Consumer complaint received 2025-09-02 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: CITIZENS FINANCIAL GROUP, INC.
State: VA

Complaint narrative:
Received the mailer, noting I was pre-approved for a HELOC with Citizens. Went through the application process was approved. Went into the local branch to sign closing documents at that time. Also set up a deposit account. This is in XX/XX/year>. Did not need to make use of the line at that time. I wanted to make sure it was available for my pending home renovations and debt consolidation purposes. In XX/XX/year>, made an initial withdrawal made corresponding payments on time. Periodically would check my accounts on the app One day in XXXX, I noticed my available credit was showing XXXX. I reached out to Citizens via phone and was advised that it was due to my credit being pulled and there being changes to my credit report that warranted my line to be on hold. I expressed an issue with this, as I have not been informed verbally nor via mail and asked what changes to my credit warranted this. I was not given any specific information conversation was unproductive as the representative was very a matter fact, but not providing any fact. The very next day I received an overnight package, with a document from Citizens, noting there was a document that was unsigned in the closing package, and so my lien could not be recorded and this needed to be rectified. No other mailings came to me regarding the credit piece that was disclosed in the phone conversation. I made an appointment to go into the banking center and take care of the document. I advised the banking center manager of what I was told via phone, and she seemed unaware of any issues to where they would block my line and so our general consensus was that once the document issue was rectified, my line should be Available. This was XXXX and I patiently waited and will check my app periodically to see if my line was back available. After that did not happen, I reached back out via phone to Citizens to confirm that the document had been taken care of. The phone representative once again brought up the credit issue being the reason the line was unavailable. I asked to speak with their manager and the manager also advise around the credit issue. No one could specifically give me what changes occurred or why my credit was pulled so again, there-lies my confusion at this time I consider that there were some not so good practices taking place at Citizensbank that are heavily impacting me as a consumer and my ability to handle the home improvement and debt consolidation tasks I originally opened this Heloc for. I reached out again and was advised that there was a mailing sent to me where I advised there had been nothing received on my ends regarding credit issues. I asked if they could email me because in this conversation, the gentleman said that this issue could be rectified by my writing a letter. The document that was supposed to be sent my way was supposed to have the steps around who and where this document, this letter should be sent and what information should be within it. I received an email and the document in the email was the same document that was overnighted to me regarding the missing closing document, and it not being signed at closing. So once again, I am left puzzled without an understanding of what is going on with citizens holding up equity to my home without any valid reasonings being provided to me. I went back into the local Citizens baking center today as the manager of the branch has been very friendly understanding and accommodating as best as possible. I let her know that I am still unaware of what is going on with my line that it is still showing that my funds are not available and I still have not received understanding as to why. The Branch manager advised that she would chat with someone assuming via instant message and that they responded and it noted that a letter was just sent out to me regarding this the day before which was XX/XX/XXXX so I should be receiving that letter shortly. I advised the Branch manager That this was uncanny that I dont receive a letter until I come in or I call with a complaint she also found it strange but she did advise it. I should have a back up plan and consider refinancing the HELOC with my institution. I advised that this is something that I already had considered. I didnt want to have to go through this process again And that even if I did do this, I should know why my line has been suspended. She also agreed. I am contacting you with this complaint because I still do not know what is going on with my home equity line of credit and I am very concerned that citizen is taking this so lightly when this is not just a credit card. it is my home And the equity in my home that is being impacted. Please help! My concern is that this has implications of predatory, lending and poor servicing. I dont know if this is not being taken seriously because I am of XXXX decent, a XXXX, or if I were targeted with the pre approval because of those things, but this is a very unreal situation and I as a consumer am suffering as a result of some sort of negligence on Citizens part..

Company response to consumer: Closed with explanation