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SunTrust Mortgage Reviews (962)

Review: I started in April the process to refinance my home mortgage. I was told that it would take 60-90 days to complete. We are now going into August and the process is starting over again. My loan officer left the company and allowed my paperwork to expire. I have attempted to contact Suntrust. Anyone at Suntrust. I have left no fewer than 25 voice mails, sent 4 emails to the general mail box, talked to anyone who will answer the phone, but all they do is transfer me to a voice mail box, that no one returns calls. I have sent emails that are either returned or never answered.At this point it looks like my two month refi is going to take 7 months.Desired Settlement: Put a priority to close my loan ASAP. Give me a large credit toward my closing fees. Lower my payment. Keep the lower interest rate that was locked in with my first refi attempt. Answer voice mails, return calls, give your customer the resepect and service desired.

Business

Response:

Dear **.[redacted]:

We received your correspondence regarding the above referenced case. Because you did not include a signed authorization form from the client, we are unable to provide you a copy of our response to the client dated Augues 15,2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

Officer

Mortgage Escalations Resolution Team

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have been contacted by a representative from Suntrust by phone. We discussed the matter on two previous occasions. Basically, the first conversation was to clarify the reason for my complaint, the second was a standard follow up from Suntrust that gave no new information, "just staying in touch."

At that time we discussed staying in contact by phone or email. I do not check my mail and usually only look at it but once a month. I did not receive a letter, but will check tonight. This seems like a thinnly veiled opportunity to skirt the true issue at hand.

I welcome the opportunity to sign a consent form to get this information more quickly.

Regards,

Business

Response:

Dear **.[redacted]:

We have received and reviewed your correspondence and the correspondence from the Revdex.com regarding your experience when you requested to refinance the above referenced mortgage loan with SunTrust Mortgage Inc (SunTrust). We understand that we did not meet your expectations in this situation and regret any inconvenience in this matter. We are always concerned with improving our service and your feedback is appreciate.

We escalated your concerns to our origination escalation specialist for review and resoluation and initiated a new application for a Home Affordable Reginance Program (HARP- Refinance Plus loan) and sent a new loan package to you. We received your completed loan package on August 5,2013. The interest rate is [redacted] and the fees in the amount of [redacted] were refunded on the previous loan that was withdrawn and collected on the new loan.

Your loan has been asigned to [redacted], Loan Office and to [redacted], Processor. [redacted] will contact you after the file is reviewed to discuss the status of your refinance. If you have any questions about the refinance process you may reach [redacted] at [redacted] and he will be glad to assist you.

[redacted], if you have any questions regarding this matter, please contact me at [redacted] Monday through Friday between * am and * pm ET.

Sincerley,

Officer

Mortgage Escalaions Resolution Team

Review: BAIT AND SWITCH - I had just refinanced my mortgage with SunTrust Bank. During a routine point of contact where I was providing information in order for my new mortgage to auto-draft from my checking account, Relationship / Cross-Sell Specialist Asha S[redacted] notified me that I was pre-approved for a $60k Equity Line of Credit. Upon a followup phone call, it was explained to me by Ms. S[redacted]i that this $60k figure was the result of taking the value of my home from the recent appraisal ($271k) and subtracting it from the amount remaining on my mortgage (at the time, $211k). Based on this information, I proceeded to submit an application, spending several hours of my time and undergoing a hard credit inquiry. At this point, I was contacted by the underwriters, who had approved me for only $20k. Their explanation was that only 85% of the home's value was eligible. End result is that I got nothing, wasted a lot of time, and received a hard inquiry on my credit, reducing my score. My impression here is that the bank was hoping that I was desperate for cash and would settle for $20k. Once they learned that I was upset and was not going to accept their offer, they apologized profusely and promised to remove the hard inquiry from my credit files. Approx. one year later, I checked my credit, and the hard inquiries were still showing. I reached back out to the bank, and was told "sorry, but we actually cannot do anything about this."Desired Settlement: I want a formal apology from a high ranking official and a list of steps they have taken to prevent this from happening to other customers. This should include an explanation for why I had to navigate this through the Revdex.com instead of their management - I was told in my most recent call that there was nothing they could do and no one else within the organization who could help. I also want for the hard credit check to be immediately removed.

Business

Response:

Dear Ms. [redacted]: We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from Mr. [redacted]. Therefore, we are unable to provide you with a copy of our response to Mr. [redacted] dated December 1, 2015. Upon receipt of the signed authorization form; we will gladly share a copy of our response with your office.Ms. [redacted], if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from 8 a.m. to 6 p.m., ET. Sincerely, Wanda H[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: Our mortgage was just bought by SunTrust a month ago. We had been a full month ahead on our payments and were paying bi-weekly. All of this information has been sent to SunTrust from our last mortgage lender, [redacted]. However, none of this information has been applied to our account. The account transfer to Sun Trust was made in the middle of a billing cycle (July 15, 2015). At the point of transfer Sun Trust required us to pay a full payment to meet July's due date, which had already been met with the previous lender. Additionally, we were told that the full August payment was due August 1. Fortunately we had an extra payday that month and were able to meet the July deadline. We resumed bi-weekly payments in August only to have our half-payment check "held in suspense until the full payment amount has been received." This means we are charged a full month's interest even though half of the interest should be removed due to the bi-weekly mortgage payment. Furthermore, SunTrust does clear the check, so it sits in their hands earning interest for them, instead of paying off half of a month of our loan's interest.

