Consumer complaint received 2024-11-27 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
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: NC

Complaint narrative:
I am writing to dispute the reporting of my account delinquent to the credit bureaus for the months of XXXX, XXXX, XXXX and XXXX. I had a Personal line of credit opened 10+ years ago with Suntrust that became a Truist account and was renewed XXXX of XXXX. In the past it was renewed when it came due with a phone call and signing the papers electronically shortly after. The referenced line of credit came due for renewal in XXXX of XXXX. This is the timeline I have experienced in an attempt to renew it XX/XX/XXXX - I attempted to initiate the process over the phone in XXXX and was told it would need to be done in person due to the limit of {$50000.00} over the phone. 
XX/XX/XXXX - Made my payment of {$1000.00} ( Payment due was historically {$850.00} ) XX/XX/XXXX - I went to the XXXX XXXX XXXX and spoke with XXXX XXXX, the branch leader who assured me it would all get taken care of in 10-14 days. I sent her the information requested the next day including pay stubs and W2 forms. 
XX/XX/XXXX Finally heard back from XXXX when she said the email got stuck behind a firewall and she would get it " keyed in '' that day. 
XX/XX/XXXX - Made my payment of {$1000.00} XX/XX/XXXX - I never heard anything from her despite numerous calls and messages. Due to my inability to get ahold of XXXX I went to the XXXX XXXX on XX/XX/XXXX and spoke with XXXX XXXX XXXX He said he saw no sign of the new line of credit in the system and would start a new one. I sent him my paystubs and XXXX while sitting in his office. He said it would be rushed and would be resolved in the next week. He called me back after I left and said it would be best to continue with XXXX rather than start it again. He said he would send her a message. That prompted XXXX of her colleagues from the XXXX XXXX branch to call me at XXXX and apologize for the delays. He said she had been out of the office due to some issues with her family and he gave me XXXX cell phone number. He said things were moving forward and should be resolved within the next day or XXXX XX/XX/XXXX - I was reported as 30 days delinquent despite making applying for renewal twice. with 2 different Truist branches and being reassured by personnel that it would be resolved within a week. 
XX/XX/XXXX - I got an email from XXXX apologizing for the confusion and the delay and once again she would " get in keyed in '' but needed a personal financial statement and would forward the form she needed. She also said we would get this taken care of and then have the credit report amended XX/XX/XXXX - I wrote her back on the XXXX saying I never got a form. 
XX/XX/XXXX - She wrote back on the XXXX and said she forgot to attach the form. I called 3 time the next few days for clarification of what she needed on the form. 
XX/XX/XXXX Never hearing back I sent it back to the best of my ability on the XXXX. 
XX/XX/XXXX - I never heard back again despite calls and messages ( her voicemail has always been full ) and texts as she had given me her cell phone. On XX/XX/XXXX I once again went to the XXXX XXXX branch to find her and we sat down and completed the application. I sent her all the requested information as we sat there. I got the sense this was the first time it was ever " keyed in '' as it seemed like we were filling this out from scratch. 
I reached out to XXXX on XX/XX/XXXX and XXXX with no response XX/XX/XXXX she apologized for the delay and said her underwriter was still reviewing the line. Hopefully, we will have an answer tomorrow. I never heard anything more from XXXX. I reached out to her on the XXXX, XXXX and XXXX. 
XX/XX/XXXX - Made my payment of {$1000.00} XX/XX/XXXX Having had no progress and being unable to get ahold of a anybody I went online to the Truist website and filled out the application for a completely new Physician line of credit ( XXXX ). This was told this product I was told back in XXXX did not exist. I have been told the physician line of credit does not exist by multiple Truist employees. If it does not then the website would suggest false advertising or some type of bait and switch experience. https : XXXX XX/XX/XXXX - I get a phone call from XXXX XXXX XXXX XXXX XXXX office who says he was calling about the line of credit. I asked if this was a continuation of the original line of credit or the new one. It appears I was referred from XXXX now 3 months after my first contact with her. 
XX/XX/XXXX - I got a message from XXXX saying he was the right person to deal with and would be handling things moving forward. I supplied him will all the paperwork he requested on XX/XX/XXXX. 
XX/XX/XXXX I texted and asked for confirmation on getting my documents. No response XX/XX/XXXX wrote an email to XXXX XXXX asking for confirmation he received my paper work. No response. 
