Consumer complaint received 2020-01-19
Company: CITIZENS FINANCIAL GROUP, INC.
State: CA
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:
This is second CFPB complaint I am filing and this time really need CFPD officer to look out in this case personally and investigate as Citizens One bank is now really harassing me with their inefficiency to take care of 4 year good performing customers like me and I am getting tortured some way or other!

In my previous CFPD complain, I have explained why my monthly payments that were going regularly by auto debit for last four years didnt go after XX/XX/XXXX. Again I am explaining, I was traveling out of city and I moved out of my old place. During my travel period my business credit card on file for auto debit got compromised and stopped by the bank. I got no intimation from Citizens One that my monthly payments. Main point to note here is Citizens NEVER called me even ONCE to check why suddenly 4 years old account stopped operating, guessing something is wrong! 

In XXXX, when I was filing company tax returns I called Citizens for the statement and I came to know about the situation, I called bank several times, bank Never called me at that point too and its was me who 'Ensured ' that all my pending payments are made and account is good. Also at that time i gave my new card details to use for next monthly payments. 

At this point, all payments were cleared by me and it was clear I always wanted to pay the money and any delayed payments were not because of my mistake. 

Citizens One Bank didnt even updated my phone number and address when I informed them earlier. This can be proven that in XXXX even after repeatedly calling and giving my new phone number and address it was still not updated. I called at least 5 times to get it updated. I can get call recordings from my phone service provider to prove this. 

Citizens One has very bad customer support who are absolutely inefficient people. For their inefficiency I should not be penalized. Had my phone number and address updated efficiently, i would have at least got communication about my payment issue.

I requested bank to reverse the late payment reportings and Chairmans office manager XXXX repeatedly keep denying to reverse the late payment reporting. I want CFPB to look into this matter. Late payment reportings should be for the willful defaulters who really dont want to pay the money or who didnt had money to pay. I always maintained balances in my account to pay the bank, bank failed to collect the money. 

On top of this I have to go through another torture by Citizens One. I was told in XXXX when i cleared all the pending payments, that my next payment is due in XXXX and I have already given my new card to put on file. I maintained money in my account and was worry free that everything is again smooth. But with inefficient operations of the bank, I was again put in trouble. 

I had to go to LA for my project over the weekend on XXXX XXXX and on Friday XXXX XX/XX/XXXX morning I realized my car was not in its driveway. Here are the rest of facts : I was horrified that my bmw is stolen but first thing i did was to call Citizens One to find out if this is anything to deal with my loan ac. When I called they have put me on 45 min on hold and did not even confirmed that my vehicle was repossessed. He told me to call back!

I have to call three times that day just to get confirmation that my vehicle was repossessed It was at XXXX XXXX  they confirmed that vehicle is repossessed for non-payment of just two installments I asked them why there was no phone call before they did such a severe action they said they are not required to call! 
When I asked there should have been some communication from the bank for their intention to pick up the vehicle before such action, customer service lady on phone said that they have sent the letter of intent to pick up vehicle before they picked up the vehicle but there was none! 
Later when I spoke with XXXX from Chairmans office, she told that they do not send the letter of intent BEFORE they pick up the vehicle but they send it after they pick up! 
Please notice, two different answers by two officials to cover up their side.

Also, Chairmans office officer XXXX threatened me that my vehicle will be sold in auction if I dont clear repossession case soon just four days after vehicle pick up On Friday XXXX, when I asked to connect to the same officer with whom I spoke earlier in XXXX they kept dening and kept me on hold for long time again and again to even to talk with an officer and finally connected me with different officer This officer spoke for two hours on phone and I wanted to make the payment of charges to take back my vehicle right away but he didnt took my payment by card like last time officer took and closed the case immediately on the spot This Officer transferred me to another lady to take a payment, who said I have to go the bank to make bank transfer When I went to bank for bank transfer then she says bank transfer will take THREE HOURS to get the money ( which is false when I spoke with bank they said money goes right away ) and told me to go do XXXX transfer I have to run pillar to post without car, somehow I made my way to XXXX lady on the phone was yelling at me from XXXX XXXX  even when I was in the bank trying to do the transfer when office who transferred me to her told me that they work till XXXX XXXX. I request CFPB to listen to these calls. 
When i was at XXXX XXXX, lady kept giving me wrong direction to make the payment and the payment not going through and she HUNG UP ON ME " This entire senario tells that bank officers DIDNT WANT TO COLLECT PAYMENT BUT HARRAS ME AND MAY BE GIVE MONEY TO TOEING PEOPLE TO GET SOME COMMISSION ''. I could have easily made payment on Friday and got my vehicle back if bank officers cooperated with me Also on Monday again the show started for the payment! Different officer was on phone who was at least good person and really gave me proper instructions and account details to make the fund transfer. Point to note these instructions were NOT GIVEN TO ME ON FRIDAY. I made payments according to her instructions and it was successful. This is very clear case that people on the phone on Friday didn't wanted me to make the payment and take vehicle back CITIZENS ONE KEEP DOING THE SAME THING, THEY DON'T TAKE THE PAYMENT FROM CUSTOMER AND THEN TORTURE CUSTOMER either by taking possession of car or Late Reporting 's to the Bureaus. 
Even after making payment, when I called repossession dept they kept telling they did not receive funds and when I called XXXX  they said funds went to citizens bank immediately. I have to keep calling 3-4 times and finally to get confirmation from citizens lady of receipt of payment Then I have been given different calling numbers of local toeing agency to get my car who say we close at 2!

Plus I have been told to go to police station and get repossession letter to get my car, why??

When I got everything, local storage agency tells citizens bank has NOT RELEASED the car yet, and bank say we released. This drama went for another day! 
I have to go through this payment and release letter drama for three days. Everybody on the call was RUDE AND RUDE.

Toeing agency give vehicle only before 2. This entire scene made me lose my work for a week!!! 

Is this so much serious sin i made. What was my mistake both the times that Citizens One gave me this TORTURE!

Company response to consumer: Closed with explanation