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!!

Just had my loan bought by these incompetent jokers 2 months ago. They had their collections department call me to collect a payment that was already made on time as usual. I jumped through every hoop they asked. Took time off of work to meet with my bank manager to compile a bank statement a canceled check with their endorsement on it, faxed it all to them (at first they did not want to accept the canceled check from my bank as "well they can be forged and we don't know if it is fake or not"). Many follow up phone calls. Finally received a call where they informed me that it was all taken care of and I should receive a revised statement in the mail. Well that never came. What did come is a collections phone call stating that they have not received the payment in question and trying to get me to make a payment over the phone. Tried to explain all of the above to the person on the phone but he said there is no record of this.

My husband procured a loan through a car dealership to finance his new Jeep. Although archaic, payments made through their "redirected" website went fine. The Jeep was purchased in December of 2015. All went along fine as long as we did not need to contact them for anything. On May 20th of 2019 my husband was swept up in a motor vehicle accident that began in the oncoming lane and entered into his lane. The vehicle was officially totaled by our insurance company on 5-21. Then began the apparently arduous and impossible task of getting a letter of guarantee (LOG) from Citizens so our insurance company could send a check. They requested one on 5-21, 5-22, 5-30, 6-4, and received nothing. They called on 6-6 and 6-10 and there was no answer and no voicemail to leave a message.

I had the worst experience with this bank for the past 3 years. I am even contemplating taking another loan at a higher interest to pay them off just so I don't have to deal with these squad of crooks and thieves. They have been charging me late fees for the past 36 months and EVEN WHEN I HAVE PAID 4 MONTHS in advance they still charge the late fees. I have complained to the better BBB and they said there is nothing They can do, and the only solution they give me is to refinance my debt with another banks.

So let’s start off about how they took TWO payments from me. I called and they could not refund one of them. I called my bank and they were able to get my money back. And then they send me emails and letters stating I owe them. So I called my bank and asked about refinancing options which they were able to approve me for. So I called Citizens for a 10 day pay off and title to be faxed over. 2 weeks later they never sent it. And when I called them and gave them the request number the guy updated my address. He did not put in the request for a 10 day pay off or title. Stay away from this bank. I’ve constantly had to fight with them over everything and it’s been a terrible experience.

We purchased a home and used Citizens One for the mortgage. Two days before closing interest rates dropped significantly so I called my mortgage broker to see if we could get the lower rate. My nephew is a mortgage broker in another state and he told us there is something called a drop down and the broker has the power to drop the rate, so I asked. Our rate was at 4.50% and rates dropped to 4.25%. I was told he could only go as low as 4.375%.

My husband and I occurred some hardship over several years between job loss and health and we were still keeping our head above water as I was the sole breadwinner of a family of 4 but it got to be too much within the last year and we attempted to negotiate a lower mortgage payment, the only way this could occur was through a forbearance process. The process is too long to explain but it occurs over a 6 month span. We have been with Citizens for a long time but the bank staff and the online mortgage staff have 2 different philosophies on customer service.

First time homeowner here. My loan was sold off within the first week to Citizens One. I keep getting checks back for escrow overpayment. Not the bad of deal. But I can’t get anyone to change my monthly escrow payment to the correct one. I’m basically paying $90 a month extra. On top of that every time I call I’m on hold for at least 30min and hr. In some cases like currently I’ve been on hold for 45min and just like before it will probably keep going until they close and I have to call again tomorrow. This place sucks. Get out of it if you can.

I don't mind paying almost double what I would for an iPhone when purchasing from the Apple store, but the only way to finance the well overpriced phone is to go through Citizens One. First I tried to pay weekly, they said that I couldn't do that and that my phone protection coverage would expire as soon as I paid off the loan. I think cancelling my protection package after paying for it is illegal, but whatever.

My mortgage was sold to Citizens One Home Loans mid last year. Since I had an escrow account with them they gave me a list of options for handling property taxes at the end of the year. None was really convenient, the last processor got the tax bill and paid it, I didn't have to do anything. I selected an option and sent in the paperwork as directed. At the end of the year I'm pulling everything together and getting it ready to send it in and I notice they've already paid the taxes. Of all the problems to have this isn't really a bad problem. I just wasted a fair amount of time getting paperwork ready.

During the month of March 2019 I have called the customer service number 1-800-234-6002 about 5 different times because of the miscalculation of my escrow. I was so frustrated because when I would call the phone center staff would read me numbers that were off the screen. I would tell them that the monthly payment was over 17% of my original loan agreement. I’m a 1st time home buyer and my loan was sold from CNB, to Wells Fargo, to Citizens in a matter of a week. I called and asked did they look at my loan agreement and notice I agreed to $748 per month not $900.89 a month. It would be impossible for me to be able to keep up with those type of payments that I never agreed too, and that I would foreclose on this home if Citizen One didn’t get this rectified. I wrote an email to the center and sent it to the supervisor Christina and she called me back the next day and left me a voicemail.

I have tried 5 months in a row to get my business auto loan monthly bill to be in the name of the business. I have sent certified mail return receipt with copies of the loan documents, the insurance and the property tax bill -- it does not matter. My biggest concern what if I want to sell the car -- will my business be able to or will some unknown entity that they have listed on the monthly statement be the default owner? I am filing grievance with Consumer Protection and sending letters to the entire Board of Directors and Leadership Team of Citizens One. I will never do business with this company again and am proceeding with getting my loan refinanced to be sure that I never have to deal with them again.

I had a great guy in Citizens One that I was working with up until I closed on my home loan. However, he was laid off within a few weeks, and I got confusing emails about things after that. When I called to get someone new that I could ask questions to, it took 30 min to get through to a real person and they refused to assign me to a new person to help with questions. Instead, they just gave the same 800 number that took half an hour to get into the system. I would not go with this company again.

Some of the worst customer service ever! Called them trying to update billing information and the customer service representative refuses to talk to me saying that I was not the holder which makes no sense due to the fact that all of the information is being sent to me! With my e-mail, with my phone number, with my address and then she hangs up on me. I call back only to have the supervisor be just as big as a ** as the customer service representative and again refuses to update the billing information.

I was pushed into using Citizens One when my loan was sold to them in May. I have been with them for almost 9 months now and so far they have made mistakes in processing 5 out of 9 payments, each of which requires me to spend an hour or two checking the numbers and talking with them on the phone. Then the resolution for these items is always super slow to apply, sometimes requiring follow up to ensure that the correction is actually applied. What should have been 9 transactions in my account history is now a jumbled mess of 46 different transactions. 46 transactions in only 9 months. Wow!

We refinance our home 15 years ago. We didn't choose Citizens One. We chose a company with the best rates and conditions from Lending Tree. Within a month, they had sold our loan to Citizens One. It was a 15 year loan and the final payment is due in June of 2019. However, because of additional payments in the past, if I continued to make the monthly payment, the loan was going to be paid off by February of 2019.

I was enrolled in the Apple Upgrade program and thought it was misleading since I misunderstood that I would get a new phone anytime after 12 payments (which was not true) so I thought the website was misleading. I was transferred to Citizens One, a person named Ryan was extremely rude and judgmental. I said I wanted to talk to someone else, he said "I can transfer you to my manager, since he is not here, you can leave a voice message". And he seems to be very confident of what he said, I wonder how Citizens One train their customer service staff, or maybe they are just spending all resources on making misleading commercials.

The telephone customer services was worthless. I had paid the personal property tax directly to the County of residence prior to Citizens One taking over my home loan. The result is a huge surplus in the Escrow. Citizens One would NOT follow my request to apply this excess to the principal balance. The result is that they held on to over $10,000 of excess balance for an entire year without allowing me access to these funds.

I paid my auto loan off early. I'm trying to sign the vehicle over to my daughter in law. I mailed the final payment on 11/5/2018. They cashed the check on 11/16/2018. I'm still waiting for them to get a release of lien to me. Something that is necessary in the State of Michigan. I had a supervisor from Pennsylvania tell me that I didn't need that, after I stood in line at the DMV and had them tell me the paperwork Citizens mailed me was WRONG! What the Pennsylvania supervisor (Craig **) knows is: NOTHING. I've called Citizens one three times now. Every time I call - I'm told something different. Turn around time is two hours to fax a release. Turn around time is 24 hours to fax a release. Turn around time is 48 hours to fax a release and they don't fax anything on the weekends! This place sucks!! I will never finance a vehicle with Citizens one again.

I would have given zero stars if possible. I was funneled to them through the iPhone program. I expect more out of Apple to pick a better partner. They've continuously screwed my account up. I gave them new credit card and they reverted back to the closed card. They don't call you they email. I very seldom look at my personal email. It happened again, I gave them another card. They still ran the account delinquent for two months instead of taking the correct payment to get the account up to date. It has just been a mess. Do yourself a favor and as long as Apple uses this vendor get your iPhone somewhere else.

I was trying to adjust online payments, but I could not log in. It said my account was not recognized. After 1Hr 12Min on hold I was told to click on an obscure link that directed me to a totally separate and rudimentary site where I am not even sure I achieved what I wanted because the website is too basic. I would take a higher rate somewhere else to get better service.

I started my payments with a credit card but decided to switch over and make payments with my debit card. They will not accept Debit Cards as a form of payment. It's 2018 people, why won't you accept a Debit card as an acceptable form of payment.

It was time for iPhone upgrade and proceeded as Apple had indicated by following the prompts. Enter SSN and provided business credit card. Initially it was declined. I thought it was a glitch. I did it with another card and was declined again. Few min later I got an email telling me it was declined because of my credit score (which’s is satisfactory). I was very confused. One hour later I decided to call to better understand what happened. Guy on the line was clueless as to why it was declined however he acknowledged that it has to be something “wrong” since I have been part of the iPhone upgrade and never been late in my payments.

I'm going to keep this as short as possible. Basically called in to resolve a problem with the iPhone Upgrade Program application. Very unusual but resolvable problem of a card being identified as debit, when it is credit after all (app doesn't take debit cards). Called in to resolve the issue over the phone, and the specialist puts in a ticket to technical support to manually review the card. Calls me back 2 days later to inform me that they are still detecting it as debit and that they have no further resolution and my only solve to the problem would be to use another card.

This bank is the worst bank to deal with, they don't have any compassion for their customers and have no choices for anyone who is out of work and can't make a car payment, to defer a payment on your car loan and have to pay the interest charges on your loan is crazy, the interest on the loan is more than the principal, if you're out of work how you can you pay anything in time of hardship, they only have one option for you to choose from. Find another bank, anything can happen in life and they have no soul. It's all about the money and no cares about the customer.

I had spoken to Troy and his Assistant Susie back in July to obtain a mortgage pre-qualification. I had asked multiple times not to have my credit pulled, verbally and in writing, as I was evaluating several lenders at the time and simply wanted to get information on potential interest rates. He did not even care to look into my file without pulling my credit and clearly mentioned that he had no interest in assisting with the loan without doing so. 2 months later, after never hearing a word from him, he randomly pulls my credit as well as my husband's credit from all 3 credit bureaus, without our consent. I already closed on the loan with another Bank and own the property. I have called him and e-mailed him to request a letter of deletion for me to use with all 3 credit bureaus and his response was "I'm at the gym. You're going to have to wait".

