Citizens is very obstinate and has excessive fees

Fee�s Fees Fees and obstinatance

RBS/Citizens

A) This bank has been horrible since I started my car loan with them. First, they had no way for me to pay online. I wrote a letter to Lawrence Fish and stated that it was 2006 and I should be able to go online and pay any portion of my loan amount on their website versus paying a fee of 12.50 to pay via phone. I advised that as a customer, I get paid weekly so it would be convenient for me to be able to divide my payment into fourth�s and go to their site and pay a fourth each week. They sent a letter back stating �too bad so sad�. In this they included a form for automatic withdraw, and that after my letter stated that I don�t have funds to withdraw as this is why I am seeking to pay my payment on their site in fourths. I referenced that I can pay in the manner I was describing with my Cable Company and utility company.

B) In June of 2009, we crossed in the mail. There was a late fee of 2.50. I called on 061009 and spoke with John H as I was told was in record from John V in a later call. On the 061009 conversation, John H advised me that the fee would be waived but for some reason he could not do so �now� it had to go through process.

C) On 100409 I was hit head on. I called that night to inquire as to if I had gap insurance. I was told by the rep that she could not provide that information and advised me to call back after a certain time. I asked if she could just take my request and have someone call me back or email me the information. I was told NO.

On 100809 I was informed by the insurance company my car was totaled. They said that I need to get them a payoff on bank letterhead. I called and spoke with John V. He said that there was 25.00 fee to fax a payoff to the insurance company or me. THIS IS INSANE!! Per that conversation I requested a 10-day payoff and a 20-day payoff to be mailed to me, as there apparently to my understanding is no cost for this.

In addition on this call I asked about the 2.50 that was supposed to be waived per John H in June of this year. John V advised me that I had one late fee waived in the course of the loan and that is all they can to. I stated that it needed to be waived as John H advised me it would be. If I had a fee waived prior, then it is Citizen�s responsibility to check the records and advise of that to the customer. It appeared that John H did not check the records and said the fee was to be waived, so the mistake is on Citizens behalf, I expect them to waive it as I was told it would be. This concern and the 25.00 faxing fee was escalated to a supervisor named Steve King. This conversation took place from roughly 5.25 to 5.41 pm central time on 100809 with no cooperation.

On 101309 there was no payoff in my mailbox. I then called Citizens Financial Group

One Citizens Plaza Providence, Rhode Island 02903,1-401-456-7000 and got to a Melissa at 401-464-7865 and stated that I need this payoff as I was informed that it was to be mailed to me on 100809 and has not arrived. I was told that I ought not count holidays and weekends. I did say again that a 25.00 fee to fax to the insurance company is ridiculous. I asked that they just fax it without fee and was told NO. I said that I myself called First National Bank of Omaha and Bank of America and both advised me that they don�t have such a fee. I also stated that the insurance company, who took responsibility for the accident, felt that a fee of the sort was unusual. I stated my concern that I NEED the payoff, as I want this payed off in time to not incur late charges. In a condescending tone she was like, �can�t your insurance company take a verbal over the phone payoff amount? I said no. And in addition, they are not my insurance company; they are the insurance company of the person who hit me.

On Wednesday 101409 at 9.34am Central Time I got a voice mail from Melissa stating that my request was initiated on Thursday 100809. And that is should be in the mail as of Tuesday 101309.

On Thursday 101509 there was no payoff in my mailbox. I called Melissa and stated that this is holding me up regarding finalizing the settlement with the insurance company. I said A) Citizens can stop this nonsense now and fax it. To which was the reply it would cost 25.00. B) It has been a week now and she stated holiday etc. I stated this has gone on a week PERIOD. C) I asked to have a late fee waived if due to them not getting the payoff to me in a timely manner would cause the final payment to be late. She said �I will not discuss that� She said we can�t discuss something that hasn�t happened. I said �you mean you WONT discuss as all they have to do is say, �ok since we will not cooperate regarding getting you a payoff then we can cooperate regarding this matter� D) I asked to have emailed to me documentation that they will not discuss the late fee issue and summarize the conversation. She said we cannot send email and I said again �you mean you WONT send email.� I then asked to have it mailed to me and she again said NO. I asked to be escalated to higher up than her and she said NO.

Melissa also on that call said that another �team/or part of Citizens� was addressing the email I sent to them that came from something like with an email address with a variation of my last name and a number. I stated that is NOT an email address I have, and that all communication regarding this matter has been on the phone with them. So it looks like perhaps they have me mixed up with another customer (who I assume is not happy either).

What I need is A) the payoff amount. B) if I pay the note to keep current, if there is any interest in the benefit if Citizens as a result, I want that back with interest. Simply due to the fact that I requested a payoff 7 days ago and it is unacceptable that they cannot seem to provide one. C) Since on 061008 I was advised by Citizens Rep John that the 2.50 would be waived, I want those funds back with interest. D) I got the loan through the dealer. I have no terms and conditions from Citizens at all. In those terms does it state a 25.00 fax fee? If so they failed to get that to me, as I have nothing of the sort from Citizens.