Consumer complaint received 2017-11-16
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


                                             
XXXX XXXX XX/XX/XXXX submitted https//complaint.consumerfinance.govXXXX ID For 10th Complaint Sent To Citizens Bank XXXX-



The Honorable XXXX XXXX XXXX XXXX,
Chair, Board of Governors of the Federal Reserve
Federal Reserve Board
XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX  &
XXXX XXXX XXXX, Chairman, President & CEO
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.govXXXX  
CEO XXXX XXXX XXXX, XX/XX/XXXX email to 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




Dear The Honorable XXXX XXXX & CEO XXXX XXXX,                                                                         
                                                                                                                                                            I present to you my 10th Complaint.   I petition you to thoroughly investigate for your priceless determinations of resolutions.  My XX/XX/XXXX 10th Citizens Bank Complaint is addressed in a statement with supporting Citizens Bank Home Equity Loan documentation.

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 10th Complaint  Citizen Bank Consumer Finance With Home Equity Loan Department Has Acted Without Merit & Unreasonably Taking $XXXX   Loan Payment On XX/XX/XXXX When For Twenty Minutes XXXX XXXX Stated To Citizens Home Equity Loan Agent XXXX XXXX Was Authorizing A Loan Payment of $XXXX Principal + $XXXX Interest = $XXXX  NOT $XXXX For XXXX XXXX Had Paid A $XXXX Property Tax Bill On XX/XX/XXXX, A Condition Of The Home Equity Loan & Said Unreasonable Citizens Bank Consumer Finance XX/XX/XXXX Action XXXX XXXX Did Not Have Available $XXXX Funds For The XX/XX/XXXX Autopay & The Citizens Bank Consumer Finance Have Been Charging Late Fees From XX/XX/XXXX Through XX/XX/XXXX.  For This Citizens Bank Consumer Finance With Home Equity Loan Department Act Violating XXXX XXXX Detailed XX/XX/XXXX Payment Statement & Act Violating XXXX XXXX Available Funding For The XX/XX/XXXX Autopay, XXXX XXXX Believes This Citizens Bank Department Violated Laws Of Federal Banking Regulations.

XXXX XXXX freely believes the Citizens Bank Consumer Finance With  Home Equity Loan Department has acted without merit & unreasonably violating laws of Federal banking regulations when they withdrew $XXXX for a Home Equity Loan payment on XX/XX/XXXX NOT HONORING XXXX XXXX detailed XX/XX/XXXX Home Equity Loan payment statement to Home Equity Loan Department Agent XXXX  for 20 minutes starting at XXXX XXXX on XX/XX/XXXX, documented in XXXX XXXX CFPB Complaint # XXXX submitted at XXXX XXXX on XX/XX/XXXX.  Moreover,
XXXX XXXX freely believes the Citizens Bank Consumer Finance With Home Equity Loan Department has acted without merit & unreasonably violating laws of Federal banking regulations when they withdrew a not authorized $XXXX for a Home Equity Loan payment on XX/XX/XXXX directly causing XXXX XXXX not to have available funds to make the XX/XX/XXXX $XXXX autopay, and furthermore the Citizens Bank Consumer Finance With Home Equity Loan Department has acted without merit & unreasonably violating laws of Federal banking regulations when they then charged Late Charges from XX/XX/XXXX through XX/XX/XXXX for their XX/XX/XXXX action causing XXXX XXXX to not have available funds to make the XX/XX/XXXX $XXXX autopay. 

XXXX XXXX supporting documentation the XXXX XXXX  XX/XX/XXXX (XXXX) XXXX XXXX call XXXX had with Home Equity Loan Department Agent XXXX, a Citizens Bank recorded call with truthful notes taken by XXXX XXXX and the Citizens Bank Home Equity Loan documentation from XX/XX/XXXX through XX/XX/XXXX.

