Citizens One

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.