Consumer complaint received 2024-01-10
Company: TRUIST FINANCIAL CORPORATION
State: MD
Product: Payday loan, title loan, personal loan, or advance loan
Sub-product: Installment loan
Issue: Charged fees or interest you didn't expect

Complaint:
I applied for a loan for my roof replacement prior to agreeing to proceed with XXXX XXXX XXXX for the work ( confirmed work contingent upon accepted financing ). We discussed the project costs, terms rates and installment payment amounts ( which was already more expensive than it should have been, particularly since I paid XXXX XXXXXXXX out of pocket separately from the loan ). We reviewed and completed the paperwork, I made the initial deposit that day, and we scheduled the work to commence the following week. The work began as planned. Then during the installation, they hit a small snag and werent able to do one part that was quoted. The project manager was vague about the change, and said they would credit the balance since it wasnt completed. They forgot to do a part of the roof replacement ( side over entrance off driveway ), so they started demo late, to be completed the next day. Then they said I had to pay for an extra board due to rotting wood, but rather than charge me they would just take it from the refund they owed and it would be a net XXXX change. They did not give me any paperwork to match this change. It seemed like everything was resolved and the work was completed. They did have me sign ( on an XXXX ) that the work was completed & slight change in work ; balance was the same. I requested copies of the paperwork for my records, which were to be emailed, but I didnt receive them. I also requested confirmation of actual costs of materials and labor provided to verify the actual items ( particularly due to this change order ) which was never received. I was told the finance company would send my bill after the work was completed. I waited a few weeks and no bill arrived. Then I finally got my first bill the week first payment was due ( a couple days ) but it was all wrong. The account showed the rate 2 % and higher monthly payment, which I had not only never seen but absolutely would never have accepted or gone through with the work. I called the company to have this fixed quickly so I could make the correct payment on time. After a disconnected call and speaking with 2 different reps was only able to submit a complaint. They told me it would get fixed and hopefully before the 15 day threshold so not to worry about account standing- they also admitted that it could have been denied and subsequently put through a different rate or the vendor could have processed without customers knowledge - both of these options are illegal and would void any contract and would invalidate the loan due to fraud. I called to check later in the week and the complaint was still in process, I sent an follow up email too. Then I got a message that they closed my complaint. I didnt get any new paperwork and the account wasnt updated online either. I told the company I could not make payments on a loan that was not correct, this is not my loan is not accepted and needed to be corrected before any payments could commence. I called back and also emailed to reopen the complaint, but got no response and to date the account is still not fixed. Also during this time I reached back out to the project manager ( XXXX ) to get copies of the change order and completion report since I still hadnt received them and needed for my records. He sent screenshots via email. These were only XXXX XXXX XXXX ( change order and completion survey ), they did not have any rate or loan information on them and nothing to do with the financing, but at least I had copies now. I still never received a copy of the material costs and labor breakdown. I didnt apply for, or accept, any other loan or repayment terms or process any paperwork directly with the finance company, so there is no way this account is valid. One of the reps at XXXX XXXX said they might have actually denied my initial application and changed it after my initial application- but if that was the case I would have received a counter offer and been given the option to accept or decline and be able to do so BEFORE the work started, and during the rescission period to allow me an opportunity to decide, and I wasnt notified of any changes to proposed loan. I had no direct contact with the finance company other than receiving that first bill. I have sent several complaints via online web form, email and calls and they still have not fixed this. To switch the account or any terms without the borrower consent, or even knowledge, is not only wrong ; it is criminal.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation