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.
- 471 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:04/08/2025
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.
************ has let several fraud charges over $1000 and had the nerve to continue to charge me over draft fees. When reported they didnt even provide tempary credit which all my bills bounced. I reported to the fraud department who kept saying it was not fraud. Saying I had a similar charge before. Clearly people steal cards and log in online. They refused to close my account and take any deposit and still charge overdraft fees. They have allowed several fraud charges. No resolution but taking my money. I have complained to the bank so many times and I get the same oh Im sorry let me open a claim for the same thing to happen again. This bank has been a complete nightmare. Also when these charges were made the account had zero money in it and the bank still let the charges go through. They are the frauds!!
Business Response
Date: 04/24/2025
A detailed response has been communicated to Ms. ****** on April 16, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:04/07/2025
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.
My sister and I are beneficiaries of a relative's accounts at ****************. They use an outdated mailing address for me. My sisters mailing address is also incorrect, using my current address for her. We called the *** (retirement) department and local branches many times over the past few months to get this resolved. Every time, they say the updated the system and is now correct. But, the addresses remain unchanged.This is becoming a problem for us as I never get my intended mail, and it affects records kept at the ********************************** where we will need to file inheritance tax.Unfortunately, issuing a BBB complaint seems to be the next step in getting this resolved.Business Response
Date: 04/28/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 04/28/2025
[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. I have not received any correspondence from Citizens bank, since the resolution was made. So, I cannot confirm the address has been updated. I may open a new complaint if I do not receive tax forms for 2025 early next year.
Regards,
***** *****Initial Complaint
Date:04/04/2025
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 or about October 31st 2024 I received an email from Citizens bank regarding a promotion called the ************************ Day". In the email ( I've attached the email) it stated that if I deposited $10000 before November 15 , 2024 and kept the funds in that account till February *********, I would receive a $400 promotional bonus into my checking account by the end of the business day on March 31st 2025. On November 5th 2024 I went to the Citizens Bank *********** location on ******** and was assisted by a banker ( I believe her name was ****). She looked over the email and agreed this email was intended for me and my account. She assisted me in setting up a new savings account and that $10000 was deposited into that account. Fast forward to March 31st 2025 , I noticed i did not receive my promotional bonus $400 . I again went into the local ***********, ** branch and spoke with ***** ****** on April 1st 2025 . I explained the situation, and he did agree with me that i should have received the bonus. He sent an email to marketing and expected a resolution by April 3rd or 4th. I again went to that branch today ,April 4th at approx 145 p.m. and spoke to ***** again. He seemed perplexed as to why I haven't received the bonus yet and began a "chat" with Marketing. It has not been resolved yet and i believe Citizens Bank is attempting to defraud me. I would appreciate assistance in resolving this matter.Business Response
Date: 04/14/2025
A detailed response has been communicated to Mr. ******** on April 14, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 04/15/2025
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.
Although I did receive my bonus , I did not receive the bonus by end of the business day on march 31st ***************** the terms and conditions . It took a full 14 days after that date to receive my bonus. Citizens owes me interest for holding my money for the 14 days . And lastly , I dont believe a customer should have to reach out to the company in person on three separate occasions to resolve the issue . I believe they are withholding funds from hundreds if not thousands of customers in hopes the customers get frustrated and just close their accounts . I also wrote to the consumer financial protection bureau to file a complaint .
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: 05/01/2025
A detailed response has been communicated to Mr. ******** on April 29, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 05/05/2025
I called citizens bank back on Friday may 2nd and left a message . I have yet to hear back. I am still waiting for my compensation for withholding my bonus funds for that period of time .
