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SunTrust Mortgage

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Phone: (800) 634-7928 901 Semmes Ave  Va-mtg-2025, Richmond, VA 23224 http://www.suntrustmortgage.com ! There is an alert on SunTrust Mortgage !


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that SunTrust Mortgage meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for SunTrust Mortgage include:

  • Length of time business has been operating
  • Response to 199 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

199 complaints closed with BBB in last 3 years | 74 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 69
Delivery Issues 6
Guarantee/Warranty Issues 0
Problems with Product/Service 119
Total Closed Complaints 199

Customer Reviews Summary Read customer reviews

11 Customer Reviews on SunTrust Mortgage
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 11
Total Customer Reviews 11

Additional Information

BBB file opened: December 04, 2008 Business started: 12/08/1865 in VA Business incorporated 03/01/1927 in VA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

National Mortgage Licensing System

http://www.nmlsconsumeraccess.org

Type of Entity

Corporation

Contact Information
Customer Contact: Executive Services
Business Category

Mortgage Bankers


Customer Review Rating plus BBB Rating Summary

SunTrust Mortgage has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A-.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/14/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My loan was sold to Suntrust at some point - my first payment to them was March 2016. Shortly after I received notification, I called to find out what I needed to do to ensure the tax bill was paid on time. The person on the other end said that they receive the bills directly from the town and that I did not have to do anything but I could fax them if I wanted to. So I tried to fax and it kept failing so I called back. I asked if I could scan and email or upload to confirm receipt and they said no, we don't do that here so I asked if they had a different fax number. As it turns out, these were supplemental bills which the town does not send directly and they needed to be faxed; I faxed in the documents in March. In early June, I receive demand for payment notification from the town indicating that if the payment was not received in 2 weeks, there would be additional fees. I was told that it would require an investigation that would take 2 weeks so I requested that it be expedited. The person told me they would submit that request. I called back a week or so later and was told that the parcel ID number on the bill was wrong and it would need to be straightened out before the bill could be paid. They said it would take another 2 weeks. This goes on and on for many weeks. I spoke with a Desi, Nathan, Laura, Sandy, Miss Roselyn and others - I stopped taking their names as it had become useless. I finally received a call at the end of July to let me know that it had been paid. It cost me an additional $100 in fees that they were unwilling to take responsibility for. When I finally received the notification, I called the town to confirm. The town had no record of payment (which I later found out that the only the request for payment had been submitted) and furthermore informed me that the regular tax bill had not been paid and was also late. It is now mid-August and I have yet to hear back. Now another payment was due on 8/1 that has also has not been paid.

Desired Settlement: Pay bills on time. Take responsibility for the issue and pay for the late fees.

Business Response: Dear Ms. *****:
We received your correspondence regarding the above referenced case. Because you did not include a signed authorization form from the client, we are unable to provide you a copy of our response to the client dated August 30, 2016. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
Thank you for contacting SunTrust.

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,

***** *******

9/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 8th, 2016 we contacted Suntrust for the first time asking about hardship programs. After I was put out of work for 7 weeks due to a diagnosis of Myocarditis. Bill L***** our single point of contact recommended a 3 month forbearance and to file a packet of hardship with him to see what sort of resolution we could get. It has been over a month since that first phone call and we have been given nothing but the run around. We were calling every week to see what was happening, updating them on the condition, they only called us once. Every time it was we need this, or the company is having a hard time making a decision because of this, but don't worry I will talk to them and figure it out. We heard lots of "don't worries." Finally I began work again and my wife called and informed them that I had started work again, 4 days later. Two days before our next mortgage was due they called to say they were not pursuing a forbearance because I had went back to work. We were only looking for one month of help. We were then sent to escalations which we were having to call to find out what was going on. We asked them to listen to the tapes, a week after they were supposed to we get a call saying that we misheard everything that was being said to us, that there is nothing they can do. We asked if we could listen to the tapes, if we are wrong, than we are wrong but our faith in Suntrust is obviously very small at this point they are refusing to let us listen to the conversation. That is why we are here we need a third party to help us to listen to the tapes and hear, not only the run around but what was said. They said we were not to be sent to collection as long as we were in their department, they did. They never contacted us about what was happening until we would call them. We are angry and frustrated with the run around this company has given us.

Desired Settlement: We would like to make sure that the delinquency comes off our credit report. We also would like to listen to the tapes to confirm what we are being told. We were in the escalations department where they offer rebates if things are mishandled, but even though they do not let us listen to the tapes they are saying the no call backs, the lack of communication, the deception of what was happening is not worthy of a rebate.

Business Response: Dear Ms. *****:
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 September 1, 2016. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
Thank you for contacting SunTrust.

9/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In February, my husband and I started the process of obtaining a construction loan from SunTrust Mortgage. The process has been a very unpleasant experience. Throughout the entire process we were not kept inform of our loan request. In order to kept the process moving forward my husband and I had to call to for the next step. Any time we would turn in paper work that was needed we never knew if what we provided was sufficient. I would have to start calling around 8 or 9 in the morning every 30 minutes until I could reach our loan officer George C******* or Jonathan B***** just to get updates on our loan process. I would send email and get no reply. My husband and I provided all the information that was requested of use as soon as we were told it was needed. My husband called twice and wrote several emails to George C******* and Jonathan Bryant to voice his concerns on how it seemed as if our loan was not being taken seriously. After 6 months of trying to get our construction loan approved and calling to see where we were in the loan process, we were told we were not approved for the loan. George C******* explained to me how I needed this large amount of money down or in escrow. I asked him to send me the information to my email detailing why we were not approved for the loan. He told me he would send it that day but never sent the email. I got up early that morning and started calling him until I was able to speak to him and not voicemail because he does not return our calls. He said that it was a long and detail letter and he was finishing up the email and would send it. Once again I never got an email. My husband called the next day and was told by George C******* that he would send an email with the information I requested. We still never got an email. It is a week later and we still have not gotten an email detailing why our loan was denied. I have never been treated so poorly in my life. I am so disappointed with SunTrust's Service.

Desired Settlement: I would like to be provided with a detail reason why my husband and I construction loan request was denied.

Business Response: We have received and reviewed the correspondences that were forwarded to our office from the Consumer Financial Protection Bureau (CFPB) and the Better Business Bureau (BBB) regarding the above referenced loan application. We appreciate the opportunity to look into the issue raised and to provide a response to you. We regret any problems that you may have encountered during the processing of your loan application and regret that you feel your experience was unpleasant. You completed an application on February 16, 2016 for the purpose of a construction loan to build a
home at a projected cost of $201,000.00 on your own land. On April 25, 2016, the home appraised for $290,000.00. When there is a variance of greater than 10% and the builder’s cost to build is less than the appraiser’s cost to build new, contingency funds are required to insure that if the builder cannot complete the project on budget, SunTrust Mortgage, Inc. will have the funds set aside to complete the project. We were able to verify the funds needed to close on the loan; however, contingency funds were required as explained above. The Debt to Income (DTI) ratio was over the maximum ratio; thus, the contingency funds could not be financed. The loan was denied on August 8, 2016 for insufficient cash. As discussed with Ms. Dee F*****, AVP and Ms. Angela O****** Mortgage Escalations Specialist, an agreement was made to lower the reserves to $25,000.00. We understand that you
were satisfied with the new amount and would work with Ms. ****** on submitting a new application. Mr. and Mrs. ******, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ************, Monday through Friday from 8 a.m. to 6 p.m. ET.

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************
Regards,
********* ******



9/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I applied for a loan modification in February. I have been sifted through so many different modification agents and told to submit the same documents over and over again. The previous agent failed to document certain submissions and the wait time for me to re-submit allowed my mortgage payments to become later and the outstanding balance built up too over $10,000.00. After several differnet agents, failure to commmunicate properly on my loan, I was told that I would not qualify due to a prior modification. AFter so much, I would thiink that Suntrust would have noticed that a previous modification was done and this could have saved a lot of time and build up of unpaid mortgage, late charges and credit score being affected. I have tried to make a payment online when I discovered that Suntrust continues to have my loan in loss mitigation - i was never told this even though I paid the over $10,000.00 balance since I didn't qualify. I asked to have my loan return to normal. The agent today said I would have to go trough a 45 day appeals process. I simply want my account to return to normal. I am afraid that Suntrust is going to make me lose my home. I have nothing in writing that I am clear of a short sale or foreclosure due the previous outstanding balance. I am VERY afraid and they will not send me an absolute word that my home is safe and I am not in jeopardy of losing my home. I have made a payment in a local branch, but the payment is not reflecting as of yet.

Desired Settlement: I want Suntrust to put it in writing that there is NO short sale pending or foreclosure. I want to be sure that my home is safe. MY credit has been damaged because of the months of non-payment that I was not to pay due to the process.

Business Response: Dear Ms. ********:
We have received and reviewed the correspondence that was forwarded to our office from the Better Business Bureau (BBB) 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 became active in our Loss Mitigations Department for review of eligibility on January 25, 2016. At that time, the loan was two months delinquent. An Incomplete Information Notice was mailed to you on January 26, 2016 and February 26, 2016 to request adequate documents in order to continue the review. The documents received were incomplete; thus, the loan was removed from the loss mitigation process on March 29, 2016. We received a new loss mitigation application on April 13, 2016, which was deemed complete on May 26, 2016. Our evaluation determined that the loan was no longer eligible for a loan modification since a Principal Forgiveness Modification was granted in 2014. This modification reinstated the loan and provided a principal forgiveness in the amount of $121,503.20. The first payment due on the modification was August 1, 2014. Please know that we are unable to render a decision for loss mitigation eligibility until a complete application is received. Our Home Preservation Client Representatives do not decision loans upfront and could not have provided this information until a full evaluation had been conducted. The loan was removed from the loss mitigation process on August 8, 2016 after the appeal process period expired, which we must allow in accordance with processing guidelines. The loan was delinquent as payments were not received on the loan and not due to the loss mitigation process. Your loan was reinstated on June 27, 2016. The loan is due for the August 1, 2016 monthly mortgage payment. Our online website should now allow access to schedule a payment. As of the date of this letter, the loan is not active in foreclosure or pending a short sale. Ms. ********, if you have any concerns regarding this letter, contact our Mortgage Escalations
Resolution Team at 855.223.4640. We are available Monday through Friday from 8 a.m. to 6 p.m. ET.

Consumer Response:

Better Business Bureau:

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

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

Regards,
****** ********

I understanding the account was delinquent, which is why I applied.  However, this letter states my file was incomplete.  I submitted everything I was told - I even had to submit it more than once.  The agents changed OFTEN and i was even told they did not know why I was asked over and over again to provide a divorce decree after I said MANY times I was not divorce.  The fact that the file was handled by so many people and seemingly everything I submitted - there was something to do.  At this point I simply do not care - just as long I have in writing my home is not in danger of a short sale or a foreclosure.  I'm am done and just have to deal with a mortgage company I detest.  Thank you BBB for your help.

8/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid off my loan a week ago and was told I will not receive my escrow money refund for 15 business days. When I asked if I will be receiving interest on my $8800, I was told I would not. After the loan has been satisfied and the taxes and insurance are paid at the closing table I see no reason for holding my money for that long. I have purchased many houses and paid off many loans and have never had a business hold my money that long without providing interest.

Desired Settlement: Please refund my money immediately or provide interest to me as I have you for many years.

Business Response: Dear Ms. *****:
We received your correspondence regarding the above referenced case. Because you did not include a signed authorization form from the client, we are unable to provide you a copy of our response to the client dated August 23, 2016. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
Thank you for contacting SunTrust

8/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In March of 2016, we experienced a very bad hale storm. My property was assessed with 40k, worth of damage. I filed a cliam with my insurance company. They paid the claim, making the check out to myself, my wife, and our mortgage company. We endorse the check and sent it to Suntust. That's when the problem started. Suntrust took the check, cashed it, and sent the same amount out to myself, my wife, and the contractor. Therefore, my wife and I would have to endorse it and give it all to the contractor before the contractor started the work. This makes no since. I have gone back to Suntrust on several occasions trying to find resolution, all to no avail. I am being told that that is Suntrust policy and I would have to work it out with the contractor. I have checked with other contractors and no one/contractor will endorse the check, and give it back to us to pay them in disburstments as the job is being completed. I called Suntrunst and asked to for a supervisor to call me back. I was told someone would call me back in 48 hours, well now it's been two weeks. I called Suntrust and asked them if I could send the check back to them, and they cut checks in 3rd as the job is being completed. I was told no, that's not their policy. My property is deteriorating and it's been 5 months, all my neighbor homes has bee completed, by not mine. Why, because Suntrust doesn't have anyone that will even stop to see how dysfunctional this policy is for a check of this size. 1 + 1 = 2, this is not rocket science. You do not give a contractor a check for $33K, before he starts a $40K job. I can't give the contractor the check for $33K, because what he runs off with it, and I am sure that is why the contractor wont endorse a check that large for the same reason.

Desired Settlement: For Suntrust to take the check they sent me back and send a check in thirds as the work is being complete. Again, it's not rocket science.

Business Response: Dear Mr. and Mrs. ******:
We have received and reviewed the correspondence that was forwarded to our office from the Better Business Bureau (BBB) regarding the above referenced loan. We appreciate the opportunity to look into the issue raised and to provide a response to you. On August 12, 2016, you spoke to our Loss Drafts Department regarding check number ****** in the amount of $33,415.58. As discussed, a stop payment was issued on that check to reissue the funds in three draws as you requested. The funds were mailed to you by federal express on August 17, 2016 in three separate checks: ****** for $11,138.53, ****** for $11,138.53 and ****** for $11,138.52. The package was delivered on August 19, 2016. Mr. and Mrs. ******, we regret any inconvenience that may have been caused. If you have any questions, you may contact our Loss Drafts Department at ************* Our business
hours are 8 a.m. to 8 p.m., Monday through Friday and 9 a.m. to 3 p.m., ET, on Saturday. If you have any questions regarding this letter, you may contact our Mortgage Escalations
Resolution Team at ************, Monday through Friday from 8 a.m. to 6 p.m. ET.

8/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am an active duty Lieutenant Commander in the United States Navy and I serve as a physician. I approached Suntrust bank about obtaining their physicians home loan. I told them we were searching for a home loan in the State of California. After submitting to a credit inquiry, we were granted a letter of pre qualification. We then found a home and notified Suntrust that we have an accepted offer. At this time, I left my pregnant wife in California, as I had to report for some additional training on the east coast. It took them one week for them to respond to the notice of an accepted offer. This was after numerous phone calls and emails. We then submitted all the required documentation to submit the loan to underwriting. Three weeks into this process, I received a phone call stating that suntrust had made an error and that they could not service this loan in the state of California. I was understandably dismayed and after calling various members of their department, I was told that they would request an exception. This exception was obtained and the loan was finally submitted to if underwriting. During this underwriting process, we were asked to explain the situation surrounding a short sale my wife incurred in June 2013. This was the second time that we had notified the bank about this short sale and we were assured that this in and of itself was not a disqualifying factor. 5 days after submitting to underwriting, we received another phone call. This one stated that they had a blanket policy of not processing loans, until seven years had passed from a short sale. They stated that they someone should have picked this up at the start of my Loan process but they were sorry. I then had to suspend my training on the east coast and had to fly home to see what could be done to salvage the purchase of this home. I was shocked and dumbfounded by the level of incompetence at nearly every turn in dealing with this company. I will never do business with t

Desired Settlement: I would like Suntrust Bank to make an exception and process this loan. They were notified well in advance of the short sale and should have notified us at that time to pursue other means of obtaining a loan. Instead, almost one month into escrow, and 10000 dollars of earnest money in place, we were told "sorry, there is nothing we can do for you, we are sorry to have made this mistake." This doesn't even address the earlier phone call when they told us 3 weeks into escrow that they did not process this loan in the state of California. Again they were sorry for their mistake. Luckily after numerous phone calls, they granted an exception to that. I cannot understand how such a large financial institution can show such incompetence in the most basic of matters. And I really cannot understand why I'm at risk of losing the house we want or losing our earnest money for some thing that they readily admit was their mistakes(s)

Business Response: Dear Ms. *****:
We received your correspondence regarding the above referenced case. Because you did not include a signed authorization form from the client, we are unable to provide you
a copy of our response to the client dated August 16, 2016. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office. Thank you for contacting SunTrust.

8/17/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: SunTrust has shortened its billing cycle from >30 days to < 3 days making it impossible to pay by due date. I received invoice on Friday 7-29-16 and due Monday 8-1-16. This practice will affect all sun trust customers' credit by tagging them as slow pay or in many cases as late due to the impossible due date. The SunTrust rep tried to give me the mumbo jumbo of paying by the 15th but that is not how I, the customer, do business. I have mortgages with 4 other mortgage companies who all have more professional business practices....thank you

Desired Settlement: Return to their previous billing cycle of at least 30 days .

Business Response: Dear Mr. ****:
We have received and reviewed the correspondence that was forwarded to our office from the Better Business Bureau (BBB) regarding the above referenced loan. We appreciate the opportunity to look into the issue raised and to provide a response to you. Please be assured that we do not encourage our clients to remit payments after the due date and we sincerely regret any inconvenience that a change in our billing cycles has created. In prior months, statements were produced throughout the month and based on certain activity or timing, a customer may have received multiple statements during a month. Based on the feedback we received over time, we have changed our scheduled monthly cycle to earlier in the month. Please accept our apology for any inconvenience you experienced during our statement cycle transition. SunTrust Mortgage, Inc. is committed to providing you excellent service and we appreciate and value any comments or feedback. If you have any concerns associated with the servicing of your mortgage loan, contact our Client Services Department at 800.634.7928, Monday through Friday from 8 a.m. to 8 p.m., or Saturday from 9 a.m. to 3 p.m., ET. You may also access mortgage account information including statement information anytime through our Customer Care Net site at https://suntrustmortgage.customercarenet.com/ccn/stm/mymortgage.html#HOME. As a service to our clients, SunTrust Mortgage offers *******, which is our automatic payment service. ******* provides a convenient payment option that allows you to choose a day between the first and the fifteenth of the month for us to draft your banking account. There are no fees involved with this service. If you would like to enroll in this service, please visit our website or you may complete the ******* authorization form included with your monthly billing statement and mail it to us. If you have any concerns regarding this letter, contact our Mortgage Escalations Resolution Team at ************. We are available Monday through Friday from 8 a.m. to 6 p.m. ET.
Sincerely

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

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************
Regards,
***** ****



8/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Suntrust is not processing my paperwork properly. They have had my paperwork for 3 weeks and it has not been reviewed. I want somebody in charge to really help me. I have an offer for my home and SUNTRUST IS BULLCRAPPING and NOT HELPING

Desired Settlement: I need somebody high enough on the pay scale to help me and provide solutions

Business Response:

Dear Ms. ********:

We have received and reviewed the Qualified Written Request received on July 27, 2016 as well as the correspondences that were forwarded to our office from the Better Business Bureau (BBB) and the Consumer Financial Protection Bureau (CFPB) regarding the above referenced loan. We appreciate the opportunity to look into the issue raised and to provide a response to you. Our records indicate that you applied for a deed-in-lieu and then a short sale in which the buyer canceled. Please note that a completed loss mitigation application is required each time you apply for loss mitigation assistance. We are required to complete the loss mitigation evaluation based on the investor's guidelines and must have a complete and current application in order to conduct the review. We regret the delay and any inconvenience you may have experienced during the loss mitigation process. The loan was activated in our Loss Mitigation Department for review of a deed-in-lieu in March 2016. On April 8, 2016, we received a letter stating that you wanted to do a short safe. You were advised on that same day that a new package was needed for short sale review. The file was complete on April 19, 2016. A conditional short sale approval letter was mailed to you on May 16, 2016. On May 23, 2016, the Home Preservation Client Representative informed your authorized third party that ****** *** countered the short sale offer of $68,000 to $87,000. However, the buyers were only willing to increase the offer to $73,000. ****** *** worked directly with your authorized third party negotiating the short sale offer. We understand that the buyer withdrew the offer. · On June 22, 2016, ****** *** requested a new package to submit the new offer of $75,000 for a new potential buyer. We received your letter waiving the appeal process for the prior review and are reviewing the new package acknowledged on July 22, 2016. Upon completion of the review, you will be notified of the outcome. Ms. ********, if you have any questions regarding the loss mitigation process, you may contact *** ******* ******* Home Preservation Client Representative, at ************ ext. *****.

