Consumer complaint received 2019-02-18
Product: Payday loan, title loan, or personal loan — Installment loan
Issue: Problem when making payments — 
Company: CITIZENS FINANCIAL GROUP, INC. (NH)

I have an unsecured consolidation loan w/ Citizens bank that was opened in the last 2 years for $ XXXX w/ $ XXXXpayment w/ my wife as a cosigner. This loan was initially and has always been serviced by XXXX XXXX. It was setup w/ a direct debit ( ACH ) from my savings account and for the first year or so was paid as agreed. In XX/XX/XXXX I sold a truck which had a $ XXXXpayment and in XX/XX/XXXX my wifes car w/ a $ XXXX/payment will be paid off. During XXXX we had some insufficient funds transactions that resulted in ACH missed payments. The relationship between Citizens and XXXX was always confused. There were times when I would return a call from Citizens & or XXXX to make a payment after a missed ACH and they would tell me the loan was current. On Thursday XX/XX/XXXX I called Citizens Bank/XXXX & spk w/ XXXX XXXX to make a payment and start the process of getting caught up. She advised me the account had charged off and I need to contact XXXX XXXX XXXX. I advised I was not comfortable dealing w/ a third-party debt collector and wish to pay Citizens bank directly she couldnt accept my payment. She stated the loan was charge off on XX/XX/XXXX by Citizens and that was early because the loan had not yet reach 120 days past due, and she suggested that we bring on XXXX. I agreed and she joined XXXX/XXXX ph # XXXX, who said the charge off was authorized by Citizens bank on XX/XX/XXXX and XXXX officially sent to XXXX XXXX XXXX on XX/XX/XXXX and that I needed to speak w/ them. I again expressed that I wasnt comfortable dealing w/ a third-party collection agency, but still XXXX couldnt help me. She did say another collections department at Citizens may be of assistance at XXXX. I then asked to speak w/ a manager at Citizens bank and XXXX brought on Manager XXXX , but he refused my payment, I asked for his supervisor and was told that person couldnt come to the phone, but they could have them call me w/ in 72 hours. I have received no return call as of XX/XX/XXXX. To all three individuals I expressed all of the above of about freeing up cash flow and I was prepared to bring this loan current in short order and honor the term of the original loan and that my loan be reinstated as only 7 days had passed since the charge, again XXXX refused my payment and told me I had to deal w/ XXXX XXXX XXXX ph # XXXX and that Citizens nor XXXX could assist me further. I then called XXXX XXXX XXXX, and the representative stated I needed to settle the $ XXXX balance w/ them and suggested that I settle for an immediate {$12000.00} payment. I advised I couldnt pay that and wouldnt be doing so soon, the representative chuckled and said well that might be your opinion. I advised I wanted to deal directly w/ Citizens bank and the representative hung up on me. I called Back Citizens directly/XXXX spk w/ various managers advising I was not comfortable dealing w/ their 3rd party debt collector/suto law office and explained the immediate demand and the hang up. Citizen refused to help me and told me I need to deal w/ XXXX . I am ready to make payments to them immediately and bring my account current quickly ( I have advised them of this ). On Monday XX/XX/XXXX I called back Citizen bank again requesting to speak w/ a manager. I inquired about the 72-hour manager call back and they couldnt speak to that return call. I asked again for consideration on accepting my payments, but they again refused. I then requested a pay history since loan inception. They advised I needed to contact XXXX for the pay history online. I made the request with XXXX & have not received it. I am requesting Citizens bank reinstate my loan and I will catch up on pass due payments in the next 45days and ensure all future payments are made on time. I think Citizens being a very large institution can work w/ me here, especially since when I was advised of the action the XXXXhird party had only been engaged in the prior seven days and that over the course of the loan there were times I could have made payments after a missed ACH but was told by either Citizens or XXXX that I was not overdue and didnt need to make a payment. I have made this request but Citizens bank in refusing to help me,