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Citizens Review
Reviews 225
Citizens
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Citizens
Citizens
Poor
Reviews 225
Michael Graw
Sep. 14, 2022
4 min read
Michael Graw
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 5.09%-11.67% 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
APR5.09%-11.67%
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 5.09%-11.67% 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 January 1, 2023, the 30-day average SOFR index is 4.01%. 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 for the most creditworthy applicants, require a 5-year repayment term, immediate repayment, a graduate or medical degree (where applicable), and include Loyalty and Automatic Payment discounts of 0.25 percentage points each. Subject to additional terms and conditions and may change at any time without notice. Such changes apply to applications taken after effective date of change.

Student Loan Rate: Variable interest rates range from 4.59%-14.85% (4.59% -14.25% APR). Fixed interest rates range from 4.99%- 14.85% (4.99%- 14.25% 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: Borrowers will be eligible to receive a 0.25 percentage point interest rate reduction on their student loans owned by Citizens Bank, N.A. when our loan servicer is authorized to automatically deduct payments each month from any bank account the borrower designates. Discount is not available when payments are not due, such as during forbearance. If our loan servicer is unable to successfully withdraw the automatic deductions from the designated account three or more times within any 12-month period, the borrower will no longer be eligible for this discount.

Multi-Year Approval: *The percentage of borrowers is based on all applicants who received a Multi-Year Student Loan from Citizens between October 1, 2021 and October 1, 2022. The percentage represents only borrowers who accepted the Multi-Year Approval offer. It does not include borrowers that qualified for the Multi-Year feature, but did not accept the offer.

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 11.87% fixed Annual Percentage Rate (“APR”): for a total amount of payments of $26,221.41. 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 by
Michael 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.‎
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Citizens
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Reviews 225
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amanda compas
16 days ago
I love citizens, also very trusted bank.
I love citizens. It's a trusted bank. And they don't take sketchy behavior to tolerate. I've had an account with them for years and so has my dad. If I ever have a problem I go there and they always fix the issue. There also very good with student loans
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nessa w
20 hours ago
I wish I would have read these before I…
I wish I would have read these before I put a check on my account. Been banking with them for 2 years with no issues until I put a check for 10k on my account. I’ve had much larger checks put on and clear in a few days. It has been 2 weeks now and my check still has a hold on it. Had I known I would have went somewhere else and cashed it. They will hold onto your money for as long as they possibly can while you have bills and other things to pay and then attempt to give you overdraft fees. I have currently gotten a lawyer to sue them for all the fees they have been charging me
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chris v
a day ago
First they have stopped exporting…
First they have stopped exporting online data that supports my QuickBooks accounting, this is just plain stupid. Second when the data is manually exported it does not synch up with the other accounts data and creates hugh work in having to exclude double entries. And customer phone support is pathetic and impossible to get through to. Going back to Chase!
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maria
2 days ago
Nightmare Phone Customer Service
Customer service line is truly a nightmare. Instead of just mind numbing music, it’s an annoying voice telling me every 20 seconds that I could be paying more for additional service or I should use the app —which will not answer my questions. Real people need to be so much easier to access. If you value your hours in the day, go somewhere, ANYWHERE, else
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derek elledge
3 days ago
Absolutely the worst banking experience…
Absolutely the worst banking experience I've ever had. Absolute garbage. They think your money belongs to them. Rarely does anybody speak proper English, and when they do, they have that snotty f***face New England attitude. BEWARE!!!!! AVOID!!!!!!!
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buckiah kcolraw
4 days ago
Customer Service Wait Times Have Become Egregious
It is presently about 9:20 PM. I have been waiting on the phone for exactly four hours and five minutes. I just need to get through to your fraud department so they can unfreeze my debit card. All my plans for this evening have been shot.
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gail kapusnick
4 days ago
Worst. Bank. Ever.
Terrible. I hope people read the reviews. I didn't choose this awful bank, HSBC sold my account to them. I've sat on hold for hours trying to get through to them to cancel my account and give me back my money, to no avail. I've filed a BBB complaint and am now working on a complaint to the Dept. of Consumer FInance.
