Consumer complaint received 2024-02-17 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: TRUIST FINANCIAL CORPORATION
State: MA

Complaint narrative:
LightStream Attention : XXXX XXXX XXXX, Client Resolution Specialist Subject : Urgent Reevaluation and Correction of Erroneously Reported Late Payment Dear XXXX XXXX, I am writing to you once again concerning the persistent issue of a late payment erroneously reported to the credit bureaus, an issue I have brought to your attention on multiple occasions in XXXX, XXXX, XXXX, and XXXX. Despite my efforts to resolve this matter, including engaging in discussions and providing evidence to support my claim, I find myself compelled to address it yet again due to the lack of a satisfactory resolution. 

As previously detailed, the root cause of the disputed late payment was a technical malfunction on your website, which prevented me from modifying my loan terms. Despite my repeated attempts to rectify this through your recommended channels, the problem persisted, leading to the undesired late payment. My requests for your website server records for XX/XX/year>, specifically to demonstrate the functionality of your loan modification feature, have been met with responses that sidestep the core issue. Instead, you provided irrelevant data pertaining to XX/XX/XXXX, a period not in question. 
Further, As of today, XX/XX/XXXX, I am facing further complications ( See Screenshots ). Your portal clearly indicates that I am unable to apply for a loan modification, displaying a message that my payment is past due, despite my account being set up on autopay. This discrepancy is not only perplexing but also deeply concerning, as it suggests a failure in the system that manages payment processing and account status reporting. The implication of such an error is significant, affecting my financial credibility and potentially my credit score. 

This sequence of events prompts me to question whether these ongoing issues are a form of retaliation for my persistent inquiries and efforts to rectify what is clearly an error on LightStreams part, or if it is indicative of broader systemic failures within your website and account management systems. 

Your recent correspondence, while apologetic about your failure to reach out by phone since my initial contact in XXXX last year, does not address the crux of my grievance. The apology, though appreciated, does not rectify the ongoing damage to my credit history resulting from this inaccurate reporting. 

Given these circumstances, I am once again requesting the following : Immediate Correction with Credit Bureaus : That LightStream takes swift action to correct the erroneous late payment report with all relevant credit bureaus, reflecting the true nature of the circumstances that led to the payment issue. 

Provision of Requested Records : The provision of server logs or any other applicable records for XX/XX/year>, explicitly showing the operational status of your loan modification functionality. This information is crucial for substantiating the claim that the fault lies with the website 's functionality and not with user error. 

Documentation to the Contrary : If LightStream maintains that the error does not exist or that the website was fully operational, I request that you provide concrete, reasonable documentation to counter the evidence I have provided, including screenshots of the portal malfunction that I have provided in my previous requests. 

Formal Review of Client Resolution Process : Considering the repeated miscommunications and apparent reluctance to address my concerns adequately, I kindly request a formal review of the handling of my case, with a focus on improving customer service and dispute resolution processes. 

I trust that LightStream values its customers and their financial well-being. Therefore, I am confident in your commitment to resolving this matter promptly and fairly. Please understand that this issue is of great importance to me, as it affects my credit score and, consequently, my financial future. 

Thank you for your immediate attention to this matter. I am eager to resolve this issue amicably and look forward to your swift response. 

Sincerely, XXXX XXXX

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