Citizens Bank
reviews and complaints

The user id and password remain in the sign on boxes even after I log off.

I have erased them and the next time I sign on to Citizens my information appears without my typing it in. This is not acceptable nor safe security wise.

I will be moving my accounts.

Please don't tell me you will wait for a new release of the software.

Don't tell me its cookies either.

Elizabeth Lennon

Millis, Ma 02054

Since they have merged with Investors Bank earlier this year, I have had multiple issues with my bill pay. In March, they double paid one of my student loans causing my account to go negative. Since it had already processed and been posted, there was nothing they could do. I ensured that the bill pay was set up properly so there would be no further issues. Now come July, my automatic payments through bill pay for 2 different loans were both cancelled. I am not sure why, but I went ahead and sent payments manually. Come July 10th, the payments went through. I thought they were the ones I sent manually. Then today, another set of payments come out of my bank account. I never authorized those, and I will be calling customer service, but I am sure they will say the same thing as last time-- sorry they already posted so there is nothing we can do. Now I am out $800 that I needed for other bills because of their screw up. I cannot get a hold of customer service or go into a branch most days of the week due to their hours of operation. When I do call, their wait times are too long for me to wait. They claim to have a chat option, but when often times, I cannot find it on the website. When I am able to find it on the website, I have waited an hour and a half on 2 different days. It shouldn't be this hard to get a hold of someone for help.

This is a justice issue. I do not usually do this (life is too short and I like to be kind!) but I must tell others...if they use this bank they will not be able to get their funds out in a timely manner because this bank does not actually tell you how to get your money out, Says there is "3-day" wait but that is not true. If it's over a certain amount they put a hold on it for a few days and then it takes a few days to transfer, then a few more days to get to your bank, and then the ball gets dropped into a middleman's lap and they lose control at this point, We needed money for a house closing and still do not have it after almost 2 weeks and have had to push closing back twice. The customer service is terrible, They may indeed be nice people, but how they can all look at the same account info and give you 8 different answers (yes we called 8 times and talked to different agents) is beyond me. It was very stressful and also took at least 15 min and usually more to actually talk to an agent. This is a huge miss ! If you want an online bank, look elsewhere!

You may make some extra $ with a higher interest rate but let me tell you, YOU WILL EARN IT!

FYI We still do not have our money. WHERE IS IT?

Simply put, whoever redesigned the online banking was a [censored].

Everything used to be laid out in a user-friendly manner. Now, for instance, to get statements, you have to go to Documents and then do a search for the statements for each account separately. You used to get all of them at once.

Logging in is a trial and error process. You never know if your attempt will go through or whether you have to wait 30 seconds for it to reset, if it resets at all. Sometimes you have to re-navigate to the site to try again.

Interest in my savings account hasn't been posted yet; it is three days overdue.

Since their webpage upgraded, I have not been able to log in, except for two times. I've called customer service every time. I've been transferred several times and only twice was I able to get online. I had to put my webpage to incognito to do it. It has been over three weeks now and nothing has changed. The customer service rep says that they are having trouble with their web page.

Opened checking/saving accounts cannot see this accounts on line. First time i called, representative advised i need to wait 24 hours for accounts to appear. Waited. Nothing appeared. Called again, other rep advised i need to call citizen’s credit card account, I refused to hear such bull… asked for supervisor, have been waiting for 30 minutes for supervisor. Terrible, unprofessional customer service. Very unpleased with service provided by this bank, considering just forgetting this horrible experience with a bank. My telephone number is [protected]. Will also file complaint with BBB for other to be aware of this horrible bank

It was happen when I log in on last Friday 06/23/2023. When I want to pay bills as I used to do. When I hit the button "MAKE PAYMENT" and it show "PAY BILL". So I hit the "PAY BILL button" and it guide me to "LET ENROLL NOW". My information like my full name, Email address and phone number are already there. Basicly I can not do the online payment as the old flatform (work perfectly).

The next day Saturday (06/24/2023) I go to local branch near me ask for help. They said that I have to call the bank customer service [protected] to report the problem and get fix.

