Citizens Bank Reviews

They refuse to mail out the year end tax info on time every year the same thing happens, I then talk to a rep who says that they can't help me because the statement was mailed out on the Jan 31. It is now the 12th and I still haven't received it.

This bank is terrible. No one can tell you answers. They close your cards with no explanation! Everyone telling you different stuff and nothing is clear! I have talked to 10 different people and they all said something different! My account been under review since December. You can’t review an account without talking to the customer themselves and I have yet to talk to anyone! I dislike this bank to the maximum!

Horseshit customer service, have to get transferred between a bunch of different departments, and they ain’t got a clue how to help. Keep no records of conversations it seems like. I even let my credit card go months with a hold on it because I had no interest in talking with them and getting bounced around reps to talk with, they all don’t have a sniff of a clue

I opened a HELOC with Citizens Bank in 2023. In July of 2024, I had used about 60% of the funds and was making on time monthly payments via direct deposit. When I attempted to log in and see my balance, my credentials failed. Come to find out they "suspected fraud" on my account. Since July of 2024 through December of 2025, I have no access to view my statement, access my funds, etc. I would call customer service and they would refer me to a branch, I would visit a branch and they would tell me to call customer service. Thankfully when I opened the account, I set up automatic payments because I couldn't even see how much was due for over a year. My only option was to pay off the account, which I did. Now I have no access to the $1600+ that I overpaid. What are my options folks. They're earning interest on my money that I can't access.

I'm thinking about changing banks. Does anyone else feel their fraud department is overbearing. While I do appreciate them looking out for me... they are wreaking havoc in my life. From stopping for gas and getting declined, to embarrassing moments at the store, not having access to funds when I need them. It's just too much. Usually I would say that I really like Citizens but lately just in the last two years it seems they are being ridiculous with the fraud alerts and freezing my card without calling me first just because I went to the atm twice in one day? Yea and so? It's MY money. If I want to go take money out 5 times in one day why can't I?

We applied for a no interest loan through Citizens Pay for a Trek bike. This is the company Trek uses for financing. We were approved for the loan. We asked several times if this is the no interest loan. We were told if you pay it off in 12 months, it is interest free, but the minimum payment is spread out 24 months. Everything is done over the phone and the paperwork we saw did say 12 months interest free. We noticed on our last statement we were being charged interest. My husband called Citizens Pay. We were told that the 12 month interest was offered, but not guaranteed. It is based on creditworthiness. Our credit scores are in the 800s and we were approved for $25,000 line of credit. And we were told several times, that the loan was no interest if paid off in 12 months.

I have been with Citizens for many years and up till now a satisfied customer but the recent "upgraded" online bill pay for payment option DOES NOT WORK!!! So now I am TOTALLY UNSATISFIED!!!! I run my home and business finances through "make payments" option and now I am unable to track pending payments. This a SERIOUS issue that has gone on for well over a month!! This was not a problem until the system was "upgraded". And to contacting anyone to fix my issue is almost impossible.

We have been with Citizens for years and were always happy. In the past year things have really changed. Customer service has declined while they really seem to be pushing products at the branch. A while ago I had a question and called the Bedford branch. I spoke with the manager, Ms. **, who seemed bored and annoyed and was unprofessional. She told me she would call me back and never did. I called back several times and each time she was either not available or said she was working on it. I finally gave up on her and called customer service. I was on hold for at least 40 minutes and then was passed on to 5 different people until my call was dropped. I called back the next day and by pure luck finally reached a representative, Ms. * *who was helpful. She was caring, knowledgeable and was able to resolve my issue. While I was thankful she was able to help, I will be closing my accounts and taking my money elsewhere.

Our experience with Citizens Bank’s VA loan assumption process has been incredibly disappointing and stressful. My wife is a public school teacher, I’m a disabled veteran, and we’re simply trying to buy a home for our family — yet this process has been mishandled from the very beginning. There’s never been a dedicated representative assigned to our case, and every time we call we’re forced to start over with someone new. We’ve been given different answers by every person we speak to, showing a serious lack of internal communication. Even worse, our credit was pulled unnecessarily because the loan officer didn’t understand the process — something that has now negatively impacted our credit score through no fault of our own.

