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

  856 Cromwell Ave Ste D Rocky Hill, CT 06067-3012

• 

  Citizens Bank

  834 Washington St Middletown, CT 06457-2912

• 

  Citizens Bank

  15 S Main St West Hartford, CT 06107-2407

• 

  Citizens Financial Group, Inc.

  1 Capital Plz Ste 4 Concord, NH 03301-4900

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:05/12/2025

  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 filing a complaint regarding a repossession account reported by ********************** on my credit file. I am disputing the validity of this repossession and the manner in which it was executed and reported.I have submitted a written dispute to the company requesting verification and legal documentation supporting the repossession, including:Proper Right to Cure notice as required under Massachusetts General Laws c. 255B, 20B Notice of Intent to Sell or Dispose under UCC ***** Post-sale accounting breakdown under UCC ***** Documentation showing the vehicle was sold in a commercially reasonable manner under UCC *****

  

  Business Response

  Date: 06/02/2025

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

• Initial Complaint

  Date:05/12/2025

  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.

  Citizens Bank Review - Unacceptable 2024 Pre-Black Friday Campaign I am writing to express my profound disappointment with Citizens Bank's 2024 Pre-Black Friday campaign. The advertising for this campaign was not only misleading but also appeared to be deliberately designed to confuse consumers about their eligibility for the advertised benefits.The primary issue lies in the campaign's promotion of Get up to $500 with a new or existing personal Citizens Savings account. The advertising prominently featured Get $500 when you make one single deposit of $20,000 or more in new money to your personal citizens Savings account and maintain the savings balance through March 5. However, the terms and conditions, which were buried in item #4 ************ balance as of the end of the day prior to the qualifying single deposit plus qualifying single deposit ($10,000/$20,000) must be maintained through 3/5/2025; revealed that the highest benefits were only available to a very limited subset of customers who met extremely specific criteria. It misled customers to believe maintaining the balance of $10,000 or $20,000 (new monies) to be eligible for $250 or $500 bonus respectively. This use of tricky words and buried conditions is a classic example of bait-and-switch advertising. Citizens Bank lured in customers with the promise of exceptional benefits, only to reveal that the vast majority would not qualify for the higher tier of bonus. This is not only unethical but also damages the bank's reputation and erodes consumer trust.I urge Citizens Bank to take immediate action to:1. Compensate affected customers: Consider offering some form of compensation to customers who were misled by the advertising and opened accounts or applied for products based on false pretenses.2. Review advertising practices: Implement stricter internal controls to ensure that all future advertising is transparent, accurate, and not designed to deceive consumers.

  

  Business Response

  Date: 05/21/2025

  A detailed response has been communicated to Ms. ********** on May 21, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

  Customer Answer

  Date: 05/21/2025

  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. 

  The representative did not understand the core of the complaint. She kept talking and over talked when I tried to explain to her what was my complaint and why I was having bad experience with their advertisements.

  The representative did not ask if there was anything she could offer make things right or how to achieve customer satisfaction. Her concern was to make a phone call to customers that completed her job.

  The phone conversation did not resolve my complaint and definitely not to my satisfactory.

  [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,

  Fandy

   

   

• Initial Complaint

  Date:05/12/2025

  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.

  This past month I was experiencing a financial hardship and was unable to stop some bills from coming out of the checking account. The fees accrued to 980$ within a 30 day period. I want to resolve the balance but cant with all the fees. I reached out and they were unable to help. I was disconnected 3 times and told they couldnt escalate to a manager- trying to pay this but just need assistance with these high and somewhat punitive fees

  

  Business Response

  Date: 05/21/2025

  A detailed response has been communicated to Ms. ****** on May 20, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

• Initial Complaint

  Date:05/11/2025

  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.

  My name is ******* ******** and this complaint is for my mother as welll ******** ****** we need our Zelle access token or Zelle email and phone number to be unblocked and unrestricted or un deactivated and reactivated because I am at a new bank and trying to use it but I cant it say for emails and phone number this Emails 1 f*********************** ******************* email cant be used with ************ Mobile 1 (***) ******** ******9872This phone number cant be used with Zelle. Mobile 2 (***) ******** emails are *********************** and ************************** and phone number is ************ and ************ etc.

