PROVIDENCE, RHODE ISLAND -- I had made a payment of $8000 towards my Citizens Bank credit card. Shortly after that payment I mailed what I thought would be my last payment - $265.00 using First Class USPS mail. The $265 payment was $1.43 more than the balance I owed on my statement. My payment was mailed in plenty of time before the due date!
I waited two weeks then checked online and noticed the bank still hadn't processed my payment. So I called and was told they hadn't received my check! The representative I spoke with blamed the post office then advised me to wait another week. I did. In fact more than a week went by then I finally noticed my payment had been processed!
Two weeks later I received a statement in the mail from Citizens Bank regarding my credit card account. The statement said the account had been closed. It listed the previous balance ($263.57), the payment I had made ($265.00), no interest fee, but an unexplained fee of $1.50.
Since I had paid $265.00 on the previous payment and the balance at that time was $263.57 the difference was 07 cents owed after the unexplained $1.50 fee! The statement also stated "If we do not receive your minimum payment by the date listed above, you may have to pay a late fee of up to $39.00 and your APRs may be increased up to the Penalty APR of 29.99%."
I mailed a check to them the next day using Return Receipt this time to have proof of mailing! If Citizens Bank takes another three weeks to process and post 7 cents to my account I will contact the proper authorities to file a complaint! I've grown tired of Citizens Bank fees, their ways of delaying payments, and them diming me to death!
ALBANY, NEW YORK -- While working with Citizens Bank to secure a construction loan we were required to provide documentation multiple times, even after documenting that we had previously submitted it. Every timeframe for each process they provided was incorrect and always took much longer. Our loan processor lost our paperwork and instead of telling anyone, did nothing, which resulted in us having to submit the paperwork again. The Vice President – Sales Manager then took over our application, only to loop back in the same loan processor who had no idea what he was doing. It was very difficult to get a hold of anyone during this whole process.
It took four months for us to get any sort of answers from the bank. They kept saying it was because construction loans take a long time to process. I know the issue was incompetence. The kicker: once we finally received something in writing (they basically refused to provide anything in writing and would avoid our questions) it was all wrong, and none of the numbers lined up.
Still unsure how the underwriter (who had all documentation submitted to him multiple times), the loan processor and the VP-Sales Manager all missed this. Needless to say we walked away. I would never refer Citizens Bank to anyone and am shocked how they operate. Albany, NY Branch 833 Broadway, Albany, NY.
DELAWARE -- From the moment I opened a Citizens Bank account, they started nickel and diming me with fees. I applied for a home equity. I had to open a checking and a savings account I didn't want to avoid fees. And then all 3 of these accounts had service fees that had nothing to do with the fact that I was a high-quality loan customer. Minimum balance fees, annual fees, inactivity fees.
As soon as I could close the loan without an 'early payment' fee(!), I did. Closed all of the accounts. 1 year later, I just got a letter saying I owe $10 for a 'dormant account' fee. Ridiculous! But every time, it was not worth the effort of fighting. I'll just go and pay like I did all of the others - even the ones that were their fault. I just want out!!!
PITTSBURGH, PENNSYLVANIA -- I had three pending transactions with Citizens Bank which I notice on June 11, 2014 put my account in the negative. These transactions were still pending and the funds didn't actually leave my account yet. On June 12, 2014 my payroll check was directly deposited in my account. When I checked my account everything was fine. On June 13, 2014 I was charged $105.00 in fees.
I contacted customer service regarding this matter and the girl told me she was not able to refund any of the fees because I was not eligible for any refunds. So I asked to speak with her supervisor. When ** got on the phone he was extremely rude and showed utter contempt for having to speak with me on this matter.
I explained the situation and he continually told me I was ineligible to receive any refunds on any fees and that I caused Citizens Bank to lose money so I deserved to be charged these fees. I have never been treated like such a piece of garbage in my life. This bank needs to be stopped. They are completely unethical. They do not care about customer satisfaction and they apparently believe that they are better than you.
ALLSTON/BRIGHTON, MASSACHUSETTS -- This is without a doubt the worst bank in the world. No wonder they have customers. I had an account with them years ago and they screwed it up so badly by cashing checks for the wrong amounts. Then they gave me a hard time about fixing it. Dropped them ASAP after that. Today went to cash a $50 check drawn on their bank-$7 fee because I have no account with them. No I don't and never again will I! Ridiculous fees-this won't get you any new customers either! Bozo rip-off artists! Stay as far away from this cesspool institution-they're horrible!
