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Citizens Review

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Reviews 124

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Sally Herigstad
Sally Herigstad
May. 03, 20214 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 4.29% - 9.73% APR
  • Variable-rate financing from 2.24% - 9.23% 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 4.29% - 9.73% APR, and variable-rate financing is from 2.24% - 9.23%.

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  2.24%-9.23% (2.24% - 9.23% APR). Fixed interest rates range from 4.29%-9.73% (4.29% - 9.73% 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: The borrower will be eligible for a 0.25 percentage point interest rate reduction on their loan if the borrower or their co-signer (if applicable) has a qualifying account in existence with us at the time the borrower and their co-signer (if applicable) have submitted a completed application authorizing us to review their credit request for the loan. The following are qualifying accounts: any checking account, savings account, money market account, certificate of deposit, automobile loan, home equity loan, home equity line of credit, mortgage, credit card account, or other student loans owned by Citizens Bank, N.A. Please note, our checking and savings account options are only available in the following states: CT, DE, MA, MI, NH, NJ, NY, OH, PA, RI, and VT and some products may have an associated cost. This discount will be reflected in the interest rate disclosed in the Loan Approval Disclosure that will be provided to the borrower once the loan is approved. Limit of one Loyalty Discount per loan and discount will not be applied to prior loans. The Loyalty Discount will remain in effect for the life of the loan.

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
    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
    Derek
    20 minutes ago
    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.
    3 days ago
    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
    Julissa Quesada
    Jun 09, 2022
    Being transitioned from HSBC to…

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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  • author
    D Pustizzi
    Apr 28, 2022
    Agreed!

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

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

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

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

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

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

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

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  • author
    Kendra
    Apr 18, 2022
    Unbelievably bad customer service

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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  • author
    JJ
    Mar 27, 2022
    Frankly

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

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

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

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

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

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

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

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  • author
    Eibhlin
    Mar 24, 2022
    Dishonest misleading promotion

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

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

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

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

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

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  • author
    Paul Martin
    Mar 16, 2022
    NIGHTMARE

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

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

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

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  • author
    SivaRam Kumar Mani
    Mar 08, 2022
    worst bank

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

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

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

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

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

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

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

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  • author
    Ty Jamison
    Mar 04, 2022
    First and foremost

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

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

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

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

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

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

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

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

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

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

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

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

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

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  • author
    Gino DiSomma
    Feb 24, 2022
    Go with any other mortgage company

    Go with any other mortgage company. They do not know what they are doing, losing documents, asking for more, lack of communication, cant get of hold of anyone but assistant. Asked to pay additional to expedite and it went in one ear out the other. Both the loan officer and underwriter state two different things. What a joke. We call voicemail, ask them to call us with an email to them, they reply back and no Follow up call so obviously they can care less of there clients

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  • author
    Beat Barblan
    Feb 22, 2022
    Worst service

    My bank account was recently moved to Citizens bank. So far my experience has been the absolute worst I've had with any bank over the past 30 years. It is virtually impossible to speak to a customer service representative unless you have hours of free time at your hands. Emailing is not offered. I was trying to set up an online account, but to do so requires verification with a phone number. I was given two choice of phone numbers, neither of them mine.

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  • author
    Kevin
    Feb 21, 2022
    Two chances, Two dissapointments

    Citizens apparently has a deal with ford for financing. It makes it easy at the dealership and the rates aren't horrible, but it is just so unnecessarily difficult to even pay your bills with them. The app is useless and just redirects you to a separate login on the website to pay. That's something that should take two clicks in app to do, and instead its a drawn out process of clicking through and logging in multiple times and its just not user friendly. To top it all off they kept locking me out of my account for no reason to where I would have to verify with a phone call every month just to pay, and no matter how many times I updated my contacts to make it my cell phone, it would keep going back to my house phone number. I purchased two cars that were originally financed through citizens, and both were refinanced within the first year because of how frustrating this bank is.

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  • author
    Steve
    Feb 18, 2022
    Every time i call customer service i…

    Every time i call customer service i have a 30 to 45 minute wait time for someone to answer the phone. This is ridiculous. Our time is not valuable to this company.

