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Citizens Review

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Michael Graw
Michael Graw
Sep. 14, 20224 min read

Citizens summary

Citizens is a national bank offering private student loans for undergraduate, graduate, law, and medical degree programs. International students can qualify with a US-based cosigner. You can choose your repayment plan, including whether you want to make interest-only payments or defer your payments. Citizens also offers multi-year loan approval, so you can get a new student loan each year of your program without a new application.

Pros

  • Flexible repayment plans
  • Multi-year loan approval
  • Loyalty discount for existing Citizens account holders

Cons

  • Rate not locked in for multi-year loan approval
  • Most branches are in the eastern US
Citizens at a glance
4.6

Editorial score

Online experience

Has learning resources, access to rates, mobile app

5.0

Customer services and support

Multiple ways of reaching lender, wide range of hours

4.0

Repayment flexibility

Offers multiple repayment plans- but no special repayment programs

4.0

Eligibility

Loans available to all credit types, income levels, and students

5.0

Variety of Loan Types

Offers all loan types

5.0

Citizens Citizens Visit Site

Overview

Citizens is a Rhode Island-based bank that has been in business since 1828 and has more than 1,000 branches across 11 states. The bank offers private students loans for degree-granting programs across the country, including undergraduate, graduate, law, and medical programs. It has an A+ rating with the Better Business Bureau.

Suitable For?

Citizens is suitable for undergraduate and graduate students who are enrolled at least half-time in school. Its student loans offer competitive interest rates, especially if you already have a Citizens account and qualify for a 0.25% rate discount. Loans are available for undergraduate and graduate students, including students in law school and medical school.

Citizens serves not only US citizens and residents but also international students with a US citizen or resident co-signer. Since the bank accepts cosigners and allows deferred payments on private student loans, it is suitable for students with little income while in school.

Loan Features

Here are a few key features of Citizens’ private student loans:

  • Multi-year approval: You can be approved for annual loans for up to 4 years, so you don’t need to reapply and undergo a hard credit check at the start of every new school year.
  • Flexible repayment plans: Citizens enables you to choose between making payments immediately, making interest-only payments, or deferring payments until after you graduate.
  • Cosigner release: You can remove a cosigner from your loan after 36 months of consecutive payments.
  • No prepayment penalty: Citizens doesn’t charge fees if you pay off your student loan early.
  • Rate discount: Existing Citizens account holders receive a 0.25% rate discount.

The Application Process

You can request a quote for a private student loan online. Getting a quote does not impact your credit score.

If you want to proceed, you can apply at Citizens online or in person at a bank branch. You will need to submit proof of residence, proof of income, and proof of your enrollment in an eligible degree program. If you have a cosigner, they will need to submit proof of residence and income. You and your cosigner will also need to undergo hard credit checks.

Eligibility Requirements

Citizens requires borrowers to be US citizens or residents. International students can also apply but must have a US citizen or resident cosigner. All applicants must be enrolled for at least half-time in a degree program and have no previous student loan defaults. 

Loan Rates

Citizens offers rates from 3.25% - 9.69% APR, and existing Citizens account holders receive a 0.25% rate discount. Your rate will depend on various factors, including your credit score, whether you have a cosigner, how much you need to borrow, and what repayment plan you select.

Repayment Terms

Borrowers have 3 options to repay student loans from Citizens. You can start making payments immediately, make only interest payments until after graduation, or defer all payments until after graduation. Citizens offers flexible repayment terms.

How Safe Is It?

Citizens has been in business for nearly 200 years and has an A+ rating with the Better Business Bureau. The bank uses encryption and biometric tools to keep your online financial information secure.

Customer Service

Citizens offers customer support by phone, email, and live chat from 9am-4pm (ET), Monday-Friday. You can also visit one of the bank’s more than 1,000 branches to speak with a loan officer in person.

How Citizens Compares


CitizensCollege AveSoFi
APR3.25% - 9.69%
2.94%-12.99%2.99% to 10.66%
Minimum credit scoreN/A640None
Loan amounts$10,000-$350,000$1,000-Full cost of degree$5,000-Full cost of degree
Accepts cosigners YesYesYes
Suitable forInternational studentsStudents with good creditStudents who want flexible repayment options

 

Summary

Citizens offers private student loans with rates from 3.25% - 9.69% APR. This bank’s offering is unique in that it’s open to international students with a US citizen or resident cosigner. In addition, you can be approved for an annual loan for up to 4 years, so you don’t have to reapply at the start of every school year. Citizens offers a selection of repayment options and doesn’t charge prepayment penalties, and you can manage your loan online.

Methodology

This review was created using information from the Citizens website and the Better Business Bureau.

Citizens Citizens Visit Site

Disclosures

ERL Variable Rate Disclosure: Variable interest rates are based on the 30-day average Secured Overnight Financing Rate (“SOFR”) index, as published by the Federal Reserve Bank of New York. As of September 1, 2022, the 30-day average SOFR index is 2.23%. Variable interest rates will fluctuate over the term of the loan with changes in the SOFR index, and will vary based on applicable terms, level of degree and presence of a co-signer. The maximum variable interest rate is the greater of 21.00% or the prime rate plus 9.00%.

Fixed Rate Disclosure: Fixed rate ranges are based on applicable terms, level of degree, and presence of a co-signer.

Lowest Rate Disclosure: Lowest rates are only available for the most creditworthy applicants, require a 5-year repayment term, immediate repayment, a graduate or medical degree (where applicable), and include our Loyalty and Automatic Payment discounts of 0.25 percentage points each, as outlined in the Loyalty Discount and Automatic Payment Discount disclosures. Rates are subject to additional terms and conditions, and are subject to change at any time without notice. Such changes will only apply to applications taken after the effective date of change.

Student Loan Rate: Variable interest rates range from 3.25% - 10.35% (3.25% - 9.69% APR). Fixed interest rates range from 4.24% - 10.59% (4.24% - 9.93% APR)

Loyalty Discount: The borrower will be eligible for a 0.25 percentage point interest rate reduction on their loan if the borrower or their co-signer (if applicable) has a qualifying account in existence with us at the time the borrower and their co-signer (if applicable) have submitted a completed application authorizing us to review their credit request for the loan. The following are qualifying accounts: any checking account, savings account, money market account, certificate of deposit, automobile loan, home equity loan, home equity line of credit, mortgage, credit card account, or other student loans owned by Citizens Bank, N.A. Please note, our checking and savings account options are only available in the following states: CT, DC, DE, FL, MA, MD, MI, NH, NJ, NY, OH, PA, RI, VA, and VT and some products may have an associated cost. This discount will be reflected in the interest rate disclosed in the Loan Approval Disclosure that will be provided to the borrower once the loan is approved. Limit of one Loyalty Discount per loan and discount will not be applied to prior loans. The Loyalty Discount will remain in effect for the life of the loan.

Investors Bancorp, Inc. Loyalty Discount: To receive the Loyalty Discount for having a qualifying account with Investors Bancorp, Inc., borrowers must contact Citizens by telephone prior to signing the promissory note. Student loan borrowers please call (877) 291-6385 and education refinance borrowers please call (888) 411-2413.

Automatic Payment Discount: The borrower will be eligible for a 0.25 percentage point interest rate reduction on their loan if the borrower or their co-signer (if applicable) has a qualifying account in existence with us at the time the borrower and their co-signer (if applicable) have submitted a completed application authorizing us to review their credit request for the loan. The following are qualifying accounts: any checking account, savings account, money market account, certificate of deposit, automobile loan, home equity loan, home equity line of credit, mortgage, credit card account, or other student loans owned by Citizens Bank, N.A. Please note, our checking and savings account options are only available in the following states: CT, DE, MA, MI, NH, NJ, NY, OH, PA, RI, and VT and some products may have an associated cost. This discount will be reflected in the interest rate disclosed in the Loan Approval Disclosure that will be provided to the borrower once the loan is approved. Limit of one Loyalty Discount per loan and discount will not be applied to prior loans. The Loyalty Discount will remain in effect for the life of the loan.

Multi-Year Approval: Funds available for future use are subject to a soft credit inquiry at time of your next request to verify continued eligibility. After we make the initial Loan to you, we may refuse to allow you to take out additional loans under the Multi-Year Approval feature, terms and conditions will be outlined in your promissory note. Please Note: International students and non-citizens, including permanent residents, are not eligible to receive an offer for Multi-Year Approval.

Co-signer Release: Borrowers may apply for co-signer release after making 36 consecutive on-time payments of principal and interest. For the purpose of the application for co-signer release, on-time payments are defined as payments received within 15 days of the due date. Interest only payments do not qualify. The borrower must meet certain credit and eligibility guidelines when applying for the co-signer release. Borrowers must complete an application for release and provide income verification documents as part of the review. Borrowers who use deferment or forbearance will need to make 36 consecutive on-time payments after reentering repayment to qualify for release. The borrower applying for co-signer release must be a U.S. citizen or permanent resident. If an application for co-signer release is denied, the borrower may not reapply for co-signer release until at least one year from the date the application for co-signer release was received. Terms and conditions apply. Borrowers whose loans were funded prior to reaching the age of majority may not be eligible for co-signer release. Note: co-signer release is not available on the Student Loan for Parents or Education Refinance Loan for Parents.

