Consumer complaint received 2025-11-20 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Incorrect information on your report — Account status incorrect
Company: TRUIST FINANCIAL CORPORATION
State: MD

Complaint narrative:
To Whom It May Concern, I am filing this complaint because Regional Acceptance ( a Truist company ) has mishandled my auto loan after my vehicle was declared a total loss, and multiple representatives have provided incorrect, conflicting, and misleading information, causing financial harm and emotional distress. 



XXXX. My vehicle was totaled on XX/XX/year>. 



Regional was notified of the accident and the total loss, and a payoff letter was provided. 

XXXX processed the claim and sent {$12000.00} toward the loan payoff on XX/XX/year> ( XXXX confirmed the check was received and cashed on that date ). 



XXXX. Despite this, Regional has continued to treat my account as a normal delinquent auto loan. 



They have : Reported a 30-day late to my credit even though the car was totaled.

Told me I am responsible for payments after the date of loss, even though the vehicle was no longer drivable or in my possession.

Threatened continued delinquency reporting while the insurance claim and GAP claim are still pending.

Acted as though the loan is still in normal active repayment status. 



XXXX. Multiple representatives provided the same incorrect and misleading information. 



Between XX/XX/XXXX and XX/XX/XXXX, I spoke with several different Regional Acceptance employees on different days.

All of them gave me the same false information, including : You still owe all payments until we personally decide the account is closed.

Insurance payments dont stop delinquency reporting.

Even after the total loss, you still may owe Novembers payment.

Your GAP claim and insurance claim do not change the loan status.

We will continue to call you because your account is past due.

The fact that multiple different employees said the same incorrect statements shows a systemic internal issue, not a single employee mistake.

4. This violates standard total-loss handling procedures. 



When a vehicle is totaled : The account should be placed in Total Loss Pending status. 

No additional payments should be required after the date of loss. 

Late fees and delinquencies should NOT be added while claims are processing. 

No collection attempts should occur. 

The lender must wait for the primary insurance and GAP to settle.

Regional Acceptance failed to follow these industry-standard procedures.

5. This has caused financial harm and severe stress.

Because Regional is mishandling my loan : My credit score dropped significantly due to the improper 30-day late.

I can not secure financing for a replacement vehicle.

I am being harassed for payments on a totaled vehicle. 

I have been incorrectly told I owe payments even though the insurance already issued funds. 

I am unable to purchase another car to get to work, which threatens my employment. 



XXXX. What I am requesting : I respectfully request the CFPB require Regional Acceptance to : Correct my credit report by removing any late payments added after the date of loss. 

Stop all collection activity immediately. 

Properly place the account into total-loss status. 

Apply the insurance payment correctly and finalize the balance for GAP to complete.

Provide written confirmation of accurate remaining balance ( if any ) and closing of the account. 

Stop misleading communication from employees regarding required payments after a total loss. 



XXXX. I have documentation available I can provide : XXXX confirmation of the cashed {$12000.00} check Total loss letter Call logs Statements showing continued balance and late reporting Rental and accident documentation In summary : Regional Acceptance has repeatedly given incorrect information, mishandled a total-loss account, continued collection efforts improperly, and harmed my credit. This has now become a systemic issue and requires CFPB intervention. 



Thank you for reviewing my complaint. 



Sincerely, 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 non-monetary relief