Consumer complaint received 2018-01-20
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — 
Company: CITIZENS FINANCIAL GROUP, INC. (MA)

The Honorable XXXX XXXX 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 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/submit-a-complaint 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 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 Submitted To CFPB XX/XX/XXXX Dear The Honorable XXXX XXXX & CEO XXXX XXXX, I present to you my 15th Complaint. I petition you to thoroughly investigate for your priceless determinations of resolutions. My XX/XX/XXXX 15th 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 15th 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 & 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 & a 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 XXXX every time XXXX has tried to speak with Consumer Finance they have hung up the phone with her. 

XXXX XXXX supporting documentation the XXXX XXXX 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. 

XXXX XXXX XXXX XX/XX/XXXX Calls To XXXX XXXX XXXX With Documentation Of XXXX XX/XX/XXXX Call To XXXX & XX/XX/XXXX Call To XXXX at Citizens Equity Loan Department XXXX calls ( XXXX ) XXXX XXXX. 

XX/XX/XXXX At XXXX XXXX XXXX speaks with XXXX & importantly petitions XXXX to Read XXXX & XXXX & with these Reference # s add XXXX XX/XX/XXXX note with a XX/XX/XXXX Reference #. 
XXXX petitions XXXX to find XX/XX/XXXX Reference # XXXX & XX/XX/XXXX Reference # XXXX and to add a new XX/XX/XXXX Reference # to XXXX important statement Given Reference # XXXX   XXXX & Reference # XXXX XXXX payments, XXXX will have the XX/XX/XXXX {$1200.00} Home Equity Loan account XXXX autopay on XX/XX/XXXX with available funds of Social Security funds she gets & this is within the 15 day grace period for autopay payments thus XXXX would not be charge a penalty. 
XXXX finds Reference # s XXXX & XXXX & reads them. 
XXXX then states looking at issues you have with XXXX. XXXX continues stating accounts of the home equity loan & line of credit have issues & assets recovery is now who I should be speaking with. 
XXXX then importantly notes : she has filed 14 Complaints with the Honorable XXXX XXXX XXXX, with five recent complaints including XX/XX/XXXX Reference # XXXX & XX/XX/XXXX Reference # XXXX were not honored by Citizens Bank Home Equity Loan Department. 
XXXX then states he has to check bank policies & procedures & starts doing that, in reference to XXXX petition of a XX/XX/XXXX note Reference #. 
XXXX then importantly notes to XXXX the following : 1 ) CEO XXXX XXXX XXXX has all of XXXX Complaints thus XXXX XXXX has XXXX Complaints, 2 ) XX/XX/XXXX & XX/XX/XXXX Reference # XXXX XXXX & XXXX were allowed per bank policies & procedures XXXX believes & 3 ) XXXX petitions XXXX to have all Citizens Bank involved parties to read the new XX/XX/XXXX Reference # XXXX has petitioned XXXX for. 
XXXX considers the referenced documentation & XXXX statements to him, & then states OK to XXXX petition of a XX/XX/XXXX Reference # attached to her two Reference # s XXXX & XXXX. 
XXXX then importantly offers to XXXX what they have agreed to : You said you would please note Reference # s XXXX & XXXX I will have {$1200.00} available funds for the XX/XX/XXXX autopay Then suddenly XXXX states to XXXX XXXX XXXX I will be back in 2 3 minutes & he puts XXXX on holdXXXX counts the minutes & at eight minutes of waiting for XXXX to return & complete what he stated to XXXX to do, XXXX hangs up the phone. 
Important Point : XXXX freely believes what XXXX did to XXXX was unreasonable & not merited. 
At XXXX XXXX XXXX speaks with XXXX & importantly notes to XXXX she believes her call with XXXX was unreasonable & XXXX   wishes to have XXXX important work on her behalf. 
XXXX petitions XXXX to find the XX/XX/XXXX Reference # XXXX & XX/XX/XXXX Reference # XXXX and to add a new XX/XX/XXXX Reference # to XXXX   important statement Given Reference # XXXX   XXXX & Reference # XXXX XXXX payments, XXXX will have the XX/XX/XXXX {$1200.00} Home Equity Loan account XXXX autopay on XX/XX/XXXX with available funds of Social Security funds she gets & this is within the 15 day grace period for autopay payments thus XXXX would not be charge a penalty. 
XXXX finds my XX/XX/XXXX Reference # XXXX & XX/XX/XXXX Reference # XXXX & states to XXXX he is noting the two Reference # s & will put me on a 2 minute hold. 
In less than 2 minutes XXXX comes back on the phone & states to XXXX the XX/XX/XXXX Reference # is XXXX. 
XXXX then confirmed what XXXX noted on Reference # XXXX, XXXX states to XXXX Reference # XXXX states : XX/XX/XXXX Reference # XXXX & XX/XX/XXXX Reference # XXXX have the XX/XX/XXXX Reference # XXXX with XXXX important statement Given Reference # XXXX XXXX & Reference # XXXX XXXX payments, XXXX will have the XX/XX/XXXX {$1200.00} Home Equity Loan account XXXX autopay on XX/XX/XXXX with available funds of Social Security funds she gets & this is within the 15 day grace period for autopay payments thus XXXX would not be charge a penalty. 
XXXX reply Yes & XXXX states to XXXX thank you very much. 

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. 

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 reading 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 XX/XX/XXXX. XXXX stated to XXXX she would write XXXX important notes & give XXXX a XX/XX/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   XXXX 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 XX/XX/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 XXXX XX/XX/XXXX Call To XXXX With Documentation Of XXXX XX/XX/XXXX Call To XXXX & XX/XX/XXXX Call To XXXX XXXX XX/XX/XXXX Call To XXXX at Citizens Home Equity Loan Department XXXX call ( XXXX ) XXXX XXXX, 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 {$1200.00} 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 {$1200.00} 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 {$1200.00} 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 {$1200.00} 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 {$1200.00} 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 {$1200.00} autopay, XXXX learned from the ( XXXX ) XXXX XXXX Citizens Bank staff her XX/XX/XXXX {$1200.00} autopay was collected by the Citizens Bank Home Equity Loan Department on XX/XX/XXXX. 

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 & 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 15th Complaint. I await your replies. 
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, Massachusetts  XXXX ( XXXX ) XXXX XXXX XXXX XXXX