{"id":"citizens-bank","page":"https://escalate.alexgaoth.com/#/c/citizens-bank","html":"https://escalate.alexgaoth.com/c/citizens-bank/","generated":"2026-10-15","company":{"id":"citizens-bank","name":"Citizens Bank","aliases":["citizens","citizens financial group","citizens bank na","citizens one","citizens access"],"sector":"bank","parent":"Citizens Financial Group, Inc.","website":"https://www.citizensbank.com","official_domains":["citizensbank.com"],"security":{"never_asks":[{"kind":"policy","claim":"Citizens says it will never ask for personal or financial information by, in response to, or through a link in an email or text, and will never call, text or email to ask for your password, account number or one-time passcode. (Seen in a search snippet of citizensbank.com; the site blocks automated fetches.)","source":"https://www.citizensbank.com/account-safeguards/account-information-security.aspx","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"If you get a suspicious message that claims to be from Citizens, do not reply or click links; call the number on the back of your card or on your monthly statement. (Seen in a search snippet of citizensbank.com.)","source":"https://www.citizensbank.com/account-safeguards/online-fraud-protection.aspx","last_verified":"2026-10-13"}],"report_phishing":[{"id":"card-phishing-email","type":"email","label":"Credit card customers - attach suspicious emails to a new email and send them to Citizens","value":"FraudStopperProgram@CitizensBank.com","purposes":["fraud"],"notes":"From a search snippet of the Citizens credit card fraud reporting page; not read on the page itself.","source":"https://www.citizensbank.com/credit-cards/cardholder/fraud-reporting.aspx","last_verified":"2026-10-13"}]},"regulators":["cfpb","occ"],"notes":"Citizens Bank, N.A. is a national bank supervised by the OCC (FDIC BankFind cert 57957). citizensbank.com returns HTTP 403 to automated fetches, so the phone numbers and policies below come from search-engine snippets of citizensbank.com pages, except the overdraft facts, which come from a Citizens investor press release. Snippets show more than one fraud number, so check the number on the card or statement.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service; lost or stolen cards, suspicious activity, debit card fraud claims and merchant disputes","value":"+1-800-922-9999","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","account_access","poor_service"],"access":"human_only","notes":"From search snippets of the Citizens contact page and lost-card FAQ; not read on the page itself.","source":"https://www.citizensbank.com/ask-a-citizen/Q167437624/How-do-I-report-a-lost-or-stolen-debit-card.aspx","last_verified":"2026-10-13"},{"id":"fraud-center-phone","type":"phone","label":"Fraud Customer Service Center","value":"+1-800-974-2260","purposes":["fraud","identity_theft","unauthorized_charge"],"access":"human_only","notes":"From a search snippet of the Citizens Report Fraud page; not read on the page itself.","source":"https://www.citizensbank.com/account-safeguards/how-to-report-fraud.aspx","last_verified":"2026-10-13"},{"id":"app-debit-dispute","type":"app","label":"File a debit card fraud claim in the Citizens Mobile App","value":"Citizens Mobile App > transactions > select the transaction > begin the dispute (track it under Dispute Status)","purposes":["unauthorized_charge","transaction_dispute"],"access":"login","notes":"From a search snippet of citizensbank.com (the mobile and online banking FAQ or the debit card page; the exact page was not confirmed). Not read on the page itself.","source":"https://www.citizensbank.com/customer-service/faqs/mobile-and-online-banking.aspx","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","note":"No Citizens complaint address could be confirmed. For credit card billing errors, use the billing rights address in your card agreement within 60 days."},{"rung":"regulator","regulator":"cfpb"},{"rung":"regulator","regulator":"occ"},{"rung":"state_agency","agency_kind":"financial_regulator"}],"playbooks":[{"issue":"transaction_dispute","summary":"File a debit card claim in the app or call customer service; try the merchant first for problems with goods.","evidence":["statement showing the charge","receipt or order","record of contact with the merchant"],"steps":[{"do":"Try the merchant first and keep proof."},{"do":"For a debit card transaction, file the dispute in the Citizens Mobile App.","channel":"app-debit-dispute"},{"do":"Or call customer service to file a fraud claim or merchant dispute.","channel":"customer-service-phone"},{"do":"If Citizens does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"unauthorized_charge","summary":"Freeze the card in the app, call at once, and dispute the charges.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Freeze the debit or ATM card in the Citizens Mobile App."},{"do":"Call customer service at once to report the card and the charges.","channel":"customer-service-phone"},{"do":"If Citizens does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"fraud","summary":"Call the Fraud Customer Service Center on a number you trust, never one from a message.","evidence":["transaction details","messages from the scammer","FTC or police report number"],"steps":[{"do":"Call the Fraud Customer Service Center, or the number on the back of your card.","channel":"fraud-center-phone"},{"do":"Report the scam to the FTC, then complain to the CFPB if the bank does not act.","regulator":"cfpb"}]},{"issue":"fee_reversal","summary":"Use Citizens Peace of Mind - cover the overdraft by 10 pm ET the next business day - and the $5 Overdraft Pass, then ask for a reversal.","evidence":["statement showing the fee","transaction amounts","deposit or transfer times"],"steps":[{"do":"Check whether the overdraft item was $5 or less, or whether you covered the overdraft by 10 pm ET the next business day."},{"do":"Call customer service and ask for the fee to be reversed.","channel":"customer-service-phone"},{"do":"If the fee breaks the stated rules and Citizens refuses, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"Citizens Peace of Mind - if you overdraw your account, you have until 10 pm ET the following business day to deposit or transfer enough funds to have the overdraft fees reversed. Citizens added it to all Citizens Checking accounts on October 1, 2021.","issues":["fee_reversal"],"source":"https://investor.citizensbank.com/about-us/newsroom/latest-news/2021/2021-10-07-133039847.aspx","last_verified":"2026-10-13"},{"kind":"policy","claim":"With the $5 Overdraft Pass on checking and money market accounts, Citizens does not charge an overdraft fee when a customer overdraws with a transaction of $5 or less.","issues":["fee_reversal"],"source":"https://investor.citizensbank.com/about-us/newsroom/latest-news/2021/2021-10-07-133039847.aspx","last_verified":"2026-10-13"}]}],"known_blockers":["citizensbank.com blocks automated access (HTTP 403), so an agent cannot read Citizens help pages or use its forms. Hand the browser to the person.","Phone lines verify the account holder."]