XX/XX/XXXX I get a text from XXXX saying he is on vacation XX/XX/XXXX I received a letter in the mail from Truist saying the application for my line of credit had been denied because my XXXX XXXX was too low. The reasons for my score being XXXX was that there is an account that was delinquent, the balance was too high on the delinquent account and the time to the delinquency was to recent. All those are in reference to this account. My score was XXXX in XXXX before this started. I was being denied based on the very account I was trying to resolve since XXXX XX/XX/XXXX sent another email asking for confirmation my financial information was received XX/XX/XXXX I spent XXXX hours on the phone trying to get to a person who could look at the account and update me on the status. This included XXXX or 6 times the system would hang up on me. XXXX times it would get to a point where the automated system would connect me to a choice and then say it no longer existed and hang up on me. I called ( XXXX ) XXXX, ( XXXX ) XXXX, ( XXXX ) XXXX and ( XXXX ) XXXX. All eventually route you to the automated call center that is only able to give you computerized responses. The last number is the collection folks. They call daily. They have no access or any ability to check the status of the renewal LOC. They have no knowledge of the conversation I would have had the previous day explaining the situation. When I ask for help they connect me to the automated system listed above. On the XXXX I asked to connected to an actual person who could answer questions. I got connected to XXXX who was a loan service representative. She was very nice and made an honest effort to get some answers. She recommended speaking with someone in in the solutions delivery department. She put me on hold and came back and said they were unable to speak to me right now and would call within 24 hours ( no one ever called ). I asked to speak to her supervisor to see if they could help. I was connected to XXXX in the escalation department. She informed me that she had no access to the status of any loans or line of credit. As a matter of fact she could not find any such loan or XXXX in the system. She said she was the manager in the call center only and had no ability to connect to the underwriters or anything to do with the branch office. Her advice was to reach back out to XXXX as she was the last person to have any electronic record of touching the file. 
XX/XX/XXXX Having no ability to get an idea from XXXX or XXXX is any efforts were being made to correct my credit report I filled out a form on the Truist website to request corrections to a persons credit report. I explained the above situation. The form said I would get a response. I have never heard back from that request XX/XX/XXXX I reached back out to XXXX XXXX as directed who got back to me the next day and said that XXXX XXXX would handle this moving forward. 
XX/XX/XXXX I emailed XXXX XXXX again asking the status and for confirmation he received my information 13 days ago. I got an email back that evening saying he didnt get my form. I resent all the information requested that same day and asked for confirmation. 
XX/XX/XXXX I texted and asked for conformation of receipt of the documents. No response XX/XX/XXXX I got my daily call from the Truist collections department. The representative was very nice and understanding. I asked if she could see the status of anything. She kindly told she could not and was apologetic about the ordeal. She said she would email XXXX on the internal system. 
XX/XX/XXXX I got a text from XXXX saying the application was submitted. I believe that is the XXXX time I have been told that and XXXX time I have applied First time : XX/XX/XXXX XXXX XXXX Second Time : XX/XX/XXXX - XXXX XXXX Third time : XX/XX/XXXX - XXXX Hinds XXXX XXXX : XX/XX/XXXX - Fenecia XXXX XXXX XXXX : XX/XX/XXXX Myself online XXXX time : XX/XX/XXXX XXXX XXXX Seeing that this was not being resolved and they were reporting me even though their Billing right Summary in the statements said they were not allowed to report you during a dispute I started to aggressively pay off the balance. 
XX/XX/XXXX - Made a payment of {$5000.00} XX/XX/XXXX - Made a payment of {$10000.00} ( maximum by bill pay will allow ) XX/XX/XXXX - Made a payment of {$10000.00} XX/XX/XXXX - Made a payment of {$10000.00} XX/XX/XXXX - Made a payment of {$8000.00} XX/XX/XXXX - Made a payment of {$1000.00} - normal scheduled payment On XX/XX/XXXX I got confirmation from XXXX that account was being turned into a loan and paperwork would be sent. I returned the paperwork the day I received it and was told closing would be XX/XX/XXXX. 
XX/XX/XXXX I got a call from a very nice lady in the Customer Service department saying she had looked into the case and said that my experience highlights many of the customer service issues that Truist has and is working to correct. She apologized several times and offered to resubmit my appeal to have my credit report corrected. I have never heard a response from that request. 
XX/XX/XXXX I got a letter in the mail and a Truist gift card stating they apologized for the mistakes and lapses in customer service. 
XX/XX/XXXX - XXXX got a letter with disclosures about the new replacement loan with a number to call. I called and spoke with a Truist representative saying everything was in order and should be processed on the closing date of XX/XX/XXXX. No action was needed by me. 
XX/XX/XXXX- I checked the Truist website to see if the status had been corrected. It had not. I called the customer service line and after several attempts talked to a person in the loan department. She said she had no record of a new loan or XXXX  to replace the old one. She offered to connect me to someone who could help. It was the collections department. I called back and never could get the automated prompts to connect me to a person. I reached out to XXXX XXXX again who emailed back the next day. He was not reachable by phone. He didn't answer about the status of the loan but did say that XXXX XXXX was supposed to be getting the corrections to my credit report done, we was unable to make that request. 
XXXX XXXX I once again checked the Truist website. No update on the balance. They had updated the loan as now being 120 days past due and charged me another {$5.00} late fee. 
I confirmed with XXXX  that the account had been updated with the credit bureau as still 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