Student loan -- Dealing with your lender or servicer -- Complaint #5746210
Complaint Overview
Complaint ID: 5746210
Company: Citizens Financial Group, INC.
Product: Student loan
Sub-Product: Private student loan
Issue: Dealing with your lender or servicer
Sub-Issue: Problem with customer service
State: Massachusetts
ZIP Code: 01201
Date Received: 2022-07-07T12:00:00-05:00
Date Sent to Company: 2022-07-07T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
During early 2020, we were attempting to refinance student loans with XXXX XXXX Citizens that were already in their possession to consolidate into a single payment that made sense for my fianc. During that time XXXX and Citizens got stuck in the process and stopped talking with one another. Without notifying us the accounts go into bad standing, even though Citizens employees told us payments were not required during the time we were refinancing which then kicked the debt to collections. For the last year and a half we have been trying to work with the Citizens XXXX department, making regular payments of {$250.00} a month, which was all we could afford, to keep the account in good standing. During that time, we were told different information from every employee. Some said we could pull it out of collections to refinance and treat it again like a normal student loan, some said that wasn't possible, some said that payments could be accepted at any point to just keep making payments to keep it in good standing, and then the last person we talked to stated that payments needed to be regularly made the same date every month else it would be sent to another collection agency. That was when this account is now being sent to two more collection agencies without any written notice that this was occurring, what the current balances were on the accounts, or any further documentation from the Citizens XXXX Department in the first place. At no point during this time were we ever given the same answer. Employees at the local branch said one thing, tellers on the phone for the recovery department said another, and no one stopped to actually try and assist, only stating that is was out of their control and there was nothing they could do.
Frequently Asked Questions
What is Complaint #5746210 about?
Complaint #5746210 was filed against Citizens Financial Group, INC. regarding Student loan specifically about Dealing with your lender or servicer. It was received by the CFPB on 2022-07-07T12:00:00-05:00.
How did Citizens Financial Group, INC. respond to this complaint?
The company responded with: "Closed with explanation". 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 (Student loan) 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.