Citizens Bank

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!

GREAT place to do your banking. Always friendly and helpful..

Long waits, unhelpful and unknowing employees. Went three times to get my debit VISA which should arrive after 7-10 work days. 2 months later I still don't have my card even though it has be reordered 2 times.