Our standard business hours are 8a.m. to 10 p.m., Monday through Friday and 9 a.m. to 3 p.m., ET, Saturday. If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ************* Monday through Friday from 8 a.m. to 6 p.m. ET.

Consumer Response: Better Business Bureau:

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

I am faxing to ************ the three fax confirmation sheets to prove that suntrust is lying in their response. They told my real estate agent that a new application had to be done and I faxed my new application along with a letter on the fax coversheet denying the appeal process for the first offer that ****** *** rejected, not the buyer.It was only after me and my agent called suntrust repeatedly 3-4 a week that suntrust finally escalated my file and it got looked at on july 22. my file went untouched and not worked by suntrust for four weeks, why because they are trying to force me to forclose

Regards,

******* ********

8/4/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company in question has submitted a 30 day late payment to the credit bureau for a transaction error on their behalf. In early April I requested the a mortgage broker pulled my credit report for potential home purchase, where he informed me that I had made late payment in the previous month to my current lender. My wife then called Suntrust to check on the issue and was informed that they attempted to pull a larger amount than was placed in the checking account we use to pay the mortgage only. We allowed Suntrust to draft a payment which was larger than the monthly amount due on the previous arrangement, in order to round the payment and add to principal. Earlier this year the escrow amount on our account increased and in response to that, we asked that Suntrust only pull that new amount and not include any additional payment as we used to supply. In the month of March we placed enough money in the checking account held by Suntrust to cover that payment, but they still drafted the new payment along with the extra $3.xx as previous arrangement allowed, causing an overdraft. We were not notified of this issue and luckily we caught the error before our April payment was due. This issue was completely fixed by Suntrust, they admitted fault, but still didn't correct the credit bureau reporting. In speaking with various representatives over early July through 7/18/16 they have reported to update my case notes, call history, had a manager escalate the issue... but none of this actually happened. In speaking with Bianca (client services supervisor), the manager did not pull the initial call stating fault as they said they would, reported that this decision was final regardless of them fixing the transaction history, and would not further assist me. We are now suffering a near 40 point FICO score loss due to lack of understanding, record keeping, and investigation.

Desired Settlement: Send correct to credit bureau to remove late payment report for March 2016 as requested several times.

Business Response:

Dear *** *** **** ******
We have received and reviewed the correspondence that was forwarded to our office from the Better Business Bureau (BBB) 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 you enrolled in our automatic drafting program. *******, in October 2014 to include a $12.03 additional principal payment. As of the date of this letter, the additional principal payment has not been cancelled. As stated in the enclosed confirmation letter dated October 10, 2014, change request must be made in writing or you may make changes to your automatic draft by accessing suntrust.com/mortgage. All change requests must be received 15 days prior to the requested change date. We do not have record of receiving a change request or telephone inquiry from you regarding a change in your automatic draft.

Based on the loan history, the March 2016 monthly mortgage payment was received and applied on April 15. 2016. We have reviewed your concerns regarding the negative information on your credit report and determined that our reporting has been accurate. We are unable to remove the 30 day reporting on April 5, 2016. As information on the loan, you have a FHA loan. The current owner/investor of your loan is SunTrust Mortgage. The contact information is: *** ****** ******** ********* ** ****** ***** *************

As of the date of this letter, your account is due for the August 1, 2016 monthly mortgage payment. The current unpaid principal balance is $107,002.43, the current escrow balance is $1,167.11 and there are no funds in the unapplied *suspense* funds account at this time.

*** *** **** ****** if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ************, Monday through Friday from 8 a.m. to 6 p.m. ET.

Consumer Response: Better Business Bureau:

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

I've reviewed the issue further with my wife and she was able to clarify for me that she did not submit written communication to remove the extra principal amount added to the draft, because it seemed it was removed automatically. When receiving the letter which stated our new payment after the ESCROW reevaluation, it said our new payment was X, which is what we deposited for draft. That amount was the new payment without the extra principal amount, which we further verified would be correct by looking at our account online. It was our understanding that this changed the terms of our payment and the additional $12 would no longer be included. If you were to pull the call when my wife discussed this matter with one of your customer service reps, you would hear that they confirmed "sometimes the web site is wrong" and admitted fault for the miscommunication. I believe the call occurred on April 14th, 2016. This is an entirely unacceptable response when the results are a negative submission to the credit bureau. If we don't have all the information necessary to make those changes, how can you expect us to follow that? If you say the new payment is one thing in a formal letter, and then draft a different amount, that seems like complete miscommunication. 


I'm not asking for a concession, adjustment, or anything of actual value to Suntrust, but rather just a simple correction on my credit report. This is a small thing to Suntrust but completely wrecks my purchasing power, hopefully the importance here conveys.

Regards,

******* *****

8/4/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Back in June we realized that our mortgage payment had not be taken out. We called SunTrust Mortgage to inquire as to why, as well as signed into their online portal to view our loan activity. Per our loan activity it showed that two payments were made for May. One on April 29, 2016 for a payment totally $1688.69 and another payment for our usual $1332.52 on May 2nd. Due to this double payment they said we were paid up until July 1st and did not owe a payment. We inquired about this mysterious $1688.69 since it did not come out of my bank account or my boyfriends. After talking to multiple customer service clients, a supervisor, and a manager we were told that a check was cut, from a 3rd party loan servicing company we never heard of, referencing our old loan number, because they had bought our previous loan, and that they this is where the money came from. When I inquired as to why it went against our account it is because they said that they are required to do that with all checks that come in. We asked for a account research and they told us they would get back with us within 5 business days. We then made a subsequent payment in June in case they came back and found that $1688.69 was applied incorrectly, thus bringing our next payment date to August 1st 2016. After a week and a half we called back, since we received no communication from them, to inquire about the research. The representative said a letter went out on June 6th, but did not know the contents and that there were too many notes on our account to go through but assured the $1688.69 was correctly applied. At this point I hung up in frustration and assumed all was correct. Fast forward to 7/18/2016 and I received 2 letters from Suntrust Mortgage about a missed July payment. After signing on to check the loan activity we see on 7/6/2016 that a payment of $1688.69 was made to our escrow account and subsequently on 7/11/2016 the last 2 payments and the 1688.69 was "corrected" and taken out of our account.

Desired Settlement: Continued complaint: Then on 7/13/2016 it showed the two normal payments of $1332.52 were applied to our account, thus making us short of our July payment. Now we received no communication about these corrections, written, emailed, or called. We only found out because we received two delinquent payment notifications from SunTrust, that quite frankly scared us and on-top of this all we have automatic drafts for payments each month. Now we called and after 2 hours of being on the phone we made a payment for July and was assured we would not be charge interest. Desired Outcome: Lastly I would like an acknowledgement from SunTrust stating that they incorrectly applied a check from our previous mortgage company to our account that was meant to go into escrow and apologize for having us have to battle for this correction and once we were defeated to apologize for making corrections to our account without notifying us, especially because it made us miss the deadline for our July payment.

Business Response: Dear ** ****
We have received your correspondence regarding the above referenced case. However, you did not included a signed authorization form from ** *****. Therefore, we are unable to provide you with a copy of our response to ** **** dated July 26, 2016. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
** *****, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ***********, Monday through Friday from 8am to 6pm ET.
Sincerely
 **** *****

7/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I applied for a Physician Loan with Suntrust Mortgage in April, 2016 and was pre-approved, so I entered into sales contract for a home in Baltimore. During this application process, I sold my home (a home that gifted to me by my grandmother), and had enough funds to put 20% down. My closing was scheduled for May 27, 2016. This loan process was miserable; they never returned my phone calls or communicated with me. I had to call another loan officer to contact my loan officer just to get a call back! Then, a day prior to my closing on 5/27, I was told that my loan will not be funded because I lacked $17,000 in reserves after putting 20% down + closing costs because I was not in contract to start my job as a physician with ***** ******* Hospital until July 1. I was then told 2 days later from my loan officer that if I moved closing closer to my start date and resubmitted with a "new loan number" the underwriter GUARANTEES to fund my loan! They stated that they wanted my credit score to be higher (712 on the original application; now 795 on the second application) and for my debts to be off of my credit report (paid off my car with proceeds from my home sale). And with their word, I did what they asked. I resubmitted an application and negotiated a new settlement date with the sellers for June 30, 2016. I started orientation at ***** ******* on June 15 although my contract starts July 1, and hence have been living out of a suitcase on my friends couch for 2 weeks. Then, like before, Suntrust completely stopped communicating with me. I was fed up and decided to email the CEO Ms. Dorinda S**** with my concerns. Only then did someone call me. My loan officer told me that the underwriter who formerly agreed to fund my loan was no longer with Suntrust and the new underwriter will not fund my loan because I claimed too much on my taxes even though Physician Loans are based off your income as a Doctor and NOT on my previous income as a nurse! They have wasted 6 wks of my time!

Desired Settlement: I had another lender who reviewed my file after the initial denial in May and agreed to fund my loan, but when Suntrust contacted me again, I continued with them because I had already paid $500 up-front for the appraisal. And with the new application, I did not have to repay for the appraisal because the original one was still good. For this reason alone, I resubmitted an application with them. Now, 3 weeks later, I am in the same boat, but IN ADDITION, the sellers are angry with me and want to put the house back on the market. I have lost their trust and potentially my dream home. Suntrust promised to fund my loan by June 30, 2016, and they need to live up to their promise! I have worked hard all of my life and have NEVER made a late payment or defaulted on any account / loan; just check my credit report! Not even a single collection. I have an 803 credit score and the funds to not only put 20% down but to continue with the mortgage and escrow payments. Suntrust promised me a loan!

Business Response:

Dear Ms. *****:
 We have received and reviewed the correspondence that was forwarded to our office from the Better Business Bureau (BBB) regarding the above referenced accounts. We appreciate the opportunity to look into the issue raised and to provide a response to you.
On April 11, 2016, you were pre-qualified for a loan application ********** for a SunTrust Mortgage, Inc. (SunTrust) Doctor Loan Program. The pre-qualification notification is based on non-verified information and does not constitute an official commitment on behalf of SunTrust Mortgage, 1nc. The loan approval was subject to but not necessarily limited to verification of all income. asset and liability information provided by you, a property appraisal acceptable to SunTrust Mortgage, Inc., (SunTrust) and incompliance with SunTrust's loan program guidelines and all required closing conditions such as a survey and/or title examination. The loan was denied on May 26, 2016 because the credit application was incomplete.
On June 10, 2016, you completed a second loan application (**********). We were able to use the appraisal from the previous loan (**********); thus a new appraisal was not required. A request was made for your tax returns, which we received. Our review of the tax returns reflects the unreimbursed business expenses (UBE's) counted against your income and made the debHo income (DTI) ratio in excess of the 43% allowed on this product (Doctor Loan Program).
 On June 29. 2016, Keyana M******* Mortgage Resolution Specialist spoke with you and advised that the second loan application has been submitted for loan denial due to excessive DTI ratios. Our understanding is that your loan officer also spoke with you and informed the UBE's also contributed to this high DTI amount. On July 8, 2016, we refunded your **** ***** ending in **** the $****, which represented the fees you paid associated with the loan application.
Thank you for bringing to our attention the problems you experienced with your mortgage loan applications and we apologize for any inconvenience this matter has caused. If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at *********, Monday through Friday from 8 a.m. to 6 p.m., ET.

Consumer Response: Better Business Bureau:

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

To whom it may concern: Thank you for taking the time to respond - which is ironic because I had to send an official complaint to the BBB for anyone to talk with me from your company. I must say that my experience with SunTrust Mortgage has been one of the worst experiences with a mortgage company, or any company for that matter, and I have purchased several personal and business properties in the past. Thank goodness my realtor advised me to apply with a second lender the second time y'all looked over my application. With that said, I have closed on the property and am thankful that it was not with you as my lender. Your pre-approval and overall application process needs serious revision. A physician loan should take into account my contract income as a physician as stated by both the loan officer and loan processor, so whatever rationale you want to verbalize as the reason my DTI ratio was excessive is fabrication of whatever numbers y'all decided to use, which to this day has not been disclosed to me, despite me asking Keyana twice for the exact figures used to calculate my DTI Ratio. If my ratio was so excessive, how on earth was I able to obtain both pre-approval and final approval from another lender in less time than it took to deal with y'all? Someone with a 795 credit score, who has never made a late payment in my life! And because I choose to do my own taxes and write off everything that I am legally and entitled to, I no longer qualify for a loan? You guys are ridiculous. The number of false promises by your company is outrageous, and I made sure your CEO Dorinda S**** knew of my disappointment with your company. Regardless, I have my home, and that is all that matters. I will never utilize your company for any of my financial services. 

Regards,

*** ***** *****



7/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After finding a property to purchase, I contacted SunTrust Mortgage to obtain a loan. I provided all requested information for the loan process. The loan officer did not monitor my file for the closing date or the appraisal of the property. Because SunTrust had neglected the file, I had to ask for an extension from the seller of the property. The seller granted an extension with a close date of June 30th. Again, the loan officer did not monitor the appraisal process and agreement to pay the appraiser was not sent to the appraisers office prior to the appraisal date. Because of this, the appraisal has been rescheduled to June 23rd. The seller of the property will not grant another extension in order to accommodate the new appraisal date due to negligence on the part of SunTrust. I have lost my earnest money, termite inspection fee, home inspection fee and have paid SunTrust for an appraisal that will be performed, but not in time to close on June 30th. I would not recommend SunTrust to anyone for a mortgage loan!

Business Response: Dear Ms. *******:
We have received and reviewed the correspondence that was forwarded to our office from the Better Business Bureau (BBB) regarding the above referenced loan application. We appreciate the opportunity to look into the issue raised and to provide a response to you. We sincerely regret the problems you encountered during the processing of your loan application submitted on May 25, 2016 including the delay in the completion of the appraisal. As a goodwill gesture, the appraisal fee of $500.00 was refunded to your credit card on July 7, 2016. The appraisal was ordered; however, we were unable to close the loan by June 30, 2016. You withdrew the loan application on June 28, 2016 since the seller would not grant a contract extension. Instead you are applying for financing with the seller's preferred lender, *** ********l. The FHA case number has been transferred to the new lender. A copy of the appraisal report was sent to you and *** *********. We are glad that *** ********* was able to utilize the appraisal. Ms. *******, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ************, Monday through Friday from 8 a.m. to 6 p.m. ET.

7/25/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My mortgage loan was sold to SunTrust mortgage. I received a notice from SunTrust Mortgage that initially, the loan number would remain the same as my previous mortgage holder. In April 2016, I received a note from SunTrust that a new loan number was assigned to my mortgage. I changed the loan number in my automatic payments schedule on my bank's website, and through a snafu, the May payment was not sent. I received a bill from SunTrust to make the May payment and the upcoming June payment in the amount of $2552.76. I paid that amount on May 26, 2016. Today, I received a notice that my June payment had not been received, even though the total amount of $2552.76 was withdrawn by Suntrust that included the June payment. I called and have been on the phone now for 50 minutes, trying to have this resolved. I was just informed that the June payment was applied to my principle and the July payment that they received 2 days ago, on June 27th, was also applied to my principle. Two individuals indicated that they had entered "Notes" to reverse the misapplied payments and apply them properly. How can a company send out a bill for a given amount, and when they receive payment, apply it incorrectly? So, the last two payments have not been applied to my mortgage payments. This is my mortgage and this is quite serious, as i have superb credit and would like to remain so.

Desired Settlement: I would like to know how the errors occurred and what measures they are putting in place to prevent this from occurring again. If they are not applying my mortgage payments to my mortgage, what is happening with them? This is definitely a human error. I also want my credit to be re-instated if it has been impacted.

Business Response: Dear Dr. *****:

We have received and reviewed your concerns as well as the correspondences that were forwarded to our office from the ******** ********* ********** ****** ****** and the Better Business Bureau
(BBB) . regarding the above referenced loan. We appreciate the opportunity to look into the issue raised and to provide a response to you. As you indicated, your loan was acquired by SunTrust Mortgage, Inc. (SunTrust) from Loan Depot on March 16, 2016. Enclosed is a copy of the March 17, 2016 Service Transfer Notice and the March 29, 2016 notice to you advising of the correct SunTrust loan number.
We understand your concerns regarding the application of your June and July 2016 monthly mortgage payments. We sincerely apologize for the manner in which your account was handled and for any confusion and that may have been caused by the transactions that occurred on your account.
On May 26, 2016, we received the funds for your June and July 2016 payments and the June payment was inadvertently applied as a principal curtailment. Subsequently, the funds received on June 27, 2016 were applied as the June 2016 monthly payment and principal. The funds were reversed and reapplied on June 29, 2016 to the June and July 2016 payments. The correct payment amounts were received and the additional $44.93 was applied to the escrow account. The payments were corrected with no negative credit reporting. The next payment due on the loan is the August 1, 2016 monthly payment in the amount of $1,308.18. Dr. *****. a copy of the loan history is enclosed for your review. Again we regret this oversight and any impact to you. The situation you described has been forwarded to management for review. If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ************* Monday through Friday from 8 a.m. to 6 p.m. ET.

7/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have an escrow account issue that I have written to this company about. I have called them and thought I had the problem resolved, yet I keep getting mortgage statements way in excess of my regular mortgage payments (and the balance goes up every month). I need to be able to sit down with a person, face to face. to #1 determine what is going on with my account and #2 return my account to the pre-escrow amount. I have requested a face to face meeting in writing with a SunTrust representative and have thus far received no answer. I want to resolve this problem without having to resort to legal means.

Desired Settlement: I want to return my monthly mortgage payment to the pre-escrow amount.

Business Response: Dear ** *****:
We have received and reviewed the correspondence that was forwarded to our office from the Better Business Bureau (BBB) regarding the above referenced loan. We appreciate the opportunity to look into the issues raised and to provide a response to you.
We reviewed your concerns previously and responded to you in the enclosed letter dated November 4, 2015. In our letter, an explanation was provided regarding the escrow account as it relates to the insurance and taxes. As noted the escrow account was established on your loan due to delinquent taxes were paid by SunTrust Mortgage, Inc.  (SunTrust) On your behalf.
Our records indicate that on June 22, 2015, the escrow account was established and delinquent taxes in the amount of $538.71 were disbursed fro the escrow account. We learned that the 2014 taxes were delinquent in March 2015 in the amount of $3,204.48. ON May 8, 2015, we verified that the taxes were partially paid and the unpaid balance was $1,029.31. On June 22, 2015, the tax delinquency was $538.71 and according to ******* **** there were no payment arrangement on the parcel at that time. To avoid attorney fees, the escrow account was established and the taxes were paid by SunTrust. The enclosed letters were sent to you dated March 27, 2015, May 8, 2015, and June 23, 2015 each time we reviewed the taxes.
When an account is non-escrowed, it is the responsibility of the borrower to maintain timely payments of the property taxes and homeowner’s insurance. If the borrower fails to pay those amounts when due, an escrow account is established and will remain for the life of the loan as indicated on our June 23, 2015 letter.
An escrow analysis was performed on August 5, 2015 to include the property tax collection. The monthly payment increased to $1,136.43 effective with the October 1, 2015 payment. A shortage of $3,476.12 was determined. The annual escrow analyst was completed on February 18, 3026 and the monthly payment changed to $991.29. The shortage amount determined was $1,735.92. Since you have paid towards the escrow shortage, the monthly payment was adjusted to $846.75 effective May 1, 2016.
The loan is currently due for the February 2016 through June 2016 payments. Including the fees that have been assessed to the account, the amount to bring that loan current is $4,914.57 as of the date of this letter. Below is a breakdown of the total amount due:
3 payments- $2,973.87 (February, March and April 2016 each $991.29)
2 payments- $1,693.50 (May and June 2016 each $846.75)
Late Fees- $207.20
Returned Check Fees- $30.00
Loan Documents- $10.00
Total- $4,914.57
As of the date of this letter the loan is not in foreclosure, but it the delinquency remains foreclosure may be imminent.
** *****, I left a message for you on June 17, 2016 requesting a return call. If you would like to discuss this matter further, you may contact me directly at **********, Monday through Friday from 7am- 4pm. If you prefer, you may visit a lo9cal SunTrust Bank branch and request a conference call with me, you and a branch representative.
If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at *** *** **** Monday through Friday from 8am to 6pm.
Sincerely,
Kewanna C*****

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,

***** ******
Thank you for your letter dated 6-27-16. I wish SunTrust has been on communicative. Had they been, all the problems I’m having now could have been avoided.
I don’t know if my case can be re-opened or amended. I hope it can because SunTrust’s position has not changed.
It is my contention that I was not advised of any impending forced escrow that has resulted in SunTrust Mortgage Inc. refusing to accept any payments until our dispute is settled. I presume this is to acquire leverage in any attempt to foreclose on my mortgage.
I am enclosing a timeline of events that I have experienced and acted upon. As you can tell from my conversations with a *** ***** **** * (and the follow-up letter dated April 13, 2016) I still had the believe that I could resolve by forced escrow situation and return my mortgage payments to what they were previously, before SunTrust unilaterally and without notification took over the payments of my property taxes.
I am also enclosing a letter I mailed today (return receipt requested) to Kewanna C**** proposing two solutions to resolving our differences, the third option being my retaining council to aid me.
You have been an invaluable asset in at least generating a response from SunTrust Mortgage. And for that I thank you.
Please add this correspondence to my file. If that is impossible I’d like to start another file that can be added to by original case.

