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SunTrust Mortgage Reviews (962)

Review: SunTrust currently has failed to refund Escrow funds after Escrow account was closed. Misleading information was provided regarding dates refund was processed and funds were made available. According to mortgage customer service supervisor, they were not allowed to check with the escrow department. Policy procedures reflect a cavalier attitude and disregard for rules and guidelines regarding the disbursement of funds due the customer. Customer was told to wait 30 days before SunTrust Mortgage would investigate the matter.Desired Settlement: If SunTrust Mortgage truly valued its customers, funds should be wired immediately to customer bank account of record on file( same account mortgage payment).

Business

Response:

Dear Ms. [redacted]: We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from Mr. and Mrs. [redacted]. Therefore, we are unable to provide you with a copy of our response to Mr. and 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 T earn

Review: I had a bankruptcy in April 2013. Suntrust Attorney was to appear with itemized figures of all arrearage including atty fees. We received a Motion with a total of what was needed to be brought currant to April 2013. It was due by May 2013. We payed full arearage amount and Mays pmt by May 29, 2013. We made every payment due since. Suntrust had been trying to tell us for months that wwe are a month behind yet we can prove we are not and when we asked them to prove how, the continued for months to juggle us back and forth through departments and then finally agreed to research it. Their result of the research. you are behind a payment and we cant tell you where. also every representative since and during was rude and representative, [redacted] of the Escalations Department, refused to allow me to prove myself or continue to assist me on this.Desired Settlement: I want them to allow me to prove (with receipts and all) that we are not behind a payment and correct their billing.

Business

Response:

Dear [redacted]

We have received and reviewed your correspondence that was forwarded to our office from the Consumer Financial Protection Bureau (CFPB), the Better Business (Revdex.com) and your letter regarding the above referenced loan. We appreciate the opportunity to look into the issue raised and provide a response to you.

Thank you for bring to our attnetion the problems you experienced with the servicing of your loan. it is always SunTrust's aim to provide superior service, and we regret any instance when we fall short of that goal. On Behalf of SunTrust, we apologize for the manner in which your payments were handled and for any inconvenience that matter may have casued you.

We have determined that when the loan was reinstated in June 2013, a misapplication of the funds casued the loan to become a month behind. To rectify this issue, we are reversing $[redacted] that was applied to fees and combinging it with the $39.50 that you currently have in the suspense account to satisfy the December 1, 2013 payment. The loan will reflect a due date of January 1, 2014.

[redacted], please accept our apologies for the inconveinence you have experienced in rectifing this issue. If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolutions Team at [redacted], monday through Friday from 8am to 6om ET.

Sincerely,

Review: Failed return funds for checking/savings account and has billed me $100 in two parts opening deposits and closed the accounts.

SunTrust Bank,

On April 25th, a checking and savings account was opened online during normal hours, several verification of personal information was given. SunTrust Bank, opening deposits of $100 were debited from my external bank account. After speaking to a representative SunTrust Bank decided to close both accounts for whatever reason and has acknowledge the initial deposits. 2 two $50.00 debits were made from my checking account at my current bank. They are obligated to return these funds back, the same way they were debited, via ACH. I will not accept a Cheque, or another form of payment, please note the original initial deposits were debited from my Bank.Desired Settlement: Refund/Returned to the original account to which it was debited, two (2) $50.00, equaling a total of $100.00. Debited from my bank account via ACH.

04/27/2015 SUNTRUST BANK $50.00

04/27/2015 SUNTRUST BANK $50.00

I will like SunTrust Bank to credit bank my TB BANK account for $100.00. I will VOID all other methods of returns, including Cheque and other electronics payment methods except ACH. The following accounts were opened on 04/25/2015:

EZ Checking Accocunt: [redacted]

e-Savi

Business

Response:

Re: Revdex.com complaint [redacted]

SunTrust has responded to our client but cannot share the response with the Revdex.com as no signed third party authorization was received. Please close this case on your records.

Review: I recently sent out a check of $1,000.00 to go to the principal payment of my mortgage at suntrust bank on 11/7/14. It is now January 4, 2015 the check was cashed on 11/12/14. The balance on my account does not reflect the $1,000.00 dollars made to the principal meaning i'm still being charge the interest on the total balance. They requested for me to send the copy of the check via fax to (804)675-9744 on 12/1/14.It was faxed over to [redacted] from sun trust bank. I have yet to see my statements reflect the $1,000.00 dollars. I have made several attempts to contact their customer service line and when an operator is reached the phone call gets disconnected by the operator. I had previously the same problem for the month of October. In October 4, 2014 a check for $1,000.00 dollars was sent out the the principal payment but was added to the regular payment. I disputed this with an operator and eventually the amount was adjusted on 11/4/14.

Product_Or_Service: Mortgage Loan

Account_Number: 0225899574Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to for the amount to reflect in my bank statement to the principal amount including the interest to be deducted from the date received. If it is not possible please sent me the refund for the $1,000.00.

Business

Response:

Re: Alicia [redacted] BSS Case #: 10370791 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 January 21, 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 c.ontact 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

Review: I made a deposit into my new checking account at Suntrust Bank, in Smyrna, Tennessee. I was told that there would be a five day hold on my funds and that I would be able to access these funds on Tuesday, August 26th. The check that I deposited cleared the bank of the depositing entity on Tuesday, August 19th. It is now August 26th and I still do not have access to my money. BEWARE !!!! ANYONE THINKING ABOUT USING THIS BOOTLEG AND CROOKED BANK DO NOT. IF YOU MAKE A DEPOSIT YOU WILL NOT BE ABLE TO GET YOUR OWN MONEY. I WOULD STRONGLY RECOMMEND THAT YOU FIND ANOTHER BANK TO USE. AGAIN, BEWARE THIS BANK IS NOT USER FRIENDLY. I HAVE GONE TO THIS BANK FOR TWO DAYS WITH PROOF THAT THE CHECK I DEPOSITED WAS PAID AND I AM GETTING DIFFERENT EXCUSES EACH DAY. IF YOU DO NOT HAVE AN ACCOUNT WITH SUNTRUST BANK, I AM TELLING YOU DO NOT TO OPEN ONE.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want Suntrust Bank to release MY MONEY to me immediately. I also want Suntrust Bank to be fined for its unfair business practices. I hate it when large corporations like banks take advantage of poor, hard working citizens like myself. I just hope and pray that this does not happen to anyone else.

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence forwarded to us from the Revdex.com and the CFPB regarding a hold that was placed on a deposit you made into your above referenced account. We appreciate the opportunity to respond.

SunTrust strives to provide you with the earliest access to your money within the guidelines of sound banking practice. Although we may delay theavailability of certain funds deposited to your account (place a hold on funds), we strictly adhere to Federal Banking Regulations concerning this matter. As disclosed in our Funds Availability Policy Disclosure for Deposit Accounts, which is provided at account opening and is available on our website Suntrust.com (see About Us-Fee Schedules Funds Availability Policy for Deposit Accounts), longer delays may apply if we believe a check you deposited will not be paid.

Our records reflect that on August 18, 2014 a check for $14,251 .06 was deposited to your account (copy enclosed). During the review process of the deposit, we

determined that a hold needed to be placed on the account for $14,251.06 due to the reason noted on the Notice of Hold (copy enclosed) which we sent you on

August 20,2014. The Notice also advised when the funds would be made available, The funds were available for your use on August 27,2014. Upon further review, it was revealed there was sufficient information available to verify the check. We apologize for this error. Please be assured all of our client's deposited checks may be subject to holds.

We understarrd we did rrot meet your expectations in this situation and regret any inconvenience caused. Please be assured your comments concerning this matter were forwarded to the appropriate management area.

[redacted], your satisfaction is important to us and we ask that you allow us the opportunity to regain your confidence. If you have any questions or concerns

regarding your account, please do not hesitate to contact us via your Online Banking Profile, call us at [redacted] ([redacted]) or visit any SunTrust branch. A representative will be glad to assist you. Thank you for banking with SunTrust.

Sincerely,

Assistant Vice President

Consumer

Response:

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

I am not satisfied with just an apology because an apology did not feed me or put gas in my car for the additional day I was without money. I was told that there would be a five day hold on my funds and that I would have access to these funds on August 26, 2014. I was not given access to my money until August 27, 2014. I want to receive $15.00 an hour for the additional 24 hours I was inconvenienced, hungry, and without money. The total amount I am requesting is $360.00 ($15 x 24 hours). I will consider this matter over and done with if I receive a financial payment for my time of anguish. Also, please let SunTrust Bank know that I am prepared to seek legal council regarding this matter.

