Consumer complaint received 2021-10-29
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA
Product: Debt collection
Sub-product: Credit card debt
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint:
This Citizens Bank credit card account ending in XXXX was one of four accounts involved in banks exploits in taking control of my money starting with not following my payment orders to lock all transactions in and out of account and bring account balance to zero back in XX/XX/XXXX. I was closing all my citizens accounts at bank and credit card services earlier this year due to fraudulent bank schemes and activities involving my account. PONZI TYPE SCHEME. 

Account XXXX was and has been locked. 
I had moved my XXXX auto payments twice to different banks and it was being paid three times. Citizens did not stop as I had requested. Since dispute in XX/XX/XXXX, the account was placed back to sending me paper statements until today XX/XX/XXXX when I consented online yo online statements. I have not received statements for 6 months perhaps longer. Now there are a bunch of late fees {$140.00} and interest around {$24.00} for a XXXX XXXX  monthly XXXX charge that was stopped. {$170.00} total fees on {$100.00} which wss not suppose to be paid. 

All Auto payments were suppose to be stopped last XX/XX/XXXX and earlier this year but was not due to creditors not following my payment orders to stop. 

There should have been XXXX payments snd XXXX charges to this credit card account XXXX. Since it went into lockdown due to bank investigation and involvement of possible movement of my money without my consent. 


CITIZENS CORPORATE HAS MADE UT DIFFICULT yo use their services due to RETALIATION. 
Credit card statements not sent showing charges for an account that was presumably at XXXX balance. No online access as a customer for myself due to lockdown of system entire time of four account dispute involving this account. I could not access electronically since everything online and by phone automatically goes yo collections since XXXX. The access shutdown was done yo stop bank and credit card services ftom taking and spending my money as welll as to stop fraud in any way electronically. 

I have not received paper statements on this account since it went yo paper only. One credit card was closed and s refund due to me from credit card services went to wrong account. 

Since my original, other complaint, I submitted to CFPB that took place since XXXX with citizens corporation and I sent to CFPB that endured from XXXX yo settle, this retaliation of charging {$170.00} for fees for complain is retaliation. 

Therefore I am submitting a new complaint for the retaliation issue on a locked account, payments and refunds and rewards incorrectly posted to wrong account that would have covered the $ {$100.00} overcharge on account which was were shuffled as well as used to create by the bank an overdue payment by crossing the refund payment streams to wrong account during dispute in which bank was suppose to be making corrections. 

XXXX XXXX XXXX XXXX XXXX # XXXX XXXX XXXX correspondence below which is ftom former complaint that ombudsman instructed to start a new complaint instead. 
To : CFPB Ombudsman I would like further assistance. Reopen ALL complaints I SUBMITTED via CFPB. As well as new complaint for retaliation - debt for credit card account XXXX which is involved in long ongoing dispute - I owe {$400.00} and have not received any statements and accounts are locked electronically. I requested all statements in paper and someone at bank has illegally without my consent turned off this function, more illegal activity, fraud, retaliation. Ive stated all year, I want everything in writing via us mail. I also have XXXX accommodations bank has had ( known for past 15 years ) for years that, when requested everything in writing that includes paper statements, not email and not online which have been wrong compared to the paper statements. 

Nothing has been done to investigate my complaints against Citizens corporation - bank subsidiary and credit card services subsidiary. No forensic accounting audiits took place when potential fraud took place when I reported to bank, corporate and credit card services. Statements I had received with different balances and transactions were destroyed and rewritten by the bank under the guise of a lot of software updates. They removed all the revisions, adjustments that had been made including transactions that were made without my legal consent. 

Bank and credit card services failed to provide me, the Client, statements on demand the first week of XX/XX/XXXX when possible fraud on my accounts was occurring when I requested several times. Dispute was handled primarily by branch, online, phone reps between the two subsidiaries involved. Due to several erroneous errors by bank saying loan was written off, then charged off snd sent to collections for twice the amount owed, if anything since it seems Im missing {$16000.00} yet somehow agreed to pay {$2000.00} after all the restatements?? And they wont agree to get rid of the interest and reschedule an ease of payment plan? I contacted CFPB. I have since not received a correct and appropriate reply that includes a review if the accounting reconciliation and audits I did on my accounts show what I owe and a new payment agreement schedule since bank collections sent a letter 3-4 weeks past the first scheduled payment. There has been Refusal to reply to my continued CFPB COMPLAINT I RESUBMITTED TWICE snd needs to be resubmitted. 

Corporste has retaliated by not sending me any credit card paper statements while accounts all were put on hold, high security, no online access and closed BY MY REQUEST ( so I can figure out who at bank did/is doing this illegal manipulation of my payments and accounting fraud ) as Citizens did absolutely nothing to secure my accounts and if anything are involved by someone inside their bank manipulating or transferring my money without my consent. Its quite clear someone has been doing this if systems software is not to blame. I still have not gotten, after at least 20years, account XXXX included one of my three cards credit card balance on the banks household statement and now claims j owe them money on accounts that have been on hold, closed throughout this dispute and to which I have had no electronic access and all phone calls to bank or credit card automatically go to collections persons who have no statement information and are not qualified snd not a legal substitute for monthly account statements throughout this year of dispute and all statements fir accounts involved needed to be sent in writing throughout the dispute. I have not received any credit card statements until last week for overdue unpaid credit card charges of which there werent any previously. 