Student Loan Aggregate Limits: You may borrow up to the maximum qualified loan amount or the total cost of education, whichever is lower. Our student loan does have lifetime aggregate limits (including both federal and private loan debt) of: Undergraduate Degree: $150,000, Graduate Degrees: $150,000, MBA and Law: $225,000, Healthcare: $180,000 or $350,000 depending on your degree (Aggregate limits up to $350,000 for MD, DMD/DDS, OD, DO, DPM, PharmD, and DVM degrees. Aggregate limits up to $180,000 for cardiac perfusion, chiropractic, cytotechnology, nurse practitioner, occupational therapy, physical therapy, and physician assistant degree).

Student Loan Repayment: Student borrowers can make full payments or pay interest only while in school or defer payments until after graduation (interest continues to accrue during deferment periods).

Student Lending Eligibility Criteria: Applicants must be a U.S. citizen, permanent resident, or eligible non-citizen with a creditworthy U.S. citizen or permanent resident co-signer. For applicants who have not attained the age of majority in their state of residence, a co-signer is required. Citizens reserves the right to modify eligibility criteria at any time. Citizens private student loans are subject to credit qualification, completion of a loan application/Promissory Note, verification of application information, and if applicable, self-certification form, school certification of the loan amount, and student’s enrollment at a Citizens participating school.

Student Loan Eligibility: Applicants must be enrolled at least half-time in a degree-granting program at an eligible institution.

Student Loan for Parents Eligibility: The student whose education expenses will be paid for with the loan proceeds must be a U.S. citizen or permanent resident and must be enrolled at least half-time in a degree granting program at a Citizens-participating school.

Student Loan Repayment: Student borrowers can make full payments or pay interest only while in school or defer payments until after graduation (interest continues to accrue during deferment periods).

This informational repayment example uses typical loan terms for a freshman borrower who selects the Deferred Repayment Option with a 20-year repayment term, has a $10,000 loan that is disbursed in one disbursement and a 9.73% fixed Annual Percentage Rate (“APR”): for a total amount of payments of $22,739.37. Loans will never have a full principal and interest monthly payment of less than $50. Your actual rates and repayment terms may vary.


Michael Graw
Written byMichael Graw

Michael Graw is a Bellingham, Washington-based writer focusing on finance, tech, and science. His work has been featured in print magazines and high-impact websites. He writes for BestMoney and enjoys helping readers make sense of the options on the market.‎

Citizens
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  • author
    Joseph Domingo
    Aug 01, 2022
    Helpful team and service

    I found the team very helpful while applying for a mortgage with them. Their website portal can do with some updating but I found it to do what I need.

    ...

  • author
    Taylor TILOCCO
    6 hours ago
    This bank is the absolute worst

    This bank is the absolute worst. They freeze my card constantly and it is always a long drawn out process to get my card turned back on. It doesn't even let me turn it back on through the app. Not sure why they even have that function if you can't turn the card on yourself.

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  • author
    Marie Durogene
    Jan 01, 1970
    Someone accessed my account and changed…

    Someone accessed my account and changed the pass word an logon identification. My calls are cut off. I tried to pay for a small transaction at the supermarket. My payment was rejected. Their bank to bank transfer page does not work. Extremely long wait to reach a person. Now my calls are cut off?? I am overseas. I am not walk into a branch to solve the issue.

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  • author
    Michael Lima
    Sep 22, 2022
    Incompetent

    Have spent almost 2.5 hours on the phone trying to get them to correct my account number in Pay Bills so that my payments don't bounce. I am now on the 7th person who is attempting to figure it out. Customer Service and IT are the worst.

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  • author
    Bob G
    Sep 22, 2022
    I'd give them a zero if I could

    I'd give them a zero if I could. I've been waiting almost 1 month for a balance transfer check to be removed from my account. The check was never used yet they still charge me for it. There is one check I did use but not 2 and I'm tired of waiting for a credit. They are by far the worst credit card company I've ever done business with. Once my card is paid off I'm cancelling the card immediately. As for customer service when you call you get to wait at least 20 minutes before you are helped. Terrible terrible customer service. Update: I finally got the credit today 9/22/22 so I'm happy about this.

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  • author
    Stephanie Goggans
    Sep 16, 2022
    This bank is absolutely horrible

    This bank is absolutely horrible. God forbid you get laid off from your job and cant make payments. After several calls to speak with customer service and hours on hold each time I decided to go to a branch to get in-person help and I was told they could not help me and that I had to call the # provided. So I called yet again and waited on hold. I have to pay the past due amount in full (they will break it down into 2 or 3 payments) or do a modification before they will speak with me about changing payment options and they will not defer payments either. The second I get an opportunity to pay off my HELOC with them I am gone and will never look back. HORRIBLE HORRIBLE HORRIBLE

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  • author
    Carly Allman
    Sep 13, 2022
    Biggest Scam Ever

    10 months of waiting for this "bank" (more like a call center really) to send us updated documentation to sign for a loan modification. I asked to defer payments for 2 months in November 2021 and and was told they would do exactly that. Started the modification process without explaining any of it to me, jacked up our payments by $300+ a month AFTER we agreed to a lower payment in April 2022. We finally received this paperwork today, September 13, 2022...that stated the payments were supposed to resume August 1, 2022 so now we're "behind". How exactly are we behind when we haven't even signed anything to put the terms in place? I called and they said they would have to "rerun the plan to see if it would be approved". What do you mean? It was already approved back in April. We've just been waiting for the documents to sign so we can be done with this nightmare. We never got paperwork from the agreement in April. Honestly, how is this scam still in business??? Our mortgage was sold to Citizens so we didn't have a say. Would have rather sold the house and rented an apartment than gone through this again. Completely worthless.

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  • author
    Heather Smith
    Sep 12, 2022
    They are f@cking terrible

    They are fuc@ing terrible. I’m leaving them and I’ve been with them for 20+ years. The customer service is atrocious. Fees up the ass. They’ve really gone down hill. They also will randomly shut your card off for “fraud” and then trying to talk to someone about it takes hours. The mobile app also sucks and works 2% of the time. So, good luck knowing your balance, paying bills or depositing checks.

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  • author
    Reed
    Sep 08, 2022
    Horrible Phone Support

    Their phone system has been broken for months. It's nearly impossible to contact them. One out of ten calls gets answered. The rest are disconnected before the "this call may be recorded" message is played.

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  • author
    Krg Gallagher
    Sep 08, 2022
    Beware.. you've been warned

    I had an account with HSBC that was sold to Citizens.. I've tried on Multiple occasions to get information on where my funds are..The customer service is the worst I've ever experienced.You literally can't get a Human on the phone.Do not under any circumstances let them have access to your funds

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  • author
    Bob T
    Sep 03, 2022
    Wasteful of your time

    I tried to close a personal line of credit. The local branch said they could not find the account, so they said just assume it's closed. The next day I got a statement - the account is still open. I called customer service and waited 45 minutes for them to say to go to the bank branch to close it. I said I wanted to speak to a supervisor, and 30 minutes later, they said a supervisor was not available. I said your bank policy does not make any logical sense. I told him if I was out of state, how can I close the account if I'm not near a branch? He said "You just told me you went to a branch. Go to your branch again and call us from there where they can verify your identity" I went to a different branch. I was lucky to have a bank officer spend 30 minutes on my case. She tried multiple ways to close the account, but said, "You should try calling them again just to make sure." I called customer service again. I told them I was at a branch with the bank officer. Without even speaking with the bank officer, they said, "I see that your account is in queue to be closed." To this day, I'm waiting for written evidence that they've closed the account. Why does Citizens make you go through hoops to close a account? Every credit card I've tried closing took only a 5 minute phone call. They must think that having more accounts makes them look better in front of their shareholders.

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  • author
    Ailenei Miluța
    Sep 02, 2022
    THE WORST BANK IN THE WORLD

    THE WORST BANK IN THE WORLD! They randomly were blocking my card after a purchase at target or sephora for example, saying that it might be fraud, many times I had to call them to ask to unfreeze my bank account. The waiting time to speak to a representative is 1 hours. It's absolutely terrible. A few times I needed my card desperately and I couldn't use it because they have frozen my card without any explanation. Imagine how frustrating and terrible that is! I am begging you to never but never open an account with this bank. It's worst than having a bad divorce, I swear.

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  • author
    Katie Connor
    Sep 01, 2022
    I've had a car loan with them almost 7…

    I've had a car loan with them almost 7 years and I'm having to now go through the account and am finding severe fraud in that I've made payments they didn't credit my account with..when I called I was treated with intense abuse from a few men. This is insane what they are doing. You have to look at everything they do and compare with your statements. This is insane.

