Consumer complaint received 2026-02-16 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Getting the loan — 
Company: TRUIST FINANCIAL CORPORATION
State: TX

Complaint narrative:
I applied for an unsecured installment loan with LightStream, a subsidiary of Truist Bank, which also services my mortgage. 

My application was declined for the following stated reasons : Debt-to-income ratio exceeds guidelines Length of time accounts have been open Unable to verify income and/or assets After receiving the denial, I contacted LightStream to request clarification regarding the underwriting decision. 

During that call, the representative referenced fraud in connection with my application. When I asked for clarification, the representative stated there was fraud on the application, but refused to provide any explanation as to what that meant. I specifically asked whether my identity, income, or documentation had been flagged. The representative refused to clarify and denied my request to speak with a supervisor. 

The use of the term fraud in connection with my credit application is serious. If LightStream has identified suspected fraud, I am entitled to know the basis for that determination. If no such determination was formally made, a representative should not be making unsupported statements of that nature. 

In addition, I requested disclosure of the specific income and debt figures used to calculate my debt-to-income ratio. The representative refused to provide the numbers used in underwriting or explain how the calculation was made. 

Further, when I offered to provide additional income documentation to resolve the unable to verify income reason, I was told I would need to submit an entirely new application rather than supplement the existing one. I was not permitted to provide clarification or additional documentation for review.

All information I submitted in my application was truthful and accurate. I have a strong credit profile and established payment history.

My concerns are as follows : A representative referenced fraud in connection with my application but refused to provide any explanation or clarification.

I was denied escalation to a supervisor after requesting it.

I was not provided transparency regarding the income and debt figures used in calculating my debt-to-income ratio.

I was not permitted to submit supplemental documentation to address income verification concerns.

I am requesting : Written clarification as to whether my application was formally flagged for fraud and, if so, the specific basis for that determination.

Confirmation that no fraud designation, internal risk flag, or adverse notation has been placed on my consumer profile.

Disclosure of the income and debt amounts used in calculating my debt-to-income ratio.

Review of the recorded call and confirmation of the findings.

A fair opportunity to provide supplemental documentation for review without requiring submission of an entirely new application.

I am seeking transparency, correction of any inaccurate characterization of my application, and confirmation that my consumer record has not been improperly flagged.

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