Consumer complaint received 2020-07-24
Company: TRUIST FINANCIAL CORPORATION
State: TX
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:
We submitted the forbearance application on XX/XX/2020 because I became unemployed for a period of time due to COVID 19. We received a package back from Sun Trust with documents to sign and return. We did not return the documents because we were under the impression that if we signed the documents, our loan would be placed in forbearance and we had decided that it would not be necessary for us to place our loan in forbearance. 
We attempted to call the loss mitigation department of SunTrust Mortgage several times between XX/XX/2020 XX/XX/2020. We were sent a letter that had the name and contact information for our home preservation specialist within SunTrust. I was placed on hold for up to 8 hours a day, several days in a row and when I finally got through to the client representatives voicemail, it was full and my call was disconnected. 
We emailed XXXX XXXX on XX/XX/2020, stating that we had attempted to contact him via telephone numerous times but had not been able to get through. We stated in this email that we did not want to be in the forbearance program. We also stated that we had mailed in our payment for XXXX but it still not yet been processed. Our online access to pay our mortgage was no longer available and we were directed to call the loss mitigation department. 
We spoke with a lady in XXXX that stated our online access would be restored in 2 days and that every single loan that SunTrust had was placed in forbearance. We were assured that no late charges or penalties would apply to our loan during this time. 
We spoke with another customer service representative on XX/XX/XXXX and were once again reassured there were no late fees or penalties and that we were still in forbearance. We made the XXXX and XXXX loan payments via phone at this time. We again stated we would like to be out of forbearance and were told it could take weeks and someone would contact us. 
We then started the refinance process and were informed that SunTrust had reported a delinquent payment to the credit bureau and my credit score decreased 100+ points. I am currently not eligible to refinance and take advantage of the current rates because of the misinformation and lack of communication on behalf of SunTrust. We were told by XXXX XXXX with Sun Trust on XX/XX/XXXX that they had to pull in people from other departments to handle the volume of calls they were receiving and that their employees could have given us wrong information. 
We contacted Sun Trusts credit department and they have told us it will be 30 days to investigate the issue. We are requesting the delinquent report be absolved and the credit score to be restored so that we may move forward with the refinancing of our home.

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