NOTE REVIEW IS STRICTLY ON CITIZENS ACCESS!!! After years and years of sitting all my money in checking accounts and low interest savings accounts, I finally invested $$ into a CD (I had to finally sit my ass down and study about financial investments). I went with Citizens Access because they had one of the highest rates that I have seen at 2.5% for 12 months (I would never do a CD longer than 2 years but that's just me). There were a couple other banks that were slightly hire (2.55% for example), but I found the format of their website very user friendly and simple for my feeble mind. Why 3 stars? Well apparently a feeble person like me may have made the website. After investing I read the FAQ more thoroughly to see if I would get a physical CD. I saw that they don't do it (most online banks don't), but that they have something you can print out online in your account. I did that and nothing came up so I called up CA. Guy one the phone was nice and helpful enough to walk me through the website. The directions on the website are incorrect. It gives you directions for non CD accounts lol. Another complaint is they do not respond in a timely manner when you message them through their server (it has been over a week since I messaged them and still have no response). For an online bank communication is a huge must. If the rates weren't that good, I would have probably have gone to Discover where I've had 0 problems. In a little less than a year though, I should have a decent return to go on a vacation so I'm thinking about that :) Wish I learned how to invest earlier instead of letting my money just sit there. read more

My branch in Broadheadsville Pennsylvania has a bank manager that has hung up on me 3 times , have froze my debitcard again and again it's hard toget itback becauseif you're handicapped like Iam theydon't doanythingover thephone read more

Absolutely not they will hold you check for weeks on end when you go to the counter with a check drawn on citizens from citizens they'll hold it for 3 days and clear only a portion of it f They are so broke that they have to hold everybody's check to get that little bit more of interest for them so they can resell it to you at 45% loan interest yes that's a great bank I noticed their stars are 1.3 which is not a really good you know place where you want to keep your money my money is coming all out today and I'm going to leave $1 in there so they can work that $1 for the next 150 years cuz I'm going to tell my kids never close that account keep it open forever they're going to spend more money processing that dollar then they ever did and all the money I used to put in their account so it's in their best interest to give people their money so they don't leave a dollar in their account for them to work for years Their customer service sucks it's like Pawn scum none of the clerics know anything about the procedure of the bank they just hold checks hold checks holdchecks that's all they know how to do none of them are trained they don't even know what the paper check is when it comes back from being bounced not a clue they're just the most worst bank you ever ever ever could use there's no ATM locations they've only got a couple locations and they're very rude at every location that they have I'd highly suggest you go to a credit union or another bank because this Bank cannot handle customer transactions at all or customers for that matter do yourself a favor go somewhere else and not here I DO NOT RECOMMEND!@ read more

I've worked with Niko on a number of banking issues. He's really professional, friendly and does a great job all around. I'm very happy to think of him as my banker and hope to keep working with him. read more

In order to purchase a $170K CD I was told I had to open a checking Account of $25 Minimum. I did so. When my CD matured I was told my $25 checking account had been closed. Needless to say I withdrew my CD and after two weeks, still waiting fir my $25 Checking account amount to be refunded. I doubt I will ever trust Citizens Bank again. I WILL get my $25 back even if I have to go to Court. read more

First experience is absolutely atrocious. Got a loan through a car dealership with this bank... now realizing it would have been much cheaper (better rate) and much easier to have asked my regular normal bank for the loan. If you enjoy archaic websites (my loan is not connecting to my account) and terrible customer service - I've been on the phone nearly 2 hours and transferred to the wrong department 2x now.... Still not fixed still not speaking to anyone. Wish I would have just avoided all this time wasting and paid in cash (or used a normal bank). Oooof I've never had this bad of service at any bank ever. read more

Niko was very helpful, friendly and understanding. I was able to open a new account and have everything up and ready by the time I left

Bad bank that practice deceiving tactic, toward consumer. they do not answer your calls, they will not honor auto pay when you set it up. when you call them they would not tell you the truth. all their customer service workers work remotely and have bad connections. they are so fast to ruin your credit history do not do business with this bank, there are many other better banks. Date of experience: January 23, 2023 read more

