Citizens One Reviews

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.

I have a mortgage with Citizens since 10/2017, I paid by auto-draft on time always. This company will not even offer 1 payment deferral during crisis. My primary residence is with Navy Federal and with no hassle they gave us 3 months deferred payments!! I will always bank with big banks from this point forward, cheesy banks are just that... cheesy. I will be refinancing that house with Navy very soon and getting a better APR in the way.

I have an auto loan at Citizens One and I need to call to negotiate financing in the face of this pandemic crisis and I have already called other days and they do not answer. This is the worst bank to make contact, I am already more than an hour in hold today. They have no other option to contact on the website. no chat and no email to contact. this is very STUPID BANK.

We've tried working with them, they refuse to move on anything unless you submit 20 pages of paperwork that you have to fax in! THEN they will evaluate your situation. Meanwhile, they are still charging me a late fee on my mortgage, and will not let me pay it in 2 payments since we've been put on reduced hours, this company needs to be reported for their terrible business ethics!

There should be some (minus star) negative rating, even I don't want to give them single star! Unfortunately I have a Auto Mortgage with Citizen One. Because of recently evolving COVID-19, I called on 24th March talked with a representative and finally settled down and extended for 3 months ( Mar-May) mortgage payment. But right after that, they took their payment as it was auto payment. From then I called and spoke with different representative regarding that matter several times. They didn't give me any proper answer even one of representative today transferred my call to someone and I have been waiting more than 1 hour and call dropped. I have my all call records.

As others have stated, my home loan was recently sold to Citizens One by Franklin Financial. We rarely check our mail and started getting recorded phone calls from Citizens One to call them at a certain number. Then we start getting passed due notices in the mail for 2 months but the first month was paid to Franklin and the next month wasn't due until the 15th. We have attempted to call Citizens One about a dozen times and the recording says high call volumes and no one ever picks up. We have sat on hold for over an hour at least 6 times. What prompted me to write this review is as I type this, we currently have 3 phones all on hold with Citizens One and all for over an hour, and 2 for 1.5 hours so far. Wife' cell, my cell, and our landline. This is a joke and Citizens One is a joke.

Run from Citizens One! Worst mortgage lender in the country! Scary. Not even accredited. Reviews online are atrocious. They offer NO help during Coronavirus crisis! Every credible mortgage lender in the country is deferring mortgages. Not this greedy, inhumane lender.

A lot of us don't have control on who buys our mortgages, but I would certainly stay away from this company if at all possible. With the current Covid 19 pandemic in this country, many lenders are offering deferral. This company's "share holders," are not offering any such assistance during this crisis, nor are anticipating doing so. They are offering to not report any late payments to credit agencies as well as a possible forbearance for 3 months. If I cannot make my next monthly mortgage payment now, why would they think that I can make up 3 months worth of payments in 3 months after not working that time? They suggest to then talk to a "specialist," who would then discuss other options that I assume would be an additional loan, burying their customers further in debt. This feels extremely predatorial. I don't know what else to say. They should be ashamed of themselves!

Updated on 03/23/2020: On 19Mar20, I submitted a review on Citizens One Home Loans Co. Later on that same day, I was finally contacted via phone call by a Cit/One Representative and was assisted with accessing their Website to to register my mortgage loan account that had been sold to them by Franklin American Mortgage. Hopefully, business will be non-problematic. My rating has been moved from 1 to 2 stars.

Affected by Coronavirus - schools and daycares. We have our schools shut down along with our daycare so my wife and I have had to take turns staying home to watch our daughter. The majority of big banks are allowing loan deferrals to help out during this time. Citizen One, is only stopping late fees and credit reporting, but you still will need to make up for the missed payments. I am a current customer, not a delinquent one. I don't want to go past due, along with having to try and make it up, especially since this is not over.

