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SunTrust Mortgage Reviews (962)

Review: Our mortgage was sold to Suntrust in July 2015. We have never missed a payment. We were notified in writing that the mortgage was sold and filled out the forms to have our payments automatically drafted. I spoke with someone who said that after I filled out the forms and mailed them that the payments would be taken care of and automatically drafted. We followed their instructions and now due to them not drafting our payments they have placed a report on our credit review. I was told on September 14 by Wyndall that nothing would be reported on our credit report. We have been receiving multiple messages concerning foreclosure on our house. When we call they tell us to "ignore" the calls and that our payments are up to date. There are hundreds of similar complaints about this company on the internet.Desired Settlement: We would like SunTrust to correct our credit report and stop calling us and sending letters regarding foreclosure.

Business

Response:

Dear [redacted]:This letter is regarding the correspondence that was

forwarded to our office from the Revdex.com (Revdex.com) in reference to

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

raised and to provide a response to you.Our records reflect that on July 2, 2015, SunTrust Mortgage,

Inc. acquired your account from [redacted]. On July 13, 2015, we

received and posted 41,961.85 as your July 1, 2015 payment. On July 21, 2015,

we processed your request to setup the account on our automatic drafting

program, [redacted]. The [redacted] letter was sent to you informing you that the

draft would begin with the September 1, 2015 payment. Because you elected nine

delay days, your payment would be drafted on the 10th business day

of the month.We did not receive a payment in August 2015, thus we began

to generate letters offering loss mitigation assistance and collective calls

advising you the account was in default. On September 12, 2015, you authorized

a [redacted] draft in the amount of #3,923.70 for the August and September 2015

payments. Please be advised that although you August 2015 payment was late, you

were not assessed a late fee. On October 13, 2015, we received and posted

41,961.85 as your October 1, 2015 payment. As of the date of this letter, the

next payment is due on November 1, 2015, which will be drafted on November 10, 2015.We reviewed the credit reporting to the three major credit

agencies ([redacted], [redacted], and [redacted]) and determined that the file was

reported 30 days past due in September 2015. We submitted an update to the

credit reporting agencies to remove the delinquent reporting. Although we furnish

the information to the credit reporting agencies, SunTrust Mortgage, Inc. does

not have control over the length of time it takes for the correction to be

processed. If you have any questions regarding the reporting, please contact

the credit reporting agencies [redacted], [redacted], and [redacted].If you have any questions regarding the servicing of your

account, you may contact our Client Services Department at [redacted], Monday through

Friday from 8am to 8pm or Saturday 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]

Review: In April I deposited over $800 (cash) into a Suntrust ATM. The machine then shut down without posting the money to my account. I checked the deposit and return slots. My money had not been spit out. I went inside and filed a claim which resulted in my account being credited with the money while they investigated. Being sure that my money was in the machine, I didnt think much about the issue after a couple of weeks. On June 5th I saw that Suntrust had reclaimed the funds from my account, resulting in an overdraft fee and a large deficit in my account. When I called Suntrust they were absolutely no help. I am currently waiting on an affidavit that they're sending to me via "snail mail", which I wAs told by the Suntrust employee I spoke with, "Won't go anywhere because the case has been closed." So because of Suntrust's faulty machinery and incompetent investigators, I have lost $833 with overdraft fees that will continue to build as time goes on. I will not be banking with them any further and I will personally advise against banking with Suntrust.Desired Settlement: DesiredSettlementID: Refund

I would like all of my money returned to me asap along with a written apology.

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.

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: I change the home owner insurance for the property located at [redacted]. Suntrust sent me a mail and asked me to update insurance information online on their web site. I did that. But since august 2014, they created an escrow account against my knowledge and against my approval and against my closing statement, where it states owner pays home insurance. I found out about it when I received a letter from them asking for more money for escrow shortage. I called many times but they used languages not easily understandable and with scare tactics, they took my credit card number and charged me for escrow shortage. Calling and talking to representatives did not yield any resolution.Desired Settlement: Business must close the escrow account and refund our money we paid for escrow almost a year and the money we paid for so-called escrow shortage.

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 and to provide a response to you.Our records indicate that we recently reviewed your concerns and responded to you in the enclosed letter dated Jun 19, 2015. Since then, the escrow account has been deleted. As you are aware, the escrow account balance was zero and there were no funds to be refunded. The new monthly payment is $1,285.15 effective with the July 1, 2015 payment.Please note that timely payments are required for all future insurance as well as tax payments. Should we have to establish the escrow account due to untimely payments, it will remain for the life of the loan.[redacted] 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. 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.

Review: I am complaining because I refinanced my property in 2011 along with my husband. I am now separated and went to refinance a vehicle to find out when they ran my credit that the original loan is not showing as paid off on my credit so it looks as if the loan is still open.Desired Settlement: I would like my credit updated to show that the old loan was paid off when the house was refinanced in 2011.

