Consumer complaint received 2024-03-04 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY

Complaint narrative:
Regarding Citizens Bank, Line of Credit account number XXXX. 
I am the XXXX XXXX of this account. The account was granted on XX/XX/XXXX in the amount of {$100000.00} with the option of paying the monthly interest due but NOT having to pay anything of the outstanding balance at that time ( Option 1 ). The account has never been late in interest payments made, therefore always " Paid as Agreed ''. I used {$64000.00} of the available funds to improve one of the properties that the trust owns. Because I have been scammed regarding the six accounts I manage with Citizens Bank, I requested that the account be " Frozen '' I initiated this action, not the bank. In XXXX of XXXX I had an issue with one of the heating plants in one of the properties and was given an estimate of {$14000.00} to replace the heating plant. Since this a capital improvement, using the loan account is the natural source for the replacement cost. I contacted the bank onXXXX and requested that the loan be un-frozen. I was told that a letter would be forthcoming to me making the funds available in ten business days. 
XXXX I spoke with the banker at the local branch inquiring about the letter and after her contacting presumably a loan officer of the bank, and told again that a letter has been sent and to wait another ten business days. I called the load office of the bank and spoke with a supervisor named XXXX, again the response was the ten day business period. I returned to the local branch and spoke with the same banker, who suggested that I file a complaint with " The office of the Chairman of the Bank ''. She did file the complaint. I received a cell phone voice message from the chairman 's office representative named XXXX stating that she attempted to contact me but I didn't pickup the call. XXXX then sent me a message to my email stating that I didn't answer her call but " If I had any further inquires I could reach her at XXXX. I returned her call at that number and left a voice message. There was no response to my voice message. I then replied to her email that because of the frequency of cell phone " scams '' and " phishing '', XXXX should return the phone call using only that telephone number given to me, as I entered that number in my telephone contact list and when the call came in her name would appear on the screen. Recognizing the caller I would happily answer the call. On XX/XX/XXXX I received a call from a Citizens Bank person named XXXX inquiring about the possibility of paying off the balance. I explaing to him that with regard to the trust, the interest on the loan was " Debt Service ' a common conveyance of financial arrangements. I further explained that the features of this trust is that all net expences of the trust flow into my personal income tax obligation. Therefore all expenses of the trust are paid from the trust accounts. 
During the conversations between the banker and the " back office '' or load representatives, she was told that the letter could be provided by the branch off ice and twice she was told that that was incorrect by the " back office ''. 
On XX/XX/XXXX I noticed on my credit report that the load has been CLOSED, REALLY! 
Again, the account has never been late or in arrears. Personally I have a XXXX credit rating.

Company response to consumer: Closed with explanation