Consumer complaint received 2023-04-11
Company: TRUIST FINANCIAL CORPORATION
State: MO
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Credit monitoring or identity theft protection services
Sub-issue: Billing dispute for services

Complaint:
My auto loan was purchased by SunTrust Bank. While with SunTrust Bank, it was virtually impossible to ever get a hold of any representative or person in regards to my account. At one point, I knew that I would be slightly late on being able to pay my monthly note and I was actually able to get through and speak with someone in regards to the delay and explain the situation. I was told by the individual to just call back and pay on the date that we discussed which was approximately 15 days after my due date. Upon doing so, I made the payment but was contacted shortly thereafter by the bank stating that I was late and inquiring whether I wanted to resolve the debt. I explained to them that although I was late, I did indeed make the payment. I continued making my payments on time for the next couple of months but also continued receiving calls stating that I was delinquent. I then spoke with a manager in regards to why I kept getting the calls and it was explained to me that as I was paying, my payments were being applied to the next month 's payment as opposed to paying the debt in question as paying on a late payment would require me to purchase a money order or send cash through the postal service which I was not aware of, nor willing to do. Shortly thereafter, SunTrust Bank was purchased by Truist Bank where I was much more successful with speaking to Representatives and working with someone on the issue as I was never really able to get a hold of anyone at SunTrust after that point until they were bought out. I put in a dispute with Truist and was told upon completion of the dispute that the report would be removed from my credit history. I believed that the situation was resolved until approximately 1 year later when I attempted to get a loan and was told that it was still on my report. I contacted Truist and informed them that it was never removed as promised and they informed me that they would have to file another dispute. I received a letter later saying that the dispute was denied and nothing would be changed on my credit report. I called back two more times to explain the situation and explain that it was not up for renegotiation, it was just finalizing the initial dispute and removing the mark from my history. I ended up filing a total of three disputes all which were dismissed seemingly without consideration. Upon filing the third dispute, not only did they not remove the report in question, they added two more missed payments to my record that were previously not there. At this point, it's no longer just unethical business practice, it's intentionally malicious and I received it as a clear cut message that if I continue working towards Justice and correct reporting, they will do whatever they want to stop me with no recourse or checks and balances.

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