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Citizens Bank
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1.6 399 Reviews

Citizens Bank Complaints Summary

55 Resolved
344 Unresolved
Our verdict: With Citizens Bank's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Citizens Bank reviews & complaints 399

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Newest Citizens Bank reviews & complaints

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5:22 pm EDT
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Citizens Bank Citizens access online bank

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?

Desired outcome: Tell others to run from this online bank

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2:10 pm EDT
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Citizens Bank Online banking

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.

Desired outcome: Go back to the old system.

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12:44 pm EDT
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Citizens Bank Web Page Upgrade

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.

Desired outcome: Access my webpage.

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9:55 pm EDT

Citizens Bank Checking/saving

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

Desired outcome: Call my cell provided above

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11:20 am EDT
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Citizens Bank Business checking

On or around April 13th, I brought two checks into the bank for deposit.

When Reconciling my accounts, I did not see the deposits.

Went into the bank for help, and was asked for canceled checks. So I called my customers, received the checks and went back to the bank. This time they looked once again for the deposits, could not find them in any of my accounts. I could has told them this of course. Then was told that I need to present a receipt to prove that I made the deposit. My $800.00 was put into someone elses account and the bank will do nothing about it? The manager was very dismissive and no help at all. I cannot believe that it is that hard to search for deposits on a certain date or date range.

Desired outcome: To get the money that I deposited into my bank account back... $806.00

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6:02 pm EDT
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Citizens Bank Can not pay bill online as the old flatform. Try to call and speak with 3 people but nothing was fix.

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

Desired outcome: Hope some one fix this flaw.

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10:47 am EDT

Citizens Bank customer service/ fraud department

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]

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4:44 pm EDT
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Citizens Bank Refusal to close my account or allow my to remove my money

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..

Desired outcome: In an ideal world, the teller would be looking for new employment. I'd settle for having a way to access my money before I have to pay my bills.

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2:58 pm EDT

Citizens Bank Can't contact citizens about my debit card being declined after 2 days of trying.

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])

Desired outcome: Please call me so we can get my card working again, Its been 2 days now and I can't contact anyone from Citizens to get my card working again My phone number is [protected] Email address [protected]@AOL.COM

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11:07 am EDT

Citizens Bank Escrow

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.

Desired outcome: A solution that does not put a hardship on me.

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7:39 am EDT

Citizens Bank safety deposit box theft

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.

Desired outcome: Return of items and apology for unprofessional conduct.

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Update by G and J
Jul 20, 2023 7:38 am EDT

After contacting the police again we finally received acknowledgement from Citizens about the theft - after a full year of inaction.

Delay and coverup coupled with the original theft are felonies !

Others should reconsider about depositing any valuables with the Citizens branch at 1919 Easton rd willow grove PA 19090

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10:20 pm EDT

Citizens Bank Getting my bank card frozen after I bought plane tickets

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?

Desired outcome: I would like my bank card immediately unfrozen. My name is Mary Broomhall. Your customer service sucks. My phone number is [protected]

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2:50 pm EDT
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Citizens Bank Credit card

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.

Desired outcome: I would like an apology and an explanation for this bad practice and behavior.

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8:07 pm EDT

Citizens Bank Pay my bill

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

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10:04 pm EDT
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Citizens Bank Claim current claim closed bank did not write my check for claim but claim went through no check

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

Desired outcome: return the money or to sun run this is fraud or to me .. i will hire lawyer this is [censored]ing [censored] now i dont have check or the money to sun run thses guys [censored] me on now what i believe in is [censored]ed up

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10:12 am EDT

Citizens Bank Illegal offset from personal checking for business line of credit

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

Desired outcome: I demand that my funds are returned immediately

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6:13 am EDT
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Citizens Bank Banking

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

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12:19 pm EST

Citizens Bank My’shea customer service worker niagara falls blvd

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

Desired outcome: She needs to be fired, retrained, suspended or something because she is beyond rude and unprofessional.

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8:30 pm EST

Citizens Bank The branch ATM taking a 1000 dollar deposit but not recognizing it, saying there is an error but I can't get my cash back

At 1:50 PM on February 13 2023 at citizens bank in Haddon heights NJ, I used the outside ATM to make a deposit. I deposited 1000 dollars. 800 in 50s 200 in 20s. The ATM took my cash in it's slot. It told me that it can't process it nor can it return my money. The bank manager also did not return the money nor show much care about it. I made a police report with an officer on site.

Desired outcome: My1000 dollars plus 1000 dollars for emotional damage incurred.

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9:05 pm EST
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Citizens Bank Credit card

I have been trying to get some assistance with my credit card. I only use it for international purposes and I am questioning fees on an international transaction which seem excessive, especially as they claim not to have a fee. I called the [protected] line and have been on hold now for one hour and 16 minutes. It is Wednesday evening. It cannot be this busy? Or do they just have no one working tonight? I don't think I want this company as my international credit card. I am in the States, but if I were overseas, this would become alot more tedious.

Desired outcome: I want them to contact me and resolve this, and unless they can address this non-customer-service, I want to cancel my card.

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Citizens Bank In-depth Review

Overview: Citizens Bank is a well-established financial institution with a rich history and a strong commitment to its mission and values. With a wide range of banking products and services, they aim to meet the diverse needs of their customers.

Products and Services: Citizens Bank offers a comprehensive suite of banking products and services. From checking and savings accounts to loans, mortgages, credit cards, and investment and wealth management services, they have options to suit various financial goals and preferences.

Accessibility and Convenience: With numerous branch locations, Citizens Bank ensures easy access to their services. They also provide online and mobile banking options, allowing customers to manage their accounts conveniently. Additionally, their extensive ATM network and responsive customer service contribute to a seamless banking experience.

Interest Rates and Fees: Citizens Bank provides transparent information about their interest rates for different accounts and loans. Their fee structure is clearly outlined, ensuring customers are aware of any charges associated with their services.

Customer Experience: Opening an account with Citizens Bank is a hassle-free process, and their customer service is known for its quality and responsiveness. The online and mobile banking experience is user-friendly, with a well-designed website and mobile app that make managing finances effortless.

Security and Privacy: Citizens Bank prioritizes the security of customer information. They have implemented robust measures to protect data, including advanced online and mobile banking security features. Additionally, their fraud prevention and detection systems ensure a safe banking environment.

Reputation and Trustworthiness: Citizens Bank has built a strong reputation in the industry. Positive customer reviews and feedback attest to their commitment to customer satisfaction. They have also received awards and recognition for their services and comply with industry regulations.

Community Involvement: Citizens Bank demonstrates corporate social responsibility through various initiatives. They actively engage in philanthropic efforts and support local organizations through partnerships, contributing to the well-being of the communities they serve.

Financial Stability: Citizens Bank has consistently demonstrated financial stability, with strong performance and growth. Their ratings from credit agencies reflect their solid standing in the industry, ensuring customers can trust their financial services.

Pros and Cons: Citizens Bank's main strengths lie in their comprehensive range of products and services, excellent customer service, user-friendly online and mobile banking platforms, and commitment to security and privacy. However, they may face competition from other banks that offer more competitive interest rates or lower fees.

Conclusion: Overall, Citizens Bank is a reliable and customer-centric financial institution. Their wide range of products and services, convenient accessibility, strong security measures, and community involvement make them a suitable choice for individuals and businesses alike. However, customers seeking the best interest rates or lowest fees may want to compare options with competitors.

Final thoughts and considerations: When considering Citizens Bank, it is important to assess your specific banking needs and preferences. Whether you prioritize convenience, customer service, or financial stability, Citizens Bank offers a solid banking experience with a commitment to meeting the diverse needs of their customers.

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Phone numbers

+1 (877) 360-2472 +1 (800) 922-9999 More phone numbers

Website

www.citizensbank.com

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