This “business” operates like an Abbott and Costello skit. They stopped sending payment stubs while in bankruptcy but blocked my discharge unless I paid 5k -which I did. Only to find out that they put a lien on my property. I called to find out why and how to fix things, start making payments again since I still didn’t receive any payment stubs. I got the schtick from a so called manager. I was told since it was charged off, they wouldn’t send payment stubs and I didn’t have to pay but have to pay to remove the lien but the balance wouldn’t change. Well, as I get credit report alerts that was a lie! Still no contact or payment stubs from them and the balance is now 6k over the supposed no changing balance. These people need to be out of business.

I received a personal loan offer from Citizens One. I could not get the website they sent me to take the invitation code to even check my rate. I checked around to find some way to contact them and found nothing. For a company that wants my business they sure make it impossible for me to give it. I would deal with a loan shark or the mafia before I would deal with citizens one. Tell Citizens One to pound sand. Put them out of business!

We have a Vivint security system installed in our home. Love the system, hate this company that we were not told about at installation. No way to contact, deals with student loans and I have three doctorates along with an MBA. No student loans. What a piece of crap.

I just cannot believe for 1, that they are a mortgage company, and you cannot email them, or reach anyone after hours, my biggest gripe is, I use a bill payer system through my bank, most all banks and mortgage companies have what's called electronic banking, but no not this antiquated place. They will only accept snail mail checks for payments, I think they are doing this so your payments will be late, and then they can tack on a 65.00 late fee. The bad part about all of this is I did not pick them. They bought my loan from my old mortgage company. Please get with the times, and get with real customer service...

I financed my car through Citizens One, and the entire process has been a complete mess, mostly because of them. Originally, I had taken out a warranty on the car but then decided I no longer needed it so I canceled the warranty. The warranty company initially stated I would get 62% of the warranty refunded, but I fought them and they agreed they had miscalculated and I should get 92% back. The first check had already been sent to the dealer, who had forwarded it to Citizens One and it was applied with no issue. They issued a second check for the remaining 30% of my warranty back to the dealer, who forwarded to Citizens One, and... nothing. It was never applied to my account, nothing ever came of it. I called multiple times, and they stated they couldn't even see the check. So I talked to my dealer. They showed me a copy of the check they mailed. I call Citizens One back, and they basically said they couldn't do anything.

I went through a refinancing with Citizens One upon being referenced to them by my Northwest Mutual adviser. The people I worked with were nice. However, they made several mistakes and I felt in the dark about the whole process. They had mistyped my email and were sending things to the wrong email for a while. Everything nonetheless went forward until I hit a roadblock: after paying $600 to get an appraisal, upon seeing the appraisal, Citizens One informed me that we could not go forward with the refinance because my house is "round". The very first phone call I ever made with them, I made very clear that my house is round. But now 2 months and $600 later, they tell me it's a surprise to them. They made no attempts or apologies. They attempted to help me out a little by referring me to a place that could get me a home equity loan but that never went anywhere. I'm very disappointed in Citizens One. Don't use their services.

I tried to call and update my billing information. I was told because I was not on the loan that I could not pay it. When I requested the website to change information for the loan and for a complaint address, I was told because I wasn't on the account that this information couldn't be given to me. After 30 minutes on the phone, they continued to be rude and not allow a payment. They want to charge a late fee, but would not allow me to pay it. Also, my husband who is the account holder is working out of town and unable to call. I have all his information, including a POA while he is gone and still they refused to provide me any information or allow my payment. They have horrible customer service. Juan #** and Leon #** refused to allow me to speak with their supervisors or give me any information as to how to file a complaint or go online to correct my billing information. All I wanted was a website.

The experience I'd like to give is a zero but I am required to pick a minimum of one star. - While I was in arrears with an iPhone loan, I explained my situation trying to find out what I could do. The correspondence I received from them looked like, felt like, and tasted like spam, so I ignored them. Thinking an official document/phone call would be forthcoming. I finally received what looked like a copy of a copy of a faxed form letter from Citizens One. Now that definitely looked like spam. My personal data was breached twice in the OPM data breaches as well as in retail store ones. And my credit card data was stolen twice.

If I could give them 0 stars I would. I received a notice charging me a $29.64 late payment fee. I called because I am 2 years ahead on my payments. They told me they would correct the problem and issue a refund. A week later, I received another notice with another fee attached. When I called again, they informed me they were working on correcting the problem (the way they applied 2 -$3000 payments) but it was not "a rush". Meanwhile, they keep assessing me with more late fees and apparently not in a hurry to correct their mistakes.

Told me I was pre-approved (Personal Loan). Put a hard inquiry on my report. Asked me for a 4506-T to get my tax returns straight from the IRS. Then denied me 3 different times because they said I didn't provide enough information, even though I gave them everything each time AND the IRS sent them my returns. Wasted a whole month. Even worse was the customer service. They refuse to explain their denial and read boilerplate legalese. The supervisor refused to tell me what specifically they were missing, was rude, and actually told me that they couldn't verify even my name from my credit report or the IRS tax returns. Even my name. Just to get me off the phone. Obvious B.S. Stay away.

I sent in my check for a payment for my car to Citizens Bank. They opened the envelope and tore the check. They sent it back to me in the mail and never notified me over the phone. After 20 days they notify your credit bureau and will hurt your credit. They charged me $15.00 late fee for their mistake. I wanted to make a payment over the phone and they want to charge me $20.00 processing fee.

I have been making payment for over a year to Citizens Card on time and always twice or more than minimum payment require. Last month I sent the payment in a two days after due time and they charge $ 27 dollars late fees. Like all the payment on time mean nothing. These people are thieves and I would never deal with them again and I will try talk people from dealing with Citizens. I will tell everyone stay away from Citizens Bank.

