Consumer complaint received 2023-10-05
Company: TRUIST FINANCIAL CORPORATION
State: MS
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
In XX/XX/XXXX, I received a notice in the mail dated XX/XX/XXXX that my Truist loan payment for the loan ending in XXXX was late. This loan was taken out in XX/XX/XXXX, and the payments had been autodrafted from our XXXX checking account every single month until they mysteriously stopped drafting in XX/XX/XXXX. 

I contacted Truist customer service the day I received the notice and spoke with a representative who told me his name was XXXX. I explained the situation to XXXX who told me that when I set up the automatic payments, I must have not set them up for the life of the loan and that I must have put an end date on the autopayment that did not match up to the maturity date of the loan. This is absurd and absolutely not true, and I feel that this has more to do with Truists acquisition of my car loan and inability to transfer systems and accounts. He then told me the only way to set up automatic payments is to fill out a paper form and mail it in to Truist. I explained that this was also ridiculous because the payments had been autodrafted for OVER TWO YEARS until Truist stopped processing them in XX/XX/XXXX. 

I made a payment over the phone with a transaction date of XX/XX/XXXX, and XXXX agreed to waive the late fee of {$12.00} for the late XXXX payment. I then went online to the Truist website and verified that the account was set up to autopay from my XXXX account. 

On XX/XX/XXXX, I received an email from XXXX XXXX XXXXXXXX with the form that XXXX said he would send me. This form had the requestors name as XXXX XXXX which is not the person I spoke to about generating the form. Even though I had verified the autodraft information online, out of an abundance of caution, I completed, signed, and mailed in the form. 

The XXXX loan payment was autodrafted from my account on XX/XX/XXXX and included the late fee from XXXX that was supposed to be waived. I WANT THIS AMOUNT CREDITED BACK TO MY ACCOUNT AS PROMISED. 

A week ago, I received another notice of a late payment due dated XX/XX/XXXX. I dont understand how it is possible that Truist can debit my account for 2 years, stop suddenly, resume for XXXX month, and stop again. I have verified with XXXX that every payment Truist has received since XX/XX/XXXX has been an ACH transaction initiated by Truist. Other than the one payment I made by phone on XX/XX/XXXX, I have never called to make a payment nor have I written a check and mailed it in for this loan. 

At this point, I am furious and strongly believe what Truist is doing is a violation of banking laws in an attempt to charge more interest and fees on my car loan. I am making formal complaints against Truist with the appropriate federal agencies. 

In the meantime, I want the XXXX late fee credited back to my account as well as any additional interest which has accrued on my loan as a result of the charge of two separate late fees. 

I am sending a letter again today with the information included above and enclosed another copy of the ACH form I SUBMITTED ALREADY as well as a printed monthly statement with the section completed for ACH payments. Also enclosed in this letter is a check in the amount of {$500.00} for the XXXX and XXXX payments due minus the late fee for XXXX.

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