Citizens Bank
reviews and complaints

I submitted a check for full payment so as not to be penalized but a late fee. Citizen's bank redeemed my check for 50 cents under the full payment amount (the amount the check was written for) only to slap me with a late payment fee. This is after I closed my checking account with them due to slippery debit "timing" and misrepresented fees. They suck

I have never had more difficulty trying to give a company my money before. I am absolutely furious. Not only is their payment system online poorly designed and difficult to use, in order to make the final payment on your loan, you are not able to pay online. Instead, you have to either go into a branch in person (of which there are none in the state of Maryland) or you have to mail out a check to some secondary address in Rhode Island. They fail to inform you that you have to write your account number on the check in order for it to process. Their customer service team has no way of giving you any information. It feels like they just don't want me to pay off my loan. Will NEVER use any of their banking services again.

I have a credit card account with Citizen's bank . This is the worst bank I have ever had to deal with. I can see now why they have a D- with the Better Business Board - I just wish I had known that sooner. Not only do I have an account there for years but I got my daughter and granddaughters (one of whom is in college and has a checking and savings account and also borrowed money for college). I am so sorry I recommended this horrible bank to them! First of all I pay my bill online every month. My account page told me to pay a certain amount and I always add to it. Ten days later I was notified by not the bank but Equifax and Credit Karma that a delinquency was put on my credit report! I have worked very very hard to have a 100% on time and a full payment record! Citizen's Bank somehow said that I was $22.82 short on payment. Why in all the world would I jeopardize my perfect record for $22.82! That's insane. I tried to get to my account page and I was locked out of my username and password! I couldn't prove that I had paid the correct amount! Then ten days later, I get a letter in the mail they reviewed my account and decreased my credit limit! Then they also increased my monthly payment by $40.00 dollars! That's not going to happen, folks! No way can I afford that! And now the interest I am paying on this card is more that my monthly payment usually is - I would love to know who was nebbing in my credit card and reviewed it like this. This has completely made me sick! I have had to double my anxiety medication because here goes my credit score and the fact that I had a perfect credit card payment schedule. I can't believe they have done this to me - oh, and I went to use the card today and guess what- it was DECLINED! I am now done with Citizen's Bank -- customers beware if you have a credit account with them!

I have 1checking, 2 saving, and 1home line of credit.
This is first time not match my balance and they did not alret to my app or email or text .
And whenever i checked my account it does not show below balance so, I deposit check.
I have 4account around 6~7 years but they do not trust my credit. I do not understand they charge over draft fee for one mistake.
Also, I have have receipt for deposit, it was not below balance.
I will move to better service bank.
This bank have to close down like other bank.
This bank is not trustable for my money.

I was charged over $140 fees for a small overdraft, and got NO notification about it from the mobile app, unlike any other mobile banking app that automatically let you know if your balance is low or when you are charged with fees. I'm not sure who's decision it was to charge me such disproportional fees for such small overdraft, but I'm certain that your app is malfunction (which I'm going to write a review about) if it doesn't notify you for such things.

Ori
Owner, Compassionate America, LLC (account in Beacon NY)

Approximately 3 weeks ago, my wife and I deposited an Australian check into our checking account.

Citizens bank processed the Australian check as a Canadian check without our knowledge.

Today the error made by the Bank was obviously observed and consequently they deducted approximately $209 from our account to correct the change of currency.

I find it unfathomable that a major financial institution would firstly make such an error and secondly would actually have the audacity to charge the customer for their error.

All I am asking is for the $209 to be placed back into our account.

I have multiple accounts with Citizens Bank and have had a relationship with Citizens Bank (and prior to that with Mellon Bank) for over 44 years.
I can not obtain information from Citizens Bank regarding basic, simple information related to your security policies and their information as it impacts my personal information. An email was sent at the suggestion of a Citizens Bank Customer Services representative on 9/18/2017. The Citizens Generating server, Citizensbank.com, identified that delivery has failed to these recipients or groups:

"[protected]@citizensbank.com
There's a problem with the recipient's mailbox. Please try resending the message. If the problem continues, please contact your helpdesk."

