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Citizens Review

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Reviews 203

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Sally Herigstad
Sally Herigstad
Sep. 14, 20224 min read

Citizens summary

Citizens makes it easy for you to refinance one or more student loans in as little as fifteen minutes. Their loans are made by Citizens, a fully insured bank. You can refinance your student loans to remove a cosigner, consolidate multiple loans, or lower your interest rate. The average Citizens customer who refinances student loans to take advantage of a lower interest rate saves $2,628 per year.

Pros

  • Apply to refinance student loans in 15 minutes
  • Automatic payment discount of 0.25 percentage points
  • No application, origination, or disbursement fees

Cons

  • Minimum of $10,000 in student loans to refinance
  • Must be a U.S. citizen, permanent resident, or resident alien
Citizensat a glance
4.2

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

Loan Types Covered

Covers most student loan types

4.0

Eligibility

Doesn't cover bad credit, low income borrowers

4.0

Citizens Citizens View Rates

Suitable For?

Student loan refinancing with Citizens is suitable for borrowers who are paying higher interest rates and want to refinance at current lower rates. Refinancing is also suitable for borrowers who want to consolidate multiple loans into one monthly payment.

Loan Features

Citizens offers student loan financing with these features:

  • Fixed-rate financing from 5.39% - 11.87% APR
  • Variable-rate financing from 5.09% - 11.67% APR
  • Loan refinanced from $10,000 and up

The Application Process

You can apply online for the Education Refinance Loan in 15 minutes, with three easy steps:

  1. Complete the application on your computer or mobile device. You can choose to add a cosigner to help you qualify, or to get the best rate.
  2. Select a fixed or variable rate loan with the number of years you would like to take to pay it off.
  3. Sign (with your cosigner, if applicable), and accept.

Loan Eligibility Requirement

To get student loan refinancing from Citizens, you must meet these requirements:

  • Age of majority in state of residence (unless qualifying cosigner applies)
  • Credit qualification
  • Not currently enrolled in school
  • For applicants with an Associate’s degree or no degree, must have made at least 12 qualifying payments after leaving school
  • U.S. Citizen, permanent resident, or eligible non-citizen with qualifying cosigner

You may be able to have someone cosign with you if you do not meet all the requirements.

Repayment Terms

You can choose to pay off your loan in 5, 7, 10, 15 or 20 years. The faster you pay off your loan, the less total interest expense you will pay.

Fixed-rate student loan refinancing is from 5.39% - 11.87% APR, and variable-rate financing is from 5.09% - 11.67%.

The lowest interest rates apply to a 5-year repayment term and require the Loyalty and Automatic Payment discounts.

How Safe Is It? 

As one of the nation’s oldest and largest financial institutions, with total assets of $187 billion, Citizens Financial Group offers a safe, full-service banking experience. Citizens works to continually enhance and maintain security standards and procedures. They use state-of-the-art security technology, including Secure Socket Layer (SSL) technology to transfer your information across the Internet to them.

You can help protect the security of your personal information by downloading the IBM Security Trusteer Rapport software. The download is free.

Help & Support

You can find help from Citizens in any of these ways:

  • Call 1-800-600-0008 for questions about your application, or 1-866-999-3767 for questions about your student loan, 8:00 am to 7:00 pm Monday through Friday and 8:30 am to 5:00 pm Saturday.
  • Message customer service via online chat.
  • Visit one of 1,000 branches in 11 states in the New England, Mid-Atlantic, and Midwest regions. 
  • Connect with Citizens on Facebook and Twitter.

Summary

Refinancing with Citizens combines the convenience and speed of online lending, with the security of dealing with one of the oldest and largest banks in the country. You can get competitive interest rates on your student loan refinance while consolidating multiple loans or removing a cosigner, if applicable. If you are paying a higher interest rate on your loans, refinancing at lower rates can lower your monthly payment and save you thousands of dollars over the life of your loan.

