Consumer complaint received 2025-06-02 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:
I am filing this written complaint against LightStream/Truist. I am writing regarding my recent loan applications submitted to LightStream/TRUIST, the most recent being on XX/XX/year>. I received a denial notice on XX/XX/year>, stating that you were unable to verify my identity. However, I find this response to be inconsistent and troubling, for the following reasons : 1. Credit Report Access : Despite the claim that my identity could not be verified, your institution was able to access my XXXX credit report, perform a hard inquiry, and provide a score of XXXX in the denial letter. This directly contradicts the reasoning for denial and raises questions about the reliability and accuracy of the process used to verify applicant identities. 
2. Inaccurate Credit Score : I have documentation showing my actual XXXX credit score is XXXX, not the XXXX reported by your institution. When I called XXXX, your representative acknowledged that discrepancies in scores " always happen '' when reports are pulled. However, a XXXX variance is significant, especially considering that your posted APR ranges from XXXX XXXX to XXXX XXXX  with AutoPay. As you know, credit scores are a primary factor in determining loan interest rates, and such a misrepresentation has financial consequences for the consumer.

3. Compliance Concerns : Under the Truth in Lending Act ( TILA ), creditors are required to provide clear, accurate, and truthful information about the terms and costs of credit. Providing a materially inaccurate credit score that may affect the loan 's interest rate is a violation of this principle. 
Further, under the Fair Credit Reporting Act ( FCRA ) : o I have the right to know what information is being used to make decisions about me. 
o Credit reporting agencies and users of consumer reports must ensure maximum possible accuracy in the reports.

o Adverse action notices must provide accurate and complete information, including what credit bureau was used and what specific factors led to the denial.

4. Action Requested : o I request a written explanation for the inconsistent denial reasons ( i.e., inability to verify identity versus performing a hard inquiry ).

o I request a review of the credit score discrepancy, including the exact version of the credit scoring model used ( e.g., XXXX vs XXXX ). 
o I demand assurance that no future hard inquiries will be made without verifiable identity confirmation to avoid further unnecessary damage to my credit. 
o I reserve the right to file a complaint with the Consumer Financial Protection Bureau ( CFPB ) and the Federal Trade Commission ( FTC ) if this matter is not resolved promptly and transparently. 
Please respond within 14 days from the date of this letter. I am happy to provide additional documentation or identity verification as needed, but I expect your institution to act in accordance with federal lending and credit reporting laws.

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