So on the Monday 06/26/2023 around 8:15 AM I make a phone call. I wait for almost 20 mins to go through. I explain what happen as so on the first paragraph. She try some thing, but nothing fix so she switch to second person. I explain again and she do something but, again, the problem still there. So she swicth to (who I believe a manager). The third person seem understand what problem I have. But she don't know how to fix it and ask me to call back later. It took me more than two and a half hour on the phone. Today I log in. the problem still there. My name is Du Anh Trinh

The customer service of the fraud department is horrible the way they deal with Mentally disabled individuals. Something needs to be done about this. I called the fraud department after waiting about an hour till someone finally called me back . The fraud department kept locking my account for two days now. now the customer service rep told me I have to go into the bank over 2 hours away. Does this bank not have in place how to deal with mentally disabled customers.

Daniella Kineavy

[protected]

On May 29th,2023 I responded to an email from the fraud department that I did not recognize one of the transactions they were asking about. My card was automatically frozen, and I received a notice that they would call me. Unfortunately, even though I have long since removed my home phone from my account, they called that number. I was not at home, and my 76 year old father listened to the message, wrote the call back number down, and deleted the message. He then forgot where he put the number. When I try to call customer service, they want my card number, but because the card was frozen they don't recognize it.

Today, May 31st, I went to the Portage Rd branch in Tops Supermarket in Niagara Falls NY 14301. The teller insisted that the Fraud Dept. never calls, and refused to let me withdraw money or close my account. Note that I had my ID, not that she ever even looked up my account or asked for it. I got her name, because I want the company to understand whose complete and utter incompetence and lack of understanding of how both their own company works and banking law, has forever lost them a customer. Harley Burkett, I am not completely sure of the spelling because she was wearing no name tag..

On May 23th 2023 I was trying to buy a product on a social site that I always buy from when my debit card was rejected. On May 24th 2023 I called the number on the back of my debit card to find out why it was rejected. There was no option to speak live with someone so I finally pressed zero and got a message that said because of a long wait time they would call me back, after about an hour they called, but there was no one there so I did the whole process all over again. After waiting about another hour they called again and again there was no one there. After wasting about half a day I gave up. Now here it is May 25th 2023 and I still don't know why my card was rejected. I tried calling the number again on the back of my card, this time someone answered, but who's English was very hard to understand. She told me that she couldn't help me and that she would connect me to the fraud department. Again they said that there was a very long wait and that they would call me back. After an hour and a half they called me and again no one was there. Now here it is a couple days after they declined my card I still have no idea as to why it was declined and I still can't use my debit card. Please have someone call me to let me know whats going on and please fix the problem as I have enough money in my account my phone number is: [protected])

Escrow account deduction was changed and now is 5000 short, due to error on citizens bank. Was in contact with Chris Dawley and have not heard from her in over two weeks. I got a letter stating my escrow would increase by almost $800 because of an error on the bank part. I have suggested solutions, but no one is getting back to me. this will be an extreme hardship for an error I had nothing to do with, and no one cares. Very frustrating and disappointing experience with citizens.

We had the theft of a small amount of gold and silver coins from our safety box - possible bank employee involvement. A Citizens bank employee grabbed box, turned and opened box - later a small zippered pouch discovered missing. Citizen bank branch manager claims no video in room and proceeds to mock and smugly insult. Our loss estimated to be approximately $8500 (several ozs gold and silver coins)
No phone call, text, letter or email whatsoever by security dept or follow up by branch.

We have been with Citizens Bank since 1978 and stayed through all the changes over the years. Recently, my bank card started being denied in spite of having $4,000 to $5,000 in the account. You would think it would be easy to find out why this happened but it has not been easy. First, I call and get a customer service representative who speaks English with such a thick accent that I ask for someone who speaks better English. I finally call a phone number in Providence, RI to get someone I can understand. I finally find out that my card was frozen due to a purchase through booking.com. I was never notified. Every phone was at least 30 minutes before I could speak to someone. Then I did the online chat. I was given another phone number to call. I asked for a call back but I have not received one. It has been 4 hours and I am still waiting for the call back. My card is still frozen. I hope this did not affect the purchase of my plane tickets, hotels, and a rental car. What is wrong with citizens that a person cannot get any help within a reasonable time?

