Citizens Bank Ratings

I like to commend Ms. Toni for her exceptional attention to detail and professionalism. I've been cashing the same paycheck every single week for years, and despite that long familiarity, Ms. Toni, still caught a subtle but critical issue—a default on the date of last week's check. That level of awareness is rare and incredibly appreciated. It would've been easy to let it slide given the history and times of my visits, but she stayed sharp, thorough, and absolutely on point. This is exactly the kind of diligence and care that builds trust and sets great service apart from good service.

My experience with Citizens Bank has been deeply disappointing and frankly infuriating.

I had a single, one-time late payment due to an autopay failure — not negligence or refusal to pay. As soon as I discovered the issue, I paid the balance in full immediately and provided documentation explaining exactly what happened. Despite this, Citizens Bank showed zero flexibility, zero empathy, and zero urgency.

I called on December 6 to formally request removal of the negative mark. They did not even submit the dispute until December 8, and that only happened after I had to call a second time to follow up. From there, the process dragged on unnecessarily for nearly a month.

I had to call every single week, write emails and letters to follow up. And every time I was told they had to follow their internal process and could not provide any additional information about their review. I requested an updated balance letter, but they did not provide an accurate document until the third attempt. On January 5, I was finally told that nothing would change.

Throughout this entire process:

Citizens Bank was slow to respond and delayed every step
They refused to provide any electronic updates or documentation
I was given no status updates whatsoever
I am still forced to wait for a physical letter just to be told the late mark will remain

Meanwhile, the damage was already done. My credit score plummeted from 790 to 690 over a single autopay error — an error I corrected immediately and in good faith.

This experience made it clear that Citizens Bank is more interested in rigid bureaucracy than customer relationships. They advertise themselves as customer-focused, but when a loyal customer makes one honest mistake — even one caused by an autopay system failure — they are completely unforgiving.

If you value responsiveness, transparency, or fair treatment, think twice before banking with Citizens Bank. When things go wrong, they will not work with you — they will stall, deflect, and let your credit suffer without accountability.

My CD with Citizens access bank was due to mature on November 22, 2025 and prior to this date I had contacted the bank to pre-arrange these funds to be transferred to another bank at it's maturity date because I had a 42 days travel plan. The representative received all information that was needed to make this transfer at my absence. After I returned I noticed no transfers were made and the money was sitting dead earning no interests. since my return I have been calling them daily to get this going and every time they say in 1-2 days or some other excuses like an account specialist has to look at it and when I ask I need to talk to that account specialist they refuse to do that. I will never bank with with this bank that is either intentionally holds your money due to poor management or some other scams.

I would like to file a complaint against one of your employee Troy A Thomas he's unprofessional, combative and very disrespectful. I visit Citizens located in Hockessin, DE; I had a very disappointing experience at this location. As customer I expect basic courtesy and professionalism which I received none from him. He had the nerve to yell at me and tell me to go to where I open the account. Constantly going back and fourth with me over my acct. And telling me who is going to fire him "ghost busters". I hope management address his behavior and provide additional customer service training. Because my next stop will be Consumer Financial Protection Bureau. At this point I am rethinking my banking decision with Citizen Bank.

They keep holding my direct deposit after telling me they closed my account indefinitely June 10, 2025. I explained to them that my landlord is stealing my mail and has opened my mail containing my new debit card which I assumed that he recorded the number prior to me activating through the mobile wallet app. In only a short few months both my cards encountered unauthorized charges which the bank never called me to tell me that my account overdrawn or warned me of suspicious activity nor that they would close my account only communicating with me via postal mail which I clearly informed them time and time again of the landlord active illegal actions to steal my money and mail which they failed to protect me but now claim they closed my account telling me I had No way of receiving my remaining funds from direct deposit which is my only source of income I receive once a month leaving me penniless unable to even buy food. I have A picture of my ID on my phone but have tried several times to order a new license from the DMV which I dont Receive my photo copy in the mail since my mail which I reported To USPS hold my mail which they haven't followed through on and said they don't have mail for me which is a lie cause I see It in informed delivery that my check was sent. Now July when my direct deposit was supposed to go into my Citi bank account it seems citizen still accepted my direct deposit instead somehow and reopened my account but won't release my money to me even showing up at the branch with my car title and state government photo ID from Medicaid, my SS card, and insurance card but my bank card from Citizen which I finally received my opened mail pleading with the mail carrier to open my mailbox containing a stack of mail but missing was my checks that I learned were cashed but not my ID from DMV.

