Citizens Bank Mortgage Rates

Do not use Citizens for banking or mortgage. Have a mortgage with them on auto pay since 2015. Suddenly May 2021 we can't pay our mortgage. All payments are reversed. Payments are coming from our Citizens Checking Account, which they forced us to open with the mortgage. Concerned about staying current, we transferred over $3,500 from the Citizens Checking to the Citizens Mortgage, which was shown as removed from our checking account but was NOT credited to our Mortgage. We spent hours and hours on the phone, only to be shuttled between Banking and Mortgage departments. No one could explain or help us. Finally, they said that we changed the account number on the Checking account, which the online banking portal does not allow a consumer to do. They promised us a call back, which they did not honor. Do not do business with this company. They are the next Wells Fargo.

The most incompetent organization I have ever dealt with. It feels like there are a bunch of uneducated people on the back end that have no clue what they are doing. Even the title company I am dealing with is complaining about them. I am about to walk away and start over.

Avoid this company. They have very poor customer service and they have been trying to determine what my escrow amount should be for two years. They "forgot" to send the payment to my local tax office and had to be threatened with legal action to get the payment sent. Now they admitted they did not calculate my escrow amount correctly and want an additional $3,533.18. Buyer be Beware!

Worst bank no customer service. You will be kept on hold for over an hour no return calls even if the call drops. They will not work with customers easily all robotic menu systems when you need to speak with a human.

Once you speak to a representative, they will claim they cannot hear you. Or once you're talking to one their phone service is awful and constantly breaks up. It's like having VoIP system on DSL. The website is fine. Customer service is bad. Only went with them since my mortgage lender assigned them.

I have experienced TERRIBLE customer service with my mortgage loan and apparently the employees in the loss mitigation department are inept. I applied for a loan modification due to extenuating circumstances because of COVID, and was told it would take 30-45 days to process. I called at the end of December and was told it was still being processed. I called the middle of January and was told the same thing. In February, when I was told THE SAME THING, I got nothing the but the runaround when I told them I wanted a decision. On March 22, I was finally able to find out that they had approved us for something we did NOT request and that they had done NOTHING on the modification request. Due to the circumstances surrounding our loan, I had to know by March 31 what was happening. I demanded that they tell me something immediately and was told it would take ANOTHER 10 days. I asked to speak to a supervisor and was refused. BEWARE DOING BUSINESS WITH THIS COMPANY, especially if you expect your business to be taken care of in an efficient, timely manner.

Started my refi in August after almost 6 months I gave up. Lost documents constantly asking for paperwork I had already submitted they were lazy and inept. My wife and I went to our scheduled closing at a lawyers office that was filthy and waited 45 minutes only to be told they were not ready and needed to reschedule. The following week I had to prove I was still working( self employed) I have never stopped working in the 30 years I have had my business. We had our mortgage with Citizens for the past 15 years never late once thought it would be easy to refi with them(cutting our payment in half) wrong!!! Tomorrow I close at my home with Rocket 21 days after first phone call to them that’s how it should be done. Better rate and real customer service cannot wait to take my money away from Citizens Bank stay away!

Working w/them for a refi since July & the process has been very slow w/poor communication. I send multiple emails w/no reply.

My broker's assistant is absolutely maddening! Constant emails asking for the same information repeatedly, asking for information I don't have or have already provided, being too casual in his emails, and worst of all, having to use this absolutely clunky portal system to share documents. There are all sorts of signing in issues with various passwords, where I'd much rather just email the damned form to him. Not only would I not recommend Citizens for refinancing, I am seriously considering pulling the plug on this transaction and starting over with a new lender.