Consumer complaint received 2021-01-11
Company: TRUIST FINANCIAL CORPORATION
State: MN
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:
We have been trying to refinance our existing loan with BB & T since late XXXX XXXX with XXXX XXXX. We kept BB & T advised of this because we were advised to discontinue our mortgage payments by XXXX since our loan would be closing quickly. I tried to get copies of the recordings from XXXX to evidence this, but they refused to provide. BB & T said they would note our account but did not advise us that we would be reported as delinquent, which I believe they are required to do on each call we had with them. I also tried to get copies of calls from BB & T as evidence, but they refused to provide. In a call with BB & T and XXXX in XXXX, I, once again, explained that we were being told not to pay the mortgage and both XXXX and BB & T representatives on the call gave the impression that there was no problem and our loan application would not be impacted. The BB & T gentleman made no attempt to explain that we would be reported as late. When it became obvious in XXXX that the loan was not going to close before the XXXX payment was considered late, I sent a payment to BB & T using EFT on XX/XX/XXXX for {$5800.00} which I thought would cover XXXX payments, as well as {$260.00} in late fees. This payment was returned to me by BB & T on XX/XX/XXXX. I called BB & T to understand why it was returned and was told it was because there was an active payoff quote on the loan, which already included the XXXX payment amounts. I took this to mean the load was going to close imminently and followed up with XXXX. XXXX indicated they were going to decline the loan because BB & T was reporting us 90 days past due for XXXX. I called BB & T back on XX/XX/XXXX ( spoke with an " XXXX '' ) and learned the XXXX payment was returned because it was {$61.00} short due to a payment increase in XXXX. They payment in XXXX was more than enough to cover the principal due on the loan ; however, it would have been short the full amount of the late fees. I believe this to be a violation of law. On XX/XX/XXXX, I authorized BB & T to draft a payment of {$5800.00} from my account, which included the {$61.00}. I was told it would post overnight and that I would not be reported to the credit bureaus. On XX/XX/XXXX, I called BB & T again ( XXXX ) and was told that only the XXXX principal had been applied ( {$1800.00} ) and the rest was sitting in a suspense account. I asked why it hadn't been applied to XXXX and XXXX and was told it needed to be specifically requested. I requested it be moved and asked about credit reporting. I was again told it would not be an issue. I feel this is another violation of law in that the payments were not immediately applied which resulted in another derogatory entry on my credit report. Due to the reporting done by BB & T , XXXX has now declined our loan. Please note, prior to this, we had been on time for the prior 24 months. 

I want it known that my complaint also concerns the misleading practices of XXXX. Ms. XXXX should never have suggested we not pay our Mortgage and Mr. XXXX should have been immediately upfront about the length of time it would take to close the loan. Both parties should have continued to stress the need to keep the loan current throughout the process.

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