CFPB SHOULD NOT BE ALLOWING CITIZENS CORPORATION TO CLOSE THESE CLAIMS IN THEIR FAVOR WHEN CFPB HAS NOT FULLY INVESTIGATED AND EVIDENCE SUGGESTS MANY ILLEGAl ACTIVITIES BY BANK AND CREDIT CARD SERVICES- fiduciary breaches, misleading statements made to clients, illegsl accounting practices, someone inside bank illegally without my consent has moving my money between all these accounts and others ( including multiple investment and mortgage accounts in past that I have now permanently closed ). 

I received another letter from CITIZENS CORPORATE recently dated XXXX on XXXX XXXX weekend. The bank has been wrongly saying they sent information on XXXX when they did not send it it got lost in the mail again for a third time? Do I have no time to review and respond appropriately? Letter states wrong phone information, specifically Saturday hours to contact and when it got to this Saturday the phone bank was closed. So I left three messsges for XXXX XXXX at Citizens Chairmans office reciting the past months garbage I received from them. Letter wrongly states its a copy of letter dated XX/XX/XXXX for reply to identical issue when the issues I have written about are not identical, they are new issues and unaddressed unresolved issues that went ignored, form letter reply without any adjustment or acknowledgement for need for new payment schedules and outrageous snd illegal interest rates ( someone shuffled my money from 0-5 % interest to 50 % interest on fake debt? ) letter states charge off when i was told in person at branch snd by phone by the same branch manager XXXX XXXX who said the issues were written off, not charged off. This is just harassment at this point by Citizens bank corporste who does not train their rmployees well- who did nothing to setup written fraud procedures for customers to follow in branches and to whom to send to. Since dispute started snd we had come to agreement on amount owed- I requested corrected payment terms and have received nothin. I have paid for CITIZENS ERRORS FOR 25 years snd told them I am no longer going to cover their bad accounting, fraud snd illegal activities as I can not afford to cover even the smallest errors which they should be ACCOUNTABLE for. 

Spoke to floating XXXX XXXX manager, XXXX XXXX, at the XXXX Citizens branch XXXX XXXX snd showed her newest batch of 5 letters ( no statements ) on each of my accounts just received that day with old dates ( if XXXX XXXX ) on them. Told her about no statements received recent months between XXXX and XXXX issue and suddenly I owe money to Citizens somehow on accounts with XXXX and credit balances? The issue of speaking to XXXX Tuesday XX/XX/XXXX phone rep - reward credit {$120.00} on account XXXX would post in 3-5 business days to account that was remaining open. Account XXXX was being closed. On XXXX reward points if {$120.00} was sent to wrong account XXXX in amount of {$100.00}. 
How much more bad accounting if not just retaliation for my complaint /dispute do I have to succumb to? XXXX again unable to supply statements FOR ACCOUNT XXXX and XXXX. Unable to update me on reply to fraud complaint and redirected me to CORPORATE after I had received 3 form letter replies and no final resolution as to payment terms. XXXX gave me just notes on a sticky notepad of various account balances? Verbal joint account balances? Other investment account issues similar to complaint were mentioned as well as to why my ire for the management team. That is not s way fir client to receive monthly bank account and credit card statement substitute. Same for investment services ( done frsud took place here at same beanch which was settled but losses for loss of use of money were not ). This is against the law. 

This is a continuation of automatically closing claim CFBB XXXX. 1 ) Citizens bank sent amount of debt to collectors and should not have. They locked online access and took 6 months to send requested bank and credit card statements. 2 ) Bank overreached into my accounts without my consent and shuffled and made adjustments with my money all over the place. 3 ) when they did charge-off ( which should never have occurred ) as I covered all payments and brought in funds to bridge the deficit while dispute of what occurred over an overdraft occurred. Bank did not provide satisfactory and sufficient paperwork needed by customer, myself, to reconcile all four accounts involved. Requested multiple times. Statements were adjusted snd rewritten by bank since An third party check into account overdraft if account took place and differed between what was showing and I read online, what was in mobile application and weekly electronic mini statements, by telephone, and phone call reconciliation due to refusal to supply paper documents of all 4 accounts. XXXX ) citizens bank has recorded the wrong amount of chargeoff which shoukd never have been a chargeoff in the first place as they never assisted in an appropriate statement reconciliation in the first place when I went to brsnch anc requested. Bank still needs to correct and reverse, remove chargeoff so this does not affect my credit. since receiving paper statements in XXXX and reviewing, bank and I have agreed there is only a {$2000.00} deficit based on this set of documents ( these dont match what was online ). Yet payment terms still continue to be through a collection agency. Sent from my XXXX

Company response to consumer: Closed with explanation