Consumer complaint received 2021-11-26
Company: CITIZENS FINANCIAL GROUP, INC.
State: TN
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
On XX/XX/2021, my wife and I agreed to have XXXX install the 120-day security system, satisfaction guaranteed. While there were contradictions and confusing information about the equipment cost and service throughout the process, such as : 1. They quoted a cash payment amount estimated around {$1500.00} to {$1600.00} ; however, they refused to let me pay cash for the equipment and service. 
2. XXXX stated we would have one payment for the security system and monitoring services. 
3. They would not have to pull a credit report ; however, XXXX pulled a hard copy of my credit report during the installment process. 
4. Professional installation and 120 guarantee repairs and services ; however, the back error message continues today since day one. 
XXXX. There were improper disclosures and non-disclosure of Citizen One Bank 's credit line ; however, Citizen One Bank opened the credit line ( XXXX ) and reported me 60-day delinquency without notification. 
XXXX. XXXX and Citizen refused to correct credit report errors that adversely impacted my employment and ability to refinance my mortgage during the historically low mortgage rates environment. 

Nevertheless, we moved forward with the service thinking a company name as big as XXXX would make good on the promises, guarantee, and cancellation agreement. Therefore, we were surprised that it would not fulfill any of the verbal and written agreements. 

Per their demand, I gave XXXX my credit card information and scheduled the installation. Doing the installation process, they pull my credit again. At the begging of the process they, conducted a soft pull to quote, " qualify me for the best services. '' It wasn't until the service technician told me I qualified for the 0 % financing, and at the time, I knew XXXX pulled my credit. My wife set up XXXX automatic drafted, and we completed the transaction. I asked for the disclosure, and the sales technical said they would mail them to my address. Unfortunately, I never received the hard copy disclosure or an electronic version. 

On or around XX/XX/2021, while pursuing an employment opportunity, a third-party company ( XXXX XXXX XXXX XXXX XXXX shared information about the 60 delinquencies with Citizens Bank . Upon receiving this information, I reached out to the citizen Bank for resolution. They informed me that they financed my security equipment. I explained the lack of openness and disclosure of information, and I didn't realize I had an account with them. 

I specifically asked the salesmen and technicians if I would make payments to two companies, and they said no. So, hearing this information was disheartening. The Citizen customer service shared they have had many issues and complaints about XXXX employees giving incorrect information. 

The collector said they would fix the problem and forward my account to the correct department to improve the delinquency report. However, upon getting my payment, the employee waffled on his commitment to fixing the issue. I talked to his supervisor, and he promised to escalate it for resolution. Also, I filed a dispute with XXXX, but never Citizens or XXXX fixed my credit. 

In addition to all the financing confusion since day one, the backdoor keypad has defected. When the door is locked and we set the alarm, we receive an error message that states the back door is not online. We have unsuccessful scheduled service technicians multiple times, only have them canceled or no show. Some of the unsuccessful service dates were : XXXX. XX/XX/2021 XXXX. XX/XX/2021 XXXX. XX/XX/2021 XXXX. XX/XX/2021 XXXX. XX/XX/2021 XXXX. XX/XX/2021 XXXX. XX/XX/2021 My wife and I made multiple unsuccessful attempts to XXXX and Citizen One Bank to resolve the issues. But unfortunately, the debt must cause us great financial, personal, mental harm. Would you please assist us with correcting the nightmare transaction that continues to impact our lives negatively?

Company response to consumer: Closed with explanation