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I am another HSBC customer who was moved to Citizens, and I will be closing my account and finding an actual bank that takes its institutional responsibilities seriously. This bank is so unprofessional that its operations are almost a scam. Every single attempt at a transaction results in a freeze on the account, and a requirement to call their customer service number. Try to make a Zelle payment. Blocked. Try to add a payee. Blocked. Try to add a phone number. Blocked. Try to use the debit card. Blocked. 


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Worst credit card customer service ever. Lost my card and reported the same day...after a 36 min hold time on the phone! Was assured my replacement was sent by express mail and would arrive within 3 business days, but it has been 7 business days already and still no card. Called customer service to follow-up and am currently on hold again. It has been 31 min already, as I type this review while on hold. Not even a auto call-back option like other banks/credit card services. The only other way to contact them is via snail mail. No email or online chat. 


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I applied for a Home Equity Line Of Credit with Citizens Bank on March 14 and was assured that everything looked good and I would be closing on a loan within 30 days. Then they started asking for this document and that document. They changed the loan servicer 3 times and never returned my calls. It's been 4 months and finally I was able to get a hold of the original sales person I dealt with on the phone. He told me the loan was just turned down today which sound like a huge coincidence. This bank is a huge waste of time. I would never give them my business after the way they treated me.


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Do not get a mortgage from Citizens. They lie about everything. Very disorganized company. My loan closed months late. Now they are charging me for flood insurance when my house is not in a flood plain.


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I had been with HSBC for about 18 years and they closed. Prior to them closing I closed all my accounts and apparently all my info was transferred to this bank. I have always kept all my accounts are on auto-pay with HSBC and I missed one credit card and it charged to my HSBC account, welll apparently it did not, Citizen found the opportunity and claimed I had the account with them, so there was an overdraft fee, plus the charges for having a checking account I never opened. SO now I am in collection and they stated to me that HSBC sold all my info so they are entitled to all these charges.


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Every time I paid off a loan, Citizens took forever to issue the necessary paperwork. They had no trouble taking my money, which I paid promptly. But the minute I needed a letter stating I had paid my loan in full, the service was horrendous. Each time, I would call, get put on hold forever, get transferred, and then hung up on. When I got hold of a supervisor, all I got was a No-Can-Do attitude. They don't care if you have an urgent time-sensitive issue, such as a house closing. They just tell you Back Office will get to it in 5-10 business days, which means I won't get the necessary documentation for a month. And there is nothing else that can be done. Customer Service reps have very limited training or knowledge, and sometimes they're also rude. Do yourself a favor and bank anywhere else.


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STAY FAR FAR AWAY FROM Citizens Bank. I was ripped off by a scam companies. The company is Universal Health Share. They had been charging my credit card $344.00 every month. I went to my Doctor for a checkup and some Lab work. Bills were sent to Universal Health Share and they never paid one cent. After months and months of call and bills being sent by the Doc. office and myself. I had to pay all the bills myself. I called Citizens to cancel the credit card and file a claim. 


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This bank system and their customer service line is by far the worst. Their online banking is very outdated and they will stop/suspend transaction for no reason and they will do that whenever they feel like doing it. Their customer service is atrocious due to lack of operator's knowledge. When I call them to resolve an issue they had no idea what I'm talking about. They will put you on hold for an hour and they will transfer your call to another person and they will ask you for your personal information again. I do not recommend this bank to anybody. Please avoid this bank at all cost.


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Being transitioned from HSBC to Citizens during a GLOBAL PANDEMIC, with no option to look into other banking institutions to fit my needs during the transition, Citizens leaves a lot to be desired, especially for us Americans living overseas. 


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Company closed my account due to inactively and I explain to the rep that I’ve been using the line of credit and my orders are getting cancel by Best Buy and Citizens claims that I never use the line of credit and another department told me my account was closed because I was deceased. And I’m alive … stay away from this company.


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I went inside the Citizens bank in Oak Park Michigan and 9 mile rd. to deposit a check. Was told by another customer the machine inside was acting up (not working). I went into the bank and was told by the Manager the system was down. I then walked out after saying I would just go to the drive-up window. I went to the drive-up window and attempt to deposit my check, and the machine took my card and check at the same time while shutting down on me. I asked the same lady if she could have someone in the bank to assist me, and I was told by the customer the manager said a repairman had to open the machine on Tuesday 4 days later. 


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I was an HSBC customer and I had no choice but to transition to Citizens Bank after being with HSBC for 20 years. I went overseas for vacation and I used my debit card as usual at the supermarket, restaurants etc. I noticed after my vacation all the Foreign ATM or Pos FEE "exchange fees" for every transaction I made. The fee amount they charged me varied from $2.24 up to $4.50 (I made 10 transactions with my debit card and they charged me 10 post fee transactions). I have never been charged for using my debit card out of the county with my previous bank HSBC. The country I went to visit use Dollars not a foreign currency. So, I had to pay fees in order to use my own money. I'm very disappointed on how Citizen's bank steals money from customers.


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Good heavens - yet another reluctant ex-HSBC customer based overseas. Citizens Bank has the worst customer service I've ever experienced. First, hold times to reach anyone on the phone is never less than an hour - never. No matter what time you call. Morning, night, doesn't matter - you'll wait an hour. There is no way to reach anyone by email or through any other channel. Second, no one on the other end of the phone has any idea how to help you. The first time I tried to transfer money out of my new Citizens account, my transfer was flagged for fraud. 


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https://www.citizensbank.com/student lending/scholarship.aspx. As a ** man, why am I being denied an opportunity to help further my education? How is this not racial inequality? I'll make sure to find bank who accepts all races. Citizens should be ashamed.


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I had been an HSBC customer for 15 years when Citizens bank acquired my account. I was a satisfied HSBC customer because they offered international wire transfers with online banking and a mobile app to securely manage my funds. Unfortunately, citizens bank only offers telephone banking for international customers with no way to provide us with access to our funds. Citizens provides no methods for transferring money overseas. 


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Ex HSBC customer whose checking/credit account was transferred to Citizens Bank. Debit Card arrived 6 weeks late, followed by Credit Card. Unable to activate/use Credit Card as I don’t have an SSN. No communication about this from citizens bank. Excessive hold times for a customer service advisor. Luckily I was able to open another US Bank account so if Citizens are still useless in three months time I will transfer everything from Citizens to reduce the risk that this banking transfer has created. On paper Citizens Bank looks like a really good bank. But this is let down by their abysmal customer service.


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I reside outside of the US and I relied on monthly wire transfers to my foreign bank. Due to streamlining operations, my account was turned over to CITIZENS BANK. First impressions are important. My first interaction with CITIZENS BANK was a phone call to get some info on how they handled international wire transfs. I was greeted by a yelling man chastising me for repeated phone calls. (I guess they have a quota) I took the high road and explained I was being proactive and looking to find out about wire transfers. She asked if I had an account number. (I did not since the bank sale was still in transition). Their operator told me to call back when I had an account....not a great start.


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Am another reluctant transferee from HSBC with high frustration in the incompetence and poor service of this bank. Call center is in Costa Rica and while voices there are polite they have incomplete or inadequate training or ability to take care of customer concerns. Run don't walk from this bank. There are many others to depend on for your banking needs these days.


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I can't think of another organization in America that has performed so poorly for so long for so many people. From what I can tell, Citizens Bank actively goes out of its way to make things difficult for the people who choose to bank with them. What's the point of having the bank locations in Stop and Shop if they also lock you out of your account without notice and have ZERO recourse when you need to take money out. I will say they do a good job of taking your money, they just haven't quite figured out how to give it back. As someone that hates everything large banks stand for, do yourself a favor, bank with BoA.


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I was one of the few unfortunate clients of HSBC USA that got auto-transferred over to Citizens Bank in 2022. After 8 attempts to get in touch with their customer service reps, each call putting me on hold for OVER AN HOUR, I officially gave up and switched banks. The last call had me on hold for over 1 hour and 17 minutes before I just gave up. Save yourself the headache and make the switch while you can.


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Stole my money, disregarded my disability, HOH, cancelled my debit card 3x without telling me, had a Gold account yet charged me exorbitant fees each month and refused to give the money back, refused to refund a check that was never cashed; had to fight them for 2 years to get it back, couldn't get access to my account for months online, gave me $1 interest on $200k, finally got rid of them after 10 years of abuse. Now with Bank of America. Thank you.


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I called 3 times to this bank because I made a payment on my loan early. The site updated to the next payment cycle. I checked my bank account and here are 2 payments 2 days apart. Finally on the 3rd try of contacting these place and 1 hour wait I get a representative. Explain the situation and he states, "I'm transfer you to a loan specialist." He transferred right back to the automated system. In that message from the automated system you can make a payment but your payment will still be automatically deducted again on the payment date. I have no written document of this from the welcome packet I received from this bank. DON'T WASTE YOUR TIME!!!! This bank is full of crap!!!!


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As a former HSBC customer, Citizens is a disaster. I am based overseas, so am unable to use mobile banking, send wire transfers, or register for Zelle. It took five weeks and numerous phone calls to get any checks. I am told by customer service that they are not a suitable bank for me, and that I should take my business elsewhere. But no US bank will let me open an account until I am physically in the USA. You would have thought that they were aware in buying the HSBC business that they were taking on international customers. Apparently not.


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After 12+ calls most of which were disconnected, bank did not restore records of account balance and in fact the account disappeared and apparently CB cannot find it. Do not deal with this bank - its online system combined with the incompetence of their underpaid staff is a disaster!


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If you have any other choice please do not choose this Bank for any of your financial needs. I opened an account about weeks back. I had $1000 transform to it. The next day my debit card wouldn’t work. I call and call, they tell me they want to close my account. I ask if I drive to the bank about an hour away can I at least get my money. He says yes of course. I drive an hour to wait an hour to be told I need to go home. I said well I’d like my money first. She said, "Sir I don’t want you to waste your time." For me going home empty-handed is a bigger waste of time. 


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After 25 minutes on hold - I got a person who marginally spoke English. Not too bright and very confused - but nice. So HSBC after many terrible years had me remove all my cash elsewhere (I can't even describe the horrific Mortage experience with HSBC - but that's a different topic), One day recently - I get all kinds of Citizens notices, and checks that I have six Citizen accounts opened - 4 with zero balances and 2 with 1 and 5 cents respectively. As well overdraft accounts. Well - nobody asked me about this - so I call Citizens to close them down. After another 20 mins on the phone past the hold time - I supposedly have all but 2 closed. I need to write a check for the total of 6 cents - wait two days - and call back. A complete farce.


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On March 1st, we received a letter from Citizens Bank indicating that we had an overdrawn account balance of -$18.74 that was supposed to have been closed several years ago. Prior to this letter, we had not received any paper or electronic statements on this account. There was no notification that the account was still open and being drawn down by monthly maintenance fees. We were under the assumption that this account was closed, as requested, over two years ago at the New Haven branch. As a Yale University employee, I opened this account for my daughter's college loan payments, because Citizens Bank has a special relationship with Yale. When I closed the account around July 2019, it had a balance of ~ $300 that I was expecting to be returned in a check.


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I got sent here because HSBC dumped all their small biz accounts. I thought it could not be any worse. But it was much worse. Transfers don’t come in, outbound gets withdrawn but never get to destination. Customer service takes two hours to connect and then transfers or hangs up. I spent the whole week on calls with them and had to keep calling back to reverify details over and over for business and personal even though I only have a biz account. As soon as I can get my funds out I will close this account. Unfortunately they put limits on what you can take out. So this might take a while. 


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I was lured into opening checking and saving accounts. However, both manager and employees were incompetent and didn't know which account I should open. This cost me $700 and eventually with 2 useless accounts. Numerous efforts to reach out to their customer service has also failed. This bank offers worst service, no regard for its customers and utter ignorance once their work is done. I am totally dissatisfied with their service and recommend everyone to never do business with them.


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I lived in the South and never heard of the Citizens Bank before as there are no local branches here. I get their account as my HSBC account got sold to them. I had an HSBC account just because I could withdraw from an overseas ATM machine without a fee with my HSBC account. There is no incentive for me to keep the account and so I tried to close it. First, there is no good reason for the need to call to close an account. It is 2022 now. Banks just make up reasons to keep customers.


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Changing a user ID or password shouldn't take more than few seconds in any website or phone app, except Citizens Bank online app or website, I wasted 5 hours, and tried to call them 3 times after being blocked or old password not valid anymore. Can't access my account any more, every website or application has the option to change password, (type old password, type new, confirm new password), Not Citizens Bank, you have to go through (forgot password) then type in all account information, then it let you type new password and confirm it, then it will say in red (check your information), again and again and again.


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This is the worst Customer service you can find. You spend 6 hours on the phone trying to get through, you may or may not get disconnected constantly and have to start over. No other way to contact them. Then when you get through they transfer you to a "specialist" and if you don't have all you account info, "which isn't on your account btw" then it disconnects you and you have to start over. Waste of my time. If I had known my mortgage was going to be bought out by Citizens I would have stayed a renter. Worst company ever, no people to talk to or care you are there.


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As a loyal Citizens Bank customer I was deeply offended by the treatment I received from Maria ** at Citizens Bank Office of the Chairman. I wrote a letter of complaint regarding the inability of the bank's technical department to resolve my online services issues. Rather than fixing the issue, Ms. ** demanded that I call her. After a month of leaving messages, none of which she has had the courtesy to return, the message has come through loud and clear: to the Chairman of Citizens Bank, the customer just doesn't matter.


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Stay away from this technology challenged bank. It won't let me register online to pay my mortgage. I tired multiple computers and browsers. So I try calling, it is an hour wait EVERY TIME you call. First time I figure they were busy so hung up after 10min. Called back at night and since it took over an hour the mortgage department was closed. Called back in the morning and it was still an hour wait. If this is what their customer service is like, I'll never do business with them again.


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This is one of the worst landing bank in the U.S. They will do the mistake and you have to take the responsibility for your payment. And they even don't care to put you in default on your credit. I will never suggest anyone to be with them. If you are on hold for customer service, good luck. They will never will pick your call or return your call even though if you on hold for more than 2 hr. Their customers services are always busy, I even don't think they have any customer service in real. Stay away from them folks.


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It took almost 30 days to be denied over a factor that I should have been made aware of at the time I applied, and THE SECOND time because my first application went nowhere for almost 3 weeks despite frequent follow ups. Almost 30 days of my time and money wasted as I had to continue paying on a ridiculous student loan with egregious rates I was trying to remedy by refinancing and all to be denied when the rep who was assigned my application was clearly mentally challenged and unable to read documents or care enough to point out my ineligibility before I had them pull a SECOND hard inquiry. Worse customer service experience ever.


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Customer service stinks and I'm being very nice about it. You are on the phone waiting for one hour that is completely unacceptable. I regret opening an account at this bank. I would stay away from them period!!!


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There are no words for how inept and inefficient this bank is. Whether you're getting a mortgage, buying a CD, opening a bank account, or dealing with customer service, you will more than likely regret any and all dealings with this bank as I have. I had a business bank account at a local branch and at some point one of the bank employees told me I wasn't *allowed* to deposit checks made out to my name into my business account. He essentially made me open a 2nd account, a personal account, based on that lie.


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To begin, you have to wait for 20-30 min to talk to a customer service rep. In June I went to Hershey park. The payment for a hotel was one price, which I was agree to pay. However I had a problem and the hotel gave me some discount. It was $141 less, than original. So, I disputed the original amount to the actual, They dismissed my dispute favoring original amount. I paid the bill in the full amount of the bill. Now, in November they want me to pay additional money without any explanation. It marked as purchase adjustment. Can't talk to the dispute department. It turned out, they don't have such a department. The rep I spoke with said, that the old disputed case is closed. So, where purchase adjustment comes from.


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Today go to log on, it immediately states I've exceeded the number of log attempts allowed. Called Customer service, only get automated options. After 3 minutes of not responding, I'm transfer, stating their default reply "experiencing unusual call volume, you will wait". Finally get a agent in Costa Rica. Asks many questions, must now send a message on landline, I do not have call waiting so he cannot help. Ask for a supervisor, again I have to wait (supervisor is in another location). It is now 25 minutes on the call. Finally that agent returns, tells me he will transfer me to supervisor but must ask another 5 id questions. I do so, he goes to transfer me and "tada", I get transferred back to the original call in number and I'm back at square one of "unusal call volume" and messages telling me to use my mobile app. 


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I am trying to register my car here in Georgia. The DMV sent over a fax requesting a copy of the NC title so they can get me registered. I made the first attempt (Monday) to get them to fax over a copy of the title. Customers service told me to have the DMV fax over a request, which they have done twice already, still no title. I called back on Friday and spoke with a customer service rep and he tells me that they do not have the title, it was sent to NC when I purchased and registered my car there. (I know this is not True.) I then called NC DMV and the supervisor told me that is not the truth and is not how that works. She then tells me that she cannot fax over a copy to GA DMV. It has to come from the finance company. (Which I already knew).


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I responded to an offer for HELOC and the overall process was very sketchy. They kept asking for documentation and repeatedly over the span of 3+ months without sharing any insight. A closing was scheduled to the load (a lower number and higher interest rate), which I declined but they willfully submitted wrong information to the credit bureau.


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I have a checking account w/ Citizens Bank. I accidentally overdrew my account and was my card was allowed to remain active for a week (accumulating $430 in fees). I called the customer service # for help. Immediately was offended by the rep I talked to. Asked for supervisor repeatedly, finally he transferred me to a woman. Not sure this woman was in fact a supervisor! She was not much help either. Asked for her boss, to no avail. My service experience ended there. She advised me to go to a branch. When I went in the branch, I discover once again they were understaffed. No one with any authority to help me.


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First of all, it is now impossible to speak to customer service on the phone. You have to directly deal with branches. They also didn’t process my closed home equity creating problems with a mortgage lender.


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The branch at 152 Everett Ave, Chelsea, Massachusetts is the worst. Waiting in line for over 20 minutes to withdraw money, because drive thru machine always run out of money or mostly because it is always under repair (broken), poor customer service probably bad management. Going inside entrance of building only has one atm and has the same issues as drive thru. When branch is open there is another atm (fairly new) which runs out of money also, so wait in line 20 minutes to do a two minute transaction. So sad this location has for customer experience management needs to step up its bar. Right now it is at bottom. Good news is that it could be worse.


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Has all the earmarks of a bank going out of business. 1 800 number leads you to an endless computer menu that takes you nowhere and gives you no answers. They have an online chat system but nobody answers. You go to the branch and you find all the drive-up windows boarded up. You go inside and get a few disinterested employees who do not wish to talk to you or even deal with you never mind hear about a problem with the bank. Run people. Don't walk away. Run. I am soon to be a 40-year former customer.


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As per my experience, they are real stealers and loot all your earnings in a very fraudulent way. I have experienced with them for more than 20 years. Stay away from these looters. Don't give up your hard earned money.


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They got our names misspelled. Had a limit on how much you could transfer and yet the offer demanded a certain amount in a 10 day period, yet their limits wouldn't allow for that time period. They consistently got information wrong though, went to different branches to resolve and called helpline and talked to supervisor and still could not resolve...was a waste of time...leave your money in a different bank...you may not be able to get it out of this one!!


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The Greenwich, CT branch has the poorest service, poorly trained staff, English is a second language at this branch. Very unlikely to recommend to anyone! They don't respond promptly to email, or telephone call backs. If a depositor has a problem, they refer you to an 800# where you can wait 30 minutes, or more to get a human voice.


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My father had a home equity line of credit with the company. After he passed away I tried to contact them regarding his account. Understandably they needed info from me to give me information. I supplied what they requested. When I sold the house and needed pay off information they would not give me any information after repeated phone calls and supplying the same info I provided before. They finally wanted to mail me the info I requested but I needed the payoff info for a closing not when our mail service could get me the account number from them. Very difficult to communicate with, would not put me through to a supervisor. Would not recommend them as a bank to deal with at all. My dad had problems with them over the course of his loan as well. NOT applying payments when he had proof of them being received, not returning phone calls when he tried to inquire, etc.., Customer service is very much in need of improvement.


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Four months ago (during April), while Covid-19 was still in the upswing, I ordered through the Uber Eats app using my Citizens Bank debit card. Three different times the Uber Eats driver brought the food cold, and then on the third time, the driver brought someone along with him who was not masked up and was not wearing gloves. The bags each time were also open, or were not properly sealed. I complained to Uber for violation of Covid-19 and health food safety policies, who refused to refund my money and instead demanded I contact the business, who then blamed it in turn on Uber. I was left with no alternative to contact my bank and file a dispute with them as a recourse.


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I have been a Citizens customer for many years. I ran into an issue when my mortgage company charged me twice in one month when they were only supposed to charge me once. I called Citizens customer service and said this is my mortgage company which I had many years and I have had no issue with them previously. I just need to dispute this one charge. The rep disputed the charge and then had the three bounce check fees refunded.


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We have our mortgage with them and every time we ask them for something. It takes them a month to process and then they would never response, and when you call them they would say it’s denied for some bogus reason. Honestly if I knew this is what I’d be dealing with, I would’ve never bought the house.


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I had an issue where OnStar was allowed to take 4 payments out of our account with expired credit card info. They were denied 8 times and then Citizens let it go through on the 9th! I called the 800 # and was told that I had to cancel my debit card and get a new one. When I refused they said they “could not help me”. The bank let the payment go through with expired info. Onstar sent the payment. I did nothing wrong. Why should I be the inconvenienced and has to run around and change my other auto payments? “Supervisor Allan Z“ helped me. He was rude, not helpful and just repeated himself and He refused to give me his employee # or full name. Worst experience. Unprofessional and a wasted of time. I spent a half hour on the phone for nothing.


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So my son received 3 checks from Giant Eagle for a job he had there last year. The checks were mailed to him in May 2021. He deposited them in June 2021. These were payroll adjustment checks. They were dated in 2020 but had no "valid for 180 days" or indication that they would expire. He deposited them through the mobile app. All three were returned and he was charged 60$ by Citizens for the three checks. Two were for 5$ or less. When we went to the branch to try and reason with them they flat out said checks were no good after 180 days. If so why did they process them? Why wouldn't they reject them right away, why process them. They wouldn't explain or accept any responsibility. Of course we are disappointed. Especially disappointed at the way we were treated, as if we were dumb criminals. Time to change banks. Goodbye anticitizens.


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I was in the covid relief plan for 3 months last year. My hardship ended and I resumed making payments and accepted deferral on 1/13 to move the 3 payments to the end of my mortgage. I was then told that after I make my JAN payment over the phone that I would be able to resume making payments online in FEB. I was then told on 2/12 by Jade, 3/15 by Sharon, 4/13 by Denise, and 5/10 by loss mitigation the same thing, that my loan was still being restored/setup and I would be able to resume online payments "next month"... it is always "next month". I've had enough of the lies.


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I have a Home Equity Line of credit with Citizens Bank. Last month I received a two party check from my insurance company and it required bank's endorsement. I mailed the check to their main office in Rhode Island by two day Priority Mail. The check was received by the bank on May 14th. It has been three weeks since the check was received and I am trying my best to trace the check but there is no trace of this check. This is a horrible bank. I was assigned a Case # ** and Ms. Madelin ** was assigned on this case. I tried to reach her on the provided number. Luckily, I was able to talk to her after five days of continuously trying. When I tried to talk to her then she disconnected the line. This is an example of their customer service. This is a terrible bank. NEVER CONDUCT ANY BUSINESS WITH THIS BANK.


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We have mortgaged through Citizens for the past three houses. Since we have our savings/checking through them also, going online to check your balances is so nice to have all your mortgage info available on the same page and location. The staff has always been very helpful and I believe they do have my best interest at heart. Only wish re-financing wasn't so darn costly.


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Multiple issues with our mortgage, which we escalated to the chairman's office, and they could still not straighten out. We've now switched mortgage just to get away from Citizens Bank. Incidentally, we had a bank account with them (part of the mortgage requirement), and the service at the local branch was amazing!


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Me & my spouse got a HELOC through Citizens. Come to find we can't use those checks at any home improvement store. We opened a checking acct. 3 weeks now I've no checks nor paperwork w acct#. Hard to contact.


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My wife and I took out a student loan with Citizens Bank to cover the costs of her final semester in school. The total amount was almost $4,000, but with how they disburse the loans, there ended up being multiple separate loans. When it came time to repay the loans, my wife set up auto-pay, but unlike other companies, she had to set it up for each loan separately. One of the many loans was missed and not being paid. We started receiving "Thank you for your payment" emails with no other reason to be concerned. However, we were not informed through any means other than the account inbox (because everyone checks on that all the time) that one of the loans was missed. No emails, no phone calls, no physical mail, that is until the loan was already placed in delinquency. 


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If I was able, I would give them zero stars. They are UNSCRUPULOUS!!! They are taking advantage of students not understanding how loans work. That however is far from the worst part. They then hand over the loan to Firstmark Services. This company has a D rating with the Better Business Bureau. Yes that is correct, a D rating!!! How thoughtful of Citizens Bank to do business with a company with this reputation. Due to that choice, it leaves their customers no choice but to deal with them as well. I thought this was a trustworthy bank but I was clearly mistaken. Please look for help with student loans else where and save yourself the hardship and hassle.


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I recently made multiple purchases with by bank debit card. I checked my available balance before making each purchase. Citizens Bank encourages customers to do this via landline phone, computer, or an app. I discovered days later that purchases made on March 5th and 7th never showed up in my account. In fact, two of them still haven't shown up. The displayed amount available was actually less than stated. I then saw an overdraft for around $300. I contacted my local bank and they told me to call the 1-800 number. I spoke with three reps. ALL of them said, "This isn't your fault, this happened because of a technical issue." The first rep told me that I would NOT have to pay the overdraft since this was the banks fault. The other two told me I WOULD have to pay it. I made multiple calls, got different answers or was shunted on to someone else.


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Citizens Bank has extremely long wait times for customer service, the Office of the Chairman when cases are escalated are ineffective and non-responsive. I had gone into the branch located in Dorchester, MA to close my Citizens account over a year ago. I only recently learned that the Branch Manager who closed the account did not do it correctly, there was a stub of 32 cents left on account and the HELOC was not properly discharged. I've spent weeks in attempts to get Citizens to look into and resolve the matter so that the accounts are closed properly. Extremely dissatisfied with the level of service, responsiveness and banking abilities. I left over 15 messages with the person who was assigned my case and have not received a response in more than a week. Their inability to perform their job correctly has ultimately impacted my ability to refinance my mortgage.


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I have been trying to reach this company for days for mortgage information. They automated everything and the callbacks are days out. If you need an answer for any issue in regards your loan... it’s a waste. Wish I could change this mortgage company and I’m only one month in.


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Interest rate is ok. Easy to communicate. After we checked with other places, we settle with Citizens Bank. They are comparatively same with other top student loan providers. Having the same loan for two students from the same household.


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This bank has been nothing but mistakes since the beginning. I opened a checking and savings... Money was placed in both accounts. Never did I have access to it and at one point they told me it did not exist although it showed on a statement. They closed it and reopened it... I guess it was the same one because it never existed on the books but yet it showed up on statements. Got a letter stating that I owed $180 in fees at $30 a plot... It was a negative balance that they created because they processed the charges that were long after deposits that were made and they were never posted so they are the ones that created the negative balance. This happened several times even though they gave me a letter and told me I was no longer in their overdraft program which they abused. I'm writing this on the day I have decided to jump ship... If you're with them you better get on the lifeboat with me before the ship sinks.


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I would not recommend Citizens Bank to anyone. In my experience, their customer service was unhelpful and unresponsive to customers' needs. Earlier this year, I noticed that my bank card was due to expire in a month. I called their customer service line to see when I would get a new bank card. I was told that it was already in the mail and not to worry because I should be receiving it within a week. I waited the week and, when I did not receive a card in the mail, I called them again. I was told the same thing as before and that it would be coming in a week. Finally, I called once more when the card was about to expire in less than a week. A third agent told me that it was in the mail and that it would be coming within a day or two. Surprise, surprise, it did not. My bank card expired and I had no way of accessing my own money in the account for a weekend. 


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I've been with Citizens Bank for almost a month now, I have a checking account. I dropped M&T and went to citizens. I absolutely love them! Fantastic customer service! I don't like the overdraft so well, but hey it's called keep your account out of negative then! :) I have nothing bad to say, I love the card! Bank locations are extremely near me which is very convenient and easy! (State of Delaware) I recommend them! So far so good.


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We have been in the process of securing a home loan in Albany NY. Home Loan officers Jason ** and Stacy ** have been dishonest, incompetent and unfit to do their jobs. They have lied to us, repeatedly asked for the same paperwork and are unable to answer any questions. What should have taken a couple of months to process is now going on 4 plus months with no end in sight. They do not return phone calls or emails. Please please go with another bank. Citizens Bank is absolutely a nightmare and these two in particular should lose their jobs for the way they treat customers.


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In the time I have been with Citizens Bank a number of issues have arisen, much to my obvious dismay, but the latest is the last straw. My ex-wife in the UK died in October this year (2020). Apparently she had spent the last months of her life in Rowans Hospice, a nursing home for cancer sufferers in Portsmouth, UK, where she had been well cared for. Her son by her first marriage, set up a fund for the for the hospice to which I attempted to make a donation via the Just Giving website. However, I had an email from them saying Citizens Bank had rejected the transaction simply because they are a company in England, which the Citizens Bank fraud dept regarded as suspicious. 


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We live in the southern country part of Delaware. Nowadays our area is booming with construction. Commercial as well as residential. The area is building literally 24/7. Our closest Citizens branch is 25 mins from home. Not a huge deal. But it becomes a larger deal when you work 6am to 4pm everyday Monday thru Saturday. That limits your options of being able to get to the bank. Yesterday I needed to get money out and was at work. So to save time and for CONVENIENCE, I wrote that in capitals because apparently Citizens Bank don’t understand that word. But anyways I sent my fiancé and stepson to go to my bank with a check that I had written for them. Cash it for me and return with the money. Upon getting there my wife goes through the drive thru and is asked to come in. 


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The bank has made several mistakes and has not corrected them even after months of visiting and calling the local branch and calling the corporate office. They stopped sending me monthly statements not by my request and continued to charge me. Although I tried to correct at local bank they never did fix the mistake. They randomly linked my husband's account to mine. Then prevented payments for school Tuition from going through which quickly started to accrue fees. We would call. They would say they fixed it and it still wouldn’t work. The branch refuses to take ownership. They send you to a corporate number and then you are ignored. This has gone on for many months. I have since closed my account.


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Nothing they offer or say is true. I received multiple mailings offering great rates saying I was pre-approved for a mortgage. I met every requirement and more for a construction loan. They were even going to match other mortgage companies' rates! Like I said, nothing they offer or say is true! After I paid $750 for an appraisal that came in extremely low, I waited weeks for replies to my emails. And when they did reply, I had to remind them of my loan details and resubmit documents I had submitted weeks earlier. Finally, silence for another month. Three months after I applied, I received an email from my mortgage salesperson saying I should apply somewhere else. Reason? They couldn't verify my income. My w2's that the government accepted for my taxes was not proof enough for them. They never intended to process or approve my loan in the first place. They took my $750 for the appraisal and they were done.


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I have had Chevron/Visa card through this company for a couple of years. Never late on payments always overpaid. My limit was $1500. I paid them $1200 in June in August they lowered my limit to$330. I have 0 balance on all my other cards with other companies. I got the same lame excuse. Not enough real estate, high credit usage, etc. Unless they paid off my $458,000 home that's not true. My other cards have 0 balances. Before applying for credit anywhere make sure they don't use SYNCHRONY BANK. They did the same thing with my Sam's Club account.


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I really liked the branch close to me but they closed it down, and the closest branch was 25 miles away from me so I got a bank closer to home. I properly had closed my accounts in May 2020. They were trying to get me to pay service charges on the account that I had properly closed. I spent an hour on hold before and another half an hour getting the charges taken off. The gentleman who helped me was very understanding and did a great job getting the charges removed. Is this how they treat all former customers or just me?


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This bank has been our bank for almost 27 years. When we moved to NH we started with them and have remained with them since. Customer Service is fantastic.  I will say during this Covid-19 it has not been always easy to reach them by phone due to high call volume, but always very helpful. Also the financial group they have is great as well. They meet with you at your appointment time, and if you do not call to make an appointment they are calling you to set one up. Great bank overall.


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During my own experience with Citizens Bank attempting to obtain a mortgage, the appraisal came in more than $40,000 lower than the value of the home. After reviewing the appraisal report, it did not take into account that the home - which is in a flood zone - was raised more than 10.6 ft into the area and was FEMA compliant. This renovation significantly reduces insurance requirements and is an expensive renovation, ranging from $50k-150k. They refused to change the appraisal and refused to refund the appraisal fee despite their obvious mistake/completely dissimilar comps. 


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Handled by Loan Officer Jordan **. If Citizens bank believes that a preliminary deal will not go through or will not be beneficial to them, they will drop you and never follow up with you... Tried reaching out to Citizens Bank Heloc applications department because the above officer was not responding for several weeks; on hold for 1.5 hours. Called back in the morning the next day. 1 hour on hold. Sent multiple emails, called several times, left voice mails to the person above...never responded. Reached out to him a month later. Said he would follow up the next day. Did not follow up. Wasted 2 months in total because of this person and citizens bank practices. I do not like leaving bad reviews but it is not right for people to be treated this way. I would suggest to AVOID dealing with Citizens bank on any home loan products.


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Deposited state govt. Unemployment check on 7/31 $2450.00. Was told funds would be available Today the 4th when I went there yesterday. NOPE never told me up front they hold all checks for 7 business days. MY other bank I deposited the $7560 was available that day instantly. I owe a friend money and now can't get it to him until the 10th. He understands the problem. JUST make sure when you open account at reg bank you get everything explained written and signed that day.


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The staff in both locations I go to remember me and are always nice to me. Their financial advisor was very helpful during these crazy stock market times. I am not charged any fees but I do have a substantial balance in the bank so that might not apply for everyone. I enjoy the drive through options as well.


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This is THE WORST BANK IN THE STATE OF VERMONT. HORRIBLE customer service OVER AND OVER AGAIN. The people at Williston, Vermont are NOT at all helpful. This is the latest incident: My debit card has an expiration date of 08/20. I called because an online seller at the end of July said 'oh you need a new card'. So I call Williston, VT branch. The branch employee INSISTED that the debit card was good through the month of August. I explained I was LEAVING on a trip Aug. 4 and I would need to use that card. Today, Aug. 1 my card was declined at a store. So I travel 30-minutes to Citizens Bank ATM to draw out cash. GUESS WHAT? ATM will not give me my money and the branch is CLOSED. I call 800 number and the woman says 'oh your card is no good' (EXPIRED). Oh and did I say they wanted to charge me $12 to have a new card issued?


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I deposited a rather large check into my account at a kiosk (COVID or else I would have been at the bank itself). The machine did not deposit the check and never returned it to me. After a lot of panic and calls to file a claim, I asked the check issuer to please go head and cancel it since I was not comfortable with a check sitting in a random ATM. I asked for Citizens to please reimburse the check issuer for the $25 cancellation fee and they refused. Told me I should have kept the claim open and not have cancelled the check. I am sorry I did not want to leave a check stuck in a machine and felt it was my duty to tell my tenant what happened and perhaps to cancel it. I am glad I have someone's best interest at heart because Citizens Bank sure does not do the same for its customers. Over and out, I will drive 45 minutes to the Chase bank to avoid giving them any of my money. I suggest you do the same.


