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  • Citizens Bank Corporate Office, Headquarters Address and Phone Numbers

Citizens Bank Corporate Office, Headquarters Address and Phone Numbers 

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Citizens Bank is headquartered at One Citizens Plaza in Providence, Rhode Island. This page provides the Citizens Bank corporate office address, headquarters and Customer Service phone numbers, current leadership, ownership and legal-entity information, fraud contacts, mortgage and loan support, complaint-escalation guidance, and answers to frequently searched headquarters questions.

Citizens Bank Corporate Office Address and Phone Numbers

Corporate phone clarification: 1-401-456-7000 is the Citizens corporate and headquarters telephone number. Customers should not expect this line to provide direct access to the CEO, Board of Directors, legal department, Human Resources, an individual executive, or a specific account decision-maker.

Routine banking, debit-card, fraud, mortgage, loan, credit-card, online-access, investment, and payment questions should be directed to the department responsible for the product.

Human Resources clarification: Citizens does not publish one general external HR telephone number for applicants, employees, or former employees. Job applicants should use the official careers portal. Current and former employees should use the internal HR, payroll, benefits, manager, or employee-support contact supplied by Citizens.

Citizens Bank corporate headquarters at One Citizens Plaza in Providence, Rhode Island
Citizens Financial Group and Citizens Bank are headquartered at One Citizens Plaza in Providence, Rhode Island.

Where Is Citizens Bank Headquarters?

Citizens Financial Group, Inc. and Citizens Bank, N.A. are headquartered at:

One Citizens Plaza
Providence, RI 02903
United States

The headquarters address is appropriate for general corporate references, Investor Relations, corporate-governance correspondence, certain legal matters, and high-level written complaints.

It should not automatically be used for deposits, loan payments, mortgage payments, credit-card payments, fraud documents, wire instructions, dispute forms, insurance checks, student-loan correspondence, investment documents, or time-sensitive legal notices.

Customers should use the address shown on the current statement, agreement, notice, payment coupon, claim instructions, or secure message when it differs from the headquarters address.

Citizens Bank Providence, Rhode Island Headquarters Address

The complete Citizens Bank Providence headquarters address is One Citizens Plaza, Providence, Rhode Island 02903.

The word “One” is part of the building’s official address. Some directories and searches may display it as “1 Citizens Plaza,” but both forms generally refer to the same Providence headquarters location.

Citizens also operates offices, branches, private-banking locations, commercial-banking centers, operations facilities, and specialized departments in other cities. Those locations do not replace One Citizens Plaza as the company’s corporate headquarters.

What Is the Citizens Bank Headquarters Phone Number?

The Citizens Bank corporate headquarters phone number is 1-401-456-7000.

This number is appropriate for general corporate routing and headquarters-related questions. It is not the recommended first number for:

  • Checking or savings account service
  • Debit-card problems
  • Suspected fraud
  • Online or mobile banking
  • Mortgage servicing
  • Auto loans
  • Student loans
  • Citizens Pay accounts
  • Credit-card billing
  • Investment accounts
  • Routine branch complaints

For ordinary consumer issues, call the appropriate department listed below or use the telephone number printed on the back of the card, current statement, account agreement, or official Citizens notice.

Citizens Bank Customer Service Phone Numbers

General Customer Service

  • Main Customer Service and General Routing: 1-800-922-9999
  • Hours: Monday–Friday, 7:00 a.m.–10:00 p.m. Eastern; Saturday–Sunday, 9:00 a.m.–6:00 p.m. Eastern
  • Spanish-Language Support: 1-888-398-7900

Checking, Savings, Money Market and CDs

Debit Card Support

Online and Mobile Banking

Business Banking

Citizens Credit Cards

Mortgage and Home Equity

Auto Loans

Citizens Pay

Investments and Retirement

Student Banking and Student Loans

Product contacts can change. The number on the account statement, card, loan notice, fraud alert, or other current Citizens document should take priority when it differs from a general online listing.

Citizens Bank Fraud and Dispute Support

Citizens publishes 1-800-974-2260 for its dedicated Fraud Customer Service Center.