7/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Multiple attempts have been made to contact my loan representative to which the person has either been out of the office or on the phone with another customer. With sad admittance my husband and I got behind due to our son having several surgeries and has only now just turned 2. For the past several months I have made leaps and bounds to repay our deficit which would have been caught up this month if our money had not been sent back. The answers? It did not equal the total amount of the deficit as a whole or it was not the total monthly amount in exact change. Mind you I was not offered this option each time I went in to the bank to make cash payments over the amount of our monthly mortgage in attempts to catch up. We have had over $3000 sent back to us from your company because of this issue. Now my home is in jeopardy of being taken away from a family who is making leaps and bounds to pay their bills...not run away from them. I finally send an email to said loan representative and get told SunTrust cannot reply to emails but only communicate through phone. But ironically in order to be placed on a payment plan the options are to fax in my personal information or EMAIL it? Seems a little off to be offered a one way communication for information along with a bank to refuse money being paid in return for a loan. Not only has my blood pressure been made worse, my anxiety level and fears of not providing for my family has hit a new high. I'm a paramedic that works on a 2 week rotation of 103 hours, 113 hours and 120 hours. And none of that is with additional shifts or overtime. I'm at a complete loss of how to provide for my family with food, clothing, transportation and medical expenses when we continuously have money tied up in a hamster wheel with our loaning bank. Does any of this sound right to you? Ive asked for voice recording for record, Asked for multiple notes to be placed in the system and made payment overages to get caught up. Any other suggestions

Desired Settlement: For the loan to be caught up without additional hoops to jump through ie the money being sent back to us and for our loan to be bought out by another bank in order to not have to be any longer associated with SunTrust.

Business Response: Dear ** ****
We have received your correspondence regarding the above referenced case. However, you did not included a signed authorization form from ** *****. Therefore, we are unable to provide you with a copy of our response to ** **** dated June 28,2016. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
** *****, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ***********, Monday through Friday from 8am to 6pm ET.
Sincerely

7/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 26, 2016, I called SunTrust bank about a home loan on a home I currently own in Georgia. I spoke with Sarah H***. She explained she would have to run my credit and sent me the paperwork for consent. I signed the paperwork, in a timely manner, and sent it to her for processing. Mrs. **** called me and stated that I would need a co-signer in order to proceed. I had no problem getting a co-signer for the loan. When the process for the co-signer was complete, she called me and said everything looked great. Her assistant said she needed a credit card, so she could order an appraisal and get our tax transcripts. She said the loan was approved and the cost of this service was $575.00. The assistant said they were going to turn the loan over to Giselle B******* the loan processor. Mrs. B****** emailed me and said she needed the same documentation from me that I had previously sent Sarah H***. I sent her the same paperwork again for processing. Mrs. B****** said I would have to buy flood insurance. I bought the flood insurance, which cost me $1300.00 out of pocket. She then emailed me several times saying she needed the same documentation. I sent this same documentation so many times, I lost count. I was told that SunTrust would close the loan on March 15th 2016, April 15th 2016, April 22nd 2016, and April 25th 2016.Giselle Blacker called me on 4/29/2016 stating she needed tax paperwork from a friend I had signed for on a car loan. Unfortunately, the paperwork did not exist because the car was bought after the year they were requesting. I explained this to her, she then stated if I did not produce the paperwork that did not exist, the loan would be terminated. Unfortunately, the loan process has not been performed well and is completely inadequate. They were very unprofessional, as I sent the same paperwork several times, to the same people. It seemed that they were losing important documents with my personal information on them. I was promised four close dates only to be disappointed, because I could not produce paperwork that was obviously not there. I am disappointed because I spent $1875 that I didn’t have, gave them all the paperwork they needed several times, and was told that the loan was approved, only for them to call me and tell me that the loan would be terminated if I didn’t produce paperwork that did not exist.

Desired Settlement: To resolve the problem, I would appreciate your either SunTrust closing the loan as promised, or they reimburse me for the money that I spent on a loan that never closed. Enclosed are copies of my records.

Business Response: We have received and reviewed the letters that was forwarded to our office from the Better Business Bureau and the Consumer Financial Protection Bureau (CFPB) regarding the above referenced account. We appreciate the opportunity to look into the issue raised and to provide a response to you. Our records indicate that you submitted a loan application on January 25, 2016 to refinance the above property address. Some of the processing delays were due to additional documentation required by the Underwriting Department before a final decision could be made on the file. Some of the documentation required was regarding the subject property and rental agreements, income information and the profit and loss statements for your business A&E Construction, two years of personal and business tax returns, and proof who made the payments for the tw'o car loans that reflected on the credit report. During the application process we also requested you to provide current documents as some of the documents reflecting the required information had expired. Since flood insurance was a requirement on the property, you were asked to provide proof of insurance. On May 19, 2016, the loan application was denied and you were sent the enclosed Statement of Credit Denial, Termination or Change letter stating we were unable to assist you with a credit application because it was incomplete. On June 22, 2016, Lynne ***** a Loan Officer contacted you and discussed the previous loan application. At that time, Ms. ***** asked if you were interested in applying for a new loan application and you declined our offer. Mr. ********, we regret any inconvenience you may have experience during the refinance process. As a goodwill gesture, we are reimbursing you the appraisal fee in the amount of $450.00. Enclosed is SunTrust Mortgage, Inc. check (490469) representing the refund. Pam **** a Mortgage Escalations Resolution Specialist also spoke with your insurance agent and advised that they are willing to reimburse you the full premium amount of $1,354.00 once they receive a letter from SunTrust Mortgage, Inc. stating the loan application was declined. The letter was fax to your agent on June 22, 2016. Please be advised that after the agent receives our letter they will be in contact with you to sign a cancellation notification before the insurance refund check will be issued. If you have any questions, please contact Ms. **** at ************* If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ************* Monday through Friday from 8 a.m. to 6 p.m .. ET. Sincerely,

6/30/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: SunTrust's Mint integration is broken. They responded that they intend to just leave it broken. They do not intend to fix it or even remove it from Mint. As far as I know, every one of their competitors offers Mint integration. Not fixing this issue is unacceptable. It leaves their service in a disabled state.

Desired Settlement: Fix the broken SunTrust Mint integration.

Business Response: Dear ** ****
We have received your correspondence regarding the above referenced case. However, you did not included a signed authorization form from ** *****. Therefore, we are unable to provide you with a copy of our response to ** **** dated June 22. 2016. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
** *****, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ***********, Monday through Friday from 8am to 6pm ET.
Sincerely
 **** *****

6/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My mortgage has been transferred from Suntrust Mortgage to ******* as of April 1. On March 25-th, I paid my April 1-st invoice to Suntrust in an amount of $2200. However, Suntrust never transferred that money to ******* making me liable for that payment again. I have a copy of a cashed by Suntrust Mortgage check. I have opened numerous investigations with Suntrust and ******* but am being ignored. Contact person at Suntrust who I worked with to resolve this matter was Monique Edmonds who is a supervisor. Her e-mail is monique.edmonds@suntrust.com. Suntrust Account# - 0215853292 ******* Account# - 30116869 I'm asking for your help resolving this matter. Please speak to my husband, Khalid Ayyubov if you contact us. Sincerely, **** **********

Desired Settlement: I need Suntrust to find my payment, apply it to account and forward money to ******* to bring my ******* account up to date.

Business Response:

Dear *** **********
We have received and reviewed the email received from ****** ******** ***** *** .. and the letters that was forwarded to our office from the Consumer Financial Protection Bureau (CFPB) and the Better Business Bureau regarding the ·above referenced loan. We appreciate the opportunity to look into the issue raised and to provide a response. Our records reflect that on April 1, 2016, your account was service transferred to ******** **** along with all loan documents. At that point, your loan was due for the February, March, and April 2016 payments. On June 9, 2016, we sent your new servicer SunTrust Mortgage, Inc. check ****** in the amount of ********* by ******* *******, which they received on June 10, 2016. Any questions or concerns regarding the servicing of your loan should be directed to *******, Inc. at ************ or the current servicer of your loan. At SunTrust Mortgage, Inc. we work hard to provide exceptional service to every client and regret any instance when we fall short of this goal. We regret that your concerns were not properly taken care of when you first made contact with our call center and for any inconvenience this matter may have caused. If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ************, Monday through Friday from 8 a.m. to 6 p.m., ET.

Sincerely,

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

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,
**** **********



6/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged an overdraft fee for going 4.92 overdrawn. The way I was explained it before and read in the overdraft acceptance was 5.00 or less no fee. I was now told 5.00 for total transaction and not the overdrawn amount. The wording need to be fixed and this is not received. I was told they would do a one time adjustment but by this time they had charged two fees and refused anything with the second fee. They also said I would not have received the fee if I was not enrolled in overdraft protection. That does not sound good

Desired Settlement: I would like the fee reversed and not to have to get a fee for 4.92 over drawn when even on the phone it sounded that 5.00 and under no fee. This all happened due to a tip at a restaurant

Business Response: SunTrust has responded to our client but cannot share the response 
with the BBB as no signed third party authorization was received . 

Please close this case on your records. 

Consumer Response: Better Business Bureau:

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

I was contacted after everything got worse and he was not friendly and suntrust will never be a bank I choose again. Aweful custome service 

Regards,

****** *****



6/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I requested that Suntrust Mortgage remove my PMI. They instructed me to pay for an appraisal, which I did. The appraisal was submitted with a range of values for my house: 295,000$-325,000$. Suntrust Mortgage chose the lowest value in that range and misrepresented that value labeling it as the "90-120 day" value even though I spoke with the appraiser who confirmed the 90-120 value he submitted was ***********$. I believe it is wrong, and perhaps a violation of the Homeowner's Protection Act, to allow a bank, whose interest is in collecting PMI for as long as possible, to select a value when given a range that benefits them and may not actually represent the true value of a home.

Desired Settlement: I would like Suntrust Mortgage to utilize a median figure when given a range of values for an appraisal to determine a principal payment required to remove PMI.

Business Response:

Re: Loan Number: **********

Property Address: ** ****** ******** **** ************* ** ***** 

Case Numbers: ******* and ******* 

CFPB Case Number: ************* 

BBB Case#: ******** 

Dear Mr. *******: 

This letter is regarding the correspondence that was forwarded to our office from the Better Business Bureau (BBB), and the Consumer Financial Protection Bureau (CFPB) regarding the above referenced loan. We appreciate the opportunity to look into the issue and to provide a response to you. Our records reflect that in March 2016, you submitted a request to remove the Private Mortgage Insurance (PMI). Our review of your file reflected that you were not eligible for the PMI deletion. On April 13, 2016, we provided you a list of the PMI Waiver Requirements. In addition, you were informed that you could reduce your principal balance by submitting a check in the amount of $34,202.16 to equal a loan-to-value (LTV) ratio of 80%. However, if improvements have been made on the home that significantly increased the value we could order a Brokers Price Option (BPO) to determine the new value. The cost of the BPO was $105.00.

However, since your account closed in November 2013 and your loan was less than five years old, the L1V must be below 75% . Enclosed is a copy of the PMI letters sent to you on April 13, 2016. On April 7, 2016, we received a personal check (1167) dated April 19, 2016 in the amount of $105.00 and the BPO was ordered. On May 4, 2016, we received the BPO and the property value was ***********, which resulted in the LTV of 93.4%, which was higher than the 75% threshold for the PMI Deletion. Thus, your PMI deletion request was denied. Please be advised the property value used in our evaluation is the "As Is Pricen on page 5 of 6 of the enclosed BPO . Because your account does not meet the requirements to delete PMI, we respectfully deny your request to have it removed. If you have any questions regarding the servicing of your account, please contact Client Services Department at 800.634.7928 Monday through Friday from 8 a.m. to 8 p.m. or Saturday from 9 a.m. to 3 p.m., ET. If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from 8 a.m. to 6 p.m., ET. 

Sincerely, 

Wanda H***** 

Officer 

Mortgage Escalations Resolution Team 

Consumer Response: Better Business Bureau:

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

First, Suntrust continues to determine that my LTV ratio needs to be 75% when my PMI disclosure (attached) clearly states that it is removed when a LTV 80% is reached. Furthermore, it states that PMI is automatically removed when LTV reached 78%. These figures correlate to the federal guidelines in the Homeowner's Protection Act. It is still unclear how Suntrust is generating the LTV 75% value required for PMI removal. Secondly, their BPO still conflicts with what the appraiser communicated to me. The appraiser stated that he does not submit a single value, but a range of values. I would like to see (1) Suntrust's policies and procedures for how they determine the value of someone's home from a BPO (2) the original appraisal from the appraiser (not a stripped down version). 
Regards,

******* *******




6/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: June of 2015 I did a modification of my loan with Suntrust. In August 2015, my bill was showing 675.03 in unapplied funds. I called my representative and she told me to only pay $93 for my September payment which I did. Every month thereafter my bill has showed me being a payment behind. I kept calling and was told not to worry that once the system was updated my account would show current. This has been going on for months with me continuously being given the incorrect information. Every month it shows on my credit report that this account is delinquent. Now the representative that worked my account is no longer there and I have had to talk to multiple different agents who all have to review my account and who all tell me they will pass this up to there supervisor who never calls me nor have I received any letters. Today I called to see if there were any updates and was informed that I needed to pay the amount in dispute. No one can tell me what happened to the $675.03 that was unapplied when I made the $93 payment.. I am a single mother and lost my high paying job 2 years ago. Since then I am in a much lower paying job and I am unable to just come up with that amount of money easily. I do not feel that after all this time and after all the hassel and incorrect information I was given I should have to pay it at all. I have spent hours on the phone trying to resolve this issue. What happened to the money? Why has this been so hard to resolve? Why was I told by multiple agents that everything would be fine and that there was no issue when clearly there is. I am told in 1 system my account is current but in another it is past due. Why hasn't this been corrected?

Desired Settlement: I feel that the business owes me a huge apology in writing and that they should take into consideration all the harm and time loss they have caused me. The past due amount is not my responsibility. It was on the account and I paid the amount I was told to pay. My account needs to be brought to current and the adverse reporting removed from my credit.

Business Response: Dear Ms. ******: 

We have received and reviewed the correspondence that was forwarded to our office from the 
Better Business Bureau regarding the above referenced account. We appreciate the opportunity 
to look into the issue raised and to provide a response to you. 

Our records indicate that we received a similar correspondence previously and responded to your 
concerns in the attached letter dated April 27. 2016. In April 2015, your account was approved for 
a conditional Trial Period Plan and you were required to make three payments for the months of 
June, July and August 2015 each in the amount of $768.03. Upon successfully completion of the 
trial plan, we informed you that your mortgage loan would be modified. Please be advised that 
during the trial plan you were responsible for paying the full contractual payment amount due of 
$817.92. Thus, when the trial payment of $768.03 was received the funds were held in the 
unapplied funds account until we had sufficient funds to post as a contractual mortgage payment 
of $817.92. 

The trial payments received in June and July 2015 in the amount of $768.03 each were posted to 
your unapplied funds account. On July 1, 2015, we withdrew $817.92 from your unapplied funds 
account and posted the February 1, 2015 payment leaving an unapplied funds balance of 
$718.14. On August 3, 2015, we received and posted the last trial payment of $768.03 to the 
unapplied funds account. The unapplied funds account balance was $1,486.17. Since we had 
enough funds to post as a mortgage payment we withdrew $817.92 and applied the funds as the 
March 1, 2015 payment leaving an unapplied funds balance of $668.25. After the trial period was 
successfully completed, we approved the account for the enclosed Loan Modification. The Loan 
Modification allowed us to bring the loan current by capitalizing $3, 758.80 to the unpaid principal 
balance. The $3,758.80 consisted of the accrued interest from April through August 2015 of 
$1 ,441 .30, the escrow advance of $2,685.75, corporate advances fees of $300.00 (property 
inspection fees), less the funds in the suspense account of $668.25. The first payment was due 
on September 1, 2015. 

Your letter indicated that the August 2015 Mortgage Account Statement reflected unapplied funds 
in the amount of $675.03. However. in reviewing the enclosed billing statements dated 
August 3 and August 17, 2015, I was unable to find the $675 .03 you mentioned. I was also 
unable to find any notes on your file where you were advised to only send in $93.00 for the 
September 2015 payment. If you could provide me the representative name that told you to send 
in a short payment, the date and the time I will be happy to research this matter further. You can 
contact me at the number above. 


On September 10, 2015, we received and posted $93.00 to y.our suspense account. On 
October 15 and November 5, 2015 we received and posted two payments of $761 .00 each and 
the funds were posted to your suspense account leaving a total suspense balance of $2,283.25. 
(668.25 + 93.00 + 761 .00 + 761 .00 =$2,283 .25) 

On November 6, 2015, we withdrew.$668.25 from the unapplied funds account and posted the 
funds as $300.00 property insp.ection fees and $368.25 to the escrow account. On 
November 12, 2015, we withdrew $1 ,615.00 from the unapplied funds account and posted 
$856.91 as the September 1, 2015 payment and $758. 09 as the October 1, 2015 payment. 

On November 10, 2015, your account was analyzed and a shortage in the amount of $112.68 
was determined. The new payment was $758.09 effective September 2015, which was less than 
the estimated new total monthly payment amount of $760.61 that was reflected in your loan 
modification papers. 

On December 4, 2015, we sent you the enclosed breach letter stating that you were due for two 
payments (November and December 2015). 

The enclosed payment history reflects that since your account was modified you have been one 
month behind on your mortgage payments except in May 2016 you were two payments behind 
(April and May 2016). 

In April and May 2016, one of our supervisors Myra S****** attempted to contact you to discuss 
your concerns but you were not available. On each occasion Ms. S****** left her contact 
information but we have no record of you returning her calls. If you would like speak to 
Ms. S******, please call her at 804.787.9478. 

If you have any questions regarding the servicing of the account, please contact the Client 
Services Department at 800.634. 7928 Monday through Friday from 8 a.m. to 8 p.m. or Saturday 
from 9 a.m. to 3 p.m., ET If you have any questions regarding this letter, you may contact our 
Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from 8 a.m. to 
6 p.m., ·ET 

Sincerely, 

Wanda Hudson 
Officer 
Mortgage Escalations Resolution Team 

6/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Suntrust has been dragging their feet on making a decision concerning a sale of our house. We have an active buyer, but the process has been going on for 5 months with Suntrust continually asking for repeat documentation or new documentation because prior information has expired because they have taken so long to review the information. For 5 months we have been providing documentation, and have not even proceeded to the stage where they review it all. That is just unacceptable.

Desired Settlement: We would like Suntrust to make a decision so we can move forward.

Business Response: Dear Ms. *******: 

We received your correspondence regarding the above referenced case. Because you 
did not include a signed ·authorization form from the client, we are unable to provide you 
a copy of our response to the client dated May 20, 2016. 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, 

Kewanna C**** 
Officer 
Mortgage Escalations Resolution Team 

6/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've been trying to refinance my mom's condo for over 60 days. My mom, **** *********, is a resident of ******** ** ********** with dementia. I have a POA for her in hear matters and they keep delaying the close date.....it is ridiculous and makes it appear they are trying to get more interest out of my mom who has a limited fixed income. They have been charging 6.5% for the past 8 years which should be criminal in my opinion. Please let me know what else you need to lodge a formal complaint against this very poor service to a customer for over 20 years Thank you for your assistance!

