Consumer complaint received 2018-02-16
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX




The Honorable XXXX XXXX
Chair, Board of Governors of the Federal Reserve
Federal Reserve Board
XXXX XXXX XXXX XXXX XXXX, XXXX.
Washington, D.C. XXXX
&
XXXX XXXX XXXX, Chairman, President & CEO &                                                                     XXXX XXXX, Chairmans Office & Assistant Vice President XXXX XXXX
RBS Citizens Financial Group
XXXX XXXX XXXX XXXX, Rhode Island XXXX
(XXXX) XXXX XXXX


The Honorable XXXX XXXX, XX/XX/XXXX email to https//complaint.consumerfinance.gov/XXXX  
CEO XXXX XXXX XXXX & XXXX XXXX   Chairmans Office & Assistant Vice President XXXX XXXX, XX/XX/XXXX email to  XXXX  & XXXX & XXXX
                         
                         CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
                         CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
                         CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
                         CFPB Complaint Number XXXX XXXX Submitted To CFPB XX/XX/XXXX
                         CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
                         CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
                         CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
                         CFPB Complaint Number XXXX   Submitted To CFPB XX/XX/XXXX
                         CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
                         CFPB Complaint Number XXXX  Submitted To CFPB XX/XX/XXXX
                         CFPB Complaint Number XXXX Submitted To CFPB XX/XX/XXXX
                         CFPB Complaint Number XXXX   Submitted To CFPB XX/XX/XXXX
                         CFPB Complaint Number XXXX XXXX Submitted To CFPB XX/XX/XXXX 
                          CFPB Complaint Number XXXX-        Submitted To CFPB XX/XX/XXXX 



Dear The Honorable XXXX XXXX & CEO XXXX XXXX & XXXX XXXX & Assistant Vice President XXXX XXXX,

I present to you my 19th Complaint.   I petition you to thoroughly investigate for your priceless determinations of resolutions.  My XX/XX/XXXX 19th Citizens Bank Complaint is addressed in a statement.

Please discover I am truly deeply grateful to you for your important priceless attention.  I deeply look forward to discovering your Complaints determinations.  If you may have any questions I can answer for you during your deliberations, please dont hesitate to call me at (XXXX) XXXX XXXX  or email me XXXX.

XXXX XXXX XX/XX/XXXX 19th  Complaint  Citizen Bank XXXX XXXX, Chairmans Office With Consumer Finance With Home Equity Loan Department Has Acted Without Merit & Unreasonably When They Did Not Act On XXXX XXXX XX/XX/XXXX  Reference # XXXX Calls To The Citizens Bank Home Equity Loan Department Importantly Giving Specific Authorization For A XX/XX/XXXX $XXXX Autopay ONLY On XX/XX/XXXX For My Home Equity Loan Account XXXX Instructing Home Equity Loan Department Agents XXXX XXXX Must Talk With Consumer Finance When Consumer Finance HAS IN XX/XX/XXXX ALWAYS HUNG UP THE PHONE WITH XXXX XXXX AND WITH XXXX XXXX, CHAIRMANS OFFICE, FINAL WORK ON IT WITH CONSUMER FINANCE WITH HOME EQUITY LOAN DEPARTMENT ALLOWING A NOT AUTHORIZED NOR GRANTED PERMISSION BY XXXX XXXX FOR A XX/XX/XXXX WITHDRAW OF $XXXX PUTTING XXXX XXXX CHECKING ACCOUNT INTO A NEGATIVE BALANCE WITH XXXX   XXXX, CHAIRMANS OFFICE ALLOWED WITHOUT MERIT OVERDRAFT & SERVICE CHARGES TOTALING $XXXX [XX/XX/XXXX $XXXX OVERDRAFT + XX/XX/XXXX $XXXX  SERVICE CHARGE + XX/XX/XXXX $XXXX SERVICE CHARGE + XX/XX/XXXX $XXXX SERVICE CHARGE AND $XXXX  OVERDRAFT]; XXXX   XXXX BELIEVES XXXX XXXX, CHAIRMANS OFFICE WITH CITIZENS BANK CONSUMER FINANCE WITH HOME EQUITY LOAN DEPARTMENT HAVE ACTED TO FREELY ILLEGALLY STEAL $XXXX & A TOTAL OF $XXXX IN WITHOUT MERIT OVERDRAFT & SERVICE CHARGES FROM XXXX XXXX CHECKING ACCOUNT.

