Consumer complaint received 2022-05-24
Company: TRUIST FINANCIAL CORPORATION
State: KY
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
Initially had the loan with BB & T know Truist. 

I went into the bank ( Truist in XXXX, KY ) on XX/XX/XXXX to request a 10 day pay off. Was told I could not get this information until 48 hours. 3 days later, the representative never called me back so I returned to the bank and spoke with XXXX XXXX, XXXX XXXX. Received my pay off and wrote a check to pay off loan on XX/XX/XXXX. I was told it would take about 7-10 days for check to clear and close out my account. On XX/XX/XXXX, I called Truist to make sure that my last XXXX automatic payments ( established through a Truist rep in XXXX when I made a payment, instructed could set up 2 month auto deduction for XXXX and XXXX ) would not be taken out since loan was paid off. Told by representative that my check had cleared at midnight, my account was at {$0.00} so no payment would be taken. On XX/XX/XXXX, a payment of XXXX was withdrawn from my bank account to pay Truist for the closed loan. I had to called and go into the bank numerous times to speak to XXXX XXXX. I was told that they were going to return the money back into my account in a few days. After waiting over a week and not getting the money returned, I called and spoke to XXXX XXXX again. I was then told they were sending me a check. Initially, they said it was a problem with a " bill pay '' I had set up at my bank and i informed them that i have never set up a bill pay through my bank. It was created through their bank. I asked if we were going to have this problem in XXXX. Was told " no '' ... that there was a lag between the time I paid off my account and automatic withdrawn occurred but assured we would not have this problem again. On XX/XX/XXXX, I received notification from my bank that another {$520.00} was withdrawn to pay Truist. On XXXX, I called and left a message for XXXX XXXX and this situation. I then went into the bank and spoke with XXXX XXXX. She told me that she would be my point of contact regarding this matter since it is difficult to get a hold of XXXX XXXX. She called Truist andtold me that the wait time would be long so she would call me back regarding this issue plus I never received my title. She called back and told me that they did not see where money was withdrawn from my account and that they sent a lease of XXXX to NC state. She told me she would look into this further and call me back the next day. On XX/XX/XXXX, I called XXXX and explained she never called me back plus told her I got a letter from Truist that the money was taken from my account. After hanging up n I emailed her the letter immediately she then requested I send her proof from my bank that the money was taken which I did. I emailed her on XX/XX/XXXX requesting an update without response. I called and left a message and emailed XXXX on XX/XX/XXXX where I received a message that she could not get answers and she was sending it back to XXXX XXXX. I called and left a message with XXXX XXXX on XX/XX/XXXX. I received a call back telling me to follow up tomorrow which I did and had to leave another message.

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