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  • author
    Rachael Pilletere
    Sep 01, 2022
    Citizens bank is absolutely horrible

    Citizens bank is absolutely horrible. In the 1.5 years I’ve had my money in this bank I’ve had thousands of dollars stolen by “fraud” 4 times. They do not protect my money and I’m now convinced it’s employees accessing my account information. I get a new account # and money is stolen once again. I call the fraud department and no one has an answer on why this continues to happen.

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  • author
    Sonja Chockra
    Aug 30, 2022
    I made a payment to my credit card that never posted

    I made a payment to my credit card, the funds were deducted from my account. Five days later and the payment is still not posted. I called, sat on hold for 30 minutes prior to getting a live rep, then was told it was a fraud prevention measure, for my protection. I was placed on hold, then transitioned back in queue as if I was a new caller. I am now on hold again for 35 minutes with no avail. F - for customer service. F - for taking my money from my bank account and not posting it to my card, I have been a customer for 12 years and never had a missed or late payment.

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  • author
    Valentine Zephyr
    Aug 29, 2022
    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 citizen to file a claim. And they return my money to my account. 3 months later, I saw transactions called miscellaneous charges from citizens, when I call to try to find out, what was going on, they told me, my claim was wrong, and they take my money back. That agent was very rude and disrespectful, And I lose my money. Don't put your money over there, they are thieves, and unprofessional. That's why I transfer to a better bank.

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  • author
    Neil in MA
    Aug 29, 2022
    Bait and switch in action.

    I've never seen such a poorly run operation. We have a HELOC (home equity line of credit) with them, which started out less than a year ago at 2.75 percent interest. Now it's crept up to 5 percent, almost double. This is so frustrating, and it's compounded by the fact that I can NEVER reach customer service on the phone, the wait times are always in the hours! It's also amazing that each time the interest rate goes up, there's no notification at all. I feel like I'm playing a game of PacMan, where the little fellow is eating my money. Can't wait to get rid of this account!

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  • author
    C P
    Aug 27, 2022
    Website/Mobil doesn’t work

    About once or twice a year they randomly lock you out of your account. The website prompts to reset the password dont work therefore you have to call and wait 15 minutes to speak to someone in a foreign country who hangs up on you for no reason. Then you call back and try again while wasting your Saturday away on the phone. And don’t bother with the chat option on their website because its not a real person.

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  • author
    Cocofox Trucking
    Aug 23, 2022
    Been a client for 30 years have 3…

    Been a client for 30 years have 3 credit cards which I have always been on time for years. Paid off one card only used it for emergencies used it and paid most of it off except for $900 so my payment was 30$ each month. When I used the card I explained to them that my other 2 cards are on automatic draft each month and wanted the same with card. She told me yes they would take it out. Well they didn’t. I opened up my monthly statement to find they had charged me a late fee along and lowered my available credit to almost nothing. Reason I didn’t pay manually was because I was told they would take it out just like my other 2 credit accounts. So there was no need to worry. Called to speak to a supervisor and was greeted with his silence and nonchalant attitude saying well I’ll have to open up an investigation to this matter. I been with the bank since i was 18yrs old I’m 50 now. Always paid every dime ontime except for this time and would’ve been ontime this time if it had not been for this miscommunication. Told him to look at my history of being ontime for years with all 3 credit cards. Tried calling to talk to another supervisor they directed me back to the same supervisor with a I don’t care how long you been a cleint and who cares you paid ontime attitude. I don’t believe you attitude. I had been on hold each time 30 to 40 min waiting resolve this matter. Had one of the biggest headaches I had in years because I couldn’t believe this man was treating me this way like I was bothering him and he could care less. It was well we will investigate and get back you. Whattttttt!!!!!! After all these years I’ve been faithful Citizens Bank. To be met with hisi ain’t care attitude. I pleaded with this supervisor how important my credit was to me and he could see that and I needed my available credit. He tells me Oh we spoke about this earlier as it still stands we are going to investigate. The only thing that needs investigation is my years of being a loyal customer who has paid ontime any money I ever borrowed I have a business acct here and my personalI acct. I have great credit never been late never with any cards I own and been a customer for over 30 years. I have a business acct and my personal with you guys and this is how its going to be. Well guess what went online was extended credit from two other banks extending even more credit than I had with them. I have another emergency credit card just in case I need to use it. Going to do a balance transfer and pay them off with one of them. No interest for 21 months. Citizens bank was hitting me with the interest anyways. I’m looking for another reputable bank and pay them off and don’t look back. Can’t keep money in a bank that don’t trust me after paying them back after all these years and to make it so bad this was over a $30 monthly payment on a $900 borrowed in credit. Not a big deal to pay 30 dollars a month. I own my own Trucking business. Time to exit and go where I’m valued as a customer

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  • author
    Sherrel Rell
    Sep 07, 2022
    Terrible bank

    Terrible bank ! They’re incompetent and just disgusting. No one knows what they’re doing and it’s really a circus. Such a waste of time ! Does anyone know what can be done to stop them ? Has anyone reported to the BBB?

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  • author
    Richard
    Aug 20, 2022
    Citizen's Bank loan department, lazy liars?

    Citizen's bank is a bank that promises much, but delivers disappointment. I tried to get a home equity loan for the second time and again they denied me. Why, I believe because I had locked in a rate at 2.25 %. Then, interest rates suddenly jumped up, starting in April 2022. This bank and it's horrible underwriters, one named Evanne Rugani, must have seen what was happening and was either told or decided anyway to deny this great interest rate. What toadie this person is. I was told I do not make enough money for a $350,000, although I make about $110,000 a year, as an eye doctor. I have a credit score of over 800. I have never had a bankruptcy, default and I pay every bill on time. I have no outstanding debt except a $125,000 mortgage on a house valued at, even with Citizen's of nearly 1/2 million. This bank did not do their homework, too lazy I guess, because they relied on information from a couple of years ago, where I had more debt. I had since sold a building that I completely owned and paid off all previous debt. So, they wrote and said I owed too much, not enough income. Sorry, but this appears to be all a BIG Lie. So, this Citizen's Bank deserves less than even a one star. Richard

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  • author
    Raquel Bernardino
    Aug 17, 2022
    Run away from this bank folks!

    The worst back that I have had an account in my life. My husband tried to make a deposit in my Citizens bank account at ATM and the bank before finished turned off and ate the money. my husband stayed at the ATM until he was able to talk to someone from the bank and explained the whole situation And the agente said that money would come be back next day, the next day came and we went to the bank and there the bank employee said that we need wait “maybe” 1 month… Do you believe that?! I never saw this before in my life, I don’t understand how this business still alive!

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  • author
    Suley
    Aug 15, 2022
    Stay away from this bank, they wont let me close my account

    Stay away from this bank. I never asked to be their customer. They bought HSBC and start charging fees which I never paid before. I wanted to close my account and they keep having excuses every time. They dont let me close it and keep making me call back. I will never deal with this bank ever again in my life. I wish I could leave 0 stars.

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  • author
    Corneilus Smith
    Aug 11, 2022
    Citizens is by far the worst bank I…

    Citizens is by far the worst bank I have ever banked with. Do not get a debit card for Citizens do not protect against fraudulent activity. I had my money taken out of my account so many times and it takes up to 7 to 10 business days to retrieve your money back. When in need of customer service and to speak with someone there is always a high number of call volume and could be waiting from 20 minutes to an entire hour. For fraudulent activity the will lock your card and when you call customer service they will transfer you to another department in which you would have another waiting period. I hate Citizens Bank and do not recommend them to anyone

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  • author
    Paul Simundza
    Aug 09, 2022
    This bank will drain your savings…

    This bank will drain your savings account by saying its inactive and will draw money until it has a zeeo balance. Isn't the point of savings to leave it alone?? I will never give a dime to this bank and will make sure everyone knows what a criminal operation they are, stealing from the poor just trying to save their money

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  • author
    Cheryl Sieg Conrad
    Aug 08, 2022
    Worst bank I've ever had the displeasure of dealing with

    This is the worst bank I have ever dealt with. In order to do an external transfer Citzens has to send money to the other bank to verify it is your account. Which takes 1-2 days and it can take 1-3 days for the transfer to show up. This is helpful HOW? I'm in a state that has neither bank for my mother's funeral. This is the "help" I got when I needed money put into my other account NOW. NO HELP at ALL. Customer service sucks. The atm's are consistently out of money or down. How do you stay in business?

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  • author
    Joshua Rumrill
    Aug 06, 2022
    Constantly locked out of my account

    Constantly locked out of my account, unlocking/resetting methods do not work via App or website I’m forced to call, speak with a live rep who is unfriendly, and difficult to hear then in return puts me on hold 6 minutes before closing, then when he’s back on the line a instant, we’re sorry we’re currently closed” message comes up and disconnects my call. As I’m still sitting here, struggling to inquire basic account information, I’ll most likely be waking up to a overdraft charge or 7 that they cannot remove because removal of these charges can only occur once per calendar year,(my second time overdrafting with thousands in and out per year. I get it citizens you’re much larger business needs that $245 much more than my small business and family, I never am the guy to leave such review but I am beyond fed up with these shady practices that do nothing but benefit the pockets of citizens and hurt mine & family and I’m just stuck with a “Thank You for being a citizens bank customer in return, or a locked account, or dead end difficult understood answers etc, I guess to find better we must see the worst first.

