SunTrust Mortgage

Review: Where do I begin?

This dispute is in regards to my mother's (who is deceased) former home and mortgage loan with Suntrust. The problems began when she first opened the loan in December of 2010 and her escrow (taxes and home insurance) was not paid in a timely manner which caused financial stress and multiple years worth of undo stress related to lengthy phone calls and legal documentation that was not resolved for more than a year. Then in November of 2012 my mother unexpectedly died and Suntrust Mortgage was very difficult to deal with. For instance, I sent them multiple copies of her Death Certificate and Administratrix documentation of which they claimed not to have received and once one document was marked as received the other documents (faxed in the same transaction) were claimed NOT to have been received. Then because I could not make two mortgage payments they threatened a possible Short Sale or Deed in Lieu, but as of March 1, 2013 they had sold the loan over to [redacted] Mortgage (wonderful experience with [redacted]!). There continued to be several unproductive communications wasting several hours of my time for unresolved issues and negative representative conversations, etc. On August 27, 2013, the property was sold in a traditional sale for more than the payoff amount and the overage was posted to my mother's estate.

Now the current issue (which is prompting my complaint) is that I am trying to refinance my home to an FHA loan, but there is a QFR code that is showing a "possible short sale" under the name of Suntrust on MY credit report! I called Suntrust Mortgage to ask for this issue to be resolved and they claim to have nothing to do with this coding and that I will have to take it up with the credit bureau who is stating the code exists! This is unbelievable! There have been too many poorly handled issues with Suntrust Mortgage and if I have any legal action to take against them I am willing. Please advise me how to gain justice! Thanks!Desired Settlement: I would like for them to take responsibility for their actions and repair the coding error on my credit report. A letter of apology would also be nice, but is not necessary. My main reason for the complaint is to help others who may have similar issues and hopefully have Suntrust improve their customer service and practices. This has gone on for too long. Thank you again for your help in this matter.

Business

Response:

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

Review: Suntrust customer service has caused me an overdraw on my account for the last time. This has happened several times in the past but it has happened again. I wrote a check to myself to deposit in another checking account that I have and plan on switching over to at[redacted] because Suntrust has screwed up so many times. It was deposited into my [redacted] account on 11/26/2013. On 11/30 I contacted Suntrust to find out why the check had not gone through my account yet since $200 of it was credited to my [redacted] Account the same day and the remaining $800 was credited on 11/29/2013. We texted back and forth (I have all the emails) from the 29th through 12/3 (this morning) and they still claimed there was no such check. Therefore, my Mother was overdrawn on her account with Suntrust and she recently passed away so I decided to send $300 of it over to her account which paid for half of the amount she was overdrawn. Then at about 8:00 am the $1000.00 check came through when just hours before they had no record of it and overdrew me by $241.00. This bank has caused me more overdraws and complaints then any bank I have ever dealt with and they need to be held accountable.Desired Settlement: I want the $300.00 that was transferred into my Mother's account transferred back into my account and then I would like to close my account with Suntrust. Account # ending in [redacted]. Suntrust has access to the same email trail I have on their website but if they happen to loose it I have copies of each and every email and what they have put me through.

Business

Response:

Dear [redacted]:
We have received and reviewed your correspondence forwarded to us from the Revdex.com and your email addressed to [redacted] regarding the above referenced accounts. We appreciate the opportunity to respond to your concerns. Please accept our condolences on your mother's recent passing.
Our records show you filed two Fraud Cases ([redacted] and [redacted]) related to the account ending in [redacted]. Our Fraud Assistance Center is reviewing the claims and will respond with a decision once the review has been completed. If you have any additional questions regarding this matter, please contact [redacted]. .
Regarding your account ending in [redacted], you stated in your Revdex.com correspondence that you deposited a $1000 check drawn on this account into your [redacted] Account on November 26, 2013. You also indicated that although [redacted] credited your account the full amount of the check by November 29,2013, the check did not clear your SunTrust Account for several days and your account became overdrawn. Our records show that Check [redacted] for $1000 was presented to SunTrust for payment against your account on December 2,2013. The ending balance after we processed all items that were presented for payment against your account on December 2, 2013 was $457.60. The following day, there were seven pending debit items on the account that reduced the balance to $228.13. A $300 funds transfer to the account ending in [redacted], which you indicated in your [redacted] ATMwithdrawal of $103 further reduced the balance to negative $174.87. and
resulted in an overdraft fee of $36.00. Nine 'other transactions were presented for payment against insufficient balances on December 3. 2013, and four $36.00 overdraft item fees were assessed. Review of your account shows we refunded two non-sufficient fund fees on December 4,
2013. In addition, we did not assess overdraft or returned item fees for more than 200 transactions that were presented for payment against insufficient balances because these were either transactions under $5.00 or the maximum daify fee limit had been met. Based on this information and that itemswere presented for payment against insufficient balances. we have determined the overdraft fees are valid and wlll remain.

