Business ProfileforCitizens Financial Group, Inc.

Citizens bank mortgage department is not a local bank. Do yourself a favor and visit a local credit union. You cannot make a mortgage payment at a branch. I called the mortgage department on June 10 to let them know I have a new home insurance policy. I wanted the new policy paid from my escrow account and not my old policy that I would be canceling at renewal on July 15th. Well Citizens assured me the new policy would be paid that they already had the new policy from my insurance company. You guessed it, they paid the old policy. I paid the new policy with my credit card so the policy didnt cancel and told Citizens escrow department. They told me they would pay the new company. They either do NOT listen or cannot comprehend a sentence. I had to tell them again that I already paid the policy and I did not want my escrow account to be short. Then she told me if I wanted my insurance escrowed next year that I would have to talk to someone in the mortgage department to set up escrow payments ????????. I had to tell her my account is already set up for escrow, it was when I signed my mortgage ************* wasnt talking to anyone else. Then I asked to talk to a manager, I was on hold for 11 minutes to then be told all the supervisors are in a ***************** would call me back. Yeah, lets see how long that will take..RUN far away from Citizens Bank. If rates were not so high, I would be refinancing today with a LOCAL bank or ************