Citizens One

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."