Consumer complaint received 01/28/2018 about Mortgage (Home equity loan or line of credit (HELOC)) with CITIZENS FINANCIAL GROUP, INC. (MA).
Issue: Trouble during payment process

Complaint: 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 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 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 , I present to you my 16th Complaint. I petition you to thoroughly investigate for your priceless determinations of resolutions. My XX/XX/XXXX 18th 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 18th Complaint Citizen Bank XXXX XXXX Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank XXXX XXXX Staff Has 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 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. 

IMPORTANT POINT : THE HONORABLE XXXX XXXX XXXX XXXX HAS NOT DETERMINED XXXX XXXX AND XXXX XXXX XXXX ARE RESPONSIBLE TO PAY THE LATE CHARGES CITIZENS BANK HAS BILLED XXXX XXXX AND XXXX XXXX  XXXX FOR & AT BILLING ADDITIONAL PRINCIPAL LOAN SUMS WHEN XXXX XXXX & XXXX XXXX  XXXX HAVE NOT APPLIED FOR A NEW HOME EQUITY LOAN AFTER BEING GRANTED ONE BY CITIZENS BANK IN XX/XX/XXXX!!!!!!!! 

XXXX XXXX freely believes the Citizens Bank XXXX XXXX Vice President & Operations Manager XXXX XXXX with support by Citizens Bank XXXX XXXX staff of the Home Equity Loan Department have acted without merit & unreasonably when they freely chose to act to not honor XXXX XXXX  XX/XX/XXXX {$1200.00} autopay on XX/XX/XXXX charging a Late Charge Assessed of {$36.00} on XX/XX/XXXX and a Past Due Payment of {$360.00} on the Citizens Bank Home Equity Loan XXXX Statement dated XX/XX/XXXX. 

Please find documentation for XXXX XXXX XX/XX/XXXX 18th Complaint : XX/XX/XXXX XX/XX/XXXX Home Equity Loan Statement Date Statement : Amount Due {$7700.00} [ {$1200.00} + {$360.00} + XXXX ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}. 
Principal {$260.00} + Interest {$950.00} = Current Payment Due {$1200.00} + Total Fees & Charges {$360.00} + Past Due Payment {$6100.00} = Total Amount Due {$7700.00}. 
Amount Past Due {$6100.00} + Late Charges Due {$360.00} = 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 XXXX LATE CHARGES DUE {$400.00} 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 WHEN XXXX XXXX HAS HAD {$1200.00} AVIALABLE AUTOPAY FUNDS CITIZENS BANK ACTS TO NOT WITHDRAW & XXXX XXXX & XXXX XXXX   XXXX HAVE NEVER FILED A HOME LOAN OF ANY TYPE FOR NOR HAVE XXXX XXXX & XXXX XXXX XXXX EVER GOTTEN ADDITIONAL PRINCIPAL SUMS FOLLOWING THEIR XX/XX/XXXX HOME EQUITY LOAN & XX/XX/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 XXXXXXXX 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 XX/XX/XXXXMONTHS 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 XX/XX/XXXX MONTH XXXX XXXX COULD NOT PAY FOR CITIZENS BANK VIOLATED XXXX   INSTRUCTIONS, COMPLAINT XXXX & THE MONTHS AT THE END OF XX/XX/XXXX WHEN CITIZENS BANK OFFICIALS DID NOT WITHDRAW XXXX  AVAILABLE {$1200.00} WITHIN FIFTEEN DAY ALLOWED GRACE PERIOD : XXXX XXXX XX/XX/XXXX 8th Complaint Citizen Bank XXXX XXXX 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 XXXX XXXX With Home Equity Loan Department Act Violating XXXX XXXX DetailedXX/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 XXXX XXXX Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank XXXX XXXX Staff Of The Citizens Bank Home Equity Loan Department Have Freely violated Federal Banking Regulations For All Of The Above Documented Issues. XXXX XXXX Freely Believes Federal Banking Regulations Do Not Allow Citizens Bank XXXX XXXX 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 XXXX XXXX OF THE CITIZENS BANK HOME EQUITY LOAN DEPARTMENT STAFF, MOST ESPECIALLY XXXX XXXX VICE PRESIDENT & OPERATIONS MANAGER XXXX XXXX TO HONOR & ACKNOWLEDGE THE HONORABLE XXXX  XXXX XXXX XXXX ACT SHE HAS NOT DETERMINED XXXX XXXX & XXXX XXXX XXXXXXXX ARE RESPONSIBLE FOR ALL OF THE CITITZENS BANK BILLED LATE CHARGES FOR ACCOUNT XXXX BY REMOVING EVERY XXXX OF CITIZENS BANK LATE CHARGES ASSESSED TO ACCOUNT XXXX. AND XXXX XXXX WANTS ALL CITIZENS BANK XXXX XXXX OF THE CITIZENS BANK HOME EQUITY LOAN DEPARTMENT STAFF, MOST EXPECIALLY XXXX XXXX VICE PRESIDENT & OPERATIONS MANAGER XXXX XXXX TO CORRECTLY CALCULATE PAST DUE AMOUNTS WITHOUT XXXX RED XXXX OF MONTHS PRINCIPAL SUMS 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 18th Complaint. I await your replies. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, Massachusetts XXXX ( XXXX ) XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation