Consumer complaint received 2018-02-04
Company: SUNTRUST BANKS, INC.
State: TX
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 lost 2 cars in the hurricane. One car was linked to XXXX XXXX XXXX XXXX in XXXX and one car was linked to Sun Trust Bank in Virginia. Shortly after the hurricane, my insurance company told me to replace the cars and that everything was fine. I replaced the cars at XXXX XXXX XXXX in XXXX on XX/XX/XXXX and they assured me that my insurance and their gap insurance had everything covered on the flooded cars. I thought nothing else of the situation for over a month. I tried to lease a house in mid XX/XX/XXXX and the credit showed that was late on payments to Sun Trust and XXXX XXXX XXXX XXXX. I was shocked. I called my insurance company and they said that the agent on my case had moved back to Georgia and they would take care of the problem. I have a voice from my second agent who said the problem was taken care of. I immediately called both banks and explained to them that this was a surprise to me and the insurance companies would correct. They thanked me for communicating. However ... .Sun Trust continued with letters and phone calls and reports to the credit bureau. XXXX XXXX kept reporting to me that my score was dropping due to reports by Sun Trust Bank. I again called my insurance and the Sun Trust explaining the situation. My insurance company put another agent on my case who actually got things done. At no time did Sun Trust advise me to make payments while this process was going on. They said they understood. Yet they continued to report delinquency which I was told was illegal when dealing with XXXX hurricane victims. In XX/XX/XXXX, my insurance company paid the majority balance ( XXXX ) for each of the flooded cars. Gap insurance was to pay the rest. I called both banks to make sure that they got the checks. The gap insurance people were backlogged and it took more time for them to pay off the two cars. The last car for Sun Trust was paid off on XX/XX/XXXX. I continued to be in contact with this bank. During that time, I tried to close on a house. The closing ( still going on ) was continued on these two cars being paid off. When they were paid off it showed that I had a history of delinquency. They wouldn't let me close unless both banks sent letters admitting an error in reporting my late payments. XXXX XXXX immediately sent one. Sun Trust refused. We had a conference call on Friday, XX/XX/XXXX begging them to send a letter admitting that they prematurely reported my delinquency. They refused. We talked to 8 different people for two hours and they would not. They said I should have made payments during the process yet they never instructed me to do so. We also had a conference call on XX/XX/XXXX with the credit bureau in which the credit bureau made it clear that hurricane cases were not to be reported. The people at Sun Trust said they were aware of that yet they had been reporting late payments since XX/XX/XXXX. My credit score has been ruined. It went from XXXX to XXXX. More than likely there will be no house unless this matter is solved quickly. I am not a guy who is late on payments, especially with cars. I am a victim of disorganized insurance companies ( they apologized for that on voice mails ) and a bank who didn't realize that I had done everything to address the flooded cars.

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