Consumer complaint received 2018-02-26
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — 
Company: CITIZENS FINANCIAL GROUP, INC. (MA)

XX/XX/XXXX The Honorable XXXX XXXX Chair, Board of Governors of the Federal Reserve Federal Reserve Board XXXX XXXX and XXXX XXXX, XXXX. 
XXXX XXXX XXXX & XXXX XXXX XXXX, Chairman, President & CEO & XXXX XXXX, Chairmans Office & Assistant Vice President XXXX XXXX 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 & XXXX XXXX Chairmans Office & Assistant Vice President XXXX XXXX XXXX XX/XX/XXXX th email to XXXX & XXXX & 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 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 Dear The Honorable XXXX XXXX & CEO XXXX XXXX & XXXX XXXX & Assistant Vice President XXXX XXXX , I present to you my 21st Complaint. I petition you to thoroughly investigate for your priceless determinations of resolutions. My XX/XX/XXXX 21st 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 21st Complaint Citizen Bank XXXX XXXX, Chairmans Office, With Citizen Bank Consumer Finance Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank Consumer Finance Staff Have Acted Without Merit & Unreasonably When They Acted CHARGING XXXX XXXX AND XXXX XXXX XXXX A LATE FEE FOR HAVING {$1200.00} AVAILABLE FINDS TO PAY THE XX/XX/XXXX {$1200.00} AUTOPAY ON XX/XX/XXXX, WITHIN THE 15 DAY GRACE PERIOD CITIZENS BANK GIVES CUSTOMERS TO MAKE THEIR LOAN PAYMENT WITHOUT ANY PENALTY OF ANY KIND INCLUDING NO LATE FEES, PER XXXX XX/XX/XXXX CALL WITH HOME EQUITY LOAN REPRESENTATIVE XXXX, REFERENCE # XXXX. TO BE SPECTACULARLY NOTED, XXXX XXXX XXXX XXXX XXXX. XXXX FREELY BELIEVE CITIZEN BANK XXXX XXXX, CHAIRMANS OFFICE, WITH CITIZENS BANK CONSUMER FINANCE VICE PRESIDENT & OPERATIONS MANAGER XXXX XXXX WITH SUPPORT BY CITIZENS BANK CONSUMER FINANCE STAFF HAVE ACTED UNREASONABLY & WITHOUT MERIT & FREELY VIOLATED FEDERAL FINANCE & BANKING & CONSUMER REGULATIONS WHEN SAID PARTIES GIVEN ABOVE FREELY ACTED TO NOT ACT ON XXXX XXXX XX/XX/XXXX REFERENCE # XXXX CALL TO THE CITIZENS BANK HOME EQUITY LOAN DEPARTMENT IMPORTANTLY GIVING SPECIFIC AUTHORIZATION FOR A XX/XX/XXXX {$1200.00} AUTOPAY ONLY ON XX/XX/XXXX NOT XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX XXXX XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR XX/XX/XXXX NOR 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 XXXX ALWAYS HUNG UP THE PHONE WITH XXXX XXXX. Moreover, XXXX XXXX XX/XX/XXXX addition to her XX/XX/XXXX addition to her XX/XX/XXXX Addition To XX/XX/XXXX 3rd Complaint Citizens Bank Home Equity Loan Department Has Acted Charging Me Expenses Without Merit & Not Properly Declaring All New Charges & Did Not Calculate Charges Correctly Against Autopays Prompted By XXXX XXXX & Is Charging Me Additional Principal That XXXX Has Never Submitted A New Home Equity Loan Application For Nor Has Citizens Bank Granted XXXX A New Home Equity Loan. 