If a debit-card transaction appears fraudulent, customers may also be able to begin the claim through the Citizens mobile app by selecting the transaction. The mobile app can display the status of certain debit- or ATM-card claims after submission.

Call Citizens promptly when:

  • A debit or credit card is lost or stolen
  • An unfamiliar debit, ATM, credit-card, check, ACH, or wire transaction appears
  • Someone changed account contact information
  • A new account or card was opened without permission
  • A Citizens login was exposed
  • A caller requested a password or one-time passcode
  • Money was sent after a bank-impersonation scam
  • A check was altered, stolen, or deposited by someone else
  • A customer responded to a suspicious email, text, or website

Customers should distinguish fraud from a merchant dispute.

  • Fraud: Nobody authorized on the account made or approved the transaction.
  • Merchant dispute: The customer recognizes the merchant but disagrees with the amount, quality, cancellation, delivery, return, or promised refund.

Choosing the correct category may help Citizens route and investigate the claim appropriately.

Citizens Bank Impersonation and One-Time-Code Warning

Scammers may spoof a Citizens telephone number so the call appears to come from the bank or its fraud department.

Citizens states that it will not call and ask a customer to provide confidential online-banking information such as a username, password, or one-time passcode.

  • Do not provide a password, PIN, or one-time verification code to an unexpected caller.
  • Do not transfer money because a caller says it must be moved to a safe account.
  • Do not send money through Zelle, a wire, cryptocurrency, a gift card, or a payment app to “protect” an account.
  • Do not call the number contained in a suspicious text or email.
  • Do not click a login link in an unexpected security alert.
  • Hang up and call the number on the card, statement, or official Citizens website.

Customers who disclosed account credentials or sent money after a suspicious contact should call Citizens immediately and take steps to secure the connected email account, telephone account, and affected financial accounts.

Who Owns Citizens Bank?

Citizens Financial Group, Inc. is the publicly traded parent company of Citizens Bank, N.A.

Citizens Financial Group is incorporated in Delaware and trades on the New York Stock Exchange under the stock symbol CFG.

Citizens Bank, N.A. is the national banking subsidiary that provides deposit accounts, credit cards, mortgages, home-equity products, consumer loans, business banking, and other banking services under the Citizens brand.

Citizens was once owned by the Royal Bank of Scotland Group. Citizens completed an initial public offering in 2014 and became fully independent from RBS in 2015. Citizens is no longer owned by RBS or NatWest Group.

Who Is the CEO of Citizens Bank?

Bruce Van Saun is Chairman and Chief Executive Officer of Citizens Financial Group, Inc.

He joined Citizens in 2013 and led the company through its public offering and separation from RBS.

Brendan Coughlin is President of Citizens. In July 2026, Citizens announced that his responsibilities had expanded to include oversight of Commercial Banking in addition to Consumer Banking, Private Bank, Wealth, Marketing, Enterprise Data and Analytics, and other enterprise functions.

Leadership roles can change. Investors, vendors, journalists, applicants, and other corporate correspondents should verify current titles through the official Citizens leadership page.

About Citizens Financial Group

Citizens traces its history to High Street Bank, founded in 1828. The organization later developed through Citizens Savings Bank, Citizens Trust Company, expansion throughout New England, and a series of banking acquisitions.

Citizens Financial Group reported $233.8 billion in assets as of June 30, 2026. It operates approximately 1,000 branches and approximately 3,000 ATMs across 14 states and the District of Columbia.

Citizens provides:

  • Checking and savings accounts
  • Money-market accounts and certificates of deposit
  • Credit and debit cards
  • Mortgages and refinancing
  • Home-equity loans and lines of credit
  • Student loans and refinancing
  • Auto and recreational-vehicle loans
  • Citizens Pay point-of-sale financing
  • Small-business banking
  • Commercial and corporate banking
  • Private banking and wealth management
  • Investment and retirement services
  • Treasury, capital-markets, and advisory services

Citizens Bank Versus Other Companies Named Citizens

This page concerns Citizens Financial Group, Inc. and Citizens Bank, N.A., headquartered in Providence, Rhode Island.

