NMLS# 433960

4.5 of 5stars2840 Reviews

Citizens Bank, N.A.

  • Recommended Lender
    Recommended 86%
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Lender Summary

The company offers a broad range of retail and commercial banking products and services to individuals, small businesses, middle-market companies, large corporations and institutions. Consumer Banking helps its retail customers “bank better” with mobile and online banking, a 24/7 customer contact center and the convenience of approximately 3,200 ATMs and approximately 1,200 Citizens Bank branches in 11 states in the New England, Mid-Atlantic and Midwest regions. Citizens also provides mortgage lending, auto lending, student lending and commercial banking services.

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Ratings & Reviews
2840 Reviews
  • Interest Rates
  • Fees & Closing Costs
  • Responsiveness
  • Customer Service

Review Breakdown

Poor Experience

It has been 1 1/2 months we have all our paperwork in and approved. Little to no correspondence to finalize this line of credit. Very frustrating we are trying to get renovations done on our home and using up our saving to do so.

  • Loan Type:

    Home Equity Loan or Line of Credit
  • Review Type:

    Lender Review

Shameful and Predatory Service

I have been a customer of Citizens Bank since 2005, or maybe before that. I have a checking account that I use profusely for Work direct deposit and payment of all bills. I had issues before with their predatory overdraft fees that are out of control and after complaining I got a letter from the office of the Chairman that did nothing for me. But, this is another matter.
I also have a Home Equity Line of Credit. I had some financial difficulties so I got behind two payments. Last week, they sent me a foreclosure package about options that I have to keep my house, etc. Now that I got back on my feet I was ready to resume payments so I called the number they have on the package to discuss either lump sum payment or two payment installments. When I dialed the number they have on the letter, it asked to dial the extension number (no extension was given on the letter) or zero for the operator. I dialed zero but a recorder came up asking to leave a message. I did leave an urgent message to call me back immediately since I was obviously anxious about losing my house. That was a week ago. To this writing the HELOC did not even contact me once. I guess they are waiting to pass the time so they can foreclose on the house, and this is apparently not an urgent and important matter to Citizens Bank. Yesterday, 03/06/2020 on Friday night, I went to the branch in Dearborn Heights, MI. The Personal Banker was nice and she called the same number on the letter and had the same experienced I faced. She used her internal number and they gave her a Consumer Finance Line 800*********. However, this was Collections for vehicles and personal loans. They told her that Equity department was closed (it was after 5:00 P.M.) now and they will be open Saturday from 8:00 A.M. to 12:00 P.M. On the next day Saturday, I called at 9:30 A.M. Again, it was the Collections Department for Vehicle loans and personal loans. The person who answered said I called the wrong number (!) but Equity Collections is closed anyways on Saturday and they will open from Monday to Friday. This is contradictory, chaotic, and non-professional. I am wasting and losing precious time on what? not being able to call and talk to someone who is threatening to foreclose on my house because of a stupid Equity Line?
I hung up and dialed the so-called Office of the Chairman trying to talk to his secretary about this quagmire but, of course, she was not available until Monday. Now, I have to overcome my anxiety over the weekend. It's time to get rid of this bank and I hope all can see the shoddy and bad service I experienced. For what I faced this Bank deserves less than one star.

  • Closed with Lender:

  • Loan Type:

    Home Equity Loan or Line of Credit
  • Review Type:

    Lender Review


This bank mortgage process was AWFUL.
I was called and asked if I wanted to refinance my mortgage that I already had with them for a lower rate. I agreed if I was assured that the process would not be cumbersome. I paid for an appraisal and title search after which the nightmare began.
The processors would ask for information and when I responded they would clearly not read what I had sent. The were unresponsive and difficult to work with. At one point I was asked to explain an alleged $2.00 (yes two dollar) past due account. The past due did not exist. I repeatedly responded yet they continued to ask me about the same questions.
They asked for ridiculous information and even after responding over and over, I was asked again.
I finally told them I was withdrawing the application. A month later they had the audacity to send me a notice that I was denied a loan for not responding to requests for information. THIS BANK and its procedures are awful - Do not start the process, Go to a local credit union it will be less expensive and more customer oriented. When I did complain, they did not care

  • Loan Type:

  • Review Type:

    Lender Review

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