Consumer complaint received 2020-09-07
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
Dear CFPB, I am dismayed to have to contact you for help but thankful you are a resource. My name is XXXX XXXX I work as a XXXX XXXX XXXX/XXXX. XXXX to say the least has been awful for everyone. All those affected by XXXX  including XXXX  XXXX  for XXXX  in Massachusetts in addition to XXXX  it. I am humbly asking for your help with inaccurate and unfair credit bureau reporting at the finger tips of Citizens bank and their Master Card Services that is causing a ripple affect on my excellent credit history as reflected on all my reports for 20 years. On XX/XX/XXXX I logged into my Mobile App after making a deposit and completed and ACH transfer from my checking account directly to my Citizens CC. When I went to pay for XXXX in the same manner I discovered a late FEE on my account. Per customer service they could not see this " and could not see it because it was an HCA transfer from the app. '' I was transferred to online banking on XX/XX/XXXX who state their " was issues with online banking being down as was the app. '' This is frequently the case on a weekly basis. This never went through per their online banking department. This is not the first occurrence with their mobile app or support with my Platinum Accounts I maintain with Citizens. I was then sent to credit cards service maybe XXXX but overseas. The rep was rude and curt and asked me when I explained all of the above " what the reason for being irresponsible and not making my minimum so she could review and see if she can waive the late fee. '' The calls are recorded please find and listen to it. I had a {$23000.00} credit line and she advised me that due to " my delinquency '' my available credit was reduced to ( {$290.00} ). I made the full payment of {$250.00} right then and she post dated the payment and waived and refunded the late charges. This now leaves a - {$69.00} credit on my card. Given these excessive measures I spoke to two associates in XXXX and two managers. Both were extremely surprised at the " drastic measure an major reduction of my available credit. '' In addition after explaining to them on my XX/XX/XXXX phone call I furnished the branch manager and an associate two letter that came in the mail after I spoke to the over seas rep. Both letters were dated on XX/XX/XXXX however the envelopes were post marked on XX/XX/XXXX?? Employees made notes to my account and began to advocate for me. They appreciate my loyalty to the bank, my strive to maintain excellent relationships in the community I serve and the fact I have referred over 10 firefighters to them for loans and other banking needs. In addition I am a Platinum member with 3 Money Market accounts with just under XXXX that have helped navigate me with financial planning. After 1 week and my case the branch filed for me my case was transferred to 3 different people for review. I finally received a call from XXXX at the Chairmans Office at Citizens bank in the Rhode Island Office. I explained everything to her as captioned above in addition sent her snap shots of the post dated payment, and the waived late fee. Why do that if you reported me late? How is that fair reporting but the two prior steps were validated? Makes NO sense. ' I was transparent about everything going on in my life and how this has stripped me of security of having credit if needed. Your banking experience is personal and requires trust you can see my road map of my personal life. With that said I explained to her how much duress these drastic measures were adding to my personal life with my plan to buy a home and have Citizens mortgage, my job as a XXXX  and caring for my dad with a new XXXX diagnoses. XXXX said nothing about anything I was explaining to her, almost if her mind was made up. She never answers her phone, does not call back for two days and although I told her I was at the firehouse to please email me she did not and left long voicemails. It took her a week to review things she called me with questions thankfully I was able to answer she then called back on XX/XX/XXXX at XXXX leaving a message. Telling me that she saw a mobile deposit on XXXX and and several other days in XXXX but the " late mark and reduction would stand. We have to report fairly and the action the bank had the right to take. '' Again why post date my payment and waive the late fee if your fairly reporting, its contradicts this process completely. To add to all of this XXXX XXXX XXXX sent me a letter closing my credit card after review of my report. None of this is fair reporting. The impact this has taken was drastic. Citizens Bank, has my address, my email, phone number, my work phone. I never received a single call, email or letter until I discovered this on my own. I feel I have exhausted all measures internally with Citizens Bank after an excellent relationship for almost 20 years and being a Platinum member this has affecting me in layers as a consumer. In closing I am very thankful cfpb for reviewing this complaint. I would appreciate any action you can do to help get this removed and my credit line restored,. Respectfully XXXX XXXX

Company response to consumer: Closed with explanation