},"playbooks":{"transaction_dispute":{"company":{"id":"citizens-bank","name":"Citizens Bank","sector":"bank","website":"https://www.citizensbank.com","account_url":null},"issue":{"id":"transaction_dispute","name":"Dispute with a merchant through the bank"},"playbook_source":"company","summary":"File a debit card claim in the app or call customer service; try the merchant first for problems with goods.","evidence":["statement showing the charge","receipt or order","record of contact with the merchant"],"steps":[{"do":"Try the merchant first and keep proof."},{"do":"For a debit card transaction, file the dispute in the Citizens Mobile App.","channel":{"id":"app-debit-dispute","type":"app","label":"File a debit card fraud claim in the Citizens Mobile App","value":"Citizens Mobile App > transactions > select the transaction > begin the dispute (track it under Dispute Status)","purposes":["unauthorized_charge","transaction_dispute"],"access":"login","notes":"From a search snippet of citizensbank.com (the mobile and online banking FAQ or the debit card page; the exact page was not confirmed). Not read on the page itself.","source":"https://www.citizensbank.com/customer-service/faqs/mobile-and-online-banking.aspx","last_verified":"2026-10-13"}},{"do":"Or call customer service to file a fraud claim or merchant dispute.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service; lost or stolen cards, suspicious activity, debit card fraud claims and merchant disputes","value":"+1-800-922-9999","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","account_access","poor_service"],"access":"human_only","notes":"From search snippets of the Citizens contact page and lost-card FAQ; not read on the page itself.","source":"https://www.citizensbank.com/ask-a-citizen/Q167437624/How-do-I-report-a-lost-or-stolen-debit-card.aspx","last_verified":"2026-10-13"}},{"do":"If Citizens does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service; lost or stolen cards, suspicious activity, debit card fraud claims and merchant disputes","value":"+1-800-922-9999","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","account_access","poor_service"],"access":"human_only","notes":"From search snippets of the Citizens contact page and lost-card FAQ; not read on the page itself.","source":"https://www.citizensbank.com/ask-a-citizen/Q167437624/How-do-I-report-a-lost-or-stolen-debit-card.aspx","last_verified":"2026-10-13"},{"id":"app-debit-dispute","type":"app","label":"File a debit card fraud claim in the Citizens Mobile App","value":"Citizens Mobile App > transactions > select the transaction > begin the dispute (track it under Dispute Status)","purposes":["unauthorized_charge","transaction_dispute"],"access":"login","notes":"From a search snippet of citizensbank.com (the mobile and online banking FAQ or the debit card page; the exact page was not confirmed). Not read on the page itself.","source":"https://www.citizensbank.com/customer-service/faqs/mobile-and-online-banking.aspx","last_verified":"2026-10-13"}],"facts":[],"rules":{"in_force":[{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"policy","claim":"Claims and defenses (12 CFR 1026.12(c)): when a merchant does not resolve a dispute about property or services bought with a credit card, the cardholder may assert against the card issuer all claims (other than tort claims) and defenses from the transaction, and may withhold payment up to the amount of credit outstanding for that purchase plus related charges. The issuer may not report that withheld amount as delinquent until the dispute is settled or judgment is rendered.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"Claims-and-defenses limits: the cardholder must first make a good faith attempt to resolve the dispute with the merchant, the purchase must exceed $50, and it must have occurred in the same state as the cardholder's current designated address or within 100 miles of it. The $50 and location limits do not apply when the merchant is the card issuer, is controlled by or controls the issuer, is a franchised dealer in the issuer's products, or got the order through a mail solicitation the issuer made or took part in.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service; lost or stolen cards, suspicious activity, debit card fraud claims and merchant disputes","value":"+1-800-922-9999","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","account_access","poor_service"],"access":"human_only","notes":"From search snippets of the Citizens contact page and lost-card FAQ; not read on the page itself.","source":"https://www.citizensbank.com/ask-a-citizen/Q167437624/How-do-I-report-a-lost-or-stolen-debit-card.aspx","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","note":"No Citizens complaint address could be confirmed. For credit card billing errors, use the billing rights address in your card agreement within 60 days.","candidate_channels":["customer-service-phone"]},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"regulator","regulator":{"id":"occ","name":"Office of the Comptroller of the Currency, Customer Assistance Group (HelpWithMyBank)","level":"federal","when_to_use":"Use for a complaint about a national bank or federal savings association after the bank did not fix it. Try the bank first, and check that the OCC regulates the bank before you file.","channels":[{"id":"complaint-form","type":"web_form","label":"OCC online complaint form","value":"https://occservices.occ.gov/csp?id=camp_complaint_submission","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"notes":"The form times out after 30 minutes of inactivity. Explanation up to 4,000 characters; up to six attachments of 5 MB or less. Do not include a Social Security number.