Content of XXXX call with XXXX:
	XXXX asks of XXXX, is he an Agent of the Citizens Bank Home Equity Loan Department.  XXXX answer  yes.
	XXXX states to XXXX she wants her statement noted on her Home Equity Loan account for Citizens Bank has not taken the XX/XX/XXXX autopay for her account XXXX:  one month ago XXXX stated to Agent XXXX she had Social Security funds for account XXXX   autopays & XXXX  is responsible for the Home Equity Loan conditions & on XX/XX/XXXX XXXX paid the XXXX XXXX XXXX $XXXX property tax bill due  leaving her funds to make a XX/XX/XXXX autopay on XX/XX/XXXX of $XXXX principal [noted on XX/XX/XXXX Citizens Bank Home Equity Loan Statement] & $XXXX  interest equaling $XXXX  & please have Citizens Bank take this XX/XX/XXXX & XX/XX/XXXX available autopay.
	XXXX  reply:  he cannot take the payment for there is a hold on this account & XXXX must talk with Consumer Counseling [Consumer Finance]. 
	For twenty minutes XXXX politely pleads with XXXX to please note her account as requested above & XXXX states he cannot.  And XXXX importantly notes Consumer Finance has repeatedly hung up the phone on her.
	At the end of this call XXXX states to XXXX  she has filed 6 Complaints to the Federal Reserve regarding Citizens Bank actions & XXXX  will tell the Federal Reserve of this call with notes she has taken.  Only then did XXXX  agree to importantly note XXXX   XXXX  account XXXX  as she requested above. 


On XX/XX/XXXX XXXX   XXXX called the Citizens Bank number (XXXX) XXXX XXXX to check XXXX checking account by phone.  XXXX XXXX is just stunned at what she learned:  the account had a minus balance of $XXXX.  XXXX XXXX just at XXXX XXXX calls (XXXX) XXXX XXXX again to speak with an Agent to discover all XX/XX/XXXX  XX/XX/XXXX checking account activity, speaking with two Agents..

I truthfully stated to Agent XXXX I had 7 Complaints against Citizens Bank file with the Federal Reserve officials & Citizens CEO XXXX XXXX & on XX/XX/XXXX for 20 minutes I spoke with XXXX, Agent Home Equity Loan Department authorizing a XXXX   loan payment of $XXXX = $XXXX principal + $XXXX interest for I did not have the full $XXXX sum having paid $XXXX property tax bill to the XXXX XXXX XXXX on XX/XX/XXXX, a condition of my loan.  Agent XXXX stated on XX/XX/XXXX $XXXX was taken for a Home Equity Loan payment & Check XXXX & XXXX were paid.  I asked XXXX to let me speak to a Supervisor for Citizens had illegally taken $XXXX out of my checking account for I repeatedly stated for 20 minutes to XXXX I only had $XXXX available on XX/XX/XXXX & XX/XX/XXXX. XXXX   transferred me to XXXX, Supervisor.  For XXXX  important information I highlighted the unreasonable Citizens matter:  XX/XX/XXXX came within a hairsbreath of diying when hit by a teenager driving his father's work truck following which I've been selling my possessions at a loss to cover monthly bills & in XX/XX/XXXX I could not pay loan autopays in XXXX & XXXX & XXXX  for at the 11th hour buyers for my possessions changed their minds BUT I did pay XXXX by selling an item & XXXX with my Social Security funds; I then noted my 7 Complaints against Citizens Bank; and then I importantly noted my XX/XX/XXXX all with Home Equity Loan Agent XXXX who for 20 minutes I stated I had $XXXX principal + $XXXX   interest = $XXXX  for my XXXX loan payment NOT the full $XXXX for I paid on XX/XX/XXXX a property tax bill of $XXXX, a condition of my loan & at the end XXXX did state to me he would note my loan account I gave above;  I then stated to Supervisor XXXX would she please refund to me the $XXXX  Citizens Home Equity Loan was not authorized by me to take on XX/XX/XXXX thus the $XXXX was withdrawn from my checking account illegally.  Supervisor XXXX answer "not able to do that, I do not have the authority to do that".  I then requested of Supervisor XXXX to know who had the authority & their phone number.  Supervisor XXXX reply "attoched to the Office of the Chairman" & when I pressed for a name Supervosor XXXX  stated "which is a team of advocated with our Corporate Office".  Further pressed by me to have CEO XXXX XXXX phone number she stated the CEO was XXXX XXXX XXXX.  I then stated to Supervisor XXXX the Citizens CEO as of XX/XX/XXXX I believe is XXXX XXXX for that is what I learned in my online research.  Supervisor XXXX towards the call's end stated to me I was going to be getting a call from the team of advocates.  I importantly noted the advocates were not CEO XXXX XXXX.  At the end of this call I requested Supervisor verify my checks XXXX & XXXX had cleared.........her answr was "yes"; & then I requested she please note on my checking account my outstanding checks XXXX  payable to XXXX XXXX for $XXXX & XXXX payable to XXXX for $XXXX  clear my checking account when they post for I had available funds for these payments before Citizens without my authorization took $XXXX on XX/XX/XXXX.....her reply was she would note my checking account.  I did state to Supervisor XXXX I was going to file a Complaint today about this unreasonable matter. 