XXXX XXXX freely believes the Citizens Bank XXXX XXXX, Chairmans Office and Consumer Finance With Home Equity Loan Department has acted without merit & unreasonably AND HAVE ACTED ILLEGALLY  STEALING FUNDS FROM XXXX XXXX when they freely chose to act to not honor XXXX XXXX XX/XX/XXXX call to Citizens Bank Home Equity Loan Department Agent XXXX   for XXXX  home equity loan account XXXX  XX/XX/XXXX $XXXX autopay on ONLY ON XX/XX/XXXX within the 15 day payment grace period given & instructing Home Equity Loan Department Agents XXXX XXXX must talk with Consumer Finance when in XX/XX/XXXX every time XXXX has tried to speak with Consumer Finance they have hung up the phone with her, AND AND WITH XXXX XXXX, CHAIRMANS OFFICE, FINAL WORK ON IT ALLOWING WITH CONSUMER FINANCE WITH HOME EQUITY LOAN DEPARTMENT A NOT AUTHORIZED NOR GRANTED PERMISSION BY XXXX XXXX FOR A XX/XX/XXXX WITHDRAW OF $XXXX PUTTING XXXX XXXX CHECKING ACCOUNT INTO A NEGATIVE BALANCE WITH XXXX XXXX, CHAIRMANS OFFICE ALLOWED WITHOUT MERIT OVERDRAFT & SERVICE CHARGES TOTALING $XXXX [XX/XX/XXXX $XXXX OVERDRAFT + XX/XX/XXXX $XXXX  SERVICE CHARGE + XX/XX/XXXX $XXXX SERVICE CHARGE + XX/XX/XXXX $XXXX SERVICE CHARGE AND $XXXX OVERDRAFT]; XXXX XXXX BELIEVES XXXX XXXX, CHAIRMANS OFFICE WITH CITIZENS BANK CONSUMER FINANCE WITH HOME EQUITY LOAN DEPARTMENT HAVE ACTED TO FREELY ILLEGALLY STEAL $XXXX & A TOTAL OF $XXXX IN WITHOUT MERIT OVERDRAFT & SERVICE CHARGES FROM XXXX XXXX CHECKING ACCOUNT.
.

XXXX XXXX   supporting documentation the XXXX XXXX XX/XX/XXXX (XXXX) XXXX call XXXX had with Home Equity Loan Department Agent XXXX, Reference # XXXX, AND XXXX XXXX   XX/XX/XXXX call from XXXX XXXX To XXXX XXXX to Claims Department XXXX   (XXXX) XXXX XXXX   option 2  transferred to Customer Service Representative XXXX transferred to Customer Service Supervisor XXXX,  both Citizens Bank recorded calls with truthful notes taken by XXXX XXXX.

XXXX XXXX XX/XX/XXXX Call To XXXX at Citizens Home Equity Loan Department
	 
	 
 


