SunTrust Mortgage

Review: A pay off for our mortgage was sent on Aug 28 by our bank [redacted]. I called for the pay off and spoke with a woman named [redacted]. Pay off was 26,056.94 dollars. I have received numeous calls wanting my payment for Sept. I spoke with a representive of Suntrust and was told my pay off was sent elsewhere. They are accepting no responsibility for the late action of my pay off. I was told I have to make my payment even after payoff was received.Desired Settlement: I am requesting help with this issue and would like Suntrust to accept my pay off. Suntrust stated that there are additional fees since the pay off has not yet been processed. They have had the payoff since the beginnig of Sept

Business

Response:

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 that was sent to her dated September 23,2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

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

Sincerely,

Officer Mortgage Escalations Resolution Team

Review: I financed a home mortgage loan with Stockman's bank in Aug., 2015. The first payment was due the 1st of November. I was given a letter from Stockman's bank stating that the loan was sold to Suntrust and I should make my payments to them with the Stockman bank loan number until Suntrust provided me with a new loan number. I my loan payment with the first loan number on Oct. 30 through my automatic bill pay at US BANK and the payment was mailed to the Suntrust office. I had a confirmation number and bank statement that the first loan payment of $1,317.67 was made and withdrawn from my account on October 30 by Suntrust Mortgage. I then made an additional payment in the same manner on November 16th of $700.00 and again had a confirmation number that the payment was made and the money was withdrawn from my account by Suntrust Mortgage. I was then advised of the new loan number from Suntrust and made my next payment of $700.00 on Dec.1st with the new loan number and mailed to the same office. I was called around the 20th of Nov. and advised that Suntrust had not received my first payment due on Nov. 1st and they had only received a partial payment on Dec.1st of 700.00. They would not apply the 700.00 payment on Dec. 1st to my loan because it was not the full amount. They just held onto that 700.00 and didn't do anything with it. I told them I had made the first two payments and provided them with copies of the bank statements. I called my bank and gave them authorization to talk with Suntrust. Suntrust continued to call and harrass me every day stating they had not received my payments and they were going to foreclose. They sent someone to take pictures of my home. My bank has since talked someone at Suntrust that has found the money that was never applied and had just been sitting on their desk since Oct. 30. We thought this matter was closed, however I am still getting harrassing calls stating the case is open. Our credit rating has been ruined.Desired Settlement: 1)letter claiming and showing no additional interest being charged from the the time the first payment and the second payment was received. They have since sent $700.00 back to me? This needs to be rectified

2)apology for sending a thug to scope out our home

3)apology for letters claiming they were going to repossess my home

4)credit report cleared and proof that my credit is restored to what it was

5) apology for the amount of harrassing phone calls that we have received.

Business

Response:

Dear Mr. [redacted]: We have received and reviewed your telephone inquiry as well as 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 research determined that your loan closed September 2015, with the first payment due on November 1, 2015. On October 6, 2015, SunTrust Mortgage, Inc. (SunTrust) mailed a welcome letter that included your SunTrust loan number among other information. The. payments made on October 30, 2015 for $1,317.67 and on November 16, 2015 for $700.00 were processed through an electronic bill payment service (Fiserv) associated with your banking institution. The loan number indicated with the payments made through t:ie bill payment service was the Stockman Bank (loan originator) number and not the SunTrust loan number. Therefore, the payments could not be identified or applied to your mortgage loan and were returned through the electronic payment processing system. It is our understanding through conversation with Stockman Bank and Fiserv that the $700.00 payment was returned to you. The payment for $1,317.67 was mailed to SunTrust from Fiserv on February 5, 2016 and we will apply that payment to your . mortgage loan as soon as we receive those funds. Mortgage interest is paid in arrears and charged on a monthly basis; therefore, your loan has not been charged additional interest. Due to the payments that SunTrust did not receive for application to your mortgage loan, collection activities commenced, which included calls and a property inspection to learn if the property was abandoned. Our intention is to reach you and learn how we can help you keep your loan current. We apologize for any inconvenience you experienced and have waived the late fee assessed. The credit bureau reporting will be reviewed accordingly. I Please contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from 8 a.m. to 6 p.m. ET if you have any other questions or concerns. Sincerely, Kewana [redacted] Officer Mortgage Escalations Resolution Team

Review: We initiated a refinance with SunTrust in January 2013. We provided all documents as required and waited four months to settle. The title company that SunTrust used was terrible in completing documentation and the Loan officer did not originally make the correct loan amount to fold in all of our closing costs (which I told him I wanted to do). Settlement had to be rescheduled twice; first time because of title company needing to secure a document in which they did not correctly attempt to obtain it, and the second time because SunTrust and the title company did not correctly complete our HUD-1 Settlement statement to fold all costs into the loan. We were delayed and did not receive a proper HUD-1 as required by RESPA Law, and had to reschedule the settlement for 10 days later. To make matters worse, after our settlement, SunTrust did not communicate within their own departments to notify the proper individuals that the old mortgage was paid off and the May 2013 payment was included in the payoff at settlement. Subsequently, I began receiving harassing phone calls stating that my mortgage was delinquent (when really it was paid off & I had refinanced). We contacted the collections department at SunTrust to notify them of our refinance, and they never apologized but instead told us we needed to provide them with the names of the Loan officer, the Loan processor and the Loan closer. I responed that they should have this information and that my loan is closed and refinanced into a new loan and it is NOT my responsibility to provide them with information on personnel that SunTrust should have and completed to assure my account, credit and reputation are in excellent standing. My husband and I have been customers of SunTrust for 9 years, and feel that this customer service is abhorrent and unacceptable and is an abuse of power by SunTrust to delay our refinance and secondly to attempt to intimidate us with harassing phone calls on an old mortgage that they should have known to be closed.Desired Settlement: I would like a personal letter of apology signed (NOT STAMPED) by the President of Mortgage Banking from SunTrust, and signed by all parties involved in my refinance process. I would also like a free copy of all three credit bureau reports for both myself and my husband stating that this old mortgage account was paid in full and there is no negative comments or retaliation to us from SunTrust.

