Citizens Bank Reviews

Has been a bad experience since we opened our account. They're very slow to move money around, very quick to charge you. And very uneducated in banker law. Unanswerable security questions and just bluntly an unhonest bank. I asked to speak to a manager, lady downright refused. When calling to solve a problem they help cause, they still charge will you while "taking care" of it. Every bank is better than Citizens.

Don't use this bank. Don't get their credit card. While they prompt you to get their credit card at the branch when there is issue the branch tells you they can not help you at all. They can not even help you cancel the card either. You can't figure out how the numbers added up in their online system. Meanwhile, they keep charging you interest late fees. When calling the reps they like to throw a long list of numbers at you that make you really lost. Only if you ask them to explain the numbers slowly then they will slow down. After much struggles they tell you they can't do anything to help you!

Citizens Bank is absolutely the WORST bank to deal with. Impossible to speak with anyone that can actually. help you. The bank will return your payments via check (like it is 1082) when you have paid your mortgage, then charge a late fee. I highly recommend that you seek out any other bank except for Citizens Bank.

If they give me the option of none star at all, I will give them zero. My husband and I, purchase a car in a dealership and the loan was offered through Citizen Bank. We got a gap insurance and the warranty was from them too. On 01-31-2024 my car was total loss and the dealership did all the process that have to be done, I have copies of everything, but Citizen Bank have done the opposite. They had still my money which is close to 2K, I have spoken to them, (many different people, supervisors) and they put up excuses and have not taking the time to work with me. Not wondering the bank are rich, they use people's money to create a profit and now they still them. I have an email detail me that they going to reimburse was is mine and still, they don’t give anything. Don’t take Citizens as loaners company ask for a different one before doing any deal. Citizen is a thief bank! Date of experience: March 18, 2024

I've been with Citizens from back to the '70s when it was Girard, then Mellon, and now Citizens. Never had a problem up until now. I had to talk to my very scared granddaughter to put her money in the bank because it's safer. She has a disability and sometimes has trouble understating. Around 8/15 someone stole her card and I called up immediately to stop it. I was told that they did it and were sending a new card. 2 weeks later, we didn't get it so I called. I was told that the card was not stopped or a new one issued.

This bank is a total fraud and has been nothing but a headache for my business for years and I would never bank with them again. I would say that one employee named Stephanie ** has been an exemplary and outstanding employee! The rest of the bank and the people That work there are probably great people and it is most likely the who own the bank that are some of the worst people in the world! There is no rating that I could give that could be as low as a one star rating. They deserve a -100 star rating. they have ruined my business and they lied about my Covid loans and have been nothing but liars ever since Covid and it was only until I had to file bankruptcy that they finally told the truth that my PPP loan was forgiven. This is the Bank from hell! I think it is worse than Hunter Biden’s laptop!

I hope Citizens Bank goes bankrupt for their gross incompetence and abysmal customer service. I strongly urge Citizens Bank to review its customer service processes and staff training to prevent such frustrating and damaging experiences for other customers. Until significant improvements are made, I cannot recommend Citizens Bank to anyone seeking a reliable and efficient banking experience.

The bank sides with criminal citizens and lets its honest Citizen customers suffer and be inconvenienced when fraudsters take from your account. They close your dispute. They don't explain nor return any funds. That's siding with the fraudulent individuals they allow in their system. That's disgusting.

Opened an account with this bank when I moved to Vermont. I wish I'd never heard of them. A few years after opening my account I decided to hike the Appalachian Trail. As I neared the end of this once in a lifetime trip end my finances grew thin. I used my credit card for funds, maintaining all the time enough cash to pay my bills and reestablish myself after the hike. The bank cancelled my credit card without notice. Mind you my credit rating was in the mid 700s and I had no late or missed payments. They were charging me not only interest on my balance but also ten dollars a month for not having a direct deposit during the hike. Considering the fees you'd think they could have at least phoned me first to see what my situation was. I would never recommend this bank - it's a robot run bank with an attractive sales team.

It's a disgusting bank that should be put out of service. I can't speak to customer service about anything because they are arrogant overseas uneducated people that treat you disgustingly because they think you can't find them.

Citizens Bank sucks. I still have a retirement account with them, and the bank unilaterally elected to send me a monthly check as a distribution from my IRA account. I asked them numerous times to stop and was told yes this will stop but alas, this invasion of my retirement account continues and I am still receiving monthly checks that I didn’t ask for. I am going to close this account and move my funds elsewhere but this takes time and meanwhile Citizens Bank does with my money as they please.

Bonus offer is a scam. Would give negative stars if I could. I went through the whole bonus offer process (opened checking and savings accounts), set up direct deposit, funded the savings account on May 14th. On pay day I'm told Citizens rejected my direct deposit. I look in my account, the money I transferred in never arrived and the checking account was removed from my account. I chat with them and they say "We decided to end the relationship with you." No email, no communications at all that this was the case. My money transferred --- just no word about it. I ask why they "ended the relationship" and magically the chat ended.

Excellent service of Ms Naima ** at Long Island City - Citizens Bank. Very often I go to this branch. All of the people are very humble and cooperative. I wish good luck everyone who are working over there.

Absolutely horrible customer service at the North Wales, Pa branch. Flat out told me they won't cash a bank check drawn on their bank. They make you open an account. For a bank check that are guaranteed funds. Freaking waste of time, and the branch manager, Asmaa **, was no help whatsoever. Refused to help because I did not have an account. Never would recommend this bank to anyone.

Under no circumstances will I ever enter into any business relationship with Citizens Bank again: Despite having a "verbal online mgt approval" for receiving an acct opening bonus, Citizens did NOT honor this CLEARLY given commitment. I involved branch mgt and phone customer service - all totally useless and zero interest in coming to a resolution.

The employees do not give accurate information about the home equity line and they are not able to work outside the box with no flexibility. Also, employees do not do what they are saying. Poor communication with their customers. OB

A Citizens employee committed fraudulent activity on my account. I have spoken to about 8 different people at Citizens and even raised it to the Office of the Customer twice. I have spoken to Ron and Mandy. Ron stopped returning my emails and calls. Mandy was completely rude and defensive. Nothing has been done to resolve the fraudulent activity done on my account by Elijah. Citizens can’t even give me an update on any information I ask. Every response is “we can’t share that information with the customer".

I have been a customer for close to 7 years now with Citizens bank, honestly they have a very responsive and reliable customer service. All my issues are solved with just a phone call rather than moving to the branch nearest me. I strongly recommend to others.

Stay away from this bank. Customer service is awful. This bank will try and screw you. If there was a negative star review I would put that because one star is too high. Do not get a mortgage from this bank either. Go with any other option.

I hate this bank- I’ve been a customer for over 20 years and they can’t do the simple things! I use the mobile application and lately the mobile app keeps giving me warnings that my user ID is no longer in line with their current requirements. So I was instructed to use a web browser to log into my account and there will be a tab (Service Center) to click on where I can securely change my ID. Only there isn’t any such tab! I thought it might be the Chrome browser I was using so I used Edge… Same issue!

This bank is absolutely horrible. I opened a business account in Dec. 2023. They closed my account 2 months later with no warning and no reason. They mailed checks of the money I had which is not what I wanted!

I am writing to express my extreme disappointment and frustration with the services provided by Maria **, Home Equity Specialist at Citizens Bank. My experience with Ms. ** has been nothing short of misleading and deceptive, and I feel compelled to share my ordeal to prevent others from falling victim to her unscrupulous practices.

My original home loan was bought by Citizens. It's a 4.3 fixed not an ARM. Last couple of years they've been raising my mortgage payments supposedly due to escrow shortage. But I get no notice of this or documentation supporting their reason for increase. Also my insurance doesn't send the cover letter of renewal til March 20th. Renewal offer isn't even received by Citizens until April 3, but they increase my mortgage payment on March 1.

DO NOT ATTEMPT TO OPEN AN ACCOUNT AT CITIZENS BANK! I received a promotional offer from Citizens to open a checking account and savings account. I opened the accounts, only to find within a couple days that they'd been closed -- without warning and without ANY explanation from the bank. An associate took a guess as to why my accounts had been closed; one of them said they would find out why and give me an explanation by calling me on the phone -- they never called. The associates were generally unsympathetic as well, offering zero sincere apologies. Why was I given the offer if my accounts were just going to be closed? Why were they closed? Why was I not called back? Why is no explanation forthcoming? Anyway, this is a bush league operation. Stay away.

This is the worst bank I have ever dealt with. Had to make an appointment during the day due to their terrible hours. People work 9-5 every day and don't want to have to go into the bank that is very busy on Saturday due to no other hours to go. I waited a half hour over the time I had my appointment during the week on my lunch hour and I hadn't been taken in yet, so I left. I finally sat down with someone on a Saturday and they said they would check into something and call me on Monday. Today is Wednesday and still nothing! I would never consider having any kind of account with them.

This is a useless checking account regardless if I deposit any amount of money in the bank, could be hundreds it won't allow me to pay my bills. It keeps putting fraud and identity locks on my account and I've never had any identities that they're fraud problems yet I put the money in there and my credit card bills bounce because they denied payment even though the money is there, a checking account you can't pay bills with is completely useless. Find another bank if you're looking for a checking account.

My experience with them was that we made a transition using Zelle which I never gotten neither my mom. I called so many times different departments but no one seems to help or care about it. Long story short I never received any money. They not even bother to send it back to the original sender.

Customer Service reps LIE or hang up on you and are not helpful, this bank is a dumpster fire of a mess. if you are on the account and close it because of the extreme fees they charge, if your name is on the account but not the primary you're out of luck, this dumpster fire of a bank will only make the check out to the person who is the primary even if your name is on the account too. It's a dumpster fire of a bank. Avoid it like the plague!

To say that Citizens Bank is the worst bank I’ve ever worked with would be a gross understatement. To say that Citizens is the worst vendor of any type I’ve ever worked with would still be a gross understatement. After opening a High Yield Savings Account, and making two deposits totaling $11,500, they froze my account. I was unable to access my money. Why did they do this? They never gave a reason. My wife and I are current on all our taxes and always have been. We owe no back payments to any creditors. We even pay off all credit card bills in full each month. All this can be verified.

I talked to a CSR and a manager and both declined to reverse my interest charges after I told them the situation. They did not care. All they wanted is their interest money. Trying to find a bank that cares about customer relationships since I have my business accounts with them as well as personal accounts.

Spoke with Lesly in customer service. She’s a supervisor. There was an overdraft fee in one of my accounts. I called to request it to be refunded since it occurred while I was admitted into the hospital. I’ve been a customer for over a decade. I explained the situation they couldn’t have cared less. They refused to refund the overdraft fee. What type of customer care is this? You’re not valued as a customer and therefore I will be banking elsewhere. Thanks Lesly supervisor in customer service. You led me to change banks.

My Citizens account has had fraudulent activity happening for a few months. I had to get a whole new checking account, multiple new debit cards, fraud alerts activated. I have spent hours on the phone. I was supposed to receive alerts if anything suspicious happened. Yesterday I was charged 1200 dollars by a car rental place in DUBAI. I live in southwestern PA. I never received any kind of alert. When I saw the pending charges, I alerted the bank. On the phone for two hours. Went to my local branch. There for another hour. I was assured that the charges wouldn't go through.

Citizens is the WORSE bank ever! They have horrible customer service. Their machines are cheap and break on you; taking your money in the process! They also freeze your account for anything! I left the bank recently. They're not worth your time!

The Citizens Bank website is down again. Website maintenance should be done at night or done in a testing environment and ported to the main website so to avoid downtime. Changes made earlier this month to the website rendered all financial external feeds unusable. CEO needs to be fined and fired for failure to execute simple task successfully. Also customer service is completely useless.

I deposited money into my account. I made payments to my credit card and my kid's school. The bank contacted me about a transaction asking if it was fraud or not. I said it’s not fraud but I don’t want it coming out of my Citizens account and then they went on to confirm my kid's school and credit card payments, It was October 26. This morning at 4:26 AM. They sent alert for fraud. I went onto my account. I look at my account at. The bank didn’t accept the payment that they confirmed with me on October 26 so now I’m gonna be hit with late fees for my kid's school.

I play video games for a hobby. I paid this guy to complete my missions because I wanted a certain item. I sent screenshots of the conversation and screenshots of the item not being in my inventory. So basically they said there isn't enough evidence and now I am out of the money.

The worst bank I've ever had to deal with. Their customer service is unorganized and poorly trained, it's a 50/50 if you get someone who has any clue what's going on or what to do and they just keeps telling me, "Sorry" like a broken record instead of fixing the problems. I took a financing loan through them and there was some kind of glitch where the system thought I bought and then immediately returned an item the same day. This caused a lot of issues and when I talked to customer support I was told to return the item, when I talked to them after I returned it on Oct. 6th I got someone who knew how to do their job and was told I didn't need to return it and the problem could have been fixed in their system in less than 5 minutes by simply changing a few numbers.

Avoid this bank, you don't get real time alerts to your email or phone when your account is charged. All other banks send alerts by text/email which also helps avoid fraud but not this bank, this option should be standard by now. Insufficient funds for a day result in an overdraft even though you deposit funds the next day, so your charge bounces. I have been with Chase, it actually takes a few days for a charge to bounce, it is all good if you deposit money on quickly but this is not a thing for Citizens.

Far inferior to my other bank. You have to click each check individually and the system didn't work twice in a 15 minute period. When I asked if what I needed could be printed, I was told it is $6 per check!! My other bank waived the fee. Time to say 'good-bye' to Citizens.

Citizens Bank bought out the bank my mortgage was held by. I had recurring transfers that would deposit funds to my mortgage account several times per month from another bank. The previous bank let me change and modify those transfers (amount, frequency, etc.) whenever I wanted to just by logging in to my online banking. Citizens took over and it's been nothing but issues. They somehow made my recurring transfer into a direct deposit instead so that I could no longer modify it and when I wanted to cancel the transfers, it took 1 hour with online chat - only for them to tell me I should contact my other bank. Other bank can't do anything because it wasn't through them. So I call customer service, 30 minute wait time to speak to someone.

They hold the funds for more than a week to verify. It was my business account and we need the funds. They asked me get the contact information from another lender from where we getting the funds transferred to verify.

Customer service is pointless. 1hr 26 minutes holding for a supervisor to find out they cannot help. I apparently did not read the fine print, online, when signing up for a bonus if I opened a checking account. I direct deposited over $500.00 in 42 days. Fine print states a one-time direct deposit of $500.00. No one was willing to work with me or help me out. I will be closing my banking ASAP. Too bad I have direct deposit going to this horrible bank.

In February of 2022 my bank HSBC sold my account to Citizens. I didn't realize this and nor that it would mean various utilities and connected autopay accounts wouldn't be transferred automatically and consequently my cable payment was late by a couple months. I had no intention nor need to default and be late, and it was squarely the fault of this sale, unknown transfer, and lack of customer support. My then sterling credit, maybe 830 plummeted to 700 due to no fault of my own, which is extremely unfair. Not only that but when asking Citizens for help I was told I should have known better by customer support, which took hours to reach. The banking experience has been terrible.

Horrible bank, hour long waits for customer service and they do not back up their debit cards. My husband’s card was compromised twice and our checking account was emptied. Still waiting four days later for access to our FDIC insured funds. 82% of banks provide next day access, Citizens is not one of those banks. Customer service agents, supervisors and bank and managers are ill-equipped to resolve issues and are only able to offer apologies.

I will not be banking with citizens any longer. My account was over-drafted ONE TIME and they charged me 4 overdraft fees for transactions I made DAYS PRIOR. Apparently, they hold transactions for days before they fully “post” and if your account gets overdrafted while those transactions “post”, you’ll be charged a $35 overdraft fee for every transaction. Even though you had the money in your account, when you made those transactions. How is that legal? My account is now negative $141 and they won’t reverse any of those charges. This bank is an absolute joke.

I have a HELOC with these idiots and called yesterday to find out the current interest rate. First off, I had to enter my full loan number and last four digits of my SS # through their teleprompt which was fine, but then after being connected to a service rep, I could barely understand, I had to give her those numbers again. She gave me the interest rate but could not give me the exact monthly payment amount. This is stupid. Other banks were able to tell me, to the penny, the amount. I'm sorry I chose Citizens for the home equity loan and will be closing this account.

I called customer service from Egypt and the phone calls very expensive too many times to dispute all the transaction from Amazon I didn't make it and the problem it was the old mobile in the file not working and they told me you have to go to the branch. How I can go to the Branch and I am in Egypt and every time I call the customer service, I ask them the Same question what supposed to do to dispute the fraud there's no one help me and there is no others option or choice to help to dispute those transactions as (the citizen application online) very same there no secure message between the customer service and the client and there's no email I can contact.

I would not trust a bank that mails out solicitations based on information apparently gleaned from identity-theft sites or people finder-type sites that suggest possibly inaccurate "connections". This bank sent me three postcards, and two were addressed to people I hardly know and who definitely do not live with me and whose forwarding address I do not have. It seems to me, there must be some unscrupulous people employed by this bank and there may be a risk that their files could be vulnerable to breaches if they import inaccurate information from the web.

I attempted to create a new mobile account at the bank. Right away, I was unable to log in to their mobile site. It's now over a week later and two calls with their tech support, and I still can't log in. Their final answer is that it's a "known issue" they are working on. So a bunch of customers can't access their accounts online for over a week, with no end in sight. They didn't offer me anything more than that. I asked if there was any way someone could contact me to let me know when it was fixed, and they were like, "No, just keep trying. Someday it will start working again." I will probably close the account because after over a week and countless hours spent, they clearly can't figure out how to ever fix this.

Open a checking account online. I got confirmation that it was opened but no information about the account regarding checking account number, routing number etc. Set up the online login and there is no account info there also. Tried to find the chat - they advertise it on the web and everywhere and their website but the chat button is nowhere to be found. Called up the customer service and was on hold for 10 min. After listening to my issue the agent kept asking for the account number. Finally he says he will send me a letter.

Besides being commercial customers and maintaining an average 250K balance in my commercial checking account, my wife and I had large personal accounts with Citizens and hold stock. Our troubles started when the joint checking account we used exclusively for travel and so rarely check was hacked. I caught the fraudulent charges on our joint account and was refunded the first time by Citizens and issued a new card.

I called customer service yesterday at 5:00. After a half hour on hold with really loud music I started a chat help. Another half hour on hold to be immediately transferred and be on hold for a half hour. No response from the chat either. Gave up on everything. Next morning at about 7:00 am I get a text from Citizens chat “How can I help you?”!!

I would never put money to the Citizens Bank. It has been taking monthly fees without letting me know even I have set up automatic transfers as active accounts. When I called, Mr. **, the customer services manager from Citizens bank, he said he will Not give my money back. I told him that his coworker FORGOT to set auto transfer in one of my accounts. He said not his problem. So I quickly closed all my four accounts, withdrawal all my money from Citizens Bank. I scared. The Citizens Bank customer services made mistakes not to do one of my account to transfer fund between my accounts. I asked the bank to check the record, Mr. ** supervisor from Citizens blamed on me to checking of myself.

This has to be the worst bank I've dealt with. First, their services pallet is limited. For example, there is no way to do IntraFi (formerly CDARS). Second, there is no way to contact them outside of calling them on a phone. It's 2023 for god's sake. Who has time to wait on hold for half an hour? They claim to have chat option, but it NEVER works. The button to start the chat is not even there. Third, they went full woke. Only women and specifically black women are depicted all over their Web site. There is ample evidence that large commitments to social justice adversely affects the quality of services, customer service, and investors. I will be moving elsewhere.

I have had the worse experience while using this bank, from inadequate staff and misinformation, to downright rude employees who don’t provide decent customer service. My account is missing money and I’ve been waiting days to hear back, I called with a case number today and was told my case number was not found. I spend 40 minutes on hold to speak with a representative and Christine ** was rude but her supervisor Corey ** was disrespectful and in no shape to be in his position. I was told that a bank account that I no longer have access to was in the negative, but I never received notification, nor have I had access to this account to see negative funds. Literally the worse encounters with customer service agents and the worse bank that has ever held my money.

