Citizens Home Loan

response required

Per my mortgage agreement I am permitted to pay up until the 15th of each month without the loan payment being considered late even though it becomes due on the 1st of the month. The latest version of this app brings up your loan information with a large red triangle/exclamation point saying my loan payment is past due when it isn’t. Very annoying and appears to be a scam to scare clients to paying faster than actually required. When the payment posts on the 15th of the month the payment history indicates that the payment IS NOT late which is correct. So why say it is late on one screen when the history shows that it is not??? I have another mortgage with another large national lender and their app does not label your payment as late until after the 15th has passed- which is correct per the mortgage agreement. The previous version of this app did not do that and again- this update seems to be a deliberate change to cause clients unnecessary alarm. During the current national struggles under Covid-19 this is a pretty callous move. PLEASE FIX/CHANGE BACK TO PREVIOUS APP VERSION TO AVOID FALSE LATE PAYMENT INFORMATION.

response required

Itused to work fine and I used it to monitor my loan and make extra payments. Now, it has locked me out. It gives me an 800 number to call for service. That is the general number for the mortgage company and it’s impossible to get a person. It gives you the option of leaving your phone number so that they can call back at a specified time, but they never called back. I am now unable to access my loan or manage it through this app. Citizens used to have the loans on their main app as well, but they don’t do that anymore either. Very unhappy with the service and support for this app. Might need to do my refi elsewhere instead of here.

response required

This app is a case study in how to build an infuriating experience for the user. The login form is unusable. It doesn’t properly support autocomplete, the support for Face ID doesn’t work at all, and the password reset functionality is broken as well. I haven’t been able to log in to my account for months and support is extremely unhelpful. This looks and feels like it was built by the cheapest off shore engineering firm they could find and the quality of the app reflects this directly. I wish they would hurry up and sell my mortgage to another company so I can get away from their technology platform as soon as possible.

response required

I had to register twice on the app, kept saying “error please call 1-800 whatever” so I finally got through that part, created a user name and password only be told there’s an error again, so I closed the app, refreshed and went back in only to see none of it worked and will have to do it again. I hate that our mortgage was sold this company already, because I was looking forward to the ease of having the app to pay instead of having to get online every month to pay. App needs a lot of work.

It is always a nice convenience being able to hope on an app, and pay a bill. And this app accomplished that. However, there are ways it can still get better. It looks second grade. There are some boxes with text you can’t scroll through. I wish there were ways to visualize paying more towards principal, this saving this much... again, if you just need that convenience, get it.