Consumer complaint received 2019-03-24
Company: SUNTRUST BANKS, INC.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
With the assistance of CFPB, we recently resolved CFPB complaint XXXX involving SunTrust Bank, XXXX, XXXX. On XX/XX/XXXX our mortgage banker for a new property acquisition informed us that one of the credit reporting agencies, XXXX, has not updated the inaccurate report. Please see the attached documents that verify the resolution and assistance by XXXX XXXX XXXX  who made the online payment on our behalf in a timely manner. 

To attempt to resolve the issue ourselves, at least ten phone calls were made to SunTrust Bank and XXXX  on XX/XX/XXXX and XX/XX/XXXX. Each of these phone calls resulted in contradictory advice about how to resolve this issue. In summary, each entity : SunTrust Bank ( creditor ) and XXXX ( reporter ) stated that the other entity was responsible for this error and would need to contact the other to resolve it. At one point, XXXX suggested that a conference call with SunTrust Bank would help take care of this issue. When SunTrust Bank was contacted, they were unwilling to have a conference call and no supervisor was willing to provide an employee identification # concerning this denial of service. 

[ Please note : it was suggested to us that we request a United States supervisor of SunTrust Bank. This indicates that they are using an offshore customer service provider. While this is standard practice, it is the best explanation for SunTrust Banks refusal to address the issue we are attempting to address. We were not successful at reaching a United States supervisor who was willing or able to assist us re : this matter. ] As this dispute directly relates to the closed Consumer Finance Protection Bureau [ CFPB ] complaint listed above, we request CFPB intervene again on our behalf. There is apparently a phone number, not available to the consumer, that needs to called to directly address the correction according to XXXX, yet SunTrust is unwilling to, or their customer service is unable to, access this confidential phone number. XXXX assures us that they have this number as one of their account creditors.

We are now involved in a time-sensitive issue ; we are attempting to close on a new property acquisition and our contractual agreement is off by {$25000.00} due to this reporting error on our XXXX Credit Report. This was communicated to us on Thursday, XX/XX/XXXX, when we were informed by our pending new mortgage lender that the XXXX report has not been corrected to reflect the resolution supported by the attached documentation. We may have to begin the loan process over or lose the opportunity altogether, which may lead to accelerated liability if we are denied this transaction because of a lack of compliance and reporting accuracy on the part of SunTrust Bank and XXXX respectively. Please help us fully expedite this dispute resolution. 

[ Please note : there is an additional minor dispute already filed with XXXX at this time. During one of the many calls to XXXX, my wife learned that her last name is spelled incorrectly and her birth date is incorrect as well. Do not confuse this current XXXX dispute with the complaint we are addressing here. ] Finally, once this is resolved, may we also be assured that any and all references to disputes of our credit reports involving all three reporting agencies are removed from our credit reports? We do not wish to have them listing an existing dispute. This may lead to inferences made that we are attempting to manipulate the system in the process of correcting the error SunTrust Bank originated back in XXXX of XXXX. We made every payment to SunTrust Mortgage as agreed or paid more than was due on the monthly installment over the entire loan agreement. And we wish to thank [ CFPB ] for your support to correct this problem.

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 non-monetary relief