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 Bank

  256 Samson Rock Dr Madison, CT 06443-3019

• 

  Citizens Bank

  354 Broad St Manchester, CT 06040-4033

• 

  Citizens Bank

  1187 Boston Post Rd Westbrook, CT 06498-1949

• 

  Citizens Bank

  123 Cherry St Milford, CT 06460-3431

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:10/31/2024

  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 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:Sales and Advertising 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 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: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 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 $43.24

  

  Business 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:Service or Repair 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 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: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.

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

• Initial Complaint

  Date:10/28/2024

  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.

  On 6/27/24 I visited Citizens on *********************, ** regarding a promo offer I received in the mail. I misplaced the card but ***** **** the banker I met with was able to locate it with my address. I explained I would not do a direct deposit because I only had one check and I did not want to disturb that deposit. We went over the terms which were to deposit ***** into a new savings account within 60 days and 500 into a new checking account within 60 days. Both accounts were opened and I left with a paper on overdraft fees and what Citizens does with personal information. On July 3 I called customer service and spoke to ******* to make sure I was meeting the terms of the offer. He assured me I was. The offer code was 224CD52273754. However, I called customer service again and I spoke to ***. He told me I didn't meet the terms. I sent a letter to Citizens Ref. number CEG0428. No response. I was also told by ***** **** to make a deposit anytime during the month to avoid fees. He did not tell me it had to be made by the 8 th business day and I received fees on both accounts. ***** stated he would put in for an exception and to wait until Oct. 21st. I called Citizens on October 23rd and spoke to *****, his manager who stated I did not meet the terms, ***** was out sick and the end of the term was the 31st not the 21st. My complaint is as follows: Constant misinformation from Citizens. Constant sorry about that. I was not given a print out of the promo offer but did go over the terms with the banker. Because Citizens does not stand by their misinformation I feel I am due the 600 dollars.

  

  Business Response

  Date: 11/21/2024

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

• Initial Complaint

  Date:10/25/2024

  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.

  Section FCRA 611(a)(6)(B)(iii) and (7) of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information. Fair Credit Reporting Act, 15 U.S.C. 1681s-2 Section 623(a)(8)(D) Section 603(p), must notify consumers in writing if they may furnish or have furnished negative information to a CRA. Section 623(a)(7). According to 15 U.S.C 1681s-2(a)(1)(A) and (B)to report inaccurate informationPlease DELETE this information from my credit report, pursuant to section 611 of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information.According to 15 USC 168i(15) the credit bureaus have to modify or Delete fraud Account that are not reporting accurately. According to 15 USC 1681b(1) the credit bureaus dont have no written permission. According to 15 *** 1681 have the right to privacy According to 15 *** 168s- 2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate . (B) Reporting information after notice and confirmation of errors According to 15 *** 1681 I have the right to privacy According to 15 *** 1681s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. (B) Reporting Information after notice and confirmation of errors A person shall not furnish information relating to a consumer to any consumer reporting agency (i) The person has been notified by the consumer, at the address specified by the person for such Notices, that specifies information inaccurate, and (ii) the information is, in, fact, inaccurate. CITIZENS PAY LINE OF CREDIT Amount:$12499 Date:11/17/2023 Acct#****************

  

  Business Response

  Date: 11/05/2024

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

• Initial Complaint

  Date:10/24/2024

  Type:Customer Service 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 am writing to file a formal complaint against Citizens Bank for providing me with incorrect and misleading information regarding the lien release on my paid-off vehicle loan.On October *******, I paid off my vehicle loan in full. When I called to confirm the process for receiving the lien release, I was given completely incorrect information by a representative, which led to unnecessary confusion and delays on my end. Upon calling again, I was informed by a different representative that it would take 3-5 weeks for the lien release documents to be sent to my home.Unsatisfied with the inconsistencies, I escalated the issue to a manager. Unfortunately, the manager was unable to provide any additional assistance or resolve the issue to my satisfaction. The conflicting information and lack of resolution have caused significant frustration and inconvenience.I believe this reflects poor customer service and a lack of transparency on Citizens Banks part. I request that Citizens Bank take immediate action to ensure the lien release process is expedited and that their representatives are trained to provide clear and accurate information to avoid such situations in the future.Thank you for your attention to this matter. I look forward to your assistance in resolving this issue.

  

  Business Response

  Date: 11/06/2024

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

• Initial Complaint

  Date:10/24/2024

  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.

  I am writing to formally express my dissatisfaction regarding a recent issue with my 15-year-old child's account at [Bank Name].On [specific date], I contacted your customer service team regarding the terms of my child's account, specifically inquiring about the handling of funds. During this conversation, I was assured that there would be no unauthorized withdrawals or fees associated with the account, especially given my childs age. I was informed that any transactions would require explicit authorization from me as the parent and guardian.However, I was shocked to discover on [date of the incident] that funds were withdrawn from my childs account without prior notification or authorization. This withdrawal not only contradicted the assurances provided to me but also caused considerable distress for my child and our family. We rely on this account for specific purposes, and this unexpected withdrawal has disrupted our financial planning.I attempted to resolve this matter by contacting your customer service department multiple times, but I have encountered a lack of assistance and clarity regarding the situation. The representatives have been unhelpful, and I have yet to receive a satisfactory explanation or resolution. It is disheartening to feel that my concerns are being dismissed, especially given the seriousness of the situation.I kindly request a thorough investigation into this matter, including a detailed account of the withdrawal and the reasons behind it. Additionally, I seek the return of the funds that were taken from my child's account without **************** a parent, I am deeply concerned about the handling of my child's account and the potential implications for their financial future. I urge you to take this complaint seriously and respond promptly, as I would like to resolve this matter amicably.Thank you for your attention to this important issue. I look forward to your prompt response.

  

  Business Response

  Date: 11/08/2024

  A detailed response has been communicated to Ms. ****** on November 7, 2024 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

• Initial Complaint

  Date:10/24/2024

  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.

  I am writing to dispute an account on my credit report that I did not open. I believe this is a case of identity theft.Creditor Name: CITIZNPAYLOC Opened Date: 05/07/2024 Account Number: ******************Balance: $14,731.00 I have already filed a complaint with the *** through *****************. Please investigate and remove this account from my credit report.

  

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