Citizens Bank Mobile Banking App Negative ReviewsCitizens Bank, N.A.

Citizens Bank Mobile Banking Negative Reviews

4.66321 star

Total 40 Negative Reviews

Citizens Bank Mobile Banking App Complaints & User Negative Comments 2023

Citizens Bank Mobile Banking app received 40 complaints, negative comments and reviews by users. Have you ever had a bad experience using Citizens Bank Mobile Banking? Can you share your negative thoughts about citizens bank mobile banking?

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Citizens Bank Mobile Banking for Negative User Reviews

Limited use for credit cardI 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 the app 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 the app is useful for is monitoring purchases. I have several other cards that all allow me to add an external bank and pay through the app, 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..Version: 10.9.1

Way too long hold for Customer ServiceEver since I’ve switch from HSBC things have gotten worse for my account, and I don’t like it one bit. The app is actually great, but it’s only until I can’t even access my account for over 24 hrs. No warning of maintenance or any alerts of the account possibly freezing for whatever reason. So as I call customer service to get a handle of this, I’m currently on hold for 1hr and 37 minutes waiting for someone to assist me. Why In the world am I on hold for over an hr from my bank??? I’ve never had to wait this long to speak to someone! 30 mins the most! This makes absolutely no sense! I can’t even make any moves until I access my account, and my life is literally on hold because of this, no exaggeration. This needs to get better or I’ll be switching my banks for sure. This is unacceptable..Version: 12.5.0

Log In to Log Out?This App could really use some improvements. It’s extremely frustrating that when you open the App and Log In, it has to Log Out of a previous session and then forces you to Log In again. And even then, if the App freezes or crashes during the second login, it makes you Log In to Log Out again before you can Login for the third time. This could be easily resolved with a timeout in the App that ends a current session and auto logs out so that the next time the customer uses the App, they simply login and move on with their business. You could even send a prompt to the customer that notifies a log out occurred. Also, I am unable to cancel a money transfer once it is initiated, however the cancellation seemed to work fine on the website. Eric Gaither - Electrical and Computer Engineer.Version: 12.1.0

App has got to be as bad as the bank itselfI’ve had it with both the bank and the app. First of all, it is 2023. the app is UGLY. I seriously feel like i’m using an original microsoft computer everytime I open the app, that is if the app even works. Because more than half the time the app is experiencing an “error”, and I can’t even access my account. Transactions take days to load. I’ve literally had to start tracking all of my spending in my head. Defeats the purpose. Even when the app does open, 9 times out of 10 it crashes. I’ve had this app for years. I’ve had many phones. It always crashes. They made a huge deal about their “app update” and in my opinion it looks nearly the same, and more importantly, basic things to fix (such as crashing) have not been dealt with. I’ve had more problems than I can count with this bank, rude and judgmental workers, nothing can ever be solved going to a bank in person. Ever. Zelle hasn’t worked in the app for a year for me, they don’t even know how to fix it in person or over the phone. The bank alone is more than enough of a reason to leave, but the app is god awful..Version: 14.4.0

Seems to consistently have issues.This app consistently runs into technical problems, which makes it difficult to transfer money between accounts when it’s necessary. This has caused issues with recurring payments and such which is obviously a concern. Due to the rise in malware and hacking I do not leave much money in my checking as a safety net incase anything happens. This is a good practice, though since this app is not reliable, I have been in awkward positions when the app refuses to respond in a timely manner when I have to access my other accounts. If this app was more reliable, I’d recommend it, but I’ve run into problems too many times. I would like to add that it “conveniently” runs into problems during business hours on business days, therefore it’s not a matter of the bank offices being closed. Please fix this, as it would seem by other reviewers this has been going on for years..Version: 14.4.0

Problems, problemsFor starters the app seems to have trouble starting more than half the times I try to access my accounts. The formatting does not fit the screen of my iPhone X. Significant issue: bill payment will be set to the next business day AFTER payment is due, if payment due date is on a non-business day. For example, if a payment due date falls on a Sunday per the biller, the Citizens app will default to setting the following Monday for payment. This leads to late payments, fees, charges, etc., with billers. Not good. To work around this you have to manually track due dates and manually adjust payment dates. Further, for credit card bills that have the option of making a minimum payment or paying off the statement balance, the app will only provide data for the minimum payment. You need to go to the biller to get the statement amount and enter it manually in the app (being careful to note that the due date does not fall on a non-business day, as noted above)..Version: 9.0.0

Bank is Terrible, App is Equally BadThese 5-star reviews are beyond fake. This app is just as terrible as this bank. Like clockwork, the app is down every single day at 12am EST. I learned this through experience and repetition, not via transparency of Citizens Bank. The app is not at all intuitive. Every time I open the app, it takes me to the “You are now logged out!” screen (Even if the app was closed - it doesn’t allow me to log in unless I re-close out of the app 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 this app is terrible but I’m learning to expect that from Citizens Bank..Version: 10.9.1

Stop taking away manual capture!I use this app 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 the app 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!.Version: 10.2.0

Wish I had gone with another bankIn general Citizens online banking is horrible. The app, online both awful. EVERY time I want to login I have to reset my password because it will lock me out or tell me my user name isn’t found. I write everything down carefully each time so I know it’s not me it’s the bank. Second now that they are “merging” everything so you can see your bank accounts and your mortgage in one place I have lost complete access to view my mortgage it’s just not there. For someone like me who is in a construction loan where the interest I owe changes monthly this is a huge problem, how should I know what to pay? Statements are mailed after the payment due date so that doesn’t help. This app would be stellar if it was still 1999 but doesn’t even do the basics of what is required for business today. Steer clear of this app and bank unless you can dedicate hours to figuring out what is going on in your accounts and enjoy making long phone calls to customer service phone trees..Version: 11.5.0

Good banking experience; App is a dumpster fireI enjoy my experience with Citizens Bank in every way except the app. When I first joined, the app was useful, mostly error free, allowed widgets, logged in reliably. Then an overhaul happened a few years ago. Since then the experience has only gotten worse. Widget gone. Takes multiple attempts to log into my account - sometimes can’t log in at all. Most recently won’t allow me to log in unless I completely close the app then open it fresh. Right before writing this review, took 7 attempts to log in, then kicked me out, and another 3 attempts to log in. Each of those either come across as a successful login that immediately logs me out, or an error or cannot login to my account at this time. Long story short - used to be a good and useful app though a bit basic. Overhaul happened. Now it is painful to use to the point I have considered switching banks even as much as I enjoy working with the bank itself..Version: 12.4.0

It works! Occasionally.This app must have been designed by a 4 year old. Constant error messages. Often shows mobile deposits as not having gone through when they actually have. You seriously could not have designed a better banking app than this? Now on my account overview screen there is an annoying red insights feature at the bottom that I cannot shut off. There is a toggle to do so in the settings area, but it doesn’t function. Typical. I called the service number to try to rectify this, but they’re “experiencing heavier than usual call volume” and my estimated wait time is 45 minutes!!! Awesome. To think that this institution presumes to give me “insight” regarding my finances when they can’t seem to manage an app is laughable. I wound up figuring it out myself. Delete app. Ahhh… that’s better. If I didn’t have my mortgage through Citizens I’d kick this joke of a bank to the curb completely..Version: 12.0.0

Worst everCitizens 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 the app 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.Version: 8.1

It’s Not The Bank of Larry FishThough there is a gaggle to be desired, Citizens by default is still a winner by dint of doing slightly more than their competitors. They still have racial and gender bias along with other behavior but for the most part, their mobile banking app will eliminate the need to be accosted in a branch. The Zelle should be updated to allow VOIP numbers. Just like the bank needs their protection methods, the consumers should have theirs and for me, it’s using VOIP numbers for those occurrences when banks and other merchants are hacked. Having a VOIP number protects me from those predators that would do me harm. Citizens won’t allow VOIP numbers. Beyond that, the products are descent. Don’t expect to earn any noteworthy money with their products. Simply use their product to assist you in your daily transactions which is where they shine best..Version: 15.0.0

App does not permit access to accountI have both an iPhone six and an iPhone X. The app 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 the app was not working. I tried to reload the app 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, the app 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. The app now remains broken on my phone and I am heading to a competing bank to establish accounts and close out my citizens bank accounts..Version: 7.2

