Citizens 673 VFW Parkway, Boston, MA 02467

"I have been a Citizens customer for more than 10 years. They have been going downhill for the last few years. One of the things that keeps happening has to do with their ATMs, not being refilled so the feature of choosing the nominations you want when withdrawing funds allows you to choose as many fives, tens, and 20s. But this branch has failed me at least five times now. This is not a technical issue. It’s an issue of staff not providing excellent support to their customers by not loading sufficient, cash in denominations, into the ATMs. today is the start of memorial day weekend and all I got was 20s when I wanted to get fives tens and 20s. So now I have to wait till Tuesday if I want to change the 20s into the denominations that I need. I need to find another bank."

"I understand that BOA is worse, but Citizens Bank is the worst bank I've ever dealt with. Horrible customer service, terrible interest rates and I can't tell you how many times I've been told they don't have enough cash in stock to allow more than $5000 withdrawals. Ha, a bank with no cash! But it's their internet banking that takes the cake. Consistently just doesn't work and that's the case for multiple browsers and devices so one has to call customer "service" and waste hours on hold to speak to someone in Pakistan who won't be able to fix the problem. Citizens Bank SUCKS!"

"My charges are not itemized for me to identify what money was spent on& my balance went into overdraft, when I was told it could never do that. I opened this specific bank account with Citizens bank, because I never want to deal with overdraft problems. I have no idea, based on the itemized bill, what I am even being charged for. Then, when I asked to speak to a manager who could better help me, I was told: "NO!" I have to travel to a different location to deal with the dishonest debits on my account-Chestnut Hill, MA branch (02467)."

"My loan originator was not very professional throughout the process. He appeared to be very inexperienced and not having a sensitivity for customer service. To start there was a miscommunication by him to me at the beginning of the process; he gave me the impression I was getting an income property equity loan. Only halfway through the process did I find out it was a home equity loan. This scared me because it made me think I could not go through with the loan because it could negatively affect another primary residence loan I was applying for. Second issue was he called me on a Wednesday before the HELOC closing was scheduled, he asked me some questions (related to Payoffs required) that made it appear there may be an issue with the loan closing and he said he would contact me on Thursday to clear everything up. He never called me back or emailed me on Thursday and let the weekend come and go without resolving the issues he raised on Wednesday. This left me uncertain and concerned about the process. Third issue I contacted him about one of the payoff checks that was mailed out via FedEx. I had not received it. He said he would find out and call me back. He did not call me back and never told me where the check went. I called him back at the branch, only to find he had left for the day. He did not even give me a call back before he left for the day to allay my concerns. I had to figure out the check issue on my own, and I found out it was mailed directly to the creditor."

"I have been a Citizens Bank customer for over 16 years, and the VFW branch has been my primary bank for 7 years. I have received nothing short of excellent service each and every time I have been to this branch for my accounts. The Branch Manager, Adela, is responsive, professional, courteous and efficient, and has helped me on numerous occasions. The tellers are always efficient and friendly, without fail. I could not speak more highly of this branch and Citizens Bank. Thank you, Adela and the VFW team!"