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Resources for Businesses

My Home Location

Columbus, OH, USA

My BBB

BBB of Central Ohio
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Business Profile

Bank

Citizens Financial Group, Inc.

Headquarters

BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

This profile includes complaints for Citizens Financial Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Citizens Financial Group, Inc. has 1146 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 1,679 total complaints in the last 3 years.
    • 475 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/08/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      We want our checking account to remain closed and instructed the bank to reject any/all attempted withdrawals . They mark our account as closed but have twice reopened it weeks later when very small ACH transactions were allowed to be paid, resulting in overdrafts.

      Customer Answer

      Date: 05/19/2025

      [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:05/06/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 not liable for this debt with Citizens Bank. I do not have a contract with Citizens Bank, they did not provide with the original contract as I requested.

      Business Response

      Date: 05/15/2025

      Please see attached a copy of our response letter being provided for your files.

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

    • Initial Complaint

      Date:05/01/2025

      Type:Order Issues
      Status:
      Answered
      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 not responsible for this CITIZENSONE debt. I have no contractual agreement with CITIZENSONE, and they have failed to provide the original contract as per my request.

      Business Response

      Date: 05/12/2025

      Please see attached a copy of our response letter being provided for your files.

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

    • Initial Complaint

      Date:04/30/2025

      Type:Order Issues
      Status:
      Answered
      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 account ends in 3038. I am attaching proof of 2 insufficient funds fee if $35 each totaling $70 charged on my account and I have been trying to get help but their customer service is ridiculously unhelpful. Spoke to a customer *** and a manager ******** and they just did not care how what I am saying to them makes sense and why I should not be charged 2 $35. I am attaching proof of this too, please review.1. Their banking is all off during the weekends and what I saw today was different than it was yesterday. 2. I made 2 cash deposits exactly to avoid the insf fees, yet they still debited.3. They are saying insf fees were charged because of the ******* $8.52 and bath and body **** $29.54. First of, the account shows positive when those 2 transactions took place. Check attachments. So there should be no INSF fees. Also their email form 4/29 shows a negative $27 and I was under the impression is until today at 10pm.4. Their banking yesterday shows no negative that is why I did not deposit cash, why would I not deposit if I already have done it in good faith to avoid NSF fees.5. Their customer service is unhelpful. I explained everything to them yet they dont care.I am requesting the $70 back refunded immediately. The info they are giving me is incorrect, my account was not negative for the ******* and bath and body works. Please refund me $70 and please make your service more human oriented as the way you have it it does not work. Payroll on the account is due today i needed help because I am the only person in the family working due to my husband having a work accident but even with that, you see I did deposits to cover fees. I have receipts. There should not be 2 $35 fees, this is taking food from my kids table!!!!!!Refund me the $70.This is going to the attorney general too! This is outrageous! You need to get your system better people should not have to wait until Tuesdays nd Wednesday to see a clear account history and what was processed.

      Business Response

      Date: 05/14/2025

      A detailed response has been communicated to Ms. ******* on May 14, 2025 by telephone. 

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

    • Initial Complaint

      Date:04/29/2025

      Type:Billing Issues
      Status:
      Answered
      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 is my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this matter. CITIZENSONE ACCOUNT no.: ****** DATE OPEN: 03/18/2017 BALANCE: $0.00

      Business Response

      Date: 04/30/2025

      Please see attached a copy of our response letter and enclosures that has been provided previously for your files.

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

    • Initial Complaint

      Date:04/29/2025

      Type:Customer Service Issues
      Status:
      Answered
      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've asked this company to stop sending me their advertisement/post cards to my mail box. I don't want your service now or ever. Cease and desist.

      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:04/29/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      It has took Vivint and ************ over 30days to investigate the hard inquiry that was placed on my credit 01/25/2024 PERMANENTLY REMOVED from my credit report . I have not received any validation letter from Vivint nor Citizen . I was not provided any signed contracts, itemized billing statements, or original creditor documentation. I never owed $2,114 nor $2,079 to Vivint nor did I authorized anyone to put anything inaccurate onto my credit report . Equipment promotions and discounts were not included either . According to the **** these unverified and unauthorized items must be removed.

      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:04/29/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Vivint used citizens pay to finance our equipment. When they did it they left out a lot of information and the equipment we have didnt even cost the amount of credit they said I qualified for but they used the whole amount on equipment. The equipment didnt work correctly when the tech installed it so they sent another door handle and told us we had to install it ourselves. Our service hasnt worked since we have had it so we have just been paying for nothing. We couldnt install the doorbell so we kept trying to get help from ******. They charged us almost $300 for the door handle that we returned back to them. We were supposed to get the money back when they received the door handle and we still havent received our money. So thats why I stopped making the payment. This has been since august of last year that our service hasnt worked not been working. After January came around I got fed up with them not giving us what we are paying for. Ive reached out to them multiple times and have screenshots of all conversations. Vivint and citizens pay are horrible companies and need to be looked into! My husband is a disabled retired veteran and I am disabled with 2 brain tumors and ******************. And they were told this and knew we couldnt install the equipment by ourselves. Shame on them. Wish we never signed up with them!!!!

      Business Response

      Date: 05/14/2025

      Please see attached a copy of our response letter being provided for your files.

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

    • Initial Complaint

      Date:04/26/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 received a settlement that I fought very hard for over 3 years to receive and I mobile deposit it into my citizens bank account March ********* I was told there be a hold for a week. When that week was up still no funds I was then told to wait another 2 weeks when that 2 weeks was up I was denied access to my funds again which was April 17th I then was told I have to wait an entire month may 30th to see if they will release my funds to me which that also isn't guaranteed. I have been treated very poorly since depositing this check into my account. I have been hung up on had very rude representatives and supervisors everyone is very unhelpful. They even let my bank account go into the overdraft which I am sure ill be responsible for. This was a very inconvenient and unprofessional experience I have never had to deal with anything like this cashing any check and I have received several settlements due to being discriminated against because of the color of my skin and my age. I have not been able to take care of myself my child or my responsibilities because they have a hold on my account I can't access any funds and I am flat broke can't even replace my vehicle I am livid that my life is being put on hold because a bank won't release my hard earned money to me.

      Business Response

      Date: 05/02/2025

      A detailed response has been communicated to Ms. ********* on May 2, 2025 by telephone. 

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

    • Initial Complaint

      Date:04/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Bank took 6 hours to assist me on phone and still refused to file ******** violation of title15 ***

      Business Response

      Date: 05/02/2025

      A detailed response has been communicated to Mr. ****** on May 1, 2025 by telephone. 

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

    Citizens Financial Group, Inc. is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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