CITIZENS FINANCIAL GROUP, INC.


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"Products" offered by CITIZENS FINANCIAL GROUP, INC. with at least one, but usually more complaints:

Bank account or service - (CD) Certificate of deposit
Bank account or service - Cashing a check without an account
Bank account or service - Checking account
Bank account or service - Other bank product/service
Bank account or service - Savings account
Checking or savings account -
Checking or savings account - CD (Certificate of Deposit)
Checking or savings account - Checking account
Checking or savings account - Other banking product or service
Checking or savings account - Savings account
Consumer Loan - Installment loan
Consumer Loan - Pawn loan
Consumer Loan - Personal line of credit
Consumer Loan - Title loan
Consumer Loan - Vehicle lease
Consumer Loan - Vehicle loan
Credit card -
Credit card - General-purpose credit card or charge card
Credit card - Store credit card
Credit card or prepaid card - General-purpose credit card or charge card
Credit card or prepaid card - General-purpose prepaid card
Credit card or prepaid card - Government benefit card
Credit card or prepaid card - Store credit card
Credit reporting -
Credit reporting or other personal consumer reports - Credit reporting
Credit reporting or other personal consumer reports - Other personal consumer report
Credit reporting, credit repair services, or other personal consumer reports - Credit repair services
Credit reporting, credit repair services, or other personal consumer reports - Credit reporting
Credit reporting, credit repair services, or other personal consumer reports - Other personal consumer report
Debt collection - Auto
Debt collection - Auto debt
Debt collection - Credit card
Debt collection - Credit card debt
Debt collection - Federal student loan
Debt collection - Federal student loan debt
Debt collection - I do not know
Debt collection - Mortgage
Debt collection - Mortgage debt
Debt collection - Non-federal student loan
Debt collection - Other (i.e. phone, health club, etc.)
Debt collection - Other debt
Debt collection - Payday loan debt
Debt collection - Private student loan debt
Debt or credit management - Debt settlement
Money transfer, virtual currency, or money service - Check cashing service
Money transfer, virtual currency, or money service - Debt settlement
Money transfer, virtual currency, or money service - Domestic (US) money transfer
Money transfer, virtual currency, or money service - Foreign currency exchange
Money transfer, virtual currency, or money service - International money transfer
Money transfer, virtual currency, or money service - Mobile or digital wallet
Money transfer, virtual currency, or money service - Money order
Money transfer, virtual currency, or money service - Money order, traveler's check or cashier's
Money transfer, virtual currency, or money service - Refund anticipation check
Money transfer, virtual currency, or money service - Traveler's check or cashier's check
Money transfer, virtual currency, or money service - Virtual currency
Money transfers - Domestic (US) money transfer
Money transfers - International money transfer
Mortgage - Conventional adjustable mortgage (ARM)
Mortgage - Conventional fixed mortgage
Mortgage - Conventional home mortgage
Mortgage - FHA mortgage
Mortgage - Home equity loan or line of credit
Mortgage - Home equity loan or line of credit (HELOC)
Mortgage - Other mortgage
Mortgage - Other type of mortgage
Mortgage - Reverse mortgage
Mortgage - Second mortgage
Mortgage - USDA mortgage
Mortgage - VA mortgage
Other financial service - Check cashing
Payday loan -
Payday loan, title loan, or personal loan -
Payday loan, title loan, or personal loan - Installment loan
Payday loan, title loan, or personal loan - Payday loan
Payday loan, title loan, or personal loan - Personal line of credit
Payday loan, title loan, or personal loan - Title loan
Payday loan, title loan, personal loan, or advance loan - Installment loan
Payday loan, title loan, personal loan, or advance loan - Other advances of future income
Payday loan, title loan, personal loan, or advance loan - Payday loan
Payday loan, title loan, personal loan, or advance loan - Personal line of credit
Payday loan, title loan, personal loan, or advance loan - Title loan
Prepaid card - General purpose card
Prepaid card - General-purpose prepaid card
Prepaid card - Gift or merchant card
Student loan - Federal student loan servicing
Student loan - Non-federal student loan
Student loan - Private student loan
Vehicle loan or lease - Lease
Vehicle loan or lease - Loan