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  • author
    Belinda Amwake
    Aug 03, 2022
    I couldn't agree more with the 1 star…

    I couldn't agree more with the 1 star ratings! Doesn't even deserve that! Terrible customer service and complete incometnce all around.STAY AWAY! Huntington is pretty good

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  • author
    Susan Green
    Aug 01, 2022
    This bank does not even deserve 1 star

    This bank does not even deserve 1 star. It has the worst customer service department. I have been chasing them to take care of a problem that they caused due to not paying my taxes for 6 weeks. I even sent an email to the CEO. I also sent email to other executives of the company because I was desperate for help. Not response from anyone. I cannot believe that a company can exist with this terrible culture of poor customer service and no care for the customer. If I could not get the attention of the CEO, where does not turn to solve a problem?

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  • author
    Preston Douglas
    Jul 30, 2022
    Extremely difficult to withdraw your own money

    Extremely difficult to actually withdraw your own money (which is kind of the point of having a checking account) - to the point I'm switching back to my prior bank that now has locations in RI. What a joke - for months now whenever I try to withdraw my own money from my own checking account at any ATM it is flagged as fraudulent event though I respond to their "fraud" texts and calls verifying that it is me - and to be clear I've never had any fraud on my account in the past - I've tried multiple branches, multiple ATMs drive up and walk up - all make me go through the PIN and bill selections and such, only to decline the transaction as fraud (and their ATM screens are so slow and unresponsive this takes minutes for each attempt). Then I park and go into the branch and the tellers give me the cash I want and click some buttons in the computer and say no one else ever has this problem with the ATMs, don't know what to tell you - maybe it won't happen next time. They're always very pleasant to speak with but that doesn't help me get my money from the ATM. The card works at the supermarket and in-person inside the bank and online - so the card works. I've called the fraud department and I've called the customer service department. They both say the other department is the only one that can help, and then when I ask to speak to someone that perhaps oversees both departments that might be able to help, they kindly point out that there is no such person and that there is no one above them I can talk to and that maybe it will work next time. This has happened on at least ten occasions since the beginning of 2022. Bizarre behavior for a bank - I'm switching banks as soon as I rearrange my direct deposits and draft bill pays.

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  • author
    MayerPeters
    Jul 28, 2022
    Worst bank I ever dealt with

    Worst bank I ever dealt with ! Extremely slow and very rude customer service

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  • author
    Debra Dacenzo
    Jul 28, 2022
    I figured even with the bad reviews I…

    I figured even with the bad reviews I would give them a chance But I Made a mistake and this is the most worst bank ever I will be closing my account

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  • author
    Jan
    Jul 22, 2022
    Terrible Experience

    Someone walked into a branch in another state and withdrew $1000 from my account. I have called the Customer Service number for Citizens four times and even visited my local branch. I have been given different stories each time. Now they tell me my Claim # (which was given to me during my first call) doesn't even exist. So we have to start all over with a new claim number. When this is resolved, I will be closing my account and taking my business elsewhere.

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  • author
    Yuritza Maldonado
    Jul 20, 2022
    Worst bank

    Worst bank. I’ve been with them 13 years because I’m a fool. They do not care about the customer. I was charged 3 overdraft fees even after I made the deposit that was stated on the email for the overdraft rebate. I talked to customer service which was no help and basically said it didn’t matter if I paid the stated amount I had to make sure that the other charges that were not even posted on the account yet were covered. Then why say I only needed to deposit a certain amount and then still charge the fees and cause me to go negative again with those fees and charge some more fees. Oh and to close the account I have to pay those fees. Go with a different bank that is not there to rip off the consumer.

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  • author
    sarah boudreau
    Jul 19, 2022
    Would give 0 stars if possible

    Would give 0 stars if possible. Someone emptied my savings account over the course of a month. Citizens apparantly did not notice or notify me of the withdrawals. I never make withdrawals from the account so it should have been suspicious. I have had to call several times about the fraud. They gave me contradictory responses each time I called. To top it off, wait time on hold is hours long every time you call. The last time I waited 3 hours on hold only to be told to call back in the morning because the department I needed to talk to was closed. I am currently on hold and have been for 3 hours and 40 minutes. Worst bank I have ever dealt with.

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  • author
    Kai Hsieh
    Jul 19, 2022
    Absolutely the WORST bank to ever exist…

    Absolutely the WORST bank to ever exist in the universe! I came to the bank to use the ATM, and the ATM never spit out my money. I rushed into the bank as this has never happened to me, and they said there is NOTHING we can do for you. What kind of answer is that?!z. You are the bank, i used your ATM, didnt get my money and now you say there is nothing you can do?! DO NOT DO BUSINESS WITH THIS BANK. RUN!!!!

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  • author
    Renae Beaumont
    Jul 18, 2022
    Worst bank experience of my life

    Worst bank experience of my life! Transferred to Citizens from HSBC. The first TWO debit cards I was issued didn't work in any ATMs. The next two only worked in Citizens ATMs. Debit card number FIVE finally worked in all ATMs. Set up autopay on my credit card from my Citizens Checking account that had ample funds in it -payments were mysteriously 'declined' every month, and I wasn't notified. Online app would decline payments as well. I realized when my credit card declined, tried to make an emergency payment, and was advised it couldn't be processed in less than 5 to 7 business days. Spoke to over 20 customer service representatives who were useless and kept saying that they 'couldn't identify the source of my problems' and couldn't identify a solution to move forward with. Have wasted hours on the phone, not to mention the stress of going multiple days without credit card access. This bank deserves to be sued! I have no idea how they stay in business.

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  • author
    Hannah H
    Jul 15, 2022
    Crooks - Will NOT close accounts and continuously add monthly charges

    I am literally copying/pasting a previous review because it was my exact experience as well. I am still unable to close my account yet they are charging fees. I called multiple times to close my account and the representative kept telling me it is closed, and he refused to provide an email confirmation. BUT the account is still open on their website and now they are trying to charge me monthly maintenance fees! Ridiculous! The worst bank I have ever dealt with. Outdated website and terrible service. My additions: I literally opened an account and never used it now they won’t allow me to close it unless I go into a bank which - Oh by the way they don’t have one in the state I live. Then I was told to fax information- the fax number did not work. Called again and was re directed to another 800-number. This bank is a POS! If anyone saw the HSBC documentary you should have some idea of who this banks customers were - now that it’s not being flooded with cartel money - they are stealing from everyday “Citizens” - hence the name. Bwahaha.

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  • author
    Nicole
    Jul 15, 2022
    I have been banking with HSBC for…

    I have been banking with HSBC for several years. Recently was informed that Citizens Bank would be taking over. Well it have been an awful experience!!! I never received a bank card (welcome package) but yet I am always being asked for my account number??? I eventually closed my bank account because this bank does not know what costumer service means. I left me two credit cards open what’s the harm right well, I have been receiving text communication regarding my credit cards. I was told by a representative that they would never text me. I then received and email from the credit bureau stating that I have been delinquent, to my surprise my account have never been late and I pay more that is being asked. I called after waiting over an hour to get someone to confirm that I have been never late with any payments. I then spoke with a supervisor who wanted to tell me that the person at the credit bureau entered the information incorrectly. What!!! They only receive information if people are delinquents. So of course not I need to be the one to do the leg work after Citizens Bank messed up my credit to have this removed. I then get a text telling me that my credit card was activated??? I didn’t activate anything so of course I call Citizens Bank to be on hold for over 1.5 hours then to get disconnected and to call back the fraud department. Can anyone say frustrated!!!

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  • author
    Debbie
    Jul 12, 2022
    Avalanche of fees 😫

    Business online banking doesn't show a running balance, but biggest issue is the fees which snowball so fast you can't catch up! Horrible!

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  • author
    Concerned Consumer
    Jul 12, 2022
    Worst credit card customer service…

    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 51 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. To top it all off, they provide zero liability protection for unauthorized transactions, so whatever the thief has purchased on your stolen card comes out of your pocket. Avoid the Citizens Bank credit card like the plague. Whatever attractive card features they offer is ultimately useless when the customer service is this pathetic. [Note: this review is specifically for Citizens Bank Credit Card Services, which is outsourced to a different entity. This is not for the bank's in-person regular service for debit card, saving/checking account, etc., that are handled by the bank's branch offices directly].