On July 29th while talking with Sun Trust customer service and [redacted] (our previous lender) about the service disputes on a three-way call, we were told the information from our former lender had been sent via fax in to Sun Trust's "Research Department". We were told by Sun Trust that "customer service was not able to transfer our call to said department for us to follow up",and they themselves "couldn't talk to the Research Department to clear up the issue." We were told on August 15th that we can update our account to allow bi-weekly payment, but that we'd have to pay two months ahead of schedule to start that cycle. This is brute force against the consumer. This is intentionally not giving the customer options to pay off debt in a reasonable fashion.This is disregarding the facts for their own benefit. If this isn't extortion, it's at least theftDesired Settlement: SunTrust shall acknowledge the pay schedule from the previous lender and note that our account is ahead of schedule. Furthermore, SunTrust shall apply any amount of money at any frequency directly and immediately to the account in question. If this requires a flip of a setting on the account, so be it. As long as the contractual "full amount" is paid by the next due date, no fees or early payments should be required.

Business

Response:

Dear [redacted]We have received your correspondence regarding the above

referenced case. However, you did not included a signed authorization form from

[redacted]. Therefore, we are unable to provide you with a copy of our response

to [redacted] dated September 11. 2015. Upon receipt of the signed authorization form,

we will gladly share a copy of our response with your office.[redacted], if you have any questions regarding this letter,

you may contact our Mortgage Escalations Resolution Team at [redacted], Monday

through Friday from 8am to 6pm ET.Sincerely [redacted]

Review: I paid $550 for appraisal of home connected to VA loan mortgage. The loan application was subsequently withdrawn due to lender's inability to close loan on time. Appraisal had not yet been conducted. Appraisal was canceled by lender. Fee is refundable per the VA. Fee for appraisal has not been refunded after multiple requests to agent and manager.Desired Settlement: Full refund for prepaid fees related to VA appraisal which was not conducted.

Business

Response:

Dear Ms. [redacted] and Mr. [redacted]: This letter is regarding your correspondence that was forwarded to our office from the Revdex.com (Revdex.com) regarding the above referenced loan. We appreciate the opportunity to respond. Our records reflect that on April 30, 2015, [redacted] the sales manager spoke with Ms. [redacted] and agreed to refund the Veteran Administration f>/A) appraisal fee in the amount of $550.00. On May 6, 2015, we refunded your credit card ending in [redacted] the appraisal fee of $550.00. We regret that we were unable to assist you with a mortgage loan. If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at [redacted] Monday through Friday from 8 a.m. to 6 p_m_, ET_ Sincerely, [redacted] Officer Mortgage Escalations Resolution Team

Review: I refinanced my mortgage and equity line with SunTrust Mortgage, combining both loans into one loan. The closing date was 8/20/2014, the mortgage loan was paid off promptly but as of today the equity line has still not been paid. Additionally, today I noticed an automatic debit in my checking account for a payment on the equity line which should have been paid off last month. I have talked with the mortgage officer about this and he reassured me it was being taken care of and I would not be charged any more for the equity line but now money is being taken from my checking account for the unpaid equity line. I am now paying double for the same loan.Desired Settlement: I want my equity line paid off immediately, it has been an ample amount of time. I want my bank account credited the money taken out of my account, $152 for the loan that should have already been paid off. I also would like a full apology and to be recompensed for my time and the aggravation this has caused.

Business

Response:

We responded to [redacted] by letter on November 6, 2014. If

you have any questions about our response, please contact [redacted].

Review: The website is terrible need to answer 6 security questions to pay your mortgage and the fact the replies are case sensitive, and I did type the correct username and password and it still ask me those questions, I was locked out of access to pay my account.Desired Settlement: Repair the website and make it easier for the user to access. I do not want money at all, just remove the requirement to answer six security questions. We can't be expected to remember or type all the replies correctly.

Business

Response:

Dear Ms . [redacted]: We received your correspondence regarding the above referenced case. Because you did not include a signed authorization form from the client, we are unable to provide you a copy of our response to the client dated January 7, 2016. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office. Thank you for contacting SunTrust. Sincerely, Kewanna C[redacted]

Review: We were forced by Suntrust Mortgage Company to short sale our home in Bend, Oregon in 2009. We attempted to work with Suntrust Mortgage company on solutions such as re financing but since the home was no longer our primary residence, my husband had been offered a pastoral job in another state, they would not work with us. In 2009 the housing market crashed so there was a flood of rentals in Bend. This meant that our family home that had a mortgage of $1700/month was now only able to rent for $500. Then my husband was laid off from his pastoral position leaving our family of three at the time with no income and no home to return too. We had remodeled this home and put more than 90,000$ of upgrades and work into the property. It was at that point that we had to short sale our family home, like so many others, and lost everything. In addition to losing our home, for the past six years Suntrust has our short sale listed on our credit report as a forclosure. We were informed about class action lawsuits against Suntrust but were unable to participate because we had short saled vs forclosed on the property. This inaccurate information listed on the credit report by Suntrust, has inhibited our families ability to obtain credit and potentially to purchase new property so that our family of four can rebuild our home. Once again, in attempting to work with them on updating this information from a forclosure to a short sale we were told by Suntrust employees in their short sale/credit dispute department that "they cannot modify the information on the credit report and that they have the right to keep the short sale information on our credit report for ten years."Desired Settlement: We would like the our credit report adjusted to state short sale versus forclosure and if possible havethe short sale removed completely from the report

Business

Response:

Dear [redacted]We have received your correspondence regarding the above

referenced case. However, you did not included a signed authorization form from

[redacted]. Therefore, we are unable to provide you with a copy of our response

to [redacted] dated September 3. 2015. Upon receipt of the signed authorization form,

we will gladly share a copy of our response with your office.[redacted], if you have any questions regarding this letter,

you may contact our Mortgage Escalations Resolution Team at [redacted], Monday

through Friday from 8am to 6pm ET.Sincerely [redacted]

