Consumer complaint received 2026-04-12 00:00:00
Product: Debt collection — Other debt
Issue: Took or threatened to take negative or legal action — Seized or attempted to seize your property
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
To the Consumer Protection Service I am writing to seek your assistance regarding ongoing issues with XXXX XXXX and its financial partner, XXXX XXXX XXXX. Over the past several months, I have faced significant challenges arising from their actions, which have impacted both my home and credit rating. XXXX XXXX failed to fulfill its contractual obligations to install a new HVAC system, while XXXX XXXX XXXX placed a UCC-1 line on my property and negatively affected my credit score, despite XXXX XXXX insufficient service. My attempts to resolve these issues directly with either company have been unsuccessful, and it appears that they are acting together. I respectfully request that the State Attorney General review the business practices of XXXX XXXX and XXXX XXXX XXXX to prevent further harm and ensure a fair resolution. Main issues with XXXX XXXX I contacted XXXX XXXX about problems with my air conditioning unit in XX/XX/XXXX. XXXX XXXX diagnosed the issue as a faulty underground condenser pipe rather than a problem with the XXXX itself. XXXX XXXX informed me that this type of underground pipe was obsolete and pressured me to purchase a new AC system with a pipe routed through the ceiling, claiming it would be more reliable and cost-effective. XXXX XXXX XXXX, XXXX XXXX partner, offered financing for the new system at a 9 % interest rate. Despite their assurances, XXXX XXXX installed the new AC system using the same underground pipe they had previously deemed outdated. After installation, the installer told me that the underground pipe was more durable and reliable than the ceiling pipe and would last more than XXXX years. I explained that I only purchased the new system because XXXX XXXX claimed the underground pipe was no longer used, and otherwise, I would not have taken out a {$34000.00} loan. The technician was confused, believing I was simply replacing my AC unit. Following installation, the new AC performed worse than my previous unit. It takes hours to cool to the preset temperature and makes constant noise, despite promises of a Super Quiet system. The unit does not automatically switch to heat in XXXX XXXX, and I struggle to achieve a comfortable temperature in the rooms, forcing me to sleep downstairs with my old AC. Other issues include excessive noise, no reduction in electricity bill as promised, frequent thermostat failures, and exposed ceiling vents left by the installation. I was misled about the condition of the pipe and pressured into an unnecessary purchase, resulting in an inferior AC system. Communication with XXXX XXXX XXXX After discovering problems with XXXX Airs work, I promptly notified XXXX XXXX XXXX ( SFC ) about my concerns. I informed XXXX of XXXX XXXX bad faith dealings and asked them to halt any further payments to XXXX XXXX until my issues were addressed. XXXX assured me that no payment would be made unless I was completely satisfied with the work. Despite these assurances, XXXX retained the payment but continually attempted to release funds to XXXX XXXX, even though XXXX XXXX had not returned to resolve the outstanding issues. Over XXXX months, XXXX held the funds while I kept them updated on XXXX XXXX absence, as all scheduled visits were canceled by XXXX XXXX. During this period, I felt powerless to compel XXXX XXXX to address the problems. XXXX attempted to justify payment to XXXX XXXX by falsely claiming they could not reach me by phonean approach they had used previously regarding a water heater issue. However, XXXX realized they could not repeat this tactic since I remained proactive throughout the process. When I requested that XXXX XXXX return the air conditioning unit they had removed, XXXX immediately changed their position, reduced the complaint to a thermostat issue, paid XXXX XXXX against my objections, and began harassing me for payment, including placing a UCC-1 line threatening to take my house and damaging my XXXX XXXX from around XXXX down to XXXX. SFCs actions appear designed to prevent me from recovering my property and to ensure the transaction with XXXX XXXX could not be reversed. History of Malicious Conduct from XXXX and XXXX XXXX This is not the first time that XXXX XXXX XXXX ( SFC ) and XXXX XXXX have acted maliciously in their dealings with me. When I purchased my home on XX/XX/XXXX, a professional inspection confirmed that all systemsincluding the water heaterwere in satisfactory condition. I kept this documentation for my records. On XX/XX/XXXX, I encountered an issue with my water heater and contacted XXXX XXXX for service. A technician visited, glanced at the unit without thorough inspection, and insisted it was beyond repair, immediately recommending a new water heater for {$5600.00}, financed through XXXX. XXXX XXXX promised that the new system would retain the same interior control as the original. XXXX XXXX installed the water heater without the interior remote control. The technician finished late and called his supervisor XXXX, who gave me his business card and advised me to call him directly to install the remote. Despite following this advice, XXXX XXXX never returned. XXXX XXXX submitted documentation to XXXX certifying completion and requested payment. XXXX told me they would not release funds until I was satisfied with the work, but later disbursed the payment, pretending they could not reach me by phone. After I threatened to escalate the issue to the Attorney XXXX XXXX, XXXX intervened and instructed XXXX XXXX to complete the job. XXXX XXXX eventually returned on XX/XX/XXXX, but informed me that the controller could no longer be installed inside the home as agreed, and instead needed to be placed in the garage, requiring a hole in the wall. With payment already made, I lost leverage and XXXX XXXX disregarded their initial commitment. Disadvantage and Inconvenience These experiences with XXXX XXXX and XXXX have severely damaged my trust in both companies. I feel trapped between XXXX entities working together to secure payments at the customers expense. Their disregard for contractual obligations, accountability, and customer satisfaction has left me frustrated and sincerely concerned about their business practices. I do not refuse to pay ; in fact, I have maintained a strong payment record for over XXXX years without missing any payments. I respect my obligations, but I do not wish to submit to injustice. Requests for Documentation On XX/XX/XXXX, I formally requested that XXXX XXXX XXXX mail me a copy of the loan agreement and documentation verifying their authority to pay XXXX XXXX, as detailed in the attached letter. To date, XXXX XXXX XXXX has not responded. I have also contacted XXXX XXXX multiple times regarding the AC issues ; although technicians visited, they never arrived with a clear assignment or plan to address my concerns. It has been almost a year since this problem. I have tried to contact credit bureau to clarify the issues with no success. Request for Assistance At this point, I feel powerless. I respectfully request that the Office of the XXXX XXXX review these matters and ensure that XXXX XXXX XXXX and XXXX XXXX fulfill their obligations under state consumer protection laws by providing the requested documentation and resolving the outstanding service issues.

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