I just recently decided to resume the use of my Citizens Bank credit card. In April, I noted that I had not paid my credit card so I paid the full balance on April 20. On that same day, I received an email from Citizens to remind me that my payment was three days past due. Since I had paid the bill, I ignored the email. Several days later, I received a letter from Citizens noting that the bill was unpaid and that my $13,000 credit limit was reduced to $250. I called Citizens and I asked that my credit limit be restored and the manager said "No, I would have to apply for an increase." I explained that I had been a Citizens Bank customer for over 30 years and felt that this reduction was outrageous. I told him to cancel my card because I his attitude towards me was rude and condescending. I am now getting ready to start the process of redirecting my monthly pension payment to another bank and then closing both my savings and checking accounts. Although this is more troublesome than I care to be bothered with, I am forced to take this action for behavior that I cannot explain.

Once logged into my account, the protocol [system database] does not allow me to pay my total outstanding bill. The adage "time is money" applies here as I

will not continue doing business with Citizens if I continue not being able to

pay my total outstanding bill. Customer Service needs to contact their Finance activity to resolve this egregious issue.

Ronald Baranowski

Account ending in 4390

this company is fraud they never fished my claim I got ripped off buy fake job they closed my account on some [censored] had evidence of all this they closed it i couldn't open my online /they blocked my calls and account they are charge me fees and wont let me see what they are doing this was posted on the Washington post and they were sued the bank for the same matter i expect they will fix this or i will make sore they pay in money in deftly for what the [censored] this bank is doing

On March 16,2023 Citizens bank offset a business loan debt from my personal account ending in 328. Citizens bank took $3000 that was sent to me from a family member to pay my mortgage and applied it to a business loan for an LLC. The business is a Limited Liability Corporation and I did not give Citizens bank permission to use funds from my personal account to pay the debt. I have a business account that is attached to the loan via my EIN number. My personal funds are protected by the veil of the Limited Liability Corporation. Just because the business owes a debt, the LLC origination protects the companies members. The business is not set up as a Sole Proprietorship so the offset was illegal. I will be filing a complaint with the FTC as well as the attorney generals office. I feel that the bank overstepped their authority and enforced an illegal tactic to steal money from a personal account. I am demanding that the funds are deposited immediately as this has caused a significant hardship on my family. If any fees are accessed during this process, I will be seeking legal action to recoup the fees as well. This is an abuse of power and trust and I will no longer be doing business with Citizens bank and I will be informing all of my network of Citizens Banks greedy practices

I have two complaints
1. What good is your fraud department, when I have to have a new bank card every month
I don't know who keeps charging stuff to my card
Do you know how easy it is to find out who these people are
With in the last year I have had 8 new bank cards issued
I can't keep closing my account and reopening a new account
2. I am bedridden, so do you know how hard it is for me to do my banking
I wish you had people to help out the crippled

I went into the branch because I was having issues with my card and the wait time on the phone was 20+ minutes. When.I arrived at the citizens bank at 8298 Niagara Falls Blvd

Niagara Falls, NY 14304

United States the representative was VERY DISRESPECTFUL AND UNPROFESSIONAL. She began getting very loud because I asked her if she could print me off a new card because mine would not work at any store I went to. She got an attitude and said “Clearly your card is locked”. I said “excuse me, I know it’s locked I locked it because it wouldn’t work at any store when I had it unlocked”. She made a loud sigh in aggravation because I told her I need a new card as I was leaving out of town tonight and needed access to my money. She then threw my ID at me and told me to go to another teller. There was a lady standing right behind her who also works for citizens bank and said NOTHING. I have never been so disrespected and disgusted. This is my first account that I just opened at citizens bank and I will be withdrawing my money and closing this account. I can’t even believe you hired such an unprofessional individual. Another teller was able to print me off a new card and assist me but My’Shea needs to be retrained on professionalism because the disrespect I got from her was outta