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I had 2 fraud claims on my debit card which were summarily denied. I refiled and was again denied. Was never allowed to speak with the examiner who denied my claims. Apparently Melissa ** in the office of the chairman is as high as you can go. I am 74, made none of the 10 disputed cash withdrawals, yet my bank (where Your Security is Our Priority) says I did and I am not getting my $500+ back. I have proof it couldn't have been me, but was given no opportunity to provide it. After the first 8 transactions were disputed, they sent me a new card which was immediately hacked for 2 more cash withdrawals. I am so out of that bank. Horrible experience over almost a month trying to get my money back. I am resigned that I will never see that money. Wish this bank could be stopped from continuing these predatory practices.


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Worst mortgage experience of our life that we will be reeling from for years. Citizens Bank pulled their financing after issuing a commitment just days before our closing in late March after the Covid virus temporarily shut down our business. We had 130% of the entire purchase price in liquid savings and would have been able to make years worth of on-time monthly payments from our savings in a worst case scenario. 


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I deposited a $5,000 check from my mom's estate account. The teller originally told me that the check would clear as a customer courtesy the next day. It did not. I called the 1-800 number and they told me I needed to call the branch manager where I deposited the check. She said the funds weren't verified. I called the next day and asked why didn't the check clear because it already cleared my mom's estate account. I was told by a person who kept saying he was a branch manager for many years that they had to protect me and the bank. 


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If I could give 0 stars, I would do so. Avoid working with them at all costs. 3 WEEKS AGO my identity was stolen and a fraudulent account was set up through Citizens Bank using my information. I immediately alerted Citizens Bank and was given a case number and an employee dedicated to my case. 3 weeks later, I still have NONE of the issues resolved -- the account is still open and not restricted from use. I've been given ZERO information about progress on the case/investigation, and have also not received any indication of my liability for additional fraudulent activity on the account despite my multiple attempts to get this information.


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If I could give zero stars I would. Reprehensible credit card company/bank. I have been a customer since 1992. I've been fortunate not to have to use any credit cards for awhile so therefore haven't charged anything. Today I received two letters in the mail (regarding two different credit cards I had with them) to tell me that my cards have been closed due to inactivity. Yes. You heard that right. I did nothing wrong. I paid every bill on time. And I received no warning letter prior to this to inform me that this might happen. They simply, undeniably pulled the rug out from under my feet. No warning at all. 


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2 counterfeit checks were cashed on my account totaling 4980.00. These checks looked nothing like the real ones, no waterproof mark, my signature didn't match at all. I filed a claim with the fraud department and my claim was denied.... Reason: they cashed them in good faith and I told them too late... Now my question is... If I told them let's say a day after would they have owned up to their carelessness... Good faith??? I entrusted them with my funds in good faith.


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Been with Citizens Bank credit card services for many years (5-7 years). Had not used my credit card for the past year for personal reasons. Understand credit companies have policies of closing accounts if it's not used for a certain amount of time. Almost all credit card companies will send communication BEFORE they close the account, so as a customer I am aware and perhaps motivated to use it. Citizens bank closed it, didn't tell me... I only found out b/c credit reporting alerted him. This also dinged me a little on my credit reporting. Called Citizens and their response is that it was part of my agreement when I got credit card. Again, a courtesy communication is the right thing to do...knowing it can impact credit reports. Extremely poor policy, poor response. Will never use them again and have made sure anyone I know is aware not to use them too.


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Great Process, Staff and overall experience. They kept me informed about process and status of every step. They kept me informed about everything to come and any materials and proofs needed. This old Veteran can't express my gratitude for this service, especially before my double transplant.


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The rate is not reflected fast enough to whatever Federal announced. Starting rate is little better than Chase and CitiBank. Customer representatives are responding fast. That is the reason why I picked Citizens Bank.


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I just had the most unheard experience with Citizens Bank. I applied for a personal loan. I got approved after providing them with everything they asked for and signed promissory note. I logged into their site the next day and to my surprise the loan that was already approved was GONE. I called customer service and to my surprise I was informed due to their "Final" review where they weren't able to verify something (they refused to tell me what they couldn't verify) it was declined. Very unprofessional to approve someone, make them sign a promissory note and not even call them the next day to inform them that they changed their minds? It all seems very suspicious to me, almost like they wanted all my personal information including access to my bank accounts so they can "direct deposit" the funds. Very unprofessional! Stay away and save yourself the aggravation.


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I’ve had my account for about 10 years now and they are the absolute worst bank I’ve ever dealt with! The tellers at my local branch are very friendly and helpful, but, the bank policies and procedures are absolutely insane! They take forever to post transactions to the account, they take 5 business days to clear a check and they took over a month to return money to my account when someone hacked my debit card and made purchases from the west coast (I live in the east coast). Customer service center...overseas! I’ve spoken to reps with such heavy accents that I can hardly understand them. My experience with them has been completely frustrating! I’m waiting for some transactions to clear and I am closing my account and moving to another bank! Bye Citizens Bank!


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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.


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Do not have your lender sell your mortgage to this company. They Are highly unprofessional. They sound so uneducated. I can't believe the law allows companies to run their business with such lousy behavior practices. They should be shut down and sued!!!


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Deposited Money order lunchtime. I was told it would clear overnight, but received an overdraft fee when my rent check cleared overnight. Why wasn't the deposit posted first before the rent check? Citizens bank deliberately posted the check first then the deposit, so they could charge me an overdraft fee. Of course they deny it. They should be held accountable to follow legislation put in place to govern banks - but it's not enforced.


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I wish I could give it zero stars, Our organization of 700 members opened a business checking account with this Bank. Our organization is a savings group. Prior to opening an account for our organization with this bank, me and my wife had a joint account in this bank, one of my friends had an account with this bank, My friend's church had a business checking with this bank plus all signatories to both our organization and the church had personal accounts with this bank, that's part of the reason we thought we would open an account for the organization.


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I had funds in a business banking account and had enough in it to avoid any charges for a low balance. I have two accounts, personal and business. I get plenty of correspondence from the personal account such as if there is an overdraft fee but nothing from the business account at all. The bank, according to its policies, has been removing $5 per month for quite a while because the account is "inactive". That added up to over $1400. It seems like and totally in my opinion there is an algorithm that says for inactive accounts do not send any information to the account holder so that accounts are bled dry. 


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I got a credit card with Citizens Bank because the cashback percentage was high. I quickly realized that it wasn't worth it. They list your "pending transactions" in such a confusing way, all mixed in with your cleared transactions. I could never figure out how my balance had been calculated. I decided to redeem my rewards, then freeze or cancel the card. But you can only redeem your points to a card credit, forcing me to keep using it. The other option was to transfer points to a Citizens bank account. I will not be opening one of those! This taught me to stay with the big, known banks. If it seems too good to be true, it probably is.


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I didn't realize so many other people had the same bad experiences as I have been having...Citizens likes to post your transactions out of order when they know your balance is low or wait to post deposits or any transactions for days so that your account balance goes "negative" and they charge you a $35 fee for each "overdraft" and a $12 fee for moving the money out of your overdraft protection account. As soon as a few of my payments clear, I am finally closing the account and moving to another bank after being a sucker for years. They have made their money on me so now I'll take mine elsewhere. Too bad my old bank was bought out by Citizens because I liked them!


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You can make a purchase and since it doesn't show up until days later you have no clue what your balance is. I honestly think they do the on purpose for the reason if you go negative they can reap in the interest and late charge fees plus overdraft fees. I've seen others say the exact same thing posted over a year ago and they still haven't fixed the issues. I am about fed up! Next pay I will be going to another bank.


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I paid off my home equity loan last month. This month I got a bill from Citizens Bank for 4 cents. 4 cents. I called them to ask about this because I thought I paid them in full. After waiting 40 minutes on the phone I was told if I want to close the account it will cost me $54. So I sent them a check for 4 cents. Will keep you posted.


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I have been a customer of Citizens Bank now for 3 years. I keep very good records of what I spend and keep a watchful eye with a daily screenshot of my account because I'm short $20 to $40 per week and am tired of it. I have questioned the bank numerous times to no avail. They are right and I am wrong. There is also a fee of $68. to close out an account. There is a fee for everything. 


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Hi, Trying to get a mortgage contingency date met. It seems it's not going to make it on time because of not so timely and not so good underwriters. They piece mail you to death getting information, and then when they have everything they don't seem to fully understand what they are looking at. They ask for more information, but it's information already provided to them. Horrible experience so far. Not sure if I can switch to a new bank at this point. Based on my experience, I would say avoid Citizens Bank especially if you don't have time to screw around. In my life I've obtained a number of mortgages through purchase and refinancing with various banks. This is by far the worst experience solely because of the underwriters. Stay away!


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I received a promotion flyer in the mail: Get $400 to open a new account. I opened the account and arranged my payroll compensation to go in to it. Having met the requirements, I called about the "bonus". Long story short, after a dozen phone calls and being put off and given different reasons, "after 60 days", "90 days after you open the account", "90 days after you made the required deposit". Now I'm told, "it's only for new customers"!!! The only way the have my name and address is because I'm a current customer!! Not one of the associates I spoke with one the phone nor in the branch ever noted such AND it's not on the promotional flyer! Citizens Bank are a bunch of SCAMMERS!!!


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I actually got a late charge on my first cycle because I paid my card too early. If I did that on any other card I have have, it would have just been taken care of. The first woman in customer service was a b....ummm unpleasant person, I actually had to call my banker and then I was told it was taken care of. Well, it wasn't the next month, late charge because of the first payment that I overpaid the minimum due but was too early was listed as not paid, so that unpleasant person set me up. So I called customer service again, the woman was nice but useless...so I just paid the $35.00 late fee and said I would never ever use this card. Also, their website is set up to deceive you. If you have a promotional plan, don't you expect to see details, like the expiration date of the promotion? No, can't find it on the site, you have to call. I cannot recommend this card at all, in fact I warn you against it...beware. Citizens Bank you owe me $35.00.


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October 28th, 2019. I have been online banking at Citizens Bank for several years with only one real problem. The online banking is “down” far too often. After all, that defeats the whole purpose of online banking. So many times I had to wait till the next day to pay a bill. Transfer funds, etc.. Annoying. I always make check deposits via Citizens Mobile App. Usually no problems. However, yesterday morning I attempted to deposit checks. I got an error message stating that the service is unavailable, try later. I did; an hour later, two hours later, several hours later, again last evening several times, and by noon today I was getting REALLY annoyed. I have multiple checks to deposit. 


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I deposited a payroll check and a 10 day hold was placed on the check with the bank saying they were unable to verify funds or check validity. I called the issuing bank and the business accountant - there was no issue with the check. I called customer service and my local branch asking if they could please speak with the local bank, who could verify the validity of the check. They refused. Cut to a week later, the issuing bank said the check cleared and funds were sent to Citizens. Despite the check being valid, and the funds reaching Citizens, they STILL refuse to release the hold. 


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Paid off an RV loan after 11 good years. Received title and payoff letter, sold the RV, 40 days later they hit my credit and said I owed them $238 more. Paid them $238 and Received another payoff letter. Then they sent me a check for $238, from the CHAIRMAN'S office stating it was a show of good faith, but got a call a week later that they made a mistake and the check was canceled. 16 calls total, 4 cases opened and they say we are square.... I don't believe it. Stay Away from this Bank, they don't know what they are doing, even the "Chairman."


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I had multiple fraud problems and this last one they are refusing to refund me almost $2000! They said with a business checking I should be checking my account every 24 hours. I noticed about a month after the fraud took place as I don't even use this account and they are refusing my claim! Shame on them for failing to protect my money and not refunding me! I literally used this account one time to order checks. How can fraud take place!?


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Had a student loan that was defaulted and transferred to Citizens Bank back in 2016. Apparently Citizens Bank never filed the proper paperwork with the credit bureaus at that time. Fast forward about 4 years and out of the blue last month, my credit score drops 93 points due to my citizens bank student loan. Upon contacting the chairman's office at citizens, I was literally told "we don't know what happened". I have not gotten any updates, my phone calls and voicemails went ignored for three weeks until I finally went through a different channel... Still no ownership or explanation about my account though...


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Discovered five days prior to a mortgage refinance closing that my Citizen's Home Equity was never discharged at the registry of deeds which was paid off approx 10 years ago. After numerous phone transfers finally got to the correct department who took the information and assigned a case number. I called back 2 days later, was told that the discharge was mailed to my mailing address and would receive in 5-7 days. Ok, great! Asked if they could fax or email a copy to my closing attorney so I could close when scheduled. "I'm sorry we cannot do that you will have to wait for the original in the mail." Asked if they could send a copy to the closest branch and I could go in and pick it up, same reply. So here I am, waiting for the document and had to cancel my closing. All my closing attorney needed to close was "proof" that I would be receiving the original. Customer Service is awful, exactly why I left as a customer 10 years ago.


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Deposit a check on checking account and they told me for suspicious reason the check was on hold for 90 days. They did not want to hear anything about it. not helpful at all. Will definitely close my account after this situation is solved. I do not recommend this bank to anyone. Poor customer service


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I was victim of a scammer. As a result, I deposited a fraudulent check on my account. The check bounced and the bank charged me a $20 fee and closed my account. I went into the bank branch of Pawtucket to explain that I reported the scam to the police and to the Federal Trade Commission, that I was a victim and not my fault that the check was not good. 


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I deposited a retirement loan check into my account drawn off Prudential on 9/9. My account was locked down for fraud due to the check on 9/14. My check card was deactivated and I was unable to gain access to my existing funds in my savings or checking. Customer service transferred me to fraud card services who told me they couldn't assist me. I called back through customer service and asked for account fraud services. I was told by the foreign rep that he could not lift the hold due to the fact my account is under investigation. He said the check is on hold and it could take up to 2 to 22 days to resolve. The funds that I had available, prior to the check is also frozen. Thankfully this isnt my primary checking account or I would up the creek. Once this account is off hold, I am closing all my accounts and transferring my money back to Webster. Hate this bank.


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My payroll check was deposited a week ago and there's a 10 day hold because the bank on the check hasn't verified funds. Citizens bank it's your responsibility as a business to verify the funds, meanwhile I starve while I wait on people not doing their job correctly.


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My husband and I opened a checking account upon moving to Elizabethton, TN. I used the online bill pay after our initial deposit cleared (9 days-which was ridiculous on its own merits). The bills were all set up for payment on 8/5/19. A couple of the bills were paid semi-promptly, however most were not processed for a couple of weeks and one was not processed at all. It showed “paid” but money was not removed from our account and then I was notified we incurred a late fee. I went in person to the bank to try and clear this up but was told my husband was “primary” and he would need to come in. I assumed incorrectly I guess, that this was a joint account. This account will soon be closed once we can get our direct deposits changed...again. Online banking is terrible. My advice is try another bank.


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We paid off our HELOC in the end of December last year. We discovered that the bank has not filed the release of deed in August 2019 (almost 8 month after we paid off). We sold the property on Aug 15, however, the buyer's lawyer is holding some proceed money since he can't obtain the proof that should be filed by the Citizens Bank from the county office! We spoke with Cape Cod regional manager about a week ago. She told us that she would escalate to Office of the Chairman and we should hear from them in 2 days. It has been almost a week since we were told that the office would contact us. Our lawyer whom we gave the power of the attorney has been working on this with the bank since the beginning of August and he has no luck so far!


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While other banks responded in a timely manner, many of them in a matter of minutes, Citizens Bank took approximately 3 days to render a response. They also pulled a "bait and switch" tactic for APR rates and were not as transparent as other institutions.


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I love the staff; they always make you feel like family. If I have a problem they always make sure they solve it. One of the things I don't like is on Fridays around lunch (the busiest time) they only have two people working the front.


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I've been on hold for over 1 hour. Finally a foreigner who I could barely understand answers the call. Then they switch me to another dept. On hold there for a while, then they interrupt the call for me to leave my call back number, and now I'm waiting for a call back. THIS IS CUSTOMER SERVICE?? If I could rate them -5 stars I would. I guess their time and bottom line is most important and their customers can just go pound salt. After this experience we're going to refi and pay this off. Hey Citizens Bank - YOU go pound salt! Key Bank NEVER treats us like this and is fast, respectful, and friendly. Their hold times are practically non-existent. Same for Quicken Loans. I will NEVER do business with this bank again once our loan gets paid off.


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I have had an account with this bank for a very long time. I have never been in the low balance category or had any problems that have not been fixed to my satisfaction. However, many things have happened that have caused me to consider a migration to another bank. I will try to keep this short. Years ago my card got shut off automatically due to a fraud charge. Happy about that. That's what I want them to do. I was told I had to wait a few days for all the pending transactions to come in to claim everything. For 3 days new fraudulent charges kept coming in even though there was nothing showing in the system or on my account online. All that money was put back but what concerns me is that the lady at the other end of the line, several escalations up, couldn't explain it and said it should not be happening, etc. I let that pass.


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I requested a release of lien for a loan paid in full in April of 2012 on a property sold in June 2019, sent paperwork requested 3 times. I am still waiting in August 2019. I am unable to touch proceeds from sale because of this incompetence.


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I’ve been a Citizens Bank customer for 4 years now and I literally don’t have one good thing to say about them. They never ever alert you when your account goes into overdraft when they supposedly set up text or email alerts (that was 3 phone calls ago and still haven’t gotten any notification..) They find little way to take your money. Always. They are absolutely rude on the phone. If you have the app, DELETE IT! It’s useless because it never updates the same day, OR something gets taken out the same day and doesn’t show, then sets you into overdraft. But yanno, getting the text alerts would’ve let me know the same day, rather than letting me know, "Hey we will charge you $35 by tonight if you don’t put the money in to get it right." Worst bank ever. Will be taking my business somewhere else. This is one of those banks that will soon go bankrupt.


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I have had a checking account with this bank for years. I had a refund check from Synchrony Bank and deposited it it my Citizens' checking account 5 days ago. It was for about $4700.00. I was told by some moron at Citizens that the check could not clear because they could not get it verified by Synchrony. I called Synchrony and told me they don't know what they are talking about. I was told by Citizens that I would have to wait another week for my check to clear. I have never seen this in my life. It is a bank check. What's the problem. I will never deposit ANYTHING into this account again. I need this money to pay bills. NEVER AGAIN. THESE PEOPLE ARE CROOKS.


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Walked in to 1880 Mineral Spring branch in North Providence. Waited for assistance on an issue with my checking account. Was received by **. and when I explained my situation was completely unhelpful and rude in her tone. Ended up calling 800 number and they resolved it after waiting 30 minutes on hold. I'm a customer of the bank for 8 years with both business and personal lines as well as having recommended numerous family members and others to the bank. Everyone should be treated the same though she didn't know I was a high value customer. 


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I’ve been banking Citizens Bank for over two years now And I have never been happy about it. The overdraft program is supposed to keep you from overdraft your account. But every time I turn around I’m being hit with overdraft charges. The agent explained to me that the program only works if you're using the card but recurring payments don’t apply. But I feel if I can’t overdraft the account how could someone else. Clearly that’s how citizens get paid by not explaining completely about what the overdraft program protects.. 


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I spent the last 1.25 hours on the phone or on the website trying to just CHANGE my password!!!! It should NOT be this difficult! Now I get an error that says "The information you requested could not be displayed. Please select "Go Back" and try again." And the site no longer recognizes my ID or PASSWORD!!!! Wait on hold for another 20 mins to get a stupid "supervisor" girl who insists on my giving her my cell number to change it because it's "required". (NO. THEY ARE NOT GETTING MY CELL NUMBER!!!!) So now I'm locked out of online banking, missed school classes today because it's too late for me to go in now, ruined my week because I need to go and make up classes on my day off ALL BECAUSE I WANTED TO CHANGE A PASSWORD!!!! I'm closing my account.


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Went for a refinance with Citizens having a lower 800 credit score, plenty of income, all my files sent in diligently and electronically and over $330G in equity... 4 months later and still no closing in sight and lost my lock-in rate (now paying an 1/8 of a point higher with another bank). Original Mortgage Originator quit the bank, assigned to his manager that was slow and did not communicate at all, after complaining to CFPB I was assigned a "corporate advocate", who also never communicated and fell off the face of the earth and now I am filing complaints with Dept. of State, Federal Reserve and BBB. Stay clear from Citizens Bank and go with a mortgage person that communicates well.


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I was approved for a Citizens credit card on 6/7/19 and was told the standard line the card would arrive in 7-10 business days. After MORE than the standard 10 days (7/2/19), I called Citizens again to let them know I still had not received the card. This was followed up with a guaranteed overnight delivery via FedEx that should arrive by 7/3 but at the latest 7/5/19 (due to the holiday). Both of those dates came and went and I still did not received the card. Now today (7/8/19), I called again to say I never received the credit card sent through OVERNIGHT mail back on 7/3/19.


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I have had an account for over a year with them. I've been noticing that they will process debits first, before they process deposits.. which oftentimes can make your account go into the negative. And this doesn't show up when you check online. If you rely on online banking, you're scr*w*d. The last time my account went negative, I went into the branch and successfully argued for them to remove the overdraft fee, because the only reason I went negative was they did not process my deposit till after 5p. So my account went negative before bank closing, even though I made my deposit before 8, which is when the ATM says deposits will be processed same day.


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I have banked with this bank for well over 20 years. I have used online banking for the last 6 plus years. They will no longer allow me to pay my home equity loan, which is with this bank, from my checking account, which is also with this bank. After many hours on the phone, they still refuse to fix their problem. Their solution is for me to go into the bank and pay it out of the same account thru the teller. Ridiculous. The only thing I can figure is they have no knowledge of their own online banking system. Needless to say we are leaving this bank.


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They literally screwed, such as inappropriately charging me interesting, restricting my cash back services, rude customer service representatives and other things that I don't really feel like going through all of it, but what I'll say is you bank with them at your own risk.


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I got an auto loan through this company. The dealership got it for me. Their website and app to pay my loan were very glitchy in the first place. Once I traded the vehicle in, the dealership took a while to send them the payoff. I informed them I had traded the car in, but they still added me as having made a late payment on my credit report even after I traded the car in. They also refused to remove it from my credit report and were pretty rude about the entire ordeal.


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They make any excuse to steal your money, then when you call about it they say "I'm sorry for all the misleading information. I don’t know why they would give you that information." Now I know why they got Sued and lost. Sad that they're still playing the same games after the fact. Read all the reviews before you even think about opening an account with them. You will be regretting it.


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I had suspicious activity on my account, called immediately. They cancelled my debit card, overnighted a new one. Fraud continued, 4 more calls, overdraft charges. It had nothing to do with card. It was the account. I'm out over $450. They tell me in a few weeks once they investigate it will be corrected. Why do I have to wait a few weeks? I've never reported fraud to them before, a customer for over 20 years. I think the money would be a very small impact to them. I was disconnected, hung up, no customer service. Typically spoke to India. It was a horrible experience and now I'm changing my bank!!


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I opened an online CD account in January, no assistance from any actual employees, I did all the work to open the account and deposit my money. In March, I lost my job. In May, 1 month before starting my new job, realized I was slightly shy on cash and called to access some of the cash, but intending to keep the majority in the account - even open a new one. They wouldn't do partial anything, and the penalty cut into the principal amount. When they suggested I provide documentation to substantiate the hardship, all they can accept is hard copies. So, I do the work online to send in my money and the only way to retain it in a hardship is to spend money and send you hard copy of personal information by snail mail?


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I was charged fee after fee when trying to close my account!!!! The root of this problem is their super lame mobile app that didn't show the amount of money that I had in real time even though I have checked if I had outstanding payments. Do not bank with them. Period.


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I have had this account 4 months. I swear if I even look at my card, I incur a fee. My major issue is I get the same deposits on the same days every single month. I signed my electric bill up for bill pay. Well they processed the bill payment before they posted my direct deposit. They then didn't pay my electric bill but charged me 70.00 in overdraft fees. The electric company then charged me 35.00 for the returned check and now I cannot write a check to them for a year. I am in a fee nightmare. They charge money to get a paper statement last month so I was in the negative. I have news for them, no more money is going into that account EVER. Already cut the card up. I also never received the 400.00 I was supposed to get after opening my account. Even though I went over the direct deposit amount needed in 60 days to receive the 400.00. DO NOT GET AN ACCOUNT HERE!


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I have a mortgage loan with Citizens Bank. That process was seamless. Fast forward a couple of months, my escrow payments are not correct. I am paying significantly higher than what I need. I have been calling and calling and have not been able to speak with anyone! On numerous occasions I have been on hold for 30, an hour even two hours!!!! THIS IS HORRIBLE. They are taking my money and now I cannot talk to anyone to fix this issue. DO NOT OPEN AN ACCOUNT WITH THEM.


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I have spent the last 1 1/2 years trying to close an account. I have made multiple trips to branches and multiple calls over the phone. After a year of no bills and multiple assurances that the account was closed I received a new bill for $125. I then spent half an hour on the phone speaking with incompetent people. I would suggest running the other way in order to avoid dealing with these people.


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Had an account with them since 2013. 6 years later they just debited almost $200 from my savings stating I owed them for a "charge off" on my account. No notice, no letter, no phone call. When I called the customer service they put me in touch with the recovery line. They stated they didn't have a current address or phone number on me which is a complete LIE!!!! Any overdrafts are promptly paid and I owed them nothing. Go into branches all the time and nothing said. Needless to say I will close my account tomorrow after my direct deposit posts. I will also file a complaint with FDIC. Going to a credit union. This isn't ok!!!


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Been traveling abroad for the past 12 years with Citizens bank as my desired credit card of choice until recently. Typically I would phone a Citizens rep to report my travel destinations, they would ask for info to confirm my identity and I would provide that information. On this one occasion - after 12 years of traveling abroad - the rep stated he would need to verify my identity via text message. As I explained I'm using a mobile not registered with the bank (mobile phone typically used when traveling internationally) and if needed, I can verify all personal info including the exact amount of my last transaction. The representative denied my request to note my card for travel even after consulting with a supervisor. Fortunately for me I had second credit card on hand and was able to note that card of my travel dates and countries (ALL AUTOMATED) in less than 5 minutes. Needless to say I will close ALL accounts with Citizens as soon as I step foot back on American soil.


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There have been issue since the first week I opened an account. I opened a new account and had to wait a 10 days for the card. Fine, no problem but the card comes in my name is incorrect on the card so it can’t be used. Fast forward a few months and they call me to tell me there has been fraudulent activity and they cancel my card and and tell me I’ll need to update all my payments that come out automatically. I didn’t receive the card for over a month. On top of that I removed my money from that account to another I have there and I’m charged an overdraft fee because my payments that they told me would need to be updated are still coming out. I can understand paying for the things that were taken out automatically but you would think they would refund me the overdraft fees for giving me false information. Nope, still requires to pay them as well. I’m definitely closing my accounts.


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I opened an account with them, didn’t have any issues at first. Once I set up online banking with them and I started watching everything I noticed fraudulent charges on my account some in which were out of country, never been out of country nor bought anything out of country. So I called them. They would freeze and deactivate my old debit which I was thinking good, until they kept sending my debit card to the wrong address. I opened my account in the branch in the town I lived in. The first 1 I ever got was sent to the right address then they kept sending a new to wrong address, I had to call multiple times about fraud so they kept repeating this over and over again and mailing my new card to wrong address. I had to keep calling FedEx to bring it back to their station so I could pick up up. I still kept getting fraud charges on my account, so I finally had it with them. 


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If I could give this bank a 0 I would. The bank teller Jeffry at the Lower Burrell PA branch is a sarcastic, condescending jerk. Instead of explaining in a professional manner why they can't answer a simple question about MY account he gets condescending and treats you like an idiot. Absolutely REFUSES to show you on a computer at the branch how to set up online banking. Gives you an 800 number to call customer service who tells you to go to the branch for help. Now he's REFUSING to deposit my checks when there's money in the other account from where it's coming from to cover it. It's a HUGE runaround. 


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The bank is living before the stone age. I started with them because of great mortgage loan rates. (Better than my other Banks). My first month I try to pay my mortgage from my account & every time I do it keeps sending me to another site. It wants me to sign up so I do but it won't let me without approval. This is on a weekend (my days off). I search around & can only get approval when I'm at work but my company is strict on personal phone use at work. The whole process was a big hassle. I get signed up & you have to jump through hoops for a password, but I still can't pay my mortgage through my account. 


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When calling Citizens Bank Cust Service line, you are on hold each and every time for at least 5 mins! The call is answered by an overseas office - India in my case - and the language barrier makes it impossible to have a quick and easy call after waiting for someone to pick up. I have asked to be transferred to an American office and have been left holding for another 15 mins with NO ONE picking up the line. All of this in the middle of my work day. After calling back AGAIN - I was forced to speak to a person in India who, after being put on hold once again, was not able to understand nor correct the issue I was having. He just kept repeating the same sentences over and over again. I am through with Citizens. There are so many companies wanting to pay me $300-$400 to open a checking account with them. It is now time.


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A fraudulent charge was made in another state (GA - I live in MN) at a Mariott Hotel for $980 OVER my limit. Not only should the charge have been declined by Citizens, but it should have rung alarm bells and been reported immediately to me as being a strange charge. Ten years back, Bank Of America, notified me immediately by phone about a charge made in the UK and also IMMEDIATELY refunded the amount to my card. Their mistake, their cost.


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I have never had so many issues with a bank as I am having with the Citizens Bank in Newtonville. I opened an account for my 16-year-old daughter with Jay the manager well over 3 months ago and Jay has misinformed me from the day I met him. The promotion offered to me, required one direct deposit of $1,000 to get $400 (below screenshot) which I complied with. To qualify for a new checking bonus you must open your first new personal checking account, excluding Student Checking, between 1/31/19 and 5/16/19 and have at least one single direct deposit post to your new checking account by the date stated in the table below based on your account open date.


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I've been with Citizens Bank for over fifteen years, checking, savings, home equity loan. Ten years never made a late payment to this bank or any other creditors of mine. I put a payment in and it was one day late. This bank reported me to my credit report. I have always maintained a 100 percent on time payment on my credit reports with all my credit cards and car loans. Now because I was one day off, without any phone calls or warnings from Citizens. They reported me and my credit score dropped 50 points and I no longer have a perfect payment history. This bank had no care for their clients. I will pass my experience off to everyone I meet. Hopefully I can put a little dent in their reputation.


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**, Bart **. Worst customer service agent I have ever dealt with in my life. Wouldn't even work with us or try to help us with a refinance. Told us go with the other guys because the other companies said they would approve us but he was having a hard time doing so, so he basically brushed me off. What the heck is that? Crazy. I am glad we didn't go with them anyways, what a joke.


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They sent me a misleading letter saying it was 0% for 15 months. I opened an account. It gave me a low limit, thank god because they charged me interest rate. Also this bank online website is terrible. Eventually I got no apologies about the misleading rate and I went ahead and just shut down the account. Don't use them.


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This is the absolute worst bank I have ever had an experience with. They do not give one single ** about you or your money. I had $11 in my account and someone UNAUTHORIZED attempted to take out $975… and this ** place let them! So I am now down over $1000 because of this banks carelessness. No one called me. No one locked my card. They didn’t find it suspicious. I have never spent that much money in one rip in my entire life. When I called them about it they couldn’t have given a ** less. This entire company is ** and so are the people that run it. ** every single one of you. You just lost a customer of 3 years and I will never ** recommend you ** to anybody.


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Was sent multiple letters about refinancing my home. I inquired about this product at a local branch they sent my information to the mortgage lender in State College PA. The finance officer emails an approval letter then asks for employment information. The loan officer stated since I’m self employed that most banks considered people like us second rate citizens which I found offensive. So anyone who is self employed don’t bother wasting your time with this bank. You’ll get nothing but a back door insult.


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Opened account and wasnt aware had to direct deposit to get bonus. Worst banking experience I ever received. Misleading just to get a customer. Didn't offer any other solution. Didn't think business was this bad to lie to customers. I wouldn't recommend this bank to anyone.


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My mother died about one and one half weeks ago. I was POD (payable on death) of her 4 accounts. I had valid death certificate from Funeral Home with raised seal. Went into branch with my photo ID (license) and was REFUSED service. The woman was rude and uncaring. Didn't even say she was sorry my mother was dead! And would NOT let me take over the accounts or get my money. I was very upset. Went to M&T and they were great. Completely different attitude. Don't try to get your money if you are a beneficiary because they will give you a hard time. I had to call my estate lawyer.


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I've hated this bank since the day I've opened it, I had a bank to bank transfer and the damn thing didnt get approved for over a week then we tried to deposit so instead of putting the money in my account I went negative a few thousand and was charged overdraft which then they closed my damn account! Ugh I'm so frustrated for Christ's sake I couldn't even cash my work Paychex check without waiting a week for the damn thing to deposit in my account and while all that deposit chaos was going on they put the little money I did have on hold and froze my whole account.


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My wife went to branch to close an account she no longer needed. Instead, they closed an account in my name only that I have my SS deposited into. Luckily I checked my account online and found it closed. My check was due in about 10 days, had I not checked my account my SS check deposit would have been returned. That would mean no food or bill paying for a month. They blamed my wife because she signed the slip the teller gave her. Stupid error - the account didn't have her name on it.


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I have never had so many issues paying a bill. Just signed up a car loan with them. First when you pay a bill online, you have to omit the first two zeros of the account number to sign up. I understand most companies do this, but there are 6 zeros, so how would I know to only omit the first 2. I only found out when I called in. Then their service doesn't work on mobile. Glitches all around. Then on an actual computer, still issues logging in. Finally paid, but hours later. I will be switching to another auto finance company that avoids making this so complicated.


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I ordered checks from a branch I was told they would be $9.99 when I check my account a week later I seen they cost $27.I called customer service was told I would be refunded for the checks and any overdraft fees. Had to argue with a manager they will only refund you a overdraft fee once a year. Seems nobody ever knows what the policies or rules are. They are all over the place. I WILL BE CLOSING MY ACCOUNT!


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So, if you sign up for text/e-mail messages when you 'accidentally' overdraft, you would expect to be notified the DAY of overdraft right? Wrong. They are so kind to let you know AFTER they charge you overdraft fees. Thank you Citizens - a day late and dollar short is truly 'customer service'; NOT.


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It seems like whoever takes the call in the student loan department has no knowledge of what is being asked and they immediately transfer you to the next person. This goes on from person to person until someone gives you an inaccurate answer. If you call 3 times, you will get 3 different responses from each one of them. My son took out a student loan from them but he did not need the money because he got a lot of scholarships. We called them several times not to disburse the loan to the university but they still did because they can charge us interest, if nothing else. We are already researching other loan options from other lenders.


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Citizens Bank had given me wrong information when I called the customer service. I ended up putting money to cover some transactions that the lady told me would be possible and they still charge me anyway.


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I received a torn $20 bill with my withdrawal from Machine Bank. Told me that it was their policy not to replace ripped bills so I was just out. I walked over to the Fifth Third Bank and they replaced it no problem. It was like night and day difference. I went back to Citizens to finish my deposit. Relayed my experience at Fifth Third and told him after 30 years of business with them I could not believe how they treat their customers since I was getting a little older gentleman walked up and said he would gladly close my accounts for me right now if I would like. I told him I will switch to Fifth Third but on my time because I still have checks out. I have financed two houses through this bank and they even know me by name and this is how they treated me. I would not recommend Citizens Bank to anyone ever.