The Citizens Bank located in Giant Eagle Market District-Settler's Ridge location in Pennsylvania authorized $ 5,010 to be taken from my account without my permission. I visited the bank on 6/26/23 at about 10:40 am to purchase a certified check for $ 5000. This money was used to purchase a car. Citizens Bank gave me the check, and charged me a fee for this check. The next day, I received a text message stating my account was overdrawn. I discovered Citizens Bank charged my account 2 times. It deducted the $5,010 twice from my account. Citizens Bank staff acknowledged the bank made an error; but I did not restore the money to my account. The manager was not in and they staff were not able or did not know how to fix the problem. They are not able to state when (meaning possible days aways- unknown) when they will restore my account. This is unacceptable.

Have had a proper (sufficient funds, sufficient and routinely deposited checks) account for 12 years. Citizens has held funds preventing purchases at grocery stores, department stores, automotive repairs and other venues. Imagine with an account holding over $100,000 not being able to purchase groceries, an air conditioner, lumber, shoes, travel expenses. This is life with Citizens. Funds get listed as pending or on hold and the merchant declines purchases YET the funds are clearly in the bank with a balance of $100,000 being the account's norm.

I made a transfer from my Citizens account to another bank. Citizens took the money from the account but then send an email saying the transaction was cancelled for security reason but the money was never put back into my account (aka stolen by the bank). Janet ** should be held accountable for fraudulent bank practices.

After 62 yrs with this bank using easy to use online banking, they switched to a security check which the user needs a cell phone /email access for. I don't. Totally screwed by this new system. Just wrong.

Citizens is the worst bank ever - by a mile. First time in my life that a bank has taken my initial deposit and direct deposit, then decided, without a phone call/email or letter, that they wanted to close my account. Zero explanation and when I called, said they cannot share any information. While that is their decision, they do NOT have the right to hold my deposits hostage / in limbo. I am on Week 6 trying to find someone with authority to mail me a check with my funds initially deposited. Stay far far away from Citizens Bank!

This is the smallest bank in Brooklyn but yet they want to charge an overdraft fee on an account they know has a reoccurring monthly deposit. There are bigger banks who are more reliable/dependable with their fees. I’m definitely CLOSING this account and word of mouth is the best form of advertising!!!

Citizens Bank needs to be investigated. They have thousands of complaints from current customers including myself. How are they even still bee in business, I do not know. Found out recently this financial institution is non-fdic. Placed an illegal holds placed on funds. Funds have still not been released. This bank makes their own rules as they go along. Have waited over a week for a member of their so-called chairman's office to return a phone call regarding an account I have with them. They do not even bother to return phone calls or emails to their customers. Phone numbers listed on their website don't even work which shows they don't even want to communicate with their customers. This place needs to be investigated for their illegal, unethical practices.

Citizens is the worst bank ever - by a mile. First time in my life that a bank has taken my initial deposit and direct deposit, then decided, without a phone call/email or letter, that they wanted to close my account. Zero explanation and when I called, said they cannot share any information. While that is their decision, they do NOT have the right to hold my deposits hostage/in limbo. I am on Week 6 trying to find someone with authority to mail me a check with my funds initially deposited. Stay far far away from Citizens Bank!

I have had nothing but ongoing mortgage/principal payment applications failures, even after I talk with Citizens Mortgage. They instructed me to write "mortgage" payment to my checks for mortgage payments and write "principal" when making payments for principal. They continue to not apply my payments correctly. In the past 2 years I have had to call them more than a dozen times. Made another payment on April 30 due May 3 for mortgage paying the exact amount and they apply to Principal and now are charging me over $19.00 in late fees. They will fix it after I call them on Monday. But the ongoing need to monitor every payment is ridicules.

I opened a savings account, but the site would not allow me to transfer funds in. I tried again with a different browser and again the next day. Did not work. I contacted their online chat and spent a half an hour getting messages back about 4 minutes after I asked them. Then they could not send me a text to confirm my identity. They tried twice. I spent another twenty five minutes on hold waiting to speak to someone. They asked for the full account number, meanwhile their site stopped working. Then they asked for my full SSN, which I refused. After another ten minutes I was finally was able to close my account. I will say the gentleman was very pleasant. But a complete waste of about 2 hours of my time opening and closing an account. Their site is not trustworthy, and their customer service, which is only online because this is a fully online "bank" is abysmal. I wouldn't open an account here if the rates were one thousand times the national average.

Citizens Bank floods me with Pre-Screened offers. I have many cards, but I finally applied. I have only excellent credit, and lots of it. Still, I got a letter today that my application was denied because they couldn't verify information with the credit bureaus. This is nonsense, every other bank from my 25 credit cards were all able to verify the same information without issue. Now I have a pointless hard pull on my credit report because this Bank is inept. If they send you a prescreened offer, BEWARE. There is a reason why Citizens Bank has wildly bad reviews all across the web.

I made a cash deposit at the Clark Summit PA branch ATM the system glitched. My money wasn’t deposited or returned. I called immediately. Was told it would be escalated and take 1-2 business days. That didn’t happen. I called the branch twice. Was told it’s not their problem. I have to wait on a claim. Called the 800 number. Again told could take a couple days. Escalated again. Would be given a preliminary credit. That never happened. Still haven’t received anything. Not a phone call or update nothing. Keep getting told it’s not their problem. If I could switch banks I would but this is my child support so I can’t.

I cannot even put into words how incredibly bad this bank is and my experience with this lender transpired. Let me just start by saying that if you’re looking to get a mortgage from a lender do not, I repeat DO NOT even think about going to this bank. You will be sorely disappointed by them. You see I began my search for an apartment about 6 months ago and finally found one. It made me very excited to find such a great property and for the price I found it listed for. I applied for a pre-approval with Chase bank initially because I’ve banking there for many years. However, I found out through a mortgage officer named Leon Gelzer that Citizens bank participated in programs to help first time homebuyers and grants and assist with closing costs.

I opened a high-yield savings account with Citizens (Citizens Access savings) a couple weeks ago, tried a $10 deposit but it failed to go through. Thinking it was just a one-time issue, I tried a $1500 deposit to start collecting interest sooner. 2 days later, I tried to log into my account and it's locked out, tells me to call customer service. I get ahold of customer service and I'm told that the bank terminated business with me, yet I did absolutely NOTHING wrong and I've been banking with other banks for over 15 years with no issues.

This bank is the worst for home mortgages. The training on their employees on the phone is lacking tremendously. No one knows what is going on, how to help or what department is needed. We ended up having to go through HUD to help us contact someone at the bank in the right department. Thank goodness for HUD. We had been trying to get something resolved from December to April. Whenever we would call Citizen's customer service we were told someone would call us back in 3-5 business days. Most of the time no one would call us back. If they did call us back, they did not know how to help us. That's 4 months of trying with this company. We have had loans from other banks and never did we have the issues like we have had with Citizen's Bank. This bank is seriously clueless on to run a business.

This is the worst bank in the US today. Terrible customer service. The people working at this bank is clueless. They can't even manage to close an account. Horrible bank. Stay away. They take money off your account in fees more than the interest. You will end up owing this bank money before you know it. This is so stupid.

This credit card website. Tried for 2 weeks to resolve. Worst bank websites. I keep having to change my password. Sometimes it accepts. But kicks me out. Please somebody help me out of this. Phone calls go to India?

It is not a good place for ** customers. I went to open a business account. I had a copy business certificate. They ask for original. I come back with original and the same racist ladies tell me she don't recognize this certificate (a certificate from a city hall, sign and original). She ask me to get another business certificate from her city 'cause that the only certificate she recognize. I will never go back to this bank.

After making an online transfer, I waited a week before the transfer appeared. On the fifth and sixth day I tried calling several times, was left on hold, and never spoke to a representative. There is no other way to contact them.

I am super frustrated with this bank. First they took over my free checking account from HSBC, and then starting charging me $25 monthly for the account. I requested to transfer my money out of this account and close the account. 2 month later I receive a mail with a threat from Citizens Bank that my account (which was requested to be closed) is overdrawn and that that they will report me to the credit reporting agencies and that this will be reflected in my credit score. So I called them again, this time I was told that I have to pay the fees for the last 2 month now before my account can get closed. So I paid again fees for an already closed account and then got told that the account can not be closed yet, I have to wait until the money shows on the account then call again. I am paying since month now for an account that I never opened, that I never wanted, and it seems like there is always an excuse that the account can not be closed.

Applied for a home equity line of credit with Citizens Bank. Provided the information they asked for with no response. Sent emails on questions about loan with no response. There was no follow up until I sent additional emails. Don't use this bank!

I have had a joint account for 30 years. Never have I had such a difficult time depositing money thru an app or transferring money. You need to call multiple times, get transferred multiple times, every time you speak to someone you are told different information, they have sent several credit cards we did not apply for. They have the most unhelpful customer service. Everything is a hassle especially when you need a bank to be there for you. It took 5 hours to transfer money from the web because every person had a different answer. So stressful, I will be ending this relationship as fast as I can! Use Santander they are a financial institution you can trust!

On March 16, 2023 Citizens Bank offset a business loan debt from my personal account. Citizens Bank took $3000 that was sent to me from a family member to pay my mortgage and applied it to a business loan for an LLC. The business is a Limited Liability Corporation and I did not give Citizens bank permission to use funds from my personal account to pay the debt. I have a business account that is attached to the loan via my EIN number. My personal funds are protected by the veil of the Limited Liability Corporation. Just because the business owes a debt, the LLC origination protects the company's members. The business is not set up as a Sole Proprietorship so the offset was illegal. I will be filing a complaint with the FTC as well as the Attorney General's office.

The employees at the LaFollette TN Branch really need training in customer service. Rude and unprofessional. I’m surprised they are still in business. Stopped by to open a checking account and they just didn’t care about me at all.

I personally made a deposit with the amounts noted accompanying the deposit. I found when leaving, the deposit noted was not what I had given the teller. I questioned it, but was told what was posted was what was received. I never heard the machine counting the money, checking it.… I followed up with manager and the higher office and after some time was told there was no over count of money that day. The money I had given the teller had paper clips attached and I was asked if I wanted these small clips back. That was a peculiar comment I thought. And so I will be closing this account. I have never had an occurrence like this before and have done banking over 65 years. The amount in question was $500. Too bad. My question to management was why did the teller not advise me initially that my amounts listed with the deposit were not what was received?