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thomas
6 days ago
Worst customer service I’ve ever been…
Worst customer service I’ve ever been apart of. Unreal wait time for something that would take one minute to correct, not to mention the wait musi and voice makes me want to jump off a building. Crap banking with shittier customer service. F you citizens.
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shandreka green
9 days ago
Please i’m warning all do not put your…
Please i’m warning all do not put your money in this bank they’ve been holding my income tax money since November 2022, i’ve fallen so far behind on bills i literally had to borrow money to pay my rent they have my money in my account and the checks have been cleared and cashed by the irs they said they might release my funds April 6,2023 this bank will steal your rightfully earned funds do not trust them RUN!!!!!
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sean
9 days ago
Don't waste your time
If you're ever told by Citizens Bank "you have to call the customer service line." DON'T!! Multiple calls all ending the same way. They say they are transferring you but you will be put on hold until you decide to give up and hang up. TWENTY plus minutes on HOLD!
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tammy cox
12 days ago
Worst company ever
Wouldn’t give them a one. They have made multiple mistakes regarding releasing a check from a fire I had. Most of painting and smoke clean up. They refuse to let me talk to anyone that can remedy the issues they have made. Then my banking at my credit union is locked because they cancelled payment on their check and I’d already paid the fire remediation company. I’m a single mother with 2 small children. Have no access to money for food. Yet, have to borrow money to make my house payment to them. Most pathetic customer service ever. Nobody is trained for their jobs. I’m in the process of getting legal counsel so this doesn’t happen to someone else
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ryan sheridan
14 days ago
Customer Service / Fraud Support is AWFUL
Had issue where my credit card I hardly ever used got stolen and charged a bunch of fraudulent charges. Some were removed, but others were not. This bank offers no email or chat support, calls only. And calls can take hours and hours of holding or waiting for a call back. It has been 3 months and they still tell me to keep waiting to get the fraudulent charges removed. "A letter will be mailed to you at a indeterminate time in the future, don't call back" WHAT A JOKE. AVOID THIS BANK / CREDIT CARD.
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katherine shea
14 days ago
THIS BANK IS HORRIBLE - FRAUDULENT FLAGGING OF FRAUD
THIS BANK IS HORRIBLE. They have a bad algorithm in their system and flag the most benign simple purchases as fraud, locking down your account and then there is no one there to answer the phone. I was told these calls are a min 2 hour wait. THAT IS UNACCEPTABLE. Their system is not working correctly and they refuse to acknowledge that someone could pick up the phone and call another department! BEHIND THE TIMES and should shut down. This has happened to me numorous times, like getting groceries, etc. Could be life threatening if they did this to someone wrong place/wrong time. Do not trust them!!!
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mohamed ayyad
15 days ago
Bad bank that practice deceiving…
Bad bank that practice deceiving tactic, toward consumer. they do not answer your calls, they will not honor auto pay when you set it up. when you call them they would not tell you the truth. all their customer service workers work remotely and have bad connections. they are so fast to ruin your credit history do not do business with this bank, there are many other better banks.
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patrick kenny
19 days ago
I opened an account with Citizens…
I opened an account with Citizens Access in December 2022. After cashing my $8000 check, they closed my account without saying why. They have refused to return the money to me. They are asking that my bank request the money be returned.
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j ker
24 days ago
Citizens bank is going down every year…
Citizens bank is going down every year that goes by. This is the 3rd time my a account has randomly locked im getting pretty tired of fighting to get it unlocked. I'm probably just going to close my citizens bank account after 17 years of service no issues until about a year ago when my local branch closed and nothing but aggravation I ues citizens strictly as a online bank and its getting less satisfying as the years go by find a way to unlock the online a online accounts without speaking to someone would be awesome and put a citizens bank back in the otsego County NY area would great 👍
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jess crew
24 days ago
Completely unresponsive
They detected fraud, texted me which was great, but i have now tried to call back SEVEN times. Each time i am on hold for an entire hour to hear “there are no agents available to take your call.” Then disconnects me. My account is locked and all associated cards. I am PISSED to say the least. Customer service can’t help and i can oNlY tALk tO tHe fRaUd dEpArTmEnT. I am so fed up.