To put it bluntly, it is very hard to take advantage of the balance transfer offer I received from Citizens One. The interest rate is very good, however I have posted a warning in my tracking spreadsheet to myself. This is to remind me not to purchase anything during the time which I am paying down the balance. Okay, I got that pretty much under control. I put the card in my "sock drawer" to make sure I don't use it. This is because as soon as you use the card for a purchase, the entire balance reverts back to 17.74% (in my case).

With my soft inquiry pre-approval I requested rates, was told I was approved so I applied and got a flat denial which will hit my report as a hard inquiry. Not impressed as I don't apply unless I am sure I can be approved. Asked for far less than maximum I was supposedly approved for.

After my interactions, I wouldn't trust these morons to make change for a dollar. They screwed up my loan, admitted to it but told me there was nothing they could do nor was there anyone that I could talk to.

Citizens One Home Loans bought my mortgage loan. After they bought it they would only apply $20 from each payment to the principal on my mortgage. When I questioned them about this they closed out my escrow account without applying the money to the property tax or principal. They also don't send me my property tax invoices and had I not checked into it on my own my house was being put up for a tax lien sale. I also found out that they aren't even licensed to do business in the state that I live in. They need to be Shut Down and Face Criminal Charges.

Mortgage modification - This company jerked me around for 15 mo after never missing a payment and has completely ruined my life and credit! Had to hire a lawyer! At 800.00$ a month. Why isn't someone doing something? They have ruined my life.

Nightmare to deal with. I had to keep emailing them to get any response as far as my refinance. I will no longer use this bank as soon as I can. They are the worst and will lie to you just to cost you a 600$ house appraisal. Please listen to what I say, do not use this bank if at all possible.

Got a letter Oct 4 saying what my new monthly payment was and then it would start with my next payment. If the box has the wrong number, just change it. What a joke. Tried multiple times to do that - no dice. If I do not have to pay the old amount which is nearly twice the new payment, why should I. So finally, my payment is late. That's when the real fun starts. Told the payment site today I would pay by tomorrow, so started to try. When I click on "make payment" it now tells me that since I am paying the loan off it cannot be done online. Tried multiple times, same thing.

PROBLEMS: automated phone system & lack of way to talk to a human to resolve. EXCESSIVE amount of time (3 to 4 weeks) to get title after they have deposited check (and it shows up on my bank account). Having come near the end of the loan, I attempted to pay off the load and called the customer service number on the billing statement. Customer Service is almost entirely automated, but it does provide a method to get the payoff amount, information on where to send the payoff, and a method to make payments electronically. The system recognized the account number for generating the payoff amount, but for attempting to pay off electronically, the SAME account number was not recognized on many attempts.

I work in web. Perhaps my standards are too high. The website experience for this company is so astronomically bad, I don't even know where to begin. There are at least FOUR login screens, so figuring out which one is appropriate for your loan is its own challenge. Once you actually successfully log in, the user interface is a cascade of dog poo. The "Make a Payment" button doesn't allow you to do that. Not sure why it's labeled that way. Anyway, they got a single star back because they financed my thousand dollar iPhone for free, but sweet Jesus, why is it so difficult to manage your account online? If anyone from Citizens One reads this, I know a good web guy...

I have only had my loan for 12 months out of 36 and 2x in the 12 month period my loan has generated a late notice when payments were actually early. I call it gets problem taken care of but come on now should I really have to call them to begin with if idiots processing payments could read? I am going to look into who to complain to government wise as this bank should not be allowed to loan money. No apology when you call them out on their mistake either.

This Bank refuses to credit my payments on this home line of credit (that they changed to a mortgage without telling me) and has twice sent in preservation people and started foreclosure which I bought my way out of. I just want an attorney for this if anyone knows of one.

My mother had taken out a car loan through this company (which she was given a horrible deal to begin with), unfortunately she passed away 3 months afterwards. I called the company to settle on a price to pay off the vehicle, as she owed about $7,000 more than what the vehicle was worth. After speaking to 4 different people, 3 of whom were managers, and being lied to by those 4 different people, they finally transferred me to the department that negotiates and settles loans. After calling this department several times and attempting to work with them (attempting meaning they dont return phone calls, dont follow up and dont engage with customers). These people are DISHONEST, hard to work with and difficult to communicate with. I have been LIED to by at least 7 different people now and have contacted them more than they have contacted me. This is a HORRIBLE company to do business with, would stay as far away as possible.

I had a loan with Citizens One to do an addition on my home. The loan was for 200,000. 2016 I received a notice saying that the balance of the loan had come due. Not having an extra 190,000.00 I applied for a modification. Through out my loan I was never late with payments, never missed a payment. I started this process August of 2016. I am now on my fifth time of having to submit a ridiculous amount of paperwork and start process once again. They are now threatening to foreclose on my home that is valued at 2.5 million dollars. Because of the amount of time that has passed they have ruined my credit. It's now in the 500 when I've always been well above 700. Therefore no other loan companies want to touch this. My primary home loan is up to date and always has been. I can't believe that this company has made my life a living hell for a year. If anyone has any suggestions please contact me. This is so wrong!

I had a loan with them for the Apple upgrade program. I pay monthly payments and it makes me eligible for upgrading to the new phone, or I can pay the balance and own the phone. All was fine in the beginning. Then, I started having issues with my phone to the point where I was no longer enjoying it. Apple's customer service was under the impression that as long as I had made a year's worth of payments, that Apple was satisfied and I could return the phone and the contract would be void.

I hate the system Citizens One has. I wanted to pay off my personal loan, with my debit card, I was told they couldn't accept a debit card and that I could only pay off my loan by calling them with a check. I then told them that I had my Credit Union cut a check for the balance of my loan and was told from customer service that they would not honor my bank and send it back to Credit Union.