Citizens Bank locked my card without notifying me through my phone number or my email. I am beyond words for the amount suffering this has caused. I am closing the account for good. No more abuse. Thanks.

I would give it 0 stars if I could. I previously banked with HSBC which got switched over to Citizens. If you plan on banking online to pay bills or to check your account, you can forget about banking with Citizens. It takes forever for anything to load and good luck if you can even make it onto their portal. I've placed multiple calls complaining about this but nothing has been done yet. To pay my credit card (to view statement and then to finally make the payment) literally takes me about 1/2 hour. Go figure in this time and age. Their app also doesn't work well. Their internet banking needs a major re-vamp!

Citizens Bank is the worst bank that I have ever worked with. I have a small business line of credit and they make the simplest tasks very difficult. Number 1 no way for me to pay online! It's 2023 and they can not figure out how to pay online.The option is there but they can not get it to work. Their solution was to setup an auto pay at my other bank to pay them!? Their customer service is nonexistent. It's currently February 25 and I have been trying to get a hold of their commercial lending people since Christmas! No answers. I also tried going to a branch, where they tell me they can't help with corporate accounts and they give me the same number that no one answers. It's an endless loop. I have multiple companies and use multiple banks, I have no issue with any of them.

I called customer service regarding the transition from Investors to Citizens. I was on hold over 30 minutes, and when I finally was connected to someone, they communicated poorly and were not able to help in what should have been a very basic issue,. When I asked to talk to their supervisor, I was put back on hold. I hung up after several minutes.

Bad mistake going to this bank. At first, they didn't have an android mobile banking set up, so nothing but problems for 6 months. Update case errors. No regular customer service help. Over a hour hold period. Double charging acct. Rejecting passwords, biometrics after updates. Then requiring a disabled person to come into a branch to say I am me.

Citizens Bank is trying to take advantage of people with their mobile deposit app. If you get your paycheck on a Friday and mobile deposit it in the app, they normally clear it by Monday. If a federal holiday falls on either that Friday, Saturday, Sunday or Monday they WILL HOLD YOUR CHECK for 10 days. The very same check that you can simply walk into one of their branches and cash in a blink, they will hold your money Hostage. Why one holiday day causes them to not authorize the transaction when a teller would cash it is the scam. They are betting that overdrafts will occur by holding your hard earned money. Their overdraft forgiveness is a joke as that is only one day grace. Again you will not have your paycheck that you worked a week to get for 10 DAYS.

HSBC transferred our accounts to this bank. I have been calling this bank for I don't know how long now and the phone number keeps hanging up after entering all the prompts and entering identifying info. You literally cannot get in touch with these people.

A few years ago I received an invitation from this bank to apply for their credit card because they said I had a good credit score. I followed the instructions and submitted the application. Later I received a mail stating they declined my credit card application because they were "UNABLE TO VERIFY INFORMATION PROVIDED ON CREDIT APPLICATION." I had applied for multiple credit cards and never got this issue. From this incident, I learned that this bank had a huge problem. So when I learned my HSBC account would be transferred to this bank, I immediately closed my HSBC account to avoid being their customer. Seeing so many ex-HSBC customers' complaints here, I think I dodged a bullet.

I called the customer service line to ask a question regarding branch location in another state and I must apologize to the man who answered because he clearly has better things to do than deal with my inquiry at 10:30 on a Saturday morning. He could barely withhold his disdain for my questions and made it clear he couldn't wait to get rid of me. Since Investor's is changing hands, I felt my questions were valid. But apparently we are headed from the frying pan straight to the fire. God help us all.

They allowed my saving account to get hacked 32000.00 without a phone call, email or letter. Even sadder the other financial institute notified them. I don't check my savings account every day. Within in 10 days my account was missing over 32,000.00. Customer service was a joke. Finally get claims filed and account frozen. A few days go by while waiting for claims and the savings again starts getting ach. Very disappointed. Stay away. This had to be an inside breach as my accounts had never been visited online!.

I recently had the displeasure of becoming a Citizens Bank account holder since their merger with HSBC, they made substantial changes to my account without my authorization. When I called their customer service to find out what was going on I was told everything is fine and that I don't have any late payments with the bank. Eventually after several calls I found this to be incorrect. I was assured they'd correct the damage done to my credit After several more calls and no action on the bank's part I filed a complaint with bank regulators. After the bank did their investigation listening to my prior calls they found out what I said is true but have chosen not to remove the damage this has done to my credit. I've closed all my accounts there and would never ever consider banking there again.

First, Lindsey at the Citizens Bank in Hope RI answers phone, then if she can't address your question, disconnects call and does not answer phone all day. Identified that bank was in a supermarket. Called bank in East Providence, seems they don't answer calls either. Been 2 days now, trying at different hours. Calling because mother passed and send death certs, etc. to 1 Citizens Rd. RI and they do not give a public number.... Is a mess. 2 months and no response.

I was somewhat concerned when Citizens Bank acquired HSBC. My concerns have actualized. The bank has issued checks with incorrect information; I was looking for restitution for a returned check fee. They were not helpful in the slightest. Time to change banks! Customer service very wanting.

The bank manager was friendly, however, they refuse to return $200 that they withdrew from my checking account. I tried to withdraw $200, but the money never came out. Now they are saying there wasn't an error. It's shameful.

This bank's customer service does not exist unless you like to be on hold for 30 minutes then transferred from department to department or go to the bank and wait in a line for the one customer service person working. I was promised a new ATM card that never arrived. My card had been frozen but no one could tell me why. I closed my account today. I can't face any more aggravation.

Customer service is terrible. They are completely unaccommodating. Thousands of dollars were stolen from my savings account and not a single alert of possible fraud by them. I was studying abroad and only had a limited number of minutes for international calls and they just said “too bad you’re still going to have to be placed on hold for 45 minutes plus”. They couldn’t do anything over chat, their mobile app doesn’t even have a chat option, and they essentially have one number for everything. I will be going to any other bank but them.

If I could give a zero, I would. Their customer service is horrendous! They’ve had issues with just processing my payment, whether it’s online or over the phone from the beginning of this loan. Always, always gets “returned”. They had too many numbers in the account. I’ve spoken to an enormous amount of people to try and fix it, but to no avail. They would always say " Ok, it's been fixed!" but the next month, same old story. I had finally fixed it (deleted all my info and re-entered it) and the last two months, no issues.

My wife and family built a home with Citizens. The home was transferred to a permanent mortgage over 7 months ago. We went auto pay because Citizens said, "Oh, here’s a little discount." "Ok, no problem," we said. Bank with Citizens. Well, here’s where things get super interesting. Our mortgage comes out the same time, each month, on the same day via autopay through Citizens. Citizens goes on to lock my mortgage account, report to the credit agencies, and make me lose 135 points from 800 plus to 650 give or take. The kicker here is, I am on freaking auto pay. The payment was actually received, just like it does each month. But some genius in their department did something with my payment that threw the system for a loop and it showed them it didn’t process.

Over 1 month ago someone tried to hack my online account. They were not successful but Citizens Bank locked my online account. Since then I have spent at least 10 hours with Customer Service. Most of that time was on 'hold' while they bounced my call from department to department. I also went into my local branch. While the branch manager went out of his way to help me he was caught with the very same customer service that I was dealing with. I was at the branch for more than a few hours while the branch manager spent most of his time on hold being bounced around different departments.

This bank rather you lose your home than to help you. I’ve sent in all documents they require and they still asking for the same documents. I had to fill out another application due to them taking so long. I applied in July this year and here we are almost in October and they still asking for paystubs that been submitted. They only care about themselves, never mind you. They are SUPPOSEDLY there to help their customer which it’s a HUGE lie.

Citizens Bank at 165 Needham, Newton was totally unprofessional bank I ever visited. Two associates did not know what they were doing and did not bother to find out how to do it but were condescending, arrogant, snappy, cranky, irritable and rude. It seemed there was no limit in how far they deviate from expected professional manner.

We have an equity line of credit. We were told we were able to have a fixed rate after 12 months and now that we tried they say we cannot. A individual by the name of Alex in HELOC department had us on hold and continued to give us a hard time when requesting information. Even to get to customer service was challenging we spend 1.5 hours on this call. HORRIBLE HORRIBLE the way they treat their customers. BEWARE!!!!

Several times now (over the course of roughly 3 months) I have attempted to log on to the mobile banking only to be notified that I have “exceeded the number of password attempts.” Keep in mind this message shows after attempting to sign/log on once after weeks of not logging on. I’m so tired of this issue, and of never getting a straight answer from customer ‘service’.

I had a card cancelled due to fraud. Makes sense. Then the clowns at Citizens took over a MONTH to get me a replacement. I called 6-7 times, with an average on hold time of 45 minutes. They sent me a replacement, declared it stolen and cancelled it. But it wasn't stolen, it was in my hand. Then they sent me a second replacement (I asked for Priority Mail, they failed to do that), it was returned to them 2 weeks ago, but they never told me. Today is almost a month after losing my account access. I am writing this as I am on hold, again. But wait, after 1 hour, 9 minutes and 56 seconds of being on hold and passed around, they dropped the call. So, back to square 1. Hard to believe, but true.

Thieves, unprofessional, the worst bank ever. Don't put your money into this bank. This is the worst bank ever. Don't put your money into this bank. I'm gonna close my account and go to another bank. A few months ago, someone stole my wallet, I did lose everything. Later after less than 1 hr, I try to call customer service, but no one answered, I did spend almost 1hr trying to find someone, but it was impossible. The funny thing is that Citizens send me a text message if I'm using my card at the CVS, and I reply no. But they let transactions go through. And the next day, I went to a branch citizens to file a claim. And they return my money to my account.

