebuttal notice pertaining to Case # ******** for ***** *******. We provided a detailed response letter addressing our customers concerns via the ******************** portal on November 19, 2024. (attached here for your files).
Although this may not be the outcome Mr. ******* 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.
Office of the Customer
**********************
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