Citizens Bank
reviews and complaints

I received a letter from Citizens One Auto Finance. I had just purchased a used car and it was fully financed through another financial institution. I called the phone number on the letter to inquire why I was receiving a notification of a decline and the first thing I heard was a gruff voiced woman say "Citizens One Auto Finance... hold!"

That was rude from the start. When she picked up again she said her name, but so rudely that I didn't hear it. I explained to her that I received the letter, that I felt was a bit harassing, and she nearly yelled at me telling me, "Oh the auto dealer must have placed your loan through multiple banks and we were one."

That didn't calm me down and I repeated that the letter seemed a bit harassing and she said something akin to, "That's just how we do it!"

And then she just hung up.

On Wednesday 1/3/17 at approximately 4:00pm I went into a Branch of Citizen Bank located at 569-571 Washington St, Boston, MA 02124. The customer service was lousy. I went to a teller and told him I have a POA on a particular account and I wanted to deposit a check. He deposited the check. I asked him for balance he said he could not give me balance because I do not have access to the account. After some back and forth he went to the manager in charge at the time. The manager told him I did not have access. I had to go to the manager and ask him to look closer (i.e. do your job). He looked at me in disgust and preceded. Finally they were able to concur with what I said. The atmosphere in that branch at the time was lousy and very unprofessional. Those two gentlemen and I use the term loosely should not be in a public relations job.

The end of October 2017 I had many fraudulent charges on my account including over draft fees but before the fraudulent activity I had at least $300.00 I'm my account so I called customer service the lady helped me make a report told me my next steps and I will be refunded within ba week so the next day I see fee rebate $30.00 fee rebate $70.00 credit memo 129.00 but my account never changed they were just memos then I get my direct deposit all of my pay check was there so I spend my check I get another $300.00 memo but not in my account just on the account I get a letter in the mail telling my that my account has be credited $430.61 which will remain in my account until the issue was resolved I have not yet received my $300.00 the 129.00 I received I've been on the phone in branches trying to see where my money is no one has helped me today I find out that my account is overdrawn 195.00 3 charges from pay pay and 3 overdraft fees was told I couldn't get it waved because I just had the other fees waived from the October charges I asked to speak to a supervisor he wasn't helpful either my next step is me closing my account with this bank and speaking with a lawyer about this issue this bank is robbing me of my hard earned money and its the holidays $500.00 y'all took from me with in 2 months I'm going to find a way to take legal action on this issue I'm not at all incompetent I've went to college I know what fees are and how they work but I never received my funds from the issue I have bank statements and letters from this bank to prove I'm telling the truth

I think this app is garbage. It doesn't clearly indicate whether or not the money is entering or leaving. It's all too green you can't distinguish anything. The outstanding balance and withholding funds never makes any sense. I never truly have any idea what my balance is. If this app doesn't improve I'm leaving this bank. I have no good experiences to make me want to stay. And the app just screws my wife and I over. It's frusterating how I can never truly see what has come out of my account. I use ESL FCU for myself and my wife and I got a joint account due to her immigration status in the works and citizens was easy and friendly. Except everytime we turn around there is misinformation from your clerks at the branches, you had the wrong address for me (which I don't even know how you got) and it took me telling you 3 times before it was corrected. We weren't told about the minimum balance fee on the savings account when we signed up for the account (I explicitly asked). And all that could be forgiven except your app is THE WORST! ESL's is great and if I still lived in Rochester I wouldn't bank anywhere else. Hell we might even go to them and deal with no branches in our state (located in MA). I'm really disappointed that a large banking company like yourself can't hire a good app designer in this decade. You should seriously punch your app designer in the face. TRASH OF AN APP.

So I have been a customer of Citizens Bank for a for a while and just recently had a transaction go through that would have overdrafted my account now I understand there are fees related with overdraft as I have paid many overdraft fees with the bank along with other fees now they sent back that transaction has unpaid charge me $35 return fee on top of the return fee set my account into overdraft which ultimately resulted in an additional $35 for overdraft at which point my account was overdrafted for $34 in change which was all due to their overdraft fee of a return fee that they charge me to only later have that same transaction resubmitted for payment however now with a $50 transaction fee plus the initial $94 plus the $25 fee from the original company submitted for payment at which point then the bank did pay all three of those and charge three more overdraft fees at $35 each mind you if they paid it the first time it only would have been $35 for one overdraft and not four overdrafts this Bank does its operations very sketchy and needs to be looked at

