Liz sent a message to Saun Bruce W Van – Chief Executive Officer, Citizens Bank RBS Citizens – Email Address that said:
I would like to express my frustration with your representatives. We have been trying to secure a Letter of Guarantee for our customers total loss vehicle since Oct 7th. The amount is minimal, a pay-off of 1,513.11. After numerous calls and conversations with various reps, some of whom are extremely rude, we were just told today that our request was denied because our request was not sent on our letterhead. It appears we gave them all of the required information but not on our letterhead. I wonder why they didn't tell us of this requirement from the beginning that would have avoided this delay. We will send another request on our letterhead today and wait yet another week to receive the letter of guarantee. Our mutual customer is not happy as well. I am reaching out to you because when I asked to talk with a manager to resolve our issue, she was not very friendly and did not try to resolve it at a. Thank you for your time.
