Consumer complaint received 2026-01-20 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: NH

Complaint narrative:
In early XX/XX/year>, XXXX XXXX XXXX informed us that our online payments had not gone through. It was clear from our Citizens XXXX Bank banking statements that payments on XX/XX/XXXX, XX/XX/XXXX, and later the XX/XX/XXXX were made to TD Auto Finance from our account XXXX. Citizen 's Bank debited the account for each payment. XXXX XXXX XXXX has confirmed that they have not received the payments. A TD auto finance representative has been on the phone with Citizens Bank agents and me at least 3 times, trying to assist us in the resolution of the problem, and I believe they communicated with Citizens Bank via XXXX. 
After many calls with Citizens Bank to resolve the failure to locate the problems and failure to have the XXXX payments get to XXXX XXXX XXXX  I filed several disputes or complaints. ON XXXX, complaint dispute CASE # XXXX and dispute number XXXX. Citizens Bank failed previously to send proof of payment or locate the necessary information for XXXX XXXX XXXX to locate our XXXX payments. 
XXXX called Citizens Bank after XXXX and a half hours, there was no information on the claims, and they promised an investigation, except that Citizens sent the proof of payments to XXXX XXXX 
XXXX another call with Citizens Bank. Evidently, I was misinformed, and all Citizens is doing is sending proof of payment letters and not actually looking for our money. 
We have verified with Citizens Bank that all the information in the bill pay system was correct. XXXX I was given the option to file another claim # XXXX. 
XXXX another call and spoke to XXXX, a supervisor of Supervisors, who assured me he would initiate a process to locate the XXXX payments in question, and if not, then Citizens Bank would recall the XXXX payments, and in XXXX to 10 days the funds should be returned to our account. 
XXXX I waited 10 days for no results. A call to Citizens Bank. It seems that once again, Citizens Bank can not resolve the problem. I was told that I was again misinformed, and Citizens only sent proof of payment letters. There has actually been no investigation or process to locate or resolve the matter or the funds. I was transferred around to fraud unit to the claims unit. I spoke to XXXX, who stated she would submit the claim for a " second review. '' I was transferred to XXXX at " online banking '' or " bill pay '' after a brief conversation. I was transferred to XXXX as a supervisor at XXXX XXXX. I went over the whole problem again. She added more information to the claim review, and it's still not clear to me that Citizens Bank has the capacity to resolve the bank 's failure to get our XXXX payments to XXXX XXXX XXXX  or to return those payments to our accounts. 
It should be noted that TD Auto Finance has been clear that XXXX payments made via the Citizens Bank XXXX XXXX system from account XXXX were never received by XXXX XXXX XXXX  has searched for the payments, but Citizens XXXX Bank appears to have never contacted them or the BILL Pay Vendor to search for the funds or to retrieve the funds. Every call to Citizens, I have received misinformation and no results. 
In summary, Citizens Bank, through its Bill Pay System, failed to ensure that payments made on XX/XX/year>, for {$280.00} ; a payment made on XX/XX/year>, for {$280.00}, and a payment sent on XX/XX/year>, were received by XXXX XXXX XXXX 
After numerous calls and countless hours, and at least XXXX separate claims being filed, Citizens Bank has not done its due diligence to return the funds, to search and locate the payments or funds, and to resolve their failure to safeguard our funds. It has been a nightmare trying to get through the Citizens Bank system. The training of agents is clearly inadequate.

Company response to consumer: Closed with explanation