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
- 1,658 total complaints in the last 3 years.
- 457 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:07/23/2025
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.
Bank charged me $175 in overdraft fees when bank was only $12 negative. Deposits to cover bank transactions are always delayed when deposited
Business Response
Date: 07/31/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 07/31/2025
[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:07/17/2025
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.
Dear ***********************. You need to send me a legalized letter of the amount to be paid off on that loan ON THE EQUIPMENT. I called you countless times to do that. **** stated they cannot send payoff letters. Ok! I stated I have a LEGAL right to get a payoff amount. On top of that, YOU placed a closed on that loan account. WHICH MEANS IT'S PAID OFF. But I still paying on that loan. SEE MYSCANNED DOCUMENTS. Why am I paying you if it's paid off. I ASKED WHY DOES IT STATE CLOSED ON THE ACCOUNT. You stated THAT the word closed is there because you no longer have a business relationship with ******. THAT HAS NOTHING TO DO WITH ME. WHY WAS THE WORD CLOSED PLACED ON MY ACCOUNT IF IT IS STILL OPEN. Vivint will not close their account with me UNTIL ************** is paid off. TODAY, I have my personal reasons why I want this letter. It has to be a legalized title head with ************** at the top with the amount that I owed of $1309.40. THIS LETTER NEEDS TO BE EMAILED IN A PDF FORM TO MY EMAIL. PLEASE DO SO. WHEN I FINALLY REQUESTED THAT LETTER, YOU STATED IT WILL TAKE 5 BUSINESS DAYS. WHY 5 DAYS? JUST SEND THE LETTER CORRECTLY. IN A TIMELY MANNER. Thank You!Business Response
Date: 07/21/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:07/16/2025
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.
Pursuant to 15 U.S. Code 1681b - Permissible Purposes of Consumer Reports, any information reported on my consumer report requires explicit written consent. At no time did I provide such consent, and reporting this information without my authorization is a clear act of fraud. Under 15 U.S. Code 1681a(2)(B) - Exclusions from a Consumer Report, any credit transaction that involves the use of a Social Security card is required to be excluded from a consumer credit report. This account violates that provision and should not be reported.Business Response
Date: 07/22/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:07/14/2025
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.
Recently, a Citizens Bank ATM gave me $300 instead of $200. It gave me an extra $100 and only charged me for $200 in my account. I filed a dispute to return that and fix the problem. Citizens bank did not call me or inform me of anything and decided to yank -$100 out of my bank account instead of allowing me to return the cash. Now, my bank account is in negative overdraft because I was nice enough to let the bank know they gave me too much money. So now I am quite literally paying for their mistakes and will have to pay overdraft fees while on Disability, because the bank decided to be robots and not humans to call me before hand, so I can find a way to put the money back in my bank account. Since I am disabled, I cannot easily do ******** actually punished me for telling you that you caused a problem.Business Response
Date: 07/25/2025
A detailed response has been communicated to Mr. ****** on July 24, 2025 by way of phone.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 07/28/2025
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.]
Rejection of this due to Citizens Bank Policy being run by robots and machines instead of actual humans you can speak to. As someone on SSI, I was unable to make it to the *** in a timely manner simply because Citizens Bank doesnt recognize anyone with disabilities. It is great that those fees would have been waived afterward, but prevention of the fees could have been done by simply calling me as a normal human would to let me know the results of the complaint. Instead, it was autocharged and you forced someone who cant walk or drive when ill to walk and drive while ill to get to the *** to fend off an auto charge that you should have just called me about to talk about first.
So my rejection will remain and the complaint will stay up. I was punished because Citizens Bank glitched at the *** and gave me more money than I asked for. As a nice person, instead of just taking that money, I told you about it and your response to this was to punish me for it and to allow the automatic policy nonsense to charge me fees...for your own mistake.
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,*******
Initial Complaint
Date:07/10/2025
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.
I am not liable for this debtBusiness Response
Date: 07/18/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:07/01/2025
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.
Citizens home equity loan department will not allow me to speak to a Leader to address my concerns.Customer Answer
Date: 07/11/2025
[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,
Wissam Al-mekhourInitial Complaint
Date:06/27/2025
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.
