Consumer complaint received 2022-07-30 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: NH

Complaint narrative:
I opened a HELOC in XXXX  with a high interest rate and roughly {$25000.00} credit line. I used the credit line on and off up to this past XXXX. I went to the XXXX, NY Citizens bank branch to open an estate account for my mother who had recently passed away. During that visit a banker looked into my own accounts to see if there were any options for me to improve my financial situation. I was offered a new HELOC with a lower interest rate and higher credit line. I was assured it would not significantly impact my credit score that was 780+ that day. I agreed to resign a new contract. Because of that I was offered a credit card through the bank. It would allow me 18 months of 0 % to reduce other debt. I also agreed to that card offer in understanding that my credit score would be minimally impacted. I had each account for XXXX month. In that time I hired a contractor to do some much needed work on my home. On XX/XX/XXXX I attempted to use my credit line to pay for the services the company provided. My HELOC had {$0.00} available. I contacted the XXXX number and spoke to a gentlemen that said my account was frozen most likely due to my credit score dropping, and I would get paperwork to request reactivation of my frozen account. I had absolutely no warning or chance to fix the issue they are suggesting. There was nothing else done in the short time frame that would lower my rate than adding the new accounts with Citizens, and using some credit that I pay off monthly. They lowered my credit score and then punished me at the same time. Not accepting of the Information I was provided on the phone I went to the XXXX office to speak directly to a banker. He ( XXXX, i said XXXX in the email but realized that was wrong ) spoke to someone that recommended I write a letter requesting my account be unfrozen and fax it to their office. I did this and it was faxed by the banker. He was very helpful in that moment and said I had to wait to hear more. With no other options I had to start finding money to give to the contractor. I took high interest cash advances off multiple credit cards that had a high fee and interest. This is now impacting my credit score immensely. I contacted the banker that signed with me for the HELOC via email so that I would have documentation. I recieved no response. I sent an email to verify the email was recieved and I got an automatic reply that the banker would be out of the office for 6-12 weeks and to contact the bank manager. I did just that. On XX/XX/XXXX I forwarded my email originally sent to the banker, to the manager at the XXXX office and explained why I needed her help. I have also not heard back from her. I am falling so far in debt because of the situation they put me in and they are doing nothing to help me. All I asked is to reopen my Credit line enough to pay the contractor until I could work with the bank to fix any issue that was attached to my account. I still have no reasoning for this happening other than a possibility it was my credit by a person on the phone. I had great credit for many years and it's gone. I have accrued interest and fees in the last week of more than {$1000.00}. I don't believe a bank should treat anyone this way. They are a financial crutch to lean on when there are questions. I've lost all trust in this bank.

Company response to consumer: Closed with explanation