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Customer Assistance Group","value":"+1-800-613-6743","hours":"Monday to Friday, 7:00 a.m. to 7:00 p.m. CT","notes":"English or Spanish. For relay services, dial 7-1-1.","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Customer Assistance Group email","value":"Consumercomplaints@occ.treas.gov","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Customer Assistance Group mailing address","value":"Comptroller of the Currency, Customer Assistance Group, P.O. Box 53570, Houston, TX 77052","notes":"Fax (713) 336-4301 is also listed. A printable complaint form is at https://helpwithmybank.gov/file-a-complaint/customer-complaint-form.pdf","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"case-status","type":"web_form","label":"Check case status","value":"https://occservices.occ.gov/csp?id=camp_check_case_status","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The OCC handles complaints about national banks and federal savings associations. For other banks, use the \"Who regulates my bank\" page to find the CFPB, FDIC, Federal Reserve, NCUA or state regulator.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your full name and mailing address as they appear on the bank's records, phone and email, the bank's name and address, the account type, the person you contacted, and whether the bank has responded.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a mailed or faxed complaint, the OCC sends a letter with a case number within five business days of receipt. Online filers get an email confirmation.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The OCC sends a results letter within 60 days after it has a complete file.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"The OCC contacts the bank only when it is a national bank, federal savings association or an operating subsidiary of one, and the issue is within OCC jurisdiction. If you disagree with the result, you can file an appeal.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"}],"notes":"Check the regulator first at https://helpwithmybank.gov/who-regulates-my-bank/index-who-regulates-bank.html. On 2026-10-12 the complaint page also invited complaints about unfair debanking under Executive Order 14331 (August 2025)."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["citizensbank.com blocks automated access (HTTP 403), so an agent cannot read Citizens help pages or use its forms. Hand the browser to the person.","Phone lines verify the account holder."],"security":{"official_domains":["citizensbank.com"],"never_asks":[{"kind":"policy","claim":"Citizens says it will never ask for personal or financial information by, in response to, or through a link in an email or text, and will never call, text or email to ask for your password, account number or one-time passcode. (Seen in a search snippet of citizensbank.com; the site blocks automated fetches.)","source":"https://www.citizensbank.com/account-safeguards/account-information-security.aspx","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"If you get a suspicious message that claims to be from Citizens, do not reply or click links; call the number on the back of your card or on your monthly statement. (Seen in a search snippet of citizensbank.com.)","source":"https://www.citizensbank.com/account-safeguards/online-fraud-protection.aspx","last_verified":"2026-10-13"}],"report_phishing":[{"id":"card-phishing-email","type":"email","label":"Credit card customers - attach suspicious emails to a new email and send them to Citizens","value":"FraudStopperProgram@CitizensBank.com","purposes":["fraud"],"notes":"From a search snippet of the Citizens credit card fraud reporting page; not read on the page itself.","source":"https://www.citizensbank.com/credit-cards/cardholder/fraud-reporting.aspx","last_verified":"2026-10-13"}]},"credibility":{"grade":"C","primary_share":1.0,"sources":{"primary":8},"verified_from":{"page":2,"search_snippet":6},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 100% of 8 sources are the organization's own pages or government sites; only 8 sourced values, so the entry is thin; 6 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Citizens Bank, N.A. is a national bank supervised by the OCC (FDIC BankFind cert 57957). citizensbank.com returns HTTP 403 to automated fetches, so the phone numbers and policies below come from search-engine snippets of citizensbank.com pages, except the overdraft facts, which come from a Citizens investor press release. Snippets show more than one fraud number, so check the number on the card or statement.","warnings":[]},"unauthorized_charge":{"company":{"id":"citizens-bank","name":"Citizens Bank","sector":"bank","website":"https://www.citizensbank.com","account_url":null},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Freeze the card in the app, call at once, and dispute the charges.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Freeze the debit or ATM card in the Citizens Mobile App."},{"do":"Call customer service at once to report the card and the charges.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service; lost or stolen cards, suspicious activity, debit card fraud claims and merchant disputes","value":"+1-800-922-9999","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","account_access","poor_service"],"access":"human_only","notes":"From search snippets of the Citizens contact page and lost-card FAQ; not read on the page itself.","source":"https://www.citizensbank.com/ask-a-citizen/Q167437624/How-do-I-report-a-lost-or-stolen-debit-card.aspx","last_verified":"2026-10-13"}},{"do":"If Citizens does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service; lost or stolen cards, suspicious activity, debit card fraud claims and merchant disputes","value":"+1-800-922-9999","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","account_access","poor_service"],"access":"human_only","notes":"From search snippets of the Citizens contact page and lost-card FAQ; not read on the page itself.","source":"https://www.citizensbank.com/ask-a-citizen/Q167437624/How-do-I-report-a-lost-or-stolen-debit-card.aspx","last_verified":"2026-10-13"},{"id":"fraud-center-phone","type":"phone","label":"Fraud Customer Service Center","value":"+1-800-974-2260","purposes":["fraud","identity_theft","unauthorized_charge"],"access":"human_only","notes":"From a search snippet of the Citizens Report Fraud page; not read on the page itself.","source":"https://www.citizensbank.com/account-safeguards/how-to-report-fraud.aspx","last_verified":"2026-10-13"},{"id":"app-debit-dispute","type":"app","label":"File a debit card fraud claim in the Citizens Mobile App","value":"Citizens Mobile App > transactions > select the transaction > begin the dispute (track it under Dispute Status)","purposes":["unauthorized_charge","transaction_dispute"],"access":"login","notes":"From a search snippet of citizensbank.com (the mobile and online banking FAQ or the debit card page; the exact page was not confirmed). Not read on the page itself.","source":"https://www.citizensbank.com/customer-service/faqs/mobile-and-online-banking.aspx","last_verified":"2026-10-13"}],"facts":[],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A billing error includes a charge for credit not made to the consumer or an authorized user; a charge for property or services not accepted by the consumer or not delivered as agreed; a failure to credit a payment or other credit properly; a computational error by the creditor; a charge for which the consumer asks for clarification, including documentary evidence; and failure to send a statement to the last address the creditor received in writing at least 20 days before the end of the billing cycle.