CFPB Complaint


Consumer Complaint Submission

Date Received: 2018-11-13

Product: Private student loan

Issue: Struggling to repay your loan

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: On XX/XX/18 I contacted XXXX XXXX , XXXX, the company that handles payments and loan servicing, for Citizens One student loans. I expressed to them that I could no longer afford their payment and need to talk about options on how to do so. I informed them that we had recently completed a bankruptcy and would not qualify to refinance. XXXX expressed that there were no options available for me get payment relief and that they were following lender guidelines. I requested to talk to a manager and received the same information. This time she told me my only option was to go back to school atleast half time and that my loan payments would be deferred. At what point does it make sense to defer payments, accrue daily interest, and increase my payments when the loan goes back into repayment. I can’t afford the payment as is. The best XXXX could do was file a complaint with Citizens One. So I called citizens one. I spoke with a woman and then a manager. The manager was willing to conference in XXXX and discuss options with me. This was nice. However, it ended in the same result. Nothing could be done. I am a willing consumer wanting to pay my loan, but can’t afford the payment. Neither company wants to help. They both kept saying I wish there was something I could do.


State/Zip: WI

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3072865

The above data is from the Consumer Financial Protection Bureau. Keep in mind that every company will get a complaint from time-to-time, even the great ones. But there are a few key data points that will give you an idea about how well the company values their customers and handles consumer issues.


Look at the item Company Response to Complaint: and Did Consumer Dispute Company Response: to get a better idea of how this was resolved. And the field Consumer Complaint: can give you some context of the issue.

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