Citizens Trust Bank — Local services in Atlanta

If I could give negative stars I did. My mother past away Aug 1, 2021. This branch on MLK has been giving me the run around for over 2 months to withdraw money from her acct. I'm not a beneficiary on her acct but I'm her only child. The branch manager, Tonya Bradshaw, advised me on my second visit once any FERS pymt not due my mother were returned I can come back, fill out a form and close the acct bc the funds are within a certain amount. I verified w FERS one pymt had been returned and all other money was hers. I go there today and speak w Oshanda who says I have to wait until Tues of next week to talk to Ms. Bradshaw regarding the form bc the only way she herself knows how to close the acct is for me to go to court and file docs to be executive of my mom's estate, have her death certificate and my id. Maam, that's not what I was told. Why do I have to file papers when your manager said they have a form in house i can fill out?! Incompetence is all I can say and when you call a branch you're holding forever and the phone eventually disconnects. I worked at a bank and we had a form as well. Its less than $1300. And this branch has no compassion. No let me see how I can help you. Nothing but come back for more tail chasing! Ridiculous! I wld never have a banking relationship w...

After 5 years, I will be closing my account. I advocate for Black businesses and understand certain policies and procedures, but I will not support or be a part of something that does not value me.

I called regarding why a transaction was not available in the drive,thru, but only in the lobby. I had previously had the same transaction processed through the drive-thru. The lobby was now closed.

While I understand employees do not have the authority to override policies and procedures, customer service still should have been given.

There was not any attempt in the drive-thru or the customer service by phone to help resolve my issue. I was never asked my name or any information regarding my account. I felt like "another number" The drive-thru teller did not have a pleasant demeanor.

It appeared that it was too late in the day and everyone had already clocked out for the holiday tomorrow.

I will take my money where they value me and allow me access to my money, whether it is...

Today 10/27/2025, I visited the MLK branch this afternoon. I'm a long-time loyal client of CTB. If I'm in the area, I'll stop in to do my banking; otherwise, I'll go to the Cascade location, where the bankers are friendly and happy to take care of my banking needs. The poor banking experience is not a one-time experience; it's every time I bank at the MKL location. I'm never greeted, and I'm never told "thank you" or "thank you for your business." It's like I'm an inconvenience banking at this location. When I wait in line for a long period of time and am not told "we'll be right with you" or "I apologize for your wait," and then I see another client being greeted and told "thank you" after their transaction, it's clear that it's a personal choice by the female banker who helped both the other client and myself. This poor and rude experience should be unacceptable. I hope this review helps to improve client experiences and...