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I am a graduate student in Boston, MA attempting to finish a Master's Degree in Clinical Mental Health Counseling. To obtain this degree you are required to do 2 unpaid internships. I am in my second internship working with at risk youth in inner-city Boston. Not only is the internship unpaid, but it costs A LOT of money as it is part of the degree program. Consequently, I am dependent on financial aid to pay rent, bills, food, etc.


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Approved by them for mortgage then just before closing they 'reneged.' My credit score had dropped before closing, because we had moved out of our old house and unbeknownst to us missed a bill payment that went to collections. I was also never made aware they were doing repeat checks (partly affecting score). They agreed, looking at our finances, we could easily close and make payments but the sticking point was the FICO score. 


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Stay away from this bank as far as possible otherwise they will suck all your money. This is by far the worst bank I ever have. To close the account, you have to make the balance to be exactly 0. Otherwise you have to go to their branches, which are so few. If you overdraft by any chance, they will charge $50 for every three days. And they will not notify you by any ways, just secretly stole your money.


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Citizens is the "Robin Hood" of banks!! Like many here, I check my account regularly. I woke up with my account in the positive and by midday, I had a negative balance, yet my account still showed there was money in it. I called, sadly, the last two customer reps I talked to were sympathetic, one agreed that he did still see money in my account. But the arrogant manager we spoke to, Shawn **, was not budging not sympathetic. In fact his tone was very condescending. As soon as I can untie myself from this bank, I'm heading to a credit union. I can't afford to keep paying them to keep their doors open, when I'm trying to keep a roof over my head. It's time to talk to someone with a law degree!!


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It actually was one prolonged wait after another to the tune of being there until half hour after closing! This is run by a manager that won't even make eye contact with you. As you wait for a representative she just sits in her office!!!! Very lousy to have to wait one and a half hours to open an account!!!


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Sometimes struggling companies start breaking rules when the end is near and that is the case with Citizens Bank. Banking with Citizens has gotten so bad that you literally have to take screenshots of your transaction for every purchase and deposit you make if you want to be reimbursed for wrongful fees. Also if you get paid or make deposits after 7 pm Thursday the funds will not be available until the following Tuesday morning (see funds availability policy). Debits however are immediately withdrawn 24 hours a day 7 days a week and any funds on hold will not cover the debits so you will be charged $35 for each transaction. There are a lot of good banks and it's best to thoroughly research their policies before choosing the one that's best for your needs but I would stay clear of Citizens Bank.


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I was on vacation in North Conway, NH and went to withdraw money from the Citizens Bank there. The bank teller was extremely unprofessional and disrespectful. I asked for 20 dollar bills and the teller said it was an inconvenience. Most establishments do not accept 100 bills so I asked him to try to accommodate me since I would be spending money in their local economy. It was only a few hundred dollars, so it should have not been a problem. 


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Awful experience. FYI don’t call contact for loan. They screw up paperwork and are not held accountable. Also racially bias. What loan processor asks what’s your nationality when they have your application details. Don’t have Tina ** process your paperwork. She will misplace your fax, not return emails and place blame that you didn’t call the 1800 # in time. Also screening credit twice. She had an agenda well played.


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I was a bit behind on my mortgage, when I went to the website to pay the amount past due it only gave me the option to make two or three payments, not the monthly or lesser amount. So I sent a check instead, filled out with account number and all the particulars, but they never cashed it. I sent several emails using the secure messaging on their website, the response to my email was simply "Our website requires the total amount due to be paid when submitting a payment. Since your loan is not current at this time, please contact our Consumer Counseling Department directly at 800-456-8855 Monday through Friday between 8AM to 8PM Eastern Standard Time to discuss possible payment arrangements". 


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I deposited a check on a holiday weekend and called the 800 number on the holiday to check on funds availability. I was told by the agent that the funds would be available on Tuesday morning for use. I checked my account and it was credited on that day. However, I have now been charged $70 (2 overdraft fees) for insufficient funds. I checked my account and the deposit was indeed credited - no negative balance.


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I open an account January 2019. My life and money with this bank has been HELL. My job banks with Citizens Bank. All my direct deposit are put on hold for 24hrs and they are charging me $35 in overdraft fees. I have been charge over $600 in overdraft fees less than a month. They only offer 2 reimbursement out of $600. The manager is trying to explain the reason why I'm charge all these overdraft fees. I asked her, "I have direct deposits coming in once a week. Why are you putting my deposits on hold? Y'all are deliberately putting my deposit on hold then charge me $35 in overdraft fees." She said oh there's nothing she can do. If my job you use a Citizens Bank and my checks come from Citizens Bank and I open up account with Citizens Bank so I wouldn't have to pay a fee for cashing my checks why are you putting my checks on hold for 24 hours. 


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I've never in my life had such a horrible experience with any bank as I do with Citizens Bank. God-forbid you try to pay a bill on a Friday or Saturday before you withdrawal your money. You will definitely see a negative on Monday and get hit with a $35 fee on top. Everyone here is almost having the same problem with this bank. I was on a positive after I paid a bill that the bank had pending over the weekend. I withdrew $30 Saturday out of $35 I had left over in my account. I had $3 and some change left over. Next thing you know, my account is on a negative Monday when I was told by an assistant manager that my account would not be on a negative even though the money for my bill was pending. There is no reason at all why my account should be negative. 


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I used this company in the past. Stopped using the account but left a few dollars in the account to keep it active. Find out I somehow owe them 360 dollars. Ok, fine. I made an error. I'll pay what's owed... No big deal right? Oh no, it takes time. "Open an account with us and we can systematically pay it off as you go." (I can't get into a local credit union until its resolution) I agreed under the terms that there is no overdraft, I don't want it and I want the card to just decline. I went for surgery and my account somehow dipped below by 57 cents. Yes...FIFTY SEVEN CENTS! 


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I've been a customer for about 3 years now. Never had an issue with Citizens up until now. I noticed since about Oct or Nov that I would have an available balance and some pending debit charges but the available balance was adjusted to the debits. At times they would be pending for days showing an available balance. The next day I would be in the negative. I would replenish the money immediately and still be charged an overdraft fee. 


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I went to sleep my account was positive. In the morning it was negative, one hour later I was about to pay the negative and boom they charge me $35 fee and they post the account was negative the day before. I don’t know if they are magicians but it helps them rob their customers with no shame. I’m closing my account right after I start receive direct deposit into another account from my job.


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So I open an account with the promise that I would get a $200 sign up bonus incentive. I sign up in August and was required to have a direct deposit set up to receive the incentive. I set up my direct deposit right away and started having money put into this account on October 1st. I was told I'd get the incentive within 6 weeks, after 6 weeks I went into the branch and they said it's 90 days. I wait 90 days and still nothing. I go back into the branch and they say, "Just wait another week and it'll be in your account."


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In Sept 2017 I opened an auto loan account, everything was ok except their site is not user-friendly. I made payments on time every month like a good customer. In October 2018 my daughter had an accident in the car and it was totaled. My insurance company very quickly sent a payment (less than one week after the accident). Because there was still a balance on the loan I continued to make payments. I had GAP insurance which requested several documents before issuing a check. I got everything I needed from each place EXCEPT Citizens Bank. 


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Have accounts and loans with Citizens Bank. They reported 30 days late on 2 loans. One from 7 years ago and another from 2 years ago. Both paid off and my credit score fell. I take issue with the one from 7 years ago being reported now, along with the newer one. Lesson learned. So worse interest rates for me but good news for my new bank.


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I needed to contact someone about my account and have made 4 calls and have been redirected every time until the call is finally dropped on their end. Literally hours wasted! They are quick to take your loan application but impossible to contact.


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I came across this review board somehow searching Google. I have been using Citizens Bank for a little over a year. I have 3 accounts with them, the standard OD service and as long as I use the accounts & transfer at least one cent to each one via their transfer from account to account I NEVER get a monthly fee. As far as overdrafts, I know the rules and I agreed to the terms. If I do OD my account I have 11 hours to put the money in to cover what I overdrew and only after 11 hours there will be a 35.00 fee. If I put the money in within the time frame they allow I have NO fee. The CS has always been friendly, kind, knowledgeable & courteous. They are human beings. Treat others as you yourself want to be treated. Anyway, I love this bank.


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I use this account only for my small side business. I only put money in and take the same amount out. Well, I find out today that my account got overdrawn for .37¢. Yes, .37 CENTS!! I was charged a total of $160 in fees for this small error!!! Things kept snowballing. I was able to get two of the $35 fees refunded, but I am still being charged $90!! This is completely unacceptable. I guess this small petty change error really hurt Citizens Bank to cover. Not once did I even get a letter sent saying that it was short .37¢. Talk about robbing the customer with fees!!! I don't even write checks from this account. 


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Terrible experience. Had 6k stolen with fake checks from my account. I reported the fraud the day after the fake checks cleared. Was told 6-8 weeks until the money can be returned and it’s now 10 weeks and I just get the runaround when I call. Opened a new account at a local bank and am leaving Citizens Bank. Garbage bank. Stay far away.


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I call the bank about a transaction that I do not recognize on my account. The representative provides the merchant name and telephone number. When I called the merchant in Sioux Fall and indicated that they had charge my account for services I do not have as I am located in Pittsburgh; the merchant told me that the Accounting Department would not be in the office until later. I called the bank back and indicated that the charge was fraudulent based upon the information I received. Since the transaction was pending the representative stated that she could not stop the transaction. I requested to speak with a Supervisor. The supervisor verified the information and indicated that I had been given the wrong information about the transaction. After she provided the corrected information, I was able to confirm the transaction. I requested that she remove the dispute and hold on the account. She stated that she would.


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You open an acct. they vaguely go over the details. Then a year later when you haven't used the acct. for several months instead of them sending a letter or email or dang pigeon at least to let you know they are charging dormant fees...they just start at 9.99 a month. Now they've taken close to 100 from me and only refunded last 2 charges. Thanks Citizens for NOT taking care of your citizens. If it could be half a star they'd get that.


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I have had a Home Equity with Citizens Bank of PA for over 15 years. Recently was unable to balance my monthly statement, $50 discrepancy. Called told that they started adding in that amount to balance which is the amount they estimate the recording fee's to be "WHEN" I pay my loan off. Has anyone else run into this situation? I am not paying my loan off at this time, so this charge has not been incurred. This will be charged when I pay my loan off, right now I am paying additional interest on $50. I would like to hear from other Citizens Bank customers who have run into this situation.


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I have an account with Citizens Bank for over 2 years now. They are not clear when you open an account and will charge you a lot of ridiculous fees. I will close my account with them in a couple days. A customer shouldn’t feel unsecured or worried when it comes to banking. Bye Citizens, you suck.


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In August of 2018, my information was stolen and someone stole $800 from my account. It took Citizens a month to get my money back to me! When I called to report the transaction (you can't do it online like at USAA), the representative asked me several times if I made the transactions. They told me that I needed to contact the place where the charge was made, but I didn't have an account with the unauthorized business that made the charge. Finally, after calling twice, they got around to investigating to find that I didn't authorize the charges. 


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If I could I would give them zero stars. My father had problems with Citizens Bank rolling over a CD for another year and not notifying him, then I had a POA (legal document but was from 1999) and it literally took 3 hours of running around to satisfy them, and now my father passed away a month ago. I am a named beneficiary-confirmed by my father and the bank during the POA mess. Citizens Bank was informed a week ago, all the documents they asked for were sent- death certificate, photo id, and will that names me executor, and NOTHING has been changed on the accounts. And when I mean nothing, I mean NOTHING. 


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I deposited a valid check on Nov. 6 and 6 business days later it still has not cleared. I'm closing my account as soon as the check clears. In this digital age of banking there is no excuse for taking this long to cash a check that has been deposited. I have 4 other banks I do business with and after depositing checks with them they clear in 1 or 2 business days. Citizens Bank is a fraud.


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I had three checks clear my account that I did not write. On October 24th I reported this to my branch and they started the paperwork with the fraud department. I was told that it will take 6 to 8 weeks to resolve. I called at the end of November for an update and I was told it was being worked on and reminded of the 6 to 8 weeks. On December 5th I received a letter dated 12/1 stating they have reached out to the other bank. I call the number on the letter and was told that they did nothing until 12/4, remember I reported this on 10/24 and a letter dated 12/1 stated they started the process. I was then told the 8 weeks is a minimum and they have no idea how long this process will take and it takes what it takes. It could be tomorrow or 3 months from now. 


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My payroll check is deposited electronically the first of the month. They rolled back three automatic payments to the 30th of Nov to adjust for the weekend. I manually went in and changed the date back to December knowing there would not be money in that account until the first of the month. They overrode my manual change and paid all three on November 30. Which sent my account into overdraft. I called on November 30. Spoke to foreigner who put me on hold and then came back and said sorry for the delay then disconnected me. I immediately called back (drilling down through the normal menu and waiting my turn for 10 minutes) and spoke with Dawn of Pittsburgh. She confirmed that there was enough money for the first $50 payment and the second $350 payment. The third $1400 payment caused the overdraft. 


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Everyone quick to blame the next person on a claim I made about a charge from Secretary of State that gave me blank license plate tabs and so I went to another machine that gave me what I wanted. I called to get a refund on the first charged and this guy says we have to put it in a fraud. Well 4 months later Secretary of State didn't get paid and I no longer have a legal vehicle. Citizens Bank admits it's their fault but won't help me in any way. Now I have late charges and no way to work. Thanks a lot Citizens.


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I’ve been banking with them since June and haven’t had any problems up until now. When I deposit my checks they take at least 3+ days to clear. As I start making purchases, I notice they pend for a couple days then go through, but my balance doesn’t accommodate to what I’ve spent. My balance was $218 until I spent about $20 yesterday but when I check my account it says I have $219 (No I didn’t deposit any money) and the purchases are nowhere in sight/still pending... They try to post/hide your purchases until you spend too much and end up in the negatives! Some purchases won’t even show up until a few days, then I realize I spent way past my limit since it shows my balance as more than what it actually is! Any tactic for them to get extra money, they’ll use it. Be careful with this bank.


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I went into the Citizens Bank branch in the Walmart at 2101 Blair Mill Rd Willow Grove, PA 19090 and asked if I could deposit or exchange $35.00 of rolled coins I rolled the night before from all the loose change in my car. When entering the branch there were 2 young tellers sitting at desks talking to each other and made me feel as though by coming in...I was disturbing them. I told them what I wanted to do...and immediately the one teller said they would only do anything if I had an account (which I do have). Before I could even answer, she asked how much rolled change I had... I answered then she asked the other teller if she needed change and if she did then to take it but if she didnt then they couldnt help me.


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I wrote out my loan check for $1,100 just like I do every month. This morning I woke up to an $11,000 cashed check! I pulled up the check to make sure I didn’t make a mistake, and clear as day it was written for $1,100. I called them and they said I need to contact my bank and file a claim (that will take 10 days to rectify) and that they cannot help me. I spoke to a supervisor and she sat there over and over telling me there is nothing they can do. So this bank makes a mistake and I have to have my bank make them fix it? Right in time for the holidays. I do not recommend them for any customer issues or any concerns you have. Maybe because I don’t use them as a bank and only have a loan through them that is their reason to not care, I don’t know. However, after this experience, I will never use them for anything ever again! Terrible treatment of someone who pays on time every month with no issues ever!


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This is the worst bank ever!!! They steal my money with 35 dollar overdraft fees and I had a refund from Amazon they never processed so therefore here come 35 fee because of their mistake! Be aware. Don't use this bank.


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Citizens Bank is so shady! They literally would post a transaction the next day and backdate it just so they can charge you an overdraft fee! And then they claim that it was not a bank error and try explaining that to a manager. This happened to me twice!!! And they literally take forever to post a transaction just so you can make more purchases and then overdraft your account! I also deposited money to my negative account within the same day and they still gave me an overdraft fee! If I didn’t call in the next morning, they wouldn’t have refund the fee! They literally steal your money through overdraft fee and I’m literally going to close this bank tomorrow. I had it for less than a year!


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I have used 0% promotional periods for credit cards. I used their 0% promotional checks they send to current card members. They're the only company that charges interest if you don't pay in full on balance transfer fee. I've had credit cards since I was 18... I HAVE NEVER HAD TO PAY THE BALANCE TRANSFER FEE IN FULL IN ORDER TO QUALIFY FOR NO INTEREST.


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On 11/14/18 I personally opened in my name a 15 months CD at the Kendall Sq. Branch (#841) in Cambridge, MA. When it came to setting up a routine "Beneficiary Payable at Death", the Manager [D.K.] refused to accept a 'Trust' established over 14 years ago, until I present IN PERSON the original document. My explanation that the document is presently stored with other legal papers with my lawyer, and I DO NOT POSSESS it anymore (but know all details!), was not convincing. As this whole transaction took place in a rather 'customer unfriendly' atmosphere, I decided not to press it any further, and next day called Citizens Bank Customer Service. 


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Citizens Bank has been stealing my money through overdraft fees. It is never the right balance on the account. I have been fighting with them so they can refund me but they refused. I closed the account. Worst bank to deal with.


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I am banking with Citizens Bank branch located at 125 Stephenson Hwy, Troy, MI- 48083, Stephenson and 14 mile Road in Troy, MI for almost 1-2 years. I am a business bank account holder with this bank. Worst exp ever with any bank in my last 15 years. I had to get in touch with the manager in the absence of ** (nice guy, who always been kind and helpful). I called ** for a reference letter on 11/8/18, he said it's only manager, **, who is authorized to do this and he is out of office till 11/13/2018. When I talked to ** on 11/13, he said that to fax or scan email any such reference letters is against their policy and need to be collected physically at the branch. 


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I have been a loyal Citizens Bank customer for over 10 years without any complaints. I've experienced 3 account hacks in the last 3 months, each time resulting in a frozen account and not having access to my money. I wouldn't be upset if I did something to jeopardize my account, but by their own admission (and an official warning sent out by the FBI) they've been experiencing system wide hacks where hackers get into the bank's system and are able to alter your account, making charges that can look normal so you and the bank won't notice. 3 times in 3 months is insane. 3 debit cards, 3 bank accounts, 3 new direct deposit forms. The holidays are around the corner and I can't access my own money without being on hold with customer service for hours. I'm closing my account immediately.


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I recently opened a checking account with Citizens Bank in August and have had nothing but issues since. Citizens Bank website is always under maintenance making it nearly impossible to gain access through the online banking feature. The few times I have been able to access my account online the account balance takes forever updating after making a transaction or will read that transactions cannot be displayed at this time. When trying to call and inquire about my account balance via the customer service number it will mention they are having technical difficulties accessing my account and connects me to a representative. I have spoken to at least 5 different reps about these same issues and they apologize and submit a complaint but so far nothing has changed. I have already opened another checking account with another institution and am closing down my account with Citizens ASAP. I do not recommend this bank!


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So here it is on a Saturday morning and I go and try to deposit balances from Venmo and Square. Turns out that they were both rejected because Citizens Bank is DOWN. I cannot use my debit card for anything. No withdraws and no deposits. This has been an almost weekly thing with Citizens.


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Since October 19th, 2018 I've been having issues with my account, I fixed my negative balance on 10/19/2018 of -161.80. Deposited my work check of 351.50. The check cleared on 10/20/2018 because my account was no longer in the negative and there wasn't a message that my mobile deposit was on hold. I end up making a purchase from AliExpress, for 19.59 and the payment was taken out immediately. After all my purchases cleared and went through I was left with money in my account, I go back online to see my account was a -19.59 from being charged again from AliExpress. I then speak with AliExpress and was advised to reach out to my bank about a second transaction that shouldn't have been taken out. I was told that yes the 19.59 is going to credited back to my account on 10/23. 


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So I have my debit card. This happened on a few Cajuns. 6 to be exact. I make a purchase. I'm dealing with overseas customer service at the time. It was Bangladesh so I noticed you know if it comes I couldn't get online and check my money between the 3rd and the 7th of the month because the statement comes out the 5th so I find out gears for overdraft fees associated with unauthorized use of debit card. $2.99, $29.89, 1 for a dollar 99 so 94 hour clean. They got to pay the claim in 10 days in Pennsylvania. I'm in August. My claims are still being paid from April and March. You got to notify the district attorney. File a claim with them. They're well aware of what's going on. In fact they make it easier for you. In fact they make the bank do what you've been asking to do for the last 6 months. That is the work and they refused to work when you called. 


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I opened an account with Citizens Bank in 2015 because they had a branch right down the street from my house. I only needed an account where I could keep my emergency funds so I set up a checking account and a Money Market account. I thought I'd put a thousand in the checking and the remaining in the money market in hopes of making a little interest. I never received a dime of interest on either of these accounts. In fact, if I didn't deposit money into my accounts every month they would charge me $10! My money actually became less while I had it with Citizens Bank due to their fees. I complained about it and they told me that I needed to deposit a few thousand dollars more to get on their "preferred" customer status and then I'd receive a higher interest rate. 


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I recently had some issues transferring funds from an external account into my Citizens' personal checking account, which lead to some minor overdrafts. I instantly deposited a Bank Check for $1,000 that more than covered the amount...the "overdrafts" were there for less than a day, yet I was assessed 3 overdraft fees of $35. Not only would they only waive 2 of the 3, but the ** lady customer service supervisor (and you can tell she was ** from her accent) was completely uncouth, unprofessional, and condescending. I am only pointing out her ethnicity because I did not catch her name and would like her held accountable.


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I became an individual checking account customer a year ago because my branch's location was convenient. Within a few weeks, I deposited a large (for me) check from a company client paying for my services. I wrote checks against the deposit which began bouncing immediately (at the highest bounce fee of all banks in my area). But much worse: I inquired of the bank why they had place a maximum length (they said) hold on my check. The bank personnel, all the way up to the "Office of the Chairman" of the bank, to whom I pleaded, maintained the reason was "irregularities on the face of the check." I have had this same paying client for years. The CEO is a friend. He had cut and signed the "irregular" check. But Citizens Bank, all the way to the top, refused to talk with him. 


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I've seen this in other complaints as well. I deposited a work check on Monday and here it is Thursday now and the hold is still on my account for the funds. I checked my account this morning and it said a negative balance of the check I deposited. Definitely not depositing any more checks with Citizens.


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I have been a customer with the Citizens Bank on College Street since January 2012. I found most employees very heartless and unappreciative. Up until this month, they were charging me three dollars on top of what any establishment would charge for my debit card, sometimes five or more, and when I would complain to many tellers or supervisors they would not care less. I would keep my slips, and do math and the statements made it look like they were taking out less fees than the slips I would keep. Anything I would ask for they would deny since 2012. There were times when I did no business and I would see many unnecessary charges. I figured out they were fleecing me for at least fifty dollars a month out of 900$ disability.


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If I could give 0 stars I would. This is by far the worst bank I have ever dealt with and I have been around. I will list in order the problems of this bank. 1. Time it takes for anything to post/clear. If you deposit, use your card, transfer money to/from, the account will not update for almost 3 days. THREE DAYS. The popular banks will do this instantly. This requires you to constantly have to balance your checking account by memory. I had paid rent with my checking account, and it shows nowhere in any of the transactions that this is pending, or sent. I was unsure if I actually clicked paid on the rent web page, so I sent it again. Guess what, it sent twice now. 3 days later I finally see this in pending, and they charged me twice.


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I been with Citizens for 13 years, I had a 7.99 purchase for Hulu that came out, the fact that they charged me an overdraft fee for 35, then another 4 30 dollar fees. Needless to say I will be closing my account. They are the worst bank I have ever dealt with.


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17 hours ago. 9/27/2018. I Changed to Citizens bank a year ago, because they were closest to home, and since my branch was in a Supermarket, they were open more hours. That seemed ideal @ first. Citizens always credited my check deposits next day, as is their policy. This week, I deposited a check for five hundred dollars, The teller was polite, and told me that the funds Would be Available in the morning. It was my intention to purchase a certain Pallet of roofing shingles. The following day, the deposit had not shown in my balance as promised by Citizens. I called the bank and was told that they, once in a while, pick random checks and can hold them for a week if they want too.


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They charge NSF fees when they decide to put through all the debits before any credits. All very convenient for them. Will never bank with them again. Charged 3 NSF fees and then charged 3 more "sustained overdraft charges" in the next 7 days. What!!! Ridiculous. They then refunded the 3 NSF fees but left on the sustained overdraft charges. Obviously they are admitting their wrongdoing if they're refunding. So what gives?


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I have been banking with Citizens Bank since 2014. I requested my account to be closed because I got tired of paying $100 whenever either my $11.99 Netflix account or $19.99 gym membership would automatically withdraw at times when I wouldn't have the balance available. However, my direct deposit has always been connected to my account so I figured "What the heck, next time I'll make sure it wouldn't happen. I'll pay the overdraft fee". Unfortunately, I get paid biweekly so I would be charged $35 for the overdraft fee then an additional $30 every few days. At times I would be charged I total of $100+ for a negative balance of $-4 to -7. Which I would find absurd. Finally, I got feed up after going through this every few months, and realized I was paying the bank to hold onto my money. 


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Had the displeasure of speaking with Brandy who claimed she was the top manager available to me out of the Pittsburgh Office - but that she could not give out the business address. That gave me a good laugh. Probably she was sitting at home in her PJs feeling important. Anyways I opened a checking account in conjunction with a Personal Loan I took out. Obviously, I did not need the account but it promised me a lower interest rate. I placed a minimal deposit. At no point was I directly informed that there would be a service fee or that to avoid that service fee I needed to make any amount deposit each month (literally .01 cents would have sufficed). 


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I received a letter from Citizens stating an address change was made which I had not authorized. The letter stated I should contact Customer Service which I did immediately upon receiving the letter. I spoke with "Jennifer" and asked to change the unauthorized address change back to my home address and was told they couldn't do it unless I wrote a letter. I asked where the authorization was from originally and they said a Post Office change of address automatically changed it which I had not authorized. I asked for a supervisor and was on hold for 7 more minutes. I was then told by "Latwan" they would not put my correct address in the account. Then I was told someone else would call me in 1-2 business days. Meanwhile my address is still incorrect and secure bank information is being sent to the wrong address and they won't fix it.


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I'm 3 months into banking with Citizens and I hate it! Their online banking app is deceiving. It does not reflect your correct balance especially if something is paid on a Friday! Usually banks show pending transactions right away and post them Monday. Nope! Not Citizens. I paid my credit card off Friday and it's Monday. Not only does it NOT show any pending transaction of any kind from my credit card company and reflecting the wrong available balance for 3 days, I called Citizens and they said it dont post into Tuesday! The reason I hate that is I was on vacation. 2 weeks ago when I got a swiped my card for gas before we left (Wed) and when I got to hotel... my online banking said I had $232 so after I paid hotel I shoulda had $2 until I got paid FRIDAY.


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My Grandfather started a savings account for myself and my little sister back before he passed away. Over the years my account has steadily grown but at some point in time Citizens changed the terms of the investment without my awareness or approval. About a year ago I noticed that they were now charging us higher annual fees, so much so that the value of the account was declining. 


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I'm nearly 60 and have had many bank accounts over my life, both personally and for 3 businesses that I own. I have never dealt with any bank that charges such fees. They charge overdraft fees when nothing over drafted! For example, if you have $5,000 in your account and pay a bill for $2,000, but there are bills lined up in queue for future dates that have not been paid and the money is sitting in the account they consider that an overdraft! Even though another deposit was made well before any of those bills were up to be paid. Nothing ever bounced, there was always thousands of dollars in the account but they charged me $117 in overdraft fee in anticipation that something could but didn't bounce! Citizens bank has done this numerous times. I'm looking into other banks and switching but I wanted to share this with others. Stay away from Citizens Bank!!!


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When I opened my account, there was a promotion stating that I would receive $200 if I made a direct deposit of $500 or more within 60 days. The deposit was made so I call after a week to find out if the bonus would be credited to my account. After being on hold for an HOUR, I’m told that he looked in their system and no such promotion exists. I told him I had it screenshot where it said that it did. He put me on hold for another 20 minutes and came back and told me that the promotion already passed. I told them I read in the fine print which I also have screenshot the dates that the promotion was good through and I did in fact open it in time. He put me on hold for another 15 minutes and when he came back he basically told me he had no idea what I was talking about. 


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I deposited $400 into my account to start using it. After making purchases, I saw that my account was at $81, and all my purchases were pending and on the account. Knowing this, I pulled out $40 from my account. Two days later, I get a call from my husband that our account was overdrawn. After calling the bank, and sitting on hold for 30 minutes, the CSR tells me the final purchase I made hadn't in fact posted to my account, so when I withdrew money from my account, I went over $16, and they charged me a $35 overdraft fee for a total of $51 overdrawn. I told him my account had already shown the purchase posted, but he acted like I didn't understand how overdrafts happen. I called back because he told me that there are two balances, your account balance - and your available balance.


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I have been trying to contact Citizens Bank concerning fraud on my debit card. I have spent over an hour and a half trying to contact them and I have not resolved my problem. Yesterday, I connected with them after waiting 30 minutes on the phone and they said they could not hear me. Today, I connected after 15 minutes and talked to a rep. Then, she passed me on to another rep and had to end the call because I was waiting for over 25 minutes. This is crazy!! How can such a reputable bank do this to their customers. I am going to shop for another bank!! DO NOT DO YOUR BANKING AT CITIZENS BANK!!


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Bruce Van Saun and the executive team at Citizens Bank are criminals. They use advanced algorithms to reorder transaction history, in consequence creating frivolous overdrafts fees. They will even rationalize such by stating "we reorder transaction history to ensure your largest purchases get paid first." Example of how this transpires: Let's say you charge 8 items on your debit card, on a Friday. Those 8 items leave your account with x amount in positive funds. Monday morning comes around, and a housing payment goes through, rendering your account negative, let's say by 1 penny. They subsequently reorder the 9 transactions, 8 on Friday which should not elicit an overdraft, and the one on Monday, which should. Now all 9 are assessed an overdraft fee, in the amount of 9x $35 = $315.


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They are charging me overdraft fees for no reason, the first one I noticed was via text stating I was overdrawn, go in my app... $-3.14 after they took out the $39 fee. That in no way makes any sense. I would have had $35.96. Then it happened the next day... That was my business account... Check mine and my husband joint account and they were charging him fees too! We never noticed because he had the money to cover it without notification... They also with these fees do not send out letters like they do for legit overdraft charges. The company should be investigated!


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Citizens Bank is abusing people freedom and rights. I'm out of country just now I find out when clients of this ** bank who are out of country they have no access to their accounts. I spend two hours on phone with idiots from this bank who told me it must be my computer, they make me delete stuff, change settings, and after 1.5 hours they said, “Oh we forgot to tell You the bank changed the policy now outside USA, You cannot use online banking.” That is the bigger abuse I got from any bank in the world so far, now if I want to check any transaction or even check my balance I have to call the ** bank and pay $0.50 /minute. 


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Horrible customer service. Every month I send them my regular car payment plus an additional $1000 to the principal amount. This month the person applied the entire amount to the payment and after multiple calls to them no one has fixed my problem. Finally they reversed the charge and applied the ENTIRE amount to principal only. And now I am getting frustrated with getting that fixed. I'd much rather pay a point or two higher interest rate instead of dealing with these incompetent, unprofessional employees that they have.


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So we had been account holders for almost 20 years. We also bank with a credit union in the northern part of the state. To make a large purchase I wrote a check for cash at Citizens using the northern bank. The Citizens teller had to get approval and after quite a few attempts finally located someone on the phone. The approved told her to confirm that funds were available in my account at the other bank. No problem. I provided our account number and their phone number. She called and was told that there were sufficient funds to cover the check. 


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I had been banking with Citizens Bank over 10 years until about a month ago. Over the years, and I have over drafted the account before. Whenever this happened I would receive a notice in my email and recently, in late 2016 I signed up for text alerts for the account. Nothing has changed in my life that would make it hard to communicate with me. In the past if said account was over drafted and I did not remedy the issue within the same business day a fee would be charged, I remember the fee being $25 for each day in overdraft.


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This bank has horrible Customer Service! I had an open checking and savings account for the past few months with Citizens Bank. Apparently there was a balance from a 2015 account that they collected on, without my knowledge. This was taken out of my account at the SAME time as when I paid a bill, therefore causing my account to become overdrawn. Now they are charging me overdraft fees for something that they caused and won't let me close the account so they can keep adding fees. Worse bank I have ever dealt with and did I mention their customer service is awful, they are rude and don't have a clue what they are doing or which dept to send you to, etc.


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I have been a 20 year customer with this bank, from their start up in our state. That’s called loyalty. Something no longer appreciated at the top echelon of businesses anymore. I initially liked that the bank was local but could service me regionally when on the road with business. I have had it with this bank. I am done. I have multiple accounts including a business account, and have experienced the worst customer care. Citizens seems to have a constant turn over of bank and call center managers, supervisors and workers so there is never one person that gets to know who you are. Plan to take off an entire work day if there is a problem and to be on hold forever with customer care. 


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About 2 weeks ago I opened a checking acct. here. They went over all the rules/regs/fees with me and I agreed. The rep asked me if I wanted checks. and I said that I rarely use checks because I just use my debit card. He then asked me if I would like "just a few checks to have on hand". I shrugged and said yah, I guess that would be good. He never said that by saying that I would be charged $9.99 for one book of checks. During the next week I withdrew some cash leaving a balance of about $5. 


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For the past year my fiance's payroll check has been going through every Friday morning, over the weekends we would pay our bills and do our shopping like normal. Never any issue. Well this past weekend we had a total of $503 after a check was deposited. We spent a total of 425 over 6 different transactions. We did end up over drafting on Monday by $96 including a $35 fee which we had intended to bring current Tuesday. By Tuesday morning I discovered our account was negative $306... They are trying to charge us overdraft for the 6 transactions that were covered by the money that was deposited by his check. This is an outrage!!! I will be looking into filing a lawsuit, and will definitely be switching banks once these charges are fixed!


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Do not bank with Citizens! I've been a customer with them for over 10 years and today learned they wiped out my account leaving me with $50 to survive on due to being late on my student loan payment. I called in advance to inform them this month's payment would be late (after paying consistently and on time) but they still took the money AND my monthly payments are $150! I called to explain that $50 is not nearly enough for me to survive on for two weeks and they basically said "sorry." As soon as I am paid again I'm withdrawing all my funds and moving to another bank. If I had not taken out cash yesterday for other purposes I would have no way of getting through these next two weeks. Inhumane practices and sub-par customer service, at best. Stay away from them!


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I have been banking with Citizens Bank for over 4 years, and have yet experience anything positive with them. My latest disappointment is how they are handling my "account takeover" (fraud) situation. Two weeks prior to the incident taking place, I had to call in and replace my Debit card due to a fraudulent charge to my account even though the card was in my possession. At the time of my call, they only ask (for identity verification purposes) very minimal questions, super basic. Two weeks later, my account was hacked and looks like someone called in pretending to be me, created a whole new account and took out a bunch of cash from several ATMs. 


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This bank took $700.00 out of my account because of an error with Zelle. I spend over 2 Hours on the phone with them. They DON'T have any explanation about where the money is. They only tell me it take 52 hours to come back into the account. Sam ** is the worst customer service manager! This man was rude and has no business calling himself a manager or supervisor, he should call himself a **! The best part is how when you try to complain online, it will not send it to customer service.