Business

Response:

This letter is in response to correspondence we received from the Revdex.com (Revdex.com) dated July 12, 2013 regarding the above referenced mortgage loan. We appreciate the opportunity to look into the issue raised and provide the following response.

Review: The servicing of my loan was transferred on Oct 1, 2014 to SunTrust Mortgage. On Oct 2, 2014 a welcome letter was mailed from SunTrust Mortgage to me with my new loan # and payment info which I received on Oct 9. In the letter it stated that I had a new loan grace period until 11/30/14. I added SunTrust to my bank's autopay and initiated a payment on Oct 9 for $1, and then waited to make sure the $1 was received before paying the remaining balance due. On Oct 13 I received a voice mail from SunTrust and a number to call. I called them back on Oct 14 and the number was to their collections department. I told them there must be a mistake as my loan was just transferred over. The woman I spoke with told me she could not help me until she disclosed all the legal disclaimer necessary on collecting a debt. She then told me I had a balance due and when was I going to pay it. I told her the above info and she said, the $1 had come through but now the rest was due. She said if I wanted to stay in my home I better pay.

I can't believe SunTrust would treat a customer - who has only been with them 2 weeks(!) in such a deplorable manner. I was treated like a deadbeat. I can understand a company calling to let me know the $1 had come through and that the remaining payment could now be made, but instead I was handed over to their collections department and treated like anyone else who might be delinquent in payment.

I asked the representative isn't there normally a 'grace' period every month for payments and she said that yes there was and it was until the 16th of each month. But she said we will still call you before that date if we don't receive your payment by the first. Again, this behavior seems ridiculous and I wonder if it is legal.Desired Settlement: I want to know if the behavior of SunTrust is legal? Can a mortgage company send an new customer - a customer of less than 2 weeks - to the collections department and have that collections department start calling customer and harassing them within 2 weeks?

Business

Response:

Dear [redacted]:

This letter is to acknowledge receipt of your correspondence or inquiry on 11/12/14. The SunTrust Mortgage Escalations Resolution Team is currently researching your questions or concerns, and we are focused on responding to you as quickly as possible. As we work to respond to your concerns, we will attempt to contact you each week to provide an update on the status of your inquiry.

If a member of the Mortgage Escalations Resolution Team has not been in contact with you as of receipt of this letter, or if additional questions or concerns regarding the status of your inquiry , please contact us at [redacted], Monday through Friday from 8 a.m. to 6 p.m., ET and reference your case number above. Thank you for giving us the opportunity to serve you better.

Review: First off we fell behind on our mortgage in 2012 and received a deferment. At the end of the deferment we were then told we needed to pay the amount we weren't paying during the deferment period. This caused us to be even further behind. Then we were offered to have a loan modification in 2013 and received the documents, signed and returned asap. We then received no word of what was going on until we were contacted that the papers had expired and needed to be re-submitted. Again we signed and returned asap only to have new documents sent in again because again they expired before anything happened. Finally I called HUD and they helped get the modification completed.

After the modification documents were signed and sent back we had to make three "trial payments" by mail with money orders that started April 2013. They said after these "three" payments we would be able to make normal payments by what ever way we wanted. When the "trial payments" were completed our Home Preservation Representative told us we would need to continue to make trial payments until further notice. This time the "trial payments" needed to be made by phone only and only by speaking to a live person that was my rep or someone else in the department, not even with the automated service or customer service. This continued until November 2013 which was the last time I got to speak with anyone to make my payments. We also received a new package that said there was errors on the modification documents and need to sign the corrected page. I was not able to speak to anyone about what this was either as the letter with it did not explain anything. When I would call I would get a voice-mail for my rep or when I would select the option on the phone for a backup I also got voice-mail.

Now since March 2014 I have spoken to someone four times, today was the first time I have spoken to my current rep. Our rep has changed three times since November 2013. She then told me that my loan has been escalated and now she cant help me as I now have a new single point of contact. So now I am 7 months behind because no one was ever "at their desk" when I called and they would always call me back in the mornings despite that my messages I would leave always said that we, my wife and I, are not home until after a certain time. I received notification by letter today that we are now back in foreclosure. I have been given different amounts that my payments are and different amounts for what I owe right now.

I feel as if I am being given the runaround so that I will be forced into the loss of my house.Desired Settlement: I need someone to talk to me that knows what is going on and what my options are now and is not just going to take my information and pass it on. We do not want to lose our house so we really want to get this resolved as soon as possible.

I feel as if Suntrust Mortgage is responsible for our delinquency due to their lack of availability and communication.

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 may 20, 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 contacted my mortgage company in August when I realized they were showing our statement as one month behind when we were current. I spoke with the Customer Service Department and requested accounting detail of our account so that I could reconcile how they applied my payments. Within three days I received the back-up requested and immediately found the error. I communicated my findings to them and requested the fax number that I needed to send my banking documentation to them. They were sent three faxes (receipts confirmed) on 9/4, 9/5, and 9/13.

I was placed on collection status and was no longer able to communicate with Customer Service. All my phone calls have been routed to the Collections Department, who could give me no information regarding whether or not the Dispute Resolution Department received my information and they would not provide me with the phone number to speak with them directly. I began receiving nightly phone messages from a Collections employee by the name of [redacted]. She was always gone by the time I received her message. I would phone the number each night for 5 nights in a row and provide my daytime phone number to them so that I could be reached by her. She never contacted me. The persons I was speaking to each night would tell me that in "notes" my account was under review and someone would be contacting me. They proceeded to insist I needing to send them approximately $1,200.00 to prevent my mortgage from going into collection foreclosure. I had to refuse this because the nature of the complaint was that there accounting was flawed not ours. They refused to take my mortgage payments unless I paid double. I have had to overnight my mortgage to this address in hopes that this was in the process of getting resolved. I was told by a Supervisor at one point that my complaint and documentation was being forwarded for a higher level review and that this would take approximately 10 to 15 business days before someone would contact me.

Finally, I phoned them on 10/10/13 to inquire as to the status of this reconciliation. I was told that Collections closed my dispute because "[redacted] did not hear from me so she closed the dispute". The person who told me this was [redacted], in SunTrust's Mortgage Customer Service Department. She then proceeded to tell me I had to re-open my complain and re-fax all my documents to her Department because she could not verify the fax number I was initially given. She would not believe that this was the fax and Department name that was given to me by the original person I spoke with in August. This person was very specific of what I was to put on this fax cover sheet and I repeated all the particulars back to him to make sure.

To date, I have spent at least 20 hours on the telephone with at least 15 different Sun Trust employees who keep transferring me from one department to another. None of these conversations have yielded any results and I keep receiving letters to the effect that I am in collection status and asking if I need to apply for assistance to avoid bankruptcy. I have no idea what they have done with my payments and they have been assessing fees continually. I have no idea how bad this is based on just the account activity detail I received. I cannot continue to deal with any representative of those numbers I am transferred to because I am getting nowhere and I am beyond frustrated and in fear for my credit status and even my health due to stress.

I am respectfully asking your organization for any help you can offer.

Sincerely,

[redacted]Desired Settlement: I would like a full review of my account by a qualified, unbiased accountant. I am employed at a [redacted] company and can definitely tell that there has been very bad [redacted] entries on my account. I would appreciate my account to be put back into "good standing", a full reimbursement of any monies that have been draw from my escrow, and a full credit of all the late fees that have been paid and or assessed.

Business

Response:

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 October 10,2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Sincerely,

Office

Mortgage Escalations Resolution Team

Review: In 200*, my wife and I obtained a home loan that was ultimately purchased by SunTrust Mortgage. The loan is a [redacted] ARM with [redacted] caps, having an initial interest rate of [redacted]%. The adjustable rate is tied to the 1 year [redacted], pulled 4* days prior to each change date (the "Current Index").

Per our loan documents, the formula for calculating each new interest rate is the Current Index, plus a margin of *%, rounded to the nearest 1/8th. This total is then subject to the aforementioned */*/* caps, with *% being the maximum possible adjustment on the FIRST change date, *% being the maximum possible adjustment on each SUBSEQUENT change date, with a lifetime cap of *% above our initial rate of 6.**%. These figures are spelled out in real numbers in paragraph (D) of the loan document entitled "[redacted]."

Our loan is now scheduled to adjust for the FIRST time. According to the notification letter we received from SunTrust, the Current Index value on [redacted] was [redacted]%. After adding the margin of *% and rounding to the nearest 1/8th, the new figure is [redacted]%. As this is the FIRST change date, that amount should then be subject to the "*" of the */*/* caps. This limits the new rate to [redacted]%.

However, our letter from SunTrust states that our new rate is [redacted]%, based on a *% cap. SunTrust erroneously claims that a *% cap applies at all times during the loan, including at the first change date.

The wording of the original loan documents is very clear - the *% cap applies to change dates AFTER the initial change date, hence the [redacted] caps. Thus, the correctly adjusted interest rate is [redacted]%.

My wife and I have spent several hours on the phone with SunTrust Mortgage's Client Services Department. We have now received at least three different explanations for why our new rate is being calculated at [redacted]%, none of which is compatible with the wording of our loan documents.

It appears to me that SunTrust's steadfast refusal to correct this obvious error is the result of either negligence, incompetence, or malfeasance.Desired Settlement: The new interest rate on this loan should be [redacted]%, effective with the 11/1/2013 payment.