Business

Response:

Dear Ms. [redacted]:

We received your correspondence regarding the above referenced case. however, we did not receive a signed authorization form from the client along with that correspondence. As such, we are unable to provide you a copy of our response we sent to the client dated June 13, 2013. Upon receipt of a signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

Officer

Executive Services

Review: Mortgage company took bad information during application process. Sent documents with personal information and social security number tip vacant home. Released my personal financial information to individuals who did not need it without authorization from me. Delayed closing asking for information not required. Judged without cause staying I would never get a conventional home loan with anyone and stated that to other individuals who did not need to know our did not have authorization to share it. Continued to delay closing costing me personal penalties into thousands of dollars. Took two to three weeks to respond to concern and expected a response from me in 48 hours giving no time to address questions. Delayed requests for information for responses. Lost my husband and my W-2's from our tax accountant, claim they did not receive them. I confirmed with tax accountant they were copied with all other tax documents. Being told I never sent but they have 1099 and all other supporting documents. Gave them opportunity to assist our settle, but they just kept closing the case and not responding saying it all had to go through legal whether I had an attorney or not. Concerned as they do not send information as requested. Only after multiple requests.Desired Settlement: Refund of costs incurred including penalties, inspections, appraisals and cost of living for the 30 days it took to get a new loan.

Business

Response:

Dear [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 and loan application. We appreciate

the opportunity to look into the issue raised and to provide a response to you.Our records indicate that we previously reviewed your

concerns and responded to you in the [redacted] letters dated June 1 and July 16,

2015. We refer you to our previous response for an explanation of your repeated

concerns. In regards to your June 1, 2015 correspondence and the distance

requirement better the property and the drain field, there was a discrepancy

regarding this requirement. As you know, after further review, we verify that

the property was within state requirements and we continue with the processing

of the loan. The July 16, 2015 response was packaged and mailed that same day

along with the [redacted]. We have confirmed with our specialists that the response

was included; unfortunately, we are unable to provide tangible proof of this. You have continued to communicate with [redacted],

Mortgage Escalations Specialist and [redacted], Vice President regarding

the review of your loan application. The initial loan application information

was obtained from you and the mailing address was confirmed as [redacted]

[redacted]. When you inquired about a conventional loan, you were advised

that a conventional loan was not likely with a 95% loan to value ratio with

mortgage insurance not that you would never get a conventional loan.The payoff of mortgage loan [redacted] was received on May 8,

2015. The total payoff amount was higher than the original loan amount to

include the unpaid principal balance, interest, pro rata Mortgage Insurance

Premium (MIP) and the count recording fee. Also the loan closed on September

25, 2014 with only six payments being applied to the loan. In regards to the

MIP, premiums are paid in arrears and are paid on a monthly basic not daily. If

a refund of the MIP is warranted, it will be refunded from FHA.[redacted], we regret any delay and confusion that may have

been caused during the review of your loan application. As stated previously,

we offered to extend the initial interest rate and compensate you up to $133.00

per day for room and board and $100. Per day for the extension of the purchase contract

until the loan closed. The offer was contingent upon you closing the SunTrust Mortgage,

Inc. and would not be offered on behalf of another lending institution as we

would not be privy to the processing of the loan application.We have thoroughly reviewed your concerns as it related to

the processing of your loan application and our position remains the same. We

respectfully decline your requested for a refund of the cost incurred including

penalties, inspections, appraisals and cost of living for the 30 days it took

to get a new loan.

Consumer

Response:

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

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

Regards,

After my contract with the Revdex.com, SunTrust cut off communication with me except for the required by law. They cost my family and myself approximately $15,000. They also left us homeless for 30 days. Every time I communicated errors in their internal investigations, they continued to cut off communication and refused to settled as previously agreed to do.I contacted the Revdex.com with hope to get true communication with them and make a settlement. Instead I received less communication and direct refusal to talk with me. I have not heard from the Revdex.com or SunTrust on the information I provided. According to SunTrust any time a complaint is received, they must open a case. This again has not happened.At this point I have lost all faith in people doing what is right. I believe big business no longer cares about people. Big business cares about money only. Unfortunately, after this experience, I also no longer believe in agencies like the Revdex.com. When a company hears the name Revdex.com, they do the opposite of what you are saying. They stop communicating with people. They are more concerned about reputation and money than the listening to the concerns and improving.I'm at a loss of what my options are and have no where to turn. Thank you for the information, but as I stated, I have not heard back about submitted information and now SunTrust has cut off all communication although a new case should have been opened.

