Consumer complaint received 2022-05-30
Company: TRUIST FINANCIAL CORPORATION
State: MN
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Loan payment wasn't credited to your account

Complaint:
Loan account number : XXXX On Thursday, XX/XX/XXXX. My daughter XXXX and I were in an accident that totaled her XXXX XXXX XXXX XXXX XXXX This accident was do to the other driver not stopping at a stop sign. 

XXXX ( our insurance company ) processed a check to Suntrust ( which was being bought out by Truist ) on XX/XX/XXXX or XX/XX/XXXX. Suntrust was in the middle of being bought out by Truist. 

I work in XXXX at a bank, so I am familiar with posting items on a timely basis. 

On XX/XX/XXXX we contacted XXXX XXXX and had them stop payment on the check sent on XX/XX/XXXX or XXXX and reissue a check to Truist due to looking online and not seeing our car paid off. This 2nd check was sent to this address that was given to XXXX over the phone by a Truist Representative : We had contacted truist on XX/XX/XXXX to see if they had received the check, and they had no information on it. 

Truist Bank XXXX XXXX XXXX XXXX XXXX, NC XXXX On XX/XX/XXXX, we noticed online that the car was paid off with the 1st check- Why did this transaction take so long to post? We incurred return item fees due to them taking so long to post this check. You can see the fees listed on the XXXX statement that is attached. The XXXX statement also shows that the payoff principal payment was made on XX/XX/XXXX. Why did it take Truist from XX/XX/XXXX to XX/XX/XXXX to post the first check sent to our loan? This timeline is unacceptable to me!! 

On XX/XX/XXXX, the 2nd check still had not processed through XXXX 's account. We had XXXX  send a third check CERTIFIED to : Truist Item Processing Center XXXX XXXX XXXX XXXX, NC XXXX This address is on the statements. Here is the tracking number : XXXX XXXX XXXX XXXX XXXX This tracking number states that this check was delivered and picked up XX/XX/XXXX at XXXXXXXX XXXX. 

Through all of this, we made XXXX and XXXX payments to them. 

Our car is still not paid off at this time, XX/XX/XXXX at XXXXXXXX XXXX XXXX stated that they had no account number to send, but they sent a paper remittance that has XXXX 's name and the VIN to the vehicle. XXXX is my daughter and she is the primary signer on the account and I am the co-signer on the loan. I do NOT WANT my XXXX credit score affected by this companies lack of posting items on a timely basis. 

XXXX and I have now received a late payment notice by email, and we both have received post cards stating our loan is past due. We both received the post card on XX/XX/XXXX. I contacted the phone number on the postcard the evening of the XXXX, and the representative that answered the phone call stated that she would have a manager contact me. It is now XX/XX/XXXX and I have NOT received a phone call from the manager yet. 

XXXX and I have contacted Truist many times regarding this issue. We even gave one of the representatives the tracking number of the last check sent. I have asked them to waive the fees they have charged us also. I had one rep tell us that they will contact us on a Friday and we did not receive a phone call back.

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