Citizens Bank

National Bank, citizensbank.com

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MyBankTracker rating based on the following criteria that includes customer reviews, financial health, bank fees and other key factors compared to the other banks.
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About the Bank

Citizens Bank is one of the country’s bigger banks by assets, with 1,150 branches and 3,300 ATMs located in 11 states across New England, the Mid-Atlantic and the Midwest. While it’s a regional bank, its range of services and products allows Citizens Banks to compete with much larger national banks.

Here, you’ll find banking solutions for every purpose, from checking and savings accounts, to home loans and student loans, to wealth management services. Citizens Bank keeps things simple for checking customers, with three accounts to choose from. One Deposit Checking allows you to waive the monthly maintenance fee by making a single deposit each month. Platinum Checking is an interest-bearing account that offers mortgage rate discounts and a waiver of certain banking fees. Platinum Plus Checking features those some benefits, with higher premium rates.

There are multiple savings options available as well. Green Savings is an easy way to save with a low monthly fee and no minimum deposit required to open an account. Platinum Savings and Platinum Plus are savings companions to the Platinum Checking and Platinum Checking Plus accounts; both earn higher interest rates with no monthly maintenance fee.

Citizens Bank also offers two specialized accounts: CollegeSaver, for college savings; and HomeBuyer Savings for growing your home down payment. The CollegeSaver account allows you to earn a $1,000 savings bonus when your child reaches age 18 if you meet certain eligibility requirements. The HomeBuyer Savings account offers a $1,000 credit towards closing costs when you get a Citizens Bank mortgage. Those kinds of benefits are less common at other banks.

IRA savings accounts and CDs are also available if saving for retirement is one of your goals. Both accounts afford a tax-advantaged way to save with a low minimum balance. IRA CDs also have no monthly fee. Citizens Bank also offers wealth management and investing services if you need more in-depth advice regarding retirement planning or investing.

In addition to personal banking, Citizens Bank is also a leading provider of private student loans and refinance loans, for both students and parents. Students who also open a Citizens Bank checking account are eligible for a discounted rate on their loans and the bank offers flexible repayment options.

Citizens Bank offers banking at the speed of life through both mobile and online banking services. The mobile banking app is top-rated for customer satisfaction and includes key features like mobile check deposit, online bill pay and person-to-person payments powered by Zelle. You can also set up mobile banking alerts and quickly check your account balances without having to fully login using the FastBalance feature.

If you need help with your account, you can pop into a local branch, connect via Facebook or Twitter, send a secure email message or speak with a customer service rep by phone 24 hours a day, 7 days a week. Live chat isn’t yet an option but 24-hour phone access means you can still get answers to your questions according to your schedule.

Citizens Bank Fees

  • National Average
  • Monthly Inactivity $10 $6
  • Non-Sufficient Fund (Overdraft) $35 $30
  • Stop Payment item $35 $27
  • Return Deposit $20 $13
  • Domestic Wire Transfer (Outbound) $30 $22
  • Domestic Wire Transfer (Inbound) $18 $10
  • Non-Bank ATM $3 $1

Locations & Hours

map of local branches and ATMs
Branches
14

We found bank branches & ATMs within miles of .

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Latest Customer Reviews

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  •  
    Reviewed By rwspms Mar 27, 2018

    worthless employess totally clueless

    totally worthless!!! manager at bank had no idea what she was doing--- have been a customer for many, many years! that is going to change!!!

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  •  
    Reviewed By fazees Feb 20, 2018

    The Last Choice Bank in US

    I'd like to say that Citizens Bank should change it's name to "The last choice bank" for one main reason: it has nothing in common with humanism. When you're stepping into the branch as a potential new customer they are smiling and giving you colorful suckers. Sadly, but right after signing an agreement there are no humanity any more. I just had a case with them and I'd like to write them directly just because I think that publicity gonna kill this bank. Looks like they have some financial problems...
    Anyway, better be aware of this bank. There are better options for sure.

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  •  
    Reviewed By jbanach7 Dec 28, 2017

    Horrible service (Overdraft Fees)

    My husband and I have been banking with Citizens for many years . I never write reviews but i am so disgusted with how this bank charges and takes fees from our accounts.this has happened many of times where this has happened. I am disgusted with how this bank charges overdraft fees and takes money from their customers. I had two overdraft fees taken out of my account when there was no overdraft on my account and when you call or send a message they respond with there is nothing they can do. they would like to to help but since they have allowed a reversal once already there is nothing they can do. there was no need for this overdraft as again no negative activity on my account and nothing was done. I am disgusted the way the bank posts charges on accounts so they can collect these fees. i check my account multiple times a day to make sure there is no issues. Horrible service .

