Citizens Bank

Citizens Bank updated their online app today (6/28/23) and removed all secondary levels of security. The security question was eliminated and there is no option to have a code sent via email or text. So if your password is compromised - YOUR MONEY IS GONE! I called to verify this and was told that no secondary level of security was available (*******428). Best option is to move your assets to a responsible and security conscientious bank.

Lacy Cooper is a worthless Manager. They should send her back to the unemployment line. I suggest that the bank fire her immediately.

Citizens is the worst bank ever - by a mile. First time in my life that a bank has taken my initial deposit and direct deposit, then decided, without a phone call/email or letter, that they wanted to close my account. Zero explanation and when I called, said they cannot share any information. While that is their decision, they do NOT have the right to hold my deposits hostage / in limbo. I am on Week 6 trying to find someone with authority to mail me a check with my funds initially deposited. Stay far far away from Citizens Bank!

All I want is a 1098 form, but I've called and been on hold for HOURS. No answer. Does this company even exist, are there any employees? I can't even contact them through email. Absolutely HORRIBLE.

Kelvin Z is the rudest and most unprofessional customer representative/manager I have dealt with. He reluctantly refused to help in any way. I will not bank with Citizens Bank.
DO NOT PUT YOUR MONEY IN THIS BANK AS THEY ARE BOUCH OF THIEVES. Even if, you have 2 to 3 times your spending limit, they will refuse to increase your daily spending limit.
Kelvin Z told me CITIZEN BANK does not have all my money available.
SAVE YOUR MONEY AND DO NOT BANK WITH CITIZEN BANK.

When I was named executor for my cousin's estate, I decided to open the estate checking account at Citizen's, since she had had her checking account there and I figured it would be simpler. Two-and-a-half weeks later, still no checks: the clerk at the desk said they had gotten printed and had been sent out regular mail. Two days later I went back, and one of the managers checked and said the original order had been canceled "by somebody" but then the order was placed again 2 weeks later. I finally got the checks 25 days after I had ordered them -- in the meantime, I had to use my own funds for some of the estate charges.

At the same time, I get their credit card as part of a promotion: spend $1500 in the first month, get $200 cash back. I did that (several big vet bills). It's been six months and still no credit to my account.

Also, I had never asked to go paperless on the credit card account, I wanted printed statements. I got emails that said "my statement is ready, see it online", but I thought that was simply a notification, like Capital One and Citi, who notify me but still send me paper statements. Didn't pay attention, got an email notice that I was late. I went and checked the credit card account -- someone had made it paperless. I never would have moved that button to paperless, I want printed out hard copies, request them when I'm at the doctor's, the vets, etc. Now I owe late charges and they've probably ruined my credit score. Don't bank with Citizens!

Citizens bank is a mess. No customer service, we are withdrawing all of our money.
I am moving to a smaller customer driven Bank ROCKLAND TRUST.
BEWARE OF THIS BANK

Do not get involved with them. It is a deep dark rabbit hole of poor service and extreme exploitation of customers.

July 13 2022 someone walked into the Rochester NY branch and withdrew $5500 from my account. I'm in Alabama, they said someone had my ID. So I called the same day and asked what has happened. Today is August 12 and they still haven't deposited my money back. First they said it was sent to the wrong department. Now they are saying I need to fill out this form etc. To top it all off because they gave my money away they charged me non sufficient funds fee also. I was like really. So for small business banking go somewhere else.

Extremely difficult to actually withdraw your own money (which is kind of the point of having a checking account) - to the point I'm switching back to my prior bank that now has locations in RI. What a joke - for months now whenever I try to withdraw my own money from my own checking account at any ATM it is flagged as fraudulent event though I respond to their "fraud" texts and calls verifying that it is me - and to be clear I've never had any fraud on my account in the past - I've tried multiple branches, multiple ATMs drive up and walk up - all make me go through the PIN and bill selections and such, only to decline the transaction as fraud (and their ATM screens are so slow and unresponsive this takes minutes for each attempt). Then I park and go into the branch and the tellers give me the cash I want and click some buttons in the computer and say no one else ever has this problem with the ATMs, don't know what to tell you - maybe it won't happen next time. They're always very pleasant to speak with but that doesn't help me get my money from the ATM. The card works at the supermarket and in-person inside the bank and online - so the card works. I've called the fraud department and I've called the customer service department. They both say the other department is the only one that can help, and then when I ask to speak to someone that perhaps oversees both departments that might be able to help, they kindly point out that there is no such person and that there is no one above them I can talk to and that maybe it will work next time. This has happened on at least ten occasions since the beginning of 2022. Bizarre behavior for a bank - I'm switching banks as soon as I rearrange my direct deposits and draft bill pays.

