Franklin American Mortgage Company

bernie g 

on BBB

3 years ago

As a 20 year business customer, Ive watched their customer service disintegrate. I've called and get a rep who has no clue how to solve anything, transfers me, on long hold, and then next rep says call a different number, another 20 minute hold. Why is my time of no value to their bottom line? If they spent some of the money on supporting existing customers , rather than spending all their profits aquiring more banks, they might be a responsible bank. Right now they are amongst the worst. 

KL G 

on BBB

3 years ago

They took a auto payment on a closed account. Spoke with 7 different people in 7 different departments and not a single person can tell me where my money went. They stole my money and have no record. I asked for the final statement of the auto loan and was refused. I logged into this account on March 3, the auto payment was taken on March 29 and today the account can not be seen on line so I can verify where the money they took actually went. Shady 

Laura B. 

on BBB

3 years ago

Awful! I have legal guardianship for my elderly Mother who has dementia. I have provided court signed documents to show this fact. I have sent them in the mail and faxed them at Citizens request. But after over a month we still cannot make contact on her account. **************** is useless. Their process is awful and they should NOT be dealing with the public. Go to another financial institution. 

Roberto V 

on BBB

3 years ago

My mother has been with this bank for many years. She has been declining in health and had a stoke some years ago and for the past handful of years I've been trying to handle her money at this bank. She is on ssi and now at 87 years old she can't go to the bank to withdraw money. I've been on her account for this purpose and can't believe and understand why I'm put through the grinder by a couple of tellers, especially the one who has been there for years, to the point I walk out without my mother's money. Anyway, I think th... read more

Diane F 

on BBB

3 years ago

This loan for monitoring equipment was placed by Vivint alarm company unknown to **** began to realize something was wrong after I notice double dipping into my bank account by this Citizen group.Upon further invesigation and a lot calls, I was informed I had a loan for the equipment on my home. Some of the equipment was mine...Thay just took it over...now I am being charged for it.I have made an attempt to get a copy for the contract I was told I signed without success I was talked to on more than 5 occusions in a hostil ma... read more

Louis P 

on BBB

3 years ago

AVOID THIS COMPANY Citizens bank has provided me with one of the worst experiences of my entire life. After making an extra payment on my car loan I was sent to collections because their "system did not recognize it". After spending over 7 hours on hold, speaking with reps and supervisors they assured me that my EXTRA payment would go toward the next payment and provided me with a confirmation number. Several days after the payment was supposed to be processed to my account I received a message from the collections departmen... read more

Jessica B 

on BBB

3 years ago

I recently refinanced my home mortgage in ****** and Citizens Bank is my new mortgage company. My refinance closed around the same time as my property tax payment was scheduled to go out. My mortgage broker made it very clear to Citizens that my taxes would be paid by my previous bank, but two weeks later, after my loan closed, Citizens paid my taxes again resulting a negative escrow balance. When I brought this to their attention initially, I was dismissed. Even when they were shown proof in the public record that they'd do... read more

Zot B 

on BBB

3 years ago

Citizens bank is a disaster. I was migrated to the bank by **** without my consent. The entire experience has been horrendous. I had to call them up at one point and waited on hold for 1:38. Once someone came on the line, they were rude and talked over me with broken English. They canceled my **** credit card (my main card) and were supposed to replace it weeks ago, but didn't. I even called them and they promised to send it, nothing for two weeks and no follow up. I'm without that credit card now. They also can't even seem ... read more

Judith A 

on BBB

3 years ago

I have been on hold for over 30m minutes (expected wait time 60 minutes) listening to the same message over and over and over again. I am calling a number that an email from the bank told me to call immediately because of a pay-your-**** service issue. I have scheduled a monthly payment with the bank, which has reportedly sent out three checks, none of which have been received. No wonder the reviews are so poor. After over 20 years with Ccitizenb's, I will be looking for another bank.