Citizens Bank
Reviews and Complaints

Well I am really shocked! I recently opened up a Citizens Bank account I was very excited because it's not far from my house and I thought it would be very convenient. I ran into an issue where I needed a money order ASAP. I ran to the bank to get one thinking that because I'm a customer I would not be charged a large fee but boy was I shocked when I was told to get a money order it cost me $5! I think this is totally ridiculous! Being a customer you think you would have some benefits. I think this is just wrong! Perhaps they should take a look at this because that might make a difference between someone signing up with this bank or not signing up at this bank. If I knew this earlier I never would have signed up with them.

I'm trying to sell my car to a dealership and not trade anything in but citizens will not give me the authorization to sell, 30 day payoff or copy of the title.

Also, for some reason they live in such an archaic system that they are unable to email anything. They have to mail it directly. Usually this would not be a problem but I'm in the military stationed overseas and that wait time on mail is too long to complete the sale with the dealership.

It just blows my mind that's it's so difficult to pay off an auto loan through citizens. Their rebuttal was to pay the car off and they would send the documentation . For one, if I paid it off, I obviously wouldn't need that documentation. Two, I need to sell it to the dealership to pay off the loan. Again, they won't provide the documentation needed to sell to a dealership so now I'm stuck with this vehicle.

I've done the exact same process through Andrews FCU and Langley FCU and had zero issues. Citizens banking processes and customer service to not fit for the modern day loan issues.

Very, very, very disappointed with Cotizens procedures and will certainly advise anyone I know to not do business through them. It's clear that they could care less about their customers and more about their bottom line.

I ordered a new bank card Monday (06/18) I was told it would 5-7 business days- That would give me enough time to still pay rent online due tomorrow(06/29). Mail arrived yesterday 06/27 (7th business day) and there was no card. I called again to see what the issue was and they said sometimes it arrives on the 8th day- i urged them as i have rent to pay this is extremely important. Mail arrived today- no bank card i go into to the bank and he informs me it is never 5-7 business days its ALWAYS 7-10 business days.
Firstly- how do you expect your customers to wait over 2 weeks for a new bank card when other banks can issue a new one the same day. Second I was misinformed not once but twice over the phone. Third both yesterday on the phone and today in person there was no offer of resolution or help of any kind and I only knew to order an emergency one by co-worker informing me.
Now i've had to cancel the one issued and order an emergency one due to arrive tomorrow which means it will arrive while at work and I wont be able to activate it until at least 6 pm which is cutting it extremely close considering rent due tomorrow

I had been with Citizens Bank almost 10 years before I decided to transfer to a bank that was closer to my residence. Never had I over-drafted in all those years. When I went to work on closing my Citizens account I was assured that there were no pending transactions and therefore I transferred the money from Citizens to my new bank. After business hours, I'd say approximately 8:00 p.m.), preauthorized debits hit my account and over-drafted it. At 9:00 a.m. the following morning (the bank opens at 9:00 a.m.) I immediately put the entire amount that was over-drafted back into the account. At that time, no overdraft fees had been accrued and my account was at a (0.00) balance. Within the hour, I checked my account and had $140.00 negative due to overdraft fees. I contacted the associate who I dealt with that morning who assured me via email that he would get the $140.00 refunded making my account balance (0.00) again (I have this in writing). After emailing multiple times and calling numerous times over the last 6 days, I finally reached the bank manager who said they're not able to refund me because it was "not the bank's error." So the bank lied to me for almost a week as I waited for this refund and it took me hassling them to even get an answer. I have in writing the bank saying they will refund the entire $140.00. On top of that, Citizens Bank overdraft policy states that if the entire over-drafted amount is placed back into the account the same business day then no fees will occur. These transactions posted long after business hours so how was I supposed to place the money back into the account that same "business day" when the banks were closed and a transfer takes a day or so? I am very upset that Citizens Bank gave me the run-around and despite telling me they would refund the fees are now going back on their word. I just want the $140.00 refunded.

