Reach Citizens Bank Corporate Office Headquarters 

Citizens Bank, Second-Class Treatment of Overseas Clients. For background, I am a U.S. citizen, a former HSBC client who was brought into your bank when you acquired HSBC, and I am a permanent resident abroad. Recently, Citizens Bank’s department sent me an email listing several charges, requesting that I confirm whether they were legitimate or not. Since the charges were a mix of both, I decided to call for assistance. The email provided two phone numbers. One number disconnected immediately every time I tried calling from my U.S. phone number. The other led to an automated system with options that did not address my situation. Unable to resolve the issue through those numbers, I contacted a representative through your customer care department. She informed me that my card was frozen, and she could not proceed or even log my input regarding the charges until it was unfrozen. I had already provided my card number, the last four digits of my Social Security number, and additional identifying information. Despite this, I was told that the only way to unfreeze my card was to receive a numeric code via text message sent to a U.S. cellular phone number. However, as a resident abroad, I do not have a U.S. cellular phone, only a local phone registered in my country of residence. I was informed that Citizens Bank’s system only sends text messages to U.S.-based numbers. This experience highlights a fundamental issue. Unlike Citizens Bank, HSBC was a global institution with branches in numerous countries, providing seamless services for international customers. Citizens Bank, having inherited those international clients, should recognize the need to offer equitable service to those living abroad. After repeated insistence, the representative mentioned an alternative method: submitting a fax with copies of utility bills bearing my name and the address you have on file. Unfortunately, not all countries operate like the United States. In my case, some utility companies do not issue physical bills; instead, I inquire about the balance and pay in person. Additionally, identification methods in many countries differ, such as using a cédula (a government-issued identification card) instead of relying solely on utility bills. Only my water bill contains the address you have on file. The requirement to send a fax is another outdated practice. In a digital age, relying on a technology nearing obsolescence creates unnecessary barriers for customers. I urge you to reconsider and improve the following aspects of your services: Ensure all listed customer service phone numbers function properly and reliably. Expand text message authentication to include international phone numbers. Provide alternative verification methods for overseas clients beyond utility bills. Modernize communication channels and reduce reliance on fax machines. Citizens Bank has a responsibility to treat all customers with fairness and respect, regardless of where they reside. Implementing these changes would significantly enhance the experience for your international clients. Thank you for your attention to this matter.

Citizens Bank, Instrusive mortage loan underwriting approach. Mortgage Loan underwriters are the gate keeper to keep up the quality of mortgages so they can resold to secondary markets. I am a mortgage loan applicant and I was required to answer some questions from underwriter. I was a former banker, auditor, government financial auditor and a CPA. I had to answer questions like the source of funds to payoff a car loan a year ago while i ready received title of the car. I was asked to prove I have no mortgage on my existing property while the no mortgage outstanding. I have to prove that line of credit had $0 balance while the Bank of America issue the line of credit already closed. I was asked to prove I have cash available to close property while I have investment account over $82,000 in investment account. I Was ask to provide detials for funds transfer to Golman sachs for opening saving accounts, purchasing CD. I have a bank account constantly with balance of over $15,000 and yet I am asked to provide details of transactions. I am financial strong and sufficient investments at various bank. It appeared the underwriter wanted to have perfect underwriting file by asking and demanding documents that, I think is intrusive and unreasonable. No every one has the knowledge and training I have and not many have the financial resources I got. I asked the person to pause the loan process. Other mortgage loan applicants will most likely be bully to comply those craze questions. I am sorry for them and for the Bank employs such underwriting practices. Maybe the person I encountered did not have profession training, or having bad attitude that he can bully or ill treat potential loan applicants.

Citizens Bank Mortgage Servicing. For the past five years, Citizens Bank’s mortgage servicing department has destroyed my credit and reputation with false reporting. They falsely claimed my loan was in bankruptcy, reported 17 missed payments that never happened, and misled the VA by saying I missed 14 payments. Despite my efforts to provide proof—including sending my bank statements three times—they ignored me and pretended they never received them. Even the Chairman’s office took my documents and then refused to acknowledge them or take my calls. They have refused to admit their mistakes, leaving the threat of foreclosure hanging over me even though I have paid on time. I sent a settlement demand letter a month ago and have yet to receive a response. They claim they are handling it in-house but won’t provide a contact person or phone number. When I call customer service, I get the runaround, and they refuse to connect me to the legal department, saying they don’t know who is handling my case. Instead, they direct me to their foreclosure attorney—who was removed from my case. To make matters worse, they removed my name, phone number, and address from my loan records but left my Social Security number. Then they sent loan modification documents to the wrong address and called the wrong number. When I reached out to them, they refused to talk to me because my name wasn’t on the papers—papers they altered! They have also stopped accepting my payments, falsely telling my bank that my account was either closed or paid in full. Now, they are charging me late fees and penalties as if I never paid them. This situation is beyond frustrating and unacceptable!

Citizens Bank, Inability of Citizens Bank to manage insurance claims. Citizens Bank has had our insurance claims check for almost thirty days and can still not tell me when it will be available. This is due to your company applying it to the wrong mortgage.

Citizens Bank, Seems to have forgotten….Someone seems to have forgotten that the most important person in Any business is The Customer. I have been a Citizens’ customer for almost 20 years. Needing cash, I visited the Milford (NH) Branch yesterday afternoon, at about 1415 hrs. I drove to the ATM, inserted my card, typed my PIN, and tried to withdraw cash. The machine would not accept any transactions on this particular screen. After several attempts, I finally gave up, cancelled the transaction, retrieved my card, and went into the branch, where I spoke with 2 different people, and after commenting on the non-working ATM, I was told that (1) “it was broken” and (2) ” we know, and have a ticket on it”. When I mentioned that placing a sign on the machine might relieve some of the aggravation, the answer was ‘We can’t” because “corporate won’t allow it”. Wow…”corporate won’t allow it”. Of course, the clerk did not know the rationale behind the “won’t allow it.” I assume there may be some truth behind the corporate edict, but Why??? Or, are you intentionally trying to drive customers away? What could the harm have been of by taping an “Out of Order” sign on the screen…??? A word to the wise: it is incidents like these that drive customers away.