Desired Settlement: My mother loses money each month this 6.5% horrible interest rate is charged? I was told the closing would April 27, 2016 and have heard nothing since my repeatedly email requests for status. Suntrust is horrible in dealing with caregivers who are providing care for their elderly parents. I had to email, fax, and mail my POA to them several times and still I can't get on her VISA account to reorder a new card.......very poor customer service for a clients who has been banking there close to 20 years!

Business Response: Dear Mr. ****** 

We have received and reviewed the correspondence that was forwarded to our office from 
the Better Business Bureau regarding your mother's above referenced accounts. We 
appreciate the opportunity to look into the issue raised and to provide a response to you. 

Our records reflect that in March 2016, a loan application (**********) was completed to 
refinance the current loan **********. Regrettably, the refinance can be lengthy because 
there are several steps that are required to be completed before a final decision is rendered 
on the file, such as ensuring we have a complete loan application and the condo certificate. 
At this time, we have received the missing documents and the condo certificate from the 
homeowners association. We are in the process of reviewing the file to determine if 
Ms. ********* meets the criteria for a mortgage loan. If you have any questions you may 
contact the loan processor Jamie Malito at 720.437.5454 or the loan officer, Robert Palubiak 
at 804.319.1089. 

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***** 
Officer 
Mortgage Escalations Resolution Team 

6/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: SunTrust Mortgage has inconsistent mailing policy. All other companies I have ever worked with send me a bill at the same time every month, with next months' payment due listed clearly. Instead, SunTrust sends "bills" depending on when payments have been made. If I make a payment early in the month, they'll send me a bill 2 days later with the next month's payment due. If I pay that one early, they'll send me another bill for the next month, etc. etc. In this way, you could be receiving bills for YEARS into the future... Additionally, if I don't make a payment, they'll ONLY send me a bill only if they haven't received anything from me within 30 days. Who runs a company like this? Because of this ridiculous mailing policy, sometimes I get multiple bills (for different months) coming to me in the mail on the SAME DAY. Is there no way to send me a bill at the SAME TIME every month? This is the first time I've ever had to affiliate with a company who couldn't figure out how to send a monthly bill at the same time each month.

Desired Settlement: Send me a bill on the same day every month. Don't send me bills that are due more than two months in advance.

Business Response: Dear Ms. *******: 

We received your correspondence regarding the above referenced case. However, you 
did not include a signed authorization form from Ms. ******. Therefore, we are unable to 
provide you with a· copy of our response to Ms. ****** dated May 18, 2016. Upon 
receipt of the signed authorization form, we will gladly share a copy of our response with 
your office. 

Ms. *******, . 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***** 
Officer 
Mortgage Escalations Resolution Team 

5/16/2016 Problems with Product/Service
5/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 1st 2013 I entered into a HAMP program. The interest rate was 7.125%. Suntrust said the only way I could lower the rate was to enter into a government program. I made 3 payments on time and 4 days after the 3rd payment Suntrust sent the mortgage to foreclosure. The foreclosure company after several weeks sent it back to Suntrust saying they can not foreclose when a loan is in the HAMP program. Since then several attorneys have attempted to negotiate. Suntrust offered ***** loan for 40 years….The 7.125% loan was for 30years. I told them that I need a 2% loan for 5 years and go from there. They said NO. As of February 1st 2013 I became badly disabled, no longer able to walk, It has been very difficult to deal with Suntrust. The house was put up for sale through foreclosure Wednesday the April 13th, 2016. It does not appear that it has sold yet.. Please help ********* *******

Desired Settlement: To keep my home with a fair loan modification. Maybe HARP

Business Response: Please see attached response.

Business Response: Dear Mr. *******: 

We have received ::lnd reviewed the co;respondences that were forwarded to our office from the 
Consumer Financial Protection Bureau (CFPB), Better Business Bureau and The Department of 
California Business Oversight regarding the above referenced loan. We appreciate the opportunity 
to looK into the issue raised and to provide a response to you. 

The loan was reviewed for loss mitigation workout options in accordance with the Home Affordable 
Modification Program (HAMP) and Fannie Mae requirements. The evaluations were based on the 
income documentation provided and credit report expenses. The results and terms of a 
modification offer are not negotiable. 

Our records indicate that SunTrust Mortgage, Inc. (SunTrust) approved the loan for loss mitigation 
work.outs on two separate occasions. On April 10, 2013, the loan was approved for an Alternative 
Modification Trial Payment Plan (TPP) for the months of May, June and July 2013. You completed 
the TPP and a final modification agreement was mailed to you with a 40 year term at a 4,00% 
interest rate, a monthly payment of $1.472.00 (a reduction from the contraGtual payment of 
$2,373.98) and a principal forbearance of $32,704.97. The signed final modification agreement 
was returned to SunTrust; however, there were alterations made to the reference of your being ua 
married man." The modification could not be altered in this way as it is :a legal agreement to 
modify the Deed of Trust. The verbiage in the modification agreement regarding the borrower 
information was stated just as it was in the Deed of Trust. The corrected final modification 
agreement was delivered to you on September 19, 2013 to re-execute and return to SunTrust. On 
September 26, 2013, you informed a SunTrust representative that you had not been married for 
years and wanted the verbiage in the modification documents changed. It was explained to you 
that supporting documentation was required in order to change the language of the modification  
agreement. As cf October 7, 2013, SunTrust had not received either the signed corrected 
modification agreement or the supporting documentation to change the veroiage in the 
modification agr?.ement. Therefcre, the loan was removed from the loss mitigation process. 

The loan had been in foreclosure ciue to the deiinquency and was piaced on hoid to ai1ow ror the 
!os:s ;nitigation revluw. The foreclosure hold was removed uil N<)ver.ibe1 23, 20 'i 3 s:n...:a tt.G ioan 
was not on an approved work.out plan; however, the foreclosure file was closed shortly thereafter 
on 09i;emher 18, 2013. 


A second financial pack.age was reviewed on December 23, 2014 and approved for a new TPP 
effective February 1, 2015. The trial payment was r.ot received and the loan was removed from 
the loss mitigation process on March 6, 2015. As the loan was not on an approved workout option, 
the loan was again referred to foreclosure on April 30, 2015. 

To allow for a new loss m:tigation review, the foreclosure file was placed on hold on 
November 23, 2015. A further review of the loan for loss mitigation eligibility was conducted on 
December 1, 2015. SunTrust was unable to offer a workout option as the documented income 
was not sufficient to support the loan payments at the time of the review. 

The foreclosure hold was removed on February 11, 2016. Subsequently, a foreclosure sale 
scheduled for April 13, 2016 was canceled. The loan is currently due for the February 1, 2013 
through April 1, 2016 monthiy mortgage payments. 

Further, SunTrust is unable to change the interest rate on the loan as the loan does not qualify for 
a 2.00% interest rate reduction, which is required in order for it to be adjusted. If you have any 
questions regarding this letter, you may contact our Mortgage Escalations Resoiution Team at 
655.223.4640, Monday through Friday from 8 a.m. to 6 p.m. ET. 

Sincerely, 


Kewanna C**** 
Officer 
Mortgage Escalations Resolution Team 

Consumer Response: Better Business Bureau:

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

First of all, the first modification program was June 1st, July 1st and August 1st, 2013 not May, June and July. I made all the payments on time.  I did not receive after, completing the TPP, an  agreement  for a 40 year term at a 4,00% interest rate, a monthly payment of $1.472.00. All I received was a cancelation notice from Suntrust on September 8th 2013 and the next day a notice from the **** *******, a foreclosure company. Four weeks later the foreclosure company sent the contract back to Suntrust because they could not foreclose when someone is in a HAMP program. This was only notice when I talked to the representative from the foreclose company. Somehow the HAMP payments made to Suntrust did not show up on the ledger that Suntrust had sent to the to the foreclosure company.  I was told this by a representative of the foreclosure on the 3rd of October 2013.

The original loan on the house was 7.125% for 30 years. The Deed of Trust says my name only and not married. SunTrust says that they are  unable to change the interest rate on the loan as the loan does not qualify for a 2.00% interest rate reduction, adjusted. But I do qualify for a 2% loan. The February 2015  loan modification was a 5.5% loan for 40 years! I did not think this was a fair modification.

In February 2013 I became badly disabled. I have had 4 major surgeries since and still can not walk with more to come.   All I want is a fair mortgage loan...
Regards,

********* *******




5/6/2016 Problems with Product/Service
5/3/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The Direct # to Suntrust Tax Department is 844-899-3716. Customer Service is 800-634-7928. Suntrust created an ESCROW account on 2/19/16 claiming there were delinquent property taxes owed to ******* ***, NJ for my house in ******* ***, NJ . They claim to have sent $2274.99 to the ******* *** *** collector. I'm not sure which quarter they are referring to. 2015 4th quarter was 2274.03, 2016 1st quarter was 2255.09. All taxed have been paid, on time, by me. The first quarter for 2016 was deposited by ******* *** on on 02/03/16. The ******* *** Tax collector has confirmed with me that all taxes have been paid by me. She has NOT received any funds from Suntrust even though they claim to have sent $2274.99 on 02/19/16, for an account that is was not delinquent. Suntrust has YET to contact the ******* *** Tax collector at 908-213-1600 ext 16 Mondays from 1630hrs to 1830hrs. If they did she would confirm that I paid my taxes and that Harmony has not received ANY funds form Suntrust. I sent the paperwork to waive the ESCROW. They say they are waiting for Harmony to refund the money even though they can not tell me if they sent a paper check or electronic transfer. Nobody can tell me if the money was even withdrawn. As a result, Suntrust has created a full ESCROW account with my mortgage against my will. In addition there is $2274.99 "somewhere" that is represented as debt on my mortgage bill in the form of the unwanted ESCROW. Suntrust does not seem interested in located the $2274.99 since I contacted them in February and was promised investigation and resolution several times. My mortgage payments have increased 1 cent in order to create the ESCROW, again, against my will. I an requesting intervention by your authority to eliminate the unwanted ESCROW and to encourage Suntrust to find their $2274.99.

Desired Settlement: I an requesting intervention by your authority to eliminate the unwanted ESCROW and to encourage Suntrust to find their $2274.99.

Business Response:
Dear Ms. *******: 

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 25, 2016. 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, 

Kewanna C**** 
Officer 
Mortgage Escalations Resolution Team 

4/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 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. *******: 

We received your correspondence regarding the above referenced case. However, you 
did not include a signed authorization form from Mr. ******. Therefore, we are unable 
to provide you with a copy of our response to Mr. ****** dated April 12, 2016. Upon 
receipt of the signed authorization form, we will gladly share a copy of our response with 
your office. 

Ms. *******, 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***** 
Officer 
Mortgage Escalations Resolution Team 

4/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have had my mortgage with Suntrust for almost 8 years. My mortgage is due on the first of every month and incurs a late fee if paid after the 16th of each month. For the past several months if my mortgage is not paid on the 1st I start to get phone calls on the 3rd at least 10 times a day from the collections department. I pay my mortgage online and it takes a few days to post. At one point when I spoke to a representative and said I have paid it why are you calling, she proceeded to ask what was the issue of not paying it exactly on the first and did I want to keep my home! If I am paying it before the late fee will be charged I feel like I should not be harassed as I am by this company. Everyone has at least a 5 day grace period so for me to be bombarded with calls while I am work is unacceptable. It is also very rude to be questioned why my mortgage was late and if I wanted to keep my home. I have done research and it appears I am not the only one who is dealing with this issue from Suntrust. They have to be stopped.

Desired Settlement: Unless I am in default and 30 days over due, do not contact me!

Business Response: Dear ** ****
We have received your correspondence regarding the above referenced case. However, you did not included a signed authorization form from ** *****. Therefore, we are unable to provide you with a copy of our response to ** **** dated September 11, 2015. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
** *****, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ***********, Monday through Friday from 8am to 6pm ET.
Sincerely
 **** *****

Consumer Response:

Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,

****** *****


Several months ago I filed a complaint with Suntrust in regards to harassing phone calls I receive from their mortgage department on a consistent basis. My mortgage is current but yet I receive letters and phone calls with their attempt collect a debt with the threaten of foreclosure. I have spoken to 4 different people who claim they have resolved this issue and yet I am getting contacted. THIS HAS TO STOP!. I work from home a lot and for my phone to consistently ring for NO REASON at all. I am starting to feel as if my first complaint is causing them to retaliate against me. For me to get calls with a recording saying they need documentation to stop foreclosure on my home and for representatives to ask me if I want keep my home is beyond wrong. I have done research on complaints against Suntrust and it appears this is something that they do. I am contacting you all again as well as the Federal Trade Commission to get this matter resolved. For me to be consistently harassed over a non issue is beyond aggravating and uncalled for. I never asked for assistance from them, yet they say I did. The word frustrated is an understatement to how I am feeling.

 

For Suntrust to stop with the uncalled for threats and for them to stop calling me period. Get my account records straight and remove me from the so called automated system that is calling me.

Business Response: Dear ** ****:
We have received and reviewed the correspondence that was forwarded to our office from the Better Business Bureau (BBB) regarding the above referenced loan. Thank you for the opportunity to research and respond to your concerns.
Our records indicate that in January 2016 your loan was assigned a Home Preservation Client Representative (HPCR) due to the delinquency. A request was submitted on March 31, 2016 to have the HPCR removed from the loan.
As information, your loan is a FHA loan. The current owner/investor of your loan is SunTrust Mortgage, GNMA. The contact information is: **** ***** *** **** *** ***** ******. As of the date of this letter, your account is due for the April 1, 2016 monthly mortgage payment. The current unpaid principal balance is $119,596.19 and the current escrow balance is $701.50. There are no funds in the unapplied “suspense” funds account at this time.
** ****, if you have any questions regarding the serving of your account, you may contact our Client Service Department at *** **** **, Monday through Friday from 8:00 am to 8:00 pm or Saturday from 9:00 am to 3:00 pm. A representative will be glad to assist you.
If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from 8am to 6pm
Sincerely,
**** *****

4/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a 3.3 year old mortgage with SunTrust. The account is in good current standing and we have never been delinquent on a monthly payment. The current LTV ratio is estimated to be at approx. 72%. This figure is only an approximation based on current comparable properties and personal contacts in the mortgage industry. Based on my research, we should be able to remove PMI. I contacted SunTrust regarding the procedure. They asked that I set up an account and send a "secure email." I did set up the account, but their "secure email" link has continued to give a system error message, since I began this process. I contacted them and they assured me the IT department would fix it. It has been over a month and it is still not fixed. In the meantime, I went ahead and wrote a letter dated 2/17/16. Two weeks later, I received a letter that they had received my letter. The next week, I received a letter that they needed more time to process the information. What information.? I hadn't provided any? Finally, on Friday 3/11, I got a letter outlining the process for PMI deletion. We were to complete the form and send $450 to have an appraisal done. I was prepared to go ahead and do so, but I received another letter today 3/14, stating that my request has been reviewed and denied and they provided a LTV %. What was reviewed? No additional documents were submitted. Where did the LTV % come from? You do not possess a current appraisal. Please explain how between 3/7 and 3/9 you were able to review, appraise, and then deny my request without any additional information.

Desired Settlement: Deletion of PMI

Business Response:
Dear Ms. *******: 

We received your correspondence regarding the above referenced case. However, you 
did not include a signed authorization form from Mrs. *****. Therefore, we are unable to 
provide you with a copy of our response to · Mrs. ***** dated March 29, 2016_ Upon 
receipt of the signed authorization form, we will gladly share a copy of our response with 
your office. 

Ms. *******, 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***** 
Officer 
Mortgage Escalations Resolution Team 

4/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: SunTrust currently has failed to refund Escrow funds after Escrow account was closed. Misleading information was provided regarding dates refund was processed and funds were made available. According to mortgage customer service supervisor, they were not allowed to check with the escrow department. Policy procedures reflect a cavalier attitude and disregard for rules and guidelines regarding the disbursement of funds due the customer. Customer was told to wait 30 days before SunTrust Mortgage would investigate the matter.

Desired Settlement: If SunTrust Mortgage truly valued its customers, funds should be wired immediately to customer bank account of record on file( same account mortgage payment).

Business Response: Dear Ms. *******: 

We received your correspondence regarding the above referenced case. However, you 
did not include a signed authorization form from Mr. and Mrs. ********. Therefore, we 
are unable to provide you with a copy of our response to Mr. and Mrs. ******** dated 
March 29, 2016. Upon receipt of the signed authorization form, we will gladly share a 
copy of our response with your office. 

Ms. *******, 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***** 
Officer 
Mortgage Escalations Resolution T earn 

3/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I seem to be unable to successfully log into the company website the next time after having reset the password. When I log in I am presented a challenge question which I answer accordingly. The system does not accept my answer and I am forced to call customer service to have the account unlocked. This has happened four times already and extremely frustrating. I have many other accounts with other institutions and do not have this problem anywhere else.

Desired Settlement: Please develop an application like other vendors have that works on a cell phone and uses your fingerprint to sign in.

Business Response: Dear Ms. *******: 

We received your correspondence regarding the above referenced case. However, you 
did not include a signed authorization form from Mr. ****. Therefore, we are unable to 
provide you with a copy of our response to Mr. **** dated March 22, 2016. Upon receipt 
of the signed authorization form, we will gladly share a copy of our response with your 
office. 

Ms. *******, 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***** 

3/15/2016 Billing/Collection Issues | Complaint Details Unavailable
3/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: While providing a loan to us, SunTrust engaged in unfair and deceptive lending practices which resulted in significant costs to us. From the initial contact to permanent status, we encountered numerous issues. The approval process was unusually long. Our information on assets and liabilities was not documented properly because “the system would not allow it to be entered that way”. Finally, we were told that the bank could not loan us the amount we discussed because of a new rule that had been put into effect which the loan officer was not aware of. Eventually the loan was approved with an interest rate that was not market. The loan officer locked in the rate without any discussion. (The same thing happened when the construction transitioned into a permanent mortgage.) There were numerous glitches in the process. One of note involved the contractor’s need to renew insurance. We were not aware of this until we needed to draw money, and then were told no money would be forthcoming until he provided proof of insurance. There were numerous other instances when communication was lacking because of using the wrong phone number or the wrong address. Bank representatives were not aware of what had been provided to another individual and requested information that should have already been on file. When the final paperwork was signed to transition into the permanent loan, the document sent to sign did not coincide with the details earlier given. We asked for clarification but the representative could not explain where the numbers originated. She was trying to wrap up the process and forced the numbers. We provided a conditional signature pending clarification, to which we never received a response. We were forced to pay $3000.00 in order to close the construction loan. An arbitrary appraisal indicated our house did not have enough market value to support the approved loan amount. We found this to be one of the most egregious incidents considering we spent from our personal funds almost as much as the bank lent us to complete construction. The most significant harm done involved the lack of diligence performed by the inspector during construction. We spent about $1000 for inspections during construction. After we occupied the home in June, 2015, we discovered several problems and defects. Some of these issues involve violations of building code but were not cited by the inspector. Some items were not code violations but did not conform to standard building practices. To our knowledge, the inspector did not find any faults with construction. These problems have resulted in significant costs to us and we are seeking reimbursement from SunTrust in the amount of $18,260.

Desired Settlement: These problems have resulted in significant costs to us and we are seeking reimbursement from SunTrust in the amount of $18,260. There have been two water leaks caused by construction issues resulting in major damage to our home. There are numerous other issues we have had to rectify. Some repairs have been done. We anticipate spending the amount indicated based on invoices for completed work and bids to complete the remainder of the repairs

Business Response: Dear Ms. ******** 

We received your correspondence regarding the above referenced case. However, 
you did not include a signed authorization form from Mr. *****. Therefore, we are 
unable to provide  you with a copy of our response  to Mr. ***** dated 
March 1, 2016. Upon receipt of the signed authorization form, we will gladly share a 
copy of our response with your office.

Ms. *******, if you have any questions regarding this letter, you may contact our 
Mortgage Escalations Resolution Team at 855.223.4640, Monaay through Friday 
from 8 a.m. to 6 p.m., ET. 
 