Review: Suntrust bought my Mortgage loan from another company effective November 1, 2014. All documents including insurance information were transferred to them. When I called Suntrust to set direct withdraw from my bank account, nobody mentioned that any documents were missing. In December I received a letter informing me that my insurance expired, I called insurance department and gave them all information including name and phone number of my agent. About a month later I received similar letter, I called again. Two months later I found another letter in my mailbox, called again. Story repeated next month. Between December and May I called them 6 times including two 3-way calls between SunTrust, my insurance agent and I. Finally they updated my records on 5/18/15, but charged me $1,248 for temporary coverage to the 3-d party. This is not my fault that their agents did not update records promptly in December when all information was transferred to them, I had insurance coverage which was about 3 times cheaper than amount they charged me.Desired Settlement: Since I had insurance coverage and provided all information to SunTrust promptly, I request $1,248 refund. I should be responsible for amount I pay to my regular Insurance provider only.

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.We have reviewed your loan and the lender placed policy has been

flat cancelled. A refund of $1,248.00 was credited to the escrow account on

June 22, 2015.Our records indicate that SunTrust Mortgage, Inc. (SunTrust)

acquired the loan from [redacted] on November 6, 2014. The homeowners’

insurance renewal premium was due in December 2014. Unfortunately, the premium was

not paid by [redacted] or SunTrust which led to the policy cancellation and

lender placed cycle with SunTrust. The lender placed premium was disbursed on

May 7, 2015 for $3,081.00. Upon receipt of evidence if insurance, a partial

refund of $1,833.00 was credited to the escrow account and the new voluntary

policy to [redacted] was paid in the amount of $1,117.30.[redacted], we regret this oversight and any inconvenience this

may have caused you. If you have an questions regarding the servicing of this

loan, you may contact our Client Service Department at [redacted], Monday

through Friday from 8am to 8pm and Saturday from 9 am to 3pm ET.If you have any questions regarding this letter you may

contact our Mortgage Escalations resolution team at [redacted] Monday through

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

Consumer

Response:

[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: We bought a truck and suntrust financed it. we have good credit 800+. we are ahead on our truck payments. they sent us a letter stating if we wanted a loan for a house, they would do it. we did find a house, and applied for the loan from them. this was in november 2014. we were required to give them 475.00 for 2 credit reports, and for the appraiser. they did the credit reports, and we waited for about 2 months to hear something. they would not let my husband talk to anyone working on the load to see where we were on it. after this time, he cancelled the loan, and asked for our 425.00 back. they didnt send it. I mailed them a letter requesting the refund. a man called my husband and told him they would send it. this was about early march 2015. we still have not gotten our refund. this is a rediculous amount of time to wait for our own money!!!Desired Settlement: we want the refund we are due. we have been told twice we would get it.

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 May 12, 2015. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Consumer

Response:

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,

I have had my mortgage with SunTrust for about 3 years and have always paid on time without issue. Recently I requested to have my PMI removed as many comparable homes in my neighborhood have sold for well over the amount that would give us 20%+ in in equity in the home. My request was denied and when I contacted them I was met with contempt from their customer service. After multiple attempts and escalations to management, I am refinancing and I have no PMI by a longshot. In the past 4 days I have received over 10 calls from SunTrust trying to get me to refinance despite multiple requests to be put on their do not call list. My experience with them has been infuriating and I would caution all who are considering SunTrust to go elsewhere and get a better rate and a much better customer service experience.

Review: SunTrust Mortgage did not pay the correct real estate tax bill, even though I sent it to them. They only paid a partial portion, and I was assessed additional fine/costs of $280.44. I was told by a SunTrust Mortgage customer service representative on several occasions that I would be refunded this amount. After several months and several more phone calls I have still not been credited the amount.Desired Settlement: Refund $280.44 into my escrow account.

Business

Response:

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 29, 2015. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office. Thank you for contacting SunTrust.

Review: Due to the loss of my job and under-employment in my current situation, I requested assistance from Suntrust Mortgage for possible help of my $1700.00 house payment from a 1st and 2nd mortgage. I began this process in early September 2013. It is now May 29, 2014 and I still have no answer on whether or not they can help me. It's been almost 9 months. I have resent and resent documents that they insist they need. I faxed them and the transmission page has said "ok", but they say they haven't received the documents. I have [redacted] letters with signature required and then 30 days later, they do admit having signed for the documents but they are no where to be found. Every 30 days, they request the same documents again or else by now the forms are out of date (4506T Form) and they need to send new ones. My "point of contact" agent is no longer with the company and I have been assigned a new representative as of early May. I just received a letter stating my old, no longer representative is now my current and new representative. A typo would be my guess - who knows? It's just been one thing after another and I still have no answer. My new contact has not returned my call within the 24hrs per her voice mail, it's been 72 hrs. I have contacted a supervisor 48hrs ago with no response. Suntrust Mortgage has 9 months of bank statements, 9 months of paycheck stubs, 2012 income tax return (now they want 2013), unemployment award letter,(faxed and emailed 5 times), a current 4506T form,and the rental agreement from my rental account. But every 30 days, they send a letter requesting more documentation that they already have, or lost, or can't find.When will it end? What else do they need? They keep promising "esculation on this matter" but every 30 days it's something else. The frustration is becoming unbearable and the things they make up on their end is time consuming for me to unravel. I even wonder if this company is really legitimate.Desired Settlement: I would desire that SunTrust Mortgage payoff the 1st and 2nd mortgages of the property address after all this time,stress, runaround,and incompetency not to mention the financial strain that is even worse on my end because of their delay.

