Citizens Bank Mobile Banking Reviews

by Blamed007

So I just want to say I enjoy doing business with Citizens. The atms have been updated and the staff is always friendly. However, they are slow to adapt to the ever changing ways of technology.
I have used CitizensBank to manage funds since it first came out and it’s been increasingly getting worst. At this point as I write this review, I can’t ever log into my account. I have the Face ID enabled to unlock my account. I also typed in my password(which is correct since on my computer it let me in) and keep getting this pop up saying “ unkown error”. This is not new as I have receive this plenty of time but am able to get in after a few tries. Today however, I have tried to log in for 25 minutes and still nothing. Also trying to report and issue on CitizensBank under “Trouble logging in”
Only takes me to a page where it will ask if I forgot my password, forgot my user ID nothing about reporting anything on CitizensBank .
Unfortunately if this continues I will have no choice but to move my accounts to another local competitor like Bank of America thank you

by IndyTed

I have been dealing with this bank for my uncle. I have never hit so many road blocks in my life. And the Fees!!!! Are they crazy? I go to a different bank where it is all reasonable and the fees make sense. To pay bills you have to go to a page on a computer and set up the payees then go back to CitizensBank to pay them. Why have an app? My local bank does everything so fast right through CitizensBank . The people at the bank do not even get it. They are the only reason this is even getting one star. They are very nice and try to be helpful but what can they do with something that does not work? They were told, and so was I through the messages system, that once you set up one account on the home page of the bank ( of which they never send a link). Plus once you log off the account the message disappears! No one looking at it could find it. CitizensBank is so bad I had other people look at it to see if it was just me or what. If you think you need this bank for travel you do not. I just tell my local bank (through CitizensBank ) where I am going (if it is flying distance) and there is no problem.
This bank and their app has been so slow and their system so messed up you can not even tell if you have bounced a payment or not. Then the fees really add up. I did not know these kind of fees were legal.

by Fees! 🙄

Their app is an absolutely nightMare and will be changing banks as soon as I get the opportunity. It’s so delayed and slow, crashes on me all the time. And then the transactions I charge don’t come out until a few days later, they don’t even show up or decrease my available balance for days. And then slam me with a crap ton of unnecessary fees, then you get told that you’re only authorized to waive two fees in the lifetime of banking with them. How is citizens customer service I might add? Sub-par and could get a better response from a husky. I literally have paid more fees to them then any bank Combined because of their 1930’s app, and their excuse of using a registrar. It is 2021 people don’t sit down anymore go through a registrar, and to test their theory I went through and used it for this week. They still had an app that messed up and over drafted me. If you are like any normal American struggling from paycheck to paycheck, single mom that has to pay for everything, or a broke college student. Do not go to this bank if you don’t want to pay your grocery money, light bill, WiFi bill to them in banking fees because of their horrible all and lack there of customer service. I wish I could give them worse than a 1 star review, they don’t even deserve that.

by DiscouragedVeteran

I have been banking here for over 10 years. Up until about a year ago CitizensBank was the most dependable and up-to-the-minute app for knowing in real time what was going on with my accounts. I felt like we had a very clear and comprehensive way to communicate. That is no longer the case and I have on numerous occasions had to negotiate the terms of overdraft fees for transactions that don’t post to CitizensBank . One helpful rep scolded me for not using a check register. This isn’t 1974 people. There is no excuse for a mobile app from my bank not to be able to populate transactions in a timely manner. I’m talking delays with 2-3 day gaps. Where everything looks fine for those 2-3 days then suddenly a transaction dated for 3 days prior is suddenly on CitizensBank and you got a $37 fee.