Physical Address

Citizens’ corporate headquarters are at:

One Citizens Plaza

Providence, RI 02903

Citizens Citizens View Rates

Methodology

This review was created with information from:

  • Company website
  • Using the company matching tool/quiz

Disclosures

Education Refinance Loan Rate: Variable interest rates range from 5.09%-11.67% (5.09%-11.67% APR). Fixed interest rates range from 5.39%-11.87% (5.39%-11.87% 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.

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.

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.

Education Refinance Loan Eligibility: Applicants must have attained a bachelor’s degree to refinance while enrolled in school. Applicants with an Associate’s degree or with no degree must have made at least 12 qualifying payments after leaving school. Qualifying payments are the most recent on time and consecutive payments of principal and interest on the loans being refinanced.

Education Refinance Loan for Parents: Eligibility The primary applicant must be the primary borrower or co-signer on the loan to be refinanced.

Medical Residency Refinance Loan Repayment Example: Based on a 48 month residency, a fixed rate 5 year loan for $10,000 at 5.00% APR results in 54 monthly payments of $100 during grace and residency periods, followed by 60 monthly payments of $123.61.


Sally Herigstad
Written bySally Herigstad

Sally has been writing about personal finance since 1998 and is the author of “Help! I Can’t Pay My Bills” (St. Martin’s Griffin). She is a licensed real estate broker in Washington state and a retired certified public accountant. She writes for BestMoney and enjoys helping readers make sense of the options on the market.‎

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  • author
    Stacy Rogers
    Dec 01, 2022
    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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  • author
    shandreka green
    2 days 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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  • author
    Brenda Buck
    Nov 30, 2022
    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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  • author
    Nomad Texas
    Nov 29, 2022
    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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  • author
    Gordon Shepard
    Nov 19, 2022
    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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  • author
    Amber H
    Nov 17, 2022
    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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  • author
    Linda Rouleau
    Nov 14, 2022
    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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  • author
    Corn H
    Nov 10, 2022
    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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  • author
    Ashley S.
    Nov 09, 2022
    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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  • author
    doc lori
    Nov 09, 2022
    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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  • author
    Annette
    Nov 09, 2022
    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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  • author
    Rebecca Hanzis
    Nov 07, 2022
    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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  • author
    shanisa rodrigues
    Nov 07, 2022
    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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  • author
    Considerations
    Nov 07, 2022
    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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  • author
    Regina Mensah
    Nov 05, 2022
    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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  • author
    Shreya Shrestha
    Nov 05, 2022
    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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  • author
    jvk
    Nov 02, 2022
    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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  • author
    Dave Bud
    Oct 28, 2022
    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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  • author
    ESTELITA PROTHIVA
    Nov 11, 2022
    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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  • author
    Jonathan Rayos
    Oct 27, 2022
    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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  • author
    Thomas
    Oct 26, 2022
    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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  • author
    Michele brown
    Oct 25, 2022
    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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  • author
    Jonathan Rayos
    Oct 25, 2022
    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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  • author
    mary zhang
    Oct 21, 2022
    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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  • author
    Susan Kanoff
    Oct 20, 2022
    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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  • author
    Customer
    Oct 17, 2022
    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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  • author
    Alex Jaimes
    Oct 14, 2022
    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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  • author
    a andersson
    Oct 14, 2022
    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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  • author
    Jeremy
    Oct 11, 2022
    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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  • author
    Wlter
    Oct 09, 2022
    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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  • author
    Angel Rose
    Oct 05, 2022
    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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  • author
    jim
    Oct 04, 2022
    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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  • author
    Tanya
    Oct 03, 2022
    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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  • author
    kite kite
    Oct 03, 2022
    Great bank

    Great building headquaters. Great company of over 200 years. Easy to read statements. Green debit card stylish.

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  • author
    Linda Dooley
    Oct 02, 2022
    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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  • author
    jon pell
    Oct 01, 2022
    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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  • author
    Frank Schipani
    Oct 01, 2022
    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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  • author
    Taylor TILOCCO
    Sep 28, 2022
    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
    Sep 26, 2022
    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
    Oct 20, 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 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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  • 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
    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.

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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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