Consumer complaint received 2022-02-20
Company: CITIZENS FINANCIAL GROUP, INC.
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
That the complainant took a loan from the citizen bank for purchasing the car XXXX XXXX XXXX, ( XXXX XXXX ) in XX/XX/XXXX amount round 19000.00 $ as living in XXXX XXXX NewYork zip code XXXX, .The complainant as were working in XXXX XXXX XXXX XX/XX/XXXX had been paying the installment on autopay to the said Bank .So due to Covid-19, in XX/XX/XXXX the complainant were constrained to left the job.As earlier to this like in XXXX, the complainant came to know by media and others people about the relaxation of loans installment by the government but even though the complainant had been given the installment monthly on time up to like XXXX or XXXX XXXX even having there was no job .so its correct i remained failed to pay the installments for like 2 or three months and complainant was very comfortable that if i had not money the bank will not disturb the complainant because the Government has relaxed about all these, meanwhile the complainant due to having no money left the rented home and moved to relative home in XXXX room .It will not be out of place to mention that the complainant was not seeking any single penny support from the government and were living with nurturing minor son.

that the complainant one day of XXXX XXXX became wonder struck as i came to know there is no car outside my living place/home.The complainant having little bit doubt on the said bank, only just for appeasement of mind called the bank customer care and they informed me about that the car has been picked and is in possession of the bank due to unpaid the installments .on asking what about repossession i were informed XXXX like installments and with other dues total XXXX $ having threatened with that otherwise after 15 days car will be put in auction.i took a loan from someone else i paid the huge amount and succeeded to took back the car with lot of rounds of the offices with my relatives when no body was reddy to come out side by thousands deaths in XXXX due to inhuman conduct of the bank .Since then, finally, in XXXX up till today complainant paying all installment on time .In XXXX, when the complainant came out side to do the job and started to take the apartment, none was ready to give the apartment on rent due to the lower of the credit score .As complainant check the credit score companies the informed due to the citizen bank your credit score has went down .because they have put your account under charged and that is still under charged .i called the citizen bank about why they have put my name under charged even i have paid all installments with all expenditures which u put on me for picking/grabbing up the car and since then i am paying all installments timely, so i requested to wipe of the name of the complainant from charged because my credit score went down .They flatly refused to do that, and responded it will be done only after paying all installments. 
on this i asked him to let me know the total remaining principal amount i am ready to pay.the complainant was constrained to do that because no body was ready to give the single bed apartment on rent to live .On this request the bank responded they can not do .If complainant want to clear it, the complainant have to pay full installments. that on this happening the complainant tried her best to reach to the high ups of the bank but could not .That there was no any mailing /physical address of the bank head office on any web site. only mentioned-XXXX XXXXcomplainant is unable to find out the address of the head office from the website even doing with very hectic strives, all the things are available but no physical /mailing address available on the web site .After hard tries i could find out the emails of the head office on their autobiography, and the complainant sent the emails regarding my issue but unfortunately none and nothing yet .Only customer service is available and they are not ready to do any thing, they are just with one answer that have to pay all installments if in want to wipe out my name from the charged .i requested to send my all account statement but the concerned not ready to do that .even there is no option to agitate grievience before any higher authority in the banks hierarchy. complainant very much punished after not giving the three installment in Covid-19 calamity .Its too much with me .Please forgive to me. complainant beg pardon from these all institutions. and i also neet to put the meditation of the authority concerned that the government ordered that if someone could not pay any loaning amount in the Covid-19 calamity, it will not effect the credit score .Is anyone can resolve this issue and ask the quest to the credit score Bureau . Can the bank be asked to mention the mailing addresses of the head offices on their websites clearly.? can the bank be asked to use on the rampant dictatorial authorities so ruthlessly .Can lender be allowed to dragged the hapless and destitute public by so misdemeanor in calamities where Government is announcing lot of relief packages. 
prayer its humbly prayed, the name of the complainant be wiped out from the charged put on by the citizen bank and the drastic action be taken against the concerned citizen bank.

it is further prayed the credit score operator agency may kindly be ordered, having review the case in the eyes of covid calamity, the credit score be restored on the level before the covid 19.

Company response to consumer: Closed with explanation