It does not concern:

  • Citizens Property Insurance Corporation in Florida
  • Citizens Bank & Trust community banks
  • The Citizens Bank in individual states
  • Citizens Business Bank
  • Citizens State Bank
  • Other unrelated banks or credit unions using “Citizens” in their names

Before calling, mailing a payment, or sharing account information, confirm that the logo, website domain, statement, routing number, and legal bank name match Citizens Bank, N.A.

Common Reasons People Contact Citizens Bank

  • Finding the Citizens Bank corporate office
  • Confirming the Providence headquarters address
  • Looking for the Citizens corporate phone number
  • Reporting suspected banking fraud
  • Disputing a debit- or credit-card transaction
  • Recovering access to Online or Mobile Banking
  • Resolving a frozen or restricted account
  • Questioning an identity-verification requirement
  • Reporting an ATM problem
  • Disputing a fee, payment, transfer, or deposit hold
  • Resolving a mortgage-servicing or escrow issue
  • Questioning mortgage credit reporting
  • Submitting an insurance-loss check for a mortgaged property
  • Correcting an auto-loan payment or title problem
  • Resolving a student-loan or Citizens Pay issue
  • Reporting a branch or employee complaint
  • Requesting written complaint escalation
  • Contacting Investor Relations or corporate leadership

How to Escalate a Citizens Bank Complaint

  1. Contact the correct department. Begin with Customer Service, the branch, the assigned mortgage or loan team, the fraud department, or the number printed on the current account document.
  2. Request a case or reference number. Record the date, time, department, representative’s name if provided, and promised response date.
  3. Ask for supervisory review. Request a supervisor, branch manager, fraud supervisor, mortgage-servicing manager, dispute team, account-research team, or other appropriate specialist.
  4. Use secure communication. Upload documents through the Citizens account, mobile app, secure message center, or another verified delivery route.
  5. State the requested resolution. Examples include correcting a transaction, restoring access, reversing a fee, applying a payment properly, correcting credit reporting, issuing a refund, or providing a written explanation.
  6. Keep a complete chronology. Save account statements, receipts, payment confirmations, screenshots, letters, dispute forms, claim records, tracking information, and previous reference numbers.
  7. Send a written complaint when necessary. Use the correspondence address supplied for the product or send a concise corporate complaint to One Citizens Plaza when no more specific address is provided.
  8. Protect regulatory and legal deadlines. Billing errors, unauthorized transfers, credit-report disputes, mortgage notices, collection matters, and lawsuits can have specific deadlines.

Do not mail original documents unless Citizens specifically requires them. Keep copies and use a trackable delivery method for important correspondence.

How to File an External Citizens Bank Complaint

Office of the Comptroller of the Currency

Citizens Bank, N.A. is a national bank. Customers with an unresolved complaint may use the Office of the Comptroller of the Currency’s HelpWithMyBank complaint process.

The OCC assists customers of national banks and federal savings associations. Its Customer Assistance Group can be reached at 1-800-613-6743, Monday–Friday from 7:00 a.m.–7:00 p.m. Central Time.

Review the OCC bank complaint process.

Consumer Financial Protection Bureau

The Consumer Financial Protection Bureau accepts complaints involving checking and savings accounts, credit cards, mortgages, student loans, vehicle loans, credit reporting, money transfers, debt collection, and other consumer financial products.

The CFPB can be reached at 1-855-411-2372.

Submit a complaint to the CFPB.

Customers should normally attempt to resolve the problem with Citizens first and include the Citizens case number, product type, relevant dates, previous responses, and requested resolution in any regulatory complaint.

Citizens Mortgage Complaints

Mortgage complaints may involve payment application, escrow, insurance-loss checks, credit reporting, bankruptcy coding, account ownership, loan modification, payoff amounts, foreclosure notices, document processing, or difficulty contacting the assigned department.

For an existing Citizens mortgage, call 1-800-234-6002.

When escalating a mortgage issue:

  • Identify the exact mortgage account securely.
  • Prepare a month-by-month payment history.
  • Keep bank statements and payment confirmations.
  • Save escrow analyses, insurance records, and tax documents.
  • Request the transaction history and explanation in writing.
  • Dispute inaccurate credit reporting separately when necessary.
  • Use the address designated for qualified written requests or notices of error when applicable.
  • Do not assume that One Citizens Plaza is the correct address for a formal mortgage-servicing notice.