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The issuer can hold the cardholder liable only if the card is an accepted card, the issuer gave adequate notice of the maximum potential liability and of how to report loss or theft, and the issuer provided a means to identify the cardholder or authorized user.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If state law or the cardholder agreement sets lower liability, \"the lesser liability shall govern\". When an issuer gives 10 or more cards to employees of one organization, the issuer and the organization may agree to different liability terms, but an employee can still be held liable only as this section permits.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service; lost or stolen cards, suspicious activity, debit card fraud claims and merchant disputes","value":"+1-800-922-9999","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","account_access","poor_service"],"access":"human_only","notes":"From search snippets of the Citizens contact page and lost-card FAQ; not read on the page itself.","source":"https://www.citizensbank.com/ask-a-citizen/Q167437624/How-do-I-report-a-lost-or-stolen-debit-card.aspx","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","note":"No Citizens complaint address could be confirmed. For credit card billing errors, use the billing rights address in your card agreement within 60 days.","candidate_channels":["customer-service-phone"]},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"regulator","regulator":{"id":"occ","name":"Office of the Comptroller of the Currency, Customer Assistance Group (HelpWithMyBank)","level":"federal","when_to_use":"Use for a complaint about a national bank or federal savings association after the bank did not fix it. Try the bank first, and check that the OCC regulates the bank before you file.","channels":[{"id":"complaint-form","type":"web_form","label":"OCC online complaint form","value":"https://occservices.occ.gov/csp?id=camp_complaint_submission","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"notes":"The form times out after 30 minutes of inactivity. Explanation up to 4,000 characters; up to six attachments of 5 MB or less. Do not include a Social Security number.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Customer Assistance Group","value":"+1-800-613-6743","hours":"Monday to Friday, 7:00 a.m. to 7:00 p.m. CT","notes":"English or Spanish. For relay services, dial 7-1-1.","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Customer Assistance Group email","value":"Consumercomplaints@occ.treas.gov","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Customer Assistance Group mailing address","value":"Comptroller of the Currency, Customer Assistance Group, P.O. Box 53570, Houston, TX 77052","notes":"Fax (713) 336-4301 is also listed. A printable complaint form is at https://helpwithmybank.gov/file-a-complaint/customer-complaint-form.pdf","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"case-status","type":"web_form","label":"Check case status","value":"https://occservices.occ.gov/csp?id=camp_check_case_status","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The OCC handles complaints about national banks and federal savings associations. For other banks, use the \"Who regulates my bank\" page to find the CFPB, FDIC, Federal Reserve, NCUA or state regulator.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your full name and mailing address as they appear on the bank's records, phone and email, the bank's name and address, the account type, the person you contacted, and whether the bank has responded.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a mailed or faxed complaint, the OCC sends a letter with a case number within five business days of receipt. Online filers get an email confirmation.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The OCC sends a results letter within 60 days after it has a complete file.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"The OCC contacts the bank only when it is a national bank, federal savings association or an operating subsidiary of one, and the issue is within OCC jurisdiction. If you disagree with the result, you can file an appeal.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"}],"notes":"Check the regulator first at https://helpwithmybank.gov/who-regulates-my-bank/index-who-regulates-bank.html. On 2026-10-12 the complaint page also invited complaints about unfair debanking under Executive Order 14331 (August 2025)."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["citizensbank.com blocks automated access (HTTP 403), so an agent cannot read Citizens help pages or use its forms. Hand the browser to the person.","Phone lines verify the account holder."],"security":{"official_domains":["citizensbank.com"],"never_asks":[{"kind":"policy","claim":"Citizens says it will never ask for personal or financial information by, in response to, or through a link in an email or text, and will never call, text or email to ask for your password, account number or one-time passcode. (Seen in a search snippet of citizensbank.com; the site blocks automated fetches.)","source":"https://www.citizensbank.com/account-safeguards/account-information-security.aspx","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"If you get a suspicious message that claims to be from Citizens, do not reply or click links; call the number on the back of your card or on your monthly statement. (Seen in a search snippet of