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April 2025 by dawson major
Worst public branch for citizens I’ve ever dealt with
Highly do NOT RECOMMEND. Customer service NON EXISTENT, Customer courtesy NEVER HERD OF IT. Seriously people get it together this is a corporation not a family owned business where you can bend the rules to your favor. WILL NOT RETURN
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June 2024 by Josef Alvarez
So this is a bit of a weird one, and I can’t believe this is my first legit review.
While I was taken care of with a reassignment agreement to transfer ownership of my account from my stepmom (who originally started the account for me, hence why I had the assignment agreement), when it came to my new debit card, the branch manager, Josh Williams, although looked dashing, was anything but that.
I don’t know if it was the amount of foot traffic this branch in specific was getting today or something, but he seemed really short fused. Now mind you there was a bit of miscommunication between him and I which I will admit was mostly my fault. The problem mainly stems from the customer service that was reciprocated back, seeming annoyed and giving smart remarks rather than willing to help properly understand the nature of the situation.
I work in customer service as well, I get it, there’s going to be customers that just do not understand fully and don’t get the big picture, but it doesn’t mean to get smart and make remarks that make others feel like idiots.
Josh, if you’re reading this, I did appreciate the help that you gave me today, with helping get my new debit card expedited and I respect the position of your occupation, but I don’t like feeling small.
That’s why I’m leaving with a 3 star review. The job got done, but it’s like being handed a life preserver only after you’ve started to drown. The issue was resolved, but the experience left much to be desired.
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January 2023 by Doreen M.
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!!!!
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July 2021 by steve Masiah
Very friendly people here. Quick and accurate service.
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June 2021 by Stephen Morley
Very friendly people here. Quick and accurate service.
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May 2021 by Chris Hennessey
When a customer tells you they are in a hurry stop trying to covince them to open a checking acct. The clerks here can be as pushy as a used car salesmen. Makes me glad I dont have an acct.
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July 2020 by melanie fontaine
Very helpful, caring staff!
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January 2020 by Danielle L.
I have been a customer for over 10 years and never had an issue with customer service, actually I have come across more people that went above wan beyond. This past Saturday was the worst experience I have ever had. The teller was rude and condescending.
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May 2019 by Selah Selah
The staff at the Citizens Bank branch in Sturbridge were a pleasant surprise. Considering they are located within a Stop 'n Shop I was expecting sub-par service from employees with mediocre knowledge. Instead, what I found were excellent staff, who remembered my name, my usual transactions and recent work I was doing or had recently done ("Hey, were you still looking into that line of credit? The manager's here today. He can walk you through the basics..."). They even remember that I travel internationally quite often and are happy to help in any way they can.
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January 2019 by Matthew Cook
There are so many fees. This bank use to be great I'm getting my money out and going to cambridge trust in Boston.
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July 2018 by Christine Byrne
Horrible experience. A payroll check was deposited and they are holding the money for 7 days even thought I can prove the bank it was written on released the money in the first 24 hrs. I've called multiple times and have gotten different excuses every single time. Customer service is horrible and they refuse to help. I even tried to close the account and they STILL won't release my money until 7 days have passed.
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June 2018 by Taylor D.
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
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December 2017 by Lei Ray Yu
Very friendly people work there! I highly recommend people to do business there!
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January 2017 by cailyn burkett
I love this bank so much, but today I left my card in the machine I've actually done it like 3 times before I wish the machines would make a noise if you leave the card inside! But the woman who helped me was awesome and I couldn't appreciate it more it was a good day!
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July 2015 by Ryan Ingerman
Amazing bank :) I'm a regular just like my mother, and they know us very well and treat us very well.