XXXX XXXX then emailed Citizens Bank Director XXXX XXXX requesting his help on XX/XX/XXXX at XXXX XXXX, truthfully stating XXXX call with Citizens Bank Agent XXXX  and Supervisor XXXX, petitioning XXXX  if he would please refund the $XXXX illegally withdrawn & with not authorization from XXXX XXXX  from XXXX checking account on XX/XX/XXXX. Below is the content of our emails late this morning & early this afternoon.

XXXX SOS SOS SOS Created By Citizens Home Equity Loan Consumer Finance Officials
Inbox	x

XXXX XXXX 
	XXXX XXXX (2 hours ago)
 
	 
 

to XXXX.XXXX.
 

	
Dear XXXX,

I truly deeply need your PRICELESS HELP today!!

As customary I called Citizens XXXX XXXX XXXX to check my Citizens checking account & discovered a minus XXXX balance.

Just STUNNED, I call XXXX XXXX XXXX & spoke with two customer service agents. I truthfully stated to Agent XXXX I had 7 Complaints against Citizens Bank file with the Federal Reserve officials & Citizens CEO XXXX XXXX & on XX/XX/XXXX for 20 minutes I spoke with XXXX, Agent Home Equity Loan Department authorizing a XXXX loan payment of $XXXX = $XXXX principal + $XXXX   interest for I did not have the full $XXXX sum having paid $XXXX property tax bill to the XXXX XXXX XXXX on XX/XX/XXXX, a condition of my loan.  Agent XXXX stated on XX/XX/XXXX $XXXX  was taken for a Home Equity Loan payment & Check XXXX  & XXXX were paid.  I asked XXXX to let me speak to a Supervisor for Citizens had illegally taken $XXXX out of my checking account for I repeatedly stated for 20 minutes to XXXX I only had $XXXX   available on XX/XX/XXXX & XX/XX/XXXX. XXXX transferred me to XXXX, Supervisor.  For XXXX   important information I highlighted the unreasonable Citizens matter:  XX/XX/XXXX came within a hairsbreath of diying when hit by a teenager driving his father's work truck following which I've been selling my possessions at a loss to cover monthly bills & in XX/XX/XXXX I could not pay loan autopays in XXXX & XXXX & XXXX for at the 11th hour buyers for my possessions changed their minds BUT I did pay XXXX by selling an item & XXXX with my Social Security funds; I then noted my 7 Complaints against Citizens Bank; and then I importantly noted my XX/XX/XXXX all with Home Equity Loan Agent XXXX who for 20 minutes I stated I had $XXXX principal + $XXXX interest = $XXXX  for my XXXX loan payment NOT the full $XXXX for I paid on XX/XX/XXXX a property tax bill of $XXXX, a condition of my loan & at the end XXXX did state to me he would note my loan account I gave above;  I then stated to Supervisor XXXX would she please refund to me the $XXXX Citizens Home Equity Loan was not authorized by me to take on XX/XX/XXXX thus the $XXXX was withdrawn from my checking account illegally.  Supervisor XXXX  answer "not able to do that, I do not have the authority to do that".  I then requested of Supervisor XXXX  to know who had the authority & their phone number.  Supervisor XXXX  reply "attoched to the Office of the Chairman" & when I pressed for a name Supervosor XXXX stated "which is a team of advocated with our Corporate Office".  Further pressed by me to have CEO XXXX XXXX   phone number she stated the CEO was XXXX XXXX XXXX.  I then stated to Supervisor XXXX the Citizens CEO as of XX/XX/XXXX I believe is XXXX XXXX for that is what I learned in my online research.  Supervisor XXXX towards the call's end stated to me I was going to be getting a call from the team of advocates.  I importantly noted the advocates were not CEO XXXX XXXX.  At the end of this call I requested Supervisor verify my checks XXXX & XXXX had cleared.........her answr was "yes"; & then I requested she please note on my checking account my outstanding checks XXXX payable to XXXX XXXX   for $XXXX & XXXX payable to XXXX for $XXXX  clear my checking account when they post for I had available funds for these payments before Citizens without my authorization took $XXXX on XX/XX/XXXX.....her reply was she would note my checking account.  I did state to Supervisor XXXX I was going to file a Complaint today about this unreasonable matter. 

