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Citizens Bank
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1.6 1 Review 401 Complaints
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Citizens Bank Complaints 401

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11:13 am EDT
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Citizens Bank Change from HSBC

I am currently based in South Africa. My cheque account was transferred from HSBC to Citizens. I cannot get access to it. I call from South Africa. I have just been on the phone for 1hr 45 mins , eventually got through to Brian and was cut off. I have made a number of calls to Citizens, often in excess of an hour, and no-one is able to help. They do not allow one to receive a verification code on a foreign number, so I simply cannot access my account. It is utterly pathetic. How could HSBC have handed my money to a bank who is unable to service me.

Desired outcome: Give me my money back and don't let me have anything to do with Citizens again. Customer service shocking.

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DBT1061
Salisbury, GB
Jul 13, 2022 1:43 pm EDT

Same here. Only response to CPFB complaint was to suggest closure which they still haven't done.

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11:30 am EDT
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Citizens Bank Citizens Bank forced on me by HSBC

I was a customer with HSBC for many years. They closed small accounts and notified me that Citizens Bank would be taking over their accounts. I notified them several times by calling and writing that I did not want my funds transferred to Citizens bank and that I was transferring all of my funds to a local Credit Union.

They transferred anyway and now Citizens bank has refused to close my account after several attempts of notifying them saying they will soon charge 9.99 for not adding funds.

Desired outcome: CLOSE MY ACCOUNT! It's not that hard!

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DBT1061
Salisbury, GB
Jul 13, 2022 1:42 pm EDT

Same here. Asked to close accounts, no response so far.

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4:35 pm EDT

Citizens Bank Checking/savings account

Never opened an account with Citizens. Was transferred over by HSBC, want to close my accounts but cannot get anyone on the phone or online to close accounts and will charge me for having an account I never set up and cannot close!

Desired outcome: close my damn accounts!

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9:56 am EDT

Citizens Bank Emma Daher / Denise Judge

Hello Citizens Bank,

I submitted the complaint below to Denise Judge as I was instructed to by Emma Daher after terrible service. Of course I did not hear anything back from anyone acknowledging they have received my complaint. Below is the complaint. My wife and I will be moving all of our banking across the street to TD Bank because of the services received by Emma Daher.

Hello Mrs. Judge,

I would like to voice a complaint for terrible customer service received from Manager Emma Daher on 3/21. Myself and another customer waited for 1 hour in the lobby waiting to complete a wire transfer. One banker was working with a customer while manager Emma sat in her office with door open. After about a half hour with no acknowledgement that she was aware we were waiting I asked Emma if she new we were waiting for help. Emma stated someone would be with us with not much caring. After 30 minutes the other sr. citizen customer left as she could not wait any longer. I stayed just to see how long Emma would leave me waiting while she sat in her office with no customers. After about 1 hour, Emma called me in and did not apologize until she could see i was agitated. Emma demonstrated to me she does not care about Citizens Bank or your customers with her arrogance and not caring when I mentioned I would be switching banks. The least she could do was waive the wire transfer fee for my wait. Emma is sure to cost you more customers as she does not seem to care.

Feel free to reach out to me if you desire. I would like confirmation this complaint has reached Sara Gagne.

Sincerely,

Michael Carruthers

[protected]

Desired outcome: I would like to hear back from Emma's Supervisor and receive an apology for this terrible and arrogant treatment.

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4:34 pm EDT

Citizens Bank Wire Transfer Service

16 March 22 It took 2.5 hours to do an online domestic wire transfer with Citizens, from the first phone call to final hanging up. I don't know how long the actual transfer will take. It has been 2 hours and I haven't heard from them. $30 charge.

I then did a second domestic wire transfer with USAA and it took 20 minutes on the phone, then 30 minutes later I had a message that the wire was completed. $20 charge.

Citizens' customer service waits were long, there were many transfers and they acted like I was being given a favor to do the wire transfer on-line. There are no Citizens banks in my state, how else was I supposed to do it?!

Additionally they limited the amount I could transfer for no apparent reason. I needed the transfer to purchase a home. Fortunately I had the extra 40K needed in another account, but many, many people wouldn't have and this would have held up their house purchase or made their lives extremely difficult.

