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

  222 Boston Post Rd Orange, CT 06477-3207

• 

  Citizens Financial Group, Inc.

  194 Amity Rd Woodbridge, CT 06525-2239

• 

  Citizens Bank

  2584 Dixwell Ave Hamden, CT 06514-1811

• 

  Citizens Financial Group, Inc.

  1550 Elm St Manchester, NH 03101-1200

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:05/04/2025

  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.

  They have a system issue where accounts show past due in their status for a significant length of time. In the same system, it shows all payments that were in fact on time. They have acknowledged this issue and stated they put a freeze on credit reporting. That conversation occurred a few weeks ago. Today, my credit dropped 132 points with Experian. The reason was one of the Citizen accounts is past due over 60 days. Again, everything is current. Their website at this very moment states the account is current.This is a serious issue that they have acknowledged, yet failed to address. I am in the process of sourcing lending, which this negative transaction will cause me to fail. Is Citizens going to give me the $25,000 I need to borrow, but now cannot, due to their negligence? Their local branch in **********, PA has no respect for their customers, either.

  Customer Answer

  Date: 05/16/2025

  I have heard from them regarding my complaint directly with them. Not regarding the BBB. The credit bureaus have corrected my files through complaints I filed directly with them. Citizen's has not resolved my account with respect to my required resolution.

  

  Business Response

  Date: 06/02/2025

  A detailed response has been communicated to Mr. ***** on May 29, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

  Customer Answer

  Date: 06/03/2025

  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. 

  [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
  

  I am not satisfied, as Citizen's failed to adhere to their ongoing commitment. On multiple occasions, I phoned them with the concern that their system was in an inaccurate state, with respect to my account. On all occasions, I was informed they were addressing it. Additionally, I expressed my concern for credit reporting each time. In every instance, I was assured that it will not report to credit. During my final conversation, I expressed a deeper concern for the issue not being resolved. Most critically, for the credit reporting risk, as I was in process of needing and acquiring financing. I was placed on hold, so that the individual could review with their manager. That representative also informed me that there were no notes in my file regarding the issue. When she returned, she assured me that all details were in my file, and my credit WOULD NOT be negatively impacted (no reporting from Citizen's).

  The commitment from two levels within their organization failed, which led to my inability to source the needed financing at that very time. Their lack of ability to uphold their commitments is not rectified by simply making required adjustments once it is too late.

  
  Regards,

  ****

   

   

• Initial Complaint

  Date:05/04/2025

  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.

  Date Paid/Settled: November 2024Amount Settled: $221.28 from $553.20I am writing to formally dispute inaccurate and inconsistent reporting of a charged-off account listed under **************** across all three major credit bureaus (Equifax, Experian, and TransUnion).According to my credit reports, this account was reported as charged off in August 2024 by one bureau and September 2023 by another, which is a clear violation of the Fair Credit Reporting Act (FCRA) Section 1681e(b) requiring that furnishers of information report with maximum possible accuracy.Also, despite settling this debt in November 2024, the charge-off is being listed every month through current reports, which is misleading and deceptive. A charge-off is a one-time accounting action not something that should appear as charged off each and every month post-settlement, especially if paid in full or settled. This repeated derogatory reporting creates the false impression that I am continuously delinquent, harming my creditworthiness. This practice may also be considered a violation of: FCRA 15 U.S.C. 1681e(b) requiring maximum possible accuracy FCRA 15 U.S.C. 1681i(7) right to reinvestigation and disclosure FCRA 15 U.S.C. 1681b permissible purpose for reporting FDCPA for inaccurate and misleading collection reporting Consumer Protection Laws for unfair, deceptive, or abusive acts Privacy Act of 1974 (where applicable in handling personal information)I am requesting: 1 Complete removal of the Citizens Bank account from all credit reports due to continued inaccuracies and non-compliance with federal credit reporting guidelines. 2 An official response acknowledging this dispute under **** procedures.Please consider this a formal complaint and take immediate corrective action.

  

  Business Response

  Date: 06/06/2025

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

• Initial Complaint

  Date:05/03/2025

  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.

  I applied for a loan on my phone it was 12 months no interest when I agreed to the terms and got home to set up payment they changed it to 6 months no interest and refused to let me set up automatic payments without giving them my social security number

  Customer Answer

  Date: 05/13/2025

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 05/23/2025

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

• Initial Complaint

  Date:05/01/2025

  Type:Order 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 responsible for this CITIZENSONE debt. I have no contractual agreement with CITIZENSONE, and they have failed to provide the original contract as per my request.

