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January 2024 by J Cha
Don’t bother making appointments. It will not be honored.Appointment was made for 11 am on 13Jan23. Confirmation email and reminders regarding the appointment were sent from the bank multiple times prior to the appointment. It was not until I got to the branch when I was told the person I have the appointment with was not at the site that day. Was told she was sent to another branch for the day. Due to that, the appointment time was not honored and was treated as a walk-in.Would have liked to have been notified prior to my arrival that my appointment had to be rescheduled. The branch knew the person I had an appointment with was not going to be there for the appointment first thing in the morning. Branch did not think it was worth it to notify. Disappointing customer service.
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November 2023 by Jay Davis
Rude staff on and off phone and rushing people also I never feel welcomed when I'm in there not cool at all
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June 2023 by Jonathan Michaud
I always find them very helpful, especially Kira.
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May 2023 by David G.
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.
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April 2023 by Katherine O'Malley
Very clean and nice inside. The tellers have always been helpful for me. I go in regularly for quarters and even during the coin shortage they were always able to give me at least one roll.
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April 2023 by Laxman kattel
The person working as a banker in this branch,she doesn't have value of customers time.Also she is not well coming attitude on me,it's several times,she repeat her attitude on me.I just request my statement 5 days ago now,Iam in branch here,Bank Manger is super angry with me,I just said to her, What reviews I can write for your Branch?She is thinking it is a disrespectful for her.And she said she has a right to close all of my account. She threatened me to close all of my accounts. My statement is not ready yet. Still waiting. Hope the management will see what is going on in the branch.
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February 2023 by Red Six
I went to this branch (212 Elm St. Somerville, MA) earlier today to provide a copy of my father's death certificate. This was after already visiting a branch in NH (835 Hanover St Manchester, NH) where they told me I need to call customer service (which in hindsight, should have been the first indication that Citizens Bank is a terrible organization. I'm physically here with a copy in hand, but they cannot help until I call their 800 number first???)So after over an hour on the phone being redirected to automated menus that had no applicable option and repeatedly being asked for info I didn't have, I final got through to a representative who took the information down. I was then told they needed a copy of the death certificate, and directed me to fax it. I responded "No, that's ridiculous. I don't have access to a fax machine and if you only need a copy then I can email it…or at most provide a copy at a branch as I just attempted to do and also did two months earlier after my mother passed away." The rep did say that branches do not handle credit cards but they should still take the copy to provide to the appropriate dept(s).Now today at another branch, speaking to an associate, she again said they cannot do anything with credit cards at a branch (which again is ridiculous since they are the same bank and can certainly sign you up for credit cards at a branch) …but so be it. I then explained I already contacted the Credit Card dept. and they will need a copy of the death cert, which is why I'm here. I also mentioned there is a checking and savings account (which I am on already) and a home equity line that will need to be addressed but those can wait. At this point she said I will need to set up an appointment since she was booked for the rest of the day. I reiterated all I wanted/needed to do was provide a copy of the death certificate for their records, everything else could wait. She essentially refused to help and stated again to set up an appointment. At this point my frustration began to show and I attempted to state as much…that it was ridiculous that a major financial instruction makes it this difficult to do something as simple as provide verification of the death of a loved one. Before I could finish, she cut me off, stating “Don't project your frustration on me." I was taken back and replied, “I'm not projecting anything, I'm stating my frustration with this institution.” At this point, she demanded I leave. I started to leave but returned to ask for her name. She refused and threatened to call security. I said, "Please do, I'm simply asking for you name." She said, "You can look it up online, leave, leave now."I never swore and barely raised my voice. If anything, my tone was all that changed and this was the customer service I received. My father was a Citizens back customer for over 60 years, and I had every intention of remaining a customer, until now.And btw, I did look up her name and pretty confident it is Albana Sala, the Branch Manager at the 212 Elm St Somerville, MA location. She was a rude and unhelpful and at the first sign of even minor unpleasantness, she effectively cowered away instead of being an adult professional attempting to address the concerns and frustration of a customer who was simply trying to provide the banks required documentation.
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February 2023 by Jack M.
Some Thoughts on the way Citizens Bank Handled a Recent Branch Incident in December 2022I 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 accountsDespite 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
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July 2022 by Christina Yung
Longtime customer but I'm done. Other than a mobile app that works, there aren't any benefits to having a checking account here. The online appointment scheduler doesn't work, no one picks up the phone, you can't leave a message. They told me I could come in and add an account holder to our condo fund, then made us wait an hour. There are only 3 people in the entire building - you have to wait for the tellers to finish helping customers before anyone will sit down and talk.
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December 2021 by Kalixie M.
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!!!!
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November 2021 by Mitchell Tutein
I was 100% completely satisfied with my experience
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June 2021 by Andrea Buccelli
Tellers are very nice and efficient and there was no wait which accounts for 2 stars. However, the size of this bank is huge and there is only one customer service person. Totally unacceptable. I waited over 40 min and left as I refused to feed meter for another hour. People after me waited less time than me and left.
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January 2021 by Jim B.
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.
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November 2020 by Nathan Beaumont
Anytime I have visited or tried to open the account the staff on site is so rude, I'd recommend just calling
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May 2020 by Brian B
I wanted laundry quarters. Several banks in my area were closed or unable to provide quarters. This location provided me with 10 rolls of quarters (this is excessive, but I don't want to visit again in the near future), even without my having an account.