Mortgage disputes can involve federal or state deadlines. Customers facing foreclosure, a significant credit-reporting problem, or a disputed legal notice may wish to obtain qualified housing or legal assistance promptly.

Citizens Insurance-Claim Check Problems

When an insurance claim involves property securing a mortgage, the insurer may issue a check jointly to the homeowner and mortgage servicer.

Before submitting the check:

  • Confirm the correct mortgage account.
  • Follow Citizens’ current insurance-claim instructions.
  • Copy the front and back of the check before mailing it.
  • Use the correct overnight or regular-mail address.
  • Keep tracking and delivery confirmation.
  • Ask how inspections and repair disbursements will be handled.
  • Request written confirmation that the check was applied to the correct loan.

If a check was applied to the wrong mortgage or cannot be located, request immediate account research, a case number, supervisory review, and written confirmation of the correction.

Citizens Account Access for Customers Outside the United States

Customers living or traveling outside the United States may encounter additional identity-verification, telephone, text-message, or document requirements.

Before traveling or relocating:

  • Update the mailing address and telephone number through an official Citizens channel.
  • Confirm whether the registered mobile number can receive security codes abroad.
  • Ask what alternative verification methods are available.
  • Keep the international contact information printed on the card.
  • Use secure messaging when telephone access is unreliable.
  • Avoid sending identity documents to an unverified fax number or email address.

If the standard authentication method is unavailable, ask the representative to identify the approved alternative verification process and the secure method for submitting any required documents.

Citizens Reviews and Complaints

The current visible reviews on CorporateOfficeHeadquarters.com describe several individual experiences:

  • Overseas Account Access: A customer living outside the United States described difficulty responding to a fraud alert and completing identity verification without a U.S. mobile telephone number.
  • Mortgage Underwriting: A mortgage applicant described document requests they considered intrusive or excessive.
  • Mortgage Servicing and Credit Reporting: A borrower alleged incorrect payment and credit-reporting records, difficulty obtaining acknowledgment of submitted documents, and ineffective escalation.
  • Insurance Claim Check: A customer alleged that an insurance check was applied to the wrong mortgage.
  • Branch ATM: A long-term customer reported frustration with a broken ATM that did not display an out-of-order notice.

These reviews are individual, unverified accounts. They do not establish that every Citizens customer, branch, mortgage, loan, fraud investigation, underwriting decision, or support interaction will have the same outcome.

When leaving a Citizens review, consider including:

  • The general product involved
  • The state or branch location when relevant
  • The approximate dates
  • The department contacted
  • Whether a case number was provided
  • Whether a supervisor reviewed the issue
  • The resolution requested
  • Whether Citizens ultimately resolved the complaint

Privacy Warning for Citizens Bank Reviews

Bank complaints can involve extremely sensitive financial, identity, property, credit, employment, and legal information.

Do not post:

  • A complete or partial bank account number
  • A debit- or credit-card number
  • A mortgage, auto-loan, student-loan, or Citizens Pay account number
  • A Social Security or government-identification number
  • An online-banking username or password
  • A PIN or one-time verification code
  • A routing and account-number combination
  • A home address, private email address, or personal phone number
  • Exact account balances or detailed personal assets
  • Unredacted bank statements, tax records, mortgage papers, insurance documents, or credit reports
  • Private information about a Citizens employee or another customer

Describe the issue without publishing information that could be used for identity theft, account takeover, impersonation, fraud, harassment, or unauthorized financial activity.

Citizens Bank Competitors and Related Corporate Offices

Citizens competes with national banks, regional banks, online banks, credit unions, mortgage lenders, student-loan companies, wealth-management firms, and financial-technology platforms.

Other competitors include PNC, TD Bank, M&T Bank, KeyBank, Santander, Fifth Third Bank, Regions Bank, Ally, SoFi, local community banks, and credit unions.

Frequently Asked Questions About Citizens Bank Headquarters

Where is Citizens Bank headquarters?

Citizens Bank is headquartered at One Citizens Plaza, Providence, RI 02903.