Citizens, you really need to do better. There are other banking apps that provide a 24 hour notification if something overdrafts and a timer counts down that grace period allowing the customer to address and fix it. I get your check register argument. But with so many digital transactions that manage the average household…it doesn’t always shake out just right. I just don’t see how blaming your customers trusting your app is good for business.

by Aytheredenorah

These 5-star reviews are beyond fake. CitizensBank is just as terrible as this bank. Like clockwork, CitizensBank is down every single day at 12am EST. I learned this through experience and repetition, not via transparency of Citizens Bank. CitizensBank is not at all intuitive. Every time I open CitizensBank , it takes me to the “You are now logged out!” screen (Even if CitizensBank was closed - it doesn’t allow me to log in unless I re-close out of CitizensBank and re-open. A lot of these bugs have existed for a long time now. App features are limited. You can do mobile check deposits, bank transfers, and get a very rough idea of your recent transactions. The post-dates of transactions change daily & my guess this is a way of Citizens Bank screwing you over. You are also not able to see credit transactions immediately, as you are able to with other banks. I have been a customer of Citizens Bank for over 10 years. Their systems have been hacked numerous times and they are not at all transparent with their customers about these data leaks so just be careful. Citizens Bank is a shady bank and the Citizens Bank app is one of the worst banking apps on the market. It’s 2021 - with all the outrageous fees and shady dealings Citizens Bank is guilty of, you’d think they could bother to invest in a quality app for their customers. Unfortunately CitizensBank is terrible but I’m learning to expect that from Citizens Bank.

by BDsloan

As of recent I’m thoroughly convinced CitizensBank doesn’t work between the hours of 11pm and 6am east coast. Most of the time you aren’t even able to get into CitizensBank , it will just give you an error message. But if you do manage to log in during this time, good luck making ANY transfers that will go through before 6am. On a more general note, CitizensBank constantly goes down for maintenance without warning. I wouldn’t have a problem with this if CitizensBank ACTUALLY IMPROVED AFTER MAINTENANCE. Thankfully because of my age I haven’t had to use CitizensBank to pay any bills of my own (just transfers to my parents for insurances) but I can’t wait for that day after seeing all of these “great” reviews. Do yourself a favor, take your money and go open an account with Wells Fargo. For the short time I banked with them they did EVERYTHING right (looking back I don’t know why I switched). The Wells Fargo app is amazing from what I can remember and the Wells Fargo customer service was the best I have ever encountered. I could get into the Citizens Bank customer service system but that is a WHOLE different story and this is just a review for CitizensBank .

TL;DR - app is crap, just take your money and run

by Dagrjg

It was once set up so that eBills could be sent to Citizens Bank and you were able to pay them without an issue. Then they had an update, and if the ebill was a credit card, it would always default to the minimum payment, no matter what amount you entered for payment. There were options like “balance”, “other”, “minimum” but no matter what you chose it would always default to the minimum payment, even after entering an amount of “other”! Imagine how quickly your credit cards can compound interest when you are making minimum payments. I emailed at least a dozen times and heard nothing. Now, fast forward to the new and improved Mobile App. They fixed the issue by eliminating eBills from showing up in CitizensBank all together! Brilliant! If you can’t fix it, just get rid of it and tell everyone that it is improved! Best part, nobody was notified! Just sit back and don’t pay your bills because Citizens opted to not tell you that you have ebills due. Now I have more money in the bank! If you are interested in watching your credit score get tanked then stick with Citizens, otherwise do what I am doing and move your money to a different bank.

by Elderly Customer

I have both an iPhone six and an iPhone X. CitizensBank does not work with either of these phones in a reliable manner. When I go to login a screen appears which says that the website is not available. Last year I was stranded in Europe without money because CitizensBank was not working. I tried to reload CitizensBank with no success. I restarted my phone also with no success. The problem is not with Apple, the problem lies with Citizens Bank and its app. If you look at other reviews you will see that they have had the exact same problem as I am now experiencing for the second time. It is not just me. Now, six months later, CitizensBank is broken again. The people at my branch are very friendly but unable to help. When I called customer service from Vienna, Austria, I waited on international long distance 30 minutes for an operator and still did not receive an answer to my call. I hung up. Fortunately I had some friends who lent me some money. CitizensBank now remains broken on my phone and I am heading to a competing bank to establish accounts and close out my citizens bank accounts.

by Adreisus

i’ve used CitizensBank for years. from time to time there will be a slight UI change, but they don’t fix the bugs and glitches at all. for example, if i am logged into CitizensBank and i close out of it, for security purposes, after about 15 minutes it logs me out. no problem, but every time i go to log back in, it just says “see you later!” and refuses to let me log back in. i have to close out of CitizensBank completely and reboot it. too many steps just to check my balance.

