Citizens Financial Group, Inc. Consumer Loan Complaint

Citizens Financial Group, Inc. Consumer Loan department,

Installment loan Managing the loan or lease Wisconsin

I took out - separate loans through Citizens One Bank in -, - as part of - 's iPhone Upgrade Program. As part of the program I am required to submit banking or credit card information for automatic monthly withdrawals of the payments. I was incorrectly charged twice for my first scheduled monthly payment for - loans on -/-/-. I contacted Citizens One immediately to get this corrected and was promised a prompt refund but did not receive one until -/-/-. Once the refund was issued my account was immediately and incorrectly labeled as " Past Due ''. I again contacted Citizens One on -/-/- and was told that they were having issues with their computer system and my account was not, in fact, past due. I was then charged one payment for each loan on -/-/- and - additional loan payments for each loan on -/-/-. One of the three -/-/- payments for each loan was credited back to me on -/-/- which meant that I was still owed a refund on one payment for each of my - loans. I again contacted Citizens One to get this corrected and asked to speak to a supervisor. After close to


45 minutes while they attempted to figure out what happened. I was told that a case file was opened and an " - Loan Specialist '' named - ( extension - ) would be contacting me. Days passed with no contact so I called - and left a message. Once again, days passed with no returned call so I called and left another message with - but still could not receive a returned call. After another day or two I called back and finally was able to get - on the phone. We went over everything from day one again and he assured me that my refund would be issued promptly and this would be corrected moving forward. The refund I was owed was sent on -/-/-. However, as with the refund that was issued on -/-/-, - my loan accounts are now shown incorrectly as being " Past Due '' again. I also received emails on -/-/- saying that Citizens One tried unsuccessfully to process another payment for each of my - loans that day when they were not due until -/-/- - they were once again attempting to process additional multiple payments. I have again tried to contact - by leaving multiple voicemails and an email but have not heard back.