	
XX/XX/XXXX
At XXXX XXXX XXXX speaks with XXXX & importantly petitions XXXX to Read XXXX   & XXXX & XXXX & with these Reference #s add XXXX XX/XX/XXXX note with a XX/XX/XXXX Reference #.
	XXXX requests of XXXX to please find & read three Reference  #s of XXXX   calls:  1) XX/XX/XXXX call with XXXX, XXXX, 2) XX/XX/XXXX call with XXXX, XXXX   & 3) XX/XX/XXXX call with XXXX, XXXX.
	Furthermore, after reading the given important reference #s, XXXX petitions XXXX to write XXXX XX/XX/XXXX statements involving her home equity loan XXXX autopayments with an assigned XX/XX/XXXX Reference #.
	XXXX   finds & reads the three Reference #s XXXX offered.  XXXX requests of XXXX if she is ready to write XXXX XX/XX/XXXX statement with a XX/XX/XXXX assigned Reference #.  XXXX answer is yes.
	XXXX   XX/XX/XXXX statement:  1) XXXX importantly stated I would have Social Security available funds on XX/XX/XXXX for my home equity loan XXXX XX/XX/XXXX $XXXX   autopay in the Citizens Home Equity Loan Departments allowed 15 days to make an autopay with no penalty & no late fee & no charge of any kind.  XXXX does not know why the Citizens Bank Home Equity Loan Department acted to not collect XXXX  XX/XX/XXXX $XXXX autopay on XX/XX/XXXX & even as of today, XX/XX/XXXX, said department has still not withdrawn XXXX XX/XX/XXXX available XX/XX/XXXX $XXXX autopay, & 2) and for reserving XXXX XX/XX/XXXX Social Security funds for her Home Equity Loan XXXX  XX/XX/XXXX autopay, XXXX will have Social Security available funds on XX/XX/XXXX for said loans XX/XX/XXXX $XXXX autopay with no penalty & no late fee & no charge of any kind for this XX/XX/XXXX available funds autopay is in the Citizens Bank Home Equity Loan Department allowed 15 days to make an autopay.  XXXX then importantly notes to XXXX to please make sure the Citizens Bank Home Equity Loan Department actually takes XXXX available funds for her autopays for XXXX knows of no explanation why the Citizens Bank Home Equity Loan Department has not withdrawn XXXX  available funds for her loans $XXXX autopays.
	XXXX notes to XXXX the Citizens Bank Home Equity Loan Department Consumer Finance staff are who XXXX  needs to speak with.
	XXXX reply is the Consumer Finance staff in XX/XX/XXXX have always hung up the phone on XXXX not allowing XXXX  to speak with them.  Further, XXXX notes to XXXX Consumer Finance hung up calls with XXXX:  1) when XXXX was transferred to Consumer Finance by a Citizens Bank Home Equity Loan Customer Service Specialist, Consumer Finance just hung up the line when XXXX was waiting on the line & 2)  XXXX was having a reasonable conversation with a Consumer Finance Specialist, just like she was having with XXXX, & then suddenly the Consumer Finance Specialist just hung up the phone with XXXX.
	XXXX  reply to XXXX  XX/XX/XXXX Consumer Finance experiences:  Do our best to read notes & get you set.
	XXXX gave XXXX her XX/XX/XXXX important Home Equity Loan XXXX statements XX/XX/XXXX Reference # XXXX.
	XXXX   thanked XXXX very much.
	Later on XX/XX/XXXX when XXXX checked the status of her available XX/XX/XXXX  $XXXX autopay, XXXX learned from the (XXXX) XXXX XXXX Citizens Bank staff her XX/XX/XXXX $XXXX autopay was collected by the Citizens Bank Home Equity Loan Department on XX/XX/XXXX. 

XXXX XXXX XX/XX/XXXX Call From XXXX XXXX XXXX  - XXXX   XXXX To XXXX  At Citizens Bank Claims Department With Transfer To Citizens Bank Customer Service Representative XXXX With Transfer   To XXXX Citizens Bank Customer Service Supervisor XXXX, All At XXXX  RI Citizens Bank Branch XXXX XXXX Believes.