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  •  
    Reviewed By jbanach7 Dec 28, 2017

    Horrible service (Overdraft Fees)

    My husband and I have been banking with Citizens for many years . I never write reviews but i am so disgusted with how this bank charges and takes fees from our accounts.this has happened many of times where this has happened. I am disgusted with how this bank charges overdraft fees and takes money from their customers. I had two overdraft fees taken out of my account when there was no overdraft on my account and when you call or send a message they respond with there is nothing they can do. they would like to to help but since they have allowed a reversal once already there is nothing they can do. there was no need for this overdraft as again no negative activity on my account and nothing was done. I am disgusted the way the bank posts charges on accounts so they can collect these fees. i check my account multiple times a day to make sure there is no issues. Horrible service .

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  •  
    Reviewed By ViscountDevil Oct 13, 2017

    The Bank that robs YOU.

    I swear on my life, one of my bankers used my account for their pleasure. You are supposed to be able to trust your bank despite them knowing your account and card numbers. I got a monthly charge from something I did not subscribe to and every time I went to check my account in the aftermath, the charge disappeared, however, the money was not returned to my account. I am extremely certain that one of the bankers changed my account information so I wouldn't notice that charge, but I did anyway. I also checked online and there were times where they made it seem like there was more money in my account than they're actually was. I tested their ATM to see if all of that money would come out and lo and behold, the money that wasn't mine DID IN FACT come out. I withdrew the money that I knew was mine, and still got an overdraft fee. I have been a loyal customer of theirs for almost 5 years and I have had about enough of their schemes. I am now with PNC and I could not have chosen a better bank. CLOSE YOUR ACCOUNT NOW IF YOU USE CITIZENS. Absolutely nobody deserves to go through this mischief. This bank doesn't even deserve one star in a rating.

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    Citizens Bank

    Replied on Oct 17, 2017

    We take these matters very seriously, and we're going to have our Office of the Chairman further investigate your experience. Please send an email to AskCitizensBank@Citizensbank.com with your full name, phone number, and a brief summary of this issue. We're going to dig deeper into this for you.

  •  
    Reviewed By Agauth04 Aug 28, 2017

    Reversal of check

    I have been a customer of Citizens Bank for over 10 years and am still appalled by the lack of customer service I recently received. I wrote a check to my brother-in-law and his wife to celebrate their wedding and help provide funds for their honeymoon. All seemed well as they cashed the check and it cleared prior to them leaving; however, a day later Citizens took it upon themselves to reverse the check. I noticed this and called customer service and am still dumbfounded by their ineptitude and lack of empathy for potentially ruining a newlyweds honeymoon. Long story short, their only solution was for me to write them another check. Despite them being out of the country and Citizens having the account information where they initially deposited the funds, their only remediation was for me to write another check. I am still awestruck. I am all for fraud protection; however, how is it possible to do something without even contacting the customer to verify that fraud existed? The first customer service agent had no clue why the deposit was reversed initially, which makes me feel real safe as a customer. When escallated to a supervisor their only response was that my signature didn't match what was on file. I am no handwriting specialist; however, I cannot imagine that my signature has changed that much in my 35 years...and even if so, I cannot imagine that it would be acceptable to do such a reversal without any contact with the customer. So imagine a bank that couldn't care less than newlyweds are out of the country with $1000 less then than think they have to spend; and claim to have their hands tied with no possible means to rectify an error on their end. If this is acceptable to you, by all means bank with Citizens. If not, than feel free to join Wells Fargo like I just did.

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    Citizens Bank

    Replied on Aug 29, 2017

    We understand you'd like some answers about this process and the troubles with your check. We're going to have our Office of the Chairman further review this for you. Please send your full name, phone number, and a brief description of your troubles to AskCitizensBank@Citizensbank.com, so we can dig deeper into this.

    Agauth04

    Replied on Aug 29, 2017

    I will send the information; however, it would have been nice to receive a reply to the communication that I sent via the online app two days ago confirming that my brother-in-law would be reimbursed for any fees incurred as a result of this blunder.

