Consumer complaint received 2022-10-28
Company: TRUIST FINANCIAL CORPORATION
State: AL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
I owned a XXXX XXXX XXXX that was originally loaned through SunTrust. It became a Truist loan when Truist bought out SunTrust. The car was totaled in late XX/XX/XXXX. The car had a XXXX policy and a XXXX mile service policy. We are owed a refund on both of these policies. XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX, FL ( aka XXXX ) has sent the refunds to Truist Regional Acceptance Services ( XXXX XXXX XXXX XXXX XXXX XXXX NC ). The refunds are currently at this location. There is a GAP refund and XXXX mile service policy refund ( I have details about these checks but will not post publicly ). 

I have been trying to resolve this since late XXXX. I had to report Truist to the XXXX in XXXX because no one had returned any of my calls. I contacted Truist again on XX/XX/XXXX to follow up since I last reached out in XXXX. I spoke with local Truist and Customer service. I was not able to obtain any answers. I had an email for a Truist employee with Total Loss. I emailed him and he submitted a request with the XXXX XXXX Department. Neither he or I heard anything back so I called Truist again on XX/XX/XXXX. I spoke with the XXXX representatives on the customer service line and was forwarded to dealer services ( XXXX, XXXX ) .The first number does not recognize the account number, the second number is invalid. My local Truist branch ( XXXX, AL ) is unable to help. I spoke with the manager on XX/XX/XXXX. I called her again on XX/XX/XXXX and did not receive a return call. Neither the Truist banking app or website will allow me to login ( most likely because the account is paid in full ). I enter my information and it automatically logs me out on both platforms. 

I spoke to XXXX XXXX XXXX on XX/XX/XXXX ( XXXX ) who could not locate the account and suggested I call the Truist dealer product cancellation department. She said Truist is the owner of this agency and that our account must be held in a different department that she could not access. I called XXXX and there was no answer. The number went to Truist general customer service who could not help. I attempted to call again and was given the option for an address book. I chose the option for an operator but one was not available. I then got the cancellations email address. I have sent emails to the Dealer Product Cancellation department and XXXX email address with no response on XX/XX/XXXX. 

The amount of these checks total over {$2000.00}. The XXXX check was mailed on XX/XX/XXXX by XXXX XXXX XXXX The XXXX XXXX check was mailed on XX/XX/XXXX by XXXX XXXX  XXXX. Truist has not contacted me about either of these reimbursements despite multiple attempts by me to reach them. 

Truist is causing financial hardship and is using unfair and abusive practices. Additionally, the only reason I knew about these refunds was because XXXX XXXX XXXX reached out to me. Truist never contacted me. This is outside the realm of reasonableness. Truist policy is quick to report any customer for late payments, however they refuse to provide owed payments to customers in a timely manner.

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