Consumer complaint received 2026-04-05 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: TRUIST FINANCIAL CORPORATION
State: NC

Complaint narrative:
Issue Type : Loan / Financing Misrepresentation of Terms Company Names Involved : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, XX/XX/XXXXXXXX. XXXX Sevice finance XXXX XXXX XXXX XXXX, XX/XX/XXXXXXXX Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX Summary of Complaint : I entered into an agreement with a solar installation company for a solar and battery system on XX/XX/year>2026 The financing terms presented to me and agreed upon at the time of signing were for a 5.99 % interest rate. However, I later discovered during a phone call with the financing company that the actual loan was processed at a 13.99 % interest rate. This significant change was never clearly disclosed to me prior to the financing being finalized. The solar company facilitated and presented the financing and was aware of the rate change but failed to inform me. I relied on the originally stated 5.99 % rate when agreeing to move forward with the project. This is a material misrepresentation of the loan terms and has a substantial financial impact. The system installation has begun but is not yet complete. I have requested that all work be paused until this issue is resolved. Desired Resolution : Correction of the loan terms to the originally agreed 5.99 % interest rate, OR Full cancellation of the contract without penalty Additional Details : I was not provided clear disclosure or acknowledgment of the rate change prior to finalizing the loan I only became aware of the discrepancy during a phone call with the financing company I have documentation supporting the originally agreed-upon terms I am requesting immediate investigation and resolution of this matter. Already went to theXX/XX/XXXXand XXXX response to them XXXX weeks later after they notified them multiple times. Their response was we just install the system not the financed part. But service finance says otherwise in a email we have showing we submitted a loan for XX/XX/XXXX instead of theXX/XX/XXXX we signed for on a contract we have with XXXX to purchase a battery through XXXX salesman who claimed we needed it. We never received anything about a rate change during the process only we were denied at first then the salesman claimed he found the same rate with an another company and he submitted it. But after the company comes out a week later to install battery I get a final install call from finance company mentioning all agreements and mention our rate is XXXX not XXXX as shown on contract so I paused everything and been emailing back and fourth no response from neither party I till we contacted the XX/XX/XXXXwhich took weeks for a response. After talking to the salesman for couple days he tried multiple ways to get us out by destroying our credit by trying to get other companies to buy out the service finance company, claimed would not hurt our credit but that was a lie. The sale-man stated the XXXX XXXX company would put down {$1500.00} to make it right after talking to his boss and the owner since he couldnt figure out why the finance company rate changed. He claims we will talk the next day after being in contact for a week and he disappears on us and wont return calls or text messages. Emailed service finance multiple times and they could t give me a time stamp or an alert of when they sent a rate change to us from XX/XX/XXXX to XX/XX/XXXX before signing.

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