Citizens Bank
reviews and complaints

I am in shock! Had to discontinue my credit card due to it being compromised. Many were helpful until, for reasons unknown I was transferred to a 2nd associate to change my user name. I told him (rod?) from the get-go that my card [protected] had been cancelled earlier in the day. He had me read to him the defunct card #, the password created with their aid, and insisted he could not help me due to the info I provided. I told him his voice sounded like he had been sucking on helium because it was high-pitched and very hard to understand. He insisted I must visit a bank branch to establish a new user name! Wtf?

They had closed an account due to fraud which it was and i did not open it. This was in 2018

We had our mortgage through Citizens Bank for many years with automatic payment taken out of our checking account. Unfortunately a clerical error on their part in June, 2020 resulted in months of late fees being accrued and taken out of our account, and the error was the fault of a teller at our local branch, not an error of my husband or I's.

After countless hours on the phone with customer service and in person at our local branch, we were told "it's all straightened out", only to find the next 3 months were again filled with late fees and threatenng letters from Citizens Bank, only to find out the error wasn't "straightened out" as we were promised.

As a result, my husband and I chose to pay off our home early and seperate compleyely from Citizens Bank as we were tired of having to call every month to have their mistake corrected. Our home was paid off in October, 2020 and we just received another letter from them last month saying we owe late fees?!

We are in the process of selling our home and realized we never received a Mortgage Satisfaction letter from Citizens Bank. I called our county courthouse and was told the deeds office there received a letter from Citizens Bank on 11/9/2020 saying our mortgage was paid in full. I called Citizens Bank Mortgage Department and after being on hold for more than ten minutes was told by the Clarita, the customer service rep, that she had sppoken to a supervisor and it would be another 30-60 days until we received a Mortgage Satisfaction letter. I asked to speak to a supervisor. After another 10 minutes on hold, Clarita came back on and said there was no supervisor available to speak to me?! I was again reminded that the poor customer service is the reason why we seperated from this bank.

I need the mortagage satisfaction letter so that we may sell our home, and once again feel abandoned by Citizens bank.

I am not able to reach anyone on the phone. I call the [protected], go around the marry-go-round, get put on hold, then after awhile the phone hangs up.
What will it take to get someone on the phone.
How many words do I need to write for this to get some attention.
I think this is the worst banking experience I have ever had in my 60 years.

The north providence location on Charles st there is a teller Sarah and she is so rude and makes customers feel uncomfortable. She talks down to the older people and talks about customers to other tellers in front of other customers . She is just so rude and unprofessional and shouldn't be dealing with the public. Something really needs to be done.

Citizens Bank (copy of followed was mailed to Citizens)
January 9, 2021

We have received your Escrow Account Disclosure Statement dated December 18, 2020 and the attached check #971510 for $934.54. The disclosure stated if we have questions regarding these documents, we should contact your Customer Service Department at 800.234.6002 or by your secure email or postal service mail.

Since my efforts at communicating with your Customer Service Department and your Tax Department (note my phone calls in November 2020 to Sam, Luther and others) have been unfruitful and have not produced results as proven by your escrow account analysis, I will try again.

I refer to Citizens Bank Vision, Credo and Values Statement - Our vision is to be a top-performing bank distinguished by its customer-centric culture, mindset of continuous improvement and capabilities. We perform our best every day so we can do more for our Customers. Also, I highlight your Investors Relations 2019 document, "Our goal is to deliver exceptional banking experience for all of our customers…combining deep expertise with genuine understanding of their needs."

We believe Citizens Bank has failed to live up to your mission statement in regards to our situation. We are new loan customers. Our mortgage for our condo in Florida was purchased by Citizen Bank late in the fall of 2020. We enrolled in your online banking service to monitor our loan. We noted one of two tax payments were make by your escrow department but the second payment was not made. Thus, a call was placed to your Customer Service Department and our situation was explained to them. Subsequently a follow up call was placed and it was directed to the Tax Department.

