Consumer complaint received 2025-11-10 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: CITIZENS FINANCIAL GROUP, INC.
State: MI

Complaint narrative:
CFPB Complaint : Improper Late Payment Reporting by XXXX  XXXX XXXX due to error with Citizens Bank ( XXXX XXXX Provider ) CFPB Summary : A XXXX late payment was reported on my Bank of XXXX credit card XXXX Citizens Banks XXXX XXXX bill-pay system - implemented in XX/XX/year> - failed to process or notify me of the payment due and stopped paper billing. I trusted this system, which had worked for years, but the transition in XX/XX/year> caused the payment failure. I reported the issue to Citizens Bank under XXXX XXXX. XXXX ( filed XX/XX/year>, with representative XXXX XXXX and request CFPB assistance to have this late mark reviewed and corrected, as it resulted from a verified third-party system error, not consumer negligence. 

Consumer : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, MI XXXX Email : XXXX Phone : XXXX Account ending in : XXXX Issue Summary : I am submitting this complaint regarding a XXXX late payment reported bXXXX XXXX XXXX XXXX  XXXX XXXX account ending in XXXX for XXXX and XX/XX/year>. 
The issue originated from Citizens Banks online bill payment system, not from my negligence. I have been a loyaXXXX XXXX XXXX XXXX XXXXustomer for over 20 years and have always paid my credit card balances in full and on time. However, when Citizens Bank launched a new online electronic bill payment platform in XX/XX/year>, the system failed to process or send payment notifications for XXXXXXXX XXXX XXXX XXXXXXXX credit card account. 
Because of this system failure, I did not receive any paper statements or digital alerts from either Citizens Bank XXXX XXXX XXXX XXXXXXXX indicating that a payment was due. My trust was placed in Citizens Banks bill-pay system, which I had used reliably for years to manage my payments, including my XXXX XXXX XXXXXXXX account XXXX Unfortunately, this reliance led to a missed payment that was entirely unintentional. 
As soon as I discovered the problem, I contacted Citizens Bank and filed a service ticket Ticket No : XXXX, handled by XXXX on XX/XX/year> to document the error. I also immediately made the full payment to Bank XXXX XXXX on XX/XX/year>, bringing the account completely current. 
Despite the fact that the missed payment was caused by a third-party system error outside my control, XXXX XXXX XXXXXXXX XXXX this as a XXXX late payment to all three credit bureaus XXXX XXXX XXXX XXXX XXXX XXXX resulting XXXX a significant drop in my credit scores. 
________________________________________ Company name XXXX XXXX XXXX XXXX Citizens Bank The root cause is the faulty online bill payment system implemented by Citizens Bank ( XXXX XXXX Provider ) in XX/XX/year>. I stopped receiving a bill foXXXX XXXX XXXX XXXXXXXX credit card ending in XXXX since the new online bill payment system was implemented in XX/XX/year>. There was no bill and no notification for this account on the Citizens Bank XXXX XXXX system in XXXX or XXXX. This triggered a past due account for this account with XXXX XXXX XXXXXXXX that I found out about through a notification regarding my XXXX XXXX being decreased. I have always had an excellent XXXX XXXX. Now, my XXXX XXXX decreased as follows : XXXX  from XXXX down to XXXX XXXX  down to XXXX XXXX from XXXX down to XXXX XXXX XXXX banking system & Credit card or line of credit

Company response to consumer: Closed with explanation