XXXX XXXX freely believes the Citizens Bank XXXX XXXX, Chairmans Office With Citizen Bank Consumer Finance Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank Consumer Finance Staff have freely acted without merit & unreasonably AND HAVE ACTED ILLEGALLY CHARGING FUNDS OF LATE FEES AND PRINCIPAL FUNDS NEVER RECEIVED BY XXXX XXXX XXXX XXXX XXXX.   XXXX TO XXXX XXXX XXXX XXXX XXXX. XXXX HOME EQUITY LOAN ACCOUNT XXXX when they freely chose to act to not honor XXXX 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 ONLY 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, AND WITH XXXX XXXX, CHAIRMANS OFFICE, FINAL WORK ON IT ALLOWING WITH CONSUMER FINANCE WITH HOME EQUITY LOAN DEPARTMENT A UNREASONABLE & NOT AUTHORIZED NOR GRANTED PERMISSION BY XXXX XXXX NOR BY XXXX XXXX. XXXX FOR A XX/XX/XXXX {$36.00} LATE CHARGE ASSESSED WITH ADDITIONAL PRINCIPAL FOR HOME EQUITY LOAN ACCOUNT XXXX NEVER PAID TO XXXX XXXX NOR XXXX XXXX. XXXX STATED ON CITIZENS BANK HOME EQUITY LOAN STATEMENT OF XX/XX/XXXX AND XX/XX/XXXX LETTER. 

XXXX XXXX supporting documentation the XXXX XXXX XX/XX/XXXX ( XXXX ) XXXX call XXXX had with Home Equity Loan Department Agent XXXX, Reference # XXXX, AND CITIZENS BANK HOME EQUITY LOAN STATEMENT DATED XX/XX/XXXX WITH XX/XX/XXXX LETTER TO XXXX XXXX XXXX XXXX XXXX. XXXX. 

XXXX XXXX XX/XX/XXXX Call To XXXX at 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 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 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 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 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 XXXX Home Equity Loan Statement Date Statement : Amount Due {$7700.00} [ {$1200.00} + {$400.00} + XXXX ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}. 
Principal {$320.00} + Interest {$890.00} = Current Payment Due {$1200.00} + Total Fees & Charges {$400.00} + Past Due Payment {$6100.00} = Total  Amount Due {$7700.00}. 
Amount Past Due {$6100.00} + Late Charges Due {$400.00} = Total Amount Due {$7700.00}. 
XX/XX/XXXX Late Charge Assessed {$36.00} XX/XX/XXXX Statement Sent to XXXX XXXX and XXXX XXXX. XXXX. 
ACCOUNT NUMBER ENDING WITH XXXX AMOUNT PAST DUE {$6100.00} OTHER FEES DUE 00.00 LATE CHARGES DUE {$440.00} TOTAL AMOUNT PAST DUE {$6500.00} IMPORTANT NOTES FOR YOUR PRICELESS REVIEW : XXXX XXXX BELIEVES CITIZENS BANK OFFICIALS HAVE ADDED ADDITIONAL PRINCIPAL SUMS & LATE CHARGES XXXX XXXX XXXX XXXX XXXX. XXXX WHEN XXXX XXXX HAS HAD {$1200.00} AVIALABLE AUTOPAY FUNDS CITIZENS BANK ACTS TO NOT WITHDRAW & XXXX XXXX XXXX XXXX XXXX. XXXX HAVE NEVER FILED A HOME LOAN OF ANY TYPE FOR NOR HAVE XXXX XXXX XXXX XXXX XXXX. XXXX EVER GOTTEN ADDITIONAL PRINCIPAL SUMS FOLLOWING THEIR XXXX, XXXX HOME EQUITY LOAN & XXXX, XXXX HOME EQUITY LINE OF CREDIT. MOREOVER, XXXX XXXX HAS WITNESSED WRITTEN CITIZENS BANK HOME EQUITY LOAN XXXX   MONTHLY STATEMENTS & LETTERS STATING AMOUNT PAST DUE & LATE CHARGES DUE & TOTAL AMOUNT PAST DUE WITH FULL {$1200.00} MONTHLY AUTOPAY SUMS, CALCULATED BY ADDING A PRINCIPAL PAYMENT & INTEREST PAYMENT FOR THAT MONTH, ADDED INTO PAST DUE PAYMENTS AMOUNTS DOCUMENTING CITIZENS BANK OFFICIALS ARE ADDING MONTHS PRINCIPAL PAYMENTS CHARGING ADDITIONAL PRINCIPAL SUMS XXXX XXXX XXXX XXXX XXXX. XXXX HAVE NEVER FILED FOR NOR GOTTEN FROM CITIZENS BANK INTO THE CITIZENS BANK WRITTEN OWED PAST DUE AMOUNTS. FINAL IMPORTANT POINT : CITIZENS BANK OFFICIALS DID NOT CALCULATE MONTHS INTEREST CHARGES ALONE & ADDED THE MONTHS PRINCIPAL AMOUNT FOR THE THREE XXXX   MONTHS XXXX XXXX DID NOT HAVE AVAILABLE FUNDS FOR PERSONS FREELY AGREEING TO BUY XXXX ORIGINAL ANTIQUE FURNITURE ITEM TWO DAYS BEFORE THE END OF THE MONTH SUDDENLY STATED THEY DECIDED TO NOT BUY XXXX   ORIGINAL FURNITURE & THE ONE XXXX MONTH XXXX XXXX COULD NOT PAY FOR CITIZENS BANK VIOLATED XXXXS INSTRUCTIONS, COMPLAINT XXXX & THE MONTHS AT THE END OF XXXX WHEN CITIZENS BANK OFFICIALS DID NOT WITHDRAW XXXX AVAILABLE {$1200.00} WITHIN FIFTEEN DAY ALLOWED GRACE PERIOD : XXXX XXXX XX/XX/XXXX XXXX XXXX Citizen Bank Consumer Finance With Home Equity Loan Department Has Acted Without Merit & Unreasonably Taking {$1200.00} Loan Payment On XX/XX/XXXX When For Twenty Minutes XXXX XXXX Stated To Citizens Home Equity Loan Agent XXXX XXXX Was Authorizing A Loan Payment of {$290.00} Principal + {$220.00} Interest = {$520.00} NOT {$1200.00} For XXXX XXXX Had Paid A {$1100.00} Property Tax Bill On XX/XX/XXXX, A Condition Of The Home Equity Loan. For This Citizens Bank Consumer Finance With Home Equity Loan Department Act Violating XXXX XXXX   Detailed XX/XX/XXXX Payment Statement, XXXX XXXX Believes This Citizens Bank Department Violated Laws Of Federal Banking Regulations. 