Just poorly done by Citizens Bank. I didn't sign up for Citizens, I ended up with them when they bought HBSC. I'll be closing the account next week. I don't need this kind of poor service in my life.

Desired outcome: Citizens bank learns how to be a fully functioning on-line bank before they bring in accounts that expect quality all-around service. Maybe ask USAA for some training help.

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5:04 pm EST

Citizens Bank Overdraft charge. Unable to close this account

This bank account kept charging me overdraft daily while im not local. I live in a different state and i cnat manage close this account.

The supervisor citizen one fixed my account but never closed my checking account. The capital one took 120 dollars from citizen one bank and the citizen one bank charged me 2 late fee. I returned the money to citizen one bank.

Everytime i try to cover up one fee. A new fee gets added. The transfer wire take another fee. The customer service wait time 30 minutes to 60 minutes just close this damn account. Do not use this bank at allllllll.

Desired outcome: close this account [protected]

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4:07 pm EST
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Citizens Bank Vivant line of credit with citizens - fraudulent charges

I had a Vivint home security system installed in my home during July of 2021.

After installation I was not satisfied with the equipment as I wanted another camera. I asked vivint to come and remove the equipment and close the account because we could not reach an acceptable price. I got a call from a customer retention person offering from me a deal with the extra camera to remain a customer. The stipulation was that the total amount owed per month - equipment and monitoring had to be less than 50.00 total. The deal was for monitoring fee and for the additional camera, a lower equipment package and a lower monthly bill. I took the solution. The camera cost would be incorporated into my existing line of credit and paid out over the term which was 60 months... for a small fee per month, approximately seven dollars a month. If you will provide the recorded conversation with the vivint rep, she mentions the 7 dollars as a small fee per month.

This is where the problem began, I was billed, 429.99 for the additional camera on July 20. 2021 on the credit card I had on file for auto pay.. I called customer service and they told me that was a mistake and they would fix it. They credited the 429.99 back to my credit card on file. Looking at my payment history for Vivint, I see that there is an entry on July 20 that says Payment Processed line of credit and was for 429.99 So this indicates the camera was billed to the existing line of credit according to the entries in my billing history.

This is correct. I'm not sure what happened after this.

The original equipment fee was 2527.66 as billed to my Citizens line of credit. When my equipment charge was lowered by the customer service agent, I got a credit for 1275.00 on June 21t It was the amount that we reduced my equipment package. On June 29, The 2527.66 + 429.99 and removing the 1275.00 credit left me with a line of credit for the equipment for 1682.65. Divide that by 60 - which is the term I agreed to: leaves 28.04 as the equipment charge for my line of credit for 60 months. For some reason, my transactions, which took place in June and July have some new rule assigned that says if you add on to an existing account, you have to make random payments for 6 months and keep making them until the account has a zero balance. The term for the payments for the equipment from Citizens is currently wrong. My monthly payment should be 28 dollars not 112. What I find incredible is that everyone that has looked at my account has remarked how screwed up this is and says it should be changed. Nobody can come up with a solution to fix it. I find it incredible that you, Citizens Bank knows that it is incorrect, and you have spoken to Vivint to no avail, but you are still placing my account under collection. I have done all I can do here, You are fraudulently stating that I have neglected a debt and that is not true. You have been paid, by Vivint for my equipment. During February, with someone named Jennifer from Citizens got on the phone with me and a Vivint support person. They figured it out and told me that I was good to go. I agreed to pay the 10 months of charges which was about 300 total; I am current and paid through March.

I have worked with just about everyone that answers the phone at both Vivint and Citizens and have been doing this for over 7 months.

Vivant should issue a credit for the current ilne of credit - the one with the incorrect terms. Then

:

Close the current line of credit and Vivant can pay off the approx 1600 for that total. Use the money to pay off the new line of credit you will create for me with a monthly equipment fee of 28.11.

The suggested solution by a Citizens employee was to close out the current account and mark it as paid. Then open a new line of credit using the terms I agreed to. I cannot pay a 600 bill as I am unemployed. I have already paid you for the charges I should be paying and am current through March 2022. with the correct montly payment of 28.11 per month.

While looking up filing a complaint against both companies, I found that Vivint has a class action that has just begun due to the same type of practices I have outlined above. They have the suit filed by another lending entity and claim they have destroyed their reputation and have suspect selling practices. I am reaching out to that group to see if I can join. This saga has been drawn out over months due to inaction my Citizens and Vivint.

Desired outcome: Set up my account as promised by the agent Or, credit the remainder on my account for equipment and monitoring, remove the equipment and close my accounts with Vivint and Citizens.

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10:02 am EST
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Citizens Bank Credit of sign up rewards

Dear Citizens Bank,

I opened my checking and savings accounts with Citizens in November 2021.

When will you credit the prmised sign up rewards for the new checking and savings account?

I tried calling you but you are not answering your phone after at least 60 minutes wait time. You are not offering call backs ans make it extremely difficult to communicate.

Thanks,

Steffanie

Desired outcome: Credit rewards

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12:24 pm EST
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Citizens Bank Mortgage service pmi

We have contacted Citizens Mortgage department several times for several years to remove PMI from our loan. Each time the customer service agent said that they would send it to the department that would take care of it not one time has this happened. We called on Mar 3, and was told we have never requested that it be removed. That was not true, we have and the agents have not done their job of submitting the request. Additionally, we Citizens bank does not send any confirmation of a call or that your request was being processed. We, in good faith trusted that the Agent was doing what they were supposed to do on our behalf. When I asked to speak with someone that could assist me I was told no one was available because no one hardly comes in anymore; not my problem. I asked if there was an email or a number I could get to follow up and she said no and I replied that I would find someone on the Corporate site to email my concerns to . This has been going on for at least 7 years without any resolution.

Desired outcome: I would like the PMI removed from our loan for the last 7 years and phone call to discuss.

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11:17 am EST

Citizens Bank Account security

My personal account was hacked and almost drained of my cash in 3 online “external transfer” transactions. We’re talking thousands of dollars. It took 3 calls to their foreign “customer service” department to actually get a claim filed. Even though after each call, I was assured the rep was filing a claim on my behalf. Then, after I confirmed the first 2 incidents, I WAS HACKED AGAIN! Between the lax urgency in their handling of my issues, my returned check payments due to my account being wiped out, the nonchalant attitude of my home brach manager, the lousy customer service and their refusal to send my documents via Fed ex,

I will NEVER do business with Citizens bank again.

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5:19 pm EST

Citizens Bank Unable to reset my password

Major issues with trying to reset my password!

I am incredibly frustrated as I spend the past week in excess of 5 hours or more trying to re-set my password. I have tried reseting my password either via my app or pc just keeps saying try again later! I have tried deleted my cookies nothing works! Also tried the trouble logging in link.

I have called citizens on a number of occasions the wait time have been in excess of 45 - 60 minutes to then it just cut outs! I have traveled overseas to spend quality time with my family that I haven’t seen in over 3 years and having this unresolved is incredibly stressful.

I am again on the phone for 5 time this week in a hold longer than 45 minutes! I can’t get this time back 🥲🥲🥲🥲

I currently have no access to my accounts & unable to pay my bills & credit cards! This is unacceptable!

My name is Rachel Munyard

[protected]@gmail.com

15 Hampstead RD, Unit 1

Boston MA 02130

Desired outcome: Resolved the issue with app so I can log in or reset with ease!!! I can not get back that time ever!!!!

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5:46 pm EST
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Citizens Bank Checking

This is the absolute worst bank ever! Ill start by saying I've been a customer for over a year I have a personal and business bank account here (which I will soon be moving all funds to a new bank). They have treated me like a criminal since I've had this account and I have overlooked it. I have to verify almost every debit transaction. I recently deposited 2 checked into my personal account the next day they cleared funds on 1 check and left hold on the other which was fine but hours later they placed a hold on the check they had already cleared causing my account to go in the negative over $3,000. Then I call and ask if they can call the bank check was drawn from to verify my check because I had bills that needed to come out of my account and without actually saying they don't really care about my personal finances they stated that It was held by the fraud department and now my account has to sit in the negative for a week and my bills will be reported to my credit as late. I have never had a bank that treated me as the customer a criminal for this reason I will be taking my personal and business banking to a bank where I am valued as a customer. I am being criminalized by a financial institute that I not only trusted with my own finance but have sent over 20 people to them. I am very disappointed in their customer service.

