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:04/26/2025

  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 card has been repeatedly flagged for fraud on bills, gas, groceries etc... that I pay EVERY month. Today I sat on hold for 2 hours while attempting to purchase groceries after Citizens Bank flagged fraud somewhere again (a charge that goes through EVERY month) & locked my card. Representatives unable to help since it has to be the fraud department to remove even though I verified my identity. I now want after months of dealing with this ridiculous "fraud" issues. I have spent more time dealing with this then anyone should. Hours upon hours of wait times, inconvenience while trying to make a purchase with MY money repeatedly, having bill payments being reversed due to "fraud",) so that bill is late & having my debit card cancelled for ko reason. Currently I have been holding for 2 ************ is still locked.

  Customer Answer

  Date: 05/07/2025

  I have not heard from the business in response to my complaint. I emailed back & never hear anything. Still having issues with my account & common bills being flagged for fraud

  

  Business Response

  Date: 05/13/2025

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

  Customer Answer

  Date: 05/13/2025

  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 reject this response due to the fact that I am still having problems with the fraud department.  Yet again, my groceries were flagged as fraud (a store i shop at 99%of the time). This caused me to have to abandon my groceries due to the ridiculous wait times of the fraud department (well over a hour) This is happening on a weekly basis with my normal day to day expenses. Clearly I am not the only one having issues based on the wait times. There has been 0 resolution or restitution for my time from this business. 
  
  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: 05/28/2025

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

  Customer Answer

  Date: 05/29/2025

  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. 

  As I have stated in numerous emails, I am unable to speak by phone in the time frames that you have given me. I work 12+ hour shifts on the medical field  & an not available by phone during the hours you are telling to get in touch. I DO NOT WORK BANKERS HOURS! I'm lucky if I get a break If you need to verify my identity i am more than happy to do so via email. Again, I am not available during the hours you are telling me to call. No resolution & no response after I email stating this. Figure out a way to solve this since it is your establishment that is giving the issues. Honestly, you should be going above & beyond for your clients but all I have seen do it our way or we won't resolve this.
  
  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:04/26/2025

  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 received a settlement that I fought very hard for over 3 years to receive and I mobile deposit it into my citizens bank account March ********* I was told there be a hold for a week. When that week was up still no funds I was then told to wait another 2 weeks when that 2 weeks was up I was denied access to my funds again which was April 17th I then was told I have to wait an entire month may 30th to see if they will release my funds to me which that also isn't guaranteed. I have been treated very poorly since depositing this check into my account. I have been hung up on had very rude representatives and supervisors everyone is very unhelpful. They even let my bank account go into the overdraft which I am sure ill be responsible for. This was a very inconvenient and unprofessional experience I have never had to deal with anything like this cashing any check and I have received several settlements due to being discriminated against because of the color of my skin and my age. I have not been able to take care of myself my child or my responsibilities because they have a hold on my account I can't access any funds and I am flat broke can't even replace my vehicle I am livid that my life is being put on hold because a bank won't release my hard earned money to me.

  

  Business Response

  Date: 05/02/2025

  A detailed response has been communicated to Ms. ********* on May 2, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

• Initial Complaint

  Date:04/24/2025

  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.

  Bank took 6 hours to assist me on phone and still refused to file ******** violation of title15 ***

  

  Business Response

  Date: 05/02/2025

  A detailed response has been communicated to Mr. ****** on May 1, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

• Initial Complaint

  Date:04/24/2025

  Type:Product 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 called them in early March regarding my escrow account and how, even though they sent the payment to my insurance on February 10th, the company had cancelled my policy, so I paid out of pocket. They told me they would get the money back, and when it was received, they would send it back by April 14, 2025. I called them two weeks later, and they said they never told me that, and they could resend the money, or I need to ask for an escrow analysis, even though that was already done, and I paid the shortage. **************** is a joke, and those people don't even understand English, and you get a different person every time you call, but can never speak with someone who can help you. Then when you do speak to someone in the *** they are just as bad because again you never speak with anyone who can truly help you.

  Customer Answer

  Date: 05/05/2025

  [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,
  
  Tirizia York

• Initial Complaint

  Date:04/21/2025

  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 recently filed a claim for ****** for ************** to credit my account for transactions done on 4/3/25. My account was scammed on 3/30/25. When I called to file the claim, the *** reiterated that it was a Cash App Fraud and promised to send me a new debit card. ************** shut down my debit card because they detected that fraud occurred on my account. I had no access to my account for days and I had to go into a branch to get another card. Unfortunately, Citizen's denied my claim after they initially detected fraud. They did not properly investigate my claim. I am asking ************** to please refund and investigate the fraud. This bank is FDIC insured, and I don't understand my claim was denied.