    Agauth04

    Replied on Sep 01, 2017

    I have yet to receive a reply to the email sent to askcitizensbank@citizensbank.com; however, I did receive a reply to my communication sent via the app requesting confirmation of the promise the first customer service rep. made that my brother-in-law would be reimbursed any fees incurred as a result of the unauthorized reversal of the check and guess what...apparently there was no record of this promise in the notes from my call. Oh and to top it off, I received a text today that they were in fact charged a $15 fee from their own bank. While this is a small amount of money, the principal that I needed to bend over backwards to get funds to them so their honeymoon wasn't ruined, then the fact that on a public forum you claim you will try to "dig deeper" yet go silent and not offer any meaningful reply is simply rediculous. I keep my account well funded, never overdraw my account, and revolve a considerable amount of money through their bank every month. I can't imagine turing a deaf ear to a loyal customer in this way.

  •  
    Reviewed By Rachel111 Jan 15, 2017

    Worst banking practices

    Sent check at the end of Dec. to pay off credit card in full. Also sent checks to Wells Fargo & Cap 1 to pay off those cards. Cap 1 & Wells Fargo processed card payment in timely manner & no problems. Citizens Bank sat on the payment making it late. They dropped the late fee but now have sent me a letter reducing my line of credit because of the late payment. Wasn't going to use the card again anyway but now I'm closing all accounts with them. Checking, savings & credit cards, Their business practices are idiotic. Rude customer service reps as well.

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    Citizens Bank

    Replied on Jan 25, 2017

    We'd like to help sort this out. Can you send your full name as it appears on your account as well as the best phone number to reach you at to AskCitizensBank@citizensbank.com? We will have an advocate from our Office of the Chairman reach out to you. Please be sure to include a short summary of your troubles so we can be sure to connect you with the right team.

  •  
    Reviewed By chasnabi Aug 30, 2016

    Uncaring, Unresponsive, Unprofessional

    I am a student with great ambition and small funds. On Thursday, August 26, 2016 I checked my Checking account with Citizens and had around $550. I then woke the next morning and checked my account to see someone had skimmed my debit information and spent $644.07 at the Nike Factory Store in Locust Grove, GA. Upon calling Citizens to speak about the issue I was informed that all they could do was send me a new card until the merchant released the funds from being on hold. A customer service rep tonight informed me that I could have had the bank speak with the merchant about releasing the funds or cancelling the transaction. This would have expedited the process, and instead I was left to wait thorugh the weekend until today, Tuesday, August 30, 2016. I filed a claim, and was told that I would have to wait ten business days until I was able to speak with someone from the claims department about crediting the stolen money to my account. Yet my account is advertised as having ZERO LIABILITY FOR UNAUTHORIZED PURCHASES. Well, every day that I do not have any funds in my account and am forced to borrow from friends and dip into my savings I am taking liability. I believe this bank has been completely misleading about their fraud protection programs and have not been able to get an effective timely response to this issue.

    They are criminal in their negligence and rude in their ridicule. Three times I've had to speak to a manager today and the third one was argumentative and completely dismissive. I would wonder how the employees of this bank sleep at night, but they're all such poor excuses for human scum that it's not worth sparing a thought on any of them.

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    Citizens Bank

    Replied on Sep 01, 2016

    We certainly don't want you to have that impression, chasnabi. Fraud is something that we take extremely seriously. Could you please email your full and phone number to AskCitizensBank@citizensbank.com? We'd like to have this matter escalated.

  •  
    Reviewed By Titanic444 Jun 15, 2016

    Closed accounts at citizens. They won't close them for 60 days

    I'm very upset that this bank in mentor on the lake ohio that I had done business with for several years. Would not close my checking and savings right away. They had gotten a withdraw from Kohls a couple weeks after I supposedly (closed my accounts and charged me an extra $125.00 in fees. This was my wedding money. I am so upset that they are such a rip off. Will never deal with them. Is there any way I can get my money back????

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    Citizens Bank

    Replied on Jun 16, 2016

    Good Morning, Titanic444. We are very sorry to hear about your experience. Could you please email your name and phone to AskCitizensBank@citizensbank.com? We'd like to have this matter escalated to our Office of the Chairman for resolution. We look forward to hearing from you.

