Consumer complaint received 2025-08-02 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Getting the loan — 
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
XXXX XXXX, I had a service appointment for my property to install a new HVAC system. I spoke with the technician, and he quoted me the amount of {$12000.00} for the installation and labor. The technician originally spoke to my brother at first and then it became a 3-way conversation from the very start to the very end. The technician needed someone to credit would approve of this loan, so my credit was the only one that qualified for the whole amount since my brother was short XXXX of approve line of credit, but I was approve for over the amount needed. The technician sent over a proposal via email with what amount of credit would need to be approved and how much my monthly payments would be which was $ XXXX  month with the original proposal stating I was approved for $ XXXX which was more than what was required. We were all on a conference call and the technician stated that it was interest free for the year and since they were having a promotion, I was able to be an additional service that was included at no extra cost. The technician sent over 3 documents- the first document was to my brother which I mentioned he wasn't approve due to the insufficient short amount needed for the service so that was denied, then the technician sent me an email with the contract with the wrong loan amount on their initially of XXXX and we were in a promotional bases so the price was $ XXXX he was told immediately not even XXXX minutes in between that he made a mistake on the loan amount and for him to fix it. He then sent another contract with the right amount of the loan stating that the amount would be $ XXXX monthly and that everything was fine. I signed it and he said in a few weeks I will begin the payment amount. I must add that I had XXXX to begin but they wouldn't accept partial loan payments and that it was either I had all, or I would have to finance the whole thing. Now, my issue was my letter came in the mail in XXXX to begin my payments and it stated that my monthly amount was {$180.00} but $ XXXX-and I immediate called them to discuss this error as well contacting the technician via email and phone about this error that he stated yes, he acknowledged an error was made and he would rectify this issue. An investigation was opened, and the technician wasn't being truthful about the financing part that this was a 3rd party financing company they reach out to and they come up with a payment- this was told me from the actual 3rd party -Service Finance Company and that they stated that information was misleading and they have their own paperwork and we have ours- I also file a complaint with Service Finance because they proceeded to put a lien on my home after being late for 30 days due for my being out the country- they stated that it was in the contract which I had no record of and this information and details weren't told or explain to me. I have paid my debt all the way up to its current state, but it didn't change them removing the lien. I have a payment that I can't afford because of misleading or misguiding information, and it would've changed the trajectory of this situation because I knew I couldn't afford this outcome. This a disaster- I have text messages, emails conversations, original proposal and even the technician admitting he made a mistake but then later didn't want to take any responsibility in this even. The integrity of the company and the employee has left a negative impression on me that now consumers are not safe. So, as I mentioned before- misleading information included not fully disclosing all major details that can dictate how a person moves forward or not in this type of events.

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