Citizens Bank Complaint - Citizens Will Drop You Like a Fly if You Learn to Fight Their Fees
NASHUA, NEW HAMPSHIRE -- Summary of Experience:
Branch customer service is good - but corporate office eventually ruins it. Placing your money with Citizens Bank is not a safe bet; e. g., my fiancée and I made a deposit worth thousands of dollars: this deposit was returned by no fault of ours. When the deposit was returned we were assessed a $10 fee, which we paid. We had also spoken extensively with our branch and phone banking service and made sure to correct the problem in less than 24 hours by depositing the returned amount in cash. Despite this, the bank's "fraud" department closed our account - even after all the evidence of our acting in good faith to correct a problem we never caused. Our ChexSystems record is now soiled with an "account abuse" item based on an event which we addressed immediately and was not our fault - the branch gave up on helping us and succumbed to the corporate decision, which was based on partial information. Citizens Bank is as problematic as Bank of America. DO NOT OPEN AN ACCOUNT WITH CITIZENS BANK.
DID YOU HAVE A PROBLEM AT CITIZENS BANK TOO? FILE COMPLAINTS HERE: http://www.occ.treas.gov/customer.htm
Detailed Account of Experience:
Branch service is initially good - but eventually the corporate office will ruin it - quite unjustifiably too. The branch will make the effort to work with you and most other branches have friendly personnel too, but they struggle as mediators between customers they are trying to keep and a bank corporation eager to assess fees unfairly whenever it can. After many months of working well with us - and in some cases going out of their way to help us as customers - our account was closed by way of a unilateral decision on their part. My fiancée and I deposited a check for thousands of dollars. This check was returned by no fault of ours. When it was returned we were assessed a $10 fee, which we paid despite not being responsible for the returned deposit check. Over the course of the next 24 hours my fiancée and I spoke repeatedly and consistently with branch employees as well as phone banking employees making sure to understand the repercussions of this returned deposit (to find out, for example, how payments coming out of our account would be affected, etc.). We also spoke at length of how we could correct this issue immediately. Within 24 hours we re-deposited the money in CASH. We left the bank relieved that this problem was taken care of only to find out a couple of days later that Citizens Bank had frozen our funds - we could not withdraw a penny - and that the account was scheduled to be CLOSED. Shocked by this, we called the branch, the phone bank service, etc. and received conflicting feedback: everyone but the branch employees ascertained that the branch could correct the problem. The branch insisted that they could not do anything and seemed eager to close the account and stop speaking to us - there was no intent to resolve an obvious misunderstanding. The corporate Citizens Bank office, specifically a "fraud" office in Pittsburg, Pennsylvania, had flagged our account as fraudulent simply because a deposit that we made was returned by the bank it came from. There was never any recognition of the effort we made immediately to resolve the matter nor did employees at the local branch acknowledge this effort. At the corporate level no one ever accounted for our effort, in good faith, to fix the problem by depositing the cash amount the account was now missing due to the returned deposit. Citizens Bank has now soiled our ChexSystems record with an "account abuse" label - something that is most definitely not merited in this case. We had NEVER had a check deposit returned and we took care of the problem by replacing the returned deposit with an equal amount in cash within 24 hours. When we spoke with the branch it was like speaking to completely different people - there was no human element whatsoever in their effort or conversation and we left baffled that the bank had made this decision, treated us like delinquents, and moved swiftly to clear us out of their system - all while damaging our ChexSystems record with an inaccurate picture of what happened and a partial account of the story. DO NOT OPEN AN ACCOUNT WITH CITIZENS BANK - they are as problematic as Bank of America and by the admission of at least one employee we spoke to in the course of this event they are getting worse. The online banking system is also very deceiving - you will never really know what your accurate balance is because they take days and days to post items against your account: many of these items are hidden fees and this is most likely by design and meant to catapult you into a nightmare of fees. For your sake and the sake of your hard-earned money, please don't feed this monster of a corporation. I am a pro-business, pro free-market conservative Republican and I can admit that this company has gotten out of hand in abuse – I cannot stand by their business practices. We should not have "account abuse" and fraud all over our ChexSystems: Citizens Bank should have that all over their customer reviews and ratings.