Consumer complaint received 2025-02-27 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Interest rate
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
Dear CEO, My name is XXXX XXXX XXXX. The reason I am emailing you today is because I applied for a loan in XXXX of XXXX. I applied with the local branch XXXX of the XXXX XXXX branch located in XXXX, Fl. Her name is XXXX XXXX XXXX. She was fully aware from the beginning that I would only except the loan if the interest rate was affordable, because prior to this I refused a refinanced loan due to the interest rate being too high. XXXX, the loan officer, was very nice and called me to explain that a refinance loan would not be beneficial to me at this time. She sent my application back to the local XXXX XXXX branch to apply for a personal loan. XXXX was aware that the most important information to me was the interest rate, which I continued to ask her for over and over which she never disclosed to me. I consistently asked her to disclose the interest rate to me and she continued to tell me that this information was not yet available. We applied for the loan the Wednesday prior and she said to come back the following Monday, that it would be available then. Upon returning on Monday she stated that the interest rate was still not available. I told her that I would withdraw another {$20000.00} from my investment account instead of using the personal loan, but she tried to persuade me to start using the loan money instead of my personal investment account. She stated that if I would start to use it only then she could see the interest rate right away. I then told her I did not feel comfortable with using the personal loan and I proceeded to withdraw the {$20000.00} from my investment account instead. 

I am a person with good intuition and I know there was a problem with her withholding that information from me from the beginning. After each interaction with her I would call my son to and explain to him that I was very disappointed and did not know why she would not disclose the interest rate with me from the initial application. My son said that I should talk to another manager, but I told him that she was also a manager and I trusted her. My son can and will attest to this. I don't know what reason compelled her to withhold that information from me. She told me to come back the next day, but by then I felt that the situation did not make any sense at that point. That afternoon I went to another branch located in XXXX XXXX, FL. The bank teller there told me that he did not know how anyone could get a loan without knowing the interest rate beforehand. I told him that based on my experience in the past that I am always informed of the interest rate from the beginning of the loan process. He was hesitant at first to give me the interest rate but then he realized that the branch manager at the other location was purposefully withholding the information from me. He also knew that it was not the norm to not know the interest rate before excepting a loan. We then developed a rapport which allowed him to disclose the interest rate of being 10.69 %. The following day approximately at XXXX XXXX called me and gave me that same information. I am not sure if she realized that there was activity on the account which is what prompted her to call, I am unsure. She then continued to go on to my account and started to make unauthorized transactions that I was no aware of. I called to complain about this to several different representatives at Truist. I was able to speak to a representative from corporate but the matter was not resolved from Truist as a whole. This is when I decided as my final resort was to reach out to you. Hopefully you will honor an un-weathering member of Trust bank since XXXX and resolve this matter which has been very stressful to me. Thank you for taking time from your busy schedule to help me resolve this matter. If you have any further questions, you can reach me via email or phone number XXXX. 

Respectfully, 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