Consumer complaint received 2018-02-09
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem when making payments

Complaint:
I am having a lot of trouble with getting Citizens Bank to refund a {$1000.00} mistakenly made payment to a closed line of credit account. I appreciate any help your offices can lend to my efforts to receive repayment of this money. 

On XX/XX/XXXX, I mistakenly made a {$1000.00} payment to Citizens Bank from my checking account at XXXX Bank. 

On XX/XX/XXXX, I called Citizens Bank to inquire about the status of this payment. I was told there was no overpaid balance shown on the closed line of credit account. Citizens Bank was unable to tell me where the payment went to with their bank, thus opened case # XXXX to start to locate the payment. 

On XX/XX/XXXX, I again called Citizens Bank about the lost payment, and a possible reversal of the bank debit from my checking account at XXXX Bank. Citizens Bank recommended I call XXXX Bank about this. I immediately called XXXX Bank who told me they can not make the reversal, but that I needed to wait for Citizens Bank to make the repayment, usually within a few days of their receiving it. 

On XX/XX/XXXX, I called Citizens Bank for a status on their efforts to make my repayment. Citizens Bank told me a check for {$1000.00} was made on XX/XX/XXXX, and held for XXXX days until XX/XX/XXXX before being released. The telephone representative told me the check was sent to my home. The address was correct. 

On XX/XX/XXXX, with no check received, I again called Citizens Bank. The customer service representative " XXXX '' transferred me to " XXXX '' in their Credit Card Disputes department. From there, I was again transferred to " XXXX '' in their Loan Solutions department. From there I was again transferred to " XXXX '' in their Consumer Finance department. XXXX told me the same details that the check was issued on XX/XX/XXXX, and held for XXXX days before sending off, and that it should be in my mail box within a few days. 

On XX/XX/XXXX, still with no check received, I again called Citizens Bank. The customer service representative " XXXX '' in Consumer Finance told me that this day was day XXXX after the check was sent on XXXX XXXX, and that I needed to wait another several days for it to arrive. 

On XX/XX/XXXX, still with no check received, I again called Citizens Bank. The customer service representative " XXXX '' in Consumer Finance told me that the check was written on XX/XX/XXXX, but now was held until XX/XX/XXXX before sending out. XXXX had no explanation for this delayed payment. XXXX gave me Citizens Bank 's check number XXXX as the check used to repay me. XXXX also told me the check was written from Citizens Bank 's XXXX, Rhode Island center. I stressed to XXXX that it is not a long distance from XXXX RI to the XXXX MA area, and that it should only take a day or XXXX for delivery. XXXX advised me that if no check was received soon, that I should call their Consumer Finance department again, and ask for a supervisor to have a replacement check written. 

On XX/XX/XXXX, still with no check received, I again called Citizens Bank. The customer service representative " XXXX '' in Consumer Finance told me that there was no record of any contact regarding my request for repayment. XXXX also did not recognize the claim number XXXX opened on XX/XX/XXXX, and gave no explanation for this absence of customer calls from me. XXXX did make a replacement check request # XXXX, saying that it will take about XXXX to XXXX business for this to be addressed, and that the check, when written, would be held for XXXX business days before being actually sent. I complained to XXXX that Citizens Bank should be over-nighting me the payment immediately in light of all the troubles encountered. XXXX had no control over the mailing of the payment, only the request. 

Because of Citizens Bank 's lack of maintaining records of my calls, I immediately called the offices of XXXX XXXX, Citizens ' treasurer in XXXX, RI. To protect my interest, as well as others ', someone in the bank 's corporate office needs to know of this practice. I did not speak directly with XXXX XXXX, but did with " XXXX '' in their Customer Service department. XXXX took down details of my situation, and forwarded it to the office of XXXX for action. XXXX also gave me a case number XXXX as reference of the message to the XXXX 's office. XXXX told me someone will be in contact with me within several days on this matter. 

On this date, I also contacted the offices of Massachusetts XXXX XXXX XXXX in XXXX, MA to ask about what I can do to have Citizens Bank act on my situation. XXXX XXXX 's office recommended I contact the XXXX XXXX XXXX XXXX for help. Any help you can lend is greatly appreciated. 

Thank you.

Company response to consumer: Closed with monetary relief