Review: SUNTRUST IS REPORTING TO [redacted] and [redacted] UNDER TRUNCATED ACCOUNT NUMBER NUMBER [redacted] LATES THAT SHOULD NOT BE

REPORTING AS PER IN VIOLATION OF FCRA THEY

ARE REPORTING (30) ALLEDGED LATES THAT ARE IN

CLEAR VIOLATION OF THEM TO REPORT.THIS IS

JEOPARDIZING MY CREDIT AND OVERALL FOR FINANCIAL

STATUS WHICH POTENTIALLY CAUSES A DILEMMA FOR MY

FAMILY AS WELL.Desired Settlement: I AM REQUESTING AN EMAIL STATING THE

INFORMATION HAS BEEN REMOVED FROM

MY [redacted] AND [redacted] CREDIT REPORTS.

Business

Response:

Re: Revdex.com complaint #[redacted]

SunTrust has responded to our client but cannot share the

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

Please close this case in your records.

Business

Response:

Dear [redacted]:

We have received and reviewed your recent correspondence to

me and to the Revdex.com regarding our reporting of information about your above

referenced account. We appreciate the opportunity to respond.

As stated in our correspondence to you dated July 8, 2014,

we requested that [redacted], [redacted], and [redacted] update your credit report to

reflect the correct information. We submitted the correct information; however,

t he bureau is not updating correctly. We contracted the bureau again and

pinpointed the issue. We have submitted the information again.

[redacted], we apologize for the concern and any inconvenience

this matter may have caused. Should you have any questions, please contact our

Credit Bureau Dispute Department at [redacted]. A representative will be glad

to assist you.

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,

Suntrust under FCRA 623(B) having identified inaccurate information

on my credit file as furnsher of information is required to request that

Review: Suntrust failed to close my mortgage due to their underwriter's non-satisfaction with both the appraiser's release of the mold condition as well as a clear "mold inspection" from a licensed mold inspector. They dropped the "we are not going to close" bomb on me Friday prior to a Monday closing. All of this after they had me remediate the entire house of mildewy drywall in the basement and build a front porch railing system at my own expense.Desired Settlement: I met all of the conditions of approval. I am a multiple repeat customer of Suntrust Mortgage on investment real estate. This cost me alot of time and money plus jeopardized my closing scheduled for June 30. I want back the $500 I paid my originator at the point of application.

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: I've been late with my mortgage on a house I have[redacted] I rent the house to make the payment I always get the payment made as of 2/1/2014 I have been up to date they called me today saying they want all the money paid now to collect a debt I have paid all the late fees no longer than 30 days late I thought I had a mortgage loan not a harassing collection company.They send me the normal bill every month but they continue to call and harass me.I've been trying to sell the home to get them off my back,I have told them that.I have explained that I have been floating the loan when the renter don't pay and I'm broke spending all my savings trying to save this loan but they don't care they didn't want to work with me at all sending me some loan modification paper work that I don't qualify for. All this stress didn't help with me having a heart attack on 2/22/2014.Mi[redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation) Change the way they do business this is harassment.

Business

Response:

Re: [redacted]
Case number: [redacted]
Dear [redacted]:
We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from [redacted]. Therefore 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.
[redacted] if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at [redacted], Monday through Friday from 8 a.m to 6 p.m.
Thank you for contacting SunTrust.

Review: I have made payments to SunTrust Mortgage, Inc. that they are not crediting to my account, therefore making it look like my account is delinquent. I made a payment on April 24, 2012 for $1,183.00. That payment has not yet been credited to my account. I made a payment on August 26, 2012 for $1,488.00, That payment also has not been credit to my account. I made a payment on 5/30/2013 $1,400.00. That payment cleared my bank account on 6/11/2013 but has never been credited to my account. I have sent photocopies of these checks with my payments for over a year now. I have made many, many, MANY calls trying to resolve this issue. Only three times have I been able to speak to a real live person. Non of them were able to help me. The first person told me my account was in research, they couldn't help me, and he couldn't talk to me any longer because he had more calls coming in. The next person told me my account was delinquent and they didn't know enough about my account to help me. The third time I was returning a call to [redacted]. The lady I talked to told me there was no [redacted] working for their company and she could not help me because my account was in research. My monthly payment amount is $,228.00. I have been making payments for $1,400.00; $172.00 more than the minimum payment. The third lady I spoke to told me that this extra amount cannot be credit to my account because it is delinquent, which it is not. She could not tell me what they are doing with the extra $172.00 that I send every month if it is not being credit to my account. I can find lots of information for people who cannot make their payments and how they can get help but I can't find anything for people making their payments, more than their minimum payment, so I hope you can help me resolve this issue. Thank you.Desired Settlement: Process the payments that I have made so my account is current and does not look like it is delinquent.

