Consumer complaint received 2020-08-06 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Problem with customer service
Company: CITIZENS FINANCIAL GROUP, INC.
State: OH

Complaint narrative:
XXXX Called Customer service for Citizen Loan and spoke to XXXX . XXXX processed my information and indicated that I was approved for a 4 Year Parent Loan. He indicated that I would need to submit documents to finalize the loan. 

XXXX Email from Citizen 's Bank to provide documents for final approval. Included in the email were the following necessary documents : *spousal income *benefit letter for public assistance ( NA ) *other forms of income ( NA ) *most recent pay stub *XXXX XXXX income ( NA ) XXXX On Citizen 's site spousal income and personal income was uploaded and submitted as requested. 

XX/XX/XXXX - Action Needed email from Citizen 's Bank- Citizen 's bank refused to use my pay stub as verification. They indicated that I was a XXXX  and needed a Contract for the current school year. Also I was to provide a pay stub, and a W-2. 

XXXX I contacted Citizen 's bank to inform them that Contracts are not yet out and often are provided months after the start of school- given that I work for XXXX- a large urban district. I was told that it was necessary to provide a contract as the procedures have recently changed. I requested they look at my previous Parent Loan ( XX/XX/XXXX ) to prove that I do have necessary income to repay this loan and indicate that a contract was never before required. The customer service rep indicated that a W-2 may work, along with proof of employment. I informed her that I had 23 years proof of employment- but she said that she could not help me any other way- she could not speak to the underwriters. 

XXXX I contacted XXXX as he was the loan originator. He attempted to help me but his supervisor indicated I needed to provide a contract. He could not speak to the under writers. 

XXXX I uploaded the W-2 on the Citizen 's Bank portal for the underwriters. 

XX/XX/XXXX - I receive that W-2 's were not sufficient through email. 

XXXX I contact customer service and request a supervisor. XXXX the supervisor- indicates that I must provide a contract or a letter of employment. No other documentation is acceptable. I tried to explain my work history, the fact that contracts are not out, and the reluctance to contact my HR department for information they - the bank- clearly have, especially during this time when my district is trying to piece together services for 40,000 students. XXXX regretted that I I felt I could not contact my HR- but they needed the contract or the verification. I tried to explain my situation, and that I have proof of many years of loyalty to my bank, years of service to my XXXX XXXX She said my ratio of debt to income had changed which is why I required a contract. That is not at all fact. I do not know where she attained her information - but my debt has decreased. I informed her that I felt this was unjust treatment because of my employment and indeed she said if my husband were applying- he would not need a proof of contract. I I requested to speak to the underwriters and supervisors above her. She said she could not even talk to the underwriters but would have her supervisors call me in 3 days. 

XXXX I uploaded the Verification of Employment guidelines to the Citizen 's Bank site for them to follow my districts procedures to allow them to verify my employment. This is not a contract, and it is not a letter, but it is my district 's procedure. I am awaiting their response. 

I believe this is unfair treatment. I could not provide the documentation they were requesting. This was specific only to educators. Th request for a contract was not in the initial email request for documentation. Citizens 's Bank 's new procedure requires XXXX  to provide proof divergent from other careers. I have had this position for 23 years. I make an excellent salary. I am being denied because I could not access a contract that was not available and did not want to tax an already highly taxed HR system with a request for a contract during this Pandemic while schools were trying to open.

Company response to consumer: Closed with explanation