  •  
    Reviewed By DaveR Feb 18, 2016

    Scammed

    Stay away from any dealings with Citizens. I have had a CD with paper statement for a money market account. I was told I was required to have a checking account to have the money market rates...fine. Well after a while I was hit with inactivity/ dormant account fees. I called customer service and the fees where refunded. I was advised by the bank that If I set up Electronic statements, I would not be assets these fees in the future. I was called at home by representatives multiple time to update my account to a higher interest rates on my returns;
    Mistake #1, Seeing this was used as a CD equal account and I would not be assessed fees, I did not check my monthly statements; Mistake #2. Well I started doing my taxes and noticed I did not receive a 1099 int form. I email customer. service and was notifed I did not earn enough interest...hmmm how can this be with a large deposit. I checked my monthly statements and noticed a 5.00 service charge for required checking and 5.00 fee for money market $10 per month. Also I noticed that they lowered my interest rate to 0% for checking and 0.01% for a money market. and a total of 90.00 in fees over the past year. I actually lost money on setting up a savings -money market account with this bank.
    Well I just got off the phone with customer service- over a hour on the phone between waiting on hold and being transferred to a supervisor. Well after telling me the best they can do is only reimburse $45. and trying to set me up with a financial advisor spoke with supervisor Jay D. out of the R.I. office (he would not give me his last name).They had no comment on decreasing my interest rates, and added fees which I was told would not be assessed with a E Statement account. Mistake #3 not getting in writing - money rates.
    Well needless to say I am never going to do business with this financial bank again.I have used 5 different local banks and have never had a problem with them. I plan on withdrawing all my money from citzens in the am and advise anyone to stay away from this bank...be warned

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  •  
    Reviewed By AppleC Jan 23, 2016

    Load of CRAB policies, Incompetent Employees..

    IN-competent employees!!! Terrible Policies and rules which do not make sense. It actually deserves "ZERO" star!!!
    I have a few CDs are going to mature one by one in few weeks. And, I have a checking account with them. I went to the bank in person to ask them to roll the going-to matured CDs to my checking account when it is matured. NO! They said that they can NOT do it. According to their "POLICY", I have to go in in person when each CD matured to "CLOSE" each CD account "in person". After protest, the rep called manager unwillingly. And, I was told that I could write a letter to them and saying that I wanted to roll the CDs to checking after CDs matured. But, Watch this: Their policy says that I could not just write the letter in front of them even though they have checked my IDs and verified my identity. According to their "POLICY", I have to take the letter to another place to have it notarized that I am the one who wrote and sign the letter. And, that is NOT all. I can NOT submit this letter to them in person. I have to go to the POST OFFICE and MAIL it to them. ONLY doing that, they will maybe consider to honor my request. They said that that is doing me a FAVOR.... And, how about the CD that was matured today??? Oh, she said "you do not have a CD matured today." That one is already auto renewed for another year+ and that is going to mature at 2017 with interest rate 0.03%!!! After protest, another employee came out and told this incompetent employee that since it is within 10 days grace period, she could cancel the new CD and issue me a check. Did you see the conflict here? First, she told me that I have to come in in person after each CD matured to close the account. But, when I was actually there for the CD that is matured at that day, the CD has been renewed!!! And, if I did not protest, I would not get my money out. They are trying to hijack my money. Few weeks ago, they told me to go in in person to get a better deposit rate for they could not give out on the phone. NO, they do not have a better CD rate. They cheated me to go in in person and tried to sell me their other investment products!!!
    When I opened the CD accounts, they told me that if I deposited this XXX large amount, I could get this xxx rate. I could transfer the money IN (i.e., deposit to the Citizens bank) without problems, But, when I wanted to use the online banking to transfer money out of the bank, the limit is $5000 per month because the POLICY says to prevent money laundry. They tried all the stops (i.e., all different kinds of POLICIES) to prevent me taking the money out. They gave me a load of crabs!!!
    I opened a local bank account with the Citizens Bank hoping for the convenience. BUT, all I got is loads of POLICIES and crabs.
    AVOID CITIZENS BANK! If you need a local bank, CHASE bank next door is much better - they provide notary services for free for their customers during the office hours and the employees do their best to help. At least, CHASE hires only competent employees. I have checked the Chase policies. They do not have such crabs.
    *** There is more story this week.
    We got snow storm going. The Bank said that I HAD to go in in person. So, I risked my life driving to the branch to close the CD that is matured yesterday.
    The store manager did NOT apologize for the inconvenience. What he said was: "You should be GLAD that we are open today!"
    I asked him whether he got my "notarized" letter (sent through the POST OFFICE) about transferring the CD (when it is matured) to my checking account and that I do not want to renew. He said YES. Then he said this: "You got to call me on or before the CD matured and to "remind" me to do that for you". ME: What ???? He said that he might not remember to do that because he might be away or have meeting or .... Does this bank know what is called "customer service"??? This bank has ZERO customer service.
    And, due to the snow storm, the branch had NO other customers. However, it took them 30 minutes to issue me a check!!! NOT Recommend this bank.