My home loan was just taken over by Citizens One Home Loans. I can already tell that they have no customer service. They only allow you to do it their way. They want your bank account information and provide no mortgage stub to make a payment. I have been on the phone waiting for a half hour now to see if I can find a way to pay the way I normally do. This is all about them and keeping cheap for them and I have no choice in where my loan goes. I would pick zero stars, but I don't know if this system allows you to. They finally picked up and hung up on me saying they couldn't hear me. This is not going to go well.

My home loan was sold to Citizens One by Franklin Mortgage over a year ago. From the beginning it has been my impression that this company is not interested in caring for its customers. The mortgage isn't due until the 15th but if not received by the 1st, they send a billing for the next payment with added charges and a double payment due. Then when the payment is received by the due date, they send out a second billing for the single payment due. They just sent out Escrow shortages, mine was north of $1,100 dollars. They always have an explanation for why their business practices are what they are, but at the end of every conversation the impression is, "It's what we do, like it or not."

As I read down thru these reviews they are all eerily similar. Mine is similar as well. Long story short my loan was sold to this bank and when I got the letter in the mail explaining all of this to me I immediately put in action a refinance. This bank has ALWAYS had a horrible reputation. I have only paid 1 payment and luckily since I have a VA loan after 6 months I can do what is called a VA IRRRL loan. Paperwork is already started. Long story short they cant seem to mail my tax check to my local authority here in PA.

How has a class-action suit not been filed against this company? My father passed away in mid-December and I, as the Trustee of his Living Trust, have provided all the necessary legal documentation to this institution, and still no information provided to me regarding the mortgage. The customer rep told me the living trust isn't valid because my father died. I get a different person every time I call and none of them seem to know anything. The story changes on a daily basis from yes, we have the paperwork to no, we don't have the paperwork. Citizens One accepted the February house payment, but applied it to the principal and then charged late fees saying the February payment wasn't made. I just want to pay off this mortgage and never deal with this company again. STAY AWAY FROM THIS COMPANY IF AT ALL POSSIBLE!

My mortgage used to be with Franklin American but then was, I believe bought out by Citizens One Home Loans. I liked Franklin American Mortgage better but at least now Citizens One Home Loans doesn't call all the time wondering where their payment is when I do online banking to send it. FAM didn't call as often which I preferred. I do like COHL though overall.

Trying to file complain with BBB if can. I have MI and I paid my loan down to 57% LTV to remove. They stated all I needed was a written request and had to fax or mail. I went to my local branch as I do not have a fax. My local branch sent it to their service department on a couple different days as they stated not to receive it. I called in multiple times and each time there was no record of my previous calls and when asked for other alternatives they stated to send it in via postal mail. When asked to be transferred to a manager the customer service reps would either hang up or send me to the phone tree again where I would wait on hold for another service rep. They are costing me money by not cancelling my MI and there seems to be no one willing to help. At this point I will want refunded for each additional month it is not cancelled.

Made the mistake of buying an iphone through Apple store which for some reason uses this Citizens One. Used to be the phone payments would be included in Tmobile bill which was easy. Now, managing the accounts and making payments is a nightmare. Citizens one makes this process unnecessarily painful, it's a significant amount of work and time spent online just to manage the different loan numbers, account logins, credit cards, payments, etc. In future will be sure to buy phone through tmobile and avoid the apple store.

My car loan's first payment was SEPT 30, 2019, I paid online and set up auto pay, got a letter stating auto pay enrolled effective 11/30/2019. My due date is the 30th of every month. So I paid my Oct bill and when Nov came I did not paid since I was enrolled in auto pay well on 12/03/19 I noticed no payment has went through yet for my 11/30 payment so I checked Citizens One website did not show anything pending. I was nervous so I called Citizens One and spoke to this guy. He stated to me that I was past due and needed to make payment ASAP, told him that I'm enrolled in autopay effective 11/30. He said no it is effective December so I told him how misleading that was and made a payment.

This bank’s service is terrible. They sent my payment back In form of a check. Why? We don’t know. Continue to say, "We don’t accept partial payments". It wasn’t. Resent the payment and the next months payment. Now they are sending the overpayment back and telling me I didn’t pay. Still waiting for this check that is “in the mail”. Have called 5 or 6 times and emailed 3. Still isn’t resolved, but am receiving letters that my payment is overdue and am at risk of losing my house. Incredibly infuriating.

Beware. Citizens One sends out advertisements for so called "prequalified" personal loans and is guilty of false advertisement. This is because they have no intention of actually lending any money. They are basically running a scam to gain your financial information. I received one of these prequalified invitations to apply for a loan at a certain low interest rate, which I should have qualified for because my credit is excellent. I was initially approved for a loan under $14,000. However, the interest rate was considerably higher than what was advertised (bait and switch scam). I should have known then that something wasn't right. However, I continued and spoke with a customer service agent who walked me through the steps of signing a promissory note, truth in lending act, and linking my bank account for disbursement of funds and so that my payment could be deducted from my checking out.

Worst business ever to work with. My home loan switched to Citizens One, got charged twice for the amount for $1302 for month of November 2019 for my mortgage and tried to get it returned back to my bank acct to no luck. I called several times thru the week and no one was able to help me. Every time I called it always a different person so basically I start from the beginning every time.

This place is a scam! DO NOT DO BUSINESS WITH THEM. I applied for a loan, which came back as approved. I received an email saying they will call me to verify to make sure I am the person who applied for the loan. Waited all day without a single call from them. Then I received another email saying my loan has been declined because they are unable to verify if I am who I am. I called the customer service number and was transferred multiple times and each time I had to provide personal information for verification. Then I asked why nobody called to verify me and I was told that they don't make outbound calls, which is a complete LIE. Their email clearly says that someone will call me. SCAM ARTISTS. DO NOT DO BUSINESS WITH THEM. I will dispute the hard inquiry they placed on my credit report and report them to the BBB.

Never ever go for anything to this bank even if they are the last one on the planet. It was my rotten luck to have initially gone with this bank for my auto loan. They have no idea what is customer service. They do not call you back, they do not respond to online messages, twitter messages or emails. Bottom line, do not go with the bank.

My husband and I recently moved and Citizens One was where our mortgage was sold after closing. I paid my first month's payment as I do all my bills via online through my bank. The first payment got there. The second month was pulled from my account but Citizens One claims they never received it. They began calling my husband's work and said "that's weird" when I called and told them the payment left my account and was accepted by them! In a dispute with my bank attempting to send them payment confirmation when next month was due so I went to get a certified check to send them for my October payment.

I'm an 100% disabled veteran who has all my major bills paid by my bank NFCU, once a month on the 1st; I am charged misc. fees, & receive past due notices & inconsistent % charged on my loan. Frustrated!

The personal loans site has a page to make one-time payments and to payoff your loan. The form on the page does not function. On submit, you get the following message: paymentAmount must be of the form "99999999.999". This message has been present for 6 months (at least). I spoke with a customer service representative, he confirmed this is a known issue, they have no timeline to fix it, and could not tell me about their process to get it on a backlog.

All I see is bad reviews about this bank. Mine was not exception. Can all of us get together to formally sue this bank. They sent me to collections for a $38 balance on a car loan that I ended up returning the very next day because I didn't agree with the dealership to purchase their GAP. I called the bank and they told me they can't do anything and I had to pay or be sent to collection...and they did...Can we all do something about this bank and take this further and not just post bad reviews.

I moved from Ohio to New Mexico and had to make numerous requests for a Lien holder Title. Only to find out that Citizens One state change requests are processed by a third party and they charge $36.00 to process and release your title to the DMV. I began this process in July 2019 and have still not been able to register my vehicle in October 2019. I spoke with Citizens One and the third party, My Title Support, today and was told it would be another 6 weeks. My temporary registration runs out every 30 days, which means I will have to sit at the DMV at least 2-3 more times. I will be looking to refinance my car as soon as possible. I do not recommend working with Citizens One or their fishy "third party."

Our home loan was sold to Citizens One. Every month they processed our payment incorrectly so we had to call and waste 30-45 minutes on the phone. Everyone was pleasant, they just do not know anything about loans, how to make corrections or look up something on the computer. One month, while calling to have the payment corrected Again....my husband had to explain to a nice lady there how a payoff amount is calculated. In the past 3 months we have paid off this loan instead of another with higher interest just so we do not have to deal with the aggravation each month. I am sure it will be a long wait for the deed and 100+ from escrow.

I just had my loan brought Citizens One, a whole month after sending 2 payments this month they sent both back and won't tell me why? No one with any kind of basic knowledge on my loan? I want out of there ASAP, no thanks Citizens One. Working with my Va loan officer. I have them left and my closing Attorney... My advice stay far away from this Horrible scam artist, Run don't walk!!!!

Everything about this company’s construction loan process is horrible. You aren’t kept in the loop on anything and you are lied to throughout the whole process, including what your payment will be. The disclosure we signed at closing stated one payment amount, but in reality, it’s going to be about $400 more than that amount for the “interest only” first year of the construction loan. We banked on what they told us at closing and now it’s going to cost us about $3200 more than we budgeted for. We have been long time Citizens customers but we will be leaving the bank altogether after this horrific experience. I would NEVER recommend them.

Lies about rates using "Find my Rate" tool. Unlike other refinancing banks like ELFI or SoFi where you "Find My Rate"-> Choose a rate -> Apply for that rate and get offered THAT EXACT RATE, Citizens One gives you nice low rates using that tool but then right before clicking Submit on your application, they tell you your rate is WAY higher than they initially offered (mine went from 4.13 to "from 4.63 - 9.68"). Not even close to what they offered before, even though they claim to do the same soft pull in both cases.

Citizens One Mortgage started servicing my home loan & all was fine until my loan payment increased due to an escrow shortage. My payment was set up on autopay through my bank & before I could revise the autopay payment to the increased amount my bank sent a payment for the original payment amount. I realized this two days after the low payment was sent so I figured how much more I needed to add to make up the difference between my previous payment and the new payment. That amount came to $92 so I sent an additional $100 to cover the difference.

Customer service is terrible and bank cares nothing for customers. I called to make payment and during phone call requested auto deduction be stopped. My account was auto deducted despite this and checking account was charged fees. I had called 4x requesting review of charges and was told different things each time. The customer service reps completely useless and the manager unwilling to help. I was charged 145 in fees due to their error. This place is the most unprofessional mortgage company I have ever dealt with and will outright lie to avoid any fault.

I paid my loan in full, and I'm having the hardest time getting my title for my car. Every time I call them it is 50 minute wait to get someone to help me and they can't figure out how to release my title to DMV digitally so I can pick it up. Now they are telling me that my title has a name error and I have to pay them 36 dollars and wait 15-20 days to get it corrected after waiting almost a full week just for them to tell me that!!! I've bought other cars before and they just sent me my title once I've paid it off but this company gives you runaround and holds your title! Never again would get another car loan from this company!!!

While the reps have been overall nice, every last word out of their mouths is a complete and total lie. We accidentally made a duplicate payment in the month of June and working thru the process has been a total nightmare. I was told a refund check was cut and mailed on July 5th. I made several calls leading up to our next payment due date that was approaching on July 23rd. I had never received the check. They had "escalated" my case on July 22nd. I had suggested just applying the extra payment toward July at this point. On June 26th I get the refund check. It's dated July 16th and postmarked for July 22nd. So July 5th was a lie along. I had been even checking my DECEASED neighbor's mail to make sure I hadn't been missing something for NEARLY A MONTH!!