Business

Response:

Review: This is in reference to the loan for my home at. In June 2009, I purchased this home but at the time they stated I did not qualify for the loan, and since I had sold my home in [redacted] and was moving this far to be near my daughter, so my son-in-law, secured the loan for me. The title is held in both our names at this time. I had a pre-apprroval letter from Montana but made no difference it seems. In May this year I received notice my homeowner's insurance was increasing by over 50% they said due to increased sq footage of the home. My records and tax records show 1265 sq feet, they say it is 1600 sq ft Because of this I looked for my appraisal and found none in my file. I then contacted Suntrust and requested a copy.. It is now the end of June, and still no copy of appraisal. Stewart Appraisers said Suntrust owns the appraisal and cannot provide me with one. I went back to Suntrust today and the rep said my son-in-law waived the right to a copy of appraisal at closing in order to close on time. I have now received notice from Suntrust stating my escrow is deficient by $707.97 and if I don't pay that, my house payment will increase by about $150 a month. I am a retiree and $150 a month is food. This is ridiculous that I cannot get a copy of the appraisal to provide to the insurance company to attempt to offset this huge increase.Desired Settlement: An immediate copy of the original appraisal and a hold on this escrow increase until this and my insurance policy are both resolved.

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 July 15, 2014. Upon receipt of the signed authorization form, we will

gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

Consumer

Response:

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

I 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 did receive the 2009 appraisal which will help with my case with the insurance company and they have also agreed to adjust my monthly escrow payment for a period of time. I consider their actions as satisfactory and agree that this case can now be closed.

Regards,

Review: On December 5, 2014, I mailed a money order in the amount of $432.82 along with two separate vouchers from the [redacted] to SunTrust Mortgage for my December 2014 mortgage payment. One [redacted] voucher was in the amount of $147 and the other in the amount of $500 for a total enclosed amount of $1079.82 which would have covered my December mortgage payment plus late fees.

On December 22nd I received the money order only back from Suntrust with a letter stating the funds were insufficient. It looked as if I had only sent in $432.82. I called the SunTrust Home Preservation line and talked with a very friendly and professional agent named [redacted]. I inquired about why I received the money order back when it included my full mortgage payment to include the [redacted] vouchers. I had let her know that the [redacted] told me they work with SunTrust all the time and that SunTrust is familiar with their process. [redacted] was unfamiliar with the [redacted] voucher process and proceeded to look into my account and to see if any notes were documented. The only documentation she could find was that the money order was received. There was never any record of the vouchers being received. I asked her how could that be when the vouchers were in the same envelope as the money order. She did not have an answer and said she would check with her colleagues and follow up with me the next day which would have been December 23rd. She returned my call and indicated that she had not heard back from any of her colleagues yet but she wanted me to send her a copy of the vouchers. I emailed them to her at [redacted]@suntrust.com and [redacted]@suntrust.com. I stayed on the phone and she acknowledged receipt of the vouchers. She again said she would check with her colleagues and follow up with me. She proceeded to explain that I would need to get the December payment in by close of business on 12/31/14 so that the account would not go to collections and/or get any late fees or the fees could possibly be waived. I told her that I did not think it was fair practice that I should assess these fees and collections proceedings when someone at Suntrust dropped the ball and they obviously lost, misplaced or didn't know that to do with the vouchers that were included in the same envelope as the money order which was clearly received and mailed back to me. The negligence on their part should not reflect on me and my credit.

I had solicited the help of the [redacted] to help pay my mortgage as I am currently unemployed and in recovery from bilateral mastectomy surgery (breast cancer) with reconstruction on October 7th which has rendered me unable to work. I am working hard to keep my house and maintain/rebuild my credit so having my account go to collections should not be an option when I had the December payment into their office on time but someone dropped the ball.Desired Settlement: Waive all late fees and collections proceeding and no negative marks on my credit report.

Business

Response:

Dear Ms. [redacted], We have 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 January 8, 2015. Upon receipt of the signed authorization form, we will gladly share our response with your office. 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]OfficerMortgage Escalations Resolution Team