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    Citizens Bank

    Replied on Jan 25, 2016

    Good Morning AppleC, I am very sorry to hear about your experience regarding your CDs. I'd like to escalate this matter to the Office of the Chairman. In order for them to talk with you regarding your concerns, they will need to speak with you one-on-one. Can you please send an email with your name and a phone number they 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.) We look forward to assisting you!

  •  
    Reviewed By Ellen E. Sep 19, 2014

    Do Not Get Your Mortgage Here

    Construction-to-mortgage loan finalization took six months, during which they kept asking for more paperwork, more paperwork, more paperwork. It took me two hours to scan a set of financial and bank statements and they were rejected because the second side including blank pages were not included. I liquidated a cd and they insisted i get a copy of the canceled check and the deposit ticket, even though i showed them an end-of-year statement that was within $20 of the deposit amount.

    They dragged their feet so badly we had to pay the builder money because construction had already started, and they made us provide a paper trail for the money we paid to the builder because this bank was so inept. We went to the first closing and they wrote the loan for the full amount even though we had paid money to the builder. There was a total lack of internal communication. They insisted that i have the full amount to cover closing costs in my bank account so i withdrew it from a brokerage account and it sat, not collecting anything for six months. To add insult to injury, they stuck the closing costs into one of the documents we signed so i quickly had to write another check to the builder to bring the cost down.

    The loan officer's attitude to me during the entire process was that the complexities were somehow our fault. He was not even as bad as the people in the corporate office, who would send emails saying there was a problem with #16 in the email attachment, and the attachment would start with #17. This bank ruined my life for six months - aside from the account we have for the mortgage, i will never work with them again. Absolutely horrible experience.

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    Citizens Bank

    Replied on Nov 18, 2014

    Hello Ellen, I am from Citizens Bank's Office of the Chairman. I am very sorry to hear about your experiences, 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, Ellen -- we look forward to hearing from you!

  •  
    Reviewed By returntrue Sep 27, 2017

    CITIZENS BANK RAISED MY INTEREST RATE AT THE LAST MINUTE - AVOID AT ALL COSTS!

    We locked in a mortgage interest rate of 3.25% with .125% credit, for 60 days with Citizens Bank. However, when we received the closing disclosures for the mortgage, the interest rate was listed as 3.5%. When I inquired about this discrepancy, my loan officer, Maria Esposito, told me that there were utilization ratio issues (due to the fact that we were closing on our purchase before our sale, despite the fact that this had always been the plan), but that she had taken the needed steps to get the rate I had originally been quoted and had submitted all necessary documentation for approval of the originally quoted rate. My loan officer later confirmed via phone that this had been approved.

    We received the final closing disclosures the evening before our closing (which had already been delayed by Citizens), but the interest rate had not changed. I emailed my loan officer multiple times but received no response until I reached her by phone the next morning. She told me she was working on getting the rate adjusted as promised. However, a mere two hours before the scheduled closing, she informed me that she would NOT be able to give us the rate that had been locked in. She suggested postponing the closing on our purchase until after the closing on our sale (which was scheduled for less than one business day later).

    Because it was only two hours before the closing and we'd had issues even getting the seller to the closing table, my lawyer strongly advised against postponing the closing. Doing so would have put us in breach of contract, and we had no viable options for postponement or alternate loans at this late date. Citizens bait and switch tactics left us with no choice but to close with a increase in the mortgage interest rate that amounts to about $30,000 over the lifetime of the loan. My loan officer loan officer told me that the best she could do was to refund the closing costs ($844, barely anything in comparison), which she requested to be expedited.

    I complained up the chain and it took months to even get those closing costs back, but Citizens basically told us we were SOL otherwise because we made the mistake of trusting what their loan officer told us over the phone and we had no written proof. This is clearly a company that couldn't care less about its customers and I wouldnt even recommend them to my worst enemy.

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  •  
    Reviewed By charliewan Sep 2, 2017

    CITIZENS BANK LOST ALL MY SENSITIVE PERSONAL INFORMATION....IDENTITY THEFT RISK!!!

