Franklin American Mortgage Company

Adam L 

on BBB

2 years ago

I have been a Citizens Bank customer for more than 20 years. I had made multiple reports of completed fraudulent activity/withdrawals made from my personal account over the past year. This past August more than $10,000 was stolen and a report/claim was completed. As of today (5/31/23), I have yet to be reimbursed the funds and continue to be left in what seems to be a never-ending holding pattern with little to zero contact from the fraud department/Office of the Chairman. A report was also completed with the ************ **... read more

Kelly H 

on BBB

2 years ago

Fraud was reported on my card, they froze my debit card and then had me call fraud to replace. I was on hold over 1 hour!! I ended up hanging up to go to a meeting. I called Saturday morning at 7am thinking hold times must go down. 35 minutes and I FINALLY get to a rep. ** get started, I was explaining why I was calling and SHE HANGS UP ON ME!! I wanted to scream! I call back and get "due to unforeseen circumstances we cannot take you call at this time", are you joking??? Over hour long wait times and that's okay with them? ... read more

Janea G 

on BBB

2 years ago

I have had the worse experience with this bank. When I opened it, they got a lot of praise from my brother, so I decide to give them a try. Worse decision ever. I've only had them for 2 months and I'm sure I will close this account in the next month. Here's the problems, when I set my account up I choose a pin, they sent me a completely different pin so I used that instead. Next day my account is locked and I don't know why. I didn't receive a notification via email, phone or text message letting me know was closed, couldn't... read more

Jay G 

on BBB

2 years ago

Ive been with Citizens for over 40 years. But Im leaving them, because of their incompetence. No matter when you call customer service, you will be told: wait times are longer than normal." So I can only assume that the term normal means in the past. In illustration of their incompetence:On 5/2/23, I noticed a debit charge on my account, from Amazon, for ********************* which I dont subscribe to. Since I've seen erroneous charges in the past that resolve in a day or so, I made the mistake of calling customer service an... read more

JAMES C 

on BBB

2 years ago

I appreciate that whenever I happen to call the branch that ****** does state her name-without even being asked-as many places, now adays, person does NOT want to give their name at all even when u askMariel at the branch on 12 mile in ****** as usual provided me with excellent customer service experience when I opened a business account the other day as was very timely & even provided me-with on the spot-***/debit card which ****** assisted me with me making a deposit thru the *** to make sure all was working fine with the ... read more

Jessica N 

on BBB

2 years ago

I contacted Citizens Bank on 02/23 I was behind on my car loan due to being on maternity leave, & my paychecks being delayed. I called to make a payment & catch up on my loan. I was going to pay $800, I was advised that I can make 1 month payment, pay the interest & 2 months will be deferred. I agreed, because I wanted to catch up on my payments. I provided my information, and during this conversation discussed the offer I was made and when my next payment would be do. I was told that my payment would resume in March. Now he... read more

Katarra P 

on BBB

2 years ago

Abusers of financially vulnerable consumers. Violates UDAAP laws by abusing consumers with fees. Repossessed my car without my notice and took my personal items. I have to pay a personal item fee to get my own things back. 

Joshua F 

on BBB

2 years ago

I open an account here and signed up to not receive overdraft protection so if I didnt have the funds, my debit card would be declined well I wake up this morning April 18 on a Tuesday and find my account almost $300 negative come to find out one of my transactions put me in the negative after adding $190 from my business account to my personal account so I called them and they say oh its up to our discretion meaning the bank to approve or not approve something if you dont have overdraft protection, which is against the law,... read more

Lindsay M 

on BBB

2 years ago

Citizens Bank was the only bank I had ever had up until this year since I was 18 years old. I've given them almost 15 years of business. However when it came to investigating my fraud claims that just happened this past year, no one ever contacted me about it from the bank, they fired the banker that was actively trying to help me, and they told me that if I didn't somehow come up with the money within 60 days they were going to close my account and let it hit my credit. Having to go into one of their branches for anything o... read more