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.

Sincerely,

Officer

Mortgage Escalations Resolution Team

Review: I processed a mortgage with Suntrust that closed at the end of December. My first mortgage payment was due February 1st. I mailed a payment to Suntrust on 1/26/16. I have verified with my bank that Suntrust has received my payment.

My problem begins with my loan immediately being sold to US Bank. US Bank does not show that I have ever made a payment on my mortgage. I have contacted SunTrust 5 times and asked them to forward my payment. Here are the problems I face with every call:

1. Suntrust can not locate my loan information with the loan number on my payment coupon given to me by Suntrust

2. I have been asked twice to send proof I have actually made a payment to Suntrust

3. I have been promised multiple times that a supervisor will call me back within 24 hours

4. I have been given a promised date that my check would be forwarded to US Bank "your payment will be there in 5 days"

Mortgages are bought and sold daily. I work in the industry. This is a common issue that happens, but the employees act like they don't have a clue what to do. Suntrust has my money and it doesn't seem like my payment will ever make it to US Bank because I can not get help from Suntrust customer service.Desired Settlement: Send me my money back or give me documented proof that my payment is being forwarded so this does not ruin my credit.

Business

Response:

Dear Mr. [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 sincerely regret that you did not have a positive experience when you contacted SunTrust Mortgage, Inc. (SunTrust) about your February. 2016 monthly mortgage payment. SunTrust received the funds from Fiserv/CheckFree, third party payment vendor, for your loan, which did not board the SunTrust Mortgage system. Therefore, the funds were sent back to Fiserv/Ch~ckFree on February 16, .2016. This information was provided to you on February 26, 2016. Wff understand that you were going to contact your financial institution ' regarding check. number [redacted] that was still outstanding in the amount of $791 . Mr. [redacted], again we regret any inconvenience that may have been caused. If you nave '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, Kewanna C[redacted] Officer

Review: in 2010, my husband and I missed a payment. We did make an extra payment to cover it, but suntrust did not apply to payment to past due, which kept a past due balance for us. We then sent another extra payment, with the same result. Over the years I have tried to rectify this situation, at the suggestion of them, to do a loan modification. we have sent in all the necessary paperwork multiple times, with no result. I have also talked to them about sending extra to cover it, but was told no. over the years, the past due has just grown, and now they are talking foreclosure. All we want is to save our house, we cant get a loan anywhere else because our credit is now destroyed because of this. I feel they are not professional in dealing with situations, and in doing my research, have found this seems to be a common problem with them.Desired Settlement: We just want the extra payments we made back in 2010, to be applied properly, and to hopefully get rid of the past due balance. I was given advice by 2 separate loan officers at other companies, that this should be able to be fixed, if someone at suntrust could do it. We just want to be able to stay in our home.

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 February 18, 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 <;ontact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from 8 a.m. fo 6 p.m., ET. Sincerely, Wanda H[redacted] Officer Mortgage Escalations Resolution T earn

Business

Response:

