Citizens One Reviews

My mother has had a home loan with this company since 1999. Our experience with their customer interface has been going downhill for years, and now, she can barely get anyone on the phone without lengthy wait times (20+ minutes). I imagine one customer service rep sitting in a room at a folding table, handling all of the company’s calls. That’s how ludicrous it’s been. Probably the most unprofessional financial institution we’ve ever been forced to deal with. At one point, she had fallen behind on her payments (due to an acute medical situation), but was no more than 2 months behind. The company actually sent a man to our front door with an envelope that someone had scrawled CONFIDENTIAL on, banging on the door like they were the police.

I tried to access my Citizens One pay account with the account number emailed to me. I was unsuccessful in registering with the new account number, nor could I access my old account with my user id and password. I called to get account access help. The person that answered the phone was initially cordial but became impatient with my questions. In the end, she reset my old account and I was able to access the old account so that I could then add the new account. Fine. I hung up and tried adding the new account. I could not access the new account.

First of all, you better plan on the entire day if you need to speak with someone there! EVERY TIME I called I was on the phone for over an hour! I sat on hold with them one time for 96 minutes! There is absolutely no communication or documentation. They are SUPER unprofessional! The "customer service" department consist of not one person that is willing to help or even attempt to resolve an issue! We paid our vehicle off and they sent the check back to me and said the account was closed.... resent the check back to them and after 2 weeks the check was lost! Tracking number said it was delivered and signed for and it wasn't until I threatened them with legal action, then... mysteriously the check appeared! Awful is putting it nicely to describe the customer service with this institution!!!

Updated on 3/15/2022: Unable to close the account due customer service is unavailable for long hours. Reached the overdraft when I never enrolled in overdraft protection. The manager fixed the issue and rebates the overdraft but never closed my account. The Capital one took 120 dollars by transfer and I returned it to Citizens One bank. I got charge two late fee and now I’m stuck again unable to close the account. The late keeps adding on my account. I’m not in New Jersey and I’m not New York. I live in Lawrence, Kansas. ALL I WANT IS TO CLOSE THIS DAMN ACCOUNT. I have talk to bank employee in Clifton Park, NY and sent my Uncle to close this bank account/pay the balance. CITIZENS ONE BANK HAVEN'T CLOSED MY BANK ACCOUNT UNTIL NOW. Stay away from them.

I was on the phone for more than 1 hour just to make a online account since online site couldn't find my social or account number... and the rep suddenly place me on a hold and hunger up... no return calls.. So I called back and I was on waiting for 48 minutes... Finally got to the rep and talked for 2 minutes and it got hung up again... No return calls.. Worse of worse... This company should be vanished.. I make 68 dollers a hour... Do they pay me back for my time??? They charge you if you're late on fees but do they pay you back for wasting my time for the worse customer service I ever received???

My original loan was sold to this company. On July 5, 2021 I was told I was pre-approved for refinance. I was told 60-90 days. When that date became close and I asked questions, I was told that it was 60-90 BUSINESS days (unheard of). 90 business days comes and goes, given a ton of excuses. As of 12/21/21, more excuses. I’ve been preapproved and approved and nothing. I spent the money on an appraisal. I have a great job and income just a horrific mortgage provider. Avoid this place at all cost!

The customer service is VERY shady. Is this even a real company? They play games and pass you off to dead end phone numbers and fake managers. I don't understand how they are still in business. I still have no resolution to my issue with them and it's because I can never get a person who knows what they are doing.

They been charging me $350-$550 yearly for shortage on my escrow and can't explain it, when you ask to speak to a manager they say no, happened numerous times,. When I did finally got a manager on the phone he said he was in a meeting and apologized but never answered my question and disconnected me, they overcharge you money on escrow and refuse to explain, keep transferring you to differing you to different people that can't explain. Yet We are out $1000 dollars in two years. My home is worth 170% more than when I purchased and they refuse to take off home owners insurance. With 185,000 equity on a 250,000 house. They are always rude and not knowledgeable. Definitely am refinancing, run from them, they are horrible, I have been disappointed since my bank sold my loan to them.

I had no choice but to go with this company as my local lender sold my mortgage. I get it. That's what they do. BUT OMG. This company is useless. I have been calling since December 2020 to have my loan modified. It's now July 29 and I am STILL waiting. I have called every week for the last 7 months and get told something different every single time. My account has been "escalated" 3 times in the last month and STILL no phone call, no follow up, no email, NOTHING. I can't even refinance because of the status they have put my account in while we wait for an answer. I'm absolutely trapped and it's completely their fault for being incompetent. Seven months I've been waiting for an answer! It's absurd.

