Consumer complaint received 2021-05-12
Company: TRUIST FINANCIAL CORPORATION
State: PA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
On XX/XX/XXXX I wanted to payoff my auto loan. I attempted to payoff thru online banking but that amount exceeded to XXXX limit. So I called the XXXX # listed online and spoke to XXXX a rep who processed XXXX dollar amount and that was {$1000.00} who told me to do {$1000.00} online and said they would push me thru to a supervisor. Who wound do a {$20000.00} payment. That rep was not a supervisor and processed a {$5000.00} and told me to process {$5000.00}. She checked to see if a supervisor was available to process the rest and there was not one. I got 4 confirmation numbers and was ready to pay the remainder later. XX/XX/XXXX prior to XXXX am I checked my bank account. The {$1000.00} confirmation number was changed to {$20000.00} pending, a {$1000.00} pending and 2 {$5000.00} pending. I called BBT after much confusion they came on and told me they turned the {$1000.00} into {$20000.00} processed 1 {$5000.00} and rejected the 2 online that I was instructed to submit online. Now my bank account was over drawn. XX/XX/XXXX after calls and no resolution I called again as the {$20000.00} and both {$5000.00} had hard posted to me account over drawing it. The {$1000.00} that the rejected didnt hard post. Hard posted was {$30000.00} and I was told it would be {$25000.00}. I told BBT that I needed the {$5000.00} that they stated was rejected back immediately and was advised to dispute the transaction it they would not write me a check and they didnt so I started the dispute process. I went to my bank and processed the dispute. Went to BBT to demand a paper check and they wouldnt help. By Friday XX/XX/XXXX the BBT branch confirmed that they would call me the following week with the XXXX check. I told them I had disputed it at my institution and if they sent me the {$5000.00} prior to Wednesday I would withdraw the dispute reducing banking fees associated due to their mistake. The check never came in. I have not withdrawn the dispute. My bank issued a temporary credit. 

Then XX/XX/XXXX BBT sent me a horrifically offensive email blaming all on the consumer. ME the person who followed their instruction and paid off my loan which I was never delinquent. The email Telld me a XXXX and XXXX check was mailed XX/XX/XXXX that I am to cash them and cancel my dispute and wanted to know why I was disputing the other overpayment that they owe me. I owed just {>= $1,000,000} and {$30000.00} ended up hard posting. I disputed XXXX not the other because I couldnt dispute a partial amount on the XXXX XXXX charge. Now they wont cut a check for the XXXX - XXXX = {$2200.00} because they state I am disputing that. What the heck XXXX processed the rejected didnt hard post. I should be getting a XXXX check. XXXX processed and hard posted and disputed they need to handle as a dispute. Im not cashing those checks equaling {$6000.00}. 
{$5000.00} hard posted and XXXX hard posted. They owe me {$2200.00} and refuse to cut a check that I was supposed to get end of this week My word all the incompetent reps on the phone had to to was call me back that night and state what they did. Or admitted they didnt know what they were doing or couldnt help and instruct me to follow up next day by visiting the local branch. They should not have processed my money. And yet BBTis still being dishonest and withholding finances my finances.

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