SunTrust Mortgage

Review: After 10 years of paying an interest-only mortgage loan and due to a well documented hardship that started in 2010, there were a couple of recent mortgage modification offers presented by the bank that are unworkable due to the amount of the monthly payments. In fact the last one dated May 12, 2015, offered less attractive terms than the first one at the end of 2014. The process of requesting those modifications was long and the paper trail very meticulous and followed by timely phone calls, however it lacks a genuine intention to solve the core of the problem. The core of the problem is the amount of the monthly payment. The only answer given thus far is, "The offer is the offer and you take it or leave it"Desired Settlement: The house is our primary residence and we are maintaining it and we would like to keep it. On the last modification, dated May 12, 2015 we are willing to accept ALL the terms on it, even the value of the house which is not coming from a formal appraisal, the only change that we are requesting is for the term of the loan to be increased from 22 years to 40 years. This will make the monthly payments affordable.Only one request, to increase the term of the loan to 40 years.

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 June 24. 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 received a call today "This is an attempt to collect a debt". I am getting real tired of their harassing phone calls. I will be filing a complaint with the Revdex.com to document this. 2 months ago, I never received a statement. I called their customer service number and asked for a duplicate so I can pay. I do not do online payments of any way, shape or form any longer as we were victims of fraud recently by doing so. I was advised that I would have one coming. I "NEVER" got it. I received my next months statement which was a double payment and paid that plus the late fee (which I still feel was not mine to pay. 2 days later, I received a harassing call advising me that I was delinquent. I advised it was paid. 4 days later I received the statement I requested. One of my points is that even coming from you, the [redacted] is usually late. I received a call just 5 minutes ago "This is an attempt to collect a debt". I put a check in the mail on June 1st for $833.00. I am getting quite tired of this. This is harassment and I do not feel it is good business practice. I pay you when you send me a bill. I have even called trying to get my bill. Please do not blow this letter off as I am a customer with a serious concern.Desired Settlement: I want these calls to stop and I want my late fee refunded. I would have been fine had this ended but today is the 4th of June and I paid them on June 1. I have already received a call today. This is harassment.

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 June 19. 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: Suntrust generated a payoff quote for our mortgage at the request of our title attorney. We reviewed the letter and noticed a typo on this letter in the date in the opening paragraph that conflicted with the date given in the terms of the letter which stated the through date. Believing this could be an issue, our title attorney contacted Suntrust on several occasions to verify that the dates and amounts of the payoff were correct. Suntrust confirmed that this letter was correct and would be honored each time.

We paid off our mortgage according to this payoff letter. The next day we received a request from Suntrust for an additional $5,500.00. When we called to ask why we were being charged an additional 5.5k, Suntrust could not give us an explanation as we had paid exactly whatthey informed us we owed. After contacting several different representatives, we were finally informed that Suntrust, despite having had ample opportunity to review the letter on the 4 prior requests for confirmation, had made a typo in the date of the payoff. Suntrust has refused to honor their payoff quote and has put off our closing on a new home with their frankly terrible dispute resolution process leaving us to rack up thousands in hotel charges.Desired Settlement: Suntrust should stand by their word and honor the first payoff quote that they generated or pay the hotel bills accrued as a direct result of their failure to properly review a document they were approached about on several occasions and assured us each time was absolutely correct.

Business

Response:

Dear Mr. [redacted]: We have received and reviewed the letter that was forwarded to our office from the Revdex.com and the Consumer Financial Protection Bureau (CFPB) regarding · the above referenced loan. We appreciate the opportunity to look into the issue raised and to provide a response. At SunTrust Mortgage, Inc. we work hard to provide exceptional service to every client and regret any instance when we fall short of the goal. We apologize for any inconvenience this matter may have caused. We have reviewed your file and determined that the payoff statement generated on December 9, 2015 reflected the incorrect year (2015 instead of 2016). Thus, additional funds were required to pay the l9an in full. To rectify this error, on January 8, 2016 we deposited $5,4 76.41 into your SunTrust Bank account ending in 8162, which represented the additional interest you paid to satisfy your loan balance and you confirmed receipt of the funds. Please be advised that you will receive an escrow refund in the amount of $1,001 .62 within 30-days of the date the loan was paid in full. We are currently in the process of preparing the mortgage satisfaction documents to Palm Beach County to release the lien. Once processed, the release will be part of the official land records and available for future real estate transactions. Mr. [redacted], it has been a pleasure to service yo.ur mortgage account. We value our business relationship with you and would welcome the opportunity to assist you with any future financing. 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] Officer Mortgage Escalations Resolution Team

Review: I was recently informed that my property was re-assessed for tax purposes by the county therefore charing me $1,600. This is now causing a shortage of my escrow. I was informed when processing my loan that I would not be re-assessed from the county by my mortgage loan officer. I called the escalation department which basically responded saying that they are not responsible for my house being re-assessed. Obviously Suntrust is not responsible for doing it but when I am informed the taxes have been taken out correctly and estimated correctly because I won't have my house re-assessed by their mortgage loan department. I should not be held responsible for the inaccuracy of their loan processing individuals failing to abide by what I was informed. Why should I be responsible for the error that someone made. If this was the case my loan could have been done correctly so I would not have a short in my escrow causing me to have financial hardship!Desired Settlement: My desired outcome is that this situation be mitigated by Suntrust as I was informed by their workers that my home would not be re-assessed which is now causing me a financial hardship because I will have a shortage in my escrow account!

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 October 27. 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: This is in regards to multiple emails that I sent and SunTrust Mortgage's extremely slow / poor response to my request to remove Private Mortgage Insurance on my loan.

As per my discussions with my agent, when I took my mortgage loan with HomeStreet Bank, the PMI would be waived when the Loan to Value (LTV) reaches 80% without any special payments such as an appraisal’s fee. 18 months back, the loan moved to SunTrust Mortgage from HomeStreet Bank. When I requested Homestreet to remove the PMI, they transferred me to SunTrust. However SunTrust has been extremely difficult to work with in this case. When I asked them, they said they would escalate to their PMI department and after a few days I would get a letter with the process, completely ignoring my request and the commitment with Homestreet. I tried a few times speaking to their associates on phone, I was then asked to raise an email in my Loan account online which I did again and again I was sent the same letter to process the PMI removal through their normal means by paying a Appraisal fee of $550, still not guaranteeing PMI removal despite my property appraising by much more that the 80% LTV.

I pay $160 per month and even if I count that for a year, I have ended up paying more than ~$1800 in just the back and forth of communication.Desired Settlement: I request that the appraisal be waived and PMI removed.

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 10. 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: The refinance process was misleading. The lender (Suntrust) failed to dislcose documentation requirements prior to collecting a fee for thier service. A verbal loan refinance approval was given after a review of submitted documentation. Upon paying fees, including appraisal fee of $600, loan approval was delayed. Despite providing all requested information, loan was not completed. This process took nearly 8 weeks. Competitor managed to complete in less than 2 weeks. Lender also made multiple changes to the truth in lending disclosure statements without consent.Desired Settlement: Refund costs associated with application process.

Business

Response:

Re [redacted] Revdex.com Case [redacted]We have responded to [redacted] by letter on July 15, 2015. If

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

Consumer

Response:

Review: this company is in violation of the TILA Act, the Federal Debt Reporting Act, the Federal Debt Collection Practice Act, the Federal Credit Billing Act, the RESPA Act and Mail and Wire Fraud. This account was paid/settled (thru IRS 1099C) and as part of the agreement they were to remove this account from my credit reports and they haven't. They continue to reports this account by transmitting/mailing (Mail and Wire Fraud (under 18 U.S. Code § 1341 - Frauds and swindles, 18 U.S. Code § 1342 - Fictitious name or address, 18 U.S. Code § 1343 - Fraud by wire, 18 U.S. Code § 1346 - Definition of “scheme or artifice to defraud”). )to verify with the CRA's that the account is accurate from them and there client [redacted] is doing the same. I requested that they remove this account and provide proof of notification showing that they notified me with the required wording ( (A) As required under the FCRA Section (a)(7)(G)(i) )) as the information furnish-er, you are required to notify me of the insertion of negative listings before and after it is placed and must state the following (Required wording (developed by the US Federal Treasury Department): Notice before negative information is reported: We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. Notice after negative information is reported: We have told a credit bureau about a late payment, missed payment or other default on your account. This information may be reflected in your credit report. Please note that they have admitted to the violations.Desired Settlement: I am requesting deletion of this account from my Credit reports with the Credit Reporting Agencies (CRA’s), a letter stating that your company has requested that this account be deleted from my credit reports with the Credit Reporting Agencies (CRA’s) and $108,000 in damages for violations of Federal and States Laws or deletion of this account from my Credit reports with the Credit Reporting Agencies (CRA’s), a letter stating that your company has requested that this account be deleted from my credit reports with the Credit Reporting Agencies (CRA’s).

