Consumer complaint received 2021-07-02
Company: CITIZENS FINANCIAL GROUP, INC.
State: AZ
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem with additional add-on products or services

Complaint:
I ordered an XXXX XXXX XXXX by way of XXXX XXXX XXXX through XXXX on Wednesday, XX/XX/2021. Citizens One is the credit lender for XXXX XXXX. XXXX is supposedly the company fulfilling orders. 

The website processed my application and order. My credit was checked, I received an email from my credit monitoring service confirming so, and I was approved for the credit. I received a confirmation email with an order number and shipping information. The XXXX was to be delivered on XX/XX/2021, and an email would be sent when the package shipped. 

I was also provided a link in the original confirmation email to the customer service portal for XXXX XXXX Access through XXXX at XXXX XXXX XXXX This website showed my order as being prepared and a delivery date of XX/XX/2021. It infIt still shows the same information today XXXX XX/XX/2021 ). 

I then received an email from Citizen One with instruction on setting up my account. I followed the instructions immediately and my account showed a line of credit of {$2500.00} with {$1600.00} available. The total cost of the XXXX package was {$900.00}. However, there was no transaction history or line of credit balance. 

I did not receive any further emails during the following week, and there were no updates on the customer service portal. I decided to reach out to XXXX on XX/XX/2021 via the portal to determine if there were delays in shipping since no updates had been produced. I received a confirmation email that a ticket had been opened, yet no other communication. I then received an email the following day, XX/XX/2021, late in the afternoon, from XXXX saying my request was received and they would follow up if additional information was needed. No further communication. 

I then decided to call the various numbers provided on the portal page and reached Citizen One. They said my order went through, but they had no way to know how it was being processed as they only provided the credit. The first person transferred me to another department at Citizen One who told me the same thing adding that there was nothing I could do except wait. 

Normally, I would not have a problem with waiting, but the fact that I had a line of credit with no product in hand and no communication from the company I purchased the product from had me concerned. Still, I had exhausted all of my options. 

Today, XX/XX/2021, I checked my account on Citizen one and my available credit is now {$2500.00} out of my {$2500.00} credit limit. I then received a text message from Citizen One informing me that XXXX was out of stock of the XXXX XXXX XXXX and that my order had been cancelled. The only option is to switch my order to an XXXX XXXX XXXX which I do not want as it is not the product I ordered. I also do not trust that they would deliver on that, especially considering the instruction to email XXXX requesting the change after the complete lack of communication from them so far. My account would be automatically closed in 150 days unless I was able to reorder when they come back in stock or switch to an XXXX XXXX  XXXX. 

Despite this, the customer portal still says my product will be delivered XX/XX/2021, and I have received absolutely no communication from XXXX. 

I have now taken a hard credit inquiry and added a line of credit with absolutely nothing to show for it. It seems incredibly wrong to have sold me a product at all, let alone using a line of credit, without being able to deliver the said product.

Company response to consumer: Closed with explanation