Consumer complaint received 2021-04-08
Company: TRUIST FINANCIAL CORPORATION
State: MS
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
XX/XX/XXXX, I was hit head-on by a drunk driver, while I was stopped at a stop sign, headed back to work after my lunch break. The intoxicated driver also fled the scene of the accident. I immediately called the police and had them come out, along with phoning my car insurance company. The officer that arrived typed up the accident report and also helped me get my vehicle towed, because the damage was too extensive to drive it. Witnesses that saw the accident at a nearby convenience store, identified the drunk driver and where she lived, and I sent the police to her home, where they observed her wrecked vehicle, parked, hidden, in the back yard of her home. I was unharmed from the accident, other than bruises from the air bags deploying. After a few weeks, my insurance company notified me that my vehicle was totaled. They gave me the amount that they would pay for the claim, which would leave me owing an additional {$1800.00} to BB & T Bank before the car loan would be paid off. I then phoned BB & T Bank and explained what had happened. I also explained that at that point, now, I would have to purchase another vehicle. The customer service representative was very nice and understanding and told me that due to the situation, I didn't have to be in a hurry to pay off the remaining auto loan balance. However, i still began making several payments over the next few months to pay off the {$1800.00}. By then, people had started mentioning a new virus called COV-19, and the public was beginning to panic about social distancing. My job as an insurance agent became extremely difficult, because I could no longer meet face to face with potential clients. Additionally my main office shut down indefinitely, do to fear of spreading the virus. I began to struggle attempting to pay ALL of my monthly bills, including the remaining balance of the initial {$1800.00}. Next thing I know by XXXX of XXXX, BB & T began to harass me with automated calls and customer service calls stating that I needed to pay the balance. I ended up literally going broke to pay off that balance, but I paid it off, and still maintained my household bills. They never offered any COVID relief to me on the balance. By XX/XX/XXXX I noticed BB & T started reporting negatively on my credit reports. I have been trying, unsuccessfully, ever since to get them to removed the negative information they place on my credit, thinking that they would see the time frame of my struggle, and understand. I've explain my situation several times to their customer service department. It's now XXXX, I paid the balance in early XXXX, and they are still trying to punish me for the next 6-7 years. I disputed the balance several times, because at XXXX point it was incorrect. They kept adding it back to my report, even after it was paid off. Then I wrote a Goodwill letter and explained everything again, and never heard anything back. I even offered to pay for them to delete it. COVID almost caused me financial ruin and BB & T is causing more damage. The negative information that they have placed on my credit report has severely damaged my credit. They LITERALLY are the only account on my credit with negative information on there. I am trying so hard to rebuild myself and my finances since COVID. I would think a large corporation like BB & T Bank would be more sympathetic to consumers due to the devastation that COVID caused our financial economy as a whole. I know I'm a small fish and they are a huge company, but can't they show mercy to people. I struggled financially just like most of the world 's population. This was an extremely unfair business practice of their company. I thought almost every company would offer late payment forgiveness due to the pandemic.

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