Consumer complaint received 2022-11-09
Company: TRUIST FINANCIAL CORPORATION
State: AL
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Can't contact lender or servicer

Complaint:
I got married and my car was due for registration this past XXXX. I reside in Alabama and originally financed a car ( in XXXX of XXXX ) through SunTrust, now merged with Truist. 
I have had nothing but hour long holds that end up getting dropped, phone calls for the same issue that never got resolved or was told multiple things for before prior to this issue I am filing a complaint for now. 

I went to my local DMV after being advised by Truist that I had to bring my updated marriage license and drivers license ( for my name change ) to the DMV ( since I do not live by a local branch anymore due to me being in the military ) so that they could send that along with a title request to Truist. XX/XX/XXXX was the first request sent over to Truist. 

It has now been sent over a total of SIX times from then. In the state of Alabama, a temporary tag can only be issued a total of 3 times. 

My last temporary tag expired on XX/XX/XXXX. 

I can no longer LEGALLY drive a vehicle that I am paying for. 

I went in for my second temporary tag on XX/XX/XXXX after calling the DMV and was notified that they had never received anything from Truist. I figured that it would take time and that maybe another month this issue would be resolved. It was faxed to a XXXX number AND a XXXX number after confirming with Truist the " correct '' fax number which was the first one listed. I let another month go by believing that the issue would surely be resolved. It was not. 

I went in for my third temporary tag on XX/XX/XXXX and was advised to call Truist and that my DMV would try to contact them since we had still sent over a request and never received anything. I called that day and called a couple days after and was told that the department was " 12-15 '' business days behind and to just give it time. 

Every time I contact an employee, it is something different from each person. The very last Truist representative I spoke to on XXXX XXXX gave me a number to the title center that deals with faxes XXXX. This was the first time after THREE months that she had told me that they had still not received any requests sent over ( a total of 6 as of XXXX XXXX ) and that I would have to initiate a name change request through CORPORATE. Not only has my information been being sent somewhere where no one knows, but this process is going to take " days '' after it has already been months. Every representative has told me there is nothing immediate I can do and that I would have to wait two business days before a manager can reach out to me. I am in a situation that is completely out of my hands. I was told that there was " never any note '' left on my account and absolutely " no record '' of any information sent. 

I am now losing money because I can not go to work since I can not legally drive a vehicle that I PAY for. I am in the military, along with my husband and neither of us are being taken care of.

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