I attempted to send again and received the same message.

Today I attempted to obtain the identification of who or whom at Citizens I could send this information request and was told that there was no email address that was valid for this type of inquiry, unless I used Citizens On-Line Banking, which I do not use. No department or other Citizens Bank organization was able to be identified. And, I have chosen not to contact Brian O'Connell, EVP Technology Services Citizens Financial Group, but I am sure at least he or his staff could point me in the right direction.

That conversation today with Citizens Customer Service was another 40+ minutes of wasted effort as there are none so far from either Citizens branch operations or Customer Services that can address my concerns and questions, and provide honest, complete and accurate response.

The email I sent to Citizens will be sent in a separate Compliant Registration form as you have a limit on the size of communications to Citizens.

I request that I be able to speak with someone that can assist me in understanding your Customer Service approach so that if I have other questions I know where to seek resolution.

Thank you.

Frederick A. Arnold
2507 Clayton Road
Beaver Falls PA 15010
[protected] (mobile)
fred.[protected]@gmail.com

Apparently, I don't like being charged an unnecessary Overdraft Charge especially when I've been trying to be more careful w/ my spending habits. I was very upset last FRI that I was wrongly charged a number of overdrafts even though I didn't bounce a check. Darn it! Plus, I didn't receive my $281.00 refund after accidentally leaving my rent payment check in the mailbox by mistake & had to write another one. Darn it! Actually, I'm switching to Brookline Bank because I'm getting frustrated by the unnecessary Overdraft fees. So long CITZ BANK!

My mother passed away in March. In April I went to the Citizens Bank in Philadelphia on Stenton Avenue and provide all the necessary documentation to close my mother's account. Three month go by and I still have not received the check. Long story short I was then told IN JULY that I needed probate papers. After dealing with another manager, she also told me I needed probate papers so I called the Philadelphia probate office and was informed that no I do not need probate papers for anything under 10k and that the bank knows that I don't need probate papers. I then told the manager I was dealing with and she didn't know what to say. I then told her to send the check to the funeral home since they handled the insurance money, she seemed confused by that also. Finally I emailed her the funeral receipt and when I called back to check on how it was looking, she said that she would get back to me. That was a week ago. This has been going on since April of this year. How come there is no one that is knowledgeable and competent that can help me. There is NO reason that I should be waiting this long for a check under 5k and no one at the location seemed to know anything about probate. I am this close to sending a complaint to the BBB because this is RIDICULOUS.

August 30, 2017

We were just charged $245 in overdraft fees for 7 overdrafts that occurred in a span of two business days (August 28-29, 2017), while we had $29, 000 in our savings account.
We've been customers of Citizens Bank for 25 years, and have never had this problem before. To our surprise, we learned after discovering the overdraft problem that our savings is no longer a circle gold savings and the reason for the overdraft fees.
Approximately two years ago in the midst of our many business transactions with Citizens Bank to obtain home equity loans, set up two annuity accounts, and close out a savings in another bank; a representative from your local branch in Stroudsburg PA encouraged us to change our circle gold savings to a money market account savings in order to earn 1% interest. What we were not told was that we would lose overdraft protection on our checking.
Recently, we have been engaged in some investment transactions that have made our checking account balance tighter than usual. We did not know we no longer had overdraft protection, and when we talked to our local bank customer service and bank manager about this new problem yesterday and today, we were not given any satisfaction.
We asked to have our $245 overdraft fees refunded and our savings returned to the circle gold savings status that gives us overdraft protection. They said they could not refund our overdraft fees, except for $35, even if we changed the savings status. When we told them we were disappointed enough to leave Citizens Bank for another bank, they said we were free to go!
What do you say?
Sam and Cathy Olson
East Stroudsburg PA 18301
cell: [protected] or [protected]

I called the credit card customer service & i explained i didn't have my credit card but had a question because i saw charges on it through my mobile banking app. yes i knew i needed the card number but there have been times they used my social security number & asked security questions. i tell her i don't have it & she says there's nothing i can do then & hangs up on me just like that. this call was around 8:15 am..too early for attitude. you guys need to watch who you hire because that was very rude. the first time that happen so ill always remember that.

