Consumer complaint received 2024-12-19 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY

Complaint narrative:
To Whom it May Concern : On or about XX/XX/XXXX of XXXX, I received an email communication from XXXX XXXX ( XXXX  ) indicating potential remedies for borrowers of Citizens Bank ( Citizens ) that may be experiencing financial difficulties or may be XXXX XXXX XXXX XXXXXXXX. XXXX is the payment processor for Citizens based in XXXX, RI. 

Within 24-48 hours, I contacted the number provided in the email to discuss my potential eligibility for a XXXX XXXX XXXX ( XXXX ). In that initial discussion, the representative indicated that I needed to provide a letter from Social Security Administration ( SSA ) indicating that my case could go through a XXXX XXXX XXXX ( XXXX ) in 5 to 7 years. 

My interpretation of the representatives instructions was a look back from the onset of my XXXX ( XX/XX/XXXX as decided by the Court ) to present day XXXX in which I have had two XXXX ( XXXX and XXXX ) thus far and potentially more pending. In that discussion, I indicated that 1 ) I did not receive a 5 to 7 year letter from SSA at the time my case was adjudicated and 2 ) I am not sure such a letter is produced by SSA. However, I submitted my XXXX application shortly thereafter. 

On XX/XX/XXXX of XXXX, I received a denial letter for my XXXX request indicating that I did not furnish XXXX benefits in my initial application. I immediately called XXXX for clarity on the denial by Citizens as my full SSDI benefits were part of the initial application. The representative said I needed to submit a statement from SSA indicating I will go through a XXXX every 5 to 7 years. In this discussion, I once again reiterated that such a letter may not have been generated at the time of my decision and that SSA may not furnish such a document. The purpose of reiterating this nuance was to understand if this may be new requirement. Moreover, my case had been reviewed every 3 years as stated in the initial SSDI letter provided to Citizens. The representative responded that the SSA letter request is how they ( Citizens ) trip-up would be XXXX applicants XXXX 

On XX/XX/XXXX, I went to the SSA office in XXXX XXXX. The representative indicated that SSA did not provide such a letter to me and does not furnish such a specific letter in general - alluding that XXXX  are done on a case by case basis. The SSA office provided me with the original SSDI benefits as indicated in the denial letter that I presented to them ( the one furnished in the initial application ). As a courtesy, the representative also provided a letter ( stamped XXXX ) that indicated I could receive a XXXX every 5 years. The representative also asked if there was a number to call XXXX or Citizens directly so she could understand their XXXX  of 5 to 7 years request and explain SSA policies and procedures accordingly. I declined at that time to see the outcome of providing this updated letter from SSA. 

Upon returning home, I resubmitted that paperwork online to XXXX. I called XXXX again to let them know about the updated information. XXXX once again indicated I needed to furnish a letter stating SSA XXXX in 5 to 7 years. I immediately returned to SSA and spoke with a new representative and the previous representative who once again indicated they can not furnish such a letter. I understood because of the many ramifications of producing such a letter. They provided me with a list of attorneys to contact. 

I called XXXX again and requested XXXX provide a letter from Citizens that indicated the basis for the denial of my XXXX application was that I did not furnish a document from SSA indicating I will be under a XXXX review every 5-7 years rather than the XXXX benefits as noted on the paper I received. The XXXX representative indicated the request was sent to her supervisor which it could be either accepted or rejected by the supervisor. 

I subsequently called XXXX to see if I can get a copy of the notes in my file and the recorded conversations - unfortunately, I did not think in real time to request both items at the same time. The representatives each time indicated I needed to provide Legal Notice to receive that information. 

On XX/XX/XXXX of XXXX, I received an email from XXXX indicating a new message has arrived. The message was a letter that indicated my second application was denied because in fact my XXXX could now take place within 5 to 7 years. 

Upon receiving the next denial letter, I opened a CFPB complaint XXXX. On XX/XX/XXXX, I received XXXX calls from Citizens that I answered, but on both occasions a recording was on the line and a person did not respond. Both calls lasted mere seconds. 

On XX/XX/XXXX, I received notification from CFPB that Citizens had responded to my complaint. I went to my CFPB page and found a letter from Citizens and contact information for a person named XXXX. I left a message at the number to be called back. 

Today, XX/XX/XXXX, I went to XXXX in XXXX XXXX to inquire about obtaining the documentation in the letter provided by Citizens. XXXX provided me with a XXXX  letter as stated in my CFPB file. I called the number for XXXX as indicated in the letter and a XXXX notification answers and indicates XXXX can not be completed as dialed. Check the number. 

My interpretation of my experience with XXXX and Citizens is a lack of transparency regarding the XXXX review process and deceptive in their XXXX decision making process. Consequently, I am concerned that their collective business practices may be fraudulent. Attached is the application materials provided to XXXXCitizens and a copy of both of their denial letters. I would greatly appreciate any guidance on how to proceed with yet another appeal prior to considering any legal action.

Company response to consumer: Closed with explanation