What is the Citizens Bank corporate address?

The Citizens Bank corporate address is One Citizens Plaza, Providence, Rhode Island 02903.

What is the Citizens Bank headquarters phone number?

The Citizens Bank headquarters phone number is 1-401-456-7000.

What is the Citizens Bank corporate office phone number?

The corporate-office number is 1-401-456-7000. Routine account questions should normally be directed to Customer Service or the product-specific department.

Is the Citizens Bank headquarters in Providence?

Yes. Citizens Financial Group and Citizens Bank, N.A. are headquartered at One Citizens Plaza in Providence, Rhode Island.

Is the address One Citizens Plaza or 1 Citizens Plaza?

The company publishes the address as One Citizens Plaza. Online maps and directories may also display it numerically as 1 Citizens Plaza.

What is the main Citizens Bank Customer Service number?

The general Customer Service and routing number is 1-800-922-9999.

What is the Citizens Bank fraud phone number?

The Citizens Fraud Customer Service Center can be reached at 1-800-974-2260.

What is the Citizens debit-card phone number?

Citizens debit-card support is available at 1-888-861-5700.

What is the Citizens Online Banking phone number?

Personal Online Banking support is available at 1-800-656-6561.

What is the Citizens mortgage phone number?

For an existing Citizens mortgage, call 1-800-234-6002. For a new mortgage or refinance, call 1-888-333-1148.

What is the Citizens auto-loan phone number?

Citizens auto-loan servicing can be reached at 1-800-708-6680.

What is the Citizens student-loan phone number?

Citizens Student Borrowing can be reached at 1-888-411-0266.

Who owns Citizens Bank?

Citizens Bank, N.A. is owned by Citizens Financial Group, Inc., an independent public company traded on the New York Stock Exchange under the symbol CFG.

Is Citizens Bank owned by RBS?

No. Citizens completed its separation from the Royal Bank of Scotland in 2015 and is now an independent public company.

Who is the CEO of Citizens Bank?

Bruce Van Saun is Chairman and Chief Executive Officer of Citizens Financial Group, Inc.

Who is the president of Citizens Bank?

Brendan Coughlin is President of Citizens.

What is the Citizens Bank HR phone number?

Citizens does not publish one general public HR phone number. Applicants should use the careers website, while employees and former employees should use internal HR or benefits resources.

How do I file a complaint against Citizens Bank?

Contact the responsible Citizens department, request a case number and supervisory review, and preserve all supporting records. Unresolved complaints may be submitted to the OCC through HelpWithMyBank or to the CFPB when the product is within its complaint jurisdiction.

Can I mail a complaint to Citizens headquarters?

General corporate correspondence may be mailed to One Citizens Plaza, Providence, RI 02903. Use a product-specific address when Citizens provides one, particularly for payments, disputes, mortgages, fraud documents, or formal legal notices.

Should I mail a payment to One Citizens Plaza?

No, not unless Citizens specifically instructs you to do so. Use the payment address shown on the current statement or payment coupon.

Is Citizens Bank the same as Citizens Property Insurance?

No. Citizens Bank is a financial institution headquartered in Rhode Island. Citizens Property Insurance Corporation is a separate Florida property insurer.

Why Trust CorporateOfficeHeadquarters.com?

CorporateOfficeHeadquarters.com provides corporate addresses, headquarters phone numbers, ownership and leadership information, complaint guidance, related-company resources, and a public forum for consumer reviews.

Banking addresses, phone numbers, support hours, executives, loan servicers, payment instructions, fraud procedures, regulatory routes, and legal entities can change. Readers should verify account-specific instructions through Citizens, the current account documents, the appropriate regulator, or another responsible official source before acting.

Page Update Note

This Citizens Bank corporate-office page was updated on July 23, 2026 to verify the One Citizens Plaza headquarters and corporate phone number, clarify the relationship between Citizens Financial Group and Citizens Bank, N.A., confirm Bruce Van Saun and Brendan Coughlin’s leadership, update the current company size and footprint, replace outdated debit-card and online-banking numbers, add the dedicated Fraud Customer Service Center, correct the Citizens Securities telephone link, expand mortgage and loan contacts, address QueryHunter searches for the corporate office and Providence address, add OCC and CFPB complaint guidance, summarize and clean up visible review themes, preserve the existing headquarters image, add fraud and privacy warnings, and update competitor links.

