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 XXXX ID For 11th 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 XXXX 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 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 11th Complaint. I petition you to thoroughly investigate for your priceless determinations of resolutions. My XX/XX/XXXX 11th 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 11th Complaint Citizen Bank 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 & XX/XX/XXXX Reference # XXXX Calls To The Citizens Bank Home Equity Loan Department Importantly Giving Authorization For A XX/XX/XXXX {$1200.00} Autopay 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. 

XXXX XXXX freely believes the Citizens Bank Consumer Finance With Home Equity Loan Department has acted without merit & unreasonably when they freely chose to act to not honor XXXX XXXX XX/XX/XXXX call to Citizens Bank Home Equity Loan Department Agent XXXX & XX/XX/XXXX call to Citizens Bank Home Equity Loan Department Agent XXXX for XXXX home equity loan account XXXX XX/XX/XXXX {$1200.00} autopay 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. 

XXXX XXXX supporting documentation the noon XX/XX/XXXX ( XXXX ) XXXX XXXX call XXXX had with Home Equity Loan Department Agent XXXX, Reference # XXXX & the XXXX XXXX XX/XX/XXXX ( XXXX ) XXXX call XXXX had with Home Equity Loan Department Agent XXXX, Reference # XXXX, both Citizens Bank recorded calls with truthful notes taken by XXXX XXXX. 

Content of XXXX call with XXXX on XX/XX/XXXX : At noon XXXX speaks with XXXX & importantly requests XXXX please note XXXX Home Equity Loan account XXXX with : I paid the Town of XXXX property tax bill, a condition of my Home Equity Loan, on XX/XX/XXXX, check XXXX in the amount of {$1100.00}. 
For paying this property tax bill I therefore do not have available funds today, XX/XX/XXXX, to pay the {$1200.00} autopay for my Home Equity Loan. 
Important note : in less than the 15 day Citizens Bank grace period, on XX/XX/XXXX, I will have available funds to pay the XX/XX/XXXX {$1200.00} autopay. 
I petitioning the Citizens Bank Equity Loan Department to take the XX/XX/XXXX {$1200.00} autopay for my Home Equity Loan account XXXX on XX/XX/XXXX, less than the 15 grace period days given for loan payments, and to not charge me any penalty or late fee. 
XXXX states to XXXX : My account has been removed & marked secure so he has no access to it. 
XXXX states XXXX needs to speak with Citizens Loan Customer Finance & XXXX notes they have hung up the phone on her & their actions caused her to file eight Complaints to the Federal Reserve. 
Following learning from XXXX Citizens customer service specialists on XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX were able to note XXXX account, XXXX tries to do so again offering think I can access account ending XXXX. 
XXXX takes sufficient time to write XXXX detailed XX/XX/XXXX note above on XXXX account ending with XXXX. 
When XXXX was finished he gave XXXX Reference # XXXX for XXXX above XX/XX/XXXX Home Equity Loan account XXXX note. 
XXXX states thank you to XXXX & offers him a Happy XXXX. 

