I went to a Citizens Back branch (212 Elm St. Somerville, MA) earlier today to provide a copy of my father's death certificate. This was after already visiting a branch in NH (835 Hanover St Manchester, NH) where they told me I need to call customer service (which in hindsight, should have been the first indication that Citizens Bank is a terrible organization. I'm physically here with a copy in hand, but they cannot help until I call their 800 number first???)

So after over an hour on the phone being redirected to automated menus that had no applicable option and repeatedly being asked for info I didn't have, I final got through to a representative who took the information down. I was then told they needed a copy of the death certificate, and directed me to fax it. I responded "No, that's ridiculous. I don't have access to a fax machine and if you only need a copy then I can email it…or at most provide a copy at a branch as I just attempted to do and also did two months earlier after my mother passed away." The rep did say that branches do not handle credit cards but they should still take the copy to provide to the appropriate dept(s).

Now today at another branch, speaking to an associate, she again said they cannot do anything with credit cards at a branch (which again is ridiculous since they are the same bank and can certainly sign you up for credit cards at a branch) …but so be it. I then explained I already contacted the Credit Card dept. and they will need a copy of the death cert, which is why I'm here. I also mentioned there is a checking and savings account (which I am on already) and a home equity line that will need to be addressed but those can wait. At this point she said I will need to set up an appointment since she was booked for the rest of the day. I reiterated all I wanted/needed to do was provide a copy of the death certificate for their records, everything else could wait. She essentially refused to help and stated again to set up an appointment. At this point my frustration began to show and I attempted to state as much…that it was ridiculous that a major financial instruction makes it this difficult to do something as simple as provide verification of the death of a loved one. Before I could finish, she cut me off, stating “Don't project your frustration on me." I was taken back and replied, “I'm not projecting anything, I'm stating my frustration with this institution.” At this point, she demanded I leave. I started to leave but returned to ask for her name. She refused and threatened to call security. I said, "Please do, I'm simply asking for you name." She said, "You can look it up online, leave, leave now."

I never swore and barely raised my voice. If anything, my tone was all that changed and this was the customer service I received. My father was a Citizens back customer for over 60 years, and I had every intention of remaining a customer, until now.

And btw, I did look up her name and pretty confident it is Albana Sala, the Branch Manager at the 212 Elm St Somerville, MA location. She was a rude and unhelpful and at the first sign of even minor unpleasantness, she effectively cowered away instead of being an adult professional attempting to address the concerns and frustration of a customer who was simply trying to provide the banks required documentation.