speaking of which, it seems like CitizensBank is closed for maintenance more times than not. at this point every time i go to log in, i just expect it’s servers to be down. not even just CitizensBank either- a lot of times the site itself will be down, but CitizensBank is down way more often. at least with other (smaller) banking apps, it’ll actually stay somewhat consistent compared to this giant banking corporation. make a more reliable app already!

by Mynickname66

I have had an account with Citizens since they bought out US trust. That’s a very long time.
I have never liked CitizensBank . Although I haven’t had the overdraft problems that many people are mentioning in their reviews I find Citizins to be the only bank that doesn’t allow you to make credit card payments or even see your credit card statement on CitizensBank . In order for me to make my credit card payment every month I have to open CitizensBank tell it to login to the credit card which takes me to the website where I’ve got to log into my checking again then log in to my credit card. Very inconvenient. When I asked them about it and explained the convenience of other banks like Bank of America and Chase… They tell me that the credit card and the bank are two different entities and therefore cannot be on the same app. But if you gonna put your banks name on a credit card… Either let CitizensBank access it or develop a new app just for the credit card. I actually have no idea why I still have a Citizens Bank account. I guess it’s just nostalgia since it was the first account I ever had.
If you already have a Citizens Bank account and I would recommend getting CitizensBank . If you don’t already have a Citizens Bank account I would recommend looking at other banks.

by Mdmosher34

It’s honestly impressive that after a complete app overhaul that they talked about for what seemed like at least a year managed to make CitizensBank experience objectively worse in several ways.
1. With Face-ID enabled, the login screen gives an endless loading screen before even giving me the opportunity to put in my password as an alternative half the time. When Face-ID does work, it often cycles through the loading screen several times before actually taking me to my account.
2. The EXTREMELY useful Citizens Bank widget on iOS is now gone, which was forgivable for the first couple weeks after iOS 14 came out but now, several months later, it still hasn’t returned after multiple updates.
3. For a newly refreshed app design, the Zelle feature is unacceptably cumbersome to the point that I stopped using it despite needing to pay fees on the alternative app Google Pay.
4. The only reason I’m giving CitizensBank a 2 rather than a 1 star review is that they finally updated the completely outdated aesthetic of the old app, but it’s hardly worth anything if CitizensBank doesn’t work properly more than half the time. Would go back to the old app in a heartbeat.

by Zeetsq

I was excited about a month ago to see that the Citizens app had finally added a pay option for credit card balances! I thought I wouldn’t always have to go to the full website to make a payment any longer, wrong!
After a few tries of trying to use the “Pay” button and error messages stating, I didn’t have an account available to make a payment from, the light bulb came on. (For those of you under 30, google an old cartoon or comic, it’s when the character finally gets it.)
After calling customer service and being transferred between 3 different departments, on the verge of a 4th transfer, I finally as nicely as possible strong armed the representative into acknowledging that my suspicions were correct. The “Pay” feature in CitizensBank can only be used if you have an internal, Citizen’s, account to use! Which for me, still makess CitizensBank archaic and not very useful!

by Binary 001100101

I use CitizensBank exclusively to deposit checks remotely. The previous version was finally working and now with the last update it’s gone back to forcing rotation mode and removed the initial option of just taking a picture of the check! You have to fiddle with the distance and frame over and over, wait for it to accept where you’re holding the camera, then CitizensBank screws up the picture and only THEN does it offer you the option to manually take a picture. At that point it’s usually forced you into portrait mode which is both awkward and doesn’t allow you a full size review of the image before submitting.

In addition the new “simplified” menu system takes much longer to do anything - even as simple and check previous deposits of get a summary of the accounts.

Please go back to having manual capture be an option upfront when using check deposit and create a basic menu that works and LEAVE it ALONE!

by JCollins121

I have had CitizensBank for several years now and have never been very impressed with it. The accounts views show transactions and date information. The mobile deposit for checks works just fine. There have been several occasions where CitizensBank will have random “unknown errors” that causes it not to let you log in to the account. This can be very frustrating when you need to check balances or transactions in a time sensitive manner. I do not like that the Citizens Bank credit card is not integrated better to the account and app. The only thing you can do with it on CitizensBank is view transactions, but you cannot easily make and schedule payments using CitizensBank . I have found that only the primary cardholder can have the transactions show, but a second cardholder cannot see transactions through their account, even if they are the second name on the account. I have used several other apps through banks that have their cards very well integrated and streamlined for simple payment and tracking. I have not had any issues utilizing the Zelle feature for family and friends, so that is also a good feature. For such a large banking chain, they need to devote more time to their software development and modernization, but CitizensBank does alright for it’s basic functionality.

