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

  856 Cromwell Ave Ste D Rocky Hill, CT 06067-3012

• 

  Citizens Bank

  834 Washington St Middletown, CT 06457-2912

• 

  Citizens Financial Group, Inc.

  194 Amity Rd Woodbridge, CT 06525-2239

• 

  Citizens Bank

  2584 Dixwell Ave Hamden, CT 06514-1811

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:05/25/2025

  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 was a victim of Fraud in Jan ******** *********** is supposed to receive the funds from Citizens by Reverse wire.I believe Citizens bank is now being fraudulent in that they are keeping the money against my will.

  Customer Answer

  Date: 06/05/2025

  [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:05/22/2025

  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.

  I deposited $40,000 into my checking account. They put it on hold then added an additional hold for $35,000 drawing my account negative. Their customer service **** are incompetent. Higher up will not return my calls for 4 days now. As things bounce all over town and other companies charge me fees.

  

  Business Response

  Date: 06/04/2025

  A detailed response has been communicated to Mr. ******* on May 28, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

  Customer Answer

  Date: 06/04/2025

  [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:05/21/2025

  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.

  **Complaint Against: Citizens Bank****Date of Incident: May 21, 2025**To Whom It May Concern,I am writing to file a formal complaint against Citizens Bank regarding an overdraft issue that resulted in unjust fees totaling /$140. And still counting.I manage my funds through Cash App and only use my Citizens Bank card after ensuring I have deposited enough money to cover any transaction. Every time I use my Citizens card, I make a deposit beforehand to prevent overdrafts. Despite this, Citizens Bank claimed that my account went negative and charged me multiple overdraft fees.I immediately called customer service. A representative acknowledged that the fees were a mistake and assured me the issue would be corrected by May 21st. However, as of today, no correction has been made, and my account remains further negative.There are recorded phone conversations with Citizens Bank confirming this acknowledgment of error. I also have screenshots proving my timely deposits before any transactions took place. Additionally, I noticed that no deposit was processed after 10 p.m. on the day in question, which contradicts the claim that a delay or missed deposit caused the overdraft.I am requesting that Citizens Bank immediately reverse the overdraft fees, correct my account balance, and provide a written explanation of how this issue occurred and what steps are being taken to prevent it in the future.

  

  Business Response

  Date: 06/04/2025

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

  Customer Answer

  Date: 06/04/2025

  [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:05/21/2025

  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.

  I closed a credit card on 3/26 with confirmation number **********. After they told me the account was closed they allowed other charges to go through as well as charged me late fees for the invalid purchase. When I called to speak to someone, I was told they would have someone call me back to resolve the issue.

  

  Business Response

  Date: 05/23/2025

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

• Initial Complaint

  Date:05/19/2025

  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.

  Within all of my payments with Citizens bank my bank statements and credit cards are very different from Aqua Finance and Portfolio *******************. One time I went to go get bank statements from two different citizens banks and both of the bank statements were different. In the year of *********, and 2021 is where the differences were made.

  

  Business Response

  Date: 05/27/2025

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

  Customer Answer

  Date: 05/28/2025

  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.
  
  
  All three

   

  Within all three of my credit reports with the business, Aqua Finance and Citizens bank statements they all don't match payments. Since June of 2019 all of my payments were automatically supposed to be taking out of my bank account. As you see in the images I provided if you look closely you can see how the months don't vary within each other.

  Regards,

  Charlotte

   

   

• Initial Complaint

  Date:05/14/2025

  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.

  On Jan. 10, 2025 at 7:39pm, I attempted to withdraw $290 from the *** at the Citizens Bank NA branch at ************************************************************The amount was in different denominations: $20 bills x 10 and $5 bills x 16.When I counted the amount, it was short by $20 ($5 bills x 4, the other denomination was correct).I filed a **************** Claim #********* and only received a credit of $15 (a subsequent claim for the $5, #C-3218004, was denied).This is especially curious, since the withdrawal was for an even amount ($290), but the credit was for an odd amount ($15).When I spoke in person to the manager at the branch, the matter was left unresolved.This is a formal request for Citizens Bank NA to credit my account the remaining balance of $5 (I have supporting documentation if requested).

  

  Business Response

  Date: 05/19/2025

  A detailed response has been communicated to Mr. ********** on May 19, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

• Initial Complaint

  Date:05/13/2025

  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.

  Bought a bike and financed it through Citizens Bank. The terms of the loan are zero interest for the first 12 months and then 29% after that. First, 29% is usury. That should be illegal. However, I have the means and intention to pay off the loan in the first 12 months. I have set up Autopay. I went to adjust the amount of Autopay so that it will be paid off in 12 months. However, that isn't an option on the website. The website doesn't allow an autopayment adjustment that allows the loan to be paid off during the interest free period. This is a Predatory Practice! I should be able to adjust the monthly autopay. It appears the company intentionally doesn't give that option so that people will end up paying an outrageous interest rate once the interest free period is over. This needs to be fixed. My next call is to my **************** to explain to them this predatory practice.

