Consumer complaint received 2023-11-02
Company: TRUIST FINANCIAL CORPORATION
State: NC
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
To : Consumer Financial Protection Bureau From : XXXX XXXX XXXX ( XXXX ), owner XXXX XXXX XXXXXXXX XXXX. 

Subject : Dispute of erroneous reporting to Credit Bureaus about Car Loan, Truist account # XXXX ( SunTrust account # ending in XXXX ) Date : XX/XX/XXXX The Problem In XX/XX/XXXX, SunTrust granted me COVID relief for my car loan which they held prior to its transition to Truist ( see account numbers above ). They extended the COVID relief twice and I began paying again on XX/XX/XXXX, per their instructions. During this time, SunTrust and subsequently Truist, repeatedly tried to collect payment regardless of having granted COVID relief and regardless of my communications with them about their error.

More problematically, they incorrectly reported me as seriously in arrears on the loan for almost a year to all three credit bureaus. 
Once I began making payments again on XX/XX/XXXX, the bank applied the payments retroactively and continued to report me in arrears to the three credit bureaus. Their incorrect history of payment records show me making retroactive payments to the beginning of the COVID relief period rather than beginning again XX/XX/XXXX and moving forward. 
My credit rating that previously had been well over XXXX has been seriously damaged by their incorrect record keeping and reporting which has created difficulties personally and professionally. 
Currently they show late payments of 30-60 days from XXXX XXXX XX/XX/XXXX. 
We understand from XXXX that Truist claims to not find records of the XXXX relief for that period although the Truist branch banker was provided the two documents by whatever Truist department she called. She printed those and gave them to us. They are included in the packet entitled XXXX XXXX XXXX Truist Dispute packet XX/XX/XXXX. 
Truist agreed in XX/XX/XXXX to correct the records and we presumed to acknowledge an error in records so that my incorrect record would not affect my score for 7 years, yet that correction has not occurred and the bank is non-responsive. 
I would like rapid correction of the reports to the credit bureaus. Truist 's error and lack of concern for their errors has caused me serious personal and professional hardship. 



What have I done to date Since summer XXXX when I realized what the problem was, I have attempted numerous times to address the issue with Truist with limited to no success. 
Particularly disappointing is Truists apparent lack of interest in correcting its error. 
More concerning is the incorrect record keeping and my experience that no one spoken to at Truist understands the corporate structure enough to know who or what department is charged with correcting erroneous reporting to the credit bureaus. 
XXXX, XXXX and XXXX show that the erroneous reporting for XXXX of XXXX has been corrected ; however, the report is still incorrectly reporting me in arrears for XXXX XXXX XXXX 
I hope you can facilitate the correction in Truists reporting error so that my credit rating is returned to its prior status. 
Since summer of XXXX, I have done the following with no resolution of the problem Summer of XXXX, I disputed Truists reports to the credit bureaus. There was no follow-up with me from them at all. They closed the disputes, likely because Truist continued to stand by their incorrect records. 

XX/XX/XXXX, following instructions on the XXXX XXXX website in my account, I sent a letter to Truists credit operations in XXXX NC. There was absolutely no follow-up with me from Truist. 

On XX/XX/XXXX, my bookkeeper ( and mother, XXXX XXXX XXXX visited the Truist XXXX branch in XXXX, NC to find out where I should go to get this issue resolved. The banker suggested that I put in a dispute through Truists online dispute process, using the area that identifies the loan as originally coming from SunTrust. This dispute was entered on XX/XX/XXXX. There has been no follow-up with me from this dispute. We resubmitted on the site in XX/XX/XXXX. No result. 

Another visit to the XXXX branch put us in contact with the auto loan collection department and XXXX XXXX who indicated they were not the correct place to correct the reporting, but she was willing to explore for us where to go. She requested that a XXXX form be sent to me so I could give permission for XXXX XXXX to speak with Truist on my behalf since her schedule is more flexible than mine. The form has never arrived. XXXX called me while I was on a call with a client asking that I call in and ask for her. Upon doing that, her colleagues said they were unable to transfer a call. Despite several emails to her asking her to call me, she has not called nor has there been responses to my emails. 

After another visit to the XXXX branch in XXXX, the banker there submitted a complaint on my behalf. I was told I would hear quickly because it was a complaint but there have been no calls or emails. If they have called, there was no message left. 

On XX/XX/XXXX, I emailed and sent the packet that I will include here to XXXX XXXX XXXX Chief Retail and Small Business Banking Officer for Truist. No response. I also attempted to reach other leadership individuals. 

Since XXXX, XXXX, I have spoken with a Client Resolution Specialist / Truist from the Consumer Regulatory & Executive Services Team who assured me that they planned to correct their reporting. 

I have spoken with a member at XXXX who tells me that Truist indicated that they could not find records of the two relevant COVID relief forms although the Truist branch banker was provided the two documents by whatever Truist department she called. She printed those and gave them to us. They are included in the packet entitled XXXX XXXX XXXX Truist Dispute packet XX/XX/XXXX. 

In the attached packet ( XXXX XXXX XXXX Truist Dispute packet XX/XX/XXXX. ) you will find the following : The cover sheet that was included with the XX/XX/XXXX dispute submitted per the bankers advice A copy of the XX/XX/XXXX letter sent to Truist in XXXX, NC The three COVID relief forms, the first beginning XX/XX/XXXX, plus the email from SunTrust acknowledging the request for relief. We can no longer access the secure message from SunTrust. Also included are the extension of relief forms dated early XX/XX/XXXX and then XXXX dated XX/XX/XXXX. 

The extension dated XX/XX/XXXX resulted from the banks misplacement of the original paperwork submitted in XX/XX/XXXX. I was reported in arrears all during this period of COVID relief and beyond to all three credit bureaus because of their incorrect retroactive application of renewed payments combined with their incorrect records. 

SunTrust and subsequently Truist has claimed at various times on the phone to not be able to find the paperwork for the extensions yet the paperwork for the two extensions included herein were emailed to the banker at the XXXX branch in XXXX by Truist on XX/XX/XXXX. 

Images of the credit reports as showing on my account at XXXX XXXX. Please note that they reported me as 60 days ( and also 30 days ) past due for almost a year to all three credit bureaus during the period of COVID relief. You will see evidence of the retroactive application of renewed payment should you look into the payment history attached here. Noted above that some of the incorrect reporting has been corrected but I am still incorrectly reported 30-60 days in arrears for XXXX XXXX XXXX 

A copy of the transaction history with its faulty record received from Truists auto loan collection department. 

An image of the return receipt requested acknowledging the arrival of the dispute to XXXX NC in XXXX, XXXX. 

An image of payment via credit card for amounts they claimed due during COVID relief. 
Other attachments included : Communications to Truist execs Coms to XXXX XXXX Mail XXXX ( this is with the Client Resolution Specialist/Truist ) I ask that Truist notify XXXX, XXXX, and XXXX that the negative reports previously sent to them by Truist were sent in error, and that they should correct their records so that this matter can be resolved as soon as possible. 
Please contact me at XXXX ( copying XXXX ) or at XXXX. You also may speak with my bookkeeper XXXX XXXX at XXXX.

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