Consumer complaint received 2019-09-06
Company: BB&T CORPORATION
State: NC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
A payment toward my auto loan in the amount of {$620.00} was made on XX/XX/19 ; I received the attached confirmation e-mail. I then received an email on XX/XX/19 ( also attached ) which showed my account was in good standing. Unfortunately, my checking account number was incorrectly auto-populated via the BB & T online payment platform ( I do not, and have not previously, manually entered this number ). This resulted in return of payment on XX/XX/19. 

I did not receive notification from BB & T that my payment was returned. The national customer service line stated a call was placed to a ( XXXX ) number to alert me, however, I do not ( and have never had ) a number with that area code and, if a number with that area code was associated with my account it too was in BB & Ts error. Had I received notification that my payment did not process successfully I would have immediately rectified this, and have not had prior returned payments before. 

Consequently, BB & T reported this as a delinquent account to the main credit agencies and my credit score declined 80 points. This occurred while I have been attempting to obtain a mortgage to purchase a home via a physician loan ( requiring a credit score over 700-720 ). I immediately notified BB & T, completed payment, and filed disputes with the main credit agencies. 

In discussion with BB & T, they agreed I had made every possible attempt to pay my bill in a timely manner and were unable to explain the error in my account number. They had assigned an individual ( XXXX XXXX ) in their credit department to notify the credit agencies that my account was not delinquent who did not do this. Numerous representatives from BB & T have acknowledged over the phone to me that their system may have been at fault. 

BB & T has now notified me that they will not proceed with doing this ; leaving my credit ruined. They have claimed they notified me by phone ( at an incorrect number belonging to another customer which I did not input to my account ) and by mail ( in a letter mailed on the same day they reported to the credit agencies initially, guaranteeing I had no recourse to dispute the matter beforehand ). They have further refused to allow me to speak to anyone in their credit department to gain clarification regarding why they are now refusing to honor their agreement to remedy the situation, nor to provide me with any next steps I can take to resolve the matter. 

I have lost significant time from work trying to rectify this issue, have had to pay for temporary housing which I have now had to extend, and have missed the opportunity to secure a mortgage to purchase a property. I have been given numerous incorrect answers, contradictory updates, and stonewalling by various BB & T representatives both nationally and locally. And I have previously experienced numerous IT failures with the BB & T online banking system which, evidently, have gone uncorrected.

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