  

  Business Response

  Date: 05/12/2025

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

• Initial Complaint

  Date:04/30/2025

  Type:Order 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 account ends in 3038. I am attaching proof of 2 insufficient funds fee if $35 each totaling $70 charged on my account and I have been trying to get help but their customer service is ridiculously unhelpful. Spoke to a customer *** and a manager ******** and they just did not care how what I am saying to them makes sense and why I should not be charged 2 $35. I am attaching proof of this too, please review.1. Their banking is all off during the weekends and what I saw today was different than it was yesterday. 2. I made 2 cash deposits exactly to avoid the insf fees, yet they still debited.3. They are saying insf fees were charged because of the ******* $8.52 and bath and body **** $29.54. First of, the account shows positive when those 2 transactions took place. Check attachments. So there should be no INSF fees. Also their email form 4/29 shows a negative $27 and I was under the impression is until today at 10pm.4. Their banking yesterday shows no negative that is why I did not deposit cash, why would I not deposit if I already have done it in good faith to avoid NSF fees.5. Their customer service is unhelpful. I explained everything to them yet they dont care.I am requesting the $70 back refunded immediately. The info they are giving me is incorrect, my account was not negative for the ******* and bath and body works. Please refund me $70 and please make your service more human oriented as the way you have it it does not work. Payroll on the account is due today i needed help because I am the only person in the family working due to my husband having a work accident but even with that, you see I did deposits to cover fees. I have receipts. There should not be 2 $35 fees, this is taking food from my kids table!!!!!!Refund me the $70.This is going to the attorney general too! This is outrageous! You need to get your system better people should not have to wait until Tuesdays nd Wednesday to see a clear account history and what was processed.

  

  Business Response

  Date: 05/14/2025

  A detailed response has been communicated to Ms. ******* on May 14, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

• Initial Complaint

  Date:04/29/2025

  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 is my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this matter. CITIZENSONE ACCOUNT no.: ****** DATE OPEN: 03/18/2017 BALANCE: $0.00

  

  Business Response

  Date: 04/30/2025

  Please see attached a copy of our response letter and enclosures that has been provided previously for your files.
  
  Sincerely,
  Office of the Customer
  **********************

• Initial Complaint

  Date:04/29/2025

  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've asked this company to stop sending me their advertisement/post cards to my mail box. I don't want your service now or ever. Cease and desist.

  

  Business Response

  Date: 05/07/2025

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

• Initial Complaint

  Date:04/29/2025

  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.

  It has took Vivint and ************ over 30days to investigate the hard inquiry that was placed on my credit 01/25/2024 PERMANENTLY REMOVED from my credit report . I have not received any validation letter from Vivint nor Citizen . I was not provided any signed contracts, itemized billing statements, or original creditor documentation. I never owed $2,114 nor $2,079 to Vivint nor did I authorized anyone to put anything inaccurate onto my credit report . Equipment promotions and discounts were not included either . According to the **** these unverified and unauthorized items must be removed.

  

  Business Response

  Date: 05/02/2025

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

• Initial Complaint

  Date:04/29/2025

  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.

  Vivint used citizens pay to finance our equipment. When they did it they left out a lot of information and the equipment we have didnt even cost the amount of credit they said I qualified for but they used the whole amount on equipment. The equipment didnt work correctly when the tech installed it so they sent another door handle and told us we had to install it ourselves. Our service hasnt worked since we have had it so we have just been paying for nothing. We couldnt install the doorbell so we kept trying to get help from ******. They charged us almost $300 for the door handle that we returned back to them. We were supposed to get the money back when they received the door handle and we still havent received our money. So thats why I stopped making the payment. This has been since august of last year that our service hasnt worked not been working. After January came around I got fed up with them not giving us what we are paying for. Ive reached out to them multiple times and have screenshots of all conversations. Vivint and citizens pay are horrible companies and need to be looked into! My husband is a disabled retired veteran and I am disabled with 2 brain tumors and ******************. And they were told this and knew we couldnt install the equipment by ourselves. Shame on them. Wish we never signed up with them!!!!

  

  Business Response

  Date: 05/14/2025

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

• Initial Complaint

  Date:04/28/2025

  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.

  On 4/17/25 I had an appointment scheduled for 10:30am with ***** at the ******************************************* branch in *******. I arrived two minutes early but ***** took a customer from the lobby ahead of me, despite my protests, telling me they'd only be a minute. After 20 minutes of me standing around waiting, I approached the manager, who said he would be glad to help me, give him a minute. After a few minutes I explained to him the situation and he said they were 'short-staffed' and I would have to wait. they are always 'short staffed'. I wanted to open a third account and forgot to bring routing and account numbers from the funding bank. He asked me to phone them in and he would do it for me, however I did need to come back and sign a signature card later that day. When I returned and did so, he promised me that he had funded the account for me, but had no deposit ticket or other written proof. I asked him to sign the hand written statement attached. Manager ****************** signed this statement. I found out several days later that he did not do this at all and was either a) being dishonest or b) incompetent.

  

  Business Response

  Date: 05/28/2025

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