Consumer complaint received 2019-10-18
Company: CITIZENS FINANCIAL GROUP, INC.
State: OH
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
XX/XX/XXXX payment made on boat loan # XXXX. Check did not clear my bank so I called and was told it was processed in a different amount on XX/XX/XXXX. I informed customer service that I had written the check for the correct amount and gave the number of the duplicate check I kept. Was told I could send a letter and they would check it out. I reached out to branch in XXXX Ohio where a manager named XXXX assisted me, got a person on the phone for a 3 way call, and was told by that individual that she could see the image of my check and that it was written for the correct amount. At that time I was given a case number XXXX. I was told they would process the check in the correct amount and I would receive a letter. I let some time pass, then called to check again. At that time, the customer service representative could not find anything under that case number. I had additional conversations with XXXX and XXXX who then passed it off to a regional manager named XXXX who never called me. 
Additional calls to customer service netted another case number and, finally, a contact with a woman named XXXX XXXX with whom I never actually spoke. I contacted managers through customer service and reached a manager named XXXX and another named XXXX, both of whom were very friendly but unable to assist me. 
In the meantime, I received calls from collections since the original payment which was posted in the wrong amount was reversed out. I gave the collections department the case number and learned that they do not communicate in any way with customer service, however, they did make notes on my account that I was working with customer service on the issue. 
The customer service person ( XXXX ) has offered two versions of what happened. The first version was that I wrote the wrong amount on the check in the legal line. The second version was that I never sent a check and someone else 's check was applied to my account. Story number two was delivered by yet a third manager named XXXX. XXXX suggested I make an extra payment to the account so that it appears current while they investigated. He suggested they could possibly back date that payment and correct my credit report. I made the payment within the 10 day window ( XX/XX/XXXX, letter ( attached ) dated XX/XX/XXXX and received on the XXXX ) but negative information was entered into my credit report prior to XX/XX/XXXX when the additional payment was made and before XX/XX/XXXX which, on my calculator, would be 10 days. 

XXXX subsequently indicated this would not be possible because he has no way of believing I ever sent a check -- even though one person saw the image in the process, and another claimed I wrote the check but put the wrong amount on the legal line. 

I will be paying off the loan in full tomorrow but I want my credit report corrected and acknowledgment of the image which exists at the bank so that I can deal with the outstanding check in my account.

Company response to consumer: Closed with explanation