Citizens One Home Loans Telegraph Rd, Glen Allen

I'm a former customer as of 2021 and was trying to get a hold of someone in their mortgage department to obtain a copy of my 1098 while having a loan with them. The phone number advertised for the Mortgage department, which is on their website is different than the number on their App, which I still had installed on my cell. I called both numbers and to my surprise, Citizens bank has decide that trying to sell me cable internet, dish network, car insurance, home insurance, etc is a great way to place it in the prompts before I can get to someone. But guess what? The call ends in an automated prompt where I can't get to choose an option to speak with a human, so it drops the call. I have never in my life had such a bad experience in getting customer support. I finally tried calling Citizens banking pretending I needed help accessing my account online for a checking account and spoke with a live person, who then gave me some other number. That other number was not the mortgage department. So they gave me another number and then I at least had the option for a call back, but when inputting my number they could not process callback at this time so asked me to hold in queue until someone can answer the call. I've moved my loan with LoanDepot and called their support line and phone was answered in less than 2 minutes, but they did not have the records I needed for mortgage interest under the previous lender, Citizens Bank.

Is there a way to leave less then one star. People beware of the this company. They will rob you of your own money and act like they understand! Who can understand not eating for 10 days until they can credit back a double mortgage payment. What are us hard working Americans supposed to do?

I was on hold over 2 hours to be told, "the check was mailed yesterday." We sold our home in June 2021. It's January 2022 and I'm STILL dealing with these people about my money (refund). GIVE ME MY MONEY! 2 hour hold time is just ridiculous. The lady that took the call was nice (the reason for 2 stars versus 1 star) but I was already annoyed by the time she got on the phone.

How is this bank still in business? This place is a joke! They are trying to say that we are 9 months behind on our payments, when we have proof through our bank, that the payments have been made. If we were really behind that far, they would be trying to reposes it! We have been trying to straighten this out for almost TWO YEARS! We are worried about switching to another mortgage company, because we can't even see what we REALLY owe on the loan! Nothing is correct. We have asked to receive statements back to January 2020 to see where they have applied all of our payments. We can't get on line to check it, and no one can give us a clear answer as to what is happening. Now they don't even send us monthly statements that would have a payment slip to pay against, with our amount, etc. Beyond frustrating. Sometimes we will get something from insurance and taxes too, because apparently, they aren't paying them on time either! How do we get this straightened out, when Citizens will not take responsibility and will not give any information. This is scary!

Customer service is a joke! I made my payment on the 3rd which is evidently their closing date. So they raised my minimum payment and reported my account past due for a missed payment. Reason being I paid on the 3rd of February and their system posted it as a double payment for January. No email notice no call nothing until I went to pay for March and found out I was past due. The customer service lady sounded asleep or stoned and also clueless.

Quite possibly the worst customer service I’ve ever encountered. The phone connections are poor and the people you speak to have difficult to understand accents. I would much rather communicate via messenger but that isn’t available. The app isn’t user friendly and doesn’t address all concerns. I wish I never had to deal with this mortgage company. Absolutely unacceptable.

Prior their upgrade, the servers were working decently. At least I wasn't having issues, however, after their upgrade, it has been a nightmare! I wasn't able to login after entering my credentials and know they were correct. After waiting over an hour for a CSR, they eventually told me that they were upgrading their servers. Whomever was dealing with the system upgrade (s) did a poor job!!!! I had to create a new account and was never notified about any upgrades. At the same time, they screwed up the payment method to pay for the mortgage. I don't know how they added the old bank payment information as I had updated it with the new bank information since OCTOBER 2021, and in January's mortgage payment, they were charging it to the old account and was charged over draft fees from my old bank and Citizens as well! I paid NOV and DEC with the new account information. This bank is pathetic and will be refinancing some where else!!

I did not originate my loan through them but my loans sold to Citizens and I have never such a frustrating time. I'm locked out of my account and cant get in, the number for support automatically hangs up when I call. I didnt ask for this mess but I'm forced to live with them.

iF YOU ARE LOCKED OUT OF YOUR ACCOUNT; READ THIS!!! I went to log into my account today and it said they could not find my User ID. After trying all the basic troubleshooting, I kept getting directed to call customer service. After a LITERAL HOUR on hold listening to the worst hold music ever, I decided to check the google reviews. Luckily someone else who had the same problem as I did was nice enough to leave a review saying that Citizens One has done a system update and requires you to re enroll in online banking. So, download the app and click enroll. Make a new account and you should be all good. I am giving one star because there was no information about this update AT ALL. THEY JUST DELETED MY ACCOUNT, KICKED ME OUT WITH NO DIRECTIONS, AND WASTED AN HOUR OF MY TIME ON HOLD. How hard would it have been to send an email informing your customers of this change.

I called the first time, was on hold for 55 minutes. I heard a click , thought it was going to be answered, nope, was disconnected. I have called back now and I have been on hold now for 70 minutes. This is really upsetting. What can a person do if you can't talk to anyone! My mortgage was sold to these people. ☹️

This the absolute worst mortgage company I have ever had the experience of dealing with. From the first 60 days of this loan they messed up both my bank account numbers not once not rice but 5 different times. then when you call on the phone its a minimum of 30 to 45 minutes of talking to someone you can't even understand before you can get anything done. I thank God I refinanced and got away from them.