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Citizens Bank Customer Review

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smidget's Profile Image

4 out of 5 marks

Reviewed by smidget

Jan 28th 2013

Excellent!

They have always been extremely helpful not only in our personal bank business but we have been handling an estate for 4 years and the estate account is there. They are always willing to go the extra mile for us.

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Other Citizens Bank Reviews

rskurat's Profile Image

Reviewed by rskurat

Nov 11th 2014

1 out of 5 marks

Incompetent

Worst. Bank. Ever. They selectively provide information, maliciously apply account rules, and incompetently address customer service calls. Do not under any circumstances open an account here. Communication with depositors is confusing - this might be intentional, or it might be inadvertent, but it's definitely a problem.

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PAbanker's Profile Image

Reviewed by PAbanker

Dec 5th 2014

2 out of 5 marks

Disappointed

Monday 12/1/14 I went to Citizens Bank 52nd Street branch in Philadelphia, PA to convert some GBP to US$ and experienced the worse level of incompetency, unprofessionalism and poor customer service ever. Their customer service representative assured me that they process foreign exchange so I got in line, approached a teller who told me there’s a transaction fee of $15 per bill so I would owe the bank $9. I tried to correct her by saying it had to be per transaction so she called her manager who agreed with her. The manager explained to me that it is similar to a cashier’s check where there’s a fee for every check so there’s a fee for each bill. They suggested I go to another branch.

Before leaving I called another branch and was informed that all branches are capable of processing foreign exchange and the fee is $15 per transaction. The person I was talking to on my phone was willing to speak to the teller who attended to me or any other employee but no one was willing to speak to her. I was told that the teller who assisted me went to lunch and it’s best to speak to the manager. After knowing that I was waiting on her with the representative on my phone the manager totally ignored me and went in the back. After the patience of the person on my phone ran out she decided to call the branch directly. I then asked to speak to the manager and was told that there isn't a branch manager but a teller manager (the same manager who went hiding).

I heard their phone ringing and I assumed the other branch was calling so I waited but no one assisted me. I went to the branch at 63rd and Haverford Ave and was told they don’t process foreign exchange. The branch at 13th and Market Street closes at 6PM; I got there at 4:10 PM and was told they were sorry, foreign exchange closes at 4PM. I went to Wells Fargo a few minutes before they close at 5PM and the process was simple and cost $7.50. I don't have an account with Wells Fargo but been with Citizens about two decades.

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Response by Citizens Bank

Responded by citizensbank

Dec 9th 2014

Hello PAbanker, I am from Citizens Bank's Office of the Chairman. I am very sorry to hear about your experiences in our Philadelphia branches, and I'd like to have someone from my team call you to learn more and to see how we can best help. Can you please email your name and a phone number we can reach you at to AskCitizensBank@citizensbank.com? (Please do not include any personal information such as social security numbers or account numbers in your email.) Thanks, PAbanker -- we look forward to hearing from you!

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