XXXX XXXX Offers This Bottom-line : XXXX XXXX Freely Believes Citizens Bank Has Violated Federal Banking & Finance & Consumer Regulations For All Of The Above Documented Issues. XXXX XXXX Freely Believes Federal Banking & Finance & Consumer Regulations Do Not Allow XXXX XXXX, Chairmans Office, with Citizens Bank Consumer Finance With Citizens Bank Consumer Finance Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank Consumer Finance Staff Of The Citizens Bank Home Equity Loan Department to ACT TO Freely VIOLATE Federal Banking Regulations For All Of The Above Documented Issues. XXXX XXXX Freely Believes Federal Banking Regulations Do Not Allow Citizens Bank Chairmans Office Staff With Consumer Finance Officials Of The Citizens Bank Home Equity Loan Department To Have Acted Without Merit & Unreasonably For All Of The  Above Documented Issues. FINALLY, XXXX XXXX WANTS ALL CITIZENS BANK CONSUMER FINANCE OF THE CITIZENS BANK HOME EQUITY LOAN DEPARTMENT STAFF, MOST ESPECIALLY CONSUMER FINANCE VICE PRESIDENT & OPERATIONS MANAGER XXXX XXXX TO HONOR & ACKNOWLEDGE THE HONORABLE   DOCTOR XXXX XXXX XXXX ACT SHE HAS NOT DETERMINED XXXX XXXX XXXX XXXX XXXX. XXXX ARE RESPONSIBLE FOR ALL OF THE CITITZENS BANK BILLED LATE CHARGES FOR ACCOUNT XXXX BY REMOVING EVERY PENNY OF CITIZENS BANK LATE CHARGES ASSESSED TO ACCOUNT XXXX. AND XXXX XXXX WANTS ALL CITIZENS BANK COMSUMER FINANCE OF THE CITIZENS BANK HOME EQUITY LOAN DEPARTMENT STAFF, MOST EXPECIALLY CONSUMER FINANCE VICE PRESIDENT & OPERATIONS MANAGER XXXX XXXX TO CORRECTLY CALCULATE PAST DUE AMOUNTS WITHOUT ONE RED CENT OF MONTHS PRINCIPAL SUMS XXXX XXXX XXXX XXXX XXXX. XXXX HAVE NEVER SUBMITTED A LOAN APPLICATION FOR NOR HAVE GOTTEN FROM CITIZENS BANK. 

I wish to take the opportunity to thank you very much for your important priceless work reading my XX/XX/XXXX XXXX Complaint. I await your replies. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, Massachusetts XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX