Consumer complaint received 2019-06-06
Company: CITIZENS FINANCIAL GROUP, INC.
State: TX
Product: Debt collection
Sub-product: Other debt
Issue: Written notification about debt
Sub-issue: Notification didn't disclose it was an attempt to collect a debt

Complaint:
On XX/XX/XXXX I contracted XXXX security system to install an alarm system. Over the phone, XXXX said I could finance the purchase of my alarm system equipment over 60 months and wrap up my monthly security service and equipment payments into a single payment that could be setup with an autopay on my Master Card. XXXX never sent me a copy of the service contract in writing nor do I see any contract on my login online. I began getting a monthly autodraft against my Master Card for the XXXX XXXX XXXX and a separate email request for payment for the equipment from a bank named Citizens Bank via a " Citizens One Personal Loan ''. 
On XX/XX/XXXX I called XXXX and was told the equipment portion was financed by Citizens Bank and my payments for the equipment should go directly to Citizens Bank. I told Vivint this was confusing as I was told I would get one bill month monthly for service and equipment and after 60 months ( after final payment for equipment ) I would only be billed for service. 
XX/XX/XXXX After receiving monthly emails from Citizens Bank ( XXXX or call XXXX ) looking for monthly " loan '' payments, I contacted Citizens Bank to set up an autopay for the monthly payments. I was told they could not set up the payments using my Master Card. I was lied to by both XXXX and Citizens Bank. I paid for what I owed at the time via my bank account. 
XX/XX/XXXX I set up an online " Loan '' access via XXXX to set up an autopay using my Master Card. The system would not let me set up an autopay. 
XX/XX/XXXX I called Citizens One Personal Loans at XXXX to pay off the entire balance of my " loan ''. I was told my " loan '' was in " Asset Recovery ''. I spoke to XXXX-Citizens One Bank and XXXX-Citizens Bank Asset Recovery. Upon paying by balance due in full via my checking account, I asked them for a receipt, statement or letter from the Bank that stated that my account was Paid in Full or something that said my balance was XXXX and that I no longer owed the bank anything. I was told the bank could not provide anything like that. They told me to contact XXXX for a Paid in Full receipt. I called XXXX and XXXX told me the bank should provide a Paid in Full receipt. Citizens Bank told me I would receive a " Receipt '' of my payment but it would Not say my balance was XXXX. They said " they '' would contact XXXX to let them know the equipment was paid for. 
I told Citizens Bank any legitimate bank provides a receipt, letter or statement that confirms an account is paid in full. A simple Paid in Full receipt/letter/statement should be mandatory. 
Is this a bank with shenanigans going on here? They're looking a little shady. I hope my account is paid in full. 
I would like a statement or letter from Citizens Bank in writing that states my Name and Loan Number is paid in full with a XXXX balance. 
XX/XX/XXXX I made my payment in full on XX/XX/XXXX via XXXX and tried to access my online account with the bank to confirm my balance is XXXX. I no longer have access to my online account as it has been shut down. I called Citizens Bank Asset Recovery service number XXXX and spoke with XXXX-Supervisor Employee # XXXX to verbally verify my account is paid in full. XXXX noted that my payment in full was received and would take 10 business days to post to my account. XXXX told me to call back in 10 business days to verbally verify my account balance was XXXX. I was told by XXXX that XXXX and XXXX are set up paperless. I asked XXXX if I would receive a paperless receipt/statement/letter via email or text that verified that my account balance with Citizens Bank is XXXX. XXXX told me that Citizens Bank does not provide anything in writing that confirms an account balance is XXXX. XXXX informed me that the only way to verify an account balance is XXXX is to call Citizens Bank and get verbal confirmation. I told XXXX I have taken loans at other banks and regularly receive credit card statements electronically that verify my balances are XXXX and I find it strange that Citizens Bank does not operate that way. It is just good practice to provide the customer with a confirmation of account balance.

Company response to consumer: Closed with explanation