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  • author
    Michele Apgar
    Feb 16, 2022
    So I went into Citizens Bank with a…

    So I went into Citizens Bank with a check that was written out to my friend that I deposit it in my account. We asked the teller and we asked the manager of citizens if the check was real. They put it through the reader and assured us the check was real. Two days later $200 became available available. Then five days later I got a letter in the mail saying that the check was being on hold for a couple days. 5 days after that the check came back returned. So I went into the bank talkin to them kindly ask them why they told us this check was real. And I I asked them to please take my account out of a negative. Can I please have my $200 back and my $30 check fee and the other $20 check fee. They stated now it was my responsibility. This was not even my check, but the bank is telling me I have to pay for it. Citizens Bank is very rude very disgusting people work there. They were very nasty to me and nothing was accomplished. Now I'm stuck with a negative in my account due to a check that they said was real and to check fees that they gave me. I think this is ridiculous. I'm taking all my money out of all my other accounts. I will never go back to Citizens Bank as long as I live.

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  • author
    mally beatz
    Feb 16, 2022
    This bank is the worst I never had a…

    This bank is the worst I never had a bank do this to me every purchase I make they charged me twice but for some reason its only showing up in my transaction being charged once when I say this bank got me out of 800 dollars like just disappeared im hurt right now this bank should not be allowed to steal people money like this.

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  • author
    mr b
    Feb 15, 2022
    Have had Citizens for many

    Have had Citizens for many, many years. Was great until about 3 or so years ago. Now they are beyond horrible. They have frozen my debit card twice now, once, I received no notice or reason other than "suspected fraud" but they offered no proof. The second time I received a snail mail letter a day ahead of being deactivated. Customer service never picked up after 2 separate days and hours on hold. Local bank employee hung up on me when I called to ask how to remedy and complain about customer service. I did not raise my voice or use profanity, but he hung up on me with no remedy to the situation. I had to call a different branch to get helpful info. They are the absolute worst in banking with very unprofessional employees that go all the way to the top. Find alternative banking.

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  • author
    William McGuinn
    Feb 13, 2022
    The worst

    Citizens Bank has quite literally the worst customer service I have ever encountered. Across all industries and platforms. Regardless of your issue, whether it involves getting locked out of your account, questions about insurance escrows, etc., you will almost certainly not be able to handle the problem online or through their app. When you call customer service, the very best you can hope for is a 30 minute wait - just to speak to someone who is unable to help you. Granted, they did give me a good mortgage rate, but is it worth the time, aggravation and headache? I'm not sure.

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  • author
    Brenda Solomon Potok
    Feb 12, 2022
    Citizens bank is horrendous

    Citizens Bank is horrendous. Citizens Bank took over HSBC. They sent a new debit card and a pin in a separate mailing. They said to activate before February 19th by calling. When I entered the information, it said "You're not activated". It asks for SS #. Then it puts you on hold letting you know hold time is 30 minutes. This is my second attempt. A few days ago, it disconnected me after 32 minutes. Today, I've been on hold for 45 minutes and assume I'll be disconnected again. HORRIBLE customer service!!!

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  • author
    Jeff Dunn
    Feb 07, 2022
    We granted Citizens One Auto Finance…

    We granted Citizens One Auto Finance the right to take a payment from our business account via ACH Debit, meaning we ALLOW THEM TO PULL THE MONEY OUT to make our monthly payment on our work van. This is good for them and our company. This process has gone on for at least 2 years without a problem. Recently, the amount was pulled, then returned saying No Account/Unable To Locate. However, the account is there, plenty of money in it and nothing had changed on our end. They now sent a letter of collections and a $19 late fee. It could be a new year reset, it could be an incorrectly entered number on their side but the point is, we had nothing to do with it, nothing changed on our end and now I can't get an answer from anyone. In today's world, that means that this will likely occur for subsequent months and we get charged $20 bucks for their mistake and spend TONS of time on hold to speak to someone that will ultimately send us to another division. Four calls routed through to India were dropped or unintelligible/bad connection later, and another one to corporate that was never answered, and now on hold for 20 minutes. So now I expect these knuckleheads try to ding my credit rating. Customer service is very very poor. Stay away.