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I made a claim for the first time since 1999 when I got my account and the claims department was very nasty to me. The lady asked me am I sure someone used card. I told her it was a fraud charge cancel the card send another one. Why would she make that type of statement. I spoke to her manager and she agreed that she shouldn't have said that to me. They act like it's their money they are using for the claims. Why do they care? They have insurance on money for fraud incidents. I called another day to ask about the claim and I got the same lady and she said how did this happen. So I take it she does that to all claims callers. This is sad and I will cancel my card and account. I will not be treated like this and I am the victim.


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I was very happy with Citizens Bank for my mortgage until (post divorce) I went to refinance. First, I refinanced back to 30 years to afford the payments (17 years ago). Then, 7 years ago when interest rates went down, I tried to refinance from a 6% mortgage to a 3.5% rate. They turned me down!!! I was good enough, despite my low income, to pay 6%, but not good enough to pay 3.5%. I was furious!!! Three years ago I found another financial institution with a great reputation, and they accommodated me. I paid off Citizens and took my business elsewhere. Overall, I really like Citizens Bank, but turning me down, esp when I had a great source of equity and an excellent credit rating made no sense. Shame on them. I will even pay off my mortgage ahead of schedule.


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My car loan was through Citizens Bank. I was always on time with all my payments because it was being automatically taken out from my checking account. I thought my loan was already paid off but it was not. I got a phone call yesterday stating that I have never made my last payment and it reported to the credit bureaus because I was over 90 days late. She stated that the last payment has to be manually sent in which I was never informed before. I even called in before it was paid off to ask how will I be receiving my car title after it’s paid off but that representative never mentioned to me about the last payment has to be sent in. 


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Citizens Bank. It's all about the customer. They're available 24/7. They communicated with realtor, title company and me. Never missed a beat. Excellent service.


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In spite of a lawsuit for overdraft fees in 2012, they are doing it again. Not processing deposits while processing fees. In 45 days, they assessed me more than $800 and processed fees before the deposit to do so.


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I overdraft my account 7 dollars. The next day I put the 7 dollars back in. My account was good after that. 2 days later it said negative 69 dollars like where the hell did that come from? Dont make sense. I gotta pay 69 for 7 bucks. SMH. I'm not paying it. They better waive that or close my account.


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I received 11 overdraft fees in one month. 7 came in one day while I was on vacation. I never got any notification. I just kept getting charged. I’m going to get a mortgage and I never overdraft in my account. It’s going to be tough to explain this to a loan officer. I been banking with Citizens Bank for 10 years and they only offered to waive 3 of the fees. I think it’s wrong that they keep giving you fees for buying a small coffee. Why should a coffee cost 35 dollars?


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Citizens Bank is the worst bank that I have ever dealt with. I made large deposit after speaking with rep. Made large deposit took three attempts to checks right. Attempted to clean up liens on home that were already paid. It's been one week and find out Citizens wrote down incorrect number book/volume. Still waiting for them to fix it, told they have to investigate. I will be withdrawing all funds from this bank. Also they charge family members $8.50 a check when you write them out. Don't use Citizens. You will regret. I gave them several attempts to fix problem and it still is not fixed.


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Citizens opened a checking account in my name without my knowledge, the account was attached to a scam artist tax preparer, who opened this account without my knowledge, he used a email address that he created with his own telephone number on account and signed my name on Account! He apparently opened account in a Acme store location! I was just made aware that other Banks are involved in class action suits for being involved in the same behavior of opening accounts without person's knowledge! 


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I was a customer for over 10 years. The advertisements for this bank state "no minimum balance" and "no monthly fees", these statements are untrue. This bank has taken over $120. on 2 separate occasions due to my balance getting close to a .65 balance. Within 24 hours of the balance being so close to $0, I was charged $42, another time last year when this happened I was charged $42. and it doubled because I did not catch it within their 2 week cut off, another $84. I was told it doubles every 2 weeks, so if I had not caught it, it would have been $168? I had 2 checking accts and there was plenty of $ in the other acct., but they do not help you by transfer, to not go to the under $1 and again NO loyalty such as a phone call or email to give a heads up, like in the old days. 


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The bank automatically enrolls you in Overdraft Protection with a Line of Credit. Even if you have two accounts, they don't link those accounts together so any overdraft is taken from the second account. If you accidentally overdraft an account, you get a Line of Credit "loan" which they then charged you 22% interest rate on monthly. There is no notice that you have overdrafted so these "loan" payments continue until you notice a ding in your credit report. It is not even clear online what is happening and you can't even pay off this "loan" online if you wanted to. This has happened twice to me now. I swore that I cancelled this "feature" the first time it happened to avoid this, but just realized it happened again when my credit rating took another dip. The first time this happened, I called the bank and they told me to write a letter to the manager of the branch where the account was opened. I do this, but received NO REPLY.


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I have home equity line of credit with Citizens Bank, they decided to raise my interest rate without the Fed raising the prime interest rate. I called the Bank after being hold forever, I was told Wall Street Journal made recommendation. DO yourself a Favor and Bank somewhere else.


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While I made a grave error in judgement your fraud department officials should be fired. I realized my problem from the first time but cancel all accounts (after thirty years) because of single returned check afterward is I believe is really just in necessary and quite frankly a mistreatment of power. I wish I had that individual in front of me because he or she has a real power trip complex. To close the accounts of someone who has over $300k investments with your organization is obviously not important to you or your investors. I did a review of your bank's satisfaction and it is obvious your president and CEO is out of touch with the real world. I don't usually make such posts but felt compelled to do so because of your treatment of me.


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I opened an account last year with Citizens Bank in Dudley branch and few months later there was 500 withdrawal out of my account on Feb 2017 - apparently someone walked in and the teller gave them $ 500 out of my checking. I called and explained to them that I only opened my account there. I never walked in ever since and how is that someone is walking in and able to do a withdrawal? They apologize and stated that they investigate the situation and credit my account. 


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I have been a customer of Citizens Bank for quite some time and other than their oft-complained about overdraft policies, I have had a relatively good experience and like the staff of my local branch. However, the reason I am writing this review is that all of that has since changed. I originally opened my account following a divorce and should note that I am a single father to a two year old little girl. I was also unemployed at the time, but still frequently used the account. I have recently started a new job and after working for the first month I was issued two corporate bank checks to deposit until my direct deposit becomes effective at the next pay period.


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I own many rental properties and have had over 20 mortgages over the decades. I have dealt with many different banks for this. Citizens is the worst by far. Incorrect insurance amounts being paid out of escrow accounts wrong, year after year, they have missed paying property taxes out of escrow accounts at times, a total pain trying to get mortgages paid off early, you can not go into a branch and do ANYTHING with your mortgage as far as paying it down or getting their screw ups corrected, statements come saying the it is auto paid from an account (as is suppose to be) and then followed up with a letter saying you have not paid it. Nothing but constant babysitting their terrible bookkeeping. I quit dealing with their mortgage department 6 years ago and in the middle paying off the last mortgage (24 early) I have with them. 


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I applied for a personal loan and was approved. Provided all documentation and signed all the paperwork and downloaded the same. Waited a week still no deposit into my Citizens Bank account. I logged back into the website that I filled out the paperwork on to discover that my loan application had been declined. I have been banking with them for over 15 years, have 3 accounts with them, have an 806 score. I also have their credit card which they have never reviewed for a credit line increase ever and I can't use because it has such a low limit that if I spend over 100 dollars on it then I'm at 10% of my limit and it negatively affects my score.


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I've been a client of Citizens Bank for more than 10 years, and they've been progressively going downhill for years. They are one of the most technologically-backward and deficient industry. Their website and app are routinely atrocious in their usability, including randomly not accepting your password, even when you've not changed it, forcing resets. I've probably had to reset my password at least a dozen times in the last six months alone. Their customer service reps are frequently a range of useless, to unhelpful and rude. Their basic and mid-level accounts have few if any perks to them.


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On 3/1 I accidentally used the wrong card to pay for an item via PayPal. When I noticed on the 1st (this is not my primary account, though I was planning for it to be... definitely not now), I attempted to make a payment with the "express delivery option" to cover the amount, but the website kept giving me an error message telling me the dollar amount format was incorrect. No matter how I formatted it, I kept getting the same error message. I emailed customer service to let them know about the issue with the website and was expecting a quick reply given that I was trying to pay them, but I have so far received NO REPLY to that communication at all. Calling didn't seem like the most reasonable move, since I doubt it would have been any easier to get in touch with the IT department via phone.


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They can set up any account for you within minutes or even hours, but their fees are insane. There’s no loyalty for their account holders. What sense does it make to charge a NSF fee, then additional fees each day your account is negative? If for some fluke or odd reason the account holder falls on hard financial times, the account goes into a negative, then Citizen Bank will access a fee EACH day the account is negative! What goes on in the minds of the board to think “while the account holder is negative, giving them more fees will help him or her to crawl out from the financial hardship faster.” WHO THINKS OF THIS NONSENSE!!! How does assessing more fees on top of fees makes sense!!!


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Citizens did not have my current address on file so I did not know my mortgage amount changed at the start of the new year. I have bill pay set up and sent out the payment for Jan 2018. Because the payment was less than due they refused my money. I did not know this. The only way I found out is that somehow they knew to send my check back to my current address which I received yesterday. I called immediate this morning at the start of business and was informed that I was considered late payment and they sent a ding against my credit. When I asked to address this, they said I would have to take it up directly with the credit agencies. 


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We have been loyal Citizens Bank customers for 15 plus years. Overdrafted our account twice in those 15 plus years. I messed up on my check deposits and withdrawals. They charged me 3 times overdrafts this time around and will not even budge on refunding one of them. Imagine being a loyal customer all that time and dealing with them not offering any help at all to you? Alexandra ** manager accounts support department was rude, not helpful and did not care that we were loyal customers for so long. We will be closing our account with Citizens and going to a local bank. I would not recommend Citizens. They treat you like a number not a person.


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The worst customer service. After becoming a victim of fraud and trying to get things resolved I must have hit every wall imaginable in regards to getting my account in order. It took a month to get my account closed and reopen a new account. During that process they never sent a new card. I had to request a new card 3 times. They sent the pin code but no card. I was never reimbursed for the fraud and lost a large amount of money. The customer service was sleeping on the phone, never filed the disputes properly and was told a number of different stories. I wrote down every person's name and number after every conversation. When I called back I was told that person didn't work the department or there was no person by that name. Now that I've been disputing the fraud charges for 6 weeks they say there is nothing they can do.


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Citizens Bank has been the worst bank I have ever dealt with in 30+ years of banking. They were very quick to get us in the door to work with them and offered all kinds of incentives to join their bank so as a small business owner who was looking to partner with a bank, we went with them. What. A. Mistake. It is a very long story and I don't want to bore anyone with the details but Citizens almost caused a small thriving trucking company to close down. Thank goodness we had a savings account (with PNC Bank) to keep us operating while we fought with Citizens with no cooperation whatsoever. So, we moved all of our banking to PNC and closed every account we had with Citizens.


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I've been banking with Citizens Bank for 10 yrs since I started my first job and I never had a big issue or at least what I thought wasn't a big issue. I literally got charge a $35 overdraft fee for my account being -.16. Now I called months ago to know what the overdraft policy was because I gotten mixed info from a representative at the actual bank. So I call in and get some help. I was told that if my ACCOUNT was over 5.00 that I would be charged a fee not the item. 


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I applied for a personal loan, it came back as Denial Letter. The reason is * the debt to income ratio reflects excessive obligations. So I called the 1888-333-0218 and asked the simple question. If I provide rental income over 75k, my income is 54k a year and I applied as debt consolidation loans why will my loan be a denial letter. (By the way my credit score was over 800.) She said, "If you put the money in your account we don't know if you will pay off your balances." "Ok, do your bank not pay off the debt?" She said no. Citizens Bank please put on your website you DON'T payoff debt if someone applied as debt consolidation. If I know that I would not apply with your bank.


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My Dad used to bank there in Pawtucket, RI. At that time, it was a nice hometown bank. Later they got so big, bought out by Bank of Scotland, that they bought our Charter One in Ohio where we had an equity line of credit. It was convenient over the years for us, but suddenly Citizens bought them. Immediately, they terminated it and charged us to close it out. If you don't pay the charge, they keep a lien against your home. They were really mean! We were told by the manager at our local Citizens bank that we could do nothing about it. Well, just like food you buy, you can do something about it, don't use their services! There are many other banks and credits unions that have helped us out.


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My son made a bid for a NYC condo and had a pre-qualified mortgage with another bank. The condo owners required we take out a mortgage with Citizens Bank, because they had "approved" the building for mortgages. Our lawyer found too many red flags with the condo association including a 2.5 million dollar loan which they wouldn't explain and a lawsuit against the builder who renovated the building. Citizens Bank asked me to co-sign the mortgage to make sure he got the loan. I was hesitant giving a bank we didn't work with my tax returns, but did so.


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Worst bank ever. Just keep adding fees and overdrafts. Don't. Notify you till 2 weeks later. That they charged a fee then add another fee. Crooks. Should not be in business. They just. Steal your money.


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My husband and I have good credit and we always pay our bills on time. We received an offer for a personal loan which we were going to use to consolidate some bills. We supposedly were approved for up to 50,000 but only asked for 10,000. We were pre-approved so when we did the rate check it did not affect our credit rating. For some odd reason when the loan went to be approved it was denied. So now it will show up on our credit report and affect our credit. I did some research to see if this is all legal and what I found is most times that you are denied for a pre-approved loan is because you did not respond quickly enough to the offer and perhaps something involving your credit has changed. 


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This is for Boylston St Boston branch. On January 2, 2018 I realized I was completely out of checks despite having submitted reorder form to a teller a month earlier. I was upset as I could now not send out checks on time and requested some temporary checks but was told that could not be done. The acting mgr Mike said he would put a rush on new order of checks and they would refund the charge for all my inconvenience. He directed me to bring in the statement when the charge of $58.88 appeared and they will remove charge. 


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I’m definitely considering a lawsuit at this point. I’ve had too much taken from my account, from the hands of this Bank. Citizens literally withdrew over $3000, out of my checking account, without my permission, causing, my already scheduled bills, to be returned as unpaid, and now states that I had “insufficient funds”. The statement on their website doesn’t even say what the withdrawal was for - it says, ”Citizens’ Bank DEBIT MEMO”. Can’t wait until this bank is opened today! I’ve had enough of them stealing the money out of my account. Citizens Bank just “helps” themselves to their customers' money. Word of advice to other consumers - this bank has mystery charges, and they will take any money that they can from you, without notification, sending you into negative balance, so that they can collect more “fake fees” from you! RUN, run, run!


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First off, I opened my bank account online. Because I didn’t open my account with a balance initially it was closed (I guess I took too long) and I had to go to a local branch. I did. Reopened my account and made a deposit. The teller and I reviewed some paperwork. I signed and that was the end of that. When Friday rolled by I went and deposited my payroll check. Not aware of this “25 day grace period”. So, there was a hold placed on the funds. I was told it’d be available that Monday. I survived the weekend. The app continued to state funds would be available on 1/22. When I reopened the app in the morning the date changed to 1/26. What? 


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I would NOT recommend this bank to anyone! I am currently banking with them and have been banking with them for about 3-4 years now. When I lived in Lincoln, after MANY times of them doing anything they could to get me to make an account with them, I finally did. At first it seemed like a great bank. Then the past year and a half I've had fishy over-draft fees. When I make a transaction, it automatically tells me my new balance on the online banking app after I refresh it; therefore, I know exactly what I have even if it hasn't gone through on their end yet except for checks of course. So, last night my balance as of like 11pm was $6.01. I went to bed and woke up and it was -$3.67, so I go to the bank to put money in before 10pm, as you have until 10pm of the day that your account goes into the negatives to put the over-drafted amount in to avoid an over-draft fee!


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DISCLOSURE: Citizens Bank recently settled a lawsuit for 137.5 million for manipulating transactions to maximize overdraft fees. NOW READ THIS: I have tried to shut down my Citizens Bank account after moving from Philadelphia to Washington, D.C. where there are absolutely no Citizens Banks and was unable to. I tried to shut down the Citizens Bank account because there are NO CITIZENS BANKS IN D.C. and I exceeded the amount of money I could MOBILE DEPOSIT ($5000) and COULD NOT PAY MY RENT OR BILLS.


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I could not get a $30,000 HELOC loan from Citizens. I own two homes and only one has a mortgage. My credit score is around 725. I have had the same employer for 10 years and I have lived in my own home for 14 years. My income sources bring in around 140K yearly. So, if I can't get a loan from them then who can? This loan for a line of credit.


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Bad Customer service. Finds any way to take money when they can off their customers. They do not give you updates on your own money and gives you false readings of your money on their website. By far worst bank to have money in. I will be switching banks as soon as my deposit start going to my other banks. You guys need to get your people together and stop taking other people's money.


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Over 12 years banking with them and they throw you out like an old shoe. No issues until this past November and every department has a different excuse. They say one thing do another. Give an option then you're an idiot 'cause they never said that! Like I am pulling information out of my butt and making things up. I would NEVER recommend this bank to anyone. You can’t even give a disabled person their December monthly income?! Excuses and LIES!!


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I could not get a $15,000 loan from Citizens. I own two homes and only one has a mortgage of 30K. My credit score is around 735. I have had the same employer for 15 years and I have lived in my own home for 33 years. My income sources bring in around 100K yearly. So, if I can't get a loan from them then who can?


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On December 13th I reviewed my accounts online; as I am diligent in doing, and noticed a withdrawal of $3800.00 from my savings account had been made on December 8th. I called immediately to report it and was told I signed for it. I said I most certainly did not...where did this occur and was told, after being put on hold numerous times, at some in-store branch (some store I've never even heard of) in Philadelphia... I live in NH and was at work on December 8th. Then begins the whole process of filing a fraud claim. Understand, I have been with Citizens Bank for ~30 years and for the most part have always been confident and pleased with them. 


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Very frustrating! I received a personal consolidation loan about 6 months ago. Since then, my credit has improved tremendously! I contacted them today about refinancing for a lower rate (4% lower than my current according to their website and my credit score), and they told me that they do not have a process set up for refinancing at this time. You also can't apply for a separate Citizens Bank loan to pay off the existing. I've never once heard of this "not being able to refinance a loan". Take your business elsewhere!


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I have read reviews and it seems like I have the same situation. I have been a customer at Citizens Bank before when it was Charter One Bank for at least 15 years. I have overdraft in the past and willingly pay the fees knowing my arrears however I'm not always been happy with it. I was led to believe there was three waiver a year and a $5 Grace when. I had a automatic withdrawal from a gym membership come out for 2005 I purchase headbands for $4 the same day neither processed till two days later. Because of their withdrawal rules it process the gym membership before the $4 purchase which resulted in a -19 overdraft when I was really only short a dollar. So now I'm paying $36 or a $1 overdraft and the overdraft is still pending. It doesn't show up on my account yet and I wasn't aware of that.


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I had an issues with a company withdrawing money without me knowing. The customer service rep at Citizens told me to file a claim to stop payment and get money back without all the daily overdraft fees. I specifically asked more than once if the company can access my account to put money back because then I would have gotten it back twice. She assured me they can't... But they did so citizens then wanted their money back too. They set a draft date 2 days before my pay so I called electronic banking asking to delay the draft date. She said it was set and fine. Having a problem with claim filed already I asked a few times if she was sure... Said "yes it definitely will not draft" then it did so I called same dept to complain. 


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I have accounts with a few other banks and I work for a financial but have never found a worse customer experience or nickel and diming than with Citizens Bank. Fees to get hard copy statements. Incoming wire fees. Deeply troubled website and ability to log in. Blocking ACH's from large verified US Banks. Charging income wire fees ($18). Generally terrible customer service and stonewalling for speaking with supervisors and a general runaround. Worst of all they won't close my account and send me my money. Don't do business with this bank... There are plenty of other options of banks that will appreciate your relationship.


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Citizens Bank took two payments out last month and they have no idea how it happened. Here it is a month later and still I cannot get my money back. Apparently it is okay to steal from your customers. Called again today and they continue to hang up on me. I have been charged overdraft fee up the you know what and this company will do nothing to fix their mistake. Will not be making another truck payment until I hear something back and some sort of resolution is put in place. DO NOT BANK HERE. THEY ARE CRIMINAL.


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I went to Citizens in NH to apply for a VA loan for my son who was deployed, they asked for the same paperwork 4-5 times, did not know what they were doing, told him that when he deployed I could not sign as his POA, and that he could not use the VA loan because when he finally got back to the States he was getting out of military full time and doing the weekend and 2 weeks and going into a different line of work with the DOD. 


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When I was 12 years old in 1985 (32 years ago) I walked up to my local Citizens branch where I am still at till this day and opened up my first account. I've been a loyal customer ever since and even used Citizens when I owned my own business from 1998-2009. This past September 27th my application for a HELOC loan went through and within 3 days I received a letter saying that I was conditionally approved. I own my own home free and clear (appraised at ($250,000), my credit score was fine. The only issue I have had was the fact that I have 3 jobs but all 3 jobs are relatively new. I started them all 6 months ago.


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My Atm card had a password reset, or so I thought after I spoke with customer service. When I went to withdraw money it retained my card on the weekend no less. 3 days later I got back. Had to get a pin mailer. In the meantime it allowed me to use my card as credit. While doing so since the pin on my card was no good, I reset the pin to get into my mobile app, that went funky on me. Expecting my Christmas bonus from work and knowing if something went wrong I would get a text alert. Fast forward a week when I got my weekly balance text and saw my account was negative over $400!!!! As soon as I could I grabbed literally every dollar I could and deposited $525. Should be ok, NO WAY! After my deposit I was still negative $311!!! How... FEES!!!! 12 OF THEM TO BE EXACT AT $35 EACH!!! No text alert, nothing in the mail...no call to see if my card was stolen...NOTHING. 


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Yesterday out of clear blue received a letter stating my account is closed, also my business account. Called. They can't discuss it. The letter received from Citizens Bank doesn't even have a name of the person who wrote the letter. Stay away from this bank! Not consumer friendly and not Business friendly. Run away from them!


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I've been with the bank for some time now and I just deposited a check from NYS and the next day allowed me to go to the branch and withdraw money. Now because of that they put a hold on all my money until it clears. They put an extended hold on a NYS check. Wtf. I can't get a dollar out. I just had unemployment deposit Tuesday. Can't get a dollar of the that because of their mistake. A family goes without Thanksgiving dinner and is forced to struggle until they say it's cleared and on my bank app I can't see all the money in there. Lots of ** up mistakes. They tell me it's up to the back office to release the funds. My lawyer is not happy. I'm just waiting. I was told funds would be available tomorrow. Wtf.


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I opened my account online. Went to get a counter check to get my direct deposit going. They say they don't do counter checks anymore. I ask if I'm getting a couple in the mail with like a welcome packet. They say "No, you only get them if you open a account in branch." What discrimination. I ask if they have any coin counters at any of their branches. They say "No but you can use a machine at the entrance of the store and they charge you." I say "Why would I pay someone else to do your job." Terrible service. Won't be banking with them long. Murrysville, PA Giant Eagle location.


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Updated on 09/13/2021: I closed my Citizens account in August. They proceeded to allow an automatic transaction to go through which hit the account and overdrafted me. No one from the bank alerted me about this so it continued to overdraft until one day I decided to check it and make sure citizens closed the account since they have said to me before they would do something and I find out it was never done. It was the case again with this. Now I owed them over $150.00 in overdraft fees that they said they would refund...hasn’t happened and that they would close my account. 


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I took a trip to Citizens Bank today, I decided to get rid of my overdraft on my bank accounts, so if I don't have enough I'm my checking account they can take the rest out of my savings, guess how much I need in my checking account so I won't be charged a fee (5,000) dollars. Going to transfer my money to Navigant bank. (BYE SEE YA)


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I have had accounts with Charter One Bank aka Citizens Bank, since 1992. On 11-14-17 I discovered that fraudulent activity occurred on my checking account. I contacted customer service and had extreme difficulty understanding the c.s.r. who spoke with a heavy Hispanic accent. They outsource customer service to Panama City! My husband's debit card info had been compromised, so I asked her to block his card. 


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Run from them. They stole my vacation money I transferred into my account to celebrate my son's one year and something months out of the hospital. It has been stuck in processing while we are at Disney world. I will be make this a lawsuit matter as I am done being transferred around on the phone and will be sharing with the media. They are thriving crooks.


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I was getting issued another card (not my idea), and they asked for my updated address. I gave them my new address, a week passed and still no card but I was able to get a hold of my money so I thought nothing of it. Another week passed so I called again to check and they once more asked for my address and I told them, number by number and spoke slowly. The third week comes and still no card, as I go to buy my son's milk my card is declined so I call them. They state that the new card was returned to them because they sent it to the wrong address and I couldn't get a new one until four days later. So here I am with a hungry nine month old and not able to use or get a hold of my money because of their three weeks of not listening.


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Today (Monday Nov. 6, 2017) at approximately 10 am I attempted to deposit a check made payable to me (as I have dozens of times over the last 15 years that my business account has been open) and I was told that this was not a valid payee. This is the second time in the last month that I have been questioned on a deposit to my account at this Branch. Both of these instances have occurred at the Stoughton, MA Route 138 Branch (not the Stop and Shop branch). I have deposited funds there numerous times over the past 15 years at this very location. I have no idea as to why I am being questioned, when I have no issues with the Cobbs Corner and Sharon, MA branches that I also frequent.


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I am not surprised at all that Citizens Bank rates only a star and a half. If there had been the option of a rating with no stars, that would have been my choice. I have been with Citizens Bank for quite a while and over time their service has just continued to get worse and worse- but today takes the cake. This morning at about 6:30am I checked my checking account to see if a check that I deposited on Saturday had cleared the account yet. According to my mobile banking app, it had cleared. Fast forward to 8:30am and I'm now on my way to work. I stop at the Citizens Bank in downtown Boston to use the ATM machine and I get a message about how my card has been deactivated- “Please go see an associate.” So I do. I go in and ask the lady what's going on with my account. She takes my information and reviews the account.


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As a 10+ year customer of Citizens Bank I deposited my payroll check on a Friday as I had been for the previous month via the mobile check deposit. Deposited before 10 pm means the 'funds' are available the next day. As someone who lives paycheck to paycheck, I need to pay bills that next day. I noticed Sunday evening my account was negative several hundred dollars. I immediately called customer service. They stated the payroll check hadn't actually cleared but it was going to by tomorrow.


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My elderly mother has a credit card through Citizens Bank. I have Power of Attorney (POA) for her. We recently had a problem with her credit card and I called customer service for assistance. They would not talk to me because they had no record of the POA. I went into our local branch with my POA paperwork. I explained my mother was no longer able to handle her own affairs and living in a home. 


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These people have no respect for you. They steal and steal and steal with their overdraft fees. I was charged multiple overdraft fees without me even noticing. These people disgust me and I do not think you should join here ever.


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In August 2017 I called customer service because I had over drafted by $.14. And was charged $35. I thought I had overdraft protection? So I called to make sure. Apparently it changed so I enrolled in overdraft protection once again. Didn't receive anything in the mail to sign approving the switch. 2 months later, a similar situation occurred. $225 in overdraft fees until they sent me any mail. (Received 5 days after date on letter) The switch to Overdraft protection never happened. I called, was transferred 5 times. Nobody could answer any of my questions. I never signed anything to switch out of the overdraft protection!!! Another class action lawsuit is coming their way. This bank is a giant thief. I will be switching. Stay away at all costs.


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This company needs to properly train your employees in customer service. My experience earlier this afternoon at a Philadelphia branch was completely unacceptable. The moment one of their employees could no longer provide me with information that could help me quickly resolve a lost debit card incident, was the exact moment she should have apologized that she could not be of more assistance, or even suggesting the corporate number. Instead, she chose to get an attitude and speak to me rudely, and disrupt the emergency phone call I made to my parents, who due to their own employees breaking the rules upon setting up my account, were the only ones who would be able to help me secure my account. 


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I would honestly love to give them a good review but the amount of money they have taken from me in overdraft fees is disgusting. Not to mention, I’ve had to call multiple times for replacement cards due to the fact the chip malfunctions or the card cracks.


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I deposited a payroll check on a Friday and then paid several bills from my checking account, not realizing that Monday was Columbus Day and was a banking holiday. Although the deposit cleared on Saturday and I was able to pull money out of the Mac machine I was still charged 7 overdraw fees for transactions that took place on Monday as the money did not technically clear till Tuesday. I got nowhere with the customer service representative on the phone and was blown off by the bank manager who seemed surprised when I decided to close my account. This bank has been involved in numerous class action lawsuits which the bank manager did not appreciate me pointing out. Run don't walk away from this bank they have obviously not learned their lesson and there will be another class action lawsuit very shortly for their unethical business practices. If I could give them a negative number of stars I would.


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Citizens Bank will "legally" steal from you and screw you over. Their Customer service is the WORSE. It's so bad that my wife and I went to one of their branches (409 East Ave. Pawtucket, RI.) after being on a really long and fruitless conversation with them over the phone. We went to close her account. Can you believe that when my wife told the "customers assistant person" that she was looking into closing her account, the "customer assistant" replied back, "Ok, can I have your ID?" Wow Really. No "sorry to hear that", No "why would you want to do that" OR "let me see what I can do for you, to avoid closing your account today". Nothing! I was so stunned by that and told her, "Since you people are committed to lose customers now. Go ahead and close mine as well" and I'd throw my card over her desk. 


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We had a checking account with Citizen Bank. We closed it in August of 2017. Unfortunately, we had a gym membership tied to the account. When the request for payment came from the gym to Citizens Bank, the bank "reactivated" the account with zero funds, paid the membership fee, and charged overdraft fees. No notification was sent out. This continued for 3 months before we stopped in to check on a CD. The manager was very short and kept saying it was their policy. I will never do business with this company again.


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I left New England and moved to NC, where there apparently aren't any Citizens Banks. I tried for months to close my account, but they simply would not close my account and continued to charge me a $12 monthly fee because I was not able to deposit. I did everything, spent hours calling, faxing, everything, but no one would help me. Citizens Bank is THE WORST bank, and dealing with them is a nightmare. Citizens Bank will "legally" steal from you and screw you over. I hope no one else gets cheated out of their hard earned money by these crooks like I did.


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I pay my monthly mortgage on time every month. Same amount automatically deducted from my account. This past month my mortgage duplicated the payment out of my bank account by mistake. The money got refunded and I got hit for overdraft fees each day. I only had enough for my original mortgage payment. Wouldn't you monitor that issue and inform your customer about it before you allow it to go through and allow it to overdraw?


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We locked in a mortgage interest rate of 3.25% with.125% credit, for 60 days with Citizens Bank. However, when we received the closing disclosures for the mortgage, the interest rate was listed as 3.5%. When I inquired about this discrepancy, my loan officer, Maria **, told me that there were utilization ratio issues (due to the fact that we were closing on our purchase before our sale, despite the fact that this had always been the plan), but that she had taken the needed steps to get the rate I had originally been quoted and had submitted all necessary documentation for approval of the originally quoted rate. My loan officer later confirmed via phone that this had been approved.


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I have had this account for almost 11 years. I have been playing a vicious game with them for years. They like to back date overdraft fees and cash deposits. This bank has been overdrafting me even though I look at my account several times a day. I know exactly when checks have gone through and when deposits are made and they tell me no I am wrong. I have screenshots proving my account was not overdrawn and still customer service says no they don't know why online banking says this, that I am in fact overdrawn. 


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I am a business customer, I've been with this bank for many years just because I've been too lazy to make a change. The fine folks at Citizens Bank have taken the time to MAKE SURE THAT I MOVE ALL 6 ACCOUNTS TO NAVIGANT AS SOON AS POSSIBLE! I had a check that I deposited returned, but they never sent me a copy so that I could redeposit it. The return was on August 24th, today is Sept 18th... Still no copy for me to redeposit. 


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I've just spent 30 minutes of my lunch hour time trying to access my online mobile account to pay my bill that is due today. First, it didn't recognize my password. Then, when it accepted it, it told me I had no internet access, although I clearly did. Then when I switched to a desktop computer, it locked me out and informed me I'd had "too many log-in attempts" and needed to change my password. When I tried to do so, it asked for my debit/ATM card number, even though I was on the credit card log-in site and DO NOT have a checking or savings account with Citizens Bank.


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I received and electronically deposited a refund check from my son's college into my Citizens account. After waiting for it to clear the usual 24 hours and noticing the funds were still not in my account, I called both the Citizens branch and Customer Service number. After getting the runaround for several hours (no answers as to why the delay, no calls back, false promises, and ultimately no resolution), I was told the check was suspected of fraud and Citizens had a high concern based on the financial institution and security features shown on the check that it would not clear. They said the funds won't be released until 9/19 at the earliest - 10 days after deposit! They escalated the case to the Office of the Chairman and I was told they would respond quickly... I am still waiting for a response. 


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I am charged overdraft fees all the time. For example. On Monday 9/11/2017 my account was fine, on Tuesday 9/12/2017 my account was fine. Now I know there is a $300 check out there going to be cashed but as of Tuesday 9/12/2017 it was not there. On Tuesday 9/12/2017 I deposited money into my account knowing this check will eventually come through. On Wednesday 9/13/2017 they put the check through and back dated the date. It went through to 9/11/2017 then charged me an overdraft fee. The check cleared of course because I put money in the bank on 9/11/2017 so when the check actually came through on 9/13/2017 funds were available. But they still back dated the check and charged me. 


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I started an account at Citizens even though my some family members and friends warned me but I fell for the SCAM. Citizens Bank charged fees for mistakes they've made. You can be charged $35 For a pending overdraft fee that hasn't happened yet. I Deposited money into my account that has overdraft protection, oh by the way they charge you $12 to transfer from your saving to cover that and then you still get an overdraft charge, who's protecting me. Try asking for a supervisor (joke) they will stick to a script or better yet maybe I was talking to a Robot. Bottom line for whatever reason you are considering Citizens Bank don't. Regardless of your financial status your money should be protected and grow. With this bank neither will happen.


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I have been a customer of Citizens Bank for over 10 years and am still appalled by the lack of customer service I recently received. I wrote a check to my brother-in-law and his wife to celebrate their wedding and help provide funds for their honeymoon. All seemed well as they cashed the check and it cleared prior to them leaving; however, a day later Citizens took it upon themselves to reverse the check. I noticed this and called customer service and am still dumbfounded by their ineptitude and lack of empathy for potentially ruining a newlyweds’ honeymoon. Long story short, their only solution was for me to write them another check. Despite them being out of the country and Citizens having the account information where they initially deposited the funds, their only remediation was for me to write another check. 


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I being a customer for over 10 year and never had any problem with Citizens Bank. The bank teller are so nice and honest. They are always there to help and answer all your questions.


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I have been with Citizens Bank since I was 12 years old!!! I opened the account with my mom, I have been very loyal to them and can't believe what has happened before my eyes. I was a victim of fraud and my account number routing number and debit cards were all stolen and made charges of preauthorized debit. Just a week before Citizens called me to tell me my account would have been "drained" if I didn't cancel my card, so I did. Now, just a week later I have all these charges appearing, I immediately contacted Citizens and was told I have four overdraft fees totaling up to 175 dollars! As a student who pays everything on their own that takes away my groceries etc! I have student loans with Citizen, regardless I am now waiting on my claim to come back and to quickly close my account and NEVER reopen one again.