Business

Response:

Dear [redacted]:

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

Our records reflect that in September 2013, we activated your loan in loss mitigation to be reviewed for payment assistance. We regret any inconvenience that you may have experienced in submitting your financial package for review of retention options. However, in accordance with the investor requirements, a loan modification review can only be conducted after the necessary and current financial information is provided. In reviewing your file, we were in communication with you and sent letters (copy enclosed) on September 16, 2013, January 14, March 3, March 13, April 29, and May 9, 2014 requesting the missing information.

On June 3, 2014, we sent you the enclosed letter notifying you that we received a complete Borrower Response Package (BRP). We are currently in the process of reviewing your file for loss mitigation options that may be available for your loan. Once the review process is complete we will inform you of our decision. If you should have any questions during the loss mitigation process, please contact [redacted], the Home Preservation Client Representative (HPCR) assigned to your file at [redacted], extension [redacted], Monday through Friday from 8 a.m. to 10 p.m., ET.

[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.

Sincerely,

Officer

Mortgage Escalations Resolution Team

Consumer

Response:

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

So far there has been no resolution. Suntrust Mortgage has acknowledge that they are reviewing my file and will contact me when they have made a decision. I received a letter, June 3, from them stating they have received all the documentation needed and that the Borrower Response Package is complete. However," additional documentation may be required to complete the review." Here we go again, this has been the process since September 2013.

Regards,

Business

Response:

Dear [redacted]:

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

Our review of your file determined that we were unable to approve your application for a home retention option. However, your loan was eligible for liquidation options such as a short sale or deed in lieu. On June 20, 2014, we sent you the enclosed letter providing you an explanation of our decision. If you have any questions regarding the liquidation options, please contact [redacted], the Home Preservation Client Representative (HPCR) assigned to your file at [redacted], ext. [redacted], Monday through Friday from 8 am to 10 pm, or Saturday from 9 am to 3 pm., ET. If [redacted] is not available another representative will be happy to assist you.

[redacted], if you have any questions regarding this letter you may contact our Mortgage Escalations Resolution Team at [redacted], Monday through Friday from 8 am to 6 pm., ET.

Sincerely,

Officer

Mortgage Escalations Resolutions 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.

My goal was to request assistance for my $1700.00 mortgage in order that I may keep my home. I have a reduction in income and cannot make the payments. Due to my payments being current, assistance has been denied from SunTrust Mortgage. A short sale is not an option and a deed in lieu of foreclosure is not an option either for me. However, once the Revdex.com got involved, SunTrust Mortgage finally made a decision not to help me after 9 months.

Regards,

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence regarding the above referenced loan. We appreciate the opportunity to look into the issue raised and to provide a response to you.

Our records show that we have responded to [redacted] regarding her loan modification request. Enclosed are copies of our letters dated July 9, 2014 and June 10, 2014. Upon receiving a complete loss mitigation package for our review, her request was denied because she did not pass the Imminent Default Test. An Evaluation Notice dated June 20, 2014, was mailed to her explaining the outcome of our review. Please understand that as the servicer of the loan, SunTrust Mortgage must follow investor guidelines.

[redacted] has a first and second mortgage. The mortgage payment on the first is $1,409.66 and the second mortgage payment is $334.48. Both loans are currently due for the August 1, 2014 payment.

If [redacted] financial situation has changed, she may reapply for loss mitigation assistance. She may contact our Home Preservation Client Representative (HPCR) Department at [redacted], Monday through Friday from 8 am to 10 pm, ET. [redacted] may also contact our Consumer Direct Department at [redacted], to inquire about refinancing.

[redacted], if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at [redacted], Monday through Friday from 8 am to 6 pm, ET.

Sincerely,

Officer

Mortgage Escalations Team

Review: Suntrust has failed for almost 2 years now to change the status of our mortgage with the credit bureaus. We sold our house 6/12. My credit report ([redacted]) is showing an account with a delinquent balance of $191,000. It is showing that the account is over 120 days late. I don't live in that house, we don't own the house. I have signed paperwork showing the sale of the house. My ex husband has also had the same issue with his credit reports. He did contact Suntrust more than once last year about this and was told it would be corrected. This has caused me to be turned down for a car loan and now probably a lease to rent. I need this corrected now.Desired Settlement: I would like my credit reports to reflect the correct information IMMEDIATELY. I would also like a letter explaining why it takes this company 2 years to update a report. I would also like a letter from the company stating the issue and its correction so that if this does happen to appear again, I have documentation on company letterhead that I can provide to anyone that requests it.

Business

Response:

Dear [redacted]

This letter is regarding your correspondence that was

forwarded to our office from the Revdex.com regarding the above

referenced loan. We appreciate the opportunity to respond.

We reviewed your concerns about the negative information on

your credit report regarding this loan. Our review revealed that our reporting

to the credit agencies to which we report ([redacted]) as a zero balance

with a closed date of June 2012. Should you have any questions regarding the

credit reporting, please contact our Credit Dispute at [redacted], Monday through

Friday from 8am to 8pm, or Saturday from 9am to 3 pm.