I am another long term HSBC client whose checking acct info was sold to Citizens without permission in January. I threw away all of the material Citizens sent me including checks and debit card. (I never wanted to have an acct with them and had taken all of my money out of HSBC prior and opened an acct with a reputable bank.) I continued to be bombarded by Citizens and called numerous representatives to cancel these unwanted, fraudulent accts. I went into the local Citizens branch and was told accts had to be closed on the phone- they could do nothing. Continued to call their many phone numbers as I was still getting mail from them even though I was told the accts were closed. (This was in early March.) I then received a bill for $15.00 for a "Line of Credit". I spoke to another employee and was told that since I had overdraft protection with HSBC (free) they put it on the acct- that they still had not closed- for a $15.00 charge.

I signed up for a savings program that promised a $300 bonus if I made a certain number of deposits over the course of 3 months. I did so. Customer Service confirmed that I qualified for the bonus. After more than 45 minutes on hold, a "supervisor" said that I did not qualify for the bonus because I did not open a checking account. This was never part of the original agreement. Multiple other representatives confirmed I qualified for the bonus. I never received the money. Closed all my accounts and credit cards with them immediately.

These people are scammers. We responded to an offer they sent us to get $300 for opening a new savings account, and meeting certain criteria. We jumped through all the hoops just to find out they had a clause stating we needed to open a checking account on the same day as well. I'm closing the account and will never give you another chance to scam us...

Somehow a company never updated their system with my friends account information to send her payment to her and it was accidentally put into my account. They refuse to return the deposit back to the company that sent it. Also when you reach out to them and tell them that you're going through financial hardships due to a death in the family they do not care and will not help.

This bank charge a monthly fee for its saving accounts. I had to request and follow up 4 times to close my saving account. It takes an hour to wait to reach them on the phone. It has caused me a lot of inconveniences and consumed my time. Very unprofessional service. They will most likely run out of business someday soon.

I am another HSBC customer who was moved to Citizens, and I will be closing my account and finding an actual bank that takes its institutional responsibilities seriously. This bank is so unprofessional that its operations are almost a scam. Every single attempt at a transaction results in a freeze on the account, and a requirement to call their customer service number. Try to make a Zelle payment. Blocked. Try to add a payee. Blocked. Try to add a phone number. Blocked. Try to use the debit card. Blocked.

Worst credit card customer service ever. Lost my card and reported the same day...after a 36 min hold time on the phone! Was assured my replacement was sent by express mail and would arrive within 3 business days, but it has been 7 business days already and still no card. Called customer service to follow-up and am currently on hold again. It has been 31 min already, as I type this review while on hold. Not even a auto call-back option like other banks/credit card services. The only other way to contact them is via snail mail. No email or online chat.

I applied for a Home Equity Line Of Credit with Citizens Bank on March 14 and was assured that everything looked good and I would be closing on a loan within 30 days. Then they started asking for this document and that document. They changed the loan servicer 3 times and never returned my calls. It's been 4 months and finally I was able to get a hold of the original sales person I dealt with on the phone. He told me the loan was just turned down today which sound like a huge coincidence. This bank is a huge waste of time. I would never give them my business after the way they treated me.

Do not get a mortgage from Citizens. They lie about everything. Very disorganized company. My loan closed months late. Now they are charging me for flood insurance when my house is not in a flood plain.

I had been with HSBC for about 18 years and they closed. Prior to them closing I closed all my accounts and apparently all my info was transferred to this bank. I have always kept all my accounts are on auto-pay with HSBC and I missed one credit card and it charged to my HSBC account, welll apparently it did not, Citizen found the opportunity and claimed I had the account with them, so there was an overdraft fee, plus the charges for having a checking account I never opened. SO now I am in collection and they stated to me that HSBC sold all my info so they are entitled to all these charges.

Every time I paid off a loan, Citizens took forever to issue the necessary paperwork. They had no trouble taking my money, which I paid promptly. But the minute I needed a letter stating I had paid my loan in full, the service was horrendous. Each time, I would call, get put on hold forever, get transferred, and then hung up on. When I got hold of a supervisor, all I got was a No-Can-Do attitude. They don't care if you have an urgent time-sensitive issue, such as a house closing. They just tell you Back Office will get to it in 5-10 business days, which means I won't get the necessary documentation for a month. And there is nothing else that can be done. Customer Service reps have very limited training or knowledge, and sometimes they're also rude. Do yourself a favor and bank anywhere else.

STAY FAR FAR AWAY FROM Citizens Bank. I was ripped off by a scam companies. The company is Universal Health Share. They had been charging my credit card $344.00 every month. I went to my Doctor for a checkup and some Lab work. Bills were sent to Universal Health Share and they never paid one cent. After months and months of call and bills being sent by the Doc. office and myself. I had to pay all the bills myself. I called Citizens to cancel the credit card and file a claim.

This bank system and their customer service line is by far the worst. Their online banking is very outdated and they will stop/suspend transaction for no reason and they will do that whenever they feel like doing it. Their customer service is atrocious due to lack of operator's knowledge. When I call them to resolve an issue they had no idea what I'm talking about. They will put you on hold for an hour and they will transfer your call to another person and they will ask you for your personal information again. I do not recommend this bank to anybody. Please avoid this bank at all cost.

Being transitioned from HSBC to Citizens during a GLOBAL PANDEMIC, with no option to look into other banking institutions to fit my needs during the transition, Citizens leaves a lot to be desired, especially for us Americans living overseas.

Company closed my account due to inactively and I explain to the rep that I’ve been using the line of credit and my orders are getting cancel by Best Buy and Citizens claims that I never use the line of credit and another department told me my account was closed because I was deceased. And I’m alive … stay away from this company.

I went inside the Citizens bank in Oak Park Michigan and 9 mile rd. to deposit a check. Was told by another customer the machine inside was acting up (not working). I went into the bank and was told by the Manager the system was down. I then walked out after saying I would just go to the drive-up window. I went to the drive-up window and attempt to deposit my check, and the machine took my card and check at the same time while shutting down on me. I asked the same lady if she could have someone in the bank to assist me, and I was told by the customer the manager said a repairman had to open the machine on Tuesday 4 days later.

I was an HSBC customer and I had no choice but to transition to Citizens Bank after being with HSBC for 20 years. I went overseas for vacation and I used my debit card as usual at the supermarket, restaurants etc. I noticed after my vacation all the Foreign ATM or Pos FEE "exchange fees" for every transaction I made. The fee amount they charged me varied from $2.24 up to $4.50 (I made 10 transactions with my debit card and they charged me 10 post fee transactions). I have never been charged for using my debit card out of the county with my previous bank HSBC. The country I went to visit use Dollars not a foreign currency. So, I had to pay fees in order to use my own money. I'm very disappointed on how Citizen's bank steals money from customers.

Good heavens - yet another reluctant ex-HSBC customer based overseas. Citizens Bank has the worst customer service I've ever experienced. First, hold times to reach anyone on the phone is never less than an hour - never. No matter what time you call. Morning, night, doesn't matter - you'll wait an hour. There is no way to reach anyone by email or through any other channel. Second, no one on the other end of the phone has any idea how to help you. The first time I tried to transfer money out of my new Citizens account, my transfer was flagged for fraud.

https://www.citizensbank.com/student lending/scholarship.aspx. As a ** man, why am I being denied an opportunity to help further my education? How is this not racial inequality? I'll make sure to find bank who accepts all races. Citizens should be ashamed.

I had been an HSBC customer for 15 years when Citizens bank acquired my account. I was a satisfied HSBC customer because they offered international wire transfers with online banking and a mobile app to securely manage my funds. Unfortunately, citizens bank only offers telephone banking for international customers with no way to provide us with access to our funds. Citizens provides no methods for transferring money overseas.

Ex HSBC customer whose checking/credit account was transferred to Citizens Bank. Debit Card arrived 6 weeks late, followed by Credit Card. Unable to activate/use Credit Card as I don’t have an SSN. No communication about this from citizens bank. Excessive hold times for a customer service advisor. Luckily I was able to open another US Bank account so if Citizens are still useless in three months time I will transfer everything from Citizens to reduce the risk that this banking transfer has created. On paper Citizens Bank looks like a really good bank. But this is let down by their abysmal customer service.

I reside outside of the US and I relied on monthly wire transfers to my foreign bank. Due to streamlining operations, my account was turned over to CITIZENS BANK. First impressions are important. My first interaction with CITIZENS BANK was a phone call to get some info on how they handled international wire transfs. I was greeted by a yelling man chastising me for repeated phone calls. (I guess they have a quota) I took the high road and explained I was being proactive and looking to find out about wire transfers. She asked if I had an account number. (I did not since the bank sale was still in transition). Their operator told me to call back when I had an account....not a great start.

Am another reluctant transferee from HSBC with high frustration in the incompetence and poor service of this bank. Call center is in Costa Rica and while voices there are polite they have incomplete or inadequate training or ability to take care of customer concerns. Run don't walk from this bank. There are many others to depend on for your banking needs these days.

I can't think of another organization in America that has performed so poorly for so long for so many people. From what I can tell, Citizens Bank actively goes out of its way to make things difficult for the people who choose to bank with them. What's the point of having the bank locations in Stop and Shop if they also lock you out of your account without notice and have ZERO recourse when you need to take money out. I will say they do a good job of taking your money, they just haven't quite figured out how to give it back. As someone that hates everything large banks stand for, do yourself a favor, bank with BoA.

I was one of the few unfortunate clients of HSBC USA that got auto-transferred over to Citizens Bank in 2022. After 8 attempts to get in touch with their customer service reps, each call putting me on hold for OVER AN HOUR, I officially gave up and switched banks. The last call had me on hold for over 1 hour and 17 minutes before I just gave up. Save yourself the headache and make the switch while you can.

Stole my money, disregarded my disability, HOH, cancelled my debit card 3x without telling me, had a Gold account yet charged me exorbitant fees each month and refused to give the money back, refused to refund a check that was never cashed; had to fight them for 2 years to get it back, couldn't get access to my account for months online, gave me $1 interest on $200k, finally got rid of them after 10 years of abuse. Now with Bank of America. Thank you.

