Citizens Bank Highland St, Plymouth

I have had the worst experience with this bank. After gouging me for a couple of months with excessive service fees, I was charged for using the overdraft protection on my checking account. I went to the local branch on November 1st to pay off my negative balance and close the account. I was told that they would have to monitor the account for 30 days to ensure that no further activity occurred on the account before they could close it. I received a call 30 days later informing me that the account was closed. Fast forward 5 months. I am applying for a mortgage when I realize my credit score has plummeted. Turns out Citizens Bank had closed the checking account but not the overdraft protection (which is on the same statement and has the identical account number!!). As a result, a very small amount on the overdraft account (which I would have readily paid when I went to the branch office in November) had snowballed into a couple of hundred of dollars of late payment charges and "service" fees. Far worse, my credit score had tanked. When I took the matter up with Citizens Bank they were extremely unhelpful. Like most toxic bureaucracies, people in one department had no idea, and even less interest for what is happening in another. Ironically enough many on Citizen’s Bank side couldn’t even figure out I still had an account open because the "two accounts" had the same account number, which had been closed. I had received no word that I was getting dinged with late payments/credit delinquencies for five months. Not a single phone call, letter, email or even notification to my online account (not that I would have checked the online account anyways because I had been told the account was closed. How can people get penalized for months with absolutely NO COMMUNICATION. Furthermore, the bank trolls cloistered in their cubicles made it sound like it was obvious that there were two accounts despite the fact that there is only one account number, one statement, a zero balance on the online account, NO communication for five months, etc. Why would anyone need an overdraft protection account for an account that had been closed (and was numbered as the same account that was closed ?!&%# ) No one on Citizens end attempted to help me resolve this issue as my mortgage approval efforts (aka a significant piece of my life) were derailed. When we make a mistake (i.e. make a payment a day late, these robber barons immediately fine us. When they screw up, they play dumb while you invest hours on the phone on hold, get the run around from countless individuals, and are flooded in technical verbiage and nonsense. Absolutely horrible experience. I'd rather put my money under my mattress than leave it in Citizens Bank's care. Avoid at all costs.

Literally the NICEST tellers I have ever had the pleasure of doing business with. Christopher, Kurt and Krystin embody what's best about living in a small town. It's more than just a nice smile and a warm hello. It's asking how your day is going and what are your plans for the weekend. They are hands down killing their jobs!

I used to be a customer of this Citizens Bank and the customer service there was so horrible I had to switch to a different local bank! Unfortunately I still have to visit this bank once a month to make a deposit for someone else close to me and it gets worse and worse each time I go! And now they don’t even offer a drive thru in the middle of a pandemic! I have gone to other citizens bank locations and never have an issue, the one on highland street in Plymouth is the worst bank in town! This review isn’t based on a one time experience, it is over the course of 10 years!