Before moving to another country I called customer service to find out what the process was to wire transfer money into my new foreign bank account. And instead of directing me to the wire transfer department they told me it was a $35 fee and that was it. Stupid me, I knew that was too easy. So I leave the country and call them from here to setup the wire transfer and to my misfortune am told that I should have filled out paperwork to authorize the transfer and receive a wire transfer pin code while still in my home country. None of said info was given to me over the phone when I called beforehand. Now I'm left with no means of access to my money. I made the bad assumption that the customer service staff was well trained in their banking affairs. Extremely frustrated and disappointed. Already had trouble with them in the past, they definitely will not have my banking business in the future.

on 8-11-17 my temple university pay check was placed via direct deposit. I attempted a withdrawal of $20 on 8-12-17 by use of the atm at Sunoco, ridge and Midvale but transaction was declined ( daily limit already exceeded ) I called cb and was made aware that 3 withdrawals were made from the account just an hour earlier from an atm at 780 east adams ave which is also a sunoco. #1 trans at 12:46 pm $400. #2 trans at 12:46 pm $400. #3 trans at 12:47 pm $200. I assured the rep that the withdrawals were not mine, he advised that a claim must be filed but couldn't be done until after the transactions posted on 8-14-17, he did allow me to take the remaining money out of the account, I then withdrew $80. leaving a balance of $6:36. I also filed a police report as suggested by the rep, see phila police report number 066669 in the faxed documents. the card number in question has since been closed number [protected] and I have been issued a new bank card. over the next couple of days I spoke with various reps who advised that an investigation had to be done and a resolve of the matter would take anywhere from 10 to 15 business days, on Thursday 8-17-17 I decided to go into the cb branch at broad and oxford st where I filed an affidavit and was given claim number [protected], on Friday 8-18-17 an affidavit came to my home, claim number [protected], I then called cb, rep stated it wouldn't hurt to send it in, one of the claim numbers would cancel so I faxed it to cb in an attempt to cover all bases. It's now been just over a week with this ordeal, no one had access to my bank card nor pin and I've literally been functioning on zero funds, creditors are now questioning my credibility and i request an expedient resolution to this matter and after remaining a cb customer in good standing I dont thint that its asking too much for the moneys stolen from my account to be replaced forthwith. I thank you much. rvburton.

I was unable to get gas this morning because the pump would not accept my zip code to authorize the transaction. I had to instead take an Uber to work and abandoned my car (also making me late). There was no way the attendant could give me gas I was told without that zip code working. When I called Citizens in regards to this issue I was told their system was down 100% and they could not help or advise me on what to do. I am now stuck with not knowing and will have to dedicate more time out of my day to figure out what Citizens bank did to screw up my account because I have had no changes in anything with them for a long time and have never had this issue before. In addition to already not having my car at work and having to take another uber back to still need to get gas just to go home today.

I always pay for my auto loan on time, even though their website is something awful. Hard to log in, I get constantly blocked. When I call their customer service they don't seem too friendly. Each time I call they change their instructions and you never know how to fix your problem.
I think of the day when I make my last payment for my car and get rid of this bank.

I am upset as my account will be closing in about 6 days. I had called to make a payment plan as I noted that my account has been overdrawn for 54 days. The person I spoke to reported that they were sending letters but I did not receive any! My address was my old address and I know I called to change address but I guess it was never saved! I'm just upset because I don't want to loose the account and it makes me sad because I have had this account for years and no one is trying to help me!