Dear Mr. and Mrs. [redacted]: We have received and reviewed the correspondence that was forwarded to our office from the Revdex.com regarding the above referenced account. We appreciate the opportunity to look into the issue raised and to provide a response to you. Your loan payment is due on the first day of each month as stated in your Note. A late charge is not assessed until the end of the 15th calendar day after the due date. Please be advised that once a loan becomes 30 or more days delinquent an inspection of the property may be ordered to ensure the property is not vacant or abandon. The cost of the property inspection is assessed to the mortgage account. Our records reflect that you became a month behind in your mortgage payments beginning in July of 2009. In February 2010, you brought the account current. Since there was no payment made in March 201 o the loan once again became delinquent. As of December 31, 2010, the account was due for the November and December 2010 payments. In 2011 a mortgage payment was posted each month with the exception of Nove.mber 2011 . On November 10, 2011 , we received and posted $2,075.61 to your unapplied funds account because the funds were not sufficient to satisfy the payment amount due of $2, 156.25. On December 19, 2011, we withdrew the $2,075.61 from your unapplied funds account and posted $992.95 to the late charge fees and $220.00 to the property inspection fees. The remaining $862.66 was returned to you on December 20, 2011 because the funds were insufficient to bring the loan current. Enclosed is a copy of letter that was accompanied with the check. As of December 31, 2011 the account was due for the October, November, and December 2011 payments. In 2012, we received and posted the October 2011 through September 2012 payments. In October 2012, we placed a stop payment on the check sent to you on December 20, 2011 in the amount of $862.66. On October 15, 2012, the $862.66 was applied as $479,29 late fees, $161 .13 property inspection fees, $50.00 to your escrow account and the remaining $172.24 was returned to you . The check in the amount of $172.24 was cashed. In 2013 we received and posted the October 2012 through September 2013 payments. In 2014 we received and posted the October 2013 through September 2014 payments. In 2015, we received and posted the October 2014 through July 2015 payments. In reviewing the enclosed payment history for 2009 through 2016 your payments were applied correctly to your account. Please be advised that due to the delinquency of your account the following checks you submitted were returned to you: check number 2295 on November 3, 2015 for $2,085.58, on December 4, 2015 check number 2297 for $2,085.58, on January 6, 2016 check number 2303 for $2,085.58 and on February 4, 2016 check number 2309 for $2,085.58. On December 10, 2015, the account was setup in foreclosure. At that time, the account was due for the August through December 2015 payments. For information on the foreclosure process or reinstatement figures, please contact the foreclosure attorney, [redacted] at [redacted] On December 29, 2015, your file was activated in loss mitigation to be reviewed for payment assistance. We were unable to complete our review of the file because we did not receive a complete loss mitigation package. In our attempt to acquire the missing information we sent you a letter with a list of the required documents and the home preservation client representative (HPCR) also made several attempts to contact you by telephone; however, · there was no response. The loan was removed from loss mitigation on January 30, 2016. If you are interested in reapplying for loss mitigation assistance you may complete the enclosed BSP (Borrower Solicitation Package) and return it wlth the UBA (Uniform Borrower Assistance) form, HAMP (Home Affordable Modification Program) hardship affidavit, 30 days most recent income documentation as outlined on Page 2 of the UBA, hardship documentation as outlined on Page 3 of the UBA, additional Information pertaining to household and living expenses. These documents may be submitted by mail to: SunTrust Mortgage, Inc., Mail Code: RVW-5113, P. 0 . Box 26150, Richmond, VA 23224, by email to: [redacted], or by fax to: 877.589.0758. If you have any questions regarding the loss mitigation process, please contact your HPCR, Joanne [redacted] at [redacted] Monday through Friday from 8 a.rn. to 10 p.m . or Saturday from 9 a.m. to 3 p.rn ., ET. 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

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID 11120704, 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.]I am very unhappy with this response, as I get a different story about what happens all the time. We were told by someone at Suntrust that the funds with the original missed payment that we did the extra payment for were not applied properly. Each time we have ever talked to someone there, we get a different story. Just recently, when I inquired about why the checks we went for payment weren't being cashed, I was told it was because we sent the wrong amount, that our monthly payment had changed. I told her we hadn't been notified of a change, she said that it happens sometimes. I was told by the next person I spoke to they weren't sure why they weren't being cashed. The first letter I got about that, said they payment was wrong amount, but in the letter, the correct amount was what we had paid. To go to the loan modification, I Have sent that paperwork so many times over the years, with out ever getting a response, until this last time, when I got a letter saying more info was needed, which I sent in. Then I got a letter saying they were closing it out. I am in the process of resending all of that paperwork again.

Review: Time after time I have attempted to sign up for epay and autodraft. I am told that I can only sign up online and my computer consistently says that it is successful. I even get letters attached to my bill that state autodraft works. However, I keep getting calls that my payment is delinquent, and now they charged me a LATE FEE for this month. On the phone they did not mention I had a late fee attached, but they took it out along with my payment. I approved this over the phone, as I was upset and didn't want to be sent to collections for not paying something I absolutely thought was on autodraft. This is all in response to me consistently being responsible and setting up my bills but being misled. Their documentation should show the multiple times I have attempted to resolve this, and believed that I did, but apparently it was unsuccessful. I need to dispute the late fee as well as alert the public to the incredibly bad customer service that has caused nothing but trouble. On the phone the person actually stated that she had no one to talk to about these things to resolve them. Others have blamed the computer system and stated that "they couldn't do anything about it". I even pay an extra $200 per month toward my mortgage, so it has nothing to do with trying to avoid payment.Desired Settlement: I would like to be reimbursed the late fee of $31.66 plus correct my credit report to not show any late payments for my mortgage.

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 30. 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: My mother has been a SunTrust Mortgage customer for some time. Beginning in March she began to fall behind on her mortgage payments. Once the loan fell behind she tried to make payments when she could and they were declined because it was not the full amount the loan was behind.

Beginning in early July I stepped in to help. I added myself to the account as an authorized third party and began working as much as I could so that we could pay the $6000.00 owed on the account and save my childhood home. On July 11, 2014 we were able to come up with the funds to make the loan current. I contacted my mother’s loan preservation specialist and made the payment. I was told the payment would be applied and the account status would update online.