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cynthia monroe
a month ago
I cannot recommend this bank
Horrible experience as they froze my account without warning and I am unable to get in contact with someone for an explanation and they will have you on hold for a very long time.
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phil c
a month ago
Worst website ever
Worst website ever! They have changed websites multiple times which causes you to have to completely re-create a profile. Customer service is garbage and takes days to get back to you. STAY AWAY!!
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james
a month ago
Do not use these scumbags,,,they will…
Do not use these scumbags,,,they will lock your card and then not answer the phone,,,they need to be sued
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enbo gao
a month ago
Citizens bank is the WORST bank ever
Citizens bank is the WORST bank ever! I have been its customer for about a year. Do not use this bank services because the bank changes clauses randomly and put on more tricky requirements than other banks. For instance, you have to deposit at least once monthly to avoid your account management fees. It does not matter how much money is parked on your accounts. Also, its credit card is not a good deal to have at all. Overall, ZERO star for this bank.
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connie
2 months ago
I opened up a checking account online…
I opened up a checking account online and I transferred the funds into the account and they accepted the money. Within a few days they transferred the money back to my original Bank where I transferred from I called they told told me to deposit the money through the ATM I explained to them I have not even received my ATM card They mailed me a card when I went to deposit the money into the ATM it kept rejecting it I went in and spoke to a teller who had me swipe my card at least 20 times then finally said oh your account is closed we have to open up a new one I was there for a good hour and decided not to deal with them they are horrible poor customer service very unprofessional Do not deal with this Bank stay far far away
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shandreka green
2 months ago
I recently deposited my income tax…
I recently deposited my income tax check and the bank stole my money put my check on hold for 4months please do not trust them they steal money from new customers and lie although IRS gave me the date checks were cashed run
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stacy rogers
2 months ago
Saved our day!
Well, I'm a single father and I have nobody else but my 11 month old son. My check was late and I had nobody to turn to for nothing. So I called and spoke with a representative and she was very understanding and guided me to overdraft protection until my funds come in. Cool, I was worried about that but she really broke it down. Now I can get the things that my son needs and omg I'm so grateful for Citizens Bank. Citizens Bank is my bank and my baby's first bank for life.. They are so helpful and breaking down how things work. Thank you Citizens Bank very much for saving our day.
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brenda buck
2 months ago
Hi I’m speaking on a level of online…
Hi I’m speaking on a level of online contact and in person citizens bank have been my bank for about 7 or 8 years now I recommend them top priority with 5 stars I have had overdrafts complaints about money taken out of my account that was not my fault citizens always understand and work it out and I usually visit the bank in the small cities but I dare you give them a try for your banking needs if I could I would give them 10 stars.THANK YOU CITIZENS BANK AND GOD BLESS ALL OF THE EMPLOYEES AND PLEASE STAY SAFE HAPPY HOLIDAYS
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nomad texas
2 months ago
Should be able to 0 option
Should be able to 0 option. This is the worst experence ever with a bank . Tried to open a simple personal checking account and was met with worst person that decided I was not qualifed??? I have a perfect credit score that ranges from 700 to 800 and they said that because I already have another bank account they were not interested? Profiling? Think you might try a different bank!
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gordon shepard
3 months ago
This is one of the worst banks I have…
This is the worst bank I have ever dealt with, thank goodness my loan is paid and I never have to deal with this “Bottom Feeding” bank again.
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amber h
3 months ago
This bank is a CON
This bank is a CON and should be investigated. HSBC sold all international accounts to this bank, and it is impossible for international customers to get at their money. My father lay DYING in hospital, calling this bank every day to try and get his money back and no-one would close his accounts, send him a card to access his money or give him anyway to access his OWN MONEY. This was a huge stress to him in the last weeks of his life, and lo and behold now the bank won't let me access his money - they have frozen his account. It took me 3 months to get a response of how I could access and its an impossible process. The stress and trauma this has caused me and it caused my late father is criminal.
