Consumer complaint received 2025-03-05 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with the payoff process at the end of the loan — 
Company: TRUIST FINANCIAL CORPORATION
State: OH

Complaint narrative:
Service Finance Company offered 0 % on {$10000.00} thru XXXXXXXX XXXX XXXX XXXX XXXXXXXX unit. Service was in XX/XX/XXXX. We were advised that terms were 24 months. 
The promotional rate actually ended at 18 months or XX/XX/XXXX. We admit it was our mistake as we were out of town and did not see XXXX XXXX statement. When we received XXXX 's statement, it was clear the promotional rate had ended. 
I contacted XXXX XXXX XXXX at least XXXX times beginning in late XXXX. It is VERY DIFFICULT to actually speak with a representative and if you are lucky enough to speak with someone, their XXXX is very bad. 
After calling multiple times with no resolution, I called again yesterday XX/XX/XXXX and spoke with " XXXX ''. 
XXXX evaluated the account, acknowledged that I called on several occasions, was aware of my request to pay the remaining balance and waive the interest and said she could help. 
Again, I explained I was calling to make a payment reflecting the remaining balance ( {$3100.00} ) to satisfy the account. She stated the promotional rate could be " reinstated '' because I was well within the 45 days window after the promotional rate ended. The only catch ... .I had to pay {$6000.00} which was the balance PLUS interest. The company would then retro the promo rate and refund the interest. 
I asked why I just couldn't pay the balance in full and the account settled. I stated this would save time and resources. I also indicated that if I had {$6000.00} ( in addition to the {$6900.00} ) already paid, I wouldn't have needed the loan to begin with! 

I asked to speak with a supervisor because this seemed " unethical ''. I had a sense that I would NEVER receive a refund. 
Once again, I indicated I was calling in good faith to settle the account and since they were willing to reinstate the promotional rate, this was a simple solution. I was told all supervisors were busy but was assured I would receive a return call from a supervisor. No call was received yesterday. 

I called again today and spoke with " XXXX ''. I explained EVERYTHING- again. She too acknowledged that I called several times. Today I was determined to submit final payment since the statement due date was XX/XX/XXXX. 
Once again, I stated I was called to pay the loan in full since I am within the 45 day window of expiration, thus the promo rate should be reinstated and the account would be completely satisfied. 
XXXX accepted my payment of {$3100.00} with an auth # XXXX. XXXX stated that a request to settle the account needed to be sent to a supervisor and I needed to call back again on Friday to be assured that the promotional rate would be extended ... .why? 

Since I have already submitted multiple requests, it would be greatly appreciated if you would contact this company, XXXX XXXX XXXX ( XXXX Option # XXXX ) on my behalf to assure the account is satisfied. 

Thank you so much. 
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