I currently have two loans with Citizens One. One loan on my primary residence is a 5 year ARM. When I was contacted by Alex ** from Citizens One at the end of March regarding refinancing, because I would be getting an adjustment in July, I decided to go forward with refinancing. After providing all financial information over the next month, including all rental information, tax returns, etc., Alex indicated that I would need to take a distribution from my IRA of $50k to make the numbers work to qualify. At no point was there any indication that we would not qualify for the refinance, especially since we had just received financing in January for the purchase of a different property, and were required to take an IRA distribution, similar to this situation.

I have been in the process of an equity line of credit for over a month now and I find the customer service to be horrible. Very unresponsive, and they take over a week to respond to you. I got a hold of a manager, and he casually put me on speaker phone for our conversation. I sent him some files for the loan and he failed to upload them into the system correctly, whereas the agent told me she is waiting for him do to it. If I had taken my time and done some research, I would never have gone with Citizen's for the money.

Application process, they can't connect the returns of our business and personal. Good luck to those buying a home. As far as the process department, lack of common sense. I own a company, we put down 80% of the loan. They ask me for this and that. They could connect the business and our personal return. They wanted P&L, which we gave them. Then they wanted one for the 1st quarter. Told them, "my accountant only does it once a year." Got to a point, I told them "if you don't want the business, I can pull the 20% and not even blink an eye." That shut them up. This stem from 2008 with those interest. Only loan THEY gave out and loss.

I have been fighting with Citizens One since April 30, 2017 regarding an over-payment on an auto loan. It took them 22 days to return the money after I spoke with 5 representatives (where I cited the names and dates of who I talked with), reporting them to the BBB, and filed paperwork disputing the charge with my own bank. The company's "customer service" response was hateful citing that they would "have a researcher call me back after they had reviewed the taped phone calls." Would NEVER do business with them again. I am moving my loan as of today. Goodbye and good riddance.

Stay away from Citizens One Home Loans. Whole experience has been a nightmare. Mistake after mistake and absolutely zero customer service. Now I can't get them to pay my tax bill from my escrow account and bill is past due. Been trying to get them to pay for a month now and nobody wants to help. I have never experienced such poor service from any company. Period!

I have requested to speak to your CEO in reference to a MAJOR ISSUE that I have with my Loan and escrow and am being today that I can speak to him??? I cannot understand why a customer of yours/his cannot voice their concerns to the company that I "hired" to finance my Home Loan. I have been dealing with this issue since July 2016 and have gotten nothing less than the runaround. I am a VERY FRUSTRATED AND UNSATISFIED CUSTOMER OF YOURS.

I inquired ONLY about modifying my equity loan. When I realized it was just a banking scam that would only be for financial crippling, I did not pursue the issue. Citizens Bank modified the loan anyway, converting it from an equity loan to a mortgage loan. The "new loan" included an amount much greater than was due on the account. Since I was missing several statements, I asked them to send me copies of them so I could sort through the mess. There were clearly at least two missing payments. The loan is now with an arm of Citizens Bank called "Citizens One Home Loans." They epitomize incompetency.

I had no idea that Apple was using Citizens One instead of Barclays or their own company. Citizens One is HORRIBLE! Do NOT use them. Use Barclays card or some other card that offers 12-18 months 0% interest. Do NOT use Citizens One. They have terrible customer service and take a long time to refund money. They send out letters stating they will refund your money in 5-7 business days - but it took almost a month. This included several phones calls, a letter, and fax to both them and my credit card company. My next step is file a complaint with the Attorney General Office. I'm losing respect for APPLE. Although I've had Apple products for well over 10 years. It's a shame that they use a scammer to finance their products. UGH! This is your WARNING!

I was a highly regarded customer at Charter One Bank. US Bank purchased Charter One and for some unknown reason, my line of credit was purchased by Citizens One. Because of health reasons I was forced to sell my restaurant. My loan has since matured and has come due. I have tried to get someone from the bank to work with me in regards to restructuring my Ioan. I was recently place on Social Security Disability income and am having a hard time making the full payment. I am asking to have my payment modified or wrapped into my mortgage. I was told that I do not qualify because I no longer make enough money to qualify for a refinance on my home loan. It feels like they want me to default on my loan or force me to sell my home.

I did the Apple upgrade program on 11/2 and then decided after that I would go another route and returned the phone on 11/3. I got an email from Apple and Citizens One saying that it would take 5-7 business days for the refund to process. More than 10 business days later I called and I was told it was Apple who needed to complete the refund. I told them that I got an email from Citizens One saying they would be processing my refund in 5-7 days and the lady on the phone then changed her story and said it's taking longer for refunds and to 'be patient'. It would take 7-14 business days.

Thank you to all of you who shared your experiences. I received a mailing and was about to respond and get their credit card. All your comments were about homeowner loans. That is not my problem; my house would not be involved at all. But it still was scary to learn how they dealt with customers of many years. Shocking. I was about to get a small (comparatively) loan to move into my new place, and ILf, before closing on my house, then planned to pay it off immediately, within two months of getting the loan. Hearing how difficult it was to pay off a loan, probably any loan, caused me to reconsider dealing this bank, if that is what it is. Thank you to all, and the best of luck getting it all resolved.

Requested and was charged for forms needed to refinance with another bank. Form indicates information would be received within 10 days. Called to check status as never received and was assured they were mailed 8/18/16 - never received. Phoned again 8/25/16 to once again check status was assured information would be considered high priority and faxed by end of date and/or at the very least no later than 8/26/16 - never happened. Received two blank form letters in the US mail 8/26/16 from Melanie L Reid; Senior Vice President, that forms were enclosed which they were not. Nobody around on weekends to assist.

