Citizens Bank Customer Service Issues

Since November, I have encountered several upsetting issues as a loyal customer at Citizens. I have accounts with Citizens including a checking account ending in [redacted], a savings account ending in [redacted], and a credit card ending in [redacted]. Despite not being wealthy, I trust Citizens to manage my finances. In mid-November, I faced trouble when trying to buy $1,[redacted].00 in gift cards at the Village Market. The transaction was initially stopped, leading to a 30-minute call to explain my legitimate purchase for a local charity. Despite previous trouble-free gift card purchases, there was a misunderstanding that inconvenienced me. Unfortunately, my problems continued when a $[redacted].00 gift card purchase at Roche Bros. was denied, causing embarrassment and inconvenience. As an 80-year-old, walking around with large sums of cash is risky. Later, a small $2.82 charge was denied, further adding to my frustration. I hope to improve my experiences with Citizens and avoid such nightmares in the future. I value the kind employees at my local bank and wish to resolve these issues for smoother transactions. I hope my feedback reaches the right people at Citizens for better service. Thank you for your attention. Irene Desharnais.

Dear Sir/Madam, I am writing regarding the account my late cousin, Mrs. Ingrid Mott, held at Citizens Bank ROP [redacted]. As the legal heir of her estate, my attorney, Mr. Claude Aberle, notified the bank of her passing and provided all necessary documents along with his power of attorney on February 9th, [redacted]. It has been a year since then, and I am eager to receive a response from Citizens Bank concerning this matter. I would greatly appreciate any updates or information you could provide to help move this process forward. Sincerely, Dr. Susanne Nordhofen Stifterstraße 28 [redacted] Nidderau Germany

I have been attempting to link my PayPal account to pay a bill, but despite answering the questions and going through the security measures, my account keeps getting locked. This situation prevents me from paying my credit card bill on time. I need to resolve this promptly as I was led to believe that this is indeed my account. I require assistance to connect my bank to PayPal without encountering further issues. It would be greatly appreciated if I could communicate with a representative to resolve this matter efficiently, as the current process seems to be causing unnecessary delays in accessing my funds. Thank you.

I am one of the [redacted],[redacted] individuals being let go by HSBC. On January 17, [redacted], I reached out to the President of Citizen Bank in Rhode Island. I urgently needed some information but as I live in DaNang, Vietnam, I have no access to email or chat services. I asked for a response by January 31 because my military pension and social security payments are deposited in my HSBC account. Unfortunately, all online platforms are blocked in my area, making it very inconvenient for me to get help. HSBC has already reduced its online services before the February 18 deadline. I am extremely frustrated with both HSBC and Citizen Bank and will try calling again, despite the long wait times and disconnections. I am very upset about this situation. - Stephen

Subject: Request for Improved Account Access at Citizens Bank I would like to discuss the challenges I faced at the New Rochelle Branch on 2/23/22 regarding accessing my elderly mother's account at Citizens Bank. Unfortunately, the transition from HSBC to Citizens Bank seemed confusing and lacked proper support for customers. When I visited the branch to make a deposit for my mother, I was told there were no deposit slips available due to the bank's transition. The teller struggled to locate the account details and was unable to provide me with the necessary information or a receipt. This left me concerned about the security of my mother's account. After further communication, it became apparent that my mother was expected to visit the bank in person to obtain her new account information, which is challenging due to her limited mobility. To enhance customer experience during this transition, I recommend the following improvements: 1. Ensure tellers have access to all necessary information for smooth transactions. 2. Implement a virtual option for obtaining new account information, benefiting customers unable to visit in person. 3. Provide clear written communication about the transition at branches and through mail. 4. Issue official notifications detailing HSBC and Citizens Bank account information, products, and services. 5. Display information about Citizens Bank prominently in branches for easy reference. I hope these suggestions will facilitate a smoother transition and improve customer satisfaction. Thank you for your attention to this matter.

