Citizens Trust Bank Rockbridge Rd, Stone Mountain

There is no secure message portal to communicate with the bank. When calling, the 800 number always drops the call. The site says the customer service number accepts calls starting at 8:30. This isn't the case. You get a message stating to call back during regular business hours (with the 678 number). Despite being able to open your account online, you have to come in person to switch account types or close your account. Due to the lack of phone reliability, Ive sent two inquiries to them via their contact form on their site. I've gotten responses for neither. So you can't get them on the phone and they don't respond to customer service emails either. After years of holding my savings with them, I'm taking my money elsewhere. My account value wasn't small at all either. It was enough to put someone through 4 years of school. So their poor customer service isnt based on income. It's just bad all around. Can't wait until by transfer to my new account clears so I can close this account and have good customer service/basic bank functionalities again.

We will be closing our business and personal accounts. We have tried for 6 months to get business debit cards last year to go with the account we had. It was a disaster. We tried for several months to get business checks for our business account which also took us speaking with the Stone Mountain office several times and making multiple trips. Finally the last 4 months to get our business debit cards, and have someone speak with us about payroll services available is just too much. Nobody takes responsibility for getting questions answered. We were given the run around and several different numbers to follow-up with and not ONE gave us concrete information. Been with Citizens Trust for about 5 years but the last year of poor service, no customer service, no follow-up, no resolutions and dropping the ball has finally lead us to leave this financial institution. My 20 year old son has had to educate your staff several times about the importance of follow through and closing out your customer issues.

ABSOLUTE FAILURE at communicating with their customers following a well-publicized "upgrade." No way to reach them by phone, no responses to any emails, either direct or by their web portal. Look around, FB for example. Their customer base is being ignored and treated with absolute indifference. UPDATE NOV 10 2021: This bank is EXTREMELY DIFFICULT to reach by phone. Their voice greeting has been referring to “unusually high call volume” for YEARS. They have done nothing to improve. DO NOT BELIEVE “Your call is extremely important to us.” And I get NO RESPONSE at all to repeated written correspondence via their website. NONE, even though I am asking for urgent assistance with obvious fraud and unrecognized debits. This bank fails completely at communications with customers.

I haven’t received my card in the mail one month past by all I got was excuses then they said it should be coming or maybe it’s in your mail box look for a plain envelope it looks like junk mail now your really playing games as if I don’t know that and they said we already sent you out another card when you get the seconds one just cut it up a month past by I went to the drive through I told the young lady it’s been a month now she said it takes 7 to 10 business days I told her I’m closing my account she said okay I signed the slip took a picture of it the bank teller had highlighted with a yellow maker account closed it took her 15 minutes to come back to the drive through window to give me my money off course I counted my money before I drove off I learned a valuable lesson I get very happy when I’m learning yes!!! we do live and learn be happy about that never get angry or have an attitude because you loose focus take it as a learning tool and move on let those lessons make you better, wiser, and stronger

On Labor Day (today), I drove 30 minutes to this location only to discover thar that the ATM doesn't work! The machine accepts the card but does not recognize any keypad entries. This is beyond acceptable. Obviously the bank is closed on a holiday, but I have never heard of an ATM not working on a holiday!

I really tried to support this black owned establishment however I might have to pull my monies from here. I had no idea that their system was so not up dated and within the times we live today. In addition to the slow banking system it is impossible to reach anyone by phone concerning my account. It is really sad that the branches do not answer the phone and the 800 disconnects me every time I call. And I can not access my account because of their so called new system. Unfortunately I will have to pull out because of poor service all the way around.

Always friendly and helpful. Great customer service. Recently opened a business and feel confident that this is my bank.

Opened an account today at this location, and I was treated like FAMILY from the time I arrived until the time I completed my transaction. WOW, thank you so much for this experience.

WORST BANK EVER. We bank with every bank. This has been the hardest thus far in our life to get anything accomplished. The branch and bank policies are not designed for customer service. If you are thinking of using this Bank. Don't do it. Unless you have a lot of money and don't require good customer service. Service that says: hey we value you. This bank has the most outdated policies and no sympathy for their clients. It seems it may just be a matter of time before they are out of business. Customer service sucks, they are not friendly. Rules are so much compared to larger banks. This bank sucks.

Good bank friendly people try you like them been with 45 years always ready to help take account out see how you like them tell up front what you looking for just ask them