Citizens bank is continuously keeping my transactions on hold in order to hit with with overdraft fees! This has happened numerous times. They have a 5 overdraft limit so they will keep a charge thats over the 5th one on hold then release it to hit me with another over draft fees.Business Response
Date: 07/14/2025
Please see attached a copy of our response letter being provided for your files.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:06/26/2025
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 June 13, 2025, I attempted to deposit my payroll check via the Citizens mobile app. Immediately following this deposit, my online banking and mobile app access were restricted without any explanation or prior notice. For nearly two weeks, I was unable to access my account or manage my finances, despite repeated attempts to resolve the issue through customer service.During this period, I made multiple calls to Citizens Bank and escalated my concerns through various channels, including speaking with support representatives and contacting the Office of the Customer. I was told only that the availability of my check would be delayed until June 24, 2025, and that my online banking access would be restored within 35 business days. Despite these assurances, my account remained *************** a direct result of these restrictions, I incurred significant financial harm. Several credit card payments and other financial transactions were returned, resulting in at least $129 in returned payment and check fees from ********* ************** Discover, and *****************On June 26, 2025, after further escalation and involvement from ******** A. ****, Director of the Office of the Customer, I was informed that **************** would be closing my account. I was told that the bank is not required to provide an explanation for the closure, nor would they compensate me for the fees and inconvenience I incurred as a result of their actions.Throughout this process, I have:- Repeatedly contacted Citizens Bank customer service to seek explanations and request restoration of my account access, and reached out via social media channels - Escalated my complaint internally to the Office of the Customer, including direct communication with senior staff.- Provided documentation of the fees and financial harm I experienced as a result of the banks actions.- Requested compensation for the returned payment and check fees, as well as a written explanation for the delay and closure.Business Response
Date: 07/03/2025
A detailed response has been communicated to Mr. ********* on June 30, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Customer Answer
Date: 07/03/2025
The brief, one-sentence response provided by Citizens Financial Group is completely inaccurate.
On June 27, 2025, I received a phone call from Citizens Bank informing me that the bank was terminating its relationship with me and closing my checking account effective immediately.
When I asked for a reasonespecially since, just one day earlier, I had been told my concerns would be addressed and my online banking access restored after two weeks without access to my deposited payroll check or online bankingI was told that Citizens Bank was not legally obligated to provide any explanation and would not provide any reason for the account closure, the prolonged hold on my deposited check, or the restriction of my online banking access.
At no point did Citizens provide a detailed response to my actual complaint, either by phone or in writing. Instead, I was abruptly informed of the account closure without any transparency or resolution of the issues I raised.
I have attached the only official letter I received from Citizens regarding my checking account being restricted. This letter states that any fees resulting from the delayed funds availability would be refunded. To date, these fees have not been refunded.
I respectfully request that Citizens provide a written explanation for their actions, address the specific concerns I outlined in my original complaint, and ensure that all promised refunds are issued.
Sincerely,
****** *********Business Response
Date: 07/10/2025
Good Morning,
Citizens is not at liberty to disclose the reason why we elected to terminate a relationship. This is the same right afforded to the customer at account opening.
Thanks,
Office of the Customer
**********************Customer Answer
Date: 07/10/2025
To the Better Business Bureau,
Citizens Banks most recent response continues to evade the central issues of my complaint.
After weeks of silence, multiple escalations, a public ************* I authored that was viewed by over ****** people and widely reshared, and direct outreach to senior executives, I finally received a refund for the fees I incurred due to account restrictions and closure. This was not a proactive act of customer care, but a reluctant concession following sustained public and internal pressure.
It is especially concerning that my account was abruptly closed less than 24 hours after I escalated my complaint to the Office of the Customer. The timing strongly suggests the possibility of retribution for raising legitimate concerns.At no point has Citizens Bank provided any written explanation for:
- The sudden restriction of my account and payroll check,
- The two-week denial of access to my funds,
- Or the immediate account closure without warning or justification.Simply reiterating that the bank is not at liberty to disclose a reason is neither a resolution nor an acceptable standard of accountability.
Customers deserve clear explanations and transparency, not stonewalling or potential retaliation for seeking answers.
Citizens Bank should provide a substantive, written response addressing these outstanding issues.
Sincerely,
****** *********Initial Complaint
Date:06/26/2025
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.
My account is overdrawn. Which is my fault. I am waiting for refunds from a company that arent going in as fast as they said it would. However I received a $105 fee on 6/23. I called and explained the situation and they said they can only refund $35. More charges came in the next day and I received another $35. Then Citizens reversed two $100 charges from Venmo on 6/25. Then processed them again on 6/26 which will charge me another $75 in overdrafts fees on something that already came thru and reversed and processed again. I will have the account in good standing by 7/4 when my pay goes in. I will not however be able to do this if they keep reversing charging and allowing them to go thru and charge duplicate fees on those charges.Business Response
Date: 07/10/2025
A detailed response has been communicated to Ms. ******* on July 9, 2025 by telephone.
Sincerely,
Office of the Customer
**********************Initial Complaint
Date:06/24/2025
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.
Hi, Ive been trying to open one of Citizens Banks Citizens ************************* accounts online for over a week. The website keeps giving me an error, stating to try again after 24 hours and to them call them. Ive called a few times; a case was opened: ******. Ive been told to keep trying, using different browsers, different internet connections and no VPN over several telephone calls.I thought the issue might be that my credit is froze and I have a fraud alert out for identity theft that happened to me a year or so ago. But, this week I was told fraud cleared my application and that no issues were present- advising to try again. Im not sure what else to do, so Im hoping someone could call me to help sort it out. Im happy to unfreeze any credit reports and to send documentation of my identity.Customer Answer
Date: 07/05/2025
They reached out to discuss. Thanks
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