Review: I have 2 loans with Suntrust Mortgage. I've had 1 loan for 10 years and the other for 9 1/2 yrs. They were first set up on an escrow account. However when the property taxes came due they would pay Property #1 taxes out of property #2's account. I would call in and spend several hours trying to explain to the customer service that there had been a mistake. After six different representatives it would finally get fixed. Six months later I would start all over correcting the mistake again. Finally, I told them to take the loans off of escrow because I didn't have the time to keep educating their people and correcting their mistakes for free. They agreed and took the accounts off of escrow. Now the mistakes are no longer in the property taxes but they are in the insurance. They will bill my account for unpaid insurance. Then I will spend several days and hours faxing, emailing, and submitting the proof of insurance. However, for some reason this needs to be sent 10 times from at least 3 different sources for them to finally acknowledge it and agree to refund the charges. Then, because I have two different accounts, 6 months later I will start the whole process over. I have wasted over 35 hours of my time, paid for my accountants time, and had 3 different people from my insurance company waste hours of their time every six months. I have contacted Suntrust several times about this issue and they have determined that they don't feel they need to do anything even though this issue never seems to get resolved. My accountant and insurance company beg me every year to refinance and get rid of Suntrust Mortgage. I would greatly encourage others to finance your loans with other companies. It is not worth your time and energy to fight with a company whose employees are not educated to properly handle issues the first or second time. Suntrust also does not worry about fixing issues for the future or refunding a customer for their time. There are so many better finance companies.Desired Settlement: DesiredSettlementID: Refund

$1500.00

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 5, 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.

I would be happy to sign a form so you can publish their response which is just a bunch of excuses of why nothing is ever their fault. I will email you my fax number and would like you to fax me the form. They offered to do nothing for me so, of course I have rejected their offer. Again, I want to let people know not to waste your time doing business with Suntrust Mortgage. Cant wait to pay off this loan, which will be soon.

Regards,

Business

Response:

Dear [redacted]:

This letter is regarding your correspondence what was forwarded to our office from the Revdex.com regarding the above referenced loan. We appreciate the opportunity to respond.

Our records reflect that we responded to your concerns on April 28, 2014. We have enclosed a copy of our earlier response and the attachments. Our position remains the same.

[redacted], if you should have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at [redacted], Monday through Friday from 8 a.m. to 6 p.m., ET. If you have any questions regarding the servicing of your mortgage loan, please contact our Client Services Department at [redacted] Monday through Friday from 8 a.m. to 8 p.m. or Saturday from 9 a.m. to 3 p.m., ET.

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.

Suntrust has declined to do anything except make up excuses. They do not get any issues resolved. I work with many other banks who promptly take care of problems. My advise to others is to look for a better company to work with.

Regards,

Business

Response:

Dear [redacted]:

This letter is regarding your correspondence that was forwarded to our office from the Revdex.com regarding our previous response sent to you dated June 5, 2014. We appreciate the opportunity to once again respond to your concerns.

As indicated in our letter dated April 28, 2014. as the servicing agent of your loans we require evidence of insurance for the mortgage properties. The insurer's name reflected on these policies must match the name on the Note and Mortgage signed at closing. We have [redacted] a signed copy of each document.

Below Is the insurance activities In 2013 for both loans:

Loan Number [redacted]:

• In August 2013, we received a homeowners' policy ([redacted]) from

[redacted] reflecting a policy date of August 19,2013 through August 19,2014. However, we were unable to accept the policy because your name was not listed as the insurer.

• On August 20, 2013, you were sent a Hazard Insurance Warning Notice ([redacted]) advising you we did not have proof of insurance.

• On August 28, 2013, we were provided proof of insurance ([redacted]) and the lender placed policy was cancelled.

• On September 5, 2013, we sent you notification of the cancellation of the lender placed policy ([redacted]).

Loan Number[redacted]:

• In September, we received a homeowners' policy ([redacted]) from [redacted] reflecting a policy period of September 1, 2013 through September 1, 2014. However, we were unable to accept the policy received because you were not listed as the insurer.

• On September 5, 2013, you were sent a Hazard Insurance Warning Notice[redacted] advising you we did not have proof of insurance.

• On October 7, 2013, a second Hazard Insurance Warning Notice was sent to you ([redacted]) that requested proof of insurance.

• On November 15, 213, we setup an escrow account for your homeowners' insurance and paid the lender placed premium in the amount of $811.00.

• On November 21, 2013. we sent you notification of the lender placed policy ([redacted]).

• In December 2013, we received proof of insurance ([redacted]) and the lender placed policy was cancelled.

• On December 18, 2013, we sent you notification that the lender placed policy was flat cancelled ([redacted]).

• On December 19, 2013, we refunded your escrow for the lender placed premium In the amount of $811.00.

• On January 15, 2014, you were sent an escrow refund of $42.80, which represented a refund of the mortgage insurance premium that posted to your escrow account on January 19, 2012. Please note that the mortgage insurance premium was deleted in December 2011.

