Consumer complaint received 2025-01-17 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: FL

Complaint narrative:
Hello : this is in reference to a dispute I filled with Citizens bank XXXX division for a purchase of services with XXXX XXXX XXXX  on XX/XX/XXXX for a cost of {$9700.00} dollars We tried to use their systems XXXX XXXX and found their services fell short of agreed savings quoted them I filled a dispute with Citizens on XX/XX/XXXX with the reason of not receiving service XXXX promised ref. claim XXXX an e-mail to Citizens disputes which included documents and emails or lack there of with XXXX XXXX I had not heard from citizens XXXX so we called and was told it was still at disputes, and I sent additional documentation to Citizens Dispute email requested a call from Disputes with the status, I never received a call back XX/XX/XXXX, XXXX and XXXX Called citizens CC for a resolution of the dispute since it has been going on so long. on all XXXX dates they submitted requests to Disputes to call or email me with the status I never heard from them XX/XX/XXXX I noted a credit to my cc account for the {$9700.00} When I called them they said it was a temporary cridit and that it was still in Dispute XX/XX/XXXX I received a letter dated XX/XX/XXXX stating that it is a temporary credit and that it could take another XXXX payment cycles which is what they told me when I originally filed the Dispute in XXXX. 
did not receive a call XX/XX/XXXX, I called and spoke to XXXX who told me the dispute would be resolved by XX/XX/XXXX I requested another status call from Disputes he said he would pass it on ( Note there is no phone number or email available to go directly to Disputes ) did not receive a call I received a call back from XXXX XXXX division who promised to request a call back to me from disputes on the status. did not receive a call XX/XX/XXXX called for a status spoke to XXXX and she promised to pass on my concerns to Dispute and to have them call me back did not receive a call XX/XX/XXXX I called Citizens XXXX for a status, I spoke to XXXX who stated the dispute was not filled when requested ( end of XXXX ) rather it had a XX/XX/XXXX date. She told me the resolution should happen by XXXX XX/XX/XXXX I requested a call from Disputes and she said she passed it on did not receive a call XX/XX/XXXX citizens XXXX XXXX sounded like XXXX stated that the credit from the XXXX charge of {$9700.00} is permanent. based on that information I later closed the credit card. please use this information to pull up the recording on that date from myself, to your agent as substantiation for my claim At that time the account had a ( XXXX ) balance. 

XX/XX/XXXX I noted a charge on the cc which surprised be because it was closed, I called Citizens XXXX and was told that Citizens had rebilled me, I immediately made a dispute against the charge and sent an email to Disputes listing justifications I was told that the Dispute had been generated XXXX, XXXX I received a text from collection agency stating I was late on the Citizens XXXX I thought this was a scammer or something XX/XX/XXXX called Citizens XXXX XXXX XXXX about the collection text they said the recharge was Dated XX/XX/XXXX the representative then transferred me to XXXX who did not see notes from the Department, I asked them to stop collections whil the dispute is ongoing, he said he did not have that authority and he transferred me to Fraud XXXX XXXX was the agent who answered stated that based on her notes that a second review of the claim was sent and she had no other information Claim XXXX I was then sent to collections and spoke to XXXX who XXXX that he could not see any issues and said the CC is XXXX. I was then transferred to XXXX said she could not see most of history on this dispute and stated it is in Disputes and stated that most of the information is in the back office which she does not have access to XX/XX/XXXX Sent email to citizens Dispute requesting a status in the mean time the collection agency is texting me Below you will see some of the supporting e-mails XXXX Hello, I found a note that on XX/XX/XXXX your agent sounded like XXXX stated that the credit from the XXXX charge of {$9700.00} is permanent. based on that information I later closed the credit card. please use this information to pull up the recording on that date from myself, to your agent as substantiation for my claim From : From : XXXX Sent : Thursday, XX/XX/XXXX XXXX XXXX  To : XXXX XXXX Subject : case # XXXX XXXX Please reply with an update From : XXXX Sent : Tuesday, XX/XX/XXXX XXXX XXXX  To : XXXX XXXX Cc : z Subject : Re : case # XXXX XXXX Original dispute XXXX I was told some time ago by your CC representative that this dispute was closed, and the credit was permanent, now I see it back on the books under dispute status I have provided considerable documentation on this matter and would like to see this dispute in my favor I used Citizens CC because it states that they would help support my position if products and services are not received. This is the case in this matter and I expect the support you presented in your documentation when I applied for the CC From : Sent : Sunday, XX/XX/XXXX XXXX XXXX  To : XXXX XXXX Cc : z Subject : XXXX : case # XXXX Please reply on the status of this issue. 

Thank you, Sent : Wednesday, XX/XX/XXXX XXXX XXXX  To : XXXX XXXX Cc : Subject : case # XXXX From : To : Citizens CC disputes Subject : Dispute XXXX ( XXXX XXXX Vacations ) Dear sir/madam I Received your disputes document dated XXXX XXXX explaining some of the rebuttals of my dispute by XXXX. 
1. Please note that the dispute was generated less than 30 days from the Credit card pending debt and I was told that the dispute would be resolved in less than 2 billing cycles, It has been over 5.

2. I communicated with Citizens XXXX division by phone and via emails on many occasions offering additional data and requesting feed-back of the status, I have received very few call backs and just XXXX letters, XXXX verifying that it is under dispute and this letter dated XX/XX/XXXX. 
XXXX. On all my communications I was told that the disputes department was waiting for a response from the ( XXXX ) XXXX. In XXXX I called again and was told that the temporary credit was a firm credit, I had the representative verify and repeat this and she assured me that it was a permanent credit. The conversation was on a recorded line so verification of that is within your means, please do. 
XXXX. With that said why am I receiving a letter out of nowhere stating that it has been re-billed XXXX. In review of the documentation given by XXXX I have this rebuttal a. It states we were given 3 days to cancel, in fact we were told outright that we will not have 3 days to cancel. 
b. They list a Viking cruise. I have proof that I booked the cruise months before meeting XXXX and that they convinced my wife to have an agents name put on the reservation. I later discovered this and asked them to remove themselves as my agent and they refused stating it was not their policy even though XXXX XXXX XXXX stated that all they had to do was ask to be removed. This restricts me from making any changes/control to the trip. We have planned and saved for 3 years to have this trip. 
c. It mentions a booking of a rental car, I did not rent a car through them or anyone for that period XXXX. At the sales meeting with them they promised to beat other rates excluding airlines. I tried them on an upcoming trip soon after and discovered that they could not beat the basic rates. 
XXXX. Customer service and timely replies is terrible as you must concede based on the months it took them to reply to your requests XXXX. I believe XXXX world vacations is scamming the older populations with promises of incredible savings but then giving them documentation promising XXXX with verbal statements like dont worry about that we have you covered, trust me XXXX. I used a Citizens XXXX for this purchase with the understanding that Citizens would help support my claim against unscrupulous and predatorial entities bent on exploiting senior citizens.

Company response to consumer: Closed with explanation