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  • author
    Sarah Haberland
    Jul 12, 2022
    I’d give them a negative if I could

    I’d give them a negative if I could. Please save yourself and do not place your $ with this bank. For starters, their customer service reps are by far the most incompetent tellers I’ve ever dealt with. Secondly, this is the ONLY bank on earth that begins with charging NSF fees (at one of the highest rates) at $37 a pop. Ok sure, they give you 24 hours to replenish the funds and then they’ll reverse that. But if you can’t? Wait for it….if by day 5 you cannot make the account positive they will charge an additional $30. If by day 8 you still have not made good they charge an additional $30, if by day 11 you have not made good they charge ANOTHER $30. So essentially, if you hit a rough time and go negative they can and WILL charge you upwards to $127 for ONE NSF transaction. THAT IS FREAKING INSANE!! Their app is USELESS. If you exit out and go back in it’ll log you out, no big deal except then it starts going haywire crazy if you attempt to go back in. To this day, if this happens I have to reboot my phone entirely. Your local branches can’t do CRAP for you, they can’t reverse NSF’s they can’t answer simple questions they can’t do ANYTHING. Forcing you to call and wait on hold for 45 mins - 2 hours. Forget it if you have a problem, it’ll take 4 more calls to ensure it gets handled. And if a rep promises to call you back, don’t hold your breath you will indeed die. One time I said that dealing with them was making me want to off myself and so this chick decides to contact the authorities and cops show up to my house. You can’t do simple tasks at your job, in turn making me crazy with the insane number of calls I have to make but then you have the free time to call the cops for a wellness check. Get the HELL outta here at least the cops were hot and we had a good chuckle. WORST BANK EVER

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  • author
    Derek
    Jul 04, 2022
    impossible to get hold of

    impossible to get hold of . days holding online on phone and in chat. tried to transfer money into account was impossible kept bouncing back and as couldn't get through to anyone for help i received bank charges

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  • author
    Renee Pawaroo
    Jun 28, 2022
    Terrible Customer Service, unable to close my account

    I called multiple times to close my account and the representative kept telling me it is closed, and he refused to provide an email confirmation. BUT the account is still open on their website and now they are trying to charge me monthly maintenance fees! Ridiculous! The worst bank I have ever dealt with. Outdated website and terrible service.

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  • author
    Robert
    Jun 28, 2022
    STAY FAR FAR AWAY FROM Citizens Bank.

    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 calls 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. The Citizens Rep said I was ripped off and this sounds like a scam and someone from citizens would call me in 48 hours. Citizens never called. I called citizens several more time and Citizens said each time someone would call me. Never got a call but did get a letter that said because I sign up for the service they found in favor of Universal Health Share. This is nuts. I talked to the manger at the citizens branch I go to and she said that was nuts and I was ripped off and she would get this taken care of ASAP. Citizens never did anything to help and I never got 1 cent back...

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  • author
    Sean
    Jun 24, 2022
    The worst bank I've experienced

    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.

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  • author
    RICHARD LOHMANN
    Jun 23, 2022
    Worst bank to deal with

    Worst bank to deal with, my mortgage was bought by Citizens and what a disaster! After months of run arounds with loss mitigation and chairman of the board reps. I had signed an agreement with Citizens bank in which they have reneged on and send me letters of default and foreclosure. Finally I am filing a formal complaint with the state banking authority!

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  • author
    Jac-Ty TV m
    Jun 22, 2022
    You can not reach anyone at customer…

    You can not reach anyone at customer service. You have 1000 choices for stuff I don't need. I can not imagine there is any ability to deal with large call volume.

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  • author
    Ken Detweiler
    Jun 17, 2022
    Worst web site I've encountered

    Worst web site I've encountered. It fails more often than it works, seemingly for no reason. A typical experience: I selected Paperless and I am still getting monthly emailed statements. Went to fix it: www.citizensbank dot com First I got" Access Denied You don't have permission to access "failover.citizensbank dot com/CEP/custom_error dot html?" on this server. Tried again. The information you entered does not match our records. Please check your information and try again. If you need login assistance, click on Trouble logging in? or View All Help Topics. Tried Forgot Password (although I did NOT forget it) We were unable to locate you, please try again or use Forgot Online User ID and Password. Tried Forgot Online User ID and Password. (although I did NOT forget them) I entered my SSN Contact Customer Service: For your protection, please contact Customer Service for assistance in accessing Online Banking. For Personal Accounts: 1-800-656-6561; For Business Accounts: 1-877-229-642 I am not going to waste time on another phone call.

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  • author
    Carol Watson
    Jun 17, 2022
    POOR CUSTOMER SERVICE

    The customer service here is NONEXISTENT! When I called my local bank to assist me with their bogus fraud alert, I was told I had to call another number which had a forty minute wait. And why? Because the fraud alert experts think my charge of $20 to the post office was bogus along with a purchase I made online. This, despite the fact that I had included ALL OF THE DETAILS from my card as well as my mother's maiden name. This is in addition to the fact that I can no longer use Citizen's Bill Pay as it was disable due to my one-digit error in making an external payment from my account. Once again, I could not get help at the local bank and would have another 40 minute wait to get someone on the phone at another number Enough is enough! Time to find another bank!

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  • author
    Rachid Roman
    Jun 17, 2022
    The worst customer service that I never…

    The worst customer service that I never seen before, if you contact the customer service no answer and they leave on the hold forever

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  • author
    Chris Mooney
    Jun 17, 2022
    YOU CANT HAVE MY SOCIAL SECURITY NUMBER

    I get spam mail from them all the time. I don’t have an account with them. So I called their general phone number to get removed from their mailing list, and the agent is asking me for my social security number, putting me on hold multiple times. Why is it so hard to get removed from spam mail?

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  • author
    Cathy S.
    Jul 01, 2022
    Citizens Bank Plays Games

    I deposited a check into one of my Citizens checking accounts. I use one account as a savings account, even though it is technically labeled as another checking account. Apparently, Citizens doesn’t have regular savings accounts? If they do, this product has never been offered to me. A two day hold was placed on the deposited check. I called to confirm that the funds would be released by the date printed on my receipt. I was then told that their “back office” had placed an additional 7 day hold on the check. So, now the funds wouldn’t be available for a total of 9-10 days! I hadn’t received any notification about this until I called customer service! After getting proof that the funds had cleared PNC (the issuing bank), as requested, I still had to play Citizens Bank’s games. Now, a supervisor in the “back office” has to approve the release of the funds (blah blah). The check finally got released after jumping through hoops I shouldn’t of had to jump through. Later that evening; I logged onto my online banking and tried to transfer some of the money to my other Citizens checking account. The transfer failed. I received an error message that it “couldn’t be processed at this time.” I also couldn’t pay any bills with this money, despite the hold being gone. After a thirty minute wait on the phone, a man in the customer service department was able to figure out the issue. The hold was gone, but it wasn’t actually gone. He said: the hold was removed ahead of time, which usually doesn’t happen. So, it still hasn’t cleared out of their system entirely. Therefore, I could see the money in my account. I could see that the word “hold” was gone, but I still couldn’t use MY money! I had to wait another twenty-four hours for their system to fix this issue. This whole process was horrible and proved to me that Citizens plays games with their customers and doesn’t have good procedures for making the banking process smooth, transparent, and simple to use. I will be closing my accounts. I don’t need this stress. If I could give half a star; I would. Their reputation as a difficult bank to deal with is well deserved!

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  • author
    heather whisman
    Jun 15, 2022
    Literally the worst bank

    Things were tolerable until they closed their location in my town and the nearest location is over 30 minutes away in the middle of nowhere. Now the atm is broken half of the time and customer service takes forever to contact. They are of no help regarding regular issues that cannot be dealt with through their useless app. I'm looking for a new bank on my next day off. They almost make chime look competent.

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  • author
    Sheena
    Jun 15, 2022
    If I could give half a star I would 😠…

    If I could give half a star I would 😠 been on hold close to two hours!!!

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  • author
    Max Hunter
    Jun 10, 2022
    The app needs work

    Overall bad experience. Mobile deposits take too long to go into my account (at least 12 hours), cant deposit on weekends. The app logs you out if you leave it open in the background and try to open it again. Will not show more information about purchases and transactions.

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  • author
    Julissa Quesada
    Jun 09, 2022
    Being transitioned from HSBC to…

    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. 1- Expats or Americans living in other countries can not create a log in because we are not on the American continent, we have to call INTERNATIONALLY to make a query. 2- THE INTERNATIONAL CALL wait time minimum is 1 hour. EXPENSIVE OUT OF OUR POCKET. 3- Service reps have no idea how to tend to International banking problems. It is all scripted and are usually thrown off when asked a certain question or question is not on script. 4- I am being charged a percentage atop their foreign currency exchange rate commission averaging over 60$ a month thievery in every sense of the word. 5- THEY NEVER USE FEDEX when they claim they do. I WILL SOON CLOSE MY ACCOUNT. The New bank fraud for year 2022 is named CITIZENS BANK.

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  • author
    Dina Reut
    Jun 06, 2022
    I did a loan modification and made my…

    I did a loan modification and made my payment on time. Citizens still reported me to the credit bureau as a late/non payment. When I spoke to Jose at Citizens he was rude and wouldn't listen to what I was trying to explain to him. After looking at my file, he transferred me to some other dept. and it was not the dept. I needed. I was transferred again and was told that my credit would continue to be impacted until the laon was paid in full. Now when I did the modification I was assured that my credit would not suffer. Apparently, the customer service person was incorrect and his failure to give me the correct information cannot be remedied. They gave me an apology and said there was nothing that could be done to help me. DON'T BANK WITH CITIZENS!!!!!!!!!!