On June 11, 2014, I spoke to you regarding my letter dated June 5, 2014. At that time, I advised you that we responded to your concerns on April 28, 2014, and that we could not accept an insurance policy in the name of your business. You were also advised that we respectfully decline your request for compensation for your time as you had to provide us with adequate proof of insurance.

In your previous letter you mentioned the problems you encountered in us paying your real estate taxes. We regret that when your taxes were paid In 2011 the incorrect amount was taken from the escrow account for both loans. To rectify the error, we updated each loan to reflect the correct tax amount due In 2011 as well as verified that our system showed the correct parcel identification numbers for both loans. We also deleted the escrow account

effective with the January 1, 2012 payment. The escrow deletion fee In the amount of $87.29 was waived for loan [redacted] and $67.79 was waived for loan[redacted]

[redacted], if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at [redacted], Monday through

Friday from 8 a.m. to 6 p.m., ET. If you have any questions regarding the servicing of your mortgage loan, please contact our Client Services Department

at [redacted], Monday through Friday from 8 a.m. to 8 p.m. or Saturday from 9 a.m. to 3 p.m., ET.

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.

Suntrust is still wasting my time with excuses and no solution. Anyone reading this please take it as a HUGE WARNING and RUN!!!!

Regards,

Review: We were trying to catch uo on our payments to keep the home out of foreclosior and suntrust refuses to take our money trying to put the house in forcloseur.I wanted to make three payments within 30 days. And the refused. They want the hous to go into forcloseier. Which im trying to aviod.Desired Settlement: I want to keep my house.

Business

Response:

Dear [redacted]:

We have 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: The following is what transpired in this SunTrust Mortgage refinance attempt.I was doing just fine in my life until SunTrust came calling saying they could save me money and refinance my loan at a lower rate. I turned them down a number of times but finally thought it might be better for me in the long run. I followed with emails to start the process. My loan officer at the time was [redacted]. Everything was going normal and I closed on the new refinance on March 29th 2013. During the month of April I got about 100 phone calls from SunTrust bank on my supposedly old loan to make a payment but I kept telling them I just refinanced my mortgage with you guys and it might be taking time for the paperwork to go through. I went along until the end of April and was wondering why I had not received a new mortgaged statement for my new loan. I finally called to check on my mortgage and was told it did not close? I said what do I do and who do I pay? I made a payment on my existing loan. Then in the month of May while I was asking questions about what had transpired I was told I needed to send money for [redacted] and somebody missed something? I kept calling wanting resolution. I finally started receiving calls from another company saying SunTrust bank sold my mortgage to them? I was wondering how you sell a mortgage when it was in the process of refinancing. We proceeded with talking about closing and talked to that company and had worked out all the closing details to close at the end of June? I called to ask about closing whereabouts and was told it would not close due to missed payments? I missed payments because I did not know what the heck was going on and had it all worked out anyway with both lenders? I finally had enough and called [redacted] about my situation and he told me he would look into it and find out what was going on. [redacted] called me back saying because I was late on payments they could not close on loan. I reiterated my statement about what SunTrust had done to me. He stopped accepting my calls so I contacted you. I was told by you that [redacted] had not worked for SunTrust for over 2 months. I was never told by [redacted] he had left your company. At this time I am late on a new mortgage company and I will fix my predicament.What I do not understand is how I have been misled, lied to, Mortgage sold and banking officials misrepresenting themselves. This whole loan encounter has been a travesty.I do not think SunTrust has any Honesty, Integrity or Respect to do the correct thing in resolving my situation.In the very least you should refund the money I have spent to you to refinance this loanIn the very most you should pay for the 2 months mortgage payments you have put me behind in dealing with your unethical loan closing scheme.I am very upset with SunTrust Mortgage and how I have been treated not that it does not matter to anyone in your organization.You have put me through 3 months of distress and anguish I do not even want to talk about!I will wait to hear from you, but I do not expect you to respond. Sincerely and PerplexedDesired Settlement: I need someone from Suntrust Mortgage to explain to me in detail what happened with my refinancing.

Business

Response:

Suntrust has responded to our clients and is providing the Revdex.com with a copy via this fax. Please close this case on your records.

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,

Nothing has changed. They say they have fixed my credit? They have said they are buying back my lone? I do not have any confirmation of anything? This is the only thing they have said. They say they are looking into my case? I have heard from numerous individuals with SunTrust Bank but nobody has gave me a resolution? Somebody made money on my behalf? I am sure all the individuals that were involved in the closing of the loan did not do it for free? I am sure when my loan was sold it was not done for free? The countless phone calls I received did not bother anybody but me. Please leave this case open until someone can assure me of a result.

