Leave a Review Citizens Bank Mobile Banking
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?Show lessTerrible Puzzle Access
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…Show lesswrewwtt
App is clunky, needs lots of work
The app is the slowest for logging in and even for switching between functions. Lag is super annoying. The touch response is super sluggish and doesn’t move through any processes or actions without hang ups or simple failure to respond. A one minute task takes 10 minutes every time.
Also, the app perpetually asks if I want to use facial recognition. This is the same app that cannot reliably recognize an actual check for mobile deposit nor can it seem to recognize the numbers I am filling in on any screen. So it’s a “no” for me. I select the option “don’t ask me again” about facial recognition, but the app still asks.
This poor performance by the app signals that Citizens Bank doesn’t care at all about individual customers. The closure of our local branches also signals that Citizens Bank doesn’t care about their human individual customers.
I would switch banks but have multiple loans and accounts through them, having been an account holder for 15 years. Two starts given because I do not want to disrespect the tellers whom I see each week.Show lesssofinemickey