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 loans. We appreciate the opportunity to look into the issues

raised and to provide a response to you.We have received your concerns and the negative information

on your receipt report. We are required to report credit information accurately

to the credit reporting bureaus to which we report ( [redacted]). Our

records reveal that our reporting to the credit bureaus has been accurate. A

foreclosure sale was conducted on the first mortgage loan number [redacted] on January

4, 2011. The second mortgage loan number is [redacted] was c charged off on

February 17, 2011.[redacted] if you have any questions regarding this letter you

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

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

Review: I have a mortgage loan with Suntrust since 2006. They started me with 7.5% and 12.5%- what a rip off. They told me in a year or so of paying on time, I should be able to refinance- what a lie. My house is under water; loan ammount 320,000, its worth now: 235,000.I have applied for a modification for 3 times in the past 12 months. They keep denying. All I am asking is for a better interest rate. I am racking up $1000 on credit card expenses to be current. Please read lettter below that I sent: (they showed me thier middle finger)Dear SunTrust, "Seeing beyond money" "Live Solid. Bank Solid."With a very heavy heart, I am writing to you. This email will be sent to all the Media channels, my state senators and the President's online submission page as well."Thank you for your inquiry. After thoroughly reviewing your request, we have determined that you are not eligible for a loan modification at this time."The above statement is what you have quoted. Seriously??I am sure there was a careful review, thats why you would find myself ineligible for a better rate and continue to charge me hundreds more than the ones who are making hundreds of thousand more than me. Isn't there something inherently illegal about offering the same product at different prices to different segments of society?Well, we still will accept our fate. Over the first few years your organization charged me a mere 7.5% and 11.75% on my loan for over 3 years. You originated the loan and knew exactly how much is affordable. One of the very first things that our government did was to bail out you Banks. You guys found a way to grind me out asking me to resubmit multiple documents multiple times, only to deny it after: CAREFULLY REVIEWING IT. Want my review: you guys dont what to work with us, Fine we dont want to work it you either. One of us equals many of us, disrespect one of us, you will see plenty of us. Before we go any further, I want you to refund me back the following:Hours I worked on it: 11 * $40Desired Settlement: All I am asking is for a better interest rate. I am racking up $1000 on credit card expenses to be current.

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 June 13, 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

Executive Services

Consumer

Response:

No offer made- continued to be stubborn and embarrass me more. I dont think they give a rats about Revdex.com, let alone me, one of thier millions victims.

I felt like I wasted my time, and was being hopeful about this whole thing. Is there another Better Than Bettter Business Bureau who actually has the authority and ability to better the situations that lie within? My asking is within the company's capacity to resolve it.

Thanks!

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: In January of this year 2013, I applied with Suntrust Mortgage for a refinance of my home. I spoke with [redacted] by phone, gave him all the information for qualification. He said I qualified after giving him all my information.I also paid $212.00 at that time. I had to have a land survey even tho I had one already that cost me $200.00. Then a 4 point that I had done 2years ago. that cost $100.00 Numerous faxes, that are not cheap. It seemed I was really taken advantage of by this company. At the end of May they said I was disqualifed because of my credit score. I think I was falsey led by this company. People beware by the tricks in advertizing for refinance!![redacted]Desired Settlement: I would at least like to have the $212.00 refunded.

Business

Response:

Dear Ms. [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 June 24, 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 Escalation Resolution Team

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: [email protected].

