Consumer complaint received 2025-10-22 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: CA

Complaint narrative:
I have a personal loan from Lightstream / Truist Bank. My payments are auto-deducted from my bank account every month on the XXXX. Each month on the XXXX I also receive an email from Lightstream confirming that the payment was received. 

On XX/XX/year> I received an email from Lightstream saying that my payment was received. Several days later, I was informed via email that the payment was actually not received. I did not see this email because it went into my spam along with many of Lightstream 's other emails. 

At the time, I was in the middle of a divorce and dividing my joint accounts, etc. were being separated. So, there was an error in the processing of my XXXX payment. 

When I learned that the payment did not actually go through, I immediately contacted Lightstream and attempted to make the payment again. There continued to be issues with my bank account, and the payment finally went through in full on XX/XX/year>. I was assured by Lightstream that the payment was not 30 days late and no report would be filed with the credit bureaus. 

However, only a few weeks later in early in XX/XX/year>, my credit report was hit with a XXXX point drop because Lightstream/Truist submitted a late payment notice to the 3 credit bureaus. 

I immediately contacted Lightstream to ask what happened. I spoke to several supervisors, XXXX and XXXX, who said it was some sort of internal error and they would make sure that the late payment was removed from my credit report because it was in fact not late. They assured me that it would be removed within XXXX days. Obviously, this was very difficult for me, because during this time, my credit was negatively affected. 

By the next month, XX/XX/year>, the late payment was removed from the three credit bureaus and my good credit score was restored. 

However, in early XX/XX/year>, the ( incorrect ) late payment from XXXX was once again reported to the credit bureaus by Lightstream, causing my credit score to plummet again XXXX points. 

I contacted Lightstream again, but I have been unable to resolve the problem. Lightstream claims that they do not know how or why the late payment is on my credit report. They do not have a record of it being filed and they are not sure what the issue is. Obviously, this is completely intolerable. 

I have spoken with XXXX the supervisor again but have not yet been able to resolve this problem. I am a single parent and my credit is severely impacted by this false report. I do not know how to have it remedied and it is for that reason that I am reaching out to CFPB for help. 

Truist Bank, which is the parent company of Lightstream, has been completely unable to do anything as well. They can only refer me to Lightstream.

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