Consumer complaint received 2022-02-07
Company: TRUIST FINANCIAL CORPORATION
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
In XXXX, I was showing a '30 day late payment ' on my credit report for the month of XXXX for my auto loan. On XX/XX/XXXX at XXXX, I called into Regional Acceptance and spoke with a representative. I stated payment had been made and wanted to clarify the late status would be removed from my credit report. She assured my my account was current and the remark would be removed. 
Fast forward to XX/XX/XXXX, the late payment status had not been updated. I called in to Regional Acceptance again on XX/XX/XXXX at XXXX. The representative I spoke with that day, said I was misinformed on the prior call and that my account was not current. I went over the prior conversation with the representative and explained to her that I wanted to do an extension or whatever needed to be done to bring my account current and have the late status taken off of my credit report. She processed a payment of {$25.00} to cycle through and assured me many times that my account was not only now current, but my credit would be updated to show that, as well. I asked over and over for her to clarify my credit would no longer show '30 days late ' for XXXX, which she did. 
Now here it is XX/XX/XXXX, and my credit is still not updated. On XX/XX/XXXX at XXXX, I called once again. I spent 33 minutes on the phone. The first representative said the information I received previously was incorrect and they were unable to remove the late status from my credit report. She confirmed my account is current, but was unable to remove it. I asked her to pull the call from XXXX so she could hear the conversation from that day. She said she could not, and would transfer me to a branch. I spoke with a man there, who had to put me on hold twice, for minutes each time. I repeated the situation to him and he also said I had been misinformed and they could not remove the late status. I asked him if we could do an extension or whatever needs to be done for XXXX to be current. He said we can't do an extension because my account is current, which is what I had been explaining all along. He, as well as the lady before him, seemed very confused on my account. He supposedly is unable to pull the call from XXXX and said he would message the manager of the lady who " gave me the wrong information, '' and have her contact me. He said there was no way my credit would be updated. I asked him how I could receive copies of the recorded calls and he said he's unable to provide them and can't locate them himself. 
I received different information from three different people over the last two months. If the first representative had been correct, there's no way my account could have been 30 days late. I have tried for two months to fix this issue, while being given the run around by Regional Acceptance. I want the calls from XX/XX/XXXX and XX/XX/XXXX reviewed by someone higher up in the company and I was the '30 day late ' status from XXXX removed 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