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

  156 E Main St Clinton, CT 06413-2116

• 

  Citizens Bank

  221 Norwich New London Tpke Uncasville, CT 06382-2515

• 

  Citizens Bank

  83 Halls Rd Old Lyme, CT 06371-4409

• 

  Citizens Financial Group, Inc.

  209 Church St New Haven, CT 06510-1801

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: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:03/27/2025

  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:03/25/2025

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

• Initial Complaint

  Date:03/19/2025

  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.

  Over a month ago, I applied for a ***** loan with Citizens Bank - to then use that ***** to pay off the balance from an existing ***** with NavyFederal. Last week on 3/11/25 a day before our scheduled closing (3/12/25) Citizens reached out to me, stating they had reached out to NavyFederal twice for the Payoff Amount but still had not yet received itand said if I was not able to acquire it before Close of Business that day that I would have to reschedule. I then rushed to get it from NavyFed, and sent it over to Citizens before COB on 3/11, and then closed the next day on 3/12 (at the Citizens branch in ******, **).Earlier today (3/19/25), NavyFed called and left a voice message saying the Payoff amount they received from Citizens did not cover the full amount that was neededand as a result, the Payoff amount had changed and I now owed additional interest (of $296.54) since NavyFed did not receive the Loan Payoff from Citizens until today, approx. 1 week after I closed. After finding this out from ******* and paying off the remaining $296.54, I then contacted Citizens the same day/later that evening to have them credit the $296.54 considering it took them about a week to send the Payoff to NavyFed to allow more interest to accrue/a new Payoff amount to be generatedbut the Citizens customer service agent did not seem interested in helping out. She then put me on hold for ~45 mins as I asked to speak to a managerand then just ended up hanging up on me/disconnecting the ******* summarize, I would like Citizens to credit me back the $296.54 as they could have taken measures on their end by notifying NavyFed, sending the Payoff via Express mail, etc. to ensure I wouldve avoided to having to pay anything additional considering there was only one (1) day difference between me acquiring the Payoff Amount (from NavyFed) and closing the ***** loan with Citizens.

  

  Business Response

  Date: 04/08/2025

  Please note that we have fully addressed this matter directly with Mr. ******** on April 8, 2025  via email. 
  
  Sincerely,
  Office of the Customer
  **********************

• Initial Complaint

  Date:03/18/2025

  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.

  Last November 2024, I closed my "Island *********************" checking account with ********************** when I sold my business. When I went into the branch to close the account, there was no information provided to me that the account would disappear off my online profile. I received no email or notification that the account would no longer appear. When I went online to download my statements is when I realized that the closed out was taken offline. I called the customer service and put in a request to have the statements mailed to me (Request # ***-01-541100574). They mentioned that it would take 10 business days but I could go into a branch if I needed to have them after and have them emailed to me. I went into my local branch same day and they informed me that they could not perform such service so they went ahead and put in a request. They asked if I wanted to have them mailed to my personal address or the branch and I requested the branch. (Thinking it would go faster). I never received statements from either request. On March 6th, I put in another request (Request # ***-01-5465100006) - the *** on the line stated that they would expediate the request and it would take 3-5 business days. As of March 18th, I still have not received the statements. I called today again, they still hadn't processed the request. I spoke with a manager who said they would send an email to escalate this however, I have not received anything again. The ***s on the calls seem to wait to help but as soon as the call ends, the request seem to be disregarded entirely. Due to this delay, I am not able to complete my year end reconciliation. I have a standard audit that happens each year that was due by today that now I am negative for. If I do not get my statements soon I will not be able to file my taxes by the deadline either.

  

  Business Response

  Date: 04/01/2025

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

• Initial Complaint

  Date:03/13/2025

  Type:Billing 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 have a money market account with ****************. I have called three times, three months in a row, to close the account, and three times been assured that they successfully closed it at the end of the call. However, the account remains open, and every month accrues a $10 service charge, which I have called to dispute. They refund the charge but leave the account open. I would like to close the account and end the ongoing process of service charge / refund, and I will contact them a fourth time, but at this point I'm not sure what good it will do.

