Consumer complaint received 2019-05-15
Product: Debt collection — Other debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: CITIZENS FINANCIAL GROUP, INC. (RI)

I opened a HELOC account with Citizens bank XXXX. When I opened the HELOC, I was told that by opening a checking account and Overdraft protection ( ODP ) account, I could lower the HELOC interest rate and chose to open both of these accounts XXXX as well. Every month I transferred {$250.00} from my XXXX checking account to my Citizens checking account, and established an automatic monthly transfer from the Citizens checking account to the HELOC. I did not use the Citizens checking account for any other purpose and never made any withdrawals ( other than the HELOC payment from it ). I monitored my Citizens account on-line and by using the Citizens App. Both on-line portal and the App told me that I had a {$0.00} balance for my ODP - One Deposit Checking Account until XXXX ( more on that below & screen captures available or uploaded to this complaint ). I did receive statements periodically however, all of the paper statements arrived in large font with lines that ran off the page making them essentially illegible. 

I received a phone call that asked me to contact Citizens bank about an urgent notice and stopped at a branch close to work on Thursday, XXXX. During that visit, I paid the balance owed on my HELOC and learned for the first time that the Citizens bank ODP account had a {$1000.00} payoff amount. I showed the teller that according to the Citizens App, my ODP account had a {$0.00} balance and made a screen capture for my records. The teller gave me a phone number to contact however, between work responsibilities and being transferred to other departments at Citizens, I didnt talk with an actual person that could help me until Saturday XXXX. On XXXX I spoke with XXXX ( employee # XXXX ) who stated that he was a Manager within the Citizens bank collections department. During that conversation, I learned that my account was in good standing until XX/XX/2017. XX/XX/2017 XXXX transferred {$250.00} to my Citizens checking account however because this was a Friday, it wasnt processed by Citizens before my statement went out the following week resulting in a late payment fee. I told XXXX that if I had known about the late payment fee, I would have paid it and mentioned that both the on-line portal and Citizens app showed a {$0.00} balance on my ODP account. XXXX told me that he could not help me and that I owed the payoff amount. Later that day ( XXXX ) I checked the Citizens App again and it had been corrected to show the payoff amount on my ODP account. I have a screen capture of my Citizens App from XXXX to show this change and dont believe it is a coincident that the App was updated the same day I spoke with XXXX. I have tried on several occasions to download a statement from the Citizens on-line portal and have multiple screen captures ( including one from today XXXX ) that state Failed to load your request. Please try again. 

I reviewed transactions on the Citizens App that I can see today from XXXX back to XXXX and it appears that Citizens has been charging me around {$33.00} per month and transferring payment from my Checking account ( payments that I thought were going towards the HELOC ). I havent been able to read my statements but assume these fees and finance charges go back to XX/XX/2017 ( 18 months x $ XXXX = {$590.00} ). Additionally, Citizens bank is claiming that I am more than 30 days past due on payment. 

As far as I am aware, I have made every payment on time. I only became aware that I owed anything on XXXX and both primary means that I could have tracked this ( online portal and Citizens App ) were reporting a {$0.00} balance until I reported it to XXXX at the Citizens bank collections department on XXXX. 

I do not believe that I should owe Citizens bank anything but will pay the original late payment fee from XX/XX/2017 ( I understand this was a {$10.00} fee ). I request help to waive ALL other fees and finance charges since XX/XX/2017 and reimbursement for ALL fees and finances charges that I have already paid. Additionally, I request help to clear the 30 day past due claim that Citizens has levied to my credit report. 

I served honorably in the XXXX XXXX for more than 24 years before retiring XXXX. I pay my debts on time and value my credit rating. Any help that the Consumer Finance Bureau can provide is GREATLY appreciated.