It’s Not ReliableCitizens bank is a great bank, but the app still needs development polish. There are errors, constantly, when trying to sign in. There are loading failures when using face recognition. You have to close the app completely and re-open a few times in order for the app to work correctly. Sometimes you have to wait a few hours until it works again. There have been multiple times where I needed to check my balance and the app just crashed on me. This isn’t usable. This is just an inconvenience. In order to check my balance I have to log in via browser which is the reason this app should be fixed; to make this process easier for me and other people who choose to use this bank as their bank. This hasn’t been new. I have been with Citizen’s Bank for over 2 years now. The app has always had these issues..Version: 9.0.0

Decent Aesthetic, God Awful OperationIt’s honestly impressive that after a complete app overhaul that they talked about for what seemed like at least a year managed to make the app 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 the app 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 the app doesn’t work properly more than half the time. Would go back to the old app in a heartbeat..Version: 10.2.0

Very disappointedI have not had any good experience with their charges. Recently I requested a statement for the month of March. They agreed to mail me one and never told me that they were charging me $10 for my request, when in the first place they never mailed me the original monthly statement, which they charge me $2/month. I also made a loan with them and when I went in person the bank customer service gave me a much lower rate. However, when I started gettmy ststemoto pay my first bill, they were charging me a higher fee, and interest rate right away. So, this loan was to be 0% for a year, but I was paying it right away. So, I put some money together and paid it off in 5 months. I requested to refinance a rental property and they gave me the highest interest rate! So I opened another bank account with a credit union where I do more banking. I only keep the minimum amounting my accounts with them. Very disappointed with their fees!.Version: 10.5.0

Testing is poorI have been using the app since it has been released. I just downloaded the update and was not surprised to see that things that were issues never got corrected. I went to make a mobile deposit and the information that needs to be entered was unclear. For example, when selecting which account to make the deposit into, you cannot even read the entire “Deposit into” since the area is not big enough. When paying bills, default is the minimum payment, which is not that big a deal; however, when you want to pay a different amount you need to click the info icon to see options. When you click the icon you are presented with different options including pay balance. When you choose that row it takes you to another screen where the amount shown is still the minimum due. When you go to change the amount you need to backspace to delete the amount that’s there. Very frustrating.!!! You should have consistency as well. For bill pay you need to enter the decimal for dollars and cents. For mobile deposit the decimal is already there and automatically positioned based on the amount you enter. It seems like different developers are working on different aspects of the app. Very disappointing!.Version: 9.0.0

Where do I beginThe 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 ..Version: 11.6.0

Keeps getting worse!!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 the App 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..Version: 10.0.1

Don’t use CitizensI suggest you change banks asap. The customer service and people that work in these locations are pretty nice from my experience. However the bank itself is just crazy. Usually mobile deposits take 24 hours depending on the time you actually do it, but for some reason no matter the time I do, the check takes over 4 days to actually hit your account. This has left me pretty beat for a lot of things at times. Like going without gas lol. Their store hours don’t line up too well with my work schedule or i would go in person but it’s really rough getting there. With every other bank, it will go in instantly. Another issue with the app is how your statements are shown. Purchases and deposits will stay up on hold for weeks at a time, your current balance seems to stay accurate for the most part but it does sometimes fluctuate through the day. Save yourself the headache of so many more issues and move onto a new bank.Version: 11.2.0

Basic banking. Not reliable or versatile.I have had this app 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 the app 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 the app is view transactions, but you cannot easily make and schedule payments using the app. 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 this app does alright for it’s basic functionality..Version: 9.0.0

App is okApp is okay just overall a few things I don’t like.. it’s important to me to be able to see my bank card alerts in real time when it’s used, not really helpful after a transaction has posted to the account to alert me. Which could be days after the purchase and not right in that moment. But I believe that would be an overall bank feature, not the app itself but it would be nice to have app alerts or text alerts for the moment when the card is actually being used. Would also like a widget where I can quickly and efficiently view my balance instead of having to log into the app. I’m just paranoid about my card being compromised and may consider switching banks because of those 2 important features I need..Version: 10.9.1

TrashThis app is trash just like the bank. Of course they just recently merged with HSBC bank, which I had my bank account. I only got information from Citizen about the merger but nothing else. Never received a ATM card or anything regarding my Savings acct. I admit I only had some change in my account with HSBC but it remained open, but as soon as it with Citizen now they closed it, saying it was a Domant account. I was able to log in using the app but as soon as I called about not receiving my ATM card I find out the account is closed. My bank statement which I just got the day I called don’t even reflect a closed account. I called to find out about the ATM card and how to fund the account because I don’t have another acct to transfer the money. Anyways, that’s how I learned I’m no longer a customer. Thanks Citizen and I’m glad I’m not, probably would be unhappy with your service since you have customer service agents who can’t speak English well. I give the app 1 star and the bank get 0 stars from me..Version: 12.1.0

Took away the only good featureNever written a review on the app store in my life. This app is unbelievably bad for an established bank so it deserves it. I have had the app for 5 years and have suffered through constant needless updates. It was a pretty good app until the new version at the beginning of 2020. The only good thing about this app was the widget you could put on your home screen and they removed it with no reason and have updated the app to include more useless tabs instead of bringing it back. Out of the 10 banking and financial apps I have this is at the absolute bottom not even near the same rank. I have been switching over direct deposits slowly and monthly payments so that I can just switch to a better bank. I wouldn’t mind the widget not being there as much if logging in wasn’t a pain 75% of the time and if it messes up to many times it will lock your account. Nothing about this app is reliable and it does not seem to get better.Version: 12.1.0

Give me back my widget.I use Citizens Bank on my phone for two things: checking my balance and occasionally depositing checks. Mobile deposits have been glitchy on and off since the update but I got over it. My number one complaint and the reason for this review is that the widget is gone. Why, why, WHY was the widget taken away?!?! In the grand scheme of things I know it’s not overly laborious to log in and check my balance but I’m still annoyed. I can no longer simply swipe and see my account balance. A couple years ago my account was hacked and someone charged over $8,000 to my debit card. The only reason I noticed it immediately—and was able to stop two of the major transactions before they were completed—was because I had the account preview that I religiously glanced at several times a day. The hackers got a couple hundred dollars as opposed to several thousand because of the widget with the account preview. Please bring it back..Version: 10.1.0

I would have expected this app to be a lot betterI’ve used this app 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 the app 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 the app completely and reboot it. too many steps just to check my balance. speaking of which, it seems like this app 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 the app either- a lot of times the site itself will be down, but the app 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!.Version: 10.8.0

Not extremely useful for credit card acct only holdersI 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 the app can only be used if you have an internal, Citizen’s, account to use! Which for me, still makess this app archaic and not very useful!.Version: 10.8.0

Bring back widget support!!This review is for version 10.0.0. Overall, the app does what I need it to do. I’ve had it be unavailable before and an occasional crash but not to the extent some reviewers claim. The workaround for me has been to login to the website. Clunky experience but it works. As far as version 10.0.0 of the app is concerned, I do like the new UI. I like that when I go to my checking account I can expand the “Show Account Information” and I can see the account number, routing number, etc. I like how dates are a light grey and transactions in bold. I like how transactions with a check have the “view check” and a little clip art of a check. Just appears cleaner and easier to use. What I HATE is the removal of the widget. I had to contact customer service via online chat where they confirmed the widget was removed from update 10.0.0. The widget is perfect for a simple glance at my account balances without having to unlock my phone and launch the app. Of course, if I needed to do a transfer or check specific transactions I could tap the account and go into the app via the widget. From a user experience, removal of the widget is a big step back for those who regularly used it. BRING THE WIDGET BACK PLEASE!.Version: 10.0.0

Bad customer service and unreliable appI can’t wait to leave Citizens Bank. I’ve tried giving them the benefit of the doubt multiple times and it seems each time gets worse and worse. The first time I tried to request a card because mine had physically broken, they sent it to the incorrect address. I updated this address for years ago. When it was time to get my new card, they sent it to the wrong address because they never officially updated my mailing address. They said they updated my physical address, but not my mailing address. Combining that with a legitimate 50% success rate on whether or not, I can see my balance even, the app is passable, but not great. It seems like every time I’ve tried to get help whether it was in branch, through the app, online, or even calling them, I get told everything’s fine but it’s obvious that something is wrong. I’m searching for a new bank and I will uninstall this app whenever I find a new bank..Version: 14.5.0

Great app, but the technical issues...I love this app. If I don’t know how much is in my account off the top of my head, I can easily check while in line at a store to make sure I have the money I need. I also love that I can easily transfer money between accounts. However, when I use the Touch ID to log in, it rarely ever actually works. If it doesn’t work, it tells me the app isn’t working and when I try again, I’m stuck on a loading screen. I have to close the app and try multiple times to get to my banking stuff. It’s pretty frustrating, and I hope it is fixed. I do love that I can see my balance without logging in, but when I need to see my transactions it usually takes me a while due to the Touch ID problem. Other than not really being able to log in most of the time, this app is wonderful..Version: 9.0.0

