Consumer complaint received 2025-11-19 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Denied request to lower payments
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
I have entered a loan with Regional Acceptance Corporation with my relative on XX/XX/XXXX. The deal was for me to have my name taken off of loan after XXXX  months of payments. After the XXXX months, I requested to have repayment plan to remove my name off of loan to which the bank stated that I couldn't. Further down the loan, the primary burrower had called in to have my number not called to which the bank has agreed and for a couple months to a year in the year XXXX, I was called in by the bank informing me that the loan was near to enter repossession state. I was surprised and asked them to email me the payment history. Throughout the year XXXX and continued on, The primary burrower had exhausted XXXX extensions on the loan, which I asked them, why the approved so much, to which I was informed by management that they try to assist as much as possible to help clients pay the loan. I explained to them that this damages the loan even more and never heard of a company extending that many extensions and it just increases the fee and interest, making the loan even more expensive, which management couldn't give me a clear response. I pleaded with them to take over the full loan which they stated that they couldn't help me with that due to the payment history of the loan. Further down, payment was only given every XXXX months just enough to prevent the car from being repossessed. When asked the bank why they are accepting this, they couldn't give a clear answer. 
Further down the road, I was informed in XXXX of this year that the loan was getting close to repossession and informed them that I was planning on taking ownership of the car myself and would finish off the payment. Even requested for them to stop allowing primary burrower to extend the loan any further, which they informed me that wish has been granted. Further down, in XXXX, I called in because I noticed that calls from the bank stopped again, and was informed that the car was extended again ( even though I asked them not to ) and that the primary burrower had called in and reported the accident. 
In the beginning of XXXX I called in to get status of the accident because once again I was not receiving any calls. I called in and was informed that my call was restricted and I asked them why, which they stated they weren't sure, but could be from someone requesting that I be restricted from the account, which is confusing because I requested already for this not to happen and by LAW this request can't be granted since I'm considered fully responsible for the car and loan as well as primary burrower. I called in and informed by supervisor that car was totaled and that primary burrower was at fault and that she had no insurance on the car. I asked the company how is she even allowed to drive car with no insurance and license and the bank was not aware of this which is confusing. They also expressed to be that car value post accident was not worth money or money from parts to put credit onto the car. They insisted that I call gap and warranty company that was brought with car, and I informed them that gap or warranty won't cover nothing since primary burrower was at fault and did not have insurance on car. 
I informed bank that primary burrower is most likely not going to put anymore money towards the loan anymore and that she has not been communicating with me nor the Corporation so the loan would more then likely fall on my responsibility. I called in the corporation to ask for more time to be able to pay the past due balance which is about {$2000.00} from nonpayment of XXXX  days and that loan would be charged off my credit if no payment is given by XXXX, they denied for any extensions, forbearance or any options to help me pay off the past due and paying off the remaining balance on time so that it doesn't hurt my credit. They stated that extension is not an option since they have already gave in XXXX extensions on the loan despite me requesting them to stop granting extensions after the XXXX one. I feel like this company is scamming me for late fees, repossession, and extension fees. I also feel it is not fair that I am trying to work out paying on a loan for a car that I personally even benefitted off of. I feel like now this car is nonexistent and that they can't profit from repossession, they are not trying to work with me, but when loan was all over the place, they kept throwing out extensions all over the place knowing how this will increase interest rate and fees on loan I should have been offered the forbearance when it was requested by me. It's XXXX, I am a single parent, and have no help. Just feel played about this whole ordeal sine the beginning.

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