Consumer complaint received 2021-11-15
Company: TRUIST FINANCIAL CORPORATION
State: VA
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:
On XXXX XX/XX/2021, we purchased a new Motorhome from XXXX XXXX in XXXX, OH. We were given a temporary Ohio plate valid through XXXX XX/XX/2021. We were told to expect title and registration documents in the mail within 45 days. I promptly scheduled a XXXX appointment for the first available, which was XXXX XXXX. I received the paperwork and called BB & T, our lienholder, to verify that I was all set to go to XXXX and title and register the vehicle in Virginia. I was told that yes, I was all set, and that I didnt need any additional paperwork. I proceeded to my appointment, and while at the XXXX I was told that I needed to have the original paperwork FedEx d to XXXX in XXXX, which I was given the address for on a XXXX letterhead, with the request to BB & T. I called BB & T back and was told that the person who told me I was all set to proceed to XXXX was incorrect, and that I would need to fax the paperwork from the XXXX to BB & T and they would process it within 6-8 weeks. I was also told that there was no phone number for the documents department available, not even to BB & T Representatives. I explained how that would be unacceptable, as I was already told I was all set, and yet I am now being told it will be 4-6 weeks. I was then told to go to a BB & T Branch to use their fax machine. I went to the BB & T in XXXX XXXX and we faxed the paperwork over. After numerous phone calls, the Branch Employee told me that I should be all set, and the XXXX should have the documents in 3 business days. I returned to the XXXX at my next scheduled appointment on XXXX XXXX where I was told that they did not have the paperwork needed, and that I needed to contact my lienholder ( BB & T ) and request that it be sent via FedEx to their XXXX location. I again called BB & T where I was told that they had received the request, and that they would check with the documents department. The representative that I spoke with contacted the documents department and was given the answer that it was received and would be sent to Virginia XXXX within 3 weeks of the initial request. The initial request being XXXX XXXX, I had an appointment for the XXXX rescheduled to XXXX XXXX, and I proceeded to my appointment. Once again, the XXXX told me that they did not have my documentation and to contact my lienholder ( BB & T ) and instruct them to XXXX the paperwork to the XXXX XXXX. I have rescheduled my appointment for XXXX XXXX at the XXXX. I contacted BB & T again and was told that the paperwork was sent to the XXXX Main Office for XXXX and it was sent XXXX XXXX, however, they did not have a tracking number, nor did they have confirmation that XXXX actually received it. When I asked why it was sent to XXXX and not to XXXX like they were told to do on the letter that BB & T requested, I was told that XXXX shares information and I should have been able to get it taken care of. I requested to speak to a Manager and was told that one would call me back. I received a call back and expressed my disappointment and lack of trust of BB & T and explained how I felt I was being lied to as I have been given the runaround on this so many times and each representative that I speak to gives me a different story, the manager said that nobody has lied to me, which I take as being accused of lying about being lied to. Nevertheless, the manager was calling the Virginia XXXX to see if they share information and have the title documents in the system for the XXXX XXXX to see, and also to see if she could find a fax number for the XXXX XXXX. I am beyond fed up and if I have a choice, I will never bank with BB & T, Truist, or SunTrust again. 
This has been a ridiculously painful experience out of something that should have been quite simple. Follow the instructions on the XXXX Letterhead requested by BB & T and XXXX the documents to the correct place. The lack of communication, information and the general confusion about this entire process on the part of BB & T is incredible. So far, I have driven back and forth to the XXXX 3 times, and have at least one more trip to make before this is resolved. It is 42 miles each way, for 84 miles round trip, 252 miles so far to get title and plates for my motorhome, 252 miles at the IRS deduction of {$0.00} per mile is {$140.00} that it has cost me to attempt to get this resolved, that is not including the time off of work, which is a minimum of 2 hours each appointment, the first one was close to 4 hours as I had to go to a branch in addition to the XXXX. I have never worked with a bank that has been this poor about customer service. I will keep everyone updated, but for now, steer clear of BB & T, Truist, and SunTrust, they dont seem to have a clue on how to take care of the customer, at least in my experience. 
On XX/XX/XXXX I received a call back informing me that after additional research it was NOT the documentation that was sent to the XXXX XXXX office, it was instead a note letting XXXX XXXX know that the title has not yet been received from Ohio, mind you, I was told that the vehicle had been titled in North Carolina, and that they had the documentation that they needed and now today, after talking to the manager, we find out that not only is the vehicle not titled in North Carolina like multiple customer service representatives have stated, they also do not have the title from Ohio yet so they decided to send Virginia XXXX a note to let them know that we dont have the information yet. 
Thursday XX/XX/XXXX, we received a letter in the mail demanding that we title the vehicle since the title has been in XXXX ( not XXXX as was stated in the instructions that BB & T had us send in from the XXXX ) since the XXXX of XXXX. Mind you, BB & T has been in regular contact with us and told us none of this. I called the number on the letter, for their documents department, remember I was told that they didnt have a phone number. I was connected to a contracted company ( no wonder they dont have a phone number ) who told me that the instructions they received from BB & T had nothing about the documents needing to be sent to XXXX XXXX She asked if I wanted the title recalled, I told her no, I would talk with BB & T the next day. The next day our XXXX XXXX called and got XXXX. XXXX told XXXX that I requested that the title be recalled, which I did not. XXXX was next to me, on speakerphone, the night before when I spoke to the documents department. XXXX proceeded to talk over XXXX every chance she got, told her that she was lying, told her that I had asked for the title to be recalled and thoroughly disrespected her through the entire call. XXXX was finally able request to speak to a manager, after being told that there wasnt one, and was told she would be given a call back. Hours later, I answered the phone when XXXX XXXX called. I explained the situation, explained how poorly we have been treated, and how disgusted I am with this bank. He assured me that I would have the title in hand early this week and in time for my XXXX appointment tomorrow. On Friday the XXXX of XXXX we received two voicemails from XXXX XXXX. One had a message to call him back, and then I guess he forgot to hang up the phone as we can hear him in the background arguing with someone about what to leave on our voicemail message The next call ( 8 minutes later ) had a tracking number ( which shows the package was delivered.to XXXX.. in XX/XX/2021 ) and told me to call the XXXX and provide them with my drivers license number as well as my DOB and my current address. I called numerous times on Monday but was unable to get in touch with XXXX XXXX. Finally, I get in touch with him this morning. He tells me that the XXXX needs me to call them and provide this information before they will send the title to me. I asked for a phone number, he didnt have one, he then looked up and saw that the XXXX is closed today as it is election day. He placed me on hold, came back, asked for my Drivers License information and my DOB, and then told me he would call me back in an hour with a status update. Just got off the phone with my status update. I was told that the documents department has sent that information to the XXXX ( Closed today ) and that they are going to check in the morning to see if the XXXX will accept it from them or if it has to be from me. If they accept it, he tells me that XXXX will receive the package and deliver it to the XXXX XXXX by XXXX tomorrow. After he told me that the title was being delivered to me at my house. When I asked which one, he told me it was coming to me. I asked by 3 tomorrow? He said he hoped so. So, it looks like I get to go on another wasted trip to the XXXX tomorrow ( XXXX XXXX ) to reschedule my appointment, but hopefully I will have a tracking number that is real and not one they just found. 
Since the XXXX of XXXX, I have left several messages for XXXX XXXX to call me back due to the fact that I have still not received the title to the vehicle that we purchased on the XXXX of XXXX. I am not sure what to do now, I am thoroughly frustrated and disheartened with this bank and this experience. Hoping for any assistance that your office may be able to provide.

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