Review: On November 10, 2010, I called Suntrust Mortgage to find out when I would receive my escrow refund check as my mortgage was paid off and my new mortgage with another company was taking care of my escrow. I was told that they had 30 days to get my escrow refund check to me and I would just have to wait. I felt this was a ripoff because the escrow is not Suntrust's money but mine but felt that the 30 days gave them an out to get the paperwork processed but probably wouldn't have to wait 30 days. On December 8, I checked online in my old account with Suntrust and it show my account had been paid off on November 12 (or cleared with them then) but my escrow showed that it was cleared on November 24. Both had zero balances. I called Suntrust and got a hold of their customer service. I told them ever if they send a check out on November 24 I should have received it by now. They came up with the same song and dance about 30 days. They indicated that they could stop payment on the other check but if it was in the mail I would have to wait unnecessarily (probably another 30 days) for the check to reissued and send out. I told them I would wait a few days and call back if I had not received it. On December 11, when I did not get the check in the mail, I called Suntrust again and they gave the same info that they had 30 days but now they was using November 24 as the start of the 30 days. I feel this is just a scram from Suntrust to use my money to draw interest and probably upset because I chose another mortgage lender . Who knows? All I want is my escrow money.Desired Settlement: I want a certified check for my escrow money. Certified check because I feel that the check is either lost in the Suntrust company or in the mail. I don't feel secure with it being just in the mail. I would like an apology and a check into their policies of escrow refund issuances. I have had my mortgage with this company 7 years and always paid on time and I don't feel I should be treated like this.

Business

Response:

Dear [redacted]This letter is regarding your correspondence that wasforwarded to our office from the Revdex.com regarding the abovereferenced loan. We appreciate the opportunity to respond.Congratulations in paying your loan in full. Our recordsreflect that on November 12, 2014, we received $74,840.54, which satisfied thetotal amount due. At that time you have an escrow balance of $1,107.74, whichwould be sent to you within 30 days of the paid in full date. On November 18,2014, we sent your mortgage satisfaction documents to [redacted] to release thelien. Once process, the release will be part of the office land records andavailable for future real estate transactions. On December 16, 2014 I spoke with you and concerning theescrow refund check [redacted] dated November 24, 2014 in the amount of$1,107.74. At that time you advised me that you had not received the escrowrefund. As you requested, we placed a stop payment on check [redacted]. [redacted] isa replaced check [redacted], in the amount of $1,107.74. However, if you shouldreceive check [redacted], dated November 24, 2014 in the amount of $1,107.74, we areasking you to destroy the check.It has been a pleasure to service your mortgage account. Wevalue our business relationship with you and would welcome the opportunity toassist you with any future financing.If you have any questions regarding the servicing of youraccount, you may contact our Client Services Department at [redacted], Monday throughFriday from 8:00a.m to 8:00 p.m or Saturday from 9:00 a.m. to 3:00 p.m., ET. Arepresentative will be glad to assist you. If you have any questions regarding thisletter, you may contact our Mortgage Escalations Resolution Team at [redacted],Monday through Friday from 8 a.m. to 6 p.m., ET.Sincerely,[redacted]