Business

Response:

This letter is in response to the Revdex.com case [redacted] regarding [redacted] mortgage loan. Thank you for notifying us of [redacted] concerns. We appreciate the opportunity to look into the issues raised and provide a response to you.

We contacted [redacted] on September 3, 2013 and are currently working with him to resolve the refinance that did not close correctly. SunTrust Mortgage, Inc. has repurchased the loan from [redacted],[redacted],. and will refinance the loan at the same itnerst rate [redacted] was quoted on March 29,2013. SunTrust Mortgage will not charge [redacted] any closing cost.

We are inaccrately reporting Loan [redacted] to the credit reporting agencies as 30 days deliquent for May 2013. We ahve submitted an update to the affected credit bureau(s) which will remove the associated letter from our Credit Bureau Disputes Department within the next 10 business days. Until then, please use this letter as a reference for this account until the update has been completed.

It is SunTrust's policy to offer and extend its banking products and services, including credit products, to any qualified applicant ina fair, responsible, equitable, and non-discriminatory manner, and in complance with all applicable Fair Banking and Consumer Protection Laws. SunTrust is committed to fairly representing its products and services and honestly and transparently disclosing the costs and fees associated with such products. OUr goal is to provide valuse to our cilents, protect their interests, and assist them in selecting the products or services that meet their needs. To that end, we scrutinize out disclosures to ensure that they are clear and understandable; verify that information provided to our clients is complete, clear, and accurate; and listen to out cilents' expressed needs. We provide comprehensive training to our employees and we preform ongoing monitiring to ensure compliance with Consumer Protection Laws and Regulations. Every Suntrust employee is responsible for ensureing adherence to Fair Banking and Consumer Protection Laws and Regulations.

We take allegatoins of unfair, deceptive, or abusive acts and pradtices seriously and do not tolerate these actions from any employee. This statement is applicable to all aspects of providing banking products and services, including, but not limited to, approval, pricing, and servicing.

SunTrust strives to provide all of our cilents with first-rate service, and we understand that we did not meet your expectations. Please be assured that your comments about your experiences have been shared with the appropriate management for review. We apologize for any inconvenience this matter may have caused.

Please note that Jennie Bost, a home preservation client representative ([redacted]) has been assigned to [redacted] loan and can be contacted at [redacted], extensions [redacted].

If I may be assistance, you may contact me at [redacted], Monday through Friday from 7:30 a.m. to 4:30 P.m. ET.

Sincerely,

Assistant Vice President

Mortgage Escalations Resolution Team

Enclosured: State and Federal Disclosures STMHB

Review: Had a account with them 4yrs ago and suntrust was suppose to close the account due to bank fraud. I signed a fraud paper and suntrust notarized it.. but never sent it to the main suntrust bank, they said they closed my account and not to worry. 4yrs later I had a settlement from my car wreck and my lawyer banks with suntrust so I was told I could cash the check at suntrust and suntrust opened another account without looking at their notes, so they took a good check and kept it for a month. I called early warning consumers, suntrust headquarters, and dds and all of them said I dont owe money. June 8th they sent me a check and took $2,500 out of my check. I contacted them they haven't sent me any paperwork I asked for, I was told it got sent to my mailing address I never received it nor a call back saying they are fixing the problem they still say I owe money and I dont.Desired Settlement: DesiredSettlementID: Refund

I need them to give money back or ill have to get a lawyer.

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.

I'm writing on behalf of my son. An ex marine who served 2 tours in Afghanistan. He never complains when things go south. He just deals. His home loan was bought by SunTrust. He got laid off and was 37 days late on one payment, 7 days late on the other. He called and let them know he'd be able to catch up a payment and half $1000 withen the week. They already started the process to default his home loan. They said they had to have both payments. He asked if he could pay $1000 every 2 weeks until it was caught up. CS said no, had to be all at once. He asked if he could pay part and his sister(who was standing right there) pay the rest while he was on phone. They said no, it had to come from same account AND it had to be paid by next day or they default. I talked to many people involved with real estate and they'd never heard of this. Shady dealings seems like to me. Weird that they wouldn't let someone actually pay them.

Review: I have paid a loan in full and have not received my Satisfaction Of Loan Documents.

On 9/26/2013 I sent my last payment along with a letter requesting Satisfaction of Loan Documents.

On 10/14/2013 I still had not received the documents (I did however receive mail stating I had a payment of $100.00 due on 11/5/2013) so I called the number on the letter ([redacted]) and left a voice mail asking the status of the documents.