Content of XXXX call with XXXX on XX/XX/XXXX : At XXXX XXXX XXXX speaks with XXXX & importantly petitions XXXX for her to take the opportunity to make a Reference # for XXXX important statements to XXXX. 
XXXX states to XXXX she was just stunned when she discovered Citizens Bank did not take the {$1200.00} XX/XX/XXXX autopay per the XX/XX/XXXX Reference # XXXX recorded by Customer Service Specialist XXXX who XXXX spoke regarding XXXX Home Equity Loan account XXXX on XX/XX/XXXX. 
XXXX states to XXXX she found Reference # XXXX & would thoroughly read it. 
Following XXXX XXXXeading of said Reference # XXXX politely stated to XXXX she wanted XXXX to please note her Home Equity Loan account XXXX with these important notes & when XXXX had completed writing said important XX/XX/XXXX notes, would XXXX please give XXXX a Reference # for said XXXX XXXX. XXXX stated to XXXX she would write XXXX important notes & give XXXX a XXXX XXXX Reference #. 
XXXX Important notes : 1 ) XXXX was stunned when she discovered early the morning of XX/XX/XXXX Citizens Bank had chosen to act to not withdraw the XX/XX/XXXX {$1200.00} autopay on XX/XX/XXXX per XXXX recorded XX/XX/XXXX important notes recorded by XXXX, Reference # XXXX. XXXX believes Citizens Bank Loan Customer Finance officials knew of the XX/XX/XXXX Reference # XXXX & chose not to act to withdraw the XX/XX/XXXX {$1200.00} autopay even though said officials had established a precedent to take the {$1200.00} autopays per XXXX calls with recorded notes over the last months ; 2 ) XXXX believes said unreasonable act by the Citizens Bank Loan Customer Finance is a violation of Federal Reserve banking regulations which XXXX will write another Complaint to the Honorable XXXX XXXX XXXX about ; 3 ) XXXX importantly notes for unreasonable actions by Citizens Bank Loan Customer Finance earlier, XXXX wrote eight Complaints to the Federal Reserve ; thus, the Citizens Bank Loan Customer Finance has not changed their actions on XXXX Home Equity Loan account # XXXX ; 4 ) XXXX will not pay any penalty or any fee for the XX/XX/XXXX {$1200.00} autopay to be withdrawn for the established president by Citizens Bank Loan Customer Finance ; and 5 )  as a curtesy call today XX/XX/XXXX, XXXX is calling for a second time to have Citizens Bank withdraw the XX/XX/XXXX {$1200.00} autopay on XX/XX/XXXX for it was not withdrawn on XX/XX/XXXX even though Citizens Bank Loan Customer Service knew by Reference # XXXX XXXXXXXX the funds were available on XX/XX/XXXX, well within the 15 day payment grace period given by Citizens Bank Loan Customer Finance. 
XXXX states to XXXX she can not withdraw the {$1200.00} autopay, only Citizens Bank Loan Customer Finance handles the autopays, & XXXX states there may be a fee which only officials of the Customer Finance would handle. And XXXX would find a senior Customer Finance staff to take XXXX transferred call. 
XXXX importantly states to XXXX multiple times when XXXX has tried to speak with Customer Finance, Customer Finance hangs up the phone on XXXX by either closing the transferring call or hanging up the phone with XXXX when she is speaking with a Customer Finance staff. 
XXXX further importantly notes to XXXX XXXX does not know who within the Citizens Bank Home Equity Loan Department handles autopays & all of her earlier months Home Equity Loan account XXXX notes have been acted upon by the Citizens Bank Home Equity Loan Department. 
XXXX writes up XXXX important XX/XX/XXXX notes. When she is done XXXX gives XXXX a XX/XX/XXXX Reference # XXXX. 
XXXX asks XXXX to read to her what the Reference # XXXX states, to make sure XXXX wrote all of XXXX important notes. 
XXXX reads XXXX XXXX Reference # XXXX & everything is correct except one note in which XXXX had written XXXX will not call & talk with Customer Finance. 
XXXX then importantly notes multiple times for XXXX for Consumer Finance hangs up the phone with XXXX, XXXX can not talk with them.it is not a case of XXXX not willing to talk with Consumer Finance as XXXX had written. 
XXXX writes the above correction & then states to XXXX all of XXXX important XX/XX/XXXX Home Equity Loan account XXXX notes are written & recorded by Reference # XXXX. 
XXXX requests of XXXX that she please make sure all Customer Service staff see & read XXXX XX/XX/XXXX Reference # XXXX & XX/XX/XXXX Reference # XXXX. 
XXXX thanks XXXX for her work. 

XXXX XXXX Offers This Bottom-line : XXXX XXXX Freely Believes Citizens Bank 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 Have Acted Without Merit & Unreasonably When They Did Not Act On XXXX XXXX XX/XX/XXXX Reference # XXXX & XX/XX/XXXX Reference # XXXX Calls To The Citizens Bank Home Equity Loan Department Importantly Giving Authorization For A XX/XX/XXXX {$1200.00} Autopay 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. 

I wish to take the opportunity to thank you very much for your important priceless work reading my XX/XX/XXXX 7th 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