Consumer complaint received 2023-10-06 00:00:00
Product: Mortgage — VA mortgage
Issue: Incorrect information on your report — Account status incorrect
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
Below is the last message I sent to the company to request an investigation into why they reported me as " late payment '' when I have been on their mortgage relief program this whole time : " This is the third time I am submitting to get my case looked into, and I don't think anyone has been looking into my record with Truist to see that my credit has been badly impacted due to a mistake made by Truist. I am an XXXX XXXX looking to get an apartment in XXXX  due XXXX military orders, but I can't because of what you have done to my XXXX XXXX. You have dropped my score ( which was excellent ) by XXXX point since you erroneously reported me as XXXX XXXX late on my payment. Here is the situation, and you can look at the notes on my account to verify this : Ever since I completed my first trial plan, Truist took forever to send me my paperwork so I was making my monthly payments via phone call. Something I didnt like so I called many times to complain about it. You finally sent me the paperwork, I signed it, and returned it back to you ON TIME. Still my account was not release to allow me to set up autopay. I called again and I was made aware that TRUIST made a mistake on the calculation of my monthly payment, and that they were going to send me new documents for my signature. There was nothing I could do about that so I said ok to it and waited months to get it. I was calling EVERY single month to get a status update on this document because I was getting tired of making phone payments. In XX/XX/2023 I saw a negative impact on my XXXX XXXX, looked into it and found out that TRUIST has reported me as XXXX XXXX late on my payment. I called and I was told that I have been removed from the forbearance plan because the document I have been waiting on was delivered to my address on XX/XX/XXXX, and that you did not get it back on time. Meanwhile, I had called on XX/XX/XXXX to make a payment and inquire about this same document, but I was told a certain department is making a correction on it and will send it when they are done. All this can be verified by looking at the notes on my account. I called my wife who is currently at my residence in Virginia but she said she never received any package. I stayed in constant contact with TRUIST to get this issue resolved but was told that they were going to request that I get put back on the program since this was not due to my fault. They also told me that the credit issue will be resolved after they put me back on the program but it was never resolved after getting back on the program. My account only went from late to current. My XXXX payment still shows 120 days late. 

I wish I could explain the hardship you are putting me through after being with this bank for so many years and havent missed a single payment. I was the one calling ( not the bank ) to get off the forbearance program when my financial hardship got better during the XXXX time. I believe I did everything possible to make my transition from the program as smooth as possible, but the bank failed in 1 ) their calculation on the first modification document, and 2 ) providing me with the correct information about the second loan modification document whenever I called to inquire about it ( especially my call on XX/XX/XXXX ). To be honest, I dont even know why I am on a trial plan again after showing ( I have been on it before ) and telling you all ( via phone conversations ) that I can make my monthly payment. 

I am kindly requesting that someone please look into this issue ( i.e my call record, notes on my account ) and help me resolve this issue so I can get a place to stay for my time here in XXXX. 

Thank you ''

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