Our records shaw that you requested Overdraft Coverage in December 2010. Overdraft Coverage allows SunTrust to decide whether to pay ATM and everyday debit card transactions when the available balance is not sufficient to cover the transaction and these transactions are sUbject to insufficient funds penalties. Additional information regarding Overdraft Coverage is [redacted] on page 5 of our Personal Deposit Accounts Fee Schedule ([redacted]), provided at account opening, and on our [redacted]). If you would like to remove Overdraft Coverage from this account, please contact us at[redacted] or you may visit a local SunTrust branch.
You stated in your Revdex.com correspondence that you would like this account to be closed. We show there are pending items (credit and debits) that have not posted to the account. For this reason, we recommend you allow these items to post and not authorize any other items on the account. After the items have posted, we ask that you either call us at the number above or visit your local branch for assistance In closing the account.
You also expressed concerns about the servicIng of your accounts. It is SunTrust's policy to offer and extend its banking products and services, including credit products, to any qualified applicant in 8 fair, responsible, equitable, and non-disriminatory manner, and in compliance with all applicable fair and responsible 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 value to our clients, protect their interests, and assist them in selecting the products or services that meet their needs. To that end, we scrutinize our disclosures to ensure that they are clear and understandable; verify that information provided to our clients is complete. clear, and accurate; and listen to our clients' expressed needs. We provide comprehensive training to our employees and we perform ongoing monitoring to ensure compliance with consumer protection laws and regulations.
Every SunTrust employee is responsible for ensuring adherence to fair and responsible banking and consumer protection laws and regulations. We take allegations of unfair, deceptive, or abusive acts and practices seriously and do not tolerate these actions from any
employee.[redacted], we hope this information addresses your concerns. If you have any additional questions regarding your account, please contact us at [redacted] A representative will be pleased 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.

I should not have any pending charges for the account ending in [redacted]. I will accept Suntrust's offer once this account is closed. This was my Mother's account and she is no longer living.
Regards,

Review: on 7/01/2013, I wired 16796.49 to Suntrust mortgage to pay off my home loan with them. On the same day I wired these funds, Suntrust mortgage transferred my loan to another company called [redacted]. Suntrust never returned the 16796.49 to me, they claimed to have wired the money to [redacted] on 7/2/13. as of today 7/29/13 neither Suntrust or [redacted] can locate this money or tell me when they will find it.Desired Settlement: I want this money back immediately so that I can pay off my mortgage with [redacted].

Business

Response:

Re: [redacted]

Revdex.com Case Number: [redacted]

Dear [redacted]:

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

Thank you for contacting SunTrust Mortgage Inc.

Sincerely,

Officer

Enclosures: state and Federal Disclosures STMHB

Suntrust have being unable to get to close a simple refinance in more than 6 months. First [redacted] was 01.28.2015Always changes in rate, points. No returning calls to review info or to confirm appointments set by SUNTURST Bank to close.

I contacted the Manager. She said sorry many times, an explained " Is because we have a big number of cases. But I will call you next week. It was 2 months ago. I get In touch with VP. He commited to close and explains exactly the same "sorry, we will solve the data issue and get you to close this week" It was 2 weeks ago.

I get an email from Loan Office. "No file is schedule for today's Thursday at 5:00pm. I will get in contact with closer and inform you the updated information

Thank you"

Tow hours later another email, from same person . "What I tried to say is your loan is schedule for today's closing"

At 5 PM the time the settlement was scheduled Email from Settlement office. Sorry We are still waiting for the documents.

06.19.2015 Still waiting. Im just curious !!!!

Some routes are copy and paste from actual emails

Review: Applied for loan modificationwith the company. Was approved for modification. Was then forced into a trial period that was no previously relayed as being necessary. when I asked what the terms of the modification would be after said trial period, I was advised by the company representitive that the terms would be the same and woudl just be made permanent. Upon completion of trial period, paperwork was delivered that detailed different terms than that which where agreed upon. Multiple attempts to contact the company over a couple month period wher unsuccesful with multiple voicemails left and no return calls. Finally was able to reach a supurvisor whom contradicted what previous reps told me. Supervisor stated they would review information and would relay to anouther [redacted] and would get back with me within 2 days. Did not recieve any callback from the supervisors. After three weeks a 3rd new rep was assigned to the account, that called and left a voicemail, which I have not yet been able to reach while calling back. Meanwhile, thier collections department has been calling telling me I have been delinquient when all payments have been ontime. they as well contradicted what the m odification department had been telling me as well as made reports that have negatively affected my credit rating.Desired Settlement: modification completed with the terms promised during negotiations.