    I had to go to the branch on Academy Avenue to fill out masses of paperwork, provide legal documents, etc. to obtain POA for my elderly mother's bank account. All equipment, copier, electronic signature machine, was down. I had to return to electronically sign to complete the process. I then got sick, my mother broke her shoulder, and I didn't get back to the bank for some months. I went back, finally, to complete the process, and they told me they sent all the paperwork, with all our personal data, legal POA and signatures, interoffice mail, but they "lost it". ALL OUR SENSITIVE INFORMATION!!!! FLOATING AROUND GOD KNOWS WHERE!!!! They researched it and told me I had to start the process over from scratch. Can you imagine?! I have no choice but to close all our accounts and go to different bank as they don't value their customers personal security. Customer service is also terrible. DON'T GO TO THEM!! THEY ARE THE WORST BANK EVER, and I have heard many horror stories from others that they are driven crazy trying to refinance their mortgages, etc.

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  •  
    Reviewed By Sam_lilly May 17, 2017

    Auto loan

    Got an auto loan through citizens bank back in December. I felt like the apr was extremely high but willing to wait until I can switch to my usual bank and refinance. You have 10 DAY BEFORE PAYMENT IN CONSIDERED LATE. 3 days after my payment in which I already paid half of it two weeks early. This bank harasses me every hour of the day about the payment. When I assured that I will make the payment online when I am paid the women continued to ask how I was going to pay and the form of payment which I refuse to give any of that information out via telephone. Not to mention I could hear this women's television in the background playing as loud as can be. Therefore she is home asking me thousands of questions about my account that I will be paying with which card and what not. If I am paying online why does it matter to her at all what so ever I felt like it was very sketchy for her to continue pushing for my information?! THERE IS NO NEED TO CALL A PERSONS PHONE 10 TIMES IN ONE DAY 3 days after a payment was due. I'm dealing with a death of an immediate family member and have been dealing with arrangements and on the telephone consistently all day with multiple family members and not to mention a screaming one and a half year old daughter. I've never been late on A SINGLE PAYMENT BEING HARRASED IS COMPLETELY UNNECESSARY. Company needs to tell these people how to be professional and how to at least turn off their tvs at home while their harassing their customers. CAN NOT WAIT TO LEAVE THIS BANK

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  •  
    Reviewed By returntrue Sep 27, 2017

    CITIZENS BANK RAISED MY INTEREST RATE AT THE LAST MINUTE - AVOID AT ALL COSTS!

    We locked in a mortgage interest rate of 3.25% with .125% credit, for 60 days with Citizens Bank. However, when we received the closing disclosures for the mortgage, the interest rate was listed as 3.5%. When I inquired about this discrepancy, my loan officer, Maria Esposito, told me that there were utilization ratio issues (due to the fact that we were closing on our purchase before our sale, despite the fact that this had always been the plan), but that she had taken the needed steps to get the rate I had originally been quoted and had submitted all necessary documentation for approval of the originally quoted rate. My loan officer later confirmed via phone that this had been approved.

    We received the final closing disclosures the evening before our closing (which had already been delayed by Citizens), but the interest rate had not changed. I emailed my loan officer multiple times but received no response until I reached her by phone the next morning. She told me she was working on getting the rate adjusted as promised. However, a mere two hours before the scheduled closing, she informed me that she would NOT be able to give us the rate that had been locked in. She suggested postponing the closing on our purchase until after the closing on our sale (which was scheduled for less than one business day later).

    Because it was only two hours before the closing and we'd had issues even getting the seller to the closing table, my lawyer strongly advised against postponing the closing. Doing so would have put us in breach of contract, and we had no viable options for postponement or alternate loans at this late date. Citizens bait and switch tactics left us with no choice but to close with a increase in the mortgage interest rate that amounts to about $30,000 over the lifetime of the loan. My loan officer loan officer told me that the best she could do was to refund the closing costs ($844, barely anything in comparison), which she requested to be expedited.

    I complained up the chain and it took months to even get those closing costs back, but Citizens basically told us we were SOL otherwise because we made the mistake of trusting what their loan officer told us over the phone and we had no written proof. This is clearly a company that couldn't care less about its customers and I wouldnt even recommend them to my worst enemy.

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  •  
    Reviewed By nattydread Sep 23, 2017

    CITIZENS BANK WENT THE DISTANCE: We Had a Very Serious Problem with Citizens But The Power of Positive Thinking Got Excellent Results On Both Sides of the Coin.