I have been unable to log in to my online banking for over a week now. I had to pay my car payment on their website which makes me nervous. I sat on hold on the site listening to their music until I gave up. I had to go to the Ford site where I was charged to make a payment because I couldn't reach anyone at Citizens for help logging in. I am currently on hold with the bank. I'm 84 years old and jumping through all of these hoops to make a payment is not easy. I am not willing to sit on hold any longer. Please call me at [redacted] to help me set up my online account. Emailing is not helpful in this situation. After adding up all the late fees, I will let you know how much this has cost me. Please do not email me. Thank you. - Charlotte Clark

Hello, I have been a member of the bank since February 20, [redacted], after my account was transferred from HSBC to you. Unfortunately, I have faced ongoing penalties for living abroad. Every time I call, I am on hold for over an hour, making it extremely difficult for me to access my VA benefit payments, which is my sole source of income as a disabled American Veteran. Despite multiple promises from both your bank and HSBC to send me essential items like my debit card, starter checks, pin number, and statements, I have not received anything after multiple attempts. Additionally, I have encountered issues with authentication and have not been able to establish a secure method to communicate with your bank. As I approach the third month of not being able to access my account, I am reaching a critical point where I will have no means to pay my bills or sustain myself. I urgently require assistance in obtaining information about my previous account to update my deposit details with the Department of Veterans Affairs. I am pleading for someone with authority to provide me with the necessary account tools, assist me with my previous account information, and help me resolve these pressing issues so I can manage my finances and live with dignity. Sincerely, J. R. Account: [redacted]

Due to the absence of computer access, my interactions with Citizens Bank have been through their 1.[redacted] number. Frequently, after enduring wait times of 10-15 minutes, I engage with representatives who have difficulty speaking English fluently, with noticeable foreign accents. It concerns me that customer service agents are not proficient in English while catering to Citizens Bank patrons and stakeholders. During my tenure at Michigan National Corporation, ensuring that applicants spoke clear English, possessed product knowledge, and prioritized customer service was imperative when establishing the 1.[redacted] number. Regrettably, the current standard at the bank seems lacking. I would appreciate if a member of the management team could reach out to address these issues. I have experience as a former Officer of Michigan National Corporation and currently hold shares in the bank, and I am dissatisfied with the level of service received. Please contact me at [redacted], my cell phone number. Thank you. Catherine M. Retko [redacted] Newcastle Harper Woods, MI [redacted] [redacted]

I, Bernard E. Adams, retired from my position as an HR officer at Rochester Community Savings Bank on January 1, [redacted]. Since the merger with Charter One and later with Citizens, I have had a life insurance policy (SBLI) with certificate number [redacted]. The policy decreased annually after my retirement down to $[redacted], which has been consistent since. I am seeking confirmation if this policy is still active and payable upon my passing. At 96 years old, I would appreciate if this information could be verified from your records. My contact number is [redacted], and I can be reached at [redacted] Parrish St. Ext, Canandaigua, NY [redacted].

I would appreciate speaking with a manager in human resources regarding a life insurance policy I received upon retiring in [redacted] from Rochester Community Savings Bank in Rochester, NY. I believe this individual may be the appropriate contact, but I am open to any other suggestions. Thank you for your assistance. - Bernard E. Adams, [redacted] Parrish St. Ext., Rochester, NY [redacted]. Contact me at [redacted].

My debit card is set to expire in August [redacted]. I will be away for 30 days from December 10th, [redacted], to approximately January 10th, [redacted], and I have two concerns. Firstly, I worry about receiving a new card in the mail during my absence and not being able to activate it promptly, leading to my current card being deactivated before I return. Secondly, I am concerned that using my card out of town for the first time might trigger Citizens to suspect a security issue, resulting in the deactivation of my card while I am traveling.