If I could give zero stars I would. Reprehensible credit card company/bank. I have been a customer since 1992. I've been fortunate not to have to use any credit cards for awhile so therefore haven't charged anything. Today I received two letters in the mail (regarding two different credit cards I had with them) to tell me that my cards have been closed due to inactivity. Yes. You heard that right. I did nothing wrong. I paid every bill on time. And I received no warning letter prior to this to inform me that this might happen. They simply, undeniably pulled the rug out from under my feet. No warning at all. Naturally I called to speak to someone and was told there was nothing they "could" do. It was policy. When I explained that I was in the middle of applying for a mortgage and that this would negatively affect my credit score which I have worked so hard to get up over 800, they didn't care. Too bad. "It's policy." I'm so upset and there is literally nothing I can do about this. I may end up losing my mortgage. The takeaway is this: DO NOT use Citizens Bank. And whatever credit card company you do choose, better ask them their policy on this. Guess I have to get better at reading the tiny print. read more

Citizens Bank - Letter - Banks & Credit Unions Near Me - Brookline, Massachusetts

Why did I not read these reviews before I transferred money to them? They offered a $600 bonus if you did X, Y and Z and "maintain that balance for 3 months". It clearly says that on the mailing they sent out. Yet when I called to ask where the $600 bonus is, it won't be paid out until end of Feb., 6 weeks after my 3 months is up. They keep saying that's how we do it but that's NOT what is stated on the postcard. Read carefully and ask questions if you're tempted to do this. F this place, money is coming out as soon as I can. read more

I have been waiting for weeks for my debit card and I am overseas with no access to my money!! They assured me it was in the mail but obviously it was not. They have my correct address! I am very disappointed with this bank! read more

Citizen's Bank Auto Finance - I sold a vehicle not knowing that I needed to provide the buyer with a lien release as I had the title in hand. It took me 7 weeks to get a copy of the release only to have it generically state that the payment had to complete, but I had paid it off over a month prior. My buyer spent 17k on car they cannot drive & threatening legal action & Citizen's will not help/expedite a valid lien release required by Colorado DMV. I call and get the run around and am being told to wait another 7-10 business days by mail and 3 days by email (email never comes) over and over. They try to tell me email isn't secure, but it can easily be encrypted. They just don't care. read more

NEVER GIVE THEM YOUR BUSINESS!! If I could give them negative stars I would: this bank does not have any idea how to conduct their business; I'm shocked that they haven't driven themselves into obscurity through the tactless, backward ineptitude. Nothing about their online service, telephone customer care, or in person business ethics could be called acceptable (as individuals I'm sure some of them are nice/good people, but as part of this garbage bureaucratic nightmare they are all utterly useless). The details are unimportant, but after repeatedly being assured that they find no fault in my actions, they refuse to even allow money to be deposited to clear overdrawn accounts (which they admit are their fault to begin with!), for which they then charge additional fees for not having cleared from negative status. (It may seem hard to understand, but that's only because they are such trash, not because I didn't explain it well.) NEVER GIVE THEM YOUR BUSINESS! read more

I have been banking with citizens for 6 years and they have always been massive headache to deal with. Sometimes they would deactivate my card for no reason and sometimes they would change their entire banking website and because of these changes, lock me out of their account. Customer service is impossible to get to via phone. Please do not bank with citizens. I should've closed my account years ago read more

Disappointed to receive a letter today from Chris Powell, Head of Checking and Deposits at Citizen's Bank saying my account has been switched to a different type of account, without my permission. The letter goes on to say it is because either I told them to close the account or because of inactivity. Neither is true. I would never tell Citizen's to close the account because my paycheck for my teaching job gets directly deposited there and I use it for my Paypal account. I believe this was a slam: Citizen's was trying to move my account to a more expensive type. They did so without my permission and without a valid reason. I called customer service and after 25 minutes, it was switched back. Proof it was a slam. Too bad, generally satisfied. read more

Seven days for a deposit to be available in an established citizens access account. Impossible to contact anyone by phone. Makes one wonder what is happening with this bank. read more

Really helpful group at this location. They were able to get me everything I needed and then some in a very timely manner. Also took great precautions with COVID. I will definitely be back and this will be my main branch location. read more

oh boy huge fees no service, ridiculous. DO not bank here.