XX/XX/XXXX XXXX XXXX  calls XXXX XXXX to Citizens Bank Claims Department Representative XXXX at (XXXX) XXXX XXXX XXXX option 2, followed by Citizens Bank (XXXX) XXXX XXXX Customer Service Representative XXXX & XXXX Supervisor XXXX ending at XXXX XXXX XXXX XXXX  spoke with XXXX petitioning to learn the XX/XX/XXXX Claim number XXXX stated to XXXX  on XX/XX/XXXX would be processed byXXXX XXXX XXXX on XX/XX/XXXX; XXXX states to XXXX   she cannot find the XX/XX/XXXX Claim & XXXX petitions XXXX to add the second Citizens Bank XX/XX/XXXX fee of $XXXX overdraft, done late the afternoon of XX/XX/XXXX for it was not there at XXXX XXXX with XXXX answer it could not be added to the XX/XX/XXXX Claim & XXXX should file a new Claim for it & XXXX replied she would,  & after looking to find XXXX   to have XXXX state to XXXX what XXXX  stated to XXXX on XX/XX/XXXX, XXXX came back to XXXX  she does not know where she is & she has found no XX/XX/XXXX Claim #;
XXXX then petitions XXXX to transfer her to Customer Service to have XXXX  find the Claim he filed for XXXX at XXXX XXXX on XX/XX/XXXX & add a claim for the late XX/XX/XXXX $XXXX   overdraft fee, a 2nd fee by Citizens Bank on XX/XX/XXXX; 
XXXX speaks with XXXX, Customer Service Representative, stating to XXXX XXXX is calling about the XX/XX/XXXX Claim he filed for her at XXXX XXXX& XXXX highlighted her XX/XX/XXXX Claim:  XX/XX/XXXX checking account XXXX  balance $XXXX = Check XXXX $XXXX + Check XXXX $XXXX + Check XXXX   $XXXX + Check XXXX $XXXX + $XXXX balance cash = Citizens Bank & XXXX XXXX  freely agreed with;  XX/XX/XXXX Citizens Bank withdrew $XXXX which they had no authorization or permission for & violating Federal banking & finance & consumer regulations from XXXX XXXX   giving XXXX  checking account a negative balance of $XXXX for Check XXXX $XXXX had not posted yet & for which Citizens Bank without merit and then Citizens Bank acted without merit violating Federal banking & finance & consumer regulations withdrawing the following charges & fees:  XX/XX/XXXX $XXXX overdraft + XX/XX/XXXX $XXXX service charge + XX/XX/XXXX $XXXX service charge + XX/XX/XXXX $XXXX internal bank debit = fee for sustained overdraft XXXX stated to XXXX   totaling $XXXX  theft from XXXX  XXXX  checking account XXXX & offered to XXXX Claims Department XXXX just stated to XXXX XXXX  cannot find his filed XX/XX/XXXX Claim & because Citizens Bank late on XX/XX/XXXX added a second fee of $XXXX overdraft creating a grand total of $XXXX XXXX is petitioning XXXX to file a new Claim of XX/XX/XXXX equaling the XX/XX/XXXX Claim with the addition of the second XX/XX/XXXX Citizens Bank fee of $XXXX   overdraft;  XXXX stated to XXXX he wanted to check with his Supervisor to make sure XXXX   knew how to correctly file the new Claim & when XXXX came back to XXXX XXXX stated his Supervisor XXXX stated a Claim could not be filed for XXXX is working on it; XXXX  asked XXXX   who XXXX  is for XXXX has never gotten a call or email or letter from XXXX & XXXX  reply XXXX is in the Chairmans Office & he is getting XXXX for me to state to me what is going on;
Supervisor XXXX speaks with XXXX stating XXXX is working on it so a Claim cannot be filed & stunned XXXX states to XXXX XXXX did not give permission or instructions for Citizens Bank to withdraw $XXXX on XX/XX/XXXX & this theft with the total theft of $XXXX in overdraft & services charges from XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX are all violations of Federal banking & finance & consumer regulations XXXX learned from her Uncle, the youngest Senior Vice President of XXXX XXXX XXXX XXXX in its history & XXXX freely stated to XXXX on XX/XX/XXXX just after XXXX XXXX should file a Claim & just after XXXX XXXX XXXX, Claims Department, stated to XXXX  by next Tuesday XXXX will have refunded the $XXXX  & all of the overdraft & service charge fees of $XXXX;
Supervisor XXXX then freely stated to XXXX for XXXX in the Chairmans Office is working on it & the $XXXX was a Citizens Bank transfer of funds to a loan there could be no Claim:  XXXX then asked Supervisor XXXX a number of detailed questions:  1) Assistant Vice President XXXX XXXX had his checking account funds transferred in full by a FBI investigated theft action & Citizens Bank fully supported Assistant Vice President XXXX   XXXX Claim of his checking account theft = Citizens Bank DID ALLOW A FILED CLAIM OF FUNDS TRANSFER & Supervisor XXXX stated to XXXX yes Citizens Bank does allow Claims of funds transfer & 2) when Citizens Bank customers have their checking account & debit card information stolen & wrongfully used by someone transferring checking account funds & said customers act to file Citizens Bank Claims are said Claims allowed by Citizens Bank & Supervisor XXXX  reply to XXXX  is Yes;
XXXX  then importantly notes to Supervisor XXXX XXXX does not know XXXX & since XX/XX/XXXX XXXX has filed 18 Complaints to the Federal Reserve & CFPB & through this XXXX has never called or emailed or written to XXXX stating XXXX was working on it or any statements;
XXXX then formally petitions Supervisor XXXX to file a XX/XX/XXXX Claim with XXXX detailed Claim information given to XXXX on XX/XX/XXXX & XXXX   Claims Department on XX/XX/XXXX & XXXX Claims Department on XX/XX/XXXX & Supervisor XXXX  direct answer is NO to XXXX;
XXXX then petitions Supervisor XXXX to give her XXXX   name & email:  XXXX XXXX, XXXX & she works in the Charimans Office;
XXXX THEN STATES TO SUPERVISOR XXXX XXXX & HE HAVE VIOLATED FEDERAL BANKING & FINANCE & CONSUMER REGULATIONS BY THEIR ACTS & XX/XX/XXXX XXXX CLAIMS DEPARTMENT STATED TO XXXX BY NEXT TUESDAY XXXX WOULD HAVE REFUNDED THE $XXXX  & THE FULL $XXXX  OVERDRAFT & SERVICE CHARGES & XXXX FREELY BELIEVES CITIZENS BANK HAS ACTED CAUSING A THEFT OF A TOTAL OF $XXXX OVERDRAFT & SERVICE CHARGES & $XXXX XXXX   XXXX NEVER AUTHORIZED OR GAVE PERMISSION FOR A XX/XX/XXXX WITHDRAW FROM HER CHECKING ACCOUNT THUS XXXX WAS FILING TWO MORE FEDERAL RESERVE CFPB COMPLAINTS STATING XXXX XXXX & SUPERVISOR XXXX   UNREASONABLE ACTIONS;
Supervisor XXXX final statement to XXXX was he was immediately emailing XXXX with the XX/XX/XXXX matters & XXXX will be hearing from XXXX. 


