Consumer complaint received 2024-03-16 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Problem with additional add-on products or services — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY

Complaint narrative:
I am requesting a review of the company Citizens Pay in relation to my XXXX account for the second time. On XX/XX/XXXX, I received a response stating that my account was past due of {$0.00} ( XXXX cents ) for the month of XXXX. However, I had made a payment of {$80.00} on XX/XX/XXXX using the Citizens Pay app, where I selected ( not input payment information ) the payment listed to be made towards the account. 

On XX/XX/XXXX, I received an email from Citizens Pay regarding a late payment and subsequently contacted them the same day. The customer service representative I spoke to confirmed that there was no balance due or past due on my account, after reviewing my payments in detail. Despite this, in XX/XX/XXXX, I received an alert via XXXX XXXX stating that negative information had been reported on my credit report. 

Upon contacting Citizens Pay again on XX/XX/XXXX, a representative informed me that no late payments were reflecting in the system and initiated a dispute. Both representatives that I spoke with on XX/XX/XXXX and on XX/XX/XXXX, assured me that someone would contact me about this matter, but no contact was ever received from Citizens Pay. It was only after filing a complaint with the CFPB that I was contacted by Citizens Bank ( Pay ) and informed an investigation would be conducted. 

Citizens Pay has failed to maintain accurate records of my account, resulting in conflicting information being provided to me. This lack of transparency and accuracy in their reporting is in violation of the Fair Debt Collection Practices Act and the Federal Trade Commission Act Sec. 5. Their actions have caused significant harm to my credit report, as I was not provided with crucial information regarding my account in a timely manner. Citizens Pay is responsible for ensuring the accuracy of information they provide to me pertaining to my account. Citizens Pay is also unfair and deceptive of their practices by failing to provide me pertinent facts about my account when I called in an asked. The act/practice is unfair, due to it causing substantial injury to my credit report report. Citizens Pay inability to provide me information of a {$0.00} past due amount on XX/XX/XXXX, interfered with my ability to effectively make a decision to pay or to take an action to avoid such injury to my credit report. 

Citizens Pay withholding of information regarding a {$0.00} late payment for over XXXX months is unacceptable and has adversely affected my credit standing. I expect a prompt resolution to this matter to rectify the inaccuracies in my account and prevent further damage to my credit report. I do not want the resolution to be a notation to my credit report of a dispute, the creditor needs to remove the negative reporting from all XXXX credit bureaus and update my account as paid as agreed. To report me negative to the credit bureaus over {$0.00} ( XXXX cents ) for a mistake on your companies for part for failing to provide me the information I requested in a timely manner is diabolical. With all the XXXX disparities that I already have to face with credit scores and reporting and just being denied credit due to my race and now I have to explain that I was XXXX cents late to a creditor for no fault of my own is just absurd in itself and petty in nature.

Company response to consumer: Closed with explanation