Consumer complaint received 2019-09-22
Company: SUNTRUST BANKS, INC.
State: MI
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem with the payoff process at the end of the loan

Complaint:
In XXXX of this year, I was notified through my credit tracking service that I have signed up through my current bank, XXXX, that my credit score had dropped. I went online and found out that SunTrust bank had reported a delinquent account that they had charged off for {$16.00}. This was a line of credit I had with them since XXXX and when we moved from XXXX to XXXX in XXXX, I had requested that line be closed out. After I sent the initial request, I then requested it again in XXXX and XXXX as a statement had been forwarded to me from XXXX ( not from SunTrust ) and they had failed to close it out. 

As a side note, SunTrust had my current address in XXXX as we had been receiving correspondence from them until all of our accounts were closed in early XXXX. However, I had not received any statements on this line of credit since moving from Maryland in XXXX. The amount that they had charged off was the {$15.00} annual fee and a penalty, which totaled {$16.00}. All of the statements regarding this account were forwarded by the person who bought our house in XXXX. 

When I found out about their filing the derogatory notice on my credit bureau I called SunTrust on XX/XX/XXXX and talked to someone by the name of XXXX. She informed me that she would process my complaint and I should get something in the mail. When I hadn't received anything by XX/XX/XXXX, I filed a dispute with XXXX ( file XXXX ) as SunTrust stated they had not recorded any such complaint. As I still hadn't received any notification from SunTrust I called back on the XXXX (? ) to confirm that this dispute had been recorded, which was told it had and it would take 30 days. On XX/XX/XXXX, I received notification from XXXX that the derogatory filing had been changed to 90 days late, however, the account was closed on XX/XX/XXXX so no one has been able to explain to me that if it was closed how can an amount or account be 90 days late? In addition, I have had a consistent and excellent credit score up until this point. Why would I allow {$15.00} to charge off and change that after many, many years of a strong credit history? 

I explained to SunTrust that they clearly have a flawed system as I have had to repeatedly ask them to close this account over a 2 year period. I also explained that I hadn't received any statements from them stating I owed any money even thought they were able to confirm my current address. They said it was up to me to contact them to ensure the account was closed. As I hadn't received any more statements I assumed the account had finally been closed. They also indicated I should have gone to a branch but there are no SunTrust 's in the midwest. 

I want this delinquency removed from my credit as I feel they are taking advantage of me and improperly handled the request to close and charged this account off.

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