Nightmare company to deal with. Please don't deal with them. We refinanced our house approximately two years ago when we got behind in payments. (In the two years CCO Mortgage change their name to Citizens One.) This refinancing helped us get back on track and we started making our payments. In August of that year Citizens One returned approximately 9,000.00 dollars that we had paid saying that we signed the agreement late and no longer had a mortgage.

CCO Mortgage is a second lien holder on my property. The first mortgage approved a short sale giving 12,000 to the second lienholder CCO Mortgage. CCO Mortgage now wants me to pay an additional 10,000 to them. I agree to give them the HAFA money and sign a promissory note until closing. Well now 3 days before closing they want me to send in $10,000 upfront, which I don't have. The CCO people said they'd rather lose everything and let the property go to foreclosure. Meanwhile, the buyers have a clear to close with a lender ready to do the loan... Can the government talk some sense into these people.

I had applied a loan back on 2011. I had sent in all of my information to the Department of loss mitigation so they didn't bother to call me back to see if I were approve or not. Three years later I reapplied for it again, only this time they're asking me about lien being put on my property from another bank. I had told them no. That there was never a lien on the property. They had sent me a letter saying that I was denied for this loan because I didn't give them a enough information for them to approve me and I had also come to find out they gave me and my mother a high loan rate % 6.2. I am not happy.

After trying to get a modification for an upside down loan they denied my modification. They set impossible ranges to get modification. They process each person’s income and expenses in a different way from modification to modification. For instance if you qualify for their modification ranges in debt to income ratio they will use your back end debt to ratio instead and then disqualify you. I recently got a mortgage modification with Wells Fargo on my first mortgage but CCO is my second mortgage and they denied and flat out refused to modify my mortgage with them even though I should qualify.

On August 14, 2015, after being a faithful customer of CCO Mortgage for approximately ten years, funds were issued to pay off my home owner's mortgage. I phoned to inquire when I should expect my escrow refund and was told I would be issued a CHECK in 15 to 18 business days. I asked why it would take so long and why the funds could not be deposited electronically to my Citizens Bank account. I was quite curtly told by a Customer Representative who identified herself as Shannon, "that was the policy." She also practically scolded me stating I had called earlier in the month with the same question.

Have current loan from CCO mortgage and never missed payment in 10 years and with credit score over 700. Wanted to refinance current balance. No cash out for shorter time period with lower interest rate leaving monthly payments the same. Was told everything would go through smoothly being a current customer. Filled out paperwork. Sent in, then payed $500 for appraisal and was told we would close a few weeks after. After a month and a half I began calling and no one would return my calls. Finally got someone in the phone and they requested more info and was told one more week. Finally another month goes by. With weekly calls I get ahold of someone who says loan is held up in processing.

CCO Mortgage has been our mortgage lender for the past 6 years. We were referred to them by Citizens bank. CCO is a branch of Citizens. Citizens bank had our home loan and then when we bought a rental home they talked us into putting both homes under the same mortgage to save interest. Everything was okay for 1 month. We then began receiving late payment notices from them. I would call and tell them payment was made. They just argued even when I had proof of payment and I always did. They kept sending me to different departments and different staff. We then received a foreclosure notice after they started refusing our payments. It was at this time that we owed them 1,600.00 and they sent it back. Prior to this, we received statements stating that we owed them 6,000 or 5,000 etc. and we just kept paying them despite proof that we did not owe them. We sold everything and it never got better.

Stay away and thank me later. These scum bags are the worst of the worst. I will save you all the details. They simply will not allow my refinance to go through. They sit on a high horse and come up with insane requirements that are ridiculous.

May 2014 I received a call from CCO letting me know my 2nd lien mortgage account was past due. I informed them that is impossible because our payments are auto drafted. Customer service then informed me, "Since you are in bankruptcy your payments will no longer be auto drafted." Come to find out they had mistaken me with someone with the same name. I have been dealing with this for a year. They still don't have our auto draft set back up even though I have continued to do this over and over again. They have reported us to the credit bureaus showing late pays. When I call just about every month having to explain all this, they inform me they will only write one letter to the credit bureau to correct their mistake and I will have to write a letter of explanation and mail it to CCO for review. Before all of this happened our payment had never been late for 8 years. If any lender ever recommends CCO mortgage beware - they are idiots!!!

I'm a realtor in TN. My clients are buying a home here. We have missed the closing by one week and still don't have a firm HUD for my clients. There is only one phone number to call and it's a personal cell. That loan officer is on vacation and hasn't returned the Title Co. and my calls since yesterday. Just got through to her and she doesn't have any idea when the loan will get through processing. Fortunately for this closing the sellers have moved and didn't need the closing funds to make that move.

Come to find out, it's the day of closing and they were requested a payoff three days ago. We don't have it yet. We call them up and get the customer service rep buffer. She said it had to go through their payoff dept which takes 3-5 days. So, to get a piece of paper with the payoff, which they have available immediately, they require 3-5 days. I asked to speak to the department and get the same issue... Customer service rep is the buffer between you and people who can get things done. I ask to speak to a supervisor. She said she would have one call me back sometime. Please, find someone else instead. Don't borrow money from them. It's not worth the hassle. If you do, pray you don't need anything else from them. If you are with them, you can get through the million menus of options by pressing zero repeatedly.

CCO Mortgage is a vulture. We requested for a modification for a loan that has garnered so much payment(s) in interest for the past ten years. Their modus operandi: they call countless times and ask for endless paperwork... only to stall you. Why can't they make a list of stuff they needed & call you... instead of giving you bits & pieces of a list. Not only is it time consuming but it costs to send stuff in the mail. If a consumer never had a default in mortgage payments, & is willing to continue to pay with some consideration in lowering such second mortgage, why would CCO mortgage make it more difficult? They claim to help--- instead, they create a nightmare & build a mountain out of a mole hill. CCO Mortgage---what a tragedy. :(

My property has been in foreclosure, but I have been paying payments. A couple of times the payments were sent back because a chapter 13 was filed. When CCO was called, they gave no information and said they would contact me - they didn't. I called to pay off the property and CCO would not give me the amount. Instead, they claim they will mail it to me in 5-7 business days. I can't get any information and customer service is not a help. I was given a number to call for the pay-off department (1-888-999-1834) and it sounds like a fax - just noise.