Waited in line for over 20 minutes, looking to cash a check. When I got the counter and said I wanted to cash a check the teller told me she couldn't do it because they did not have any cash. The teller never even looked at the check to see the amount until I stated "you didn't even look at the amount". I explained I had waited for 20 minutes in line and that it would have been nice to know that the bank is out of cash so that everyone in line did not waste their time. This is not my first bad experience with Citizens Bank.

Branch:
259 Main St
Stoneham, MA 02180

Hello,
I was a customer at citizens bank for about three years and was the worst experience! My parents who have been there for over thirty years took all the accounts out of there also. I closed my account due to the amount of charges this bank fees are. After my account was closed for two months I received a letter from them stating I owe them 2100 dollars for supposedly a check that was not cleared. As I understand a check will not be available to you for 24-48 hours, due to make sure it clears. The check they are talking about was in my account for three day prior, so if it didnt clear why was the funds there?! Now I am dealing with them putting this at a check system which means I can't open a checking around. Can someone help me or tell me how I can get this taken care of! Thank you

Since when will a bank not give you change?

Needed quarters to do laundry, so I walked to the laundromat at the bottom of the hill, only to see a sign that said "for customers only violators if caught will be prosecuted" so doing the right thing I left and went to the citizens bank next door. When I got to the counter I asked for $4 worth of quarters. The teller asked if I had an account there, I said no and she said she couldn't give me the quarters! Unbelievable! Now mind you I was in this same bank about 2 weeks ago and handed the teller a $20 and asked for a tool of quarters and they gave them two me and gave me back a $10. No questions asked! It's not like I was trying to get a check cashed. That I can understand, but asking for quarters for 4 $1 bills. It's a bank right! They have money (quarters) right!

It just reminds me why we left citizens bank many years ago!

I went to the bank today asking one of the teller if I could change my $20 bill to large bill. I was told No. I ask her when did this policy start? She said at the beginning of this month. Large currency are for customer who want to cash their check. Really! Then I am not customer? I have been a customer for so long( close to 20 years). Maybe I should take my business elsewhere.

I had a student loan from 8+ years ago that was forgotten. Over the past 7 years, I have not been contacted once by Citizens Bank or any third parties regarding this loan. After umpteen years of being a loyal customer, all of my money was removed from my account. I called the customer service hotline and stated I could have made arrangements to pay if I had prior notice, but was told I would receive no help. I stated that I had utility bill checks in the mail and have no money now to cover these bills, nor can I get food for my daughters, and there was no compassion at all. I can not believe that I am being left with absolutely nothing in my account. How can I provide for my children. I would have been completely fine with making payments to them if I had only been forwarned. Shame on you Citizens Bank!

As a citizens bank customer I am disappointed in the problem solving that does not happen immediately. If someone does not have funds in their account citizens bank should not allow transactions to go through therefore allowing a customers account to become negative. This has happened to me numerous times even when I've asked several times to be opted out of the overdraft discretion. Apparently the system as the representative states chooses which transactions can be accepted even if you don't have funds available allowing accounts to overdraft. It will ofcourse allow a transaction of 7.00 go into overdraft but not a transaction of $100.00. Its very biased, and makes banking difficult. The other issue is that a representative states you have to keep a hand written list of your transactions and deposits and withdrawals in order to know exactly what and when things are posted to your account! What is online banking for is my next question? Why am I able to check my balance over the phone If the information provided is inaccurate?

I am a bank customer. I am now overseas and I need to access my accounts in the bank. I was accessing my accounts daily untill yesterdaythrue the link http://www.citizensbank.com/online-banking/
Today I have an errror message
Access Denied
You don't have permission to access "http://www.citizensbank.com/online-banking/" on this server.
Reference #18.de508c4f.1527333211.541f6895
I have tried using VPN but got the sams message please help. did the bank block access to it from overseas. I am in Egypt

What a complete joke. I've used my card with the same pin multiple times, when to dollar tree to get some stuff and my card was declined because I had "invalid pin", so I get on my phone as soon as I walk out of the store, dial the number and talk to a representative who told me they have no access to pins, nor could she send me a link via my email account attached to my account to reset and she said i'd have to wait 5-7days to get a new pin in the mail. The representative just reiterated exactly what I said and was really no help whatsoever. Starting to miss chase a hell of a lot more.

