Bank · complaint record
Citizens Bank complaints
Filed under CITIZENS FINANCIAL GROUP, INC.
Consumers have filed 18,538 complaints about Citizens Bank since 2011, 2,163 of them in the last 12 months (+10% on the year before). It answered 100% on time and closed 18% with relief for the customer - about the same as a typical bank. The most common problem is managing an account. It is the 12th most complained-about of 188 banks & credit unions this year.
Good response record. How it works
- Complaints on record
- 18,538
- Last 12 months
- 2,163
- Answered on time
- 100%
- Closed with relief
- 18%
- Last 30 days
- 135
- Rank
- #12 of 188
Since December 2011
+10% vs the year before
Industry: 99.3%
Typical bank: 19%
Newest: Nov 10, 2026
Most complained-about banks & credit unions
Citizens Bank complaints by month
The busiest month was January 2025 (221 complaints). Complaints in the last 12 months are about level, 0% on the year before. Complaints rise with a company's size and with news, so compare trends rather than totals.
How Citizens Bank answered last 12 months
- Closed with monetary relief37117.2%
- Closed with explanation1,74780.8%
- In progress452.1%
"Closed with explanation" means the company replied but gave no money back and changed nothing. What each answer means
- Answers on time45/45100% on time
- Relief for customers19/4017.5% closed with relief
- Complaint trend9/15+10% vs last year
What Citizens Bank complaints are about
Top Citizens Bank problems last 12 months
Inside "Managing an account"
- Deposits and withdrawals 1,343
- Problem using a debit or ATM card 677
- Banking errors 543
- Funds not handled or disbursed as instructed 465
- Problem accessing account 331
- Fee problem 257
Where Citizens Bank complaints come from
Most complaints: Pennsylvania (3,021), New York (2,669), Massachusetts (2,554), Ohio (1,014), Michigan (985).
Citizens Bank compared with other banks & credit unions
| # | Company | Score | 12 months | Grade |
|---|---|---|---|---|
| 1 | PNC BankBank accounts | 63 | 3,893 | C |
| 2 | SoFiBank accounts | 59 | 3,647 | C |
| 3 | USAABank accounts | 72 | 3,247 | B |
| 4 | Fifth Third BankBank accounts | 61 | 2,784 | C |
| 5 | Citizens BankBank accounts | 73 | 2,163 | B |
| 6 | Huntington BankBank accounts | 84 | 2,144 | A |
| 7 | BMO BankBank accounts | 86 | 1,356 | A |
| 8 | Regions BankBank accounts | 71 | 1,300 | B |
Compare side by side: Citizens Bank vs PNC Bank · Citizens Bank vs SoFi · Citizens Bank vs USAA · Citizens Bank vs Fifth Third Bank
What people say about Citizens Bank
All experiencesNo experiences with Citizens Bank yet. Yours would be the first on the record - and the one the next person reads.
Share yoursLatest Citizens Bank complaints
Full log| Received | About | Issue | Answer |
|---|---|---|---|
| Nov 10, 2026 | Bank accounts | Problem with a lender or other company charging your accountCan't stop withdrawals from your account | Explained |
| Nov 8, 2026 | Bank accounts | Managing an accountFee problem | Money back |
| Nov 7, 2026 | Credit reporting | Incorrect information on your reportAccount status incorrect | Explained |
| Nov 7, 2026 | Bank accounts | Managing an accountProblem using a debit or ATM card | Money back |
| Nov 6, 2026 | Bank accounts | Managing an accountProblem using a debit or ATM card | Explained |
| Nov 5, 2026 | Bank accounts | Managing an accountFee problem | Explained |
| Nov 5, 2026 | Bank accounts | Managing an accountProblem making or receiving payments | In progress |
| Nov 4, 2026 | Mortgages | Trouble during payment processFees charged | In progress |
| Nov 4, 2026 | Student loans | Struggling to repay your loanCan't get other flexible options for repaying your loan | In progress |
| Nov 4, 2026 | Mortgages | Applying for a mortgage or refinancing an existing mortgageApplication denials | Explained |
| Nov 4, 2026 | Bank accounts | Managing an accountDeposits and withdrawals | Explained |
| Nov 4, 2026 | Debt collection | Attempts to collect debt not owedDebt is not yours | Explained |
Questions about Citizens Bank
How many complaints does Citizens Bank have?
Citizens Bank has 18,538 complaints on record since December 2011, including 2,163 in the last 12 months and 135 in the last 30 days. That makes it number 71 of every company by complaints this year.
Does Citizens Bank respond to complaints?
Yes. Citizens Bank answered 100% of its complaints on time (within 15 days) and closed 18% with relief - money back or a fix; 17.5% ended with money back. The rest were mostly closed with an explanation only. Its Response Score is 73/100 (grade B).
What do people complain about most with Citizens Bank?
The most common problems are managing an account (4,086), incorrect information on your report (997), closing an account (769).
Is Citizens Bank legit?
Citizens Bank is a real company with a public complaint record: consumers have complained about it 18,538 times and it answers through the official complaint process. Whether it is right for you depends on the details - see is Citizens Bank legit? for the signals, red flags and how to protect yourself.
Are complaints about Citizens Bank going up or down?
Roughly level. There were 2,163 complaints in the last 12 months against 1,967 in the 12 before (+10%). See every month.
How do I file a complaint against Citizens Bank?
Complain to Citizens Bank in writing first and keep a copy. If it isn't fixed, file an official complaint with the federal consumer financial regulator - the company must answer, usually within 15 days. Our step-by-step guide: how to file a complaint against a company. Then share your experience here so others know.
Where do most Citizens Bank complaints come from?
Most come from Pennsylvania (3,021), New York (2,669), Massachusetts (2,554). Big states file more complaints, so the map shows complaints per 100,000 people.
Complaint records are public consumer complaints filed with U.S. regulators, checked (newest received Nov 15, 2026). Complaints are consumers' own accounts and are not verified; counts grow with a company's size. How the data works
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