MASSACHUSETTS -- On Christmas eve I ordered a new debit card because I had an unauthorized charge on account. I was told it would be expedited and I would receive it by Wednesday the 27th. No card on 27th so I called the call center. I was told that I would definitely get it the following day. Still no card the following day. Also went into branch on Thursday, I told them I was told my card was expedited and had not received it. The branch said, that it was not expedited.
Friday night into Saturday morning I was on phone for 1 hour and 1 minute. At first representative said it was expedited then she said, "Let me found out what happened from my supervisor." The supervisor said that it couldn't be sent expedited through FedEx because I have a PO box. Would love to know why it took 5 Citizen bank employees and hours of my time to tell me card couldn't be expedited.
When I told the representative how much time money and frustration this caused me she tried to minimize it by saying she understood how this may have caused some confusion. I told her that as soon as I was able to switch my direct deposit to another bank I would close my account. She closed the call saying, “Thank you for banking with us.”
This company had double dipped I to our account not just once. Creating havoc with our finances. And seemed to have been irritated when a payment was blocked when they shouldn't have taken it. Or when it wasn't even due yet. Recently they towed this car. My wife's car! They didn't contact us. And they tried to convince us we hadn't paid in months.
We made some payments through our bank and some through Walmart MoneyGram express. Our bank had to take their money back and resubmit it. Citizens said they would research the payments made to someone else's account. They also stated they wouldn't sell our car and they would call first. They didn't! My wife did call them frequently. But these people lied and put the car on auction. Now we will be lucky if we get 3000.00 back.
PHILDELPHIA, PENNSYLVANIA -- This company needs to properly train their employees in customer service. My experience earlier this afternoon at a Philadelphia branch was completely unacceptable. The moment one of their employees could no longer provide me with information that could help me quickly resolve a lost debit card incident, was the exact moment she should have apologized that she could not be of more assistance, or even suggesting the corporate number.
Instead, she chose to get an attitude and speak to me rudely, and disrupt the emergency phone call I made to my parents, who due to their own employees breaking the rules upon setting up my account, were the only ones who would be able to help me secure my account. This is a very stressful circumstance. My money was unsecured for an undefined amount of time, and instead of being sympathetic, she became argumentative. I will never do business with this disgusting bank again, and will dissuade others from wasting their time. A lot can go wrong if someone's financial information is at risk, and attitude was the absolute last thing I needed.
Citizens One is a terrible bank to acquire a loan. I was handed off to 5 different loan officers for a construction to perm loan. In the last handoff to a loan officer in Illinois, half of my paperwork was missing or I was told I hadn't turned it in. Fortunately, I had everything saved. My rate changed between the handoff from Rhode Island to Illinois with no explanation. They pulled my credit twice. One of the loan officers was rude and arrogant, and often argumentative. So much for their customers service slogan.
In the end, they decided they needed me to have an audit of my company P&L and Balance Statement. I received an email to that effect at 2:57 pm on Thursday. However, at 8:25 am Friday, they denied my loan for incomplete application. The loan officer today admitted she was too busy to get it to me earlier. An audit can't be conducted in that short period of time. I only had time to call my accountant. I own a small business so when they requested it, I was traveling. I'm wondering if Citizens One ever gives a mortgage to women who own businesses.
LANSDALE, PENNSYLVANIA -- My 86 year old mother was knocked down by the wind entering the bank (it was on a high wind alert day 11/21/16). She sustained injuries and the door entrance was subsequently closed and needed to be repaired after the accident. The bank called an ambulance to take her to the hospital. She had an MRI and quite a head bruise and was very kind and nice about everything.
When she received the $1420 ambulance bill she called the bank to see if they would assume responsibility for it. They simply sent it to their insurance carrier Liberty Mutual who denied it because the bank does not carry medical coverage payments. In fact I spoke to Liberty Mutual and they said it wasn't a slip and fall case and they did not have to act as if they should have known something could happen on a bad weather day because she didn't fall, it was an act of God.
So we have a long time senior customer who goes to the bank, gets whacked on her head by a door, they call for medical attention because she is a senior and then release themselves of doing the right thing for someone is injured on their property. Great customer consideration. I say find another bank who takes responsibility for their customers.