2 stars only because it works *sometimes*As of recent I’m thoroughly convinced the app doesn’t work between the hours of 11pm and 6am east coast. Most of the time you aren’t even able to get into the app, 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, the app constantly goes down for maintenance without warning. I wouldn’t have a problem with this if the app ACTUALLY IMPROVED AFTER MAINTENANCE. Thankfully because of my age I haven’t had to use the app 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 the app. TL;DR - app is crap, just take your money and run.Version: 9.0.0

I can not believe how badI 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 the app to pay them. Why have an app? My local bank does everything so fast right through the app. 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. This app 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 the app) 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..Version: 8.1

Very Basic FunctionalityIt’s embarrassing that this app is so subpar. There are community banks and local restaurants with better options… It’s been almost a year since the Face ID login has worked. Every time I login, I am reminded I can sign in with Face ID, and every time, I get my hopes up that they’ve figured it out. Every time, I go to Settings to turn on Face ID, and every time, I receive a message stating, “We are unable to register Biometrics at this time.” My Face ID works for all other apps, and for all the standard iOS functions. Looking for a nearby ATM or branch? You’d think there’d be a quick tab for that on the app, but think again. After navigating to Locations on the hamburger menu, you’re first given the options to connect with an advisor or connect with a banker. If I had to guess, 99% of the people clicking on Locations are looking for a nearby ATM or branch. How about defaulting to asking if the app can use your location and then pulling up a map? Lastly, there’s a $3 fee to transfer money to external accounts from the app (not sure if it’s also charged when initiating transfers from the browser), so I end up transferring money from other bank apps that don’t assess a fee. Two stars because I can mobile deposit a check and see my balance, which are the absolute, basement, bare minimum for a banking app nowadays..Version: 11.3.0

CustomerTheir 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..Version: 10.1.1

😞Any chance they get to get me in the negative seems like Nothing gets processed on the correct dates but as soon as there isn’t enough money in my account everything gets processed now -$105 was just neg 32 Friday and Thursday I had a positive balance in my account everything gets processed now -$105 was just neg 32 Friday and Thursday I had a positive balance Any chance they get to get me in the negative seems like Nothing gets processed on the correct dates but as soon as there isn’t enough money in my account everything gets processed now -$105 was just neg 32 Friday and Thursday I had a positive balance to work with me . I’ve never had a bank take off overdraft fees before . Or even transactions that went through that shouldn’t have they returned my money with no issues . Always a pleasure . Put it this way I hate talking on the phone with any businesses or companies but when it comes to Cotizens bank I don’t even sweat it I know they got my back.Version: 11.5.0

No Longer ReliableI have been banking here for over 10 years. Up until about a year ago the app 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 the app. 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 the app 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..Version: 10.9.1

Crashes and bugs non stopIn the beginning, this app was great. It functioned as it was supposed to. Opened and closed whenever you wanted. The finger print feature is great when it works. You get in and manage your account super quick. It is efficient and effective. It has saved me time and helped me manage my funds over the years. Now the app never works. I can’t count how many times I go in to log in my bank through the app, use the fingerprint feature, and all the sudden there’s technical issues. I can’t get in. I wait 15mins, 30mins, an hour… sometimes I get in again.. it’s very ridiculous. I then have to go on my computer to do transactions.. and sometimes the website doesn’t work! This is insane how much this bank has degraded over time. I grew up with this bank and had an account with my mother since I was a child.. now I’m strongly considering getting out. I cannot stand this incompetence. I read a recent SEC article about them focusing on ESG garbage. They are having a giant shareholder meeting on ESG junk. I’ve had it man. Fix your bank! Make sure things work! Nones cares about your ESG Mellon/citizens… we want to access our accounts and manage our funds appropriately!!.Version: 15.1.0

This is what banking in the 1930s is likeI 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 the app. 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 the app 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!!!.Version: 8.0

InconvenienceI have had an account with Citizens since they bought out US trust. That’s a very long time. I have never liked the app. 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 the app. In order for me to make my credit card payment every month I have to open the app 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 the app 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 the app. If you don’t already have a Citizens Bank account I would recommend looking at other banks..Version: 7.3

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