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I received a check for $3500, inviting me to be a secret shopper. I discussed it with a teller - we both agreed to be careful about possible fraud. I deposited it, with the understanding that we would wait "at least 3 - 4 days" for check to clear. I deliberately cleaned all remaining funds out of my account, leaving only the $3500 deposit. Four days later, I returned and was told that check had cleared. Teller - different from 4 days earlier - specifically told me that the check had "cleared" and that the funds were "in (my) account". Repeatedly, she advised that money was in my account and available for withdrawal. I withdrew the cash and, as instructed, made a purchase for several hundred dollars and then wired 3K to directed recipients. It sounded strange, but I knew that Citizens Bank had reassured me that the check had cleared and that the funds were IN MY ACCOUNT!


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Overdrafting is a huge problem with Citizens Bank. Overdraft 1 hour you're already charged fees. That's wrong. It's highway robbery but they tell me it's ok and they're doing nothing wrong even though I put the money right back that **.


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Citizens Bank has a variety of interest bearing account to serve your needs, including many types of checking that do not have fees. When your circumstances change they are willing and able to change types of account to meet your needs, even if only temporary. Their bank card services are great. Includes no fee cards with nice rewards.


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The Citizens Bank financial planner was the worse. He suggested I would need $59k a year to retire and I currently bring home the same amount and save aggressively.


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Citizens Bank is misleading customers about banking with them. I opened up a account and was told I should receive my card within the next few days. So I got my card and tried to activate it, and it asked me for my pin. Meanwhile I never know I had to wait for a pin to come in the mail just to access my funds. The banking agent I set with for 3 hrs failed to mention I had to wait for a pin by mail. I feel like I was tricked into opening up my account with them. Now I have to wait 5 more days after receiving my card by mail just to withdraw my funds by ATM. Whoever thought of this stupid idea need to really rethink it over. I'm closing my account with them and I will Bank with Bank of America because they allow you to setup your pin upon opening up a account.


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My elderly mother received a fraudulent check drawn on Citizens Bank. I know that Citizens was not the source of the fraud, but some bad people who have now turned off their phone number. I went online to the company (Investec, a real company) who supposedly sent out this letter promising $250,000 if you call them and cash a Citizens Bank check for $2,870. I was able to search Investec and easily report the fraud by sending them pictures of the letter and check, and they already emailed me back, confirming this exact fraud, all in FIVE minutes! However, I've spent almost a half hour trying to contact Citizens Bank online, by email, by phone, trying to speak to a human being. FINALLY got through, was transferred to a fraud department and left a message because no one there could speak with me. Based on reading all the reviews I've seen here, mostly very negative, and my experience, I would NEVER set up an account with Citizens Bank.


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I set up a checking account in person at Citizens for the first time, and was explicitly mislead by a banker, causing financial harm to my person. I spent 2 hours at the bank meticulously going through any expenses and fees associated with a checking account. I questioned the banker if there were fees associated with a transfer from the Citizens Acct to an external account such as Eastern Bank. They said there were not. I reiterated this question a several times in very clear language, and they stated in equally clear terms that there were no fees associated with transfers from a Citizens account to an external account. I was clear this was an absolute requirement, and that I would not open the account if it was not met. I just tried to make such a transfer online, and was hit with a 3 dollar fee.


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I deposited a check (on a Thurs) and as expected it first showed as pending. The next day it showed as fully available so I paid some bills. On Tuesday I looked online to confirm the funds had gone to the bills only to discover they had pulled back the check to "on hold" and I was negative hundreds of dollars. I called, the man I spoke to had a barely intelligible southern accent and a surprisingly terrible attitude, very patronizing, sarcastic and totally non apologetic. I felt like I was taking crazy pills. I cannot close my account fast enough but the hold won't be released for 3 more days! AAAHHH!


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After having an auto-pay loan for 65 out of a 66 month term loan with Citizens Bank I received a paper bill for my final payment of the vehicle. I thought this was odd as every other payment had been automatically taken from my bank account. But I figured whatever. The payment due date was 8/1. I have a Citizens branch local to me and thought I would just send a team member to make the payment for me as I was out of town on a business trip. I was shocked when she called me on 7/28 and said the bank had refused my check because it was the wrong amount. Because it was a couple days early my check was for $1.15 more than was due. 


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I have an auto loan that is financed through Citizens Bank. I lost my job and I fell behind a month on my payments due to job loss. I requested a deferment, and my account has been in confusion ever since. Once I fell behind in payments, I stopped receiving billing statements. I received calls about my past due amount as that and my monthly payments were two separate things. I use the one-time online bill pay, but the amount owed online is always different than if I were to call. My point is, I want to pay my bill, but this bank will not easily provide the correct information. 


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Stay away from this bank. They could care less about their customers. I deposited a dividend check with the assurance that funds would be available the next business day for my daughter who was traveling out of the country. Citizens put a 10 day hold on the check because it "didn't look typical"?? What the hell does that mean? TD Ameriprise is about 10,000 times larger than little 'ol Citizens Bank and Tackle shop. I spent 8 hours on the phone with corporate and local branch manager to no avail, although the branch mgr tried his best. They could care less that I need to get funds to my daughter's acct while she was out of the US. Needless to say, my accts will be moved to my Credit Union and I suggest all do the same!! Horrible customer service!! No stars!!


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My husband and I were securing an apartment in Los Angeles (from Philly) for our daughter, who was starting a Summer Internship there. We found a safe and beautiful apartment through Craig's List. I had been in touch with the gentleman renting this apartment for several weeks. He asked that make a bank to bank transfer for the rent and then we would receive the keys. 


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WOW! I see from all the negative experiences that Citizens Bank is ripping many many people off not just me! I am so sick of their fake fees and the way they want to mix numbers around on my account to keep charging me overdraft fees that are false. There will be another lawsuit guaranteed and I will be first in line. This can't be legal! They love to talk around and make excuses to justify their FAKE fees. I would stay far away from this bank if you haven't been a victim yet. Beware. Look how recent the dates are of all the complaints. Unbelievable! Put people's money back.


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Never invest through Citizens Bank. They sold us a market-based CD that lost money until the very end of the 6 year investment period and then magically in the last 4 months of the investment, it suddenly came up to the original investment amount and then gave us 1/2 of one percent interest TOTAL at redemption time. When we redeemed the coupon, they charged us $95.00 to take out our own money and made us wait a week to receive a check sent by REGULAR MAIL, not even certified!


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I cancelled with Citizens Bank Nov. 4 after I back all the overdraft and then in Feb. I go to Cornerstone and they seen everything going on. Call Citizens back and said "You owe $40." 2 days later it was $60. Go to pay them. They said it was waived and get another letter. I owe $60 and go pay it again. It taken care of. Then received another letter "You owe $200" and call and explain what going then me that I need to talk to the branch and they need to talk to each other to straighten out business. I go today to see what going on and they said they can't find it and it went into collections. Now I've to wait till Mon in betweenness both jobs. They have to call collection agency to straighten this out. Credit unions are the way to go. Never again. The worst bank ever.


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I went to close my account with Citizens Bank at 251 Washington St, Attleboro. I asked for the fees to waived or some of them. There is a new Branch Manager and he looked at the account, never acknowledged me, had a miserable look on his face and said to the young lady "no". I have never had a fee before and said close the account and then told that it can be reopened and charged another 35.00 for fees if they put it thru again. Damn. If the account is closed then closed means closed. I said, "But I am closing it and that should be fine." The Branch Manager sitting next to the young lady looked at me with the worse smirk on his face. I was not pleased with this man at all. His attitude needs to be adjusted and he is NOT CUSTOMER FRIENDLY AT ALL. I will never recommend anyone to do business there.


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Worst banking experience - I ended up with Citizens Bank because it has acquired a bank I liked. It seems the culture at the Citizens Bank is very tense, incompetent and inconvenient. Look at their website! The tellers are tense, especially in the North Haven branch. The management is pretty incompetent in the Middletown branch. I have not had problems with Durham, New Haven and East Haven branches. Try not to open a home equity line of credit. You cannot get out of it for 10 years! It is in the fine print. Finally I just MOVED to TD. What a difference! A bank that actually wants you to have a good experience!


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Citizens Bank is a sham of a bank. I have money in my account right now, and they are telling me I have FIVE OVERDRAFT FEES! This is so stupid. I'm done with this. If these are not waived I will switch banks immediately. I am over this nonsense. I talked to a manager and they couldn't care less. Transactions on hold disappear, and he told me I should have paid attention. How dare they! I monitor my account every day. I don't make one purchase without reviewing my account. They purposely pull Funds on Hold so you cannot see them and then charge you overdrafts. This defeats the purpose of online banking! There is a Funds on Hold section, and they hide them from you. GOODBYE CITIZENS! I will tell everyone how deceitful they are. Americans deserve to know the truth.


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I have been a customer for Citizens Bank for almost 13 years. 2 years ago I moved to the west coast where Citizens bank doesn't have branches. I left over $1000 on my online checking account and haven't used the account. Recently I transferred some more money into the account and discovered that they have been charging me a $5 dormant fee every month for almost a year. I have never heard about this so I called the bank. According to them, since I haven't used the account for over a year, my account became dormant and therefore they need to charge this fee every month. It looks like unless you actively use the account, otherwise, they will charge for leaving money in your account. I asked if I can get refunded and continue using the account. They refused to refund and don't really care about losing a long-term customer at all. I should have closed the account two years ago to save my money from being stolen by them!


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I had a customer write me a check drawn on a Citizens Bank account. I took the check to the local Citizens Bank branch to cash it, thinking I would have to pay a 7-10 dollar fee as I do not have an account with the bank. They charged me no fee and explained they don't charge a fee. Every other bank I've been to in the last decade has charged me a fee for cashing a check if I don't have an account with them. It was very refreshing to not have to endure a fee for cashing a check drawn on one of their accounts. I recommend them for this reason.


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We have had an account with Citizens Bank for over 2 decades and really haven't had to interact too much with the staff in the Sandwich office. However, our recent experience there motivated me to write to say this branch excels in customer service. We dealt with Paul **, whose title is "Relationship Manager," which is very appropriate! He is personable, knowledgeable and an excellent representative of this bank.


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My review is for current experience handling a friend's bank transactions with Citizens Bank since he is disabled and unable to do it himself. I had an account with them years ago which I got rid of because of their terrible service and pitiful website. Citizens Bank is by far the worst bank I have ever used and I have three bank accounts with real banks that do not treat their customers like this.


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This is my final request to have the remainder of $235 in overdraft fees rebated to me before filing in small claims. I am being represented by Arguss Law Firm. I submitted a complaint regarding my account when I was charged over $1095 in overdraft fees in March and April 2017 even though I never elected to have overdrafts allowed on my account. I was refunded $860. I am seeking the remaining $235 to be refunded or I will bring the matter to small claims.


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Again I went through Lending Tree to try to find a bank that would give me a HELOC on a house I own with no mortgage under an LLC. It is difficult to find bank to do this type of loan and the person who initially contacted me assured me they do loans like that and haven't had a problem before. I went through all the paperwork - the last of the paperwork they requested was on my LLC - which was irrelevant to them anyway and then didn't hear back from them. I contacted the processor I was working with and she told me my DTI was too high (then why ask for the paperwork on my LLC???). 


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If you have $150 in your checking account, a check you issued is deposited at 3:00pm for more than $150 you are instantly charged an overdraft fee. Their policy claims that a direct deposit, or cash deposit made before 10:00pm will be available as your balance that day. So DO NOT count on your direct deposit paycheck to cover checks showing up on the same day. The real time processing of checks is a nasty policy that consumers should be aware of. My primary bank (not Citizens) allows the balance to be satisfied by the end of the banking day with no fees.


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They are the rudest, nastiest people to deal with. One department tells you one thing and the other another... No communication at all... I really hope the government (my hard earned tax money) which is me... doesn't allow these banks to continue to prosper off the hard working middle and lower class with their absorbent fees and interest rates. I'm a homeowner no thanks to the likes of Citizens Bank... who could care less about you or the American people. Shame on them for their greedy ways... Let them fail!!! Credit unions are the only way to bank!!! Straight and honest all the time!!! Frank ** really needs to b addressed along with tax reform for the middle to lower class. Everything is catered to the 1%. So sick of being taken of advantage of by corporate America!!!


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I just purchased a new Jeep, and figured that I miscalculated my funds. I called Citizens Bank to do preventive measures and was told that they don't help people when they are struggling. I explain to her that my job is new and I need a car in order to keep my job. I was told that they don't care and that I had until 10 days after the payment was due before I got late charges. I said to her that is my whole point I don't want late charges, and I will be able to pay the note next month.


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I applied for a visa secure card online with Citizen Trust Bank. Waited for 2 weeks to get approved, they sent me a letter saying. "Congratulations, you are preliminarily approved for your $500.00 cash secured credit card request. Please go to your nearest Citizens Trust Bank Financial Center and open up a certificate of deposit in the amount of $600.00, which will be used as collateral for the credit card. Once complete, please let me know and I will proceed with your loan request. Should you have any questions, please feel free to contact me. Thank you for considering Citizens Trust Bank for your financing needs."


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A week ago today (as of April 11, 2017) I wrote my wife a check for my son's school fees of 150 dollars. When she cashed the check, Citizens Bank cashed $1500, completely bouncing my account. Wednesday, she called them and gave them the runaround. When she finally was able to speak to a manager from the Macedonia branch, he kept telling her that the money would be there the following day.


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The Charter One was ok bank. After Citizen bank take over, I decide to go out of this bank. They are never send any notice about overdraft fee, and in one day they take me 5X35 dollars. I check like today my account and no overdraft fee. My account was positive and was under one thousand. So I go to the bank and put deposit check. Tomorrow I check again online, and I see overdraft fee. 5X35 dollars So I did talk to them and they are refund one time 35 dollars, and they are not guilty of course. I was mad and I open account with different bank, come to the Citizen bank and close account. Take all my money out. So balance was 0. No debt. 


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I have never seen a bank with more BS fees and BS reasons to access those fees. They charge you $3.50 to use another bank's ATMs, they charge you the usual $35 overdraft fee but if your overdraft is sustained for 4 or more days they charge you $30 each day it is sustained. They have already had lawsuits because of their fraudulent fee accessing. They just find new ways to continue to do the process. Their online banking is not in real time either making it easier to overdraft. It's 2017 Citizens, get with the times. Other banks allow you to see the drafts immediately. They may be still pending but you will at least still see them. With Citizens, you may not see a draft pending to come out so you put money in the account to make sure it's covered when it does but it doesn't matter to them. If they see it on the back end you still get charged and you will see the overdraft charge but never actually see your account go into the negative.


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I've paid 200 in fees in the last two weeks (highest fees of any bank I've ever worked either 39$ each!) and they just returned a check I wrote because of the insufficient funds in there due to the all the fees I was charged that started with a 9$ unauthorized charge. It takes them 90 days to process a claim for unauthorized charges before they can issue a refund, this is ludicrous. I am closing this account and I'm done with these crooks, no wonder every time I turn around another branch is closing.


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Not surprising to read all of the reviews below! If you are reading, do you remember how the Founding Fathers used the pen to win the victory against our stalwart enemies in the England of that day (only). Well, let us press forward by using that same weapon. It still works!!! The written word. Thank God for the First Amendment.


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Citizens Bank is a bank I will not recommend to anyone especially if you are **, Hispanic or disabled. I am a first time home buyer so I was excited about purchasing my first home as a single mom. When I applied, I got my pre-approval. I shopped for a house found one. I paid for my inspection and appraisal and put a down payment on the house. I got my grant money for closing. My credit is good and my income is steady. Citizens ask me if I was married. I told them no. They wanted a written statement to say this so I gave them one. The loan officer told me it will not be a problem to get my loan. By the way it's for 33,000 dollars for the home. Citizens Bank has harassed me and discriminated against me from day one. So now we are at the very end of the process of getting the loan and they tell me they can not process my home loan till they investigate my marital status.


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I just closed my accounts and waiting for my direct payments rerouted to another bank. We had a business credit card that we had fraud issues with it. We thought it was resolved and closed. Then a year after we get a bill to say we owe 11,000+ and they have gone without permission into our accounts and took money. Two years of hassle and a year and half to just produce statements that didn't show what were the 11k for! Then they close the inquiry saying I didn't provide information (which I did four times) and although the chairman office was involved it was a waste of two years and long hours and they send me a letter TODAY pay the balance of 3k+ by TOMORROW! And still no answer why, where and what and when those purchases were made! So good luck with this. I have banked 15 years with you and you have been very disappointing!


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It took 13 weeks to close on this loan and I had the seller threatening to end the sale because we were still not closed and at 12 weeks I still had not received a closing date. I have EXCELLENT credit and I was very fast to respond to all requests within 24hrs providing all document and it still took 13 weeks. I applied for my mortgage through Citizens back on October 24th 2016. The seller was threatening to end this sale and I would have lost over $40,000 on this home due to everything we put into the property while we were renting to own it for the last year until our previous home sold. It took over 4 weeks to get an appraisal, and the communication has been very disappointing and unprofessional. All documents requested from me were provided within 24hrs every time unless it was something we needed from the seller who lives several states away but was still provided in a timely manner.


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I wrote a check from a credit card that I called credit card before I did it and they said it's good. Well it didn't go thru. Went to my bank, talked to the manager, we sat in her office, called the credit card co. They told her for me to write another check. Everything was good well no. Now they canceled my checking acct. Went to pay 2 two credit cards same bank same address. No I can't do that manager said and if I didn't like it pay off my cards and I didn't have to come back.


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Have been a loyal customer of Citizens Bank for over 15 years, never late on a payment. Checking division does not have access to mortgage payment division. Deposited $10K via phone to have funds automatically withdrawn from my checking and applied to my home equity mortgage. Instead of applying the one monthly payment toward home equity and putting the remainder of the funds in my checking account, remainder of funds were applied to the principal of home equity loan. Assumed funds were available in checking and auto withdraws were being made toward home equity. Received a notice that my checking account was cancelled and overdrawn.


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I was literally speaking with Citizens Bank reps from 1 pm Friday til 11 pm Friday. I had an overdraft a day to not receive anymore fees. I asked the best way after given false info by a supervisor. It was after 6 pm so I could not go to bank. I asked could I deposited a check from my mom from Citizens Bank on Saturday to assure no further fees on Monday. She said no. She said I had to do the deposit. Friday by 10 pm through atm. Well I said it will be a Citizens Bank check. They said fine. She wrote it for more than the overdrawn amount so I could have a few bucks. Well it took the check and didn't let me get a withdrawal.


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I have two auto loans with Citizens. Always pay on time, yet every time I try to log in it is a different story. Login fails and blocks me out after one attempt. Website is not user friendly. Calling tech support is a joke, as the story changes along with the policies and every instruction they give you to correct the problem is changed with every call you make. It seems almost on purpose, as you can never really correct the problem nor find someone competent enough to correct it once and for all. Why offer a service you can't use. As for honesty and reliability, I suggest you look for another banking institution and save yourself the utmost aggravation. They treat you as though you are the one doing something bad or wrong and offer no real assistance. They just want to take your money. I wish I had never gotten the loans. NEVER AGAIN - buyer beware.


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When I opened a CD with Citizens I was told I had to pay for paper notifications so of course I did everything through efile. I had a very sizable CD come due with NO NOTIFICATION from the bank. It was at 1.25% interest & they rolled it into .03%! When I called they said I should have checked their site for alerts. So I said "hold on while I look" and she said, "It's gone. It's too late now." HOW CONVENIENT. We are talking September, 3 months ago! I requested to either refund me the account with no penalties or roll it into 1.25%. They refused both. I am furious. I am nothing but a number to them. I am so done with that bank!


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We received a letter the bank was canceling our accounts for no reason. We have disabilities and we have only done banking with Citizens for 35 yrs. It was a man named Ryan ** who signed the letter. We are hurt, it has caused us great harm. In all 35 yrs Citizens and all its employees have been good to us. There is a "not so friendly people there." The letter stated we could not have access to our monies. A lawyer may have to be involved.


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Horrible, unethical practices! I've had a few accounts with this bank since the 90s and over the past few years, I've noticed they have changed their policies and it's not for the better! They create extra fees and extra charges anywhere they can. They hold checks meant for deposit so that a member's account will go into a "negative state". They do this so that they can take even more money out of your account for themselves. I tried to call and speak to a Manager and I went in circles on the phone for over an hour. It's pointless. Truth be told ---They will do anything to take your money under their insufficient fees policy and/or their other "fee for everything policy". 


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I have been trying for over 2 months (12 phone calls - and mailed/faxed 4 different times their forms) to get a distribution from my retirement account and I keep getting people who do not know what is going on. They also do not have a way to upload documents online. To get a distribution or rollover, a form must be completed, then mailed or faxed to them.  Once they receive the forms, then they will start the process of withdrawing - and the worst is it is not based on the day you called to get the distribution but when they actually process the request so your distribution is not what it was when you first initiated the distribution. They do not get back to you about the status either; you have to continually call and ask. This is the worst company and I cannot wait to get all of my money away from them.


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When talking about this company they decided to hold onto my Life Insurance from my father till I turned 18 and what they said has changed several times to it's in Unclaimed property in my state all the way to someone already claimed it. They refuse to help me no matter what section of their company that I call. Worst of all I had to get the company my father was insured with to give me the main manager's number. And it still took several calls to get this all resolved. This is something that is ridiculous to the self appointed most "Ethical" Company.


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I have had a horrible experience with this company regarding a SIMPLE rollover that I have requested to be transferred into my new employer's financial institution. The first customer service representative (Brandy) convinced me that I was able to have a portion of my funds sent directly to me and the vast majority would be sent to the new financial institution. I thought that sounded great until I never received that money. I call to follow up a couple times (eventually getting to a supervisor named Catherine **) and they looked into my situation and basically told me that the first representative was confused about what she was saying and that it was false. 


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Retired and submitted a fund transference almost 4 weeks ago. No response. Finally, informed my recipient company that an additional for was needed. How can they can tie up someone else’s money for so long is incomprehensible. I’d give them a negative rating if I could. Don’t work with them. They suck…BBB complaint is next.


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They transferred my money from one account to another account of theirs. It's taking 3 weeks to get access to my money. And I have to wait for them to send some stupid pin. Because you only get one chance to do something on your phone period and my phone died, so you don't get a second chance. You have to wait 2 weeks to get a pin to get access to your money. After that, garbage straight **.


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By far, the WORST 401k mgmt company I have ever experienced in 41 yrs on this Earth. Terrible. That is no exaggeration. One, their system is always down "for maintenance". Two, their reps are not knowledgeable and consistently give robotic responses. Only 401k plan I ever heard of a 7 day wait to add bank account info for disbursements. Then they sent me some bogus loan check from some Mom and Pop bank that my bank Chase could not even cash. Why would you send a fraudulent check to a person. Filing BBB complaint as well.


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I have been trying to rollover my money from Voya to another institution for at least 2 years. Every single time I try to do this, they come up with another excuse or reason to keep my money. I have been through the process multiple times and they always find a problem with something. This time they said the institution's name was incorrect on the form, even though it wasn't. I corrected the form with the exact name from the acceptance letter (which was not really different from what was already on the form) and submitted it. A week later they sent another letter, this time telling me I need to submit some forms for a name change, but my name on my account is exactly the same as it is on the receiving account. I honestly can't believe I've been dealing with this for so long but based on other reviews, it seems common and is completely unacceptable.


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Trying to access my account online but it won't let me into my account. I called the customer service number and all they can do is send me a code in 7-10 business days. I should be able to access my account any day, any time. So they are holding my account hostage until snail mail comes through. I just wanted to make changes to my account but I guess I can't. It's my 401K but I don't get any control of it. I will be transferring my money to a different financial institution in 7-10 business days


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I had two 403B's through them and not by choice. My employers had the accounts with them. Trying to close the accounts is like pulling teeth. They give the wrong information on the phone, email the wrong forms and the address of the third party where the paperwork needs to be sent to is not on the forms. The process of closing the accounts was delayed for months due to their negligence!!!


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I've had a 403b with them since the early 2000's. I finally decided to terminate my account. I was told my direct deposit would be in on or before June 9th. Did not happen. I call and they say it came up bank not found. They definitely had the right account number and routing number so they didn't even tempt to try again since they clearly made a mistake or even call me to tell me it happened to solve the issue! 3 days later after talking to them and being told they put a rush on it, it's still pending approval I'm told when I called. It isn't that much money but I had $1748 in there and was told I get a little over $1400. Now they keep saying something about $800. So I guess we will see what happens. I do not recommend this place for your hard earned money.


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This place is the biggest scam company that I myself has ever seen. I have these people through my employer. If I would have known what I know now hence, I was young and did not know any better when I started this company. I would have opted out in the beginning. Apparently, I have to be dead to receive or borrow money from I have been contributing to for a decade + and can't even use it?? This should be illegal. I did not even have the option of moving my money to an IRA or another retirement account. I either had to quit, die or I can add on to my house. Or pay hospital bills but they can be in collections. Scam!! Everything they offer is a stipulation to it. If there is a lawyer out there reading this, please contact me. These big corporation companies are just stealing from us little folks. Without a care in the world...


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Either Voya is the worst-trained company or they are the epitome of the Hollywood trope of sleazy insurance companies. I filed a critical illness claim, been paying them for over a decade but finally needed a reason for the critical illness care. Each time I called they would give a different document they needed. Full medical records? Can't because the put a cap on the file size. Finally after over 60 days of this nonsense hoping I would give up they stated they just needed the UB04 from the hospital. 


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Filed a claim, VOYA requested a UB04 form from the hospital, uploaded the document and they declined the claim because the form says I had a recovery room stay vs a residential stay! WTF does that even mean, I stayed in a hospital BED overnight! Why does it matter if the invoice says RECOVERY ROOM OR RESIDENTIAL ROOM, It was an overnight stay! Absolutely a way to jip people out of their benefit, absolutely a way for them no pay with a play on words! Go with metlife or prudential, horrible experience. I feel bad for individuals that is not confident enough to fight back, I will be taking this all the way thru.


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I have terminated my account, paid the 50 to expedite. Been calling, they have long wait time. Staff doesn't know any answers. Status is waiting on third-party review to release my funds and the interest keeps going down. Fraud all the way. They need a better resolution. You can't keep people's money.


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I had applied to take a loan out against my 403B with Omni/TSA, my third party administrator. Voya said that Omni was not my third party adminstrator (which it is) and would not give any data to Omni. So, I had to send Omni my Voya statement and once Omni received it, they faxed VOYA a request for my spark data. Voya did not comply. So I called Voya asking for them to send my Spark data to Omni. After 25 minutes, being placed on hold numerous times, and the lady not even knowing what spark data was, I was told by her that Omni had never called Voya to request the data. So I called Omni back stating that Voya stated that they never received a call asking for my spark data, and Omni stated that they sent a couple faxes to them. According to Voya, they need a phone call, not a fax. Voya is dragging their feet with money that I need from my 403b. I am thinking about rolling my 403b somewhere else.


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I needed to take a hardship and was given the run around. Sent in all necessary documents and still was denied. Stay away. They only want you to put money in and will let you die before you can take it out!!!


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As a public school teacher, I was offered an ING annuity for retirement. When ING went under, VOYA bought this account and dramatically decreased the interest rate. For the past 3 months I have been attempting to roll it over, but they continue to drag their heels and act confused as to how to accomplish this feat, despite having all required forms all the while pocketing the interest they make from my teacher's retirement. THIEVES.


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Voya Financial provides the Basic and “Buy-Up” Coverages for company employees eligible for any company benefits. Not only are they unable to determine what coverage exists, but also communicate poorly with Human Resources (at my employer) causing them to now twice notify me that I have been terminated. 15 days ago, the claim representative told me he finally has sufficient information to complete my claim and the only two possible outcomes were “Approved” or “More information Required”. Somehow I found a voice message from last week that never showed as a missed call from the claim representative stating a determination had been made on my claim. 


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I have moved and am unable to update my mailing address because the account PIN was sent to the old address. There is no other way to change a mailing address than by submitting one's social security number, date of birth and address via USPS mail. That is a recipe for identity theft! Customer service supervisor, Kate, did not help at all and had no other suggestions.


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Be Warned: Anything that takes a phone call to Start taking money from your paycheck, and an Act of God to Terminate said Program. Should be Illegal. Been separated from the Company for over 3 months and still no success, Company says I'm still an active Employee??? That's all I have to say.


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If you EVER intend to buy life insurance, buy it from any other company. Just today alone, have been on hold over 90 minutes waiting for anyone that can help me. I surrendered a 24 year old policy because I could not get any service WHATSOEVER. I was what is called an "orphan policyholder" who was assigned an agent 700 miles away, which when contacting their office, was told "give me the information and maybe she will call you in 2-3 weeks"... I'm awaiting a $6,200. check. Now today, I finally got through to someone by calling the "agent commission dept", but they tell me that not only is my policy not in force, but they can't tell me any status regarding my surrender value check. After 30 minutes on this call, he at least told me he would "send an internal email", but there wasn't any direct phone number, or any other type of audit trail that he could offer.


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I work at a hospital that uses this service. I was injured and tried to use the benefits from Voya and they made it so hard I gave up on using it. Also Lance of Snohomish is the probably the CEO of the garbage company Voya. Obviously they make it difficult to pay out so they can keep all the money I pay them. Great business plan take from injured and sick people. Special place in hell for people like this!


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If you have any financial securities with this company, jump ship now. I'm a COVID Long Hauler. Left with too many symptoms to list. Voya will use ever tool at their disposal to delay or deny your claim. I have found them to be misleading and deceptive. By their own admission the departments fail to communicate-(reasons for more delays). They will claim they never got your paperwork unless you get it from your doctor and mail it yourself, and be sure to keep confirmation receipts. Send you emails that you cant open. 


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I’m on my 2nd set of debit cards that I can’t use to pay the eye dr or dentist. It is always rejected for not being classified. They will not help you after that. Reminds me of a Ponzi scheme. After she told me that I didn’t actually try to use my card for my eye appointment she came back with “I see the transaction was declined due to Medical Services and Healthcare Practitioners not elsewhere classified.” And if they can keep rejecting it I will lose $1000 in the use it or lose it law.


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My employer used Voya for our 401k plan administration for many years now. The few times I called, they were friendly and professional. The only problem is if you try and get your money OUT of Voya. They send a confirmation of the withdrawal a week later, but the check arrived 2 weeks later. Came from same place, took twice as long. They set expectations to get the check in just over a week, and when it didn't arrive they said wait 2 weeks before calling back. Seems to me they are just trying to make interest on your money, delaying your check. Other than that, very good service. Access to your money is important, would not use them again for this reason alone.


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After leaving the job, my 401K was closed and residual check was to be mailed. However VOYA transferred my money to some unknown account with a financial institution I never have banked with. After over 5 months, they refuse to re-issue a check and have asked me to check and validate with a bank I don't even have an account with. It's circular reasoning and they deserve every bad review they get.


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If you have a stroke, make sure that it almost kills you or it won't pay. I had 3 strokes over 2022 Christmas. They (Voya) decided it wasn't bad enough to payout. They make up their own rules to fit them! I can't work. I still have issues with memory, Left arm numb and hard to control. Voya called it slight numbness. I can't find where the doctor wrote that in the paperwork. Don't waste your money on this. This company is a ripoff and I will be letter my company (A city) know what they did. maybe we can get it withdrawn from out health benefits. I'm not the only one with an issue with them!


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My Voya 401k account online indicates that my 2021 YE Required Minimum Distribution was made on 12/29/22. The account is set up for direct deposit of payments and 2 previous payments were made as direct deposits. This large payment had not been deposited as of 1/10/23. When I talked to Customer Service I was told the "check is in the mail". I explained that no payments were to be mailed and the rep verified my single bank account used was indeed set up properly and had not been touched. I asked that they cancel said check and I am still waiting for the payment to be made via a direct deposit. I suspect that Voya holds onto client's money so they can earn interest on the funds for themselves before making any actual payments.


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I had a Roth account from a previous employer through Voya which I chose to close and withdraw from. Each time I called I got a different story, and the agents would get frustrated with me for being misinformed and asking more questions. I've been trying to process my withdrawal for over a month and it has been ridiculous. Don't believe them if they tell you direct deposit will take 3-5 days, my employer finally approved my request 6 days ago and my account was at 0 by 1/4 but I haven't received my deposit. After the withdrawal was approved the estimated deposit date went up to 1/10.


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Unfortunately I needed to take a loan out against my 401k, not the best idea this I know. With that being said I had no other options. I chose to have it mailed to me for reasons unstated and the process is ridiculous. A check that large should be automatically sent express. I was promised the check by Jan 2nd which is ruffly 2 weeks after I got notice the check was disbursed. It will not be here by the 2nd. I'm a little lost as to why my money (my money) is treated like an informal letter as if it doesn't matter. Also they closed my loan on the following day of the request which I also am not happy with since the stocks fell. It seems Voya is outdated in their services, or maybe is managed poorly.


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We are on Day 21 of a "three day transaction" with VOYA. The CSR agent blamed the mail service for poor performance of the check being delayed. However I received my statement in the mail before the check even though this was mailed after the alleged day of the check being mailed. Meaning the check was not sent out on the date confirmed. Placed a stop payment and said another 3-5 days to process the ACH check. Take a guess if that happened as promised... No it did not. Liars and they will ride your money and pocket the interests accrued.


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I had a heart attack back on June 23rd 2022, I have been paying for a critical illness policy through my employer since February 2016. I carefully submitted my claim with all of the supporting documentation and VOYA came through and promptly paid out my claim in full with no hassles at all. I was concerned as I had read many negative reviews on this site about them but my experience was nothing but perfect. I rarely write reviews but they deserve a good review on this site based on my personal experience. I am a very Happy Customer. Thank You Voya! Lance


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I got a life insurance policy in 1985 from this company. Was supposed to be the type that you pay into for several years until it gain sufficient value to be self sustaining. One can then keep paying and it should have gained enough equity to be a retirement account. Has never happened. Paid into it for 37 years now and it is still sucking me dry. The company has the worst customer service ever. Forced to call to make payments to a computer voice system. And you have to search the web to find the right number. The number on their premium notices sends you to an endless barrage of sales pitches one after the other for garbage that has nothing to do with their company. I would never do business with this company again.


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My former employer, BNY Mellon, the biggest company in the world servicing securities, and a major provider of investment management, outsourced their 401K administration and employee investment management to Voya (formerly ING) several years ago. Hard to understand why they didn’t continue to administer in-house, except that they must have received indirect compensation from Voya’s active management fees which Voya pushes INCESSANTLY. After I retired I was annoyed that even though I had substantial funds left in a “stable value” fund (you can’t get a stable value fund in an IRA, hence I left the money in the 401K vs. rolling over to Fidelity where I have the rest of my qualified savings), Voya still charges me an annual administration fee (not a big deal, just an annoyance, on principle, which I tried to get waived unsuccessfully).  


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I have critical care illness coverage through work. Had all kinds of tests, doctor thinks it's cancer. Critical care coverage won't kick in because, even after all the tests, can't find it. Then, it's not cancer but sarcoidosis. An illness which has no known cause and no known cure. Submit another claim. Declined AGAIN. I email asking why and how I appeal. They request information which I provide and then I get no response.


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I stopped by employment in June 2022 with Compassus. I received a bill for Life insurance on 11/26/2022 for $598.44. I did not receive any prior notification or completed any form to continue this product. I called Voya on 11/28/2022 and requested an explanation for the bill. The response was they just send the bill. I had to request a document to end the product. "But don't worry - once you send the discontinued document - will no longer affect your credit rating". This was a policy purchased through an Employer with no follow up once my employment ended. This is a marketing tactic to send me a bill for services I did not request. The bill is a late notice as issued by ReliaStat Life Insurance Company.


