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
- 1,667 total complaints in the last 3 years.
- 467 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:04/29/2025
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'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: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: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: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
**********************Initial Complaint
Date:04/26/2025
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.
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 fraudBusiness 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: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: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: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 YorkInitial Complaint
Date:04/21/2025
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 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: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 the past 2 years Citizens bank has paid my insurance for my house late which causes a cancelation notice, I've had to pay out of pocket each time. I've called them several times to get this matter fixed to no avail. I called and asked that they remove the insurance payment part so I can just pay it myself since I'm already having to pay it anyway and they want to charge me to do that which I feel is unjust. Why should I have to pay them for not doing their job?Business Response
Date: 06/18/2025
Please see
attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
Citizens
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