Consumer complaint received 2022-07-13
Company: TRUIST FINANCIAL CORPORATION
State: NC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with the interest rate

Complaint:
I obtained a car loan from Truist through the dealer. 
I successfully setup autopayment after a bit of trouble, but got confirmation. 
When the autodraft did not happen, I struggled to reach and inform Truist to fix it. 
I was sent to their collection department I repeatedly contacted them to help me Finally, a " Client Advocate '' representative reviewed my documentation and promised to help. 
XXXX weeks later, I have not heard anything from them and no corrections have been made. 
This is well beyond any service-level agreement for a well documented client impacting bank error Please help? 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Log of activity and communications -- -- -- -- -- XX/XX/XXXX Purchase car with Truist loan XX/XX/XXXX XXXX -- email from me to Dealer XXXX XXXX XXXX  : When will I ever hear from Truist? 
-- -- -- - XX/XX/XXXX XXXX - I setup Autodraft myself for {$590.00} to start XX/XX/XXXX. 
Confirmation number XXXX XX/XX/XXXX XXXX -- I received email confirmation of Autodraft setup ( attached ) XX/XX/XXXX XXXX -- I called to get help logging in. on hold for web support -- call dropped by them XX/XX/XXXX XXXX -- I called to get help logging in. on hold for web support -- call dropped by them XX/XX/XXXX XXXX -- I called to get help logging in. on hold for web support -- call dropped by them XX/XX/XXXX -- date first autodraft supposed to happen -- - XX/XX/XXXX -- payment reminder received XX/XX/XXXX XXXX -- I called to inform them of payment problem. on hold for support -- call dropped by them XX/XX/XXXX XXXX -- I called to inform them of payment problem. on hold for support -- call dropped by them XX/XX/XXXX XXXX -- I contacted Truist support via Chat to inform of autodraft failure XX/XX/XXXX XXXX -- online autodraft confirmation uploaded to chat XX/XX/XXXX dunning card mailer -- {$590.00} past due and {$15.00} XXXX XXXX. XXXX XX/XX/XXXX dunning Letter recd -- {$590.00} has not been received XX/XX/XXXX -- XXXX XXXX to @ TruistNews : Public Problem Statement -- no response XX/XX/XXXX XXXX -- XXXX PM to TruistNews : outline of problem, request help XX/XX/XXXX XXXX -- XXXX PM to TruistNews : Bumped due to no response XX/XX/XXXX XXXX -- XXXX to TruistNews : why are you blowing me off? 
XX/XX/XXXX XXXX -- XXXX from TruistNews : We realize we did not reach out to you.. But nothing?? 

XX/XX/XXXX XXXX -- email alert from Truist : my payment is late - " {$1100.00} due on XXXX for your Loan account ending in XXXX is now past due. '' XX/XX/XXXX XXXX -- call from Collections : informed of problem, on hold XXXX minutes then call dropped by them XX/XX/XXXX XXXX -- received all USPS mail being held while on vacation ( see above XX/XX/XXXX & XX/XX/XXXX ). I noticed they have charged Fees and Interest for their failure to take autodraft. This may be systemic mistreatment and Fee abuse of an elder. 

XX/XX/XXXX XXXX - XXXX XXXX to TruistNews : Sent this log, chat transcript and Autodraft Confirmation. 
XX/XX/XXXX XXXX - XXXX XXXX from TruistNews : " Thank you for providing your information and those further details, XXXX XXXX We will reach out as soon as possible to speak with you once your concerns have been reviewed in totality and we appreciate the opportunity to assist in this matter. XXXX '' XX/XX/XXXX XXXX call from Client Advocacy XXXX XXXX XXXX XXXX - XXXX - If I bring it back current, then she will remove fees and correct Interest charged - Paid XXXX for both payments XX/XX/XXXX, XXXX. Email from XXXX XXXX - " I was able to get your late fee reversed, I placed a request for correction and a explanation for the interest overcharge, Im still waiting on a response from our lending team on this. I will let you know as soon as this is done. I truly appreciate your patience with us. " XX/XX/XXXX. NOTHING - No communication from Truist - No reversal of Fees on statements - No reversal of incorrect Interest Charged - Writing to : Consumer Financial Protection Agency Director of Client Advocacy on XXXX XXXX XXXX, Client Advocate

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