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4:46 pm EST

Citizens Bank services

i went to oakland brnch to close my checking account to a saving account an the teller tiffany handle the transaction because the governmentwas trying to obtain my banking information. i deposited $297 dallor money order in the sving accout. i went to purchhase some househiold items and bank card did not work stating no funds. i went back to bank and explain card wasnot working and she reset the pin. i then nt to return alaptop that did not work and gave vendor my card so he can return money to my account card did not work again. i went back to oaklnd branch and wanting to close my account and she refused want to get my signuture. citzens bank been saleing my singnute to mulslins to arrange bogus weding Citzen bank is double dipping and the tellers are disrpectful. I hen went to Citzens bank in Mount Lebonton thinking that they would help to only relize that nicklous the mngr betrayed me and try to arrange a weddig by phone. I'm tried of the trickery and disrespect of this bank. i do not put my bank information in on laptop or cell phone i do all business in person. i very hurt behind this experience and i contcted the justice department about this problem theresa carroll independent.

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3:16 pm EST

Citizens Bank On line account and customer service overall

This company is so poorly run that they have a website that doesn't operate properly 90% of the times I've tried to use it. Then they tell you to call customer service which involves a phone maze, being placed on hold and then being offered a call back. The call back came over two hours later and was just a recording saying "This is your call back". That's it! No real person, just silence! After this debacle, I called the alleged customer service number again. After going through the phone maze AGAIN, I was placed on hold with music that every minute or two stopped so a recording could tell me that I could access my account information by going to the website. The same website I spend all day trying to get fixed and was the whole reason I was contacting Citizen's Bank! My issue did not get resolved. The incompetence and poor customer service is nothing short of disgusting.

Desired outcome: Do something about your horrible customer service.

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Update by Lori Johnson
Jan 25, 2022 3:23 pm EST

This company has absolutely horrible customer service. Their website almost never operates properly and the alleged customer service phone number only takes customers to a phone maze followed by indefinite hold, awful music and a reoccurring recording telling people to use the website, yes, the website that is ALWAYS having issues. Customers do not speak to a real person (even when the system calls you back.) and no issues are ever resolved. I recommend NO ONE do business with this inept company!

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9:39 am EST
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Citizens Bank Mortgage and escrow

It has been months. We were contacted in July to refinance our mortgage. We provided information and the person did not follow up. We followed up multiple times and nothing. I finally went in to the bank because the wait time when I called was over an hour and no one knew anything about mortgages. One of the employees waited on hold with me for over an hour so I could make an escrow deposit and it has not even been done correctly because they made it to the wrong account and now my escrow is in the negative. Someone finally contacted us about our mortgage, John Sogliuzzo, and he is terrible with follow up. He isn't doing his job and isn't taking responsibility when this is pointed out. So both our escrow and mortgage concerns remain and Citizens has just fumbled again and again.

Desired outcome: Someone to apologize and the job to get done

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8:44 pm EST

Citizens Bank Bank fee

In a nutshell, as I don't know what information or documentation you need:
on 11/23 citizens bank charged me a fee of $125.00 for a levy of $180.77 from nys
tax dept. On my, incorrectly. I cleared this with nys tax. They sent a letter to bank notifying release, and I was refunded the full amount on 12/10. Yet citizens kept the fee. I am elderly and disabled and these funds were deducted by my ssdi check deposited on 11/3/2021. I feel citizens should return this fee, but they say it is non-fundable. I did not receive any information pertaining to this matter till after my account was emptied. Coincidently at the same time, it slipped through the cracks that I was a victim of identity theft and they changed my account where monthly ssdi was deposited in to a phantom account.
Besides quite a few battles with this bank. All I care about at this time is getting that fee of $125 back.
Sincerely
jeffrey m. Gage
sincerely,
jeffrey gage

Desired outcome: REFUND OF BANK FEE

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11:44 am EST

Citizens Bank Sommerville location

If you are a listing agent.. thinking that a small HOME TOWN bank would be a good choice.in a multiple contract situation. THINK AGAIN. I just was in a transaction where the property appraised well over contract price.. and they would not finance.. buyer was APPROVED. They wasted nearly 40 days of our time..

They failed to plan to succeed.

