Consumer complaint received 2018-09-10 00:00:00
Product: Payday loan, title loan, or personal loan — Installment loan
Issue: Problem when making payments — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: CA

Complaint narrative:
* I got a loan through Citizens One ( C1 ) for a new XXXX XXXX as a part of the newly launched XXXX Upgrade Program from XXXX, which is managed by C1. As a part of that process, I turned in my XXXX XXXX to XXXX XXXX XXXX on XX/XX/XXXX ( receipt attached ) * Got an email from C1 a month later on XX/XX/XXXX confirming new loan in upgrade program and confirming payoff of old loan ( attached ) * I got a letter dated XX/XX/XXXX from C1 - " final notice '' about issues with my loan despite no calls, emails, or other letters previously indicating there was an issue * I called C1 immediately and was told monthly payments weren't being made on my loan and it was in default. I told the CSR that was wrong and I was looking at my XXXX statements that showed the money being deducted on the XXXX of every month. I was then told the issue was actually a balance of {$440.00} due on the payoff of my old loan that was never made by XXXX. 
* I worked with XXXX ( manager of XXXX XXXX XXXX store ) to confirm payoff was made and there were no discrepancies on XXXX 's side. Then responded to C1 with the attached documents and pointed out their own email said the loan was paid off. Both XXXX and C1 pointed fingers at one another and I tried my best to resolve. 
* I wrote a letter to C1 on XX/XX/XXXX outlining the issues and the resolution and got no reply, so I presumed it was resolved ( attached ) * Went to apply for XXXX XXXX loan and was declined due to " poor credit history with C1 '' * Called and they said the {$440.00} balance was charged off and I was in default and could only get a phone by paying for it in full. 
* Made 4 follow up phone calls to try and resolve * 1 ) First CSR ( XXXX ) said hed escalate the issue and someone would get back to me in 2-3 business days * 2 )  Second CSR ( XXXX ) said shed give it to her boss immediately and Id get a call back in the next 24 hours * 3 ) Third CSR ( XXXX ) said no supervisors were available - they had all left for the evening and suggested I call back after midnight. 
* 4 ) Fourth CSR ( XXXX - XXXX ) said no one is available until XXXX. Also told me they do not provide calls back or escalations which everyone else told me they actually did do. Also told me the case ID number that I was given was incorrect. Correct case ID XXXX. I advised them they are in breach of my contract for the XXXX upgrade program. 
* I wrote a second letter to Citizens One on XX/XX/XXXX notifying them the issue had not been resolved and they were defaulting on their obligations under the contract ( Terms and Conditions of the XXXX Upgrade Program, Section 2, Upgrade Option. In subsection E, Termination of Original Installment Loan After Exercising Upgrade Option ). Again, I got no reply from them. ( attached ) * I had to pay for the full cost of a phone out of pocket, despite being enrolled in the XXXX Upgrade Program * I then decided I would sue C1 to get a court to compel them to rectify the issue. I attempted to get a copy of the contract for the terms under which I could bring a case against them. They are unwilling to provide a copy of the contract, despite calling in to request it on 3 different occasions. 
* 1 ) XX/XX/XXXX at XXXX. Requested copy of contract per language on C1 website advising me to call. CSR informed me requests take 72 hours to process and I should expect a copy of my contract via email at XXXX. No contract was received. 
* 2 ) XX/XX/XXXX at XXXX - XXXX . Made a follow up call to inquire about the status of the contract. Was told that they dont send emails, and they dont turn around these requests in 72 hours. It takes 7-10 business days and comes via mail, and he would submit a request to have it mailed to me. 
* 3 ) XX/XX/XXXX at XXXX - XXXX . Person that dealt with it on XXXX did not resubmit the request. Case number XXXX. 7-10 business days. 
* I'm now permanently unable to use the Upgrade Program despite being a perfectly good customer for the last 2 years with no issues.

Company response to consumer: Closed with explanation