Consumer complaint received 2021-02-25
Company: TRUIST FINANCIAL CORPORATION
State: VA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Changes in terms mid-deal or after closing

Complaint:
On XX/XX/XXXX I purchased a used XXXX XXXXXXXX XXXX from XXXX XXXX of XXXX XXXX. During the financing stage, I was approved for the Loan and further persuaded and pressured into purchasing product add ons i.e. XXXX ( {$770.00} ) and a winter accessory kit ( {$1600.00} ) by the finance manager XXXX XXXX. Once Mr. XXXX informed me of my monthly payment with the add ons, I respectfully declined. Mr. XXXX left his office and came back with the sales representative XXXX. XXXX then further attempted to pressure me into keeping the packages. Once that tactic did not work and I declined for the fourth time ; XXXX XXXX, the financing officer told me that the bank had approved my loan with the add ons and that they could NOT be taken off less being denied for the Loan. 

Reluctantly, I moved forward with the purchase and was told that due to scheduling conflicts with myself and the dealership, my sales person XXXX would contact me on Tuesday to have the winter accessory kit installed on my vehicle.The day of purchase was Sunday. 

By Wednesday of the week no one made attempts to contact me. By this time I had other issues arise on the vehicle. I attempted to contact my sales person via phone and text. XXXX responded and said " I'm busy dealing with a difficult customer I will contact you later ''. 

He never returned my call. On Thursday, the next day I went to the dealership and was greeted by another sales person who attempted to help me because XXXX was off. 
The sales person placed 4 large boxes into my vehicle and told me they were parts and Supplies to the winter kit and that XXXX would contact me the next day to set up the time for installations. 

During the interim of two weeks post sale I was in contact with XXXX XXXX and explained that my issues at the time of purchase were not remedied. XXXX XXXX informed me that I needed to send more pay check stubs. At the time of purchase I emailed all financial documents asked and or required of me. Mr. XXXX stated the stubs weren't clear in format and that I needed to resend. The email was sent and Mr. XXXX stated he would be sure to have someone follow up with me regarding the issues with the vehicle at time of purchase. 

30 days post sale, I have called the dealership more than 10 times and XXXX refuses to speak to me. The boxes are all still in my floor board. By their own contract it states the dealership must deliver in its totality all promised repairs or installations. 

31 days post sale. I was contacted Yesterday from the finance manager XXXX XXXX stating he had " good news '' the finance company wants to re work my deal and wants to lower my payment by {$14.00}. He wants to send me a new contract. 

This morning I contacted the finance company and was informed that they did not finance my loan, further declined my loan and sent it back to the dealership. 
I believe I have been defrauded, encountered gross misrepresentation on behalf of the dealership and further encountered a breech of contracts. 

Additionally, XXXX XXXX on behalf of XXXX, apparently ran my name after I left the dealership which reduced my score further by nearly 50 points and at this juncture it would be extremely difficult to secure another loan. 

All the facts stated herein is the basis for my complaint.

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