Citizens Bank is a solid regional choice if you want a branch network and straightforward accounts, but it is not the cheapest option and has some real limitations
Citizens Bank operates roughly 2,700 branches across the Northeast, Midwest, and Southwest, plus online banking nationwide. If you live in one of those regions and value in-person service, the bank works well. You can walk into a branch to deposit checks, dispute transactions, or talk to someone about a problem. The checking and savings accounts are standard—no unusual fees or hidden terms. But Citizens Bank charges more than many online banks for the same services, and its customer service ratings are mixed. Whether it is "good" depends on what matters to you: convenience and branches, or lower fees and higher savings rates.
Key Takeaways
- Citizens Bank has a large branch network in the Northeast, Midwest, and Southwest, making it useful if you need in-person banking.
- Monthly maintenance fees on checking accounts run $10 to $15 depending on the account type, which is higher than many online banks charge.
- Savings account interest rates are typically lower than what online-only banks offer, sometimes by 0.5% or more annually.
- Customer service complaints center on long hold times, inconsistent help at branches, and difficulty resolving disputes quickly.
- Citizens Bank works best for people who use branches regularly and want a familiar, established bank; it is less attractive if you rarely visit a branch or prioritize the lowest fees.
What Citizens Bank charges and what you get for it
Citizens Bank's main checking account, called Checking, carries a $15 monthly maintenance fee unless you meet one of several waiver conditions: direct deposit of at least $500 per month, a minimum balance of $1,500, or linking a Citizens savings or money market account. Many people hit one of these thresholds without trying, so the fee often disappears. But if you do not, you pay $15 a month—$180 a year—for a basic account.
The bank also offers eChecking, a no-fee checking account with no minimum balance, but it comes with restrictions: no debit card, no check writing, and deposits only through mobile app or ATM. It is designed for people who rarely need to write checks or swipe a card. For most people, that is too limiting.
Savings accounts at Citizens Bank earn interest, but the rates are low. As of early 2024, the standard savings account earned around 0.01% annual percentage yield (APY), while high-yield savings accounts at online banks were paying 4% to 5% APY on the same deposit. Over a year, $10,000 in a Citizens savings account would earn roughly $1, while the same money at an online bank would earn $400 to $500. That gap widens the longer you save.
When Citizens Bank makes sense for you
If you live or work near a Citizens Bank branch and use it regularly—depositing checks, withdrawing cash, or talking to a banker about a loan—the convenience is real. Some people genuinely prefer handling money in person, and Citizens Bank delivers that. The staff at branches can help you set up accounts, dispute a transaction, or discuss a mortgage without a phone call to a distant call center.
Citizens Bank also works if you want a single bank for checking, savings, and borrowing. The bank offers mortgages, auto loans, and personal loans, so you can manage everything in one place. That simplicity appeals to people who do not want to juggle multiple institutions.
The bank's fraud protection is standard: you are not liable for unauthorized transactions if you report them within a reasonable time, and the bank investigates disputes. That is true of most banks, but it is worth confirming before you open an account.
Where Citizens Bank falls short
The biggest weakness is cost. If you keep less than $1,500 in your checking account and do not have direct deposit, you pay $15 a month. If you save money at Citizens Bank instead of an online bank, you lose hundreds of dollars a year in interest. Over five years, that gap can easily exceed $2,000 on a modest savings balance.
Customer service is another problem. Citizens Bank has received complaints about long hold times—sometimes 30 minutes or more—and inconsistent help depending on which branch you visit. Some customers report that disputes take weeks to resolve, while others say the bank was quick. That unpredictability makes it hard to know what to expect when something goes wrong.
The bank also has limited ATM access outside its branch footprint. If you travel or move to a region where Citizens Bank does not operate, you may pay out-of-network ATM fees. Some banks reimburse those fees; Citizens Bank does not.
How Citizens Bank compares to other banks
| Feature | Citizens Bank | Online Banks (e.g., Marcus, Ally) | Large National Banks (e.g., Chase, Bank of America) |
|---|---|---|---|
| Monthly checking fee | $15 (waivable) | $0 | $12–$15 (waivable) |
| Savings APY | ~0.01% | 4–5% | 0.01–0.05% |
| Branch access | 2,700 branches (regional) | None | 5,000+ branches (nationwide) |
| Customer service rating | Mixed (3–3.5 stars) | Good (4–4.5 stars) | Mixed (3–3.5 stars) |
Citizens Bank sits in the middle. It has more branches than online banks but fewer than Chase or Bank of America. It charges less than some national banks but more than online-only banks. Its customer service is average—not terrible, not excellent. If you want the lowest fees and highest interest, an online bank wins. If you want the largest branch network, a national bank wins. Citizens Bank wins if you want a regional bank with decent branch coverage and are willing to pay a bit more for that convenience.
What to do before you open an account
Check whether Citizens Bank operates in your area. The bank has no branches in the West, South, or Southeast, so if you live in those regions, it is not an option. You can bank online, but you lose the main reason to choose Citizens Bank in the first place.
Calculate whether you will hit a fee waiver. If you receive direct deposit or can keep $1,500 in the account, the $15 monthly fee disappears. If neither is realistic for you, the cost adds up fast.
Compare savings rates. If you plan to save money, check what Citizens Bank is paying and compare it to online banks. The difference is usually 4% or more in the online bank's favor. Even a small savings balance grows faster elsewhere.
Read recent customer reviews on the Consumer Financial Protection Bureau (CFPB) website and independent review sites. Look for patterns in complaints—long hold times, slow dispute resolution, or branch inconsistency—rather than isolated complaints. A few bad reviews are normal; dozens of similar complaints suggest a real problem.
Frequently Asked Questions
Does Citizens Bank have good fraud protection?
Citizens Bank's fraud protection is standard: you are not liable for unauthorized transactions if you report them promptly, and the bank investigates disputes. The process typically takes 10 business days. This is not better or worse than most banks, so fraud protection alone should not drive your decision.
Can I use Citizens Bank if I do not live near a branch?
Yes, you can bank online and by phone, but you lose the main advantage of choosing Citizens Bank. If you never visit a branch, an online bank with lower fees and higher interest rates is usually a better choice.
What happens if I have a problem with my account?
You can visit a branch, call customer service, or use the mobile app to report issues. Response times vary. Some customers report quick resolution; others say disputes dragged on for weeks. There is no way to predict which experience you will have.
Is Citizens Bank FDIC insured?
Yes. Citizens Bank is a member of the Federal Deposit Insurance Corporation (FDIC), so deposits up to $250,000 per account type are protected if the bank fails. This is true of nearly all banks, so it is not a distinguishing factor.
Should I move my money to Citizens Bank or away from it?
Move to Citizens Bank if you live in its service area, use branches regularly, and do not mind paying $15 a month for checking. Move away if you rarely visit a branch, want to maximize savings interest, or live outside the bank's footprint. If you are on the fence, open a savings account at an online bank and keep your checking at Citizens Bank—that way you get branch access and better interest rates.