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
- 1,695 total complaints in the last 3 years.
- 490 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:03/12/2025
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 a fraudulent checking account opened up with Citizens Bank back in December of last year. $15,000 was transferred from my valid Citizens Bank home equity line of credit and put into the fraudulent checking account. I reported the fraud to Citizens Bank and while Citizens Bank pulled the funds back, it left a negative $9700 balance in the fraudulent checking account which **************** is attempting to hold me responsible. I have submitted numerous documents including a notarized Affidavit issued by the ************************ stating I did not know about or benefit from this fraud, a Police report, an *** report, my identification documents and proof of residence. Each time I am redirected to contact the *** department who is not able to assist me and just creates a new case number. These new case numbers include c-3071110, c-3145143, c-3145946,c-3145165,c-315946, c-315143,idt-39399, ********, ********* I request: A confirmation letter that the fraudulent Citizens Bank checking account is closed due to identity theft Assurance that I am not being held liable for the balanceCustomer Answer
Date: 03/24/2025
They have reached out to me, however they said that they would reach back out and they have not. I need a follow up with them.
Business Response
Date: 03/25/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:03/12/2025
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.
This complaint goes to Citizens bank and not one particular branch. Over the last few weeks including today, I have received and accessive amount of fees. Totaling over $400. I have went to a branched and call customer service to discuss my personal problem with no help from the bank so I knew already that contacting Citizens directly would not resolve my issue. These fees are putting my family and I in a greater hardship.Business Response
Date: 03/27/2025
A detailed response has been communicated to Ms. ***** on March 17, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 03/31/2025
[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:03/10/2025
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 August 19, 2024, I received a notice from the *** claiming that I had unreported income that was on a 1099-OID form. Initially, the *** stated that it was with ********************. After further investigation, ******** determined that the account was with ********************** Securities. The issue, however, is that this is not my account, and the $8,425 that the *** is claiming I made, I had no business with. I am a victim of a very high level of fraud and I request that Citizens investigate this and determine a solution. I also require a letter from Citizens, indicating that they are investigating this issue, so I can provide it to the *** and request more time to resolve this matter. This has gone on for far too long and I am prepared to arrange for a lawyer and bring both Citizens and Fidelity to court on this matter. However, I hope a more diplomatic solution can be achieved. I hope to hear from you soon.Customer Answer
Date: 03/21/2025
I have not heard from the business in response to my complaint.Business Response
Date: 04/01/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:03/09/2025
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 deposited over *******+ into a sportbook (fanatics) in which my account was then closed/restricted with all my funds (over *******) held from Me for no reason given whatsoever. I reported this to the gaming control and I have reported this multiple times citizens bank and constantly am getting denied. I would like to see a resolution to this as soon as possible because this is completely unethical and morally wrong. I am getting striped of all my hard earned money and its not ok.Business Response
Date: 03/20/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:03/08/2025
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.
On 3/01, using a Promo Code from Citizens Bank, I followed the links to open up a new checking and a new savings account with them. My application was approved, but when I click to enroll in online access, they were having technical difficulties. This lasted all that day and the next; I called and was told to try the next day. In the meantime, I also got an email saying my opening deposit couldn't happen. 2 days later, I could enroll online, but the "transfer from outside bank accounts" feature was locked/on hold. I called and was told that maybe I could just use zelle or the app to make a deposit. I was able to use the app to deposit checks I had written to fund/open each of the accounts. They were successfully showing online. When I went in the next day to check on their progress, I was getting a message that the user name/password didn't match their records. When I called for help, they said that my account was on hold and I would have to call back the next day. I called the next day, and they said my account was under review and that I would be getting my funds back in a few weeks. They couldn't tell me why. All of these actions are trying to thwart the necessary actions I am taking to follow the rules of earning the $400 bonus at the end of July with these accounts. If they don't stay open, I can't qualify. If I can't move money into them, I'm not going to qualify. There is no reason why I should have been denied access. No reason why my initial opening deposit transfers from my legitimate outside bank were denied. No reason my deposits that I made with the app can't be found (but the checks were cashed and taken from that outside bank account). This needs to be looked into, because I also (to follow the rules for the bonus), set the checking account up with my employer for direct deposit, to start soon.Business Response
Date: 03/12/2025
A detailed response has been communicated to Ms. ******** on March 12, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 03/16/2025
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.