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linda rouleau
3 months ago
Citizen Bank, Secretly Stealing
I have been with Citizens forever. I go to my local bank and they know my name. I had a checking and savings and I do not do any online banking at all. The savings account just sat idle, knew money was safe and never really checked on it. I used the checking for everything. I then checked a statement and Citizen Bank had started taking out $3.00 from my savings on a regular basis charging me for the statements. When I first noticed, I called and they refunded the charge, but they still charged every statement after that and I had to complain every time and they were no longer helping and said I can change the account status and see the statements online. I explained I do not use the internet to do any online banking. When I went to my local branch they said they could print out my statement for me to save me the reoccuring charge. I did not want to be a constant bother requesting my statements be printed, so I said will close my savings account. They asked how I wanted the funds and I asked for cash, they said they didn't have enough on hand and asked if a bank check would be okay, and I said fine. When I got home I found the check was short by $10.00 and realized they charged me for the bank check. I immediately went back to the bank and one teller was "oh well" that's how it is.. And I insisted I want my entire savings. And I didn't close my account over a $3.00 statement charge to be charged $10.00 to close the account. Especially when I wanted Cash and the bank didn't have the cash on hand. Another teller suggested the bank can put the $10.00 into my checking account, and I said fine.. Imagine charging me for the privilege of giving me a bank check because they were short on cash. If I never noticed Citizen Bank would have succeeded in secretly stealing $3.00 for every statement til the account was empty, and if I didn't notice they would have succeeded in secretly stealing $10.00 for the privilege of being short on cash and offering me a check instead.
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corn h
3 months ago
Super long wait time.
It took me over 35 minutes for my call to be answered and then they hung up without any resolution to my problem.
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ashley s.
3 months ago
Don't waste your time!!!
If there was a 0 star, I would give it. I was looking to apply for HELOC. They came as a search result from Lending Tree. Web site was user friendly; I fault for it. I have an excellent credit, over 6 figures income, and well enough equity on the house. And after waiting 50 plus days they approved first and they declined after. If you want to waste your time and energy, they are an amazing. You will only waste your time with Citizens Bank. Don't even try it...
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doc lori
3 months ago
Do NOT use this for business.
Do NOT use this for business. Citizens ROUTINELY resets your password, and you cannot get back into your account if you do not have a CITIZENS BANK CREDIT CARD unless you call the bank, wait on hold, talk to morons and waste your time. FORCING A BUSINESS TO HAVE A BANK'S CREDIT CARD SO THAT YOU CAN ACCESS YOUR BUSINESS BANK ACCOUNT IS EXTORTION.
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annette
3 months ago
DO NOT USE FOR ANY KIND OF MORTGAGES / CONSTRUCTION LOANS
I am a income and credit worthy customer. I was provided a pre-approval for a construction loan. My file went to Underwriting and out of no where I receive a denial letter. I immediately contacted my 2 Loan Officers (who prev stated they were the advocates of their clients, if they don’t close loans, then Citizens doesn’t make money - so their goal is to close loans). Well I was completely “ghosted”. They basically stopped communicating with me. When I finally heard back I was told the Underwriter made a mistake and they were looking into matters. Ghosted again. I kept following up (because I wanted an explanation and I had already spent so much time with them). Finally they reached back out, only to ask me questions I’ve already answered, as if neither of them were communicating with each other. Almost a month and a half of nothing (meanwhile an important life matter, my home loan is in on the line). I asked for my appraisal fee of $580 to be refunded and I received a text message that they would look into it and then we would “part ways”. That’s it? That’s all you’re going to say? I will never - ever refer Citizens Bank and anyone who asks me (since I’m in the industry that looks for financing) I will be sure to tell them my experience. I have everything chronologically saved and documented. I got along well with them. I thought they cared. A waste of 3 months and now I’m left to figure out new lending. Absolutely NO reason for any of this. They didn’t even offer to re-work my file if there was a problem. Just a surprise denial letter and ghosted. Nope. Never again.
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rebecca hanzis
3 months ago
Called our local branch and asked if a…notary was available.
Called our local branch and asked if a notary was available. The person said yes.I asked if I needed more than a license to have a document notarized. She said no. The person on the phone never mentioned any form that had to be signed. I arrived at the bank and it was the branch manager that was the notary and whom i spoken to one the phone.She looked at my papers and said i need a Massachusetts form to notarize the document. My document had specific lines written by a lawyer that had to be completed by a notary as this was going to a European country. She printed me out an example of the form but refused to print out a blank form for me to complete while I was there. She said she would be creating a document. The branch manager was adamant about not printing the form for me so I had to leave and go somewhere else. In another bank NOT Citizens bank they notarized the document without a form or any issue. I signed my name and demographics in a ledger which was specifically for recording this service. I do not know what the difference is but the document was notarized without question and the customer service was superior to what I received at Citizens Bank. I would not go back to that branch, You should train your branch managers to be more customer friendly and understanding after all It is our money that keeps you open.
