Consumer complaint received 2019-05-22
Company: SUNTRUST BANKS, INC.
State: AL
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:
Full written timeline and statement in attachments. 

Started XX/XX/XXXX, found out SunTrust still had auto loan listed as {$310.00} balance owed. Called that day and spoke to 'Recovery ' department. They told me it needed to be paid in full to come off of my credit report. I offered to pay them in full. The gentleman then stated they would take settlement of {$200.00} to close account. I paid {$200.00} in XX/XX/XXXX, bought a new car and went on with my life. 

XX/XX/XXXX, found out this account was STILL on my credit report and STILL showing balance of {$310.00}. Called SunTrust and spoke to loan servicing department, they had no record of any payments being made. Transferred me to 'Dispute ' department. They stated they could not help me because they can not see the account on their end. Transferred me to 'Recovery ' department ( again ). Spoke to XXXX. She stated, yes, she could see the {$200.00} payment made in XX/XX/XXXX. Then proceeded to tell me that did not settle the account and we were given " misinformation '' about that. So, like good citizens, we paid the remaining {$110.00} XX/XX/XXXX and CLOSED this account with a XXXX balance. 

Sent in multiple written requests for this to be updated as XXXX and CLOSED, but XX/XX/XXXX and it was updated again after my fourth written dispute showing " reporting is correct '' and letter from XXXX, XXXX and XXXX stating " creditor verified account is being reported accurately ''. 

All 3 credit bureaus and the original creditor, SunTrust have been provided with multitudes of documents showing this account is : 1- completely paid in full 2- aged out as of XXXX Multiple written requests sent to original creditor to supply consumer with their own records to verify and validate this with credit bureaus, but original creditor has refused to send consumer account transcript with line item account details from beginning of account open date to present. 

Recorded ( by SunTrust and myself ) phone call with XXXX, in 'Recovery ', on XX/XX/XXXX, will validate my fifth attempt to obtain documentation showing age of this is past 7 years from first date of delinquency. XXXX, on XX/XX/XXXX, stated she was sending me via mail the documents I requested in a written statement. She stated they would be in my mailbox in 5-7 business days. I still have not received these documents and I called again today. No information. Finally received one letter stating account was paid off ... .but no date of any payments and dated for XX/XX/XXXX and there were NO PAYMENTS MADE IN XX/XX/XXXX!!!! Account has been reported wrong for over 3 years and no one wants to do anything about it at all. This is a legal nightmare! And I have all of the certified mail receipts to prove it. 

When I file disputes with the credit bureaus there is no actual investigation done. I have provided them with proof that I have requested documents and sent a letter showing this account is PAID OFF, but to no avail. I am at my wits end with this mess! 

The bureaus simply forward the dispute electronically to the SunTrust Dispute Dept and they simply answer " reported accurately ''. The End. 

What everyone does not realize is that the DISPUTE DEPARTMENT at SUNTRUST DOES NOT HAVE MY LOAN INFO!!!! I have verified this via phone on numerous occasions. They MUST GO THROUGH ANOTHER DEPARTMENT! And even then getting someone to get what you request and have a legal right to is not going to happen ever!!!

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 non-monetary relief