On August 1, 2014, I logged onto the Suntrust Mortgage website to check the payment amount due and make the August payment so the loan could stay current. The statement that was created on July 21, 2014 (10 days after the payment was made to make the account current) showed that no payments had been made and the account was now $-7000.00+ behind. It did show that I paid $6000.00 but this payment was not applied to anything/

Having lost all confidence in the company, I contacted them via phone to see if the digital statement was just inaccurate. When I spoke with a representative about making a payment, they said they could not help me and I was transferred to my home preservation specialist once again. My home preservation specialist said that she was unaware as to why they did not apply the funds and placed me on hold to further investigate. Ashort time later she came back on the line and I was told that the funds would be applied immediately.

I understand that these are million dollar entities but who dropped the ball on my $6000.00. What would have happened if our home entered the foreclosure process because of this money was allowed to sit who knows where unapplied.

Now that I am completely disgusted with this company, I wanted someone to provide me with an updated statement so that I had my own physical proof that the mortgage was up to date. My home preservation specialist informed me that I would have to speak to someone in a different department. This of course was not a big deal. I was transferred and spoke with a gentlemen in another department. When I asked about getting a statement, I was informed that my account was still in not current and had a $-7000.00+ balance.

aDesired Settlement: My desired outcome for this incident would be that our account reflects what we actually. Maybe that a system be put in place so that my payment is never forgotten about again. I would also like to be provided with a statement that shows only my August payment, maybe then I will have a small shred of faith in making that August payment because if I pay it now, I’m sure it’s just going to sit, unaccounted for until I call and complain again.

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 August 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,

Review: My wife and I built our home, with construction financing by a local bank, Southern First Bank. Soon after, Southern First sold our mortgage (without our consent or knowledge) to Suntrust Mortgage. We set up auto draft payments for the mortgage premium, and went on with our busy lives after moving into our new home in January, 2014. In mid June, we received a call from our insurance agent, [redacted] with State Farm, that the mortgage / home insurance premium had not been paid by Suntrust, as was set int the mortgage contract. The policy was due for renewal on June 5, 2014. I contacted Suntrust Mortgageon June 18, via the number listed on the paperwork, and began an almost 3 hour conversation with not one, but two agents with Suntrust, and then we converted it into a 4 way call with them, myself, and a representative for the insurance agency. At that time, the Suntrust agents determined that indeed, the $759.00 premium was in fact, correct and that a check would be issued forthwith. I set the matter aside as handled and finished. Today (July 1) I received another call from my insurance agency that as of today, no check was received from Suntrust. I was also informed that my policy would lapse as of July 5, 2014. I immediately began a series of emails and phone calls, all during a very busy day of seeing patients in my surgical practice. I called Suntrust and was transferred to the Mortgage Escalation Resolution Team and spoke to a most unimpressive agent named [redacted], who said that the matter would be investigated and that I would receive a call every 7 - 10 business days with the status of the investigation. I replied that this was unacceptble, as my policy would expire as a result of their negligence. I spoke to my agent, and to avoid the policy lapse, I paid the premium myself. I then received a call from another agent from that department stating that they issued a check to pay the premium, and that they would [redacted] it out. However, even with this, the July 4 holiday only 2 days away means that the insurance agency would not receive the check in time to avoid the policy lapse. I thanked her for her lack of help, told her to have a nice day, and to avoid calling me back. I hope that the check makes it to my agent, and I hope I receive a refund at some point, but I am not hopeful.Desired Settlement: A written letter of apology by Suntrust, and a written guarantee that the current mortgage will remain unchanged in its current form and status, and that all future insurance payments will be paid with diligence, and that written notification of said payment be forwarded to me in a timely manner.

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 16, 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: Due to a family financial crisis, we decided to take advantage of the "Making home affordable" program through Suntrust. We carefully followed all the steps outlined in the program, including making reduced mortgage payments via money order for a specified "trial period" of several months. We immediately saw on our online account with Suntrust that we were being counted as delinquent for the entire mortgage payment. We immediately called Suntrust and we're told that it was normal and not to worry, but continue making the regular reduced payments. We continued doing so, and continued watching as our delinquent amount showing online grew alarmingly large. I called several times to make absolutely certain that we would not be reported to the credit bureaus and that the delinquent amount would be corrected. Suddenly we received notice that our mortgage was sold to [redacted] mortgage, and upon further investigation, found that the false delinquent amount was also carried over to the new company as a true delinquency, and that no record of the trial payments and the "Making home affordable" program transferred over to The new mortgage company. I called Suntrust and was told that the records are now with the new company and they have nothing more to say, effectively washing their hands of me. The delinquent amount has now been added to the total loan amount with [redacted], leaving me completely underwater and with a tarnished credit score.Desired Settlement: I need suntrust to clear my name and the delinquent amount with [redacted]. I have my bank statements with record of the payments made to suntrust in accordance with their program, and I'm sure they know the details of their own program that we carefully followed. And I definitely need the negative credit reporting to be lifted.