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  • author
    Dana
    Feb 03, 2022
    The customer doesn't matter

    Egregiously bad customer service and an online system that sometimes works and sometimes doesn't. When it doesn't, prepare for the customer service call to eat up over an hour of your day, at which point your issue may or may not be solved. Don't bother to contact the corporate office, they will not return your calls. I set up a link from my account at Citizensbank.com to my account at a different bank so that I could make inter-bank transfers. I received an email from CB confirming the accounts were linked. I transferred $3000 from CB to my other bank. I subsequently received an email from Citizens saying that they had permanently blocked the link to my external account. No reason or solution was given. Citizens Bank kept my $3000. They did not return it to my account and they did not transfer it to my external bank account. They held my $3000 without my permission and did not return it to my CB account until after I wrote an irate letter to Maria Ortiz/Bruce Van Saun at the Office of the Chairman. I asked, in the same letter, for Ms. Ortiz to remove the block to my external account. She refused and insisted that I call her. I spend over a month leaving messages, not one of which she has had the courtesy to return. Citizens Bank has their system set up so that my branch manager is powerless to help in these situations. My only recourse is to call the customer 'service' number which invariably involves a 1 - 1.5 hour hold time. This bank wants your money but they are completely indifferent to you the customer, your time your convenience and your experience. That is the message that I received loud and clear from the very top level of the corporation: the Citizens Bank Office of the Chairman.

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  • author
    LL
    Feb 02, 2022
    Not sure how they are staying in…

    Not sure how they are staying in business. I’m simply trying to terminate my PMI insurance for my mortgage which per my contract it’s been Eligible to have been done months ago. Every time I call it’s over an hour wait time. Last week after 1:28 min hold the rep told me I needed to speak to a PMi specialist but I can’t call directly they’ll call me in 5-7 days but they will send me a form and I have to submit my request in writing. The “form” they sent was an informational package which could have been emailed to me. When I didn’t hear back in over a week I called for them only to say “they still have till the end of the 7th day to call”. And if I didn’t hear back then I can call back on Friday (I guess for another hour long hold time). No option for a call back. No responses from my emails and “chat option coming” is of course still not available. Their disclaimer is that “due to Covid” they have reduced hours. Figure it out people- have your staff answer calls from home. Get them online to chat. Add a call back feature. I feel like I’m dealing with a company stuck in the 80s even the “form” they sent me was in typewriter font. Pathetic.

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  • author
    H Vogel
    Jan 27, 2022
    Citizens Bank seems customer focused, but not really. Profit and their convenience is what matters

    I've had an account with Citizens for 16 years. I have a HELOC and a maintain a small checking account to meet their requirements for a HELOC (autopay for monthly interest on the HELOC). Customer Service (other than branches) has always been poor, at best. I do everything on-line; call CS as a last resort (web-site could use work), but my HELOC rate is favorable and I've found ways of making the hoops workable. Last week I logged on-line but instead of viewing my accounts, there was an 'invitation' to enroll in paperless billing. I don't like, nor use paperless.I rely on on-line access to manage my finance with paper statements as a backup. I wasn't alarmed, I was going to just decline then spend 5 minutes or so to accomplish what I needed. There was no way to exit the 'invitation' unless you agreed to go paperless. Accompanying the 'invitation' were two links; one to the user agreement, the other outlining conditions.Hidden in the endless legalize was a summary of how you could return to paper -- BUT they said there were unspecified fee/s and you had to enroll first, then decline (e.g., pay an unspecified amount to go back to what you've had since you first opened your CB account. I've filled a complaint with the MA Attorney General's office. If you are a resident of Massachusetts and feel that, as I do, this is extortion, please consider filling a complaint as well. This is the last straw for me. My primary financial institution is a breeze to work with; Citizens: no way. Don't believe their claims of being customer focused; it's the bottom line for them. They bring you in with perks and then it's game on.