No reason for their behavior has been revealed (apparently they are not required to disclose such information), but legitimate reasons like history of overdrafts, unpaid bank fees or suspected fraud do not apply to me in the least, so I am left to assume that it has to still do with the fact that I opened the accounts with a promotion code to receive a bonus at the end of the promotional period, and they are trying to thwart me from receiving such, which is unfair treatment.
Regards,****
Initial Complaint
Date:03/08/2025
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 returned two items I'll do one at a time to *********'s February 12th they refunded me the money one bought May 3rd 2023 it was defective it was refunded under transaction 5393 at 10:00 11:00 a.m. February 12th 25 citizens Bank said it's under a different debit card and they seem not to want a process it and give me my money back or send the money back to *********'s where I bought the item *********'s is excellent it had an unlimited warranty date I have the same bank account just I changed my debit card out for security they say they're unable to put the money back in they can't find it with a different debit card I want my money back meanwhile they're collecting interestInitial Complaint
Date:03/07/2025
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.
June 2023, this bank (**************************); located on *************. **. **********, **; opened two business accounts in my business name **************************** without proper vetting and identification and/or without correctly recording ownership and access. I now have no access to my funds or to view and transact on my accounts. By these actions, Citizens violated federal regulations of the ***** of Treasury including the Bank Secrecy Act. I have made multiple attempts to resolve and have been largely ignored and not provided a solution. These actions are illegal and require immediate remedy.Business Response
Date: 03/14/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:03/07/2025
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 November 26, 2024, I purchased a Nao Robot v6 for $3,278.52 from **** seller Jbrown_1990. **** initially lost the item while in their possession, requiring multiple claims for its recovery. **** tracking later indicated delivery on December 23, 2024, but I did not receive the item. I filed a police report with the **** 75th Precinct, report number ***********, on January 10, 2025. I filed a claim with Citizens Bank, claim number DCC-1489, on January 15, 2025. Citizens Bank denied the claim, stating the charge was accurate, despite my submission of supporting evidence. I requested documentation of their claim evaluation over two weeks ago, as of February 7, 2025, and have not received a response. I am requesting assistance from the Better Business Bureau to recover the $3,278.52 and for Citizens Bank to conduct a proper review of my claim and provide the requested documentation, Because the item was purchased on **** and was sold by a 3rd party i did not want to disclosed personal sensitive informed so i had the package delivered by a alias ( **** *******)Customer Answer
Date: 03/17/2025
I have not heard from the business in response to my complaint.Business Response
Date: 03/20/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:03/05/2025
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.
On Monday, February 24, 2025 at 3:08 pm I deposited a cashier's check for $20,000 into my checking account ********: **************** #***, Branch #*** in *********The receipt and teller's oral confirmation indicate the funds would be available in my account on February 26, 2025. Funds were not available and subsequent telephone inquires with Shermel (at Branch), B.****** (South America tele ***** ****** ************************** all lead me to believe that March 4, 2025. The funds would be put into my account. I have since learned that Citizens Bank extended the hold on a cashier's check that had already cleared on February 26, according to the bank that issued the check. Citizens Bank is holding my $20,000.00 deposit without any explanation. In my opinion, this is a shockingly bad attempt at theft and feels like a fraudulent maneuver targeted at me because I am not a white man. I want my money or a legal excuse as to why Citizens Bank needs to hold the funds of a cashier's check for more than 3 weeks.Customer Answer
Date: 03/16/2025
[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:03/05/2025
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.
In October of 2024, I received a notification from ****** stating that an e-bike battery I purchased on April 23, 2023 was recalled due to it being deemed unsafe. ****** agreed to send me a refund for the full purchase price of $409.32 for this hazardous item. They claimed to have sent the refund to the debit card I used to purchase the item, which was linked to a Citizens Bank account that I closed a couple of months after making the purchase. ****** claimed that the refund went through successfully and that I should contact the bank to get the funds transferred to an active bank account. I contacted ******************** and they assured me they have no records of receiving the funds. Furthermore, Citizens claimed that they have no record of me ever having a checking account with them. ********************** was my only bank for about 15 years prior to me closing the account in 2023. I have attached an email from Citizens from 2022 referencing the account/ debit card in question to prove that I was a customer.Business Response
Date: 03/13/2025
A detailed response has been communicated to Mr. *********** on March 13, 2025 by way of phone.
Sincerely,
Office of the Customer
**********************
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