Citizens One

It is now July 30th and after several more calls to the case manager with NO return call, I proceed to put the check in our bank account. After all, I'm now several days past due! When I get off work I call the regular customer service rep and the automated account info says the next payment isn't due until August. WTH?!?! So I wait on hold...again!!! The help desk rep says, "Yeah, looks like they went ahead and just credited the extra payment toward the month of July and stopped payment on the check." So now that damn check is going to the returned, funds deducted and a penalty on our account. Words can NOT express how much I loathe this company. They are worse than freaking Comcast!! That's a hard level to beat, but CONGRATSU**LATIONS Citizens One, ya did it!! I'm refinancing so I never have to deal with these lying idiots again!

Called customer service again on the phone and now they tell me that it is still under investigation and no time frame to when it will be resolved. Again, customer service stated that there is no record of the previous conversation that it was over and done. This company and / or the people are simply incompetent or, doing this on purpose for their own gain. So now, I find that I have to pay this company this August hoping they won't lose my payment again. I am going to purchase a phone call recorder now so I can record all of their phone calls since they don't have the technology, skill set or competence to manage that system. Not to mention performing their most basic function. Cashing a payment check; without knowing where they put the money!!

My husband and I called 2 times in late May and early June, the first call on hold for over 45 minutes and the second not quite as long. Still no one seemed to know what the status of the loan was or if payment was coming but they insisted they had sent the LOG. The insurance company tried to get the LOG again on 6-13. Still nothing came. I called again on 6-14 and after the obligatory hold time representative number three directed me to the total loss department! Where they had been all of this time is a mystery to all since neither the insurance company nor I had ever spoken to this department as we were unaware it existed.

I informed the woman there of the issues we had been having and told her that my Insurance company was done trying to contact them and that she needed to call them since they actually answer their phones. She placed the call and corresponded with an adjuster via email and the LOG was finally given to the insurance company. The check was mailed 6-17. All the while we are getting bills for a car payment for a car that we know is totaled, the insurance company knows is totaled, and Citizens knows is totaled and has known since 5-21. Their suggestion is to just keep making car payments until it is all settled. No thank you, I am not "lending" them my money until they figure it all out as the incompetence is theirs and theirs alone. We also have GAP insurance through them, we have yet to begin what I am sure will be another debacle once that comes into play.

We are now at 7-8-19. The automated system stills shows a balance on the loan of over $15,000. No credit for the $13,000+ check. I called my insurance company today to see if the check had cleared their bank. NOTHING. The insurance company called Citizens back since the check was sent three weeks ago (I gave her the number to the total loss dept.) and had still not been processed.

After lots of confusion and head scratching at Citizens and being put on hold, and having to call the insurance company back they still have no answer. They cannot find the check. They are currently on a scavenger hunt of sorts and will call her back tomorrow with, hopefully, an answer. In the meantime Citizens is still thinking I should just keep making car payments as usual. We are 7 weeks in, still no end in sight. The insurance company will put stop payment on the check tomorrow if it can't be located. The next will go certified, return receipt, although I am not sure that will help these people. They couldn't get out of their own way if their life was in danger. AVOID.

STAY AWAY FROM THIS FINANCING PARASITE. Even if another company offers you a higher interest. This people have tarnish my credit and after spending dozens of hours in the phone with countless number of inept and unwilling to help unprofessional **, they still refuse to fix my credit report. I didn't even asked for a refund for the 36 months of fraudulent charges, just to remove it from my credit file and they refused. I don't have the time nor the energy for litigation with these squad of crooks. All I can do is make people aware of these crooks practices. The BBB is aware and every other monitoring agency, but like they told me, THERE Nothing they CAN DO.

At that time I told him if he didn't lower to the 4.25% I would close on the loan and simply refinance when we relocated to the new home in another state. When I inquired, the local bank in our new state of Louisiana had given me a 4.00% rate, so I went with them. We started the process when we settled in and promptly we got a call from the broker very upset that we were refinancing, saying he was going to lose his commission. When I reminded him of our conversation he grumbled and hung up.

So...fast forward to the new closing. We closed the refi on the 7th of June. The payoff was good through the 14th of June so on the 12th the title company over-nighted the payoff check which we have proof they received on the 13th at 9:06am. However they did not post the payment until the 17th, the same day they debited my account for $3k for the June payment although they had the payoff in hand. When I called demanding my mortgage payment back, they told me they had 21 days to credit my account and since the payment didn't post until the 17th I owed three days more of interest since the payoff was good through the 14th.

When I pushed back and asked for a supervisor, of course none were available so I was promised a callback. And of course no one called back. One week later, I called again, explained the entire process again and was told once more they had 21 days. I again asked for a supervisor and none got on the line, but the rep said the supervisor was going to another department to see if they could help me. So now I wait 15 minutes on hold and was finally told they had to wait until 10 days so they could not refund my mortgage until the afternoon of the 28th. Keep in mind they still owe me about $2500 in escrow money they are still keeping until the 21st day as their policy states. Horrible company whit whom to work. Stay away from these guys.

We had an associate assigned to our account that left us monthly voice mails.... period. We had 1 contact during the initial setup but never spoke with our primary contact during the entire 6 months, even after leaving countless messages and scheduling callbacks: this never occurred, she never returned calls and she never call backed with our scheduled calls. When I reached out to different associates, I would most often get different answers to many questions I had. I actually went to the bank for assistance and even the bank had difficulty reaching staff on the "back line." It was against my better judgment to go through this process to begin with but it is now complete and we have no guidance towards resolving this situation.

I reached out to other associates who stated that I needed to email certain documents to a particular email group. After following up several times it seems "no one has received any of our emails. These were sent over 6 times with the email verified as well. This has been the worse and most stressful experience that I have dealt with, nevermind dealing with the health issues that drove us to complete this forbearance AND we still have not gotten anywhere with the lowering of our mortgage payment. I have been in customer service for years and I have to say this was absolutely THE worst experience I have had.

And although I probably should have assumed this, I did not realize that my credit would have been affected by this process as I had a flawless record. I do not recommend this company to anyone. Everything in today's world is online and voice messages and you are unable to speak to an actual person who knows their job, but this has been by far the worst I have seen. The time wasted on attempting to reach a qualified person was painful. Sign a frustrated middle class worker.