Citizens, Home Mortgage

J _{on Google}

Mar 3rd, 2022

Customer service is a joke! I made my payment on the 3rd which is evidently their closing date. So they raised my minimum payment and reported my account past due for a missed payment. Reason being I paid on the 3rd of February and their system posted it as a double payment for January. No email notice no call nothing until I went to pay for March and found out I was past due. The customer service lady sounded asleep or stoned and also clueless.

Denise Anzalone _{on Google}

Feb 27th, 2022

I called the first time, was on hold for 55 minutes. I heard a click , thought it was going to be answered, nope, was disconnected. I have called back now and I have been on hold now for 70 minutes. This is really upsetting. What can a person do if you can't talk to anyone! My mortgage was sold to these people. ☹️

Matthew Alamillo _{on Google}

Feb 26th, 2022

Terrible Service!

Josh Campbell _{on Google}

Feb 16th, 2022

They Have screwed up my payments multiple times reporting me late when I have never missed a payment. Several years of trying to fix it with little to no results.

Michael A Araujo _{on Google}

Feb 27th, 2022

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.