Charter One Bank Quincy Center Branch
1200 Hancock Street, Quincy, MA 02169
Quincy Center LocationGet Directions
Charter One Bank Branch Customer Reviews
Reviewed By JaredR Feb 24, 2014
New Debit/Credit Card Debacle
Iâ??ve been a Circle Gold customer of Citizens Bank for approx. 5yrs, and this is the latest and most egregious customer service screw up yet. My debit/credit current card is set to expire at the end of February 2014, however it expired during the first week of February 2014. I did not receive a new card before the expiration. When I called to have a new card sent via expedited freight, the card was sent to an address that I lived at 2yrs ago. I updated my address with Citizens when I moved 2yrs, and have been receiving Citizens account statements at my new address. I was told I would not be charged the $25 fee to have a new card sent as I am a Gold customer. However, my account was charged the fee.
When I called to understand where my missing card was, the client service rep ordered a new card for me and ASSURED me that it was being sent via FedEx expedited freight. When I called to confirm the shipping address another client service rep told me the card was sent standard USPS mail, which would take 3-5 business days to receive. When I requested that it be sent by FedEx nextday freight, the client service person cancelled the previous request (which I made only an hour prior) and had to restart the process all over again. The most frustrating part is that the various client service reps were NOT taking notes of each conversation I have had regarding this issue. So, each time I have called about this issue I have to explain the entire situation all over again. All said, Iâ??ve been without a debit/credit card for over a week and I am traveling at the end of this week. Also, my monthly utility/cell phone/etc are automatically paid from the expired card and will be declined because of this issue. I am very disappointed and frustrated by the way I have been treated. The client service representatives I have dealt with were not helpful, and were not interested/engaged in fixing my problem. I will be closing my accounts and ending my relationship with Citizens.Thank you for your feedback Is this review helpful?
Citizens BankReplied on Mar 03, 2014
Hello Jared, 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, Jared -- we look forward to hearing from you!