Citizens Bank is the twilight zone of uncertainty and ambiguity. Citizens Bank is the twilight zone to nowhere! I have banked with this bank for over twenty years. I opened a second checking account in late 2019 and the banker asked if I was interested in doing any work on my home. COVID hit and he reached out again and after months of trying to court me to do business with Citizens Bank, I finally decided to start the process of a HELOC in mid-December 2020. I uploaded all of the documents for the loan portal by the end of December 2020, Citizens Bank pulled my credit and was told that the process would take about 45-60 days because COVID and I was assigned an equity loan processor. By January into February, I would receive sporadic emails asking for some new and random documentation and questions coming from the underwriters that were answered and address weeks prior in emails. I would provide the information and then told by the processor she would be back in touch within a week. Well, one week turned into two and then into three weeks that I did not hear from the processor because she'd taken time off to get married. I then had a home appraisal that came in really low despite the fact that comps in my area were coming in at $875K to $1M. Weeks went by without hearing anything from the processor with no inkling or indication if my loan would be approved. Then in early March, at about 83 days into the process, Citizens Bank pulled a second hard inquiry of my credit with no explanation and then came another wave of request for more documents. Then at 104 days in, I heard from the processor telling me we're really close but the underwriters needed documentation from me that I did not have a balance with the bank of my original mortgage. My loan was sold by that bank to another bank, why would I have that information? It was at this point that I finally said....ENOUGH, let's end this process today and the processor said OK, not how can we salvage this and get you to the goal line ASAP. Wasted time, energy and effort. I would not be surprised if at some point there is a class action lawsuit against Citizens Bank. If you're reading this, avoid Citizens Bank and find yourself another lender. read more

Charged me $1035 in overdraft fees when I never elected to have overdrafts paid. I had to watch as they continually kept putting the same transactions over and over again while mounting up fees with no delay before I even had a change to blink and cover the transaction. A supervisor said, We can refund you $35. I laughed and asked for corporate numbers or addresses. No such information was provided. Needless to say, after filing complaints with consumer protection agencies and tracking down corporate information after endless searching, I was refunded $860. I am still seeking the remaining $235 to be refunded. I have been with this bank over 14 years, never having a single overdraft year after year with no account issues, Its a shame I had to switch due to extremely poor customer service the time I needed it. read more

The branch at 152 Everett Ave, Chelsea, Massachusetts is the worst. waiting in line for over 20 minutes to withdraw money, because drive thru machine always run out of money or mostly because it is always under repair (broken), poor customer service probably bad management. Going inside entrance of building only has one atm and has the same issues as drive thru. When branch is open there is another atm (fairly new) which runs out of money also, so wait in line 20 minutes to do a two minute transaction so sad this location has for customer experience management needs to step up its bar right now it is at bottom good news is that it could be worse read more

I hate this place, but I'm too lazy to take my banking elsewhere (if I was actually making any money, I'd probably be a little more tempted to go somewhere where I could actually do something with it). Here's a story for you: One day, I got a letter in the mail from Citizen's Bank saying I had been pre-approved for one of their credit cards. I was floored, because I have no credit whatsoever (the curse of being blessed to not have any student loans, I suppose), and applying for a card has proven impossible. I brought my letter into this branch to speak with one of the representatives. He was nice and reassured me that yes, I would be getting a credit card of some sort when all was said and done. Flash forward two weeks and I have yet to hear anything. I returned to Citizens Bank, spoke with the same representative, who said he would "look into it." A few days later, another letter came in the mail saying I had been rejected. Rejected for a pre-approved credit card. How is that even possible? I stormed back to Citizens Bank to speak with a manager. I recounted these events, and she proceeded to tell me that I was not pre-approved for a credit card, but that I was pre-approved to apply. Pre-approved to apply?! A drunk homeless man stumbling in off the street is pre-approved to apply. She couldn't help me figure that one out, and she also told me that the guy who helped me apply was no longer working there. Moral of the story: Stay away. Stay far away. Hopefully one day I'll develop the wherewithal to join you. read more

