Consumer complaint received 2026-05-04 00:00:00
Product: Student loan — Private student loan
Issue: Struggling to repay your loan — Can't get other flexible options for repaying your loan
Company: CITIZENS FINANCIAL GROUP, INC.
State: DE

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am submitting this complaint regarding my private student loan with Citizens Bank. I am seeking your assistance due to ongoing issues with their handling of my account, lack of meaningful resolution options, and conduct that I believe is unfair and not in good faith. I currently owe approximately {$55000.00} in private student loan debt to Citizens. This loan was used to attend XXXX XXXX, an institution that has since closed. At the time I was enrolled, the college continued to encourage students to remain enrolled despite known financial instability, which ultimately resulted in significant financial harm to me. While I understand this is a private loan, my concern is not only the balance itself but the way Citizens has handled my account and my attempts to resolve this situation. Key issues include : Refusal to Offer Reasonable Resolution Options I have made multiple attempts to work with Citizens to find a realistic path to resolve this debt. The only option consistently offered has been lower monthly payments, which does not address my financial hardship or provide any path toward resolving the loan. I have expressed a desire to pursue a settlement or alternative resolution, but this has been denied without meaningful consideration. Lack of Good Faith Communication My interactions with Citizens representatives have been consistently dismissive and, at times, disrespectful. I have not been provided with clear or consistent information regarding potential hardship options, settlement opportunities, or escalation pathways. Failure to Consider Material Circumstances Citizens has not taken into account the significant circumstances surrounding this loan, including : The closure of the school I attended Allegations of misleading practices by the institution My current financial hardship Despite these factors, I have been treated as though no flexibility or review is possible. Imminent Financial Harm I am currently 62 days delinquent and attempting to proactively resolve this matter before it escalates further. However, Citizens has not provided any viable resolution path, placing me at risk of default and further financial damage. Resolution Requested : I am respectfully requesting that Citizens : Conduct a good faith review of my account Provide realistic settlement options to resolve this debt Assign a knowledgeable representative or escalation team to my case Ensure all communications are professional, transparent, and solution-oriented I am not refusing to address this debt. I am actively seeking a fair and reasonable resolution that reflects my circumstances and the broader issues tied to this loan. I appreciate the CFPBs assistance in ensuring that lenders engage in fair and responsible practices. I am requesting your help in facilitating a resolution that Citizens has thus far been unwilling to provide.

Company response to consumer: Closed with explanation