Consumer complaint received 11/26/2017 about Mortgage (Home equity loan or line of credit (HELOC)) with CITIZENS FINANCIAL GROUP, INC. (MA).
Issue: Trouble during payment process

Complaint: XX/XX/XXXX XXXX XXXX XXXX XXXX submitted https//complaint.consumerfinance.gov/XXXX ID For 14th Complaint Sent To Citizens Bank XXXX The Honorable XXXX XXXX XXXX XXXX, Chair, Board of Governors of the Federal Reserve Federal Reserve Board XXXX XXXX XXXX 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.govXX/XX/XXXX 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 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/XXXXDear The Honorable XXXX XXXX & CEO XXXX XXXX, I present to you my 14th Complaint. I petition you to thoroughly investigate for your priceless determinations of resolutions. My XX/XX/XXXX 14th 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 14th Complaint For The Merit Of XXXX XXXX XX/XX/XXXX 9th Complaint CFPB # XXXX & XX/XX/XXXX 10th Complaint CFPB # XXXX & XX/XX/XXXX 11th Complaint CFPB # XXXX & XX/XX/XXXX 12th Complaint CFPB # XXXX, XXXX XXXX Freely Believes Citizen Bank Consumer Finance Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank Consumer Finance Staff HAVE ESTABLISHED A PATTERN OF ACTIONS Without Merit & Unreasonably Showing Bias With Discrimination To XXXX XXXX XXXX XXXX XXXX. XXXX & Acts Of Theft For Their XXXX XXXX XXXX Property & XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, And XXXX XXXX, Patriot Forever Declaring Independence, XXXX XXXX XXXX XXXX & XXXX XXXX Pending Lawsuits Valued For Many XXXX XXXX XXXX XXXX Dollars & Her Inheritance. 

XXXX XXXX freely believes the Citizens Bank Consumer Finance Vice President &  Operations Manager XXXX XXXX with support by Citizens Bank Consumer Finance staff of the Home Equity Loan Department have acted without merit & unreasonably when they freely chose to act to show bias with discrimination to XXXX XXXX & XXXX XXXX. XXXX & acts of theft for their XXXX XXXX XXXX property XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, And XXXX XXXX, Patriot Forever Declaring Independence, XXXX XXXX XXXX XXXX XXXX XXXX XXXX pending lawsuits valued for many XXXX XXXX XXXX XXXX XXXX & her inheritance. 

Please find documentation for XXXX XXXX XX/XX/XXXX 9th Complaint CFPB # XXXX & XX/XX/XXXX 10th Complaint CFPB Complaint # XXXX & XX/XX/XXXX 11th Complaint CFPB # XXXX & XX/XX/XXXX 12th Complaint CFPB # XXXX : XXXX XXXX XXXX XXXX Addition, XXXX Complaint CFPB Complaint # XXXX, To XX/XX/XXXX XXXXrd 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. 

XX/XX/XXXX XXXX XXXX addition to her above XX/XX/XXXX & XX/XX/XXXXXXXX statement : XXXX XXXX freely believes the Citizens Bank Home Equity Loan Department has acted charging me expenses without merit of adding a full {$1200.00} monthly payment amount of both principal & interest sums to their past due payment calculations for XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX &XX/XX/XXXX & XX/XX/XXXX Home Equity Loan Statements Total Amount Due sums, & have not properly declared all new charges documented in the XX/XX/XXXX bill XXXX XXXX & XXXX XXXX got from Citizens Bank, & in all the declared bills gotten from Citizens Bank the Amount Past Due & Total Amount Past Due adds a full {$1200.00} monthly payment amount of both principal & interest sums. Important Note : neither XXXX XXXX nor XXXX XXXX have gotten additional Home Equity Loan funds from Citizens Bank following their most recent loan of XX/XX/XXXX. {$64.00} question : why is the Citizens Bank Home Equity Loan Department adding additional principal funds starting in XX/XX/XXXX & continuing through XX/XX/XXXX in all of their Home Equity Loan Statements calculations of Past Due Payments & Total Amount Due & Estimated Payoff Amount figures when neither XXXX XXXX nor XXXX XXXX have gotten additional principal funds from Citizens Bank following the XX/XX/XXXX Home Equity Loan? 

XXXX XXXX XX/XX/XXXX 10th Complaint CFPB Complaint # 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 & Said Unreasonable Citizens Bank Consumer Finance XX/XX/XXXX Action XXXX XXXX Did Not Have Available {$1200.00} Funds For The XX/XX/XXXX Autopay & The Citizens Bank Consumer Finance Have Been Charging Late Fees From XX/XX/XXXX Through XX/XX/XXXX. For This Citizens Bank Consumer Finance With Home Equity Loan Department Act Violating XXXX XXXX Detailed XX/XX/XXXX Payment Statement & Act Violating XXXX XXXX Available Funding For The XX/XX/XXXX Autopay, XXXX XXXX Believes This Citizens Bank Department Violated Laws Of Federal Banking Regulations. 

XXXX XXXX supporting documentation the XXXX XXXX XX/XX/XXXX ( XXXX ) XXXX XXXX call XXXX had with Home Equity Loan Department Agent XXXX, a Citizens Bank recorded call with truthful notes taken by XXXX XXXX and the Citizens Bank Home Equity Loan documentation from XX/XX/XXXX through XX/XX/XXXX. 

