Consumer complaint received 2026-04-16 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
Issue : Continued inability to access loan statements, failure of online servicing systems, and inadequate response following prior CFPB complaint Complaint : I am submitting a follow-up complaint because the issue raised in my prior CFPB complaint has still not been resolved. Although the company provided a response, I remain unable to access my monthly statements through the online portal and am still unable to enroll in e-statements due to ongoing system errors. A temporary workaround of emailing statements does not resolve the underlying issue of inaccessible account servicing. The company has acknowledged a vendor-related system issue but has provided no estimated timeline for resolution and no reliable interim solution that ensures consistent access to my account information. This issue has persisted for several months despite multiple attempts to resolve it through customer service and a prior CFPB complaint response. I still do not have functional access to my account statements through the official servicing platform. Concerns regarding todays response and communication Today, I received email responses from XXXX XXXX XXXX, Vice President, Operations and Process Improvement Manager at Regional Acceptance Corporation addressing my complaint. In these emails, she stated that : - The CFPB response was simply an apology - Monthly statements are provided as a courtesy - The company mails responses via XXXX XXXX - A vendor issue exists with no estimated timeline for resolution - I should contact the service center by phone if I have questions She also sent me a copy of the response ; however, the companys encrypted message delivery system is difficult to access, and I was unable to open the attachments provided. The tone and content of these responses were unprofessional and dismissive given the duration and severity of this issue. There was no meaningful acknowledgment of the ongoing impact, no sense of urgency, and no clear resolution path provided. After several months of unresolved problems, I would have expected a more accountable and solution-oriented response from a XXXX XXXX level representative. Legal and servicing concern regarding statements : The characterization of monthly statements as a courtesy is not consistent with my understanding of consumer installment loan servicing obligations. Under the Truth in Lending Act, creditors and loan servicers are required to provide accurate, timely, and accessible disclosure of account information to consumers. Monthly statements, whether delivered electronically or by mail, are a core component of account servicing where they are offered as part of the servicing structure. The continued inability to access statements through the online system, combined with a non-functional e-statement enrollment process, raises concerns regarding the adequacy and reliability of account servicing. What I am requesting : - Immediate restoration of full access to my online account portal for statement viewing - Resolution of the e-statement enrollment failure - A defined timeline for permanent system remediation - Confirmation of the specific actions taken since the prior CFPB complaint response - A functional interim solution that ensures consistent access to monthly statements without reliance on ad hoc email delivery - A usable and accessible method of delivering encrypted communications and attachments Closing : This complaint is being submitted because the prior response did not resolve the issue, and the problem remains ongoing without a clear resolution timeline or reliable access to account servicing. I am requesting a complete and actionable resolution.

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