Somehow Citizens branch manager seems to be working hand in hand with my landlord in denying me. My money but knowingly sending it after all my attempts to inform them. I can't get my mail and that it is being stolen and money is being stolen asking why they can't transfer my money to my Citibank account which is an account owned by me and only me. Very shady practice and cruel leaving me to starve if they are closing my account then don't take my money and hold it from me. They obviously have the ability to verify me and still refuse to help me. It's a crime and I will not accept anymore loss!

I have been a customer of Bank of America and my mother (deceased) was a Trust Officer. If I had a problem with a debit which I thought was in err, I would contact the Merchant to resolve the dispute and if that was not successful I would file a claim through the bank. Any claim I made was in my favor because I am honest. The officer in the office has turned my down twice about a debit from Verizon on auto pay in my account is wrong. She refuses to process a claim which I believe the bank should reslove about a debit with is charged 21.40 over in my account. They are charging me 138.79 when the charge which is reoccuring and price locked for three years should be $117.39. She said the claim is not in the bank juristiction when I believe she is siding with Verizon the big guy over the client who is getting screwed. Excuse my vernacular. At first she suggested that I call Emily Vioz of WJAR the broadcaster to help and I went through the Attorney General, (they are both consumer advocates) but to no avail I am not being helped. I believe the bank can resolve this problem with their corporate attorneys who will see that the account began October 2, 2024 and their is a monthly reoccuring auto pay on my account which is price locked for three years. Bank of America would have attended to this. At this point I must go to small claims court which is out of my way when I think Citizen's could have resolved this. I am not too happy with this woman's service. She did not provide me with a card with her credential as would be the professional way to conduct business. Please take note of this as I am moving and am feeling inclined to do business with another bank.

I was always happy with Citizens bank but it took a scam to find out how great this bank and employes are. I had the pleasure of meeting Victoria Miller at this location, I can not thank her enough for the great customer service and help she gave to us. We were on vacation and honestly it could have been ruined due to a scam on my account. She took care of everything for us and even continued to help me after I returned to my home location in Pa. This bank is fantastic!!! You are very lucky to have such a dedicated employee on your staff. There wasn't any thing that was to much trouble for her.!!!! Helpful, courteous, friendly exceptional employee... I also want to mention your fraud department ...in particular Maria... She was extremely comforting and understanding to how I felt and helped me with what ever she could..again another prize employee!!!

The loan officer, Victoria Mynatt, for a HELOC wasted my time and did not communicate her rationale when asked to do so. She never reached out though asked to do so repeatedly. I received a "Denial, Termination or Change" form letter after about one month into the process. I am not sore for being turndown for this home equity loan. Though my FICO score is excellent and I was asking for less than half the equity in the house so very little risk to Citizens. I have been in the financial service industry for 40 years. I have a pretty good idea of what would be a minimum standard for customer service. Terrible customer experience.

I've been a citizens customer for 8 years. I was in an accident on my job that left me disabled. In the last year my life has been devastated by 2 fema floods. My home is on the verge of collapsing into the river below me. I have not had heat or water since july of 2023. It is below zero and i am burning cardboard to keep from freezing to death. In january i began the process of getting a home equity loan. The bank came to my home and witnessed the hell i am barely surviving. They called on the phone to tell me i was denied the home equity loan. I need a copy of the rejection notice sent to me for legal reasons. It has been a month since i got the rejection phone call. They said i would get the rejection notice within a week. These ghouls won't even respond to emails asking for a computer-generated rejection notice, a simple form letter that in the days of computerized tech and robots, should have been here a month ago. These monsters are making a disabled woman barely surviving through a disaster nightmare babysit their gross incompetence. Do not give these cold-hearted buffoons your money! Fing decent human beings who care about other human beings!

