Citizens Bank has been the worst banking experience of my life! Frist of all i have never had a bank where i had to have so many debit cards in my life due to bank error and wait almost 2 weeks to get a new card. Constantly i had “debit card fraud” ok how is it that your customers information is constantly leaking out! So after a number of events the bank advised me to open a new account and i did. I opened the new account but, in the meantime fees accrued on the old fraudulent account and the bank said that they would only give me back half the fees and i was responsible for the rest.
Why? I had nothing to do with fraud on my account, and i had no idea that the customer service representative would not be placing a to be closed status on my account to stop all activity and fees. To be honest i think that all she was concerned about was opening a new account to make her quota, not at all being concerned about her customers wellbeing. So some weeks go pass, and i see that fees are being accrued on an account that i thought was inactive. I call the customer service number and i speak with a lady that says well we will give you some fees back but it was your responsibility to keep track of your account so we will not give them all back.
Ok when i went to the branch and spoke with the customer service representative i felt comfortable to assume that she would do her job and handle both accounts in a manner that would be the most beneficial to me. So the account was placed on a “credit only status” so that i could make periodic deposits to clear out the negative balance. In the mean time i kept receiving letters in the mail so i called and spoke to a lady in the recovery department we go back and forth on payment options and she explains that the account has been 43 day in the negative and at 60 it would be charged off.
tell her that i do not have the money right now and i did not know that i was on a 60 day timeline to pay off the account. She says “well pay what you can and
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.
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.
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!