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I've called several times over the past year and each time I call I get different instructions on accessing my account information. One employee literally laughed when I explained that I faxed the documents they requested 5 times and she couldn't tell me why my information wasn't updated.


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I only need two questions I need answered and I have been unable to reach an advisor. The people that answer the phone can't answer your questions. Apparently the advisors must work from home so they leave it to you to contact them. Horrible customer service. I wanted to voice this complaint to the company but good luck figuring out how to do that. So frustrating.


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I called them to get a hardship out. I explained the other house I own that the people haven't made their payments on it. I work Law Enforcement and have not been able to work as much due to being injured on the job. The lady said they will not do a hardship or any other thing to take my money out. I kept explaining the house is mine and I was helping a family out. She did not care. After she kept coming up with excuses why they won't give me my money I asked about canceling it. She said, "Well you can but we keep the money." Stay far far away from this company. Not only do they not do what they say they will to get you to sign up they lose your money. My account has been steadily losing money. Not gaining any other than what I pay.


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Voya insurance company is a scam. They have a lot of delay tactics and there will be plenty of hoops to get your claims reimburse. They will do everything they can to not pay you. Their sales pitches, advertisements, and brochures is nothing like reality. In March 2022 I suffered an accident and provided medical reports and MRIs and still they denied the claims. I will be reaching out to the Better Business Bureau to file a complaint. On my claim **, the claim examiner Genesis ** denied it stating it was because of an existing illness, yet the doctor's report clearly state otherwise. Also, when I called Voya, there was a representative name Susan, that rudely yelled at me for asking about my claim status. I can't believe such a company that is so unethical is allowed to operate. I regret ever signing up for this joke of insurance.


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I terminated employment and have been trying to roll over my funds to another account for 3 months. Voya keeps coming up with excuses: waiting on my employer, system updates, balance discrepancies that need researched, need a consent form, balance discrepancies again, today they asked for the consent form again even though I have proof they already received it. Every time I call in, it’s a hassle and I get nowhere. I talked to them 3 times this week and each call lasted an average of 35 minutes. Their systems scare me - they often said the balance on one screen doesn’t match the balance on another screen - which is correct?


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This firm is making it incredibly difficult to roll my 401k funds over into a new employer sponsored plan. Making me fill out the forms is one obstacle, but demanding that the receiving financial institution also send a letter indicating they will be receiving it is downright stupid. It is MY MONEY, not theirs. I can request for it to go wherever I want, that is my legal right. Their tactics for obfuscating their duties as an agent are borderline fraudulent.


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I opted in to Voya Financial through my well-known, reputable full-time employer at open enrollment last December to start my selections January 1, 2022... (told that no changes can be made unless a life-altering event with documentation). At the time, I chose to cover not only myself but also my spouse. Subsequently, year to date I've paid premiums every two weeks deducted out of my paycheck to total approximately $912 and counting... Remember... I cannot stop or make adjustments to the selections.. but be that as it may, one of the benefits offered was that of hospital indemnity. 


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This company is just horrible. You would be better off just burning your money, as it may be more enjoyable. They make it impossible to manage your account, give you very limited options with trading, and are very shady about pricing. Plus they have horrible customer service. When you try to do an in service transfer, they will lie and tell you it can't be done just to get you to keep your money there. I don't understand how this is not fraud. Hard working people put their money here and they should be upfront about everything and give you control over your money. They are sharks preying on people. If your company invests with Voya, just say no, or at least figure out how to do a direct roll over to another company. DO NOT KEEP YOUR MONEY THERE!!!


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Due to a system glitch that Voya admitted to (nothing we did on our end), my husband‘s life insurance lapsed. We had paid without problem for over a decade but when we decided to start auto withdrawals for our accounts my premium was withdrawn (mind you this was after 45 minute phone call simply to get the process started) but my husband’s was not. This was almost two months ago and his premium has still not been withdrawn. Between the two of us we called back every week since we were worried after looking at his account online and it notified us that a lapse was pending. The last time I talked to customer service a representative politely told me, “Don’t worry Ma’am. I see you have called back three or four times. His policy will not lapse.” Cut to three weeks later and online it said his policy had lapsed.


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Will not let me roll over 401K to another institution until I can give them a PIN that they mail to you. So if you never get a PIN, because they won’t or don’t mail it, you can’t access YOUR money. WILL NOT help in any way without the PIN. So according to Voya, your money is theirs until you receive a code that they send you to give back to them. Does that make sense?


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Voya has not allowed me to withdraw my account for the past two years. I am 100% disabled by the VA and Medicare. I've been disabled for over 10 years. There is no legal reason to withhold my earnings. Since then, my account has lost over $25,000.00.


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Have put a withdrawal request in since July, they said I didn't have all the paperwork in, I faxed it to the number they told me and 2 weeks went by before I called back and they said it wasn't in their system. I overnight it to them and the tracking number said they received it but once again they said they didn't receive it, this company is very unprofessional and if I could I would get my money out and go somewhere else.


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I’m attempting to withdraw money from my 401k. Was supposed to take 3 to 5 business days. That rolled by. I call to find out why it wasn’t deposited into my account. Now I’m being told 8 to 10 business days. REALLY! 2 weeks to make a deposit into my bank account. Unexceptionable. Super upset!


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I recently decided to close my Voya 401k account and withdrawal my money. It was only a small amount and is a termination withdrawal. They don't want to do it and only give me the run around. They send the request to a third party to approve and they are not allowed to tell you who or give contact information. Basically it's been a month of waiting and still nothing and there's nothing I can do. Honestly I feel they are waiting for the value to go down before finally approving it. I emailed Voya several times and they told me to call the emoyers Voya representative. Who in turn just told me they can't tell me anything. I've never had such a poor experience.


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I somehow ended up with a small amount of money in an old 401 plan. Only about $90 bucks. So I thought I would just have Voya send me. Check. No big deal. Voya charges $150 to send you a check. KMA Voya. Keep my $90 bucks. You apparently need it. However I will give you $9 million bucks of bad press and never give you another dime.


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I am over 65 y.o., and have been struggling to get a hardship refund from Voya Financial for over a year. The school I worked for has been defunct for over five years. Voya has misdirected me, misrepresented information, and lastly has sent me incorrect forms three times. According to a supervisor, the "correct" form I needed sent, completed, submitted, and then two weeks later, I received an email stating it was "an old form," and the correct/new form hadn't been created yet, so nothing could be done! There is NO recourse, no one higher to intervene or help unravel this. 


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I have been thoroughly disappointed with Voya. I have been in a financial strain for a while, so I decided to take a loan from my life insurance policy. I called on 7/11/22 and completed the paperwork. I was told that I should be receiving a letter in the next five days. However, I did not receive anything. I called again on 7/14/22 and was told that my check had been mailed. I am four hours from Atlanta where the check is coming from. But, on 7/20/22 I still had not received the check. I called again and was reprimanded for the number of times that I've called to inquire about my check. I was told that "a realistic expectation" would be to expect it on 7/28/22 or 7/29/22. I'm four hours away from where the check was mailed and it's going to take 15 days to get to me! I don't expect to have this money anytime soon.


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April 2 2022 we made a request to withdraw funds (six figures). It is July 17 and we are still not close: Going on 4 months. All transactions done by mail. Not one person has been able to give us a step by step. We find out there is still a problem after a couple of weeks have gone by and no action has occurred. We had to do live letters to transfer funds from one internal account to another. They took the money on June 22, two more letters later, it finally arrived in our account on around July 7. Two plus weeks for an internal transfer. 


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Voya is just another corporate monolith that provides horrible customer service. NOTHING is simple with Voya. The website is a train wreck. It loads slowly but, more importantly, is so badly designed that even the simplest of tasks is difficult. So then you're at the mercy of their associates. While they are generally polite, they are very poorly trained. You consistently get incorrect, incomplete, or contradictory information. Their arbitrary rules are confusing to everyone - including them! - And make everything unnecessarily difficult. Taking distributions is a nightmare!!! Again, EVERYTHING is unnecessarily challenging and frustrating. Voya's attitude is that it's their world and you're just living in it.


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I retired on 11/30/2021. Family dealing with COVID-19 long-term health problems and many unexpected never-ending bills. Contacted Voya, and submitted all required documents. Submitted forms twice. Also, this is a company that has been withdrawing money from my bank account for many years. I have not changed any of my banking information. However, I still had to get papers filled out and send them back to Voya for verification of the same bank. They already had this information. I waited and called several times. I was finally informed that an administrator had not responded which was causing a delay. That was all needed before releasing my money which was a requested termination. 


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I have been trying to get access to my retirement account, and the company is not able to help me. I called five times, and every time I get different instructions, and get passed down from one person to another, and nobody is able to help me. The only thing they tell me is "we cannot get access to your account," and then pass me down to another department. This has been going on for two months. The company has my name, my social security number, and my former employer information - yet, they cannot get me an access to my account. I am at a loss of what to do.


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I recently took a loan against my 401K for a home purchase. Was told by Voya that a check would be mailed. Did not receive. Phoned Voya. Was told I have to sign a document (had not be told this before). Where is document? Must be signed and faxed. Finally locate document and send back via efax. Voya cancels application because I took too long (only 2 days had passed and the documentation said I'd have 30 days to complete paperwork). New application started. Was told a check was sent via UPS for an extra fee of $50. No tracking number available. No check arrived via UPS.


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So, our central air went out. In NC, in spring time. The HVAC guy told us it would be $4500 out the door for a new system. No problem. I called Voya, and got the information to pay off a small balance on a previous loan, so I could get another loan for the $4500. I have been with the same company for almost 25 years, and have quite a bit in my 401k. It is my preference to use it from time to time as needed for emergencies to keep from draining our savings. I sent the check to pay off the balance of the old loan. I got a cashiers check ($8 fee) and sent it via overnight mail ($26) through the post office. The check arrived the next day and the payoff was reflected on my account the next business day. Things started to go downhill from there. I went online to get the new loan, and was met by a message that said I wasn’t eligible for a new loan for 8 days. Seriously? Why is there a waiting period to get your own money?


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I was told that I was getting $717 for my hardship loan after all the taxes and fees but instead got only $581. They lied and mislead me to what I would actually be getting. SMH. Worse customer service people ever.


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I am required to use VOYA due to a partnership with my employer. They have disappointed me every single time I have interacted with their website or customer service staff. Anything you want to do with your money will be made more difficult through working with them.


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I purchased a $10,000 lump sum VOYA Critical Illness Insurance through my employer. I suffered a heart attack in September 2021 and submitted a claim a month later. Heart attack is clearly one of their eligible conditions to receive the benefit payout. After submitting all my paperwork, they asked for a specific form from the hospital, a UB-04 which I obtained and submitted. VOYA then paid out $700, not the $10,000 lump sum they clearly owe me. I've paid nearly $700 a year for this policy since 2018.


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Deceitful conflicting correspondence. Delay after delay. Mismanaged. Out and lie to you. I cannot believe UPS is even associated with company. They can't correctly process a simple hardship withdrawal correctly. How are they handling our retirement. All of the UPS folks that have had problems should start contacting UPS Corp Compliance and Ethics and make complaints.


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Trying to get 401k disbursement from Voya as plan was terminated. Filled out paperwork and sent it in in Dec. 2021. Here it is March 17 2022 and still waiting. I have talked with numerous people including supervisor and get the same answer - call back in 10 business days if check doesn't arrive. Same run around. Then they claimed I needed a pin # that I never had. I was told that pin would be overnighted to me by UPS. Nine days later I am still waiting. Then I was told again that check has been issued and mailed. My bank has still not received it. My opinion is these people are very dishonest and are trained to lie to their customers just to get them off the phone. Will definitely not deal with these people again. Not sure where to turn for help.


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I made a claim w/ the Security Exchange Commission after 3 months of the run around. They wouldn't close or quit charging me. Finally got it closed after 2 months of calls. I didn't need a specific pin to set up the account online and give them my money. However when time came to cash it out they claim I needed a different pin that I never set up when I enrolled?!?!


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Mid year of 2020 I set up a 401K plan for our medical practice. I entrusted a local Financial Advisor to guide us through the process. My preference was fidelity or Trans America. Our advisor persuaded us to go with Voya. Big mistake! The customer service is almost non existent. I have had Fidelity and Merrill Lynch and could always get support right away. In January of 2022 I decided to change my personal election from moderate risk to conservative risk. I went to the website and changed the election. In reviewing my account in early February I saw I had lost significant money and that I was still in the Voya managed funds. I emailed and called. Days later I got a callback. The person I talked to said she could see where I made the change but could not figure out why it did not change in the system. I went into my account again and changed the election.


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I trusted ING which became Voya with my retirement and investment savings. Bad move on my part! During a bull market from 2012 - 2020, I made little if any money with my investments. When questioned, Voya didn't take responsibility nor did it (Michael Smith) ever apologize for such inadequate investing. I have now moved most of my money (most not all because Voya's recommendation of investing in Pershing which disallows liquidating your money unless they want you to or suffer the financial consequences) to Vanguard and I'm happy to report that even though I'm an English major, my investments are doing better than they ever did at Voya.


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I had a small 401K housed with Voya through my old employer. I was laid off unexpectedly after only 6 months of employment not to mention during the process of moving across the country and would rather cash it out than roll it over (I could use the money). Not only did my $250 quickly become $106 with all the Voya and plan fees, they sent my check to my old address! I specifically told the rep I was moving and she agreed we should update my address before initiating the cash out. I told her my concerns and she assured me it would be sent to the correct address. Fast forward one month, I’m still hurting for money and I call to check the status only to find out the check was sent to my old address!!! Why is it always something?!


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I have spent 3 weeks just trying to rollover my 401k from my previous employer into my new employer Voya 401k. I thought it would be easy rolling over a Voya 401k directly over to another voya 401k. 3 weeks, two hours on the phone and about 5 different people all in a game of phone tag. There was no clear directions for someone like me (never having done a rollover before) as to what information I needed to compile and how to execute the rollover. After the 5th person, I had a good idea of what to do and then I called back only to find that they cancelled my checks without telling me. I would have been waiting for those in the mail and nobody had the courtesy to tell me that I would need to have them re-issued. 


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Wife had allergic reaction to something that gave her SJS Which gave her major organ failure and was in critical condition! On their list of covered conditions and denying claim they are 100% selling false insurance/the brochure you see is not the actual cover which you can’t see til you buy so basically selling in bad faith and also way to deny legitimate claims!! Warning false advertising and selling of insurance and deny legit claims stay away!!! They are in our opinion a fraudulent Company that should be closed!


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Voya is not honest, and they are very difficult to deal with. They make it impossible to get a withdrawal of funds. For example, they claim to have near a 4 Star rating. Look for yourself. They have their 460 odd reviews here for you to read. There are 35 reviews per page, I looked at the first 7 pages, these date back to 2017.  Of the 245 reviews all but~10 are 1 star ratings, how is that an Average 4 Star rating. It's not, it is simply a lie and it is characteristic of this company. Like me, most of their customers hate them because they are arrogant people who do not care about their customers.


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I tried to unenroll from their program and I was told I could not. They will continue to pull money from my paycheck till I retire or quit. Website claims they are voluntary. What a joke. Voya = scam!


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Their website is awfully slow. It takes 30 seconds to load pages in the back end. It's actually painful to do anything in your account because the pages take so long to load. Their customer service consists of ignoring your preference to be emailed, and instead leaving voicemails. And of course, they don't follow up. Their process for rollovers and withdrawals is terrible. They made me call to initiate the rollover, then emailed me paperwork. Why can't I download it on your website? Why do I have to call to get a PDF? They want a letter of acceptance to carry out the rollover -- but provide no guidance in how that letter should be formatted. Getting my money out and see ya. ✌


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Nearly died of covered infectious disease and complications from infection. Paid into insurance for thirty one years, only to get the denial, appeal, stall and not pay. I question their mission statement about ethical and exemplary service. Desperate calls were met with...


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I was told my check was mailed on the 29th, then they said, it was mailed on the 4th, then the 5th, and finally, a manager (who was extremely useless) told me it was mailed on the 7th. I asked for solid confirmation, because I am tired of being lied to. He said he would call me later that evening with that information, he never did. I still haven't received my check, and at this point, I probably won't. I pity any poor soul who has to suffer the insolence of a Voya customer support person. This has been a horrible experience, and they absolutely do not care, especially if you need this check for your livelihood.


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This company is the worst. They stall and stall any withdrawal. It’s always some excuse why you cannot access your money. Do not use this company. When you start to close in on getting your funds they try another tactic. "We didn’t get your paperwork" or the timeframe has expired.


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Voya Insurance will rip you completely off! They claim to have low rates on policies that are higher than average. The cancellation takes about 2 months to process. During the process they still charge you for the cancelled policies and your refund will be way less than the money they took in payments. I do not recommend doing any business with this company!


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Voya recently began promoting an emergency saving connected to a member's 401k. I had been putting money into that for over a year, designated as after tax savings. I submitted a request to withdraw that money on Dec 10, 2021. That request was approved and noted in their automated system since Dec 13, 2021. The automated message said that the funds would be direct deposited on or before Dec 21, 2021. However, they couldn't manage to deposit that money early, and was not deposited on Dec 21, 2021 as promised.


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I am currently doing a rollover from Voya. Last Friday December 11, 2021, the process was started and all the info that was needed from myself was detained and the process started. After a half hour to 45 minutes the process between I and the voya employee was over. What was to happen next was for voya to send the email to the employer for verification and approval. 


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After submitting all the necessary paperwork including the judgement that I would be evicted Voya still denied my withdrawal. I am now homeless because of them. Please believe they do not care about anyone least of all you.


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As a retired school teacher, I am shocked at the the stalling tactics that the financial corporation Voya Financial is using to avoid giving their retired clients their well-earned retirement proceeds. Voya states that their policy is to issue clients requested withdrawals within 7 days of the request. Yet, since October 19, it has been three weeks since my initial request for a partial withdrawal. And I've been given nothing but lame excuses. After researching Voya Consumer Reviews online, I'm finding that there are several other retirees with the same experience.


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It has been a month -so far- and so far I’ve submitted the same documents to Voya for my 2 accounts 4 times for each account! They would say they hadn’t received the documents from me or my new company or my 3rd party administrator, then, when pressed, they would miraculously find one or two of the three documents. When they finally completed one of the account rollovers, they said they still had received 0 of the three required documents for the other account, even though 3 separate entities had sent the documents for both accounts at the same time. Finally, after I’ve had to complete my application with my new company 3 times -so far- they send the check only for it to be returned by the bank! I’m at a loss!


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Voya's IT team decided that one hundred million Mac and iPhone users do not deserve full access to their platform via Safari. Want to see your contribution history? How about matching contributions? Nope. Is there even a warning on the site that Voya discriminates against Mac users? No, but there should be: "Here at Voya, it's 1990." Even Samantha, the aloof customer service agent who deigned to talk at and over me, needed 21 minutes to suggest "my" problem was my browser. I do not trust this company. Deposits take nearly ten days to show up. I was forced to open an account here. My financial advisor cringed when I spoke 'The V Word'. "Brace yourself" he warned me. "It's nearly impossible to ever get your money back from them." I'd have been better off stuffing my mattress with cash. At least I'd know where it is.


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I was forced to make multiple calls to the customer service phone number regarding a withdrawal request from my retirement account due to erroneous information being shared with me multiple times and, ultimately, failure to execute the withdrawal request with me which cost me $ and significant follow up time on the phone yet again. In my final call, I demanded to speak to a manager and waited 15 minutes on hold until I was connected. The manager provided me with a completely different solution path to my issue and could not explain to me why multiple agents I spoke to prior to this over three weeks failed to provide this information. If I had the choice to move this $ to a competent company, I absolutely would (I'm a government retiree). If you have a choice with your retirement $, stay away from VOYA!


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This company not only waited until I had ten days left to rollover my money before mailing out that notice and the information on how to do so, but when I got it from them it was a day past the due date to roll over my money. Not only did I lose a huge chunk because they automatically made it into a check and sent it out before that day had passed, but I had to pay a fee for being under 65 to them for electing to have money withdrawn instead of rolled over, on top of that I had to pay a transaction fee so I ended up receiving less than a third of all my savings. 


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In order to roll over funds they require you to FAX or mail in signed documentation (9 sheets total, only 1 requires any signatures). I have a feeling this is intended to slow down the process which is a very shady business practice. I've done about 2 transfers before and all were done entirely online via a form or email if a signature was required.


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I will echo what others have stated in reviews of Voya... The company has deliberately made it agonizingly slow to retrieve your own money. Today I called my financial guy at Avantax for a 401K distribution to cover wife's catastrophic medical expenses. It took a 5 minute phone call and my funds will be in my bank in 4 days. Like an insurance company... Voya wants you to send them money... They do not want to send you money.


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After withdrawing a small amount from my 401K, and having to wait 2 weeks and make phone calls and fax papers repeatedly - I decided to roll over my account. They supposedly cut the check and mailed it 8/2 - I requested another option than USPS First Class - and I was told no other options were available. When the check didn't make it after two weeks, I called Voya, and was told that if they issued a "stop" the check could take another 2 weeks. So I waited. Still no check, but now I insisted on express mail and tracking. All of a sudden - they agreed to it (after keeping me on hold for 20 minutes). I still don't have a tracking number.


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Voya is by far the worst website in terms of performing any function within the website. First of all, the response time is extremely slow. Additionally, a lot of the functions don't work at all. I have tried calling the support and spent hours on the phone with them and they weren't able to help me. I have never had such a bad experience with a financial company before so I highly recommend that you look somewhere else such as Fidelity, Vanguard or Schwab for a retirement account.


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Over 9 months of communication about the residential loan request process. When the time to submit the request came, it took 3 different phone calls over the course of a week to determine exactly what they needed as the initial list morphed. Despite submitting the requested info and customer service representatives "documenting" info, the loan request was denied. Each time they requested the same data/documentation submission and promised the loan reviewer would reach out if they needed any additional information. 


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Please don't put your money here. Please dear God don't. They really don't care about you...you are a number. A statistic that gets them a bonus/raise. It's only about their stock price and not your retirement. Their website is incredibly horrid given so many resources that they could use to make it work. Their online and phone line people are clueless. And just try to get your money out... it is your money. Why can't you give you your money? All these forms and "approvals". And they only take FAX?? Move into the 21st century folks. I can email you my form. But VOYA says no. Or God forbid DOCUSIGN??? You only take fax? Why does it take weeks to get a withdrawal from a retirement account? Bad company. Bad staff. And bad choice for an institution that is supposed to support you in your last phase of life. Run from VOYA!


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My former employer switched our retirement accounts from a different financial firm to Voya in mid-2020, and told us several times beforehand that this would be happening. I then got a statement from the previous account holder saying my account was down to zero because the transfer had happened. It was a bit unnerving to see everything down to $0. I was hoping to see one from Voya soon confirming the money was with them now.


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I am taking out a withdrawal of my own money for my first home. So far I have had to push back my closing date four times due to Voya's incompetence. Evy single day for the last month I've called in to Voya to be told the latest news on why my application was rejected. Most days I have spent at least 1 to 1.5 hours on the phone with the newest customer service rep - I am told something different daily. I've been given 3 different supervisor's direct numbers. They never call back when I call. I always leave messages, but no return calls. So I have to waste my time calling back in and explaining my account to someone new - no one is ever able to do anything, and no one is ever able to give me clear definitive answers on what is going on. 


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I have been trying for 4 months to get my retirement account distribution. I've spoken to customer service at Voya 5 times. I've also contacted the plan representative who initially signed me up. All without resolution. Every CS agent has a different excuse for the delay. All have given conflicting and misleading information. Their tactics appear to be to delay as long as possible. You only have a narrow window to complete overcomplicated paperwork. They require YOU to contact your former employer and obtain authorization to access YOUR money. Employer did not contribute to my account, but I need their permission to get the money. It's all a shuck and jive act. I would advise caution in dealing with Voya! I'm going to make a few charity organizations my beneficiaries when I pass. Voya will cheat me, but may not cheat them and some good may come from their deceptive, overly complicated, antiquated and obstructive practices.


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4 months later after my grandma passed and they haven't sent the paperwork for her IRA. The automated customer service line has terribly long wait times and the representative was snippy and rude. Avoid this company!


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My four siblings and I inherited money from my mother's VOYA IRA upon her death in October, 2020. Voya finally got around to setting up the individual inherited accounts on 02/03/2021; two or so months after my brother sent the paperwork in. Here it is, March 31, 2021, and I still don't have online or automated access to my account. It is usually a tedious 30 minutes to one hour on hold to get to the correct department and/or a Voya rep who has a clue about inherited IRAs. Because I had an employer sponsored retirement account through Voya 6 years ago, every time I enter my social security number on the automated line, or try to log on the website, I get sent to the employer-sponsored department, despite that account being closed for several years. 


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The worst - the WORST - customer service imaginable. Don't even think about investing with this bunch of amateurs. My company had our 401k with Voya. I was approaching retirement and asked a very important question, and was given a 100% wrong answer, which almost kept me from pulling out funds for my son's down payment on his house (an early inheritance gift). They reviewed the recording of the conversation, admitted she had given me a totally bogus answer, then pretty much shrugged their shoulders and said, "Whoops!"


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It's like they purposefully do not want you to access your funds. First off, it asks for some pin you've created 30 years ago, if you choose the other method for registration, it starts asking for tricky questions which most people fail to answer since it's more like an LSAT test than an identity verification. EXAMPLE: It may ask of your street name, add a weird number to it while consider it the correct answer since it's only asking for the "street name" and it doesn't care if the street name has a number in it. However, if and when you pass this horrid registration, it will keep loading and loading and loading and then it will fail the registration. Absolute scam.


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Due to a merger, I was forced to transfer my 401k from Fidelity to Voya. I was not given the option of rolling it into a self-directed IRA, even though the new company had not paid me any of the funds in the 401K. At Fidelity, if you violated the frequent trading rules, you would be notified on their app and you could call them to have it explained before you received any restrictions/penalties.


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I recently retired and requested to close my retirement account and have the funds transferred to another qualified account after filling out all the necessary paperwork more than a month ago and am still waiting for the funds to be transferred. The representative stated the person responsible for processing the paperwork is busy because they are a lot of people that submit their paperwork etc. If the company is overwhelmed with administrative processing requests then they should hire additional personnel or pass off the contract to another financial institution that is more competent and capable. There is no delay in taking the money, there shouldn't be a delay in giving it back, at least not anywhere near close to more than a month now and still waiting. From reading the other reviews this seems to be an ongoing problem with this company.


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Tried to clarify an issue with my 401k pension fund. Without going into personal details, sadly enough I have experienced the worst customer service in many years!!! Even the supervisor was rude and basically insisting that they won't compromise at all. No solution, no suggestions and no support as to how to resolve my issue. Even 1 star is way too much!!! They all should be ashamed of themselves and their profession!!!!


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My mom passed away and I have spent more than 2 months trying to get this settled. No one knows what is going on. I had my attorney assist in filling out the paperwork. Faxed it in and got a phone that they are sending another paper because they gave me the wrong one. I have contacted her local agent who has never returned my phone calls. His name is Jeff **. He's horrible. I am pulling my mom's money out of there. I don't trust them and you shouldn't either.


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I worked for over decade under their retirement plan, and when I left my employer, I utilized my retirement to purchase a house and property. Voya did not allow me to pay for the entire property purchase amount, but sure had no problem allowing a withdrawal + penalties to cover the difference. My purchase amount was about 1/3rd of my total retirement. I paid the extra $50 for expedited mailing on my checks; they charged that no problem, but then forgot to actually expedite the checks and sent them standard mail.  


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I faxed in a covid act withdrawal form to this company twice in December 2020. I sent the first, never heard back and finally called to have them tell me it wasn't readable. No biggie, faxed another the 27th called the operator that day and he confirmed he could read it and told me I was all set. Wait three weeks for money nothing, call them and they say that the second form was unreadable as well. When I tell them to pull the record of the conversation they give me the run around and keep repeating they can't do anything. I send them a fax verification and a hard copy of the form and they do nothing. I will sue them, but it's ridiculous.


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I am disappointed to report similar poor service from Voya. I requested my 457b account be closed to rollover to my new employer. Voya was slow to get me the funds and issued a paper check (mailed USPS). After a few weeks it came and was made out to the wrong payee. I called and had a stop payment and they were to reissue a check to the correct payee. They sent a second paper check addressed to the same wrong payee, again it was sent USPS; this took a couple more weeks. The third time the representative was nice, looked it up and acknowledged their error stating the notes stated the correct payee. She stated the check would be expedited 24-48 hours. 


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In October I inherited an IRA from my father. My siblings kept their IRAs with Voya but I chose to transfer the funds since I had investments elsewhere. First my paperwork (sent with my siblings’ paperwork) was lost, my siblings accounts were set up with no problems. My paperwork was resent and my account was immediately placed under review. I’ve been given two dates that the check was supposedly mailed only to then be told it hadn’t been mailed. Two months later I cannot get anyone to give me any answers. My next step is an attorney. Do not give Voya your money.


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At the end of September 2020, I attempted to change my direct deposit banking information for my annuity that Voya manages. The online request did not work and so I followed up via telephone to Voya's customer service help line. It is now December of 2020 and after numerous telephone calls, multiple hours of speaking to different customer service representatives, being placed on hold and pleading my case to make this simple change, it has yet to be done. This is by far the worst customer service experience that I have ever had. I need my monthly annuity check to go into the proper bank account so that I can cover my bills that are being deducted from that account. I am tired of the run-around and would like this situation to be resolved as soon as possible. I did not choose Voya to manage my annuity and given the choice I would never do business with them. Steer clear of this financial institution!


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When I try to pull money from my account they were not knowledgeable, and not helpful. Treated me Poorly. Did not try to help me at all. Call back several of time and got a different answer why I wasn’t able to get my money. Seemed angry that I even bother them.


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Over a month I have been attempting to withdraw funds from my 401k through the early COVID withdrawal program. They just need to send me the forms to start. They say there is a glitch in their system but I will receive the forms within 2 days. I’ve called many times but NOT gotten ONE SINGLE REPLY/UPDATE. Tried emailing instead.. They replied 2 days later only saying they are “researching” and will contact within two days. That was last week, no word since. Tomorrow I will file a complaint with the BBB... I believe VOYA will delay until the early COVID withdrawal ends (in 6 weeks). Ultimately denying me legal access to my own funds.


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I have requested to close/sell the stocks of my father's estate. I provided death certificate and my court appointment showing me as the legal rep/executor. Started the process in August and still no results. Followed their instruction completed forms. Each time something is missing according to the rep. so we are asked to complete another form. Week after week we have called. Still waiting to get this resolved. I would never recommended. They will take your money but when time to sell it and close the account there is a runaround. My next step to get an attorney.


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I broke my leg on 7-13-20. I promptly started my claim. It is now 09-16-20, and I have yet to be paid. I was told the wrong amount of the check 3 times. I was told it has been mailed out, it has been ACH deposited, it has been returned. All of which are lies. And I am fearful to file the rest of my claims because of the hassle and stress Voya causes. I'm am so sick and tired of hearing "2019 most ethical company" every time I call them to see what lies they are telling now. These folks don't even deserve 1 star let alone jobs. They are worthless and a horrible company. DO NOT USE THEM! BUYER BEWARE, THEY WILL LIE AND STEAL YOUR MONEY!


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I retired from my company and have been attempting to withdraw my funds from Voya since July 17th. They continue to tell me that they haven't received the faxes that my former employer has sent them on four separate occasions releasing my money; however, they received two faxes that I sent. My former employer even sent the forms directly to a supervisor's fax, and she claimed she didn't get them. DO NOT INVEST YOUR MONEY WITH THIS COMPANY! I'm filing a complaint with every agency I can find.


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I have a plan with VOYA - recently I tried to do a withdrawal under the guise of their reasonings. I faxed all the proper paperwork into them 12 times. Why 12? Because each time I'd call they'd say something was missing. Faxing is antiquated, however this is their rule. After 12 attempts they finally said they had it. One of the documents is a certificate from my employer that you print from My Retirement Manager, again that was faxed 12 times. I called back to get the status only to be told I need a trustee from my employer to do their part. I called my employer and they stated they had no idea what this means and asked if I printed the certificate from My Retirement Manager, I said yes, they stated that's all that's needed. 


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I was furloughed in April due to slowdown in gas and oil and Covid19. In June due to the continued slowdowns my position was eliminated. The job I was with had Prudential for my 401k and doing a withdrawal with them was the easiest thing I have ever done. I did everything online in 5 minutes and had the money in my account in 4 days.


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I requested a hardship withdrawal on 7/14/20. I requested this been done via ACH and deposited into an account that they have had on file for months. The transaction was completed on 7/16/20 and "supposedly" ACH sent. I say supposedly because the money was never received in my account. I called them twice a day every day over the past 10 days. Each day they assured me that money would be in the account the next business day. I talked to several representatives, each one assured me that the money had not only left their offices but had been sent via ACH to my bank account on record. I verified the bank account information with them, which was correct.


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My employer now uses Voya to manage my 401k. The transition occurred at the end of March(2020). As of July 20th, 2020, I am unable to access my account online. I have called and emailed them numerous times. They have not responded to my emails, but have responded via phone only after I asked to speak to supervisor. The supervisor I have been working with has at least returned my calls and tried to keep me informed of their IT departments work on fixing the problem. However, three months seems very excessive to fix a problem with accessing my account online. I would recommend taking your business to another company if able to.


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On May 22nd, I requested a withdrawal from my 401k. It was agreed that 20% would be taken out. The rep I spoke with read a statement that I had to agree with and confirmed multiple times 20% would be taken and stated I would receive my funds via direct deposit within 5-8 business days. On Monday the following week, I checked my 401k account and did not see any type of hold or pending transaction, so I called to double check that my request was being processed, which at that point the second rep I spoke with said no, because there was a question in regards to the amount of taxes I wanted withheld. I said, "How can that be? It's 20% and I was very clear about that." The rep went on to say that the way the first rep wrote up my withdrawal request was unclear. 


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I was previously with another 401 k but was switched by company LHC to Voya. I was never given a PIN number. I recently contacted Voya, due to I left company, and wanted to roll over my 401 k to my present 401 k company. I was told that my job did not show that I had left and that I would need to wait until out of system. They never mentioned requiring a PIN and had all my personal information. I contacted them again today and was told they could not help without a PIN (same one I never got). I was directed to their website and still not able to get what I needed. 


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If there is a chance I can leave 0 star I would like to, Be aware, this company is lie to everyone again and again, I divorced almost a year ago, we trying to set up account from the retirement 401 doc from my ex, however, I have my ex work company sent the file to them, they said they are waiting for the doc, I even have the proof that the work company did send via email and all records. I am wondering if anyone could help me out this like sue them to fake react for this? if anyone has same issue, let's gather together to sue them, feel free to contact me. Again, such an awful company!


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Working with Voya as a small business is an absolute nightmare. It feels like we are being held hostage by incredibly outdated systems that take extremely specialized knowledge to use (with no easy way to learn). It takes hours every other week just to accomplish simple, repeatable tasks that could easily be automated. We aren't able to transition away from Voya until the end of the year. It is causing significant stress and issues for our business. We're paying thousands of dollars to fix mistakes that would be completely avoidable with a better system.