Your puzzle system to verify a real person is childish and asinine. The puzzle system is cumbersome and time consuming. Please use other method/s for the verification, effective immediately.

I called your branch last week to make sure my checks were good so I can transfer 30,000 by check. Today I get a note from bank I wanted to deposit to, saying check is no good. I cannot get a CORRECT answer from anyone at your bank. In addition I have just been told my Visa card is no good, as your bank changed to Mastercard, because it is safer than visa, which I don't believe. Since we live in Mexico Sheila could not send me a replacement card to Mexico via express mail. She said we have to go through customer service which is useless.

I'll be calling tomorrow and I want correct answers. I will be removing all my accounts from Citizens to a better banking facility, accounts averaging a total over 600,000.

These problems have been going on for years. You have my number in Mexico. This is accounts for Frank Wittland lll. I hope you fix these problems.

Absolutely terrible customer service everyone is rude.

The Citizens Bank branch on 5 Mile Rd near Sheldon in Plymouth, Michigan is horrible. Customer Service is lacking in a major way. Never the same employees there twice, usually only 1 teller, and one desk person and the wait is at least 15 min or more when you are next in line. No one greets you or even says they will be with you in a moment. NOTHING. This branch used to be top notch, but thru the years it has declined to the bottom. I will never do any busniess there again. I will drive out of my way to another branch. Just close it and be done with it. Rating is really minus stars.

Citizens Bank Branch West Robury did 3 mistakes in a few months: !
1) they did not pay from my account for my rental Safe Deposit Box, despite our agreement to do so for several years.
2) they did not want to give me written statement in 1/09/24,,that our contract was cancelled but was paid in full
covering period of one year from August 13/23 ti August 12/24
3) they did not receive my not used half a year period after cancelling contract 1/9/2024.
3) they did not return my money for about half a year

Branch hours says open Sat from 10am to 3pm. I was there at 11 to make a deposit and it was closed. I can't find my bank card and also wanted to get a new one but no one was there. I'll now be overdrawn. I'm not happy!

This branch is NOT a full service Citizens Bank. They have switched to an ATM model. Would you like to withdraw your money in some form of fifties and tens? Good luck. You will be forced to use the ATM to withdraw your money in hundreds, twenties, and fives -- because the ATM doesn't offer fifties and tens. But before you withdraw your money, you will have to wait in the SINGLE queue. I had to wait more than ten minutes, behind a girl who was doing something complicated with her car insurance. Once you have been graciously allowed to withdraw your money in the denominations allowed by the ATM (good luck counting the cash on the three-inch ledge offered at the ATM!), you are then kindly allowed to go to the tellers' window to exchange some of the ATM cash for your desired denominations. BUT NOT BEFOREHAND. I assure you: NOT DIRECTLY. You cannot go directly to a teller. This includes the elderly couple ahead of me in the teller line, the male of which was obviously either blind or legally blind. I was told that the couple was waiting to be "instructed" on use of the ATM machine. Nice. Very nice.

I am a very dissatisfied customer. My husband and I have been customers for 40 years. On Thursday, August 3, I requested a currency exchange for $500 American to Canadian $$. The teller, Alyssa, very pleasantly completed my paperwork, including using my debit card to pay for the transaction. She told me that the bank would charge $15.00 as a fee. I asked Alyssa what the current exchange rate was, and she told me .8177. I questioned this, saying that I had recently checked the exchange rates and thought it was .75. She said that was not so and that the current exchange rate was .8177 and that the rate changed frequently. Foolishly, I completed the transaction. The teller told me the Canadian money would be available either Friday or Monday.

On the way out, i checked my phone, only to see the current exchange rate was .75. I stopped to talk with one of the officials seated at a desk. After explaining what had happened, she told me there was nothing she could do; I had agreed to the exchange rate. I said that I thought the .8177 rate I was quoted was the internationally accepted exchange rate. The teller did not specify that the .8177 rate was Citizen's Bank's rate. I asked to have the transaction canceled, but she told me that could not happen.

