Consumer complaint received 2021-12-13
Company: TRUIST FINANCIAL CORPORATION
State: KY
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
I'm trying to sell my XXXX XXXX XXXX bought on XX/XX/XXXX at the XXXX XXXX XXXX to XXXX XXXX for which they offered me {$18000.00}. The amount owed on the car By Regional Acceptance Corp. {$20000.00}. With a Extended warranty and GAP cancellation refund of {$2900.00} which would be applied to the principle bringing my amount owed to around {$17000.00} allowing me to sell the car and have the title released. I had known about being unemployed ahead of time and was just trying to sell the car to get rid of my debt. I didn't want to be late on any payments and just wanted to pay my debt off the XXXX. 

Extended Warranty and GAP Coverage Refund check issued by THE XXXXXXXX XXXX  XXXX for {$2900.00} to Regional Acceptance Corp. There has been XXXX checks lost and XXXX check delivered via XXXX XXXX and signed for. Third check still can't be accounted for or applied to the account. 

Events ( dates are my best recollection and events are described to my best ability to remember ) XXXX XXXX, XXXX I canceled extended warranty and gap coverage at the XXXX XXXX in the amount of {$2900.00}. From my knowledge the check was sent to XXXX  around XXXX - XXXX to Regional Acceptance Corp. ATTN : Dealer Product Cancellations XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX XXXX XXXX XXXX, XXXX I contacted XXXX about the check and was told no check has been found and was instructed to have the check canceled and resent. Also was instructed to have a picture of the front and back of the check as to make it easier to locate. 

XXXX XXXX - XXXX, XXXX I contacted XXXX a multiple times via phone to inquire about the check again. I still received the same response after several calls, multiple hang ups by regional and automated messages. 

XXXX XXXX - XXXX, XXXX Reached the accounts manager at the dealership. She cancelled the first check and reissued a second for the same amount and sent VIA XXXX ( no tracking ) to Regional Acceptance Corp. ATTN : Dealer Product Cancellations XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX and was told give XXXX to 10 days for delivery. Also XXXX mailed me copies of the check with all account information. 

XX/XX/XXXX - XXXX, XXXX Waited 10 days or more and contacted regional several times, spoke with several represenitives via phone and email. The mail contact was XXXX and still has no results in the check and company was very lazy in contacting me back. Once contact via phone was established the employee suggested I send the check back a 3rd time via XXXX XXXX with signature required upon delivery and I agreed. 

XXXX XXXX - XXXX XXXX, XXXX Attempted to call various phone numbers of Regional Acceptance and spoke with around 5 different people about my situation and still no change. Regional Acceptance also assured me that the address of " Payment Processing ATTN : Dealer Product Cancelation - Regional Acceptance Corporation XXXX XXXX XXXX XXXX XXXX XXXX NC. XXXX " Was the proper address. 

XXXX XXXX. XXXX The account manage reissued the check for a XXXX time and had it sent via XXXX  XXXX with tracking number which was shipped on XXXX, XXXX to " Payment Processing ATTN : Dealer Product Cancelation - Regional Acceptance Corporation XXXX XXXX XXXX XXXX XXXX XXXX NC XXXX XXXX ". 

XXXX XXXX, XXXX XXXX XXXXXXXX 's website said package was delivered and check and was for by a XXXX XXXX. 

XXXX XXXX - XXXX, XXXX I allowed plenty of time for check to be processed and nothing reflected on my account yet so I called XXXX again at there NC XXXX. The employee on the phone was told about the situation and she took note of all my information on the check, I also sent them copies of the checks and other documentation. She then forwarded all info to her supervisor or a specific dept.to look into and have the check applied to my account. 

Between 4 and 7 days later I finally received a phone call notifying me that without a picture of the back of the check nothing can be done. 

XXXX XXXX - XXXX, XXXX I contacted them a second time that week and told another employee of my situation and this employee told me that check should have been sent to a completely different office in another state. I think she said XXXX NY but im not 100 % sure. By that time I was utterly furious they have no recollection and have lost a 3rd check. 

XXXX XXXX, XXXX. Called XXXX XXXX Central time. Contacted XXXX  again and spoke with a lady, she pulled up my account and forwarded me to another office or dept. where I was on hold again for over 10 minutes until we lost connection. 

Still nothing has been applied to my account. No one has called me back. 
all i wanted to do is sell my car. I feel like this is a tactic being used by XXXX to keep me in the contract of the loan as long as possible to as to make as much money from the interest on the loan or until the car can be repossessed. This has been nothing but a very stressful situation for me, effected my credit im sure and put me in a losing situation. I've been trying to make this right since XXXX XXXX, XXXX ... how hard is it to give people money??? 

Now my call has acquired more mileage and the sale value has dropped to the point where even if the {$2900.00} is applied I will still be upside down on the car and can't sell it to XXXX XXXXXXXX. Also I have been unemployed for the last couple months and just can not afford to pay for the car anymore which XXXX has been told this countless times since 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 explanation