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.
Show less
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?
Show less
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 less
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.
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 less
They must have bought 4.7 rating because there is no way
More than half the time I use the Mobil app, it’s not working. So I call and enter my numbers. “We seem to be having difficulties” mean there is actually no way to check my account until they get it running again. Idk how in this many years as a bank you can have a functioning app or phone service. I’ve had this bank for more than 10 years and I’m just so embarrassed to use these guys at all. I use to keep this bank just because I didn’t want to go through hassle of switching to my other bank but man good riddance. Absolutely awful service all 10+ years. Shameful example of a business and I genuinely hope it fails someday so it can’t treat people like this anymore. I wish I had enough influence to shut this dumpster fire down for good but a 1 star is all I can do for now. Please save yourself the frustration and confusion on how they’re still in business and just use a different bank. ANY OTHER BANK actually. Giving a toddler your life savings would be less inconvenient and stressful… citizens bank is truly a joke.
Show less
mostly good banking app
I am a new customer to Citizens so this review is based on only using the app for a few days. There is a lot to like about the app. It looks nice and easy to use. But a few problems right off the bat. I’ve had a few instances of not being able to login — it just says account is inaccessible at this time and try again later. Also it doesn’t seem to automatically login with Face ID most of the time — I have to push the Face ID button. if I force close the app it works next time, but if the app had previously been open it shows the face ID unlock animation but just stays on the login screen. For whatever reason push notifications are “coming soon” which is extremely disappointing. Also they do not have home screen widgets like many banking apps do. My old bank has one that shows my current available balance. Lastly, there is no way to see current balance, only available balance, which seems like a huge oversight. I have never had a bank that doesn’t show both current balance and available balance. Even their website doesn’t show it which doesn’t makes no sense to me.
Show less
I wouldn’t know!!!
I wouldn’t know how the app is because I haven’t been able to log onto it since I’ve been a customer over 2 months ago!! Ive called customer service, they spent an hour on the phone with me and STILL can not get me logged in!! It just says user name and password don’t match!!! Even when THEY GAVE ME THE UN AND PASSWORD!! this is unacceptable at this point, and now I’ve had NOTHING but problems with my debit card. It gets flagged for fraud every other day, and when I call to get it straightened out with the fraud department, they can’t do anything because my phone number isn’t recognized!!! So they tell me I have to go see my local branch and that’s all they can do!! Twice in the same weekend this just happened, and it’s funny cause my number was recognized the first FIVE TIMES this happened to me!! So now I had to order another debit card already and have to wait a week to get it, and was told I probably shouldn’t use my card on those online platforms anymore or it will keep getting flagged!!! Excuse me?? I can’t use my money how I want? So now I have to pick and choose where I can use it to suit YOUR needs?? Nope, this will probably be the last couple weeks I’m a customer at this bank, and it’s only been about 2 months…..unacceptable
Show less
The actual bank is great, the app is HORRIBLE
Would like to preface this with the fact I’ve never had a negative experience with Citizens Bank employees. Every time I’ve had to speak with a representative over the phone or go in person to one of the branches, they’ve been incredibly helpful and wonderful. But god, the app for this bank is just so horrible. I can’t even think of a worse app I have on my phone but I can’t really get rid of it since it’s integral to my bank account’s functions.
90% of the time I can’t log in, and it attempts and fails so many times that it ends up locking my account and I have to go through a verification process on my PC, just to do something as simple as check my balance. On the few times I need to actually do something, it’s so miserable I have just primarily started using a different bank since their apps work better. Trying to move money between accounts causes the app to refresh and log me out, which then reverts back to my first issue. Zelle just simply doesn’t work, and having to pay my rent via Zelle is an hour long process because the app won’t accept my request to pay the amount, then refreshes, logs me out and sometimes forces me to do the verification process on my PC, which isn’t always accessible.
Please just fix the app, I don’t understand why this sort of thing is so complicated for this company. I have zero issues with the Venmo, PayPal, CashApp or Bank of America app.
90% of the time I can’t log in, and it attempts and fails so many times that it ends up locking my account and I have to go through a verification process on my PC, just to do something as simple as check my balance. On the few times I need to actually do something, it’s so miserable I have just primarily started using a different bank since their apps work better. Trying to move money between accounts causes the app to refresh and log me out, which then reverts back to my first issue. Zelle just simply doesn’t work, and having to pay my rent via Zelle is an hour long process because the app won’t accept my request to pay the amount, then refreshes, logs me out and sometimes forces me to do the verification process on my PC, which isn’t always accessible.
Please just fix the app, I don’t understand why this sort of thing is so complicated for this company. I have zero issues with the Venmo, PayPal, CashApp or Bank of America app.
Show less
Fix the login!
Whenever I open this app it shows you the last screen you were on and then logs you out. I guess that’s a security feature. But then, when you log in again it immediately sends you to the “see you later” page. It’s been like this for months now, only way to log in is force closing it and reopening. Coming from European banking apps I’m already disappointed with the lack of features but login is something I would expect to work flawlessly… Update several months later: still the same login bug
Update may 2023: still need to force close the app on a super standard iPhone. Instead of fixing this they introduce new buggy features. Like “manage cards”: this will allow you to request replacement cards, which is useful because the tap function only works for a few months on my cards. But the address it will send your card to is my previous address where I haven’t lived for two years. No way to change it in the app. When I went into the bank they also can’t change it because they don’t have that address. They say it’s a problem with the online banking. Even the bank itself thinks this app is bad. I would go to a different bank but no bank seems to put any effort in their app.
Update may 2023: still need to force close the app on a super standard iPhone. Instead of fixing this they introduce new buggy features. Like “manage cards”: this will allow you to request replacement cards, which is useful because the tap function only works for a few months on my cards. But the address it will send your card to is my previous address where I haven’t lived for two years. No way to change it in the app. When I went into the bank they also can’t change it because they don’t have that address. They say it’s a problem with the online banking. Even the bank itself thinks this app is bad. I would go to a different bank but no bank seems to put any effort in their app.
Show less
My check doesn’t clear on the same day every month
I switched to Citizens 2 years ago, because people at work had Citizens, and their checks always cleared early. Then Citizens started a program, where you get paid two days faster. If that was the case I would get paid on Wednesday, but I don’t. Sometimes it’s there Thursday night, sometimes Friday morning, sometimes nothing until Monday. It’s hard when you live check to check.
Also, my former bank didn’t charge me foreign ATM FEES. If I don’t use a Citizens ATM I pay the terminal fee, ($2.50-$6.00 depending where you are) and then Citizens slaps another $3.00 on top of that. It’s either a 10, or 25 minute drive to go to their ATM.
I was gonna go to them for a VA HOME IMPROVEMENT LOAN, but I think I’m probably gonna close my account altogether, and go to Chime or something.
Also, my former bank didn’t charge me foreign ATM FEES. If I don’t use a Citizens ATM I pay the terminal fee, ($2.50-$6.00 depending where you are) and then Citizens slaps another $3.00 on top of that. It’s either a 10, or 25 minute drive to go to their ATM.
I was gonna go to them for a VA HOME IMPROVEMENT LOAN, but I think I’m probably gonna close my account altogether, and go to Chime or something.
Show less
