Consumer complaint received 2017-09-27
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Investigation took more than 30 days
Company: BB&T CORPORATION (IL)

Complaint:
Problem is with BB & T Mortgage reporting negative information to ALL Credit bureaus. 

My mortgage every month is due by XXXX of every month but Im also aware I have time until XXXX of every month to pay my mortgage with BB & T Mortgage. 
On XXXX of XXXX XXXX, I have made a call to the customer service number of BB & T XXXX have informed them I have few unexpected medical incidents ( XXXX attack / anaphylaxis attack XXXX & almost had been charged {$3200.00} in deductible for ambulance & XXXX XXXX bills. 
The medical bills were unexpected & the hospital ended up charging me since Im responsible for my own deductible for the XXXX XXXX XXXX fees. When I have called in on XXXX of XXXX of XXXX, I have explained my situation to the BB & T associate that I have these unexpected medical bills fallen on me but I do also intend to pay my mortgage for that month XXXX & asked some time so I can keep my life back on track with all these bills. The purpose of the call was to let the associate know and find out if there are any internal payment arrangements or payment deferred plans, loan modification or mitigation options within BB & T so I could internally work with bank company and make some Internal arrangements to sort out all these unexpected bills & to agree on making a payment arrangement with BB & T and pay the mortgage for the month of XXXX. 
The BB & T associate has n't mentioned any of the knowledgeable options and only kept on mentioning that if I do n't make the payment within 30 days i.e ' by XXXX XXXX, I would be reported as 'Late ' to the credit bureaus.I 'm new to the mortgage verbiage & since the associate failed to mention any of these payment arrangement options I felt the only option available is 'I must make the payment by XXXX of XXXX ' & no other payment deferred plans available '. 

Because of this misinformation, I have then mentioned to BB & T associate I will try to make the payment by XXXX of the month but in case If payment is delayed by XXXX or 5 days, I requested not to report 'Late ' to the credit bureaus. 
The BB & T representative reviewed my account & mentioned I have never been late ; my account is in a good standing & said it is XXXX & I can go ahead & pay it off in next few days & gave a nod of the additional time I have asked. 

Accordingly, I have paid the payment that was due in XXXX ; I have paid the amount on XXXX of XXXX XXXX. The same day XXXX have been notified by my credit bureau via email that BB & T has flagged my account with negative / derogatory information with being 30 days late. I was not aware even for a second or anticipated BB & T would flag my account in this manner without my knowledge since I have called in on XXXX of XXXX seeking additional XXXX & also got the positive nod from the associate. Had I known this would happen, I would have made every attempt to make the payments on XXXX of XXXX itself so my credit would not be impacted in this way.Had the BB & T associate provided me guidance on all the payment options available, payment modifications available, payment deferments available within BB & T, entire situation could have been avoided. The BB & T associate failed to provide me all the options, it is due to the associate 's lack of knowledge today my credit is impacted in a very negative way with Late fee. Hence, It is purely BB & T 's associates lack of knowledge of all the payment plans available. I 'm disputing this flagging on my account & request you to clear my account since it is an error on BB & T end. 
I have spoken to BB & T XXXX XXXX department recently, I was surprised to learn there are so many internal payment deferment plans available that the associate failed to explain to me. 

I spent hours on phone calling credit bureaus & learned that my credit rating has been adversely affected because of all this & that Experian has reduced my points by XXXX points. I have never had a single late payment nor derogatory flag in last 33 years. I mean zero flagging on my accounts so far & this is the first negative flagging ever. I explained my situation to the BB & T XXXX XXXX they FAILED TO CORRECT MY CREDIT REPORT & AS BEING XXXX days late ' for XXXX XXXX XXXX BB & T several times to correct my report but they failed to do so. Experian said the request has to come from BB & T to correct negative information on report, only then they can correct my report. BB & T is not sending a request to bureaus to 'correct ' MY INFORMATION. 

I request you to please consider this request & ask BB & T to deflag the negative information or update OR remove the late fee payment flag from all credit bureaus. I will assure you this will not be the case of late payments moving forward. please contact BB & T seeking them to update or correct my late fee reported to credit bureaus since it is an error on BB & T 's associate end, they failed to provide me all the options, it is due to the associate 's lack of knowledge that my credit is impacted & need to be corrected. 
XXXX of XXXX payment needs to be corrected.

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