Consumer complaint received 2025-04-03 00:00:00
Product: Money transfer, virtual currency, or money service — Money order, traveler's check or cashier's check
Issue: Problem with customer service — 
Company: TRUIST FINANCIAL CORPORATION
State: MD

Complaint narrative:
On Wednesday XX/XX/XXXX I applied for and was approved for an auto loan at my local Truist branch in XXXXXXXX XXXX. 
I had obtained a buyers order earlier that day from the dealership that was selling the truck I wanted to buy. Based on this Buyers order I applied and was approved for a {$30000.00} auto loan, at which point the bank ( Truist ) issued and printed me a check for {$30000.00} payable to XXXX XXXX of XXXX XXXX 

At which point I went to the dealership to look at and test drive the truck a XXXX XXXX XXXX. I sat down with the salesperson and Bought the truck. Using a combination of a personal check from my Wife and the {$30000.00} check issued by Truist, I satisfied the full purchase price. The dealership agreed to fix a few issues with the truck and I left the truck with them and went home. The truck stayed with them over the weekend and upon calling Monday I was pleasantly informed that it was ready for pickup! 

So about mid day Monday XX/XX/XXXX I went to XXXX XXXX and picked up the truck with paper tags ready to go all issues fixed. On my way home I was called and informed by XXXX XXXX that their bank had trouble cashing the {$30000.00} check issued by Truist. My Wife confirmed to me that HER check had been deposited. Upon hearing this I contacted my loan officer at my local branch who wrote the loan and informed her of the situation, She thought it was strange, the dealership states that this is the first time this has happened to them. At the behest of my bank representative I contacted the dealership and told them to try the check again. 

Upon following up with XXXX XXXX today XX/XX/XXXX I was informed that the check was returned and that the initial Difficulties cashing it were because their bank had flagged the check for " suspicious activity '' and their second attempt to cash it resulted in the check " bouncing '' or " being returned ''. I requested that a representative of the dealership contact my loan officer and provided them with her information. I followed up shortly thereafter with my loan officer and she confirmed that they had correspondence with the dealership. At which point I called XXXX XXXX and spoke to their finance representative who informed me that their bank is sending the {$30000.00} Truist check back to XXXX XXXX with an explanation and that unfortunately we won't have any further answers until then. 

Later that evening I called Truist 's customer service number and eventually spoke to a lady who looked into the auto loan account and didn't see anything that would hold up the check like a stop order or anything. XXXX XXXX has repeatedly suggested having the bank wire transfer the money, which the bank understandably refuses to do given that a check was issued. 
I'd like to get this truck paid for to avoid repossession or litigation. What to do?

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