[redacted], if you should have any questions regarding this

letter, you may contact our Mortgage Escalations Resolution team at [redacted],

Monday through Friday from 8am to 6 pm.

Sincerely,

Review: Sun Trust “Are you crazy or just plain incompetent?” 02/01/2016

I started a new home loan process (Dec 10, 2015) with SunTrust Mortgage for the purchase of a private residence property. I went to Sun Trust, as we presently have our primary residence property financed with them. The new loan I requested, was for $85,000 and for $15,000 dollars “less than” what we currently own on our existing property. My efforts are required, due to the selling of our present dwelling (financed with SunTrust) and our desire to downsize to a smaller, newer property.

The Loan Officer, Allyson [redacted], originally encouraged us that the loan process should go smooth and within 45 days, due to our credit score (over 800), our monthly obligations, and that we were already a customer. Since then, I have been challenged on every account, ignored and made to feel as a carpet bagger. I’ve been asked for and have provided, Sun Trust with two years of tax records, co-signer payment history, saving account balances, bank statements, retirement fund balances, monthly draws, social security income, present residence purchase agreement, planned property purchase agreement, RV payment and lot association fees, insurance verification, my brothers bank statements etc, etc. I was told to not take all these inquires and challenges personally, but “I do.” I have however sent all that was requested in an orderly and timely manner. We have more than adequate cash and income to satisfy Sun Trust qualification requirements for a new loan that is $15,000.00 less than our existing loan, where no payments have ever been late in ten years. Now, in the eleventh hour, (Jan 28th) I’ve been advised that we do not meet their qualification requirements and have been turned down! With this late news, I’m being forced to scramble and find other financing or into taking actions that will require me to withdraw cash from our retirement account to pay for a property we must purchase after the sale of our primary residence. IDesired Settlement: Complete explanation of process errors, process modifications and employee disciplinary actions. May require payment for additional tax penalties.

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. On February 5, 2016, you spoke to Ms . Angela [redacted], Mortgage Escalations Specialist, who discussed your concerns regarding the loan process and apologized for the error caused. After further review, it was determined that the incorrect amount was used for the lot fees, which placed the debt-to"income ratio outside of the program guidelines. Ms. [redacted] offered to review the loan again; however, you advised that you had secured new financing and did not wish to proceed with the loan. Mr. [redacted], we sincerely regret the problems you encountered during the processing of your loan application and regret any inconvenience that was caused. As a goodwill gesture, on February 17, 2016 we credited your card used in the initial transaction $25.00 as a refund of the credit report fee. 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, Kewanna [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 [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.]

I do appreciate the administrative efforts taken by the Revdex.com and your timely efforts toward resolving this complaint. I initiated this loan process with Sun Trust with full expectations that it would be a speedy and simple effort due to the fact that I was a current customer who already had a well maintained, up to date mortgage with them. Sun Trusts poor efforts to manage my new loan request was totally unacceptable and cost me $2,250 in additional fees from the new lender. Yes, Sun Trust did offer to "revisit" my loan request 9 days after no contact what so ever, a loan rejection letter I received and with no guarantees that it would be approved.The process for obtaining any loan is usually one built on time constraints and measured in days not weeks, such as mine was. It was also known by Sun Trust that I was well underway in the process of selling my present home and working the purchase on a new residence (the reason for the loan request) which placed me under even more of a constraint. A $25.00 "credit application fee" credit is appreciated but trivial, my actual loss due to Sun Trust failures and lax attitude toward my loans management, poor timely responses and their lack of reasonable debt research has cost me $2,250.00 in origination and point fees. This is what I would consider a resolvable resolution to closing this complaint. The additional charges I've endured were directly due to the lack of simple process management on behalf of the Sun Trust Mortgage Co. . Regards,

Review: There was a saving account opened up by the bank without my permission. Also I was charged 500.00 in overdraft fee from the bank even though the bank informed me if the money was not in my account the transaction would not go throw. I went into the bank and the employee had no idea what I was talking about he gave me wrong information.Desired Settlement: Remove the overdraft fee and I would like to close the account.

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:

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

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

Regards,

Review: I applied for a home mortgage loan last March 2015 with [redacted] of Suntrust Bank and was approved for $150,000. I finally found a home that I loved. After I put a bid on the home, my realtor asked me for a copy of the confirmation letter that I had received. I couldn’t find it so I emailed Ms. [redacted] and asked for a copy. She told me that I would have to reapply because they lost my paperwork due to a compliance update. I repeatedly asked her to explain why I was having problems when financially I was better off than when first approved. She never explained.

I sent in all my files on September 3, 2015 and explained to her in detail that since I was semi-retired, the additional $100,000 I would spend would come from my retirement and, when I sold my house, I would clear more than double that amount. I gave her the name of my financial adviser, [redacted], who is also with Suntrust. In her last email, she thanked me for the documents and promised she would contact Mr. [redacted].

When I found that she had not contacted Mr. [redacted], I emailed through the Suntrust home web contact page on September 17, 2015. I was told that a representative would contact me within two days. On September 24, 2015, I emailed again to inform them that I had yet to be contacted. I received a message indicating that my email was being escalated and I would hear from someone. As of today, October 1, 2015, I have yet to receive a reply.

