Charter One Bank East Weymouth Stop And Shop
700 Middle Street, Weymouth, MA 02188
East Weymouth LocationGet Directions
Charter One Bank Branch Customer Reviews
Reviewed By Maureen+MMS Sep 4, 2014
Nonfunctioning Consumer Finance Operations
My client refinanced a home equity loan with RBS Citizens in 2011. Numerous trips to the local branch following the refinance has not resulted in obtaining a mortgage discharge. She has received two letters stating the loan is satisfied in full and that they are sending the discharge to the appropriate recording office. No discharge has been recorded. She is an older woman is summarily dismissed with the rehearsed corporate response that they would have sent her the discharge (their own correspondence to the contrary is ignored) or that she just has to check the Registry of Deeds as the discharge has been recorded. She can speak to no person in Consumer Finance because they don't like the old account number and tell her it is not her account number despite the fact that it is on all their correspondence. She went to another branch to ask about the old account number and the end result was them closing her current account, collecting a discharge fee and requesting Consumer Finance issue a discharge for the new loan. When I questioned them I got the same lame "we would have sent the discharge to the customer". When I said that was inaccurate and I had the correspondence to prove it we moved on to she needs to close the old account - despite the fact that the correspondence states the loan is closed and satisfied in full. He didn't want to see the correspondence - just wanted me to listen to the corporate rehearsed answer and I told him I wasn't going to listen to "would have, could have" info and I wanted him to actually listen to the facts. This would be comical if she wasn't scheduled to sell her house in two weeks. The legal department did not bother to respond to my request that they check their records and discharge the loan as required by Massachusetts law. With help having this skill level and complete disregard of the customer and the actual facts of a case you should not be in business. I give you no stars except then this won't post.Thank you for your feedback Is this review helpful?
Citizens BankReplied on Nov 18, 2014
Hello Maureen, I am from Citizens Bank's Office of the Chairman. I am very sorry to hear about your experiences, and I'd like to have someone from my team call you to learn more and to see how we can best help. Can you please email your name and a phone number we can reach you at to AskCitizensBank@citizensbank.com? (Please do not include any personal information such as social security numbers or account numbers in your email.) Thanks, Maureen -- we look forward to hearing from you!