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 Financial

  4333 Belmont Avenue Youngstown, OH 44505

• 

  Citizens Financial Group

  315 E. Main Street Louisville, OH 44641

• 

  Citizens Financial Group

  1000 N Main St Canton, OH 44720-1922

• 

  Citizens Financial

  2233 E Pershing St Salem, OH 44460

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:04/01/2025

  Type:Product 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 have received my funds available yet of over ****** dollars. They told me last week 1 day. ****, the regional manager in the ****** area of ********** ************ is horrible. She has done nothing but abuse customers in her position. I was forced into retirement to get this money A.S.A.P. **** said she is holding it until April 7th. I am going to see if I can file charges because I should not be prisoner from my money.

  

  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
  **********************

• Initial Complaint

  Date:04/01/2025

  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.

  Today at 4:00 a.m. They repoed our car. We just made a payment last week and we were never notified by phone or email or mail that this was even going to happen. They even said that when we called them this morning that they never notified us and that it should have never been in repossession phase. And that because everybody else isn't paying their bills, they're repoing cars that shouldn't be repoed. They can't accept our late payment and then still repo our car without notification. And if one of their employees is saying what they did to us shouldn't have even happened and no notifying was sent and we paid, then we need our money back from the prepossession costs. Now are responsible for a repossession fee when our car should not have been repossessed at all. They accepted a late payment from us last week and still repossessed our car even after giving them the money. At this point I want the repossession fee back since we have given the bank money and worked with them to get up to date already. We also don't deserve to have a repossession on our record either since the bank accepted the late payment.

  

  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
  **********************

• Initial Complaint

  Date:03/28/2025

  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 live in ********. Last year, Citizens Bank was able to open my HELOC and my checking account completely online and I've been able to use the online banking without issue. Last week there was a flagged $0.00 card authorization from a Canadian ******* which was indeed fraudulent. My online banking was disabled and I had a new debit card issued, which I have received and activated. I still cannot access my $100,000 line of credit or the approximately $14,000 cash in my checking account. I've continued to get the runaround, and since Citizens has no branches in ******** (or even WI/IN) they have insisted there is no alternative but for me to travel two states away (**** or ********) to verify my identity in person at a branch.Citizens has no problem opening 6 figure accounts for individuals two states away, but cannot resolve online access for their clients?

  Customer Answer

  Date: 04/08/2025

  BBB email received that says I must respond, but only 2 options available; 1) the issue is resolved, or 2) the business has not responded.  Neither of these really apply.

  The business called me once last week for the representative to introduce himself, ask me what happened, and give me a case number.  I have not heard anything since and I am still without online access to my accounts.

   

   

  **** ******

  

  Business Response

  Date: 04/11/2025

  A detailed response has been communicated to Mr. ****** on April 10, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

  Customer Answer

  Date: 04/15/2025

  [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:03/28/2025

  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.

  Citizens bank and its archaic systems is a mess. I was attempting to make a purchase online but they have a ID verification through ********** that has the wrong phone number. I called them 5 times. First time the *** was just talking with people around her and never addressed me I had to call back again the second **** hung up on me. I called back again, this person decided to **** me off to fraud and during this process my card got frozen do to no request of mine or no suspicious charge. These people are not trained well and do not care. PLEASE set up proper training for ********** ID check. You auto enrolled me so you should be able to update my credentials. So now I cant make my original purchase or any purchase. I have to WALK to the bank because I hadnt filled up yet and now I cant get resolution over the phone I have to go to a physical bank. This has been a horrible experience. It just makes it that more frustrating because this was not my fault, but Im suffering majorly due to your systems and employees.

  

  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
  **********************

• Initial Complaint

  Date:03/27/2025

  Type:Product 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 just want to share with you my worst banking experience as a consumer at citizens bank , I received offer through the mail about a checking and savings accounts offer which it seemed to be good at the time , I went to the east Windsor branch and opened the account later after that I did my direct deposit to comply with the promo/offer . Shortly after that I decided to deposit 500$ as part of the promo and choose to use your ATM in ************** ** , the machine took my money counted and then returned back saying it cant be accepted but it only returned back 280$(short 220$) I went inside the branch immediately and asked they said nothing they can do and we have to file a dispute which I have no other option but to agree , a few weeks after that I noticed that my promo status on the checking account went from completed to non completed I called the 1800 number where they chocked me by saying my checking account is closed as I didnt have money in it for long , I tried to explain that their is a direct deposit comes every 2 weeks but I have to Zelle it out due to life expenses but they said that doesnt count and I should had left something in the account I told them I never heard of that and no one told me that at the time I opened the account but they said sorry , I tried to make complaint and escalated but the representative manager told me that you have no such a thing called escalation. At that time I decided to close my savings account and simply walk away but I got busy , 10 days after that while I was checking my online banking I noticed that they took back the credit for my disputed transaction 220$ . All of this situation happened between January and march of 2025 . Regard ****** ****** ************

