Citizens One Home Loans in Glen Allen, VA

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'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.

illegal, fraud, auctioned home off behind my back for the benefit of the equity...all this is going in every paper and every news channel. house is under investigation because loan was denied to begin with. they approved it when they saw there was twice the amount of equity in home, so they put private mortgage insurance on it in which they collected every defaulted payment. do not associate your name with this bank. they are a cut throat straight up dirty bank and THAT IS A FACT!!!!

Monitor your payments. I just found out that my credit score was lowered because although I was paying far in advance of my grace period, the payments would post afterwards and make it appear as if I was late and reported. I should have known because I would wonder what was taking so long to post to my account now that I know I will make sure the BBB knows

Almost impossible to reach a living person on the phone. Sad that the reviews are so bad for this bank. I would never do business with them.