by Shaless22

The citizen app is so annoying for me. It never signs off so when you go to use it again you have a plethora of login fails before it actually is in mode to sign on. It’s absolutely frustrating. I do not like that you are tracking m money and
you word it in a way that makes it look like only you are looking out for my better interest. If that’s the case would you still charge me a overdraft fee? You sure would!!!!!! So even knowing I made a mathematical mistake you would add additional charges and expense to make it even worse. So do I believe your service is for my benefit? Nope I do not. I have no other input as I do not use the bank and avoid if possible by using mobile deposit and transfers. (I suppose that’s a service, but you use my money and charge me to use my money so these services are well paid for using/my (having)money In Your bank) I only have to hold my money In The bank and benefit from no other service .

by Kena2mi

I have just a Citizens Bank credit card, that I accepted because of the cash back features, but my checking is with another bank. I’m shocked to discover that CitizensBank does not allow me to pay my credit card with an outside bank. Instead, I have to go through the desktop Citizens Bank website where I had to create a whole new account, to be able to pay my bill. So all CitizensBank is useful for is monitoring purchases. I have several other cards that all allow me to add an external bank and pay through CitizensBank , and it’s so much easier and faster. Please add this functionality.

Edit: so now I go to the main website Credit Card login page to try to pay my bill, select the account and payment amount, and get the message “we are sorry, we cannot process your request at this time” and it tells me to call for assistance. I’m in the middle of the Mediterranean, it would cost me $8 a minute to call. Luckily I will have time to get my payment in after I get home, but your substandard technology hardly makes me want to switch banks.

by Ms Chris103

I love CitizensBank many times you try to get on to different apps when you’re using them they always fail you this one has not failed me and I also figured out when there’s a problem getting on you download CitizensBank again because it’s really your security that they care about so everything is at your fingertips you’re able to get your account information send girls pay bills they send checks by way of your account for free it’s just a nice a very nice app is compatible to other people at other banks with Zell it’s beautiful.I also appreciate That you’re able to retrieve your statements you can do it by the year by the month by the day and it’s constantly being updated so what you see is what you see they notify you based on your alerts just a nice app. Amen

by P4455henry

It’s been over two weeks now and I am not able to login to CitizensBank . The message I get is that it is not available. I can understand updates but this is way to long. So much for convenience. I’ve had mortgages home equity lines of credit all of which have been paid in full and never missing 1 single payment and they would never waive any fees if my account became over drawn which on a few occasions has. Citizens is wrong in this regard in the amount it charges it’s customers fb or this. They have been proven to be wrong as they had to pay back customers. Also, My husband applied for a new mortgage to buy me out of my home and he was denied Citizens says he wasn’t going to live here. Figure that out. My husband !!! We went elsewhere and got a great VA mortgage. I’ve tried to set up a new app having issues again. May be time to move on.

by Blake018

CitizensBank has some great features but I would like to see some changes. One is to the Widget. I wish they could update it to be more aesthetically pleasing and not the plain white background. Maybe doing a style similar to the Apple Screen Time Widget with notification icons on the side to show any problems like an overdraft for example. I don’t know if the Apple Watch app is similar but I would suggest the same layout. Another would be CitizensBank layout itself. Instead of the menu drop-down, I would like to see a bottom menu with Accounts, Transfers, Pay Bills, Zelle, and Mobile deposit with their own buttons and the rest be incorporated into a settings/features button to clean it up. Last but not least, please add a dark mode. I know white and green are your theme colors but I think CitizensBank would look sick with green buttons/icons against a black background. Also, it’d be easier on the eyes. Thank you!