  

  Business Response

  Date: 05/19/2025

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

  Customer Answer

  Date: 05/22/2025

  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. 

  The response of the business did not address my complaint. My complaint was that they are using predatory lending practices by no allowing my to set up AutoPay to the amount of my choosing. They only allow a minimum amount which if followed would put me into the period where the remaining amount of the loan would then be charged a 29% interest rate. That is *****. They responded with the different options I had to pay the loan, but I was already aware of those options. And I will use those options to ensure the loan is paid off during the interest free period. However, I should not be made to jump through those hoops. This is a tactic being used to try to ensure people end up paying the 29% interest rate. It's unethical. The AutoPay feature should be adjustable so a client could change the amount to ensure payment (without monthly actions) could pay off the loan during the interest free period. If a person chooses to keep the Autopay amount the minimum that is their choice. Right now, the client isn't given a choice. The AutoPay feature should be made to allow adjustments to the monthly amount. 
  
  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,

  Jacob

   

   

• Initial Complaint

  Date:05/12/2025

  Type:Sales and Advertising 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 Review - Unacceptable 2024 Pre-Black Friday Campaign I am writing to express my profound disappointment with Citizens Bank's 2024 Pre-Black Friday campaign. The advertising for this campaign was not only misleading but also appeared to be deliberately designed to confuse consumers about their eligibility for the advertised benefits.The primary issue lies in the campaign's promotion of Get up to $500 with a new or existing personal Citizens Savings account. The advertising prominently featured Get $500 when you make one single deposit of $20,000 or more in new money to your personal citizens Savings account and maintain the savings balance through March 5. However, the terms and conditions, which were buried in item #4 ************ balance as of the end of the day prior to the qualifying single deposit plus qualifying single deposit ($10,000/$20,000) must be maintained through 3/5/2025; revealed that the highest benefits were only available to a very limited subset of customers who met extremely specific criteria. It misled customers to believe maintaining the balance of $10,000 or $20,000 (new monies) to be eligible for $250 or $500 bonus respectively. This use of tricky words and buried conditions is a classic example of bait-and-switch advertising. Citizens Bank lured in customers with the promise of exceptional benefits, only to reveal that the vast majority would not qualify for the higher tier of bonus. This is not only unethical but also damages the bank's reputation and erodes consumer trust.I urge Citizens Bank to take immediate action to:1. Compensate affected customers: Consider offering some form of compensation to customers who were misled by the advertising and opened accounts or applied for products based on false pretenses.2. Review advertising practices: Implement stricter internal controls to ensure that all future advertising is transparent, accurate, and not designed to deceive consumers.

  

  Business Response

  Date: 05/21/2025

  A detailed response has been communicated to Ms. ********** on May 21, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

  Customer Answer

  Date: 05/21/2025

  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. 

  The representative did not understand the core of the complaint. She kept talking and over talked when I tried to explain to her what was my complaint and why I was having bad experience with their advertisements.

  The representative did not ask if there was anything she could offer make things right or how to achieve customer satisfaction. Her concern was to make a phone call to customers that completed her job.

  The phone conversation did not resolve my complaint and definitely not to my satisfactory.

  [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,

  Fandy

   

   

• Initial Complaint

  Date:05/12/2025

  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.

  This past month I was experiencing a financial hardship and was unable to stop some bills from coming out of the checking account. The fees accrued to 980$ within a 30 day period. I want to resolve the balance but cant with all the fees. I reached out and they were unable to help. I was disconnected 3 times and told they couldnt escalate to a manager- trying to pay this but just need assistance with these high and somewhat punitive fees

  

  Business Response

  Date: 05/21/2025

  A detailed response has been communicated to Ms. ****** on May 20, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

• Initial Complaint

  Date:05/11/2025

  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.

  My name is ******* ******** and this complaint is for my mother as welll ******** ****** we need our Zelle access token or Zelle email and phone number to be unblocked and unrestricted or un deactivated and reactivated because I am at a new bank and trying to use it but I cant it say for emails and phone number this Emails 1 f*********************** ******************* email cant be used with ************ Mobile 1 (***) ******** ******9872This phone number cant be used with Zelle. Mobile 2 (***) ******** emails are *********************** and ************************** and phone number is ************ and ************ etc.

  

  Business Response

  Date: 05/15/2025

  A detailed response has been communicated to Mr. ******** on May 15, 2025 by telephone. 
  
  Sincerely,
  Office of the Customer
  **********************  

  Customer Answer

  Date: 05/15/2025

  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. 

  [I have contacted my new bank again and told them what yall say they told me its is on yall end so please unrestricted or unblock or unsuspend it etc or told me who restricted the numbers and emails have this further look into etc.]
  
  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,

  *******