Online banking is horrible. It has been down now for 4 days. No drive-up ATM. Very helpful friendly staff but if you're looking for a quick trip to the ATM this is not the one you have to go into stop and shop or a Cumberland farms store. Have not been able to access my account for 4 days now. JUST REDICKQULES!!!! read more

I AM CLOSING MY ACCOUNTS AS SOON AS THEY RELEASE MY MONEY!! THIS BRANCH STAFF IS UNHELPFUL AND UNINFORMED!! Over six months ago my dad put me as a secondary on his Citizens Bank checking account in case anything should happen to him and I needed to pay his bills I would have access to his funds. So, two weeks ago on 6/10/18 I went into the branch in the Stop & Shop in Sturbridge, Ma to set up new checking and savings accounts since I started a new job the week before. When signing up for the new accounts I noticed that my dad's account was in the negative. Worried that it was going to affect my banking, I questioned the employee signing me up if that was going to have any cause me any trouble. He assured me that it wouldn't have any affect on these new accounts. I then asked to be taken off the account, but he said I couldn't do that until the account was in the positive, but that it wouldn't affect my banking or my credit. Everything was fine until I went to do a mobile deposit of my check on 6/18/18. When the check was first accepted it said that I had $200 available right away and the rest of the $1300 check would be available the next day. I logged into the banking app. the next day, 6/19, it said that there was a hold on the whole check until 6/26, so they took back the $200 they had released the day before. Since 6/26 is over a week after I deposited the check I called the support line to find out what happened. They explained that the reason there was a hold on the check was because my employer's bank is not communicating with them and therefore they are unsure whether the bank will pay Citizens Bank for the check. I understood that, so I reached out to my HR who investigated the issue. The next day my HR said that the check had already cleared the bank and she had confirmation from their bank that the money was sent to Citizens Bank. So, once again I called the support line and this time they told me that the reason they couldn't release the check was because there were inconsistencies on the check, so they are holding the check for security reasons. I asked to speak a manager, so they could explain what the "inconsistencies" are. They said that I would need to call the branch where I set up my accounts and they would be able to explain exactly why they were withholding the check. So, I called the branch in Sturbridge and the woman on the phone said that they couldn't confirm that the money had been sent to them and that's why the check was on hold. She said that if I got the name and the number of my HR they might be able to figure out why they haven't received the money yet. I ask my HR for permission to give out her personal contact information, so they could discuss this issue. My HR had no problem with that. I called back the next day, 6/20 to give the branch the contact information and I got the same woman. I reminded her who I was and gave her the contact number, but she said she couldn't speak to someone from my company anymore. She needed to speak to a representative from my company's bank since this issue was a bank to bank issue. So, back I went to my HR Manager to get the contact information for a rep. from the bank. The next day, 6/21, my HR Manager had a name and number for me so once again I called the Sturbridge branch and I got the same woman I had been talking to for the last two days. This time when I gave her the contact information for a bank representative she said that she would have to call me back because she had to call the hold department of Citizens Bank to see what they could do about the hold. About 20 mins. later she called me back saying that the didn't need the contact for a bank rep. because there was nothing they could do about removing the hold and they still couldn't explain to me why they were holding the money. They were still claiming that they hadn't received the money from my employer's bank. Up until this point I had been upset about my entire check being held, but after running back and forth for these people to get information they had no intention of using I was pissed off. The next day when hearing that they wouldn't call the bank rep. and they still wouldn't release the money to me my HR Manager called to speak to the Sturbridge branch manager. They told her that I knew exactly why they were withholding the check from me and they insinuated that the reason they hadn't released the check to me was because I had a negative balance on my account. Friday afternoon I got pulled into the HR's office and she told me what they discovered. I have never been more humiliated by a company in my life. Not only did I ask Citizens Bank about my dad's overdrawn account when I first signed up for my own accounts, but not once during my multiple calls to the support line/the Sturbridge branch did they list the overdrawn account as the reason for the hold. Clearly Citizens Bank is disorganized and has horrible customer service. read more

I stopped in here a few months back. For me, this was the first time I had stopped in to talk business with anyone at an a branch inside a supermarket. This one is located inside the Stop and Shop. While things didn't work out, the staff here was quite friendly and knowledgeable. If i was unhappy with my present bank, I would not hesitate doing business here. read more

We have had accounts at the Citizens Bank in Sturbridge for over 10 years. I have had nothing but perfect, friendly, efficient service. My children opened their first savings accounts there, and the staff was always very patient and helpful and made the kids feel totally in charge and important. Since then, we've opened up various other accounts, with the same success. I can't imagine anyone has ever had a problem there, since we've had probably a hundred transactions there with complete satisfaction. read more

I find it very difficult to reconcile there TV commercials with the quality of service I receive at the bank. I have a loan with them which includes an automatic withdrawal from my checking account. The only reason I have the account is to make payments. I cannot get a consistent answer as to when the money needs to be in the account for the payment. They clearly expect me to understand bank policies they themselves do not understand. Left there last month with what I was told was the policy written down and read it back to the manager when I left today when I went to make a payment I was told about a slew of fees and charges that hit my account. I do not think they are trying to mislead me they just do not understand their products. read more