I called 3 times to this bank because I made a payment on my loan early. The site updated to the next payment cycle. I checked my bank account and here are 2 payments 2 days apart. Finally on the 3rd try of contacting these place and 1 hour wait I get a representative. Explain the situation and he states, "I'm transfer you to a loan specialist." He transferred right back to the automated system. In that message from the automated system you can make a payment but your payment will still be automatically deducted again on the payment date. I have no written document of this from the welcome packet I received from this bank. DON'T WASTE YOUR TIME!!!! This bank is full of crap!!!!

As a former HSBC customer, Citizens is a disaster. I am based overseas, so am unable to use mobile banking, send wire transfers, or register for Zelle. It took five weeks and numerous phone calls to get any checks. I am told by customer service that they are not a suitable bank for me, and that I should take my business elsewhere. But no US bank will let me open an account until I am physically in the USA. You would have thought that they were aware in buying the HSBC business that they were taking on international customers. Apparently not.

After 12+ calls most of which were disconnected, bank did not restore records of account balance and in fact the account disappeared and apparently CB cannot find it. Do not deal with this bank - its online system combined with the incompetence of their underpaid staff is a disaster!

If you have any other choice please do not choose this Bank for any of your financial needs. I opened an account about weeks back. I had $1000 transform to it. The next day my debit card wouldn’t work. I call and call, they tell me they want to close my account. I ask if I drive to the bank about an hour away can I at least get my money. He says yes of course. I drive an hour to wait an hour to be told I need to go home. I said well I’d like my money first. She said, "Sir I don’t want you to waste your time." For me going home empty-handed is a bigger waste of time.

After 25 minutes on hold - I got a person who marginally spoke English. Not too bright and very confused - but nice. So HSBC after many terrible years had me remove all my cash elsewhere (I can't even describe the horrific Mortage experience with HSBC - but that's a different topic), One day recently - I get all kinds of Citizens notices, and checks that I have six Citizen accounts opened - 4 with zero balances and 2 with 1 and 5 cents respectively. As well overdraft accounts. Well - nobody asked me about this - so I call Citizens to close them down. After another 20 mins on the phone past the hold time - I supposedly have all but 2 closed. I need to write a check for the total of 6 cents - wait two days - and call back. A complete farce.

On March 1st, we received a letter from Citizens Bank indicating that we had an overdrawn account balance of -$18.74 that was supposed to have been closed several years ago. Prior to this letter, we had not received any paper or electronic statements on this account. There was no notification that the account was still open and being drawn down by monthly maintenance fees. We were under the assumption that this account was closed, as requested, over two years ago at the New Haven branch. As a Yale University employee, I opened this account for my daughter's college loan payments, because Citizens Bank has a special relationship with Yale. When I closed the account around July 2019, it had a balance of ~ $300 that I was expecting to be returned in a check.

I got sent here because HSBC dumped all their small biz accounts. I thought it could not be any worse. But it was much worse. Transfers don’t come in, outbound gets withdrawn but never get to destination. Customer service takes two hours to connect and then transfers or hangs up. I spent the whole week on calls with them and had to keep calling back to reverify details over and over for business and personal even though I only have a biz account. As soon as I can get my funds out I will close this account. Unfortunately they put limits on what you can take out. So this might take a while.

I was lured into opening checking and saving accounts. However, both manager and employees were incompetent and didn't know which account I should open. This cost me $700 and eventually with 2 useless accounts. Numerous efforts to reach out to their customer service has also failed. This bank offers worst service, no regard for its customers and utter ignorance once their work is done. I am totally dissatisfied with their service and recommend everyone to never do business with them.

I lived in the South and never heard of the Citizens Bank before as there are no local branches here. I get their account as my HSBC account got sold to them. I had an HSBC account just because I could withdraw from an overseas ATM machine without a fee with my HSBC account. There is no incentive for me to keep the account and so I tried to close it. First, there is no good reason for the need to call to close an account. It is 2022 now. Banks just make up reasons to keep customers.

Changing a user ID or password shouldn't take more than few seconds in any website or phone app, except Citizens Bank online app or website, I wasted 5 hours, and tried to call them 3 times after being blocked or old password not valid anymore. Can't access my account any more, every website or application has the option to change password, (type old password, type new, confirm new password), Not Citizens Bank, you have to go through (forgot password) then type in all account information, then it let you type new password and confirm it, then it will say in red (check your information), again and again and again.

This is the worst Customer service you can find. You spend 6 hours on the phone trying to get through, you may or may not get disconnected constantly and have to start over. No other way to contact them. Then when you get through they transfer you to a "specialist" and if you don't have all you account info, "which isn't on your account btw" then it disconnects you and you have to start over. Waste of my time. If I had known my mortgage was going to be bought out by Citizens I would have stayed a renter. Worst company ever, no people to talk to or care you are there.

As a loyal Citizens Bank customer I was deeply offended by the treatment I received from Maria ** at Citizens Bank Office of the Chairman. I wrote a letter of complaint regarding the inability of the bank's technical department to resolve my online services issues. Rather than fixing the issue, Ms. ** demanded that I call her. After a month of leaving messages, none of which she has had the courtesy to return, the message has come through loud and clear: to the Chairman of Citizens Bank, the customer just doesn't matter.

Stay away from this technology challenged bank. It won't let me register online to pay my mortgage. I tired multiple computers and browsers. So I try calling, it is an hour wait EVERY TIME you call. First time I figure they were busy so hung up after 10min. Called back at night and since it took over an hour the mortgage department was closed. Called back in the morning and it was still an hour wait. If this is what their customer service is like, I'll never do business with them again.

This is one of the worst landing bank in the U.S. They will do the mistake and you have to take the responsibility for your payment. And they even don't care to put you in default on your credit. I will never suggest anyone to be with them. If you are on hold for customer service, good luck. They will never will pick your call or return your call even though if you on hold for more than 2 hr. Their customers services are always busy, I even don't think they have any customer service in real. Stay away from them folks.

It took almost 30 days to be denied over a factor that I should have been made aware of at the time I applied, and THE SECOND time because my first application went nowhere for almost 3 weeks despite frequent follow ups. Almost 30 days of my time and money wasted as I had to continue paying on a ridiculous student loan with egregious rates I was trying to remedy by refinancing and all to be denied when the rep who was assigned my application was clearly mentally challenged and unable to read documents or care enough to point out my ineligibility before I had them pull a SECOND hard inquiry. Worse customer service experience ever.

Customer service stinks and I'm being very nice about it. You are on the phone waiting for one hour that is completely unacceptable. I regret opening an account at this bank. I would stay away from them period!!!

There are no words for how inept and inefficient this bank is. Whether you're getting a mortgage, buying a CD, opening a bank account, or dealing with customer service, you will more than likely regret any and all dealings with this bank as I have. I had a business bank account at a local branch and at some point one of the bank employees told me I wasn't *allowed* to deposit checks made out to my name into my business account. He essentially made me open a 2nd account, a personal account, based on that lie.

To begin, you have to wait for 20-30 min to talk to a customer service rep. In June I went to Hershey park. The payment for a hotel was one price, which I was agree to pay. However I had a problem and the hotel gave me some discount. It was $141 less, than original. So, I disputed the original amount to the actual, They dismissed my dispute favoring original amount. I paid the bill in the full amount of the bill. Now, in November they want me to pay additional money without any explanation. It marked as purchase adjustment. Can't talk to the dispute department. It turned out, they don't have such a department. The rep I spoke with said, that the old disputed case is closed. So, where purchase adjustment comes from.

Today go to log on, it immediately states I've exceeded the number of log attempts allowed. Called Customer service, only get automated options. After 3 minutes of not responding, I'm transfer, stating their default reply "experiencing unusual call volume, you will wait". Finally get a agent in Costa Rica. Asks many questions, must now send a message on landline, I do not have call waiting so he cannot help. Ask for a supervisor, again I have to wait (supervisor is in another location). It is now 25 minutes on the call. Finally that agent returns, tells me he will transfer me to supervisor but must ask another 5 id questions. I do so, he goes to transfer me and "tada", I get transferred back to the original call in number and I'm back at square one of "unusal call volume" and messages telling me to use my mobile app.

I am trying to register my car here in Georgia. The DMV sent over a fax requesting a copy of the NC title so they can get me registered. I made the first attempt (Monday) to get them to fax over a copy of the title. Customers service told me to have the DMV fax over a request, which they have done twice already, still no title. I called back on Friday and spoke with a customer service rep and he tells me that they do not have the title, it was sent to NC when I purchased and registered my car there. (I know this is not True.) I then called NC DMV and the supervisor told me that is not the truth and is not how that works. She then tells me that she cannot fax over a copy to GA DMV. It has to come from the finance company. (Which I already knew).

I responded to an offer for HELOC and the overall process was very sketchy. They kept asking for documentation and repeatedly over the span of 3+ months without sharing any insight. A closing was scheduled to the load (a lower number and higher interest rate), which I declined but they willfully submitted wrong information to the credit bureau.

I have a checking account w/ Citizens Bank. I accidentally overdrew my account and was my card was allowed to remain active for a week (accumulating $430 in fees). I called the customer service # for help. Immediately was offended by the rep I talked to. Asked for supervisor repeatedly, finally he transferred me to a woman. Not sure this woman was in fact a supervisor! She was not much help either. Asked for her boss, to no avail. My service experience ended there. She advised me to go to a branch. When I went in the branch, I discover once again they were understaffed. No one with any authority to help me.

First of all, it is now impossible to speak to customer service on the phone. You have to directly deal with branches. They also didn’t process my closed home equity creating problems with a mortgage lender.

The branch at 152 Everett Ave, Chelsea, Massachusetts is the worst. Waiting in line for over 20 minutes to withdraw money, because drive thru machine always run out of money or mostly because it is always under repair (broken), poor customer service probably bad management. Going inside entrance of building only has one atm and has the same issues as drive thru. When branch is open there is another atm (fairly new) which runs out of money also, so wait in line 20 minutes to do a two minute transaction. So sad this location has for customer experience management needs to step up its bar. Right now it is at bottom. Good news is that it could be worse.

Has all the earmarks of a bank going out of business. 1 800 number leads you to an endless computer menu that takes you nowhere and gives you no answers. They have an online chat system but nobody answers. You go to the branch and you find all the drive-up windows boarded up. You go inside and get a few disinterested employees who do not wish to talk to you or even deal with you never mind hear about a problem with the bank. Run people. Don't walk away. Run. I am soon to be a 40-year former customer.

