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:11/01/2024
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 disappointed on how the marketing department at Citizens Bank has handle my recent inquiry. Back In April of this year, I opened a savings account (ending *****. This account came with a $500.00 bonus offer with depositing $10,000.00 and maintaining that balance until 9/30/24. On 10/31/24 I noticed the bonus offer had not posted. Upon bringing this to the attention of Citizens via chat, I was informed I was ineligible because the funds did not post to my savings account until 5/1/24. However, the account was opened on 4/26/24 and the request of transfer in the required amount was also scheduled on 4/26/24. Further, the funds were debited from external bank account on 4/29/24. Again, it was on 4/29/24 the required funds were transferred to Citizens Bank. They chose to hold the funds which they claim now makes me ineligible for bonus offer, yet Citizens did have possession of the funds on 4/29/24. The marketing department sent an e-mail to me on 11/1/24 stating they cannot offer an exception and the funds had to be deposited by 4/30/24. I am requesting the Office of the Chairman to make an exception in the case. Between 4/29/24-4/30/24 Citizens had the required funds furthermore I had no access during this timeframe. I would truly appreciate Citizens understanding in this matter and the authorization of the $500.00 bonus offer.Customer Answer
Date: 11/12/2024
I have not heard from the business in response to my complaint. A "*******" contacted me via telephone on 11/5/24. I missed the call. I have called back and left messages multiple times with no further response.
Business Response
Date: 12/06/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 12/09/2024
[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 appreciate Citizens Bank for their understandings in this situation and resolving to my satisfaction.
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:10/31/2024
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 are overcharging me and my mom who cosigned for my car loan too much money for payments i pay ****** i am a school custodian making only ****** every two weeks and my mother is retired who makes from social security *********************************************************************************************************************************************************************************************** entirely i cant even refinance my loan to get my mom taken off the loanCustomer Answer
Date: 11/11/2024
I have not heard from the business in response to my complaint.Business Response
Date: 11/15/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 11/18/2024
I am not satisfied with the response I tried calling the number provided but it didn't work I want a billing adjustment on my bill no way should I be paying ****** when I have a cosigner
Business Response
Date: 12/09/2024
Please see attached a copy of our response letter being provided for your files.
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 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 asking if i could get a loan modification the loan reduced to the market value of my car i attached a screenshot the value of my car i hope to hear from you soon
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:10/31/2024
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 not liable for this debt with Citizens Financial Group, I do not have a contract with Citizens Financial Group, they did not provide me with the original contract as I requested.Business Response
Date: 12/05/2024
See attached responseInitial Complaint
Date:10/31/2024
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.
For some reason, I'm guessing some sort of mental defect or disfunction, this company has begun filling my mailbox with their unwanted junkmail two and three times a week nowCustomer Answer
Date: 11/11/2024
I have not heard from the business in response to my complaint.Business Response
Date: 11/12/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:10/31/2024
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.
On October ****** I made a deposit at the *** for $800 The machine kept my $300 and returned the $500 and did not credit my account. The bank associate tells me they have been having issues with the machine. But could not refund my money until the claim was filed which would take 5 business days. I asked for a provisional credit seeing that I was headed out of state that was l the cash I had. Nothing they could do. Five days later my money was not returned because the associate filed the incorrect claim. Bank manager states I had to wait another 14 days to refund MY money. I was given a provisional credit from the bank 15 days later and refunded. On October ******* they withdrew another $300 from my account not seeing it was already withdrawn to correct the provisional credit. MY bills have bounced, accounts are overdrawn due to the banking error, and I have been dealing with this for four weeks now. With no additionalBusiness Response
Date: 11/15/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:10/31/2024
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 currently have 3 accounts with ********************** as well as an account with ****************** Pay. Two of the accounts are checking accounts and one them is a joint account with my spouse. This account shared with my wife does not have overdraft protection a choice that is for a reason. I am disabled due to several reasons and I get my disability money directly deposited into my solo account and I will then transfer money from my account into the joint account with my wife and she does the same. So we spoke with bank officer and explained what troubles we were having and it was suggested that we do this so we could keep better track of our money's. I recently have been dealing with new issues medically that requires my wife to rush home as soon as her day is over which doesn't allow her make any overtime limiting our ability to stay above water. So we are constantly finding ourselves in overdraft situations and we like to avoid overdraft fees thus the no overdraft protection. Recently the bank choose on its own to cover an overdraft accidentally doubled by myself to my citizens Pay. I made a payment and for some reason it was not appearing anywhere so I thought maybe I just thought I had made a payment so I just went ahead and made a what turned out to be an additional payment. So I didn't cover it and the bank did when in all of the previous times they always returned the payments and no fees would be assessed. But apparently they covered the overdraft and I'm sure it was because the payment was to Citizens Pay account. This caused a fee of course and I was forced to cover it. Then it appears that the order in which all of these transactions occurred was conveniently put in a order which caused a domino effect with the following transactions we made. I'm aware that it is my responsibility to keep my accounts in proper standing but the actions taken by the bank caused alot more issues for us which could have been avoided.Business Response
Date: 12/09/2024
A detailed response has been communicated to Mr. ******** on December 4, 2024 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:10/30/2024
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.
On October ******* I opened an account with ********************. I went into the bank to open the account. During the process the experience was normal the woman was kind. my issue comes after the account was opened. about 3 days later I go to check my balance at the atm and I was informed that my card had been deactivated. Not once did citizens try and contact me. and when I called customer service the representative could only tell me youll receive a letter in the mail. well I received that letter and no where on the letter does it state why they closed my account. and not to mention I had money in the account when they closed it so not only did they close my account with out my knowledge they also kept my money. thats 200$ in Checking and 10$ in savings. I want my money and answers.Business Response
Date: 11/07/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:10/30/2024
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 went to ***** to upgrade my iPhone and was charged a $43.24 application fee. When it says there is no charge for an application fee. Please refund my $43.24Business Response
Date: 11/08/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:10/29/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I opened 2 accounts (savings and checking) in one day to satisfy promotion (144CE94333567). after satisfying all of the requirements of the promotion I should get 350$ + 350$ = 700$. All of the requirements satisfied, but Citizens did not pay the promotion. Making up some not true stories about the accounts. Both of the deposits from my other banks came at the same day, meaning it was opened in the same day.Business Response
Date: 11/18/2024
A detailed response has been communicated to ******** ******** on November 18, 2024 by way of phone.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 11/19/2024
[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 for the resolution. I have received $700 from Citizens Bank. Citizens Bank - Thank you!!!
Regards,
******** ********Initial Complaint
Date:10/28/2024
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 August of 2024, I was forced without penalty to close my Vivint account due to moving to a non serviceable area. Vivint closed my account, however, ****************** pay continued to charge my account for my Vivint equipment, which I returned. I provided the tracking number for the returned equipment to a citizens pay representative, who told me the issue would be resolved within 14 business days. I was refunded the money they charged me for the month of August and September, however, they once again charged me for the month of October. I continue to try to get into contact with a supervisor, who will not answer his phone nor return my calls. I would like this credit line to close my account and refund my money for the equipment I already returned.Business Response
Date: 11/04/2024
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************
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