Citizen's Bank is the worst bank I've dealt with in my life.
I had some issues over 5 months ago. I had to close and open a account because it was compromised. It took about 1 month to get my new account assigned with new numbers. I had spoken to several different service reps and I was being told something different every time. this went on for a month and I was finally able to find the 1 person who was the most helpful. She knew her stuff. While all these other service reps didn't know there name or the time or day. 1 person was snoozing on the phone. My account was finally open. During this time I had filed a dispute for a list of charges on my account. I was disputing these charges for unsatisfactory services and products. Since customer service lacks the ability to listen and follow instructions they decided to file the dispute for authorized/unauthorized charges. That must have been done a I hung up the phone and was told it would take 7-10 business days for a temporary credit to show up on my account. I waited 10 days and no credit was applied. I called up to find out what was going on. They had told me my dispute was dismissed. I asked why and they told me the merchant provided documentation showing I authorized the transactions. I said that was not the way I wanted it disputed. I was told I would have to refile the dispute all over. So I did. and was told the same thing again about waiting 7-10 days. After I made it clear on how I was disputing the charges for unsatisfactory services and product. After the waiting period was over I had to call again for a response because they ere not responding with a answer. So I again I called and they said it was dismissed. It was filed again for the reason of authorized transactions and was not filed according to my instruction. I am out for the amount of around $5100. While all this was going on I was still banking with them. I was using a App to deposit checks since they do not have very many bank or ATM locations near by. I had been using the App for several deposits and it was working fine. I tried depositing a check the 1 day and was having problems with it and was not functioning properly. So I went completely out of my way and went to a ATM with y fingers crossed since ive stopped at that location several times to find the ATM out of service. It worked for once. Or so I thought. I deposited the check for $1100 and for some reason im not sure when I received the receipt it showed a deposit of $7100. Not sure if the buttons were sticking or what happened. After I looked at the receipt and the check image I knew something wasn't right and called customer service up to alert them. They were not very competent again. The service rep had confused the amount several times and I had to repeat myself for him to understand the right deposit amount because he was confused. That deposit screwed up the issuers account and made him furious over the whole situation when $7100 was withdrawn from his account and made other checks bounce while he is waiting for the correction to happen. CITIZENS BANK IS INCOMPETENT TO UNDERSTAND YOU AND PROCESS THINGS TO THE WAY YOU INSTRUCT THEM.

The problem began when i made a bank account i asked my banker if i could make an account without any fees and she said if make this account and make one deposit a month i will not get any fees. After doing that for a month or two i noticed i was getting fees that were not related or that i have been warned about before. i went to the bank and she explained it was under the folder she gave me that describes the fee but i told her i didnt want one with fees and she should have never made me an account then. She handed me that folder after i had already signed with the bank. I tried to close my account but only my savings was closed. So I go home and a noticed SHE NEVER RETURNED MY BANK CARD! Needless to say my checking went overdraft and now im -200 . 100 dollars being fees that i want rescinded. They tore up my card and threw it away after stealing it and now i cant even pay my fees and it keep going up! I REFUSE to pay 100 of it.

I went to open a checking account at a local branch and was denied due to my new York state learners permit did not qualify as a id. It states my name, address, dob, and expiration. I contacted the DMV and they stated it is considered id and a temporary drivers license. I don't understand how it's not a form of id. I have been able to open a bank of America account with it and also been able to apply for credit cards. This is ridiculous and it makes me not even want to refer anyone to citizens. It's wrong for someone to be turned down just because it's a permit rather then a id card which is considered identification and a temporary license.

