Consumer complaint received 2020-04-28
Company: CITIZENS FINANCIAL GROUP, INC.
State: IN
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Changes in terms mid-deal or after closing

Complaint:
First, after I bought the new car on XXXX XXXX XXXX was SUPPOSED to pay off my old lien holder involving a car from a car accident ( I didnt have GAP insurance so I owed around {$3000.00} thus why I was buying another car ). They repeatedly dodged my calls and I had to go in countless times to the dealership with my kids just to get an answer. The finance manager at XXXX XXXX ( XXXX ) told me at the end of XXXX that the payment was sent to my old lien holder. XXXX I get a call from my old lien holder asking why they havent received the rest of the payment from me. I assured my old leinholder that the ~ {$3000.00} was sent end of XXXX from XXXX XXXX in XXXX Indiana AS XXXX HAD SAID. XX/XX/XXXX comes, and my old leinholder reported me late for payment. ( This dropped my credit 70 points. Ive been working on my credit for four years and now Im back where I was when I was XXXX  ). I go into the dealership again, and XXXX tells me that there was a mistake on my paperwork when I officially bought the car. XXXX told me the paperwork does NOT have anything regarding paying my old leinholder. I thought this was very odd, especially considering I didnt get approved the first time they ran my credit BECAUSE of the amount I owed my leinholder! They had told me they were financing the XXXX on top of the cost of the car. Anyways, XXXX Im at the dealership, I ask XXXX to see their copies of my paperwork and sure enough, its as if there was never any talk of the {$3000.00}. They then handed me a yellow slip that says I owe, promising me a {$3000.00} check. I was told I was being given customer service from the owners wallet by XXXX. Me, being desperate to save of whats left of my credit and pay my leinholder, I pay my leinholder hoping that the closed account would boost my credit. I was happy for a short time until I found out that it did nothing. Turns out, payment history is a significant part of your credit and neither the dealership nor my old leinholder will help me with fixing my credit. My old leinholder asked for a statement on letterhead from the dealership explaining why the payment was delayed in XX/XX/XXXX so they would remove the late payment flag. XXXX said that there was no way he could do that because if they got audited it would look bad. My information was misused when obtaining a car loan as well. Im a XXXX XXXX who attends XXXX  full time and receives a lot of XXXX XXXX : I do not come close to making the {$2500.00} a month put on the paperwork. I didnt know the income was inaccurate until XX/XX/XXXX. XXXX XXXX also put several inquiries on my report and say that cant help remove any of them. I wouldnt care if one or two were kept, but they dragged my credit through a ton of banks and now its showing up as a large sum of inquiries. Im desperate to save my credit and I need help. Ive been to all three credit bureaus and have been in full communication with my old leinholder XXXX and the new dealership XXXX XXXX in XXXX IN.

Company response to consumer: Closed with explanation