Consumer complaint received 2017-11-16 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA

Complaint narrative:
XX/XX/XXXX XXXX XX/XX/XXXX submitted XXXX XXXX For 9th 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 XXXX 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 CFPB consumerfinance.gov & ( XXXX ) XXXX XXXX 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 Submitted To CFPB XX/XX/XXXX Dear The Honorable XXXX XXXX & CEO XXXX XXXX , I present to you my 9th Citizens Bank Complaint addition I petition you to thoroughly investigate for your priceless determinations of resolutions. My XX/XX/XXXX 9th Citizens Bank Complaint addition is addressed in a statement with supporting documentation. 

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 may 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 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. 

XXXX XXXX freely believes the Citizens Bank Home Equity Loan Department has acted charging me expenses without merit for I had available funds for the XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX on XX/XX/XXXX home equity loan autopays of {$1200.00}, & XX/XX/XXXX home equity loan autopay of {$290.00} Principal plus {$220.00} Interest = $ {$520.00}, & have not properly declared all new charges documented in the XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX bills XXXX XXXX & XXXX XXXX got from Citizens Bank, & have not calculated charges correctly against autopays prompted by XXXX XXXX on XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX on XX/XX/XXXX. 

XX/XX/XXXX XXXX XXXX addition to her above XX/XX/XXXX & XX/XX/XXXX statement : XXXX XXXX freely believes the Citizens Bank Home Equity Loan Department has acted charging me expenses without merit of adding a full {$1200.00} monthly payment amount of both principal & interest sums to their past due payment calculations for XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX & XX/XX/XXXX Home Equity Loan Statements Total Amount Due sums, & have not properly declared all new charges documented in the XX/XX/XXXX bill XXXX XXXX & XXXX XXXX got from Citizens Bank, & in all the declared bills gotten from Citizens Bank the Amount Past Due & Total Amount Past Due adds a full {$1200.00} monthly payment amount of both principal & interest sums. Important Note : neither XXXX XXXX nor XXXX XXXX have gotten additional Home Equity Loan funds from Citizens Bank following their most recent loan of XX/XX/XXXX. {$64.00} question : why is the Citizens Bank Home Equity Loan Department adding additional principal funds starting in XX/XX/XXXX & continuing through XX/XX/XXXX in all of their Home Equity Loan Statements calculations of Past Due Payments & Total Amount Due & Estimated Payoff Amount figures when neither XXXX XXXX nor XXXX XXXX have gotten additional principal funds from Citizens Bank following the XX/XX/XXXX Home Equity Loan? 

XXXX XXXX below by each month gives Citizens Bank Home Equity Loan monthly statements & bills noting all Citizens Bank wording & calculations. 

XXXX XXXX below by each month gives Citizens Bank Home Equity Loan monthly statements calculations & bills noting all Citizens Bank wording & calculations. 

