Consumer complaint received 2023-07-20
Company: TRUIST FINANCIAL CORPORATION
State: NC
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem with the payoff process at the end of the loan

Complaint:
In XX/XX/2023, I took out a cash advance of {$750.00} from Truist Bank through the mobile app. I tried to pay off the loan and close my accounts on XX/XX/2023, resulting in Complaint # XXXX, where they refused to close my account. The reason the account wasn't closed was they were continuing to try to take a recurring payment for a credit card account that I had also closed the the same day. At the teller window, I told them about the line of credit and asked that it be paid off and closed at the same time. They did not have access to see the line of credit, and so when I stressed that I wanted to make sure it was paid off, they assured me all my debts were paid. 

Because the line of credit was not accessible to the teller, the line was not paid off, and the interest and fees continued to accrue. In addition, they tied the line of credit to my checking account and on XX/XX/2023, they reported both the line of credit and the checking account it was tied to as delinquent to the credit bureaus. I called the customer service lines and visited the branch and it wasn't until this week, XX/XX/XXXX, that the credit line debt was revealed. I am appalled that a bank could lend money and XXXX. ) Not allow someone to pay that money back at a bank location XXXX. ) Not keep a ledger or any records accessible on the app, by Customer Service, or by the branch employees, and XXXX. ) Not tell me about the debt until it was reported to the credit bureaus, and XXXX. ) Tie the debt to my checking account so that XXXX accounts were reported delinquent instead of just the line of credit. Moreover, I tried to close accounts, was denied the ability to close the accounts, reported the issue to this bureau and should have discovered then that there was an issue then, and not XXXX months later. 

I have since paid this off and I am now seeking to have this negative mark removed from my credit record. Having XXXX delinquent accounts has prevented me from getting a loan and has negatively affected my credit rating for XXXX months. Moreover, there was no transparency in this process and no one on the corporate side or the physical branch could or would help me until I planted myself in the branch office and refused to leave until they called corporate and figured out what the issue was. Even then, it took multiple visits to the branch and multiple phones from me and the banker to even figure out what the issue was. 

I am physically and mentally exhausted from this experience and appalled at the lack of transparency and complete lack of responsibility. I have been asked to provide cards and bank statements from accounts I thought I had closed, and repeated told to read my service agreements if I had an issue with my lack of responsibility in paying this. Banks should be required to keep records of their transactions and equip their employees to handled issues by providing access to their records.

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