I called Citizens Bank Recovery department in reference to a loan I cosigned for on 04/10/2018. The account number is 0004 with a balance of $8, 867.00. I called to discuss possibly getting a Military forbearance due to the borrower [name removed] being in active deployment. The lady I spoke with was rude and she said that I couldn't send his orders because the account was in recovery. I told her I only received one notice from Stillman Law firm which the account had been sent to them which they are debt collectors. She informed me that [name removed] had been getting the mail sent to him that's how they do it. I told her I didn't think that was fair due to what if the two may not communicate with each other. I do not feel that the cosigner should suffer due to not knowing about notices being sent. So, she said I had to set up a payment plan basically, since I could not pay for the entire loan. I asked her how much she said at least $50 a month I told her that was too high for me right now and I cannot take on a payment tat high I offered to start with $10 a month or at least $20 she said no it had to be $50 and said to call them once ready to make a payment. She was rude and she does not know my financial information and if a person is willing to pay what they can to be in good standing I feel that I should have been allowed that. Also, I do not understand this man is serving his country and you have no sympathy to that. I am highly upset. This was about student loan

I went into the bank on transit rd in lockport ny on 4/3/2018 and the business banker name Donna told me while i was finishing my transaction. Wayne you are a male prostitute. I think Donna has developmental disabilities. I don't even know Donna. Some of the people who are working in lockport ny have have developmental disabilities. Her desk is near the door of the bank.
I ask the bank teller what her name was.

Warrington branch totally worthless, clueless people - have been a customer for many years but that is going to change. was charged interest for 2 months after paying off in full an equity loan. Went to the branch on 3/27/18 person at branch had no clue to the reason. Why is she working at the bank!
Paid the full amount listed off in february then after saw a charge for over $175 and paid that off assuming it was interest - then on 3/22 had an automatic interest deduction of over $144.

Need to find a bank where employess have a clue about banking.

Our company keeps quite a large amount of business at Citizens Bank, Probably 15 million or so all together. The Royal Oak branch has gone down hill TREMENDOUSLY since the leaving of the last few bankers at the beginning of 2018. They have made it difficult to communicate. The manager doesn't respond to emails and will then brag about not responding. They NEVER give an estimated wait time on anything we ask for and its really not all that much. We have been more than willing to follow whatever rules they must follow for audit however its at the point where they are adding their own rules. Saying for business accounts we must keep a minimum of 100 dollars in new accounts or they will close, when online it states that there is no balance requirements (Obviously we have something in the account to start until the first deposits come in). Is this the way all of Citizens Bank operates? Lies and terrible customer service? The branch manager has taken multiple conference calls on speakerphone while at the teller line with customers in the branch. When we walk in we are not greeted, but instead we stand quietly until someone finally says they can assist us-even if I am the only one in the branch. There is no life in the location and frankly were starting to consider moving all of our accounts despite the fact that there are HUNDREDS-THATS how bad this location is. Amy Stan is condescending and quite rude most every time that I talk with her, and she is the one telling our runners that more money needs to be added to the account when it says differently online. All this aside, when we had an issue regarding my partners accounts instead of ANYONE getting back with me, I had to call almost everyday to even try and talk with me, I told multiple bankers who showed me they had relayed my message to the regional and she did NOTHING about it. Not even a call. The regional acts like customer service is beneath her in her role and therefor -she shouldn't have it. The only people that once made that branch and location acceptable to go to have gone.

Citizens charged me an over draft fee for a 21 cent over draft. on Thursday Jan. 8th then the $35 fee they took shorted my acct and 2 other checks had 35.00 over draft fees. so basically they charged me 105.00 for a.21 cent over draft. and to top it off, my direct deposit was made the very next morning (weekly on Fridays). Lets see what kind of interest Citizens charges for a.21 cent loan for a day at 105.00 (overdrafts) or interest.
Im a 15 year account holder and a weekly direct deposit. I went to a branch to complain and was refunded 2 of the 35.00 over draft fees. I want my other over draft fee returned. geez you could have called me and I would have come by with the.21 cents I work right next door. This is totally unacceptable and I was told if the charge that over drafted my acct was 5.00 or less even if it left me -4.99 there would be no fee. so my check cashed for 6.00 I only had 5.79 in the acct which only over drew me 21. cents - if the charge was 5.00 with 0 in the acct and over drafted me 5.00 theres no fee - how is that even logical?
Deborah McMillan
Acct # [protected]