My auto loan was sold to Citizens One and after the issues I'm having with them I'm looking into switching loan companies. I've been making auto draft payments from my bank account for the past 3 years and suddenly my bank account information was no longer in their system and my auto payment didn't go through. I was then sent a letter that unbeknownst to me I was incurring late charges. Their online system wouldn't allow me to sign up for auto draft payments and said the account was uneligible, even though it had been eligible for years.

So I got this loan a year ago in August as we got Vivint security systems and this place is a joke! I paid my loan off two days before my auto pay was suppose to come out on 6.12.2021. I paid the left over amount on 6.10.21. They told me that my regular payment couldn't be stopped and that it was to close as it was auto payment in two days. I was fine with that. Then they told me that I would receive a paper in email stating, "Good job. Your loan was paid off." Then they decided to just have my pay on the 6.10.21 be my month payment even though that was not my discussion and they record the lines. So this is a joke.

We have a loan w/ Citizens One that in my experience is about as predatory as a loan can get. Statements usually arrive about 10 days after the statement date, which gives you about a 5 day window to get the check to them. Late charge revenue is the goal with these derps and they are pretty good at generating it, I imagine. This is a garbage loan to get yourself into and if at all possible, look to work with your local banks or another lending source if you are told the "good people" at Citizens One want to handle your loan.

I had a situation where I applied for credit through Walmart partnership with Citizens ONE. I was fully approved but was unable to complete the purchase as it kept getting flagged as fraudulent. Essentially there was no way to complete the transaction and they ran my credit under false pretense. I was guaranteed a product if I was to be approved for financing. I was approved and unable to purchase the intended product. When I called in for assistance I could not believe that I was actually talking to an employee of Citizens ONE. They were completely useless, rude, insulting and utterly disinterested.

This bank is the most unscrupulous mortgage company I have ever dealt with. The customer services agents are probably not in the United States, and really don't care about resolving any issues. I signed up for the covid forbearance program for 90 days, and for the past 6 months they have refused to remove me from the program. I have called several times to have my account taken off forbearance with no success. I have made several payments on time for the past 3 months and spoken to at least 20 agents requesting my account be returned back to normal, with no success. The 3 payments I have made has not been applied to my account, and I just received a alert from my credit monitoring bureau stating my mortgage balance has increased. How does one's mortgage principal increase when I'm in forbearance?

If you want to refinance your home I definitely would not recommend Citizens One! We started our refinancing with them in October 2020 because we have our current mortgage with them. It was February 2021 and we still did not have a closing date. First they came back and told us we needed another heat source so we put a mini split in then they came back and told us that wasn’t good enough. That we need an electric baseboard.

Sadly Citizen's One in RI. Has been a disaster. Home Equity Loan paid every month since '08. Citizens attempts to change the date of payment. Bank employee initiated an unauthorized advance to my a/c.

Citizens One did not pay my property taxes. After reaching out to them, sending the tax bill 2 times and sending a letter to the president of home loans, I finally had to go and pay the taxes myself. They sent an escrow refund and assigned a customer advocate. She does not answer the phone or return calls. Customer service can't help. Now I'm afraid I will have the same experience with my insurance due in April. I'm requesting cancellation of my escrow which I was told today would take 3 months. This is the worse experience that I've ever had with a mortgage company. They bought my loan. I didn't choose them. I don't know how they continue in business. All experiences seem to be about the same. It seems like this should be a RESPA violation. I will be looking into it.

This bank is the most unscrupulous mortgage company I have ever dealt with. The customer services agents are probably not in the united states, and really don't care about resolving any issues. I signed up for the covid forbearance program for 90 days, and for the past 6 months they have refused to remove me from the program. I have called several times to have my account taking of forbearance with no success. I have made several payments on time for the past 4 months and spoken to at least 6 agents requesting my account be returned back to normal, with no success. The 4 payments I have made has not been applied to my account, and I just received a alert from my credit monitoring bureau stating my mortgage balance has increased. How does ones mortgage principal increase when I'm in forbearance?

I have reached out to Citizens One regarding a recent November 2020 refinance of my mortgage. My Citizens One pay-off was sent and processed by Citizens one but they did not close my account. They kept billing me for Escrow payments for two months which I did not pay. This lack of payment resulted in Citizens One posting 30 day and 60 day late payment with the credit reporting agencies. As of January 20, 2021, my credit report is showing 60 day late pay on my 'closed mortgage' account. Unable to get resolution from Jamille B. in customer support. Impossible to get someone at this company to resolve issue... Next action is a formal complaint with NC consumer protection agency.