After the bank closes, Revolution and Basta customers park in every possible place that the bank has, even innthe lanes, along with the surrounding streets. Your parking lot used to be very clean and you had nice landscaping but the type of people that are coming in no longer seem to care if They throw trash all over. Basta and Revolution should be responsible for cleanup nightly and particularly on the weekends. The bank looks like a dump every Sunday and Monday morning. Corporate needs to protect this neighborhood as well as your own property. Demand that these two restaurants clean up nightly or close your parking lot down. That would impact their businesses enough where they would have to pay attention to the people who drink too much and don't care if they're throwing trash around. Please do this as soon as possible. Our property values depend on it

I recently went over seas for a few months. I had thought I cancelled all of my automatic payments, but the cancellation of a gym membership was denied, so I was charged for the 3 months I was over seas. Obviously this isnt the banks fault, I was just unaware.
Eventually, I cam back to the US to find my account was in the negative. Once I found a job, I received a paycheck which was submitted to my account, but unfortunately because on the reoccurring 35 fee that was continually taken out of my account, I was still in the negative.
I reached out to my local branch and explained the situation. I told the manager that I completely understood if there was nothing that could be done; it was no ones fault but my own that the account was in the negative. The manager submitted a request to have some of the fees removed. She said she would submit the form and give me a call back in a few days to give me the results.
About a week later, I saw what I thought was a 124 dollar credit go into my account, bringing my balance to 0. Since no one had bothered to give me a call back, I made the assumption that the manager had in fact helped me, and the charges were removed.
That friday I was due to receive my check, which would finally bring my account back to a positive balance. Everyone in my office was paid, including 2 other people who have citizens, except for me. I sensed that something was wrong, so I called the helpline to see if my check was still processing. The woman I spoke to said that my account balance was still at 0, and there were no incoming checks. She never mentioned any issues with my account.
This phone call occured on the 4th, when apparently my account had been closed on the 1st or 2nd. This woman did not inform me that the account was closed, or that there were any issues.
The woman I spoke to at my local branch did not tell me that my account was due to be closed.
It is now the 7th, and I am only now having any of my questions answered. The 124 was not a credit back from the bank as Id thought, but my account being closed. My check was submitted from my work into a closed account, so now I will have to wait 15 business days to receive my check, and I would have to open a new account with the bank. I have no intentions to ever bank with citizens again. I received poor customer service, after having spoken with 3 separate employees, you would think that someone could tell me the account was going to be closed. Or you would think that my check could be overnighted. I wish that any of the employee's had followed through and called back as they had said they would, or at least warned me. I now have to go 15 more days without my check when my account was already in the negative. I am extremely disappointed, I plan to post on social media as much as I can to ensure none of my relatives or friends go through the same ordeal that I have.

I am so tired of this bank and their funds availability policies. They hold my money and then charge overdraft fees. Then when you trying dealing with customer service the representatives became argumentative and raise their voices to you! I will be closing my account. Have opened another account with a national bank. Customer service gives you the run around too. I had an unauthorized debit card purchase made to my account and it took over a week and a half for the money to go back into my account. It also caused an overdraft which I had to argue to get them to reverse the charge. WHY IS EVERYTHING AN AGRUEMENT ? Finally had to go to branch to get this resolved (if that's what you want to call it). It has been well over a month and I still don't know what happened. The money went back to my account but I haven't heard anything else. So done with this bank!

Im having account in Citizens bank for last 15 years or so. I dont go to branch often but I happened to go to the branch last Feb 2017 for doing some deposits and branch manager asked to open a Fixed Deposit account and also a Credit Card account.

I opened both as the credit card can be managed along with bank and it will be obviously easier . I normally set up auto pay for all my cards im using.
Here also during the time of opening itself i requested as the amount will come from my bank account itself.

Now they did not send anything Feb but March I got my statement. Then in April I got a call saying no payment made. But when I told about auto payment, the CSR told it is not setup and asked me to send a form . I also filled the form and send it.

This happened in April. Then again next month when i check CSR told they received the form but some error it has and he said it is all fixed now.

Now in July they charged again Late fee and Interest Charges . Same reason no auto pay enrolled.

Basically they ripped off some 100 plus dollars in charges and give me back some 25 USD on rewards. Now when i try to close it today I made the payment in Full. They manager said i have wait few days so the interest will be added and then i have to close the account.

Worst card ever I can see also the worst customer service.