Consumer complaint received 2022-09-22
Company: CITIZENS FINANCIAL GROUP, INC.
State: NC
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was result of identity theft

Complaint:
This complaint is in addition to my first complaint filed on XX/XX/XXXX. Unfortunately, that complaint was filed as closed because the company FINALLY responded and it appeared they had resolved the issue. We received in writing from CitizenOne that our debt which was identify theft has been filed as so and we are no long responsible. We even received a check in the mail to pay us back for the payments we had been making. We received the offically letter stating closer of our debt and account from XXXX XXXX on XX/XX/XXXX. During the resolution process XXXX XXXX has been great and very responsive. This case was closed out on XX/XX/XXXX and starting in XXXX we have been receiving emails from CitizenOne stating we still owe a balance of {$1700.00} and requesting PAYMENT!!!!!!! I have called and left voicemail for XXXX XXXX multiple times and have given her TWO MONTHS to respond and again NOTHING! I am guessing since this complaint was closed once again the company does not care. The amount of time I have spent trying to to resolve something so simple is absolutely ridiculous. This has been going on for over a year now and yet this company has continued to do only what they have to. I want this issued resolved ASAP please. 

Original Compliant : XX/XX/XXXX someone stole my husband identity, his name is XXXX XXXX. Taking out multiple loans online for electronics. These loans included three different companies, two out of the tree were great. We had a police report, our local police investigation the issue. We were able to provide paperwork and documentation of the fraud and resolve the issue. However, the third company is Citizen Bank and they have been HORRIBLE! We have called and called and called and are always told ; we do not have many staff in the fraud department and no one is here to speak to you. We were give a fraud like we could call and leave a voicemail with no response EVER! We finally in XX/XX/XXXX to at least email us the fraud paperwork we needed to fill out and submitted it. Just to continue calling and getting the same line but no information. In XX/XX/XXXX some finally confirmed for me they received our paperwork and we should receive an email my the end of the month with instructions on what they needed from us. Well we never got that email. The fraud line now no longer even takes voicemail, its just hangs up on you. They recently gave me an email address which again no response. I have offered multiple times to send our police report in and they just tell me someone from fraud will have to talk to me. At one point we were making payments on this loan to ensure it did not hit our credit, they are stopped taking our payments and our online account no longer shows a balance but I can not get ANYONE to speak to me about the claim. Is it resolved? I am literally in tears over this. I have no where to turn. I ask to speak to a supervisor or someone higher up and they just tell me there is no one for you to speak to. I am sorry. The emotional stress this has caused my family and I is in describable. Please help me.

Company response to consumer: Closed with explanation