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I started out buying a life insurance policy from ING 8 years ago. After receiving my policy I had almost no contact with them. It was like pulling teeth trying to get information from them. Then Voya bought the policy from them and everything got even worse. I guess the good thing is I'm afraid to die because I don't believe they would even pay off on the policy. I figure I've paid almost 25,000 dollars in premiums in the time I've had the policy and I've had no confidence that they would pay off if I died. Kinda defeats the reason for getting life insurance.


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I have been trying to correct an error that Voya has made on my account since 1/31/20 and it is now 5/20/20. 7 calls each time waited at least 1/2 hour. The people who answer phone have no knowledge to fix problem. This account was transferred by employer from Fidelity to Voya. They do not deserve even 1 star. Please, please stay away from this company.


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Several attempts have been made to receive information about my annuity for the purpose of renewing my apartment lease and the company has been unhelpful each time. I cannot, and will not, suggest that anyone use them for any financial purpose. I am not a satisfied customer.


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On multiple occasions, I have had erroneous blocks placed on my account which prevent withdrawals. The blocks take weeks and numerous contacts to resolve. I recently was wrongfully told that an additional signature was required on a withdrawal request, which is further delaying my request. Customer service is very slow, unresponsive and ineffective no matter the method - phone, online chat, email. Each contact adds nearly a week to any resolution. In my most recent experience, it has taken over four weeks (and counting) to process a standard withdrawal. SImply put, I cannot access the funds in my account when needed.


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I have never experienced a company with so many unnecessary fees. This company is borderline scammy. Beware. I took out all my money and transferred it to Schwab and I am MUCH happier! Unfortunately, the company I work for had Voya associated the payroll company they use.... And I did not perform my usual research until I had lost 10% of my money.


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I was worried when I had to file a claim with Voya for critical illness having read the reviews on this site as well as the BBB. To my please surprise, I put in my claim on March 16, 2020, and received a direct deposit TODAY! Maybe the issue comes to people requesting paper checks? My experience with voya was excellent! Just in time to get my medical bills paid before they can go to collections. Although, I did have to follow up on my review decision as it had exceeded 10 business days.


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I filed a claim on 2/14/20 it's 4/2/20 and I still haven't received my claim. They are doing everything to deny my claim. It's not fair when you pay for a service and can't use it. They make you feel worse for filling a claim. At this time I really need these funds to maintain my household. With the Covid19 I really need basic supplies and they holding onto my money. It's sad that a company like this would do this. I hope I get relief soon. I will not be signing up for this service again.


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Have been using Voya Financial life insurance product for many years. We got a notice that the rate was going up and my wife attempted to contact them to see what could be done. They refused to talk to her and forced me to call. I spent hours trying to talk to an agent. I got transferred to multiple people and got no response to the calls. Three transfers and endless voicemail options in order to try to find out if a renewal, extension, change in policy or other options would keep the premiums at a reasonable rate. All to no avail.


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19 years ago, at the advice of my then banker, I transferred the money I had saved in a poorly performing annuity to VOYA. It was called something else then, but I cannot remember the old name. I recall that the interest rate was 7%/Year for ten years. When the contract was about to expire I attempted to contact the representative to whom I was assigned. This person avoided my phone messages and emails over a 2 week period which resulted in an automatic rollover at 1% for another 10 years. I did everything that I could think of to get my money out out. At one point I received an envelope with about 1/4" thick stack of papers (legal boilerplate) explaining why my request to was denied.


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I am writing this review in hopes that companies who are looking to offer 401ks to their employees, that they do not use this company. I have been dealing with this company for about a month now and after several attempts to withdraw on my account of my own money it has been almost impossible. This company lacks customer service and I have been lied to by several different representatives that work there. It almost seems as if no one know what they are doing or talking about. I don’t understand how come this process is taking so long and how no one seems to have an answer for me and I was basically told to contact my employer who I no longer work for for assistance! Why ???? when voya has my money that I requested over a month ago.


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Called Voya due termination withdrawal amount. I called in about stated one thing but when I called back the next day it stated something lesser. It's a matter of a few dollars but I need to know "where the difference came in ??".


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I just tried to contact them to change my address. They required a pin code that I never got. When I tried to set it up it failed. Then I sat on the phone for over 30 minutes just to get a simple change done. When I finally got someone they told me I needed a pin code or I couldn't do anything. They were unwilling to help in any way. They did provide a fax number, but that was about it. I suggest you avoid this company. They definitely don't know what they are doing.


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For any existing or future customers - Avoid Voya Financials for your retirement or any other financial services. They have made mistake on my 401K account while attempting to roll it over to another account. They cut the check on my balance even though the agreement with the customer service rep was to wait till the issue in question is resolved. They not only did not wait to get the right instructions, they cut the check and did not know how much of the balance was taxable and how much was tax-free on a transaction they have initiated. They then said they'd search this issue and get back to me. I have been waiting on their findings for over 2 weeks with no resolution, meanwhile losing on potential gains on my 401 funds they prematurely cut a check for. They don't take appropriate measure to resolve nor do they take initiative to correct the mistakes they make. Horrible company! Save yourself the misery and avoid Voya Financial for good!!!


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I've read majority of the reviews on here and I have not experienced any issues with Voya. I called to request funds and I was told 5 to 7 business days I would receive my check. They mailed my check, which arrived within 7 business days.


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The good news is that I've only been allocating $7/month to this fraud. They denied my claim to cover medical bills, related to the accident. I am enrolled into accident insurance with them and I wish I did my homework and researched this company prior signing up for this service, offered by my employer. Never again. Money is gone though.


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Requested funds from my account on 12/23/2019. Should only take 3-5 days. After a couple of weeks I have called Voya several times. Voya only has excuses but I still DO NOT HAVE MY FUNDS. Was told another 3-5 days!!!


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I was injured at work and the workers comp forced me to quit with a settlement. I called to terminate my 401k because it was only 724 dollars in it and wasn't worth rolling over into another product. I was told it would cost 175 dollars to terminate. I said ok. The remaining amount was 549. Then they said I would have to pay taxes on it as well and the final amount that would be mailed to me would be 414 dollars. I said ok. It took them 3 business days to process the request. The check came in the mail and was only 280.85. I called to see what the rather large discrepancy was and was told that the value of my 401k must have dropped over that 3 day processing period and that's why my check was so much lower than they told me I would be receiving. I not sure I believe that explanation.


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My mother had her money with Voya. Months after she passed away I sent in her death certificate. I was told I needed to send in more paperwork of which I would have to hire a lawyer to get. The cost of hiring a lawyer far exceeded the $6,000.00 or so dollars that was in the account. Losing mom was hard enough but watching a corporation steal from the survivors, what words are their for that? My suggestion if it were possible to my mom would be to make sure her I's were dotted and t's were crossed if she wanted it to go where she wanted.


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New York City decided to switch the deferred compensation funds of its employees from FASCORE to VOYA FINANCIAL. This happened in November 2019. It is now a big mess. Under FASCORE, there was excellent customer service, quick and efficient processing of requests, and expeditious delivery. Now, no one knows what’s going on with distribution requests. The wait time to speak to someone on the phone is more than two hours, and in the office it’s a half a day. The worst is that when you call, no one can really give you any information. It’s a runaround for your hard earned money. Those are billions dollars funds of employees and retirees that are being managed by an incompetent firm. Even though it’s your hard earned money, they make you feel like they are doing you a favor. This must go to the media. Legal action is needed!


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I am a NYC public school teacher. City offered a plan 457 to save more money for one's pension. I participated in this plan for several years, saved there some money. It was easy to navigate their site or to call them for help. Suddenly city decided to switch to VOYA Financial. No phone calls accepted, no emails communication services are offered. Market is going up but my money are disappearing. Funds that they offer are impossible to investigate, no chance to talk to someone. Who do I complain? This company is a fraud. It seems that someone in the City is stealing money this way.


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We have moved several accounts from Voya to Fidelity. Voya charged us a transfer fee along with the yearly maintenance fee, and then a "termination" fee on top of that. Thankfully Fidelity picked up the fees on those accounts. Most recently, we asked for the remaining balance of our daughter's educational savings account to be distributed to us so that we could pay tuition. Voya charged us a maintenance fee and a termination fee when they distributed the money which amounted to nearly 2%. That wasn't exactly what we were planning on when we set up a college savings plan. We've had accounts at Fidelity, Vanguard, Schwab, and E-Trade. Nowhere else have we seen these kinds of fees. We were put into the Voya accounts only because our financial planner used them. If you are considering using an independent financial planner, I would stay clear of those who use Voya.


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I have accident insurance through my employer with Voya. I had an accident and did everything asked. I got the information and faxed everything they asked for.. I have called 5 or 6 times and keep being told everything looks good they will get to it. Making me wonder if Voya is a bogus company. ave your money do not waste it on them. The information has been sitting there and no one has touched it and has been 12-13 days. Every time I call they tell me they will make a note. I am wondering if they are a bogus company, save your money, poor customer service.


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Every time I submit an accident claim, it has YET to be processed timely. They claim to have a 10-12 business day processing timeframe but each of my claims have ALWAYS taken close to 30 days for SIMPLE items like a broken bone. If I could give Voya 0 stars I would. Further, their claims payouts are among the lowest in the industry. Aflac and Colonial Life are SIGNIFICANTLY better than Voya.


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When I retired my funds were funds were sent to VOYA by my employer. It has truly been a terrible experience. EVERY time I request a withdrawal there is an issue. In addition to it taking 15-20 days to get my money, papers are lost or something was not completed correctly. This time I was rolling over some funds from VOYA to Schwab. I made sure everything was in order by checking with ReliaStar before I sent them.


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I received my account with Voya through a divorce QDRO process. I have faxed in a withdrawal request twice with this company and BOTH times, they have either lost my paperwork 3-4 times or they take FOREVER to do the withdrawal. They even gave me a tracking number for the check they sent me and you know how if the tracking # is just generated, it will just say label created? I swear to God, the package sat on someone's desk for 3 days without it even being mailed. I had to call up there for the 4th time and tell someone to be accountable for my package and then, it finally got sent out. Now, I'm on my second withdrawal request and my last as this is the last of the money that is in the account. 


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I worked for a hospital that offered 403b trough Voya. After 12 years working I was laid off. At the time I was laid off I was had restrictions due to a car accident I  suffered while still employed. It was a domino effect. I couldn't find a job on my field due to the physical restrictions. Soon after I separated from my wife I sold most of my tools. A couple of cars I had. The rest I put them in a storage. I called Oct 29 2019 and requested that I needed to cash out. The Voya representative did the transaction and explained that one account I had to fill a form but one I can withdraw and it will take one day for the transaction and 5-7 business days to get my first check and explained my situation if I didn't pay the rent I was going to be homeless plus my storage fee.


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I have been trying to access my 401K account through the Voya online website and I kept getting an error message. I called November 4, 2019 and spoke to a rep named Keith who said my date of birth did not match what they had in their system. He told me to fax over my driver's license and it would take up to 2 business days to update in their system. I called Voya November 6 to make sure they received my fax, which I have the fax confirmation in case they said no, and the rep said they received it and it was STILL in process. All I need is my retirement statement. So I called November 8 and asked to speak to a manager. Rondrell whom answered stated she was a manager. Rondrell tells me she sees notes in their computer of my date of birth issue. Then Rondrell tells me she will send me a PIN by overnighter with UPS and someone had to sign for this delivery on November 12, 2019, 8am to 5pm. 


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Seasoned investor stay away from this firm. Not only will you not make market returns you will also pay the highest fees I have ever seen. Inherited an IRA and was shocked with the dismal returns for the past 10 years in a bull market. I used their trading desk to execute a stock trade to place holdings in cash. Their fee was $45 dollars for one trade. Then on top of that when you you transfer your money they charge you another $35 for the pleasure of returning your money to you. And just a side note when these investments were bought there was a 4% upfront fee just to buy less than stellar investments. In this 200k account that's $8000 dollars gone in then a day. Good Luck if you decide to do business with this firm. You're going to need it.


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Unfortunately, my employer involuntarily enrolls its employees in retirement plans with Voya. On/about October 18, 2019, I called Voya to request a loan from my retirement plan. The representative told me they needed to send me a pin because they cannot process transactions over the phone and/or send me the paperwork needed to request said transaction. He told me I could also log in online without the pin (just use my DOB and SSN). However, the website would not allow me to use my DOB and/or SSN. So, I had to call back and speak with a supervisor, who, told me Voya did not have an exception to policy and/or faster process for hardship situations, but that he would put a rush on my request for a pin.


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One word "pathetic". Do not do business with these people. As many others have stated, as soon as you need to make any kind of withdrawal, they immediately come up with every excuse possible to not give you your money. I have an account there for 9 years. I had a financial emergency and Completed all the crazy paperwork which is ridiculous, but I faxed it in, and just like that everything ground to a halt. You need a signature here, you need a date there, etc. Went on and on. When talking to customer service they obviously didn't care. I petitioned the money on 8/22. It's 4 weeks later and they still don't have a date as to when I can expect the check. It's my money! Why do I have to jump through hoops for my money?


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I requested a termination withdrawal in June, and was told I couldn't get it until August. I requested again in August and was told the request was required prior to July 31. Now it's October and I log in to make a request and cannot access my account online because I changed my cell number and it wants to "verify" me using ONLY sms text. I cannot even request email verification. I cannot change anything over the phone because I need my verification PIN which is found in My Profile - in an account I cannot access, which I can't make changes to without a PIN, which is in my Profile, etc. Horrible financial institution.


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I requested a hardship withdrawal from my 401K because I had no other place to get the money to handle my hardship. I sent them the medical bills requested and had to send updated ones and this took two weeks to process my request. I had to jump through so many hoops. After I satisfied the documentation request a "third party consultant" had to approve it, then my employer had to approve it. After all that, they did not even expedite it by FedEx as I requested. I waited three days and when I called to check on it was told that I had to wait until 8 days because, even though I paid $50 to have it sent by FedEx, they did not do it. Beyond frustrated. I'm thinking I could put that money in a regular savings account and a Roth IRA and do better. It's my own money. I should be able to borrow (which I can't) or withdraw it. They're going to charge a penalty anyway.


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Called and texted about a transaction, got different answers. Called the following day and got another different answer. This went on for 5 business days. Finally today 9-27-19 I was told it would to next Friday to complete my transaction. Basically over 2 1/2 weeks from my first interaction. I'm beyond frustrated.


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My husband and I tried cashing out his 401k and every time we called and talked to a rep that asked for his social then hung up. Before that they told him nothing was in it so they transferred him to the appropriate dept. After giving us the runaround and hanging up on us every time we called, not once did we ever actually get to talk to anyone. ** scammers. ** you VOYA. Karma is a ** and that ** is real, you don't treat hard working ** like this. That's why your company will never truly succeed or grow because all you do is ** people. That's exactly why y'all are outside of Texas because we don't put up that ** down south. XOXO


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Beyond the excessive fees charged for simple requests, the customer service and website interface was very poor in my opinion. Customer service representatives were rude and argumentative over the phone, emails were not answered, and something simple such as a change of address could not be completed via the online platform. I do not recommend opening an account with this business.


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I have been waiting on my distribution for 5 months now and every week I call there is a different excuse of why they haven't sent me my money that I put in from my paychecks. The latest excuse was because they're doing an audit and it can take a few weeks. This was 3 months ago and still no money or call about what is going on. It's to the point now that I had to hire a lawyer and get proof of this audit because it seems I'm not the only one who is having this problem. They are known for using an audit as an excuse and holding off as long as possible to give your money.


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I simply wanted to withdraw my money because I had another account with 2.32%. This company's website design is probably designed intentionally to make people give up and quit. The withdraw request requires either faxing, printing and faxing, or waiting for a letter they mail you. It is 2019, they never heard of email? I'm hoping these non-communicative people respond and I can transfer my money to the better company.


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I was hired by January 2019 and I left my Organization by June 2019. My employer enrolled me into Voya Retirement and by the time I left my Organization I had a USD 370.83 balance. I requested to withdraw my balance of USD 370.83 and after deduct USD 81.59 in taxes it was showing USD 289.24 would be mailed to my address in 5 to 7 business days. More than 10 business days passed and I called customer service to ask for feedback. I found out it took a whole week to process my check, and other than that it was charged a Fee Fee of more than USD 100.00 to close my account... Be aware of the Fee Fee not disclosed by the time you agree and request the withdraw.


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I signed up for short term dis. when I got hired in Feb 2019 and then in March my doctor found a cyst in my chest around my heart. Well I had surgery on Wed. Aug 14th 2019 and Voya declined to pay my short term cause they say it's a pre excisting injury. The management team Rene and Julie are some of the rudest people I have ever dealt with. They wouldn't return calls and they tell me they will email me paperwork and I have to leave messages just to get said paperwork. The company is a scam and is after money and will not help anyone out.


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Stay away from this company if they are managing your 401k account by either asking your company to switch to a different investment management company or roll all your money into a roth IRA account before the money is evaporated into smoke as all the money in the 401k account will be slowly siphoned off by Voya as they keep taking 2% of the money in the 401k account and pay themselves fat as management fee.


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I requested a partial payout of my IRA being under the age of 59 1/2. After some short disclosures and information to make the payout I was given an estimated wait of 7-10 days. I received my check in 5 business days. Well done. Some of the other reviews were not positive but my experience was entirely good.


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Voya takes customer service to new lows. They are the chosen retirement plan custodian for a former employer, and I have been fighting them for two months to get my money rolled over to my brokerage. It is a game of a thousand hurdles, handled one phone call at-a-time. First, they need a letter of acceptance from the recipient institution (it's Charles Schwab, BTW -- a reasonably well-known company, even for the bozos at Voya). Fine. Schwab can generate one for me online. Ah, but that letter needs to be signed -- hand-signed, mind you; in 2019 -- even though it has my Schwab account info on it, and my signatures are all over the Voya transfer request docs. So, off to a Schwab branch to bother some poor soul with this nonsense.


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After my 93 year old parents died (5 months apart) we contacted Voya with death certificates, etc. Many forms later (something on our end was always missing apparently) and trying to get account info from Jacksonville, FL or Windsor, CT agents the process was a true nightmare. The executor, my brother, was stone walled every time he called and this lasted for 10 months. Finally with our attorney on a conference call we found an agent who listened to us and followed through. Prior to this one agent hung up on us, others couldn't find the account, one told us she was on maternity leave and had just returned to work and couldn't help us. I was in tears on the phone more than once believe me. 


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Husband got total of 4 checks, and now because he went back to work early because what they pay out is a joke and you cannot pay your monthly bills with it, they tell us now we owe more than half back! How is this possible when someone is out of works 4 weeks and 4 checks, and you got to pay back more than half back! Rip off artists. Don't use them if possible!


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I would caution anyone to consider using Voya for your life insurance. Working with the death claims department after my dad's death in January has been a nightmare. Every time I call I get a different response from each representative. Sometimes all our paperwork is complete, at other times pieces are missing. Consistent communication is non-exsistent. 


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I cashed in my NY Life Whole Life (Permanent) Policy within just a few years of it being fully paid off (shame on me for not asking more questions of both Agents). I bought a Universal Life Policy from Voya because of the opportunity as well as the flexibility. As a small business owner, I know I will have ups and downs in my business. Opportunity never occurred. Never saw increases even guaranteed 3-6%. Flexibility never occurred and they refused my premiums because they were "late" even though the amount and date had been provided to me by telephone by their representative. I lost my $106,000 investment overnight with no help from anyone. I submitted a complaint to the AZ Attorney General's Office but they buried them in documentation which made me look like it was my 'error' so they dismissed the complaint.


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This review is based on my experiences with Voya, who I think is contracted by the Michigan Office of Retirement Services. First, it would be nice, and at this point a small miracle, to actually receive a call back. This department had at least 5 different opportunities to do so but NEVER followed through. It appears no one is able to speak directly with each other. They can only submit requests from each other that takes 24-48 HOURS! Talk about inefficient! The representatives on the phone also don't have a direct line to the processing department so their help is limited though they were always kind and polite. The processing department seems to hold all the answers but they are clouded in secrecy. From my understanding, there is no way to contact them directly. They are surrounded by an impenetrable force of apathy. 


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I got a letter from Voya with a policy number. One for my mom and one for my dad. Got the run around. Couldn't tell me anything. Well filled out all the paper work, got death certificates and fax to them. They told me today that it was a 20 year pay off. Stated 1973 and paid off in 1993. My dad died 19 years ago and my mom 3 years ago. And just like everybody else I have got the run around really bad. This started April 23rd this year. But what got my was that they are trying to tell me that these are only good for 500 dollars each. Somewhere I just don't believe that.


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I have been trying for over A YEAR to get Voya to hand over my late spouse's retirement funds, held and managed through the School of the Art Institute of Chicago. First Voya denied holding them. Probate proved that they did. After two requests, they finally sent paperwork. At this point, I've been dealing with receiving benefits for other institutions for some time now, so I know what I am doing. Every step of the way they find something wrong--something they didn't provide, etc. I finally, finally receive in the mail news that they have set up a fund for me. Lovely, I requested a check, but whatever. I go to their web-site -- and of course it's down. Phone call this morning: they deny holding the funds. Guess I'm gonna need another lawyer....


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I had my employee 401K with Voya for a number of years, and decided to try their "Professional Management" service. What a costly mistake. By simply changing the retirement date on my profile page from 4 years out to 1 year out, their "Professional Management" software automatically sold over $200,000 worth of stock at a $39,000 loss (on 12/24/18 - the day that it tanked but recovered its value the very next day 12/25/18), and purchased bonds/index funds with it. All without my knowledge or as much as a phone call. When I questioned this, a manager actually apologized, and (stammeringly) told me that their "Professional Management" is basically a web page that gathers all the data you input, then uses an algorithm to determine the course of action to take, and changing my retirement date to a year away, triggered the sell off. Needless to say, I have moved my 401K funds elsewhere.


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I've been enrolled into this automatically when I started working in education. I've talked to someone from the Human Resources department at my place of employment to discuss me having access to the money in case I find myself unemployed, laid off, etc. She told me that within 6 months, I can access it through withdrawals on the website. It can be an emergency withdrawal or another, but in order to do either, I must provide documents that are requested for that given plan.


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I have requested my 401k rollover check THREE times in the last 13 months. I've called 7 times and waited the 4-6 weeks in between each phone call before following up (per their request). FINALLY, TODAY, they said "oh, darn, I see what's happening now, our bad, we'll escalate this to a higher up and get your check mailed to you in 3-5 days." HA. We'll see if it shows up. Who loses here? Not VOYA. ME. THE S&P has grown 10% since these idiots said they would mail me my stupid check and what has my 401K grown? NOTHING. I feel like hiring a lawyer and suing. They have the money. IF YOU HAVE A CHOICE OF PROVIDER, DON'T USE THEM! THEY ARE CROOKS.


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One year and 8 months ago, we annuitized our policy with Voya, filling out the paperwork to ensure that Federal Taxes were withheld from the monthly check. Voya failed to do this and we have made countless telephone calls speaking with supervisors, etc. to correct the problem, and always receiving the promise that this seemingly simple problem would be corrected. NO... 20 months later, still the runaround. Incompetence, inefficiency are the rule at this company which shouldn't be trusted with your money!!!


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Do not do business with these people. As many others have stated, as soon as you need to make any kind of withdrawal, they immediately come up with every excuse possible to not give you your money. My wife had an account there for 20 years. We had a financial emergency and decided to close an account. We filled out all the crazy paperwork which is ridiculous, we faxed it in, and boom everything grinded to a halt. You need a signature here, you need a date there, etc. Went on and on. When talking to customer service they obviously didn't care. We requested the money on 3/22. It's 3 weeks later and they still don't have a date when we can expect the check. It's my wife's money! Why are they allowed to make people jump through hoops for their money.


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I have had to call customer service twice after trying to register online with Voya unsuccessfully. I have an Apple iPad and an Apple phone. Every time I try to register it says it does not recognize me and won’t let me register using my Social Security number and the pin number provided to me by Voya. After speaking with two different very nice people at the Voya customer service they cannot give me registered either. They gave me a temporary password while they stayed online with me and they still cannot give me logged in. 


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Voya Financial's website is not compatible with the Chrome browser, which is unforgivable given that Chrome's market share has been more than 50% for more than four years. This is a Voya problem that they have disavowed to me repeatedly. It is not acceptable that they force me to use a less secure browser to access my account information.


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My employer was bought out by a larger holdings company in early 2018. Starting in May, all of our insurance coverage was switched to the holdings company provider, but it didn't include short/long term disability so I enrolled with the voluntary disability coverage they offered at a decent price. This February, I had a problem with my wrist that required 6 weeks of therapy. As an over-the-road truck driver, that meant not working in order make the 2-3 therapy/week sessions because we don't have any local facilities near home. Because I enrolled in May of 2018, my claim was filed 9 months after enrollment. So, they have to do a "pre-existing injury" investigation. 


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About a year ago, I set up a periodical withdrawal for this year. The first withdrawal did not occur, despite a confirmation letter I received when I set it all up. I'm still waiting. Also, tax withholding was specified for a withdrawal last year, but rather than the 10% federal withholding, which is the minimum, none was withheld. To be fair, at least Voya got the state withholding correct.


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Voya is pretty much a scam. They will charge you lots of hidden fees and high fees. Almost any other brokerage will have lower fees. Had a 401k with them. They apparently charge a 2% fee, which is much higher than everyone else. When I tried to transfer my money out, they tried to delay my transfer as much as possible, then they charged $150 for leaving. Overall, I lost $250 even though the stock market went up. There's absolutely no point to using Voya since you're just going to lose money.


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I worked for a else elementary school for a year and a half. Handed in my resignation in September of 2018. I called Voya to cash out my accounts and they told me, "Oh we still have you as an employee." Um no at this point. It's November so I have to call the administration for the school and they send it over then I call for almost three weeks to Voya. Nope haven't gotten anything yet. That was February 13th. Then I call back February 15th and she said, "Yeah they have it." I was supposed to get 720.34 from two accounts combined. 


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Since moving to PA Voya has been deducting income taxes earmarked for PA from 2003 to 2018 from my federally mandated annual distribution. PA. will only refund years 2015 to 2018 and I must file an appeal to get a refund for 2014. Voya is responsible for the PA taxes deducted for years 2003 to 2013 but they refuse to acknowledge that fact. What course do I have to make them refund years 2003 to 2013. I no longer have the 1099R's for those years and PA Department of revenue indicate they can't refund those years either. It's VOYA'S error!!!! The 1099R's always shows a Number 7 in Box 7 which indicates the funds are not taxable related to PA. Federal tax is not in question! FEDERAL TAXES HAVE BEEN PAID ON ALL YEARS WHICH IS CORRECT!! BUT PA STATE INCOME TAX HAS BEEN IN ERROR YEARS 2003 TO 2018.


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Almost 2 years ago I enrolled with Voya after starting new employment. Ever since opening the account, I have been attempting to roll over other 401k's into the account. I have played phone and email tag with our reps consistently to no avail. I keep getting different sets of instructions, only to find after doing them, that what I did was wrong. If it was not for my company's match I would leave this company entirely. I would not recommend giving this company your business.


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I was with my former employer and got enrolled "automatically" with them for 401K. Since I was not aware of the enrollment (I had no intention to partner with them), my paycheck was deducted for a 3% contribution. I called at least 7 times to get a check back, finally they did, but they took $40 dollars out of my refund and claimed it is a withdraw. This is not a withdraw, this is a return of contribution, it is different. If I was accidentally enrolled, I should have got the total amount net of federal/state holdings, and your mailing fee, sure... But they took the concept wrong, and treated as a distribution. Folks, how can you trust them? They have no idea of what they are doing. When I spoke with the associates, even they said there are miscommunications between them and ADP... Do not invest with them. Try all you can to avoid! Plus, my issue was still not resolved. This lasts from 2 months ago.


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I have been dealing with Voya for months now. In October I have sent my request to withdraw my 401k after being laid off. The request was approved. I got my paperwork notarized and sent to my old employer and Voya. After it was approved, I received confirmation that it was being distributed to me. After I haven’t received any distribution for a few days I reach back out Voya and they said that I cancelled my request even though the confirmation email says that I cannot cancel my request and I know I did not. I told them that I did not cancel my request so they asked me to redo all the paperwork. I had to go get the paperwork notarized again and mail it back.


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To many things were not disclosed when we signed up with Voya. First we were promised a 6% annual increased yearly, has not happened yet after 3 years. We were not told there was a surrender value if we decided to pull our money out, which is thousands less than what we invested. Then also the beneficiary value is less than what we invested. Needless to say we were hoodwink by a shady consultant (Mr. **). We are considering contacting a lawyer.


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My son was killed and had a small pension with them. They had a nine page form to fill out. After sending 4 death certificates and 4 court orders to pay his parents as beneficiaries, it finally got done. You think this would be the end, but they continue to send mail to my dead son. I have called twice and ask them please do send mail to him as it is very hurtful to our family and they have lots of documentation to that effect. My complaint was escalated and the answer was they could do nothing about taking his name off whatever they have. According to the courts, all correspondence should go through us, but sure enough, today my dead son received another letter. This company has no social responsibility or compassion for their customers. I feel sorry for other families that deal with this same scenario. Please change the Mission Statement of your company to one of compassion and train your employees to have some empathy with your customers.


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My best friend who used to work for the State of Nevada passed away on January 10th 2018. Right before she died in the hospital she told me that she had listed me as a beneficiary on her State Retirement and with Voya Financial. After she passed away the State sent me paperwork to fill out to receive the benefits that she had left for me. I filled out the paperwork and turned it in. A couple of months later I received a check in the mail. But Voya never contacted me to let me know that she had left me benefits with them. Fortunately she told me right before she passed away because otherwise I wouldn’t even know that she had left me money with them. It has been almost a year now and I still haven’t gotten the money that she left me. I have contacted them several times but every time I speak to them they come up with reasons why they can't pay the benefits to me. 


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My husband and I have had a life insurance policy with Voya for over 20 years, and made regular premium payments. Suddenly about a year ago they raised the cost of this policy by hundreds of dollars disguised as a policy "adjustment". Now we are regularly receiving these policy adjustments every other month, with the threat if we don't pay the policy will be canceled. I am willing to abandon this policy, but I want the money back we have put into this policy in good faith.


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To make a long story short after about a year of getting the runaround and around and around I finally gave up and told them that I was going to just let the law handle it. After doing so they finally sent the monies from my sister's IRA account in equal amounts to me and my other living siblings. My advice to anyone who is listening is that if you have a choice in the matter you will be much better off doing your homework and going with a different financial company.


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If I could have given this company a negative star I would have... I quit my job, requested my 401K the next day. No problem... 2 to 3 business days. 5 days later call they sent it to the wrong bank. Now have to wait again. This is the sorriest company! Criminals need to stop holding everyone's money and put it where it goes. What a horrible way to do business.


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I had the same bad experiences with many who had with them. They messed up my address and date of birth, asked me to fax my driver's license and lease agreement to correct them! I did! After back and force calling them a few times, it still has not been done! I would be happy to work with any lawyers who wish to help suing them!!!


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I submitted withdraw paperwork in the beginning of October. It is now December and they are blaming the plan sponsor for not submitting paperwork. They also said I have the wrong fax number because they haven’t received my paperwork. After reaching a manager because the customer service agents cannot drill down in a person's file, said, "Oh yeah I see you’ve submitted your paperwork twice. We will look into it and get back to you in 3-5 business days." They promised to call me back that night regardless of what they found and never did. I have been laughed at by employees and managers as my frustration grows. Today I spoke to a manager who said that there is no one above me and that I can leave the request with him and I can receive a call in 2 days. 


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As part of my divorce settlement, I received 20k from my ex's retirement account (he got the house). They never notified me that the change had happened. They make it impossible to log into their site, you have to request that a pin number be mailed to you, but if you have moved, or changed your name, you must mail or fax (number doesn't work) them proof of your address and name change. After that is all done, then you can call and request that they mail you the stupid pin number AGAIN to try to actually access or find out anything whatsoever about the account. They aren't open on the weekend, so plan to do all of this during your workday.


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Called VOYA to request funds be disbursed from a 401k I had thru a previous employer. After being on the phone for close to an hour, I was told everything was good to go and I would see my check in 5-7 business days. After NOT receiving my check I called VOYA to question where MY money was. I was told that the previous request was NEVER processed due to the agents failure to complete it. Once again, I go thru their entire RIDICULOUS process to verify who I am, and what I want. I am told everything went through, and I will have my funds. This is all after I DEMANDED that VOYA send my money expedited, and they eat the cost of shipping! 


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Changing Mother's account to a new address - fourth try: Started request May 4 of 2018. Name on account doesn't match legal name. Won't accept Driver License, Passport or SS Card. Wants Birth Certificate for 92 year old? Sends blank forms and if not correctly filled out, is rejected and sent by snail mail. When calling takes 20 minutes each time called to find the right person. Rejects POA with legal name and then wants POA to match the name on the account, legal name does not count. Certainly loves to give customers the runaround and not provide assistance. Don't use VOYA in financial matters.


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Great day in the market and close to retiring, so I wanted to move another 20% of my money into fixed principal. With 10 minutes to go, logged in, but every time I tried to reallocate, I'd get a "Sorry call 800..." or "Session Timeout" to protect me (5 seconds after logging in doesn't require a timeout). Amazing that as soon as the market closed, I could reallocate. Great... So tomorrow, if the market drops 500 points and I forget to cancel or get pulled away from my desk or get timed out by the website and not able to stop it. Voya has high fees, low fixed principal interest and poor fund choices. I can't wait to retire and get as far away from this dog as possible.


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I purchased Voya accident insurance through my employer. I broke my femur while on vacation. I filed a claim and submitted all necessary paperwork and they said it would take 10 business days to review. After 10 business days, I called to check the status of my claim only to be told it was still processing. The call center employee said she would escalate and they would respond via email in 24 hours. 


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Needed to perform a simple rollover and request a distribution check. I was on hold with Voya for several minutes (not a big deal) but then was told that they have an incredibly small limit on how many characters can fit onto the recipient name on a check. I then had to call my new 401k provider to request an approved alternative super-short recipient name, then call Voya back to request the check under this name. The man I spoke with then said there was a "problem" with his system that wouldn't allow him to look up some essential information to complete this transaction, so I would have to talk to someone else. 


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My husband and I have filed a complaint with the California Insurance commissioner's office today, October 19, 2018. The c A brief overview of the case is as follows: We purchased a universal life policy from Midwestern United Life Insurance Company in 1988 with a death benefit of $25,000. The policy is now with VOYA Insurance. We have paid the $230 annual premiums every year for 31 years with the last payment being made in Feb, 2018. 


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I requested my money be rolled over by phone authorization over 2 months ago. Then they send a form. Then I have to get through 2 password sign ins for the "PlanWithEase.com" to request an authorizations letter. I had to call twice to get in with the password I set a month ago. Go through about 25 clicks to get the letter I have to send back to VOYA to get MY money out! So they made money off my money for over 2 more months after my original request. Beware the "Plan With Ease." It was NOT easy.


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I have been fighting with them and their system to roll over my Roth 401k to a different company. But their "check printer does not support a lengthy address". Which the company I'm trying to roll over to has a lengthy address. Any time I call support (if they even stay on the phone with me), they just tell me to use the online functionality or call the company I'm rolling over to and get a shorter address. Their investment elections have cost me thousands of dollars in the past year, as I have been trying to get this rollover. Their site is bloated and hard to navigate. I would never suggest anyone invest with this company. I just pray at some point, they will decide to just hand write a check, so that I have get MY money away from them.