Sincerely,

Wanda H*****
Officer

Mortgage Escalations Resolution Team \ ' 

3/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I processed a mortgage with Suntrust that closed at the end of December. My first mortgage payment was due February 1st. I mailed a payment to Suntrust on 1/26/16. I have verified with my bank that Suntrust has received my payment. My problem begins with my loan immediately being sold to US Bank. US Bank does not show that I have ever made a payment on my mortgage. I have contacted SunTrust 5 times and asked them to forward my payment. Here are the problems I face with every call: 1. Suntrust can not locate my loan information with the loan number on my payment coupon given to me by Suntrust 2. I have been asked twice to send proof I have actually made a payment to Suntrust 3. I have been promised multiple times that a supervisor will call me back within 24 hours 4. I have been given a promised date that my check would be forwarded to US Bank "your payment will be there in 5 days" Mortgages are bought and sold daily. I work in the industry. This is a common issue that happens, but the employees act like they don't have a clue what to do. Suntrust has my money and it doesn't seem like my payment will ever make it to US Bank because I can not get help from Suntrust customer service.

Desired Settlement: Send me my money back or give me documented proof that my payment is being forwarded so this does not ruin my credit.

Business Response:
Dear Mr. ******: 

We. have received and reviewed the correspondence that was forwarded to our office from the 
Better Business Bureau (BBB) regarding the above referenced loan. We appreciate the 
opportunity to look into the issue raised and to provide a response to you. 

We sincerely regret that you did not have a positive experience when you contacted SunTrust 
Mortgage, Inc. (SunTrust) about your February. 2016 monthly mortgage payment. SunTrust 
received the funds from Fiserv/CheckFree, third party payment vendor, for your loan, which 
did not board the SunTrust Mortgage system. Therefore, the funds were sent back to 
Fiserv/Ch~ckFree on February 16, .2016. This information was provided to you on 
February 26, 2016. Wff understand that you were going to contact your financial institution ' 
regarding check. number ****** that was still outstanding in the amount of $791 .
Mr. ******, again we regret any inconvenience that may have been caused. If you nave 'any ' 
questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at 
855.223.4640, Monday through Friday from 8 a.m. to 6 p.m. ET. · 

Sincerely, 


Kewanna C**** 
Officer 

3/1/2016 Advertising/Sales Issues
2/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: in 2010, my husband and I missed a payment. We did make an extra payment to cover it, but suntrust did not apply to payment to past due, which kept a past due balance for us. We then sent another extra payment, with the same result. Over the years I have tried to rectify this situation, at the suggestion of them, to do a loan modification. we have sent in all the necessary paperwork multiple times, with no result. I have also talked to them about sending extra to cover it, but was told no. over the years, the past due has just grown, and now they are talking foreclosure. All we want is to save our house, we cant get a loan anywhere else because our credit is now destroyed because of this. I feel they are not professional in dealing with situations, and in doing my research, have found this seems to be a common problem with them.

Desired Settlement: We just want the extra payments we made back in 2010, to be applied properly, and to hopefully get rid of the past due balance. I was given advice by 2 separate loan officers at other companies, that this should be able to be fixed, if someone at suntrust could do it. We just want to be able to stay in our home.

Business Response: Dear Ms. *******: 

We .received your correspondence regarding the above referenced case.· However, 
you did not include a signed authorization form from Mrs. *********. Therefore, we 
are unable to provide you with a copy of our response to Mrs. ********* dated 
February 18, 2016. Upon receipt of the signed authorization form, we will gladly 
share a copy of our response with ·your office. 

Ms. *******, if you have any questions regarding this letter, you may <;ontact our 
Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday 
from 8 a.m. fo 6 p.m., ET. 

Sincerely, 

Wanda H***** 
Officer 
Mortgage Escalations Resolution T earn 

Business Response: Dear Mr. and Mrs. *********: 

We have received and reviewed the correspondence that was forwarded to our office from the 
Better Business Bureau regarding the above referenced account. We appreciate the opportunity 
to look into the issue raised and to provide a response to you. 

Your loan payment is due on the first day of each month as stated in your Note. A late charge is 
not assessed until the end of the 15th calendar day after the due date. Please be advised that 
once a loan becomes 30 or more days delinquent an inspection of the property may be ordered to 
ensure the property is not vacant or abandon. The cost of the property inspection is assessed to 
the mortgage account. 

Our records reflect that you became a month behind in your mortgage payments beginning in July 
of 2009. In February 2010, you brought the account current. Since there was no payment made 
in March 201 o the loan once again became delinquent. As of December 31, 2010, the account 
was due for the November and December 2010 payments. 

In 2011 a mortgage payment was posted each month with the exception of Nove.mber 2011 . On 
November 10, 2011 , we received and posted $2,075.61 to your unapplied funds account because 
the funds were not sufficient to satisfy the payment amount due of $2, 156.25. On 
December 19, 2011, we withdrew the $2,075.61 from your unapplied funds account and posted 
$992.95 to the late charge fees and $220.00 to the property inspection fees. The remaining 
$862.66 was returned to you on December 20, 2011 because the funds were insufficient to bring 
the loan current. Enclosed is a copy of letter that was accompanied with the check. As of 
December 31, 2011 the account was due for the October, November, and December 2011 
payments. 

In 2012, we received and posted the October 2011 through September 2012 payments. In 
October 2012, we placed a stop payment on the check sent to you on December 20, 2011 in the 
amount of $862.66. On October 15, 2012, the $862.66 was applied as $479,29 late fees, 
$161 .13 property inspection fees, $50.00 to your escrow account and the remaining $172.24 was 
returned to you . The check in the amount of $172.24 was cashed. 

In 2013 we received and posted the October 2012 through September 2013 payments. In 2014 
we received and posted the October 2013 through September 2014 payments. In 2015, we 
received and posted the October 2014 through July 2015 payments. 

In reviewing the enclosed payment history for 2009 through 2016 your payments were applied 
correctly to your account. 

Please be advised that due to the delinquency of your account the following checks you submitted 
were returned to you: check number 2295 on November 3, 2015 for $2,085.58, on 
December 4, 2015 check number 2297 for $2,085.58, on January 6, 2016 check number 2303 for 
$2,085.58 and on February 4, 2016 check number 2309 for $2,085.58. 

On December 10, 2015, the account was setup in foreclosure. At that time, the account was due 
for the August through December 2015 payments. For information on the foreclosure process or 
reinstatement figures, please contact the foreclosure attorney, ****** *** ******* ** at 
**** ********** 

On December 29, 2015, your file was activated in loss mitigation to be reviewed for payment 
assistance. We were unable to complete our review of the file because we did not receive a 
complete loss mitigation package. In our attempt to acquire the missing information we sent you 
a letter with a list of the required documents and the home preservation client representative 
(HPCR) also made several attempts to contact you by telephone; however, · there was no 
response. The loan was removed from loss mitigation on January 30, 2016. 

If you are interested in reapplying for loss mitigation assistance you may complete the enclosed 
BSP (Borrower Solicitation Package) and return it wlth the UBA (Uniform Borrower Assistance) 
form, HAMP (Home Affordable Modification Program) hardship affidavit, 30 days most recent 
income documentation as outlined on Page 2 of the UBA, hardship documentation as outlined on 
Page 3 of the UBA, additional Information pertaining to household and living expenses. These 
documents may be submitted by mail to: SunTrust Mortgage, Inc., Mail Code: RVW-5113, P. 0 . 
Box 26150, Richmond, VA 23224, by email to: **************************************, or by 
fax to: 877.589.0758. If you have any questions regarding the loss mitigation process, please 
contact your HPCR, Joanne ****** at ************ Monday through Friday from 8 a.rn. to 
10 p.m . or Saturday from 9 a.m. to 3 p.rn ., ET. 

If you have any questions .regarding this letter, you may contact our Mortgage Escalations 
Resolution Team at 855.223.4640, Monday through Friday from 8 a.m. to 6 p.m., ET. 

Sincerely, 
***** ****** 
Officer 
Mortgage Escalations Resolution Team 

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID 11120704, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

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

I am very unhappy with this response, as I get a different story about what happens all the time.  We were told by someone at Suntrust that the funds with the original missed payment that we did the extra payment for were not applied properly.  Each time we have ever talked to someone there, we get a different story.  Just recently, when i inquired about why the checks we went for payment weren't being cashed, i was told it was because we sent the wrong amount, that our monthly payment had changed.  I told her we hadn't been notified of a change, she said that it happens sometimes.  I was told by the next person I spoke to they weren't sure why they weren't being cashed. The first letter I got about that, said they payment was wrong amount, but in the letter, the correct amount was what we had paid.  

To go to the loan modification, I Have sent that paperwork so many times over the years, with out ever getting a response, until this last time, when i got a letter saying more info was needed, which i sent in.  Then I got a letter saying they were closing it out.  I am in the process of resending all of that paperwork again.
I also got a letter about not responding to calls, i faxed that back to the loss mitigation specialist Joan ******, with our correct phone number, and also explained that we had been having trouble with our voice mail for an undetermined amount of time, but had recently realized it, and it is now fixed. I have had no messages since then from Joan ****** to even confirm she got that fax.  I have also requsted since then, that everything be done in writing, because I feel I cant trust what I am told by anyone in that company, as I get different info from people, or no response at all.  I am trying to protect myself and our home.  But again, no response to that.  
I truly hope that this can get worked out, we really want to stay in our home.  We no longer have any financial hardship, and have made our monthly payment consistently since we had our problem years back.  I just want to come up with a solution to this situation.  I have given them an amount we can come up with in a weeks time, in trying to fix this situation, we felt it was a fair way to start fixing this, again, got no response.   I truly hope sending in the paperwork to Joan ****** again, we can get this worked out.  
Regards,

***** *********




2/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent a check to suntrust for my escrow shortage, as I do every year. Then every year they send me a mortgage bill for the HIGHER AMOUNT. Last year, I asked 4 TIMES for a correct statement and some stupid woman on the escalations team named Kewanna ***** just kept sending the WRONG statement. I don’t know if it’s because she’s completely incompetent, doesn’t care about customer service, or both. I need a competent suntrust employee (assuming one exists) to send me a CORRECT MORTGAGE BILL for $2,147.19 which reflects the escrow shortage that I PAID IN FULL. It’s completely ridiculous that I even have to ask for this EVERY YEAR and suntrust needs to do a better job of calculating the escrow due. It’s short every year by hundreds of dollars. I did not choose suntrust for my mortgage, I got stuck with them and it sucks!

Desired Settlement: I need someone to send me a CORRECT mortgage bill for March. I have the same problem EVERY YEAR.

Business Response:
Dear Ms. *******: 

We received your correspondence regarding th.e above referenced case. Because you 
did not include a signed authorization form from the client, we are unable to provide you 
a copy of our response to the client dated February 17, 2016. Upon receipt of the 
signed authqrization form, we will gladly share a copy of our response with your office. 

Thank you for contacting SunTrust. 

Sincerely, 

Kewanna ***** 
Officer 
Mortgage Escalations Resolution Team 

Consumer Response: Better Business Bureau:

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

I have NOT gotten a response from suntrust. I sent emails to their asksuntrust email address, but all were IGNORED. They shouldn't need a signed authorization form to send the CORRECT mortgage bill. I shouldn't have to file a BBB complaint EVERY YEAR to get a CORRECT mortgage bill. These people are completely unprofessional and incompetent!!



********* *****




2/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 ******, 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. I

Desired Settlement: Complete explanation of process errors, process modifications and employee disciplinary actions. May require payment for additional tax penalties.

Business Response: Dear Mr. ********: 

We have received and reviewed the correspondence that was forwarded to our office from the 
Better Business Bureau (BBB) 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 ******, 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. ****** 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. ********, 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 ***** 
Officer 
Mortgage Escalations Resolution Team 

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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 BBB 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,

***** ********




2/23/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 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 BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,

******** ********




2/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 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. *******: 

We have received and reviewed your telephone inquiry as well as the correspondence that 
was forwarded to our office from the Better Business Bureau (BBB) 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. 

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 ***** 
Officer 
Mortgage Escalations Resolution Team 

2/12/2016 Problems with Product/Service
2/12/2016 Billing/Collection Issues
2/8/2016 Billing/Collection Issues
2/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: Ability to successfully log on to the SunTrust Mortgage website to pay my mortgage and to see my account information.

Business Response: Dear Ms. *****: 

. We have received and reviewed the correspondence that was forwarded to our office from the 
Better Business Bureau (BBB) regarding the above referenced loan. We appreciate the 
opportunity to look into the issue raised and to provide a response to you. 

We regret that you encountered problems in your attempts to make a one-time payment on 
your mortgage loan. On January 25, 2016, Ms. Jessica ******, Client First Solutions, 
contacted you and left a message for you to return the call. Ms. ****** would like to assist 
you with logging into your on line account. You may contact Ms. ****** at ************* 
She will be glad to assist you. 

Your January 2016 payment was received and applied on January 15, 2016. The next 
payment is due on February 1, 2016. 

Ms. *****, if you have any questions regarding this letter, you may contact our Mortgage 
Escalations Resolution Team at 855.223.4640, Monday through Friday from 8 a.m. to 6 p.m. 
ET. 

If yo·u have any questions regarding the servicing of the loan, you may contact our Client 
Services Department at 800.634.7928, Monday through Friday from 8 a.m.to 8 p.m. and 
Saturday from 9 a.m. to 3 p.m. ET. 

Sincerely, 


Kewanna ***** 
Officer 
Mortgage Escalations Resolution Team 

Consumer Response: Better Business Bureau:

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


The complaint can be closed.

Please see attached personal letter to the business.  I would appreciate you forwarding it to SunTrust.

Thank you very much for your help.


Regards,

******* *****




1/26/2016 Problems with Product/Service
1/25/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Suntrust generated a payoff quote for our mortgage at the request of our title attorney. We reviewed the letter and noticed a typo on this letter in the date in the opening paragraph that conflicted with the date given in the terms of the letter which stated the through date. Believing this could be an issue, our title attorney contacted Suntrust on several occasions to verify that the dates and amounts of the payoff were correct. Suntrust confirmed that this letter was correct and would be honored each time. We paid off our mortgage according to this payoff letter. The next day we received a request from Suntrust for an additional $5,500.00. When we called to ask why we were being charged an additional 5.5k, Suntrust could not give us an explanation as we had paid exactly whatthey informed us we owed. After contacting several different representatives, we were finally informed that Suntrust, despite having had ample opportunity to review the letter on the 4 prior requests for confirmation, had made a typo in the date of the payoff. Suntrust has refused to honor their payoff quote and has put off our closing on a new home with their frankly terrible dispute resolution process leaving us to rack up thousands in hotel charges.

Desired Settlement: Suntrust should stand by their word and honor the first payoff quote that they generated or pay the hotel bills accrued as a direct result of their failure to properly review a document they were approached about on several occasions and assured us each time was absolutely correct.

Business Response: Dear Mr. *******: 

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

At SunTrust Mortgage, Inc. we work hard to provide exceptional service to every client and regret 
any instance when we fall short of the goal. We apologize for any inconvenience this matter may 
have caused. 

We have reviewed your file and determined that the payoff statement generated on December 9, 
2015 reflected the incorrect year (2015 instead of 2016). Thus, additional funds were required to 
pay the l9an in full. To rectify this error, on January 8, 2016 we deposited $5,4 76.41 into your 
SunTrust Bank account ending in 8162, which represented the additional interest you paid to satisfy 
your loan balance and you confirmed receipt of the funds. 

Please be advised that you will receive an escrow refund in the amount of $1,001 .62 within 30-days 
of the date the loan was paid in full. We are currently in the process of preparing the mortgage 
satisfaction documents to Palm Beach County to release the lien. Once processed, the release will 
be part of the official land records and available for future real estate transactions. 

Mr. *******, it has been a pleasure to service yo.ur mortgage account. We value our business 
relationship with you and would welcome the opportunity to assist you with any future financing. If 
you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution 
Team at 855.223.4640, Monday through Friday from 8 a.m. to 6 p.m .. ET. 

Sincerely, 

Wanda H***** 
Officer 
Mortgage Escalations Resolution Team 

1/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The website is terrible need to answer 6 security questions to pay your mortgage and the fact the replies are case sensitive, and I did type the correct username and password and it still ask me those questions, I was locked out of access to pay my account.

Desired Settlement: Repair the website and make it easier for the user to access. I do not want money at all, just remove the requirement to answer six security questions. We can't be expected to remember or type all the replies correctly.

Business Response:
Dear Ms . *******: 

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 7, 2016. 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, 

Kewanna C**** 

1/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: SunTrust Mortgage has been inaccurately reporting to all 3 Credit Bureaus the date of my foreclosure, and has yet to fix the problem even though I filed a dispute through the Credit Bureaus. They reported it as January 2015, yet it happened September 1, 2009 and it is found in public records as such, as well as the foreclosure database which I found online just today regarding property *** *********** *** ********** ** *****. I have provided screen shots of this information along with the proof from the credit bureaus to SunTrust through their online mortgage email form.

Desired Settlement: I would like this information correctly reported, as it is causing me harm and distress due to inaccurate reporting to the credit bureaus, and therefore resulting in credit score problems and my having to take a hard hit for it in interest and score purposes. I also was part of the National Suntrust Mortgage Settlement and I could not have benefited from that had my foreclosure happened in January 2015, as it is clearly outlined the period for which this class action lawsuit was for...between 2008 and 2013. I purchased the home in October 2007.

Business Response: Dear Ms. *****: 

We have received and reviewed the correspondence that was forwarded to our office from 
the Better Business Bureau (BBB) 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 concerns about the negative information on your credit report 
regarding this loan. On January 5, 2016, we submitted an update to the affected credit 
bureau(s) (Equrrax, Experian, TransUnion), which will report the foreclosure sale date as 
August 19, 2009. We sincerely regret any inconvenience that matter may have been 
caused. 

Ms. *****, 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 C**** 
Officer 
Mortgage Escalations Resolution Team 

Consumer Response: Better Business Bureau:

I have reviewed the offer made by SunTrust Mortgage in reference to complaint ID ********, and find that this resolution is satisfactory to me,  and their quick resolution is greatly appreciated. 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: complaints@richmond.bbb.org.

Regards,

**** *****



1/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Suntrust needs to stop sending me junk mail. My mortgage is with them - not by choice, but their customer service is so horrible there is absolutely no way I'd also get a HELOC with them. Earlier this year, they failed to apply my mortgage payment and despite FOUR attempts and multiple complaints to get a CORRECT statement, some stupid woman in the executive office just kept sending the WRONG one. How do they have time to print junk mail but can't properly apply my payment or send a CORRECT statement??? It's completely unacceptable and it needs to stop. The only thing I want from them is a CORRECT statement every month including when my pay my escrow shortage and they still send statements showing I owe the higher mortgage amount. There is something very wrong with these people and how they handle my money, but unfortunately I'm stuck with them and they know it.

Desired Settlement: I want them to only send CORRECT mortgage statements every month and NOT junk mail for other services.

Business Response: Dear Ms. *******: 

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 28, 2015. Upon receipt of the
signed authorization form, we will gladly share a copy of our response with your office. 

1/4/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 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***** 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*******; she transferred me to Christian N*****.

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. ******: 

We have received and reviewed the correspondence that was forwarded to our office from the 
Better Business Bureau .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 ***). 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 *** 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 ***. 

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******** * * 

1/4/2016 Problems with Product/Service
12/21/2015 Problems with Product/Service
12/16/2015 Problems with Product/Service
12/9/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I'm entitled to a $5000.00 payment from a settlement between the United States Department of Justice and SunTrust Mortgage, Inc. The payment is being administered through a payment agent (****) This claims administrator agency (****) tells you that they mailed your check but it's a lie, they don't. This happened a few months ago with another check I was waiting for months until I contacted the BBB and thank to your agency (BBB) they sent me the check,. Now they are playing the same games, had me waiting for months. They sent me an email saying that they mailed my check on 10/15/15. See email below: Dear **** ***********, Thank you for your email. Your Release was received and processed by the Claims Administrator. SunTrust has approved payment per your Release and you have been sent your check for $5000.00 was mailed 10/15/2015* ******** ****** ** ******** **** Claims Administrator Please help me get my check!!! Thank you!! They won't send it unless your agency gets involved. Sincerely, **** ***********

Desired Settlement: Please mail my check.