citizensbank.com.)","source":"https://www.citizensbank.com/account-safeguards/online-fraud-protection.aspx","last_verified":"2026-10-13"}],"report_phishing":[{"id":"card-phishing-email","type":"email","label":"Credit card customers - attach suspicious emails to a new email and send them to Citizens","value":"FraudStopperProgram@CitizensBank.com","purposes":["fraud"],"notes":"From a search snippet of the Citizens credit card fraud reporting page; not read on the page itself.","source":"https://www.citizensbank.com/credit-cards/cardholder/fraud-reporting.aspx","last_verified":"2026-10-13"}]},"credibility":{"grade":"C","primary_share":1.0,"sources":{"primary":8},"verified_from":{"page":2,"search_snippet":6},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 100% of 8 sources are the organization's own pages or government sites; only 8 sourced values, so the entry is thin; 6 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Citizens Bank, N.A. is a national bank supervised by the OCC (FDIC BankFind cert 57957). citizensbank.com returns HTTP 403 to automated fetches, so the phone numbers and policies below come from search-engine snippets of citizensbank.com pages, except the overdraft facts, which come from a Citizens investor press release. Snippets show more than one fraud number, so check the number on the card or statement.","warnings":[]},"fraud":{"company":{"id":"citizens-bank","name":"Citizens Bank","sector":"bank","website":"https://www.citizensbank.com","account_url":null},"issue":{"id":"fraud","name":"Fraud or scam"},"playbook_source":"company","summary":"Call the Fraud Customer Service Center on a number you trust, never one from a message.","evidence":["transaction details","messages from the scammer","FTC or police report number"],"steps":[{"do":"Call the Fraud Customer Service Center, or the number on the back of your card.","channel":{"id":"fraud-center-phone","type":"phone","label":"Fraud Customer Service Center","value":"+1-800-974-2260","purposes":["fraud","identity_theft","unauthorized_charge"],"access":"human_only","notes":"From a search snippet of the Citizens Report Fraud page; not read on the page itself.","source":"https://www.citizensbank.com/account-safeguards/how-to-report-fraud.aspx","last_verified":"2026-10-13"}},{"do":"Report the scam to the FTC, then complain to the CFPB if the bank does not act.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service; lost or stolen cards, suspicious activity, debit card fraud claims and merchant disputes","value":"+1-800-922-9999","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","account_access","poor_service"],"access":"human_only","notes":"From search snippets of the Citizens contact page and lost-card FAQ; not read on the page itself.","source":"https://www.citizensbank.com/ask-a-citizen/Q167437624/How-do-I-report-a-lost-or-stolen-debit-card.aspx","last_verified":"2026-10-13"},{"id":"fraud-center-phone","type":"phone","label":"Fraud Customer Service Center","value":"+1-800-974-2260","purposes":["fraud","identity_theft","unauthorized_charge"],"access":"human_only","notes":"From a search snippet of the Citizens Report Fraud page; not read on the page itself.","source":"https://www.citizensbank.com/account-safeguards/how-to-report-fraud.aspx","last_verified":"2026-10-13"}],"facts":[],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service; lost or stolen cards, suspicious activity, debit card fraud claims and merchant disputes","value":"+1-800-922-9999","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","account_access","poor_service"],"access":"human_only","notes":"From search snippets of the Citizens contact page and lost-card FAQ; not read on the page itself.","source":"https://www.citizensbank.com/ask-a-citizen/Q167437624/How-do-I-report-a-lost-or-stolen-debit-card.aspx","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","note":"No Citizens complaint address could be confirmed. For credit card billing errors, use the billing rights address in your card agreement within 60 days.","candidate_channels":["customer-service-phone"]},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"regulator","regulator":{"id":"occ","name":"Office of the Comptroller of the Currency, Customer Assistance Group (HelpWithMyBank)","level":"federal","when_to_use":"Use for a complaint about a national bank or federal savings association after the bank did not fix it. Try the bank first, and check that the OCC regulates the bank before you file.","channels":[{"id":"complaint-form","type":"web_form","label":"OCC online complaint form","value":"https://occservices.occ.gov/csp?id=camp_complaint_submission","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"notes":"The form times out after 30 minutes of inactivity. Explanation up to 4,000 characters; up to six attachments of 5 MB or less. Do not include a Social Security number.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Customer Assistance Group","value":"+1-800-613-6743","hours":"Monday to Friday, 7:00 a.m. to 7:00 p.m. CT","notes":"English or Spanish. For relay services, dial 7-1-1.","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Customer Assistance Group email","value":"Consumercomplaints@occ.treas.gov","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Customer Assistance Group mailing address","value":"Comptroller of the Currency, Customer Assistance Group, P.O. Box 53570, Houston, TX 77052","notes":"Fax (713) 336-4301 is also listed. A printable complaint form is at https://helpwithmybank.gov/file-a-complaint/customer-complaint-form.pdf","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"case-status","type":"web_form","label":"Check case status","value":"https://occservices.occ.gov/csp?id=camp_check_case_status","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The OCC handles complaints about national banks and federal savings associations. For other banks, use the \"Who regulates my bank\" page to find the CFPB, FDIC, Federal Reserve, NCUA or state regulator.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your full name and mailing address as they appear on the bank's records, phone and email, the bank's name and address, the account type, the person you contacted, and whether the bank has responded.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a mailed or faxed complaint, the OCC sends a letter with a case number within five business days of receipt. Online filers get an email confirmation.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The OCC sends a results letter within 60 days after it has a complete file.