Franklin American Mortgage Company

Helen B 

on BBB

5 years ago

I paid my car off in July in which the payment I made with the representative she stated that was,the final payment. I have been waiting for over a month now for my title. Received a statement in the mail stating I owe $94.23 called to find out what the balance was for, spoke with rep Diana rude, ignorant and not knowledgeable of the charges nor could she explain the charges. Ask for supervisor Diana stayed no one was available. Diana continue to speak rudely until I had to put her in her place. Customer is rude and ignorant... read more

Dina B 

on BBB

5 years ago

Macedonia branch manager is the rudest person I ever meet. I was to the manager would be able to help me with funds that where on hold . all I got is her rude and ***** attitude about there policy and that she couldn't help me in my time of need . this bank is the worst ...beware stay away get your money out of there and go to a reputable bank. Beware 

Jeneise C. 

on BBB

5 years ago

***ATTENTION! DO NOT DO BUSINESS WITH THIS BANK!*** THEY WILL TAKE YOUR THOUSANDS OF DOLLARS FOR AN AUTO LOAN AND THEN GET AMNESIA WHEN ITS TIME TO SEND YOUR TITLE! Who is responsible for the oversight of electronic lien releases for paid off accounts? I need corporate office contact information IMMEDIATELY, not the “back office”. I have been contacted by: Andrea (available 8:30am - 5pm) Reference ************ I recently traded in my vehicle and the dealer is requiring that I return the valuation given for the vehicle in my ... read more

Alin C 

on BBB

5 years ago

Very bad customer service on the dispute department. I called multiple times and I was told someone will call me back but received no callback. One time I spoke with someone from the dispute department and sounded like the rep was on the move, out of breath and banging noises in the background. I have multiple products with Citizens Checking savings CC and Mortgage but I am seriously thinking about switching. I had the dispute open over a charge from an airline that will not return the money after they canceled the flight. W... read more

Gregory A. 

on BBB

5 years ago

Citizens One Home Loans is a horrible company with ruthless tactics. They bought our home loan from another mortgage lender. I'm in the Army and was out of the country. They said they mailed a letter to my house informing me that my monthly payment would increase due to taxes, but my wife, who was home the entire time and kept ALL the mail, never received any letter from them. As soon as I was made aware of the change (only $100 difference from our previous months payment), which was 33 days later, I immediately corrected th... read more

Alexander B 

on BBB

5 years ago

Citizens One has a statement on their home page in their automated telephone answering service to the effect, "We're here to help during the pandemic." Instead, they're aiming to nickel and dime customers. They failed to notify me in a timely fashion of a home mortgage payment increase. I called and thought I'd successfully resolved the discrepancy over the phone. Nope. Several weeks after my phone call, I get a bill with a late fee arbitrarily applied. My last payment wasn't late. None of my payments were late. Is this comp... read more

Jon F 

on BBB

5 years ago

Horrific customer service. They bought our home loan from another bank without our consent. My house got hail damage and ******** ******wrote us and insurance check which I mailed to Citizens. They refuse to endorse our check and send it back so we can make the repairs because they "don't think the paperwork from ******** ****** looks offical enough for them". Even when I had a three-way phone call with ***** and Citizens with *****claiming that is the correct claim info, they refused to release the funds. Neither company wi... read more

Nataly G 

on BBB

5 years ago

This bank is always full. The man that is always standing inside and keeping watch is discriminate against women. I was standing in the space where the ATM is with my mom and sister because we each had something to do with a teller. As we are standing in there waiting to be let inside, another man comes inside to wait and taps on the glass. The man who keeps watch inside asks my mom, sister, and I “what is the problem?” Since us three females didn’t tap the glass, we didn’t say anything until he asked us his question again. ... read more

Nk E 

on BBB

5 years ago

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 ... read more