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Citizens Bank of Massachusetts is a commercial lending business operating 9 commercial banking centers. Citizens Bank of Massachusetts is a subsidiary of Citizens Financial Group, Inc., a commercial bank holding company. Citizens is wholly owned by The Royal Bank of Scotland Group, PLC.
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This business is not BBB accredited.
Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that lowered the rating for Citizens Financial Group, Inc. include:
- 4 complaint(s) filed against business that were not resolved
- Business has failed to resolve underlying cause(s) of a pattern of complaints
- Government action(s) against the business
Factors that raised the rating for Citizens Financial Group, Inc. include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 709 complaint(s) filed against business
Customer Reviews are not used in the calculation of the BBB Rating.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||338|
|Total Closed Complaints||709|
Additional Complaint Information
According to BBB files this business has a pattern of complaints concerning an overall lack of customer service. Consumers state that the business does not communicate in a timely or effective manner regarding applications for car loans, mortgages, or refinancing. Requests for copies of statements or documents necessary to facilitate loans, or fulfill the needs of the consumer, are not processed in a timely manner, resulting in dissatisfied consumers. Consumers indicate that they want better customer service when applying for a car loan, mortgage or refinancing. Consumers state they want service that helps them navigate the complex requirements for such loans, rather than causing delays to the process. Consumers state that the business relays incorrect available funds information to consumers via phone and online, prompting consumers to utilize those available funds to make payments. This practice is resulting in insufficient funds fees to be charged to the account. Consumers state that the business processes the largest item first for debits, regardless of the sequence in which purchases are made. This results in multiple fees being charged to the consumer. Consumers indicate that they want refunds of all fees when an incorrect positive balance causes them to use funds that the bank later claims were not available. BBB sent a written notice to RBS Citizens on 4/2/15 identifying the potential pattern of complaint with a request for a business response. As of 5/14/15 business did respond to BBB however the business did not address the pattern of complaints or indicate any actions the business might be willing to take to reduce or eliminate the pattern.
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||76|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Federal Deposit Insurance Corporation (FDIC)
15 Braintree Hill Office Park, Braintree MA 02184-0172
Phone Number: (877-275-3342) or TDD: 800-925-4618 or 781-794-5500
The number is 57957.
Rhode Island Department of Business Regulation
1511 Pontiac Avenue , Cranston RI 02920
Phone Number: 401-462-9615 or (401) 462-9602
Fax Number: 401-462-9603 or (401) 462-9532
The number is 433960.
Type of Entity
Business ManagementMs. Lorissa Harris, Operations Analyst Mr. Bruce Van Saun, President
Number of Employees
BANKS FINANCIAL SERVICES LOANS HOME EQUITY LOANS COMMERCIAL LOANS MORTGAGE LENDER MORTGAGES-LENDER BANKING SERVICES BANKS-CO-OPERATIVE BANKS-SAVINGS Savings Institutions (NAICS: 522120)
Products & Services
Citizens Financial Group, Inc. offers the following product(s): Business Banking, Checking Accounts, Commercial Banking, Home Equity Lines of Credit, Home Equity Loans, Investing, Money Markets, Mortgages, Savings Accounts, Student Checking, Student Loans, Wealth Management
Alternate Business NamesCCO Mortgage Charter One Charter One Bank Citizens Citizens Bank Citizens Leasing Citizens One Mortgage RBS Citizens
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Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview