Citizens Bank Wales Ave, Massillon

Just wanted to leave a review telling everyone about our experience with Citizens Bank on Wales Road in Massillon, under the loan officer Rob Sanatore. Just a warning, do not allow your buyer to use Citizens Bank for their loan unless you plan on carrying two mortgages for 5 months! We signed our loan agreement on January 17th, 2020 and was supposed to close on February 16th. Our buyer bought our home the first day it was listed on the market with a pre-approval letter from Citizens Bank. 30 days after the contract signing we hadn't heard anything, but figured it could take a few extra days, so we let it slide. After a few weeks of no communication between the bank and ourselves, we contacted Rob. He assured us it would be "just another week or so" and that everything was ok. It was just taking a little longer due to a mistake that they didn't catch in the beginning with the buyers finances, and they had to do a different type of loan that took a little longer. A week went by, and still no word from the bank. Our buyer had contacted him several times as well trying to find out what the hold up was. He stopped taking our calls and calling us back, so we eventually had to reach out to a manager at a different branch to get a hold of him for us. She called us back and said he told her to tell us again, "Just another week or so." (His favorite line) Now here we are months later, and we finally made some head way and was supposed to close this past Wednesday... May 20th!!! Yes we are into May now!!! He informed us she signed her contract, but they needed to wait an additional 3 days in case she wanted to back out? So here we are on Friday, 2 days passed our close date, and still no word from him. He's "Still waiting on something," he says. It's Memorial Day weekend, and now they won't be back in until Tuesday of next week almost putting us into June, and we should have closed February 16th!!! This guy has had the worst communication skills of anyone we have ever had to deal with! We have sold several houses in the past few years being renovators, and have never, ever had a house take over 45 days to close. As a loan officer, in the event it does take this long, he should have been reaching out to the buyer and seller at the very least on a weekly basis keeping us in the loop on what was going on. It should have never been us having to reach out to him to find out what's going on, getting dodged calls, and the run around for months! We had 3 offers on this home and could have sold it by now. Instead, we have accumulated thousands of extra dollars in costs for having to hold on to it for 4 additional months longer than we should have. The next time we sell a home, if anyone with an offer has a pre-approval letterhead with Citizens Banks on it, we are going to decline and tell them to run. We have been beyond patient, only for the fact that this buyer is the sweetest lady and it is a start over home for her, otherwise we would have backed out and resold it a long time ago. And though this excuse has not been used, for those reading this review around this time frame, no COVID is not to blame! The lockdown did not start until the end of March and our loan was supposed to close mid-February.

Great Bank friendly people NO MISTAKES