by True Ninja Lord

I don’t need to go into full detail because plenty of others have done so already. Citizens Bank scams their clients. They stack charges on weekends to maximize the chance of striking you with an overdraft. If you live paycheck-to-paycheck and find yourself in a situation where you have to make a bunch of little transactions less than $10 and one big transaction that overdraws your account by a few dollars, Citizens Bank will make a point to overdraw your account first with a big charge and let the small charges accrue as much as possible. I have so many bills tied to this account because of how long I’ve had it that I just can’t close it. Citizens Bank is scum. Their app rarely works properly, and their customer service is garbage.

by ZowieK

Hi there!
CitizensBank is the worst banking app I’ve used. It’s always down, it’s impossible to figure out anything, it’s slow, the design is poor, and it’s never up to date! I’m so used to the Wells Fargo app that always has the updated balance, even on weekends! If you transfer money from your checking to your credit card on CitizensBank, it doesn’t update!!! It won’t subtract the money from your checking until it processes 2/3 days later. Most other apps have an “available balance” that will deduct any transactions even pending ones. BUT NOT CitizensBank! You literally have to keep track of transactions in your own (mostly weekend transactions). It’s increasingly frustrating for anyone carefully managing their money. I am honestly switching banks because of how frustrating their app is. TD bank here I come!

by Be_lovely

All CitizensBank does is tell you your balances and transaction amount history. Most of the time it doesn’t say where (company) the purchase or “debit” was made from. CitizensBank doesn’t allow for merging of accounts either. I can not access my citizens credit card from CitizensBank or any other citizens service, loan, car, mortgage etc. It has issues logging in often. Will not read thumbprint or register password reading. I’m really disappointed with CitizensBank, to the point where I’ve actually thought about switching banks which is a strong statement I know, but if I can’t read or identify what is going on with my finances then that’s a serious problem. I hope citizens works on this because it’s a huge issue that could make them lose customers.

by Rae. J

Attempting to login in is a hassle, I'm being told my pin is incorrect when I can 100% assure you that it's not.
The bank sent a new card to my address without my consent. Note I have not lost my card , reported it stolen or anything . So after 3 years I was issued a new card. The reason I knew I was issued a new card is because my old one stoped working for my transactions.
So now I call my bank, to find out my new card was delivered over a month ago to an address i was no longer living at, the next part is the best part, after telling them I no longer live there and that they issued a new card without my knowing, they ask if I want rush delivery on the next card sent to me.
What a joke of a bank.
I've never left a review for anything , but Citizens bank you earned this one, thanks for the terrible experience.

by OurHouseCC

This is a terrible, no good, very bad app.

I’ve been traveling internationally for a week, and both for security as well as checking transactions here (i.e. cash withdrawals and the exchange rate) while tracking scheduled bills at home, have been unable to login all but once, and that was three days ago. Every day that I’ve tried to access CitizensBank , a message says it’s not available. I tried deleting CitizensBank and reinstalling it with no success.

Like others, I’ve previously had issues with my PIN and thumbprint access. I’ve had to restart my phone to get CitizensBank to work (not experiencing issues with any other app or the phone itself at the time). Given the other cumbersome issues experienced with the bank, which I joined approximately two years ago, it makes me regret leaving Bank of America – they had their own customer service issues, but it didn’t feel like I needed to send carrier pigeons across the nation to achieve a simple task.

I’ve previously complained to Citizens about different issues, and the response on more than one occasion has either been, “It’s our way,” or “Try restarting your device.” No, it’s the bank. Have consideration for your clients (your “citizens”) who trust you with the security and convenience of banking with you, and do better.

by Whitec08

Does not have many features my smaller bank has. Citizens credit card transfers should be real time. Transfer feature works on deposit accounts but I noticed time and time again when making principle payments to loans the transfer gives a confirmation without a reference number. It shows the date and amount transferred. I called customer service and they blamed me for not following to the full confirmation page. I screenshot my transfer confirmations every time and now noticed I only have issues with principle payments to loans and credit card transfers. I want to pay my loan off quicker and it is frustrating to have make several calls without a fix. Considering switching banks completely unless CitizensBank can fix itself quickly!

by Leesh 2

Citizens bank as a whole is terrible. I have never had overdraft issues before until I switched to them. I called and spoke with a manger who told me that their app is not there to tell you your balance but just to help you balance your account ?? So you mean to tell me your app isn’t accurate and can’t tell me my available balance. Then proceeds to tell me they won’t waive the overdraft fee when my account was only overdrawn $7 and because of them.

