Citizens Bank Mortgage Rates

Citizens has changed my bill delivery method to paperless twice in the past two years. This was not done by my request. I much prefer paying my important bills by mail, that way I have a convenient record of the transaction. Over the years, I've learned from experience to become a scrupulous and frugal person. I also learned that if you watch a rat long enough, it will eventually lead you to its hole. For these reasons, I believe Citizens Mortgage is engaging in some questionable, if not unethical, business practices. I have NEVER changed my bill delivery method to paperless, by accident or on purpose. But my bill delivery method mysteriously changed the first year I had my mortgage through them and now, on my 2nd year anniversary, it happened again. Nor did I ever receive any kind of notification that it had changed. The first time this happened I was willing to give them the benefit of the doubt but now, their greed has found them out. I believe this because 1. They save money on the cost of printing and sending paper bills through the mail and 2. They generate revenue by creating inadvertent late fees that their consumers must pay; in my case, it is a $30 late fee if payments are not made on time. If they switch the delivery method and don't tell you well, who is the wiser? I've also read similar accounts of others experiencing similar misfortune. Luckily, I keep track of my payments using my own system and now, I believe I have caught them. If you are shopping for a mortgage, please do your research carefully. I rarely write reviews and I have nothing to gain with this one. If I were you, I'd think twice about getting a mortgage loan through Citizens. In my case, I had little choice as my mortgage was immediately sold to them right after I bought my house last year. So believe what you will but please, buyer beware. Take care and stay safe.

If I could give a zero, I would. Their customer service is horrendous! They’ve had issues with just processing my payment, whether it’s online or over the phone from the beginning of this loan. Always, always gets “returned”. They had too many numbers in the account. I’ve spoken to an enormous amount of people to try and fix it, but to no avail. They would always say " Ok, its been fixed!" but the next month, same ole story. I had finally fixed it (deleted all my info and re-entered it) and the last two months, no issues. NOW, I tried and get another loan? Guess what… I have late payments due to their incompetence… I called to speak to a supervisor, and what a joke. The girl is combative and rude from the git go. Won’t help, and I have to prove my innocence “who’d you talk to” crap.. Are you kidding me?!? I had also called earlier this morning to “someone will call you back” which no one ever bothered. I am super frustrated and devastated by their incompetence and unwillingness to help nor listen. I’m at my wits end to what to do. My credit is damaged, and they're the cause of it. FYI, I've been waiting for the past two hors for a call back and still nothing.

BORROWER BEWARE. Worst experience with a lender I have ever had. If this is not enough to convince you look elsewhere, then keep reading.

They pulled a bait & switch on me when I went to close. I did not even see my final closing docs until I arrived at my attorney's office and had 2 hours to close. The loan officer had included points on my rate which we had not agreed on before. Spoke to a VP and was able to get it adjusted back to the rate we had agreed upon. However, overlooked that they had included an escrow account in the closing docs to pay property taxes which I had explicitly told my loan officer I did not want or need. Then, because my property is a condo in a brand new building, they incorrectly forecasted the taxes I owed to be what the entire building was assessed at for the prior year rather than my individual unit's assessment. Imagine my surprise when I got a letter saying my monthly mortgage was doubling in order to right-size my escrow account based on their incorrect tax forecast. I decided to just close the escrow account and pay my taxes directly, which is what I planned on doing in the first place before my loan officer had slipped the escrow into my closing docs. I spent over an hour on the phone with them in an attempt to do this, and they said they would send me a package in the mail with the instructions on how to close the account. Imagine my surprise (again!) when I found out they wanted over $2k to close the escrow account. Spent another hour on the phone with a supervisor this time, only to be denied the ability to close the escrow I never wanted without paying the fee. Forced into using the escrow for my property tax payments, I then had to spend another 1.5 hours being circulated around various departments and at least 5 other (!!!) customer service reps before I finally got a competent representative in the tax department who acknowledged that their predicted tax amounts were incorrect and agreed to put in a request to resolve the issue (which takes 11 business days to resolve). Then after the 11 biz days I have to request an updated monthly payment from the escrow department, which takes another 3-5 days. Meanwhile, I ended up having to make the payment for double my mortgage and I may have to make another double mortgage payment next month if this business is not resolved. Bottom line is, DO NOT be blinded by the low rates Citizens offers as I was - they employ poor, untrustworthy business practices and make it nearly impossible to resolve their errors. Look elsewhere.

