Some Thoughts on the way Citizens Bank Handled a Recent Branch Incident in December 2022 I banked with Citizens (and its predecessor banks) in Burlington, Vermont and Cambridge, Massachusetts, the former for 27 years and the latter for over 40 years. For all of that time I had cordial relations at both locations and with the managers and tellers resident in the two branches I used in each city. Burlington branch is terrific. Central Square Cambridge has become another story. For most of my 40 years of patronage the branch served me well. I was a satisfied customer. Then late in 2022 the management and many of the tellers in that branch were changed over wholesale. They do not know their customer and apparently don't care to. They changed long standing practices which led to a heated dust-up with one of the new tellers transferred from elsewhere (my fault for losing my temper with her and her fault for total inflexibility in insisting on rejecting a deposit containing a check deposited the old way for more than a decade). Ironically, after I left the branch I walked to the Portland Street branch nearby and deposited the rejected check (so resisted by that new teller) without incident. Then instead of asking for a meeting about the incident, the bank simply sent a pre-emptive letter closing my seven accounts, corporate and personal, blowing up my ability to operate and receive direct deposits (SSN check and other links). The letter said the decision was final, do not contact the bank. The letter gave 30 days grace but was sent to my Vermont office so only 10 days remained when I returned there from Cambridge. Needless to say when an action like this is taken the bank knows full well the disruptive effect it will have and doubtless intended that. It has taken hours upon hours to restore my ability to operate my business and personal accounts Despite over four decades of fairly good experience with Citizens (and its predecessor banks) I cannot recommend a bank that acts in such a summarial manner and potential customers reading this report should not take the risk of banking there either. Sincerely, Jack McMullen read more

I would give negative stars if I could. This review isn't for this branch but for the Citizen's Bank cooperation in general. My father died from complications of Covid last year. He lived in a nursing home, had no property and just a couple bank accounts totaling less than 3K. Another bank had no problem transferring his funds to me after I showed a death certificate and documentation that I was his next of kin. He also had $200 in a Citizen's account. $200!!!! After hours on the phone getting conflicting information about how to close his account and then spending hours in person on my days off trying to find someone at a branch who would speak to me about closing it because I wasn't the account holder, I was finally told that I had to drive one hour each way to the courthouse and pay $120 to file paperwork that I'm his executor!!! For $200!!!! It's not worth it so I just decided to leave the money where it is. Fast forward several months, Citizen's keeps sending statements to his old address that someone there then must forward to me!!!! I called again today and they won't change the address because it's not my account even though his death certificate is on file with them!!! Now I will be forced on another day off to pay the $120 just to have them stop sending statements to an incorrect address!!!! read more

I am a customer of Citizen's Bank. I called my branch in Wilmington MA to buy $400 in Euro for an upcoming trip. I was told to call the Tewksbury branch to buy Euro. I contacted the Tewksbury branch and was told it would take 2-3 days. I called on Monday and I called the bank on Thursday and was told that they were having an issue with the 'cash box'. Today on Friday, I haven't heard back from Citizens even though I was told several times I would be called to pick up the Euro money. I ended up going to TD Bank in Andover where they had the Euro in house. Poor customer service. read more

I've been with RBS Citizens for over 20 years. They provide adequate service and they're convenient enough to use. The issue is that every time I go in, the tellers always call the supervisor over to look at my balance (turns out the "supervisor" is really a salesman selling investing services). I have to deal with this sales pitch almost every time I go in to get laundry quarters when our machines are being repaired. Their online services are only really developing now. And for someone with quite a bit of money in the bank, they still want to charge me fees to close mortgages, etc which I find ridiculous. Otherwise, I guess they are OK for what I need. read more

I see that there are a lot of negative reviews here. But my experiences has been the opposite. I feel like the people here know me, are happy to see me, and at times they have gone beyond their normal duties to help me out. Especially Suzanne (now retired) and Kira and James. This feels like my hometown bank and I'm going to keep it. read more

I'm not even sure why I need to post a review of how horrible they are because its pretty glaringly obvious. I'll be one of those "If I could give this place zero stars I would" for their banking in general. Customer service is almost nonexistant. Online banking? Not on a day that ends with "Y" or if its slightly overcast, or if a small rodent has chewed its way through something. Basically anytime you need to you know, pay a bill or check your balance its an adventure, does it work today? Rush through whatever it is you need to do in case the service shits the bed on you mid transaction. I'm trying to find something redeeming to say here but pretty much flailing. A new bank will happen as soon as I can find the time, which is sadly how Citizens keep many a customer I think. "let's make leaving as annoying and difficult as possible so that way they can't possibly leave!" read more

Slow service always. Kayla is a really nice teller.