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shanisa rodrigues
3 months ago
Please read
Just got a random call today (11/7/22) from a manager by the name of “neeble” ? I visited a location in Cranston RI 02910 to cash a check & had a horrible experience with an employee “Erica” ( I won’t go into detail unless someone would like me to) & I also left my review about it, since I thought it would help, this happened almost a month ago now (10/11/22) so to receive a call NOW (11/7/22) was very odd… Neeble stated the reason for his call was to “check” on me & asked me if going forward I could “leave them all 5 star reviews” because MY review was otherwise & the employee I had a bad experience with, has left the branch. It sounded like the reason for his call was to make me feel bad about my choices & to kind of “throw it In my face” that I left a review about Erica (employee) but it was under another employee, I felt this was unprofessional & inconsiderate to call a customer (me) & ask for 5 stars In reviews.. his tone of voice was very polite but in a “intimating” way I didn’t appreciate him calling me out of the blue to inform me on any of this I’m not sure what his intentions were or what the point was? but I’m starting to feel targeted it’s like he wanted to “defend his colleague” rather than hear the customer who had a bad experience like as if I was “out for her” or something & wanted me to feel bad for it & he inconveniently calls me while I’m trying to food shop lol but I didn’t receive any recognition when this incident actually occurred ..please I hope this helps someone who may be dealing with these same issues I have been banking with citizens for almost a decade never experienced any issues up until this year with this specific branch I may reconsider soon due to all of this overwhelming interactions it’s important we speak up & if we are invested somewhere (money time etc) then we should receive great customer care & great employees to assist who care & like what they do & can separate their personal emotions from their job when dealing with difficult situations especially managers . This whole experience has made me want to speak up more & help others by taking the time to write these reviews because I know I’m not the only one hopefully this helps
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considerations
3 months ago
This is a bank that is a complete Horror
This is a bank that is a complete horror show if you decide to travel out of the united state! Avoid at all costs! First I notified them as required as for my travel assistance. Then they froze my card when attempting to pay for luggage with the airline. Then they kept me on hold forever when trying to resolve. After arriving in Europe the proceeded to freeze me card and take it at an ATM. Imagine now being in a foreign country without access to your money. What were they willing to do to help? Nothing send me a new card to my house in the USA and nothing more! They froze and locked me out of my Cell phone web access numerous times and then eventually told me that they do not support oversees phone app! Only after making me contact them numerous times. They told me that using my laptop was the best and only choice which they kept freezing me out of! After 27 days I just got a voicemail from the office of the "chairman" impressive right, not! Her voicemail was, Im looking to see how we can further assist you? Seriously? Further assist me? after 27 days in Europe with no access to my funds other than to transfer to other banks that did not completely fail me? Ans even then it was a nightmare trying to get access and always getting locked out of my accounts over and over and over! Citizens, not accountable, not reliable, no sense of urgency, no critical thinking skills. Citizens equals Horror! Imagine being trapped in a foreign country and not having access to your money! For a month! You know how much Citizens cares? Zero, a phone call from the office of the chairman seriously? He needs to get out of his chair and off his rear end!
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regina mensah
3 months ago
Worst bank customer service I have…
Worst bank customer service I have received. They keep blocking my card without no notification and for no reason. When I call them too it takes them 3 hours and more before the debit card department can help me.
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shreya shrestha
3 months ago
Everything is good but they have missed…
Everything is good but they have missed the change in mobile number by which we can change the mobile number through the mobile banking also and we shouldn’t wait in a bank.. please update it.