If I could give a negative star I would. Their customer service is the worst I have ever experienced. Their calls constantly drop and their agents never call you back. They use agents who have deep accents and its nearly impossible to hear them. I am 100% disabled vet and pay no property taxes and each year they screw up my records forcing me to pay back into property taxes and it takes me months of calling and yelling at these inept people to fix my paperwork. This is the worst company ever. Stay away. You will regret going with this company if you have to contact their awful support.

Horrible Experience trying to purchase my first home. I’ve been a loyal customer with citizens bank and have multiple relationships with them. I tried to purchase a home and received a pre qualified letter. Then was contacted to provide additional information to get pre approval. The home loans specialist very rarely was in contact with me throughout the process and after multiple emails I received an email stating that
Tmore information was needed and to log in. I went back to log in and there was a denial letter, I tried to contact the Home loans specialist numerous times after that and never received a response. What a shame they didn’t want my business land didn’t feel that I was worthy enough to explain anything. This bank sucks.

Stay away from this technology challenged bank. Cant register online to pay my mortgage. I tired multiple computers and browsers. So I try calling, it is an hour wait EVERY TIME you call. First time I figure they were busy so hung up after 10min. Called back at night and since it took over an hour the mortgage department was closed. Called back in the morning and it was still an hour wait. If this is what their customer service is like, I'll never do business with them again.

Terrible customer service - they changed their online system and locked me out of my account. I called and spent almost two hours on hold to get it fixed, was told that is was fixed and would be working the next day. It wasn't. Tried several ways to not have to sit on hold for over an hour again, only to be told they can't help me any other way. They created the problem, but I have to waste my time (again) to try to get it fixed. No option for online chat, no option to schedule a call back, nothing. Just sit on hold and wait. Would take my business elsewhere in a minute.

HORRIBLE! I have been struggling the last couple years, I admit it. A lot of people have, but I don't want to blame that on someone else. I am not looking for pity. I was scheduling payments but the scheduled payments just got magically canceled, like 3 different times. No one tells you, I just noticed money was not being taken out of my bank account. Last year my escrow was calculated as if I was paying to separate home owners insurance accounts. My monthly payment suddenly increased by $400. I will take some blame, I switched home owners companies and did not notify them. Never switched companies before, did not know I needed to. NO effort to help me fix the issue. Almost killed me but I dealt with it for a full year. Told them multiple times this was a huge issue as to why my payments were late. Changes have now been made to their website and I can't make the new profile they require. I'm on hold for an hour now... again. When a payment is late you get a late fee, I get it, but today I realized also a separate inspection fee??? The person I made a payment to on the phone, since I could not log in, didn't know what it was and had to check. After a moment she tells me that they send someone by the house to make sure it is not abandoned, and I have been charged this fee in the past as well. What? I keep up with them, they know what is going on with me. I have seen no person, is someone creeping around my house and I haven't been told? Was almost there, almost caught up. How with this constant horse doo doo? I refinanced a few years ago to pay off student loans and got stuck with this company. Kicking myself in the butt every month, can not wait until I am in a position to refinance again... just to get another company.

Oh... and after being on hold for an hour to fix my login / profile issue I just got a message that they are having issues and can't complete my call. To call back later. Click...gone. I think I am going to go cry in my pillow.

My loan was sold to this bank. I have been extremely dissatisfied with them since we were transferred. I had paid the mortgage payment online with their portal, but apparently missed a number in the account information. They did not inform me of this at all, sent me receipts and confirmation emails saying my payment was successful, then applied a late fee and returned funds fee the day after the loan payment due date. Nobody informed me that there was an error with the payment I made online until after they charged me several penalties. I had no idea there was any issue with the payment due to the confirmations and receipts I received.

I had a very bad experience with loan officer Deborah L. Weete (NMLS ID# 267206). Not professional and honest and upfront. She lured me to apply for refinancing my home and later kept on adding additional fee and points. With this experience, I am closing ally my accounts with Citizens bank.