Consumer complaint received 2025-06-16 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA

Complaint narrative:
Overdraft line of credit ( ODLOC ) tied to checking account at Citizens Bank began getting hit with dormant account fees in late XXXX after it should have been closed along with the checking account in mid XXXX. It was assumed that the XXXX was closed during this process as I had transferred all of my money out of Citizens and into XXXX  XXXX XXXX. I also called Citizens and notified them to close my account ( didn't have time to go to the branch ). In XX/XX/XXXX I was notified by postal mail that the ODLOC is in default and would be sent to collections if not taken care of - so I again called Citizens. Multiple representatives between XXXX and XXXX of XXXX informed me that they did not see an open ODLOC and that everything was closed and to not worry about it ( this was XXXX phone calls with different people ). 

XX/XX/XXXX - credit reports drop XXXX points as Citizens reports XXXX overdue and missed payments sent to collections. I filed disputes through XXXX XXXX and XXXX  in XXXX. XXXX  and Equifax restored credit after about 30 days with perfect payment history and closure of ODLOC status. TransUnion only updated closure status, not payment history. Called TransUnion to verify why they did not do the same as the other bureaus, only to be informed that the Citizens letter did not mention payment history changes. 

XX/XX/XXXX - credit drops another XXXX points as XXXX  and XXXX  update payment history to multiple past-due months. I called Citizens on XX/XX/XXXX and continuously asked to be escalated to a Credit Dispute XXXX. The eventual supervisor, XXXX, explained to me the fair lending practices to the best of his ability and why Citizens reported the account as delinquent for multiple months stemming back to XXXX ( mostly in XXXX ). While his explanation explained how XXXX reports the statuses, it did not rectify the issue at hand - which is that I never used the ODLOC and it should have been closed in early XXXX when I transferred my money out of Citizens and informed them of account closure. 

Since the account " closure '' I have contacted Citizens upwards of XXXX plus times. On multiple occasions, the reps told me to " not worry about it '' and that the " status is closed and we don't see an open ODLOC. '' Well, according to XXXX, not even the checking account is closed as of today, so every single rep at Citizens I spoke with has been lying to me about the account status. The hits to my credit have been causing unnecessary financial and emotional harm as I try to buy my first house with my new spouse. I am also a financial professional and such dings to my credit can negatively impact my career. At this time, the only person who has given me accurate information is XXXX the supervisor. Unfortunately, he raised multiple other concerns that will now require me to seek legal counsel and file suit against Citizens Bank for financial and emotional harm, as well as mishandling of financial accounts according to various regulations such as fair lending.

Company response to consumer: Closed with explanation