Consumer complaint received 2024-11-06 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
I closed my credit card account with Truist Bank and paid my balance in full XXXXThey failed to close the account. I did not use the card from that point on, and no charges were reported on the card. Truist then applied their yearly fee to the card. Since I had a new mailing address, I received no notification. I Checked my Credit Report in the end of XXXX after a notification from XXXX XXXX on the change of my credit. I then saw that they showed me at 120 days past due. I called them. I explained the situation, and the manager agreed that I paid off in XXXX of XXXX in full, could see I called, but could not see the cancellation on the card. I was informed that they need to check the recordings to verify I canceled the card. I was informed one week later that they could not retrieve the call. I told them what I said, but they stood fast. They recommended I file a dispute with XXXX and that should solve the issue. I did. I also paid the {$280.00} fee to make sure the reporting of the card would stop, and she confirmed that I had cancelled the card with her. She said they would refund the amount after the dispute if I was correct. Truist denied the claim even after my previous conversation with the supervisor. They said that they could not confirm or review the call, and even though I told them what I said, even though they had lost the proof, I was wrong. I even asked the lady if they were saying I am a liar? She never gave a direct answer. Once notified of the denial through XXXX on XX/XX/XXXX, I called the bank back. I was transferred to a different supervisor, and after discussion, she agreed that this needed to be changed, and I was correct. ( They should have a recording of this call ). I was on hold a lot during this call as she told me she was talking with the credit reporting team. I was informed on the call that I was correct, and they would be changing it. She gave me a reference number in case I need to follow up ( XXXX ). As of XXXX, the fifth, not only has it not been corrected, but they also listed me as late pay for XXXX even though the account was paid and closed and had a {$0.00} balance. They also listed that the account was closed by the bank, which is another negative mark on my credit from the bank. I called them again and was given the royal run around. I was not permitted to talk to the credit reporting department, was given no contact numbers, was told that they did not know who supervisors were for themselves and had no ability to escalate the issue or even transfer the call. She offered to file another claimThat is all. The bank has no desire to fix this. They basically called me a Liar, and they have dropped my good credit from the XXXX to the XXXX range. At one time it was below XXXX. They will not help me correct this. Please help me.

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