Mortgage -- Trouble during payment process -- Complaint #5874170
Complaint Overview
Complaint ID: 5874170
Company: Citizens Financial Group, INC.
Product: Mortgage
Sub-Product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process
State: Massachusetts
ZIP Code: 02135
Date Received: 2022-08-12T12:00:00-05:00
Date Sent to Company: 2022-08-12T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Citizens Bank N.A., HELOC lender, did not notify me by email, phone, or hardcopy requiring signature of impending adverse reporting to credit bureaus when automated payment on the loan failed. In doing so, bank violated the notice requirement of the FCRA. Bank had been notied of very poor USPS rst-class service at my address, which made reliance on this means of communication unreliable and undesirable, but bank continued to use this means exclusively, although it had my email address and phone number. Bank continued to report nonpayment on the loan to credit bureaus monthly for almost two years, destroying my credit record. I discovered this only when I received a foreclosure threat from the bank 's attorneys, which I did receive. This has now happened in two sequences. On the most recent occasion, the nes charged were around {$1000.00}. Bank 's online systems also keep changing without notice. The last website through which I set up automatic payment on the loan is not online ( its domain name does not resolve ). The loan portal site suggested by XXXX XXXX redirects to a site that's not online when " Home Loan '' is selected from the portal 's menu. As a result, I don't even know how to render either the past-due or future amounts. My account on the original website from which it was administered was closed without notice on a prior occasion. My request to speak to " the Chairman 's Escalation Ofce '' was rejected.
Frequently Asked Questions
What is Complaint #5874170 about?
Complaint #5874170 was filed against Citizens Financial Group, INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-08-12T12:00:00-05:00.
How did Citizens Financial Group, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Citizens Financial Group, INC.?
Yes, visit the Citizens Financial Group, INC. company profile at readthecomplaint.com/company/citizens-financial-group-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.