Business Response: Dear ** ****
We have received your correspondence regarding the above referenced case. However, you did not included a signed authorization form from ** *****. Therefore, we are unable to provide you with a copy of our response to ** **** dated December 1. 2015. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
** *****, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ***********, Monday through Friday from 8am to 6pm ET.
Sincerely
 **** *****

12/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I applied for a home mortgage loan last March 2015 with ******* ****** 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. ****** 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, **** ******, who is also with Suntrust. In her last email, she thanked me for the documents and promised she would contact Mr. ******. When I found that she had not contacted Mr. ******, 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. ******. She has had my credit report for five weeks. I still have not heard from the bank representative. I have heard nothing from Ms. ****** and she still has not contacted Mr. ******. 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 ** *******:
We have received and reviewed the correspondences that were forwarded to our office from the Consumer Financial Protection Bureau (CFPB) as the Better Business Bureau (BBB) 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 ** ***** ****, 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. ** **** also explained that ** **** **** 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 ************.
** ****, this information was also communicated to you by ** **** ****. Mortgage Escalations Specialist. If you have any questions regarding this letter, you may contact on Mortgage Escalations Resolution Team at **********, Monday through Friday from 8am to 6pm.
Sincerely,
***** *****

Consumer Response: Better Business Bureau:


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. 
It's true I am semi-retired and only work part time but with my salary and social security, I have never had a problem paying my bills.

The facts remain:
I will put more than 50% down on the home
With what I have in Money Market, stock, stock dividends, IRA's and other retirements, I could buy the home outright.
My total debt with credit cards, car, student loans, and equity line (my mortgage is paid for) is 61,000.  
Once I move, I will put up my current home for sale and will clear outright over 200,000.
I have never missed (or been late for) a payment in 40 years.
My FICO score is 817 (by my November **** credit card)

This offer was only made to appease.  It is unacceptable.    Several tellers at Suntrust Bank have informed me that Suntrust mortgage and Suntrust bank are two totally separate entities with different values and ethics.   This mortgage company needs to look at the way they allow their loan officers to communicate (or not) with people.  I was told several different stories about why I had to reapply, I was talked "down to" and Suntrust Mortgage made it abundantly clear that my business means nothing to them.  
It is a shame that Suntrust bank will suffer because of their affiliation with Suntrust mortgage.    I have been with Suntrust Bank for about 27 years and have been very pleased.   All my funds have been removed from my financial adviser and my money market account.  My checking account will be closed as soon as an automatic deposit clears at the end of this month.  As far as I am concerned, my future dealings with Suntrust have been permanently severed.

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


Regards,

***** ********



12/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I would say a reasonable explanation as to why this refinance was denied, but I am very confident there is no reasonable explanation. So I would either like the refinance to be completed, or the principal balance adjusted to reflect a $660 a month payment for the remainder of the loan.

Business Response: Dear ** ****
We have received your correspondence regarding the above referenced case. However, you did not included a signed authorization form from ** *****. Therefore, we are unable to provide you with a copy of our response to ** **** dated November 13. 2015. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
** *****, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ***********, Monday through Friday from 8am to 6pm ET.
Sincerely
 **** *****

Consumer Response: Better Business Bureau:

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

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

Regards,

**** ********



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

******* ****

12/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Property Addresses #1: *** ***** ** ***** ********* ** , ***** & Property Address #2: *** ***** ** ***** ******* ** ****** I am corresponding to you about an ongoing issue pertaining to my Suntrust mortgage loans, which were transferred over by Homestreet Mortgage in late 2014. These loans were not paid on for a few months following the transfer to Suntrust starting Oct 2014, due to a breakdown in communication. Suntrust did not have my updated address, as I was stationed overseas with the US Military and I had just relocated to Singapore and did not receive the transfer notices. Shortly afterwards I updated my address with Homestreet and still I was not told by Homestreet that the loans had been transfered. Meanwhile, my existing loans that stayed with Homestreet was being paid through auto-pay. Suntrust admits that mail was sent back to them. Additionally ,Homestreet normally communicated to me via emails, however the transfer notices were mailed and not emailed. Moreover, I received no emails from Suntrust either. Suntrust's customer service department had intially told me that they work to resolve such issues relating to military personel stationed overseas. So I sent Suntrust my military checkout papers, as well as proof that I had over $70,000 during the months the payments was not received. I wrote to their headquarters and also their credit bureau department but have been denied my request to remove the late payments from my credit report.

Desired Settlement: I am a disabled vet and due to these late payments I am currently finding it very difficult to find employment which requires a security clearance and a credit check . am requesting that the late payments be expunged from my credit report. Given that I have provided Suntrust with all the documentation that they requested and the fact that there is overwhelming proof that I was unaware of the transfer and was fully capable of paying the payments.

Business Response: Re: ****** ** ******** and *** *** 
BBB Case #: ******** 
Case Numbers: ******* and ******* 

·Dear Ms. *******: 

We received your correspondence regarding the above referenced case. However, 
you did not include a signed authorization form from Mr. ******** and Ms. ***. 
Therefore, we are unable to provide you with a copy of our response to Mr. ******** 
and Ms. *** dated November 24, 2015. Upon receipt of the signed authorization 
form, we will gladly share a copy of our response with your office. 

Ms . *******, 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***** 

12/1/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: BAIT AND SWITCH - I had just refinanced my mortgage with SunTrust Bank. During a routine point of contact where I was providing information in order for my new mortgage to auto-draft from my checking account, Relationship / Cross-Sell Specialist Asha S****** notified me that I was pre-approved for a $60k Equity Line of Credit. Upon a followup phone call, it was explained to me by Ms. S*****i that this $60k figure was the result of taking the value of my home from the recent appraisal ($271k) and subtracting it from the amount remaining on my mortgage (at the time, $211k). Based on this information, I proceeded to submit an application, spending several hours of my time and undergoing a hard credit inquiry. At this point, I was contacted by the underwriters, who had approved me for only $20k. Their explanation was that only 85% of the home's value was eligible. End result is that I got nothing, wasted a lot of time, and received a hard inquiry on my credit, reducing my score. My impression here is that the bank was hoping that I was desperate for cash and would settle for $20k. Once they learned that I was upset and was not going to accept their offer, they apologized profusely and promised to remove the hard inquiry from my credit files. Approx. one year later, I checked my credit, and the hard inquiries were still showing. I reached back out to the bank, and was told "sorry, but we actually cannot do anything about this."

Desired Settlement: I want a formal apology from a high ranking official and a list of steps they have taken to prevent this from happening to other customers. This should include an explanation for why I had to navigate this through the BBB instead of their management - I was told in my most recent call that there was nothing they could do and no one else within the organization who could help. I also want for the hard credit check to be immediately removed.

Business Response: Dear Ms. *******: 

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

Ms. *******, 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***** 

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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,

*********** ********



11/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: I would like to be reimbursed the late fee of $31.66 plus correct my credit report to not show any late payments for my mortgage.

Business Response: Dear ** ****
We have received your correspondence regarding the above referenced case. However, you did not included a signed authorization form from ** *****. Therefore, we are unable to provide you with a copy of our response to ** **** dated October 30. 2015. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
** *****, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ***********, Monday through Friday from 8am to 6pm ET.
Sincerely
 **** *****

11/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This mortgage company bought out my mortgage company... then tried to collect an additional two months of escrow. When I called to try to remedy the situation-- they said there was nothing they could do. They would rather see me go delinquent on the payment instead of working with me for a solution. Customer service representatives were rude and gave me the run around. When they were supposed to call back they didn't and did not show any concern until I asked for a payout to switch companies. They did put me in touch with a department that supposedly handled these "sensitive issues". But that department only placated me while speaking with them on the phone then sent a lengthy letter saying there is nothing they can do. When I finally called to get my escrow payout after receiving a letter saying my balance was $0.00-- the customer service representative was rude and condescending.

Desired Settlement: That the public know about their horrible procedures and unwillingness to work with people. And that their customer service is horrendous.

Business Response: Dear ** ****
We have received your correspondence regarding the above referenced case. However, you did not included a signed authorization form from ** *****. Therefore, we are unable to provide you with a copy of our response to ** **** dated October 29. 2015. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
** *****, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ***********, Monday through Friday from 8am to 6pm ET.
Sincerely
 **** *****

11/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We requested our private mortgage insurance be removed and it was denied even though we met the requirements that are stated on the letter mailed to us on August 24,2015.It states that we could mail in a check for $3,509.55 which would make the loan-to-value ratio 80% or we could have a Broker's Price Option completed and based on the value the PMI would be removed.We had a Broker's Price Option done on 9/29/2015 and the value came back at $254,000.As of 10/5/2015 the loan balance is $190,957.75 giving us a 75.2% loan-to-value which is less than 80%.The letter even states that the minimum age requirement may be waived if improvements have been made to the property and we have made major improvements.I provided documentation as well as pictures of the improvements.

Desired Settlement: To have the PMI removed from our mortgage loan.

Business Response: Dear ** and *** ***:
This letter is regarding the correspondence that was forwarded to or office from the Better Business Bureau (BBB) regarding the above referenced loan. We appreciate the opportunity to look into the issue raised and to provide a response to you.
Our records reflect that in August 2015, you submitted a request to remove the Private Mortgage Insurance (PMI). Our review of your file reflected that you were not eligible for the PMI deletion. On August 24, 2015, we provided you a list of the PMI Waiver Requirements based on your loan-value (LVT) of 81.5% at that time. In addition, you were informed that you could reduce your principal balance by submitting a check in the amount of $3,509.55 to equal a LTV ratio of 80%. However, if improvements have been made on the home that has significantly increased the values of we could order a Broker Price Option (BPO) to determine the new value. The cost of BPO was $105.00. However, since your account closed on June 30, 2014 and your loan was less than five years old, the LTV must be below 75% ratio. ***** is a copy of your PMI letters send to  you on August 24, 2015.
On September 25, 2015, we received a personal check (****) dated September 19, 2015 in the amount of $105.00 and the BPO was ordered. On September 29, 2105, we received the BPO that showed the property value was $254,000.00 and the LVT changed to 75.3% which was higher than the 75% ratio threshold for PMI cancellation. Thus, your PMI deletion request was denied.
On October 5, 2015, we sent you a letter and advised that we denied your request to delete PMI. You were informed that the combination of the current principal balance of $191.234.15 and the current property value of $254,000.00 resulted in a LTV ratio of 75.3% which did not meet the requirement of 75% or less. At that time, you were provided the option of making a principal payment of $734.15, which has not been received.
We suggest that after you make your December 2015 payment, that you resubmit another written request to delete the PMI. At that time, your principal balance may be reduced enough to delete the PMI. Please be advised you must also have a good payment history with no payments 60 or more days past due within two years and no payments 30 or more days past due within one year when you resubmit your written request to delete PMI.
If you have any questions regarding the servicing of your account, you may contact our Client Services Department at **********, Monday through Friday 8am to 8pm or Saturday from 9am to 3pm. If you have questions regarding this letter you may contact our Mortgage Escalations Resolution Team at ********** Monday through Friday from 8am to 6pm.
Sincerely,
***** *****

Consumer Response: Better Business Bureau:

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

When we received the letter there was nothing that stated having the BPO completed would change it to a LTV of 75% or less.As of 10/5 the actual LTV was 75.2%.It is unbelievable that your company will not remove the PMI over 0.2% when there where improvements done to the home that greatly increased it's value as well as our contract stated 80%LTV and even the front of the letter you sent stated it could be paid down to 80%.Nowhere did it say that the BPO would change those terms.Just a mention of age requirements with no mention as to when you request a BPO that it changes to these age requirement terms.The age requirement even sated it could be waived if improvements had been made and there have been a lot of improvements done.This letter is very misleading and I'm sure that we are not the only ones who have suffered due to the misleading wording of your letter.Banks act like they are suffering yet they are the ones who got bail out money from the government,not us.We have continued to pay our bills on time even through the recession and all we wanted was for the PMI to be removed since the value of our home has increased.In your response you state that after we make our Dec payment to submit another request to have our PMI removed but I feel that once we do there will be some other excuse as to why it can't be removed(such as the BPO is too old).So how  will we know that it will be approved for removal if we were willing to accept that as a resolution?

Regards,

******* ***




11/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We selected SunTrust for our mortgage because we were told we could recast our mortgage once the sale of our old home closed (which was under contract). We only had to pay 5% down and then after the closing we could recast with a lower principal amount and elimination of the mtg insurance. Since we were closing within 30-60 days on the sale of our home this was the option we selected. After the closing when we contact Suntrust to make arrangements to recast the loan we were told it could not be done for 6 months in order to have a loan history and that the mortgage insurance would have to be addressed by writing to another division and asking if it could be eliminated. These requirements were never disclosed at the time we applied for the mortgage and subsequently we filed a complaint, However we only got an apology for the misinformation and told per their policy we could not request a recast until Feb 2016. We can re-finance with another institution but this will require closing costs. We feel Suntrust should honor the promise to recast and waive the insurance as we were told at the time of application or else reimburse us for the cost of the additional interest and insurance and the closing costs for moving our loan.

Business Response: Dear ** and *** *****:
This letter is regarding to the correspondence that was forwarded to our office from the Better Business Bureau (BBB) 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 on September 11, 2015, we researched your concerns and provided the enclosed response. As indicated previously, your account would not be eligible for recast review until February 2016.
If you have any questions concerning the servicing of your account, please contact our Client Services Department at ********** Monday through Friday from 8am to 8pm or Saturday from 9am to 3pm.
If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolutions Team at **********, Monday through Friday from 8am to 6pm.
Sincerely,
***** *****

Consumer Response:

Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I received a call from SunTrust on 9/25 telling me to disregard the letter dated 9/24 and that we would be receiving new letters regarding a recast for November as well as information on what needed to be completed in order to eliminate the mortgage insurance.  As of today, I have not received those letters.  This proposal is acceptable but would like to receive the communications as soon as possible so that we can move ahead with the compromise that was offered

Regards,

***** *******




Business Response: Dear ** and **** *******:
This letter is regarding correspondence that was forward to our office from the Better Business Bureau *BBB) regarding my previous response dated September 24, 2015 for the above referenced loan. Thank you for allowing me the opportunity to once again respond to your concerns.
Under normal circumstances your account is not eligible for recast until February 2016. Thus, the letter you were provided dated September 24, 2015 was correct. However, we can request an exception from the investor as we have received the “Recorded’ Security Instrument from the **** *****, which is required.
Below are the recast instructions:
The December 1, 2015 payment is required prior to the receipt of your request to recast your account.
A written statement requesting a recast of your loan (a copy of the letter is not acceptable0, and a minimum of $5,000.00 principal curtailment in the form of a check or money order. We also need documentation showing the source of funds used to apply towards the principal curtailment.
This information must be received by our Special Loans Department no later than November 15, 2015. Please send the information to: ********************************************************************************,
Upon receipt of the requested recast information, we will prepare a Recast Modification Agreement for your signature (this agreement must be witnessed and notarized) and returned back within 15 days of when the Recast Modification Agreement was sent to you. Please understand these documents must be received prior to December 4, 2015 to ensure we have sufficient time to process your request for the new payment to be effective January 1, 2016 payment. Once the recast process is completed you will be notified.
As of the date of this letter, your account is not eligible for Private Mortgage Insurance (PMI) Deletions. On October 16, 2015, we mailed your the PMI deletion Requirements.
If you have any questions concerning the servicing of your account, please contact the Client Services Department at *** *** *** Monday through Friday from 8am to 8pm or Saturday from 9am to 3pm. If you have any questions regarding this letter, you may contact our Mortgage Escalation Resolution Team at ********** Monday through Friday from 8 am to 6pm
Sincerely,
**** ******

11/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On my previous mortgage with SunTrust which I refinanced to a new mortgage with SunTrust I had my sanitation taxes paid through my escrow. In my initial estimates of payments it was included to be escrowed but when it was time to close the loan it was left off. I made the inquire about why and I was instructed to just call in when I received the next bill and they would add it to the escrow payments. When the bill came in I call Suntrust Mortgage multiple time and spent hours on the phone attempting to get the bill paid. I was told multiple times that I would receive a call back from a supervisor and all the agent was able to do was put in a research request which takes around 3 weeks to complete. Finally I called and they paid the bill but it was late, I was assured that I would not be responsible for any late fees and it would be added to the escrow so I wouldnt have to go through the same battle in future years. I called today (10/13/15) after receiving an escrow analysis, my sanitation tax was not added and they had me pay the late fee. I was told by agent (******* *****) that there was nothing she could do, they paid the bill as a courtesy, I was responsible for the late fees and it would not be added for future payments. SunTrust mortgage customer service constantly says they will have a supervisor call you and they do not. I feel like I was lied to and deceived through the entire process. I would not recommend SunTrust to anyone as they do not appreciate loyal customers.

Desired Settlement: I want the late fee refunded to my escrow account and my sanitation bill added to my escrow for future payments.

Business Response: Dear ** ****
We have received your correspondence regarding the above referenced case. However, you did not included a signed authorization form from ** *****. Therefore, we are unable to provide you with a copy of our response to ** **** dated October 27 2015. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
** *****, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ***********, Monday through Friday from 8am to 6pm ET.
Sincerely
 **** *****

11/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: My desired outcome is that this situation be mitigated by Suntrust as I was informed by their workers that my home would not be re-assessed which is now causing me a financial hardship because I will have a shortage in my escrow account!

Business Response: Dear ** ****
We have received your correspondence regarding the above referenced case. However, you did not included a signed authorization form from ** *****. Therefore, we are unable to provide you with a copy of our response to ** **** dated October 27. 2015. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
** *****, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ***********, Monday through Friday from 8am to 6pm ET.
Sincerely
 **** *****

11/2/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We have been trying to refinance our mortgage with Suntrust Mortgage for 6 months. We started the process in mid-April with the hope of going to settlement no later than June 1. All requested paperwork was submitted and an appraisal was done almost immediately. Suntrust even transferred our Homeowners Policy from our current mortgage holder to Suntrust on May 26th. We asked for a mortgage amount of $165,000 that would pay off the first mortgage, the home equity line of credit, and our credit cards at settlement. We also requested to keep the line of credit open. (We only owe $21,000 on our home that appraises for $720,000; $29,000 on credit cards; $112,000 on a home equity line of credit.) After multiple inquiries week after week, Suntrust still has been unable to process this refinance. Their reason is that they contract out the processing of the loan, new government regulations, and that they have a new computer system. The delay seems to be more attributed to a very poorly managed process. We were requested to provide the same documents multiple times over the course of this 6 months because they couldn’t locate them. The paperwork seemed to move back and forth from one office to another. Suntrust has also run so many credit inquiries, that our credit score has been lowered. The delay in this process has cost us over $7,300 that would not have been incurred had we gone to settlement in a reasonable time. (This amount includes the $900 reduction in our mortgage each month that we would have realized through the refinance, as well as approximately $950 in interest charges each month that we would not have incurred had we refinanced in June.) If we don’t go to settlement by Oct 1, we will incur another $1850 in expenses. Each week/month I am told that “it will be soon". Not only has this delay cost us a tremendous amount of money, but it also has inhibited our ability to make some major life decisions.

Desired Settlement: We would like Suntrust to compensate us for the costs we have incurred due to their inability to deliver us this mortgage in a reasonable amount of time. We also would like Suntrust to pay our closing costs, if and when we get to settlement.

Business Response: See attached

Business Response: Dear ** *****:
This letter is regarding the correspondence that was forwarded to our office from the Better Business Bureau (BBB) regarding the above referenced loan. We appreciate the opportunity to look into the issue raised and to provide a response to you.
We strive to provide our clients with efficient and accurate service. Please accept our sincere apologies for the delay that occurred in the closing of your loan. We are pleased that your loan successfully closed on October 5, 2015. ** *****, welcome to SunTrust.
As a good will gesture, on October 5, 2015 we refunded your **** card ending in &&&& the appraisal fee in the amount of $475. We also ****** SunTrust Mortgage, Inc. (SunTrust) check ******* in the amount of $675, which represents the processing fee of $625 and an additional fee of $50.
In the future if you have questions about the servicing of your loan, please contact our Client Services Department at **********, Monday through Friday from 8am to 8pm or Saturday from 9am to 3pm. If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team ar **********, Monday through Friday from 8am to 6pm.

Consumer Response: Better Business Bureau:

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

We have accepted the “good will gesture” provided to us by SunTrust.  Unfortunately, this does not come close to compensating us for the cost for the delay in this refinance process.  As stated in the original complaint, we were to have gone to settlement and closed on this loan by June 1, 2015.  We did not go to settlement until October 5, 2015.  The delay in this process cost us over $7,300 that would not have been incurred had we gone to settlement in a reasonable time.  During this process, SunTrust also reduced the amount of our Home Equity Line of credit.  We would like our Home Equity Line of Credit restored to what it was before this process and would like to be compensated for the cost of the delay.


Regards,

*** ********



10/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: We would like SunTrust to correct our credit report and stop calling us and sending letters regarding foreclosure.

Business Response: Dear ** *** ** *****:
This letter is regarding the correspondence that was forwarded to our office from the Better Business Bureau (BBB) in reference to the above referenced loan. We appreciate the opportunity to look in the issue raised and to provide a response to you.
Our records reflect that on July 2, 2015, SunTrust Mortgage, Inc. acquired your account from ****** ***** *****. On July 13, 2015, we received and posted 41,961.85 as your July 1, 2015 payment. On July 21, 2015, we processed your request to setup the account on our automatic drafting program, ******. The ******* letter was sent to you informing you that the draft would begin with the September 1, 2015 payment. Because you elected nine delay days, your payment would be drafted on the 10th business day of the month.
We did not receive a payment in August 2015, thus we began to generate letters offering loss mitigation assistance and collective calls advising you the account was in default. On September 12, 2015, you authorized a ****** draft in the amount of #3,923.70 for the August and September 2015 payments. Please be advised that although you August 2015 payment was late, you were not assessed a late fee. On October 13, 2015, we received and posted 41,961.85 as your October 1, 2015 payment. As of the date of this letter, the next payment is due on November 1, 2015, which will be drafted on November 10, 2015.
We reviewed the credit reporting to the three major credit agencies (*******, *****, and *******) and determined that the file was reported 30 days past due in September 2015. We submitted an update to the credit reporting agencies to remove the delinquent reporting. Although we furnish the information to the credit reporting agencies, SunTrust Mortgage, Inc. does not have control over the length of time it takes for the correction to be processed. If you have any questions regarding the reporting, please contact the credit reporting agencies *****, ******, and ********.
If you have any questions regarding the servicing of your account, you may contact our Client Services Department at **********, Monday through Friday from 8am to 8pm or Saturday 9am to 3pm. If you have any questions regarding this letter you may contact our Mortgage Escalations Resolution team at **********, Monday through Friday from 8am to 6pm.
Sincerely,
***** *******

10/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 ** *****
We have received and reviewed the correspondence that was forwarded to our office from the  Better Business Bureau (BBB) 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 ***** 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 ******. 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 ** ***** **** ****, Mortgage Escalations Specialist and ** ***** ******, 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 * ***** **** *** ** ***** * *****. 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 ******* 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.
** *****, 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: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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 BBB, 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 BBB 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 BBB 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 BBB. When a company hears the name BBB, 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.



10/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filled out a mortgage application with Suntrust on August 2nd, 2015 with officer ****** ******. I provided him with paper copies of all documentation and told him I work part time with and make 40K + (had all the pay stubs available ). The refinance amount I was requesting was $108,000. I paid the appraisal and was told to just wait. Thats is when my whole ordeal with Suntrust ensued. I got a letter from IRS showing where ****** has sent my tax request in with the wrong zip code and they would not provide Suntrust my tax info. On my loan application he input all my information incorrectly but ensured me that did not matter too much. At this point I get a call from **** ****** notify me that she will be taking care of my loan. After that one phone call dead silence from ****** and ****. A month later I decided to contact **** to check the progress of the loan but no reply. I tried contacting her by email, phone, left a message but nothing. I called the office in which **** works and the employee that answered said she is right here next to me let me hand her the phone. That employee comes back and tells me that she is unavailable to speak because she is training. I was furious at this point. Fast forward another 20 days still no contact from ****** or ****. I contacted their manager who forced ****** to give me a call and he informs me that because I work part time its a problem (should have told me this during the application process).Then he tells me that my debt to income is too high (my debt is 5000 student loan and $7000 on my car).Turns out Suntrust underwriting averaged my income wrong .2 months in they got everything from my zip code to my income to my employment status wrong and worst of all there is no communication.Finally a manager gets involved and request my college diploma and a number to send a employment verification sheet too. One week later I get a letter that my loan is denied but no disclosure of numbers they used. Stay clear of Suntrust.

Desired Settlement: I would like the $462.50 back that I paid because of the incompetence shown by the suntrust employees. They butchered this whole process by making critical mistakes in my income calculations and failing to disclose information up front. The original loan officer put in incorrect information in my application, the underwriting department calculated my income wrong and communication was non existent. They waited to tell me the rules about part time employment after I paid and waited 50 days. Only means of communication was through email. It was easier for them to send me a denial letter than actually work on this loan.This whole process was a nightmare and I demand the refund as fast as possible. Suntrust showed that they truly do not care about individuals and profit is the only thing that matters.

Business Response: Dear ** ****
We have received your correspondence regarding the above referenced case. However, you did not included a signed authorization form from ** *****. Therefore, we are unable to provide you with a copy of our response to ** **** dated October 16. 2015. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
** *****, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ***********, Monday through Friday from 8am to 6pm ET.
Sincerely
 **** *****

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

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,

***** ******


10/16/2015 Problems with Product/Service | Complaint Details Unavailable
10/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We recently refinanced and our mortgage was sold to Suntrust Mortgage. While their website is difficult to navigate I figured out how to request a bi-weekly payment plan. They sent me the paperwork and I mailed it in roughly around August 21st. The paperwork gave an option to choose a starting day for the funds to be drafted. I chose the first Monday of the month, meaning September 7th, without thinking that was a banking holiday. I called on September 8th and they had not yet received my paperwork. I asked if that meant that the payments would be drafted the first Monday of the following month, meaning October, she said probably but she couldn't be clear since they had yet to receive my paperwork. She could see in her system that some mail had been received but it had not yet been processed. On the morning of September 15th still no money had been drafted and I made a rather large payment to a creditor. The morning of the 16th I checked my account to discover that they did withdraw over $600 from my account causing $36 in overdraft fees and requiring me to place stop-payments on other bill pays. I complained they did this without prior notification. They stated that they mailed me a letter on the 11th, to which I have not received yet and it is now the 23rd. Either way, mailing a letter on a Friday for funds to be drafted on the following Monday is insufficient notice. Especially after I was assured on the 8th that nothing had been set up yet. They say they were basing the withdrawal date of the 14th on my request to start the 7th. I say that the woman on the phone conversation dated the 8th promised me ample notification and none was given.

Desired Settlement: I would like them to reimburse me for the $36 overdraft fees we incurred.

Business Response: Dear Ms. *****:

We received your correspondence regarding the above referenced case. However,
you did not include a signed authorization form from Mrs. **********. Therefore,
we are unable to provide you with a copy of our response to Mrs. ********** dated
October 2 2015. Upon receipt of the signed authorization form, we will gladly share
a copy of our response with your office.
Ms *****, if you have any questions regarding this letter. you may contact our
Mortgage Escalations Resolution Team at ************* Monday through Friday
from 8 a.m. to 6 p.m., ET.
Sincerely,
*******

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

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: complaints@richmond.bbb.org.

Regards,




*** ***** ****** from Suntrust has contacted me and state that a check would be mailed today 10/05/15 for the $36 overdraft fees I incurred. Since this was the exact resolution I desired I am willing to drop the case. 
If there is anything else you need from me please call *************
Thank you,
**** ** **********

10/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: BBB: I am writing to you with great concerns regarding a Mortgage Company called, SunTrust Mortgage. Three years ago, I had purchased my first home in Sioux Falls, SD. Purchased through **** ******* ****, Sioux Falls, SD. Within three months of purchase, Home Federal sold my loan to SunTrust Mortgage out of Virginia Approximately, one and a half years later, I was laid off from full time employment. I am now working part-time, but it barely keeps my finances afloat. I started working with SunTrust Mrg. approximately three months ago. When I started working with them, I was not yet late on a monthly mortgage payment. I have been trying so hard to prevent any late, or no monthly payment at all. I have tried sending County vouchers, etc., but the mortgage company does not accept them as part of the payment. Last Thursday, August 27, 2015, I had a phone conversation with ***** Thorpe from SunTrust Mrg. **************, option 2. ***** explained that there was nothing the Mortgage Company could do to help me keep my Condo. Foreclosure or short sale was the only way to go. She then proceeded to explain to me that I need to get to the lowest point of my life, before good things will happen. ***** did not have the legal right to say this to me. She does not know me personally. How does she know what I have been through in life? If she had known me as a person, she would not have made such an awful, offensive statement. She then proceeded in asking me if I believe in God? If I have a Church that I attend, etc. Again, un-professional, offensive, prejudice and illegal. She then provided me with a phone number of a business called "Hope Now/Green Path". I spoke with a girl named, **. She then proceeded to ask me what race am I and what was my Mom's maiden name. I know for a fact, that under no circumstance, does a business, nor an employer, have the right to ask a person's, race, ethnic background, religious background

Desired Settlement: These kind of questions are illegal, un-ethnical, un-professional, prejudice and offensive. I had also received a *** ** letter from SunTrust stating the fact that an Inspector would be coming to my home and that foreclosure would happen if I did not short sale my Condo. At the time of this letter, I had just become 2 months behind in my mortgage payment. I had previously been told that no one from SunTrust could harass me until my paper work had been completed and that I had been notified as to if SunTrust could help me with a new loan to help me keep my Condo. It should never matter what one's religious beliefs are, under no circumstance! After all, sAfter all, some religious beliefs are border line cults. This is supposed to be a professional mortgage company. In fact, these kinds of statements, are almost border line bullying. ***** **** ************ **************** **** * ***** ***** ***** ****** ** ***** ***** ****** ********** ********** ** *** ***** *******

Business Response: Dear ** ****:
This letter is in response to your correspondence dated August 25, 2015 and the correspondence that was forwarded to our office from the Better Business Bureau (BBB) regarding the above referenced loan. We appreciate the opportunity to look into the issue raised and to provide a response to you.
At SunTrust Mortgage, Inc. we work hard to provide exceptional service to each and every client and regret any instance when we fall short of this goal. It is particularly helpful when our clients let us know when they have experienced a problem or are unhappy with the service provided. Please be assured that your comments about your experienced have been shared with the appropriate management areas for review.
Our records reflect that on June 17, 2015 your loan was activated in loss mitigations to be reviewed for payment assistance. In reviewing your account for retention options, we evaluate the financial information to determine if you can afford the monthly payments. We based our decisions on the requirements of the investor and the programs available. The enclosed Evaluations Notice indicated that we could not assist you with retention options because you have insufficient income; therefore, we were unable to accomplish an affordable payment amount. However, we did approve you for a liquidation option which was a conditional short sale. If you should have any questions concerning the loss mitigation process, please contact your home preservation Client representatives (HPCR) ***** **** at **********, extension ***** Monday through Friday 8 a.m to 5 P.m or you can press the options to speak with a back-up should ** **** not be available as the department is open Monday through Friday 8 a.m to 10 p.m and Saturday from 9 a.m to 3 p.m. ET.
Your file reflects that you are receiving payment assistance through ****** ***** with the principal and interest portion of your payment in the amount of $458.19 and you are required to cover the escrow portion of your payment in the amount of $239.33.
You are required to pay the full contractual amount of $697.52 by check, cashier check, money order, case at a SunTrust Branch, or an electronic payment.
On August 10, 2015, you were sent the ***** breach letter informing you the account was due for the July and August 2015 payments. The total amount due was $1,422.94. Because the loan was delinquent, you were informed that a property inspection was ordered to ensure the property was not vacant or abandoned. The property inspection was completed on September 1, 2015. On September 14, 2015, your account was assessed a property inspection fee in the amount of $20.00.
As a courtesy, on September 4, 2015 we waived a late fee in the amount of $27.90. ON September 10, 2015 we received and posted $1,422.94 as the July and August 2015 payments of $597.52 and $27.90 to a late fee. As of the date of this letter your account is due for the September 1, 2015 monthly mortgage payment in the amount if $697.52. if you have any questions, regarding the servicing of your account, please contact the Client Service Department at ********** Monday through Friday from 8am to 8pm or Saturday from 9am to 3pm.
If you have any questions regarding this letter you may contact our Mortgage Escalations Resolution Team at ********* Monday through Friday from 8am to 6pm.
Sincerely,
***** ****

Consumer Response:

The attached response from SunTrust in unsatisfactory. 
A few months ago I had inquired  on any assistance that they may provide me in helping me to lower my monthly mortgage due to my part time job status causing my financial difficulties.  
They did nothing to help me.  There solution was letting me know that I do not make enough to comfortably pay my monthly mortgage.  I realize this.  I would not need their assistance if I were not financially suffering at this time.    
I had failed to pay my one and only July mortgage due July 17, 2015.  A letter was sent to me from SunTrust dated August 10, 2015, stating the fact that they would be sending a inspector to my home and that my  only options were to short sale or foreclosure.    Not only did they not go above and beyond to help me (after months of my stressing to them to please help me keep my condo) but they went above and beyond to  harass me.  
Do all Mortgage companies threaten foreclosures on their customers when less than two weeks late on a Mortgage?    
When I had first started working with SunTrust, why did they not tell me they would not help me?   They new my situation from the first time I had ever spoke with them. 
 
1.  July 17, 2015 mortgage due    
2.  August 10, 2015  letter dated and sent to me from SunTrust threating me with an inspector   
Not to mention SunTrust not apologizing to me regarding the Un-professional and prejudice way they went about assisting me...
Never should it be allowed to prejudice a person on their sex, religious beliefs or past or present hard-ships.   
Please forward this to SunTrust.
Thank You
***** ****

9/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is in regards to multiple emails that I sent and SunTrust Mortgage's extremely slow / poor response to my request to remove Private Mortgage Insurance on my loan. As per my discussions with my agent, when I took my mortgage loan with HomeStreet Bank, the PMI would be waived when the Loan to Value (LTV) reaches 80% without any special payments such as an appraisal’s fee. 18 months back, the loan moved to SunTrust Mortgage from HomeStreet Bank. When I requested Homestreet to remove the PMI, they transferred me to SunTrust. However SunTrust has been extremely difficult to work with in this case. When I asked them, they said they would escalate to their PMI department and after a few days I would get a letter with the process, completely ignoring my request and the commitment with Homestreet. I tried a few times speaking to their associates on phone, I was then asked to raise an email in my Loan account online which I did again and again I was sent the same letter to process the PMI removal through their normal means by paying a Appraisal fee of $550, still not guaranteeing PMI removal despite my property appraising by much more that the 80% LTV. I pay $160 per month and even if I count that for a year, I have ended up paying more than ~$1800 in just the back and forth of communication.

Desired Settlement: I request that the appraisal be waived and PMI removed.

Business Response: Dear ** ****
We have received your correspondence regarding the above referenced case. However, you did not included a signed authorization form from ** *****. Therefore, we are unable to provide you with a copy of our response to ** **** dated September 10. 2015. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
** *****, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ***********, Monday through Friday from 8am to 6pm ET.
Sincerely
 **** *****

9/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Our mortgage was just bought by SunTrust a month ago. We had been a full month ahead on our payments and were paying bi-weekly. All of this information has been sent to SunTrust from our last mortgage lender, **********. However, none of this information has been applied to our account. The account transfer to Sun Trust was made in the middle of a billing cycle (July 15, 2015). At the point of transfer Sun Trust required us to pay a full payment to meet July's due date, which had already been met with the previous lender. Additionally, we were told that the full August payment was due August 1. Fortunately we had an extra payday that month and were able to meet the July deadline. We resumed bi-weekly payments in August only to have our half-payment check "held in suspense until the full payment amount has been received." This means we are charged a full month's interest even though half of the interest should be removed due to the bi-weekly mortgage payment. Furthermore, SunTrust does clear the check, so it sits in their hands earning interest for them, instead of paying off half of a month of our loan's interest. On July 29th while talking with Sun Trust customer service and ***** ***** (our previous lender) about the service disputes on a three-way call, we were told the information from our former lender had been sent via fax in to Sun Trust's "Research Department". We were told by Sun Trust that "customer service was not able to transfer our call to said department for us to follow up",and they themselves "couldn't talk to the Research Department to clear up the issue." We were told on August 15th that we can update our account to allow bi-weekly payment, but that we'd have to pay two months ahead of schedule to start that cycle. This is brute force against the consumer. This is intentionally not giving the customer options to pay off debt in a reasonable fashion.This is disregarding the facts for their own benefit. If this isn't extortion, it's at least theft

Desired Settlement: SunTrust shall acknowledge the pay schedule from the previous lender and note that our account is ahead of schedule. Furthermore, SunTrust shall apply any amount of money at any frequency directly and immediately to the account in question. If this requires a flip of a setting on the account, so be it. As long as the contractual "full amount" is paid by the next due date, no fees or early payments should be required.

Business Response: Dear ** ****
We have received your correspondence regarding the above referenced case. However, you did not included a signed authorization form from ** *****. Therefore, we are unable to provide you with a copy of our response to ** **** dated September 11. 2015. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
** *****, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ***********, Monday through Friday from 8am to 6pm ET.
Sincerely
 **** *****

9/17/2015 Problems with Product/Service
9/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Its is now more than 80 days since I initiated a refinance of my home with SunTrust - with whom I currently have the mortgage on the home I'm refinancing. Stellar credit scores, perfect customer history with them, greater than 50% LTV,etc. Simple refi for the final 10 years on my mortgage. Easy right? Why does it take 60 days to close for the above conditions with your existing lender to begin with? Don't know, but they had the best rate and I was lead to believe no issues. Proactive communication very poor after initial processing. As 60 lock window approached, still little planning information. Just a note in their system that my window had been extended due to processing delays. No offers of compensation for the lost value I experience each day I wait for this to close. I ask questions, I don't get answers. I ask for escalation, I don't get that either. Ridiculously poor communication and service. I've initiated a loan with a different lender and we'll see who closes first.

Desired Settlement: I expect a call from supervision when I ask for it. I expect 2 weeks advance notice of closing to see if I can accommodate since I travel frequently on business. I expect my quoted rate will not rise past my original quote, regardless how long it takes SunTrust to close. I expect monetary compensation for the lost value to me for each day past the 60 day closing window for this refinance. I expect SunTrust to pay for another appraisal should the one they forced me to pay up front expire. I expect to be treated like a valued current and future customer.

Business Response: Dear ** ****
We have received your correspondence regarding the above referenced case. However, you did not included a signed authorization form from ** *****. Therefore, we are unable to provide you with a copy of our response to ** **** dated September 4. 2015. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
** *****, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ***********, Monday through Friday from 8am to 6pm ET.
Sincerely
 **** *****

9/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We were forced by Suntrust Mortgage Company to short sale our home in Bend, Oregon in 2009. We attempted to work with Suntrust Mortgage company on solutions such as re financing but since the home was no longer our primary residence, my husband had been offered a pastoral job in another state, they would not work with us. In 2009 the housing market crashed so there was a flood of rentals in Bend. This meant that our family home that had a mortgage of $1700/month was now only able to rent for $500. Then my husband was laid off from his pastoral position leaving our family of three at the time with no income and no home to return too. We had remodeled this home and put more than 90,000$ of upgrades and work into the property. It was at that point that we had to short sale our family home, like so many others, and lost everything. In addition to losing our home, for the past six years Suntrust has our short sale listed on our credit report as a forclosure. We were informed about class action lawsuits against Suntrust but were unable to participate because we had short saled vs forclosed on the property. This inaccurate information listed on the credit report by Suntrust, has inhibited our families ability to obtain credit and potentially to purchase new property so that our family of four can rebuild our home. Once again, in attempting to work with them on updating this information from a forclosure to a short sale we were told by Suntrust employees in their short sale/credit dispute department that "they cannot modify the information on the credit report and that they have the right to keep the short sale information on our credit report for ten years."

Desired Settlement: We would like the our credit report adjusted to state short sale versus forclosure and if possible havethe short sale removed completely from the report

Business Response: Dear ** ****
We have received your correspondence regarding the above referenced case. However, you did not included a signed authorization form from ** *****. Therefore, we are unable to provide you with a copy of our response to ** **** dated September 3. 2015. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
** *****, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ***********, Monday through Friday from 8am to 6pm ET.
Sincerely
 **** *****

8/26/2015 Problems with Product/Service
8/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: SunTrust Mortgage's Title Department ran a title search which showed that there is a lien on Ms. ******* property which does not belong to it or to her. Title department uses a middleman to communicate to Ms. ***** and does not reveal the results of their erroneous title search. They force Ms. ***** to correct their mistake and take the cloud off the title. The question is: how can you take off a non-existing cloud?! In fact, the "lien" was recorded at **** ******* ******* against a different person with the same last name but a different first name.