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. We

appreciate the opportunity to look into the issue raised and to provide a response to you.

Our records indicate that your loan was approved for a Trial Payment Plan (TPP) in October 2013. The trial payments were $853.17 for the months of November 2013 through February 2014. A trail period offers you immediate payment relief and gives you time to make sure you can manage the lower monthly mortgage payment. The trial period is temporary, and your existing loan and loan requirements remain in effect and unchanged during the trial period.

On October 9, 2013, a Home Preservation Client Representative (HPCR) advised you that the permanent modified payment could change from the TPP when the loan is evaluated for final approval. Upon successful completion of the trail plan, the loan was reviewed for a permanent loan modification.

In March 2014, the final review was completed and the loan qualified for a permanent loan modification. The modified payment will increase to $864.07 (a difference of $10.91 from the TPP). Based on the financial information you provided, the interest rate changed from 2.75% (used to calculate the TPP) to 3.00%, which is sufficient and within investor requirements to reach the desire housing to income (HTI) ratio. As stated above, the trail period is temporary. The permanent modified interest rate will decrease from 6.25% to a beginning rate of 3.00%.

On April 29, 2014, you spoke with [redacted], [redacted], and discussed the permanent loan modification. The loan has been removed from loss mitigation since we have not received the signed loan modification agreement. However, if you wish to accept the proposed loan modification, we will re-activiate the loan in loss mitigation. We will need the signed Modification Agreement along with the modified payments from March, April, and May 2014 totaling $2,593.24 by May 13, 2014.

We have reviewed your concerns about the negative information on your credit report regarding this loan. We are required to report credit information accurately to the credit reporting bureaus to which we report ( [redacted], [redacted] and [redacted]). Our review revealed that our reporting to the credit reporting bureaus has been accurate; therefore, it cannot be changed. Please note, as stated in the TPP”… entering into a trail period plan may adversely affect your credit score…”

[redacted], I have [redacted] a copy of the Trail Payment Plan and Final Loan Modification Agreement for you review. If you have any questions regarding the loss mitigation process, you may contact [redacted] at [redacted]. If you have any questions regarding the information presented, you may contact our Mortgage Escalations Resolution Team at [redacted], Monday through Friday from 8am to 6pm., ET.

Sincerely,

Review: The weekend of 10/11/13-10/13/13 I made several purchases ranging from $5-$100. Other fees around $1 also came out. I check my Available balance everyday and on Monday 10/14/13 (Columbus Day), there was about $78 still in the account. I realized that I would be getting a payment that week from [redacted] in the amount of $321.80 from one check. Insurance companies and other entities drop payments in this account weekly. I wanted $300 of this particular check to be deposited into another bank account. The other bank was open on Monday and (now to my understanding) SunTrust was not open. The $300 check that I wrote on Monday was cleared on Tuesday 10/15/13. Apparently, [redacted] was also closed on Monday and didn't put the $321.80 into my account until Thursday. As a result SunTrust charged me 14 NSF fees! Every customer is informed that debit card purchases come directly out of the account except for gas at some gas stations and gratuity that can take days to process-the money present in the account on Monday was more than enough to cover that. On Tuesday SunTrust processed the payments as if I wrote the check the previous week and then made purchases knowing that I had a negative balance. I would never do something like this. I spoke to several people about the matter and they only refunded $76 (out of 14 charges they only gave back 2). I accept responsibility for [redacted] sending the payment late and the funds being there on Thursday instead of Tuesday-so a NSF charge of $38 or $76 is reasonable. $532 in NSF fees is outrageous and seems predatory and discriminatory. There has to be some Indemnity for the person outside of SunTrust banking procedure. There has to be some level of common sense Customer Service that knows it is wrong to charge a long-time customer $532 for a bounced check that cleared 2 days later. [redacted] and his supervisor [redacted] could have corrected this immediately, but did not. It is clear that I did not try to be in default.Desired Settlement: DesiredSettlementID: Refund

A total of $532 was charged to my account as the result of one check. A charge of $380, $76, and $76 were charged to my account. One charge of $76 was refunded to my account. I am asking that $380 be refunded to my account or a check mailed to me in the amount of $380. I accept responsibility for the other $76 in NSF fees for writing the $300 ck assuming that the $321.80 would be there as usual. Thank you for correcting this matter.

