Checking and savings
Citizens: what servicemembers report to the CFPB
CFPB Consumer Complaint Database, complaints tagged servicemember, received 2023 to 2025. Read October 28, 2026. Open the same query on consumerfinance.gov.
- Servicemember complaints
- 325
- Closed with money back
- 13%
- 2023 to 2025
- 129 to 96
Servicemembers filed 5.4% of Citizens's 6,021 complaints in the window, against 2.5% across the directory. The complaints are mostly about checking or savings account, and the single most common issue is "Managing an account". 13% of servicemember complaints closed with money back, against 2% across all 349 companies in this directory. The yearly count fell from 129 in 2023 to 96 in 2025.
What the complaints are about
By product
| Checking or savings account | 126 |
| Mortgage | 67 |
| Credit reporting or other personal consumer reports | 45 |
| Debt collection | 18 |
| Vehicle loan or lease | 14 |
By issue
| Managing an account | 70 |
| Incorrect information on your report | 35 |
| Trouble during payment process | 33 |
| Struggling to pay mortgage | 20 |
| Improper use of your report | 18 |
| 2023: 129 | 2024: 100 | 2025: 96 |
Which accounts, specifically
| Checking account | 151 |
| Credit reporting | 61 |
| VA mortgage | 39 |
| General-purpose credit card or charge card | 28 |
| Savings account | 25 |
What went wrong, specifically
| Deposits and withdrawals | 37 |
| Banking errors | 21 |
| Transaction was not authorized | 20 |
| Information belongs to someone else | 16 |
| Problem using a debit or ATM card | 16 |
Busiest month: June 2023, with 25 servicemember complaints. Most were submitted by web.
Most complaints came from PA (42), NY (31), OH (18) , then MA, MI, GA.
How Citizens answered
| Closed with explanation | 283 | 87% |
| Closed with monetary relief | 42 | 13% |
Citizens responded within the CFPB's 15-day window on 100% of servicemember complaints (directory-wide: 99%). A complaint closed "with explanation" means the company answered in writing and changed nothing; "monetary relief" means money moved.
In servicemembers' own words
Narratives the CFPB publishes with the consumer's consent. Personal details are removed by the CFPB before publication. Each links to the original complaint.
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Student loan; Dealing with your lender or servicer. FL, 2024-09-02. Outcome: Closed with explanation. Complaint 9992192
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Mortgage; Struggling to pay mortgage. NY, 2024-08-28. Outcome: Closed with explanation. Complaint 9978467
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Checking or savings account; Managing an account. NY, 2024-09-01. Outcome: Closed with explanation. Complaint 9972037
If this is your problem at Citizens
For a pre-service debt above 6%: the written request and the refund estimate; for repossession, foreclosure, a default judgment or eviction, the court-protection guides and the Department of Justice; for a loan or card taken during service, the Military Lending Act. A CFPB complaint is the dated record that follows, and it is the data on this page. This site's verified guide to the company's own military policies: Citizens Bank SCRA: Email the Military Assistance Team, 30-Day Answer.
Compare with checking and savings peers
- Fifth Third 334 servicemember complaints; 5% with money back
- SoFi Technologies 391 servicemember complaints; 6% with money back
- Credit Karma 253 servicemember complaints; 17% with money back
- PNC Bank 502 servicemember complaints; 12% with money back
- Regions 204 servicemember complaints; 17% with money back
Next in the directory by volume: T.s., PenFed, Atlanticus Services.
Frequently asked questions
How many complaints did servicemembers file against Citizens?
325 complaints tagged servicemember were received by the CFPB about CITIZENS FINANCIAL GROUP, INC. between January 1, 2023 and December 31, 2025 (database read October 28, 2026). The tag covers active duty, Guard, Reserve, veterans, retirees, and their spouses and dependents. The yearly count fell from 129 in 2023 to 96 in 2025.
What do servicemembers complain about most at Citizens?
Checking or savings account accounts for 126 of the 325 complaints, and the most common issue is "Managing an account" (70). Next: "Incorrect information on your report" (35).
Does Citizens give money back when a servicemember complains?
13% of servicemember complaints closed with money back, against 2% across all 349 companies in this directory. 0 closed with non-monetary relief and 283 closed with an explanation only. Citizens answered 100% of these complaints within the CFPB's 15-day window.
Tools for this topic
- SCRA refund calculator What a lender owes back for charging over 6%.
- Savings calculator What the 6% cap saves you per month and per year.
- Letter generator A rate-cap or lease letter that cites the statute.
CFPB counts for complaints tagged "Servicemember" received 2023-01-01 to 2025-12-31, read October 28, 2026; names are the CFPB's; percentages only at 100+ complaints; a complaint is not a finding of wrongdoing. Method and the full directory.
Heads up: SCRA Saver publishes general information, not legal or financial advice. Laws change and every situation differs. Confirm details with your installation legal assistance office (free for service members) or a licensed professional.