  

  Business Response

  Date: 05/15/2025

  A detailed response has been communicated to Mr. ******** on May 15, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

  Customer Answer

  Date: 05/15/2025

  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 have contacted my new bank again and told them what yall say they told me its is on yall end so please unrestricted or unblock or unsuspend it etc or told me who restricted the numbers and emails have this further look into etc.]
  
  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:05/11/2025

  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.

  Hello i contacted the bank numerous times I got no where I disputed the transaction with my bank I even closed my card and got a new one I filled out the report and they didn't even call me or tell me why the denied my claim I just want mine ****** backs

  

  Business Response

  Date: 05/28/2025

  
  A detailed response has been communicated to ******** ***** on May 28, 2025 by way of phone. 
  
  Sincerely,
  Office of the Customer
  ********************** 

• Initial Complaint

  Date:05/10/2025

  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.

  Citizens back locked my accounts due to a fraud alert. I reached out to the bank on Sunday and was told to follow up with the fraud department on Monday. At 0900 on Monday, I reached out to fraud and they told us it would take 3-5 days to get it released but the woman said it should be done by 3 days. I took a $100,000 HELOC loan out to perform repairs on my house and i found out my account was locked due to bounced checks to my contractors. I had my son in law reach out to the bank with me because the contractors have stopped all work on my home and are demanding to get paid and he and I spoke with a fraud representative on the phone. The fraud representative on the phone was offended because my son in law said this situation is f****** ridiculous and expressed concerns about the bank. The representative asked to speak with me and then proceeded to threaten me by telling me he wouldnt make the process take longer. So instead of finding a solution, he threatened to keep my account locked and make this process take longer. He also reminded me that the call was on a recorded line and that he was a supervisor.There was no attempt to put my family at ease with the process, no attempt to deescalate the situation and finally at the end, the man made a statement at the end and assured us my account will be unlocked by the close of business which is not true at all. I am 11 days late for paying my contractors at this point and I am extremely disappointed with my banking experience at citizens bank. Ive been a customer for over 40 years and this is a terrible experience.

  

  Business Response

  Date: 06/10/2025

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

• Initial Complaint

  Date:05/08/2025

  Type:Billing 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.

  We want our checking account to remain closed and instructed the bank to reject any/all attempted withdrawals . They mark our account as closed but have twice reopened it weeks later when very small ACH transactions were allowed to be paid, resulting in overdrafts.

  Customer Answer

  Date: 05/19/2025

  [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:05/07/2025

  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 April 20, 2025 at around 8:21pm I went to Citizens bank on ************************ to deposit 2000 cash at the *** machine. I put my card and pin to deposit cash, the *** machine took my money and then It crashed. gave me an error message, took my money and it never gave me the credit... I tried to get in touch with the bank but all offices were closed. next day (Monday) I open a cased over the phone about my problem and they told me they were gonna look in to it. I went to the branch as soon as they open, I told them about my case, they didn't bother in asking me at what time It happened or any kind of key information for the search.. all the told me, It was since I open a case they'll look in to it.. so I let a few days go by and no answer from them. I called citizens customer service for the 2nd time, then and I noticed they changed my case number and they Issue me 400 credit.. not the amount lost.. I was told It could take up to 10 business days.. well its it's the 11th day and I called them for the 3rd time. I representative with a nasty attitude took my call.. I told her no money in my account what's going on? put me on hold and then told me that they were gonna close my case. I asked them why? I told them, they never called me for anything kind of information. I demanded to talk to a supervisor I was on hold for 40min. once supervisor took my call I had to explain my issue again. they were gonna file a report to investigate.. I asked him why I had to called them 3 times in order to open a case on the 11th day.. he apologized and open a new case DCC-****** and told me that I have to wait another day.. worst bank ever. Please I need this resolve to get my money and close that account.. it's unacceptable.

  

  Business Response

  Date: 06/02/2025

  A detailed response has been communicated to Mr. ***** on May 22, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

• Initial Complaint

  Date:05/07/2025

  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 find this account to be incorporated with inaccurate information, I strongly believe this to be misleading and misrepresentation of my credit history.

  

  Business Response

  Date: 06/05/2025

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

• Initial Complaint

  Date:05/06/2025

  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 not liable for this debt with Citizens Bank. I do not have a contract with Citizens Bank, they did not provide with the original contract as I requested.

  

  Business Response

  Date: 05/15/2025

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