Review: To All Concerned,We have had a mortgage with Suntrust since 2005. We had paid perfect until about 2012 when the housing market crashed. In lieu of foreclosure, Suntrust modified our loan with new terms, including a Principal Reduction, Forgiving Escrow Advances, Accrued interest and Foreclosure Fees. This new modification loan was notarized and sent to Suntrust over 5 different times (we lost count) because Suntrust kept making mistakes). The final and correct note was finally accepted, signed and notarized 5/14/2014.In October, 2014 we received a letter from Suntrust stating that we needed to get homeowners insurance on the new loan or they would obtain forced pay insurance for us. We immediately bought a new policy and submitted proof of this to Suntrust (by the way, we had to submit this proof of insurance over 4 times before they finally documented receiving it).In January, 2015 we received a letter from Suntrust stating that it had just come to their attention that there was a lapse in homeowners insurance for the dates September 23, 2013 through October 2, 2014. As a result, Suntrust added a forced pay premium in the amount of 1,127.35 to the new loan. When this loan was modified all fees were included or forgiven in the new loan. It even states Escrow Advances. It is unfair and not right for them to come back now and say we need to pay for a fee on an old loan that has been since modified, and they never could get the note terms right. On a second breach on their behalf besides them trying to collect fees on an old note, they never gave us the 45 day notice that is required by law for us to get our own insurance in the first place. Also, why they are adding a lender forced pay insurance premium for a period that is already over makes no sense what so ever.To date, we have paid our mortgage and new insurance premium for the new loan modification under the new terms as agreed. Suntrust has breached the new loan terms by adding new fees and misapplying our Mortgage Payment.Desired Settlement: Apply our March Mortgage Payment to the loan appropriately and remove your forced pay insurance in the amount of $1127.35 which should have never been tacked on to this modified loan in the first place.

Business

Response:

Please see attached.

Business

Response:

Dear Ms. [redacted]: We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from Mrs. [redacted]. Therefore, we are unable to provide you with a copy of our response to Mrs. [redacted] dated March 25, 2015. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office. Ms. [redacted], if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at [redacted], Monday through Friday from 8 a.m. to 6 p.m ., ET.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The problem is still not resolved, as a matter of fact it's worse. As a result, all they have done is added more fees and extended the payments over a 5 year period. Now they claim we have an escrow shortage in the amount of: $4,096.76. They are spreading this so call "shortage" over a period of 5 years and have increased our mortgage payment an additional $148.23 a month. $148.23 a month additional over a 5 year period equals: $7,856.19, not $4,096.76. It seems they are pulling these numbers out of the air without any justification. "[redacted]" in escalations was suppose to get back with us regarding the difference in numbers and to justify the shortage and to date has not.

Review: In March of 2014, my wife and I began the process of refinancing our home loan with Suntrust Mortgage. Over the course of months, we were given conflicting information regarding our home refinance, however we complied with all requests for paperwork to be completed or documentation provided. We were ultimately given a closing bledate for our refinance and hired an attorney to draft closing documents. The Friday before the closing date (which was set to be the following Monday) we received a voicemail at 4:45 PM stating that the closing of our refinance would not take place. We were not given any reasoning for the cancellation. My wife and I tried numerous times to contact multiple departments regarding our loan via email and telephone but were never able to speak with anyone, nor were our messages returned. Our attorney also attempted to make contact with no response. It is now approaching one year since we began the process and have not been given any information on why we were unable to close our refinance, or what options are availa to us.Desired Settlement: We would like to have someone from Suntrust Mortgage contact us regarding our home refinance with definitive information. We expect the business to inform us why our closing date was and refinance was cancelled, what our options are, and why they did not respond to any of our attempts to contact them.

Business

Response:

Re: Current Loan Number: [redacted] Loan Application Numbers: [redacted],[redacted] & [redacted] Property Address: [redacted] Case Number: [redacted] Revdex.com Case #: [redacted] Dear Ms. [redacted] and Mr. [redacted]: This letter is regarding your correspondence that was forwarded to our office from the Revdex.com regarding the above referenced loan. We appreciate the opportunity to respond. Our records reflect in March 2010, loan number [redacted] was approved for a loan modification. The loan modification capped $15,280.96 to the principal balance. The new unpaid principal balance increased to $128,938.75. The interest rate was reduced to 5.00%. In March 20M, you completed a loan application (loan [redacted]) to refinance your current loan ([redacted]) with SunTrust Mortgage. Inc. You applied for a FHA Streamline Credit Qualifying Refinance that did not require an appraisal. In reviewing your current loan that closed in June 2008 the unpaid principal balance was $114,187.00. However, since your loan was modified in 2010, the outstanding principal balance as of May 2014 was $119,343.98. On June 19, 2014, you were sent the enclosed Notice of Action Taken and Statement of Reasons - Statement of Credit Denial informing you we could not assist because the payoff amount cannot exceed the original FHA loan amount. Enclosed is a copy of the denial letter. On June 20, 2014, you completed another loan application ([redacted]) as a full .documented loan. However. we have no record of you returning the loan application disclosures. After several attempts to contact you with no success, the file was withdrawn on July 3, 2014. On January 22,2015, we contacted you and discussed your request to refinance your current loan ([redacted]). We reviewed your file and advised that a full appraisal is required because you currently owe more on the home than the original loan amount. In addition, the home would need to appraise above $122,500.00 and you would be responsible for paying the closing cost and escrows out of pocket which is approximately $4,000.00. You decided to proceed with a refinance of your current loan ([redacted]) and a loan application was taken ([redacted]). If you should have any questions during the application process, please contact your loan officer, [redacted] at [redacted]. It is SunTrust's policy to offer and extend its banking products and services, including credit products, to any qualified applicant in a fair, responsible. equitable, and non-discriminatory manner, and in compliance with all applicable fair banking and consumer protection laws. SunTrust is committed to fairly representing its products and services while disclosing the costs and fees associated with such products with honesty and transparency. Our goal is to provide value to our clients, protect their interests, and assist them in selecting the products or services that meet their needs. To that end, we scrutinize our disclosures to ensure that they are clear and understandable and we verity that information provided to our clients is complete, accurate and is not likely to mislead or deceive. We provide comprehensive training to our employees and we perform ongoing monitoring to ensure compliance with consumer protection laws and regulations. Every SunTrust employee is responsible for ensuring adherence to fair banking and consumer protection laws and regulations. We take allegations of unfair, deceptive, or abusive acts and practices seriously and do not tolerate these actions from any employee. This statement is applicable to all aspects of the credit process. including, but not limited to, credit approval, pricing, and loan servicing. If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from 8 a.m. to 6 p.m., ET. Sincerely, [redacted] Officer Mortgage Escalations Resolution Team