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Complaint ID: 3420759

Date Received: 2019-10-29

Issue: Trouble during payment process

Subissue:

Consumer Complaint: I received an overdue school tax letter in the mail around the XXXX of XX/XX/2019 in the amount of {$1700.00}. I called the following Monday on the XXXX of XX/XX/2019 to the tax office myself, they informed me that Citizens One had not paid our school taxes and then I called Citizens one and they said they were paid on the XXXX of XX/XX/2019, by wiring to the tax office. I then called the tax office back same day and they said absolutely Citizens One had done no such thing as the tax office only takes mailed checks or in person payments. I again call Citizens One, then they say something totally different that they must have sent it to the wrong mailing address, when they already stated that it was wired electronically, they told me to give them a few days to straighten it out. I called back on the XXXX of XX/XX/2019 to make sure it was straighten out, it was not. Now Citizens One was claiming they sent the new check out but had it returned but to give them till the XXXX of XX/XX/2019 and everything would be straighten out. I gave them till XX/XX/2019 because of a death in my family. They still have not resolved them not paying my taxes, the man said because they're waiting till the good thru date and that the other person should have never told me that they would have fixed it by then. I asked why this was happening, he said " they're only human, let them do their job and their bank 'you know ' was just going to pay when they wanted to. '' I said I'd call back tomorrow and asked for a manger to call me back, the person fought not to give me their manger 's name and flat out lied about whom their manger was, at first they said they didn't know, that it was a lady but it just changed to another lady then the person said it was a man and that he works with a bunch of females so he was confused. This doesn't make me feel comfortable knowing they're in charge of my mortgage or taxes with it. Also this person said " don't waste my time calling about it. It will be done when it's done and they'd get back to me '' and not to cut him off in conversation. I'm still left with school property tax not paid and not sure if they're actually going to pay it and it's due next week on XX/XX/2019.

Company Response:

State: NY

Zip: 128XX

Submitted Via: Web

Date Sent: 2019-10-29

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3420480

Date Received: 2019-10-28

Issue: Trouble during payment process

Subissue:

Consumer Complaint: I purchased a 30-year fixed mortgage in XX/XX/XXXX from XXXX XXXX in XXXX, who sold it immediately to another company, which sold it to another company - Citizens One XXXX XXXX, which sold it to XXXX XXXX. Citizens One is still the company I make my mortgage payments to. In XX/XX/XXXX, I was due to renew my homeowners insurance, but because of a 50 % increase in premiums, I decided to go with another insurance company. The new company offered me a large discount to prepay the insurance, and I did so. I notified Citizens One immediately and told them I would no longer need to have my homeowners insurance escrowed. Citizens One had prepaid the former insurance company a couple of weeks earlier ( XX/XX/XXXX ), so I sent them a check for the amount they had paid, in order to eliminate the hazard escrow. I asked them to recalculate my monthly mortgage payment. Citizens One said my new mortgage payment would be {$800.00} ( a reduction from the {$940.00} I had been paying ). My XX/XX/XXXX mortgage statement did not reflect the new payment amount, so I went ahead and paid {$940.00} online. In addition, Citizens One wanted me to pay an additional {$140.00} to them, which they called a hazard escrow waiver. I paid that amount, but do not think I should have had to pay this amount. It's an egregious gouging fee that entirely unnecessary. On XX/XX/XXXX, I was going to pay my mortgage payment online, but they still had the old monthly payment due of {$940.00} and there was no way to pay the amount I actually owed - {$800.00}. So I sent them a check, which they cashed. In spite of the fact that they cashed my XXXX mortgage payment, they gave me no credit for it. Today I got a monthly mortgage statement for {$1900.00} for XXXX - including the old amount of {$950.00} for XXXX, {$950.00} for XXXX plus a late fee, in spite of the fact that I had paid my XXXX mortgage and they had cashed the check. I have no idea what they did with the cash from that check, but they did not apply it to my mortgage. ( A trip to XXXX, perhaps? ; 0 ) ) In addition, I'm getting collection calls from them now. I have NEVER in my life had a late mortgage payment. Citizens One Home Loans has offices all over the place - their hazard insurance office is in another state from their payment office, they have divisions in different states for different purposes, and it appears that none of them communicates with the others. I have called their customer service people three or four times since XX/XX/XXXX. I have a case number, but no one replies when I try to contact them. I just keep getting collection calls, even though I'm not late on any of my payments. The way I see it, they owe me {$140.00} for the amount I paid NOT to have a hazard insurance escrow account, and they owe me {$140.00} for the amount I overpaid in XXXX for my mortgage payment. In addition, they MUST credit my XXXX mortgage payment to my mortgage account. They MUST contact the credit reporting bureaus that I was not late in any of my payments. And they MUST fix my monthly mortgage statements to reflect the proper amount of {$800.00}, instead of the {$940.00} they are still billing me for. I also want their collection department to quit calling, bugging me for payments that are NOT due. Is there anything you can do to help? This irresponsible, malign behavior can not be legal, surely. I have always been a responsible homeowner and mortgagee and I am frustrated beyond words. I appreciate any help you can provide.

