Consumer complaint received 2018-09-26
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — 
Company: CITIZENS FINANCIAL GROUP, INC. (FL)

On XX/XX/2018, we contacted Citizens Bank customer service inquiring about the current amount due on our Line of Credit Loan. We have been having this constant issue with the bank for about eight years because the institution refuses to send paper statements to our address. On this date, we asked customer service once again to please ensure that statements would be sent out to us in the future. We were assured again by the customer service representative that paper statements were active, and we would be receiving them in the future. The bank 's refusal to send out statements have caused us to miss payments over the years as we never know the amount that is currently due on the loan. 

This has caused a great deal of distress over the year as the payments are often late, and we are charged arbitrary late fees that we were forced to pay due to bank error. As a result of this issue and not knowing how much was owed on the loan, we overpaid for the month of XX/XX/2018. Check number XXXX was cashed on XX/XX/XXXX in the amount of {$870.00}, and check number XXXX was cashed in the amount of {$1300.00} on XX/XX/XXXX. A note was also enclosed in the envelope asking them to apply any left over monies to future monthly payments. This was necessary as we never know how much money we owe as we never receive statements. The customer service representative assured us at that time we would not owe any additional money until XX/XX/2018. 

On XX/XX/XXXX, we were contacted again by Citizens Bank informing us that we were two months behind on loan payments and in danger of foreclosure. Baffled by this message, we called the office back on that day, and explained the issue. The customer service representative named XXXX explained that the bank had incorrectly applied the {$1300.00} payment to the principal of the loan. It would be a simple matter of reapplying the payment to the interest portion of the loan, and our payments would become current. We were told this would take a few business days to complete. 

On XX/XX/XXXX, I called again and spoke to the same person asking if the switch had been made. I was told that I would need to wait several more business days as their office hadn't done anything at all to address the matter. I called again on XX/XX/XXXX inquiring yet again about the matter. I was informed once again that their office hadn't done anything and the loan was still in default. 

We waited several more business days and called again on XX/XX/XXXX. We spoke with XXXX again and we were referred to supervisor XXXX. The reference number she provided was XXXX. She stated the problem would be corrected within two business days. We called again on XX/XX/XXXX, and their office still hadn't bothered to address the issue. Since the bank sat on this for about three weeks, we were also told that Citizens would possibly be putting a late mark on our credit reports, and that there was nothing that their office could do. It didn't matter that they had ignored the issue for about three weeks.

In the meantime, we received additional late notices from the bank with more late fees. The property is also in danger of foreclosure. Due to the Citizens Bank stunning apathy, and stalwart, abject refusal to do anything at all, this complaint is being filed to force them to finally address the matter. We are enclosing check images showing the aforementioned checks/amounts, along with two of the most recent late notices that were sent to us.