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I fell and broke my femur at a bakery where I work one day a week. They called 911 and I was taken to Cleveland clinic as a trauma 1. I had a intermodal titanium rod put through my broken bone to straighten it a huge screw in my hip and two screw three my femur. They denied my claim as for profit.


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I called to have my money deposited in my checking account. I gave them the info. Told I had to wait 7 days. Called back then I needed to fill out a form and fax it to have it direct deposit. Did that, called. Closed out acct on Sept 10th. Suppose to be direct deposited in 3-5 days. Wasn't, it was mailed. I didn't want mail. I am out of town and not getting my mail and I need the money now. A bunch of clowns, unprofessional and I am stuck and no one can help.


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I've been working with Voya Financial trying to get a 401K distribution which I'm 100% vested for over 16 weeks and somewhere around 20 phone conversations. Their communication and responses are 100% non existent. They state they'll do things to assist in the distribution, but never responded to me in regards to status. The last response from Voya after 16 weeks of trying to get a distribution is that they cannot get a response from the Company's owner and I need to call and place a claim with the Department of Labor. Then Voya states that it'll take approximately 6 months for Department of Labor to rectify claim.


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Filed accident claim to where I had surgery but to my surprise since it was on the same job that I had taken the insurance policy out on claim denied. Be aware of what Voya does cover you if you get hurt on the job. You have paid for nothing... not one single thing you have give them you will never see.


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January 2018 we contacted VOYA to convert a life policy. Face value was only 52k but we needed the insurance. Voya made multiple mistakes issuing the policy, they actually had to pull their calls to confirm their mistakes because they tried to get out of processing the request. The policy was issued at the wrong age 1.5 months after the process was started. I called the Friday I received the policy, explained the issue and unfortunately my father-in-law passed that Sunday. Voya never corrected the issue age. The check was finally released 1.5 months after his death. The check was short $3245.00. A month later I am calling them asking where the money is. 


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For months I've been jerked around by Voya. They keep losing my claims until the statute of limitations runs out then denies my claims. Their website says 10 business days but it's actually 20 business days or longer. Liars.


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Routine inquiries, any customized assistance or shopping for better offers is nigh impossible or very very difficult. This is not all Voya's (formerly ING's) fault since this company's products are offered through a "gate-keeper" agency, i.e., Colorado Public Employees' Retirement Association (CoPERA). The problem with Voya is they've created a totally automated customer service platform that really is just another investment-bot product, which CoPERA promotes and defends for undisclosed/unknown compensation and/or reasons. 


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I wish I knew before now!! I submitted a death claim in April and 2 months later, I am still getting the runaround from this company. I thought a life insurance policy was suppose to help with the expenses of a love one when they die. Not SO!! I am still waiting! Unacceptable and inexcusable. SHAME on Voya Financial. If you're thinking about taking out a policy with this company... DON'T.


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VOYA goodbye. After numerous calls during which many instances of invalid information was given us, our attempts to transfer via a standard rollover did not happen (unlike that of which my E*TRADE brokerage account took one day to complete after its on-line transaction for the same type of business having no complications!). The second person we talked with at VOYA said that it could be effected on-line. After working with her for 40 minutes, she said she could do it "at my (her) end" and we were assured it would be done within a couple of weeks. After finding no action had taken place and no funds were transferred, we again initiated contact. We were told that forms would have to be mailed to us, at which time we balked and asked that they be faxed instead. We completed, signed, and faxed to release documents back the same evening.


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This is the second time VOYA mishandled a simple request to roll over my funds into another retirement account. Their excuses are always, "Sorry our system is down," the back office did something wrong, there was a process delay with the checks, etc... I am taking all my money out of VOYA Financial, if they can't handle a simple request to rollover funds (after completing the appropriate forms) and doing what I have to do can't imagine they can handle any money management. Inexcusable for a financial institutional. I will be filing a complaint with the Attorney General's office and any other entity governing financial management institutions.


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Requested a distribution from my 401k to meet my required minimum distribution because I just turned 70 1/2. Made the request on 5/13/18 after completing and faxed the forms required. Receive a letter 2 days later that the forms were received and approved and that the funds would be deposited in my bank account. The money was taken out of my Voya account on the date of the letter. The money did not arrive in my bank after a week. I called and was informed that because my checking account is in a trust I would need to have the forms I sent in to be notarized. I did not understand what my bank account being in a family trust would be relevant since it is only receiving the money. My Voya account is not in the trust and is the account sending the money. 


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I recently requested a withdrawal from Voya last Tuesday 5/29/18. I happened to call and ask for a UPS tracking number, that's when I was informed the requested was rejected. Not one person contacted me to ask questions or email me when a update. On Friday I was told by a line supervisor name Chris I would we be contacted by phone within 48 hours. I still haven't received a call. I called 4 times in one and each representative states, "I'm notating the account, a decision hasn't been determined." I have spoken with several retired individuals and they state for the headache I should redirect the money to another source or financial advisor. If the online system allows you to make the request, naturally the individual will assume the system is approving and processing the request. I will update the outcome once I get a definitive answer.


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Voya's customer service is poor at best. It appears to be outsourced even if it isn't. They have messed up the cash out of my father's estate by sending checks by mail when I paid for overnight service. They took forever to get it figured out and I had told them the timing of the cashout was time-sensitive. I had two cashouts on the same day, executed the same way with the same forms and they processed them both completely differently. They sent one overnight and the other by snail mail. They wouldn't send them so I could them before 8 pm at night even though I requested that and would pay for it.


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Voya spent 6 months trying to delay the payment of a life insurance claim on my Mom. When they were pressured enough with threats from me and the Minnesota Insurance, they issued a claim check. Voya then bounced the claim check twice. Either their finances are very flaky or the claims underwriters are the most vile and despicable individuals the planet has. They will abuse the bereaved and do all to cheat the policyholder. I would say, “Shame on you Voya”, but you have no shame.


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Employer-provided accident insurance - These guys procrastinate as much as possible in hopes of claimant giving up and going away. They have only one concern and that's collecting premiums, customer service is much like processing claims. Nonexistent at best. I have decided to inform my employer and coworkers to cancel their accident insurance, it's a waste of funds on a policy that can never be depended upon.


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I was considering signing up for long term disability insurance but the customer service gal from the customer service # would not help me with "GENERAL" Policy definitions and questions unless I disclosed my full name. What a joke! She said it was for security purposes and refused to answer what "effective date of coverage" meant. How are people supposed to research if a policy suits their specific needs unless the company discusses fine print and disclaimers? Talk about no transparency. I then asked her for her full name and she said she could not divulge for security/privacy reasons. What an idiot. Where do they find these people? I will NOT be purchasing a 401K or LT Disability Policy with Voya. No thank you!


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Recently transferred a high-value 401K managed by VOYA for Yum Brands to another financial institution. VOYA seemed to throw roadblocks up right and left to delay the transfer. It took six weeks to transfer the funds when it should have taken 10 days at most. They acted like they were doing everything they could to hold onto the funds as long as they could. It may not seem like a lot, but I lost over $500 in interest because of the delays. Simply unacceptable.


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When taking a $1,000 loan from my 401k plan which was approved and the check sent to me I took it to two places and got a response of nonsufficient funds declined. Why?? I am trying to figure out if the check is good and so is the creditors.


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Having 401K account at Voya I twice had difficulties to resolve simple issues: first, being retired, when I wanted to start withdrawing my money on monthly basis, it took for them no less than 2 weeks to process my request. Then later I decided to receive annual distributions each December INSTEAD of monthly ones, I called them in September 2017 about it, they OKd it, but have never send me any confirmation letter or email and to my big surprise in December 2017 they transferred annual distribution ON TOP of the previous 9 monthly distributions... 


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This is the worst company I have ever done business with. State of Oregon decided to have this horrible company manage our Oregon Growth Plan. I withdrew money on 1/3/2018 spoke with an employee named Shekoa. She asked me if I wanted to have federal tax and state tax withheld, I told her, "No, only Federal tax," twice. Well when the money is deposited they deducted federal and state tax.


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My father died in September. It is now February and I am still dealing with this horrible company who transfers me 5 times every time I call and then won't give me information. I have filled out forms and more forms, and then they decide they want more forms and more documents. One time, faxing is ok, one time it is not. THE WORST!!


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My employer recently switched from a well-known, reputable financial company to Voya to service our 403(b) retirement plans. The problems for me started right away because I had a loan already existing from the previous company, which Voya was supposed to just start serving. In all paperwork it says Voya will debit the monthly loan payment from my supplied checking account (which it took me weeks to successfully enter into their website/system). A couple weeks after Voya took over, I get a loan default notice from them. The loan I had was in good standing when we switched. After numerous calls and emails to them (their customer service is terrible and each person you talk to will tell you something different) they agreed there was an error and reinstated the loan (not without first making me pay $500.00). 


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I have been forced by the state of Michigan (my employer) to use this company for my retirement management for years and it has been nothing short of a train wreck. I am a seasonal employee and am laid off for 3 months in the winter each year. I have taken 401k loans out 2x now and there is never a problem getting the money. The problems start when you try to repay the loans! I had payments set up to come out of my check. When I went into layoff, I discovered that they don't accept personal checks for payment, or wire transfers (unless you set up an automatic withdrawal - no way, I don't trust them!). The only payment they will take is a post office money order in the EXACT AMOUNT. If it is even a penny over they will send the check back to you and say you are late on your payment and in danger of default. 


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Not only did they have the wrong address on file, going from correct to not, but they send everything weeks late. I did a process of drawing my retirement on the 3rd, and changing to paperless. There is no confirmation. No tracking number. Nothing. So they decide to send the check with UPS. I call multiple times over 2 weeks to ask what’s going on. I get “no idea” and “do you want to cancel and try again?” Which would take probably another 2 weeks in their “3 to 5 day timeline”.


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These people SUUUCK. I never signed up for additional benefits on the plans my employer offers and these thieves sign me up anyway and start deducting my paycheck! I have to waste my time and call to cancel and when I ask for reimbursement on the money they stole (I have physical evidence that I didn't sign up for their plans and they just signed me up without my consent) they said they don't do it! I told my employer that they wont reimburse me. My employer said, "Yes they are supposed to". It took a supervisor calling them for them to admit they will reimburse me but it will take two months since they have to wait for the January bill to come through and then it takes a month after that. So end of Feb I'll get my money. You can bet your bottom dollar I won't forget VOYA and if you don't reimburse my money I'll be calling. Thieves. I had cancer and need every cent I earn and they just steal it like that. That is very unprofessional and just WRONG.


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I filed my wellness claim Jan 2 and I have both critical and accident insurance. I received my benefit from my critical illness but not my accident. We are now on day 7 and all they can tell me is that they have expedited it and have managers involved and they will contact me within 24 hours. I have been told this several times now and I don't know what you all think expedite means but to me it means that is priority and should be done quickly.


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Customer Service is terrible. You can tell by the tone and attitude in their voice that they are not in the mind frame to actually provide customer service to you - the consumer (how dare we call and bother them). I had a general question about my wellness claim. Before I could even finish my question the rep rudely cut me off and informed me that it takes up to 5 days to process my claim. She just dove right into the generic, pass the buck and good luck way of doing business. Had she listened to my question fully before cutting me off, she would have heard that it does not matter when I submitted my claim, my question had nothing to about the processing time. It seemed like she didn't even want to deal with or even touch my case, look up my information or answer my questions until after 5 days. WTG Voya for training your employees and making sure your customers are well cared for!


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Letter in September gave the amount of increase in premium effective November. Allotment was increased effective October. Got a letter in November stating decrease of face amount due to non receipt of increase. Numerous phone calls and a Fax showing the increase in allotment later the matter was supposedly resolved. Received a letter stating that in early December. Today received a letter dated Dec. 21 stating decrease in face value due to non receipt of increase. This matter will be turned over to the insurance commissioner!


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Applied for a over 59 1/2 withdrawal the Saturday after Thanksgiving. Still waiting for the funds on 12/15. Nothing but worthless lip service from Voya reps. They made a lower bid to manage my employee 401k fund and took over from Hewitt. Big mistake on the part of my employer.


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My employer recently switched our profit sharing retirement accounts to Voya Financial. This morning a coworker of mine and I had difficulty registering to access our accounts on their site. After registering, I couldn't get into my account. Called the place numerous times with no success. Still can't access my account online. Had to do it online. I wouldn't choose them if I was given a choice!


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On October 24 I requested a limited withdrawal from my retirement account from Voya Financial due to expenses related to Hurricane Maria. The first request was cancelled and no one can tell me why it was cancelled. The second request for withdrawal went in on November 2, when they rapidly withdrew the money from my account but it has been 5 days and the money has not been transferred to my bank account on file. I keep calling them and I just get the same explanation: "The money will be transferred when the funds are released." The money was released when they took it out of my retirement account. So, where is the money? These people are making money out of the misery of us who suffered through Hurricane Maria's wrath. Shame on you Voya Financial.


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I have had a ReliStar policy for over 30 years. Policy has a 4% minimum rate return, that was honored for many years, but starting in 2009 Voya decided to reduce it to 3%. I have sent policy showing the 4% minimum, and I am still waiting for acknowledgment of their error. Poor customer service.


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Submitted a hardship withdraw for home repair and all necessary documents. When you apply for a hardship it is an emergency but you have to call them constantly in order to check the status of your request. You get told different answers depending on who you talk to in customer service.


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I have requested to withdraw my money from this company going on 4 months now. The company I worked for was bought out by another company so my retirement fund was transferred from Fidelity Investments to Voya, where all of my problems started. From the get-go I was told that withdrawing my money would be an easy process, I would just need to fax a copy of my social security card to verify my account since it was transferred. I did this immediately and waited the week long period in which it would take to appropriately verify my account as I was told by the customer representative. Once I called back, I was told that none of my information could be verified and that I would have to call the HR representative at my work because they must be transferring information over incorrectly so Voya does not currently see ANY account open under my name. 


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I have contacted Voya Financial regarding Hardship Withdrawal roughly 3 weeks ago, explaining the clear urgency of my situation which was covered under one of their options that will qualify for Withdrawal. It was denied, but none of them would even call or email me to advise what it is they would need to help expedite this process. I was told I had to redo the request package over. I did it again and this time I made sure there is every thing they say they need to be able to approve it. On July 14, 2017 I spoke to one of the managers and he said he would "elevate" it because EVICTION is a serious matter. We both assured that all the documents are in good order. 


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This company is honestly the worse ever. I had shoulder surgery on May 30th 2017, I'm only suppose to be off work 10 weeks, they said they can't start payment until after 30 days, then on top of that they can only mail you the check once a week, no direct deposit. So every week on Friday I go check my mail to see if my check has arrived, smh, sometimes it’s there during the week sometimes it’s not. Today is Monday July 24th 2017, I didn't get my check from last week so hopefully this week they send both of them. People who are off work due to an injury are already on a set income, I use my short term disability check to buy groceries and put gas in my car which I haven't been able to do and feel like a straight bum, I’m for sure getting Aflac next time.


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Nothing this company and their retirement offerings are standard. None of the funds have legitimate ticker symbols, so you can't follow them. You cannot get in-service withdrawals after 59.5. We have a stupid management and they stay with this jacksticks.


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My father passed away last December. Voya is the plan administrator for his savings plan of which my brother and I are beneficiaries. It's been over 6 months and we are still trying to transfer the funds to a new plan. Consistently, we are told "The system is down," "You need to now fill out this form," "Once you fill out the form, it will be another 5-7 days and then you need to complete another form," "Call back tomorrow." In addition, I have spent hours on the phone only to be disconnected randomly. Each call back requires me to start over with why I am calling. The experience has been the same for my brother. My financial advisor stated, "We have never experienced anything as awful as Voya." Do not willingly choose to work with them.


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I'm not sure why people have left so many bad reviews. I called customer service on Friday, June 2, 2017 around 4:30 pm to request a loan from my 403(b) retirement account. The customer service rep I spoke with was very courteous. The phone call only took about 10 minutes. I checked the website and my documents were available to print. I printed and faxed them into Voya. At 4:54 pm, I received a confirmation email that my documents had been received and would be and reviewed and/or processed. 


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The worse retirement company ever! I left my job four years ago. I literally have been trying to get my money from my 401k for four years. I just gave up trying. So I started back last week trying to get my money. I called again, and was told I have to go through the employer to get the papers I need to withdraw my money. The employer has since been bought out. VOYA would not give me any information on my money. MY address has changed six times in the four years. I have no freaking idea what address they have on file. This company is a nightmare and should not be in business. The customer service sucks. Worst place by far to trust with your money. I see countless reviews all recent in regards to this company. I WANT MY MONEY AND I WANT IT NOW!!!! My brother is a lawyer and I will be discussing my options.


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Totally useless customer support. The stall tactics and feigned mistakes and lack of communication are all part of their well rehearsed game.The CEOs and managers go to school to learn that stuff. They say "It's just business". Well be clear their business is to keep your money as long as possible until you just give up trying to get it. It's legalized robbery. Of course they should earn fees for investing your money but they do not seem to care that you have a contract, They do not honor it. They have not paid a dime to my mother-in-law who is 93 and in an expensive Alzheimer's facility since her husband's death over 2 years ago despite calls, emails, forms notaries, powers of attorney and 2 sets of lawyers (all using up the gains accrued by investing with Voya). Also our pain and suffering emotionally knowing that my father-in-law is turning over in his grave knowing what he worked so hard to provide for his wife's care has been stolen. 


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I applied for a hardship loan (401k Voya) on April 6, 2017 and still have not received my money. I have been given the runaround for almost three weeks. I just called and was told that I would have my money by Friday because it takes 2-3 business days after it is approved. Friday will be too late, I needed the Money by April 20, 2017. Their customer service and managers suck. I can't believe that companies invest our money in a company that provides bad customer service.


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I spoke to a customer service representative about withdrawing a loan from my 403B. I told him it was a hardship loan yet he told me he would mail the forms for me to fill out. After 4 days of waiting for the forms I called back and they told me it could take up to 7 days. I asked them if they had a quicker process and then they decided to finally tell me I could go to the website, print the forms and fax them. I did that a week ago and the next day they withdrew the funds from my 403B account but still haven't deposited it in my bank account. I called them and they said it takes 7 days to process the withdraw. I have never had to wait so long for a loan from my 403B and I have invested with several other companies. They also have horrible customer service.


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When I tried to get my mother's 401k out after she passed away they sent me a bunch of forms that had to be notarized. So I took my 90 year old father to the notary to get it all done and sent it all in. Eventually they sent me back a note that it was not done properly. It had to have a Silver Seal notary or some such. So I had to find one and take my father to the bank to get it notarized again. There was no possible reason to send the wrong paperwork in the first place other than to give us the run around. Very poor customer service.


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Voya representatives act snotty and lack sympathy and common sense. They don't care for their clients. My client performed a trustee to trustee transfer of retirement money (leaving Voya). Voya even sent a check made out to "XYZ Trust FBO Client Name" and then issues a 1099-R. Obviously this is trustee to trustee transfer, and an erroneous 1099-R. It's an easy fix but they won't do it.


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Voya is the company for which I have my 401k account through my employer. I had a situation come up where I needed to pay off a loan I had taken out previously so I could take out another one. Called Voya for the address where I could mail a check & pay off the balance, I was given ONE address & proceeded to overnight a check to the address given. I followed up with Voya calling multiple times throughout the week & was told to give it a few more days. I proceeded to call again on Monday & was then told I had mailed the check to the wrong address & there was a special address to overnight checks. I knew nothing of this separate address because I was only given the one. There was a claim opened to try & find the check that was delivered Tuesday, March 21 at 2:20 pm. 


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Not only did it takes weeks after weeks as they kept changing my address now I haven't received my tax information for filing my taxes for 2016 and they say they don't know if they sent the required info but want me change my address again. This is the worst company I have ever dealt with and urge you to NOT invest in it. I finally got my disbursement because a postal worker went PO Box to PO Box and found the wrong number had been put on it. Incredible. California teachers don't invest your 403Bs in this company.


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Voya mailed me a notice that "I authorized them to change my address....". I absolutely did not give Voya permission to change my address. And, they changed my address to my former address of 11 years ago. When I was at my former address, I survived the nightmares of having my identity stolen. The notice from Voya struck all the wrong nerves. The Voya customer service blamed their vendor for making the unauthorized change. He explained that the vendor did that whenever there is "returned mail". He offered to change my address back. But when I asked him what happens when USPS fails again to deliver a Voya mail to me. He said, "Call me back and I will change it again". I called my broker/agent, who told me to "take a deep breath", and asked that I do not send her the Voya notices. 


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This company claims to be highly ethical but my experience certainly does not support any of their claims. Instead they are ARROGANT, ARROGANT, ARROGANT. I withdrew money from a 401 (k) Plan administered by Voya. They withheld taxes at double the rate that is required. I, nicely, pointed out their error and asked them to fix the problem and send me the rest of my money. Their answer - error could not be corrected. 


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This company commits fraud every month. Today, 2/28/17 they are asking me to pay my January-April 2017 premiums. I paid my January premium 10-days late because I did not know that the due date was January 10. They returned that check. So I paid January and February premiums as soon as I received that return check on 2/12/17. Today, 2/28/17, that check has been returned by VOYA and they will only accept payment through April 30, 2017. Why would I need to pay my April premiums on February 28? This company commits fraud every month with me. What about other customers who are not able to push back? I'm reporting them to the State of AZ Attorney General's office and the Consumer Financial Protection Board today. Do not buy insurance from these people unless you want to have fraud perpetrated against you every month.


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My wife received a notice from Voya saying she needed to request a minimum distribution from her KS Board of Regents 403B plan. I helped her with the required paperwork and mailed it 1-6-2017. Since there was no response I called Voya and was told she had to request the withdrawal online. I was transferred to "planwithease.com" and held for 40 minutes. Finally a lady named Kat come on the line and told me she could only speak with my wife. We were both on the speaker phone but Kat would not let me speak. 


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I closed my account on the 6th and paid a few to have my check sent expedite and by UPS. Well after a week got nothing. I called to get a tracking number and they explained it got sent accidentally regular mail and they would refund the 50 dollar fee. Well now 2 weeks no check and I called every day for a week straight and spent over 2 hours each day on the phone with different supervisors giving me conflicting stories and excuses and to have a racial comment made was the icing on the cake. I got almost 3k stolen from me from this company that is lost somewhere in regular mail by these people and I want to take legal action and go public about the racial comment made. 


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I mistakenly on-line signed up for a one-time repayment on a personal loan from my 401k, immediately I contacted the service via email and attempt by phone. I followed this up with 2 more phone calls explaining the error and requesting to make a 3 year auto pay installment on my loan, I was assured this could be taken care of. Alas! VOYA attempts to withdraw the entire loan from my bank account, I respond saying "hey! Wait, I was under the understanding this was reallocated!" I was told that I had to repay the loan in FULL otherwise be taxed for taxable income! I repaid in full and received a 1099R for a MUCH MUCH like 12 x's the amount of the loan as taxable income! Which is insane as I repaid the loan in full in less than 30 days that I was told it had to be!!! I have NO STARS for VOYA as their customer service was robotic and difficult! BOOO VOYA is the WORST!


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I did a cash advance and some charging the first month I had their stupid card. For some reason a checking account deposit held up my CC payment and they locked my card. They even dropped my score before I was able to pay. These people are real gally to be shutting off my credit.


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We got the FNBO Credit card during shopping at Sheels in CS. The card word fine and the online account worked most of the time. We did get the technical issues try later message from time to time. Then we had a fraud deduction for about $64.00. We called the fraud number and reported it. During the authentication it turned out that the maiden name was misspelled. The send me a one time verification code and all was good. They told me to call back after the fraud transaction was moved from pending to posted. Called again after it was posted, the same thing happen with the maiden name being incorrect. This time they told me to go to any bank with an ID like DL or Passport and let them call the number on the card to confirm that is was me. I went to my Bank in CS and they laughed at me, sounds like a scam to me. So, they didn't call and got in the tree and and and...I do understand.


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So, FNBO gave me a credit card. We were both okay for a few years. Then I charged a trip to Mexico on another card (who is also going to get a bad review). That obviously upped my utilization rate, so the other card cut my credit limit down - so my score went even lower. Now, I have an EXCELLENT job and an EXCELLENT payment history. I pay more than the minimum EVERY month on all my cards that have balances. Well, I locked a bunch of my cards to have them sit a bit while I pay others off. One of those that I locked was FNBO. So, THEY decide to lower my credit limit, even though I had the card locked, wasn't using it, and had always paid them on time and more than the minimum when I had a balance. 


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They were my first credit card. I started with a $500 limit. I just wanted to build my credit. I started making more money and the limit went to $1k. During the height of the pandemic 2020, I paid the balance in full, but somehow they rolled over interest from the previous month's balance. The amount was less than 3$ and went unpaid inadvertantly. They cut my credit limit in half back to $500. I now earn almost $100k a year, with a $500 limit, after being with them for 6 years. Today I was approved for a much larger amount, with a bigger bank, who offers better cash back. To hell with FNBO. Who do they think they are?


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I opened a card with them (Amtrak). First, like the other reviews say, they send cards without activation requirement which makes me not comfy because someone else can steal the envelope and abuse it and they would not honor their zero liability policy, this is based on my personal experience. Second, their customer service seems to me like they are more volunteers than professionals, just compare it with the Big banks. Anyway, I tried to dispute a charge and they denied it based on non-sense. I DO NOT TRUST THEM AT ALL AND I WISH I READ THESE REVIEWS BEFORE.


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So, I saw fraudulent activity on my card one night as a pending charge. I immediately called customer service to report it and was told a new card would be in the mail and I should receive it in about 7-10 days. The card shows up and not only does the paper have my FULL credit card number typed out on it but there are no labels on the card indicating they need to be activated.


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Run! This is the worst bank I have ever done any business with. I signed up for the World Card from Fran's Farm and Fleet and received approval for a $10.000 credit limit as my credit at the time was doing well. Now I spent about 4000 dollars on the card from some some Christmas gifts and a few necessities. They completely ruined my credit by changing my limit without any notice or reason to right about the amount I had spent on the card. Then that same month they also processed 2 of the same payment, same transaction number and everything, which was had a completely different format from the prior payments on my bank statement, my primary bank contacted me to let me know that they had reversed the charges as it was a fraud attempt.


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This bank has the worst payment system, ever. For the second month in a row, I have made my payment on a personal loan early just in case I did not have enough money in my account on the due date. The FNBO website says if you make a payment early outside a 3-day window of the due date, they will not subtract another payment. They lie. They have put me in overdraft with my home bank twice by doing this. 


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I have had a BP Visa account for a long time. FNBO bought the account some time ago. Their technology is clunky and they are a pain to work with. More recently, they lowered my credit line which I have had for many years, causing me issues with a planned purchase. While not necessarily a fan of Synchrony Bank, I have a new appreciation after dealing with FNBO. I would not recommend them.


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If I could give them a negative star review, I would. Deceptive and damaging practices and horrible--make that NO customer service. I started with a credit limit of $3900 and a 0% introductory offer. I paid at least the minimum every month on time. Within 3 months, they lowered my credit limit to $2950! No explanation. Obviously my credit score took a ding as I went from using about 60% of my credit on this card to almost 90% due to the lower limit. The rest of my credit was good, so it was a relatively minor ding, but still annoying. When they dropped my credit limit again within a year (to $2250) I messaged customer service to complain and ask why, and got a response that they had mailed me a letter with the reason for the change. (Why have online messaging if you're not going to give any useful information online?) 


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I have been trying for months to work with FNBO on a dispute case. Every time I call in I am transferred a couple times and then told I need to speak with another manager or department. I am then told I can wait for them to call me back as I have been put on a manager queue. How long is that queue or are there no managers there to call back or to respond to a customer? Another day turns into 2 weeks and still no call back. So I call again every day for a week and still I am on the queue for a manager. Never shopping with these cards again...sorry Scheels and Runnings but I am not using your store cards again. Canceled.


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I don't know about their bank activity. I express my On-line experience with this credit card company. Be very careful with this company. Theirs's website is very confusing. I opened business account at Community bank and I took convenient offer to get credit card. Surprise 1 it's through FNBO. Then "surprises" started; on the web you can make One Time Payments, for automated payment have to call in. If you think that Reacquiring Payments is for setting up payments, you will be surprised. Reacquiring Payments, in their understanding, means It pays off entire balance of your credit card. It takes 10 business days to reverse payments, meanwhile I have to pay $36 overdraft fees every day. I had this card for 6 month, 3 months I used it. If you want to contact FNBO go to Treasury Support tab that their name for "Contact Us" tab. I am cancelling it now. Switching to another bank before it's too late.


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Almost every time I try to access the website there is an error logging in. Sometimes it is an authentication error, other times they are server errors 500, 404, etc. Sometimes the website is down for DAYS at a time. Completely locked out of my account. Can't see any transactions, balance, and worst make a payment. And then payments can take 4 days to go through. So if you have a due date make sure you give yourself a few WEEKS to pay it because the website most likely won't work in time. Support team is useless as always not worth even contacting. Of course, nothing will be done about it so why am I writing this?


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I opened a checking, account, and credit card as part of a promotion. The credit card application got declined because they couldn't verify my identity. I have opened several credit cards, checking accounts with various financial institutions over the years and this was the first time I ran into something like this. When I called to ask what they needed to verify my identity, they didn't have answer. They just wanted me to apply again, and get another credit enquiry. This is a terrible institution and I will be closing all my accounts with them, and stay away from them.


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Every time I make a large purchase they lower my lit to a few hundred bucks of what I owe them, making me using over 90% of my available credit. I’ve had my score drop dramatically because of their ridiculous games.


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I recently applied for a co-branded Visa Credit Card for Scheel’s Sporting Goods. I was contacted by FNBO requesting additional information to confirm my identity even though I already have two other cards issued by them. The forms of ID they requested were:


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I received a packet in the mail from FNBO and was considering applying for their Visa credit card until I read all the horror story reviews on this site concerning the bank lowering credit lines for no reason. My score is 800+ and I pay my cards in full every month, I'm sure the same thing would happen to me had I gone ahead and gotten a card. Thanks again to all who took time to review and saved me and others the pain and suffering.


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Run as fast as you can!! This bank is the biggest fraud I've ever done business with! Offered me a credit limit on the Evergreen card of $13,100 with zero interest for a year. I charged a little over $7k, put half the cost of my Generac generator on this account and paid the balance down to under $3700 in a few months. These jokers slashed my credit line to $4k with no warning and for no reason! I was steaming! I called to ask why and all the rep could tell me was a letter was mailed out the same day I called, which was 2 days ago. I paid the entire balance and shut this bait and switch card down! My credit score dropped 30 points points!!! FNBO you will never have the chance to play with my credit again! This is horrible how you reel people in with your high limits then penalize those of us that are responsible and pay on time and more than the minimum! You are disgusting, but thank God for American Express! You lost a good one! Bye FNBO. You can take your card and shove it! Put your Nike's on and run from this bank!


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FNBO bought our local bank a month ago. So far, they debited me $235 for a $35 check and just said they would get around to it, didn't let me add one savings account to my online ID because they miscategorized me as a "signer" instead of an "owner" (it has always been a joint account with my husband), charged me the annual safe deposit box fee in December that I paid last May, and changed the address on a billpay vendor to the wrong state. Stay away from these people if you don't want to spend hours trying to get their screwups fixed!


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These people from the company conduct unethical business activities. They grant you credit then later flocks it with nonsense excuses. What they request was fulfill but yet they are still in denial! Don’t waste your time and mess up credit by applying with their bank. My score was 848 and they just can’t believe it. I’m sure it’s better than most of the staff there that’s questioning me!


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I got approved for a $25,000 credit line and it was cut to $7,000 without any warning! I am waiting on an explanation to why, as the agent couldn’t explain it! But now I realized that this is a common practice by FNBO, Keep in mind I have 830 credit limit, never had a late payment!


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Got the FNBO getaway card in September and closed the card immediately!! They said I was under a fraud investigation for no reason!! I went out of town and next thing you know my card was declining!! Come to find out they had me under investigation because they said that I didn't have a phone number on file!! Which is crazy because on your account they give you the option of reaching you thru telephone number or email!! I chose to be contacted thru email and that's a problem!! I always paid my credit card on time and never gave 'em a reason of suspicion!! So tried to rectify the problem and the fraud department says that I have to show documents to a local bank to verify it's me!! I said no way!! And I cancelled that card asap!! Never in my life have I got disrespected by a bank like this before!! I REPEAT DO NOT DO BUSINESS WITH FNBO!! PERIOD!!


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Just received a notice that my credit limit was cut in half from what I originally signed up for. Obviously affecting my credit in a negative way. I am less than happy Especially after just paying $3000 on the card a month ago. They will rope you in with a decent credit limit. Promise you everything. Then when you go to use the card A few months in they will cut your credit limit down by roughly 50 to 60% for no real reason. If you want to deal with a good company do not use them, I will be paying off my card immediately, and closing the account and will warn every person I talk to about this. Very crappy business practice, whoever’s in charge at this company needs a new job. Too bad I could not give zero stars.


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I just paid my entire statement balance. I am using this card now to pay off our many medical bills that were acquired this year. I logged into my account this morning and my credit limit was reduced by more than 50%. I pay my balance each month, and find this extremely disappointing. With the new charges, it looks like I am maxed out because of the limits  I have never had a credit card company do this to me before, lower a limit without warning. The BP Visa should have stayed with Synchrony and never switched to FNBO. I will be closing my account. I do not recommend this credit card or bank.


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Unfortunately this really happened to me. I've had this card for 16 years and have made very sure not to be late on it, even when times were extremely tough - like after my house flooded in the "Great Flood of 2016" and I had to max out all my credit cards to start work on my house since I couldn't get money from my insurance company as quickly as they promised. I had a relatively small limit, about $3500, but the minute I sold my house I made a $1500 payment on this card to get the balance down. My reward? They DROPPED my limit to $1750.


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With a perfect FICO scores of 800+, using card monthly and paying it off monthly - they sent me a letter one day of lowering my limit from 15,000 to $500. When I called in to ask why - they came up with bogus answer's claiming it's not their fault, but it is credit agencies who sent a signal to them. Then while I was on the phone with supervisor I pulled all 3 my credit reports, and found that my scores are still 800+, never late, never failed anything, I simply ask them again "what is a real reason behind it", they still could not answer that. So I had to close it and promise - I will never ever use this bank again and I do recommend you the same, especially if you have good or excellent credit.


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Was initially approved for 10k limit which was amazing for my credit. Most I ever spent on the card was $1200. Paid everything off, every month. Got an alert from experience that my credit was decreased to $500. Not even Capital One is this atrocious in their credit practices. Stay away!


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We have had a credit card with FNBO for years and not once were we late on a payment nor had any issue. We called to request a rate reduction because we had never been late on a payment. We were denied. So decided to cancel the card. Called in to get a pay off then we paid it off right then and there to receive a balance of $58.00 on the following month’s statement so then be charge $80.00 in interest!!!! We were floored that that could even be legal to do. We called and complained.. Waited an hour and a half to speak to a manager for him to basically say he isn’t waiving anything and that we owed that much. Very very disappointed and we will never open any account with them again,