Over the period of 6 or more months, I have been working to change information pertaining to my mortgage. Forms were requested to be sent in, which were received. Every phone call to check on the status of the account lead to “requiring additional documents” in order to complete this process. Now the company is claiming to no longer have a form I’ve previously sent in. Issue is dragging out and is still unresolved. The company is NOT organized and have ZERO compassion in resolving the issue.

WORST LENDER I have ever encountered. I wish I could leave ZERO stars. Not only did your representative laugh at me on the phone after hearing me cry because you have put me through absolute hell, but you’re also going to destroy my credit over your mistake! You put my September and October payments in a suspension account and then lost my payment for November (saying it had been returned when it hasn’t). Now I’m in collections over your mistake. All of your representatives are rude and incompetent. I’ve filed a complaint through RI Attorney General, the BBB, and the FBI Mortgage Fraud department. You’re not going to steal my money without a fight, I’m refinancing ASAP. Your company is nothing but FRAUD. How is there not a civil lawsuit against this company?

If I could give Citizen's one a negative star they would have it. They have screwed up my refinance on more than one occasion. Trying to get their second ridiculous mistake corrected and all I get is hung up on and out on a several day call back waiting list. If you value accuracy and integrity especially when it comes to something as important as buying a home or refinancing you have been warned. This company is trash and place your trust in a more reputable company.

Purchased my loan from a local mortgage company. Customer service is absolutely garbage as well. Seems they have almost nobody working there. Stay away from them, not good to do business with. I refinanced, still took money from my account and then didn't give it all back after my attempts to get a hold of anybody. Me and my new company are baffled, so just take the experience from me. They say they'll try to get back to you 3 times if they miss you, they don't. Good luck if these guys have your mortgage. 1 star is too much.

I refinanced my home and the company who refinanced sold my mortgage to Citizens One. Then my first payment to the old company lost for two months and finally found and applied but the extra money that I intended to pay into the principal was applied to the escrow. I tried to request the extra money to be applied to the principal but citizens one is not willing to do it. I don't know where to complain. They always say okay but they are not actually willing to do it.

Had a billing issue and attempted to contact customer service to correct. Six calls over 6 weeks to a call center apparently off-shore as all calls were handled by English speaking second language representatives. All they could do is state what the computer showed and offered no help. They put payments in "suspension" and did not apply to the account. Then they report to credit bureau as past due causing my credit score to drop. Then they add numerous late charges. This was a home loan that they purchased from another lender. A one star rating is too high.

Horrible experience with the auto loan. We paid on time for a few months, then decided to just pay it off in full. After we did that we stopped receiving bills in the mail for two months until a late notice arrived for $15. We called, and they said to not worry about it, they would remove the $15 from the account and we would be considered paid in full. Four months later, and ZERO more bills or notices in the mail, credit score drops again because the $15 bill is still on the account. We call them again and they "Don't know how that could have happened."

I have excellent credit; have purchased multiple rentals in just the last 20 years and have Never had an issue until Citizens One acquired Franklin several months ago. I always pay more than the minimum - usually double. And I always pay early. See pic of my loan activity attached - proof of what I'm sharing here. When Citizens One took over this particular mortgage, they immediately took my first payment and treated it as if it was two monthly payments - charging double interest and escrow. When I realized this - I reached out to them by phone and after multiple long waits on hold gave up and contacted them via their secure messaging. After a week they got back to me and corrected it.

Citizens One has been one of the worse companies I have ever dealt with from the beginning. Drew ** forgot to lock my rate in and it went downhill from there. Now, they did not pay my wind insurance and after repeated calls from myself and insurance agent, they have charged me for 2019 for insurance I never had! I have been calling and requesting to speak to a Supervisor for over 2 months now. No calls back. My flood insurance is no longer necessary but I have not received a refund. The amounts do not add up and I seriously question this company and their practices. My goal now is to contact as many regulatory companies I can. Also, the BBB.

Have called 10-12 times in the past several months to correct an escrow account, talked to an extremely rude representative, talked to no one most of the time. Would love to refinance just to get away from this awful company, but it's not a good financial move, even with the low interest right now, closing costs would wipe out any savings from it. They say they will call back--in 3 days!!