It has now been four weeks since I sent my paperwork to Ms. [redacted]. She has had my credit report for five weeks. I still have not heard from the bank representative. I have heard nothing from Ms. [redacted] and she still has not contacted Mr. [redacted]. This is especially disappointing given that, with the exception of 18 acres of land, all of my financial assets are held with SunTrust, including my money market account, stocks, stock dividends, IRA, checking account, my 401 K, and an equity loan. This mortgage loan could have been cleared in a day.Desired Settlement: I need to hear from someone who will be honest with me. I have been living in limbo for weeks and need to let my realtor know what is going on.

Business

Response:

Dear [redacted]:We have received and reviewed the correspondences that were

forwarded to our office from the Consumer Financial Protection Bureau (CFPB) as

the Revdex.com (Revdex.com) regarding the above referenced loan pre-qualification

number. We appreciate the opportunity to look into the issue raised and to

provide a response to you.Our records indicate that were issued a pre-qualification

letter in March 2-15 for $150,000.00. When you contacted us again, the

pre-qualification letter previously issued had expired. We regret any

communication delay that may have been caused when you contacted us.On October 9, 2015, you spoke to [redacted], Loan

Consultant, who explained that income documentation is required. Further, that

we are unable to consider the part time income until you have been actively

employed for 24 months. Also, you would need to see your current property which

is listed at this time. [redacted] also explained that [redacted] is no longer handling

your file. Your accounts are held in the Client Investment Center and the following

is a list of requirements needed for the monthly distributions:1. On letterhead stating

your starting monthly distribution starting immediately in the amount of

$3,000.00 to continue for three years.2. We will also need to see a previous statement of all four

accounts from you.3. You would be required to contact Client Services and

setup the distribution and request the letter on item 1 above. The contact

telephone number is [redacted].[redacted], this information was also communicated to you by **

[redacted]. Mortgage Escalations Specialist. If you have any questions regarding

this letter, you may contact on Mortgage Escalations Resolution Team at

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

Consumer

Response:

The fact that Suntrust Mortgage wants me to start taking 3,000 dollars from my retirement account each and every month starting immediately is insane. When I asked why the withdrawals couldn't start when I found a home, the arrogant answer was the same one I always received. "If you want the loan this is what you have to do". No explanations.....ever. The fact that this is for a home approval letter and not the actually loan itself makes it even more insane. It took me five months to find the perfect home last time. Add two months for paper work and closing, and the total comes to 7 months and 21,000 dollars. I don't need or want the 21,000 and, in fact, would clear no more than 17,000 because the IRS taxes would be astronomical. Two of the four correspondences that I received from Suntrust Mortgage relayed that I also needed to sell my current home first, two of the four said nothing about selling. So what's their view on the status on my home? It's anyone's guess.

Review: The issue with Suntrust is that I've been trying to get my mortgage modified since I initially became eligible in 2008. From that moment, I have applied for a modification more than 5 times. With each application, I have made it clear in my hardship letter that I suffer from bipolar disorder, that I was suffering from clinical depression and anxiety,and that my income had been severely reduced. Time and time again documents were lost, but I re-sent them each time. Each time something was lost, I received threatening calls from SunTrust. Each call from them increased my anxiety such that I was reduced to a shell of my former self. Having grown up poor, the ability to purchase a home was a major thing to me. The thought of possibly losing it is not something that sits well with me. So no matter how difficult things were, I never missed a mortgage payment and was only late because SunTrust did something stupid when tried to make my mortgage payment twice (half at a time)instead of once; I was trying to minimize the amount of monthly interest, but still making full payment prior to deadline. In any case, for a period of more than 5 years, SunTrust has destabilized me in manner that is shameful. I finally was approved for a modification last year. I made my three trial payments and expected to receive my final modification paperwork shortly thereafter. By the time I did, it was already close to the deadline for returning it, my name was incorrect and the document still contained my former spouse's name, despite my having sent a court order showing the name change, an executed and recorded deed showing the transfer, and other docs multiple times. After I returned the doc, I received threatening emails saying I had not returned it even though I know they received it. I still don't have final modification agreement. My case has been escalated because I sent a complaint to the CEO. But frankly, I don't think he got it since the same threats are happening now despite my doing all and moreDesired Settlement: Having read the consent decree and other settlements this bank has entered into regarding these kinds of practices, it would make sense that Suntrust waive my payment obligations completely and release me from the liens of both the first mortgage and the HELOC. Because they are obviously aware of my mental condition, their actions have been egregious, tortious, deliberate and shameful. The mental anguish I have suffered for more than five years should be compensated for as well.

Business

Response:

Dear Ms. [redacted]:

We received your correspondence regarding the above referenced case. Because you did not include a signed authorization form from the client, we are unable to provide you a copy of our response to the client dated June 3, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

Officer

Executive Services.

Review: I did a loan modification in June of 2013 and Suntrust Mortgage and they have failed to update their system with the correct terms of the agreement resulting in:

- Reporting me to the credit bureaus for failure to pay---which is false and I have proof of payment from June of 2013 to date.

-Providing incorrect mortgage monthly amounts because their system is not updated with the correct principal and interest.

-Failure to resolve the issue by calling Suntrust Mortgage and trying to get the information updated. I have tried for 2 years and I have never been helped my the loss mitigation, customer service, or collections departments. I have spent numerous hours on the phone with Suntrust Mortgage. I feel this is negligent on their part as it seems they are trying to get more money then what was agreed upon.Desired Settlement: I would like their system to be updated with the terms of my loan modification - for the life of the loan. I would like an updated Amortization schedule that has the correct payment information according to my loan modification, and I would like the correct pay off amount according to my loan modification.