Regards,*****
Initial Complaint
Date:04/04/2025
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 put 7k into the *** at citizens bank on 3/26/25 at around 4:32 pm ********************************************************* The atm Shut down during the transaction and ultimately turned back on, spit out our bank card and put the deposits on the machine out of order. We called the police Report number *********** We called the number listed on the atm *** terminal # ML6750 *** claim number Dcc-***** Then we called the number listed on the back of our debit card Claim number citizens debit card dcc-***** We were told to leave the atm and that the matter would be resolved in ***** hours The next morning the bank manager ***** ******** E902920 employee number told me he found 6600 of our money jammed in the machine. We have not seen a ***** of any of our money since. Our request to expedite was denied and all of our bills auto-payed out have been sent back with additional overdraft fees alone with fees for the bank not allowing payment. This has pit is on a tremendous financial hardship. Our rent is past due and we have nowhere else to turn to the money was counted. We have a picture of it before we putit into the *** and everything should be on camera from the ***. Please help us.Business Response
Date: 04/15/2025
A detailed response has been communicated to Ms. ****** on April 15, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:04/04/2025
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 have been a customer with **************** since 2006 specifically with their credit card. I signed up for this credit card to not get hit with international fees when using my card overseas. My family and I are going on a trip and I noticed I got charged international fees. I called the customer service line and they said they changed my benefits to my card on February 1st 2025. I asked why didn't you guys call or email or mail me this information? No answer. I was on the phone for 45 minutes and none of the departments talked with each other or tried to resolved the issue. How can you treat a customer so terrible? I don't even have an option to report this issue with anyone.Customer Answer
Date: 04/14/2025
I have not heard from the business in response to my complaint.Business Response
Date: 04/18/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 04/22/2025
[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:04/03/2025
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.
loan #********** I am having a very difficult time either finding alternate financing or getting Citizen's to refinance the remainder of my loan - I am totally & permanently disabled, living on my disability benefits and have found that I am unable to make the $400 per month payments. I have asked via email to have someone EMAIL me back because I am unable to speak over the phone due to my disability. I am asking for HELP here - I found out recently that Citizen's DOES NOT DO REFINANCES on their own loans and because of my current financial situation - I am unable to obtain a different lender. I am asking Citizen's to help me out here - take the remaining balance due - extend my loan dates, and help me lower my payment down to a manageable amount - I can manage $200 per month or less - I don't care how long the loan ends up doing, I just need SOME HELP HERE - surely, in today's political climate, someone in this department has the authorization to help me here - I TRULY HAVE NO WHERE ELSE TO TURN. I am 61, elderly, single, living in a mobile home, surviving on disability income, no living relatives and no wealthy friends I can ask for help - please respond via email only as I communicate much better via email than texts or phone calls.Business Response
Date: 04/15/2025
A detailed response has been communicated to Ms. ***** on April 10, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 04/16/2025
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,******
Their untimely responses have caused me great harm - I called them over 5 times during the time allotted to me from Citizens - no response. I DID get a response AFTER THEY repossessed my car - and was told I would have to wait to get the 'total amount' for 72 hours - with their claim of the car not being 'sold' until 21 days - the towing service contradicted that with 'you have 10 days' - of which those 10 days, 5 days are now over. I now at at day 8 - since I have no car - asking for a ride to a location that is over an hour away to get my stuff, well, unacceptable.
and as an afterthough - the towing company they used **** Recovery was not forthcoming either - I asked their tow guy - where is my car going ? no idea he said - then in an offhanded comment - do you want your stuff out of your car - since this was my first experience with repossession - I was not completely clear on the details - WHAT HE SHOULD HAVE SAID WAS - TAKE YOU PLATES (STILL ON THE CAR THERE) AND ANY NEEDED POSSESSIONS - LIKE MY CANE & SMALL WHEELCHAIR - BUT NO - I got one comment and he didn't offer or push me to do that because I was overwhelmed & again - first time.
So, I am not happy with citizens service - other that they keep saying 'wishing you well, good thoughts kinda stuff'Initial Complaint
Date:04/03/2025
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.
Ive been a customer for a long time and have had some serious financial issues while going through a separation/divorce. I called into my local branch to ask if any fees can be waived but they said no because of one waived in August 2024. Then I asked if theres any financial hardship option and they said no. Also, my car loan is with you and I called in to try and get a forbearance but they stated Im not able. Im a single mom of 3 young kids and would like to get some sort of resolution while Im in this bind. Thank you.Business Response
Date: 04/23/2025
A detailed response has been communicated to Ms. ******** on April 21, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:04/03/2025
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.
