Consumer complaint received 2024-11-10 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Payment process
Company: CITIZENS FINANCIAL GROUP, INC.
State: VT

Complaint narrative:
XXXX / Citizens Bank Loan Issue CASE # XXXX I submitted an appeal to the case listed above a few weeks ago ( You can check when I logged on last ) But for some reason it does not show the appeal was accepted or perhaps there was a glitch. 

Please do NOT close this case. 
Here again is the information I submitted last time .... 

+++++++++++++++++++++++++++++++++++++++++++++++++++++ I hereby dispute the information provided by Citizens Bank that was submitted as an answer to my complaint for the following reasons 1 : The copy of the letter Citizens Bank claims to have sent to me was never received. And would not such an IMPORTANT letter come certified?

2 : Letters that Citizens Bank claims to have sent were never received. 
No certified letters, etc. 
Perhaps the copies of the letters they claim to have sent have gone somewhere else. 
I offer these fact to support my claim .... 
Citizens Bank claims to have attempted to serve me with papers for the past 8 months. Citizens Bank claims that the sheriff and/or process server cant find my home. 
Their claim is false for the following reasons * The Chief of police and the Fire Chief are XXXX XXXX XXXX XXXX * The Sheriff has XXXX XXXX XXXX XXXX a few times over the years * Vermont XXXX Police officers been to my house too * If right now, I called for an ambulance within 10 minutes, a dozen first responders would be here to help, like they did when XXXX XXXX XXXX XXXX a few years ago. 
* Citizens did a home inspection a few months ago ( and they billed me for it ) Yet for important paperwork, they claim they cant find my home. 

3 : Citizen Bank dispensed false and misleading information when I personally inquired ( several times ) about concerns with my loan payments, assuring me there were NO problems with the payments. ( as I stated in my complaint ) Verified by PROOF of payment receipts from Citizens Bank and PROOF of withdrawals from the account. 

4 : Citizens claims to have returned the payments. Yet NO funds of any kind were returned to us over the disputed time frame. Only recently, 2 checks were mailed back to us. But rest is still missing and Citizens Bank STILL has provided no accounting of were that money is.

5 : By law, we are entitled to an accounting of payments within 10 days. 
We did so request an itemized accounting of payments. 
We provided ALL required information. 
( The same information we provided to you ... Dates, Bank records, receipts, etc. ) But after almost a 2 month delay, Citizens Bank DENIED our request. 
So how can we resolved what is and is not owed if we cant get a true accounting? 
Even their law firm has conflicting information. 
I assert that Citizens Bank is being disingenuous and even DECEPTIVE in their practices. 



In essence, ALL of actions, changes, late fees, and adjustments that Citizens Bank has made to my original Home Equity Loan are based on a problem that should have NEVER existed in the first place that was SOLELY caused by Citizens Bank and beyond my control. 

Therefore, I appeal to the XXXX to NOT close this case. 
I request that a far more thorough investigation be conducted in this matter. 
I request that the CFPB not just take the word of Citizens Bank in this matter since I believe I have supplied sufficient evidence and cause to cast doubt on Citizens current response. 


NOTE : We talked with MULTIPLE Citizens Bank Departments over a multiday period. 
Not all are listed here because we were transferred from one representative and/or department after another during each call. 

Also : They have 2 different Loan Numbers for the same loan. 

The Home Equity Loan that we were paying ( and STILL Paying ) ends in XXXX However, the Loan Attorney has a completely different account number XXXX XXXX XXXX ( Local Branch office ) XXXX XXXX XXXX, XXXX, VT XXXX, United States Phone : ( XXXX ) XXXX XXXX Case # : XXXX XXXX ( Citizens Loan Department Rep ) ( XXXX ) XXXX XXXX XXXX ( Citizens Loan Department Rep ) ( XXXX ) XXXX XXXX ( Citizens Loan Department Rep ) ( XXXX ) XXXX XXXX ( Citizens Loan Department Rep ) ( XXXX ) XXXX XXXX XXXX ( Attorney for Citizens Bank ) XXXX XXXX XXXX, XXXX ( XXXX ) XXXX

Company response to consumer: Closed with explanation