Megan sent a message to Saun Bruce W Van – Chief Executive Officer, Citizens Bank RBS Citizens – Email Address that said:
Dear Mr. Van Saun
I wanted to express my disappointment in my conversation with customer service today and the lack of customer loyalty.
My husband and I have banked with Citizens for over 25 years.
Due to a mathematical error, on my part, I caused an over draft to my account on 2 bills. A $70 charge was given to me due to this ($35 each).
I had always been under the impression I had over draft protection. Not so I could intentionally over spend but for such case an over sight happened.
I first spoke with Angel who explained over draft was just on my debit card. Also, he could credit me for 1 of the over draft fees.
He passed me to a "supervisor" to help me as I felt both should be removed. After waiting 10 minutes for a supervisor, Tom W., I was told again only 1 draft could be waived. I again explained my history and loyalty to Citizens Bank. My husband and I have a savings, checking, and money market account plus my 5 year old has a savings account. I told him it seems silly that he couldn't waive the fee for a customer of 25+ years with good solid credit and would risk losing a customer over $70.
He said again he could just waive that 1 fee and if I needed to change banks that was my decision.
Such a shame in a world with so many options to make a customer feel so unvalued.
Either they truly have no power to make a decision to retain a customer or just dont care. Being from RI I was proud to support my local bank. I no longer feel this way and will look to do banking else where.
Hope you can evaluate your policy and don't lose other customers over a $70 fee.
It isn't about the $70 as much as the way I no longer feel I matter to your business.
Thank you for time.
Megan