Business

Response:

Dear Mrs. and Mr. [redacted]: This letter Is a follow-up lo the response sent to you dated February 4, 2015 regarding the above referenced accounts. Thank you far allow us to once again review this issue. Our records reflect that you applied for a loan to refinance the above referenced account ([redacted]). As slated In the February 4, 2015 letter, the first loan application ([redacted]) was denied because the payoff cannot exceed the original FHA loan amount. Thus, A Notice of Action dated June 19, 2014 was sent to you. The second loan application ([redacted]) was submitted on June 20, 2014. On June 23 and June 27, 2014, we sent you an email and left you a voice message requesting the signed dotuments. On July 3, 2014, the file was withdrawn because we did not receive the signed documents. The third loan application ([redacted]) Is currently being processed. On February 17, 2014,[redacted]

[redacted] spoke with you and addressed your concerns regarding the refinance process. Ms. [redacted] explained that on an FHA Streamline refinance an appraisal Is not needed if the client Is not rolling any of the closing cost into the loan, but when the loan exceeds the payoff and 30 days of interest an appraisal Is ordered. Our records reflect this was explained to you and you understood and were fine with an appraisal being perlormed on the property. You also indicated that you were pleased with the loan officer, [redacted] and his communication In keeping you abreast on the file. Mr. and Mrs. [redacted], if you should have any questions during the application process, please contact your loan officer, [redacted] at [redacted]. If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from 8 a.m. to 6 p.m., ET. Sincerely, [redacted] OfficerMortgage Escalations Resolution Team

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The reply to our complaint combines information from our refinance process in 2014 as well as 2015. Our more recent process has improved with communication, however our complaint is from our 2014 process in which it was never communicated to us that an appraisal on our home was needing to be done. We were told by our loan officer, [redacted], that an appraisal was not needed as he was able to use online resources to obtain a value on our home. We were given a closing date on the refinance and then it was canceled without any reason communicated to us. It was not until 2015 when the conflict resolution representative explained the need for an appraisal. Unfortunately, there is nothing that can be done on Suntrust's behalf to resolve our complaint as it has already occurred and only after 1 year of waiting have they contacted us with any information. Our hope is that our complaint betters their processes and communication with customers so that future customers will not have their money and time wasted.

Regards,

Review: On 9/10/14 I sent the information below to Suntrust customer service.On 11/24/14 Both Checking-[redacted] and Checking-[redacted] were charged $7.00 maintenance fees. Suntrust bank insured us that this was corrected.I have attached bank documents that shows that both accounts are online statements.Checking-[redacted] shows that there is an online statement as of 11/24/14 and our account was still charged a maintenance fee $7.00.Checking-[redacted] does not show any type of statement since 5/21/12.Both Checking-[redacted] and Checking-[redacted] have 10 or more debit/credit swipes per month.Both Checking-[redacted] and Checking-[redacted] are listed as online statements.We dont understand why Suntrust will can not fix this problem.If other customers are not checking their accounts, Suntrust is making a lot of money due to customers with online statements being incorrectly charged maintenance fees. --------------------------------------------Email sent to Suntrust 9/10/14Reoccurring reversions of online-paper statementsBoth Checking-[redacted] and Checking-[redacted].Since 1/2014 we have had monthly or bimonthly contact with Suntrust customer service about these accounts reverting from online statements to paper statements which generates maintenance fees for both accounts. Each time the maintenance fees have to be refunded. Each time a representative gives us an explanation that is incorrect about our account like "You did not make 10 swipes". When I point out that they are wrong they say that you have the wrong account type. You will see the accounts have been changed from EZ checking to student or some other checking at least 3 times since 1/2014. If this continues I will have no choice but to report this activity to the Revdex.com.Desired Settlement: I am requesting that this reoccurring problem of my accounts Checking-[redacted] and Checking-9599 automatically reverting from online statements to paper statements generating maintenance fees $7.00 be corrected.I want to inform Revdex.com of Suntrust's errors to protect other consumers.

Business

Response:

Re: Revdex.com complaint #[redacted]SunTrust has responded to our client but cannot share theresponse with the Revdex.com as no signed third party authorization was received.Please close this case in your records.

Review: I signed up with [redacted] to make bi-weekly mortgage payments. We refinanced our home in August 2014 and advised [redacted] of the new servicer, [redacted] and loan information. In August monies were deducted from our checking account to pay for September's mortgage payment. Per [redacted] they wired our payment on 09.04.14. We started receiving phone calls from our servicer, [redacted], on 09.15.14. They indicated that they never received our September's payment. We immediately contacted [redacted] and they assured us that the payment had been wired on the 4th of Sept. and to give it a few more days. Needless to say it been a month later and the servicer still hasn't received the payment! It appears that [redacted] was given the incorrect loan number by [redacted] and the incorrect number is where the monies were wired to. They've provided [redacted] with confirmation#, bank reference # and varies of other numbers, which according to [redacted] all lead to nothing. As of today 10.06.14, [redacted] has stopped their research stating that it is now up to [redacted] to provide them with a "source of deposit" and routing number of the wire transfer. I spoke with [redacted] this afternoon and they are refusing to provide that information. They indicated that they are having their "back office" department research the monies. However when I asked to speak with someone in that department they refused and when I asked for the supervisor of that department, they refused that information as well. (I was speaking to a supposed supervisor in Customer Service named [redacted])I asked for an ETA on how long this research was going to take, since [redacted] is threatening to report us 30 days late to the credit agencies and at first [redacted] could not provide me with a time frame and then finally [redacted] said "a couple of more days". I stated to the supervisor that they have breached their contract with me since the monies had been removed from my checking account, however the payment has not been made per [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

At this point I need the monies located and paid to [redacted] for September's payment. And I would like for Equity to notify the credit bureau's of their mistake and to have any negative reporting remove from our credit reports

Business

Response:

Re: Revdex.com complaint #[redacted]

SunTrust has responded to our client but cannot share the

response with the Revdex.com as no signed third party authorization was received.

Please close this case in your records.

Review: Mortgage Company after I called 4 times refused to send me a paper statement after I continued to ask for it.Desired Settlement: Immediately send me history of my payments and escrow account and statement

Business

Response:

SunTrust has responded to our client but cannot share the response with the Revdex.com as no signed third party authorization was received.

Please close this case on your records.

Review: Revdex.com:

I am writing to you with great concerns regarding a Mortgage Company called, SunTrust Mortgage.

Three years ago, I had purchased my first home in Sioux Falls, SD. Purchased through [redacted], Sioux Falls, SD. Within three months of purchase, Home Federal sold my loan to SunTrust Mortgage out of Virginia Approximately, one and a half years later, I was laid off from full time employment. I am now working part-time, but it barely keeps my finances afloat.

I started working with SunTrust Mrg. approximately three months ago. When I started working with them, I was not yet late on a monthly mortgage payment. I have been trying so hard to prevent any late, or no monthly payment at all. I have tried sending County vouchers, etc., but the mortgage company does not accept them as part of the payment.

Last Thursday, August 27, 2015, I had a phone conversation with [redacted] Thorpe from SunTrust Mrg. [redacted], option 2.

[redacted] explained that there was nothing the Mortgage Company could do to help me keep my Condo. Foreclosure or short sale was the only way to go.

She then proceeded to explain to me that I need to get to the lowest point of my life, before good things will happen. [redacted] did not have the legal right to say this to me. She does not know me personally. How does she know what I have been through in life? If she had known me as a person, she would not have made such an awful, offensive statement. She then proceeded in asking me if I believe in God? If I have a Church that I attend, etc. Again, un-professional, offensive, prejudice and illegal.

She then provided me with a phone number of a business called "Hope Now/Green Path". I spoke with a girl named, **. She then proceeded to ask me what race am I and what was my Mom's maiden name.

I know for a fact, that under no circumstance, does a business, nor an employer, have the right to ask a person's, race, ethnic background, religious backgroundDesired Settlement: These kind of questions are illegal, un-ethnical, un-professional, prejudice and offensive.

I had also received a [redacted] letter from SunTrust stating the fact that an Inspector would be coming to my home and that foreclosure would happen if I did not short sale my Condo. At the time of this letter, I had just become 2 months behind in my mortgage payment. I had previously been told that no one from SunTrust could harass me until my paper work had been completed and that I had been notified as to if SunTrust could help me with a new loan to help me keep my Condo.

It should never matter what one's religious beliefs are, under no circumstance! After all, sAfter all, some religious beliefs are border line cults.

This is supposed to be a professional mortgage company.

In fact, these kinds of statements, are almost border line bullying.

Business

Response:

Dear [redacted]:This letter is in response to your correspondence dated

August 25, 2015 and the correspondence that was forwarded to our office from

the Revdex.com (Revdex.com) regarding the above referenced loan. We appreciate

the opportunity to look into the issue raised and to provide a response to you.At SunTrust Mortgage, Inc. we work hard to provide

exceptional service to each and every client and regret any instance when we

fall short of this goal. It is particularly helpful when our clients let us

know when they have experienced a problem or are unhappy with the service

provided. Please be assured that your comments about your experienced have been

shared with the appropriate management areas for review.Our records reflect that on June 17, 2015 your loan was

activated in loss mitigations to be reviewed for payment assistance. In reviewing

your account for retention options, we evaluate the financial information to

determine if you can afford the monthly payments. We based our decisions on the

requirements of the investor and the programs available. The enclosed

Evaluations Notice indicated that we could not assist you with retention

options because you have insufficient income; therefore, we were unable to

accomplish an affordable payment amount. However, we did approve you for a

liquidation option which was a conditional short sale. If you should have any

questions concerning the loss mitigation process, please contact your home

preservation Client representatives (HPCR) [redacted] at [redacted], extension [redacted]

Monday through Friday 8 a.m to 5 P.m or you can press the options to speak with

a back-up should [redacted] not be available as the department is open Monday through

Friday 8 a.m to 10 p.m and Saturday from 9 a.m to 3 p.m. ET.Your file reflects that you are receiving payment assistance

through [redacted] with the principal and interest portion of your payment in

the amount of $458.19 and you are required to cover the escrow portion of your

payment in the amount of $239.33.You are required to pay the full contractual amount of

$697.52 by check, cashier check, money order, case at a SunTrust Branch, or an

electronic payment.On August 10, 2015, you were sent the [redacted] breach letter

informing you the account was due for the July and August 2015 payments. The total

amount due was $1,422.94. Because the loan was delinquent, you were informed

that a property inspection was ordered to ensure the property was not vacant or

abandoned. The property inspection was completed on September 1, 2015. On September

14, 2015, your account was assessed a property inspection fee in the amount of

$20.00.As a courtesy, on September 4, 2015 we waived a late fee in

the amount of $27.90. ON September 10, 2015 we received and posted $1,422.94 as

the July and August 2015 payments of $597.52 and $27.90 to a late fee. As of

the date of this letter your account is due for the September 1, 2015 monthly

mortgage payment in the amount if $697.52. if you have any questions, regarding

the servicing of your account, please contact the Client Service Department at

[redacted] Monday through Friday from 8am to 8pm or Saturday from 9am to 3pm.If you have any questions regarding this letter you may

contact our Mortgage Escalations Resolution Team at [redacted] Monday through

Friday from 8am to 6pm.Sincerely,[redacted]

Consumer

Response:

The attached response from SunTrust in unsatisfactory.