Review: Hi, I am writing in regards to my recently closed checking account with Sun Trust Bank. I appreciate your time and assistance. The nature of my complaint involves the following: My account accrued over $1000 in return item fees over the course of a 4-7 weeks time. Only $150-200 of the items were covered. I paid each original local creditor. Had Sun Trust covered these items, my account would currently be in a positive balance. Each check came through several times/revolved, adding 2 fees to each check, then one with each creditor. I was aware of the issue and wanted to bring the account to a positive balance, but was without the monetary means to do so at the time. I would also like to add I was recently struggling with a very serious muscular, immune and central nervous system disease, with many complications, including a digestive disease, knee and shoulder injury, pinched nerve and naturally, critical illness related depression. I had and continue to have many symptoms unfortunately similar to ALS. The situation and illness was very serious, and therefore I have been increasingly struggling financially the last several years, deeply at times. My account # is[redacted]. I also have a reference #/complaint # after speaking with 2 Branch Mgrs., # [redacted]. I had intentions of reducing the negative balance and spoke with account recovery several times, where we made a payment arrangement of $50/every 2 weeks. I was assured repeatedly that the account would not be closed, which later turned out to be misinformation. Also, secondly I was given misinformation and not told/made aware that an account cannot be past due beyond 60 days. Lastly, my check card was canceled. All of this was shameful, frustrating and degrading to some degree, all due to fees. One week later, under the assumption the account was still open, I went to a Branch Mgr. in [redacted] to ask for a reduction of fees, and she told me at that point the account was closed, and she could not help...Desired Settlement: To Cont. The Branch Mgr. then called Account Recovery for me, and told me they had no record of the payment agreement. I was shocked! I could not believe it had not been documented. There was some level of trust broken at that point. I was discouraged, but still resolved to attempt communication. I spoke with Account Recovery again, and a 2nd Branch Mgr.. I am requesting the account be brought to $0 balance and re-opened asap. Or a 80% reduction in fees considering circumstances. Thank you.

Business

Response:

Dear [redacted]:We have received and reviewed your correspondence forwardedto us from the Revdex.com regarding the returned item fees that were assessed to yourabove referenced account. We appreciate the opportunity to respond.We regret that you were not satisfied with the service youreceived contacting us about the account. Pelase be assured your commentsconcerning this matter were forwarded to the appropriate management area. We understandthat this has been frustrating for you and are glad that we can provide some reliefto help you during this difficult time.We understand that you spoke with [redacted] regardingyour account. [redacted] informed you that as a courtesy, we waived fees and servicecharges totally $570.03. this leaves you with an amount owed to SunTrust of$509.40. we encourage you to contact our Demand Deposit Account Recovery and RetentionDepartment, before December 7, 2014, at [redacted] to discuss paymentoptions.[redacted], we hope the information provided is helpful toyou. If we may be of further assistance, please don’t hesitate to call[redacted] or visit any SunTrust branch. Our representatives will be glad tohelp you.Sincerely,[redacted]

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.

Regards,

Review: I have been seeking the settlement of a short-sale to my house mortgaged with SunTrust Mortgage. I have repeatedly been asked to provide the same information on numerous occasions. The representatives state that they can not find documents that I have repeatedly submitted via mail, fax, email, and by picure email. The representatives complain to me of computer problems. They rarely return calls/voicemails. There has only been one occasion where a representative answered my call instead of my having to leave a voicemail. I have been actively pursuing a short-sale since November 2013, along with the help of my real estate agent. I lost a contracted buyer for the house because SunTrust delayed the closing date two times. I now have another contracted buyer and SunTrust says they sent documents for approval, which I have not received. I have contacted numerous employees through their Home Preservation Department, as well as any email I could find from their website. It seems as though my file has shuffled through at least four employees, without much being done to rectify the situation or move the sale along. My real estate agent and I continue to contact SunTrust but we have no closure or answers yet.Desired Settlement: I would like for SunTrust to submit the sales contract to their committee and hopefully agree to the short sale. We have been waiting months just for the completed file simply to be sent to the deciding committee.

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 June 17, 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,

Review: I have a 3.3 year old mortgage with SunTrust. The account is in good current standing and we have never been delinquent on a monthly payment.

The current LTV ratio is estimated to be at approx. 72%. This figure is only an approximation based on current comparable properties and personal contacts in the mortgage industry.

Based on my research, we should be able to remove PMI. I contacted SunTrust regarding the procedure. They asked that I set up an account and send a "secure email." I did set up the account, but their "secure email" link has continued to give a system error message, since I began this process. I contacted them and they assured me the IT department would fix it. It has been over a month and it is still not fixed. In the meantime, I went ahead and wrote a letter dated 2/17/16. Two weeks later, I received a letter that they had received my letter. The next week, I received a letter that they needed more time to process the information. What information.? I hadn't provided any? Finally, on Friday 3/11, I got a letter outlining the process for PMI deletion. We were to complete the form and send $450 to have an appraisal done. I was prepared to go ahead and do so, but I received another letter today 3/14, stating that my request has been reviewed and denied and they provided a LTV %.