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  • author
    AW
    May 22, 2022
    Nonexistent customer service; does not honor sign up bonuses

    Nonexistent customer service; impossible to contact support basically ever. Did not honor their sign on bonus despite filling all criteria, they also decided to deduct fees despite having them waived, they promised to correct this and never did. Spent literally over a month trying to get things fixed before deciding to give up and close my account with them, which in itself is also am massive headache. Do not use this bank under any circumstances

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  • author
    Gloria Mendez
    May 22, 2022
    Can’t even access my account online

    I can’t even get onto their online credit card services to see my account. I have already registered three times and when I try to sign in I get a message that it does not recognize my information. No idea why HSBC, an old and legitimate institution sold their accounts to this fraud (from what I’ve read on the other reviews). Luckily I had no balance on my HSBC credit card so I don’t have to deal with them but I truly feel for everyone who had open accounts or worst yet checking/savings accounts with HSBC that are now Citizens. Change banks now!

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  • author
    Lester Smithson
    May 15, 2022
    AVOID CITIZENS BANK AT ALL COSTS

    Citizens Bank isn't a bank, it's the ninth ring of hell. If you willingly choose this bank (theY bought HSBS; I didn't have a choice) you deserve the worst service in the known universe. Online banking doesn't work. At all. Their app doesn't work. You can't call. The customer service in person is absurdly ineffectual, they literally make matter worse. But perhaps the worst part of all of this: they don't care. AVOID CITIZENS BANKS AT ALL COSTS.

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  • author
    Bernice W
    May 15, 2022
    I tried to cash a citizens bank check…

    I tried to cash a citizens bank check in the Giant Eagle Irwin PA on a business account. I do not have an account there. The teller told us we had to pay a $7 fee to cash a $41 check given to us by a business because we were not customers. Glad I do not do business with this bank.

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  • author
    JANICE LEISRING
    May 09, 2022
    Read before you get a Home Loan from Citizens Bank

    I normally don't like to slam a business; we all are having a hard time right now... but when you have over $2,000. of my money (escrow acct) and tool a double payment in April (1st payment due date) .... I decided to do a review. I have a mortgage with Citizens Bank that started on 04/01/22. They have misapplied my money 5 times. This last time was the one I lost my cool on and decided I wanted to share these details. I have asked them to close my escrow acct, which they charged me $301.95 to do so, they applied my fee to my principal. I call to get it corrected, and I can't talk to anyone that can tell me if they have the letter to cancel the escrow, which was wrapped around the check. The check in memo reads "A fee to cancel the escrow account" and since I just bought a new home the address on the check is not the one, they have for me. Citizen had to do a lot of work to mess this up. The first payment was made early, and all applied to the principal, then the went to correct that it took so long that the deducted the April payment from my checking. I can't get anyone who knows how this bank works and how they keep misapplying, my money. If you have a choice DON"T do business with Citizens Home Loans! I should have known with the poor or lack of commination's with a few of the loan reps. Janice Leisring

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  • author
    susan
    May 08, 2022
    The worst service and features of any…

    The worst service and features of any of several banks I use. Particularly bad is anything related to your account history. You cannot, for example, actually view a check that has been deposited to or cashed in your account. My other bank actually shows me the check! Terrible if you want to rely on mobile banking.

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  • author
    Robert Haupt
    May 06, 2022
    This bank should be held in contempt!!

    This bank should be held in contempt!!. There is fraud and lack of accountability in everything they do now. I want to terminate my credit card with them and open an account with another back because they take no responsibility for their sloth and abandoment.

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  • author
    mima
    May 04, 2022
    Hands down the worst bank

    Hands down this is the worst bank I have ever had the misfortune of using. I was a HSBC client but then the bank offloaded part of its customers to Citizens, so it was never my choice to become a client 1. You can't make a wire transfer through online banking - you have to go to a PHYSICAL branch, nearest to where I am is about 1000 miles. 2. Their mobile banking is atrocious - you get disconnected from the chat after a certain time period even if you're in the middle of the conversation with their representative 3. If you're using the mobile app to chat with an agent (terribly slow), you can't open ANY other window/tab at the same time or use your phone for anything else because you get disconnected from the chat 4. They charge $10/month to provide their "service", regardless of how much money you have in your account - you have to be putting money in it monthly if you want this "privilege" of having an account of them free of charge 5. Their online banking often fails to load 6. You can't have a phone number that is non-u.s., even though as a non-u.s. citizen you can technically open an account The worst part is definitely their complete technological uselessnesa - I see no point in having mobile banking if you can't really use it (wire) except to see your own card transactions. I would have never chosen this bank myself, and I am going to close the account as soon as I can (the problem is, I will probably have to travel a thousand miles to the nearest branch).

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  • author
    Lav B.
    May 01, 2022
    Never got my card after a month

    I recently opened a card with this company and tried to add the card to Google Pay. It didn't work, and I couldn't call the number on the card. They also don't have email customer service which is very inconvenient. I never received any updates on the card from Citizens since I activated the card.

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  • author
    Mr Rob Falconer
    Apr 29, 2022
    An unmitigated disaster. Go with literally anyone else.

    I have never had to deal with any company so inept. If they were to replace their customer service department with a small rock and a half eaten sandwich, it would probably be more useful. I cannot stress enough how much I do not recommend this…bank? Is that the right word for this racket? No…car crash. That’s better. I cannot recommend this absolute car crash, and I hope that anyone who has their money with them managed to get out before the inevitable fold. It’s disgraceful that this kind of operation is still allowed to run in this day and age.

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  • author
    D Pustizzi
    Apr 28, 2022
    Agreed!

    Ok, in fairness I think Citizens definitely needs to some Assistance with bank wealth. They give the same low rates - whether you have $1 or $1.0. But I did have a fantastic experience with a Banker - Stephanie R-P at the Daniel Webster HWY Nashua location. She was helpful, nice, patient...the best experience I have had in a very long time. This girl definitely needs a big raise. She really seemed to like d her job. Thank you Stephanie!!!

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  • author
    Karen
    Apr 23, 2022
    I have been with Citizens bank for a…

    I have been with Citizens bank for a very, very long time. A banker recommended I sit with their financial advisor. I did and I wish I never did. Now I know with investments things could go wrong however in less than 6 months I lost $3,500. Mr. Kevin Doyle was my advisor and when I noticed it keep going down he encouraged me to wait a month and he would keep an eye on it. A little more than a month passes no Kevin and now my money has decreased more. I explained that my money might not have increased sitting in an account however it would not have decreased. He went on saying that this is something no one could have predicted. True, however he never even called me or was doing what he said he would. I am currently looking for another bank because for me that’s too much money to lose.

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  • author
    Lester Smithson
    Apr 20, 2022
    HSBC to Citizen Bank

    I moved to Citizen Bank from HHBC, which I used to think was the worst bank in the world. Wrong. Citizen Bank is the lowest of the low. The website won't recognize my account, so I can't pay my cc bill. The app won't recognize my account. After an hour-plus on hold, the woman on the other end (nice enough) explains that I need to go into the bank.It's a hike, but I go. In the bank, they tell me to call customer service. What? I was charged a maintenance fee with a high balance. The credit card, even after it was activated won't work. Citizen Bank is the worst bank. Period. Bar none. DO NOT USE CITIZEN BANK.

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  • author
    Bill Ferrato
    Apr 19, 2022
    Just put my Citizens credit card in the…

    Just put my Citizens credit card in the shredder. Couldn't update my password and tried to call and had an hour wait and they couldn't help me Who needs them

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  • author
    Kendra
    Apr 18, 2022
    Unbelievably bad customer service

    Unbelievably bad customer service. Can't get anyone on the phone for hours. When you do finally get through to customer service, they tell you incorrect information, parrot back scripts like robots, and reps try to hang up on you to shorten their call resolution times before your questions are answered, or shunt you back into an hour-long wait to speak to someone else. No way to contact by email or live chat. Such excessive amounts of verification and security that you just end up getting locked out of your own accounts. Unjustifiable fees. I got charged $5 for a "inactive account" fee because I hadn't logged into my online banking for 3 months. What, pray tell, is an "inactive account" fee?! A charge because both I, and they, did nothing? Why is that necessary? Random blocks on accounts. Random stopped payments. Will be switching banks asap.

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  • author
    Bernie
    Apr 12, 2022
    Don't Even Consider Citizens Bank

    They keep you on hold for 25+ minutes and then have no idea how to deal with your issue, the give another number to call, another 25 minutes...isn't my time equally valuable? They are too busy chasing other banks to acquire, and are incapable of servicing their existing customers.

