Consumer complaint received 2025-02-17 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY

Complaint narrative:
I am writing to formally address the ongoing issue regarding my dispute with XXXX XXXX XXXX, which I initially submitted through the Citizens Bank dispute department on XX/XX/XXXX. Despite my persistent efforts, my case remains unresolved, and I am now requesting immediate action to bring this matter to a close. 

From XX/XX/XXXX, to the present, I have repeatedly reported the dangerous condition of the XXXX XXXX that was rented to me and my family. During my use of the vehicle, I experienced several serious issues : The " Maintenance Required '' light illuminated on the dashboard. 
The check engine light turned on. 
Smoke began emitting from the tailpipe. 
The vehicle began shaking while in motion. 
These issues are indicative of significant mechanical malfunctions, and the vehicle posed a clear safety risk. Despite these concerns, I was unable to obtain a satisfactory resolution, even after escalating the matter both with XXXX directly and through the Citizens Bank dispute department. 

On XX/XX/XXXX, I submitted a rebuttal to XXXX, addressing XXXX response to my payment dispute. XXXX has failed to provide an explanation as to why I was required to exchange the XXXX XXXX, and there is no documentation confirming that an exchange took place. I also submitted photographic evidence of the hazardous condition of the vehicle, yet Citizens Bank has failed to acknowledge receipt of my submission, resulting in the denial of my claim on XX/XX/XXXX. To date, I have not received a formal denial letter via mail. 

I was assured that a supervisor would contact me to discuss both my submission and the banks decision ; however, this has not occurred. During my interactions with customer service, a representative explained that there was confusion between my current dispute and a previous one, which contributed to further delays in issuing a decision. Additionally, I was assigned multiple case numbers, causing further confusion and lack of resolution. 

Below is a timeline of the relevant communications I have had throughout this process, none of which have resulted in a satisfactory resolution : XX/XX/XXXX : I emailed XXXX, outlining XXXX standard of care policy and detailing the issues with the vehicle. 
XX/XX/XXXX : I forwarded my complaint and supporting documents to XXXX XXXX XXXX, Vice Chair and Head of Consumer Banking, requesting his intervention. 
XX/XX/XXXX : I filed a complaint with XXXX and sent the XXXX dispute evidence to XXXX at Citizens Bank for further review. 
XX/XX/XXXX : I forwarded my evidence, including photos, to XXXX. 
It is deeply concerning that, after over a year of diligent effort, this issue remains unresolved. I am requesting immediate action to rectify this matter. My dispute has been mishandled from the outset, and I have yet to receive the refund I am entitled to.

Company response to consumer: Closed with monetary relief