Company Response:

State: NE

Zip: 68134

Submitted Via: Web

Date Sent: 2019-10-29

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3419715

Date Received: 2019-10-28

Issue: Closing an account

Subissue: Company closed your account

Consumer Complaint: Citizens bank closed my checking account. Now I am receiving letters stating I owe money on a closed account. I was told it was closed so I am not sure why I would owe on a closed account. I was victim of identity theft in XX/XX/2019, and I am upset that the bank could not close an account without charging me fees. I spent a lot of time due to the id theft and I thought this was over. At this point, I want this matter resolved, no charges, or I am removing my money from this bank. I wanted this bank to help me and I have had nothing but trouble since the id theft.

Company Response:

State: NY

Zip: 14206

Submitted Via: Web

Date Sent: 2019-10-28

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3418723

Date Received: 2019-10-26

Issue: Problem when making payments

Subissue: You never received your bill or did not know a payment was due

Consumer Complaint: I was shocked when I reviewed my credit report and found late payment on the dates below : XX/XX/2018 for 30 days late? I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me, or the payment was not applied as fast as expected. I check my bank account and noticed that you deducted the money out of my checking account that on the month that you marked me late on my credit report.

Company Response:

State: MA

Zip: 02302

Submitted Via: Web

Date Sent: 2019-10-26

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3417965

Date Received: 2019-10-25

Issue: Problem with the payoff process at the end of the loan

Subissue:

Consumer Complaint: My citizen 's one XXXX loan is overpaid by {$130.00}. Both the online system and the representative on the phone ( called today, XX/XX/19 ) admit the overpayment and that these funds are due to me. However, they state that they are too busy and they have no idea when they will be refunding the overpayment. 30 days have already passed and no refund has been issued. The representative refused to tell me when the refund would be issued. The amount is not in question. The overpayment is not in question. The bank simply states they are too busy to process the refunds in a timely manner.

Company Response:

State: VA

Zip: 201XX

Submitted Via: Web

Date Sent: 2019-10-25

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3417503

Date Received: 2019-10-25

Issue: Attempts to collect debt not owed

Subissue: Debt was result of identity theft

Consumer Complaint: I had fraudulent activity on my account, resulting in debt of XXXX XXXX the bank is saying that I owe them XXXX $ because they cant reverse XXXX money transfers. I am a full time XXXX XXXX with no money to pay this back. Especially when it was fraud

Company Response:

State: NY

Zip: 14225

Submitted Via: Web

Date Sent: 2019-10-25

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3416681

Date Received: 2019-10-24

Issue: Managing an account

Subissue: Banking errors

Consumer Complaint: Payment for a paper check for {$100.00} was debited twice from my Citizens Bank account. The first debit on XX/XX/2019 was an electronic transaction with description : Preauthorized Debit # XXXX Check # XXXX XXXX XXXX The second ( the duplicate ) debit on XX/XX/XXXX was a traditional payment for the paper check with description " check XXXX '' and a full image of the check. Although both debit transactions were correctly coded with the check number, account number and amount, Citizens failed to detect the duplicate debit or flag it as suspicious. After I reported the problem, Citizens researched the issue and issued a credit about three weeks later. If this amount had been substantial and I was a person of more modest means, my cash cusion could have been wiped out and various fees assessed. Banks should not be permitted to place the burdon on their checking account customers to find and report erroneous duplicate debits when their systems could easily flag the suspicious transaction. Citizens failure to do this implies an intent to collect improper fees from customers who fail to identify the bank 's error.

