Consumer complaint received 2023-01-26
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
I am a XXXX XXXX XXXX female who tried to pay a lump sum of {$5000.00} to principle only through my mortgage equity account online. What transpired was a big mess, the {$5000.00} was not paid off the principle instead some strange method of division was used and then Truist failed to auto collect my regular monthly auto-payments. The first bill I got with not XXXX but XXXX missing payments I called to find out what on earth happened and paid the missing payments that day and assumed the person I spoke with in the bank fixed the problem. Not the case, I now see the missing payments were reported to the credit bureau several months later and XXXX points came off my hard earned XXXX score reducing it unfairly. I am very suspicious about a couple of things, why so long to report to credit bureaus? I feel sure someone from my local Truist bank did this. The bank is Truist at XXXX XXXX XXXX, XXXX XXXX XXXX XXXX. I have spoken to a manager at the bank who agreed paying a lump sum online will not work the way you expect it to, there is nothing on the site to warn us of what a mess would be created by trying to pay your equity line down with Truist. I have called a several times all Truist representatives I spoke with agreed with me this was just not right and they would get it fixed. No one did anything except make it worse. A local manager said she went in and fixed it, so that the lump sum came off the principle, this triggered missing payments by the bank failing to collect the regular auto-payments from my bank, I have never before missed a payment, the Truist website I paid the {$5000.00} to does not indicate you can not pay anything off the principle balance without going to the bank in fact it encourages you to pay off your equity online. My payments are auto deducted which meant the missed payments were not unpaid by me but not collected by Truist in the same way they have been collected since opening the account several years ago. I did not know there were missed payments until I got a bill with not XXXX but XXXX missing payments lumped together even though the previous bill showed nothing was owed, I called and paid them that same day even though I did not understand why paying {$5000.00} off the account could cause nonpayment. I am not sure if this will get anyones attention. I have all the documents showing the mess Truist made after I paid {$5000.00} off my equity loan, the manager at the local bank said you can not make a payment off the principle online, if this is the case the why does the bank offer that online service? I received a letter from Truist Bank Credit Dispute Dept. from XXXX XXXX  after I disputed their report to the Credit Bureau 's which insisted the information was accurately reported, The letter was a standard print off, showing no investigation was ever made. The whole point of the complaint was for them to investigate all the Truist errors in calculating my equity line payment, they did no such investigation. If I had not paid the {$5000.00} off the account this whole thing would not have happened and my credit would have remained intact. I would be so grateful if someone would actually look into what happened and report Truist errors to the Credit Bureaus. If anyone needs back up documents I have all of them.

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