I had my auto loan with Citizens for the past 5 years. Their online loan pay system is pretty bad, reminiscent of something from the early days of the internet, not something you would expect from a relatively large bank. Because of that, I liked to manually schedule my loan payment every month rather than use auto pay. I had already scheduled my payment for a future date, to be paid a day before the due date. In between scheduling my payment and the actual payment, I traded my vehicle. That was on a Sunday. It's not possible to cancel the payment online (reference above, very outdated system), so, Monday morning I called and asked to cancel my payment. Seemed as though everything was ok, I was given a cancellation transaction number. Three days later I received an email saying that my payment had been processed. I called again, the girl I spoke to this time said that it looked like the payment should have been canceled, so maybe the email was just an automated mistake. Checked my accounts the next morning, sure enough, it did go through. I called again, at least now on the third try, I got someone seemingly somewhat competent. She informed me that it wasn't actually ever canceled, the first guy just put a note in my account that I wanted it canceled, which means that both of the first two people I spoke to were wholly incompetent. Third girl now says though that I'll have to wait for Citizens to receive and process the payoff from the dealer and then I'll be sent a check for the overage. That could take 7-10 days just to process the payoff once they receive it then however much longer to process the check then wait for it to actually get to me. Lastly, for the entire time that I had my loan with them, nobody could figure out how to correct the spelling of my name. There was a 'c' where there should have been an 'e'. So, I will have to wait and find out if the note that the last girl put in my account about the spelling of my name actually makes it onto the paper check they're going to send me, and if not, if I can actually cash it. All in all, with a lacking online banking system (which necessarily must make one question the security as well) and incompetent customer service, there are most definitely better options out there in today's age. I cannot stress enough that I would absolutely not recommend doing business with Citizens when there are plenty of other much much better options available.