Consumer complaint received 2021-07-01
Company: TRUIST FINANCIAL CORPORATION
State: MD
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
Update as of XX/XX/XXXX I have filed complaints with Suntrust three times to address this issue, but they are stating that the information is accurately reflected on my credit report since their system indicates that the XXXX payment was made on XX/XX/XXXX. I have requested three times to have a manger call me to address this issue and I have yet to receive a call back from a manager. 
The reason the payment was posted on XX/XX/XXXX and not during the month of XXXX was due to decisions made by Suntrust in when to process my payments. Furthermore, Suntrust made significant mistakes when setting up my account and providing documentation which resulted in my not being properly informed of the situation in order to help them address it. 
Here are the facts : 1. When Suntrust set up my loan, they : a. Did not include the phone number ( cell ) and email address which were provided for contact purposes b. Did not set up my profile correctly so my mortgage information would not display within my already existing Suntrust account.

2. Suntrust received multiple payments from me within the months of XXXX and XXXX which could have been applied to the payment due in XXXX. Instead of applying those payments in XXXX, Suntrust sat on those payments and waited until I had enough in my account to cover both XXXX and XXXX prior to applying the payments. If the {$4800.00} which was in their possession by XX/XX/XXXX was applied to the payment due, I would not have been marked as late on my credit report. This processing error dropped my rating by XXXX points from about XXXX XXXX excellent ) to about XXXX XXXX poor ). 
3. Suntrusts argument is that they tried to get in touch with me to find out what to do with my money and so therefore they did their due diligence and hold no fault. I received no phone calls, I received no text messages, and I received no emails about this situation. I did not find out they did not have my correct contact info until I reached out to them on XX/XX/XXXX. 
4. Suntrust sent me a form letter in the mail which stated that I did not pay my mortgage. I immediately checked my bank account and saw that the money was removed from my account as expected and believed the letter was sent in error.

5. According to them, they also tried to reach me on a phone number which I did not provide and which I do not have access to. It is an office desk phone, but I work from home, and I did not have access to that number until XX/XX/XXXX when my company started forwarding desk calls to XXXX Teams. 
6. According to the last letter received from Suntrust, they : a. Received {$2400.00} on XX/XX/XXXX and put that money into suspension since it was less than what was due b. Received {$2400.00} on XX/XX/XXXX and put that money into suspension since it was less than what was due XXXX XXXX {$300.00} on XX/XX/XXXX and put that money into suspension then distributed money to pay the XXXX bill d. My question is, why did they have to wait until receiving the {$300.00} on XX/XX/XXXX to pay the XXXX billwhy did they not pay the bill on XX/XX/XXXX when they had more than enough funds to cover my XXXX payment? 
7. My argument is, there were a number of things Suntrust should have done to prevent or address this situation a. This situation would not have occurred if they had added my email address and cell phone number to my account as expected and contacted me via the methods that were provided b. This situation would not have occurred if they had set up my profile correctly so I could see the mortgage information in my Suntrust account XXXX This situation would not have occurred if they had returned the money to my bank account that was not enough to cover my bill d. This situation would not have occurred if they had applied some of the {$4800.00} they had received by XX/XX/XXXX to my XXXX payment while it was still within XXXX. 
In conclusion, Suntrust did not properly contact me, they provided incorrect documentation, and they did not handle my payments in a timely manner in order to avoid a late rating. Suntrusts actions created this situation and they need to fix it. 
I have requested three times to have a manger call me to address this issue and I have yet to receive a call back from a manager. Please help me get in touch with whoever I need to speak to who will have the ability to understand and address this situation. 
Thanks!

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