Worst bank ever if you have a small company stay away from them that will drive you to the ground. Go with a local small bank. TRUST ME I WISH I HAVE DON IT EARLIER read more

We are new to Brookline so of course, we had to open a new bank account. I was quickly assisted and was able to get a debit card and a pin the day I opened my account... Now the bad news: My fiance opened an account and did not receive her debit card that day. Instead she was mailed one and not allowed to choose her own PIN. After receiving the card and no PIN in the mail, she requested a new one. Once again, she was not allowed to choose her own PIN, rather the branch was going to re-mail it. Now two weeks after the account was opened, she can use her card.... Now for more bad news....Now we have a working card, we log into her account online to find out that the first check from her new job is on hold. After finding out that there is a 25 day period where all checks have a hold (we were never informed of this) we spoke with the branch manager about getting it lifted so we could pay rent and our credit card bills. We get the hold lifted and are able to withdraw a portion of the check. Assuming that the check has cleared we pay all our bills and are now left with $0 dollars (we are under the impression that there is still money to be withdrawn in the bank). Now we check our balance online once again and find out that all the money from the first deposit is once again on hold, this time for 10 days after we initially deposited!!! Unacceptable. Citizens bank, does not have enough cash on had to honor checks thus the huge waiting period. They have daily withdrawal caps that are extremely low. $1000! We are closing both accounts as soon as we are allowed access to our money. We can't even afford to go to the grocery store until 9/12 which is 6 days from now. A period of more that 5 business days has elapsed which is the time Citizens assured us was the maximum time they would hold our money before it became available. While the staff was friendly and helpful, being broke and hungry doesn't make up for it. read more

I should probably come right out and say I've had past bad experiences with Citizens in the past, they have left me with a less than positive feeling about Citizens as a whole. I only go here infrequently to cash checks. The people at this branch are always different, I think I may have seen the same girl or two here for the last two months, but other than that - new faces every time. The customer service is abrasive at best, but more often than not disinterested and quiet. I have also heard bank employees yelling at people who didn't seem to have a great grasp on the English language, I sure as hell heard what they were saying, but LOUDER AND SLOWER doesn't miraculously translate words people. Be professional, please! They now are going to be fingerprinting you and taking $5 off your check if you don't open a Citizens account and want to cash a check. What the *(&#?! That is what I said. Free lollipop nothing. I am not gonna open an account, no matter if you want to give me a free bag, or blanket or anything. All set with that. read more

Once upon a time (nearly 15 years ago) I opened a "free checking" account with Citizen's Bank. Those were idealistic times. I was a young naive college freshman, but appreciated the customer service that I received at Citizen's and thought that I got a good deal on great checking and savings accounts. Everything about Citizen's has gone down as the years have gone by. 5 years ago, when I first moved here, I enjoyed going to this bank. I remember there was one teller who worked there for nearly 2 years and he and I would always chat about some things we had in common. I enjoyed going in. They played nice music, people were helpful, although it could be crowded I viewed it as a sign that they did good business. Then, about 2 years ago, came the several months of my-debit-card-mysteriously-not working. Everything with that is still a mystery, but the card was in good shape, I was using the PIN assigned to me, and no one had tried to steal my identity. Still, they couldn't solve the problem so I ended up cancelling that card and getting another one. Not a huge loss since, by then, most of my banking was being done through Navy Federal. They just have better rates for everything. So anyway. Then came the fees. First the fee-for-paper-statements. Fine. I switched over to e-statements. They the fees for balance minimum and service/upkeep.I think they started last summer and I quickly calculated that I was going to end up paying a hell of a lot of money since I seldom used my Citizen's account. Mind you, this is the same account that once went dormant for nearly 3 years slowly accruing interest and without any penalties to me. I couldn't decide what to do. Either keep a balance of $2,000 or have at least 5 transactions a month. I was lucky if I had 1. I decided to put that on the back burner, but joked with my brother that I should just pick a day out of the month, go into the bank, deposit a dollar, get back in line, take out a dollar, and repeat until 5 transactions have been made. Stupid. BUT. And here's the cherry on the crappy-ass sundae....the other day when I went to CLOSE my account, I was basically badgered by the banker (Adrian?) to keep it open. I was bemused when I signed in because I was the 3rd person that morning who was there to close their account and when I sat down the exchange went something like this. "Hi there. What can I help you with today?" "I want to close my account." "May I ask why?" "The fees." "You know, if you keep a balance of $2,000 you can avoid the fees." "I don't have $2,000." "Well, another way you can avoid the fees is if you make at least 5 transactions a month." He's talking to me a little slowly and overly positive as if I'm very simple and haven't already looked into ways I can keep my account. "I just want to close my account." I tell him. He bristles further when I ask about transferring the money through a cashier's check to my other bank that doesn't have fees. So long Citizen's. I had been a loyal customer for 13 years, but have since taken my business elsewhere. I recommend you do the same. read more

