Consumer complaint received 2022-06-08
Company: CITIZENS FINANCIAL GROUP, INC.
State: MD
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem when making payments

Complaint:
I have a loan for my security equipment through this company. Back in XXXX, the card that I had my recurring payments coming from was shut off because XXXX changed to XXXX. My payment did not go through. I got an email that the payment didn't go through and I needed to make the payment. I went online to make the payment on XX/XX/22 of {$40.00} for my XXXX payment. On XX/XX/XXXX, Instead of the payment being {$40.00} they took out {$81.00} with the recurring payment. That was two payments instead of one. I called and informed that now in XXXX I have made 3 payments and to change it so it does not make a payment out in XXXX. The agent I first talked to told me that the system just shows it as an extra payment if you make a payment before the due date. I informed that I was making the payment that I was told that I owed. Your system should have recognized that and only taken out the amount monthly amount. She said they had no way of changing that and I needed to call my bank to dispute the charge. I told her I did not want to be on auto-pay and she informed me that could not be changed either. 

I requested to speak with a manager and stated there was no manager available and placed a request for a manager to call back. No manager called me back and the payment of {$40.00} came out anyway. Now, that is XXXX payments made between XXXX and XXXX. I called back asking for a manager, again I am told a manager is not available and the same excuse of an extra payment. I explained again that I was not making an extra payment and that I needed this corrected and to be taken off of auto-pay. The other rep informed me that I had to go to XXXX to change the auto pay. I called them and they said they have nothing to do with the payment for the equipment loan. 

This time the rep stated he was putting in a complaint and I would hear back from a manager. Again, a manager does not call but I receive a credit to the card. I called again and asked what happen and they said the payment was reversed but no you are past due and owe for XXXX. I said I do not, that is the whole reason the payment was reversed because you all are taking too much money out. The account needs to be adjusted to show its current. Again, they do not know how to do it and said they would request for a manager to contact me. I still do not hear from a manager until almost two weeks later and she left me a message on my phone on XX/XX/XXXX. I tried calling back and was not able to reach her. I requested another call back from a manager because the account was still saying I was past due and now I am getting collection calls about the balance. I spoke with a collection rep on XX/XX/XXXX and she stated that it should not be passed due after looking at the amount I paid and putting in a complaint to have it fixed. I still don't receive a call from a manager. I keep getting notices that my account is past due and another rep contacts me on XXXX asking about my payment. I explain everything to her again and state a manager has still not contacted me back. She states she is putting in an escalation ticket and that manager will be calling me back that day. Another day goes by with no call. They take out {$81.00} on XXXX and then say they are taking out another {$81.00} on XXXX. When the amount authorized is {$40.00}. I have advised my bank to block my card and dispute the charges and no one will call me to fix this problem. They just keep taking out amounts they are not allowed to which is causing me problems with my finances and is a breach of contract.

Company response to consumer: Closed with explanation