Jan, Feb march 2025 Car totaled DEC ******* acura ILX 2021 Car owner ***** ****** CITIZENS BANK WAS PAID BY ************************* ****** for totaled ****** gap insurance.Owe 3 payments totaling $1648.01 Spoke repeatedly to company about being in a medical facility.Cant pay until canceled WARANTEE money from Car dealership comes in about 6-8 weeks.After talking with 6-8 representatives on various dates from Feb to March, I was not told there was a date of 53 days in which to arrange for a 2 month extention. We are as of today 4/3/25 3 days past that unknown extention to pay the above 3 months. Since I am in a medical facility and still not working but on short term disability and **** I have no money coming in. 7 operators whose names and dates I have, never mentioned that to file this 2 month extention had a time limit. List of names of citizen's bank customer service ***** collections and other varied departments. Souktida sovannazongsa 2/28/25 ****** ********* 2/28/25 ******** ***** 3/18/25 Souktida sovannazongsa 3/26/25 **** **** 3/26/25 ******* **** 4/3/25 ******* ******* 4/325 Awaiting manager's call back **** ***** or ***** ****** 4/3/25 Company is denying extention, deferral of payment until May 31st, 2025 as we wait for the arrival of the canceled warrantee money on May 31st. I want nothing but the time extention until may 31st, 2025. All these company people had the opportunity to mention this time extention to me and did not.Business Response
Date: 04/18/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:04/02/2025
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 bank refuses to respond to my emails to assist with a credit card dispute. When I call to inquire why, they hang up on me. I have been a customer for over 40 years. This has recently been an ongoing problem. This is unacceptable.Customer Answer
Date: 04/14/2025
I have not heard from the business in response to my complaint.Business Response
Date: 04/25/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 04/28/2025
This has been an ongoing issue, and has been defined by a clear pattern over time.
The institution has not provided any information as to how they will ensure that these issues do not continue to occur in the future. I do not wish to continue wasting my time for each individual instance of these occurrences in the future. How will the institution ensure that these issues will not happen again?
The institution has also done nothing to address the horrible treatment that I have received during the course of trying to resolute these concerns. I have had to waste an excessive amount of time trying to resolute these concerns. I am constantly hung up on during the process. I am not provided with any assistance or even a single response via email. I have been a customer for around 40 years. A loyal customer should not be treated like garbage by their financial institution.
Over the past few years, I have submitted numerous complaints to the institution. I have not had any update, or any feedback whatsoever regarding even a single one of my complaints. I have had to waste an excessive amount of my time just to submit the complaints, only for nothing to be done. When I try to follow up on any of my complaints, I get hung up on and/or no response. The ONLY time I have received a response is when I have had to resort to filing a complaint with the BBB. What is the institutions plan to address these concerns?
Lastly, to add insult to injury, the BBB is not even sending me any updates to any of my concerns. The BBB states: "When there's an update BBB will immediately email you.". This is false. I STILL have not received any email update from the BBB for the latest response from the business.
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
**********************Customer Answer
Date: 05/06/2025
Hello,
Please address and respond to the concerns that have been included in the response provided by the BBB.
You have provided a vague, ambiguous response that does not address the concerns, nor does it provide any updated information regarding the concerns:
"While we cannot divulge the results of any internal investigation, please be assured that we have reviewed your recent interactions and taken any appropriate actions."
Please explain in detail the process of your "internal investigation".
What were the detailed results of your "internal investigation"?
What "appropriate actions" were done to address the concerns?
What "appropriate actions" will be done to address the concerns in the future?
What "appropriate actions" has Citizens actively taken to prevent the reoccurrence of these concerns?
What "appropriate actions" has Citizens actively taken to improve their processes regarding the concerns?
I have not been provided with the information that has previously been requested. I have not been provided with any response that addresses the above questions.Initial Complaint
Date:04/02/2025
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.
received email dated 10/29/2024 @11:05am stating open a saving between ***** and 11-6 and make one single deposit of either ***** or 10,000$ maintain balance until 2/12/2024 and receive bonus by 3/31/2025. account was open 11/4/2024 in person, it did not require a promo code. manager made a copy of the email i received requirements met, however have not received bonus. 4/2/2025 went to bank in person and spoke with someone on the help line. Both persons stated the email was incorrect and should say i will receive bonus by 4/30/2025.i would like ************ to honor their agreement as i did and deposit the 400$ bonus immediatelyBusiness Response
Date: 04/14/2025
A detailed response has been communicated to Ms. ******* on April 9, 2025 by telephone.
Sincerely,
Office of the Customer
**********************
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