Once home, I checked the currency exchange rates and again saw .75 , it was past 4 o'clock and the bank was closed. My husband Salvatore called the customer service number to voice a complaint. He was told that I should resolve the issue at the bank's branch. The customer rep suggested I go back to the bank.

On Monday after I picked up the Canadian money, I spoke with the branch manager again. I reiterated that the teller never specified that the rate I was quoted was Citizen Bank's rate. The bank not only charged me a $15 fee for the service, but they also penalized me by over 6% by using a rate table that was not the rate I had every right to expect. The teller never informed me that the .8177 rate was the bank's rate, quite different from the internationally accepted rate. The woman was very reluctant to give me the name of the regional manager of Citizen's Bank. She told me to call customer service. I told her I already did that and was told to go to the bank branch to complain.

I have no problem paying the $15 fee for my transaction. I have a big problem with the bank misrepresenting the generally accepted exchange rate and not clarifying that the rate I was given was Citizen's rate. I believe the bank owes me about $30.00 in overcharges.

Nancy Farina

My husband passed away June 15, 2023. Even though I am a secondary cardholder on our Citizens Bank credit card account, and had made a significant payment toward our outstanding balance on July 5, 2023 Citizens Bank found it prudent to REVOKE the credit card and place it in COLLECTIONS without even notifying me. We have been Citizens Bank customers for well over 20 years, but no more. Not only did I become a widow, I had to endure this insensitive and deplorable service from Citizens Bank. By the way, waited 20 minutes on Customer Service line to be told they could not help me.

Hello, I prefer a person. Since I see no names, here we go. I attempted to make a deposit in a ATM and did not get a receipt. Made a claim. Received confirmation and temporary reimbursement pending an investigation. Received correspondence from bank asking for additional information that only bank could provide. I went to bank and had the great fortune of meeting Ms Boynton. She tackled my problem right away. She recognized that the resolution was taking too long. She identified the ATM number, filled out another from, submitted all by fax, which was confirmed. She did all this three days before the deadline. You guessed it. The temporary reimbursement was taken away anyway and my bills started bouncing!! Ms Boynton continued working to get that action reversed. She went above and beyond to reverse everything. And she kept me informed in a calm and collected manner. Ms. Boynton is a treasure. Sincerely, Janet K Seevers, grateful & longtime customer

I have been banking at Citizens for as long as I can remember at various locations but this location is by far the worse. Lines are long and it is chronically understaffed. Today I waited one hour to see a customer service representative for a wire transfer to the IRS so my 941 payment from my business would be paid today. The representative then told me she could not execute it and it was not her area of expertise. There was no one else at the bank who might be more knowledgeable so, needless to say, I was not happy after waiting one hour. I am seriously considering moving my accounts to another bank with hopefully better customer service. I would not recommend this branch. My recent experiences have been terrible.

Someone is mailing checks with your Bank information on them. They are being passed as winnings from Publishers Clearing house. The names on the letter are Richie Jenkins, and Bob Crawford.

I highly recommend this branch! I'm disabled and mostly homebound, always when I call this branch, which is often, every single employee has been kind and patient. I'm so Glad I chose this branch when I moved here from California. Thank you Citizens Bank! (Pamela Cummins) customer for almost 4 years.

Mr. David Gagnon of Citizens bank in Plymouth went above and beyond to provide humanitarian aid that I sent to Odesa Ukraine. It wasn't easy to do at the beginning of the Russian invasion to send it. Despite the many challenges we faced he made sure the money was sent. He didn't help me to secure another client. He was willing to have the money sent by any legal means necessary. He showed deep sympathy, and concern to make sure we were successful. Mr. Gagnon is an excellent manager and a good person who deserves to be recognized for his acts of kindness.

Very frustrated! First time to this location after they closed the Woodhaven branch and the ATM was out of money. Then we have been to the West Road Trenton Branch two more times this week when it's supposed to be open and it was closed. Need to find another bank.

I really enjoyed working with Mr.Agha. He is a very welcoming person and a gentlemen. He always rushes to help and provide the best banking service possible. He is very professional in his dealings. Best Regards, Mohammed Khalife and Nada Baydoun