Citizens Bank Island Pond Rd, Springfield

This one star is for one employee in particular. I came into this branch to pay off my mortgage and spoke to Sarah for her help in contacting the mortgage department and processing my payment. I waited over 2 months to hear back from her about the payoff approval, but each time I called to talk to her, she would assure me that everything was going smoothly, we were on the right track, that it would happen soon. I got tired of waiting and eventually spoke to someone else at the branch (Stephen/Steven) and he accomplished in 2 hours what it would have taken Sarah more than 2 months to do. He got my payoff approved in no time at all, and also told me that the mortgage department had no record of any other attempts to contact them about my request. So Sarah basically lied to me, made me wait months while monthly payments were still being taken out of my account, and when I went to talk to her in person on the day I paid off my mortgage, came up with excuses as to how the mortgage department put her on hold. That just tells me she was too lazy to do her job since Stephen/Steven had no problem at all. At some point she even blamed me for not calling the mortgage department myself even though nobody ever mentioned that I would have to do that Overall, Sarah was incompetent, lazy, lacked attention to detail, and provided terrible customer service. Stay away from her! We need more Stephen/Stevens in this world.

It's my bank for almost 30 years

Nice little bank, people are nice and the service is pretty quick

They wanted to charge me $7 to cash a check that belonged to their bank. They must keep that out when people sign up for accounts. Oh by the way when u write a check to someone and they come to our bank to cash it we are gonna charge them $7 to cash the check even though it’s to our bank. That’s alright for now on when the person writes me a citizen bank check I’ll charge them an extra 7 dollars and tell them to ask for it back from you. What a rip off

Great Service! Very friendly branch, they know your name and greet you every time you come in.

Nice and great , awesome and fast service 👍👍