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've been discharged from my chapter 13 bankruptcy since 2015, I still can't pay my bills on their website or get all the tax information that I needed, even though I asked them to send me a copy of my payoff. I also paid more towards my debt than they are showing on my credit report. I've been with them 11 year's and it still show's me owing a lot more than I should.Desired Settlement: Let me refinance or give me the money they owe me or put it toward's my debt to them. I paid a lot to them in the last going on 6 years.

Business

Response:

Dear Ms. [redacted]: We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from Mr. [redacted]. Therefore, we are unable to provide you with a copy of our response to Mr. [redacted] dated April 12, 2016. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office. Ms. [redacted], if you have any questions regarding this letter, you may contact our Mortgage Escalations . Resolution Team at 855.223.4640, Monday through Friday from 8 a.m. to 6 p.m., ET. Sincerely, Wanda H[redacted] Officer Mortgage Escalations Resolution Team

Review: I began a short-sale with Suntrust Mortgage in March 2013. Suntrust is the 1st mortgager, [redacted] 2nd. I submitted all the documents required by Suntrust to begin the short-sale process. A month later in into the process, the negotiator assigned to my file informed me the packet is complete and will be sent for review. Two weeks go by, I call the negotiator to inquire were we are in the process. She informed me they need divorce documents and unemployment award letter. On the same day, I send in the documents. A week goes by, I call again to ensure it was received, my negotiators voicemail states she is on vacation for a week. I speak with back-up negotiator who gives me a list of documents missing.. I send in the documents that are missing and check back with my negotiator a week later. My assigned negotiator states the file is complete and will be sent for review. A couple of weeks later my negotiator calls me to state 4506-T form needs to be redone because the dates are incorrect and they now need updated bank statements and pay check stubs. A couple of days later, I send in the information requested and call the negotiator to ensure she received it. I was informed my back-up negotiator the paperwork has not been uploaded into the system and the file has been closed. I talk with my assigned negotiator to inquire what it will take to get the file open. She gives me another list of paperwork that I have not received before. She stated once she receives it, she will send the file to be reinstated. Within the same day, I send in the paperwork requested. I check back with her to ensure she received it. She informed me she has the paperwork and the file is in review. Months go by with the same scenario. On June 26, 2013, I received a call from my negotiator stating the file cannot be open because the application has to be re-written and the 4506-T is not filled out correctly. I informed my negotiator I will send in the paperwork and shared with her Suntrust Mortgage short-sale process does not work.Desired Settlement: Approve short-sale. Stop playing games.

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 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,

Officer

Mortgage Escalation Resolution Team

Review: In 2008, I had bills to pay. I would pay my bills on Sunday when my paycheck would come through on Monday Morning, having been deposited Saturday by cash in hand. I had already experienced $1500 of theft from Suntrust and had been having to have two of them waived, and pay $500 on one of them. I phoned the location addressed: [redacted] My call was received by a woman working there. I asked her why my transactions were coming through before my cash deposit and exactly as to why my account was being overdrafted when I made these purchases the same. She said I should sign up for 'overdraft protection.' I signed up for overdraft protection. I went to use my overdraft protection simply insisting that the timeliness of their professional affairs was not good enough. That I had one day off and paid my bills in advance and balanced my budget so that I may in Sunday so that items would not become delinquent. The middle of the month arrived; and I began paying my bills knowing I had overdraft protection. Provided, this service was resultant of an overdraft by three minutes every time when I knowingly did things in a timely enough fashion of days. My deposits were always cash on Saturday and my bills paid on Sunday. And by Monday as of midnight everything should process and negate. So, I get overdraft protection. My overdraft protection doesn't work the next week. They bill me $1219 in overdrafts. I call the business like what is going on? She yells at me, and says: "I intentionally made your account overdraft and you will pay it or you will pay the price." Not only was overdraft protection not utilized, I had to get a credit card to get the money back. Now, the item has been paid off, and it sits there closed on my account for seven years. I would have lost my house and everything. And on top of it, now, for years, I would never be able to buy a car or a home, or do anything responsible. I had surgeries and all kinds of other debts, and almost $200,000 dollars of stuff that has been paid off by now. It is my personal advice to any consumer to never use this bank. When I had nothing they beat me and forced me broke. And now, what I want, is for it to be taken off of my report. your service will never again be required. I don;t mean closed and sitting there, I mean completely taken off seeing as how my credit will be restored with a better business elsewhere. Your services will never again be required. You were paid off in 2009 and the fact that you insist to leave this here 5 extra years proves what kind of business you are. I got my money back from you that you pilfered and your services will no longer be required. This is the worst business ever for banking and has been ever since third national left you their leftovers.Desired Settlement: I want Suntrust bank to remove their damages from my account and repair any way it has affected my credit as to be rectified, permanently. Your services are no longer required. And when that is done, please append to this this Revdex.com complaint as satisfied and leave it there. Because it is the honest to god truth . . .

