Consumer complaint received 2018-12-23
Company: CITIZENS FINANCIAL GROUP, INC.
State: RI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with balance transfer

Complaint:
Hello, On XX/XX/18 I received two emails for 0 % apr on balance transfers for 12 and 15 months on my two credit cards with citizens bank. ( $ XXXX/ {$3000.00} limits on each card ) - I have received 0 % apr offers and actually had balances on both cards due to balance transfers from previous 0 % apr balance transfers. I had until XX/XX/XXXX to respond per the email and figured Id adjust my finances, pay off my balances and take advantage of the longer period with 0 % apr balance transfers rather than paying off my other credit cards ( currently charging interest ). I paid {$6900.00} and {$2200.00} towards my citizens bank credit cards to open the available balance. I believe the transactions went through on XXXX they may have been processed sooner, but I believe it took a few additional days to clear. 

Online I had attempted to take advantage of the balance transfers ( similar to what I had done in the past when the 0 % apr from citizens bank was available ) When I attempted to take advantage online, i had received error messages and messages to contact customer service. At first I thought their site was not functioning, but in XXXX called into customer service. I spoke to a representative and their supervisor, both had no idea what I was speaking about and couldnt find anything related to the 0 % apr balance transfers. They requested I send my emails to the citizens bank research department ( email inbox ) and stated I would receive a response within 1-2 business days. They could not provide me with direct contact phone numbers or email addresses to follow up. I reluctantly abided by their request and submitted both emails for the 0 % apr balance transfer to the research department. After submitting to the research inbox, I received an acknowledgment of submission email. A full week went by and no one returned my emails or a call. I called customer service again and spoke to someone in the fraud department who stated they could not help me ( rightfully so, I understood my situation was more complex ) but they highlighted they would escalate to their manager and I  would be contacted within the day. 

An additional week passed with no return phone call. I reached out to customer service again on XX/XX/XXXX. I spoke to a supervisor or manager who said, the 0 % apr balance transfer was retracted. They did not inform me, when it was retracted, why it was retracted, or even why no one had communicated that to me. There is nothing they can do. I informed her that is not acceptable- I adjusted my finances, paid almost {$10000.00} towards my citizens bank cards for these offers, I would need the 0 % apr balance transfers to be fulfilled per the emails I had received or my money to be returned to me and the 0 % apr I was in to be honored. She stated she could not do that and I asked to speak to her supervisor. She stated he was busy and he would call me when he was free, but did provide his first name, last name, and direct phone. 

No return phone call received. I then contacted him and left a voicemail. He returned my voicemail at about XXXX eith a brief voicemail. I called and left another voicemail, requesting the best time to speak with him the following day. It has been 2 or 3 days  since and I have not received a return call from him. 

At this point, I have incurred hundreds of dollars of interest/fees on my other cards because I funded payments on my citizens cards to take advantage of the email offers sent to me ( unsolicited- I did not ask or inquire about the offers, they were simply extended to me ) - now it is the holiday season and I am further financially burdened because of this. No one within the citizens bank customer service will stay in communication with me, let alone assist in finding a fair resolution. They simply took almost {$10000.00} and then turned the other way.

Company response to consumer: Closed with explanation