Consumer

Response:

Hello,I forgot to add a desired resolution to my complaint. Please add that I would like for the Mortgage Co. to update the credit bureaus that I paid my mortgage on the months that they reported that I did not.

Review: SunTrust services my mortgage and escrow account. They made mistakes during their escrow analysis and refuse to fix them. The analysis they performed was below standard, basically rolling forward last years payments without regard to what the new tax payments are. Meanwhile increasing my escrow payments to provide for "cushion". Basically extortion so they can collect money from me then collect interest on it for themselves. Whoever they have answering phones sound like a bunch of uneducated individuals and would probably have a more intelligent conversation with a homeless person.Desired Settlement: I want the correct escrow amounts to be used and adjustments to my escrow account made.

Business

Response:

We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from Mr. [redacted]. Therefore, we are unable to provide a copy of our response to Mr. [redacted] dated May 1, 2015. Upon receipt of a signed authorization form, we will gladly provide a copy of our response with your office.

Consumer

Response:

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

They still do not understand the issue at hand. They think I'm unhappy that there was a shortfall in my escrow account. I'm unhappy because they were negligent in calculating the shortfall and took the lazy approach and used prior year similar months escrow payments were, instead of the new payments that were paid a couple of months later. I'm an accountant so I know 100% they are dead wrong. So now I have to suffer because of their laziness and negligence? Seems ridiculous

Regards,

Review: On Friday, 11/8/13, I went to [redacted] in the morning to grab some breakfast before going directly to work. With great embarrassment, when I swiped my debit card, it was denied. After trying my card once more, I ended up leaving[redacted] very hungry and confused. Being that my credit union, [redacted] didn't open until 9 am, I checked while at work via my cell phone my credit union checking account to see why I could not use the $200 dollars in my checking account. When I checked online, to my horror I saw that Suntrust had cashed two checks: Check No. [redacted] for 724.76, the check I wrote on 10/31/13; and my first [redacted], No. *, written for 728.72, dated 5/31/13. With disbelief and a growling stomach I called my Credit Union when it opened and after a 20 minute conversation, was informed that Suntrust Mortgage cased these two checks at the same time. I immediately called Suntrust and ended up speaking with [redacted]. [redacted] informed me that; 1. I wrote a check for $1449.52; 2. Could not find the check number; 3. Was unable to locate the check; 4. She wanted to confirm my bank is not Suntrust; 5. She thinks Suntrust applied it to the wrong account; 6. She would put in a research request; 7. myself or my credit union needed to fax directly to her copies of the two checks that were cash; 8. That she would unlock my online Suntrust Mortgage username and password so that I may view my mortgage account online. I immediately renewed my Suntrust Mortgage log in information and immediately printed all payments made with Suntrust since 11/2001 to confirm that I have never missed a payment with Suntrust Mortgage who I've had numerous problems with since they purchased my loan from [redacted] last year. I called my credit union and requested they fax the copies of the checks that Suntrust cashed and also asked my credit Union how Suntrust was able to cash a check that was older than 90 days. My credit union informed me they should not have been able to cash it. At lunchtime I called Suntrust Mortgage again to find out if they received the fax and to find out when my credit union account would be credited. I spoke with a woman by the name of [redacted] and after getting nowhere with her, requested a supervisor. After holding I ended up speaking with a man by the name of [redacted] and was informed by him: 1. Suntrust was not missing a payment from me; 2. That I wrote two checks; 3. Would get everything into the research dept; 4. Would contact by phone when he found out anything; 5. Understood that it's my money and it shouldn't have been taken; 6. Would get everything escalated; 7. Wait for the rep to contact him so he can get everything into the cashier department and get everything fixed for me. At 5:17 I call Suntrust and spoke with [redacted] who informed me: 1. That my money would be refuned on the 19th. After telling her that that time frame would not be accepted, I asked for a supervior. [redacted] came on the phone and I informed her that I was not waiting until the 19th for money that was stolen for me to be returned. I demanded a check be overnightted to me. [redacted] informed me: 1. That she sees that a previous supervisor had the refund expedited and that the transaction was put through that same day. She put me on hold to check the status of that expedited transaction, came back on the phone and infomed me: 1. Put a rush on request and that there was a 24 to 48 hour turnaround time; 2. That she wasn't sure how Suntrust could cash a check that was written over 90 days ago; 3. Research takes 24 to 48 hours and that that research would inform me of how the old check was cashed. 4. And that [redacted] had left for the day and that he would call me back.;Desired Settlement: I desire some kind of compensation for the pain (migrane and stomach hunger pains), stress, and suffering I am still experiencing since 11/8/13 and still experiencing on 11/11/13. I desire some kind of fine, penalty to be placed on Suntrust Mortgage for fraud practices and whatever rules, statutes, and/or code that they violated. I desire for my money that was stolen from my bank account to be refuned immediately, but that day and timeframe has come and gone. I desire, in writing, an explanation of how a check written on May 31, 2013 could be cashed. I desire, in writing, why told me that they only received one check for the amount of $1449.52, when, in fact, they cashed two checks, one without my authorization.