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  • author
    BC
    Jan 20, 2022
    PREDATORY FEES

    They are predatory with their fees. My account overdrew by $10. Transferring the funds to get this resolved takes 5 days and I can't deposit money directly since I don't live near a branch. They slapped over $150 of fees for this one overdraw. Good luck trying to get a hold of customer service. This is on top of the site never working properly to check on my account and it's near impossible to link other accounts to this Citizens account. I cannot warn you enough, DO NOT BANK WITH CITIZENS.

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  • author
    Viz
    Jan 14, 2022
    I would give it a negative if I could.

    I would give it a negative if I could. Customer service wait time over an hour to hear ...sorry nothing I can do. Was hospitalized and account went negative due to service fees on top of service fees. Asked for compassion due to long standing account holder and circumstances. Never a NSF etc... Threw me under bus and said pay fees. Closed account that day and will never recommend to ANYONE this bank. Will tell them RUN do no walk away from Citizens. Terrible service centers...pile on fees, defiantly not someone you can trust or want in your corner.

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  • author
    Roy Casey
    Jan 07, 2022
    Can never get in contact with customer…

    Can never get in contact with customer service. Like literally never

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  • author
    Hero
    Jan 07, 2022
    I was on hold for more than two hours

    I was on hold for more than two hours. Got disconnected twice. I finally got ahold of someone and they transferred me and got disconnected again! All I can say is they need to be reported to a government agency because this Bank is a scam.

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  • author
    Scott Stauffer
    Jan 06, 2022
    I am very disappointed with their…

    I am very disappointed with their customer service! Tried to get a simple bank statement for tax purposes. They closed my account in march and want to charge me for access to get my business statements while I have a personal account with them. waited 47 minutes on the phone only to get told I would need to wait 3-5 business days for this request!

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  • author
    Serg
    Jan 05, 2022
    HOLD TIMES ARE INSANE

    HOLD TIMES ARE INSANE

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  • author
    nicholas junjulas
    Jan 04, 2022
    Worst customers service ever

    Worst customers service ever. Ridiculous hold times. When you finally get an agent they are difficult to understand. Then they can't operate the phones and they hang up. The one person who actually tried to help me screwed my account up and locked me out. Try Chase or Wells Fargo. Much better!!

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  • author
    tobey hodgin
    Jan 03, 2022
    i have a mortgage loan w/citizens bank

    i have a mortgage loan w/citizens bank. they threatened to send me to a collect agency because i was 2 payments behind. bank records show that i am NOT delinquent. i have tried numerous ways to login online to no avail. the online site doesn't recognize ss# or account # even though we answered security questions. i've been trying to make a december payment for over a week. due to the holidays, that was impossible because the only ones i could contact for customer service could not speak english. now attempting to contact local citizen bank, so far on hold for 37+ minutes thus far. if i didn't have to pay closing costs, i'd refinance with another lender! shame on you citizens - you're too busy making more money for your CEO's and are less interested in good customer service - the one's that make you $$.

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  • author
    Chris Gauthier
    Dec 24, 2021
    I'd give it a negative number if I…

    I'd give it a negative number if I could. This bank is the worst online experience I have ever had with any company. I have a checking account and a mortgage with them and I can't access either account online. I can't change my password or username and when you call their helpline no one answers. Do not do business with these people. They are a terrible bank.

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  • author
    N K
    Dec 20, 2021
    Online security

    Online security One of the few financial institutes I have business with who does not care about customers' online security. They failed to implement two factors authentication. I talked to managers in person in two branches, called and emailed their customers' service, complaints via customer satisfaction boards for years, with no avail. Avoid.

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  • author
    Nick Chechile
    Dec 16, 2021
    Worst bank experience I have ever had

    Worst bank experience I have ever had. During Covid while unemployed I was charged nearly 2500 on bank fees. They overturned 222 dollars of them and refuse to overturn anything else. Absolutely predatory, during a pandemic. Worst bank out there.