This is one of the few convenient Citizen's locations and there is plenty of room and ATMs. I have little to complain about probably because I didn't need any customer service. Whew - dodged a bullet there! Ps. I never thought I would say it, but I miss BOA. read more

I had a question about an unrecognized debit from my account. I called the online services and I am now in my 48th minute on hold, listening to the same promise that a "customer service agent will be with me shortly." If I didn't have all of my bills set up on bill pay, I would seize all of my money from this account and go elsewhere - where they actually care about their customers. Unacceptable. Now, I am just holding on to see how long it is before they actually answer. I think my cell phone might die in the process..... read more

I reported not receiving an item I ordered online. Citizens Bank wanted receipts or proof of the transaction, except that I never got an email or receipt for it. The only proof I had was the charge to my credit card. I fell victim to a scam and citizens bank credit card failed to protect me. read more

I went into Citizens bank to take out a very small personal loan. After telling the banker that I was only looking for $3000.00, he advised me to open up a credit card and take a cash advance instead!! I thought that he was joking, but he was very insistent and said it was "like, so much easier." I was a bit shocked, so I explained to him that a personal loan was a five year fixed payment at 8%, and that a cash advance would be a variable rate payment at 26%. He seemed genuinely shocked and said "Oh, well that's bad I guess." Why the heck did I know this and the banker didn't? I learned afterward that he really did know. Apparently bankers received higher commission for selling credit cards than they do for personal lending, that he had been doing this for a while, and that he was promoted to an assistant manager at a large branch somewhere nearby for his success. This sociopath was willing to potentially financially ruin someone for a quick buck, and they promoted him for it! I later learned from other former customers that this happens literally all the time at Citizens. Absolutely disgusting! read more

Citizens consumer beware. I had cash lost/stolen from one of the tellers while making a deposit. The bank refuses to take responsibility leaving me at a loss. My family has been doing business with Citizens for many years but they treated me like i was the criminal. Stay away from this branch and don't be a victim like i was. read more

I opened an account with Citizens over 7 years back when living in Brookline. It was convenient, but after years of poor customer service I left them in Fall of 2016. After paying any balances for credit and closing all my accounts they silently kept a line of credit open (for which I received no statements for and had submitted a written request for them to close). Surprise, a year later, I'm contacted stating in August my yearly maintenance fee of $25 was due. I've written, called, and explained this so many times to folks clearly reading from a script in their 'support'. Been looking into this and it seems this is not an uncommon occurrence. Thinking of filing a small claims and sticking them with court fee's and travel (I live in Dublin now), but maybe there's a class action hiding here somewhere. Update: Wow, a grade of "D" and 97% negative review by Better Business Bureau https://www.bbb.org/boston/business-reviews/bank/citizens-financial-group-inc-in-providence-ri-108 There are Ponzi schemes rated higher that this company. read more