Business

Response:

We responded to Mr. [redacted] by letter on January 13, 2015. If you have any questions about our response, please contact Mr. [redacted]. Sincerely,[redacted]Executive Services

Review: We requested a property review for removal of PMI. The resulting review came back with a property value almost identical to the original amount financed which is $10,000 less than originally paid for the property in 2009. Following purchase two barns and fencing were added to the property which should have increased the value if nothing more than the two structures values. However, this came back with a value of $156, 953. Original purchase was $165000 and amount financed on 6/22/09 was $156750.00. Also this evaluation showed a square footage of 250 sq feet less than the original appraisal showed. How can that be? My insurance company increased value to almost $180,000 and increased my premium. Other realtors have stated in current market this home would come in at $190,000.

I believe Suntrust does not want to remove the PMI payment of $111 per month and therefore have valued the home lower than the current market valuation.Desired Settlement: I believe they should reconsider this evaluation - correct the square footage and redo this without additional cost to us. If they are not willing to do this then they should refund the $145 paid for this evaluation. There is no correct reason noted for this complaint above, but I do believe they purposely valued my home lower than what I paid for it in order to not have to remove the PMI premiums

Business

Response:

Re: [redacted]Case number: [redacted]Dear [redacted]:We received your correspondence regarding the abovereferenced case. Because you did not include a signed authorization form fromthe client, we are unable to provide you a copy of our response to the clientdated November 18, 2014. Upon receipt of the signed authorization form, we willgladly share a copy of our response with your office.Thank you for contacting SunTrust.Sincerely,[redacted]

Consumer

Response:

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

I have since paid for and received an independent appraisal complete and accurate which appraises my home at over $173000. I believe this to be a more fair reflection of the value based on what comparables are available however would fall just short what I need. Because the home is in a rural area finding anything remotely like my home is difficult. I believe that Suntrust should reimburse my $145 paid for this evaluation as it only benefited the bank and not myself and was a totally unfair valuation of property. I have now paid out another $400 in order to be treated fairly. regards,

Review: Today is Monday, 11/10/2014.

Summary of occurrences since mortgage was transferred to Suntrust Mortgage.

On 10/1 my mortgage, formerly with [redacted] was transferred to Suntrust Mortgage, Richmond VA.

On 10/3, I had not received a payment book or anything so I mailed a check for more than my scheduled payment to the address I was given for Suntrust. I included my [redacted] mortgage coupon and a note.

The check cleared the bank on 10/14/2014.

I was out of town on vacation from 10/10 through 10/20.

When I returned home, I had a voicemail from someone at Suntrust Mortgage asking that I call an 800 number and press option 2. No notice of what the call was regarding. I ignored it.

Between 10/23 and 11/2, I received 3 more calls each from the same woman (who did not leave a name, but the voice was easily recognizable) asking I call the same 800 number, option 2. Each time I called back. The option transferred me to the Spanish Collections mailbox. No message. It just said “Spanish Collections” followed by a beep. Each time, I left my contact information and asked to please be called. I explained I’m a new customer and my mortgage had been transferred. I let them know I don’t speak any Spanish at all. I asked to be contacted. I never was.

Last week, the week of 11/2, I called Sun Trust’s 800 number twice, each waiting 30 minutes on hold. My calls were never picked up, but I was assured by the friendly recording my business was important. I do not have time to sit on hold all day.

Friday, 11/7, I sent a desperate email letting them know the details and to please have someone call me. I got a standard form email back this morning saying they could not help me via email.

The customer service has been nothing short of atrocious. I am a Service Delivery Technology Manager by trade so I know a few things about customer service. This is the bottom of the barrel.

The final straw. Today, 11/10 I received a certified, registered letter regarding the impending foreclosure on my home and advice to contact a foreclosure attorney or waive my rights.

I immediately called Suntrust and sat on hold OVER a half hour. Once I talked to a service representative she assured me my account was fine and no damage had been done to my credit and I hadn’t been sent to collections. I told her I wanted to speak to her supervisor. She placed me on hold. And the line went dead a minute later.

I was absolutely now livid. However, I never lost my composure or used foul language of any kind.

I called back Suntrust again. After holding for 5 minutes, they called me back which I was thankful for. I’d wasted enough time.

I was then put in touch with [redacted] who told me there was a missing payment on my account. Apparently Suntrust had just acquired a large number of mortgages and things were….not as smooth as they wanted. I emailed him my October payment cleared check. He confirmed it was received and would deal with this immediately, first thing Wednesday morning. Banks are closed tomorrow for Veterans Day. He said he would contact my Friday to confirm everything had been cleared up.