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jvk
3 months ago
Worst bank ever feeeeeeeeeeeeeees feees
Worst bank ever feeeeeeeeeeeeeees feees over 2 hours waiting for support! Every month never corrected! time to close all accounts
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dave bud
3 months ago
VERY BAD SERVICE I deposited a check…
BAD SERVICE I deposited a check CITIZENS put it on hold for 3 months and apparently no one can give me a correct or honest answer I've been lied to several times I've been misled BUT WASTED SO MUCH TIME trying to rectify but no one CAN HELP ME because system doesn't allow them to.THEY WON'T EVEN RETURN MY CHECK I AM ENDURING FINANCIAL HARDSHIP and I don't care nothing is being done they took my money won't return it or clear it this is some of the worst service I've ever endured I would not ever use citizens back if you want to have access to your money they'll just tell you the computer won't allow them to do anything I've wasted so much time trying to receive my money they took
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estelita prothiva
3 months ago
I transferred a balance to Citizens…
I transferred a balance to Citizens bank, unfortunately. I set up my account online and tried to set up auto pay and make a payment and was unable to. I called. Rep could not say for sure why I could not do any of the above but said it must be due to the first statement not being generated yet, even though a balance showed. The next month, after the statement generated, I set up the auto pay. It did not go through. I called again. Somehow, the account number was incorrect. Mind you this is an outside bank account which I use for ALL my auto pays. I do know how to enter a routing number and account number. The rep took a payment for me over the phone with the correct account number and it was returned! Showing they used the same incorrect account number. I called again. The only thing a rep and supervisor could tell me was that the same incorrect account number was used again. The supervisor told me that I had to confirm the incorrect number and basically blamed me. It has been nothing but trouble with this balance transfer. I will NEVER use Citizens for anything again.
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jonathan rayos
3 months ago
So this is a follow up to my previous…
So this is a follow up to my previous review; and I’m adding a 1-Star. This is because I went to my actual branch in Bloomfield Hills and they actually refilled out the foreign wire transfer request and CALLED IT IN WHILE I WAS SEATED IN THE BRANCH. Now why wouldn’t have this branch and it’s Manager or Commercial Rep done the same thing????
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thomas
3 months ago
Hopelessly incompetent
Hopelessly incompetent. Been going through endless failures and problems since February 2022. I was a customer with HSBC who dumped me to Citizens when they were "streamlining" their customer base. Citizens can't handle overseas customers. Any overseas online access to accounts requires two step authentication via SMS that they can't do outside USA. Their app only functions in the USA. They sent credit cards to and checkbooks to old addresses despite sending letters and statements to correct address. Now dealing with credit card charges on a card they told me was closed. Takes hours to get through to customer service. Was assigned a personal contact to help with closure of accounts. Assumed all was done but the credit card is still alive. Contact does not return calls. God knows if the other accounts are actually closed since savings and checking statements are sent incredibly slowly from bizarre locations such as Switzerland and they never send you a credit card statement. These guys are not capable of running a bank and only in the USA would such a bank still be functional due to USA's out of date systems and poor consumer rights and fiscal responsibility regulations. Really unhappy with HSBC too for selling off my business to the clowns of Citizens Bank and sending me letters saying nothing to worry about in the transition when Citizens Bank is patently unable to handle international customers from the outset.
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michele brown
3 months ago
KUDOS to Lester Jarrell —banker
Lester Jarrell —banker was so personable, pleasant & helpful not to mention the smile on his face the entire time he was helping me with my transactions. I can tell he enjoys his job of customer service.
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jonathan rayos
3 months ago
Old banking methodologies still think…
Old banking methodologies still think they can make modern business customers happy. I stopped by this branch because I was in this side of town; and I needed to make a foreign wire transfer on my business account to my business partner in Turkey. I sat down face to face for an hour to fill out the form with the bank rep and the manager to sign off on. No one informed me that I should expect or might expect a call from security— to question the validity of my request. Gee I’m in your office across your desk, live in person with cameras all on and my ID submitted. WHY ON GODS EARTH WOULD A BANK NEED TO CALL ME TO ASK ME IF THIS REQUEST IS REAL????? Well I didn’t see the unknown number—who answers unknown 855-numbers??? I didn’t answer on two calls or see their voicemails so they cancelled my wire request— so I just wasted three hours of my life on following up and sitting down with incompetence. Can’t wait to see cryptocurrency take over stupid antiquated procedures and processes. Hey be happy I gave you 2-stars
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mary zhang
4 months ago
Bad bank
Bad bank. They don't allow you transfer out money, only transfer in. The customer service is out of country and rude.
