Franklin American Mortgage Company

ca p 

on BBB

2 years ago

just plain sucks! How is anyone supposed to entrust a business with their money if they can't even get their website to work?? Every.single.day I log in to check my account (hello scammers) and it takes me, literally, sometimes 20 times to log in and I STILL can not get on. On days where I can finally get on, I've already tried 10 or so times. I've tried a number of different ways to sign in, when it finally does work the way I signed is not consistent. What the living ****?? Get your act together Citizens!! Everything was f... read more

Bruce K 

on BBB

2 years ago

I went into lobby of ************, **** branch day after I buried my mother with her death certificate in order to remove her name from my account. Now I'm nearly 63 years old and am diabetic and suffering from balance issues(vertigo),I also am half deaf and speak loudly. Went up to counter to take care of business, talked to the other 2 folks that were also behind counter, was told to sit down and wait 10 min. Finished my business, walked outside to be met by 3 ************ cops ready to put me in cuffs apparently the head ... read more

Dorothy S 

on BBB

2 years ago

Terrible customer service never in my life have I ever had to wait 3 weeks for a check to clear especially when all the information was submitted and I still havent gotten it and the manager kept trying to over talk me , was rude, dismissive and very nonchalant. I will be switching banks very soon. 

Kenneth B 

on BBB

2 years ago

If I could give them 0 stars I would because of how s***** they treat their customers and not willing to work with them at all on an auto loan if they end up getting behind a month and half all they care about is getting their money. They could give two s**** about anyone else but themselves and put their customer in a terrible finanical strain. DO NOT RECOMMEND STAY AWAY FROM THEM. 

Kayla W 

on BBB

2 years ago

We have a mortgage loan with citizens that was automatically transferred to them when we bought our home. There are no local branches within 100s of miles from me, no online chats, and getting someone on the phone takes a long time. Then you can barely understand them because they barely speak English. Somehow our auto pay was turned off and we missed two payments! My credit score went down 50 points. We didnt turn it off.. I hate Citizens 

Dee C 

on BBB

2 years ago

**************** is pointless. ************* holding for a supervisor to find out they cannot help. I apparently did not read the fine print, on line, when signing up for a bonus if Iopeneda checkingaccount. I direct deposited over $500.00 in 42 days. Fine print states a one time direct deposit of $500.00. No one was willing to work with me or help me out. I will be closing my banking ASAP. To bad I have direct deposit going to this horrible bank. 

James B 

on BBB

2 years ago

I applied to Citizens One (Citizens Bank's mortgage entity) for mortgage forbearance in May 2023, and received a letter dated July 5th saying my it was approved.The letter clearly stated that my payments for Aug, Sep, and Oct would be zero, and that no late fees would be assessed and it would not be reported to the credit agencies.It gave me 35 days to return a signed form accepting the forbearance terms, and I returned that to them on August 2.Nevertheless, I was still charged a late fee for my August payment. Now I'm conce... read more

Marsha D 

on BBB

2 years ago

On 8/26/2023 I received an email notification from Citizens that the cc I had on file did not go through and that I needed to log in and make a payment. I logged in and noticed that my payment for July apparently didn't go through either. I made the payment right then and there to bring the account current. On 8/30 I received several notifications on my cell that my credit score dropped by 39 points and an account was updated. Upon further investigation, Citizens reported my account as 2 months past due (after payment was ma... read more

Karen H 

on BBB

2 years ago

Terrible customer service. They do not want you to pay off your mortgage early. As soon as you make a dent in the loan they raise your escrow payment amount even though there is enough in escrow to make the payment and the one after at the current rate. The customer service people do not know anything and you can never speak to a manager.