The most outdated and complicated bank to work with. The most inconvenient inaccessible system mobile wise. Unavailable customer service during any realistic times of need. System updates always never upgrade the experience. Tried to replace a lost it's been 3 1/2 weeks and haven't received a new card and they've deactivated my current account read more

This is honestly the worst bank I have ever banked with. I opened an account a few years ago, but had numerous issues accessing the online portal, getting my last name updated, or even reaching someone in customer service. After months and months of not getting any assistance, I stopped trying. I still had a small amount of money in the account, but didn't really think about it. At some point last year, I learned that my account had been closed, and today, I was curious as to what happened to the remaining funds in the account. I spoke with someone in customer service, and was told that I actually OWED them $5, because they had apparently been taking a $5 fee from my account monthly. Mind you, I hadn't received any statements or anything to that affect. I asked for a transaction history of my account, and was told that I could only get that by going into a branch. I live clear across the country; there's no way I can get to a branch easily. I was then told that each statement requested would require a $5 fee. I'm sorry, what? It's 2025, and banks are charging fees for statements that you can literally send electronically? Are you kidding me? To claim to be a "community-focused" bank, yet they're nickel and diming every chance they get. It's quite embarrassing, to be frank. I hope they send me a bill for the $5 I allegedly owe, after they've been getting free money from me for years. Unbelievable. Stay away! read more

I had a very disappointing experience with this bank. My 11 year old's savings account was mistakenly garnished, and I had to invest a significant amount of time and effort (hours on the phone, sending emails, and speaking to multiple representatives) to get the funds returned. The garnishment was for another customer. While they eventually corrected the error, the lack of due diligence in verifying details like birth dates and social security numbers severely damaged my trust. Additionally, when I went to close the account, an associate Ms. Minor made a dismissive comment that was quite belittling. She said since they put the money back, I shouldn't close the account. The main purpose of a bank is to keep money safe, they paid a random stanger's garnishment with my child's money and I had to invest time and effort to get it back. Mistakes happen but this...this is someone not doing their job. Overall, I no longer feel confident in their ability to keep our funds safe. read more

I have had a very lengthy and unprofessional experience with management at the Cascade Rd. branch location. Dealing with a very urgent matter that is extremely time sensitive, that I was told would take 2 business days. I constantly call/leave messages and still have not gotten any contact back since two weeks ago upon my initial in-person contact with management. I have visited the bank location, given the needed documents, followed all the rules. Still nothing (not to mention they closed the account!) WTF! Ultimately, had to go to corporate to get my banking needs handled correctly. Very sad. I highly recommend visiting another location if to bank with CTB. read more

This Bank has given me the most horrible experience ever $40,000 went missing from my account. I filed a dispute and a claim and then they decided to close my account and they cut me a check when transactions were pending still on my account and I have well over five figures in my account to be able to cover those transactions, and they refused to let them post, I have been with several institutions and I have never dealt with this much racism before. I absolutely will be filing something with the FDIC I will take this back down and bankrupt it from the ground up if they don't rectify the situation. read more

customers service representatives are TERRIBLE. act like they got a problem with answering questions: be answering the phone like they don't wanna be at work. read more

Nope. I have dealt with quite a few banks in the loan industry and only here did someone take the time to insult me. Literally insult and try to confuse the situation with bombastic jargon. I wouldn't recommend them to my worst enemy as it would only corrode the relationship even further. read more

This bank is horrible and honestly embarrassing. The only reason why such low level customers service is allowed and continues is because of the people and community it services and that is actually tragic. Publicly listed phone numbers that don't work, voice mails always full without the proper professional greeting but hey NOTHING is professional about this bank poor customer service DONT WASTE YOUR TIME HERE Iam actually amazed this bank hasn't been shut down. read more

the ratings for this bank are well deserved. I wanted to help out and open a bank account with them because of the fact it was Black owned. I opened the account a few years ago and it has been a nightmare every since. Customer service sucks and they dont care. Fees are ridiculous for a mediocre checking that gives you no perks. Also they denied me credit when everyone else is just giving me cards. Getting in touch with someone is nearly impossible and when you do you have to hope they can help you. I closed my account (I thought) and kept getting over draft fees. So now im in the process of still trying to get it closed so it won't ruin my credit! Ill take my business and money else where. Black-owned or not I won't have any money anywhere that isn't going to benefit me and get treated bad also!!! read more

