Citizens Bank review: Customer service over a phone

Today, on 4/6/2024, I experienced annoyance and embarrassment ar the local Walmart when my debit card was declined during multiple attempts to make a payment. I immediately accessed my account online to make sure the balance was right. The balance was in order, so I then called the number on the back of the card. [protected]. The automated system notified me that the wait time would be longer than 10 minutes. It turned out to be 20+ minutes. No problem. The gentleman finally answered on the other end, and he was very polite. I provided him with my 16-digit card number and the last 4 digits of my social security number. He then notified me that in order for my debit card to be unfrozen, he must transfer me to another department. (? imagine how it feels after 20 minutes on hold being told that the line you were given cannot fix the simple problem). Ok, more dysfunctionality to come. I was transferred to another department, and a lady named Arolin picked up. This time, she asked me for my phone number, and I provided both ( I have two numbers attached to my account). She told me then, listen to that!, my phone number does not match one on the file ! So, she refused to help me on that ground and suggested I go to the bank directly to speak in person. Now, the problem is that my work hours allow me to visit local brunch only on Friday, and I explained it to her, asking her not to leave me without access to my funds for 6 days (since I was calling on Saturday). I offered to provide her with my total SSN number and account number. She was adamantly cold, inhumane and repetitive, repeating the same sentence repeatedly. I felt like talking to a machine, not a human being. I decided to talk to another representative and called again. This time, it was Natalie. I have to admit she was polite but could not help me either. I asked her to please connect me to her superiors or top manager since I refused to believe such a simple issue could not be fixed by a click of a button, considering I have all the verification info available. According to her, Mr Lee (no last names are ever given, so I guess no accountability for being a lousy manager), her manager from the supervisor department, was in no power to help me and consequently suggested I must go to the local branch to resolve this problem in person. Of course, I will survive until Friday by borrowing money for gas and food, but the amount of time spent on the phone and all the inconvenience caused by some mishap within the system is not going to be compensated. I am just expected to swallow such a lack of service and move on. Of course, I will. But I must point out the declining quality of customer service, sheer idiocy and inadequacy of both policies and their human enforcers. Shame on Citizens Bank. It made me feel like I was back in the USSR, dealing with heartless socialist beaurocracy.