Citizens Bank Mortgage Rates

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.

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...