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  • author
    John Lilley
    Dec 16, 2021
    Worst bank I've ever dealt with

    Worst bank I've ever dealt with. They allow anyone to access your account and steal your funds. Also, customer service is unresponsive. For the past hour and a half, I've been on hold.

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  • author
    Carlens Jean-Pierre
    Dec 13, 2021
    This bank is horrible this morning I…

    This bank is horrible this morning I woke up and was missing $1000 from my account balance this is unacceptable I would rite a zero star review if I could

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  • author
    Todd Hargraves
    Dec 07, 2021
    My experience is awful I live half the…

    My experience is awful I live half the year in Florida half the year in Rhode Island had all the money in the world and Citizens Bank but couldn’t get a simple wire transaction done because I was in Florida with all the technology that we have I couldn’t get a lousy $27,000 wired to a car dealership and lost a classic car that I was trying to buy I’ll be moving A half $1 million or more out of Citizens Bank after being a custom 30+ years

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  • author
    Loretta Freeman
    Dec 03, 2021
    I have been with Citizens bank for more…

    I have been with Citizens bank for more than 25 years. I am sad to say I will no longer be doing business with this bank. On Thanksgiving day I went to a ATM at a Giant store in Southampton to withdraw my weekly withdrawal. I did everything I was supposed to do BUT receive no money my receipt said they took the money from my account. The customer service was oh well you may not get your money back for 10 business days. The real kicker is this is not the first time this happened too me. I should have cancelled this account but stupid me I have them a second chance. Listen to me people that was my biggest mistake. This bank doesn't care about their customers. I went on their website wow so many bad reviews about how this bank steals your money for as long as they can and trag it out. Take my advice this bank sucks and doesn't care about their customers. I will repost this review every day until I receive my money back in my account.

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  • author
    Mark Jones
    Nov 26, 2021
    I paid my monthly payment and sent a…

    I paid my monthly payment and sent a extra 25k like I have done at many other banks they applied some ti principle and other to extra payment was not trying to pay extra payment to get a head but was told by customer service that the way they do business since I pay electronically

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  • author
    Lynda
    Nov 17, 2021
    Worse bank ever

    Worse bank ever. They let anyone go in your account and take your money. Also customer service never answers. I've been on hold now for an hour and a half. And don't leave your previous bank because of their 600$ bonus. Your not gonna get it!!!!!. I would l dnt recommend this bank to anyone.

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  • author
    Gabriela Mendoza
    Nov 12, 2021
    Our home loan was transferred to…

    Our home loan was transferred to citizens… by far the worse people on plant earth. We started to receive spam calls back to back and turns out it was one of their agents trying to collect their debt ( mind you there is a 15 day grace period before being “late”) and this employee was rude off the bat, demanding a reason why they hadn’t received the mortgage by the 1st. Our previous loan was with freedom, and never have been harassed. I’ll be going into the bank to see who can take an in person complaint

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  • author
    Ted Wilson
    Nov 08, 2021
    I tried to open a business checking…

    I tried to open a business checking account for a trust I am a trustee for. What a massive disappointment their banking experience has been for me. Firstly, cannot do anything online. What year is this? Secondly, I cannot send documents over the email because the citizens email server blocks attachments. Thirdly, there is no secure upload portal to send said attachments. I wasted a month trying to open an account with them and it didn't come to fruition based on some claim that the trust requires 3 out of 3 trustees to open it. What a colossal waste of time, and I am going to throw that mailer that I got for opening a personal bank account right in the trash. Amateur hour over at citizens bank.

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  • author
    Mariah
    Nov 03, 2021
    Bank is holding my money illegally

    I opened a checking/savings account in late September because I wanted to take advantage of their $600 promo. I opened the the account with a 50k check I received from my late father’s estate. I expected there to be a hold given the size of the check and the fact that it’s a new account. Then I get a letter saying that my funds won’t be available until 90 BUSINESS DAYS from when I opened the account! So, like in February. The customer service rep (who I could barely understand) told me they had trouble verifying the funds. I’ve dealt with the bank to issued they check and they said everything is find on their end. I go to a branch and they said the hold would “most likely” fall off before 90 days. Somehow I’m earning interest on this money I have no access to though? It takes 90 days to determine if a check is legit? They have until the end of this week to do something about this or I’ll be closing my account