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 April 2, 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: SunTrust Mortgage's Title Department ran a title search which showed that there is a lien on Ms. [redacted] property which does not belong to it or to her. Title department uses a middleman to communicate to Ms. [redacted] and does not reveal the results of their erroneous title search. They force Ms. [redacted] to correct their mistake and take the cloud off the title. The question is: how can you take off a non-existing cloud?! In fact, the "lien" was recorded at [redacted] against a different person with the same last name but a different first name.Desired Settlement: Title department shall admit their mistake, run another title search and admit that there is no lien on the property.

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 August 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]

I would like to share my recent experience with Suntrust Mortgage. Suntrust bought my Mortgage loan from another company effective November 1. In mid-December I received a letter from Suntrust explaining that they had performed “analysis” on my escrow account. The result was that my 2015 estimated taxes and insurance would be $0.12 (twelve cents) more than 2014 and they enclosed a check for $2200. I immediately checked with my County Sheriff’s department and found that my 2014 property taxes were not paid by Suntrust. I have to date made at least 5 phone calls to them to explain this issue starting in Late December (When I first became aware). I was first told to send a copy of the tax bill and deposit the Escrow refund check and make a payment to Suntrust for the Escrow account. Then I was told they would “stop Pay “the check and get the taxes paid. My taxes were due 11/31/2014. There is a late fee if not paid by 12/31/2014 and the next late fee goes to a 10% penalty effective 02/01/2015. I just received a phone call from the “Escalation Team” explaining that the status was “Still Researching”. “Still researching what?” “I have provided you with all of the documentation and the money is in the account. Pay my TAXES”, I Said. I was told that this is complicated because “more than one depart is involved”. Why will suntrust mortgage not take my money and pay my property taxes like my mortgage states the mortgage company will.

Review: My previous inquiries were handled in a flippant manner when I called a few months ago to verify my mortgage payment. The agent did not bother to offer to verify the payment amount. I thought they would be more helpful since I was being sent to a "special" department due to my account status. I am currently paying $808.00 (I round up the payments) a month and I am not sure that is correct. I have decided to write in reference to a mortgage modification due my previous mistreatment. Due to the increase of health insurance and handling my deceased grandmother's expenses have taken a toll on my finances. It will be greatly appreciated it someone would contact me in reference to this issue, so that I may discuss my options. Please note, I do not want to change my type of Loan.Desired Settlement: Need to have a loan modification done without changing the type of Loan I have.

Business

Response:

Dear Ms. [redacted]: We received your correspondence regarding the above referenced case. However, you did not Include a signed authorization form from Ms. [redacted]. Therefore, we are unable to provide you with a copy of our response to Ms. [redacted] dated March 3, 2015. Upon receipt of the signed authorization fonn, 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 B a.m. to 6 p.m., ET. Sincerely, [redacted] Officer Mortgage Escalations Resolution Team

Review: Sunturst Mortgage closed my escrow without my permission and charged me a fee of $577.02 in doing so. I have not authorized this transaction. After speaking with their customer service team I was told that I would receive a returned phone call within 48 hours explaining how this occurred. That call was made on Thursday the 27th of Feb. I have still not received a call.Desired Settlement: Refund me the $577.02 they charged me to close the account.

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 March 12, 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: We fell behind in House payments, in august I received paperwork to fill out to try and help us get some resolution to keep our home. I sent paperwork in, never heard from them concerning if papers were received if they we filled out correctly ETC..then sheriff shows up at our house with sherriff sale notice for Nov 8th, this was received around the very end of sept beginning of Oct, got a realtor to list the house to try and sell. we had people put a contract on it about 3 days after listed, contacted Suntrust they told us what all paperwork we needed to fill out (which happened to be the same paperwork I did in August) except this time we were trying to sell the house. They got papers said we were missing some, so I quickly got those forms and filled them out also got notorized and sent to them through fax from my Realtor, about a week later they said they didnt have enough time to go over papers and they wouldnt take our offer on the house. come Sale day Nov 8th we find out it is postponed to January 10th, so my realtor and me call them trying to get an answer if they would review they had over 2 months now to ok the contract we had and sale the house. When they called and left a message with me an my Realtor they tried saying we never called them and we never filled out the correct papers for them, which was totally not true. the people who were going to buy our house backed out because of time issues and price, so we are certainly loosing our house and we tried to avoid by doing what we were told and we feel that the mortgage company did not put up to the standards they should have to try and help.Desired Settlement: just want to make record of the poor service we received from them, they also would not refinance for us and the excuse was because of the type of home we had, they gave us a first time loan but wouldnt help us by refinancing and making our payments smaller then what they were.

