Franklin American Mortgage Company

Kim C 

on BBB

3 years ago

OMG! More than 1 hour for waiting to answer the crazy representatives. Only to this bank I experienced to wait for more than 1 hour to answer my questions. 

Jackolynn C 

on BBB

3 years ago

If you have a deceased member in your family dont expect their customer service to help you inquire about any accounts thats need to be closed. I spent over 1.5 hours on hold for someone to tell me I needed to go down to a branch, even though I repeatedly said I live across the country from the closest citizens bank, and would be unable to. Thankfully, their customer is great at making a stressful situation more stressful. Thats definitely what youre looking for during grief. Theyre the only ************ encountered without ... read more

Lew S 

on BBB

3 years ago

Citizens Bank really doesn't rate one star. They took over accounts from **** and now no one can access their money or accounts and can not reach anyone to help.Worst service and banking transition every. 

Ryan K 

on BBB

3 years ago

I was an **** customer all my life until the 2/19/22 where they started to transition until the 22'nd. I thought nothing of it until as of today (less then a full day from my account info finalizing over) they immediately suspend my account and access to transfer funds!!!! I called immediately at 7am today and was waiting until 8:30am where the ** Rep told me they would transfer me over to "Maintenance" for further help to resolve the issue....they dropped the call on me. I called back again and waited another hour (no joke,... read more

Julie T 

on BBB

3 years ago

Clearly by reading these reviews, Citizens Bank does not care about their customers. I fortunately will be not be a customer for long, and am here to review their very poor service as well. I currently am trying to refinance my mortgage and trying to get Citizens to send information to my title company and it is like pulling teeth with these people! They have said they already sent info and provided tracking number, then come to find out a week later they didn't send it yet. But oh, they'll send it tomorrow with same trackin... read more

Vicki B 

on BBB

3 years ago

I have a truck loan with Citizens One. I am in seasonal work as landscape contractor in western **************. In spring and summer I try to get ahead on truck payments because ************** winter weather can really slow my cash flow in winter. Without informing me, Citizens One applied my extra payment to principal and charged me a late fee of $48.04 when I made my next payment! I called and nicely tried to get fee removed. I was treated with poor customer service and no help. As a small business I would never treat my c... read more

Carol W 

on BBB

3 years ago

Ive been calling every month since the summer of 2021 to make a payment on my deceased mother account and has had no setbacks since today. Since I do not know her full account number I provide her SS number so the representative can locate her account Ive been making the payments through my bank account and do not request any other account information. So when I called today to make her monthly payments and was told I couldnt because I could not provide her account number, this made me very frustrated. I explained the situat... read more

Jill T 

on BBB

3 years ago

We purchased a new car in April 2020 and our dealership went through Citizens One. The dealership collected a $150 title fee. We paid our vehicle off in July 2021 & we received a letter from them stating it was paid. It said that they would initiate the title release within 48 hours. It explained that the title handling varies per state & listed the states where the title is held by the **** Our state of IL was not listed under those, but rather "All others". It said that states with paper titles should expect to receive tit... read more

Toni D 

on BBB

3 years ago

I paid off my mortgage and now Citizen'sOne has closed my account so that I cannot access my tax statement in order to file my taxes. I've been trying to reach someone in customer service for half hour and still waiting. Why would you close my account and close my online profile? I still need information about my account?