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  • author
    Emily Howard Cobley
    Apr 11, 2022
    Just a nightmare so far

    I am a former HSBC Customer who was transferred to Citizens Bank without being asked or consulted. I am another American citizen who lives mostly overseas. It has been nothing but a constant headache to deal with Citizens customer service. First of all, I never received a debit or credit card in the transfer. This was probably HSBC's fault as they never seem to change my address despite multiple requests to do so. However, fixing the problem with Citizens has been exceedingly painful. First I lost about £200 trying to get through on the phone. The wait times are absolutely shocking. One time I called and it estimated the wait time as 60 minutes!!! Eventually I managed to get through on Customer Chat. Here was another nightmare as every last transaction (despite me providing ssn and mother's maiden name to the rep) has to be verified via text message to phone. Yet Citizen's will not accept a foreign phone number so I can't receive it. The customer service agent suggested I get an American SIM! First of all, no thank you & second of all, that only works INSIDE the US. As of now, I've had to have them text validation codes to my family members & have them WhatsApp the code back to me. It's ridiculous. Can't the bank have a similar app up and running so they can send validation codes to foreign phones? Can't they verify through email? Furthermore, it's not as if there is only one verification code per interaction. I had to do it multiple times in one customer service interaction. We'd resolve one problem and then they'd request another damn code to verify. What sense does this make when they just sent me one 5 minutes before? And why doesn't this bank update itself to the modern world? Many people live in more than one country! After thinking I resolved it with Customer service and a new debit card would be coming to my UK address, it never did. So I was back on chat with all the verification code nonsense. I managed to get it sent to my family address in the U.S. where it sits until I am next back in the country. OK, fine. At least it's there and safe. But I also had a credit card attached to my HSBC account. Like my debit card, I never received my new card from Citizens. When I tried to resolve this over chat with a customer service rep, they told me I had to contact a "credit specialist" and that they were only available by phone. I was given the wrong phone number twice before receiving the right one. Fearing losing another few hundred pounds, I searched for an international calling app and finally found Rebtel. OK, so now I can call the credit specialist as well as the "debt collectors" who started to hound me via email about a $55 automatic payment that was left over on the old HSBC card". I spent hours talking to "debt specialists" who gave me all sorts of "this is an attempt to collect a debt" talk. I told them I would be delighted to pay the debt, but I have no card number, no card and no way to pay. They were very quick and helpful to get facilitate a payment via my Citizen's checking and were pretty happy to take down my U.K. number as "the best way to reach me". So the debt collectors will take an international number but the customer service reps won't? Anyway, resolved that, but as of now I still have no card and have to get back on the phone to resolve that. So I will be back in the verification code loop de loop. All in all, I would say I've already put in 12-14 hours of time on the phone and on chat trying to resolve this mess. I've spent £200 on phone calls. I've been threatened by debt collectors over payment to a card that I have yet to ever receive. I was been locked out of my online account and access to my money for weeks. I had to request a new debit card multiple times before it was finally sent to the right address. It's just a joke all around. Once all cards are received, I am cancelling them all immediately and I am going to use another bank. This bank is a joke.

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  • author
    Robbiann Rotondo
    Apr 08, 2022
    I am so disappointed with this bank!

    I am so disappointed with this bank!! I will never recommend them to anyone!! I'm a fraud victim, and they took all my money to pay the overdraft without consulting me!!! They even took my sons disability money!!!

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  • author
    KC Byrnes
    Apr 07, 2022
    The little people suffer ...

    1. Customer service call-center hold-times are extremely long. 2. Messaging seems to have changed re: account transitions and automatic bill-paying. 3. Changed my debit card PIN via Citizen's phone app. A few hours later, I went to a Citizen's branch in Midtown Manhattan to use the ATM. My new PIN didn't work. 4. Entered the branch to get help, but a woman (who appeared to be a manager) was having a heated verbal exchange with a customer. My jaw dropped: I ran out of the building. Citizen's chaotic transition seems to be battering both employees and customers.

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  • author
    Patrick Barry
    Apr 07, 2022
    I’m reluctant to give this bank 1 star…

    I’m reluctant to give this bank 1 star as it deserves minus 5 stars, but it’s the only option available to write a review. Worst bank ever in the known banking world. It’s customer service is just not available. I’m moving my accounts to someone that appreciates my business

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  • author
    Anna Cherkasova
    Apr 06, 2022
    Costumer service doesn’t know anything and transfer you to others or hang up the phone in the middle.

    I want to change banks because costumer service is horrible. No one knows anything and just transferring me from a person to another person and each time waiting for someone to pick up the call for such a long time. To do the online banking took almost 3 hours. People picking phones and then after you tell them your first and last name, they hang up and don’t call back. Talked for a days about an issue that someone used my credit card in Chicago where I have never been in my life. And the costumer service person told me it was a mistake and they will give my money back in 2 days. But for the past 3-4 weeks all I receive is emails to pay my debt. I’m writing this review right now while trying to call 800-684-2222 for help and no one wants to help for the past 2 hours because no one answering the phone. Or when they do, the hang out right away. This is so unfair. The costumer service is so bad. No one knows anything and just hang op or transfer you to someone else.

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  • author
    Grant Williams
    Apr 05, 2022
    Complete dumpster fire of a website

    Complete dumpster fire of a website. I literally have reset my F-ing password EVERY time I log in. Literally the worst experience I've ever had in dealing with logging in. Programmed by complete morons. I would give negative stars if I could. This company deserves to be reported for having such a terrible process that they've known about for years, yet haven't fixed.

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  • author
    JJ
    Mar 27, 2022
    Frankly

    Frankly, as others have said the worst banking experience of my life. Login information was never received. Following the disastrous transition from HSBC. So effectively locked out of all of our accounts and credit cards. Hours on hold to speak to customer service. Total fiasco

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  • author
    Angela Miles
    Mar 25, 2022
    I have never had such a terrible ex6…

    I have never had such a terrible experience with any banking company ever. First my accounts were put on hold for fraud. The charges were not fraud. It still took three months to get my accounts off hold. Then because I hadn't used my accounts for 3 months they put them on hold again. When I asked to get my account off hold they told me it was in review and there was no timeliness. I asked what they were reviewing because clearly I couldn't use my account during the 3 months it was wrongful on hold for fraud. Then I asked them to just transfer my money to anther bank account with a different bank and close those accounts because I needed access to my money immediately. They told me no because my account was on hold. Then they reported me for missed payments on my home equity because all of my money is tied up in the accounts that are on hold. Worst banking company I've worked ever.

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  • author
    Harrison
    Mar 25, 2022
    Hands down the worst bank I've ever dealt with

    This is hands down the worst bank I've ever had to deal with. As a former HSBC customer that was transferred over to Citizen, I have over $1000 that I can't seem to get access to. I created an online account with Citizen and suddenly I'm unable to log in with the same credentials I just set up, I also can't seem to update my password and now it says my online account, which I just set up is locked! I tried to activate the debit card I received but no luck. The phone activation system seem to be broken and keeps me in a loop, I've spent over 3 hours of my day trying to figure this out. Now I'm on hold to talk to customer service but it's been over 30 minutes and no representative. The whole system seems to be designed to take customer's money. What the actual f!!! How are they even a bank that's allowed to operate??? Class Action Lawsuit is on the way for real...

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  • author
    RL
    Jun 01, 2022
    Citizens bank is a horrible experience

    Citizens bank is a disaster. As a former HSBC customer for many years, my account was transferred to to Citizens bank. 5 weeks after HSBC transferred my account to Citizensbank, I still have not received my ATM card, and cannot access my funds! It is unacceptable. They don't have any message system, or chat, so I have to call. Their mobile banking does not work from abroad. I have called Citizens bank many times, trying to get information, when I will be receiving my ATM card. Every time when I call, I have had to wait at least 30 minutes, and then the representatives do not seem to know what they are doing, they kept me on hold almost an hour and then disconnected the phone. ---- Update: I closed the account. It was impossible to do any banking with them.

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  • author
    Eibhlin
    Mar 24, 2022
    Dishonest misleading promotion

    I bit for their banking promo. This is a green and white postcard they send out each month offering 200 or 300.for a savings deposit of $15,000. This deposit has to be maintained for 3 months to receive the 200. interest. I followed all their rules and when I did my tax prep 8 months later, I discovered I'd only received like a buck. Took myself to the branch to look into it. I found them to be ostensibly helpful but after several weeks went by with no resolution, I looked into contacting the state's banking commish. Only then did a honcho from the main headquarters contact me and told me they'd make an 'exception' and grant me my overdue interest. Huh, excuse me? No one could explain what had happened. Thanks Citizen for trying to dupe a senior citizen. Didn't work.

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  • author
    Terri
    Mar 24, 2022
    RUN, DON'T WALK AWAY FROM CONCIDERING BANKING HERE!

    It is very difficult to do business with a bank that has a hold time of 30 minutes or more to speak to a customer service rep in Costa Rica, or El Salvador that is uninformed about banking practices in the US. I've had a variety of problems over the years eith Citizens and I have run out of patience with this institution. I am waiting on 2 checks to clear, that they put on a 10 day "extended hold" but yet no one can give me an explanation of why these deposits are on a 10 day hold. This has caused a setious problem for me, not having these funds available. After FOUR hours on the phone over the past 2 days - I am done. This is no way to run a business. Obviously they do not want or care about accounts that they can't reap large amounts of money from. I will close all of my accounts with Citizrns and change to a bank that is more user friendly.