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,

Business

Response:

Dear [redacted]:
This letter is in response to correspondence we received from the Revdex.com (Revdex.com) Serving Central Virginia. Inc. regarding the above referenced loan. We appreciate the opportunity to respond to this matter.
Thank you for taking the time to adVIse US of your concerns with the service you received. We take great pride in the reputation we have· established in the financial industry and strive to maintain our goal of providing efficient, quality service to our clients. We regret any inconvenience you may have experienced in this matter.
Our records indicate that your loan was referred to our foreclosure attorney on May 16, 2013 because of the delinquency of the account. We received information from you on June 26, 2013 in response to correspondence we mailed to assist you in retaining your home. Our records further show that from June 28, 2013 to August 2, 2013, the [redacted] assigned to your loan attempted to contact you to dlscus~ missing items needed to oomplete the review process. On July 29,2013, an Incomplete Information Notice was sent to you. However, we still did not receive the required information. At this point. we closed our loss mitigation file due to incomplete information and the foreclosure process was reactivated. Please note the foreclosure sale date which was scheduled on November 8,2013, has been postponed to January 10,2014.
Our records further show that you contacted our office on October 15, 2013 and left a message for the HPCR regarding the short sale or Deed in Lieu process..After several additional failed attempts by the HPCR to contact you and your authorized third party, another Incomplete Information Notice was sent to you on October 21, 2013. We continued o·ur attempts to contact your authorized third party on October 23, 2013 and October 26,2013 to obtain the required information. The·short sale request was denied because we had not received a complete package fifteen days prior to the scheduled sale date of November 8, 2013.
[redacted]. it is imperative that we receive all of the required documentation fifteen or· more days prior to the scheduled foreclosure sale date (January 10,2014) in order to thoroughly review the request. Our mortgage escalation specialist, [redacted], has contacted you and your authorized third party regarding that information. Please contact [redacted] at [redacted] if you have any questions or concerns. You can also contact[redacted], the [redacted] assigned to your loan at [redacted] ext [redacted] if you are unable to reach [redacted].
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,

I DONT HAVE ANYTHING TO REALLY ACCEPT OR REJECT, BUT THE ATTACHED LETTER FROM SUNTRUST HAS FALSE INFORMATION, I FILLED OUT THE PAPERS IN JULY AND NEVER RECEIVED THAT THERE WERE INCOMPLETE PAPERS, WE PUT OUR HOUSE ON THE MARKET AROUND OCT 8TH WITH IN THAT WEEK WE HAD AN OFFER AND SENT IT TO THE MORTGAGE COMPANY TO SEE IF THEY WOULD ACCEPT THE OFFER, AT THAT TIME WE WERE TOLD WE HAD OTHER PAPERS TO FILL OUT AND RETURN TO THEM, WE IMMEDIATELY GOT THOSE PAPERS AND GOT THEM NOTORIZED AND MY AGENT FAXE THEM THE FOLLOWING DAY. AT THIS TIME I DONT HAVE EXACT DATES BUT COULD PROVIDE THEM IF NECESSARY. A COUPLE DAYS AFTER WE SENT THE REQUIRED PAPERS THEY TOLD US THEY DIDNT HAVE ENOUGH TIME TO APPROVE ANYTHING, SO WHEN WE FOUND OUT THE SALE WAS POSTPONED UNTIL JAN 10TH ME AND MY AGENT CALLED SUNTRUST SEVERAL TIMES AND AGAIN THEY TRIED TELLING US WE DIDNT FILL OUT ALL THE PAPERS NEEDED WHEN IN FACT WE DID.

Review: SunTrust owns the mortgage for my house. I pay my mortgage early every month. I made my payment for the bill due on July 1st on June 27th. Instead of posting funds as a payment they posted the funds to the principal and sent me to collections for not making a July payment. I called and they admitted this was their mistake and it would all be taken care of. However, I made my August payment on July 27th and they posted that against the past due July 1st payment and again sent me to collections for not making the August payment. I called and they again admitted the the payment made on July 27th should have been posted to the August payment and they would take care of everything. I made a payment on August 27th for the payment due Sept 1 and they again posted the payment to the August payment and sent me to collections again.Desired Settlement: Correct posting of early payments. The June 27th payment to be posted for the bill due on July 1. The July 27th payment posted for the August 1 bill and the August 27th payment posted for the September 1 bill. I want all late fees removed. I want no more calls for collection when I pay my bill early. I would like an apology from SunTrust for the lack of costumer service, for their costumer service not following through with our phone conversations and for the hours I spent on the phone attempting to correct their mistake.

Business

Response:

Re: [redacted]

Revdex.com Case [redacted]

Dear Ms. [redacted]

We received your correspondence regarding the above referenced case. However, you did include a signed authorization form from [redacted]. Therefore, we are unable to provide you with a copy of our response to [redacted] dated September 20,2013. Upon receipt of that signed authorization form, we will gladly share a copy of our response with your office.

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

Sincerely,

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Description: Mortgage Bankers

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

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