Consumer complaint received 2020-06-08
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Confusing or misleading advertising or marketing

Complaint:
XX/XX/2020 I contacted Light Stream about applying for an auto loan. 
I submitted an online application that was completed with ease. 
XX/XX/2020 the application was submitted and I was contacted by the loan provider ( Light Stream ). 
I am an XXXX XXXX U.S. Military that is XXXX XXXX in XXXX. To complete business in America, I have to use my father 's phone number. He was contacted by a representative asking questions about my loan. He stated that I am in the military and stationed overseas ; his number is used to complete business when I can not be reached. I also give him permission to answer calls on my behalf. 
Still on XX/XX/2020 I was emailed by the representative stating I should call her for some questions. At this point, she already knew that I am not physically in the U.S. 
I called the number that was attached in my email and I explained to her that I am in the military, stationed in XXXX and I do not have a contact number in the United States. I gave her permission to contact my father and stated that he has the ability to answer questions on my behalf. As the conversation continued, I answered some questions about my application and was told I would receive a response within 24 hours. At this point the representative was told about my situation and me not being in the states physically. It was understood at this point that I was recommended by the dealership and was trying to purchase a car in the United States. 

XX/XX/2020 I received an email stating I was not approved for the loan. 
I called the company during their opening hours and spoke to a representative. It was then explained to me that Light Stream declined my loan because I am not physically in the USA. This completely went against everything I understood before. The representative I spoke to before the loan was declined clearly knew I was overseas and trying to purchase a car in the USA. At no point did she mention those guidelines or tell me my situation was against their policy. 
I continued to ask what my options were to get approved and I was constantly pushed to have a Co-signer or I would need to fly to the U.S. to make the purchase. 

If the policy would not allow me to be approved for the loan, then the representative should have mentioned that before asking me to confirm my application and processing the hard credit check. The representative in the beginning knew my situation as it was explained twice that my situation involves me being in XXXX and me purchasing a car while I am not physically in the USA. 

Additionally, nowhere on the application nor on the website does it state that the applicant must be in the U.S. If it does, it is not easily found. I attempted to email the company directly but none of the emails are reaching a representative. When I attempted to call the company, I was again pressured to find a co-sign for the loan. 

If the policy for this company demands the applicant be in the USA then the representative should not have continued with my application knowing my situation. Instead she did a hard check, declined my loan, and caused damage to my credit.

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 non-monetary relief