Terrible bank! Obnoxious people without an ethical bone in their body. We worked with James, and he started off nice but then started completely ignoring our small business needs. When trying to apply for a small business credit card, he was insulting by not responding to us after saying we could have approval that day. He followed up the next week with some bizarre need to have my husband sign the application. Talk about sending us back to the 1950's. If you want rude, chauvinistic, condescending bankers then by all means run here. read more

I go here out of connivence, originally signing up for this Bank when I moved to the area. For awhile now I have been wanting to find someplace else. This branch is too corporate for my tastes, I used to frequent the Union Square location and it was a little better since everyone knew me and I felt comfortable dealing with them. At this branch, everything is too sterile, too formal, and I feel the Service Representatives just want to take every second they can to turn your visit into a telemarketer call. I showed up to fight fees and all they wanted to do is try to get me to sign up for their credit card. I pretty much only go now to use the ATM or exchange rolled coins for quarters for laundry. I prefer to bank at a place that values me as a customer and not a way to higher commission. read more

This is the worst bank experience imaginable - stay away. Employees are rude, dishonest and change their story to suit their work ethic motto of "no work - stare out the window" attitude - STAY AWAY - Customers Be Warned - Put money in the ATM machine-money got eating by the machine along with my card. Went through hours of misinformation and run around from JAMES, one of the customer service reps. Promised he would resolve the issue-and it is still not resolved for 7 days. Got different stories from JAMES and from 5 different people whenI called Customer Service-HORRIBLE CUSOTMER SERVICE - I am now missing close to $600 from my account due to their incompetence - There's a reason why this Bank gets such a low rating-truly awful. read more

In the past, it was 3 stars... Starting off my experience: They put me on the "Circle Gold" level (Oooh, shiny!), which had hardly any fees. It was the usual stuff: You keep direct deposit setup for your paychecks, don't overdraw too much, and maintain a minimum balance. Okay, fair enough and reasonably easy to do. Their online banking is pretty run-of-the-mill. This branch: There are plenty of branches all over New England with most tellers being friendly enough, although at this branch they rarely, if ever, even display an incisor. Maybe the employee dental plan is lacking. The drive-through is nice enough, and there is plenty of parking. Inside, the bullet-proof glass is...unsettling. To me, such a security measure is really unnecessary and not thought out. After all, what are you gonna do? ...Tell the robber "No," so he/she can shoot, stab, or otherwise accost everyone else? (sigh) Oh, and I swear that they never checked that their pens had ink in them, so I always carried in my own. Exactly how much time and effort does it take to refill ink? Is there a worldwide ink shortage? Let's see..what else? Occasionally, they would have some snacks and/or beverages out, which is a nice touch. Kids can get a lolly (including "big kids"). Yay. Company-wide assessment: The lending terms with RBS CB are atrocious compared to online options. I tried going to them several times for mortgage refinancing and also for getting a HEL/HELOC for remodeling and never was offered competitive closing costs or rates compared to online options. No wonder they think that fees are the only way to make money: Nobody wants their loan terms! Oh, and "Green Checking" (which I think they are cancelling) is a horrible idea: Who wants each dime that they "save" per electronic transaction to then be considered taxable income later? Further, what's the point of it if they have so many fees that more than overshadow any savings? And now, the Present: 1 star... I stopped leaving so much money in my account and put it in my online bank because the interest rates are better and the features offered, in general, is better at virtual (online) banks. Because I took my money out, RBS CB changed my account types to the "you're-poor-HA-HA-Checking" level. So, what happens when they do that? They will nickel-and-dime account holders for not abiding by an insanely long list of rules that one has to micro-manage in order not to get dinged with a monthly "account maintenance fee" stolen from your account. Yep, every month they essentially fine you for being poor. In my case I just stopped leaving money with them because of aforementioned reasons. But I digress. The lending terms are still atrocious, uncompetitive, and unreasonable. So, where am I now? Future: Rating N/A... The probability they they will ever do anything smart enough to lure me back is about the same chances as their executives stopping the practice of wiping their a** with my Benjamins. Now, I have a local brick-and-mortar credit union where I can deposit paper checks that I, unfortunately, still receive from people and companies living in the stone age. Seriously, luddites, you might want to join the rest of us in the 21st century. Anyway, in addition to the credit union, my online bank has the rest of my business, which includes automatic bill paying, investing services, transferring money to/from the brick-and-mortar site, et cetera. So, here's an open letter to RBS Board: Dear RBS Citizens Bank, This letter is to inform you that I have effectively closed my accounts. To that end, I have already removed all monies, and have figuratively spat on your name to friends, family, and random strangers. You insist on charging "service fees" over and over again, even after I wrote about my displeasure on several occasions. Exactly what helpful service worth my hard-earned money have you performed? Nothing. Such nickel-and-dime practices are unacceptable. A real bank makes money by lending money at an attractive rate with low lending fees--neither of which you do competitively--and certainly not by stealing money from member's accounts--especially not from the poorest customers, which is barbaric and simultaneously elitist. I don't buy the notion that banks need to make money by charging such fees. Credit unions and online banks seem to do just fine without "account maintenance fees". Similar fine institutions will be getting my business for the foreseeable future, since apparently your self-control is abysmal and you can't resist the urge to line your rich executives' pockets with my lunch money. Bullies. Regards, A Former Customer read more

