Citizens One

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.

None of my payments for the last year were applied correctly. I have autopay set up on my home loan since Aug 2019. I got a notice in the mail that I am behind on my payments. Turns out, 100% of my payment was being applied to my escrow or interest. I have paid a hefty $2 towards my principal in 1 year?!?! WTF! I get automated messages from their collections department, I try to return the call and no one ever answers after being on hold for 2 hrs. I tried scheduling a call back and they never called me back.

Misapplied extra principal payments. We have asked the Department of Justice to look into the business practices of Citizens One Home Loans. The reason is that we earmarked very clearly how extra principal payments should be applied and Citizens applied it how they wanted, and to their advantage. It took hours on the phone with them trying to clear this up. We wonder if other Citizens One customers are not catching the devious actions of Citizens One and losing tons of money. If Citizens is doing this to thousands of customers, Citizens is making millions of dollars illegally.

Unethical, dishonest company. I pay down my mortgage with additional principal payments. I send check where the coupon and statement say to send. I carefully document my payment. They misapply my payment to interest EVERY TIME.

Sold to them by Franklin American about 3 months ago. I set up auto-draft immediately and this month on the 13th received a statement showing where the computer never processed the payment and they had loan mitigation information posted on the bottom. This is the only thing I have ever paid late and immediately jumped online to make a one-time draft payment, well 3 business days later that payment still has not been processed. I try to call and the only option I get is credit counseling department and there is a 2 hour hold time. I only get through to one person and she hangs up on me almost right after she answered. This is a nightmare.

Unfortunately, many of us whose mortgages are held by this criminal entity never chose to have a relationship with them, as our mortgages were "sold" to them by Franklin American without consultation or notice. Nonetheless, even a predatory agency like Citizens One should at least have a functional web site and/or answer the phone. Add my name to the list of complainants and negative reviewers who have endured hold-times of in excess of 2 hours before being disconnected. One reviewer here wondered aloud why there hasn't been a class action lawsuit against Citizens One. Whether or not my own grievances with them may be legally actionable, if ever there IS a class action suit, I'll gladly support it in whatever way I can. In the meantime, I have filed complaints with my state's Attorney General, the Better Business Bureau, and the Attornies General in both Connecticut and Rhode Island.