Consumer complaint received 2020-09-23
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
Company: TRUIST FINANCIAL CORPORATION
State: TX
Tags: Servicemember

Complaint:
I've been working on my credit for a couple of months now because I plan on using my certificate of eligibility from VA to purchase my first home. Once I received my initial credit reports that I requested, I noticed that Regional Acceptance ( previous lender ) had charged off the balance of my car loan. I've tried using the dispute process at no avail. My car was originally totaled out by XXXX XXXX XXXX bank back in XX/XX/XXXX. At the time my XXXX XXXX was determined a total loss I owed {$20000.00}. XXXX determined the value at the time of loss was {$10000.00}. This left a hefty balance of {$10000.00}, however I wasn't concerned because I had purchased GAP insurance at the time of my car purchase that covered a maximum of 150 % in case of total loss and I also purchased an extended warranty. XXXX paid their portion. I filed a claim with XX/XX/XXXX, XXXX XX/XX/XXXX for my GAP claim and also reached out to XXXX XXXX ( where I purchased the car ) to file a claim for the refund of my extended warranty. After a couple of weeks, Classic ( GAP ) had sent documents on how much they were sending a check out for ( {$7300.00} ) leaving still a remaining balance of {$2700.00} however, this included an " in house estimate '' for my extended warranty. Upon reaching out to XX/XX/XXXX customer service I was informed that once Regional Acceptance received the actual amount from the extended warranty if their estimate was incorrect, contact them back and they would pay the difference. In the end, the initial " in house estimate '' was incorrect. I reached back out to XXXX and they ask that I request a copy of the check sent from the extended warranty or payment leger proving how much was actually paid so they could adjust the payment and send out a check for the balance. I reached out to Regional Acceptance on several occasions to get this documentation so my balance could be cleared. The last person I spoke with was XXXX XXXX a loan administrator for Regional Acceptance who initial contacted me about setting up a payment plan for the balance. I informed her of the issue I was having surrounding the balance. I was told that she would submit a request for the information I was requesting and I never heard anything back. I reached out again recently and left a message explaining the urgency and I still have yet to hear back from the company. It is unfair that I now have a malicious charge off on my credit report that I did not deserve. This is negatively affecting my purchasing power for my first home. I did everything I could do to insure this company got their money and they dropped the ball. I should not be punished because they did not do their job. A simple copy of the warranty check would have resolved the issue in its entirety. Your assistance in this matter is greatly appreciated.

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