My mortgage was sold to this bank. 10 out of 10 do not recommend. They miscalculated my taxes so I am now pay an extra $450 a month. After dealing with multiple costly home repairs and a blown engine. I called the bank to inform them I was struggling and asked what we can do. All I really needed was one month to catch up. They essentially disregarded my struggle and told me to figure it out. That was in July. I filed for mortgage assistance with them the first week of September. We are now in October. I have missed a payment and they continue to draw out the process by stating they need me to resign paperwork that has already been signed or asking for marriage licenses and divorce decrees. I've never been married. The customer service is horrible! Stay away if you can.

Holy crap avoid!!! The “new upgraded app” is a complete dumpster fire!!! Won’t recognize bill pay addressees, can’t transfer funds, deleted ebills - COMPLETE DISASTER - AVOID AT ALL COST AND JOIN A CREDIT UNION!!!

The worst banking experience I've had in my life - and I'm 67 years old. Examples: (1) I was told there was fraud on my account and that, to fix it, I needed to show up personally at a bank branch - but the nearest branch to me was a 3+ hour drive away! Didn't matter. Calling back, I was told the first agent was wrong, there was no fraud on my account and I could unfreeze my funds by text verification (which the first agent said I couldn't do).

If I could give them a zero I would 100% do it. Terrible customers service. No one calls you back when you request it and don’t get me started on how sloppy their system is when we follow up. Both of my parents had been long standing customers with Citizens for their mortgage...I’m talking about 20 plus years. Unfortunately my parents had passed away within months apart and my siblings and I had been trying to contact Citizens to settle their mortgage. We were told we cannot get any information on the mortgage because we were not named in it. We told Citizens that my sister was in the process of becoming executor of the estate with our lawyer. They “made a note” of the situation and assured us we will not receive any letters from them.. Not even a week later we got our first late notice. We call again to try and pay for it but they will not allow it “because we are not named in the mortgage”.

I have never experienced such horrible customer service. I asked for a manager and was put on hold by Allen then transferred to fraud dept. Then when I stated there was no fraud I was transferred back to Maria. She too put me on hold and never came back to the line. I then was just disconnected. Not once did I get a call back from Alan or Maria who were supposed to be supervisors. The service has definitely gone downhill. I will be closing my accounts after having it with them for so many years. Then, the new bill pay system is horrible. It erased my information. Then when I created the payees again, the payment is pulling from wrong account. I was trying to get assistance, but apparently they either don't know what to do or how to fix it. Because neither supervisor was able to help me instead, just place me on hold and then disconnected me. Very unprofessional.

New online bill paying is a nightmare! The first that I paid was debited to the secondary account and had to transfer funds to the secondary account for this transaction. Thought the new online payees would be the same as in the past but now all my payees are listed to be paid from the secondary account. Called Customer Service four times about the problem and the only solution is for me to manually change each of my payees. Supervisors only offered an apology but I wanted to have a credit issued to my account for my time to correct a Citizens Bank problem. Supervisors could not care less if one closes their account and move on to a different bank. Also, calls can be routed to any one above a supervisor in their totem pole.

I have been with Citizens forever and ever and have used their electronic bill service since its very, very beginning. This new "upgrade" in September 2025 is taking the ease of the bill paying experience back into the dark ages. It is awful! Before -- I could see pending and paid bills very easily to the right of the page. Now the bills cannot be seen in a single glance and it requires more clicks and it's not simple to review. I really don't know what to do....Stay with you or find another bank???? What were you thinking?

I have a couple hundred thousand dollars worth of student loans with Citizens for my two daughters. My youngest daughter entered this semester needing only one class, for a total of about $1500. I submitted the loan application. After a month, I called the school to find out why they hadn't approved the loan and was told that Citizens' policy is that they have to be a full-time student, and since she is only taking three credit hours, they cannot approve it. I then called Citizens and was told the same thing. She has been a full-time student for five years and would be taking more classes if she needed them. I will be refinancing my current loans through Citizens with another company and will never do business with Citizens again.

