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:04/18/2025
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.
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: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: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: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: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
**********************Initial Complaint
Date:04/13/2025
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.
This bank is ridiculous no phone calls or letters stating any balance was left and they charged off account without contactBusiness Response
Date: 04/28/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:04/11/2025
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.
Dear Better Business Bureau,I am writing to formally file a complaint against Citizens Bank regarding deceptive and unfair practices related to my savings account interest rate. I have maintained a balance of over $450,000 with the bank, with the understanding that my funds would earn a competitive interest rate.Recently, I discovered that the bank had significantly reduced the interest rate on my savings account to 0.7% without notifying me. This change resulted in a substantial financial loss of in interest income compared to the rates being offered to new customers during the same period. At no point was I informed of this downgrade via email, letter, or through my online banking portal. Furthermore, interest rates are not displayed anywhere in my online account dashboard, making it impossible to monitor changes unless I closely analyze every statement.When I contacted the bank to challenge this practice and request reimbursement for the lost interest, I was told that I should have checked my statements and that my account has a variable interest rate. While I understand that rates can vary, the bank's failure to notify me of such a significant change and its refusal to provide the same rate offered to new clientsdespite my long-standing relationship and substantial balancefeels both deceptive and unethical.This practice undermines customer trust and gives the impression that long-term clients are being silently penalized. I believe the banks lack of transparency and failure to provide equitable treatment constitute valid grounds for a complaint.I am seeking the following resolutions:Reimbursement of the lost interest income resulting from the undisclosed downgrade.A formal explanation of the banks rate notification practices.Assurance that this practice will be reviewed and corrected moving forward.Please let me know if additional documentation or information is required to proceed with this complaint.Business Response
Date: 04/22/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 04/30/2025
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.
This is provided in the letter attached. I will also like to highlight, that I tried even before logging this complaint to resolve this amicable and in good will with endless conversations with different personel including ***** *******, Assistant Vice President
Private Client Relationship Manager, Citizens Private Client
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,Facundo
Initial Complaint
Date:04/11/2025
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.
Citizens bank mishandled my account information and as a result my credit score and reputation were damaged by no fault of mine. All too happy to damage it but little effort or responsibility to repair the damage to me.Business Response
Date: 05/20/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:04/09/2025
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 had filled fraud with citizens bank on my debit card because someone stole 525 on my account which ended up me having to pay for the overdraft fee which was ***************************************************************** that they would pay for the overdraft charges and the money they stole and when I talk to them today they said that they would only pay for the 525 dollars which I dont think its fairBusiness Response
Date: 04/24/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 04/29/2025
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.
it says that my debit card was used as payment and I never told anyone or gave anybody my debit card or my debit card information and I was at work when this happened
Initial Complaint
Date:04/09/2025
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 built and paid ******* for my home in 2003. In 2009 a loan officer of citizens bank paid off my loan with ********** and switched it to citizens bank without my consent. It was Preditory illegal thousands of dollars were added to the terms. I never agreed to like hazard and zoning Insurance $20,000. They did this so in an effort to take my home and steal my equity and that is exactly what they did now my kids and I are homeless I want compensation for the equity in my home and the pain and suffering it has caused me.Business Response
Date: 04/15/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************
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