Consumer complaint received 2025-09-17 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: TRUIST FINANCIAL CORPORATION
State: WV

Complaint narrative:
Hello, I previously submitted CFPB claim XXXX XXXXXXXX. Please feel free to close this claim, as the circumstances have changed and are best captured in a new claim. 
On XXXX XX/XX/year>, I contacted Truist bank to request a XXXX payoff for an auto loan I had with them. I was given the figure of {$79000.00} ( rounded ). Since I was refinancing the vehicle, my bank ( XXXX XXXX ) prepared a check which I sent to Truist on the same day, XXXX XX/XX/year>. 

Between late XX/XX/year> through early XX/XX/year>, I noticed that my Truist auto loan was still active. I raised this issue with multiple Truist managers and even visited a Truist branch ( an estimated XXXX hours of coordination ), but ultimately had to involve the CFPB ( see prior claim ) as Truist was adamant that the check was lost and I was responsible for the interest that accrued since XXXX XXXX. This seemed highly unreasonable and predatory, as Truist has confirmed record that I requested a payoff on XXXX XXXX. Additionally, I provided Truist with my new promissory note through XXXX XXXX, but they did not deem that sufficient. I let Truist know that I could resend the same check dated XXXX XX/XX/year>, but they instructed me that it would be insufficient because I was responsible for the interest that accrued since XXXX XXXX. 

Then today, XXXX XX/XX/year>, I spoke with a Truist manager who confirmed that they DID receive the check, but that it was endorsed improperly and sent back to me ( supposedly on XXXX XXXX ). Truist never made me aware of this, and despite leaving a note and return address with the check, it has not been returned to me as of XXXX XX/XX/year>. Additionally, I confirmed with my bank ( XXXX XXXX ) before sending the check that it was endorsed properly and valid. So not only did Truist bank discard an entirely valid check, but they maintained that it was lost for weeks and did not alert me that they decided to discard it. This seems highly unethical and predatory since I was not alerted that the check was unaccepted. 

Then also today, XXXX XX/XX/year>, I made the decision to pay Truist bank the original payoff amount provided on XXXX XXXX and all of the interest that has accrued since that day. I decided the safest decision was to make the payment today to bring a halt to the accruing interest and then pursue reimbursement. The rounded payoff amount given to me today by Truist was {$80000.00}, making the rounded grand total I am paying out of pocket on account of Truists ineptitude to be : {$710.00} In conclusion, I am pursuing reimbursement from Truist to the amount of {$710.00}. I am a veteran and new father and work extremely hard, and I have a hard time accepting these types of predatory and unethical banking practices will be allowed to occur in our society. 

Thank you for your time and consideration.

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