Consumer complaint received 2019-02-24
Company: CITIZENS FINANCIAL GROUP, INC.
State: VT
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
Citizens Bank Consumer Loan Servicing XXXX XXXX XXXX XXXX XXXX, RI XXXX My home equity line of credit/loan with Citizens Bank. My loan went from interest only payments to Interest and principal payments on XX/XX/XXXX. 
My last interest only payment of XXXX was due on XX/XX/XXXX. 
I was awarded {$170.00} from a class action on XX/XX/XXXX ( XXXX and XXXX XXXX et at v. citizens Financial group case No XXXX ) It was applied as a principal only payment on XX/XX/XXXX towards my HELOC. 
I requested that it be applied as a payment : The principal credit of {$170.00} was reversed on XXXX XXXX and reapplied as a payment on XX/XX/XXXX. 
The following is a list of payment I made on the Loan : XX/XX/XXXX due $ XXXX-paid XX/XX/XXXX-in Branch on XXXX XXXX  XXXX, VT. 
XX/XX/XXXX due $ XXXX-paid by check XX/XX/XXXX {$270.00} XX/XX/XXXX due $ XXXX-Paid by check XX/XX/XXXX {$94.00} + $ XXXX+XXXX.-the {$170.00} applied as payment on XX/XX/XXXX was never recorded. 
Here is where the problem starts : XX/XX/XXXX due $ XXXX-paid by check XX/XX/XXXX-notice that {$170.00} is past due. 
Received a call from collections and after spending time on phone with person was told that they will resolve the past due amount. 
XX/XX/XXXX due {$270.00} paid by check XXXX- notice that {$170.00} is past due Received call from collections that the {$170.00} was past due after conversation with collections late fee {$13.00} charged on XX/XX/XXXX-was waived XX/XX/XXXX. Spoke with XXXX manager in collections and was told that the payment would be applied and the problem resolved. XXXX would not provide last name, but gave me fake employee number of XXXX XX/XX/XXXX due $ XXXX-paid by check XX/XX/XXXX notice that {$170.00} past due, and late fee of {$13.00} charged on XX/XX/XXXX- After call from collections with the outcome being that they would take care of the situation and apply the payment properly. Met with banker in the branch XX/XX/XXXX and spoke with XXXX in collections, was told the problem would be handled and the fees reversed. 
XX/XX/XXXX due $ XXXX-paid by check XX/XX/XXXX-Late fee- {$13.00} charged XX/XX/XXXX-Spoke with collections was referred to customer service a case was opened by XXXX in customer service case # XXXX.She submitted a back office request XXXX. Total past due {$170.00} late fees due {$27.00}. 
XX/XX/XXXX due $ XXXX-the included a payment of {$27.00} in late fees that I paid by accident XX/XX/XXXX. Was called by collections again told them I had a case number they told me the case was closed and was given another case number-late fee charged XX/XX/XXXX XXXX XX/XX/XXXX due $ XXXX-paid by check XX/XX/XXXX included was late fee of $ XXXX-that I again paid on accident. Past due amount {$170.00}. Spoke with  collections late fee assessed XX/XX/XXXX {$13.00} waived XX/XX/XXXX $ XXXX-total fees charged {$68.00}. past due amount {$170.00}. 
XX/XX/XXXX Spoke with XXXX was given case number XXXX and assigned XXXX XXXX to handle case. 
XX/XX/XXXX due {$320.00} paid {$280.00} in branch XX/XX/XXXX. only paid {$280.00}, because I realized they included fee of {$41.00} in Payment. Past due amount {$140.00}. 37. Spoke with collections told them it was in dispute again. late charge {$13.00} XX/XX/XXXX. 
XXXX-Received phone call from XXXX XXXX, after a month since contacting her, they decided that they will not resolve the situation, and continue to charge fees. I asked for her managers/supervisors name and she would not provide name. 
I have been told by the person in the branch that it will be escalated to the office of the chairman. 
I have not attached documents with this complaint, but do have them if needed.

Company response to consumer: Closed with explanation