On 10/22/2013 I still had not received the documents or heard back from anyone at Suntrust so I called the same number and left another voice mail. [redacted] then called me back a short time after I left the voice mail. He stated that he sent the documents on 10/15/2013 and verified my address. I stated I would keep looking for them in the mail.

On 10/30/2013 I still had not received anything so I called the same number back and left a voice mail stating I would like for his supervisor call me back to help me or I would need to contact the Revdex.com to get help. [redacted] called and left me a voice mail stating he can fax the documents to me if I had a number he could fax them to. I called back (still on 10/30/2013) and left him a voice mail with the fax number he can fax it to.

On 11/1/2013 (today) I left him a voice mail stating that I have not received the faxed documents despite giving him the fax number two days ago. I also requested he give me the number of anyone else that might help me as his is the only number I have.Desired Settlement: Satisfaction of Loan Documents

Business

Response:

Re: Revdex.com complaint #[redacted]

SunTrust has responded to our client but cannot share the

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

Please close this case on your records.

Review: Suntrust bank is manipulating the order of processed transactions in my Checking account in order to charge fees.

Suntrust bank has charged my account over $3500 in the last 36 months in fees. These fees have have come about due to Suntrusts manipulation of transactions coming through our checking account.

This is a practice widely used by these regional banks because they have limited accountability due to their relatively small size in comparison to banks like Bank of America.

I have never agreed for Suntrust to put my transactions in a pending status only for the bank to reorder those transactions to incur maximum fees. This policy is not listed in my checking account nor would I ever agree to allow it.

I am requesting a refund of the last 2 years fees in order to avoid a law suit.Desired Settlement: I am seeking a refund of these charges over the last 24 months.

Business

Response:

**. [redacted] Case [redacted]

Response mailed to client on July 10, 2013

Review: We started a refinance of our existing mortgage with Suntrust on March 15, 2013. We paid for the appraisal and application fee ($485.00) in March. They sent an appraiser that didn't complete a fair appraisal of our home that completely ripped us off. We were told to get another appraisal approved to submit four comparable homes that were sold in our area. We did this the end if April. The loan officer will not return any phone calls or respond to any emails. They have taken our money and have not provided us with any services. We have left voicemails weekly and have been patient up to this point.Desired Settlement: We would like either another fair appraisal to complete the refinance or a refund on the one that ripped us off and we will refinance with another bank.

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 July 5, 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:

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,

No offer was given however I did receive a letter stating the subtrust loan officer called and emailed me. This is not true. I called the representative from subtrust that is handling the complaint today and she said she would have someone else contact me. No resolution to the complaint, no closing and yet another two weeks have past.

Review: Property Addresses #1: [redacted] , [redacted] & Property Address #2: [redacted]

I am corresponding to you about an ongoing issue pertaining to my Suntrust mortgage loans, which were transferred over by Homestreet Mortgage in late 2014. These loans were not paid on for a few months following the transfer to Suntrust starting Oct 2014, due to a breakdown in communication. Suntrust did not have my updated address, as I was stationed overseas with the US Military and I had just relocated to Singapore and did not receive the transfer notices. Shortly afterwards I updated my address with Homestreet and still I was not told by Homestreet that the loans had been transfered. Meanwhile, my existing loans that stayed with Homestreet was being paid through auto-pay.

Suntrust admits that mail was sent back to them. Additionally ,Homestreet normally communicated to me via emails, however the transfer notices were mailed and not emailed. Moreover, I received no emails from Suntrust either. Suntrust's customer service department had intially told me that they work to resolve such issues relating to military personel stationed overseas. So I sent Suntrust my military checkout papers, as well as proof that I had over $70,000 during the months the payments was not received. I wrote to their headquarters and also their credit bureau department but have been denied my request to remove the late payments from my credit report.Desired Settlement: I am a disabled vet and due to these late payments I am currently finding it very difficult to find employment which requires a security clearance and a credit check . am requesting that the late payments be expunged from my credit report. Given that I have provided Suntrust with all the documentation that they requested and the fact that there is overwhelming proof that I was unaware of the transfer and was fully capable of paying the payments.

Business

Response:

Re: [redacted] and [redacted] Revdex.com Case #: [redacted] Case Numbers: [redacted] and [redacted] ·Dear Ms. [redacted]: We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from Mr. [redacted] and Ms. [redacted]. Therefore, we are unable to provide you with a copy of our response to Mr. [redacted] and Ms. [redacted] dated November 24, 2015. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office. Ms . [redacted], if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from 8 a.m.· to 6 p.m., ET. SincerelyWanda H[redacted]

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

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