Disclaimer

CorporateOfficeHeadquarters.com is not affiliated with, endorsed by, or sponsored by Citizens Financial Group, Inc., Citizens Bank, N.A., Citizens Securities, Citizens Private Wealth, Citizens Pay, the Office of the Comptroller of the Currency, the Consumer Financial Protection Bureau, any Citizens branch, employee, executive, regulator, payment network, loan servicer, or related company.

This page is provided for informational, corporate-contact, complaint, and review purposes only. It does not provide legal, financial, investment, mortgage, credit, banking, tax, fraud-recovery, or regulatory advice. Addresses, telephone numbers, executives, support hours, products, servicing arrangements, dispute procedures, payment instructions, and regulatory routes may change. Verify important information through the appropriate official source.

Share Your Citizens Bank Experience

Have you contacted Citizens Bank about its corporate office, a branch, checking or savings account, debit card, suspected fraud, Online Banking, mortgage, home-equity account, auto loan, student loan, Citizens Pay account, investment service, ATM, payment, credit reporting, insurance check, or unresolved complaint? Share your first-hand experience below and explain which department or support route you used and whether the concern was resolved.

Privacy warning: Do not post your account number, card number, mortgage or loan number, Social Security number, government-identification number, online-banking username, password, PIN, verification code, routing and account information, exact account balances, home address, personal phone number, private email address, unredacted statement, credit report, mortgage document, insurance record, tax document, or other sensitive personal or financial information in a public review.

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Citizens Bank Disappointing Overseas Client Experience

March 20, 2025

Citizens Bank, Second-Class Treatment of Overseas Clients. For background, I am a U.S. citizen, a former HSBC client who was brought into your bank when you acquired HSBC, and I am a permanent resident abroad. Recently, Citizens Bank’s department sent me an email listing several charges, requesting that I confirm whether they were legitimate or not. Since the charges were a mix of both, I decided to call for assistance. The email provided two phone numbers. One number disconnected immediately every time I tried calling from my U.S. phone number. The other led to an automated system with options that did not address my situation. Unable to resolve the issue through those numbers, I contacted a representative through your customer care department. She informed me that my card was frozen, and she could not proceed or even log my input regarding the charges until it was unfrozen. I had already provided my card number, the last four digits of my Social Security number, and additional identifying information. Despite this, I was told that the only way to unfreeze my card was to receive a numeric code via text message sent to a U.S. cellular phone number. However, as a resident abroad, I do not have a U.S. cellular phone, only a local phone registered in my country of residence. I was informed that Citizens Bank’s system only sends text messages to U.S.-based numbers. This experience highlights a fundamental issue. Unlike Citizens Bank, HSBC was a global institution with branches in numerous countries, providing seamless services for international customers. Citizens Bank, having inherited those international clients, should recognize the need to offer equitable service to those living abroad. After repeated insistence, the representative mentioned an alternative method: submitting a fax with copies of utility bills bearing my name and the address you have on file. Unfortunately, not all countries operate like the United States. In my case, some utility companies do not issue physical bills; instead, I inquire about the balance and pay in person. Additionally, identification methods in many countries differ, such as using a cédula (a government-issued identification card) instead of relying solely on utility bills. Only my water bill contains the address you have on file. The requirement to send a fax is another outdated practice. In a digital age, relying on a technology nearing obsolescence creates unnecessary barriers for customers. I urge you to reconsider and improve the following aspects of your services: Ensure all listed customer service phone numbers function properly and reliably. Expand text message authentication to include international phone numbers. Provide alternative verification methods for overseas clients beyond utility bills. Modernize communication channels and reduce reliance on fax machines. Citizens Bank has a responsibility to treat all customers with fairness and respect, regardless of where they reside. Implementing these changes would significantly enhance the experience for your international clients. Thank you for your attention to this matter.

