Citizens Bank, Home Mortgage Office Madison Ave, New York

Do not use Citizens Bank for anything. They lost documents over and over again and could not get everything together for our closing when they had more than 3 weeks notice. Furthermore, their online website doesn't work consistently. I have tried to get into my account multiple times and their software takes me in a loop so I cannot get my USER ID or password. Furthermore, they won't let me close an account even with multiple letters asking them to close the account. They won't take email or written documentation. What kind of bank is this? They continue to charge us fees we weren't told about. THIS BANK IS A JOKE! We can't wait until they sell our mortgage to a legitimate institution. We would love if we could close our checking account rather than keep incurring fees. We have been trying for 6 months with no response.

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 crooks.

Citizens doesn't even deserve a rating of one. The most horrible customer service I have every experienced. No one can help-all I get on the phone is how sorry they are, but they are backed up and the system "needs to be updated"(they've been saying that for months on my mortgage information). I have had no resolution to my issue for six months. If I had any control over who has my mortgage, I would move it.

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.

Recently closed on HELOC, can't access funds to save my life :( every time I try to speak to a human being I get another automated message. When I was applying I got called even on a Saturday. Can't even get through to actual branch.

Waiting for info for an hour on phone! I want to pay my CC bill I need a place or a phone# to call it in!This Bank really is Worst than any one of the. s So happy I never went with them!!!!

one of the worst customer service in the banking business, stay away from this company, they loose documents, cant get them on the phone and when you do they are totally confused.

Not just this branch. Citizens' bank's customer service is a very horrific experience. What a waste of time. You are put on hold forever on the phone each time and still doesn't get you to the person that can resolve issues. Wasted hours each time on the phone with reps, one issue was delayed for years and months and still cannot be resolved. Rarely leave reviews for banks but this is the worst experience ive ever had. Take your money and go somewhere else!!

I currently have two loans with Citizens One. One loan on my primary residence is a 5 year ARM. When I was contacted by Alex Evans from Citizens One at the end of March regarding refinancing, because I would be getting an adjustment in July, I decided to go forward with refinancing. After providing all financial information over the next month, including all rental information, tax returns, etc., Alex indicated that I would need to take a distribution from my IRA of $50k to make the numbers work to qualify. At no point was there any indication that we would not qualify for the refinance, especially since we had just received financing in January for the purchase of a different property, and were required to take an IRA distribution, similar to this situation. In early May, Alex informed me that I needed to pay $555 for an appraisal which was done on May 8th. Again, no inkling that the mortgage numbers did not work. On May 25th, I was told by Citizens One that we did not qualify for the mortgage. I contacted Alex, who indicated he would speak with the Underwriter to find out the problems. Alex never got back to me again. I reached out to his supervisor Maria Esposito, who explained that she told Alex that we would not qualify, even with a $50k distribution, but would find out if a higher distribution would work. A few days later she told me that would not work either. She also indicated that the appraisal should not have been done and that the money would be refunded. After two weeks of unanswered phone calls and emails, there is no refund. It's amazing how quick Alex was to return phone calls and messages when he was trying to get a commission, and his supervisor is obviously, no better! For over a month they could see that they were not going to make this mortgage work, yet still let the appraisal go forward at the expense of the customer, and then they just disappear when it comes to correcting their mistake!

Horrible customer service. All my accounts are locked. Not an international bank.