Find a reputable business?

Complaints and Resolutions

Citizens Financial Group, Inc. complaints

Read Complaints File Complaint View Full Report

One Citizens Plaza
Providence, RI 02903 | Get Directions

(401) 456-7000

http://www.citizensbank.com

Lobby Hours at this location are Monday-Friday 8:30 am - 5 pm Closed Saturday and Sunday

File a complaint in less than 5 minutes!

Our complaint services are free and our team of expert mediators will assist in resolving complaints with businesses.

File Complaint

Total Amount in Dispute:
$219,656.00

Total Amount Settled:
$0.00

Complaint Experience

21%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to some complaints. However, most complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

29 complaints against Citizens Financial Group, Inc. closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
5	Agreed to make an adjustment
0	Refusing to make an adjustment
11	Refuse to adjust, relying on terms of agreement
13	Unanswered

29 complaints against Citizens Financial Group, Inc.

Sort by

6/12/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $10,000.00 Amount Settled: $0.00

Customer Complaint

5/12/2025

I can no longer log into the Citizensbank app as I used to. The app doesn't recognize my username or any password nor does it allow me to reset my username and/or password. I used to be able to log in and see my checking and savings balances: NO LONGER. I have uninstalled, reinstalled and restarted. Nothing I do matters. Resolution Sought I want a tracking number for the shipment of a replacement Checking/Savings Citizensbank ATM card.

Company Response

5/30/2025

Good afternoon, A detailed response has been mailed to Ms. Stensrud on May 30, 2025. Sincerely, Office of the Customer Citizens

3/26/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $3,000.00 Amount Settled: $0.00

Customer Complaint

2/26/2025

I deposited $3,000.00 cash into my citizens checking account through the ATM on 2/22/25 at 1:06pm. The deposit said it was successful, printed off a receipt and gave me my card. I waited until the atm machine reset before driving away but I noticed after I drive away that my balance on my receipt only said $99.55. Cash deposits are always instantly available. I checked my online banking and the money still wasn't there and not on hold or pending either. The bank wasn't opened so I filed a claim over the phone which they said could take 10days to resolve. I went into the branch on Monday morning and they counted the ATM and said the correct amount was in the ATM. They refused to credit my account until the investigation is over. I need my money immediately and without it will cause me hardship. They haven't even asked for my receipt as evidence. Resolution Sought I want them to return my money immediately, even if they have to credit my account until the investigation is over.

Company Response

3/13/2025

A detailed resolution letter has been mailed to Ms. Oliver on March 12, 2025. Sincerely, Office of the Customer Citizens

Load More Complaints

First Name:

Last Name:

Email Address:

Password:

Are you: Male Female

Profile