I recently disputed a charge from Avis with Citizens Bank because I was billed excessively for a rental car. I had initially paid for the car and put down a $[redacted] deposit. I extended the rental for two more days at a quoted rate of $38 per day, plus insurance. However, upon receiving the bill, I was shocked to find numerous unauthorized fees totaling almost $[redacted]. These included charges for additional days, damage waiver, and undisclosed fees. Despite my efforts to resolve this with Avis, I faced unhelpful customer service and unexplained disappearance of some transactions from my bank account records. Citizens Bank initially reimbursed me $[redacted], but later claimed it wasn't a fraudulent charge, leading to continued frustration and financial loss. I am seeking assistance from a higher authority at Citizens Bank to address this issue before escalating it further.

I received a new Mastercard today and am having trouble creating an online account. The system is telling me I already have an account, but I suspect this is due to a past checking account closure. I just want to set up my credit card account separately. Can the previous checking account information be removed? My previous checking account user ID was [redacted] with the password initially set as Cassie69, later changed to Cassie68 for access attempts. William L. Phone: [redacted] Email: [redacted]

I have been informed that I am due to receive $2 million USD from a U.S. donor. However, I need to set up an account and deposit between [redacted] and [redacted] euros upon receiving the funds. The latest email supposedly came from the bank, Citizen Financial Bank, from a woman named Rita Dawson in customer service. I am unable to verify this information and require assistance. The donor is said to be a Mr. Azim Hasim Premjin. Can you confirm this? Regards, Gerhard F.

Hello, my name is Jessica C. Logan. I used "hate you but love" as my Gmail username for the email address [redacted] Unfortunately, I've lost access to my phone and my Gmail account. I am unable to verify my ownership of these accounts. Can you please assist me with the necessary steps to reset my login information and password for internet banking support? Thank you.

I am currently outside of the USA and using a different phone number. I am having difficulty receiving the verification code for my Citizens Bank accounts as it is being sent to my USA phone number [redacted]. I will be using a local phone number [redacted]-72-[redacted]-[redacted] until September 15th. Before leaving the USA, I visited the Citizens Bank branch in Rochester, NY to notify them about my trip abroad from June 1st to September 15th.

I enrolled in the Apple iPhone upgrade program and later decided to opt-out due to finding better coverage elsewhere. Apple refunded me $[redacted].85 for canceling AppleCare+ on 05/27. However, this refund has not been reflected in my loan, though I understand my payments remain the same. Apple verified sending the refund to Citizens, but according to a representative at Citizens, they have not received it. Despite numerous attempts, I have been unable to reach a live agent in the appropriate department, as the line continuously disconnects. I am frustrated after spending hours on hold without a resolution.

My phone number is incorrect on my account, preventing me from accessing it with my fingerprint. I need assistance to update the phone number as I have had the same one for over 20 years. It's urgent since this is a business account, and the business is closed, making it impossible for me to access work. Please reach out to me via email to resolve this promptly.

I recently discovered that a fraudulent check for $34.99 was cashed by my bank without my authorization from Company X. Despite my efforts to resolve the issue with Company X, they tried to pressure me into accepting a membership I never signed up for. After requesting a refund, they claimed it was impossible but assured me they would cancel my subscription and send a confirmation email which I never received. Frustratingly, my attempts to seek help from Citizens resulted in difficulty reaching a live person on their fraud line. I plan to report this incident to the authorities and am seeking assistance in resolving this matter promptly.

Due to my recent hospitalizations, I was unable to make a $12 deposit into my bank account for two months. To my surprise, I discovered that I had incurred over $[redacted] in fees as a result. Despite never having insufficient funds in my account, the bank charged me for the account's existence and added fee upon fee. I now owe $[redacted] because I couldn't cover the $24 fee for loaning out my money, an action I physically couldn't do due to my health struggles. I expected to owe some money, such as a $25 monthly fee for failing to make the deposit, totaling $50. However, the bank deducted half of my disability check in fees, which seems unjust given my circumstances. After pleading with them and enduring a lengthy hold, they only agreed to reduce the total by $20. I recognize banks are businesses, but penalizing me $[redacted] for a $24 shortage feels excessive and unfair considering my situation.