Consumer complaint received 2024-07-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Credit card company won't increase or decrease your credit limit
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY

Complaint narrative:
On XX/XX/XXXX, I received a mail notification stating : " We are writing to let you know that your above-referenced credit card account is currently past due {$5.00}. As a result of this delinquency and following a review of your account history, we have decreased your credit limit to {$250.00}. '' This is regarding one of my two credit cards with Citizens. 

This occurred during a particularly challenging period as I am managing both XXXXXXXX XXXX and work. My primary focus at the time was on my XXXX, job, and basic needs like food and sleep. Although Citizens Bank had sent email notifications about the past due amount, I unfortunately did not pay much attention to them. I assumed that since my XXXX account with autopay had transitioned to Citizens Bank, the autopay system would automatically cover both my credit cards. Regrettably, this was not the case, as I realized only after receiving the mail notice. 

Upon receiving the notice, I promptly called Citizens Bank on XX/XX/XXXX. I spoke with a male supervisor who acknowledged the situation and expressed understanding of my confusion regarding the transition. I explained that reducing my credit limit over a {$5.00} delinquency seemed excessive and that the communication methods used ( email for the past due notice and mail for the credit limit change ) were inconsistent and ineffective. I have money in both my deposit and savings accounts, which would most certainly be able to cover the {$5.00}. I wondered if Citizens truly cared because a simple phone call or voicemail would have allowed them to confirm the customer 's acknowledgment, especially given my good payment history since XXXX and my other Citizens credit card via autopay. The supervisor assured me that there would be no negative impact on my credit score and promised to work on increasing my credit limit, though he mentioned it might take some time due to the XXXX holiday. He assured me that I would hear back from Citizens Bank, but I never did. 

As a XXXX XXXX  committed to helping others, it is disheartening to receive such inadequate support from my bank. Recently, I checked my credit score on XXXX and noticed a consistent decline because I was spending above 10 % of my {$250.00} credit limit. Living in New York, it is challenging to stay under a {$25.00} spending limit, essentially rendering the card unusable. Realizing I had not heard back from Citizens, I called again to request an increase in my credit limit. 

This time on XX/XX/XXXX, I spoke with another supervisor who informed me that a hard inquiry would be required to increase my credit limit, which would further decrease my credit score. The first supervisor 's assurance that my credit score would not be impacted now appears to be false, as my score has been negatively affected by the low credit limit. The second supervisor showed no empathy for my situation, despite her words appearing apologetic, and indicated that the bank saw no fault on their end. She had no concern over my comment about changing banks if I was unhappy, showing a complete lack of care for my concerns. 

Adding to my frustration, Citizens Bank was recently fined {$9.00} XXXX for mismanaging fraud complaints, highlighting their ongoing issues with customer support and care. It is unfathomable that it is so easy to lower someone's credit limit, potentially hurting their credit score one way or another, but it takes everything to approve an increase in the credit limit or to show some care from their end. This experience has significantly eroded my trust in Citizens Bank and their commitment to their customers.

Company response to consumer: Closed with explanation