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  • author
    Andrew Hall
    Mar 23, 2022
    Disaster for former HSBC customers

    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.

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  • author
    Paul Martin
    Mar 16, 2022
    NIGHTMARE

    In one word: NIGHTMARE. Without my knowledge, my HSBC account was transferred to this "money prison." Waited on hold for over an hour to get a woman in that could not speak understandable English. For starters, she wanted to send a confirmation text to my landline ... and I spent over an hour on the phone through a series of bizarre exchanges. So I wasted over two high stressed hours to gain on line access to get money transfered.

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  • author
    J S Wren
    Mar 09, 2022
    I agree with the 91% of bad reviews and more.

    My recent transfer from HSBC to Citizens has been the most stressful experience I have ever encountered as a veteran of the business world. HSBC decided to pass over all my financial accounts to a bank I had never heard of, without my permission. This is my money. Citizens decided to accept all my money without my permission. This sounds like the potential for a class law suit brought by We The People and is a classic example of the Deep State running rough-shod over us all. I have never read so many damning reviews in my life and have had personal experience of everything that everyone has gone through. Citizens claim to be "servants" of their customers but they obviously don't give a damn about any of us. It's time they were made accountable for crimes against The People. We all need to communicate on what steps to take to ensure that both Citizens and HSBC are held accountable for this atrocious situation they have created between them. Robert Green.

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  • author
    SivaRam Kumar Mani
    Mar 08, 2022
    worst bank

    worst bank, their online banking is a joke, mortgage account cannot be accessed unless you call them and wait for 60-80 minutes.

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  • author
    Anony
    Mar 07, 2022
    This is the worst bank because you…

    This is the worst bank because you can't get to speak to customer agent until 60 minutes being on the phone. They covered my overdraft when i was not enrolled in it without my permission. because i could not speak to customer agent for week. Now they debt went from 44 dollars TO 104 dollars. STAY AWAY FROM THIS BANK.

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  • author
    Rebecca K.
    Mar 04, 2022
    STAY AWAY, HSBC was A+ in comparison

    I've had the Citizens Cash Back credit card for two weeks after being transferred over from the HSBC Rapid Rewards Credit Card... horrendous experience thus far. I got my credit card and started using it fairly easily. However, as soon as I starting setting up online/mobile accounts, I ran into problems. I set up the online credit card account as an email instructed me to. In the same email, I was directed to download the mobile app and scanned the QR code to download. When I could not get into the mobile app with my username/pw and did not receive the MFA SMS code, I called customer support. The first person was nice but could not figure out how to get me into the app. In trying to, she set up a temporary password for me but eventually transferred me to another person who informed me that THERE IS NO APP FOR CREDIT CARD HOLDERS WHO DON'T HAVE CHECKING/SAVINGS. How are you supposed to check your credit account while traveling without bringing a laptop? In the meantime I got logged out of the online banking since they changed my password. This person was also bad at giving support and rather rude (she suggested I "try logging in in an hour or so and then call back if it still doesn't work." Obviously, I asked for someone else to help me since I had already been on the phone for 2 hours at this point. It took two more people and another 40 mins to get me back into my account. Furthermore, if you TRAVEL, you have to submit the travel notice online in advance which is awful in comparison to the HSBC system where you didn't have to do anything. Setting up AUTOPAY was also very unclear and I never received any sort of confirmation that it was setup... which does not make me feel secure. After talking to 3 customer support agents, I asked to talk to a manager to see if they would offer me anything to convince me to stay with Citizens after such an awful experience but they HAVE NO WAY OF OFFERING INCENTIVE OR REWARDS for staying with them. All in, it took me 2 HOURS and 45 MINS to reach a person and resolve all the issues. This credit card will be going in a drawer and then cancelled when I get a replacement.

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  • author
    Mrs. Kathryn B
    Mar 04, 2022
    I was transfered to this bank by HSBC

    I was transfered to this bank by HSBC. I am in the UK and cannot access my US pension now as they don't do international transfers. I am on my fifth call to them trying to set up internet banking so I can use an intermediary bank to transfer to the UK. I have spent ages on the phone from the Uk waiting for them to pick up.

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  • author
    Ty Jamison
    Mar 04, 2022
    First and foremost

    First and foremost, this bank doesn’t even deserve a rating. I absolutely hate this bank with everything in me. I had made a claim and was NOT told every detail with regarding my card in the claim. Then I was directed to go to ANYONE of old HSBC Bank locations which is now Citizens Bank to go inside and get a replacement debit card being that i was leaving the state in a FEW hours to go to another state that does not have any HSBC Banks or Citizens Bank in the nearby area. That day which was FEBRUARY 25th 2022 in the afternoon. Not to mention every call i make has a wait time GREATER THAN AN HOUR! Very frustrating very annoying. I also spoke to a specialist the very next day and was placed on two separate holds for a total of 2 HOURS for a total of a 15 minutes call… Besides that the specialist told me she can order me a new card FEDEX EXPEDITED SHIPPING, which is 1-2 business days which i understand that day i called was Saturday after 5. Today is MARCH 4th 2022 and i received a mess stating my card should be here in the next 3-5 business days and waited another hour for the representative to tell me it should be here today or by monday… NEVER CHOOSE THIS BANK!!

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  • author
    Debby Boyle
    Mar 03, 2022
    Card number given out by Citizens

    My account was hacked in February. The bank called to alert me, canceled my card and sent me a new one. The same company again tried to make a fraudulent charge. I called Citizens. They told me that I didn't opt out of updating my card so they gave it to the very company that tried to charge me last time. It took almost 2 hours to get it straightened out. The employee in the card fraud department actually laughed at me. I canceled that card and will be moving my accounts. They are suppose to provide security and instead enable thieves to make fraudulent charges

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  • author
    Mike Gehrke
    Feb 28, 2022
    HSBC transition is terrible

    I was an HSBC customer and had multiple accounts (brokerage, savings and mortgage) that all transferred to Citizens. i don't have access to any of these accounts and any of my money in these accounts -i can't make any trades with my brokerage account. I have called and over 30 minutes to wait for support. This is ridiculous. Is this even legal that there's no way for me to access my money? If i need the money in my savings i don't even know how to get to it other than finding a branch near me.... which i have no idea where they are. This cutover has been terrible.

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  • author
    GiGi Girl
    Feb 28, 2022
    I too was floated over by HSBC.....

    I too was floated over by HSBC and not enjoying the ride so far. I have two business accounts and only one received starter checks. I have one that was put into the wrong type of account due to balances that no one clearly looked at when analyzing any accounts in the first place. Went by my local branch first day they opened and total s_it show! Cannot log into the app with any of my information and cannot create a log in on the website either. Not even trying customer service. I will hold out for a chat or meeting with the one and only business banker in the branch one or two days a week for a minimal period and then move on if need be. Stupidest thing HSBC could have done and I used to work for them before they changed names. So far no good and from reading some of these reviews others feel exactly the same.

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  • author
    CG
    Feb 26, 2022
    Absolutely useless banking service. HSBC customers have been let down!

    Like so many others, I have also been sold down river, by HSBC to Citizens bank. This is the worst banking experience I have ever had. I have not received my Checks (Cheques) and cannot download the mobile app because I am in the UK. I have tried to login on line but do not receive the verification code because I have a UK mobile number. I have spent £214 Trying to get through to customer service. I eventually got through yesterday evening after holding for 2 hours and 24 minutes, Just to be told that UK customers do not have online access because of our location, and if I want to check my account or make transactions I only have the option of calling the automated service. My checking account is now absolutely useless. I personally feel that HSBC are as much to blame as Citizens, and would not wish this experience on my worst enemy!

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  • author
    Hassan Mehdi
    Feb 26, 2022
    Account got transferred over from HSBC

    Account got transferred over from HSBC. No checks received, cards received but can't activate because need another mail with code to activate them. I don't know my account number as a result and I can't fix bank transfers that were cancelled. I am currently in the UK and stuck without access to funds that I have in my savings account if I need them. On hold for more than an hour, agents are just stupid and don't know that I don't have a US phone number if I am on a foreign assignment. They keep emailing me but can't send me verification codes on emails or my international cell. I just hope, I don't have to fly back just to deal with this. Such incompetence... I miss HSBC... As soon as this is sorted, guess what, closing my account.

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  • author
    Why bother
    Feb 24, 2022
    Please do not use this bank. I had no choice

    HSBC small biz accounts were thrown here. But I could never imagine a worse bank. The customer service wait time is insane and they take several calls to do anything right. Half my transactions if not more got suspended so I have to call back for another three hours of hold time. Everyone there is incompetent. They make HSBC look like a good bank and make you miss them. Citizens bank is the worst bank I've dealt with in my whole life. And I manage a LOT of business accounts.

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