Consumer complaint received 2020-05-10
Company: TRUIST FINANCIAL CORPORATION
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I have had nothing but issues with BBT since Day 1 and they continue to offer zero assistance in resolving this matter. On two separate occasions, I was taken through a process via phone to setup auto-pay since BBTs Mobile & Web App literally offered me no way of being able to set my payments up on auto-pay. However, BOTH TIMES that I was told that auto-pay was setup, they never actually followed through on properly setting up auto-pay, in spite of confirming this with them verbally more than once on both calls! Therefore, when this first happened, I called into Executive Support because I have NEVER had a late payment reported on my credit - literally never one late payment, so I requested that they remove the late payment being reported due to this stemming from a BANK ERROR. BBT agreed to remove the 30 day late payment and I was TOLD that this was submitted to the credit bureaus. Lo & behold, that first 30 day late payment is STILL BEING  REPORTED. 

ADDITIONALLY, I now have a SECOND 30 day late payment being reported for the SAME EXACT REASON, in addition to BBT never properly applying a several hundred dollar retroactive credit for misapplied cash advance interest charges. Not only was I again supposed to be setup on auto-pay ( had to fill out an archaic hand written form and snail mail it back to them - all to just setup auto-pay ), but I should have never had a balance to pay for 2-3 months during that timeframe based on the promised account credit from the erroneous interest charge, which I was told had already been approved, as BBT clearly coded 2 of my card charges incorrectly, as I never took a cash advance. As of today ( XX/XX/2020 ), my account STILL reflects the incorrect interest charges AND I was reported as being 30 days past due AGAIN through no fault of my own. Once I was made aware that BBT had DROPPED THE BALL ONCE AGAIN, I immediately made a payment for the past due balance and 2 additional months in advance since I still wasnt setup on auto-pay. ( Please reference the attached screenshot of my XXXX Personal Checking account reflecting the payment that was immediately made after being made aware of what they failed to again. ) Further, not to sound pretentious, but per the attached screenshot, you can clearly see that my daily average balance was $ XXXX- $ XXXX. What sense does it make that I would deliberately sabotage my credit that I have worked my XXXX off for over a nominal payment of roughly {$140.00} - or ANY amount for that matter! BB & T has the most ridiculously poor customer service that I have ever had the displeasure of being subjected to. To go one step further, I have a $ XXXX auto loan with Truist ( formerly SunTrust/BBT ) that I pay $ XXXX/month on and have never missed a payment out of the 23 months that Ive had my car. My mortgage payment is $ XXXX/month - that has never been late, as well. My husband & I bring home over $ 350k annually - we have ZERO REASON to not make a payment on any of our accounts!! I will seriously hire an attorney if this isnt resolved within 2-4 weeks max &  resolved means removing the two ( 2 ) ridiculously inaccurate 30 day late payments. We are also requesting that our entire BBT card balance be waived due to the amount of time this has wasted for me and the amount of unnecessary stress that BBT has inflicted upon me & my family.

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