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susan kanoff
4 months ago
I also got scammed with a $600 offer
I also got scammed with a $600 offer. What I didnt realize is that all direct deposit sources take 60 days to switch and it depends on your pay cycle so even if I made the change on the day I opened the account, I couldn't possibly meet the requirement. Their app is terrible. Can't even find a link to set up autopay for my credit card. Hate this bank!
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customer
4 months ago
Counterfeit
Unfortunately I am a customer at citizens bank, they have been pretty good for the most part, however I withdrew some cash at my local branch..then off to pay my car payment in cash where I was informed that 2 of my hundred dollar bills were counterfeit..the bank manager was not very understanding however..he did put the 200 back in my account..so, a week later I had to go back to my office branch..I saw Mark the manager..thought I would thank him for getting the money back for the fake money they gave me..he proceeded to inform me that in the future "when the money leaves the bank its not their responsibility" he then told me..if I'm too worried in the future to "bring my own pen" to check the bills..so..I can honestly say this branch in Shelby township michigan, and this rude manager "mark" will not get a good reveiw...Not to mention the embarrassing moments making my car payment...lI really hope someone from citizens corporate office sees this....terrible..terrible customer service, and using counterfeit money
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alex jaimes
4 months ago
If I could give a zero
If I could give a zero, I would. Their customer service is horrendous! They’ve had issues with just processing my payment, wether it’s online or over the phone. Always, always gets “returned”. They had too many number, I’ve spoken to an enormous amount of people to try and fix it, but to no avail. I had finally fixed it (deleted all my info and re-entered it) and the last two months, no issues. NOW, I tried and get another loan? Guess what… I have late payments due to their incompetence… I called to speak to a supervisor, and what a joke. The girl is combative and rude from the git go. Won’t help, and I have to prove my innocence “who’d you talk to” crap.. Are you kidding me?!? I had also called earlier this morning to “someone will call you back” which no one ever bothered. I am super frustrated and devastated by their incompetence and unwillingness to help nor listen. I’m at my wits end to what to do
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a andersson
4 months ago
Beyond terrible
Beyond terrible. My account was sold to them by HSBC. First interaction with them today. They will not let me close my account despite numerous calls to customer 'service'. They insist I need to transfer the money online to get a zero balance before they can close my account. Their online banking has a stupidly small per month limit on transfers which means it will take 60 (SIXTY!) days to empty my account before I again have to go through about 10 minutes of recorded messages to wait for 15 or 20 minutes on hold to get someone who doesn't know what to do and who transfers me, via more waiting on hold, to someone who may or may not actually be able to help. This last is purely hypothetical as I haven't yet come across someone prepared to help. Oh, and brush up on your Tagalog because unless you are luckier than I was, you will get someone in the Philippines barely comprehensible in English. A truly, truly terrible bank. Just don't - go elsewhere.
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jeremy
4 months ago
Bank Doesn't Care About Diversity and Inclusion
Last week, I tried to open an account to deposit $300,000 for a business. They were rude to me and treated me like trash. I asked them if I could email them the necessary documents and they said they needed hard copies. I asked them to provide a list of the hard copies they needed so I could provide them and the person there started grilling me about my business instead of providing a list, as though I didn't have other things to do, as though she were the customer and I was supposed to persuade her. I let her know I had limited time and just wanted a list of what they needed and would follow up on things later and she refused to provide that, instead questioning me. I am a strange looking person, I dress shabbily, I am probably ugly, but just because I look like some odd homeless person doesn't mean I don't have any money. Apparently, this bank isn't familiar with the money multiplier affect and how if I deposit money for a company, that's extra cash they can do quite a bit with. I actually walked out after the teller continued to be rude to me and raised her voice at me. Before being helped while I was waiting there, I heard a guy complaining to the teller about how he won't call the 800 number because he doesn't want to wait 3 hours, so maybe it's for the best that I walked out. I only tried to open an account since it's near my office and should have done more research. I think this bank just doesn't care about diversity and inclusion. I don't look or seem like what they expect, so they don't want my money.