XXXX, I understand you are now working on development of new Citizens Bank offerings.  I am most humbly asking you to please today go to a location in Citizens Bank to access my checking account to please refund the $XXXX illegally withdrawn from my account on XX/XX/XXXX for I specifically authorized only $XXXX to be withdrawn not $XXXX.   I deeply need the funds put back in my account for I have two outstanding checks & need to make a credit card payment today

XXXX, thank you from the bottom of my heart!

Kind & True Regards,
XXXX XXXX XXXX, XXXX  	XXXX XXXX (37 minutes ago)
 
	 
 

to me
 

	
XXXX,
 
I empathize with your situation.  Again, I am not in a position where I could be of any assistance. I dont have access to customers accounts or those types of banking systems.  We take any level of customer dissatisfaction very seriously and you should continue working with the office of the chairman.  Hopefully they will be able to help with a resolution. 
 
Thanks
XXXX XXXX XXXX
Assistant Vice President
Retail Sales & Service
Development Manager
XXXX XXXX XXXX| XXXX MA XXXX | XXXX XXXX:  XXXX   | C:  XXXX  
 
From: XXXX XXXX [XXXX] 
Sent: Thursday, XX/XX/XXXX XXXX XXXX
To: XXXX, XXXX
Subject: XXXX SOS SOS SOS Created By Citizens Home Equity Loan Consumer Finance Officials

Citizens Bank is a brand name of Citizens Bank, N.A. and Citizens Bank of Pennsylvania.

Use of email is inherently insecure. Confidential information, including account information, and personally identifiable information, should not be transmitted via email, or email attachment.   In no event shall Citizens Bank, N.A. or Citizens Bank of Pennsylvania accept any responsibility for the loss, use or misuse of any information, including confidential information, sent via email or email attachment to which it is the intended recipient.  Neither Citizens Bank, N.A.  nor  Citizens Bank of Pennsylvania guarantee the accuracy of any email or email attachment, that an email will be received by either entity or that either entity will respond to any email.

This email communication is confidential and/or privileged.   Any disclosure, copying, distribution or use of this information by anyone other than the intended recipient is strictly prohibited.  If you have received this communication in error, please notify the sender immediately and promptly destroy any record of this email.
XXXX XXXX   
	XXXX XXXX (8 minutes ago)
 
	 
 

to XXXX
 

	
Dear XXXX,

Thank you for your email.

Until Supervisor XXXX stated to me just before XXXX XXXX this morning I had absolutely NO knowledge or any information about a "team of advocates associated with our Corporate Office" & I continue to have no knowledge of their names or how to email or call them for Supervisor XXXX  just stated "I will be getting a call".

And when I requested Supervisor XXXX  give me CEO XXXX email &  phone number, she did not give it to me.

XXXX, can you please give me CEO XXXX XXXX email & phone number.  And would you please verify for me the Citizens Bank CEO is XXXX XXXX,  which I discovered online she is again CEO as of XX/XX/XXXX I believe.

Thank you very much.

XX/XX/XXXX
Statement:  Amount Due $XXXX [$XXXX + $XXXX + $XXXX]; Estimate Payoff Amount On XX/XX/XXXX $XXXX.
Principal $XXXX + Interest $XXXX = Current Payment Due $XXXX + Total Fees & Charges $XXXX  + Past Due Payment $XXXX = Total Amount Due $XXXX.
XX/XX/XXXX Statement Date
Amount Past Due $XXXX + Late Charges Due $XXXX  = Total Amount Past Due $XXXX.
Important Notes:  XXXX Statement Does Not State Dates Of When All Charges Are Due $XXXX  & Charges Calculations $XXXX Nor Does Citizens Bank State How The $XXXX  Late Charges Due Was Charged Even Though XXXX XXXX Made A XX/XX/XXXX Home Equity Loan Payment Of $ $XXXX   [Reference XX/XX/XXXX XXXX XXXX XXXX To XXXX XXXX Call To Citizens Bank Home Equity Loan Department (XXXX) XXXX XXXX, Home Equity Loan Agent XXXX] & Citizens Bank Home Equity Loan Department Officials Took $XXXX.
XX/XX/XXXX
Statement:  Amount Due $XXXX [$XXXX + $XXXX + $XXXX]; Estimate Payoff Amount  On  XX/XX/XXXX $XXXX.
Principal $XXXX + Interest $XXXX = Current Payment Due $XXXX + Total Fees & Charges $XXXX + Past Due Payment $XXXX = Total Amount Due $XXXX.
XX/XX/XXXX Statement Date
Amount Past Due $XXXX + Late Charges Due $XXXX = Total Amount Past Due $XXXX.
Important Notes:  XXXX  Statement Does Not State Dates Of When All Charges Are Due $XXXX  & Charges Calculations  $XXXX   Nor Does Citizens Bank State How The $XXXX  Late Charges Due Was Charged. 
XX/XX/XXXX
Statement:  Amount Due $XXXX  [$XXXX + $XXXX  + $XXXX]; Estimate Payoff Amount  On  XX/XX/XXXX $XXXX.
Principal $XXXX + Interest $XXXX = Current Payment Due $XXXX + Total Fees & Charges $XXXX + Past Due Payment $XXXX = Total Amount Due $XXXX.
XX/XX/XXXX Statement Date
Amount Past Due $XXXX + Late Charges Due $XXXX = Total Amount Past Due $XXXX.
Important Notes:  XXXX Statement Does Not State Dates Of When All Charges Are Due $XXXX   & Charges Calculations  $XXXX  Nor Does Citizens Bank State How The $XXXX Late Charges Due Was Charged. And XXXX XXXX made a XX/XX/XXXX Autopay Leaving Her At A Loss Why Citizens Bank Charged Her Late Charges.