Review: All the issues started back in January 2015 when my monthly payment was reduced to $1,186.36 and my self and my husband called three times to make sure this payment was correct since our normal payment was $1,332.79 per month to cover principal, interest, insurance, and taxes. All three-customer representatives said not to worry about it that the new monthly payment of $1186.36 per month was going to cover all. Six months later we received a letter notifying us that the new monthly payment was going to be $1,580.21 starting July 2015 or I could pay the shortage in our escrow account in the amount of $1997.19 to the escrow account and the new monthly payment was going to be $1,413.78. We contacted the customer servicer again and the person who we spoke in the phone besides being rude and unprofessional he didn’t understand the questions we were asking neither he could provide an answer to what we were asking. He started to scream back and got very frustrated with us stating we didn’t understand what he was saying. We requested to talk to a manager and then he made a very inappropriate question as far us if we were able to talk to him because he only spoke English and no Spanish. I immediately got upset and demanded for him to transfer my call since he couldn’t get over his frustration and could understand our question. He transfers our call and we spoke with [redacted] the manager in duty. We asked the same questions and he could not provide straightforward answers to understand the reasoning behind the increase besides the escrow shortage. Our questions were: Why is my monthly payment reducing six months ago if you knew that we were short in escrow? For six months us paying $1186.59 gives me a total shortage of $878.58 for this period of time if we take in account my regular payment was $1,332.79? Then he said we send a check from your escrow account a little over $700. I asked him when was this done because we received nothing. Then he checked according to him those funds were never sent because we didn’t have enough money in escrow. Then I asked the manager how could his representative who manages our account couldn’t figure this out and mismanage the account. And instead of balancing the monthly payment to where we didn’t have to see so many mistakes they continue to be incapable to managing the account and complete simple math work to come up with a stable monthly payment. [redacted] offered to stabilize our payment to $1,496.99 for 24 months to bring the escrow account where it needed to be to pay taxes and insurance. Then he stated when SunTrust purchase the account they didn’t know that our monthly payment included taxes and insurance. That the person who did our refinancing didn’t do a good estimate or our payment and even if we had sing documents that for 20 years our monthly payment was going to be $1,332.79 it could change at any time. We explain we understood that it would only change if taxes were increased. In this case [redacted] said that our taxes didn’t increase the only error was that they were short in funds for escrow to pay the taxes and insurance. He run numbers of the balance in the escrow account which I explain I needed that in paper but besides that didn’t explain what we needed to know. I needed a clear explanation why was our payment going to go up if I was to pay the shortage in the escrow account if taxes had not increase. He then went back to explain the balances in escrow that again didn’t provide me with a clear answer to our questions. We settle to agree on the monthly payment he had offer to us of $1,496.00 for 24 months. Then shortly after we received another statement stating that our monthly payment was going to be $1,580.21 and the new shortage in the escrow account was $2,547.21. This time the shortage in the escrow account was higher then the last statement. We called again and spoke with a customer services representative who again could not explain anything or do simple math to verify the account monthly payment and the and why the balance of the escrow was different now. We struggle to get any explanation with the customer representative we spoke. Then we asked him to transfer us to the manager [redacted] the representative gave us the run around and seem like he didn’t want to transfer our call with him until my husband got upset and yelled at him that since he couldn’t give us an answer and the new monthly we demanded to speak with the manager unless [redacted] was not available to transfer us to another manager. Then he hesitated to transfer the call. Once my husband got [redacted] on the line he started to explain the issues we were having again. After a long argument on the phone and explaining that since last time we spoke we were not happy with this explanation and we had to drive to the our local county office to find out if our taxes has increase. And they explain that they didn’t since the lender took very long to process a review of the new tax payment amount that could of explain why were short. She confirmed they received payment from SunTrust shortly after they purchase the loan since the previous lender was supposed to send another payment of about $700 dollars. And provided us with a copy of the new amount of taxes we had to pay. And we did our math and came with the partial agreement on the increase but still didn’t make full sense. We had to make a meeting with the broker who completed our refinancing to see if it was a true mistake of the estimated monthly payment when we sing our refinancing. She showed us documents with the previous taxes amount we were paying versus new tax amount and the reason for the increase on top of the amount we were short in the escrow account based on the first letter. There was, were we obtain full understanding of the increase of our mortgage payment. We explain that because of this mistakes we needed to know if we could pay our taxes and insurance on our own and only pay them the principal and interest. He hesitated and went around in circles again. My husband quickly because irritated with him and got upset. Then he shortly apologizes and lowers his tone of voice and asked him again to please review the reason of the increase of the amount needed in escrow account. He explain that SunTrust had to pay the shortage on the last tax payment therefore we now owed them on top of the amount needed in the escrow account. And run numbers again and explained that our new monthly payment was going to be $1,519.91 to be able to cover the shortage in escrow and the amount owed to SunTrust. We explain that the reason for us to want to make the taxes and insurance separately was this that they continue to make math error that they cant even explain or notify us on time. Since last time we spoke the amount he came up with was $1,496.99 for two years and that was supposed to be enough to clear the shortage. He never explain about SunTrust paying the taxes out of their own account and then that we now needed to make higher payments to clear that and have enough funds in the escrow account. He apologize many times but like we explain that was not helping us to understand the issues that we were having. Starting from his customer service representatives to him who couldn’t clearly explain what was going on in our account. We asked again why the person that was managing our account made some many mistakes and every time we called they continue to struggle and be able to give us a clear answer. He couldn’t do anything other than apologize, we appreciate his apologies but he was not very capable either to answer all our questions. We asked if we could speak with a higher manager and he said there was none.

