Consumer complaint received 2023-05-15 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Loan sold or transferred to another company
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
On XX/XX/XXXX, my husband died. 

On XX/XX/XXXX SunTrust bank, the bank that was holding my auto loan, contacted me to ask me if there was anything they could do to help me through the difficult time See letter from XXXX XXXX thanks, Services XXXX. XXXX XXXX was to be my account liaison helping with the transition because my husband held the account for my auto loan SunTrust asked for his death certificate, and they also offered to rewrite the loan for me. A loan modification was done, and I was sent an E sign certificate from XXXX XXXX to sign the loan over to me and modify it to be a lesser expense. XXXX went from being {$720.00} per month approximately XXXX, XXXX that was agreed-upon and signed for on between the XXXX and XXXX of XX/XX/XXXX. 

I have plenty of copies of all the payments I made and I never missed a payment nor was late so on XX/XX/XXXX. My new payment of XXXX XXXX was to begin. However, I was also offered XXXX  relief since XXXX it happened immediately after my husbands death, I have documentation through emails agreeing to this modification. I had to sign a document requesting it and then they follow through with giving me a three payment deferral extending my loan date to XXXX XXXX and the next payment due is XXXX, XXXX that was on XX/XX/XXXX of XXXX they then proceeded to refund me a couple payments and I have checks stating that, I have an XXXX statement that shows my schedule payment amount being due for XXXX XXXX payment due XX/XX/XXXX and then they actually moved it to extend one more month for XXXX until XXXX. Upon which time I set up a bill pay to do so for {$520.00} just to make it even starting on XX/XX/XXXX and I set it to last for 84 transactions thats true I XXXX  XXXX XXXX checking account So my first payment after this modification was technically due on XX/XX/XXXX of XXXX. It is no the loan started brand new. I set up another payment to be scheduled for starting for {$520.00} and that continued on until Truist bought suntrust. 

Ever since the transition, I have had nothing but issues with Truist bank. 

Right from the start, the payments were coming out left and right and I went up double and triple pain. I dont even know how to explain it but I want to over paying for my loan so much that I almost paid a year to thirds of 3/4 of a year in advance. I was working with the TRUIST BANK to set this all up and they were at the time taking money out of my bank, it was so horrific and I believe about seven or so payments had to be stopped with them because of so many errors in processing, and they promised that they were going to reimburse me all of those fees I got two notices that they would reimburse me XX/XX/XXXX, which is just a few months after they took over and had so many overpayments from me and then they never fulfilled that reimbursement request or promise I should say So it wasnt until late last year XXXX, XX/XX/XXXX that I realized that even though I thought this was all taken care of it wasnt and my payments werent correct as they should be for {$520.00}. Upon reaching out to them they were not at all nice, and they claimed that it was all my fault, and that it was because of my late payments which I insure than that theres never been a late payment payments or set up for every day of the month and everything comes out monthly theres never been a missed payment, and there should be no fees. 

After many times going back-and-forth, I went up talking to XXXX XXXX, who is a specialist, supposedly and handling these kind of situations and I had to literally argue with him numerous occasions even though all of the obvious documentation was there it wasnt until I found two of the notices that said they were gon na pay me {$25.00} times two back that they finally agreed to pay me my fees back for at least the two notices. 

I thought this is all taken care of until a couple of weeks maybe a month later after this was finally caught up when I noticed that there was another payment out of whack called XXXX and found out that they found another yet another late fee for {$25.00} which they didnt find before interestingly enough so now I have another {$25.00} and all of my overpayments all of this time Ive never been adjusted or put back because its supposed be going towards principal, and they were paying off late fees, and then they never even went back and corrected it and now I have another late fee. 

XXXX went off to find out about this, and came back to me, and said that theyre not going to reimburse me or let me not pay the fees They insisted I pay. In addition, THEY FOUND A NEW PROLEM AND ARE NOW TELLING ME THAT THE AMOUNT OF {$520.00} IS NOT MY CORRECT PAYMENT ACCORDING TO TRUIST BECAUSE THEY CAN NOT FIND THE DOCUMENTATION ON THEIR BEHALF OF MY AGREEMENT WITH SUNTRUST BANK FOR THAT AMOUNT. 

I then scavenged for whatever documentation I can find and presented to them. But none of this documentation appears as them and the link where I signed the document is no longer valid because its a suntrust link. 

All the documentation that I do have clearly states that the amount due for my payment is {$520.00}. I have many statements that say scheduled payment amount is {$520.00}. I have continue to pay {$520.00} every single month since this modification has been made. I have paid on time and in full and have never missed a payment!!! 

I have a document from SunTrust that states that my loan is for 84 transactions starting XX/XX/XXXX of XXXX which then got pushed out to XX/XX/XXXX of XXXX so my maturity date was clearly extended to XXXX of XXXX. According to SunTrust. I have provided ample documentation from suntrust, and theyre should be no doubt about the terms of this loan It is for {$520.00} per month for 84 months commencing on XX/XX/XXXX of XXXX. 

Truest bank will not stop harassing me for more money and theyre looking for an over {$900.00} payment right now I am a widow. This is very painful to deal with over again and I simply do not have the finances to be able to pay such a payment. 

The person that they have been having me deal with XXXX XXXX its almost too embarrassed to deal with us. At this point I feel as though its highly illegal to just change the terms, and I can not pay more than I am currently paying, as I am a struggling widow, that is technically out on Workmens Comp., and about to lose my Social Security due to my child aging out. 

I am perfectly willing to continue to pay the scheduled payment of {$520.00} per month for the term of the loan as agreed-upon. They, whoever they are that XXXX XXXX talks to are refusing to allow me to do so. 

To confirm, the payment that they are looking to collect is invalid It was my husbands loan that ceased to exist in XXXX of XXXX ; When I took over after his death, had the loan modified modified and put into my name with me being responsible for it. SunTrust was a very caring bank, and was very amicable to work with. 

Truist quite the contrary, is the most ludicrous, uncaring money driven fee driven, corrupt bank ever!!!!

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