Consumer complaint received 2024-02-21 00:00:00
Product: Student loan — Private student loan
Issue: Struggling to repay your loan — Bankruptcy
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA

Complaint narrative:
I'd contacted XXXX XXXX on XX/XX/XXXX to check on my account ( XXXX ) as I'd noticed some issues. It looked as though my account had become default, but I was almost certain that they couldn't have gone through with that fully, considering I hadn't yet exceeded 30 days past my 90 day mark ( 120 is default ), which would have been my last payment. 

You can clearly see in images I provided that this date was XX/XX/XXXX ( filename : " last transaction ... '' ). 

Upon speaking with XXXX on XX/XX/XXXX and then Citizen 's Bank Asset Recovery Department ( XX/XX/XXXX ), I'd learned that my Loan account was actually placed into default on XX/XX/XXXX. 5 days prior to what would have truly been 120 days past due. My bank statement illustrates how funds weren't even removed from my account until 3 days after XX/XX/XXXX ( filename : " statement screenshot ... '' ). 

I'd actually chosen XX/XX/XXXX at the suggestion of a Citizens Bank Collection employee prior to ensure it was postmarked BEFORE I'd hit 120 days past due. And I'd called XXXX the following day, XXXX the XXXX, because funds had not been removed from my checking account as requested on the XXXX. I wasn't aware XXXX XXXX 's XXXX was a banking holiday at the time. 

Furthermore, I wasn't alerted to imminent default or that my account had become default after the fact. Allegedly, according to the rep I'd spoken with from Citizen 's Bank Asset Recovery Department, this was because my account had somehow been listed for a cease and desist without my approval. The last time I'd spoken with anyone from either XXXX or Citizens, as denoted BY XXXX was shortly after my XX/XX/XXXX payment and I did not request a cease-and-desist at that time. I may have even requested someone contact me to ensure that funds were received. With such inconsistencies, it wouldn't be in my best interest to LIMIT communication. 

This is the body of a multimedia email I sent the day of my discovery to Citizen 's Recovery Department. After which I supplied further images in HTML format to help ensure no tampering was made to images. I have received NO response. I was told this was the best course of action by an the employee I spoke to on XX/XX/XXXX from Citizen 's Recovery Department. 

XXXX Loan Accounts : XXXX - {$16000.00} This one charged off on the XXXX according to citizen 's bank asset recovery department XXXX- {$20000.00} *I 'd also included information about a second loan, refinanced at the same time as the one I have issue with now. Although, I'd been making payments, allegedly they weren't being dispersed properly to the extent shown above. 
At my monthly min rate of about XXXX per account, this differential suggests that I, for some reason, would have skipped nearly 7 months of payments on one account ( difference of ~ {$4000.00} / $ XXXX monthly payment = ~ XXXX. I believe the other account went default in XXXX. XX/XX/XXXX to XX/XX/XXXX is ~5 months ). 
Our online payment interface and statements thru my servicer, XXXX, would not inform me of this, even if it was the case. And, no service worker did so until my account had gone into default. In fact, I was told confidently several times by employees on overdue balance calls that " ANY '' payments towards my balance would be helpful. I proceeded as advised and it led to my 1st account being default. Conveniently, I hadn't thought to record those calls, and XXXX refuses to investigate further. Although, XXXX does record calls for quality assurance & training purposes, as most call centers do in modern day.

Company response to consumer: Closed with explanation