At the end of the call we agree that we were going to keep the next payment the way they had it to cover all the shortfalls and if we could come up with the amount that we needed to have in escrow and the amount we owed to SunTrust we would call back to speak with him. We feel that these errors were not our fault and instead we tried to actively contact them to check every time we saw a change to make sure it was not a mistake. We don’t understand why the representative we spoke with never really review the account fully to make sure everything was running properly or communicate with the person who was managing the account to make sure all was correct. It seem all they wanted to do was hung up the call and don’t bother to complete their work and responsibility. We feel we are paying enough in interest to have a knowledgeable person working in our account and be able to come up with a stable monthly payment and be ready to answer our questions when we call. Instead of this we get people that are incapable to do simple math can notice that there is something else or incorrect therefore seek assistance from a more knowledgeable person to give us a good explanation. We wish we could refinance the house again just to change the lender since before we had [redacted] and this never happen. They were very good at notifying us if there were any changes. Unfortunately we couldn’t get qualified to refinance. I am now stuck struggling with your employees who are not able to explain anything that is going on in my account. All that I asked is for this mistakes not to happen again and hire more knowledgeable customer service representatives and managers that can manage accounts properly and notify the customer of any changes and explain the reason behind it instead of making the customer worry and run around different office to figure something out when the customer services representative at SunTrust or manager should be able to provide to the customers.Desired Settlement: For a knowledgeable customer service representative to manage our mortgage account to eliminate or reduce all the issues that we have been having with their customer service representatives and managers to provide correct information and a good explanation of any activity in the account. Notifications in writing to notify us of any minor changes or adjustments needed in the account prior to any changes done in the account.

Business

Response:

We have received and reviewed the correspondence that was

forwarded to our office from the Revdex.com (Revdex.com) regarding the

above referenced loan. We appreciate the opportunity to look into the issue

raised to provide a response to you.Thank you for bringing to our attention the problems you

experienced with the servicing of your mortgage loan. Our goal is to provide

the accurate and reliable service to every one of our clients and we certainly

regret with that goal is not met. We understand your frustration and sincerely apologize

for any inconvenience caused. Your satisfaction is very important to us. Please

be assured that we have addressed and resolved your issues. Our records indicate that SunTrust Mortgage, Inc. (SunTrust)

acquired your loan from [redacted] effective October 2, 2014. On November 28,

2014, the initial escrow analysis was completed and an overage of $757.61 was

determined. The monthly payment was adjusted to $1,186.35. The overage was a

result of our tax vendor incorrectly setting up the property taxes. A new

escrow analysis was performed on May 21, 2015 to correct the tax collection. The

monthly payment changed to $1,580.21 and a shortage of $1,997.19 was

determined.Thank you for speaking with me regarding your loan and the

servicing issues you have encountered. We regret the error in the tax set-up

and for any inconvenience that may have been caused. You requested that the

escrow shortage of $1,997.19 to be spread over a 24 month interest free period.

We regret that this was not completed properly upon your request. Our system of

record has since been updated to reflect a payment of $1,497.00 effective July

1, 2015, which includes the shortage spread over the 24 month period.[redacted] again we regret any confusion and

inconvenience caused. If you have any questions regarding the servicing of the

loan, you may contact our client services Department at [redacted], Monday through

Friday from 8am to 8pm and Saturday from 9am to 3pm ETIf you have any questions regarding this letter, you may

contact our Mortgage Escalations Resolution Team at [redacted], Monday through

Friday from 8am to 6pmSincerely,[redacted]

Review: Mortgage is due on 1st of month. Grace period is until 17th of the month.

After that late fee applies. I always pay the mortgage towards and of grace period, but before late fee applies.

Suntrust start harrassing me by phone during the grace period, sometimes as often as 4 times a day demanding to know when I will be paying.

They leave harrassing messages demanding that I urgently call me.

I`ve tried to speak to them but they are always rude and demanding.Told them many times to cease and desist,

but they don`t and every month they start again. I don`t pay late. I just like to use the grace period to pay.

Obviously they don`t like that.

Tried to call customer service during the grace period. Just get routed to collections.Desired Settlement: I rescind their permission to call me and am putting in writing that I never want them to call me ever again.

If they wish to communicate they can send me a letter.

Business

Response:

Re: [redacted]

Case number: [redacted]

Dear [redacted]:

We received your correspondence regarding the above

referenced case. Because you did not include a signed authorization form from

the client, we are unable to provide you a copy of our response to the client

dated July 24, 2014. Upon receipt of the signed authorization form, we will

gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

+1

Review: Earlier this year SunTrust Mortgage took out, on 2 separate occasions, unauthorized $900+ from our old bank account, even after the first time calling them and telling them what happened, it still happened the following day. This situation caused us to be overdrawn from the bank by $500 the first time and $600 the next time. Our former bank filed a claim against them and still no refunding of any overdraft fees were done by either SunTrust Mortgage or [redacted]. SunTrust Mortgage also proceeded to mail back a payment that had already been processed frkom March of this year in that same time frame. This has put us behind all year long because we had to take a $2,000 loan out to pay back the old bank and switch banks to prevent misuse from SunTrust Mortgage. This has put us behind all the bills this year. My husband was unemployed part the year so that put us behind even further but he has a job now. SunTrust will not allow him to call in payments to make and now recently we have tried to pay our bill online like always and we haven't been able to because SunTrust Mortgage for some reason or another has disabled online payments for us. My husband is now on 11/25 having to overnight the payment to SunTrust. I know we have been behind a little but with SunTrust Mortgage overdrawing our old bank this year and my husband becoming unemployed until recently, its been a hard year and SunTrust Mortgage is not helping anything at all, they are making it 100% worse and stressing us out more than we should be.Desired Settlement: Want my husband to be able to speak to SunTrust on the phone without having to have me call first, want online payments turned on and left on for our convenience to pay and possibly getting refunded $100 worth of overdraft fees from our old bank.

