Consumer complaint received 2024-12-30 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with additional add-on products or services — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: CA

Complaint narrative:
On XX/XX/year>, I applied for financing through Citizens Pay as part of XXXX XXXX exclusive XXXX XXXX XXXX I was approved for a {$2200.00} line of credit, which was explicitly tied to purchasing XXXX products through this program. After selecting a XXXX XXXX within my credit limit, my order was inexplicably canceled by XXXX XXXX just minutes after completion. This cancellation locked my credit line, leaving me unable to attempt another purchase, and Citizens Pay provided no clear or timely resolution. 

Key Issues : XXXX. Deceptive Practices : The XXXXXXXX XXXX XXXX  was actively advertised on XX/XX/year>, when I applied and was approved. However, after my order was canceled, I was informed the program had ended that same day. Nowhere in the advertising materials I reviewed prior to my purchase attempt was XX/XX/year>, mentioned as the end date. Citizens Pay continued processing applications under this program despite its imminent discontinuation, leaving customers in a vulnerable position once the program was abruptly removed. 
XXXX. Lack of Transparency : When I contacted Citizens Pay to resolve the issue of my locked credit line, I received conflicting information and no clear answers. Representatives failed to explain why the credit line remained inaccessible after the cancellation or how it could be unlocked. There was also no transparency regarding the sudden discontinuation of the program, which had a direct impact on my ability to use the approved credit. 
XXXX. Financial Harm : The application process for the XXXX XXXX XXXX  involved a hard inquiry on my credit report, negatively impacting my credit score. The cancellation of my order and subsequent inability to access my credit line further exacerbated the financial harm. This situation left me unable to complete my planned purchase or seek alternative financing without incurring additional credit checks and potential damage to my credit. 
XXXX. Disregard for Customers : Citizens Pay demonstrated a lack of ownership and concern for the time, stress, and financial harm caused by their handling of this situation. The process required significant effort on my part to follow up with both Citizens Pay and XXXX XXXX, yet no actionable solutions were offered to rectify the issue. This lack of accountability reflects a broader disregard for customers who are negatively impacted by their practices. 
Rude and Dismissive Tone : XXXX tone was condescending, and he made it clear he did not care about the inconvenience or financial harm caused to me as a customer. 
XXXX. Unhelpful Analogies : He compared the situation to using a XXXX card at a store that doesnt accept it, suggesting that I just have to deal with it. I pointed out that this analogy was invalid, as XXXX is accepted at thousands of locations, while XXXX XXXX is exclusive to XXXX XXXX. Instead of acknowledging the difference, XXXX argued with me and cut me off repeatedly. 
XXXX. Failure to Provide Solutions : XXXX offered no actionable solutions and showed no willingness to assist me in resolving the issue, leaving me feeling frustrated and unsupported. 

Citizens Pays handling of this matter has caused undue stress, wasted time, and financial harm. Their lack of transparency and accountability raises serious concerns about their practices and their impact on consumers. I request the Consumer Financial Protection Bureaus assistance in addressing this issue and holding Citizens Pay accountable.

Company response to consumer: Closed with explanation