Consumer complaint received 2024-10-02 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: FL

Complaint narrative:
My original loan was with BB & T starting XX/XX/XXXX. XXXX XXXX I went into XXXX XXXX XXXX XXXX in an emergent situation. I called BB & T a few days after, informed them of what was going on & requested the payment due be put onto the back end of my loan. I was due for another XXXX  XXXX in the week to follow. They adhered to my request and offered me an additional 2 months deferment due to the situation. Up until this point I had NEVER had a late payment on ANY account, I always paid extra & early. XX/XX/XXXX I receive an E-mail while still in the XXXX  that Truist was taking over BB & T & instructions to make future payments. I assumed all agreements wouldn't change because i hadn't gotten any correspondence stating it had changed. I got an alert stating that I had missed a payment. I called Truist, told them the situation and was informed that they didn't have to honor the deferment & my car would be placed up for repossession if I didn't pay the XXXX payments that were deferred ( XXXX wasn't even due yet ). I was unable to do that at the time and i asked if there was anything else I Could do. I was told I could make XXXX full payment to avoid repossession. I did that. And continued making payments on time. Paying more each payment. XX/XX/XXXX I attempted to buy a house and was informed that I had XXXX late payments being reported and was denied for a mortgage. I immediately called truist to find out what was going on. Spoke with a supervisor multiple times from this point until XXXX of XXXX. I Went through back and forth with truist being told different things each time I called. Finally XXXX of XXXX another supervisor was able to fix the situation. She stated she didn't understand why no other supervisor did that for me months prior. She assured me the late payments would be removed & no longer reported. She gave me a number to call in XXXX to be sure the late payments were no longer reporting. I called in XXXX & saw that they still were reporting. I've been battling this situation since XXXX. I have sustained much suffering due to the denial of multiple credit transactions that have significantly impacted mine & my childrens lives. If the original supervisor I spoke to in XXXX had done what the supervisor did in XXXX these late payments would not have incurred. I've already provided All XXXX XXXX  & truist with the bank statements that showed payments were made ON TIME for the months they are reporting late except XXXX. I do not feel as though iI should have to continue to suffer from a mistake made from this company and their incompetent employees. I've disputed this multiple times. Ive asked for the reinvestigation facts and have been provided nothing. The CRAs claim the account has been updated but it is the same information without change. At this point they are violating my rights as a consumer to have an accurate credit report. I have suffered significantly due to these errors.

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