Consumer complaint received 2023-08-18
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Reporting company used your report improperly

Complaint:
On XX/XX/2023, I had a tech from XXXX XXXX XXXX come to my home to provide regular maintenance on XXXX of my XXXX ACs. He said that because it was so old they could not properly service it and began trying to sell me a new unit. Its for an area of a XXXX level house under renovation, so we didnt need it, and as long as the unit still worked, we were fine and would just wait until we were ready for the renovations which would not occur for at least a year. He made the deal sound really good but because I know nothing about where it needed to be moved and electrical stuff, my husband came home from work, and XXXX then proceeded to sell us both on a unit, with these requirements specified by us : XXXX XXXX XXXX XXXX Larger capacity AC than what we had in order to provide for the future remodel, which is the entirety of our basement. The old XXXX was XXXX seer and is still sitting outside of our house. 
A permit had to be filed so I could use it on my taxes and the rebate of 30 %. 
I needed the XXXX future rework promise in writing. 
I wanted the plans for where the new unit would be moved as it was complicated and required extensive wiring and changed locations. I wanted upfront pricing of any extra costs associated to be specified before signing the final sales contract. 
I wanted the 10 % discount promised with the Maintenance Program I had signed up with XXXX XXXX, which is why they were at my home in the first place. 

The deal XXXX XXXX presented seemed great, we told him it was contingent on financing, because we didnt actually need a new AC yet, and were not going to pay out of pocket for XXXX a year early. He told us he would need to pull our credit for specifics. I asked what bank. He said XXXX. I laughed because I just got a card from them and told my husband to do the pre approval so I wouldnt get confused with XXXX cards in the same name. XXXX XXXX asked us questions and filled out the information on his XXXX with us both present. My husband signed once via e-sign from XXXX XXXX. XXXX XXXX then went to his car to talk to his manager about the deal and came back and told my husband that he was denied. I had walked upstairs at this point assuming no issues. My husband later called/texted me and said they denied him. He has amazing credit, so I noted that something was very wrong and offered to do the credit myself, while I tried to figure out why my husband with near perfect credit was denied. 

XXXX XXXX then went to his car and came back and said the social security number he entered was wrong. We were suddenly approved for everything. We told him it was no rush and asked that he have those details to us by the following week. 
XXXX XXXX is just an HVAC tech, so this was understandable it would take time to develop the plans required and that a salesman was still needed for the contract and notary as listed on the estimate I signed. We were told it was only a credit application and was needed to confirm rates and terms and before they could proceed with the plans. No loan agreement was ever signed. No sales contract was ever signed. 

We received a Notice of Adverse Action in the mail around XX/XX/2023, I immediately called the number on the form and was told that it was XXXX XXXX XXXX. They did not have any record of me or my husband. My husband received a call from someone later in the day and was told a loan had been made. We immediately denied this. No one has ever signed loan documents or agreed to even a sales contract and I have gotten nowhere with XXXX XXXX XXXX or this bank that has a fraudulent loan pending. No copies of the estimate or the pre-approval was ever provided to us. 

The estimate presented to me did not have the discount, nor details of the specific XXXX unit, nor the specifics of the move and wiring required, but included a price of {$12000.00} with a notary fee of {$50.00}. XXXX XXXX told me that he could not adjust it, but it would proper in the contract that we would sign at a later date when they made the plans. I e-signed on an XXXX presented by XXXX XXXX once. He told me he would have to get with his team because it was beyond his scope. He was just a XXXX XXXX called to our home for regular maintenance. 

After receiving the attached letter in the mail on or around XX/XX/2023, I called the number on the front of the form and was notified that a loan application had been made in my husbands name. I called XXXX XXXX and had my husband call the number again that night which was when we learned there was a pending loan application on file for {$14000.00}, nearly {$2000.00} more than agreed upon in the estimate I e-signed for on XX/XX/2023, with a bunch of incorrect information including income and mortgage payment, never completed or authorized by my husband, and using our house as collateral, dated XX/XX/2023. Our house is in a trust and I am part owner. I did not and do not authorize any transaction using it as collateral now or ever. The entire application was falsified and is listed as # XXXX with complaint # 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 non-monetary relief