XX/XX/XXXX Statement : Amount Due {$1200.00} ; Estimate Payoff Amount On XX/XX/XXXX {$150000.00} Principal {$320.00} + Interest {$890.00} = Current Payment Due {$1200.00}. 
XX/XX/XXXX Statement : Amount Due {$2400.00} [ {$1200.00} + {$1200.00} ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}. 
Principal {$290.00} + Interest {$920.00} = Current Payment Due {$1200.00} + Past Due Amount {$1200.00} = Total Amount Due {$2400.00}. 
3.31.17 Statement Date Amount Past Due {$1200.00} + Late Charges Due {$36.00} = Total Amount Past Due {$1200.00}. 
Important Notes : XX/XX/XXXX Bill Does Not State Date When {$1200.00} Due Nor Does Citizens Bank State How The {$36.00} Late Charges Due Was Charged. 
XX/XX/XXXX Statement : Amount Due {$2400.00} [ {$1200.00} + {$36.00} + {$1200.00} ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}. 
Principal {$260.00} + Interest {$950.00} = Current Payment Due {$1200.00} + Total Fees & Charges {$36.00} + Past Due Payment {$1200.00} = Total Amount Due {$2400.00}. 
XX/XX/XXXX Statement Date Amount Past Due {$1200.00} + Late Charges Due {$73.00} = Total Amount Past Due {$1300.00} XXXX XXXX important note : XXXX XXXX called Citizens Bank speaking with XXXX XXXX on XX/XX/XXXX who noted XXXX had {$1200.00} available funds on XX/XX/XXXX & had Citizens Bank withdraw the XX/XX/XXXX autopay on XX/XX/XXXX ; thus, how is Citizens Bank legally charging XXXX XXXX a total amount past due of {$1300.00} on XX/XX/XXXX? 
Important Notes : XX/XX/XXXX Statement Does Note State Dates When Two {$1200.00} Are Due Nor States How {$36.00} Late Charges Due Was Charged. And XX/XX/XXXX Bill Does Not State Date When {$1200.00} Due Nor Does Citizens Bank State How The {$73.00} Late Charges Due Was Charged. 
XX/XX/XXXX Statement : Amount Due {$3700.00} [ {$1200.00} + {$73.00} + {$2400.00} ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}. 
Principal {$290.00} + Interest {$920.00} = Current Payment Due {$1200.00} + Total Fees & Charges {$73.00} + Past Due Payment {$2400.00} = Total Amount Due {$3700.00}. 
XX/XX/XXXX Bill Amount Past Due {$1200.00} + late charges due {$73.00} = total amount past due {$1300.00}. 
XX/XX/XXXX Statement Date Amount Past Due {$2400.00} + late charges due {$110.00} = total amount past due {$2500.00}. 
XXXX XXXX important note : Citizens Bank gives no statement or any information why XXXX XXXX & XXXX XXXX were billed twice in XX/XX/XXXX. 
Important notes : XX/XX/XXXX Statement Does Not State Dates Of When All Charges Are Due {$1200.00} & Charges Calculations {$2400.00} Nor Does Citizens Bank State How {$73.00} Late Charges Due Was Charged. 
And Neither XX/XX/XXXX Bill Nor XX/XX/XXXX Bill State Date When {$1200.00} Or {$2400.00} Calculations Were Due Nor Does Citizens Bank State How The Two Late Charges Due Were Charged,  {$73.00} & {$110.00}. 
XX/XX/XXXX Statement : Amount Due {$5000.00} [ {$1200.00} + {$110.00} + {$3600.00} ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}. 
Principal {$260.00} + Interest {$950.00} = Current Payment Due {$1200.00} + Total Fees & Charges {$110.00} + Past Due Payment {$3600.00} = Total Amount Due {$5000.00}. 
XX/XX/XXXX Statement Date Amount Past Due {$3600.00} + Late Charges Due {$140.00} = Total Amount Past Due {$3800.00}. 
Important Notes : XX/XX/XXXX Statement Does Not State Dates Of When All Charges Are Due {$1200.00} & Charges Calculations {$3600.00} Nor Does Citizens Bank State How $ {$110.00} Late Charges Due Was Charged. 
And XX/XX/XXXX Bill State When {$3600.00} Calculations Were Due Nor Does Citizens Bank State How The {$140.00} Late Charge Due Was Charged. 
XX/XX/XXXX Statement : Amount Due {$5000.00} [ {$1200.00} + {$140.00} + {$3600.00} ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}. 
Principal {$290.00} + Interest {$920.00} = Current Payment Due {$1200.00} + Total Fees & Charges {$140.00} + Past Due Payment {$3600.00} = Total Amount Due {$5000.00}. 
XX/XX/XXXX Statement Date Amount Past Due {$3600.00} + Late Charges Due {$180.00} = Total Amount Past Due {$3800.00}. 
Important Notes : XX/XX/XXXX Statement Does Not State Dates Of When All Charges Are Due {$1200.00} & Charges Calculations {$3600.00} Nor Does Citizens Bank State How The {$180.00} Late Charges Due Was Charged. 
XXXX XXXX important note : XXXX XXXX called Citizens Bank speaking with XXXX on XX/XX/XXXX who noted XXXX is now getting Social Security funds & had {$1200.00} available funds on XX/XX/XXXX & had Citizens Bank withdraw the XXXX XXXX autopay. 

XXXX XXXX XXXX email To XXXX XXXX, Director Of Citizens Bank On XX/XX/XXXX States To XXXX XXXX Has Discovered Unreasonable Matters With Citizens Bank Home Equity Loan Calculations. 
Amount Past Due {$3600.00} + Late Charges Due {$180.00} = Total Amount Past Due {$3800.00}. 
Important Notes : XX/XX/XXXX Statement Does Not State Dates Of When All Charges Are Due {$1200.00} & Charges Calculations {$3600.00} Nor Does Citizens Bank State How The {$180.00} Late Charges Due Was Charged. 