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wlter
4 months ago
Terrible Bank
Terrible Bank, Go Anywhere else. Bank of America would be a better bank. The hold times are terrible, they say they are trying to work on making them less then the sometimes 2-3 hours they are but thats untrue, it has been like that for absolute months with no signs of changing. The don't allow their employees to discuss why certain things are done, IE why my card flags continuously as fraudulent for things I do on a daily, Monthly, or weekly basis. They don't care about their customers, and for a bank that has been around so long their solutions for a lot of things are unnecessary when most banks have self-service options. Trust me when I say take your money and go anywhere else.
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angel rose
4 months ago
Horrible credit card company
There’s no reminders for when upcoming payments are due. My other credit card always texts a reminder so I can easily pay it on time. I was late one time due to overlooking when the payment was due. Their response to this was significantly decreasing my credit limit so that my credit card usage jumped to 93.75%. I was shocked when I checked my credit score and there was a huge decrease in my credit score from their extreme over reaction to one late payment.
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jim
4 months ago
they S--K!
they s--k! If you like staying on hold then this is the bank for you. They have someone else's email in my contact info and I can't get it resolved.
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tanya
4 months ago
Terrible bank only care about money and…
Terrible bank only care about money and expansion have no care for loyal customers. I've been a customer for 21 years I'll be closing my acct and my mother has had hers for over 15 years and she'll be closing hers too. Not satisfied very heartless bank.
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kite kite
4 months ago
Great bank
Great building headquaters. Great company of over 200 years. Easy to read statements. Green debit card stylish.
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linda dooley
4 months ago
Citizens bank is the worst bank they…
Citizens bank is the worst bank they charge you multiple overdraft fees so it is hard to get back in the positive
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jon pell
4 months ago
Just not worth frustration
Extremelly hard to contact for troubleshooting, my card has been shut off randomly twice and i’m forced to sit in a 45+ minute wait instead o even have a chance at it getting turned back on. nothing special about citizens, just every other bank but worse, everything is automated from texts to every single call. Not worth it
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frank schipani
4 months ago
Opening Bonuses are a SCAM
Part of the motivation for opening an account were the promised bonuses, $300 for first direct deposit and $100 for debit card transaction. I check and was told I'd be paid in September, then the end of September and now September is over and no bonuses. What a scam. That and their ATMS are mostly in stores. I'm in the process of switching to another bank.
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taylor tilocco
4 months 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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marie durogene
4 months ago
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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michael lima
5 months ago
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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bob g
5 months ago
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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stephanie goggans
4 months ago
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 UPDATE: Over a month later and nothing has been resolved. This bank should be put out of business. They give you the run around - transfer you to multiple people who cannot help you I feel that they are legitimately trying to steal my home from me over a small HELOC
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carly allman
5 months ago
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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heather smith
5 months ago
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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reed
5 months ago
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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krg gallagher
5 months ago
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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bob t
5 months ago
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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ailenei miluța
5 months ago
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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katie connor
5 months ago
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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rachael pilletere
5 months ago
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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sonja chockra
5 months ago
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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valentine zephyr
5 months ago
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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neil in ma
5 months ago
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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c p
5 months ago
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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cocofox trucking
5 months ago
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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sherrel rell
5 months ago
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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richard
6 months ago
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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raquel bernardino
6 months ago
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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suley
6 months ago
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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corneilus smith
6 months ago
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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paul simundza
6 months ago
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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cheryl sieg conrad
6 months ago
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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joshua rumrill
6 months ago
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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belinda amwake
6 months ago
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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susan green
6 months ago
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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joseph domingo
6 months ago
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.
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preston douglas
6 months ago
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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mayerpeters
6 months ago
Worst bank I ever dealt with
Worst bank I ever dealt with ! Extremely slow and very rude customer service
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debra dacenzo
6 months ago
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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jan
7 months ago
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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yuritza maldonado
7 months ago
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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sarah boudreau
7 months ago
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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kai hsieh
7 months ago
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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renae beaumont
7 months ago
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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hannah h
7 months ago
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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nicole
7 months ago
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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debbie
7 months ago
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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concerned consumer
7 months ago
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].