Consumer complaint received 2017-08-08 00:00:00
Product: Payday loan, title loan, or personal loan — Personal line of credit
Issue: Problem when making payments — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: OK

Complaint narrative:
This letter is a request to resolve the lending and servicing allegations as indicated below. Previously requested resolution in calls and correspondence to Citizens Bank and XXXX XXXX have been ignored. Issues remain uncorrected. A. XXXX XXXX have never missed a payment. B. They have never been late according to the loan terms. C. They have a no fee early, repayment clause, in the contract. Issue One : 1. According to the loan application and Truth in Lending documents the agreed rate is 13.38 % ( attached ) 2. Citizens or XXXX changed the rate to 13.39 % before repayment began. ( attached ) 3.  According to the loan amortization schedule and Truth in Lending documents the monthly payment was to be {$680.00} ( attached ) 4. Citizens and or XXXX changed the monthly payment to {$670.00} for the first two payments. ( attached ) 5. This resulted in a loan repayment shortfall ( call XXXX/XXXX/XXXX ) 6. In attempt to correct the shortfall XXXX and or XXXX attempted to bill {$690.00} ( attached ) 7. According to XXXX in a phone call in XXXX, Citizens and or XXXX re-amortized the loan. XXXX/XXXX/XXXX 8. XXXX XXXX sent a certified letter to correct this issue. Nothing changed. ( attached ) 9. Additionally XXXX and Citizens refused to respond to any correspondence for over 50 days. Issue Two : 1. Citizens and XXXX offer a 0.25 % rate reduction for auto debit. 2. For XXXX XXXX this would allow around {$5.00} a month extra principal to paid each month. 3. This would allow XXXX XXXX to pay off their loan faster. 4. However, Citizens and or XXXX reduced the payment this amount resulting in no savings and cancelling out the benefit of the interest reduction. ( as shown in attachments ) 5. By changing the amount due Citizens and or XXXX denied XXXXXXXX XXXX the opportunity to repay their loan faster. 6. They changed the amount due without a new loan contract or agreeing in writing with XXXX and XXXX XXXX. Issue Three : 1. XXXX XXXX have the right to pay off the loan in advance without penalty 2. According to XXXX paper bills, and CFPB guidelines, a letter with special loan servicing instructions may be sent and requested to be kept on file. 3. You may request extra payments be applied directly to principal rather than the next months payment. 4. Payments applied to the next months payments typically go directly to interest. 5. XXXX XXXX sent a letter to XXXX requesting any and all extra payments or additional payments beyond the amount due be applied directly to principal. 6. Directions were ignored. Issue Four : 1. Citizens and or XXXX applied extra principal payment towards the next month payment. XXXX, a higher up, lied to XXXX XXXX telling him the loan was applied to principal. This is not the case. 2. In previous calls incorrect loan product information was given out by employees. Issue Five : Citizens has been reporting this debt as an educational debt when in fact it is a personal loan. Citizens and or XXXX is charging XXXX XXXX a different interest rate than agreed to. Citizens and or XXXX changed the amount due resulting in a loan shortfall. Even though the customer did nothing wrong. 3 occurrences. Citizens and XXXX re-amortized the loan due to their own actions. Citizens and XXXX allocated the loan incorrectly. 1 occurrence. XXXX employee lied to XXXX XXXX. 1 occurrence. XXXX employees gave false or misrepresented details regarding a financial product. Citizens and XXXX rate reduction scheme hurts consumers and negates any benefit by lowering payments. Citizens knew the issue at hand but refused to correct it in a timely manner or any manner at all.

Company response to consumer: Closed with explanation