I think it's absurd that I call citizens trust bank everyday for a week straight and get no answer. It seems like there are only 3 ppl employed at this bank! Please get more personal to answer and man the calls I should not have to go into the bank to get an issue with my account resolved! :( read more

I've had nothing but great experiences in my dealings with this bank. The bad reviews on this site is totally not an example of my interactions with getting things accomplished at this bank. Although I just put money in the bank and don't need much movement of my money after it's been deposited. I use several banks and CTB ranks higher than the national banks I've used. read more

Worse Bank EVER!! So late in technology, hard to navigate and you can't EVER properly access your account online, the phone or ATM!! I would give them a zero, but then I wouldn't be able to leave this review. Their equipment and process is completely OUTDATED!! Citizens need to fix THIS ISH!!!!! SMH read more

Dear: Citizen Trust Management, I would like Emily's checking account to be CLOSED! Close MY ACCOUNT! Because Im dissatisfied when youll did a Core conversion. Mrs.Cynthia Day took her time up to a month, to appear with a notification that should have been sent beforehand of the core conversion. I would like to thank you all very much for giving me a bad banking review. I was turned down from another bank, Says, I mishandling my account. Yes I snatched my my disability backpay out of CTB. Because I told the truth about the core conversion and how I was mistreated. Taking my withdrawal ATM from 500 to 100 without any notification you have my email address thats bad business! I tried to patronize and put my money with my people but that didnt work.. So when I could not see my money or talk to anyone about my money during the core conversion. Yes for eight years of waiting on disability yes that was my back pay sitting in that bank that I could not touch see or hear anything off so as of today September 16th, 2020 Emily request all information on how to completely close my account with citizen Trust Bank. It's bad when you can't patronize with your own peeps. I'm just never banking brown again. But I will still shop brown! Blessings read more

We are a church in Vine City and I am sooo frustrated with this bank. Since the upgrade, we (The Church) can't even access or check our balance. I hate to say it but we are done, with CTB!! I am concerned abut our community and the lack of Customer service. Let's pray for them. read more

I have been banking with them since 2005 and have had minor issues over the years but nothing like the past two weeks! As everyone has stated I have not had access to my account or debit card since their "system upgrade". I've been calling and either the line is busy or they won't answer. The pictures attached are some screenshots of hold times... never got an answer. I went by the Cascade branch and had to leave before I was able to get to the window. I still don't have access to my account! They know this issue is affecting their account holders so they could put a notice or something on the website to assist... I hate to leave but this has been unacceptable and unforgivable. read more

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Horrible - NEVER bank with them. FAIL #1 - they allowed someone, as in ONE person, to open a business account for a business that is owned 50/50 without getting consent and ID from both members. They didn't even take the time out to make sure if the business was owned by more than one person. FAIL #2 - When we got on the phone with a customer service rep, BRANDI (who is rude, short with people and doesn't listen AT ALL), asked identity info, and before we can give it to her, she told us that she doesn't want it anymore -- without giving us a reason -- and hung up. This happened 2x. FAIL #3 - They require you physically be at the bank to identify yourself. Yes, we are in the 21st century and they still need this. My business partner is NY, and they want her to take off from med school to fly down here to Atlanta only to visit a branch to confirm her identity. This has been the WORST experience with a bank, and we're closing out our account immediately and warning everyone else to not do business with them. I cannot believe they put us through this long, grueling process to pick up OUR MONEY. read more

I really wanted to support this black-owned bank with a long history of serving the black community. I opened a business account in February '22, and after less than 2 months, I'm closing my account. Many of their online services don't work, and phone calls to their service line get no results other than "you'll have to go into a branch for help." I wanted to request a credit card for business use, which requires completing a 3-page paper application and returning to a branch. I attempted to mobile deposit an $800 check using my phone, but got a message that the deposit limit is $500! Many businesses receive checks for many $thousands, so how can they limit mobile deposits to $500? CTB, our community deserves better... I'm done! read more

I wanted so bad to support a Black Owned Bank but the customer service is not up to par. Additionally, the hours of operation do not work with folks who work 9 to 5. The tellers and the bankers need a training in "Quality Customer Care" and the Bank needs to open later to accommodate to customers who work a 9 to 5. read more

Horrible customer service, constantly being locked out of online banking, atms not working and not able to speak to a manager.