XXXX   XXXX Offers This Bottom-line:  XXXX XXXX Freely Believes Citizens Bank Has Violated Federal Banking  & Finance & Consumer Regulations For All Of The Above Documented Issues.  XXXX XXXX Freely Believes Federal Banking & Finance & Consumer Regulations Do Not Allow XXXX XXXX, Chairmans office with Citizens Bank Consumer Finance With Home Equity Loan Department To Have Acted Without Merit & Unreasonably & With Theft When They Did Not Act On XXXX XXXX XX/XX/XXXX  Reference # XXXX Call To The Citizens Bank Home Equity Loan Department Importantly Giving Authorization ONLY For A XX/XX/XXXX $XXXX   Autopay ONLY On XX/XX/XXXX For My Home Equity Loan Account XXXX Instructing Home Equity Loan Department Agents XXXX XXXX Must Talk With Consumer Finance When Consumer Finance HAS IN XX/XX/XXXX ALWAYS HUNG UP THE PHONE WITH XXXX XXXX, AND WITH XXXX XXXX, CHAIRMANS OFFICE, FINAL WORK ON IT WITH CONSUMER FINANCE WITH HOME EQUITY LOAN DEPARTMENT ALLOWING A NOT AUTHORIZED NOR GRANTED PERMISSION BY XXXX XXXX FOR A XX/XX/XXXX WITHDRAW OF $XXXX PUTTING XXXX XXXX CHECKING ACCOUNT INTO A NEGATIVE BALANCE WITH XXXX XXXX, CHAIRMANS OFFICE ALLOWED WITHOUT MERIT OVERDRAFT & SERVICE CHARGES TOTALING $XXXX [XX/XX/XXXX $XXXX OVERDRAFT + XX/XX/XXXX $XXXX SERVICE CHARGE + XX/XX/XXXX $XXXX SERVICE CHARGE + XX/XX/XXXX $XXXX SERVICE CHARGE AND $XXXX OVERDRAFT]; XXXX XXXX BELIEVES XXXX XXXX, CHAIRMANS OFFICE WITH CITIZENS BANK CONSUMER FINANCE WITH HOME EQUITY LOAN DEPARTMENT HAVE ACTED TO FREELY ILLEGALLY STEAL $XXXX & A TOTAL OF $XXXX IN WITHOUT MERIT OVERDRAFT & SERVICE CHARGES FROM XXXX XXXX CHECKING ACCOUNT.


I wish to take the opportunity to thank you very much for your important priceless work reading my XX/XX/XXXX  19th  Complaint.   I await your replies.

Sincerely,
XXXX XXXX XXXX XXXX XXXX XXXX, Massachusetts XXXX  (XXXX) XXXX XXXX
XXXX

Company response to consumer: Closed with explanation