Consumer complaint received 2016-06-01
Company: CITIZENS FINANCIAL GROUP, INC.
State: WI
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
Initially when this loan started with RBS Citizens, I had contacted them to change my payment date as it was always on the XXXX of the month. I kept getting told this was n't possible until I had my loan for a year from the XXXX branch. In talking to someone from the XXXX branch, I would get told get your account caught up and we will take care of it. This has gone on for several months and I still do not have a payment date change however this is not the worst of my issues. Approximately 2 weeks ago, I received a phone call from a gentleman, stating he was at my home to repossess my truck. I told him that I had not been taken to court nor received notice of right to cure default/repossession. He stated that he would not be repossessing the truck if he did n't have a letter on file. I tried contacting RBS Citizens that evening and was told if I paid the past due then they would release my truck. I would have to use a debit card. I told them I had a debit card however my bank had a limit and what were my options. My only other option was to contact the Repossession Department the next day. In speaking with them, I was informed I would have to come up with almost {$2300.00} to get my truck back. I would need to wire it, or have it sent by XXXX or XXXX XXXX. Unfortunately, we do n't have those around my community so I would n't be able to do it right away. It should be noted that my truck was repossessed that evening however I only know it was taken to XXXX XXXX. I did not receive a receipt for the truck at all. Last week, I received XXXX letters, XXXX stating the past due balance of {$1900.00} dated XXXX/XXXX/2016 was due. The second letter dated XXXX/XXXX/2016 stated that I needed to pay the entire amount of the loan due in order to retrieve my truck and I only had 21 days to pay for it otherwise the truck would be auctioned off. XXXX these letters were received on the same day. I did try to express to RBS Citizens that I wanted this to go to court in order to try to stop the repossession. At no time have I received any contracts or documents from RBS Citizens stating my right to cure default or anything else regarding my contract. Initially, I did receive XXXX letter from them stating how much my loan is, the payments. I used to receive XXXX statements at a time with regard to my loan being past due ( within the grace period ) however never received a single letter stating my right to cure default. In talking with the individual on the phone, he stated that my loan had been late 4 times. I did have XXXX time in XXXX, which I caught up and then the last 2 months. They did call me continuously to talk about the loan being late. I informed them that I had n't been paid by my insurance companies and was behind. I asked for a deferment and was told I needed to get the loan caught up in order to get it deferred. As I explained to RBS Citizens, if I could afford to get it caught up, I would n't need a deferment. As it stands, I have no vehicle, am threatened with it being sold and have no idea where it is only that it has been repossessed. I have XXXX letters stating past due and pay it all. It is all very frustrating and confusing as well as no one seems to be able to get their stories straight at RBS Citizens.

Company response to consumer: Closed with explanation