Franklin American Mortgage Company

Joshua R. 

on BBB

3 years ago

Citizens does not correspond with its borrowers. I'm a cosigner on my daughter's student loan. Citizens stated they made attempts to correspond on a late payment of $114.34 for an interest payment, however I never received any correspondence either by phone, email, or mail. My daughter's loans are in the grace ****** as well as she just graduated. They sent this to collections after 2 months. I only found out through a credit monitoring service after my credit score dropped 70 points!! I immediately paid the total plus fees ... read more

Scott E. 

on BBB

3 years ago

I currently have a equity loan with citizens. I tried to refinance a few years ago. The process was going smooth, they assured me everything looked great until I receive a letter telling me they were rejecting my loan. I now applied for a line of credit on my investment property. They had someone contact me that they were overlooking the application, sent me documents to sign, pulled my credit report, waited 3 weeks and now tell me they don't offer the loan type on my property. 

James C 

on BBB

3 years ago

0 out of 5. Worst bank I have dealt with. Had an account moved to this bank from another Institution and they immediately marked it as a Dormant Account and start charging fees and then when trying to contact customer service was on hold for a long time. Then initially lied to on multiple items, refusing to close the account. Until after an hour I finally got a hold of a "manager" and could close the account. Very shady business practices telling you they can't find the account, then telling you it is dormant so they can't d... read more

Customer C 

on BBB

3 years ago

Horrible, horrible, horrible. I got mixed up with these people through BJ's. I registered my account with them back in March and found out today my account "mysteriously" was not registered and I could not get in to make a payment until I contacted customer service who informed that I was late and it was affecting my credit rating. I will be paying them off asap and never doing business with them again. Buyer beware!! 

Sarah B 

on BBB

3 years ago

Citizens is impossible to work with. We did not choose this bank, rather had an account bought by them from another bank. You sit on hold for hours to talk to someone, only to have them put you on hold again. We had a transfer of money TO their bank get rejected for seemingly no reason. I spent an hour and half on the phone to get it resolved, was told it was fine, only for it to get rejected the following day. They have a chat function on their site that doesn't actually do anything. If you could leave 0/0 stars I would hav... read more

Claudia M. 

on BBB

3 years ago

Worst company to have a credit card with. I had a credit card with them for almost 3 years and only because one payment got reversed I was told that because it was not honored the account was closed. I would not give anyone an advice to stay with citizens or have their credit card. Worst company ever. The customer service was rude on the phone and pretty much made it seem like they dont care that my account was closed without any notice. She said its citizens policy to close accounts if the payment isnt honored. 

Bernadette V 

on BBB

3 years ago

I did a loan modification and made my payment on time. Citizens still reported me to the credit bureau as a late/non payment. When I spoke to **** at Citizens he was rude and wouldn't listen to what I was trying to explain to him. After looking at my file, he transferred me to some other ***** and it was not the ***** I needed. I was transferred again and was told that my credit would continue to be impacted until the laon was paid in full. Now when I did the modification I was assured that my credit would not suffer. Appare... read more

Daniella O 

on BBB

3 years ago

We were longtime **** account holders (over 10 years). Since **** transferred our accounts to Citizens Bank in February 2022, it has been extremely challenging and almost impossible to connect with customer service online or by phone. I had joints checking and saving accounts with my husband and son. We were unable to access our accounts online; only one of us was able to successfully log on to our accounts online or through Citizens mobile app. Citizens sent us duplicate debit cards (with different card numbers) and checkbo... read more

Felix W 

on BBB

3 years ago

They kept allowing charges to my account to go through without enough funds and charged me in excess of $300 within 3 days and never waived the fees after my request.