Consumer complaint received 2023-04-17
Company: CITIZENS FINANCIAL GROUP, INC.
State: TX
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem when making payments

Complaint:
This issue started in XX/XX/XXXX. On XX/XX/XXXX, I purchased additional security equipment from XXXX that was financed through Citizen Pay. When I got my statement in XXXX from Citizen Pay I realized I was double charged for equipment so I called them to inquire and was told I needed to call XXXX since they were the ones that I purchased the equipment from. I called XXXX and spoke to them and explained the situation they did see the error that was made and informed me that they would send a request to Citizen to refund the money since I only got one item from them and not two. I waited until XX/XX/XXXX to get my statement to see if the billing issue had been fixed with Citizen. It showed where XXXX sent in the request of giving back the credit for the additional amount but Citizen was still charging me the equipment I did not have. I called Citizen that same month to inquire again and they give me the same story that I had to call XXXX so I again called XXXX and they explained we have already sent over the refund to Citizen and I explained that they are still billing me for equipment I did not have. This time XXXX did a three-way call with me and someone in the billing department at Citizen to resolve the issue. So Citizen informed me that the issue would be resolved by the next statement but it was not because when I got my statement in XXXX it was the same issue again. I was still being charged for the same issue as previously stated. I called Citizen Pay and they gave me same story that they did not see a refund sent back to them from XXXX. This went on all way until XX/XX/XXXX trying to get this issue resolved. When I got my statement in XX/XX/XXXX I see they finally corrected the issue but I never got a call or anything telling me the issue had been resolved. When I looked at my XXXX statement it said I had missed a payment but no one ever let me know the issue was resolved. On XX/XX/XXXX, I made a payment of {$200.00} for the XXXX and XXXX XXXXayment. A few days later after I made the payment I went online to check my account and kept saying they have not received my payment so checked my bank to see if the payment was posted and the payment was posted on XX/XX/XXXX. So I called Citizen to inquire about why still showed me owing a payment when it had already been made and had cleared my account. I let the customer service rep know that I have made my payment and I have email confirmation from Citizen as proof of payment for XXXX. The customer service rep told me that don't mean anything to us because we don't show that you made a payment. Then she told me that I needed to call my bank to put in a dispute with them to get the money back that has already cleared my account and then resubmit my payment because we do not show that you made a payment. I have gone back and forth since XX/XX/XXXX trying to get this issue resolved but they have given me the run around about the payment that has already been made. This issue has caused my credit report to show me as being 30 days late. I have been dealing with this issue for 6 months trying to get them to resolve it and now it has affected my report because they fail to do their job correctly. This has been a total nightmare dealing with Citizen Pay trying to resolve the issue. I am still getting calls from their collection department telling me that I have not made a payment which is not true. I received a call on today, XX/XX/XXXX telling me they have not received my payment when in fact they have already gotten my payment.

Company response to consumer: Closed with explanation