Her name is Pegi Linkind if I'm not wrong
From the beginning of the conversation she was so rude...
She through I didn't get her name and after I explained all what I have called for ( been calling for more than a month actually, very very very bed service ) she hung up the phone call...I called after and asked the other employee what was her name the previous person I spoke to ...!
I've been dealing with many many mean employee at Citizens but she was the rudest ... being honest I don't have other possibilities to get another card because I would never ever stay with this bank...I am very disappointed with everything I have to go throu...and people like her are just giving worst name ur company

Hello,
I have a complaint about a very rude security officer outside of the Citizens Bank Branch located at 14501 Gratiot Ave Detroit, MI.
I went to the branch ATM this morning 12-07-17, at approximately 8:05 am this morning and there was a security officer outside, I was pleased.
However, prior to me making my transaction I asked him could he move away from the ATM until I complete my transaction, he explained he is security for the bank and it's ok, I told him I understand, but I would feel more comfortable if he moved away from the ATM while I'm making my transaction, he began to get rude and refused to move away, he moved behind me, with his cell phone out, this still made me very uncomfortable and upset. I completed my transaction and decided to call the branch when they opened this morning. I called the branch at 9:20am and a representative by the name of Damon answered and I explained the situation to him and he said "so what do you want me to do", I said someone should speak with the officer and explain that it is a violation of a customers privacy, Damon then said he is doing his job, I said no, he does not have to stand behind me especially with his cell phone out and facing me, he said well I will tell him you are upset, I said no he should be told not to do that and I requested to speak with the branch manager, he said she was busy and took my name and phone number down. At 9:33am the representative Damon called me back and said he spoke to the branch manager and said she told the security officer that I complained about him and that she also stated that the security officer was doing his job. I then asked Damon where was the manager at because I asked to speak to her, he said she was busy working at the ATM. I told Damon to have the manager to give me a return call because I would like to speak to her. I can tell by the tone of Damon's voice he was not pleased and I said thank you Damon, have a nice day. My intentions were not to get the security officer or Damon in trouble, but for them to be advised that standing behind a customer at a ATM with a cell phone out is a violation of a customers privacy, and if a customer request for him to move away that he should, as well as being rude when someone ask you to move is not acceptable. For Damon, he should not try to handle a situation that was requested to be handled the branch manager, and that is who I should have been speaking with and not him. Damon also should be advised on customer service as well, and should not try to over talk customers and speak in a angry tone with customers when they are calling with concerns. It may seem petty to both Damon and the security officer, but this is very serious and personal to me, I have been a victim of identity theft and don't feel comfortable at all with someone standing behind me at the ATM, especially with a cell phone in hand. I have been a customer of the Citizens Bank family for approximately 30 years, every since it was First Federal of Michigan, and I have never experienced any disrespectful actions from a security officer or a bank representative as I have today.
I am asking can someone please speak to these gentlemen so this does not happen to myself or any other customers again.
Thank you in advance for the opportunity to voice my concern.

Tonya Manly [protected]
[protected]@sbcglobal.net

I went to withdraw $10 with a branch attendant and he told me I had $13 available. very next day I had a $35 overdraft fee. I have called in regards and no one will help me even wen I specifically signed a sheet were it specify I can't be overdraft. Escalation supervisors even sent me back to the branch to deal with the managers that direct me to corporate office.Is there anybody can return my $35?

Hello, my husband and I have been banking with Citizens bank scince
we had our first jobs. I have in that time paid many fees including a
monthly fee that most banks no longer charge. I spoke to customer
service three times today in regards to refunding two overdraft fees that
were not on my account yesterday and are the reason my account is
overdrawn. I finally was transferred to Victor Martinez who rudely and
reluctantly reimbursed one of my overdraft fees but still leaving the
account in an overdraft status and now I will be receiving a sustained
overdraft fee as well due to the fact that I get paid Friday. I am very
upset about this and how much money it is costing me. I do my best to keep my account in good standing but things happen. Is there no customer goodwill at Citizens bank? I am overdrafted because of the fees and to be treated like a second class citizen and told I should have had funds available is quite demeaning.
I would like to be refunded for the second overdraft fee and the sustained
overdraft fee. I know you have plenty of customers but its the little people
that keep your business going day to day

On 11/07 I checked my checking account at approximately 6:30am. My account was positive and a check I had deposited 2 days earlier had cleared. Now fast forward to 8:30am- I go to the Citizen's ATM near my work and it tells me my ATM card has been deactivated. I go into the branch right in downtown Boston where a woman looks up my account and tells me my account has been locked and that my ATM card is canceled. I ask why. The woman says she does not know. I go to work and I call the customer service line. I spend 2 hours going round and round with the most ignorant people. No one can tell me why the account is frozen just that they are reviewing the check I deposited. I say the check is drawn off a local bank in MA. How hard is it to verify? And because you need to validate a check that warrants canceling my debit card? I ask what about my direct deposit that is scheduled to hit the account tomorrow? Again no one knows why and no one wants to take responsibility for the actions. I have been a Citizens Bank customer for a few years. Now I know I don't have a lot of money but I feel like they are discriminating against me because of that. Like if I had $10K in the account I guarantee this would not have happened. The worst part is no one can tell me what the hell is happening. I am a single mother with a 1 year old and now I have no access to my money and do not know when I will. After this I will NEVER bank with Citizens again. Never.

The only way Citizens could resolve this and to remove this "hold, " reinstate my debit card, and verify the check I deposited so it can be cashed. Also remove or pay any fees that were added as a result of my account going negative.

On Sept. 9 I decided to got to Ballys in AC, NJ which I had booked for 5 days on a last minute thing. I booked my room on line with my Priceline Rewards
Card with good prices. I went down quickly with my ATM card from Citizens Bank knowing with 24000 in the account I would not have any problems getting cash at the hotel. First I was there before and used Citizens ATM card to access cash for disbursements up to 2500 a day. I arrived late that day and I had no cash so I went to the ATM machine and went to take out about 1500 to start and received call Bank Institution. My thought was that Fraud Alert was not told about the last minute trip. Understanding I immediately put a call into the 24/7 hotline and told them that I was at Ballys at AC, NJ and needed to be put though to Fraud prevention as I could not access cash from my ATM card and it said call financial institution They put me through after asking me their security questions. The fraud person then checked me as well asking me questions that only I know. This account was mine only. He was secure that I was in fact owner of the card and the account. This took about 2 hours of timer but I understood. He then said "wait about 5 minutes and you will be able to use any ATM machine with you normal limit of 2500 per day" he asked is there anything else and I politely thanked for his hard work. I waited about 30 minutes and went back to another ATM machine located in the hotel and I tried for 500 and it said to call your financial institution again. I tested the ATM down to a low amount like 60.00 and boom it gave me the money and charged me 5.99 and Citizens 3.00 charge. I up to 100.00 and it worked and charges were the same the went to 120 and it said call financial institution. I went back on the phone and started the process again with new people and t5he "it's fixed wait 5 minutes and you will not have any problems". Guess what same issue and again and again the next the next the next and the next time every call they assured it was fixed but 100 was the limit and the charges were adding. My time was spent more on the phone than anywhere. plus every time I went to any ATM and it didn't change until the day before I left
nothing worked not even 20.00 would come up and I gave up. They assured they would compensate for the charges for using the expensive ATM and would escalate this to a higher level. I told them they completely destroyed
my vacation by having to cash my card for a 100 every time I wintered money. I have September's statement which will show over 50 100.00 transaction at Ballys as I went to relax due to stress from a divorce and other hard issues and Citizens Bank forced me to remove my money at of their hands as I have no faith in them as they have in the past lied about compensation for overcharges in bank fess that corporate said no then sent a cc card for 1000 then decided to drop to 500 for no reason and wanted me to invest with them and I told them drooping my limit to 500 is a funny to show it. Now after this fiasco I never received a call and when I called a supervisor mention a solution of 2-6.99 for all the charges which ended up in the 50's about 5000 as dinners with people and gifts were all paid by cash. My proof to this fiasco is my statement which is about 5 pages of 100 ATM withdraws and 5.99 charges from Ballys AC and 3.00 from Citizens ATM charge for each one. Even knowing that it was their fault that it was on their side for lack of their workers not knowing what they were doing because the day I left the final call the gentleman fixed it but I had left Ballys and stooped at Borgata and was able to withdraw any amount with no problem. Also just for the record I walked around the AC area no ATM worked 7/11 other banks. I feel that Citizens has consistently shown me no respect when I had little money thorn when I had deposited larger sums they showed respect but not if I withdrew any money. They are by far the worse bank as I now deal with Ally on line a bank I used for business years ago and never had any problems especially with withdraws anywhere in the US. Better rates better customer service. I feel Citizens lack of knowledge and more than that forgetting that it was my money that was on the line never offered any plan that could have saved the vacation that they ruined by call after call and 100 6.99 3.00 I went to relax and can back wishing I never went I spent 800 for the rooms 200 in services 400 in meals and nothing was fun when your cash is at ransom by your bank then when you come home not an apology. I think they should me for the vacation they ruined since they think that customers have no rights to access their own money at will. Maybe this will wake them up to 2 things that at present don't have 1 techs to fix issues like mine for 5 days and 2 a customer care number to call to help people like me when we are treated unfairly and should be compensated for right away. I believe charging them, for the vacation will wake them and going with a dedicated number to a dedicated corporate customer care team to resolve and find things like this that go the under so to speak. usually any caring company has one but Citizens Bank does not.

I have been paying off an equity loan for the past 10 years and have received my statements every month. I stopped receiving my bill after my july payment and I noticed in august when I got home from vacation. I called in sept and spoke to someone in customer service and she was able to look up my loan with my social security number and informed me that my address that they had listed was from 10 years ago! A mistake was made either human error or computer and so the bills were being sent all of a sudden to my old address. She informed me that she would put in the request for the address change but could not tell me what happened and no apology to acknowledge the error on their part. She told me it should be fixed and a bill would be sent. I did not receive anything so I made a second call and spoke to someone who informed me that without my loan number she could not help me and when I informed her that a previous customer service rep had looked it up with my social security number she informed me that she broke the rules. I finally went into my local branch and spoke to someone face to face and he actually was the most helpful and was on the phone back and forth for almost an hour trying to still get the address changed! I made a plan to come in the following week and pay all three months in person. I received a robot call from the bank regarding the late payments and informed me that I had been reported adversely to my creditors. She informed me that they had left several messages... Which I never received but my phone had been off for over a month due to a painting project and so those messages might have been lost. I have now caught up with my payments and looking back on my payments I have never been reported negatively. I now understand about all the complaints regarding customer service and I deal with people all day myself and I would probably be fired from my job if I performed in the manner that I have been treated!

I closed my Citizens Bank checking account ending in #6814 on 9/29/17. There was an automatic transfer setup in the amount of $10 on a monthly basis from my TD checking account ending in #6441 to this Citizens Bank #6814. I was assured prior to closing the account that the transfer will not happen. Sure enough on 10/29/17 $10 was taken by this Citizens Bank account from my TD account. I called Citizens Bank customer service who said their is nothing they can do and that I have to call my TD bank. I called TD bank who said that I have to pay $30 to put a stop on this. So, I have to pay $30 to stop $10 from coming out of my account when this is not my fault or TD bank's fault. This is very wrong and Citizen's bank should be ashamed that I have to deal with this. Forget about the $10; this is such bad business. If this is not appropriately resolved by Citizen Bank I am going to post this on my Facebook account as well as bring it to the attention of my friends and colleagues.

Today, October 27, 20017 I experienced some kind of service at Citizens Bank that I never have come across anywhere during my 20 years of living in United States. If Citizens Bank is going to employ people like Orysa A. Makhlin NMLS ID #1148767 who serves customers at Torresdale Office 19B-0005 9218 Frankford Ave. Philadelphia, PA 19114 it will be out of business pretty soon and have not one star only but zero stars. Orysa A. Makhlin had russian background and apparently could speak fluent russian. I came into the bank to exchange old fifty dollars bills they gave me at the same branch an hour ago. Orysa was not the one who was supposed to serve me but as soon as she noticed that I had russian accent she started screaming at me that the bank was not going to exchange old bills for new ones. On the top of that she was yelling all kinds of curse words in russian. I was trying to calm her down and tell her that I was not even talking to her. But she refused to calm down and told me that she had been working for Citizens Bank for long time and there was nothing they could do to her and she could behave the way she wanted. I would advise Citizens Bank to give a second thought while hiring its employees. It is just plain embarrassment when your business is represented by people like Orysa A. Makhlin. I intend to go to the end to make sure some disciplinary action will be taken against Orysa A. Makhlin even if it takes me to file a personal law suit against her.

At the end of September I started a refinance with Gerard McConnell NMLS id#[protected]. He promised me $630 for the appraisal would not be taken from my account unless the house appraised. On September 26th the money came out. I told him to cancel the refinance. On September 29th he sent me a email say it was cancelled. I still haven't received my money back. He said two to four weeks. Dana branch manager said she would look into it. She hasn't got back to me. My father and I have had accounts at this branch for 15 years. Thus is extremely unprofessional. Please help!