XXXX XXXX OFFERS THIS BOTTOM-LINE:  XXXX XXXX FREELY BELIEVES CITIZENS BANK CONSUMER FINANCE WITH HOME EQUITY LOAN DEPARTMENT HAS VIOLATED FEDERAL BANKING REGULATIONS FOR ALL OF THE ABOVE DOCUMENTED ISSUES.  XXXX XXXX freely believes Federal Banking regulations do not allow Citizens Bank Consumer Finance With Home Equity Loan Department to withdraw a Home Equity Loan Account XXXX payment not authorized by XXXX XXXX on XX/XX/XXXX.  Important note:  for 20 minutes XXXX XXXX gave Citizens Bank Home Equity Loan Agent XXXX detailed instructions for the payment XXXX XXXX had available funds for on XX/XX/XXXX & XX/XX/XXXXt of $XXXX Principal + $XXXX Interest = $XXXX & NOT more for XXXX had paid a $XXXX property tax bill on XX/XX/XXXX, a condition of her Home Equity Loan, ALL OF THIS XXXX STATED HE WOULD NOTE ON XXXX ACCOUNT XXXX ON XX/XX/XXXX. And said Citizens Bank consumer Finance With Home Equity Loan Department freely violated Federal Banking regulations when their act prevented XXXX XXXX from having available funds for the XX/XX/XXXX $XXXX autopay & then was given late charges for not making said autopay through XX/XX/XXXX.  MOREOVER, THE
HONORABLE DOCTOR XXXX XXXX XXXX HAS NOT DETERMINED XXXX XXXX AND XXXX XXXX XXXX ARE RESPONSIBLE FOR LATE CHARGES CITIZENS BANK HAS CONTINUED TO CHARGE THEM EVEN THOUGH CITIZENS BANK HOME EQUITY LOAN DOCUMENTATION DOCUMENTS XXXX XXXX WAS CHARGED LATE CHARGES WHEN XXXX XXXX DID MAKE PAYMENTS TO THE HOME EQUITY LOAN ACCOUNT XXXX.  XXXX XXXX FREELY BELIEVE SHE & XXXX XXXX XXXX ARE RESPONISBIE FOR THE XX/XX/XXXX $XXXX AUTOPAY &XX/XX/XXXX $XXXX AUTOPAY & XX/XX/XXXX $XXXX AUTOPAY & XX/XX/XXXX$XXXX AUTOPAY.  XXXX XXXX   FREELY BELIEVES UPON THE HONORABLE DOCTOR XXXX XXXX XXXX, CHAIR, BOARD OF GOVERNORS OF THE FEDERAL RESERVE, INVESTIGATIONS OF XXXX XXXX COMPLAINTS AND THE HONORABLE DOCTOR XXXX XXXX XXXX DETERMINATIONS, XXXX XXXX FREELY AGREES TO PAY ALL LATE CHARGES THE HONORABLE DOCTOR XXXX XXXX XXXX DETERMINES XXXX XXXX AND XXXX XXXX XXXX OWE TO CITIZENS BANK.
 
I wish to take the opportunity to thank you very much for your important priceless work reading my XX/XX/XXXX 10th Complaint for Citizens Bank.   I await your replies.

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

Company response to consumer: Closed with explanation