I have banked with Citizens for several years and had always had faith in the expertise until recently. I had a mortgage and paid it off 3 years early well should I was trying to. I called 2 weeks ago to get Pay off on loan once I received the payoff I paid a large portion asked what my payoff was now she (have names I talked to bit will not share) said 717.93. I called back 9 days later asked for Pay off it was 729.36. So I told this person I wanted to pay off my loan and she told me how to do this on line. I said Now I want to make sure this is paid off I don’t want the money split up I done want another payment taken out. She said no I have emailed everyone to tell them you paid it off so the money will be distributed properly. I go online 3 days later to see I now have a payment of 200 some odd dollars. I called the bank and this person tells me that part was put in escrow and I need to pay the 200 and something plus an additional 29.00 for them to take their name off the title or as Lein holder. I said are you serious I paid the loan off I am not paying another 200 dollars so said let me talk to mangement to see if they will adjust the money you already paid. I said I would appreciate that. She calls back to tell me they won’t do that until I pay the 29.00 to take them off as Leon holder. I said seriously who does that. I said was this on my contract she said no I said so you just randomly request money when someone pays off their loan. Of course they had me hostage as I would have had to make another house payment had I not paid the 29.00 dollars. I just paid my car off and guess what they did not ask for any additional money to take their make off my the title of the car. I will be leaving citizens bank and up until today I would have recommended them but after today I would never recommend anyone to work with them.