I have copies of both cleared checks from Suntrust Mortage in amounts over my scheduled due payment from October and November. I have the email they completely ignored my pleas to have someone call me.

The customer service, perplexing situation, and still uncertainty has been a complete waste of time and far too much stress. I hope the issue is resolved on Friday. These people are the worst lenders I’ve ever encountered by far. I am extremely fearful of what this company has now done to my credit through no fault of my own.Desired Settlement: I would like a formal apology for the drain on my time having to deal with their mess and inability to contact me after seven attempts to contact them! I would like an assurance these events were not reported to any credit agency or collections agency. I have exceptional credit. I use credit frequently. I can not afford to have it tarnished in any way, shape, or form. If they were reported, I need Suntrust to make every single effort to fix the damage they have done.

Business

Response:

Re: [redacted]Case number: [redacted]Dear [redacted]:We received your correspondence regarding the abovereferenced case. Because you did not include a signed authorization form fromthe client, we are unable to provide you a copy of our response to the clientdated November 25, 2014. Upon receipt of the signed authorization form, we willgladly share a copy of our response with your office.Thank you for contacting SunTrust.Sincerely,[redacted]

Review: Working with SunTrust Mortgage company we were told we would be approved and just needed to provide documents and pay for processing refincing fees, etc. After 22 days of constant back and forth correspondence and continued documents being requested for our refinance wth SunTrust, we were denied our refinance/cash out loan with them and it cost us over $600 to initiate the process.....and then they ultimately denied us the cash out to fix the bathroom. We have provided every document they requested initially, and then additional documents 3 more times. We did everything they asked after being told we could do this (They had looked at our credit and determined how we should proceed) then when it comes down to it....they denied us....and took our $607 for a service that did not materialize....refinance and cash out. We are very dissatisified with their customer policies.....we have been customers and paid our mortgage with them for 8 years, never missed a payment, nor have we been late on a payment, yet they will not approve us after they said they could.....3 weeks after we began the process.....so now we have lost a month of time, wasted energy and time copying and faxing documents, paying them a $607 fee, and we have nothing to show for it except their denial. Very very unfair customer practices.Desired Settlement: We would like our $607 back from SunTrust and more fair lending policies that are not unreasonable. We believe SunTrust should not take a person's money if they are not positive the refinance cash out will go thorugh........the service we requested failed and now we are out money as well.

Business

Response:

Dear [redacted]:

We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from the client. Therefore, we are unable to provide you a copy of our response to the client date August 11, 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,

Officer

Mortgage Escalations Resolution Team

Review: I contacted suntrust about my late mortgage payments, they advised me of there loan modifaction program. I explain that I was paying off a hoa lien and doctors bills. I was advised to submit paper work, I did in 8/2013 they said the paper work was incomplete after about four weeks. The agent [redacted] said to reapply I did so. Sent in another application in 9/2013. December suntrust reply said I did not qualify because I was paying off a lien. My question is what was the point of sending in applications? If this is how they do business I Think they should try something else maybe the agents don't know what their suppose to do. I wasted time dealing with suntrust because of there bad business practices.Desired Settlement: Don't give false imformation to customers. Don't tell your employees to lie to customers.

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 January 14, 2014. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

Review: I paid my monthly mortgage in a branch office on 12-9 for the amount of $1729.40. I have a receipt from that branch verifying I paid $1729.40. When the check posted to my account it was for $1029.40. I called and they wanted another $700 for the payment-even though I have a receipt showing that I paid $1729.40. They could not provide a copy of the check to verify the error on their end. I argued that once they found the error, they will deduct another $700 from my account. The lady, her name was Christian N[redacted] said that shouldn't happen. But their error should not have happened either, and they should have been able to verify this by review of the check. I also spoke to a Christina W[redacted]; she transferred me to Christian N[redacted].Desired Settlement: for them to show courtesy to a long standing customer and at least research the discrepancy before they throw it back on the customer to fix the error. Had I not caught it by checking my account, they would have billed me a late fee.

