Consumer complaint received 2016-06-16
Company: CITIZENS FINANCIAL GROUP, INC.
State: ME
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Taking out the loan or lease

Complaint:
To : Citizens Bank XXXX Rhode Island ; XXXX XXXX I am filing a grievous with Citizens bank as follows : I am writing in to report everything that has transpired due to the incompetence of Citizens bank XXXX Rhode Island. 
On XXXX XXXX when I went online to register my vehicle, I but was unable to do so. I than called the registration bureau and they advised me that my registration was under suspension, due to the title never being received for the new lien holder XXXX. I was completely unaware of it being suspended. I called XXXX and they informed me that Citizens never sent the title to them and had in turn lost my title. This is over a year ago that I had refinanced my vehicle XX/XX/XXXX this should have been taking care of long before now. 
I called Citizens to find out why they never sent it and was informed by them after getting the run around and having to request to speak with a manager numerous times that they had mailed it, but to the incorrect address, therefore resulting in it becoming lost. I have been going back and forth with Citizens to have them send a release of lien to XXXX. My credit union did receive the Release of Lien last Friday, XXXX XXXX, however, was not signed leaving it Null and Void. XXXX called Citizens stating they received the release of lean in unsigned and was informed by Citizens it would be resent that day as a rush, which should have been received no later than Tuesday or Wednesday from what Citizens stated. 
Citizens could n't just XXXX it instead sent it through regular XXXX Mail. It was never received in so again, I called Citizens back to find out where it was. They stated it was never mailed that XXXX XXXX wanted the title, which is incorrect. XXXX XXXX was aware they had lost the title and specifically requested the release of lien in which Citizens had sent, however, not signed! Citizens informed me it would be sent out again and XXXX XXXX and should receive it by XXXX XXXX. I just received a call from XXXX that they will not get it until Friday XXXX XXXX. This should have been received months XX/XX/XXXX. This has completely disrupted my entire life, it has disrupted my employment having to alter my work schedule which they were not happy about just so I could get ride. 
I had plans XXXX weekend with my girls and had to cancel them due to the incompetence of Citizens bank. I had to reschedule a doctor 's appointments, and depend on everyone to help in even getting to the grocery store or anywhere I needed to go. I had plans once again to go camping this weekend and again I had to cancel it due to not knowing whether it would actually come this time. 
Having your vehicle is your independence and because the incompetent behaviors of Citizens bank they have literally upset my entire being. I am extremely upset ( distraught ) there is absolutely no need of Citizens getting away with playing with their customers lives like this, it is extremely unprofessional as a Financial Institution. From the first time of myself or XXXX calling this should have been expedited, however, was not. This all would of not transpired had RBS got the address correct when mailing the title XX/XX/XXXX therefore places them responsible for my loss. 
" No amount of money will get that back for the loss my family has had throughout this nightmare. '' ** I have a Statement from XXXX that I can send Via : email with more details of what transpired. 
Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation