Consumer complaint received 2022-06-19
Company: TRUIST FINANCIAL CORPORATION
State: OH
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:
In XX/XX/2022 I purchased a XXXX dump trailer for my business. I put down money and financed the rest through sheffield financial, also known as truist bank. 

Around the time I knew my first payment was due ( 30 days from purchase ) I logged onto my sheffield account to pay online, which is what I do for several other loans all financed through sheffield. Once I logged on I found no signs of my new loan or the ability to pay it. Every other time I've got a new loan through sheffield it would automatically populate in my account so I could pay online. 

Since it was not showing up I called sheffield customer service. From there I explained my situation and they were happy to look up my loan for me using my social. They could not find anything. I gave them my social, business EIN, address, phone number. Basically everything that would be associated with a loan of any kind was provided and they could not find a loan for a trailer ever having been financed through them to me. My other loans both paid off and still open popped up but not this one. I even called the dealer who sold me the trailer and confirmed with him that it was indeed financed through sheffield and he said yes and was paid same day by them. 

Knowing better than to assume I had just got a free trailer I kept calling over the course of the next few months. Everytime it was the same thing. No loan could be found with any info I gave them for a trailer I purchased in XXXX. 

XXXX rolled around and I am very worried that this is all going to come crashing down on me and my credit at some point, but no matter what I did or who I called or what I provided, they could not find this loan. 

I ended up calling and speaking with a loan officer through sheffield financial. I'm not sure if he put in some extra effort that the other customer service agents had not been, or if he has a different system he's able to look at, but he ended up finding the loan. He told me that in all his years working there he has never seen this happen. Apparently on sheffields end, someone had keyed in some wrong information and to my understanding it dealt with my social. He said usually these things are caught and fixed instantly. So since he's never seen this happen he had to get my email address so he could talk to his supervisors and get back to me on what we needed to do. 

I get an email back and he says all I need to do is make a payment for all the months I couldn't pay due to this error and all would be resolved. I made sure I asked him what I need to do if this starts reporting to my credit as delinquent since it was an error in sheffields part, which he openly admitted. He told me it should be no problem to get it removed if it did happen but that it shouldn't. 

Here is where the real problem lies. After he fixed the error, the loan shows up in my sheffield account and I make 3 payments to get my account current. My next payment dare is not due till XX/XX/XXXX. But immediately after fixing my social in their system, they started reporting my acc as delinquent to XXXX. This has dropped my account XXXX points while I'm in the process of purchasing a home for myself and my young family. You can imagine my dismay. 

I've spent the last 3 weeks fighting sheffield and disputing with XXXX these delinquencies to no avail. Everytime I call sheffield and speak to customer service they can see the paper trail of notes in account showing this whole process play out and always agree that this was a system error therefore should be removed from my credit. Everytime I dispute with XXXX it comes back that sheffield will not stop reporting this. 

I've spoke to one supervisor in collections department at sheffield and she told me she was not the supervisor who could do anything, but that I needed to talk to ANOTHER supervisor in a different department. She reached out to that supervisor who was unable to speak at the moment but promised me she Gave her my info and that she would call me next day. That was almost a week ago. No call, no email, nothing. I've tried calling back to talk to that first supervisor again but she will not speak to me and refused to give me her direct contact info the first time. 

These automated systems and uncaring employees are playing with people 's lives here. This was a system error. I had no control over not being able to make these first few payments. I have done around XXXX in business with sheffield over the last few years. Never had a problem, never missed a payment. But now, no one can be bothered to help me. It makes me sick. I will be pursuing every single legal and public option I have disposal to to bring light to this. As I said I am in the process of purchasing a home and this has dropped my credit score XXXX points. 

Please be wary of doing business with these people. I've looked then up on XXXX  and they habe complaint after complaint about the same things.

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