Consumer complaint received 2020-09-17
Company: TRUIST FINANCIAL CORPORATION
State: KS
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:
I was in the hospital for 6 months in XXXX being treated for endocarditis. I was in a coma for the first month and a half, then on a ventilator for the next four months. During that time, I lost my job teaching online for Education to Go because I could not answer student questions every day per my contract. After I got out of the hospital, I tried to find work, but so far, I haven't been successful. 

On XX/XX/XXXX due to depleted reserves and ongoing medical and other bills, I filed Chapter XXXX bankruptcy. My bankruptcy lawyer was obligated to list my mortgage with BB & T in my bankruptcy. In the filing, she made it clear that my mortgage was NOT included in the list of debts that I was seeking to have excused. 

On XX/XX/XXXX, my lawyer told me that BB & T filed a claim in my case but had indicated that I was current on my payments. 

On XX/XX/XXXX, XXXX  reported that BB & T had reported that I had listed them as an account I could not pay in my bankruptcy and the amount I owed as XXXX. Both things are untrue. My bankruptcy lawyer suggested that I call BB & T and file a dispute with XXXX  if I did not receive a satisfactory answer from BB & T. My calls to BB & T were directed to a voice mail and no one ever returned them, so I filed a dispute with XXXX. 

XXXX  sent me an email on XX/XX/XXXX saying they had investigated the information I disputed and updated my credit report to say that my account with BB & T was included in a bankruptcy. They removed the notation that BB & T had said I had said that theirs was an account I could not pay. 

XXXX days later, on XX/XX/XXXX, XXXX reported that BB & T reported that I was delinquent on my payments to them. I knew this was not true so I called BB & T. The customer service representative I spoke to verified that my records with them show that I have NEVER missed a payment or even been delinquent the entire time that Ive been doing business with them ( since XX/XX/XXXX ). 

So I filed another dispute with XXXX telling them the report that my account with BB & T had been delinquent was incorrect, that I had confirmed this with BB & T, and asked them to correct it. 

On XX/XX/XXXX, I received an email from XXXX that my dispute investigation results were ready. I logged in to my XXXX account from the link provided in the email, but when I tried to see my depute results, I received a message that that page was not available. Ive attempted several times to see this, and each time is the same. 
Meanwhile, XXXX  is still reporting that I am delinquent on my payments to BB & T. 

My complaint is two-fold : BB & T has reported inaccurate information twice about my account, and the inaccurate information about me being delinquent is still showing up on XXXX. This needs to be corrected. 

Related to this is a question. I would like to learn what I need to do for BB & T to start reporting the true status of my account with the credit bureaus. Currently, they are reporting that my account is closed and my balance is " XXXX, '' both inaccurate. 

My second complaint is with XXXX. I am unable to see the results of their investigation due to a problem with their website that has not been corrected from XX/XX/XXXX until now. I have not been able to find out who to contact about this. 

Can you help? Thank you.

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