Business

Response:

Dear Mr. and Mrs. [redacted]: We have received and reviewed the correspondence that was forwarded to our office from the Revdex.com .regarding the above referenced account. We appreciate the opportunity to look into the issue raised and to provide a response to you. Our records show that on December 10, 2015, we received and posted $1,029.40 to your unapplied funds account; however, you are stating the check amount was $1,729.40. We have reyiewed the.mortgage coupon used to process the payment and the check used to process the payment (check number [redacted]). The mortgage coupon indicated that you submitted a payment of $1,729.40 and the funds were to be applied as the monthly payment of $1,329.40 and the remaining $400.00 as a principal payment. The check number [redacted] showed the numeric amount of $1,729.40; but the legal written amount was $1,029.40. In posting the payment to the account we used the legal written amount of $1,029.40. Enclosed is a copy of the mortgage coupon and check number [redacted]. On December 15, 2015, you authorized a Speedpay draft in the amount of $700.00 and the funds were posted to your unapplied funds account. On December 16, 2015, we withdrew $1 ,729.40 from your unapplied funds account and posted the December 1, 2015 payment in the amount of $1,329.40 and a principal payment of $400.00. As of the· date of this letter, the next monthly payment is due on January 1, 2016. If you have any questions regarding your loan, you may contact our Client Services Department at 800.634.7928, Monday through Friday from 8 a.m. to 8 p.m., and Saturday 9 a.m. to 3 p.m., ET. If you 1have any questions regarding this letter, you may contact our Mortgage Escalations Resolutlon Team at 855.223.4640, Monday through Friday from 8 a.m. to 6 p.m., ET. Sincerely,· Wanda H[redacted]

Review: We are now almost 2 months out trying to close on a 30yr conventional loan for two exact same properties that sit next to each other. One of the properties appraisal came back above the sale price while the other came back $4,000 under and with errors in the appraisal. We completed an appraisal dispute and was told it should take 2 days for the dispute team to review and 1 day for the underwriting team to review we are now over 2 weeks of waiting and still nothing getting the run around. The dipute form clearly stated that there were issues where the appraiser got the sq footage wrong, appliances were missing from the report and they were actually there in his pictures, he could not find comparables sold within the last year but the other appraiser found 3 of them. We got back an email stating the dispute was declined,. period no explanation. When we pushed them to tell us the reasoning we got the following response - because the lot was half the size of the other home (not true, it actually larger based on our county tax appraiser website), that appliances were missing (not true, you can see the appliances in the pictures!), that the neighborhoods are different (they are sitting 10 feet apart...I would consider this the same neighborhood), and that the comparables are more than 1-2 miles more than the first set of comparables (the new is 3-4 miles away and actually of sold properties which would be of more value than properties within 1/2 miles that haven't sold in the last year). We have gone to the bosses boss and no one is helping us. This is ridiculous and we feel like we are talking to 5yr olds who have never completed a mortgage. Same house, same builder (owner), same appliances, same selling price same same same - this is not rocket science. Our closing costs didn't even match and we had to fight with them and they couldn't even tell us why and then decided to fix them. We are still disputing and the sellers wife has cancer this is just so ridiculous!Desired Settlement: I need the appraisal to be updated to match the other home (same house next door). We want to close on two identical homes on the same day for the same price (same, same, same) - why can't this work???

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, 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. Sincerely, [redacted] Officer Mortgage Escalations Resolution Team

Review: As of today, we have made 3 payments, each $583.53, using on-line banking. Our initial payment was on 10/01/2014 was cashed but not recorded in our mortgage account. We made our second payment on 10/19/2014 in order to eliminate possibility of delinquencies. Then, our 3rd payment was on 10/31/2014. We made number of calls to Suntrust to locate our initial payment of $583.53, with no success. We were directed to Suntrust Research Department and we faxed a letter and a copy of the cashed check on 10/27/2014. We did not hear anything from Suntrust. We would like our initial payment of $583.53 returned back to us.Desired Settlement: Locate our initial payment (583.53) and return back to us. Do NOT apply to our principal balance.

Business

Response:

Re: [redacted]Case number: [redacted]Dear [redacted]:We received your correspondence regarding the abovereferenced case. Because you did not include a signed authorization form fromthe client, we are unable to provide you a copy of our response to the clientdated December 5, 2014. Upon receipt of the signed authorization form, we willgladly share a copy of our response with your office.Thank you for contacting SunTrust.Sincerely,[redacted]

Review: Sun Trust purchased my mortgage from [redacted] in July, 2014. I received notice from [redacted] of the transaction that the transaction would take place on Aug 1, 2014, and a notice from Sun Trust on Aug 4, 2014, about the transaction. Since Aug 4, there has been no correspondence. Not even a statement.

I called on 8/8/14 and verified the account info and due dates of the next bill. The rep ([redacted]) verified a bill would be coming.

Aug 26, 2014 - I spoke with [redacted] and not receiving a bill yet. He stated he would send one and my next payment was due Sept 1 and urged me to register online and set up automatic payments. I stated I still want a paper bill from the company. I sent my payment in time even though no bill was ever received.