This is the absolute worst bank ever! Ill start by saying I've been a customer for over a year I have a personal and business bank account here (which I will soon be moving all funds to a new bank). They have treated me like a criminal since I've had this account and I have overlooked it. I have to verify almost every debit transaction. I recently deposited 2 checked into my personal account the next day they cleared funds on 1 check and left hold on the other which was fine but hours later they placed a hold on the check they had already cleared causing my account to go in the negative over $3,000. Then I call and ask if they can call the bank check was drawn from to verify my check because I had bills that needed to come out of my account and without actually saying they don't really care about my personal finances they stated that It was held by the fraud department and now my account has to sit in the negative for a week and my bills will be reported to my credit as late. I have never had a bank that treated me as the customer a criminal for this reason I will be taking my personal and business banking to a bank where I am valued as a customer. I am being criminalized by a financial institute that I not only trusted with my own finance but have sent over 20 people to them. I am very disappointed in their customer service. read more

I HAD a checking account with them. Never in million years would i have thought i would encounter such terrible greedy shady company. They will charge you for all kinds of dumb things and try to hide it in two page long letters they hope you wont read. DO NOT DO BUSINESS WITH THEM! read more

I do not recommend this place all they do is take your hard earn money. They dont treat you like a citizen.

If I could put no stars I would. Story below! I have been in retail and credit card business for 40 years and have never had as much problem with a bank and credit card company. I had some fraud charges on one of my cards that also was used to pay my $ 36.00 Iphone account. I only got this credit so that I could also get the insurance encase I cracked the screen / damaged the phone. Anyways I found out that this a few months later that Citizen's bank still had not processed the new card that I had entered and was still using the old canceled card. Well, you cannot go online and make past due payments but only current payments. WTF is this I can only make current, not past I have to call them? Well calling them is a joke especially when I called and their phone system did not answer 2 weeks ago after numerous calls. Then today I went through voice directed hell for an hour till finally got a nice representative which unfortunately got the rath of my frustrations which I apologized to as I explained my situation. Ruth their rep informed me that any delinquent accounts cannot be paid for online only over the phone but you can make the current payment. Well after an hour on the phone for a $ 36.00 payment and back payment is kind of ridiculous. That's my story on Iphone Citizens bank. read more

I have had consistently great experiences at this branch for the past 2 years. The specialists have been really friendly and helpful with recommending what to do with the little money i have, to make the most of it, and i have taken advantage of their rewards points program and gotten really good gift cards for music and books, my two main expenditures. There are always different faces in there, so i don't know if they have high turnover or maybe rotating schedules, but everyone is equally as cool. read more

Whatever you do, DO NOT use this bank method. Hey I get it, they do not charge interest on their loans---however, the will screw you over on credit reports every time they get a chance. They have an inept process of payment, even though you pay more than required or pay two times a month. They lack the financial intelligence to have a proper payment system--meaning, they do not have a principal amount payment online---however, if you pay your account prior to their cycle close date, they do not count it towards your "account" to give it to principal with no process provided. So, if you pay on X date--but your actual payment is at the end of the month--you will end up paying towards the principal balance which does not count towards paying your monthly statement. It is an ass backward process--and considering your loan is actually your principal amount--they will screw you over with credit reporting. read more

I closed my account. Think "closed" means "closed"? Think again. These crooks claimed that NStar "reopened" my account when an automatic debit was requested on the CLOSED account. Then they had the gall to charge an "overdraft" fee. NStar was shocked and agreed with me that their request for payment should have been denied by the bank. This kind of dishonest (but legal) robbery is precisely why I do not care to bank with this sleazy, cheap, and immoral institution. No such disclosure was made to me at the time I closed my account. I will NEVER pay their alleged "overdraft" fee. On top of all that, inside the banks they pipe in cheesy pop music, so when you are waiting for a teller, trashy love songs are wafting around you. Insufferable. Oh, and to let the world know how benevolent they are, they have bowls of cheap lollipops placed around the bank. Be smart, open an account in your local credit union, and when you close your account at Citizens, be sure you tell them you know about the dirty tricks in store and that you will NOT tolerate them! read more

I don't like the sales pitch they give you for almost anything. And every week I receive a piece of mail with a pre-approved credit card. It's junk mail. There cd rates are not the best and their ATM's are all slow. On top of being slow when you enter your pin # a message appears on the screen that reads something like "please wait while we gather your preferences". What preferences????? There is no such thing. I suggest a credit union. read more