Consumer complaint received 2023-07-14 00:00:00
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 — Their investigation did not fix an error on your report
Company: TRUIST FINANCIAL CORPORATION
State: TN

Complaint narrative:
This is in reference to case number XXXX. Truist has completely failed me and I am at a complete loss. I was the victim of identity theft and had a loan taken out fraudulently in my name in 2022. I have submitted all documentation required, including an FTC Identity theft report, police report, ID verification and more. These are sworn affidavits. However, Truist continues to state that the account was not the result of Identity theft and no further action will be taken. I don't believe that Truist actually investigated this matter at all. No investigation report was provided to me at all. I would like a copy of this please.When I asked I was simply told that the loan agreement was sent to my mailing address. This a blatant lie as I never received any notice of a loan being opened in my name at that time. No identity verification took place. The person that took out the loan accessed by Lightstream account that I already had and signed documents electronically without my consent or knowledge. Lightstream/Truist failed to properly verify this loan. I was the victim of several other identity thefts at that time and over a period of months. All other institutions handled my identity theft and were on my side. Truist continues to not be. 

I have been a client of Truist/BB & T for over 20 years and you are basically calling me a criminal and a lia. I provided a police report and FTC report certifying that this loan was fraudulent and their response to this was negligent and dismissive. I would like a proper resolution to this issue otherwise I will be forced to consider legal action against Truist. I will also be reporting this to local media outlets that may be interested to know that Truist Bank apparently does not follow the FCRA and Regulation E. Truist should support their long time clients who fall victim to Identity theft and remove fraudulent accounts and inquiries from their credit report, rather than treat them like the criminal themselves. I certainly believe its time to reconsider my primary bank moving forward. 

With that being said, I do not wish to destroy my personal credit over this account. Im at a total loss and if I have to pay the account, Ill just have to do it to be done with this nightmare. During the course of this investigation the account has gone into past due by 3 months on my credit report. If I am willing to bring this account back to current with a payment, would Truist be willing to remove the negative late payment remarks from my credit report? Again, I was a victim here and the account wasnt opened by me, but Im just done fighting with Truist and the Credit Bureaus at this point and am willing to just move forward if Truist would be willing to help me out and remove these negative remarks from my credit reports.

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