Desired outcome: Communication

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4:15 pm EST

Citizens Bank fraud department

11/16 21 11/17 /21 11/18/12 fraud happened to my checking account turned it into the bank in bennington vermont they turned it into the fraud department and they said it wasn't fraud the companys name that took my 5200.00 + was called wave.com never heard of them never did business with them don't know who they are, would like to know why the bank didn't reimbursed me for the fraud that took place you didn't honor may checking account I have contacted the fraud department 5 times they sent me a letter saying it's not fraud, so I have a police report saying it is fraud, contacted the FBI, No one sent me any evidence who these people where who robbed my checking account I certainly did not give them permissionto take any money, your fraud department has all the info checking account ending in 2258 Theodore H Baker, pobox 33 hoosick falls ny 12090 cell phone [protected]

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11:46 am EST

Citizens Bank Fraud/customer service

Someone fraudulently opened up 3 banking accounts under my name with my residence address and my social security number. Fraudulent accounts were opened in my name/social security card on 12/01/2021 and closed out on 12/20/2021 with overdraft fees

Citizens Bank did confirmed these fraudulent activities via telephone conversation and that someone from their Fraud Branch or Unit would contact me in a few days. That was on 12/21/2021. Still waiting for contact or statement from Citizens Bank. To make matters worse, I received a fully approved Citizens Bank credit card by mail with a credit limit of $10, 500.00 on 12/24/2021. Once a again, a fraudulent activity.

Desired outcome: Under the Fair Credit Reporting Act, I have a right to all documents and transaction related to this fraudulent activity.

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Update by Mark Conte
Jan 10, 2022 11:49 am EST

My thanks to complaints board for this platform.

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12:11 pm EST
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Citizens Bank Unauthorized charges

I have two unauthorized transactions on my account. The first is:

Kroger $12.42 and the second one is:

PayPal $44.10 I don't even have a PayPal account. It was closed months ago.

Please let me know when I get this money back. Thank you.

Bunny Bernfeld
[protected]@gmail.com

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About Citizens Bank

Citizens Bank offers a range of financial services including personal and business banking, loans, and credit options. They provide checking and savings accounts, wealth management, and online banking tools. Their services cater to individuals, small businesses, and corporate clients.
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- Summarize the main issue with Citizens Bank in the 'Complaint Title' section.

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- Provide detailed information about key areas of concern.
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Overview of Citizens Bank complaint handling

Citizens Bank reviews first appeared on Complaints Board on Nov 13, 2008. The latest review A Personal Perspective on Citizens Financial Group, Inc was posted on May 15, 2024. The latest complaint concerns with citizens bank security policy and implementation was resolved on Sep 19, 2017. Citizens Bank has an average consumer rating of 2 stars from 402 reviews. Citizens Bank has resolved 55 complaints.
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  1. Citizens Bank Contacts

  2. Citizens Bank phone numbers
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    Application for a New Home Loan
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    Existing Home Loan
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    Credit Card Applications
    +1 (800) 684-2222
    +1 (800) 684-2222
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    Credit Cards
    +1 (888) 333-0246
    +1 (888) 333-0246
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    Personal Loan Applications
    +1 (866) 999-0107
    +1 (866) 999-0107
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    Personal Loans
    +1 (877) 670-5200
    +1 (877) 670-5200
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    Wealth Management
    +1 (800) 862-6200
    +1 (800) 862-6200
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    Existing Business Banking Customers
    +1 (800) 428-7463
    +1 (800) 428-7463
    Click up if you have successfully reached Citizens Bank by calling +1 (800) 428-7463 phone number 0 0 users reported that they have successfully reached Citizens Bank by calling +1 (800) 428-7463 phone number Click down if you have unsuccessfully reached Citizens Bank by calling +1 (800) 428-7463 phone number 0 0 users reported that they have UNsuccessfully reached Citizens Bank by calling +1 (800) 428-7463 phone number
    New Customers
    More phone numbers
  3. Citizens Bank emails
  4. Citizens Bank address
    1 Citizens Plz, Providence, Rhode Island, 02903, United States
  5. Citizens Bank social media
  6. Janet
    Checked and verified by Janet This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Jun 16, 2024
Citizens Bank Category
Citizens Bank is ranked 49 among 403 companies in the Banks category

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