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  • author
    Katie
    Oct 28, 2021
    Outrageous Overdraft Fees - Poor Customer Service

    What can I say? The overdraft fees are robbery! We opened a Student account for my son and were told that he would not get overdraft fees. Not true! Recently, he was barraged with hundreds of dollars of overdraft fees that the bank. Easy to do when each fee is $35. After meeting with the bank management in the local office and having the problem escalated to a Corporate office that customers cannot contact, we were left with no assistance whatsoever. They just blew us off! An EXPENSIVE lesson - Do not do business with a bank that openly admits to using fees charged to customers as a source of profit.

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  • author
    John Doe
    Oct 21, 2021
    Thieves, Scum, Amateurs

    Thieves. Scum. Amateurs. Just a few words I would use to describe Citizens Bank.

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  • author
    Ana Rodriguez
    Oct 16, 2021
    The worse customer service…

    The worse customer service ever!!!!!!!!! My plans were switch wasted an entire day waiting for customer service to answer they make you wait like 2 hours just to answer for stupid like i called so they can unlock my account waited in the prking lot for hours im pregnant still waiting got to the store at daytime and now is night time and then on top of it on e bo answer going on 2 hours now on hold

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  • author
    Helen Fong
    Sep 26, 2021
    They offer you the best interest rate…

    They offer you the best interest rate and will not approved. but underwriters keep asking similar questions and doesn't review the documents we sent. Need training for products, assets and knowledge. Horrible experience applying mortgage, keep delaying the process until the closing date, still pending. MISTAKE to choose Citizens Bank, A bank doesn't care the customer!!! Prefer NO STAR AT ALL

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  • author
    Bwidget
    Sep 22, 2021
    Terrible

    Terrible. Worst overdraft policies, no real benefits, no flexibility. Bad customer service. I would give them 0 stars if I could. Go anywhere else.

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  • author
    Joe Perreman
    Sep 20, 2021
    citizens bank - holder of money, decliner of service

    this bank is actually awful. it feels like i dont have access to my money more of the time than i do. their app is straight from a dumpster and is CONSTANLY undergoing maintenance so you always get the same "you account is not available at this time" pretty much every time you use the app, to make things comical they number you call for customer service recommends you use said service to waste more of your time. today i called because i coundnt use an atm, after sitting thru all these options and sub options (literally not one leads to a human) the call said it was being transferred, which really meant it was playing a "covid has effected our hours" message then hung up leaving me ABSOLUTLEY LIVID. nearly 10 business days ago (im waiting on 10) an atm ate my withdrawal while charging my account despite filing a claim right then and there i still have no word or retribution from citizens. In short cancel your accounts lol, they dont give two sh!ts about you

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  • author
    Paula Jones
    Sep 16, 2021
    IF I COULD GIVE ZERO STARS I WOULD

    IF I COULD GIVE ZERO STARS I WOULD. HORRIBLE CUSTOMER SERVICE. Someone stole money from my account, you would think I would be able to rectify the situation quickly. NOPE. They have you jump through all these hoops. Automated phone number has no option for speaking to an actual HUMAN BEING. I am extremely busy and had to take time i DON’T HAVE to visit the branch and talk to someone. Citizens Bank, you should be ASHAMED. EDIT: 2 stars for when I FINALLY figured out a different number to call. The customer service rep was very friendly. Still, the actual bank could be a bit more user-friendly because this took a lot more time than it should.

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  • author
    Live Free or Die
    Sep 08, 2021
    Terrible bank

    Terrible bank, terrible service. I'm sorry, but the only thing worse is the know-it-all arrogant staff and customer service - most of which are clearly low salary, low IQ 20-somethings. Not the place to trust with your hard earned money.

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  • author
    Eugene Chester
    Aug 31, 2021
    Its come to my understanding that some…

    Its come to my understanding that some of you are having issues with getting access to your money. I advise to complain about it to Recoup.live they're the ones who will help you get access to your money back.

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