On Tues 04/14/15 morning I called and requested a "payoff" letter from CCO Mortgage as requested by our attorney. Even at this time (Mon, 04/20/15) we do not have a definite closing date, but have been given a tentative closing date of 04/30. I gave this date to the CCO Mortgage rep and requested that the "payoff" letter 'process' be expedited in lieu of the closing date. I was told that it will take CCO Mort. 3-5 business days to "complete the process" (to complete the letter). I was informed at that time if I wanted this letter faxed to my attorney, they charge a $25.00 "fax fee." I requested the letter be mailed via the USPS under the assumption we would have the letter in time.

I have attempted for four years to get a modification of my second mortgage held by CCO Mortgage. They accept the paperwork, ask for more and then deny because of my debt to ratio, i.e., they feel I can afford to pay their interest rate of 8.25 but I cannot afford to pay a lower interest rate. I have been in touch with HOPE (hopeless......) have written everyone from local, state and federal government. I have researched CCO and the complaints are endless, from five years old, and not resolved. Although it was difficult, I my first mortgage, with Chase, was modified to a 2 per cent rate for five years. I thoughtlessly entered into a 2nd mortgage, originally with Coldwell Banker, in 2006 so I could do necessary repair work and remodeling to the house. In nine years, the balance has only reduced from $21,000 to $19,800 because it appears to be an almost interest only payback loan.

Attempted to get a Pay-off for a 2nd mortgage. I have currently been waiting a week and have NOT gotten it. Based on legal requirements they are supposed to have it in 5 business days...That is the Maximum time. Most lenders will have it same or next day. We are now on day 6. I am a mortgage originator (for over 19 years) and have never wasted so much time to get one. They are going to cost my client $607.50 to get an extension on an interest rate.

My father who is 84 years old and lives in Tunkhannock Penn, had a mortgage with RBS. They set up a new company called CCO Mortgage. This company stopped sending my father mortgage statements 10 months ago. However my father on the first of every month wired them the mortgage payment. When he asked why he was not getting statements they told him he had missed a payment and they would not send any statements until he sent them the missed money. Even though we have proof of every payment my father sent in another payment. That was Feb of 2014. Still today Jan. 20 2015 he has not gotten a monthly mortgage statement. We have just since hired an attorney who is having the same problem we do. NO ONE from CCO Mortgage will call you back, and if you do happen to get a live person they cut you off, they just don't want to hear it.

Horrible mortgage company.... They bought out the mortgage company my parents had a mortgage through, so unfortunately my parents have them now....... Back in June, a tree fell on my parents' house and since they still owe CCO some money, they have been holding up money from the insurance company since June and are still making my parents jump through endless hoops so my parents can get what is rightfully theirs - insurance money. They have done nothing but make this reconstruction process more difficult for my parents. My parents actually had to borrow money from their bank to work on the house because CCO was holding up the insurance money. This company totally sucks - do not use them.

They took money from my Escrow to pay my insurance. I had insurance, I had the paperwork faxed to them 3 times. Finally I had to become very ignorant and they stated they called the company and requested a refund. So they say. Go anywhere but here!

Yesterday, 11/19/2014 I got a phone call from an out of state area code and only heard STATIC. This happened again and I then looked up the area code on line. It was at that point that I called the number back and I easily reached CCO Mortgage. I was encouraged by a recorded voice to "share" any concerns or ways they could improve their service and my experience.

We have been paying our mortgage on time for 18 months, and just last week, we received a letter from CCO stating that our escrow account was 5000 dollars in the red, and because of this, our mortgage was being increased by over 750 dollars a month for a period of one year. When I called the company and told them I could not afford an increase of this amount, they first suggested that I could expand my payments to 24 months, but the amount would be approximately 640 dollars a month more. When I asked if it could go further, they said it could be extended to 36 months, but the cost would then be 480 dollars more a month.

I had my mortgage with Charter One Bank and they would go into my account every month and take out my payment. Charter One Bank sold to US Bank at which time I called the bank and was told it would be a smooth transition and that they would not leaving me hanging. Imagine my surprise in September when I received notice that my mortgage had not been paid for the month of August and Sept at which time I called thinking I was calling Charter One Bank. I was told my mortgage was sold to CCO Mortgage and that this was my fault because I did not update my information. I inquired how I can update something I did not even know happened.

For roughly 12 years my wife and I have made every payment, even paid the home equity loan off early. The loan officer who is long gone with the office which is since torn down in Plattsburgh treated my wife and I like crap. Yet we never missed a payment, we kept our word and agreement. Past two years tried to re-finance the house not due to financial issues but for a better deal since our interest rate was extremely high. Again CCO mortgage wanted to take advantage of us and charge max rates and everything, plus the closing was extremely high so we left due to a better offer. We closed on August 20, 2014 roughly 16:00 hours, therefore the loan was paid in full, promise kept.

Paid my mortgage now for 10 years never missed a payment. Just got laid off in February. Made payments to April. Wasn't going to be able to make May's payment. Called for a 1-month deferment hopefully. They don't offer any assistance for troubled homeowners. They told me I will have to pay late payments and will be reported to credit bureau. So basically, I'm going to lose my home eventually unless I go back to work soon. CCO sucks. Thanks for nothing, you bloodsucking pieces of crap.

