Citizens Bank
Reviews and Complaints

As someone who has had the unfortunate experience of dealing with Citizens Financial Group, I must say it has been nothing short of a nightmare. The level of service provided by this bank is abysmal, to say the least. From hidden fees to unexplained account discrepancies, the entire banking experience has been a rollercoaster of frustration and disappointment. It's disheartening to see a financial institution operate in such a manner, leaving customers feeling helpless and undervalued. My advice to anyone considering banking with Citizens Financial Group is simple: run in the opposite direction. Your hard-earned money deserves better care and attention than what this bank is willing to offer.

We sold and paid off vehicle a 2013 Ford Explorer in Mar. 2022 Dealer sent back to Bank and Zurich Insurance hung up on me 5-6 times, got n

owhere.

About the same with your bank. The acct# is [protected] I think purchaced1-18

We received a letter said we should be refunded $406.92 from your bank, you can call us [protected]

Once again, I find myself unable to login to their website or app. This happens WAY TOO FREQUENTLY. I've been trying to access my account all morning and calling their customer service for help but no luck. Finally after 7 phone calls to their 866 number and one absolutely useless call to my local branch, I get a recording stating they are having issues with mobile and online banking. This is enough for me to move all my money elsewhere. Been a customer since 1991 and the time has come to move on. Online and mobile baking issues should not be a WEEKLY problem, once or twice a month maybe, but this is absolutely ridiculous.

Facebook pay back in June lost my rent money, I got refunded twice, third time no refund. The branch manager saw this and gave me a refund, on November 14, the claims department which needs literacy volunteers took that refund out of my bank account, resulting on me not being able to pay my power bill resulting in upcoming shutoff, and me not being able to pay car insurance or utilities this month

This is my second go around with this loan. First, I had a terrible time trying to close this loan. I finally filed a claim with the BBB. When it was finally closed, the attached check was sent to me. I thought it an error that it was sent to me. So, I returned it. Weeks later, it was sent back to me with a letter stating that the loan was closed. So I deposited it in my bank account. Now it was returned to me as insufficient funds. So now I will have an insufficient funds charge.

There is no way for a person to change their password and despite wasting 1 hour of my life calling them, they say they can't help me unless I give them my account number (X'd out on my statements) or my FULL social security number which there's no way in hell I'm giving out over the phone so I'm stuck with a password that was compromised in a data breach. There's no excuse for this in 2023.

Citizens Bank FEIC # 14851

RE: Fraudulent Debit Card (Card ending in 0739) Transaction Made 7:56 AM 8/21/23

Reported by me 11:04 8/21/23

Claim #C-2176193

Amount $454.00 to Amazon

A provisional credit was supposed to be issued within 2 days of reported fraudulent activity, it has not nor is the bank working to resolve this issue in a timely fashion.

funds taken out of my account by unknown entity: staff at 2 branches could not explain new statement location for finding problem.

Don't listen to customer's question before interrupting and talking non stop to distract from problem solving. When they don't know an answer due to not listening, they accused cust. of 'yelling': poor ESL skills by staff.

Citizens Bank will not allow me to access my accounts, either through their web site or through their app. I have NO ACCESS AT ALL to my money. Their systems only ever respond "this account is inaccessible/'unavailable". I am unable to login or perform any management of my accounts. THIS NOT A PASSWORD PROBLEM. The account is not "locked" from fraud or login attempts. It is NOT a technical problem on my end. I've tried everything, from various browsers, rebooting, clearing cache and cookies, all that stuff. I have been a systems administrator for 30 years, and I know what I'm doing. I have spent hours and hours on the phone with their technical support. I have tried EVERY POSSIBLE WAY to make sure the problem is not on my end. The account is always "unavailable" or "inaccessible ". Their support people have freely admitted that this is a well-known problem that is affecting many of their customers. They claim it is due to "updates" they are doing to their systems, but refuse to give even a rough estimate of when the problem will be fixed. This has been happening for MONTHS. They are breaching their contract with me. This is critically affecting my finances, especially since one of the accounts is a large loan (HELOC) which I desperately need access to. I have worked endlessly with them to get this resolved, but they haven't, and show no signs of caring about the issue. Please do whatever you can to resolve this.

I have a 14 month CD. It matured 07/10. Called next day to closed my CD. They told me that someone would need to talk to me in 5 days to talk to me. I called back today. They told me of no record of me calling 07/11. I do not want my CD to rollover for another year. I was told i have 10 days after it maturity. I have also a saving account. I want to transfer CD to saving. I in need of my money from CD now. Your agents are not very helpful. Need to retrain personal.Put me on hold many times to find right department. I will be closing all my accounts with once Cd is closed.

Today, Wednesday July 19, 2023

Online banking has been unavailable for several hours this morning. This is completely unacceptable.

The "rain check" message is not appreciated. When this happens, the message should clearly state that the website is not functioning and, if possible, give an estimate for it's restoration.

When will the website include images of checks drawn against our account?

When will the website allow you to search checks by number?

In 2023, online banking needs to work 24/7 and 365.

My organization used Investors Bank for many years and we did not encounter these problems.