Consumer complaint received 2016-04-03
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Account opening, closing, or management

Complaint:
Most recently I have been notified by all three credit bureaus XXXX, XXXX, and XXXX, that a major derogatory event has been reported on my credit files by Citizen 's Bank. Citizen 's Bank is reporting that I am 120 days past due on an item believed to be associated with a line of credit I was unable to open due to having been denied a request for the line of credit in question by Citizen 's Bank. During the time of a refinance of a student loan ( XX/XX/2015 ) it was mandatory a checking account be opened ; therefore, I complied by opening the checking account. I made a request for an overdraft line of protection in the form of a line of credit for this account over the phone, but it was denied due to my credit not being strong enough to support an unsecured line of credit. I applied by speaking with XXXX ( over the phone ) in the XXXX branch, she informed me ( over the phone ) I had been denied this line of credit. It is my understanding Citizen 's Bank records all of of it 's telephone calls, so it should be very easy to verify this conversation and this matter should be over immediately. At the time of opening the checking account no other request was made to open a line of credit other than what the bank offers as a courtesy at their discretion, and no overdraft protection was ever extended. In addition, my spouse who did not in any way apply or consent to the opening of this line of credit ( also a signatory on the checking account ) is also being penalized with 120 day past due entries on all of her credit files as well. We have contacted Citizen 's Bank at least fifty times and have had numerous conversations regarding this matter. We have been promised an investigation during which time any account activity including reporting to any outside agency would be placed on hold until the investigation was complete. This negative reporting began several months ago despite our numerous calls and conversations promising us this would not happen while the matter was being investigated. We know the line of credit is invalid due to me having been denied for the line of credit, and my spouse never having applied or consented to a line this credit. This matter has become extraordinarily damaging to both of our credit profiles with all three agencies all the while we are being given the run around and every excuse imaginable by Citizen 's Bank. 
To sum this up : Several months ago when it was first discovered there may have been a problem with the checking account in question, it was promptly closed with a positive balance per Citizen 's Bank, again over the phone on a recorded line. Multiple calls were placed to the branch, customer service, collections, the Chairman 's office etc ... to clarify the following facts : I personally, was denied the overdraft line of credit protection for the checking account and my spouse never applied or consented to an overdraft line of credit in any way shape or form. This is such a simple matter, yet Citizen 's Bank will not cooperate with us, they are engaging in nothing but egregious behavior hurting my spouse and I substantially over a line of credit I was denied for and my spouse never consented to. Citizen 's Bank will not stand by their word when we speak to them, they say one thing then do another. They are only interested in inflicting as much financial harm upon us as they possibly can over a line of credit that was never legally, formally, properly, opened or consented / agreed to. Apparently Citizen 's Bank will not admit they are wrong and would prefer to destroy a consumer 's credit profile and life rather than work with the consumer in an ethical consistent manner. The credit bureaus are guilty as well since they will not listen to us and continue their negative reporting regardless of how strong a case we have presented to each agency. Please help us end this unethical, illegal, nightmare.

Company response to consumer: Closed with explanation