The problem is the debit card transaction which should be immediate or at least pend and hold the money doesn’t go through until 3 business days later and so when you check your account it will show a higher amount than wat u actually have available (manager also confirmed this).

So when I check my account and show a certain amount available it really isn’t that amount. Manager told me I need to keep track of my transactions but I thought that was what CitizensBank and online backing was for I mean come on it’s 2019. No other bank have I had these issues with and I will be closing this account and changing banks.

Very disappointed in this bank. As I told him if I intentionally overdrawn the account and knew I was putting it in negative I would be willing to pay the fee but because of your faulty debit card process the customers suffer.

Good luck with this bank

by Killah_whale

I just got an auto loan through citizens. I had an insane amount of trouble setting up my account, and come to realize if you want to do a one time payment you can’t even set it up through CitizensBank . You have to go to some weird portal on their site and use the first four 0s of your account even though they all start with 6 and then enter in your social for a one time payment. Absolutely terrible. You can’t make payments through CitizensBank or see the balance and have all of your information in one place. Disgusting business. I’m already looking to refinance this loan, even if a bank came back to me and said they had a higher rate I would take it over this terrible company. They were rude on the phone and it was my first experience dealing with them. Stay far away from this place.

UPDATE: I refinanced my loan. Citizens, if you’re listening, which you’re obviously not, you just lost a customer before they even made their first payment! And I got a lower rate. PEACE!!!

by Shadow Lotus

For some reason now though CitizensBank refuses to recognize my TouchID even though I’ve turned TOuchID on and off, uninstalled and reinstalled CitizensBank, and searched all the faqs and help menus.

CitizensBank is supposed to have an option to turn on Touch ID, it’s not there (yes I looked in the security settings tab within CitizensBank and through CitizensBank settings in the IOS settings menu), and that makes it highly inconvenient especially when CitizensBank itself likes to tell me my password isn’t correct when I know for a fact beyond a doubt that I have put it in correctly. Fix your crap Citizens, or are you going to treat your mobile app/mobile banking like you did the overdraft fee scandal a few years back and just ignore it and pretend there’s no problem?

by Ashley404

We are in the year 2018 CitizensBank should be not feel as though I am in 2012. With other mobile banking apps you are notified when a purchase is made (very important in terms of security) you don’t get that with CitizensBank. Transaction descriptions are sometimes vague once again, with other apps there is more detail (this is useful for those who do not check everyday). Lastly, CitizensBank is always “currently unavailable”. You’d think they’d be making updates but nah same old app with no updates since I got it (which was back in 2015). I guess CitizensBank compliments there customer service “crappy”.

by Pleased User 123456

I honestly have not experienced the problems that are mentioned in some of the negative reviews, and have been very pleased with CitizensBank . It works very well for me for all the uses I’ve tried: mobile deposits, transfers, balance inquiries, switching between accounts and logging in using different I.D.’s (for business and home checking). My only complaint is that facial i.d. works for only one of the two logon i.d.’s, but I haven’t looked into it to see if I can resolve that since I only use the second logon occasionally.

Standing back, I’ll say that in the scheme of things, CitizensBank is SO MUCH better than how we used to bank that we all have good reason to appreciate it.

by Russgibson

I’ve only been a customer for a few months but I am already a fan. I use my debit card heavily and the main reason I switched from chase and US Bank was I got tired of constantly having to verify my transactions. Yes I used my card at a gas station yes I ordered something through PayPal. If you’ve ever had to constantly deal with these annoying instances you get sick and tired of it quickly. At citizens I haven’t had any issues. Love not being embarrassed when my card would be declined at the other banks and I’d have to call and verify.

by LoVermont802.0

I’ve been banking with Citizens for ten years now. I’ve been using the mobile app for probably half of that time.
I’ve had no issues with CitizensBank . I love being able to transfer my money from one account to another, I absolutely love the mobile deposit, I’ve never had an issue with logging in, and when I had a credit card I could make payments to it through CitizensBank . I also really like the feature where you can choose which accounts you want displayed on CitizensBank (you have to do this on the computer). It’s helped with my savings so much.
I’ve had a couple issues with my address and I believe that recently they made it so you can update that info on CitizensBank .