They steal your money
I have been a citizens customer for almost 10 years but today I drained my accounts and switched to Capital one. Citizens stole $105 from me via overdraft fees, did not notify me then lied about it. I always receive communication from citizens via email. My account went into the negative like $40 from 4 transactions and citizens charged me 4 overdraft fees at $35 for a total of $140. They didn’t notify me about 3 of these overdraft charges via email as they ALWAYS do and I missed the deposit window and didn’t receive my rebate. I contacted customer service to question why I wasn’t notified via email as I always am, and they tried to tell me I had no email address on file!!!! Which literally is a straight up lie to cover up the fact that they failed to properly notify me. I have dozens of emails from citizens over the years from my gmail account which has never changed, to prove that they obviously do have my email address on file. They’re just trying to cover up their mistake. Citizens bank uses predatory business practices and profits off the overdraft money they steal from their customers. I am so done with this bank after years of dealing with their shenanigans and their app which hardly ever functions correctly. I intend to stick with Capital One as they don’t charge overdraft fees and they have an app that actually works seamlessly.
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Puzzle to Access
Citizen’s initiated a puzzle to verify a real person. Five FIVE, FIVE selections are required, which is totally unreasonable. However, the program in some cases has an internal error (a software bug) and even if you just finished the fourth or fifth puzzle, the program forces one to redo the full test. This IS NOT customer friendly front end. I have other financial accounts and they handle security for more effectively. I have multiple personal and business accounts for about 49 years and near the point of leaving Citizens.
Perhaps Citizens should have the IT personnel that launched this absurdity either talk to customers (especially older one whose sight and hearing are lesser due to age), or be required to sit in several full days training repeating this invasive and frustrating access method!
I have advised the local branch in Milford NH of my displeasure and sent an email to the office of the CEO.
In closing, an old marketing axiom is shared. A happy customer will share positive news to two or possibly three people. An unhappy customer is likely to share the negative experience with ten or more people. Finally, is there any one employed by Citizens that will be an ombudsman for customers to effect change?
Perhaps Citizens should have the IT personnel that launched this absurdity either talk to customers (especially older one whose sight and hearing are lesser due to age), or be required to sit in several full days training repeating this invasive and frustrating access method!
I have advised the local branch in Milford NH of my displeasure and sent an email to the office of the CEO.
In closing, an old marketing axiom is shared. A happy customer will share positive news to two or possibly three people. An unhappy customer is likely to share the negative experience with ten or more people. Finally, is there any one employed by Citizens that will be an ombudsman for customers to effect change?
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Horrible App. Mobile deposit does not even recognize it’s own Citizens Bank Official checks!
Horrible App. Unfortunate because the people at the Citizens branches are so nice and dedicated and competent. I do both my personal and my own company’s banking with them. But the App has me now look at opening an account in another bank. Because in the past 3 months, I am more often stuck driving to the bank to deposit checks because mobile deposit has an issue, than the number of times it has worked. Once I got the error message « We had trouble matching the amount entered with the amount on the check. » And the check was a Bank check from their own bank and the app could not read it? Seriously? I tried about 15 times and same message. At the bank branch the staff is great, but trying to speak to a person when you call online banking « contact us » phone number is horrible. It is forever phone prompts getting you nowhere like they do everything so you do not speak to a person. I even tried the « stolen card option » thinking I would get through faster and guess what it asks you to get to speak to someone? « please enter your card or account number ». The computer programmer who designed this must be pretty dumb… if i lost my card, how do you expect me to know the number to enter? Today it cannot even get me in my accounts…
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