STAY FAR FAR AWAY FROM Citizens Bank.
I was ripped off by a scam companies. The company is Universal Health Share. They had been charging my credit card $344.00 every month. I went to my Doctor for a checkup and some Lab work. Bills were sent to Universal Health Share and they never paid one cent. After months and months of calls and bills being sent by the Doc. Office and myself. I had to pay all the bills myself. I called Citizens to cancel the credit card and file a claim. The Citizens Rep said I was ripped off and this sounds like a scam and someone from citizens would call me in 48 hours. Citizens never called. I called citizens several more time and Citizens said each time someone would call me. Never got a call but did get a letter that said because I sign up for the service they found in favor of Universal Health Share. This is nuts. I talked to the manger at the citizens branch I go to and she said that was nuts and I was ripped off and she would get this taken care of ASAP. Citizens never did anything to help and I never got 1 cent back...

If you ever have a problem with this bank, they will keep you on hold forever, and then the rep will have no idea how to handle it, and have you call another number with25 minute hold. They have no concern about customer's time.

Everyone has bank horror stories, and banks are pretty much universally despised, but THIS bank...

I had a business (DBA) checking account with Citizens and then one day the bank agent tells me I have to open a personal account because I'm not allowed to deposit checks made out to my name into my DBA account. This was an outright lie. And, the guy even pressures me to open a 3rd account, a savings account that I didn't want or need.

My first mortgage was with Citizens and the process of getting approved was akin to (I'd imagine) trying to get an exit visa in post war USSR. I had to re-submit signed documents multiple times and when I asked why, all I got back was "just do it." I'm not even kidding. The process took months.

On my 2nd mortgage (what's wrong with me?) the process was maybe 5% less aggravating but I had 3 closing dates come and go with no explanation and the home seller ended up losing money do to the repeated delays. I'm lucky he didn't say - forget it, and sell to another buyer.

I bought a 5 year 3% CD and Citizens math indicated I'd receive a certain amount upon maturity. As it turns out, the projected maturity amount is about 15% less. More lies from Citizens.

About 3 or 4 years after I closed my Citizens business bank account I get an *MICC check from them which is a refund amount from a merchant that they disburse when the refunded funds don't post to a bank account. Since the funds wouldn't post to the account (because the account doesn't exit) what does Citizens do? They mail me a check made out to that same business, which is defunct. They could have made the check out to my name which would have ensured I could access the funds. They could have contacted me to get information that would have ensured a successful transfer of the funds.

So right now, I'm on the phone with about the 15th Citizens Bank customer service agent I've spoken to (one of whom promised me a new check in 2 weeks - 4 weeks ago), trying to find out how I can get my refunded funds. They are having someone call me back...

The check I got came with a letter saying to reference "MICC" If I had questions for customer service. Not a single one of the 15 or so people I spoke to knew what an MICC check was. I had to explain it to each and every one.

I will never understand why banks have the WORST websites in the world. First of all it was extremely difficult for me to even find the proper loan site (for iPhone loans in particular) for months which seems to have been fixed finally but still not totally sure as I have bookmarked the page (learned my lesson). Second, the site looks and acts terrible. If I had to guess they picked some middle schoolers that are in tech class and had them code the site as a fun project or something because its just horrific (same for most bank sites and apps). I just got locked out of the site for two hours after trying every possible password I could have used-I know I did not typo as I tried them all multiple times which is why I got locked out in the first place. As a solution I called the "help" number at the bottom of the page to get back into my account just to be told that I have to wait the full two hours anyways even though I had all my information readily available for the lady. I have never experienced this; I have been locked out of accounts before and when I call, my issue gets resolved almost immediately as I have all the required information and no questions asked. The site is just terrible and customer service is of no service at all it seems. Wasted way too much of my time to just have to wait in the end anyways and all I want to do is update my payment info which you would think they would be all for. Never been so frustrated at a particular site or bank like this before honestly but literally every time I go to log in and take care of business when I need to it's a huge headache. Thankfully I have auto-pay set up and only have to access my account every few months at most. It's like a slap in the face when you throw in the fact the iPhone I "upgraded" to is worse than the one before and I fell for their scam. Done with Apple after this and will never open another account with CitizensOne again.

Horrible security measures in place for the Canada Post Visa card that they issue. Bought an airline ticket through cheapoair then the airline somehow convinced these guys to charge my card a second time for the same flight. This did not set off any alarm bells or anything, Citizens bank just allowed it. When I went to file a dispute they said it was "NOT THERE PROBLEM" and that "THEY DON'T PROVIDE SECURITY OF THIS NATURE TO CARDHOLDERS". I am no longer using this card. PLEASE STAY AWAY THESE GUYS WILL NOT PROVIDE YOU ANY PROTECTION.