This bank is EXTREMELY DIFFICULT to reach by phone. Their voice greeting has been referring to "unusually high call volume" for YEARS. They have done nothing to improve. DO NOT BELIEVE "Your call is extremely important to us." And I get NO RESPONSE at all to repeated written correspondence via their website. NONE, even though I am asking for urgent assistance with obvious fraud and unrecognized debits. This bank fails completely at communications with customers. read more

My account was opened at the East Point Location, but each facility is equally just as bad. I did not want to post anything negative regarding a black owned bank, but this bank will charge you fees that you never heard of, or practiced by more conventional banks. This bank would not honor a check payment to the IRS when my account was $26 dollars short, but I had $250 in my savings account. Not only did they post the transaction late, they charged me a $35 NSF fee and returned the check back to the IRS? However, they returned half of the $35 but I had to pay $35 for a stop payment on the check and I had to travel to the location because the rude rep over the phone couldn't give me a confirmation. However, this was going to be a primary savings bank account but no thanks to my own people for not providing customer service. read more

Customer service is not the greatest and the reps knowledge of banking does not impress me. I have changed my PIN number 4 times and still can't access my account by phone. I can't access a live person without entering the PIN number. The rep couldn't access either and looked at me as if I had some suggestions. After the 4th visit I just got up with my walker and left. I'm 70 yrs old and the bank isn't close by. read more

Pains me to leave this review but our people have go to do better. I was excited about opening up accounts at a black owned bank and looked for ward to having my children join as well. Currently I'm Unable to log in to online banking. Locked out. Tried to reach customer service and no matter what prompt I push I keep reaching a voice mail. Totally unable to get to my money. This would've been catastrophic if I would have been out of town. Now I've gotta leave my 9-5 early to go down to a branch to close my account, after not being able to log into my or reach customer service for over a week. I tried. I really did. Now I'm DONE. read more

I really hate to have to do this but since this bank is being so unresponsive and a tremendous lack of customer service, I have no choice. This bank went through some sort of system upgrade in July. With that said, I was locked out of my account for almost two weeks. Nobody ever answered the phone, nothing was sent to me in terms of what to expect with this upgrade, just totally inconvenienced. Eventually after almost a week, they responded to a message I sent via their website. Today I get a message saying a bill was late. I have an automatic transaction set up for the end of the month via Popmoney through Citizen's Trust Bank. I went to the website today, Popmoney isn't there nor a list of previous transactions I have made via Popmoney. When I tried to call, I couldn't even get through because I'm being asked for an alternate electronic ID. Not that I was able to talk to a human before but at least I had the illusion of hope. Nowhere in my communications with this bank did I receive an alternate electronic ID. I've been a CTB customer for over seven years. I've had minor issues with customer service but I always hung in there. This is ridiculous when a bank is the cause of me being late on bills or I can't access my money due to a glitch in their system upgrade. This has been going on for almost a month and this bank still isn't responsive. I really want to support this bank because it is black-owned but at this point, it is seriously impacting my livelihood. Seeing that this bank doesn't seem to be responding to it's customers, I wouldn't recommend people put their money in here. Sorry Killer Mike but you need to find us a new bank or get your people straight. read more

The customer service is horrible!!!!! Love supporting "Black Owned Business " but..... my family and I are military stationed in Hawaii,Georgia is our home state. I have tried to change my mailing address,order checks,replace my debit card over the last year to no avail!!! Even though I have a signature card,and a copy of my Drivers license on file I can't do anything without a snail mail request. With today's modern technology his should not be the only option. After speaking with several "customer service " representatives I basically get well that's the way it is. I would not recommend this bank to anyone. read more

