Consumer complaint received 2026-04-27 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
This complaint concerns the funding and billing of a loan based on a disputed and materially inaccurate completion certification, where the underlying contracted work had not been completed at the time of execution. I am filing this complaint regarding Service Finance Company, LLCs handling of a financed home improvement contract and its reliance on a completion certification that was materially misrepresented at the time it was executed. The Certificate of Completion was signed while the XXXX XXXX was not operational and before the contracted scope of work had been completed. Technician documentation at the time confirmed the system could not be turned on and that a blower motor still needed to be ordered and installed. A subsequent third-party inspection confirmed that the contracted scope was not fulfilled, including missing required ductwork. Despite this, Service Finance relied on the contractors certification to proceed. I initiated a complaint with Service Finance in early XX/XX/XXXX and attempted to engage for approximately XXXX months through their assigned complaint channel. I did not receive meaningful responses from the assigned representative, and the provided contact method was ineffective. On XX/XX/XXXX, Service Finance responded by directing me back to the same assigned contact who had not responded to prior outreach, effectively returning the matter to an unresponsive channel rather than addressing the complaint and providing a functional channel to present evidence. On XX/XX/XXXX, Service Finance stated in writing that billing would not proceed if evidence was provided and that a Welcome Letter would be issued within 710 days. My complaint and supporting documentation had already been provided and was acknowledged on XX/XX/XXXX, confirming the dispute was active. Despite this, XXXX XXXX proceeded to fund the loan and activate billing within that same XXXX day window ( XX/XX/XXXX ), without resolving the dispute or meaningfully reviewing the evidence. I did not receive clear prior written documentation establishing account activation, billing terms, payment instructions, or where to make payments before collection activity began. I was later contacted regarding a past-due balance, including an automated collection call. At the time billing and collection activity began, the dispute remained unresolved and Service Finance had not substantively engaged with the evidence. Service Finance has since deferred the matter to the contractor. However, this complaint concerns the lenders independent reliance on a disputed and materially inaccurate completion certification to fund the loan and initiate billing. I request CFPB review of Service Finances handling of this matter, including : - reliance on a misrepresented, contractor-provided certification that was inconsistent with the actual condition of the system at the time of execution - funding the loan based on the contractors certification despite the contractors failure to fulfill the contracted scope of work - failure to meaningfully engage a pending dispute prior to funding - initiation of billing and collection activity without clear prior written account disclosure while the dispute remained unresolved Video documentation referenced in this complaint ( technician statements and system condition at time of certification ) is available here XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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