Citizens One Home Loans Telegraph Rd, Glen Allen

**SCAM ALERT!** I reached out to Franklin mortgage only to find out they had been purchased by Citizens One about an FHA Streamline refinance. I was contacted by Greg Wright almost immediately who took some information from me and said he would get back to me regarding this option. I had to contact him the next day to see if there was an update and then again a couple days later. He claimed the "system" was down and sent me a screenshot of some numbers that made no sense to me. I asked for a detailed loan refi document showing all figures etc. I was sent that 2 days later after asking in email again if I could get those documents to review. I had an offer with Quicken Loans for $2000 in closing costs and a rate reduction from 4.825 currently down to 4.125% which i sent to Greg to review and see if he could beat it with $0 closing costs. He indicated he could and after 4 days I was sent loan application paperwork which i completed and the following day I received an email indicating i was to put several thousand down and the rate was 4.35%! Additionaly only lowering my payment $50 and adding almost $19,000 to my loan! I rejected his offer and indicated if this is how they will treat current customers I would look elsewhere. As of today I have done an FHA streamline refinance with Quicken Loans at 4.125%, $0 closing costs, and saved $182 on my monthly payment. Even more so it has only added $2,000 to the total financed loan for my home. Citizens One you are a joke and i will certainly make sure people are informed all over the web and social media on how you do business. You lost a home loan trying to be greedy and terrible customer service.

Horrible customer service, avoid like the plague, even though your mortgage was probably sold to them and there is nothing you can do about that. If you have a choice...absolutely do not go with Citizens One. Latest issue is that I was just on their phone line and could not get a customer service rep on the phone, but they did kindly offer me a call back 4 days from now on Friday between the hours of noon and 2pm CST. Thanks Citizens One, you are totally killing it

One star isn't even appropriate in dealing with this organization. Customer Service is useless in dealing let alone correcting problems that Citizens themselves created. I don't recommend anyone consider them for a home loan.

Terrible customer service they keep you on hold for hours and they locked me out of the website. My loan was given to them but if you have a choice with these guys don't do it!

Impossible to reach anyone. When I got through they would transfer me. The last attempt, I was given the phone number for Lending Tree, which doesn't make much sense.

Mortgage was sold to them from CapCenter. Was sent paperwork weeks before first payment was due with the loan information. Set up payments through my bank and verified through the Citizen One Home Loan app that the payment was processed. No issues here.

They just bought our mortgage through Cap Center. Sadly, what a joke. They claim to be a mortgage company, yet they offer no, zero zip nada way to pay online! I do not have much faith in a company in 2020 (almost) that has not yet left 1990. Come on guys, it is not that tough! Based on the reviews here, sounds like I am in for quite a ride with them, hope they sell the loan again soon!

Do not use Citizens for your loan - I have never in my life experienced such poor and consistently poor service from their supposed customer service team - a non- engaged manager Sharon Squire - who does not return calls and has been incredibly frustrating to contact. Their staff - occasionally pleasant - cannot answer a simply question and seem to make stories up as to why they cannot get someone - a manager - to help resolve issues. Horrible experience - still not resolved and getting more and more frustrated dealing with them. Do not recommend!!!!!!! Another day and another day without a call back despite my contacting them - AMAZINGLY POOR!

I received a letter in the mail from Citizens One Student Loans regarding the consolidation of my student loans and the possibility of lowering my interest rate. I called the number and was disconnected without me ever speaking to someone. The second time I called, I was connected with a representative who was VERY rude. I gave her the benefit of the doubt twice but the last time I just couldn't take it. I ended the call abruptly and will be shredding the letter they sent. I should've paid attention to the sign and not called back....

I'm still awaiting a final payoff letter from Citizens One, formerly CCO Mortgage, and it improperly threatened to charge me a fee. I need the payoff and lien release ASAP because we are trying to close escrow on the subject home. I have asked for the account to be closed several times, including in writing. I did not even know I had an account with CCO Mortgage. Bank of America transferred my 2nd mortgage there several years ago even though I paid off the debt with Bank of America. I only found out about it because the escrow company discovered it during escrow proceedings. After one of my many calls and a letter to Citizens One, they again confirmed that my now home equity loan has a zero balance. They then faxed me a statement showing a $25 balance for a fax fee, asking me to send them a certified check to close the account. I called to contest the charge because I had never heard of or authorized it, and a supervisor agreed to reverse the improper charge. She also said she would have the company fax me a final payoff letter to close the account the next day. I still do not have that document, and it has been a week.