Credit reporting or other personal consumer reports -- Problem with a company's investigation into an existing problem -- Complaint #18125271
Complaint Overview
Complaint ID: 18125271
Company: Citizens Financial Group, INC.
Product: Credit reporting or other personal consumer reports
Sub-Product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-Issue: Difficulty submitting a dispute or getting information about a dispute over the phone
State: Connecticut
ZIP Code: 064XX
Date Received: 2025-12-03T12:00:00-05:00
Date Sent to Company: 2025-12-03T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
My mortgage loan with Citizens Bank XXXX Citizens Mortgage ) shows a delinquency for the XX/XX/year> payment cycle that is inaccurate and caused entirely by a bank processing error. I attempted to make my XXXX payment on XX/XX/year> through Citizens online payment system. The payment initially showed as successfully submitted. On XX/XX/year>, the payment was reversed because a stop payment was unknowingly placed on my checking account by my bank, which I was not informed was still in place- it was only for XX/XX/year>. This reversal was not due to insufficient funds, neglect, or intentional nonpayment. As soon as I became aware of the reversal, I immediately paid the amount due and brought the account fully current on XX/XX/year>, well before the servicer reported the XXXX cycle to the credit bureaus. My account currently shows Paid/Current in the Citizens system XXXX Despite this, Citizens representatives stated that they can not submit a suppression code and must follow internal requirements, even though the delinquency was caused by a financial institution error, which makes the information inaccurate under the Fair Credit Reporting Act ( FCRA ) if reported. I am requesting CFPB intervention because Citizens has refused to : Flag my account for reporting correction, Submit an AUD or suppression code to prevent inaccurate reporting, and Confirm that the late payment will NOT be reported to any bureau despite being asked multiple times. Given that the delinquency resulted from a banking system error, any reporting of a 30-day late is factually inaccurate and would cause substantial and immediate credit harm as I am in the middle of a pending loan closing. What I want Citizens to do : Prevent the inaccurate 30-day late from being reported to Experian, Equifax, and TransUnion. If it has already been transmitted, submit a suppression/AUD correction immediately to reverse it. Provide written confirmation that they have taken these steps.
Frequently Asked Questions
What is Complaint #18125271 about?
Complaint #18125271 was filed against Citizens Financial Group, INC. regarding Credit reporting or other personal consumer reports specifically about Problem with a company's investigation into an existing problem. It was received by the CFPB on 2025-12-03T12:00:00-05:00.
How did Citizens Financial Group, INC. respond to this complaint?
The company responded with: "Closed with monetary relief". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit reporting or other personal consumer reports) and describe your issue in detail.
Can I see other complaints against Citizens Financial Group, INC.?
Yes, visit the Citizens Financial Group, INC. company profile at readthecomplaint.com/company/citizens-financial-group-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.