To date your Customer Service and Tax Departments have shown none of the qualities mentioned in your mission statements. I was belittled by them with their superior and condescending attitude. I was beneath their superior knowledge of the tax escrow system. Their response was ‘Our computer system does not show the property tax to which our originated lender had agreed to collect from us in our monthly loan payment and to remit such payment to the proper governmental entity'. When I mentioned our signed Closing Disclosure Statement and the Initial Escrow Account Disclosure Statement, I was told they did not have these documents and their computer system only showed one tax escrow and this payment was made to Highland County. Their computer system did not refer to Sun N Lake Assessment District of Highland County and therefore was not paid. "All Hail to the Mighty and Always Correct Computer System"

Your employees should be taught the old axiom "Garbage In - Garbage Out". Sometimes your or their customers know what they are discussing. Your employees should refer to the originated documents. Maybe your Chief Experience Officer Beth Johnson should focus more of her energy to education the basics of Customer Service before delving into the newer technologies as she discussed in her wonderful interview to The Financial Brand on July 6, 2020.

As indicated by your recent escrow analysis, my time talking to your employees has been wasted. I am enclosing documents which Citizens Bank received at the time my loan was purchased. The enclosed closing statement and initial escrow disclosure details the two taxing entities and insurance company for which are to be escrowed, details how the original monthly escrow amount of $200.55 was calculated and the payments which Citizens Bank are obligated to pay.

Your check for $934.54 issued December 16, 2020 will be returned to you. The full amount should be returned to our escrow account. Refer to the loan number on your statement. A payment should be issued to Sun N Lake Improvement District, 5306 Sun N Lake Blvd, Sebring, FL 33872 in the amount of $739.20 plus $15.56 which is the missed early payment discount afforded by Sun N Lake for early payment. This early payment discount was the reason I called Citizens Bank originally. I noted the payment was not made and asked for the payment to be made prior to November 30, 2020, the cutoff for the early discount period. At which time, I was told we will investigate.

After Citizens Bank have paid Sun N Lake Improvement District, please properly analysis our escrow needs, reprepare the Estimated Escrow Account Activity Over the Next 12 Months report and mail to us.

If you have any questions, please contact us.

Mail: John and Lora Wendel

We refinanced our home in June of 2020. Citizens bank was the bank that we ended up going with for the refinance. We had 13 months of escrow collected from us to fund our escrow account to service payments of our local taxes, school taxes and home owners insurance. We received a bill for our school taxes for the year in the beginning of July 2020. We called in November to inquire if there had been a check issued from the escrow account to pay the tax bill. We were informed that no check had been written. We gave explicit instructions of how much was due and to whom. We followed up some time later, and still no check was issued. What followed next was an endless amount of phone calls by us to Citizens bank tax department with an equal amount of endless excuses, stories and some outright lies by Citizens bank tax department perpetrated by endless stream of random customer service agents and the occasional Supervisor (when there happened to be one available). Not once did anyone ever bother to call us back on this matter despite the empty promise to do so. This not only wasted an inordinate amount of my wife's and my time (which we should be compensated for), it has caused us so much stress and aggravation we probably need counseling, we have lost out on the discount amount offered by the tax service for early payment to the point where this has slipped into the penalty payment range, it has put our stellar credit in jeopardy, and was a whisper shy of the sheriff notice of a tax lien being posted on our front door.
If it wouldn't cost us an inordanant amount of money I would love to refinance again just to get out of the incompetent, beurocratic grips of Citizens bank. This whole ordeal has been the stuff of nightmares and unfortunately it continues to this day.
I would love to discuss this matter in more detail if someone has a few hours. I will not be leaving information such as my loan number on this form as I don't trust the bank to be able to have a working pen at the branch much less protect my personal information.

We have complained about citizens bank door being broke cant get in been a week we have called 2 times n the door is still not fixed. In order for us to get money out of are account we would have to drive 2. Or 3 hours. Get to to the next closes citizens bank to get are cash this needs to be fixed.