As per my experience, they are real stealers and loot all your earnings in a very fraudulent way. I have experienced with them for more than 20 years. Stay away from these looters. Don't give up your hard earned money.

They got our names misspelled. Had a limit on how much you could transfer and yet the offer demanded a certain amount in a 10 day period, yet their limits wouldn't allow for that time period. They consistently got information wrong though, went to different branches to resolve and called helpline and talked to supervisor and still could not resolve...was a waste of time...leave your money in a different bank...you may not be able to get it out of this one!!

The Greenwich, CT branch has the poorest service, poorly trained staff, English is a second language at this branch. Very unlikely to recommend to anyone! They don't respond promptly to email, or telephone call backs. If a depositor has a problem, they refer you to an 800# where you can wait 30 minutes, or more to get a human voice.

My father had a home equity line of credit with the company. After he passed away I tried to contact them regarding his account. Understandably they needed info from me to give me information. I supplied what they requested. When I sold the house and needed pay off information they would not give me any information after repeated phone calls and supplying the same info I provided before. They finally wanted to mail me the info I requested but I needed the payoff info for a closing not when our mail service could get me the account number from them. Very difficult to communicate with, would not put me through to a supervisor. Would not recommend them as a bank to deal with at all. My dad had problems with them over the course of his loan as well. NOT applying payments when he had proof of them being received, not returning phone calls when he tried to inquire, etc.., Customer service is very much in need of improvement.

Four months ago (during April), while Covid-19 was still in the upswing, I ordered through the Uber Eats app using my Citizens Bank debit card. Three different times the Uber Eats driver brought the food cold, and then on the third time, the driver brought someone along with him who was not masked up and was not wearing gloves. The bags each time were also open, or were not properly sealed. I complained to Uber for violation of Covid-19 and health food safety policies, who refused to refund my money and instead demanded I contact the business, who then blamed it in turn on Uber. I was left with no alternative to contact my bank and file a dispute with them as a recourse.

I have been a Citizens customer for many years. I ran into an issue when my mortgage company charged me twice in one month when they were only supposed to charge me once. I called Citizens customer service and said this is my mortgage company which I had many years and I have had no issue with them previously. I just need to dispute this one charge. The rep disputed the charge and then had the three bounce check fees refunded.

We have our mortgage with them and every time we ask them for something. It takes them a month to process and then they would never response, and when you call them they would say it’s denied for some bogus reason. Honestly if I knew this is what I’d be dealing with, I would’ve never bought the house.

I had an issue where OnStar was allowed to take 4 payments out of our account with expired credit card info. They were denied 8 times and then Citizens let it go through on the 9th! I called the 800 # and was told that I had to cancel my debit card and get a new one. When I refused they said they “could not help me”. The bank let the payment go through with expired info. Onstar sent the payment. I did nothing wrong. Why should I be the inconvenienced and has to run around and change my other auto payments? “Supervisor Allan Z“ helped me. He was rude, not helpful and just repeated himself and He refused to give me his employee # or full name. Worst experience. Unprofessional and a wasted of time. I spent a half hour on the phone for nothing.

So my son received 3 checks from Giant Eagle for a job he had there last year. The checks were mailed to him in May 2021. He deposited them in June 2021. These were payroll adjustment checks. They were dated in 2020 but had no "valid for 180 days" or indication that they would expire. He deposited them through the mobile app. All three were returned and he was charged 60$ by Citizens for the three checks. Two were for 5$ or less. When we went to the branch to try and reason with them they flat out said checks were no good after 180 days. If so why did they process them? Why wouldn't they reject them right away, why process them. They wouldn't explain or accept any responsibility. Of course we are disappointed. Especially disappointed at the way we were treated, as if we were dumb criminals. Time to change banks. Goodbye anticitizens.

I was in the covid relief plan for 3 months last year. My hardship ended and I resumed making payments and accepted deferral on 1/13 to move the 3 payments to the end of my mortgage. I was then told that after I make my JAN payment over the phone that I would be able to resume making payments online in FEB. I was then told on 2/12 by Jade, 3/15 by Sharon, 4/13 by Denise, and 5/10 by loss mitigation the same thing, that my loan was still being restored/setup and I would be able to resume online payments "next month"... it is always "next month". I've had enough of the lies.

I have a Home Equity Line of credit with Citizens Bank. Last month I received a two party check from my insurance company and it required bank's endorsement. I mailed the check to their main office in Rhode Island by two day Priority Mail. The check was received by the bank on May 14th. It has been three weeks since the check was received and I am trying my best to trace the check but there is no trace of this check. This is a horrible bank. I was assigned a Case # ** and Ms. Madelin ** was assigned on this case. I tried to reach her on the provided number. Luckily, I was able to talk to her after five days of continuously trying. When I tried to talk to her then she disconnected the line. This is an example of their customer service. This is a terrible bank. NEVER CONDUCT ANY BUSINESS WITH THIS BANK.

We have mortgaged through Citizens for the past three houses. Since we have our savings/checking through them also, going online to check your balances is so nice to have all your mortgage info available on the same page and location. The staff has always been very helpful and I believe they do have my best interest at heart. Only wish re-financing wasn't so darn costly.

Multiple issues with our mortgage, which we escalated to the chairman's office, and they could still not straighten out. We've now switched mortgage just to get away from Citizens Bank. Incidentally, we had a bank account with them (part of the mortgage requirement), and the service at the local branch was amazing!

Me & my spouse got a HELOC through Citizens. Come to find we can't use those checks at any home improvement store. We opened a checking acct. 3 weeks now I've no checks nor paperwork w acct#. Hard to contact.

My wife and I took out a student loan with Citizens Bank to cover the costs of her final semester in school. The total amount was almost $4,000, but with how they disburse the loans, there ended up being multiple separate loans. When it came time to repay the loans, my wife set up auto-pay, but unlike other companies, she had to set it up for each loan separately. One of the many loans was missed and not being paid. We started receiving "Thank you for your payment" emails with no other reason to be concerned. However, we were not informed through any means other than the account inbox (because everyone checks on that all the time) that one of the loans was missed. No emails, no phone calls, no physical mail, that is until the loan was already placed in delinquency.

If I was able, I would give them zero stars. They are UNSCRUPULOUS!!! They are taking advantage of students not understanding how loans work. That however is far from the worst part. They then hand over the loan to Firstmark Services. This company has a D rating with the Better Business Bureau. Yes that is correct, a D rating!!! How thoughtful of Citizens Bank to do business with a company with this reputation. Due to that choice, it leaves their customers no choice but to deal with them as well. I thought this was a trustworthy bank but I was clearly mistaken. Please look for help with student loans else where and save yourself the hardship and hassle.

I recently made multiple purchases with by bank debit card. I checked my available balance before making each purchase. Citizens Bank encourages customers to do this via landline phone, computer, or an app. I discovered days later that purchases made on March 5th and 7th never showed up in my account. In fact, two of them still haven't shown up. The displayed amount available was actually less than stated. I then saw an overdraft for around $300. I contacted my local bank and they told me to call the 1-800 number. I spoke with three reps. ALL of them said, "This isn't your fault, this happened because of a technical issue." The first rep told me that I would NOT have to pay the overdraft since this was the banks fault. The other two told me I WOULD have to pay it. I made multiple calls, got different answers or was shunted on to someone else.

Citizens Bank has extremely long wait times for customer service, the Office of the Chairman when cases are escalated are ineffective and non-responsive. I had gone into the branch located in Dorchester, MA to close my Citizens account over a year ago. I only recently learned that the Branch Manager who closed the account did not do it correctly, there was a stub of 32 cents left on account and the HELOC was not properly discharged. I've spent weeks in attempts to get Citizens to look into and resolve the matter so that the accounts are closed properly. Extremely dissatisfied with the level of service, responsiveness and banking abilities. I left over 15 messages with the person who was assigned my case and have not received a response in more than a week. Their inability to perform their job correctly has ultimately impacted my ability to refinance my mortgage.

I have been trying to reach this company for days for mortgage information. They automated everything and the callbacks are days out. If you need an answer for any issue in regards your loan... it’s a waste. Wish I could change this mortgage company and I’m only one month in.

This is the worst bank I have ever dealt with. I don't usually do reviews but I had to take the time to educate others on my experiences with this bank. While there are nice staff, one third of the staff I interacted with are either rude, answer you short (as though they do not want to be bothered), or they lie. I think the most ridiculous thing of all is that the staff are not knowledgeable and gave me incorrect information for about 80% of the time. They are too lazy to research, so they give you incorrect answers most of the time.

Interest rate is ok. Easy to communicate. After we checked with other places, we settle with Citizens Bank. They are comparatively same with other top student loan providers. Having the same loan for two students from the same household.

This bank has been nothing but mistakes since the beginning. I opened a checking and savings... Money was placed in both accounts. Never did I have access to it and at one point they told me it did not exist although it showed on a statement. They closed it and reopened it... I guess it was the same one because it never existed on the books but yet it showed up on statements. Got a letter stating that I owed $180 in fees at $30 a plot... It was a negative balance that they created because they processed the charges that were long after deposits that were made and they were never posted so they are the ones that created the negative balance. This happened several times even though they gave me a letter and told me I was no longer in their overdraft program which they abused. I'm writing this on the day I have decided to jump ship... If you're with them you better get on the lifeboat with me before the ship sinks.

I would not recommend Citizens Bank to anyone. In my experience, their customer service was unhelpful and unresponsive to customers' needs. Earlier this year, I noticed that my bank card was due to expire in a month. I called their customer service line to see when I would get a new bank card. I was told that it was already in the mail and not to worry because I should be receiving it within a week. I waited the week and, when I did not receive a card in the mail, I called them again. I was told the same thing as before and that it would be coming in a week. Finally, I called once more when the card was about to expire in less than a week. A third agent told me that it was in the mail and that it would be coming within a day or two. Surprise, surprise, it did not. My bank card expired and I had no way of accessing my own money in the account for a weekend.