T R J D A

Citizens Bank Disappointing Underwriting Approach

March 5, 2025

Citizens Bank, Instrusive mortage loan underwriting approach. Mortgage Loan underwriters are the gate keeper to keep up the quality of mortgages so they can resold to secondary markets. I am a mortgage loan applicant and I was required to answer some questions from underwriter. I was a former banker, auditor, government financial auditor and a CPA. I had to answer questions like the source of funds to payoff a car loan a year ago while i ready received title of the car. I was asked to prove I have no mortgage on my existing property while the no mortgage outstanding. I have to prove that line of credit had $0 balance while the Bank of America issue the line of credit already closed. I was asked to prove I have cash available to close property while I have investment account over $82,000 in investment account. I Was ask to provide detials for funds transfer to Golman sachs for opening saving accounts, purchasing CD. I have a bank account constantly with balance of over $15,000 and yet I am asked to provide details of transactions. I am financial strong and sufficient investments at various bank. It appeared the underwriter wanted to have perfect underwriting file by asking and demanding documents that, I think is intrusive and unreasonable. No every one has the knowledge and training I have and not many have the financial resources I got. I asked the person to pause the loan process. Other mortgage loan applicants will most likely be bully to comply those craze questions. I am sorry for them and for the Bank employs such underwriting practices. Maybe the person I encountered did not have profession training, or having bad attitude that he can bully or ill treat potential loan applicants.

S C

Citizens Bank Frustrating Mortgage Issues

February 6, 2025

Citizens Bank Mortgage Servicing. For the past five years, Citizens Bank’s mortgage servicing department has destroyed my credit and reputation with false reporting. They falsely claimed my loan was in bankruptcy, reported 17 missed payments that never happened, and misled the VA by saying I missed 14 payments. Despite my efforts to provide proof—including sending my bank statements three times—they ignored me and pretended they never received them. Even the Chairman’s office took my documents and then refused to acknowledge them or take my calls. They have refused to admit their mistakes, leaving the threat of foreclosure hanging over me even though I have paid on time. I sent a settlement demand letter a month ago and have yet to receive a response. They claim they are handling it in-house but won’t provide a contact person or phone number. When I call customer service, I get the runaround, and they refuse to connect me to the legal department, saying they don’t know who is handling my case. Instead, they direct me to their foreclosure attorney—who was removed from my case. To make matters worse, they removed my name, phone number, and address from my loan records but left my Social Security number. Then they sent loan modification documents to the wrong address and called the wrong number. When I reached out to them, they refused to talk to me because my name wasn’t on the papers—papers they altered! They have also stopped accepting my payments, falsely telling my bank that my account was either closed or paid in full. Now, they are charging me late fees and penalties as if I never paid them. This situation is beyond frustrating and unacceptable!

S W

Citizens Bank Frustrating Issue

January 8, 2025

Citizens Bank, Inability of Citizens Bank to manage insurance claims. Citizens Bank has had our insurance claims check for almost thirty days and can still not tell me when it will be available. This is due to your company applying it to the wrong mortgage.

K E K

Citizens Bank Milford NH Frustrating Experience

December 19, 2024

Citizens Bank, Seems to have forgotten….Someone seems to have forgotten that the most important person in Any business is The Customer. I have been a Citizens’ customer for almost 20 years. Needing cash, I visited the Milford (NH) Branch yesterday afternoon, at about 1415 hrs. I drove to the ATM, inserted my card, typed my PIN, and tried to withdraw cash. The machine would not accept any transactions on this particular screen. After several attempts, I finally gave up, cancelled the transaction, retrieved my card, and went into the branch, where I spoke with 2 different people, and after commenting on the non-working ATM, I was told that (1) “it was broken” and (2) ” we know, and have a ticket on it”. When I mentioned that placing a sign on the machine might relieve some of the aggravation, the answer was ‘We can’t” because “corporate won’t allow it”. Wow…”corporate won’t allow it”. Of course, the clerk did not know the rationale behind the “won’t allow it.” I assume there may be some truth behind the corporate edict, but Why??? Or, are you intentionally trying to drive customers away? What could the harm have been of by taping an “Out of Order” sign on the screen…??? A word to the wise: it is incidents like these that drive customers away.

A G C
Corporate Office Headquarters