Consumer complaint received 2026-04-30 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Getting the loan — 
Company: TRUIST FINANCIAL CORPORATION
State: NC

Complaint narrative:
* * * This is the description I included in a complaint issued to the DOJ. I included multiple documents for your review. Please let me know if you need more information. I have also filed a complaint with the XXXX and called in a complaint to an agency that your representative recommended. I do not recall the name of this agency. It was more for the complaint towards the roofing company. I have emails and had a voice recording of the representative who cussed me on the phone but I think it got lost due to a broken phone. I have access to the calls made to these agencies with my XXXX account. I have emails to the finance company fraud department. I also have a copy of an email the DOJ sent to XXXX XXXX stating a response was due in 15 days. The DOJ told me I would be contacted when they responded. I never received any return communications and attempted to contact the DOJ representative and her supervisor with no return call or email. I did include an email stating this to the DOJ representative and included the call log showing the attempted calls and informing her that I was filing this complaint. * * * Following Hurricane Helene, my roof needed replacing. I contacted my insurance company and requested quotes from XXXX different companies as requested. The initial company came to provide a quote and while the sales rep was here, she falsely reported that I am a retired XXXX making $ XXXX when I am actually awaiting XXXX from falling off a porch while working. I have not received any paychecks in over 2 years. When the sales rep was here, we both were XXXX XXXX XXXX and I had told her I took my XXXX XXXX already as she had been in my home for several hours and my XXXX was XXXX. So after telling me all about her product, I told her I wanted a metal roof but if I were to get a shingled roof she had me choose the colors I would want if I went with this company. They didn't have any of the shingle colors she promised and once I looked for a minute I just chose a brown shingle to move the conversation along. I would have never asked for brown shingles to go on my home if given a choice that I thought was legit. When I signed the documents, she told me I was signing the facts about my home, such as the square footage, kind of shingles I would get if I went with her company, number of peaks, name of my insurance company, etc. And that any of the info she was asking me for would be to run a credit check should the insurance company and I decide to go with XXXX XXXX. I told her that I wouldn't qualify for a loan because of my employment status and that any roof I were to get would have to be covered almost 100 % by my insurance. She did not tell me she I was signing a loan agreement I had previously discussed with her that I was suffering financially due to loss of wages. So she knew I had no income. The loan company ( Service Financing ) qualified me for the loan without my knowledge. All this was done by the roofing company 's sales rep, XXXX and the financing agency. I still do not have copies of this loan document. I did not contact my insurance company about them because I did not want an asphalt shingle roof. I was waiting to get a quote from a roofing company that installed metal roof, as I was looking at the new colors of tin they now offer. I wanted a copper colored metal roof. I'm not certain how much time passed between the time when the rep was at my home and when the company called to say they were coming the following day to install the shingle roof, but I told them then DO NOT COME TO MY HOME. I then contacted the sales rep to tell her to tell them they can not come to my home. I told her multiple times, I am not authorizing this installation. Do not send people here. My insurance company has not approved you. The sales rep told me, " that's not a problem. Insurance companies rarely say they will pay for our product. Just let us come and install and you can sue your insurance co. backwards. '' I don't know what that means and I told her I do not have the money or the time to hire a lawyer to sue my insurance company. She told me she would take care of things. The next morning a crew shows up at my home and no one speaks any XXXX. I kept telling them NO! DO NOT GET ON MY ROOF. They did anyway and by the time I spoke to someone on the phone he told me I had no option to stop the work as they had already started to rip off the shingles. I told him I tried to stop this yesterday and this morning. He basically hung up on me and then no one would answer my calls. I did not sign anything. A month or so later, the sales rep came to my bedroom window threatening a XXXX on my home if I didn't sign the service contract. She got on the phone with her boss and I told him I was signing this under duress. This was the first time I saw that she had written that I was retired versus XXXX and that I made $ XXXX versus {$0.00}. I never got a copy of that contract. Or the pictures I was supposed to get to give my insurance company. They never took them apparently.Since this happened, I have been in almost constant communication with my insurance company, the financing company, and the roofing company. Nothing has been resolved. The roofing company has cussed me. He promised to call back and never did, promised to look into it and never did, and then told me there's nothing they can do. They have been paid. The financing company has not. So the roofing company isn't concerned that a sales rep fraudulently filed a loan document without my consent or knowledge. That she knowingly had me sign something while I was under the influence of alcohol and medication and that she was drinking vodka drinks with me while doing " business ''. I don't know what to do or how to find help. Please help me.

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