Business

Response:

Re: [redacted]

Case number: [redacted]

Dear [redacted]:

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

Thank you for contacting SunTrust.

Sincerely,

Review: I've previously complained about Suntrust's harassing phone calls and rude customer service representatives. The company continues to utilize a robot calling system with automated messages. I requested a cease and desist, received a letter from the company stating I would not longer receive these harassing calls, but the calls continue. I've received 4 calls today--two within 5 minutes apart. I advised the first representative that about the cease and desist letter and asked her to remove all phone number from the account. I do not want Suntrust to contact me by phone because it is abusing this method of contact. These calls have come well after 9PM.Desired Settlement: I've already requested to stop the annoying phone calls. If the calls do not stop, I will require monetary settlement.

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 date September 26,2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust Mortgage Inc.

Sincerely,

[redacted]. [redacted]

Officer

Mortgage Escalations Resolution Team

Review: I have had two mortgages with Suntrust with an esgrow account set up. With my previous loan they did not pay the Hazard insurance and the homeowners insurance was cancelled and I had to have my Insurance broker try an find anyone who would cover the house and it cost quite a bit more money so I put in a dispute and Suntrust failed to ever respond. Because this had occurred previously I am much more conscious to make sure that Suntrust pays the Hazard ins. Well once again on load number [redacted] for my husband [redacted] (I am on the deed for the house and I am authorized to conduct business with Suntrust for him) they again failed to get the Hazard Insurance paid. This time when [redacted]. notified me they were getting ready to cancel the insurance on 1/15/15 I contacted Suntrust who said they sent out the payment on 12/17/14. After checking with [redacted]. they never recieved it. The amount was for $1390.00. I asked Suntrust what they planned to do and they said when they receive the money back they would send it to [redacted]. but it would not be until after the ins. was cancelled. I told them that was unacceptable and that I would have to pay it (which we did) and they would need to reimburse us when they located the money. Supervisor [redacted] assured me this would happen. In addition I was told that they would be sending us a waiver to discontinue the esgrow account. I waited until Feburary 6, 2015 to check on the money and the waiver since I have not received either and I was told they had received the $1390.00 and mailed it again to [redacted]. even though they were suppose to mail it to us and they knew that the insurance had already been paid. I also asked about the waiver and it had never been sent but I was assured by Supervisor [redacted] that the waiver was in the mail to me as of 2/6/15. As of February 17, 2015, we have not recieved the $1390.00 or the waiver to cancel the esgrow.Desired Settlement: I would like the $1390.00 refunded to us now and I would like the esgrow account closed and the remaining money we have paid into the esgrow account refunded to us as well.

Business

Response:

Dear Mr. [redacted] This letter is regarding your correspondence that was forwarded to our office from the Revdex.com (Revdex.com) regarding the above referenced loan. We appreciate the opportunity to respond. Our records reflect that on December 17, 2014, we withdrew $1,390.00 from your escrow account and paid your [redacted] premium. On January 29, 2015, we received a refund in the amount of $1,390.00 from [redacted] and the funds were deposited into your escrow account. On the same day, we withdrew another $1,390.00 from your escrow account and sent a check to [redacted] We later learn from your agent, that you paid the premium on January 13, 2015. Because the check sent to your insurance company was a bulk check that included other clients' payment for their premiums, we were unable to place ·a stop payment on the check. We have confirmed with [redacted] that your policy is active and currently paid In full. On February 17, 2015, your insurance carrier refunded you the $1,390.00 over payment for the premium. On March 3, 2015, your escrow account was deleted; therefore, you are now responsible for making timely payments for your real estate taxes and homeowners' insurance. You will receive a refund In the amount of $689.20 under separate cover, which represents the escrow balance. Your new payment is $483.74. Your March 2015 payment was received and applied on March 3·, 2015. As of the date of this letter, your account is due for the April 1, 2015 payment. Mr. [redacted] we sincerely apologize for the confusion and Inconvenience this matter may have caused you. If you have any questions regarding the servicing of your account. you may contact our Client Servies Department at 800.634.7928, Monday through Friday from 8:00 a.m. to 8:00 p.m. or Saturday from 9:00 a.m. to 3:00 p.m., ET. If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolutlon Team at 855.223.4640, Monday through Friday from B a.m to 6 p.m., ET. A representative will be glad to assist you. Sincerely, [redacted] Officer Mortgage Escalations Resolution Team

Consumer

Response:

We did receive the remainder of the esgrow money about two days ago. They did finally send us the waiver to close the esgrow account. They never did send us the $1390 but [redacted]urance did. I read the letter that [redacted] from Suntrust , it was less than truthful. They failed to mention how many times I called or how many times they said they would send the waiver and the refund. However, the important part is that everything has been resolved and I am very grateful for your help. I do not think anything would ever have been resolved if you all had not stepped in. Thank you. On a side note, we will be paying off our mortgage with Suntrust and closing our accounts and will not be doing business with them again. Again, thank you. [redacted]

My mortgage was just transferred to Suntrust a few days ago. I called them to explain I already paid the prior loan holder, as I received notice on 11/10/14 and the payment was due 11/1/14. It was a humorous 20 minute call -- cycling thru the same useless options about foreclosure again and again -- and, in the end, impossible to ever speak to a representative. This is the worst customer service I have had with a mortgage company.