I applied to renew a 10 year HE Loan in May 2016. September 2016 the application still hadn't been determined. I was given multiple excuses such as loan office left without notice. Calls and emails to the Copley Boston Branch were not returned. The Chairman's office tried to help. Each time more info was requested. This on a $2M Home with no mortgage and credit scores over 800.Finally it was approved but for $100K less than originally projected by the Bank based upon ratio of income to debt. I have no debt other than the HE loan which would have been more than covered by the equity in the home. Without reservation I would say "Stay away from Citizens" I tell this story to all my friends and neighbors around the Copley Sq. area.