Loan number [protected]
In june my equity line of credit expired and citizens bank representatives kept calling me offering to continue with equity line of credits explaining to me that it would be the same policy for equity line of credit which I previously paid $25/year.
Finally when I talked my husband into proceeding with the offer just in case to have a back up plan we agreed with richboro branch to meet and sign.
Bank manager john rumpf really encouraged us to come one night in spite branch were supposed to be closed at 6pm and we were able to be there at 5:55 pm (Due to our work schedule) explaining that we just have to sign!
When we arrived the girl who was on training just asked us to sign papers stating that it would be the same loan as we had before. Mr rumpf showed up couple of times to help her because she had no clue what she was doing. We were at the bank at the time of signing total of 5-7 minutes never ever he mentioned that in those papers we had to sign (We have no copies of our signatures - branch gave us just bunch of not signed papers) he included the draw of 25000 from that loan and that we have to pay monthly interest for that in order to reduce our percent for one quarter of percent? For the loan we did not need any money at that time and did not asked him to do so. He never ever went through with any explanation at the time we signed that loan about any auto payments from my existing account to cover interest payments or to withdraw 25000 in order to have that loan? (We just found out it from him today 10/20/2017 when we went physically to that branch). I did call that branch on monday 10/16 and another employee who picked up the phone told me that mr rumpf will call back right back but never did). I complained 10/08 but that complaint still not resolved! How could you trust the bank who tricks you into signing papers stating that the loan would be the same as previous one into auto withdraw form my existing account the interest charge $70/months for 25000 draw we have never asked. I feel deceived, tricked and fooled by huge chain. I would like to get my $151.41 immediately to resolve that issue.

I recently noticed a fraudulent $164 charge on my debit card from Nintendo when I checked my account online. I called to dispute this charge and was told it would be taken care of.
Approx. 1 week later I received a letter from my auto insurance stating that the automatic payment also in the amount of $164 did not go through and my insurance would be canceled if I did not remit payment and a $25 late fee. When I called my insurance co. I was told that Citizens bank had canceled the automatic payment going forward and requested the funds $164 be returned to my account, which the insurance co. Complied with, and was shown on my statement as a return, case closed for the fraud? I got $164 back in my account, only the $164 was an automatic payment, not the fraudulent charge. When I called Citizens bank I dealt with a very nice person who attempted to resolve the issue the best she could to no avail. She could not refund the fraudulent money or the $25 fee the insurance co. charged me as a late fee. I'm now out $189 total and will most likely need contact the Attorney. Generals office in an attempt to recoup my money...What the heck kind of bank is this? Is there any oversight?

Just found out I was being charged an additional 3$ on top of the normal atm fee. So going back 18 months its a total of 641$ told me that the non citizen bank atms throw up a message saying your bank my charge you extra. This was thrown in my face and said it was my fault. No refund and the guy was a complete [censor]. Offered me 6$. Yes six dollars. As for the money that was stolen from me I hope you [censor] choke on it...

I have been charged in excess of $800 in service fees going back 3 years on a small green checking account that was set up through Citizens Bank. At some point 3 years ago, the bank switched my account over to a Circle Gold Checking from a green checking account and I was never notified of this change. Since then, because this account's balance wasn't met, I have been charged repeatedly $20 service fees each month for 3 years. Since this account was only used for small debit purchases here and there, I have only just realized this was going on. I never switched to this type of account and they have no record of me doing so, but have refused to credit back to my account any of the fees that have racked up aside from $40 worth. I'm pretty outraged by the lack of understanding and a disrespect to me as a loyal customer since 2007. They lack any concern or ability to help me with this problem. They said that it was my fault for not realizing it sooner. Unbelievable! I'm still working on trying to get it resolved with someone who will hear me out.

For anyone else. Please look out for your accounts to prevent this from happening to you, it seems to be a sneaky technique for them to take directly from your account and blame you for not noticing it. As if needing to have your eyes scanning for their mistakes throughout your account should be a normal practice for any member of their bank.

Where do I begin? First I am an over the road truck driver. I called citizens 800 number and asked if my wife was to deposit a 10k check on Friday what portion of it would clear for sat. He told me an amount roughly. My wife asked prior to depositing check the teller saying idk until after deposit so she deposited check and told us it will take a week so now I am on the road and the wife and kids are at home with no funds until thursday that was part 1 . So for 4 hours straight I was on the phone with them to figure out who to talk to to cancel the transaction and got the run around for hours. Part 2 part 3 was sat morning after being on the phone for 3 more hours with people passing me off I try and use my ATM card and now it's not working even tho I have money in account I go back to bank and they can't figure out why it's not working . So after that money clears I will be taking my money else were also I was going to open small business account but now taking my new 500k a truck business else where . Congrats citizens