I have spent over six hours the past three days trying to resolve this situation. My homeowners insurance told me that my policy would be canceled this week for non-payment of the renewal premium. They did not receive this from my escrow account. When I've tried to call the customer service number, I cannot get answers nor talk to a real person. After three days, I was finally able to schedule a call back for today between 4:00 pm to 6:00 pm. I actually received a call from someone at 7:35 pm. I was so happy to finally be able to talk to a real person from Citizens. However, all he did was give me a different phone number to call for Citizens Insurance Dept. This is the same phone number that I received from my branch manager of Citizens that I have tried to call many times without ever being able to reach a real person.

Assessed late fees to COVID impacted borrowers, even when borrowers declared impacted under “CARES Act” (H.R. 748), 27 March 2020 LAW. They removed the late fee when that had been received but it's not been returned or credited towards Principal (Just Lost). This probably adds up to millions of dollars across the board.

Please avoid this company like the plague, unless you enjoy a total lack of resolution for any problems, big or small. Citizens One has made every difficult situation even more difficult over the past ten years. They were fully unhelpful and even rude as I tried to refinance my mortgage with them after a divorce, they continued to hold a lien on my property for a home equity loan that should have been released after my former husband's bankruptcy, thus preventing me from refinancing elsewhere, and last month a giant tree fell on my house doing over $30,000 in damages (more than what is owed on the mortgage) and their "processing" time has brought the claim to a screeching halt. The sizable claim required that the insurance check and a variety of documents be submitted to them and they would disburse my funds back to me.

We had refinanced our mortgage and it was originally with another company but was quickly sold to Citizens One Bank. Every time a payment was made the bank would use it to pay mostly interest and very little principal or escrow. They contacted us to say they would be raising our payment by 300 to cover escrow. When all along they had plenty from our payments as we always made a double payment each month. A couple months after them raising the payment to 1694 they sent a letter stating that escrow was still way behind so they needed 4765 plus raise the payment to 2000 a month to cover! Our taxes had not got up 1 time since we purchased the home. But this bank keeps demanding more money when in fact they have plenty but keep putting our payments into interest...

Overheard my wife in the living room trying to get some basic information from KATRINA through the Citizens One customer service department. Every question she asked Katrina if that's even her real name could not answer and not only could she not answer the questions she was very rude about it. So after getting absolutely nowhere being put on hold multiple times and getting the same idk response and being on the phone for a hour and a half my wife ask to speak to a supervisor. Then KATRINA says, "They're busy but you can talk to me." My wife replies, "No thanks. Not only are you rude you can't provide me with basic information that I've been asking you."

Never happened before, but on May statement, Citizens One misapplied extra principal payment to pay for the following month's balance. Wrote specifically the amount to be applied to extra PP - ignored.

I cannot stand Citizens One Home Loans. I've never missed a mortgage payment with them but they still call on the 16th of each month for the payment. For having never missed a payment it's frustrating to get that call knowing I'm going to pay it on time and not be late. I'm switching mortgage companies.

They have hidden fees. I asked for a relief to my payment last month and they said yes but the interest will remain. I am paying $340.47 every month and the interest that they did not waive was $199, so the interest was higher than the principal. This credit agency is so greedy and they don't care if you are affected by any circumstances. Please do not ask any help from them.

I have called them at least weekly. Everyone tells me something different. Want to give them deed in lieu of foreclosure. They will not send the necessary paperwork! This is the first time I have ever negatively reviewed anyone. As other reviews say RUN from this place. Terrible customer service. They don't even deserve a one star. Would love to get a contact person for my attorney to call. Train your people better. Don't lie.

I'm so angry. These people took over my mortgage and now I have to deal with them. Customer service = No one to help you one the phone. System will put you on hold for hours and no will connect. System will call you about your late payments but won't let you talk to rep. It's like being caught in a dark pit of hellish customer service. I'm a vet trying to talk to these people about my mortgage and it's like they have one phone line run by dead monkeys. I'm so angry I wish nothing but the worst upon this company.

A couple of months ago Franklin American sold my mortgage to Citizens One, I was very disappointed because I have had experience with this bank before, not good. I'm self-employed and as everyone impacted by Covid-19. I contacted Citizens One and their forbearance plan consisted of 90 days and after the end all delayed contractual payments are due on your next payment date. You've got to be kidding me? If you don't have money to pay the mortgage payments in the first place how do you come up with 4 payments on the next payment due date? I asked if we were being recorded? The woman said yes and I told them their plan sucked. Obviously they care more about their stockholders than their customers. I reported them to THE CONSUMER FINANCIAL PROTECTION BUREAU and as soon as I'm able I'm refinancing.