Sept 17, 2014 - I spoke with [redacted] about not receiving my bill for the Sept 1 due date yet, as well as not receiving one for the Oct due date. She confirmed that no bill was generated in the system for the Sept 1 due date, and would take generate on for the Oct 1 due date. Informed me that the system is designed so that as soon as a payment is received, it automatically generates the next bill. For some reason, mine was not. She also stated that she found a note in the system that no new customers would be contacted until after Sept 30, 2014. That explains why I never received statements with a bill, and luckily was on top of things so I didn't incur any late charges. But what about other people who weren't?

Sept 23, 2014 - No bill yet in the mail. Spoke with [redacted] who verified that a statement had been generated and mailed on 9/17 and I should receive it any day. She also urged me to register my loan online so I could view my info and print my own statements.

I realize that companies are urging customers to do things more electronically. But can they blatantly ignore sending information like monthly statements so they can collect on late charges and try and convince the customer to do things electronically?Desired Settlement: I want an email from the company confirming that I will receive my monthly billing statement mailed from their location no later than the 10th of each month. That calculation allows a week to get to my mailbox, a week to get back to them, and a few extra buffer days so payments can reach them in time. If the SunTrust fails to do so, I will not be charged any late fee penalties. I do everything on paper, and will not be sending electronic payments. Statements that arrive in my mailbox on the 26th of the month don't give me enough turnaround time to get the payment back to them in time for the 1st due date. Especially if there is a weekend that eats up a day.

Thank you.

Business

Response:

Dear [redacted],

We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from the client. Therefore, we are unable to provide you a copy of our response to the client dated October 7, 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,

Officer

Mortgage Escalations Resolution Team

Review: As a customer of SunTrust Bank I'am very displeased, distressed,disturbed and disappointed with the service that was given to me on July 9,2014 about my account.I call customer service to ask about the fees that was place on my account.I then explain to the person that on July 8,2014 I had a balance on my account of $139.00 dollars in my account I used my card on that same day at [redacted] my bill was only $12.00 dollars at this time my balance was $127.00.I only had one check out for $730.00 dollars that hit my account on July 9,2014 at this time my account had a balance of -$780.00 dollars I ask why the person then said that my account was changed 5 times of $36.00 dollars and if I don't make a deposit of the $780.00 dollars that my account would be changed 2 more fees of $36.00 dollars I could not believe what I was hearing.ON July 9,2014 I made a deposit of $500.00 dollars in which I feel that my account balance should have been -$139.00 that included a fee of $36.00 dollars not a balance of -$354.00 dollars . This action that has taken place on my account has kept me with 4 more fees I truly feel that something should be done about this matter.When opening a account the customer should be told about the type and the condition of that account.A customer should never feel unpleasant .Desired Settlement: DesiredSettlementID: Refund

I would strongly appreciated anything you can do to resolve this matter.I believe that an apology is due and that I should receive a credit to my account.I hope you will take this complaint in the helpful spirit in which it is meant.

Business

Response:

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

Please close this case on your records.

Review: SunTrust Mortgatge sent me a letter dated 12.05.12 regarding account #[redacted] regarding the incorrect reporting to the credit bureaus. Sun Trust stated that there was an inadvertent clerical error and that the correction would be done with in 10 business days. As of today 9.27.13 the error is still on the credit report and no one has corrected this. I am not able to go forward on my loans due to the incompetence of SunTrust MortgageDesired Settlement: Corrcction of the degratory repoting on my account.

Business

Response:

Dear [redacted]:

We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from the cilent. Therefore, we are unable to provide you a copy of our response to the client dated October 10, 2013. Upon receipt of the signed authorizatoin form, we will gladly share a copy of our response with you office.

Thank you for contacting SunTrust.

Sincerely,

officer

Mortage Escalations Respolution Team

Suntrust mortgage is slow, unprofessional and inefficient. My wife and I are trying to purchase our first home. We even canceled our Paris honeymoon in order to meet the seller's needs. Suntrust made it sound very promising that they would be able to close by our seller's date. Now it's way past due, we've filed extensions and we've still not gotten a closing date. It looks like we canceled our honeymoon for nothing!
That's not the only thing. Before they approved our mortgage, they informed us that my wife and I were required to take a first time home owners course! The problem with that was they informed us only a couple days before we were expected to meet the seller's demand. This is inefficient and unprofessional!
SunTrust has made an already stressful situation, extremely stressful! We cancelled our honeymoon for nothing, we've had to file extensions, we've been promised false promises, and it's all because SunTrust won't deliver as they said. I will go out of my way to tell people to NOT to go through SunTrust mortgage. When we go to buy a second home, I can guarantee you that will not use SunTrust! Worst and most unprofessional company. Even our parents who have owned multiple homes are shocked at the way they do business!