Consumer complaint received 2017-02-08 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: OH

Complaint narrative:
I had a large loss on my business building that I have a loan with at Citizen 's bank, in XXXXXXXX. My insurance check had to go to the home office to get endorsed. No one from the office of the chairman, who had my initial complaint warned me ahead of time, even though they knew a large check was going to be sent to me, with them also as a payee. I got the check Wednesday XXXX XXXX. My bank manager over nighted it to the home office. It was received at XXXX XXXX XXXX. XXXX XXXX. Continued contact with the office of the chairman spokesman, XXXX XXXX, proved to be uninformative. He knew nothing, and seemed to not be able to communicate with the loan department, which is absolutely ludicrous. They expect intelligent people to believe that the supervisor of XXXX, XXXX, and XXXX have no way to call and talk to the loan department who handles insurance disbursements. Going through the office of the chair, was suppose to expedite my payments. On Wednesday XXXX XXXX, I am told the check is not endorsed by me, and they have to send it back. It took them XXXX days to figure that out. The check was sent back to me. XXXX XXXX did not know if it was regular mail, or overnight. By XXXX on XXXX XXXX XXXX, I felt that the check was not overnighted. I went out and when I got home at XXXX XXXX, the envelope with the check was in the door. I would have taken it right back to the bank, Thursday if I had known it was coming. As it was, we took it up Friday with a XXXX page letter describing out business building that is getting rebuilt as it is an agricultural outdoor building without all the guidelines for the third disbursement. I was asking for the first and second disbursements as we have already gotten the building down, and need the funds to continue with the building of the new building, including the purchase price which is due in two days now, when it is delivered. I was told on Friday XXXX XXXX by XXXX XXXX supervisor in the office of the chair, that she would do whatever necessary to expedite payment. 
Both XXXX and XXXX, talk and say nothing concrete. They have no real facts from the department that handles disbursements of funds. They are basically sweet talking me so that the bank can keep these funds as long as possible. My bank manager had my endorsed check and letter on Friday the XXXX, at XXXX XXXX and failed to get it in the XXXX box in time to be picked up Friday night. It never got shipped until Monday the XXXX, and received Tuesday the XXXX. I assumed that I would have my funds deposited Tuesday when they received the check- I was told Monday evening by XXXX XXXX that he would arrange a conference call with the loan department, for Tuesday and my questions could be answered. No call, so I called, XXXX, XXXX and XXXX XXXX. Finally got a call from XXXX, who now tells me it is so hard to arrange a conference call with everyone at one time because of meetings. I told her the conference call was their idea. I want my disbursements. At this point, the office of the chairman, supervisor knows nothing and can not tell me with Citizen 's bank will disburse MY- let me repeat MY money from my insurance proceeds to rebuild my building where I make a living, so that I can pay the loan, and my other bills. They have stolen my money with no way for me to talk to anyone that has any control over the release of my funds. How can banks get away with this. Everyone knows this is our living, and that we can not work without our building. Citizen 's bank managers, regional managers, and even XXXX XXXX XXXX who runs the XXXX Citizen 's banks have been contacted, and no one, can step in and help a customer who has had a loan for 17 years with them, and a checking account for over 20 years. This is how they treat their good customers, never late one day on a loan. My advise to anyone -- do n't get a loan with CITIZEN 'S

Company response to consumer: Closed with explanation