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"The OCC contacts the bank only when it is a national bank, federal savings association or an operating subsidiary of one, and the issue is within OCC jurisdiction. If you disagree with the result, you can file an appeal.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"}],"notes":"Check the regulator first at https://helpwithmybank.gov/who-regulates-my-bank/index-who-regulates-bank.html. On 2026-10-12 the complaint page also invited complaints about unfair debanking under Executive Order 14331 (August 2025)."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["citizensbank.com blocks automated access (HTTP 403), so an agent cannot read Citizens help pages or use its forms. Hand the browser to the person.","Phone lines verify the account holder."],"security":{"official_domains":["citizensbank.com"],"never_asks":[{"kind":"policy","claim":"Citizens says it will never ask for personal or financial information by, in response to, or through a link in an email or text, and will never call, text or email to ask for your password, account number or one-time passcode. (Seen in a search snippet of citizensbank.com; the site blocks automated fetches.)","source":"https://www.citizensbank.com/account-safeguards/account-information-security.aspx","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"If you get a suspicious message that claims to be from Citizens, do not reply or click links; call the number on the back of your card or on your monthly statement. (Seen in a search snippet of citizensbank.com.)","source":"https://www.citizensbank.com/account-safeguards/online-fraud-protection.aspx","last_verified":"2026-10-13"}],"report_phishing":[{"id":"card-phishing-email","type":"email","label":"Credit card customers - attach suspicious emails to a new email and send them to Citizens","value":"FraudStopperProgram@CitizensBank.com","purposes":["fraud"],"notes":"From a search snippet of the Citizens credit card fraud reporting page; not read on the page itself.","source":"https://www.citizensbank.com/credit-cards/cardholder/fraud-reporting.aspx","last_verified":"2026-10-13"}]},"credibility":{"grade":"C","primary_share":1.0,"sources":{"primary":8},"verified_from":{"page":2,"search_snippet":6},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 100% of 8 sources are the organization's own pages or government sites; only 8 sourced values, so the entry is thin; 6 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Citizens Bank, N.A. is a national bank supervised by the OCC (FDIC BankFind cert 57957). citizensbank.com returns HTTP 403 to automated fetches, so the phone numbers and policies below come from search-engine snippets of citizensbank.com pages, except the overdraft facts, which come from a Citizens investor press release. Snippets show more than one fraud number, so check the number on the card or statement.","warnings":[]},"fee_reversal":{"company":{"id":"citizens-bank","name":"Citizens Bank","sector":"bank","website":"https://www.citizensbank.com","account_url":null},"issue":{"id":"fee_reversal","name":"Fee reversal"},"playbook_source":"company","summary":"Use Citizens Peace of Mind - cover the overdraft by 10 pm ET the next business day - and the $5 Overdraft Pass, then ask for a reversal.","evidence":["statement showing the fee","transaction amounts","deposit or transfer times"],"steps":[{"do":"Check whether the overdraft item was $5 or less, or whether you covered the overdraft by 10 pm ET the next business day."},{"do":"Call customer service and ask for the fee to be reversed.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service; lost or stolen cards, suspicious activity, debit card fraud claims and merchant disputes","value":"+1-800-922-9999","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","account_access","poor_service"],"access":"human_only","notes":"From search snippets of the Citizens contact page and lost-card FAQ; not read on the page itself.","source":"https://www.citizensbank.com/ask-a-citizen/Q167437624/How-do-I-report-a-lost-or-stolen-debit-card.aspx","last_verified":"2026-10-13"}},{"do":"If the fee breaks the stated rules and Citizens refuses, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service; lost or stolen cards, suspicious activity, debit card fraud claims and merchant disputes","value":"+1-800-922-9999","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","account_access","poor_service"],"access":"human_only","notes":"From search snippets of the Citizens contact page and lost-card FAQ; not read on the page itself.","source":"https://www.citizensbank.com/ask-a-citizen/Q167437624/How-do-I-report-a-lost-or-stolen-debit-card.aspx","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"Citizens Peace of Mind - if you overdraw your account, you have until 10 pm ET the following business day to deposit or transfer enough funds to have the overdraft fees reversed. Citizens added it to all Citizens Checking accounts on October 1, 2021.","issues":["fee_reversal"],"source":"https://investor.citizensbank.com/about-us/newsroom/latest-news/2021/2021-10-07-133039847.aspx","last_verified":"2026-10-13"},{"kind":"policy","claim":"With the $5 Overdraft Pass on checking and money market accounts, Citizens does not charge an overdraft fee when a customer overdraws with a transaction of $5 or less.","issues":["fee_reversal"],"source":"https://investor.citizensbank.com/about-us/newsroom/latest-news/2021/2021-10-07-133039847.aspx","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[{"id":"cfpb-late-fee-rule","title":"CFPB Credit Card Penalty Fees Rule ($8 late fee safe harbor, 2024)","citation":"89 FR 19128 (March 15, 2024) (Regulation Z, 12 CFR 1026.52(b))","jurisdiction":"us-federal","status":"vacated","summary":"The CFPB's 2024 rule would have set an $8 late fee safe harbor for card issuers that, with their affiliates, have one million or more open credit card accounts. It never took effect: a court stayed it in 2024 and vacated it on April 15, 2025. Do not cite an $8 late fee cap.","source":"https://www.consumerfinance.gov/rules-policy/final-rules/credit-card-penalty-fees-final-rule/","last_verified":"2026-10-12","status_note":"Stayed by the N.D. Texas court in May 2024 (Chamber of Commerce v. CFPB, No. 4:24-cv-00213) and vacated by that court on April 15, 2025 at the CFPB's request after a settlement. The CFPB rule page (last modified June 3, 2024) still says only \"stayed\"; the vacatur date comes from an April 15, 2025 American Bankers Association report, a plaintiff in the case. The current Regulation Z text has no $8 safe harbor.","do_not_cite":"This rule is not in force. Do not cite it as current law."},{"id":"cfpb-overdraft-rule","title":"CFPB Overdraft Lending Rule for Very Large Financial Institutions (2024)","citation":"89 FR 106768 (December 30, 2024); disapproved by Pub. L. 119-10 (S.J. Res. 18)","jurisdiction":"us-federal","status":"repealed","summary":"The CFPB's December 2024 overdraft rule for very large financial institutions (scheduled effective October 1, 2025) was disapproved by Congress under the Congressional Review Act on May 9, 2025 and has no force or effect. Do not cite it. The older Regulation E opt-in rule for ATM and one-time debit card overdraft fees remains in force.","source":"https://www.govinfo.gov/content/pkg/PLAW-119publ10/html/PLAW-119publ10.htm","last_verified":"2026-10-12","status_note":"Not a court vacatur: Congress disapproved the rule under the Congressional Review Act (Pub. L. 119-10, May 9, 2025), so it never took effect and \"shall have no force or effect\". The CFPB rule page (last modified July 2, 2025) still lists it as a final rule with no status note. What remains in force: the Regulation E overdraft opt-in rule (12 CFR 1005.17) and the account agreement.","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service; lost or stolen cards, suspicious activity, debit card fraud claims and merchant disputes","value":"+1-800-922-9999","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","account_access","poor_service"],"access":"human_only","notes":"From search snippets of the Citizens contact page and lost-card FAQ; not read on the page itself.","source":"https://www.citizensbank.com/ask-a-citizen/Q167437624/How-do-I-report-a-lost-or-stolen-debit-card.aspx","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","note":"No Citizens complaint address could be confirmed. For credit card billing errors, use the billing rights address in your card agreement within 60 days.","candidate_channels":["customer-service-phone"]},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"regulator","regulator":{"id":"occ","name":"Office of the Comptroller of the Currency, Customer Assistance Group (HelpWithMyBank)","level":"federal","when_to_use":"Use for a complaint about a national bank or federal savings association after the bank did not fix it. Try the bank first, and check that the OCC regulates the bank before you file.","channels":[{"id":"complaint-form","type":"web_form","label":"OCC online complaint form","value":"https://occservices.occ.gov/csp?id=camp_complaint_submission","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"notes":"The form times out after 30 minutes of inactivity. Explanation up to 4,000 characters; up to six attachments of 5 MB or less. Do not include a Social Security number.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Customer Assistance Group","value":"+1-800-613-6743","hours":"Monday to Friday, 7:00 a.m. to 7:00 p.m. CT","notes":"English or Spanish. For relay services, dial 7-1-1.","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Customer Assistance Group email","value":"Consumercomplaints@occ.treas.gov","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Customer Assistance Group mailing address","value":"Comptroller of the Currency, Customer Assistance Group, P.O. Box 53570, Houston, TX 77052","notes":"Fax (713) 336-4301 is also listed. A printable complaint form is at https://helpwithmybank.gov/file-a-complaint/customer-complaint-form.pdf","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"case-status","type":"web_form","label":"Check case status","value":"https://occservices.occ.gov/csp?id=camp_check_case_status","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The OCC handles complaints about national banks and federal savings associations. For other banks, use the \"Who regulates my bank\" page to find the CFPB, FDIC, Federal Reserve, NCUA or state regulator.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your full name and mailing address as they appear on the bank's records, phone and email, the bank's name and address, the account type, the person you contacted, and whether the bank has responded.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a mailed or faxed complaint, the OCC sends a letter with a case number within five business days of receipt. Online filers get an email confirmation.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The OCC sends a results letter within 60 days after it has a complete file.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"The OCC contacts the bank only when it is a national bank, federal savings association or an operating subsidiary of one, and the issue is within OCC jurisdiction. If you disagree with the result, you can file an appeal.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"}],"notes":"Check the regulator first at https://helpwithmybank.gov/who-regulates-my-bank/index-who-regulates-bank.html. On 2026-10-12 the complaint page also invited complaints about unfair debanking under Executive Order 14331 (August 2025)."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["citizensbank.com blocks automated access (HTTP 403), so an agent cannot read Citizens help pages or use its forms. Hand the browser to the person.","Phone lines verify the account holder."],"security":{"official_domains":["citizensbank.com"],"never_asks":[{"kind":"policy","claim":"Citizens says it will never ask for personal or financial information by, in response to, or through a link in an email or text, and will never call, text or email to ask for your password, account number or one-time passcode. (Seen in a search snippet of citizensbank.com; the site blocks automated fetches.)","source":"https://www.citizensbank.com/account-safeguards/account-information-security.aspx","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"If you get a suspicious message that claims to be from Citizens, do not reply or click links; call the number on the back of your card or on your monthly statement. (Seen in a search snippet of citizensbank.com.)","source":"https://www.citizensbank.com/account-safeguards/online-fraud-protection.aspx","last_verified":"2026-10-13"}],"report_phishing":[{"id":"card-phishing-email","type":"email","label":"Credit card customers - attach suspicious emails to a new email and send them to Citizens","value":"FraudStopperProgram@CitizensBank.com","purposes":["fraud"],"notes":"From a search snippet of the Citizens credit card fraud reporting page; not read on the page itself.","source":"https://www.citizensbank.com/credit-cards/cardholder/fraud-reporting.aspx","last_verified":"2026-10-13"}]},"credibility":{"grade":"C","primary_share":1.0,"sources":{"primary":8},"verified_from":{"page":2,"search_snippet":6},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 100% of 8 sources are the organization's own pages or government sites; only 8 sourced values, so the entry is thin; 6 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Citizens Bank, N.A. is a national bank supervised by the OCC (FDIC BankFind cert 57957). citizensbank.com returns HTTP 403 to automated fetches, so the phone numbers and policies below come from search-engine snippets of citizensbank.com pages, except the overdraft facts, which come from a Citizens investor press release. Snippets show more than one fraud number, so check the number on the card or statement.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service; lost or stolen cards, suspicious activity, debit card fraud claims and merchant disputes","value":"+1-800-922-9999","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","account_access","poor_service"],"access":"human_only","notes":"From search snippets of the Citizens contact page and lost-card FAQ; not read on the page itself.","source":"https://www.citizensbank.com/ask-a-citizen/Q167437624/How-do-I-report-a-lost-or-stolen-debit-card.aspx","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","note":"No Citizens complaint address could be confirmed. For credit card billing errors, use the billing rights address in your card agreement within 60 days.","candidate_channels":["customer-service-phone"]},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"regulator","regulator":{"id":"occ","name":"Office of the Comptroller of the Currency, Customer Assistance Group (HelpWithMyBank)","level":"federal","when_to_use":"Use for a complaint about a national bank or federal savings association after the bank did not fix it. Try the bank first, and check that the OCC regulates the bank before you file.","channels":[{"id":"complaint-form","type":"web_form","label":"OCC online complaint form","value":"https://occservices.occ.gov/csp?id=camp_complaint_submission","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"notes":"The form times out after 30 minutes of inactivity. Explanation up to 4,000 characters; up to six attachments of 5 MB or less. Do not include a Social Security number.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Customer Assistance Group","value":"+1-800-613-6743","hours":"Monday to Friday, 7:00 a.m. to 7:00 p.m. CT","notes":"English or Spanish. For relay services, dial 7-1-1.","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Customer Assistance Group email","value":"Consumercomplaints@occ.treas.gov","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Customer Assistance Group mailing address","value":"Comptroller of the Currency, Customer Assistance Group, P.O. Box 53570, Houston, TX 77052","notes":"Fax (713) 336-4301 is also listed. A printable complaint form is at https://helpwithmybank.gov/file-a-complaint/customer-complaint-form.pdf","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"case-status","type":"web_form","label":"Check case status","value":"https://occservices.occ.gov/csp?id=camp_check_case_status","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The OCC handles complaints about national banks and federal savings associations. For other banks, use the \"Who regulates my bank\" page to find the CFPB, FDIC, Federal Reserve, NCUA or state regulator.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your full name and mailing address as they appear on the bank's records, phone and email, the bank's name and address, the account type, the person you contacted, and whether the bank has responded.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a mailed or faxed complaint, the OCC sends a letter with a case number within five business days of receipt. Online filers get an email confirmation.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The OCC sends a results letter within 60 days after it has a complete file.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"The OCC contacts the bank only when it is a national bank, federal savings association or an operating subsidiary of one, and the issue is within OCC jurisdiction. If you disagree with the result, you can file an appeal.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"}],"notes":"Check the regulator first at https://helpwithmybank.gov/who-regulates-my-bank/index-who-regulates-bank.html. On 2026-10-12 the complaint page also invited complaints about unfair debanking under Executive Order 14331 (August 2025)."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["citizensbank.com"],"never_asks":[{"kind":"policy","claim":"Citizens says it will never ask for personal or financial information by, in response to, or through a link in an email or text, and will never call, text or email to ask for your password, account number or one-time passcode. (Seen in a search snippet of citizensbank.com; the site blocks automated fetches.)","source":"https://www.citizensbank.com/account-safeguards/account-information-security.aspx","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"If you get a suspicious message that claims to be from Citizens, do not reply or click links; call the number on the back of your card or on your monthly statement. (Seen in a search snippet of citizensbank.com.)","source":"https://www.citizensbank.com/account-safeguards/online-fraud-protection.aspx","last_verified":"2026-10-13"}],"report_phishing":[{"id":"card-phishing-email","type":"email","label":"Credit card customers - attach suspicious emails to a new email and send them to Citizens","value":"FraudStopperProgram@CitizensBank.com","purposes":["fraud"],"notes":"From a search snippet of the Citizens credit card fraud reporting page; not read on the page itself.","source":"https://www.citizensbank.com/credit-cards/cardholder/fraud-reporting.aspx","last_verified":"2026-10-13"}]},"credibility":{"grade":"C","primary_share":1.0,"sources":{"primary":8},"verified_from":{"page":2,"search_snippet":6},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 100% of 8 sources are the organization's own pages or government sites; only 8 sourced values, so the entry is thin; 6 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"dossier":null,"guide":{"key":"bank","title":"Banks and card issuers — how complaints work","last_verified":"2026-10-12","file":"guides/bank.md","page":"https://escalate.alexgaoth.com/#/guides/bank"}}