I finally was able to access my account on-line. After waiting in the drive thru on Cascade for an hour, the teller linked my cell phone to the new system; I was able to login, change my password and get into my account. It would have been helpful for the bank to provide this information ahead of time. read more

I'm going to switch to One United. It's a BOB also. I'm done with CTB. Every step in every process, dealing with this institution, has been overwhelmingly complicated. The customer service representatives are usually un-knowledgeable and rude. I'll keep my credit card because when I have issues with it I deal with Visa, not CTB. There online banking system stays about a day behind and the app may be up to a week behind. These days that's not acceptable at all! read more

I should have read the comments before opening an account here. I wanted to bank black, but this was a mistake. I travel a lot and NEED online/mobile banking. They don't even have the correct information for my user name. It has someone else's phone number to verify. I have been calling for the last 3 days and have not been able to get through. I emailed, no response. They didn't even send me a debit card. I have no way to access the balance on my account. This is crazy. read more

Never have I had a bank where I was more than just an account number. Where the ppl know my name and I theirs, where they customize products and offerings to suit my needs. If you haven't experienced any of this, it's simply bc you haven't been banking with CTB. They have all the conveniences of a "big" bank, but they truly are a community bank, they take their time to know their customers and develop a relationship with them. Having experienced this level of service I have no clue how I settled for the industry standard for so long. read more

First, it is very hard to contact a representative. I have also been unable to find a working email account to contact someone. I also was charged 2 insufficient fund fees for a transaction a merchant processed to my account on accident and immediately reversed. I understand that's how banks work, unfortunately, this situation made me uncomfortable and I feel disrespected by the company. For that reason, once I zero out my account I will be requesting to close it. I wanted to keep my money in a black institution but as many expect, I was disappointed in the customer service and overall functioning of this bank. read more

I am a true advocate for black owned business and I hate to speak ill, but the East Point Branch is just horrible!! I have been a not valued customer for over 2 years and every experience at this branch has been unpleasant. The tellers and the managers are rude, so who do you complain too. Recently the bank completed an update and business accounts have been unable to access their accounts me included. The bank neglected to post on the website how to regain access. I try my best not to visit this branch, but today I had no choice. After being on hold for several hours and then have someone to answer and say 'hold on' and never come back, I had to visit this location. I was disrespected by the teller with the braids in the black dress that came to the door. I simply asked if she could have someone pick up to answer my question about gaining access MY account. She was just rude. She preceded to tell me to stay in the drive thru lane to have my issue resolved. I asked her if I stay in this line will my issue get resolved and she said yes. I sat in the drive thru almost and hour to be told that I have to go online to re-enroll into online banking to gain access to my accounts. This is just bad customer service. She could have told me that at the door. She was very spiteful with coming out side and attending to everyone in the drive thru line except me. This branch purposely made me sit in the drive thru and then did not assist me. As soon as I can gain access, I am withdrawing every dime and close all of my accounts. I try to support, but this was just uncalled for. I pray that something is done about this branch because our community deserve to bank with individuals that value our services. read more

The worst bank I ever had in my life! I hate this bank!!! They need to go out of business immediately! I opened up an account with them and I can't even spend my own money! I had over $1000 in my account and tried to make a transaction for seven dollars and it declined four times. So embarrassing, luckily this was at a restaurant that I go to all the time and they told me yeah I can pay them the next time I come back. Not only that when I was trying to make a transaction online for $850 it declined I when I had well over $3000 in my account then I called customer service which takes 20 minutes to get to a representative. Once the rep got on the line she tried to fix the issue three different times.I was on the phone with her for about an hour and it still didn't work! They don't even have Zelle which is so unfortunate. They told me that they are working on having Zelle available but I don't care I'm going to go there tomorrow and close my account after I pull all of my money out of there. This is not a bank to trust and they have the nerve to call their selves citizens trust bank but they steal your money because they don't allow you to use it! Their name needs to be citizens thieves don't trust!!!!!!! read more