  Customer Answer

  Date: 03/24/2025

  [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:03/13/2025

  Type:Sales and Advertising 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.

  problem with security code and *******s wireless purchase i have been trying for almost three days to get a solution from either ******* wireless or citizens bank to the following serious issue:when i attempted to make a purchase transaction with my citizens bank debit card on the ******** website,the only option to successfully complete the transaction is sending a security code to my cell phone which i no longer have access to.there are no alternatives to receiving the security code like sending it to your email address or calling a landline number.this was a very poorly designed process.meanwhile,i have talked to staff members on both the *******s wireless and citizens bank side, and no one has given me a workable *********** has been almost three days now, and my potential purchase is still sitting in my ******* wireless bin,and i can not purchase it.unless someone comes up with a solution so i can purchase my *******s wireless product, they will lose my business, and i will miss out on a good purchase.

  

  Business Response

  Date: 03/10/2025

  First-Citizens Bank & Trust Company is unable to locate ******* ***** in our system.  Should the complaint be sent to Citizens Bank?  Thank you.

  Customer Answer

  Date: 03/10/2025

  when going to purchase a smartphone online in the ********* store,when I use my citizens

  bank debit card, it sends a security code to my cell phone,and I no longer have access

  to my cell phone...other companies have an alternative option of sending the code

  to your email or calling your landline phone. since I have no access to my cell phone,

  i can not access  the code and complete the transaction.... other people have also commented

  about this situation online.

  Customer Answer

  Date: 03/11/2025

  the product i am attempting to buy from ****************,a ******* galaxy A16 5G
  is in my ******* wireless shopping cart.... my ******* account# is ****************
  
  their address is:******* wireless internet operations
      one ******* way, *****************07920
               

  Customer Answer

  Date: 03/26/2025

  [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 to test the resolution to see if it resolves complaint #********.

  after successfully testing the resolution, I will then respond that you can close the complaint

  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:03/13/2025

  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 overdraft my bank account up to almost $5,000 I tried calling starting on the 8th of February to inquire what was going on with the overdrafts they told me I was I was never opt out I have my phone but my phone is not able to take a picture of it but they have a picture of it from the **** agency

  

  Business Response

  Date: 03/18/2025

  A detailed response has been communicated to Ms. **** on March 17, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

  Customer Answer

  Date: 03/24/2025

  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 complaint is an addition to the first complaint I had with citizens Bank I would like to start off with the *** **** lied on at least three occasions stating the dates that I had opt out of overdraft protection I never was out in I have submitted my paperwork she has given two different days one being January 21st the other being January 22nd that I was on the recorded line she needs to play that whole recording because she's leaving out why I was talking in the first place to representative it was due to replacement of debit cards it representative voluntarily told me I was opt in then I told her that was a mistake I was never opted iin I said if that's the case you need to opt me out first lie second lie she wrote a letter for my complaint with cfbp stating my debit card was unenrolled January 10th 2025 which date is it because none of it is correct I am also asking for documentation when I opened my one deposit checking account of the opt out regulation e that I signed at opening it seems like it all to be with my driver's license social security card important documents that you would need to open an account I also need her to provide a copy or something with my explicit consent that I have opt in to the program the other lie she told that she went over the transactions that I sent herself couldn't have once I got over the shock I went through it myself and found several transactions and they were two and three seconds apart seem suspect to me. She told me I had no other alternative if the merchant did not return the funds which is a lie I spoke with another employee who values his job following code of conduct of ethics which the *** could have provided this information of filing a merchant dispute because the fraud dispute could not be proven and she knew this being the professional she portrayed to be she could have suggested the correct way to go about this she also stated complaints are submitted to her ***. This lady need oversight quickly