What was reviewed? No additional documents were submitted.

Where did the LTV % come from? You do not possess a current appraisal.

Please explain how between 3/7 and 3/9 you were able to review, appraise, and then deny my request without any additional information.Desired Settlement: Deletion of PMI

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 29, 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, Monday through Friday from 8 a.m. to 6 p.m., ET. Sincerely, . Wanda H[redacted] Officer Mortgage Escalations Resolution Team

Review: SunTrust bought my mortgage in April 2013 and payments were to start May 2013. I sent my first payment through my bank on April 28, 2013. I spoke with an agent of theirs and was told the payment wasn't received and I was probably due to the loan not be set up yet. I had to make a payment over the phone and no fees or penalties were assest because they hadn't set it up yet. I have my mortgage payment set up on auto pay through my bank and the next payment was sent May 28, 2013. I got a call beginning of June saying they hadn't received payment for June. My bank reported the payment went through but Suntrust couldn't find it. Fast forward to June 14th, my wife calls to see if the payment had been found and was told no and if we didn't have a payment to them by June 17th we would be assessed a late fee. My wife was told to make a payment over the phone ($15 fee required) or mail it. If it was mailed it would have two days to get there or there would be a late fee. I called to get a refund of the $15 since I have been making my payments on time and Suntrust can't seem to find it. The collections agent informed me it was my fault because the loan hadn't been set up yet and I shouldn't have sent the payment through my bank since it didn't go through the first time. He said I should mail it or pay over the phone. I'm not sure how mailing my payment would help if the loan wasn't set up yet and I'm not sure why I should have to pay $15 to pay over the phone since they don't have a way for me to pay them. These threats of late fees that are ridiculous. I have no protection from them throwing a late fee on my account and having it effect my credit score. I am trying to pay my mortgage before it is due Suntrust is not helping. Their collections department records the calls. Please review all of them and tell me if there is something I'm missing?? I have request my $15 paid back to me from Suntrust.Desired Settlement: Send me a check for the $15 fee we had to pay for paying over the phone, since they don't want to take the payment that was sent on time to them from my bank.

Business

Response:

Dear [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 a copy of our response that was sent to him dated July 2, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

If you have any questions or require any additional information, please contact me at [redacted], Monday through Friday from 8 a.m. to 5 p.m. ET.

Sincerely,

Officer

Executive Services

Review: My mortgage is due on the 15th of the month. For my convience I pay 1/2 on the first and the other 1/2 by the 15th. They say they cannot take partial payments and charge me a late fee. They threaten that they return my payment to my bank which they do not do. It makes no sense that they cannot accept partial payments and then charge meDesired Settlement: Also change policy. If I paid extra would they accept that ?

Business

Response:

Dear [redacted]:We received your correspondence regarding the abovereferenced case. Because you did not include a signed authorization form fromthe client, we re unable to provide you a copy of our response to the clientdated January 8, 2015. Upon receipt of the signed authorization form, we willgladly share a copy of our response with your office.

Review: Mortgage was commenced with Suntrust on 02/2014. The experience thus far is horrendous, at best. In fact, this has been the worst, most unorganized, misappropriated experience of business thus far in my life. It is not only disappointing but shameful and embarrassing.

The mortgage payment has never been tardy, yet Suntrust is reporting tardiness due to their misappropriation of funds.

Too date we have payments made and received, months prior, yet still remain unapplied or misapplied. Interest and fees are attempted to be charged without substantiation since the payment received in full.

Calls and Collection Agents on behalf of Suntrust FLOODED my phone daily, minimum six calls a day, although payments received in excess.

Money to the tune of $450.00 sent to places from my escrow account Suntrust was unable to account for and was and is undue. This money was not credited back to my account properly causing additional interest, undue.

To date money in the thousands is misapplied or unapplied.

This is embezzlement and theft in my view.Desired Settlement: In resolution the account needs to be corrected and payments applied accordingly. All tardy payments reported corrected with all agencies IMMEDIATELY. a letter of correction and apology alongside a plan to correct this issue going forward.

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 June 23, 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.

