I 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.

Would like to preface this with the fact I’ve never had a negative experience with Citizens Bank employees. Every time I’ve had to speak with a representative over the phone or go in person to one of the branches, they’ve been incredibly helpful and wonderful. But god, the app for this bank is just so horrible. I can’t even think of a worse app I have on my phone but I can’t really get rid of it since it’s integral to my bank account’s functions. 90% of the time I can’t log in, and it attempts and fails so many times that it ends up locking my account and I have to go through a verification process on my PC, just to do something as simple as check my balance. On the few times I need to actually do something, it’s so miserable I have just primarily started using a different bank since their apps work better. Trying to move money between accounts causes the app to refresh and log me out, which then reverts back to my first issue. Zelle just simply doesn’t work, and having to pay my rent via Zelle is an hour long process because the app won’t accept my request to pay the amount, then refreshes, logs me out and sometimes forces me to do the verification process on my PC, which isn’t always accessible. Please just fix the app, I don’t understand why this sort of thing is so complicated for this company. I have zero issues with the Venmo, PayPal, CashApp or Bank of America app.

More than half the time I use the Mobil app, it’s not working. So I call and enter my numbers. “We seem to be having difficulties” mean there is actually no way to check my account until they get it running again. Idk how in this many years as a bank you can have a functioning app or phone service. I’ve had this bank for more than 10 years and I’m just so embarrassed to use these guys at all. I use to keep this bank just because I didn’t want to go through hassle of switching to my other bank but man good riddance. Absolutely awful service all 10+ years. Shameful example of a business and I genuinely hope it fails someday so it can’t treat people like this anymore. I wish I had enough influence to shut this dumpster fire down for good but a 1 star is all I can do for now. Please save yourself the frustration and confusion on how they’re still in business and just use a different bank. ANY OTHER BANK actually. Giving a toddler your life savings would be less inconvenient and stressful… citizens bank is truly a joke.

These 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.