Consumer complaint received 2025-11-18 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:
On XX/XX/XXXX I entered into a 12-month interest-free Home Improvement Retail Installment Contract with Service Finance Company , LLC ( XXXX ), a subsidiary of XXXX, who agreed to acquire a retail installment contract I entered into with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ) on XX/XX/XXXX to replace windows and doors with hurricane window and doors. XXXX was not to acquire the retail installment contract and initiate billing on my account until XXXX  fulfilled its contract obligations, which it has not ( a copy of both contracts is available upon request ). On the first day of construction ( XX/XX/XXXX ) XXXX  attempted to get me to sign a document titled Consumer Certificate of Completion certifying that 100 % of the work has been completed to my complete satisfaction. I refused to sign the document because the work had only just begun. To date, the work is still not completed due to incorrect materials, improper installation ( installation that is not in accordance with manufacturers specifications ), and installation left unfinished. On or about XX/XX/XXXX, I received a call from XXXX asking if the project was completed to my satisfaction ( someone at XXXX  called and told them it was ), to which I advised not only was it not completed to my satisfaction, but it simply was not completed. On XX/XX/XXXX I received two emails from XXXX stating XXXX  advised them the work on the project was complete, and asking that I contact them to confirm the project has been completed to your satisfaction. I called XXXX and advised them the work was not only not completed, but some work was done improperly ( not to code, not to manufacturers specifications ). They said they would follow up with me in approximately one month. On XX/XX/XXXX I spoke with XXXX where I was again asked if the project has been completed to my satisfaction, to which I gave the same answer as previously. XXXX told me they received a Certificate of Completion ( COC ) from XXXX, to which I told them I have not executed a COC and asked if they would send me a copy of what they received, to which they agreed and sent the copy to me. The COC received by XXXX was signed by a representative of XXXX  stating, The undersigned, on behalf of the above referenced Dealer ( i.e. XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ), hereby certifies that 100 % of the work indicated on the Dealer 's Work Order for the home improvement project financed by the above referenced loan, including installation of the merchandise supplied to the Borrower by the Dealer in compliance with the Dealers Work Order, has been completed to the complete satisfaction of the Borrower. This was a blatant lie and I advised XXXX of such, and requested they not release the funding until I personally have executed a XXXX, to which they said they would honor said request. XXXX then asked if I would like to file a complaint against XXXX, to which I said I would. On XX/XX/XXXX I received an email from XXXX notifying me that my complaint against XXXX has been filed and The billing for this application will not commence until the complaint is resolved and During the resolution of your complaint, we will keep you informed of updates. I was never kept informed of updates as XXXX never followed through with resolving my complaint. On XX/XX/XXXX I received an email from XXXX stating they spoke with XXXX, and received photos and other documentation, claiming the work has been completed per the scope of the contract and, as such, XXXX would be releasing funds within 10 days. XXXX  email also stated, Please do not hesitate to contact me with any questions or concerns. On XX/XX/XXXX I replied to XXXX  email advising them the work has not only not been completed, but some of what was done was not done per the contract. I also stated I would be happy to provide them with photos that support the fact that the work has not been completed per the contract and suggested XXXX make arrangements for an inspector to come to my home to verify what I have been saying. I also reasserted my position that XXXX not release the funds to XXXX, but they did so anyway and have wrongfully initiated the billing on my account. In addition to my email to XXXX on XX/XX/XXXX, I tried reaching the sender by phone twice before the 10 days referenced in their email and left voice messages, but he would not return my calls. Since the time XXXX initiated the billing on my account I have tried reaching XXXX XXXX multiple times by phone and email, but have been ignored. XXXX wrongfully initiated the billing on my account by initiating it not only in contradiction to XXXX  own correspondence, but also prior to XXXX  complying with my contract with XXXX 
My contract with XXXX  states XXXX  will remove and dispose of existing windows and doors, and coordinate [ building code ] inspection there are still two doors that have not been disposed of and no inspections have been ordered. The contract also states their installers will return my home to its original condition after installation ; however, they failed to do so and caused damage to my home. The contract also states that all work would be completed per best practices, building code, and manufacturer specifications ; however, all work has not been completed per best practices and manufacturer specifications, and we dont know if to building code because XXXX  has failed to order inspections.

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 non-monetary relief