    This review is posted to remind readers that you might have a legitimate bank complaint, but remember, if you are not part of the solution you are part of the problem. We give Citizens Bank huge credit for the courage to stop the clock and take another look. Tip of the Hat.

    Here is what happened:

    Our local Citizens Bank branch misplaced some incredibly valuable non-replaceable papers (during a routine branch closing) and we had little proof we gave the docs to Citizens Bank. After a few months of looking we contacted their top management and asked for a top-to-bottom "search" -- and if found -- transfer them to our new Citizens Bank branch. Two weeks later: Presto! Our documents were located and sent to our new Citizens branch in Lebanon, New Hampshire. A very happy ending.

    Moral of the Story: Life is Short. Getting Mad and Upset Is Not How To Get Results With A Bank Employee Or Anyone Else For That Matter.

    We could have stomped our feet and threatened to find another bank, but everyone reading this is obviously HUMAN and we all make mistakes. Sometimes folks are busy and can't drop everything the second you ask. We were patient and someone way up on the top floor sent a signal for the folks in the tranches to dig hard and locate our important documents.

    Our view was that top management at Citizens is also like you and me, they want to please if given a chance and plenty of notice that everything was already done at the local level given the resources available. Occasionally hardworking folks need a bump from the brass.

    * * * * * * * * * *

    Anyone can post a negative complaint and whine and groan. Always put yourself in the shoes of the person you want help from -- and be persistent with a positive attitude.

    Thanks Citizens Bank. Nice job. Keep up the good work. Banking is very competitive these days and it all comes down to hard work, relationships, and patience. Polite persistence is the icing.

    Peter White and Lisa
    Tunbridge, Vermont

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  •  
    Reviewed By jo104 Aug 29, 2017

    the absolute worst at customer service!!! Amar is horrible

    will never deal with Citizens again. not even worth a 1 star!
    Customer service has the worst disposition and demeanor of any bank i have experienced. I spoke with Amar today after 11 (yess 11) calls yesterday to my home and cell about a late payment. Which was NOT late; i ordered a payoff for the account and it was sent by closing company and the calls started the morning of the payoff (closing was at 2pm) They have no disregard for any customer even the PAYING ones! I'm glad that loan is paid off and good ridden to Citizens!! (btw my credit score is up over a 780 just in case there were any thoughts it was my doing) Horrible bank!!

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  •  
    Reviewed By Jms131 Sep 5, 2014

    Do not get a mortgage through them

    Terrible communication and never meets deadlines. Horrible experience of purchasing a house with them.

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    Citizens Bank

    Replied on Nov 18, 2014

    Hello Jms131, I am from Citizens Bank's Office of the Chairman. I am very sorry to hear about your experiences, 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 -- we look forward to hearing from you!

  •  
    Reviewed By mccand2014 Apr 19, 2014

    Worst Bank ever! Liars!

    One of my customers gave me a bad check. I had know idea it was going to bounce they blamed me treated me like a pile of dirt, this company was in business 30 years with a great reputation. They told me I should have known it was no good and froze all my assets. I paid the fee and they told me it would resolve all issues, instead they closed both my business and personal accounts and said we don't want your business. They lied to my face.

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    Citizens Bank

    Replied on May 29, 2014

    Hello mccand2014, I am from Citizens Bank's Office of the Chairman. I am very sorry to hear about your experience, and I would like to learn more to see how we can best help. In order to talk with you regarding your concerns, we need to speak with you one-on-one. 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 -- we look forward to hearing from you!

  •  
    Reviewed By excelsior2014 Aug 5, 2014

    Continue to be evil thieves....is there a black hole rating?

    Over the last five years, I have racked up thousands in overdraft fees for what amounts to pennies in dollars in overdrafts even though I am "opted out" of the overdraft system. How? Why? No one has an sensical answer. So opting out is apparently of zero use. This bank is just horrible...completely horrible. Moving on. Might see what Key Bank has to offer with their "no overdraft fee", "no hassle account"...because "Good Banking Means Good Citizens", apparently means steal as much as you can get while you can get it and make no apologies.

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    Citizens Bank

    Replied on Aug 05, 2014

    Hello excelsior2014, I am from Citizens Bank's Office of the Chairman. I am very sorry to hear about your experiences, 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 -- we look forward to hearing from you!