  

  Business Response

  Date: 04/28/2025

  A detailed response has been communicated to Ms. ***** on April 25, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

  Customer Answer

  Date: 04/28/2025

  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.
  I do not accept the response. The business died not respond properly to my complaint. As a customer,  my money was fraudulently stolen and they bank did not attempt to get my money back. This is very disapointing.
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:04/18/2025

  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.

  The manager of the Northampton branch of Citizens Bank refused to give me the funds from my bank accounts on April 16, 2025. I provided her with a physical copy of my bank statement, my Massachusetts license/real id, my full social security number and mailing address. I was closing out a matured CD within the ***** period and closing my checking account which I have maintained at that bank for over 30 years. No reasonable reason was given for why my funds were not provided to me immediately. The manager made lame excuses about avoiding fraud, which might be relevant if I was not standing there in person with my picture id. I do look exactly like that picture. I have never had a bank refuse to give me funds from my account before. This should be and hopefully is illegal.

  

  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:04/16/2025

  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.

  Please see the attached letter.

  Customer Answer

  Date: 04/28/2025

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

  

  Business Response

  Date: 04/30/2025

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

  Customer Answer

  Date: 05/01/2025

  Thank you very much for the response and making things right.

  I checked my account and I've received credit you provided.

  I appreciate it.

• Initial Complaint

  Date:04/16/2025

  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.

  The bank's mobile application caused an error which meant I double paid my mortgage for the month. My bank account was negative and I could not afford basic expenses. This occurred on April 4th. I have spent hours on the phone with them trying to resolve the issue. They acknowledged there was an error in the app but have not sent me my money back. Initially they were going to send a wire. I spoke to a *** over a week ago and she said I should expect the money back in my account within the next day or two. I stressed the fact i did not have money to live and this was detrimental to my health. The wire never arrived. I was never contacted by Citizens. Having to call in over and over - I was then told by a bank *** I never paid twice (despite it being logged in both their system and my bank). She said the money was sent back and that she had proof. She then sent me a document contrary to the fact and only showing that they indeed did receive the money. Another *** at the bank when I called back said this *** was incorrect and I should ignore her (she was a supervisor named Heiki). I still have yet ti receive my money back and this situation has caused me financial duress as well as meant I spend hours on the phone with the bank I should be spending to work.Citizens is a massive bank and this is frankly unacceptable. Their error should have been rectified by them sending me my money back as soon as recognized (which they did acknowledge). Instead, I have had to spend hours on the phone being told contrary information and still not getting my money back. I am not a rich person and I cannot afford a double payment on my mortgage. I also cannot afford the stress, emotional duress, and time spent on the phone trying to get them to do the right thing. I would like them to pay back my money with interest for the time I have spent away from my job, for the additional interested incurred on my debt I needed the money for.

  

  Business Response

  Date: 04/21/2025

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

• Initial Complaint

  Date:04/16/2025

  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 the 25th of March I received a fraud alert from Citizens Bank.Large amount were being sent to the bank in the name of Capitol One.The amount taken out was originally $500.00 .After I contacted the bank about the fraudulent amount another $500.00 was processed.This (Capitol one )is a fraudulent company using ******* One name.They attempted to clear out my whole account but was successful in taking$1000.00I cancelled all my credit and debit cards for new ones.I contacted the real *********** and confirmed funds were not their ******** problem is the bank is dragging on and on and drawing this fraud out.I have contacted them to no avail.I am assuming it all started when I was attempting to to buy on line from JoAnns . I got pulled in before I realized it was a fake. They have a time limit and most cards were refused . One transaction made it through on *************** but they immediately took it off.I made the mistake of canceling all card except my debit card and Capitol one cards (I did with ******* one saying I had reason to believe that the may be in *********** now citizens put that money back but it is contingent on the fraudulent claim .At wits end!Citizens Bank is dragging on and onMy trust is depleted.Also the fake Capitol one company is probably robbing people out of money and needs to be stopped.I only have social security checks so this matter is really important to me.

  

  Business Response

  Date: 04/24/2025

  A detailed response has been communicated to Ms. **** on April 24, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

• Initial Complaint

  Date:04/16/2025

  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 went to your bank on 4/14/25 to open an account, and I had my passport and proof of address but was not able to after waiting about an hour to be seen, by a representative on east 86th branch causing me to be late for work, etc. The branch manager was not in supposedly to help resolve whatever the issue was and open up an account for me. Please assist, thank you. P.S. I have upload a picture of the card for the individual who I talked to.

  

  Business Response

  Date: 05/05/2025

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

  Customer Answer

  Date: 05/07/2025

  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
  
  Regards,

  ******

   

  Good evening, 

  I brought the 3 items that was mentioned (I gave them my passport, etc). If someone would have looked into what occur he or she would see that the items needed were brought with me. So why wasn't the account opened is the question if I brought what was needed?

   

   

  

  Business Response

  Date: 06/11/2025

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