In late 2010, we knew that in about 6 months or so that we would begin to have some issues in paying our mortgage in full, so we called our mortgage company, CCO Mortgage, and they were very rude, unhelpful and would not answer any questions or offer us any options. We found the "making home affordable" program online and saw that we qualified for it. We filled out all the paperwork and faxed it in along with all the supporting paperwork. We called and they said they would review it and let us know.

2 years ago my husband and I were having financial problems due to the economy. My husband's employer cut his commission. I contacted cco Mortgage. They advised me they could do a modification. We sent the paperwork, they said they did not get it. We sent it again they said it was the wrong paperwork. We sent it again it took them to long to review it and they called and said they needed updated paper work that happened a couple times. Six months of paper work being mailed & faxed. We got a knock at the door. It was the sheriff serving us with foreclosure papers. Immediately called cco Mortgage. They advised me it was just a formality. I told them no this was no formality and demanded to speak with supervisor. They told me they they would have one call me back. I said "NO I want one now I'm not waiting." They got me a sup.

We sent in some paperwork to see if we were eligible for a loan modification. I had equity loans on my house. CCO Mortgage told me they had to change the equity to mortgages. But nobody said anything else. To my surprise over a month later I get a bill for the exact interest I was paying on my equity loan with a late payment charge. I talk to the person that was suppose to handling the loan modification. I told her I don't agree with these terms. She told me tough I have a loan with them now and cancel the loan modification process. For three months I talk to people that had no authority except to argue with me. And for three months I haven't made a payment because I feel I don't have a loan with them and I was deceived by professionals. There is still no way to talk to anybody at CCO Mortgage, so we can get back on track. I got some calls from them to pacify me, only because they sent me a letter that they're in the process of foreclosing on my house. I'm not a smart person and feel that CCO Mortgage are nothing more than predators. Who can I go to for help?

Being a faithful and always on time customer for over 20 years, I have come to learn the dark side of CCO mortgage. Having encountered some financial difficulty in the past year, we couldn't make our property tax payment on time, so I contacted our auditor's office and made arrangements to become current, sent a copy to CCO, and thought all was well...

When we applied for our mortgage, up to a week before closing we were given a figure for our PMI. Then the week before closing they increased our PMI considerably by nearly $100. They said that my credit scored dropped and put us in a higher risk category. My score was 1 point below the required min to not cause an increase. SERIOUSLY? Well when you have pulled my credit numerous time over 3 months while trying to obtain the mortgage. Of course it's going to decrease on the last pull. So that increase will cost about $24K over the "7 years" or until we have 21% equity. Which will likely extend past 7 years, because I'm sure that will be World War IV to try and get them to remove it.

I have had my mortgage with CCO for the last 10 years, have never made a late payment, have never asked for assistance. I was put on short term disability 3 months ago, and will be on it another 3 months. I am receiving about 40% of my salary minus tips and am running very low on savings. I called to ask them for a 3-month reprieve until I get back to work. Basically they said, refinance or default, end of story - really? That's all they can do? I wonder how they would feel if they were in my shoes. So, if I don't find the money somewhere else, guess the house that I have paid on for the last 10 years will go into foreclosure - so sad, aggravated and annoyed. Who is looking out for the consumer?

About five years ago, my line of credit mortgage was transferred from Countrywide mortgage to CCO Mortgage without me knowing it. I have paid these people and my mortgage stays the same. As a matter of fact, it goes up. I had had it when one day CCO Mortgage called me regarding a late payment that I had made and I had received verification by email that they had received the payment. The representative was stating that I owed all of this money still for a payment. I told her that they had received it because I had email confirmation and she went on to say that there were late payment fees due so I read the email that I had received and she said that the late payment was not included in the payment and I told her that it was.

I've been a customer for over a decade. I have a mortgage with CCO as well. Without getting into too lengthy a blow by blow, let me just say that my Branch Manager, Alaina, doesn't have a clue about customer service. She passed the buck to her regional boss, a "Senior VP", by dishing out a phone number. There’s no offer to do a conference call, no offer to be my advocate, but just excuses for her lack of power or interest. When pressed, she admitted that the VP wouldn't be available by phone, and any call back would be from an Administrative Assistant. Any problem would take a week to address.

We started the refinance process for a 30yr fixed mortgage in April of 2012. An appraiser came out and gave an as is appraisal noting 9 windows needed maintenance. We have a 130 year old house, so this is not really a surprise. CCO told us that they couldn't complete our refi unless we replaced all 9 windows and gave us a due date in July 2012. They said if we completed the windows and notified them by that date, they would have the appraiser go back and take pictures of the completed windows and we would close the end of July.

I applied for a home loan modification in March 2011 but withdrew my application before any decision was made. I remained and continue to remain current on my mortgage payments as CCO Mortgage customer service admits. However, they are erroneously reporting to the credit bureaus that I am making partial payments, which is clearly not the case. When I called customer service, I am passed to loss mitigation, then back to customer service, and no one knows how to fix the problem. They admit the error but told me a "computer" reports this information and I should try and fix it with the credit bureaus. This has become a nightmare. I have been turned down for a low-interest refinance loan due to this error on my report that CCO admits is their fault but seem unable (or unwilling) to fix it. What can I do? I was turned down for a low-interest refinance loan and my credit score has dropped from 750 to 704.

In October of 2009, I applied for a loan modification on my home. The loan was written up and mailed to me for my signature. The loan offer from CCO reduced my payment by only about $100 and added an additional 20 years on to my current 12-year mortgage. This did not make any sense whatsoever to me, so therefore I declined the loan. CCO changed the terms of my loan although I never signed the contract. CCO included my property taxes and Homeowner's insurance, which I have always paid separately. I continued to pay my original loan payment and am current with every payment. CCO calls me several times a week asking for the shortage of payments of $3600. I received several letters from them and the last certified letter stating I could lose my home.