Consumer complaint received 2019-01-18
Company: CITIZENS FINANCIAL GROUP, INC.
State: MI
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
I contacted Citizens One Bank at XXXX on XX/XX/2019, approximately XXXX est ; in regards to my auto loan, which is now XXXX years old, and is paid each and every month, in full as agreed upon in my loan. 

I have asked for a 1 month deferment, as my child is having an emergency, and I have to expend a large amount of money out of my home. When I initiated the call, I was asked by XXXX, the account manager, to verify full ssn, make and model, and my home address, which I confirmed all. She then started asking me if the vehicle was kept elsewhere, and was treating me like I was a REPO client, when I am not, nor ever been in jeopardy of such. 
She then asked me what my current phone number was, which I stated " The one you have on file. '' As it's not changed from when I opened my loan. She started to  be demanding, demeaning and rude, and advised that I am required to provide her the number, I advised her no, and that I didn't feel we had a great rapport. I asked to be transferred to someone else. After several minutes of being placed on a muted call, ( I was not on hold I am certain the XXXX had me on a mute, and was listening on the back line ) The manager XXXX came to the line. She badgered me about why I needed the hardship, and was very rude in tone, and volume. I advised her my son is having a personal issue, which is causing me a financial hardship, that I wish not to give the details to the bank, however I am his mother, and legally responsible for him. XXXX got very short in tone w/me and stated that I would have to pay the interest which equated to approximately {$190.00} and then the payment itself would extend to the end of the loan duration. XXXX then advised me that she would generate the paperwork, and gave me options to get it back to Citizens One : fax, mail, email. She informed me it could take about 2 weeks for a decision. We were wrapping up the call, when she started asking questions, such as " are you employed? '' I replied to her that I am not currently employed. She immediately got snappy and condescending, asking me who was paying my bills, and how I am paying my bills. I explained to her that my partner is currently helping me, and it was at that moment that she stated " since you have no job we will not approve this deferral. '' She continued to be combative, and I asked her, what is the point of a financial hardship, if they don't include personal issues or job loss as part of a hardship? '' She continued to be snarky and rude, and accusatory of me being inappropriate, which I was not. This is how I know she was on silent mute.. because I was having a side conversation that she overheard, and I did call the account manager a few names. How would the manager have heard this if I was on hold waiting? XXXX continued to overtalk me, and badger me about income. At that point, I advised the supervisor XXXX, to note my account that I will be 29 days late, since she is refusing to offer any assistance. This behavior is uncalled for, unjust, and inappropriate. Why would the bank not work with me, when I am CURRENT on my loan, and looking only for 1 month deferment?

Company response to consumer: Closed with explanation