Seriously
Stephanie Brooks

On December 11, 2020, I had 951.01 removed from my account, I called the recovery center, and they told me it was an offset from an account that was opened in 2014, I asked why I wasn't told of this offset when opening my current account the person I was talking to was rude and told me it's nothing she could do they are paid in full now, I explained to her no letters were sent to me or not even a phone call, I also let her no that I'm not working and I was out of work due to having the Corona Virus and I needed my money to my rent before I get evicted I even willing to pay a payment plan and she just your not getting your money back, in these days when things are tough how could citizens bank be so cruel and not caring for the people I'm not trying to not pay back if it's owed I'm just trying to survive I was treated so unkind and no one tried to help me out I just really need help trying to get on a payment plan and a refund of funds I can't work at this I'am on oxygen due to the having a virius and I'm definitely in need of some help with this situation if I had a letter or a phone call from the bank I would have resolved this issue, but I never received either nor I'm in desperate need of help and Citizens Bank is not trying to help instead they're being rude and unkind. The agent number I spoke with is D100110. Thank You

Over the last 15 years I have had two auto loans, a home equity, savings and checking account with Citizens Bank.

Sadly do to incompetence, over the past years I have been pulled away from Citizens.

Between the (1) extremely RUDE tellers at the West Grove Branch (apparently because I am white and don't speak Spanish - Yes, I just typed that because it is 100% TRUE!) who apparently are annoyed when asked to provide service.

To (2) the over a year and a half dealing with the Office of the Chairman about inaccurate distribution of "additional" principal payments by West Grove and Kennett Square tellers to finally receiving a letter months ago saying it has taken too long and there will be no adjustment for the extra payments erroneously posted toward "interest"! Seriously, who pays off INTEREST early? - Total INCOMPETENCE.

Next (3) changing my address over five (5) Yes FIVE times from Glen Mills, PA to West Chester, PA.

And today (4) not being able to make a payment without customer service on the line as the program kept bringing me back to the main screen even with opening a new browser and logon and finally Diane telling me I needed to change my address with the Auto Representative since I AM NOT receiving paper statements at my West Chester address!

No customer, especially one with an exceptional credit score, should ever be treated with such incompetence. Having members of the Office of the Chairman ignore correspondence and phone calls for over a year and allowing the issue to be "Too Old" to rectify is SIMPLY CRIMINAL.

Banks have been involved in class action suits and I am looking forward to joining one against Citizens Bank unless all of these issues are handled with the utmost professionalism coupled with complete explanations as to why such service has been permitted to continue especially with prior complaints filed.

Note: NEVER SELL MY INFORMATION TO 3RD PARTIES!

November 13, 2020. I have called Citizens bank support number all day about getting an unnecessary fee taken care of. The call dropped before I could finish talking with the costumer service rep. I called again and again all day and I ended up getting redirected to Janeka the supervisor and the main part of the company in Rhode Island. I had one more fee to ask about and she refused to help and make comments about my age and voice. I had done many verification steps for citizens bank to verify my identity and she fused my service. She ended up saying I was unprofessional and a child after I asked for someone else after an hour long phone call and she hung up. She refused to give me a last name and I would just like my charges dropped like she said she would in the beginning and I would love an apology or something because it was extremely rude to waste my time and say indecent things like that.

I had submitted a dispute with Citizens bank CC department and they sent me a letter informing me of their review. I wanted to get more clarification and provide additional information so I called back. I spoke at some point to a rep that said a manager will call me back but never heard back, this was about 3 weeks ago. Since then I called back 3 times asking for a contact, each time the rep said an email is sent to the dispute department and a manager will return my call. There was not a call back. So is there still a dispute department at Citizens Bank? I am inclined to think maybe they were closed for good that is why nobody called me back, I cannot believe the service could be as bad as they ignore multiple call back requests from a customer.

Thank you.