Consumer complaint received 2023-12-20
Product: Debt collection — Other debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: CITIZENS FINANCIAL GROUP, INC. (CA)

On XX/XX/2023 through the XXXX website I ordered the XXXX all access product. Which allows you to pay for an XXXX  through a monthly payment. This the link XXXX XXXX XXXX XXXX? XXXX & XXXX & XXXX & XXXX & XXXX XXXX XXXX The credit agreement was set up by Citizen Bank through XXXX XXXX. I was unaware the ay they set it up it is by XXXX XXXX, the XXXX  hardware and the XXXX. This is not the way its been sold to on the webite. It says its an all inclusive payment. 

The product became defective and on XX/XX/2023 returned the product back to the XXXX store. 

XXXX did not inform Citizens Pay that the XXXX had been returned and they started chasing me for money. 

I contacted XXXX XXXX chat and phone, 3 way calls with XXXX XXXX to confirm the return had happened. Now, XXXX did not do their part. I spent hours of my time being passed from department to department, cold transfers having to explain the issue over and over again. Nobody in your company could help so I did your job and sent Citizens pay an email of my return. 

I thought this matter was resolved. However they called me again on Tuesday XXXX XXXX to tell me I still owe {$380.00} for the game pass. I again explained the situation and again I contacted XXXX and again was passed from department to department. I was then told my case had been escalated and I would get a call back within 24-48 hours. Did it happen? No. 

XXXX XXXX I called XXXX XXXX and asked if my account had been cleared. They said no and I still owe {$380.00} to them. So again I spent another 2 hours of my time being passed around and nobody could help. I then went in the XXXX XXXX in XXXX and asked for help. Guess what? No help, instead they took my phone and called the contact center and asked me to speak to them. Then guess what another 40 mins being passed around. I got an agent and we did a three way call with Citizen pay again and guess what he put us both on hold for 45 mins and never came back. 

Citizen pay told me that my credit rating will be affected if the matter isnt resolved or payment made to them. 

They are you making my life so difficult and causing me so much stress and anxiety I will have no choice to pay {$80.00} to them to cover the late payment so my credit isnt impacted. 

I am disgusted by the level of service from XXXX and I pay for a total tech membership. 

I need this matter resolved immediately. 

1. citizen pay need to be contacted and my account with them closed and the money I had to pay to them refunded 2. XXXX staff need to be trained on this product and customer service both instore and via the contact center. 

3. I want credit for the purchase of the total tech membership as this level of service is not acceptable even for a non-paying customer.

4. I want compensation for my time, stress and XXXX  of {$1000.00} minimum via a gift card for this. 

I am furious, upset and disgusted by XXXX. 

On the the website the FAQs state : What happens to my XXXX XXXX XXXX XXXX membership if I return my XXXXXXXX XXXX XXXX  purchase? 
A : If you redeemed the XXXXXXXX XXXX XXXX XXXX XXXX membership prior to returning youXXXX XXXX XXXX  XXXX XXXX XXXX the XXXX of XXXX XXXX XXXX XXXX  will be removed from your account at time of return.