  

  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
  **********************

• Initial Complaint

  Date:03/27/2025

  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.

  Citizens locked my card for potential Fraud. I called citizens and verified the transactions told them they were theres no fraud. They made me verify very intrusive questions, including why I was making a large transfer to my savings. After verifying all info I was told wait 30 minutes for the card to work. I waited two hours called back went through all the same things then told wait again. And nothing my wife had to borrow money to get my kids lunch and Im currently low on gas and cant do anything without my card. This is a HUGE lawsuit waiting to happen. Im also losing money in interest everyday my transfer to my savings doesnt go through. All they keep telling me to do is call and calling hasnt helped.

  

  Business Response

  Date: 04/03/2025

  A detailed response has been communicated to Mr. ****** on April 2, 2025 by way of phone. 
  
  Sincerely,
  Office of the Customer
  ********************** 

  Customer Answer

  Date: 04/04/2025

  [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:03/26/2025

  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.

  For at least 4 months I have been facing same issue with Citizens bank. The bank has been allowing reoccurring charges from a specific merchant no matter how many times I have changed my debit card. My claims have been denied as well. About two weeks ago, I thought it was finally resolved but as of 3/26/25 I can see two charges on my account pending each of $92.77 for the same merchant. At least three stop payments have been placed still not effective. Today I spoke to **** around 4:30pm central time who was not willing to listen nor provided me a supervisor when I requested one multiple times. He told me that I should know when I request for a supervisor, I only get a call back I have not heard that nonsense before. During security check, **** sent me a text in Spanish when I was speaking English to him. Citizens bank is one of the worst bank.

  

  Business Response

  Date: 03/27/2025

  Please see our response which was provided on March 20, 2025 addressing this concern.    

  Sincerely,
  Office of the Customer
  **********************

• Initial Complaint

  Date:03/26/2025

  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.

  I am writing to formally dispute the account referenced under account number ********* that appears on my credit report. This account was opened without my authorization and constitutes fraudulent activity. I have no recollection of applying for or consenting to any agreement with CITZENSPAY Under 15 USC 1692g (Validation of Debts), you are required to provide verification of the debt or a copy of the judgment if I notify you in writing within *************************************************** documentation proving that I consented to this account. Without a valid, legally binding agreement bearing my signature, there is no basis for this account to exist under my name.Since this account was established fraudulently, I request its immediate removal from my credit report and that any collection activity cease. If you cannot provide proper validation within 30 days, you are required to delete this account from my record and stop further collection efforts.Please confirm receipt of this letter and notify me of the next steps to resolve this matter.

  

  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:03/25/2025

  Type:Product 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.

  Citizens bank is probably the worst bank you could choose they love holding funds and charging u for transactions u paid for days ago everytime i refund they hold my refund for a extra 5 days annoying and terrible bank

  

  Business Response

  Date: 04/03/2025

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

• Initial Complaint

  Date:03/19/2025

  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.

  Check deposited for insurance claim through ***. PHFA officer reached out to Citizens provide documentation for the insurance check to complete endorsement process - citizens bank denied this to be completed. Citizens bank has moved the hold on the funds twice, the funds are on hold until May 16, 2025. *** submitted proof that citizens bank has withdrawn the money from **** bank account. It is currently with citizens bank and not in my account. Today, March 19th, 2025 citizens bank has taken $17,000 out of my account (PDF below) on top of taking AAAs money. Citizens is stating they will not issue the money back to *** and advise that *** needs to issue me a second check with just my name but AAA can NOT issue me another check since the money has already been taken from their account for this claim. Citizens bank has taken about $35,000 of money that does not belong to them in total. I called to speak with a supervisor who said he was going to look into this then hung up on me mid call.

  

  Business Response

  Date: 04/09/2025

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