Review: This is to request a refund of the following fees we have had to pay due to the neglect of SunTrust mortgage division to disclose [redacted] Financing Guidelines before the application process: Appraisal fees: $[redacted] ($[redacted] per unit) Application fees: $** ($** per unit) Inspection fees: $450 Total: $[redacted] ([redacted]) According to my research, these guidelines prohibit the banks from financing for such [redacted] and the banks are supposed to disclose this information to the buyers before the application process in order to avoid any unnecessary expenses on the buyer side.Desired Settlement: Full refund of the expenses incurred by the buyer due to mis-information by the mortgage division.

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 February 28, 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:

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Dear [redacted]:

Per our phone conversation, I am sending you the required authorization form to re-activate the case ID[redacted] against SunTrust Mortgage. Please note that per their correspondence with me so far, they have not cleared why they have not disclosed existing regulations against issuing mortgage for the type of units I had planned to buy.

Thanks for your help with this case.

Regards,

Business

Response:

Dear [redacted]:

We have received and reviewed your 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 this issue

raised and to provide a response to you.

On October 21, 2013, we received two loan applications for the

condo referenced about. You requested an expedited closing. In order to

expedite your loan application, we ordered the appraisals before the condo

review process could be completed. After reviewing the file, the loan

applications were denied because the condo project did not meet Agency Requirements.

A denial letter dated November 14, 2013 was sent to you for each loan

application.

Please understand that we are unable to determine the

qualifications of a property or applicant until we fully review the loan

application. SunTrust Mortgage, Inc (SunTrust) is required to document and

review all information related with the loan application prior to making a

decision. We have fully reviewed your complaint and the loan applications

process and determined that SunTrust was in compliance with the initial

disclosures. We respectfully decline your request for reimbursement of the fees

involved with these loan applications.

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, and equitable, and non-discriminatory manner, and in compliance will

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 needed. To that end, we scrutinize

our disclosures to ensure that they are clear and understandable and we verify

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 air 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.

[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.

Sincerely,

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 SunTrust (or any mortgage company) should already be aware of the federal regulations concerning the loan application and limitations thereof. Rather than notifying the customer of these limitations, SunTrust has attempted to issue a loan and charge the customer regardless of the fact that the loan could not have been issued in the first place. Neglect of the facts (federal regulations) that the bankers should know does not release them from their liability to customers.

Regards,

Review: I have had a mortgage with SunTrust Mortgage since 2002. I always make my monthly mortgage payment through the SunTrust Mortgage internet portal. In December 2015 I logged on to the site to make my payment; after logging on I was asked to update my security profile: new password and new security questions. After I updated my security profile I was unable to gain access to the SunTrust site and (after numerous attempts) have been unable to gain access since. I consistently receive a Suntrust "System Error" message. I spoke with a customer service agent in December but the agent was unable to resolve the issue. I eventually made my payment by telephone. I contacted SunTrust customer service again on January 5, 2016 and spoke with 3 different agents. Each one instructed me to reset my password but after the successful password reset I was still unable to access their mortgage portal website. I continue to receive the following message: "System Error. We're sorry but an unexpected system error has occurred. We are unable to process your request." At the request of customer service I deleted cookies on my browsers and tried logging on through 3 different browsers. The 3rd customer service agent ended the conversation by telling me there was nothing else Suntrust could do to resolve the issue, that the problem was on my computer. I am sure this is not the case as I have used two completely different computers on 2 different servers. Both computers have updated technology and updated browsers. Also, this problem did not occur until I updated my security profile in December - at SunTrust's request.

As a result of this issue I cannot make on-line mortgage payments and I cannot see my account information, loan information, payment history, etc.Desired Settlement: Ability to successfully log on to the SunTrust Mortgage website to pay my mortgage and to see my account information.

