Consumer complaint received 2021-07-28
Company: TRUIST FINANCIAL CORPORATION
State: DC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I am writing regarding my mortgage account with SunTrust now Truist. SunTrust has reported to the credit reporting agencies that my account is in forbearance even though I NEVER requested or agreed to forbearance, and I have repeatedly notified SunTrust that I am NOT interested in forbearance and was seeking only a Loan Modification. Please help me ensure that SunTrust immediately removes this Forbearance report from my Credit Report. 

On XXXX I called SunTrust at ( XXXX ) XXXX to request a Loan Modification due financial challenges related to the COVID-19 pandemic. I eventually received the documents and on XXXX, I applied for a Loan Modification. SunTrusts acknowledgement of my application dated XXXX, included a notification that I was approved for a Forbearance Plan. I immediately notified SunTrust by phone and email that I was NOT interested in Forbearance and was seeking only a Loan Modification. At SunTrusts request, I submitted updates to the application and additional documentation on XXXX and XXXX each of which SunTrust acknowledged with notification that I was approved for a Forbearance Plan. I immediately responded to each notification with a phone call that I had NOT requested Forbearance and was seeking a Loan Modification. I also notified SunTrust in writing at XXXX that I had NOT requested and did NOT want Forbearance on XXXX and XXXX. 

On XXXX, I was notified by SunTrust by mail that while my Loan Modification was not approved, I had the option to appeal this decision and that I was being offered a Forbearance Plan instead. I responded immediately by mail appealing the decision and indicating, once again, that I am NOT interested in a temporary Forbearance Plan was seeking a permanent Loan Modification. In a letter dated XXXX, SunTrust notified me that my appeal was denied and that I have 14 days to accept or reject the Forbearance Plan that I had been offered. I responded immediately via email on and XXXX and once again rejected the Forbearance Plan. On XXXX I learned that SunTrust had reported a XXXX balance forbearance plan to all the credit reporting agencies, and that this forbearance was now reflected on my Credit Report. I called SunTrust on XXXX and was advised to call the SunTrust Credit Dispute line at ( XXXX ) XXXX. The first representative hung up on me immediately. The second representative placed me on hold for 74 minutes before hanging up on me. 

I am outraged that SunTrust would report a Forbearance Plan on my Credit Report that I NEVER requested, NEVER consented to and repeatedly indicated that I did NOT want. As a result of, SunTrusts egregious behavior, my credit score may be negatively impacted. I am also outraged that SunTrust has not responded to any of my requests to remove the Forbearance from my Credit Report and has responded instead with silence and stonewalling. Please help me ensure that SunTrust immediately removes this Forbearance report from my Credit Report.

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