Content of XXXX call with XXXX : XXXX asks of XXXX, is he an Agent of the Citizens Bank Home Equity Loan Department. Dukes answer yes. 
XXXX states to XXXX she wants her statement noted on her Home Equity Loan account for Citizens Bank has not taken the XX/XX/XXXX autopay for her account XXXX : one month ago XXXX stated to Agent XXXX she had Social Security funds for account XXXX autopays & XXXX is responsible for the Home Equity Loan conditions & on XX/XX/XXXX XXXX paid the Town of XXXX {$110.00} property tax bill due leaving her funds to make a XX/XX/XXXX autopay on XXXX XXXX of {$290.00} principal [ noted on XX/XX/XXXX Citizens Bank Home Equity Loan Statement ] & {$220.00} interest equaling {$520.00} & please have Citizens Bank take this XX/XX/XXXX & XX/XX/XXXX available autopay. 
XXXX reply : he can not take the payment for there is a hold on this account & XXXX must talk with Consumer Counseling [ Consumer Finance ]. 
For twenty minutes XXXX politely pleads with XXXX to please note her account as requested above & XXXX states he can not. And XXXX importantly notes Consumer Finance has repeatedly hung up the phone on her. 
At the end of this call XXXX states to XXXX she has filed 6 Complaints to the Federal Reserve regarding Citizens Bank actions & XXXX will tell the Federal Reserve of this call with notes she has taken. Only then did XXXX agree to importantly note XXXX XXXX account XXXX as she requested above. 


XXXX XXXX XX/XX/XXXX 11th Complaint CFPB # XXXX 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 & 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. 

Content of XXXX call with Eymer on XX/XX/XXXX : At noon XXXX speaks with XXXX & importantly requests Eymer 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 XXXX 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. 

Content of XXXX XXXX with XXXX on 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 Eymer who XXXX spoke regarding XXXX Home Equity Loan account XXXX on XXXX 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 XXXX 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 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 & 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. 

XX/XX/XXXX Complaint CFPB # XXXX XXXX XXXX XX/XX/XXXX 12th Complaint Citizen Bank Consumer Finance Vice President & Operations Manager XXXX XXXX With Support By Citizens Bank Consumer Finance Staff Has Acted Without Merit & Unreasonably When They Acted CHARGING XXXX XXXX AND XXXX XXXX XXXX A LATE FEE FOR PAYING THE XX/XX/XXXX {$1200.00} AUTOPAY ON TIME. Moreover, XXXX XXXX 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. 
XX/XX/XXXX XX/XX/XXXX Home Equity Loan Statement Date Statement : Amount Due {$7600.00} [ {$1200.00} + {$290.00} + XXXX ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}. 
Principal {$260.00} + Interest {$950.00} = Current Payment Due {$1200.00} + Total Fees & Charges {$290.00} + Past Due Payment {$6100.00} = Total Amount Due {$7600.00}. 
Amount Past Due {$6100.00} + Late Charges Due {$290.00} = Total Amount Due {$7600.00}. 

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 {$330.00} TOTAL AMOUNT PAST DUE {$6400.00} XXXX XXXX Offers This Bottom-line For Her XX/XX/XXXX 12th Complaint : XXXX XXXX Freely Believes 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 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 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  XX/XX/XXXX XXXX XXXX TO HONOR & ACKNOWLEDGE THE HONORABLE DOCTOR XXXX XXXX XXXX ACT SHE HAS NOT DETERMINED 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. 

XXXX XXXX XX/XX/XXXX COMPLAINTS WERE SENT BY CERTIFIED MAIL TO THE HONORALBE DOCTOR XXXX XXXX XXXX AND CITIZENS BANK CEO & GOVERNORS XXXX XXXX & XXXX XXXX. XXXX XXXX XX/XX/XXXX COMPLAINTS WERE THEN FORWARDED TO CFPB WHO SUBMITTED THESE COMPLAINTS ON XX/XX/XXXX TO CITIZENS BANK AS CFPB COMPLAINT # XXXX. PLEASE THOROUGHLY READ CFPB COMPLAINT # XXXX IMPORTANTLY NOTING THE XX/XX/XXXX COMPLAINTS BELOW. 

XXXX XXXX XXXX XXXX XXXX Complaint CFPB Complaint # XXXX Discrimination and Bias Against XXXX XXXX XXXX Citizen In XXXX History To Have Lived Unlike President XXXX XXXX Following A Hairsbreadth Of XXXX Head Injury, & XXXX XXXX XXXX A XXXX XXXX Veteran & XXXX Like XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX Adopted Profoundly Abused XXXX XXXX XXXX. 

XXXX XXXX XX/XX/XXXX 2nd Complaint CFPB Complaint # XXXX Citizen Bank Consumer Finance With Home Equity Loan Department Have I Believe Acted To Steal My Priceless Once In All Of History XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Declared the XXXX XXXX, XXXX XXXX XXXX XXXX XXXX & XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX To Be Forever Honored And Revered As A United States Of America XXXX XXXX, Just Like National Treasures Of The Declaration Of Independence, XXXX XXXX XXXX XXXX XXXX, & XXXX XXXX By Working To Initiate Foreclosure Proceedings & To Hang Up During My Calls. 

XXXX XXXX XXXX XXXX 4th Complaint CFPB Complaint # XXXX Citizens Bank Home Equity Loan Department Has Acted In Its Initial Foreclosure Proceedings To Deny Me & Steal From Me My Opportunity For Important Lawsuits Of Substantial Consequences Including Actually Getting XXXX XXXX XXXX Court President Judge XXXX XXXX Declared Estate Share Of XX/XX/XXXX. 

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

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

Company response to consumer: Closed with explanation