Impersonal and bureaucratic. This branch makes you feel like a number, although there are hardly ever more than two or three customers in the branch. The tellers act not only as if they don't want to know you, but as if you were a veritable annoyance in their busy lives. I opened an account. The checks came, and my name was mis-spelled. Five calls later, in a vain attempt to get the matter corrected, I gave up. Eventually I wanted to close the account, and guess what? These bankers do not want you to leave, once they have you in their clutches. Long after closing the account I kept getting statements about monthly maintenance fees that were accruing to my account, creating an overdraft balance. Eventually I received a threatening letter, promising an adverse entry against me with the three national credit bureaus. That did it. I went back to that horrible branch and confronted one of the managers with a handful of cash. I explained that I wanted to settle this matter in cash, right then and there, and receive written acknowlegement of the full settlement of all maintenance fees, overdraft charges, and any other money they wanted, so I could get the hell away from their bank. To her credit, she closed out the account and waived the charges, but it was not enough to overcome 14 months of misery as a customer. read more

On April 1, I needed to wire money for the purchase of a home. On March 30, I called my local branch on Winter Hill to ask about the procedure. I spoke to a well-informed and named Devon. On March 31, I called again and spoke to Ryan. He informed me of the procedures involved and made an "appointment" for me to wire the money. When I arrived at the Winter Hill branch at 12:30P (my appt. time), I called and spoke to someone inside. She said that I would have to wait in line outside and that my "appointment" meant nothing. When I got into the bank, she asked me to wait while she checked to see if there was anyone who could wire the money. She returned to say that there was no now who could do that for me that day. When I asked her what I was supposed to do (as I had been previously informed that the wire transfer could be accomplished in a timely manner), she said she would make me an "appointment" for 2:00P at another branch (the closing was set for 3:00P). I called the Davis Square branch and told them what had transpired and that I was coming over (it was 1:30P by now) to wire the money. When I arrived, I was greeted by a young woman named Ashley. She was capable and professional and accomplished the wire transfer within 10 minutes. Ashley made an extremely positive impression on a day that was filled with anxiety (for reasons other than just the closing). She is a capable, competent young professional, and I wanted to compliment her on her actions and demeanor. Unfortunately, I could not find a way to do so on the Citzens Bank website. I do hope her employees see this review. read more

so much for the good review I gave earlier. I thought I was going to open a 401k account but the guy has never called me back. Then my fiancee "overdrafted" because they hold your funds for an extended period of time. What was the "overdraft"...a 2 dollar starbucks coffee. This all happened because the funds were not available until monday, even though we deposited multiple checks on saturday. They will not reverse an overdraft charge, no matter what. They also forgot to send checks when we opened a basic account. I have a seperate account and we are probably going to switch all our money. Probably the worst customer service of any bank. read more

many locations. international services commercial options lending - residential and commercial cash management checking, savings, investments. wealth management. polite service. good hours - in all the stop & shops. keep money here. read more

Nothing against Citizens Bank but I would not visit nor call this one in Davis Square. I had to call a few times before someone had the time to listen. No one called me back the first 2 or 3 times when promised & it ended up costing me money in fees which I never should have been charged with in the first place. I was refused a credit on the incorrect charges accrued. Obviously they do not know what they are doing nor care. The first chance I have I will change banks. The customer service people & the manager were not very friendly either. read more

We opened an account here last week. It went entirely well. Everyone we've had to work with at this branch has been helpful and courteous.

This is the worst bank ever. I was recently charged a $105.00 overdraft fee because of an error that resulted in an overdraft. I have NEVER overdrawn my account and was away on vacation when the error occurred without access to my computer. I did everything that I could but the account was overdrawn (and just for one day!). They refused to reverse the fee. Tomorrow morning I am closing my accounts and moving banks. Don't bank here!! read more

Worst bank ever! Don't bother using the drive through because it will take half your day! People are very nice but ridiculous that they only have 1 person working the drive up and inside bank. Terrible read more

Citizen's Bank is the WORST bank in the world!!! DO NOT open an account there unless you like getting charged overdraft fees constantly that you aren't at fault for. All they want to do is rip you off and take your money. I'm closing my account today and I'm so happy I'll never have to deal with them again. STAY AWAY!!!!!! read more