Citizens Bank Mortgage Rates

This bank is absolutely terrible. I have a new home loan 1 year old. The escrow dept was given written instruction not to pay the tax bill as the condo association bills were not yet split by the county assessor. They acknowledged receipt. Then they paid the entire condo association’s tax bill out of my escrow account. For 4 months I have been calling customer service. They are terrible no one can help you. No one will give you a work order or case number to follow up. No one will send you an email or call. Now I’m trying to refinance just to get away from this company and they have added the entire condo association shortfall in the escrow to my payoff amount, and no one not a single person can explain to me how I’m responsible for this shortfall and refuses to remove this. I explained that the county assessors office will not send me a refund because it’s for the entire association. DO NOT DO BUSINESS WITH THIS BANK YOU WILL REGRET IT!

After retiring in Washington state, my wife and I bought a home in Las Cruces. We had FL credit union for the first mortgage and it was a nightmare. We refinanced with Citizens Bank and it was the smoothest process of the seven homes we have purchased to date. I have to give credit to Jordan Lewis. She is an absolute pleasure to deal with, so I gotta give her 4 1/2 of the five stars.

If I could give negative stars I would. Please stay away far away from this bank for home loans!! Terribly incompetent. What should take a couple of months is now going on 4 plus months. Repetitive questions for paperwork already given. Dishonest practices. Out right lying to the customer. These “loan officers” are completely incompetent. Jason Suprenant and Stacy Merril. Albany, NY. STAY AWAY FROM THIS BANK

Was promised 45 days to close for refinance which is too much but I agreed to it. Today 4 months passed by and still processing. I would not recommend them for anything.

Terrible experience. It felt like this was the first time the team had tried to close a mortgage. Lost documents, repetitive requests, long gaps in communication and the rate wasn't very competitive - I was compelled to go through Citizens based on a partnership with my office but even with extra incentives, it wasn't worth it. Look elsewhere...

If I could give negative stars I would. This company does not keep records. I had to send them all of my records. They refuse to release the title to my house. The house I paid off three years ago. Had to send the documents to them because they lost it. This has been a month. I am now going to lose the sale of my house and the house I purchased because no one knows what they are doing. I cannot speak to anyone, they push me around and around and say “no one speaks to the back office” I am now taking legal action. This is disgusting and unacceptable. DO NOT PUT YOUR TRUST IN THIS COMPANY

stay away from them, there is no customer service on this company. i mean, one that will assist you with your loan needs. They do not solve your problem, they keep saying they are doing what they can. but they do not process your request.

This is my first 1 star review ever, NEVER seen unprofessional customer service like this before. I started my refinance back in June almost 3 month in and nothing is done. going back and forth for nothing. and my home loan office hangup the phone on me her NMLS ID #1538141 . and you will be lucky to get hold of her. This is BAD

Pretty miserable to work with. If you call, the representatives are pretty incompetent. Our mortgage was sold to them and thank God I never had an escrow account for them to manage. Every year like clockwork they threaten to purchase homeowners insurance on my behalf even though we pay the premiums ourselves in full, not even a payment plan. Desperately trying to refinance to get away from them. The only nice thing I have to say is that their website isn't bad. It's a bit easier to navigate than our previous one was. Still, I would prefer good customer service.

Worst mortgage experience of our life that we will be reeling from for years. Citizens Bank pulled their financing after issuing a commitment just days before our closing in late March after the Covid virus temporarily shut down our business. We had 130% of the entire purchase price in liquid savings and would have been able to make years worth of on-time monthly payments from our savings in a worst case scenario. Citizens officials treated it as if our business would never reopen again. Citizens treated the situation as if we were abruptly closed permanently. Agents were extremely busy juggling multiple deals and would re-ask for the same documents multiple times over which wasted much time. Communication was good, but you have to stay on top of them to move the process along, which was difficult. Underwriter was extremely tedious to a point that they acted like they were looking for an excuse to kill our deal even with 800+ credit scores and substantial savings. Once they pulled their commitment, we even offered to put a significantly larger downpayment and even pay a higher interest rate to save the deal, but it did us no good. Citizens Bank completely kicked us to the curb last minute when the Covid virus struck us, and now we are in litigation with the seller for a missed closing deadline. We are now paying litigation legal fees that would equal months worth of mortgage payments. Please AVOID using Citizens Bank for your mortgage and home financing needs at all costs. Biggest mistake of our lives was to work with Citizens Bank based on a personal relationship we had with their agent from knowing them for years. Never again.