Business

Response:

Dear Ms. [redacted]: . 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 and to provide a response to you. We regret that you encountered problems in your attempts to make a one-time payment on your mortgage loan. On January 25, 2016, Ms. Jessica [redacted], Client First Solutions, contacted you and left a message for you to return the call. Ms. [redacted] would like to assist you with logging into your on line account. You may contact Ms. [redacted] at [redacted] She will be glad to assist you. Your January 2016 payment was received and applied on January 15, 2016. The next payment is due on February 1, 2016. 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. If yo·u have any questions regarding the servicing of the loan, you may contact our Client Services Department at 800.634.7928, Monday through Friday from 8 a.m.to 8 p.m. and Saturday from 9 a.m. to 3 p.m. ET. Sincerely, Kewanna [redacted] Officer Mortgage Escalations Resolution Team

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] I appreciate their response but it did not contribute to the resolution of my complaint. I decided to make another attempt through SunTrust's client service number to find resolution and, fortunately, a random customer service representative was successful in resolving my problem because she had encountered the same issue with a previous client.

Review: Suntrust is denying a refinance with the sole purpose of keeping a loan at a high interest rate. Company refuses to reply to repeated requests to explain the reasoning for this, most likely because there is no other logical explanation. Here are the facts: Original home loan for $90,000, 10 years ago. No late or missed payments to date. 560 credit score at time of loan. Current situation: 783 credit score. Yearly income is over double what it was at time of loan. Loan amount now is $72,000. Reason for denial is "insufficient income" - thats the whole explanation and I have been denied any additional information and no one from suntrust will return my calls or emails. Now, if I am paying $843 a month and have never missed a payment, how do I have insufficient income to pay a $660 a month payment? By their logic, I can't afford the payment I am currently making. How can I not afford to pay less than I am paying now? Why does the company not respond to phone calls and emails? The only logical explanation is that Suntrust desires to keep me at a 6.25% interest rate for the remainder of the loan. The company's own original loan documents state the monthly payment should not exceed 1/3 of your total monthly income. $660 a month is less than 17% of my monthly NET income. The total of ALL my other bills is less than the mortgage payment as well. It is unethical for a bank to deny someone a service with the sole purpose of extorting more money than is necessary from said person.Desired Settlement: I would say a reasonable explanation as to why this refinance was denied, but I am very confident there is no reasonable explanation. So I would either like the refinance to be completed, or the principal balance adjusted to reflect a $660 a month payment for the remainder of the loan.

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 November 13. 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]

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I apologize for the tardiness in my reply to this matter. Suntrust did finally contact me. Apparently their answer is they will not consider the documentation I have provided them for rental income, even though I use a rental property company and have documentation for every month showing the rental payments. I was told I have to show a positive income amount from the rental on my tax return in order for them to consider these payments. I explained that this would never be the case unless I can refinance, as I do not gain money on the rental, the payments just pay for the mortgage itself. The response was that I can reapply next year.[redacted]

Review: Our mortgage has been with Suntrust for almost 7 years. We have been model customers, always making our payment on time. We have excellent credit. We have contacted Suntrust in the last couple of months in hopes of refinancing to lower our mortgage payment. We have a valid reduction of income to show as hardship. Suntrust has done absolutely nothing to help. Everyone I speak to only gives half the story or half an answer. They are always withholding information about the status of our account. No one is EVER reachable by phone so I always have to speak to a random person. I received letters stating that the modification was denied and when I call to ask why they state it's because I didn't provide certain information. When I state that I was never informed that I needed to provide the information, they backtrack and state that I should ignore the denial letter, it was sent in error. This went on for weeks until they flat out denied us any refinance or modification. Next thing I know, about 5 days after my May mortgage payment clears my bank, I start receiving automated phone calls that our payment is past due and we are at risk of being in default. When I call and finally speak to a live person she says the standard Suntrust line "oh, just ignore that" we have your payment. And I state that they should since it has cleared my bank. So now, we are trying to pay our current mortgage and they did not send our payment coupon. So when I call to inquire they say it was mailed but we can pay online if we want. So I go to pay online and it does not let me. There is apparently some sort of hold on our account which will force us to default. In addition, the person I spoke to about this on the phone did not mention this. She just put me off saying the statement was in the mail or we can pay online. This is what continually happens at Suntrust. They do not value their customers and they withhold information. I am fed up and want out of my loan but am a victim of the housing crash and stuck.Desired Settlement: Refinance loan or some other mutually agreeable compensation.

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 June 17, 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,

Assistant Vice President

Executive Services