I've been with Citizens Bank for almost a month now, I have a checking account. I dropped M&T and went to citizens. I absolutely love them! Fantastic customer service! I don't like the overdraft so well, but hey it's called keep your account out of negative then! :) I have nothing bad to say, I love the card! Bank locations are extremely near me which is very convenient and easy! (State of Delaware) I recommend them! So far so good.

We have been in the process of securing a home loan in Albany NY. Home Loan officers Jason ** and Stacy ** have been dishonest, incompetent and unfit to do their jobs. They have lied to us, repeatedly asked for the same paperwork and are unable to answer any questions. What should have taken a couple of months to process is now going on 4 plus months with no end in sight. They do not return phone calls or emails. Please please go with another bank. Citizens Bank is absolutely a nightmare and these two in particular should lose their jobs for the way they treat customers.

In the time I have been with Citizens Bank a number of issues have arisen, much to my obvious dismay, but the latest is the last straw. My ex-wife in the UK died in October this year (2020). Apparently she had spent the last months of her life in Rowans Hospice, a nursing home for cancer sufferers in Portsmouth, UK, where she had been well cared for. Her son by her first marriage, set up a fund for the for the hospice to which I attempted to make a donation via the Just Giving website. However, I had an email from them saying Citizens Bank had rejected the transaction simply because they are a company in England, which the Citizens Bank fraud dept regarded as suspicious.

We live in the southern country part of Delaware. Nowadays our area is booming with construction. Commercial as well as residential. The area is building literally 24/7. Our closest Citizens branch is 25 mins from home. Not a huge deal. But it becomes a larger deal when you work 6am to 4pm everyday Monday thru Saturday. That limits your options of being able to get to the bank. Yesterday I needed to get money out and was at work. So to save time and for CONVENIENCE, I wrote that in capitals because apparently Citizens Bank don’t understand that word. But anyways I sent my fiancé and stepson to go to my bank with a check that I had written for them. Cash it for me and return with the money. Upon getting there my wife goes through the drive thru and is asked to come in.

The bank has made several mistakes and has not corrected them even after months of visiting and calling the local branch and calling the corporate office. They stopped sending me monthly statements not by my request and continued to charge me. Although I tried to correct at local bank they never did fix the mistake. They randomly linked my husband's account to mine. Then prevented payments for school Tuition from going through which quickly started to accrue fees. We would call. They would say they fixed it and it still wouldn’t work. The branch refuses to take ownership. They send you to a corporate number and then you are ignored. This has gone on for many months. I have since closed my account.

Nothing they offer or say is true. I received multiple mailings offering great rates saying I was pre-approved for a mortgage. I met every requirement and more for a construction loan. They were even going to match other mortgage companies' rates! Like I said, nothing they offer or say is true! After I paid $750 for an appraisal that came in extremely low, I waited weeks for replies to my emails. And when they did reply, I had to remind them of my loan details and resubmit documents I had submitted weeks earlier. Finally, silence for another month. Three months after I applied, I received an email from my mortgage salesperson saying I should apply somewhere else. Reason? They couldn't verify my income. My w2's that the government accepted for my taxes was not proof enough for them. They never intended to process or approve my loan in the first place. They took my $750 for the appraisal and they were done.

I have had Chevron/Visa card through this company for a couple of years. Never late on payments always overpaid. My limit was $1500. I paid them $1200 in June in August they lowered my limit to$330. I have 0 balance on all my other cards with other companies. I got the same lame excuse. Not enough real estate, high credit usage, etc. Unless they paid off my $458,000 home that's not true. My other cards have 0 balances. Before applying for credit anywhere make sure they don't use SYNCHRONY BANK. They did the same thing with my Sam's Club account.

I really liked the branch close to me but they closed it down, and the closest branch was 25 miles away from me so I got a bank closer to home. I properly had closed my accounts in May 2020. They were trying to get me to pay service charges on the account that I had properly closed. I spent an hour on hold before and another half an hour getting the charges taken off. The gentleman who helped me was very understanding and did a great job getting the charges removed. Is this how they treat all former customers or just me?

This bank has been our bank for almost 27 years. When we moved to NH we started with them and have remained with them since. Customer Service is fantastic. I will say during this Covid-19 it has not been always easy to reach them by phone due to high call volume, but always very helpful. Also the financial group they have is great as well. They meet with you at your appointment time, and if you do not call to make an appointment they are calling you to set one up. Great bank overall.

During my own experience with Citizens Bank attempting to obtain a mortgage, the appraisal came in more than $40,000 lower than the value of the home. After reviewing the appraisal report, it did not take into account that the home - which is in a flood zone - was raised more than 10.6 ft into the area and was FEMA compliant. This renovation significantly reduces insurance requirements and is an expensive renovation, ranging from $50k-150k. They refused to change the appraisal and refused to refund the appraisal fee despite their obvious mistake/completely dissimilar comps.

Handled by Loan Officer Jordan **. If Citizens bank believes that a preliminary deal will not go through or will not be beneficial to them, they will drop you and never follow up with you... Tried reaching out to Citizens Bank Heloc applications department because the above officer was not responding for several weeks; on hold for 1.5 hours. Called back in the morning the next day. 1 hour on hold. Sent multiple emails, called several times, left voice mails to the person above...never responded. Reached out to him a month later. Said he would follow up the next day. Did not follow up. Wasted 2 months in total because of this person and citizens bank practices. I do not like leaving bad reviews but it is not right for people to be treated this way. I would suggest to AVOID dealing with Citizens bank on any home loan products.

Deposited state govt. Unemployment check on 7/31 $2450.00. Was told funds would be available Today the 4th when I went there yesterday. NOPE never told me up front they hold all checks for 7 business days. MY other bank I deposited the $7560 was available that day instantly. I owe a friend money and now can't get it to him until the 10th. He understands the problem. JUST make sure when you open account at reg bank you get everything explained written and signed that day.

The staff in both locations I go to remember me and are always nice to me. Their financial advisor was very helpful during these crazy stock market times. I am not charged any fees but I do have a substantial balance in the bank so that might not apply for everyone. I enjoy the drive through options as well.

This is THE WORST BANK IN THE STATE OF VERMONT. HORRIBLE customer service OVER AND OVER AGAIN. The people at Williston, Vermont are NOT at all helpful. This is the latest incident: My debit card has an expiration date of 08/20. I called because an online seller at the end of July said 'oh you need a new card'. So I call Williston, VT branch. The branch employee INSISTED that the debit card was good through the month of August. I explained I was LEAVING on a trip Aug. 4 and I would need to use that card. Today, Aug. 1 my card was declined at a store. So I travel 30-minutes to Citizens Bank ATM to draw out cash. GUESS WHAT? ATM will not give me my money and the branch is CLOSED. I call 800 number and the woman says 'oh your card is no good' (EXPIRED). Oh and did I say they wanted to charge me $12 to have a new card issued?

I deposited a rather large check into my account at a kiosk (COVID or else I would have been at the bank itself). The machine did not deposit the check and never returned it to me. After a lot of panic and calls to file a claim, I asked the check issuer to please go head and cancel it since I was not comfortable with a check sitting in a random ATM. I asked for Citizens to please reimburse the check issuer for the $25 cancellation fee and they refused. Told me I should have kept the claim open and not have cancelled the check. I am sorry I did not want to leave a check stuck in a machine and felt it was my duty to tell my tenant what happened and perhaps to cancel it. I am glad I have someone's best interest at heart because Citizens Bank sure does not do the same for its customers. Over and out, I will drive 45 minutes to the Chase bank to avoid giving them any of my money. I suggest you do the same.

I had 2 fraud claims on my debit card which were summarily denied. I refiled and was again denied. Was never allowed to speak with the examiner who denied my claims. Apparently Melissa ** in the office of the chairman is as high as you can go. I am 74, made none of the 10 disputed cash withdrawals, yet my bank (where Your Security is Our Priority) says I did and I am not getting my $500+ back. I have proof it couldn't have been me, but was given no opportunity to provide it. After the first 8 transactions were disputed, they sent me a new card which was immediately hacked for 2 more cash withdrawals. I am so out of that bank. Horrible experience over almost a month trying to get my money back. I am resigned that I will never see that money. Wish this bank could be stopped from continuing these predatory practices.

Worst mortgage experience of our life that we will be reeling from for years. Citizens Bank pulled their financing after issuing a commitment just days before our closing in late March after the Covid virus temporarily shut down our business. We had 130% of the entire purchase price in liquid savings and would have been able to make years worth of on-time monthly payments from our savings in a worst case scenario.

I deposited a $5,000 check from my mom's estate account. The teller originally told me that the check would clear as a customer courtesy the next day. It did not. I called the 1-800 number and they told me I needed to call the branch manager where I deposited the check. She said the funds weren't verified. I called the next day and asked why didn't the check clear because it already cleared my mom's estate account. I was told by a person who kept saying he was a branch manager for many years that they had to protect me and the bank.

If I could give 0 stars, I would do so. Avoid working with them at all costs. 3 WEEKS AGO my identity was stolen and a fraudulent account was set up through Citizens Bank using my information. I immediately alerted Citizens Bank and was given a case number and an employee dedicated to my case. 3 weeks later, I still have NONE of the issues resolved -- the account is still open and not restricted from use. I've been given ZERO information about progress on the case/investigation, and have also not received any indication of my liability for additional fraudulent activity on the account despite my multiple attempts to get this information.

If I could give zero stars I would. Reprehensible credit card company/bank. I have been a customer since 1992. I've been fortunate not to have to use any credit cards for awhile so therefore haven't charged anything. Today I received two letters in the mail (regarding two different credit cards I had with them) to tell me that my cards have been closed due to inactivity. Yes. You heard that right. I did nothing wrong. I paid every bill on time. And I received no warning letter prior to this to inform me that this might happen. They simply, undeniably pulled the rug out from under my feet. No warning at all.

2 counterfeit checks were cashed on my account totaling 4980.00. These checks looked nothing like the real ones, no waterproof mark, my signature didn't match at all. I filed a claim with the fraud department and my claim was denied.... Reason: they cashed them in good faith and I told them too late... Now my question is... If I told them let's say a day after would they have owned up to their carelessness... Good faith??? I entrusted them with my funds in good faith.