Company Response:

State: PA

Zip: 19067

Submitted Via: Web

Date Sent: 2019-10-28

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3416489

Date Received: 2019-10-24

Issue: Written notification about debt

Subissue: Didn't receive enough information to verify debt

Consumer Complaint: I am complaining this due to inaccuracy. The late remarks varies from bureau to bureau. I cant afford to have a late remark on my credit report because I am aiming for a good standing.

Company Response:

State: MA

Zip: 02128

Submitted Via: Web

Date Sent: 2019-10-24

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3414544

Date Received: 2019-10-23

Issue: Managing an account

Subissue: Deposits and withdrawals

Consumer Complaint: The bank collected the funds on a check on XX/XX/XXXX but refuses to make the funds available until XX/XX/XXXX ( 4+ months ), way past any reasonable hold as defined in The Expedited Funds Availability Act ( Regulation CC ). The account is older than 30 days ; The account has never been overdrawn ; This is not a redeposited check ; The check is less than {$5000.00} ; Seems like a abusive way of profiting from a float.

Company Response:

State: NY

Zip: 11211

Submitted Via: Web

Date Sent: 2019-10-23

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 3413848

Date Received: 2019-10-22

Issue: Fraud or scam

Subissue:

Consumer Complaint: Between the dates of XX/XX/XXXX and XX/XX/XXXX, I became in contact with two people through an online shopping app called XXXX. I got in contact with them for attempting to purchase and XXXX at a much lower price then its retail. However once in contact with the people through this app, we mutually decide to try different payment options instead of through the app its self. On the first date which was XX/XX/XXXX I made contact with a female that was willing to sell the phone for {$350.00} dollars but requested that the money be sent through XXXX XXXX instead. As soon as I had sent the money my contact went ghost and no longer would contact me back with any details of my purchase. My first attempt was to request the same amount of money back from the same person yet they declined my request immediately and by then I knew I had been scammed. Next I got in contact with the XXXX XXXX customer service themselves and they attempted to help me by supposedly reporting the user I was in contact with but they told me that I need to get in contact with my bank. About two days later following that event to my own foolishness I attempted to purchase the same thing again with a different buyer. This time though was in a similar sense where the contact was willing to sell and got in contact with me via text message. They seemed more legit then the first person when discussing details like shipping information. They also sent pictures of themselves at the post office ( however no faces of the buyers themselves ). So to my belief I thought they were a legit seller however in that time I sent this different person {$400.00} dollars per their request. During communication they were insistent on me sending as soon as possible but I wanted to be sure that it wasnt fake so we discussed shipping information that post office would provide so they sent a screenshot of the information but had blackout parts of it the would be needed to track the package. They then told me they would send the full image once I sent the money, so I did. As soon as they got it they then proceeded to tell me that they believed they could get a much greater deal for the phone and then requested an additional {$300.00} dollars more but I refused since we had agreed on the initial {$400.00} being the set price. They then proceeded to continue to beg for more money and I continued to say no and than I asked for a refund on my money and they then refused to answer anymore. This second payment was sent through XXXX, through my own mobile banking app. My bank was Citizens Bank and I proceeded to get into contact with them about both cases listing everything I had said above. Then they proceeded to tell me to make a claim about the events and that it would be put under review, which I did. I waited about two weeks later for their response in the mail about the claim I had made and they refused to help in any way saying because I authorized these payments, that their wasnt anything they could do. I understand that it was my mistake on my part in sending the money for the two events but I find it frustrating that because I never receive anything for what I paid for, that the bank is unable to help in any way.

Company Response:

State: MA

Zip: 024XX

Submitted Via: Web

Date Sent: 2019-10-22

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Select another page to read more about how -real people- receive -real harm- from these banks, credit bureaus, and others.