Consumer complaint received 11/25/2017 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 XX/XX/XXXX submitted https//complaint.consumerfinance.govXXXX ID For 12th 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 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.govXXXX 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 Complanit Number XXXX Submitted To CFPB XX/XX/XXXX Dear The Honorable XXXX XXXX & CEO XXXX XXXX, I present to you my 12th Complaint. I petition you to thoroughly investigate for your priceless determinations of resolutions. My XX/XX/XXXX 12th 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 XXXX 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, Citizens Bank Vice President & Operations Manager with support by Citizens Bank Consumer Finance staff 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. 

IMPORTANT POINT : THE HONORABLE DOCTOR 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 TIMES BILLING LATE CHARGES WHEN XXXX XXXX PAID THE {$1200.00} AUTOPAY ON TIME!!!!!!!! 

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 not honor XXXX XXXX XX/XX/XXXX {$1200.00} autopay charging a Late Charge Assessed of $ XXXXon XX/XX/XXXX and a Past Due Payment of {$290.00} on the Citizens Bank Home Equity Loan XXXX Statement dated XX/XX/XXXX. 

Please find documentation for XXXX XXXX XX/XX/XXXX 12th Complanit : 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 : 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 PRESIDENT & OPERATIONS MANAGER 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. 

I wish to take the opportunity to thank you very much for your important priceless work reading my XX/XX/XXXX 12th 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