Citizens Bank
Reviews and Complaints
Student Loan Refinancing
The application process seemed too good to be true, and it was. The application and approval was quick, easy, and informative, and even included a loyalty discount, however once I accepted things turned sour. The underwriting department "miscalculated" one of my loans with a previous lendor despite my entering each loan balance on the application and providing my most recent statements showing the outstanding balance. However, the bottom line total of my new loan with citizens tied to the exact amount shown on each of my statements. I compared each loan payoff with the statement balance and determined that they were all over paid (to account for 60 days of interest) with the exception of the one that was underpaid.
I have been working with citizen's for over a month to get this issue resolved. The first woman I spoke with agreed with me that the total loan amount is correct and it was an error on my end. She was to speak with the underwriting department and get back to me within 24 hours. A week later, no phone call or communication received, I called again and spoke with a manager. I had to explain the issue again and informed him that the original woman I spoke with agreed that it was their error. He was to listen to this recorded conversation and get back to me with a resolution the same day, I requested a phone call rather than an email. When I did not receive any communication, I called the next day and left a message with this manager. Again, after no response I left several messages and ended up calling the main line to speak with a new manager. Again, I explainedt the issue and made it clear how disappointed I was with the customer service thus far. She was to speak with the underwriting department and get back to me within 24-48 hours. It has now been two weeks and I have left several messages.
Finally, I contacted a friend who works for Citizen's in a different department. Only after she escalated the issue internally did I receive a conference call from both managers I had spoken with over the past month. They were both extremely rude and unapologetic for my horrible experience. I am now in default with a prior lendor who claims to have never had any communication with Citizens. Citizen's is supposed to get back to me with copies of checks and a conference call to resolve the issue with this lendor. I don't expect that to happen for at least another month.
I have been with Citizens for years and I have never been so disappointed. I will no longer be doing business with this bank.
- Customer service
Debit card declined for no reason
In the last 4-5 wks. I've had numerous stores (and Amazon) decline
my card even though I had sufficient funds in my account. It cleared
at one Walmart but the next day declined at a nearby Walmart. Used
it on Amazon a few days ago and it cleared, today it was declined.
I've called customer service and have gotten nowhere so have opened
an account with another better bank and will just use cash until I get
a debit card and then will close this account. Never had this problem
before so wonder if other people have. Sure I could get a new debit
card (and wait 7-10 days) but why stay with a crummy bank when
there are much better ones? It is a hassle to change my direct deposit
and online billing but sick of never knowing whether my debit card
will clear and if I have no credit card or cash with me I'm screwed.
My account was hacked and they don't cover you.
My account was hacked and 500.00 was taken. They wouldn't replace it while the claim was investigated.
I find that disgusting. I'm not looking to have thousands of dollars replaced this is 500.00 for a person on a very limited income. I have to wait 10 days. 10 days with no money that is totally rude.
I would also like to add that I have had this account with them for many, many years without ever having an issue. I would NEVER EVER recommend them. When you have an issue they don't care about the customer bad business practices.
After I get my money back I will be closing this account!!!
- Customer service
Terrible "mistakes" and incompetent employees.
Preferred solution: Full refund
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Verified Reviewer | Weymouth, MassachusettsOverdraft fee Citizens Bank
- Customer service - bank fees
Preferred solution: Full refund
Review about Citizens Bank Account from Albany, New York
Bank Fees Review
Ridiculous overdraft fees; horrible customer service; blessing in disguise as I found a much better bank
First, I must preface this by saying that the fees that originally provoked my frustration and eventually led to the closing of my account were technically legitimate. While I am upset about the unfairness of the fees, what really irked me and led to the final decision to close my account was the way I was treated from a customer service perspective.
I had been a Citizens Bank customer for over five years. My record with them was without a single blemish. I never once incurred an overdraft fee in over five years, and on average the balance in my checking account was greater than $4,000. Unfortunately, I screwed up and the bank took advantage. I had made a large payment via an electronic check, and at the same time I transferred money from another account at a separate bank to cover this payment. Unfortunately the payment was deducted one day earlier than the funds arriving to cover the payment. The payment actually didn't make the balance go negative. It was my scheduled student loan payments that did. Unfortunately, I have multiple student loans with the same vendor, so for whatever reason the lump payment is deducted separately for each of the five student loans. So, in the end, I had five student loan payments deducted the same day as the large aforementioned payment and the account went negative by about 120 dollars FOR ONE DAY. The money from the other bank arrived the next day and I was back in the positive by a large amount. However, Citizens bank charges an overdraft fee for each item that overdrafts. So, because those five student loan payments each technically an overdraft, the bank charged me a $35 fee for each of these five payments that caused the balance to go negative. This totaled $175 in overdraft fees for an account that had a negative balance of about $120 for LESS THAN A 24 HOUR PERIOD.
SO, essentially what Citizens bank did is loan me $120 for ONE DAY (to cover the negative balance in the checking account) and charge me $175 in interest (aka overdraft fees). Everyone accuses payday lenders of being unscrupulous?? Payday lenders wish they had it this good. How this fits in with the Good Banking is Good Citizenship motto is beyond me.