XX/XX/XXXX Statement : Amount Due {$5000.00} [ {$1200.00} + {$180.00} + {$3600.00} ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}. 
Principal {$260.00} + Interest {$950.00} = Current Payment Due {$1200.00} + Total Fees & Charges {$180.00} + Past Due Payment {$3600.00} = Total Amount Due {$5000.00}. 
XX/XX/XXXX Statement Date Amount Past Due {$3600.00} + Late Charges Due {$180.00} = Total Amount Past Due {$3800.00}. 
Important Notes : XX/XX/XXXX Statement Does Not State Dates Of When All Charges Are Due {$1200.00} & Charges Calculations {$3600.00} Nor Does Citizens Bank State How The {$180.00} Late Charges Due Was Charged Even Though XXXX XXXX Made A XX/XX/XXXX Home Equity Loan Payment Of $ {$520.00} [ Reference XX/XX/XXXX XXXX XXXX XXXX To XXXX XXXX Call To Citizens Bank Home Equity Loan Department ( XXXX ) XXXX XXXX, Home Equity Loan Agent XXXX ] & Citizens Bank Home Equity Loan Department Officials Took {$1200.00}. 
XX/XX/XXXX Statement : Amount Due {$6300.00} [ {$1200.00} + {$220.00} + {$4900.00} ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}. 
Principal {$260.00} + Interest {$950.00} = Current Payment Due {$1200.00} + Total Fees & Charges {$220.00} + Past Due Payment {$4900.00} = Total Amount Due {$6300.00}. 
XX/XX/XXXX Statement Date Amount Past Due {$4900.00} + Late Charges Due {$220.00} = Total Amount Past Due {$6300.00}. 
Important Notes : XX/XX/XXXX Statement Does Not State Dates Of When All Charges Are Due {$1200.00} & Charges Calculations {$4900.00} Nor Does Citizens Bank State How The {$220.00} Late Charges Due Was Charged. 
XX/XX/XXXX Statement : Amount Due {$6300.00} [ {$1200.00} + {$250.00} + {$4900.00} ] ; Estimate Payoff Amount On XX/XX/XXXX {$160000.00}. 
Principal {$290.00} + Interest {$920.00} = Current Payment Due {$1200.00} + Total Fees & Charges {$250.00} + Past Due Payment {$4900.00} = Total Amount Due {$6300.00}. 
XX/XX/XXXX Statement Date Amount Past Due {$4900.00} + Late Charges Due {$250.00} = Total Amount Past Due {$6300.00}. 
Important Notes : XX/XX/XXXX Statement Does Not State Dates Of When All Charges Are Due {$1200.00} & Charges Calculations {$4900.00} Nor Does Citizens Bank State How The {$250.00} Late Charges Due Was Charged. And XXXX XXXX made a XX/XX/XXXX Autopay Leaving Her At A Loss Why Citizens Bank Charged Her Late Charges. 




XXXX XXXX OFFERS THIS BOTTOM-LINE : XXXX XXXX FREELY BELIEVES CITIZENS BANK HAS VIOLATED FEDERAL BANKING REGULATIONS FOR ALL OF THE ABOVE DOCUMENTED ISSUES. MOREOVER, THE HONORABLE XXXX XXXX XXXX XXXX HAS NOT DETERMINED XXXX XXXX AND XXXX XXXX XXXX ARE RESPONSIBLE FOR LATE CHARGES CITIZENS BANK HAS CONTINUED TO CHARGE THEM EVEN THOUGH CITIZENS BANK HOME EQUITY LOAN DOCUMENTATION DOCUMENTS XXXX XXXX WAS CHARGED LATE CHARGES WHEN XXXX XXXX DID MAKE PAYMENTS TO THE HOME EQUITY LOAN ACCOUNT XXXX. XXXX XXXX FREELY BELIEVE SHE & XXXX XXXX XXXX ARE RESPONISBIE FOR THE XX/XX/XXXX {$1200.00} AUTOPAY & XX/XX/XXXX {$1200.00} AUTOPAY & XX/XX/XXXX{$1200.00} AUTOPAY & XX/XX/XXXX {$1200.00} AUTOPAY. XXXX XXXX FREELY BELIEVES UPON THE HONORABLE XXXX XXXX XXXX XXXX, CHAIR, BOARD OF GOVERNORS OF THE FEDERAL RESERVE, INVESTIGATIONS OF XXXX XXXX COMPLAINTS AND THE HONORABLE XXXX  XXXX XXXX XXXX DETERMINATIONS, XXXX XXXX FREELY AGREES TO PAY ALL LATE CHARGES THE HONORABLE XXXX XXXX XXXX XXXX DETERMINES XXXX XXXX AND XXXX XXXX XXXX OWE TO CITIZENS BANK. 

I wish to take the opportunity to thank you very much for your important priceless work reading my XX/XX/XXXX 9th Complaint for Citizens Bank. I await your replies. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, Massachusetts XXXX ( XXXX ) XXXX XXXX XXXX

Company response to consumer: Closed with explanation