Citizens, Home Mortgage, Glen Allen, VA

This the absolute worst mortgage company I have ever had the experience of dealing with. From the first 60 days of this loan they messed up both my bank account numbers not once not rice but 5 different times. then when you call on the phone its a minimum of 30 to 45 minutes of talking to someone you can't even understand before you can get anything done. I thank God I refinanced and got away from them.

Is there a way to leave less then one star. People beware of the this company. They will rob you of your own money and act like they understand! Who can understand not eating for 10 days until they can credit back a double mortgage payment. What are us hard working Americans supposed to do?

Prior their upgrade, the servers were working decently. At least I wasn't having issues, however, after their upgrade, it has been a nightmare! I wasn't able to login after entering my credentials and know they were correct. After waiting over an hour for a CSR, they eventually told me that they were upgrading their servers. Whomever was dealing with the system upgrade (s) did a poor job!!!! I had to create a new account and was never notified about any upgrades. At the same time, they screwed up the payment method to pay for the mortgage. I don't know how they added the old bank payment information as I had updated it with the new bank information since OCTOBER 2021, and in January's mortgage payment, they were charging it to the old account and was charged over draft fees from my old bank and Citizens as well! I paid NOV and DEC with the new account information. This bank is pathetic and will be refinancing some where else!!

I'm a former customer as of 2021 and was trying to get a hold of someone in their mortgage department to obtain a copy of my 1098 while having a loan with them. The phone number advertised for the Mortgage department, which is on their website is different than the number on their App, which I still had installed on my cell. I called both numbers and to my surprise, Citizens bank has decide that trying to sell me cable internet, dish network, car insurance, home insurance, etc is a great way to place it in the prompts before I can get to someone. But guess what? The call ends in an automated prompt where I can't get to choose an option to speak with a human, so it drops the call. I have never in my life had such a bad experience in getting customer support. I finally tried calling Citizens banking pretending I needed help accessing my account online for a checking account and spoke with a live person, who then gave me some other number. That other number was not the mortgage department. So they gave me another number and then I at least had the option for a call back, but when inputting my number they could not process callback at this time so asked me to hold in queue until someone can answer the call. I've moved my loan with LoanDepot and called their support line and phone was answered in less than 2 minutes, but they did not have the records I needed for mortgage interest under the previous lender, Citizens Bank.

How is this bank still in business? This place is a joke! They are trying to say that we are 9 months behind on our payments, when we have proof through our bank, that the payments have been made. If we were really behind that far, they would be trying to reposes it! We have been trying to straighten this out for almost TWO YEARS! We are worried about switching to another mortgage company, because we can't even see what we REALLY owe on the loan! Nothing is correct. We have asked to receive statements back to January 2020 to see where they have applied all of our payments. We can't get on line to check it, and no one can give us a clear answer as to what is happening. Now they don't even send us monthly statements that would have a payment slip to pay against, with our amount, etc. Beyond frustrating. Sometimes we will get something from insurance and taxes too, because apparently, they aren't paying them on time either! How do we get this straightened out, when Citizens will not take responsibility and will not give any information. This is scary!

As others have stated, if I could give this company less than a one I would. The customer service is beyond awful. I called with a basic question about my mortgage, which in fact was never answered. I first spoke with a pleasant female, however, it was nearly impossible for me to understand most of what she was saying. I requested to speak with a supervisor, and that person was a bully. The company says they record their calls, well unless their leadership trains this type of behavior by their leader employees, her attitude towards me was appauling. She was argumentative, rude and behaved like a bully. I am going to find out today if she did indeed lie to me as well. She stated that I could not find the answer to my question by contacting the closing company for my mortagage, and when I suggested that the answer may be in my set of closing documents, she stated that would not be the case, because it would have been a "VERBAL" agreement with the closing agent.This is absurd. Citizens One Mortgage states that they "may" charge me a .025 percent fee, but that they don't know without reviewing my closing documents. All of this is recorded and none of it makes sense. What is incredible is that any customer has to be confronted with either someone they cannot understand or someone who is argumentative and bullies its customers. Shame on you for treating customers in this manner Citizens One Mortgage and Bank.

I'm a former customer as of 2021 and was trying to get a hold of someone in their mortgage department to obtain a copy of my 1098 while having a loan with them. The phone number advertised for the Mortgage department, which is on their website is different than the number on their App, which I still had installed on my cell. I called both numbers and to my surprise, Citizens bank has decide that trying to sell me cable internet, dish network, car insurance, home insurance, etc is a great way to place it in the prompts before I can get to someone. But guess what? The call ends in an automated prompt where I can't get to choose an option to speak with a human, so it drops the call. I have never in my life had such a bad experience in getting customer support. I finally tried calling Citizens banking pretending I needed help accessing my account online for a checking account and spoke with a live person, who then gave me some other number. That other number was not the mortgage department. So they gave me another number and then I at least had the option for a call back, but when inputting my number they could not process callback at this time so asked me to hold in queue until someone can answer the call. I've moved my loan with LoanDepot and called their support line and phone was answered in less than 2 minutes, but they did not have the records I needed for mortgage interest under the previous lender, Citizens Bank.

Literally the worst mortgage company I have ever had. If you want to talk to someone in customer service, good luck. They always have a "high call volume" so you can't speak with anyone. All you can do is sign up for a callback in the future. The last callback that I had from them there was nobody on the line. I'm also not too happy about the handling of my escrow account. They show online that my hazard insurance was paid, but my insurance agent has no record of ever seeing the payment. I sold my house, and now I'm trying to track down where this supposed payment went. The company is a joke.