So, thinking I am a valued customer for five years with a flawless record (I should have known they didn't care), I went to a branch in Fairhaven, MA and spoke with the branch assistant manager. She said that she could offer me $70 back on the spot or escalate it with her regional manager and see if we could get the whole dollar amount back - or at least most of it. I choose escalation, and she stated that she agreed with me. She said I would receive a phone call regarding this by the beginning of next week (this initial encounter was on a Thursday). Of course, I didn't hear from anyone all the next week, so the following week (almost two weeks after the initial encounter), I went back to the branch and (of course), the assistant manager wasn't there. So I spoke to one of the underlings - and I say that because all she kept saying was that her hands were tied and she couldn't do anything for me but she would have the manager call me back ASAP. Of course, that never happened. So, I called corporate and they apologized for the run-around (a half-hearted apology to be sure) but unfortunately, so they said, all they could do was refund $35 of the total fees. I asked why the manager first told me $70. They (of course) couldn't explain why she would say that.
So I took the $35 and said the *** with it. So I tried one final time to make my displeasure known. Since visiting a branch didn't work and calling didn't work, I submitted an e-mail via my online account to complain about the way I had been treated (not the fees - I accepted that 35 was the most I was going to get back - and further I acknowledged all the time that it was my fault - but I thought they would make an exception since the fees, even if they are policy and legal, are basically immoral and unethical). Never received a response - not surprising.
So I opened up a checking account with Capital One 360 and online bank. Let me tell you, this may have been a blessing in disguise. This is such an awesome bank.
Benefits:
1. NO ACCUNT MAINTENANCE FEEs period (that is no fees AT ALL - unlike other banks such as Citizens where you have to jump through hoops to get the monthly maintenance fees waived, such as having a certain number of transactions or direct deposits) - it really is free checking;
2. NO OVERDRAFT FEES - I simply, due to my good credit, have a $500 overdraft line of credit. I never overdraft anyways (except for when I screwed up once in 5 years as mentioned above). So if I do overdraft, I only pay a daily amount of interest on the overdrawn amount. In comparison, for the situation above in which the account went negative for 120 dollars for ONE DAY due to five items, I paid $175 to Citizens. With Capital One 360, I would have paid less than $1.00 (YES, that is correct - 175 dollars vs. cents)
3. FREE 1st 100 checks
4. EXCELLENT MOBILE APP WITH THE EASIEST MOBILE CHECK DEPOSIT EVER
5. TONS OF FREE ATMS IN LOCATIONS CONVENIENT TO YOU. MORE OPTIONS THAN CITIZENS HANDS DOWN
6. THEY PAY INTEREST REGARDLESS OF YOUR BALANCE. It's just that the amount of interest you get is tiered based on your balance. The higher you keep your average balance the higher the monthly interest you earn. But even if you have only 500 in your account, you'll earn something. Hey a few cents if better than nothing. WITH CITIZENS FORGET IT, you have to have their top tier account with a high balance to get any interest.
7. EXCELLENT WEBSITE, BETTER THAN CITIZENS IN MY OPINION.
8. Free debit card, though this is pretty standard among banks
9. RESPONSIVE CUSTOMER SERVICE UNLIKE HOW I WAS TREATED BY CITIZENS
10. There aren't any physical branches, but who the *** needs to visit a bank branch anymore. Good luck to bank employees in 10 years - maybe sooner. Physical bank branches are going to relics of the past soon enough.
11. 50 DOLLAR BONUS if you use your Capital One 360 debit card three times within 45 days - not to hard to meet.
So goodbye Citizens. Thank you for treating me so poorly so I could discover, in my opinion, a much better bank.
Auto loan
- Nobody knows whats going on
- Customer service
Preferred solution: Let the company propose a solution
Citizens Bank Account Review
Rude and Unresponsive CS Reps - Outrageous Fees!
- Customer service - bank fees
Preferred solution: Full refund
Citizens Bank
Preferred solution: Full refund
Citizens Bank Account Review
Automatic payment program
Preferred solution: When you send out letters to customers, put an extention number. Will not get a loan at Citizens Bank ever again. Have someone call me!!!!!
Business Practices Review
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I was hacked for $3,500 and they won’t give it back to me
Mine too for more money than I could imagine I think I know the culpurprit but may be the money was not mine to begin with anyhow
I have citizens bank and 3 different bank cards were stolen online and citizens will cover the costs and file claim and gave me money back
I got taken for 2,000 . Done with them.
My account was also hacked and $1518. was removed from my account.
I have been waiting 2 months for full and final restitution. They continue to stall. Their security is dreadful.
This is the second time within the year unauthorized transactions have been made against my account. Avoid Citizens Bank!
I am having the same issue and once you talk to someone, who screws up the problem it takes longer to fix - you get penalized. I am waiting on 2 weeks now and nothing is happening. now I can't even talk to someone else because I already talked to the supervisor I have to put my complaint into writing
changing banks asap, from Toledo Ohio we were charter then citizens and you get put on hold forever like you don't work or have a life.