Consumer complaint received 2024-01-26 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
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: CO

Complaint narrative:
Covid Cares Act Deferment : Each Lender Letter from Fannie Mae has revisions. Appears half Truist knows these changes half does not. This deferment differs from traditional deferment in that the deferred amount is considered additional principal and monies can be applied to this at any time and any amount. The additional amount is to be applied immediately not refused and no minimum is required and a lump sum can not be demanded. Unlike other lump sum agreements that refuse partial payments and must be paid in 1 lump sum this is not the case with a Cares Act Deferment. Also unlike a traditional the remaining balance is not due til the maturity date of loan. Traditional ones the end of loan is when its Re-Fi, Sold or principal balance is paid. If principal balance paid 4 months early then that lump sum is due at that time. That is NOT the case w the cares act if your interest bearing principal is paid it then continues on with the additional nonintrest principal all things same until maturity of loan. Then at that time remainder due. 
Their computer system stopped my auto pay in XX/XX/XXXX since my original principal was apx XXXX. I tried to pay but online system would not take it. I called customer service to process payment they could not. My loan was not over til XX/XX/XXXX. They stated I did not have to pay additional principal til XX/XX/XXXX but I had to pay it all at once. I asked to please apply funds to remaining on org principal so I didnt get late or bad credit. I was assured this would not happen and they even mailed me a gift card. But I do I get a late fee and I call and they try and process payment but it wont let them. They take off late fee and say it wont be reported and Im fine. I decide to send check in mail. They return it to me saying they dont take partial payments. I get another late fee.. and it is reported. I learn this because my insurance agent raised my premiums and my credit cards lowered my credit and I was turned down for a loan. I immediately send more checks through reg mail. And call Im informed they cant take off 2 late fees within 60 days and say I should pay!? I said pay .. pay it .. they put me on hold for 30min and say system wont let us but it shows you have XXXX here its just not applied. At least they stopped mailing it back. By XXXX Truist have {$16000.00} unapplied and gave me another late fee and reported me 60 days late. My credit dropped to XXXX and Im no longer able to take my insurance license test due to my poor credit score and being currently delinquent.

They finally applied all but {$4500.00} of the monies I have sent. But still have 2 late fees and negative 60 days late reports at all agencies. I am XXXX and NEVER had a late pay In my life.. I sent documents called etc to Truist and all I recv is letter stating the info they reported is correct. No contact to call just a form letter.

Cares act also states no fees including late fees and no reporting to credit agencies. My loan is up next week and I have asked for an explanation of a {$500.00} misc fee, removal of late fees, remove negative report to credit and a payoff statement and I have recvd nothing. They use reg mail never email or call.

I have disputed w all 3 agencies and been told information accurate. I have challenged this and have not recvd responses but all are showing 60 day late

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