Business

Response:

Re: [redacted]

Case number: [redacted]

Dear [redacted]:

We received your correspondence regarding the above referenced case. Because you did not include a signed authorization form from the client, we are unable to provide you a copy of our response to the client dated December 9, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

Review: While providing a loan to us, SunTrust engaged in unfair and deceptive lending practices which resulted in significant costs to us. From the initial contact to permanent status, we encountered numerous issues. The approval process was unusually long. Our information on assets and liabilities was not documented properly because “the system would not allow it to be entered that way”. Finally, we were told that the bank could not loan us the amount we discussed because of a new rule that had been put into effect which the loan officer was not aware of. Eventually the loan was approved with an interest rate that was not market. The loan officer locked in the rate without any discussion. (The same thing happened when the construction transitioned into a permanent mortgage.)

There were numerous glitches in the process. One of note involved the contractor’s need to renew insurance. We were not aware of this until we needed to draw money, and then were told no money would be forthcoming until he provided proof of insurance. There were numerous other instances when communication was lacking because of using the wrong phone number or the wrong address. Bank representatives were not aware of what had been provided to another individual and requested information that should have already been on file. When the final paperwork was signed to transition into the permanent loan, the document sent to sign did not coincide with the details earlier given. We asked for clarification but the representative could not explain where the numbers originated. She was trying to wrap up the process and forced the numbers. We provided a conditional signature pending clarification, to which we never received a response. We were forced to pay $3000.00 in order to close the construction loan. An arbitrary appraisal indicated our house did not have enough market value to support the approved loan amount. We found this to be one of the most egregious incidents considering we spent from our personal funds almost as much as the bank lent us to complete construction.

The most significant harm done involved the lack of diligence performed by the inspector during construction. We spent about $1000 for inspections during construction. After we occupied the home in June, 2015, we discovered several problems and defects. Some of these issues involve violations of building code but were not cited by the inspector. Some items were not code violations but did not conform to standard building practices. To our knowledge, the inspector did not find any faults with construction.

These problems have resulted in significant costs to us and we are seeking reimbursement from SunTrust in the amount of $18,260.Desired Settlement: These problems have resulted in significant costs to us and we are seeking reimbursement from SunTrust in the amount of $18,260. There have been two water leaks caused by construction issues resulting in major damage to our home. There are numerous other issues we have had to rectify. Some repairs have been done. We anticipate spending the amount indicated based on invoices for completed work and bids to complete the remainder of the repairs

Business

Response:

Dear Ms. [redacted] We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from Mr. [redacted]. Therefore, we are unable to provide you with a copy of our response to Mr. [redacted] dated March 1, 2016. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.Ms. [redacted], if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at 855.223.4640, Monaay through Friday from 8 a.m. to 6 p.m., ET. Sincerely,Wanda H[redacted]OfficerMortgage Escalations Resolution Team \ '

Review: Suntrust Mortgage continues to call requesting to speak to a person who does not live here. I have completed the steps to confirm that they do not live here yet they continue to call.Desired Settlement: Please remove my number. [redacted]

Business

Response:

Dear [redacted]:

We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from the client. Therefore, we are unable to provide you a copy of our response to the client dated September 26,2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust Mortgage Inc.

Sincerely,

Officer

Mortgage Escalation Specialist

Review: I sustained damage to my home after a Hail Storm. My insurance co [redacted] issued a check to me immediately which was made out to Myself and [redacted] I sent them the check NEXT DAY on August 6, 2015. I also requested a claim package be sent to me. They have not sent it. They said they would fax it. Finally on August 11, 2015 they faxed the two pages. I immediately completed the forms and faxed them back. Now they say they don't have them.

They refuse to accept an email with a PDF for the forms.

In the mean time it continues to rain here in El Paso. I have $34,000 in roof damage and continue to sustain more damage because I cant find a contractor to do the work until we have money in hand.

PLEASE send me the check so I can start repairs.Desired Settlement: Send me the insurance money.

Consumer

Response:

After delay and issues with customer service he received the check.

Review: I have been a Suntrust Mortgage customer for the past four and a half years. My home mortgage is through Suntrust Mortgage for my home located at [redacted] Suntrust Mortgage is claiming they received my last mortgage payment late and is charging me a late fee. For the past four and half years all of my other payments have been received on time and this one was mailed in adequate time for Suntrust Mortgage to receive it so that it would not be late (this can negatively impact my credit score as well as the late fee).Desired Settlement: I am requesting that Suntrust Mortgage wave the late fee they are charging me because I mailed payment in adequate time (I cannot control the U.S. Postal Service) and the negative impact on my credit score that it will produce. As previously stated I have been a Suntrust Mortgage customer for the past four and a half years and all of my other payments have been received on time and this is the first time Suntrust Mortgage is attempting to (or is) charging me a late fee that I do not feel I am responsible for.

Business

Response:

Re: [redacted]

Case number: [redacted]

Dear [redacted]:

We received your correspondence regarding the above

referenced case. Because you did not include a signed authorization form from

the client, we are unable to provide you a copy of our response to the client

dated November 14, 2014. Upon receipt of the signed authorization form, we will

gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I received a letter in the mail today (11-21-2014) from Suntrust stating that they are going to waive the late fee. I am glad they mailed the letter and I accept their response 100% and am happy with the results.

Regards,

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Address: 901 Semmes Ave, Richmond, Virginia, United States, 23224-2270

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