Consumer complaint received 2016-05-19 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Problems when you are unable to pay — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: IL

Complaint narrative:
I have been requesting help from my financial institution since XXXX XXXX when my fianc was laid off from his job. I was told that I would need to make 12 payments before my account would be considered for assistance. I continued to make my payments and even more than the amount being requested to try and bring my car loan up to date. After experiencing XXXX deaths in my family and my fiance still not finding work the payments I was being required to make are becoming harder and harder to make, I called in XXXX and XXXX XXXX to request assistance. I was told to make another payment of at least {$310.00}, then call back. The specialist also asked me how many payments I was looking to defer, I stated that XXXX would be sufficient and if that could be done I would be able to get back on track. The specialist in this call stated that should n't be a problem and to call after I made the payment to make the arrangements. Although I was speaking with the support department, making payments and requesting help ( which was declined time and time again ) I would still every day receive collection calls on my cell phone, which I do not believe I ever provided permission for this place to do. So, after making the requested payment, I called and requested that two payments be deferred and then I should be all caught up and be able to provide timely payments. The new specialist said that they could only defer one payment. I explained that was not explained to me previously and the two payments is what I requested and discussed previously. The specialist said that 's not their policy and said they could defer one payment. although I was very upset with being lied to and not given all the information in the previous call I continued because I need any help I can receive. This specialist then asked a series of questions which I answered fully, at the end of the call it was explained to me that I would need to pay the interest from the payment, which this was not explained during any of the previous conversations or even when the specialist was explaining the payment deferral assistance. I was very irate at not being provided with all information, but because they give you no other choice I continued. I then was told it would be sent to a supervisor to review and a letter would be sent to me, this specialist told me time and time again that she did not see any reason why my request would be declined. ( this was not true ). I continued to receive calls from them but no voicemails or additional information. So, I called to follow up and was told my request is being declined because my account is 27 days past due!!!! The account is past due because I need help and that is the point of me contacting them. This was not previously explained would be an issue. I was told well if you make another payment then we can help you, I do n't have the money and this is what I was told so many times before and obviously is their bait and switch to get customers to make payments even if it means not being able to pay for food for themselves and family. I am completely disgusted by the way I am treated when I call and the lie after lie I am given. I am trying to do my best and keep up with this loan, but they are not helping me at all! I feel they are have very shady business practices and are harassing.

Company response to consumer: Closed with explanation