Firstly, bill pay was down for 7 days, when it returned last night ALL my payees were gone. This was not only very inconvenient, but now I have to build my payees back. Not happy!! How an institution gets away with this is beyond me.

Worst bank I have ever dealt with. Closed business account without notice stating. Finally received a letter stating unable to verify info on application. Being that the branch did this how is that my fault? Customer service is horrible no knowledge of anything. It's like jumping through hoops to pay my bill now. And they took my 82, 000 reward points.

I will never recommend Citizens Bank to anyone. They ran a promotion in April that if I transferred $25000 to my savings account, I would receive $500. This was told to me by the manager at Citizens Bank in Levittown. Now they say it didn't qualify because it wasn't a savings but a money market account. Even though the branch manager confirmed that I would receive this promo, now they say it didn't qualify. I receive a rate of .02% on my money market account. Why would anyone have a money market with Citizens Bank since they paying almost nothing. I will NEVER tell anyone to use Citizens Bank.

Absolute disgrace of a bank. Customer-service is a joke and do not care about the customers, especially since we are keeping you in business. For the time being at least. Holding money only for them to gain more interest.

My husband and I went to the branch in Fort Lauderdale to close a small savings account. In the middle of the transaction the computer “froze” and they were unable to give us the amount in the account. This was after trying on line and on the phone with no success. We drove a total of 5 hours as there was not a branch close to our home. I found them to be inadequate and totally unprofessional and was told by a manager “she couldn’t help how far we had to drive.” Never have I witnessed anything like it.

Citizens bank is one of the worst banks, Zelle transactions take unexpectedly longer than normal checks take extra to get cleared. Customer service never solve any problem you may have. My overall experience with this bank is negative.

No stars if I could. Doing business with them for 35 years. Tried to purchase airline tickets with my debit card. The purchase would not go through because they said it was fraud. I called the bank, was told click on the link in the email I was sent to verify it was me. Clicked the link and they froze the card. I went to the bank. Explained everything. Cannot unfreeze a card. Issued me a new card and I had to change every payment saved online. I then retry to purchase the airline tickets, Once again sending me to fraud as this is the second time I made an attempt to purchase them, even though I went to the bank and was told I was all set. Then they say they need to text me a code, except they say they do not have my phone number even though I verified my phone number when I was at the bank.

I transferred thousands of dollars online from my Citizens checking account to my Citizens credit card account on 07/03/2025. Right before transaction was made, my credit card statement showed that I had $270 in available credit. Today is 07/11/2025. Both statements show that the payment was processed and approved. However, my available credit is still only $270. This is outrageous. There is no reasonable explanations why electronic transactions work that slow.

I am deeply dissatisfied with the way Citizens Bank has handled my recent experience as a customer On June 13th, I used their mobile app to deposit my payroll check, expecting a smooth and secure transaction. To my surprise, the very next day, my online banking access was abruptly restricted—without any warning or explanation.

The worst and extremely horrible bank ever. Once transferred a large sum of money to citizens, after the money reached Ccitizens, they claimed they had not verified my account information in the transferring bank and put my money on hold, and then actually moved the money to an external account in Fiserv (who knows what it is, I found it out very late, up to day I still do not know what it does).

After being a customer of Citizens Bank for over 20 years, my accounts (all always in good standing, even receiving emails to upgrade my accounts as recently as three weeks ago) were all frozen. This of course happened on a Friday when I was expecting two direct deposits to go through. Those have been bounced out and my funds are being held because of this freeze on my account.

The Web Site malfunctioned and executed the same transaction twice for a scheduled transfer. This overdrew the account so they took from my Line of Credit. I called and reported the problem and they told me they could not do anything about it and I was subject to the 22% interest.

They are a rotten group of people. They don't get a lot of business so they steal from their customers, they are involved in illegal banking practices and fraud. If you have equity in your house they will steal it as fast as possible.