Desired Settlement: Title department shall admit their mistake, run another title search and admit that there is no lien on the property.

Business Response: Dear ** ****
We have received your correspondence regarding the above referenced case. However, you did not included a signed authorization form from ** *****. Therefore, we are unable to provide you with a copy of our response to ** **** dated August 13 2015. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
** *****, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ***********, Monday through Friday from 8am to 6pm ET.
Sincerely
 **** *****

8/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been sending my mortgage to Suntrust Mortgage by way of automatic draft from my **** account since March 2013 just prior to my deployment. Now since May 2015 I am getting harassed by Suntrust that the payment isn't there. After numerous phones calls and a fax of the check they locate the check. However the same thin happens every month. Right now I am delinquent (according to Suntrust) for June and July payment. **** has stated nothing hasn't changed with the method in which they send the payment. Please ask Suntrudt to figure out what they are doing wrong and refer to the research back in May when the payment was located. I am currently relocating on military orders and can not do their job for them. My obligation of this contract in which I entered is to provide payment to Suntrust on a monthly basis. I have kept my end of the deal. It is not my duty or responsibility to figure out why and where the payment went. I will notify Suntrust If changes are made by me and I expect them to do the same. Suntrust also insured me that this wouldn't affect my credit. They lied. It is in my credit report and I would like to have it removed immediately. They have so sent out a foreclosure on my home which I would like rescinded.

Desired Settlement: Request that Suntrust do the research independent of me doing their job and find my payment. Remove all late payments from my credit report and remove pending foreclosure on my property.

Business Response: Dear ** *** *** ****
We have received and reviewed the correspondence that was forwarded to our office from the Better Business Bureau (BBB) regarding the above referenced loan. We appreciate the opportunity to look into the issue raised and to provide a response to you.
Our research revealed that your online bill payer referenced a closed loan number on the payment check instead of the current mortgage loan number. This, the payments for June and July 2015 were returned to you. As discussed, we placed stop payments on checks ****** and ***** each in the amount of $1,000.00 the funds were applied to your current mortgage loan as the June and July 2015 month payments each in the amount of $964.25 with a principal curtailment of $71.50.
The late fees assessed for the June and July 2015 payments were waived on July 28, 2015. Additionally we have submitted an  updated to the affected credit bureau(s) which will remove the assicated negative information from your credit report for the July 6, 2015 reporting.
Your request to set up SurePay, our automatic drafting program, was received and established effective with the September 1, 2015 monthly payment.
** *** ** **** if you have an questions regarding the servicing of the loan you may contact our Client Service Department at **********, Monday through Friday from 8am to 8pm and Saturday from 9am to 3pm.
If you have any questions regarding this letter, you may contact our Mortgage Escalations resolution Team at *********, Monday through Friday from 8am to 6pm
Sincerely
***** *****

8/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sustained damage to my home after a Hail Storm. My insurance co **** issued a check to me immediately which was made out to Myself and ******** ********* I sent them the check NEXT DAY on August 6, 2015. I also requested a claim package be sent to me. They have not sent it. They said they would fax it. Finally on August 11, 2015 they faxed the two pages. I immediately completed the forms and faxed them back. Now they say they don't have them. They refuse to accept an email with a PDF for the forms. In the mean time it continues to rain here in El Paso. I have $34,000 in roof damage and continue to sustain more damage because I cant find a contractor to do the work until we have money in hand. PLEASE send me the check so I can start repairs.

Desired Settlement: Send me the insurance money.

Consumer Response: After delay and issues with customer service he received the check.

8/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: DesiredSettlementID: Refund I need them to give money back or ill have to get a lawyer.

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

8/7/2015 Problems with Product/Service | Complaint Details Unavailable
8/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used the ATM at this branch on Saturday June 27 2015 to get a cash withdrawl The ATM malfunctioned and did not dispense the amount of cash I requested.Though my account was debitted in the amount requested.I went into the bank on Tuesday June 30 2015 spoke to the Branch manager and she told me to contact my card issuer , which I did.She also told me that the ATM would not be audited until Wendsdayit is now Friday and still the money has not been credited to my account. Banking laws state that all bank descrespencies must be acknowledged and corrected within 72 hours of reported descrepencies.

Desired Settlement: DesiredSettlementID: Refund I wished to be compensated for the bank not correcting the mistake.This is not a mistake by me, and the bank should be held accountablefor the ATM transactions.

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

Consumer Response: Better Business Bureau:

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


SunTrust represenative was un able to assit me regarding my complaint, since I am not an account holder of this bank. So this means

that if a non account holder uses the bank ATM they are assuming all risk of transaction. 

Regards,

***** *********




7/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: Refund costs associated with application process.

Business Response: Re **** **** **** BBB Case *******
We have responded to ** ***** by letter on July 15, 2015. If you have any questions about our response, please contact ** *****.
Sincerely,
**** ******

Consumer Response: Better Business Bureau:

 The businesses fail to address my complaint.   They claim that they did not receive a release form. I submitted the release form a day after I received the request in the mail around July 1st.   I will locate a copy that I sent and resend it today. This matter remains unsettled.

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

Regards,

***** ******




Business Response: We have received and reviewed the correspondence that was forwarded to our office from the Better Business Bureau (BBB) regarding the above referenced 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 in the ***** response dated June 8, 2015. Unfortunately we were unable to approve the loan after review of the verified and documented financial information.  The change in the Truth in Lending was due to the change in the loan to value ratio. The original lock was estimated at a 58% loan-to-value; however, when the appraised value came in the loan-to-value changed to 70%; therefore, causing the rate to adjust.
As indicated previously, we decline you request for refund of the upfront fees paid as the services have already been provided. We offered to transfer the appraisal to the new lender; however, our office was rejected by the new lender.
** *****, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at *** *** ****

7/29/2015 Problems with Product/Service | Complaint Details Unavailable
7/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: Business must close the escrow account and refund our money we paid for escrow almost a year and the money we paid for so-called escrow shortage.

Business Response: We have received and reviewed the correspondence that was forwarded to our office from the Better Business Bureau (BBB) regarding the above referenced loan. We appreciate the opportunity to look into the issue raised and to provide a response to you.
Our records indicate that we recently reviewed your concerns and responded to you in the enclosed letter dated Jun 19, 2015. Since then, the escrow account has been deleted. As you are aware, the escrow account balance was zero and there were no funds to be refunded. The new monthly payment is $1,285.15 effective with the July 1, 2015 payment.
Please note that timely payments are required for all future insurance as well as tax payments. Should we have to establish the escrow account due to untimely payments, it will remain for the life of the loan.
** **** if you have any questions regarding the servicing of the loan, you may contact our client Services Department at *********, Monday through Friday from 8am to 8pm and Saturday from 9am to 3pm. If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at **********, Monday through Friday from 8am to 6pm.

7/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had mortgage with Suntrust and house was foreclosed in 2010. We are now applying for new mortgage loan. Mortgage officer tells me that credit information lists foreclosure was in 2013. Called on 6/9/2015 to ask that Suntrust send me a letter stating that the foreclosure was in 2010 and that we no longer have an account with Suntrust. Called again on 6/20, 6/23/and 6/24 with no results. Only said they are "investigating". Called Georgia Attorney General's office on 6/24 to complain about erroneous information on credit reports and lack of timely response for mortgage application. ******* * ********** ******* * ****************** *** **** * *******

Desired Settlement: Immediate (within 24 hours) letter faxed or emailed to me stating that the Suntrust foreclosure was in 2010, not 2013 and we do not have an account or balance with Suntrust. Correction to credit reports to follow as soon as possible.

Business Response: Dear ** ****
We have received your correspondence regarding the above referenced case. However, you did not included a signed authorization form from ** *****. Therefore, we are unable to provide you with a copy of our response to ** **** dated July 8. 2015. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
** *****, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ***********, Monday through Friday from 8am to 6pm ET.
Sincerely

7/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 Better Business Bureau (BBB) 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 ******** ****** on November 6, 2014. The homeowners’ insurance renewal premium was due in December 2014. Unfortunately, the premium was not paid by ****** ****** 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 **** **** ***** was paid in the amount of $1,117.30.
** ****, 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 *** *** ***, 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 *** *** **** Monday through Friday from 8am to 6pm ET.
Sincerely,
*** ***** 

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

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,

******* ****



7/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: All the issues started back in January 2015 when my monthly payment was reduced to $1,186.36 and my self and my husband called three times to make sure this payment was correct since our normal payment was $1,332.79 per month to cover principal, interest, insurance, and taxes. All three-customer representatives said not to worry about it that the new monthly payment of $1186.36 per month was going to cover all. Six months later we received a letter notifying us that the new monthly payment was going to be $1,580.21 starting July 2015 or I could pay the shortage in our escrow account in the amount of $1997.19 to the escrow account and the new monthly payment was going to be $1,413.78. We contacted the customer servicer again and the person who we spoke in the phone besides being rude and unprofessional he didn’t understand the questions we were asking neither he could provide an answer to what we were asking. He started to scream back and got very frustrated with us stating we didn’t understand what he was saying. We requested to talk to a manager and then he made a very inappropriate question as far us if we were able to talk to him because he only spoke English and no Spanish. I immediately got upset and demanded for him to transfer my call since he couldn’t get over his frustration and could understand our question. He transfers our call and we spoke with ***** ****** the manager in duty. We asked the same questions and he could not provide straightforward answers to understand the reasoning behind the increase besides the escrow shortage. Our questions were: Why is my monthly payment reducing six months ago if you knew that we were short in escrow? For six months us paying $1186.59 gives me a total shortage of $878.58 for this period of time if we take in account my regular payment was $1,332.79? Then he said we send a check from your escrow account a little over $700. I asked him when was this done because we received nothing. Then he checked according to him those funds were never sent because we didn’t have enough money in escrow. Then I asked the manager how could his representative who manages our account couldn’t figure this out and mismanage the account. And instead of balancing the monthly payment to where we didn’t have to see so many mistakes they continue to be incapable to managing the account and complete simple math work to come up with a stable monthly payment. ***** ****** offered to stabilize our payment to $1,496.99 for 24 months to bring the escrow account where it needed to be to pay taxes and insurance. Then he stated when SunTrust purchase the account they didn’t know that our monthly payment included taxes and insurance. That the person who did our refinancing didn’t do a good estimate or our payment and even if we had sing documents that for 20 years our monthly payment was going to be $1,332.79 it could change at any time. We explain we understood that it would only change if taxes were increased. In this case ***** ****** said that our taxes didn’t increase the only error was that they were short in funds for escrow to pay the taxes and insurance. He run numbers of the balance in the escrow account which I explain I needed that in paper but besides that didn’t explain what we needed to know. I needed a clear explanation why was our payment going to go up if I was to pay the shortage in the escrow account if taxes had not increase. He then went back to explain the balances in escrow that again didn’t provide me with a clear answer to our questions. We settle to agree on the monthly payment he had offer to us of $1,496.00 for 24 months. Then shortly after we received another statement stating that our monthly payment was going to be $1,580.21 and the new shortage in the escrow account was $2,547.21. This time the shortage in the escrow account was higher then the last statement. We called again and spoke with a customer services representative who again could not explain anything or do simple math to verify the account monthly payment and the and why the balance of the escrow was different now. We struggle to get any explanation with the customer representative we spoke. Then we asked him to transfer us to the manager ***** ****** the representative gave us the run around and seem like he didn’t want to transfer our call with him until my husband got upset and yelled at him that since he couldn’t give us an answer and the new monthly we demanded to speak with the manager unless ***** was not available to transfer us to another manager. Then he hesitated to transfer the call. Once my husband got ***** on the line he started to explain the issues we were having again. After a long argument on the phone and explaining that since last time we spoke we were not happy with this explanation and we had to drive to the our local county office to find out if our taxes has increase. And they explain that they didn’t since the lender took very long to process a review of the new tax payment amount that could of explain why were short. She confirmed they received payment from SunTrust shortly after they purchase the loan since the previous lender was supposed to send another payment of about $700 dollars. And provided us with a copy of the new amount of taxes we had to pay. And we did our math and came with the partial agreement on the increase but still didn’t make full sense. We had to make a meeting with the broker who completed our refinancing to see if it was a true mistake of the estimated monthly payment when we sing our refinancing. She showed us documents with the previous taxes amount we were paying versus new tax amount and the reason for the increase on top of the amount we were short in the escrow account based on the first letter. There was, were we obtain full understanding of the increase of our mortgage payment. We explain that because of this mistakes we needed to know if we could pay our taxes and insurance on our own and only pay them the principal and interest. He hesitated and went around in circles again. My husband quickly because irritated with him and got upset. Then he shortly apologizes and lowers his tone of voice and asked him again to please review the reason of the increase of the amount needed in escrow account. He explain that SunTrust had to pay the shortage on the last tax payment therefore we now owed them on top of the amount needed in the escrow account. And run numbers again and explained that our new monthly payment was going to be $1,519.91 to be able to cover the shortage in escrow and the amount owed to SunTrust. We explain that the reason for us to want to make the taxes and insurance separately was this that they continue to make math error that they cant even explain or notify us on time. Since last time we spoke the amount he came up with was $1,496.99 for two years and that was supposed to be enough to clear the shortage. He never explain about SunTrust paying the taxes out of their own account and then that we now needed to make higher payments to clear that and have enough funds in the escrow account. He apologize many times but like we explain that was not helping us to understand the issues that we were having. Starting from his customer service representatives to him who couldn’t clearly explain what was going on in our account. We asked again why the person that was managing our account made some many mistakes and every time we called they continue to struggle and be able to give us a clear answer. He couldn’t do anything other than apologize, we appreciate his apologies but he was not very capable either to answer all our questions. We asked if we could speak with a higher manager and he said there was none. At the end of the call we agree that we were going to keep the next payment the way they had it to cover all the shortfalls and if we could come up with the amount that we needed to have in escrow and the amount we owed to SunTrust we would call back to speak with him. We feel that these errors were not our fault and instead we tried to actively contact them to check every time we saw a change to make sure it was not a mistake. We don’t understand why the representative we spoke with never really review the account fully to make sure everything was running properly or communicate with the person who was managing the account to make sure all was correct. It seem all they wanted to do was hung up the call and don’t bother to complete their work and responsibility. We feel we are paying enough in interest to have a knowledgeable person working in our account and be able to come up with a stable monthly payment and be ready to answer our questions when we call. Instead of this we get people that are incapable to do simple math can notice that there is something else or incorrect therefore seek assistance from a more knowledgeable person to give us a good explanation. We wish we could refinance the house again just to change the lender since before we had ***** **** and this never happen. They were very good at notifying us if there were any changes. Unfortunately we couldn’t get qualified to refinance. I am now stuck struggling with your employees who are not able to explain anything that is going on in my account. All that I asked is for this mistakes not to happen again and hire more knowledgeable customer service representatives and managers that can manage accounts properly and notify the customer of any changes and explain the reason behind it instead of making the customer worry and run around different office to figure something out when the customer services representative at SunTrust or manager should be able to provide to the customers.

Desired Settlement: For a knowledgeable customer service representative to manage our mortgage account to eliminate or reduce all the issues that we have been having with their customer service representatives and managers to provide correct information and a good explanation of any activity in the account. Notifications in writing to notify us of any minor changes or adjustments needed in the account prior to any changes done in the account.

Business Response: We have received and reviewed the correspondence that was forwarded to our office from the Better Business Bureau (BBB) regarding the above referenced loan. We appreciate the opportunity to look into the issue raised to provide a response to you.
Thank you for bringing to our attention the problems you experienced with the servicing of your mortgage loan. Our goal is to provide the accurate and reliable service to every one of our clients and we certainly regret with that goal is not met. We understand your frustration and sincerely apologize for any inconvenience caused. Your satisfaction is very important to us. Please be assured that we have addressed and resolved your issues.
Our records indicate that SunTrust Mortgage, Inc. (SunTrust) acquired your loan from ***** **** effective October 2, 2014. On November 28, 2014, the initial escrow analysis was completed and an overage of $757.61 was determined. The monthly payment was adjusted to $1,186.35. The overage was a result of our tax vendor incorrectly setting up the property taxes. A new escrow analysis was performed on May 21, 2015 to correct the tax collection. The monthly payment changed to $1,580.21 and a shortage of $1,997.19 was determined.
Thank you for speaking with me regarding your loan and the servicing issues you have encountered. We regret the error in the tax set-up and for any inconvenience that may have been caused. You requested that the escrow shortage of $1,997.19 to be spread over a 24 month interest free period. We regret that this was not completed properly upon your request. Our system of record has since been updated to reflect a payment of $1,497.00 effective July 1, 2015, which includes the shortage spread over the 24 month period.
** *** *** ****** again we regret any confusion and inconvenience caused. If you have any questions regarding the servicing of the loan, you may contact our client services Department at *** *** ***, Monday through Friday from 8am to 8pm and Saturday from 9am to 3pm ET
If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at *** *** ***, Monday through Friday from 8am to 6pm
Sincerely,
**** ***** 

7/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After 10 years of paying an interest-only mortgage loan and due to a well documented hardship that started in 2010, there were a couple of recent mortgage modification offers presented by the bank that are unworkable due to the amount of the monthly payments. In fact the last one dated May 12, 2015, offered less attractive terms than the first one at the end of 2014. The process of requesting those modifications was long and the paper trail very meticulous and followed by timely phone calls, however it lacks a genuine intention to solve the core of the problem. The core of the problem is the amount of the monthly payment. The only answer given thus far is, "The offer is the offer and you take it or leave it"

Desired Settlement: The house is our primary residence and we are maintaining it and we would like to keep it. On the last modification, dated May 12, 2015 we are willing to accept ALL the terms on it, even the value of the house which is not coming from a formal appraisal, the only change that we are requesting is for the term of the loan to be increased from 22 years to 40 years. This will make the monthly payments affordable.Only one request, to increase the term of the loan to 40 years.

Business Response: Dear ** ****
We have received your correspondence regarding the above referenced case. However, you did not included a signed authorization form from ** *****. Therefore, we are unable to provide you with a copy of our response to ** **** dated June 24. 2015. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
** *****, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ***********, Monday through Friday from 8am to 6pm ET.
Sincerely
 **** *****

6/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: I want these calls to stop and I want my late fee refunded. I would have been fine had this ended but today is the 4th of June and I paid them on June 1. I have already received a call today. This is harassment.

Business Response: Dear ** ****
We have received your correspondence regarding the above referenced case. However, you did not included a signed authorization form from ** *****. Therefore, we are unable to provide you with a copy of our response to ** **** dated June 19. 2015. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
** *****, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ***********, Monday through Friday from 8am to 6pm ET.
Sincerely
 **** *****

6/25/2015 Problems with Product/Service | Complaint Details Unavailable
6/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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. *******: 

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, 

******* ***** 
Officer 
Mortgage Escalations Resolution Team 

6/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: DesiredSettlementID: Refund I would like all of my money returned to me asap along with a written apology.

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

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

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ****************************

Regards,

******* ***** *******



6/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 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.
Thank you,
***** ********

Business Response: Dear Ms. *******: 

We received your correspondence regarding the above referenced case. However, 
you did not include a signed authorization form from Ms. ********. Therefore, we are 
unable to provide you with a copy of our response to Ms. ******** dated 
June 12, 2015. Upon receipt of the signed authorization form, we will gladly share a 
copy of our response with your office. 

6/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: I am requesting deletion of this account from my Credit reports with the Credit Reporting Agencies (CRA’s), a letter stating that your company has requested that this account be deleted from my credit reports with the Credit Reporting Agencies (CRA’s) and $108,000 in damages for violations of Federal and States Laws or deletion of this account from my Credit reports with the Credit Reporting Agencies (CRA’s), a letter stating that your company has requested that this account be deleted from my credit reports with the Credit Reporting Agencies (CRA’s).

Business Response: We have received and reviewed the correspondence that was forwarded to our office from the Better business Bureau (BBB) regarding the above referenced loans. We appreciate the opportunity to look into the issues raised and to provide a response to you.
We have received your concerns and the negative information on your receipt report. We are required to report credit information accurately to the credit reporting bureaus to which we report ( **** **** *****). Our records reveal that our reporting to the credit bureaus has been accurate. A foreclosure sale was conducted on the first mortgage loan number ******** on January 4, 2011. The second mortgage loan number is ******** was c charged off on February 17, 2011.
** **** if you have any questions regarding this letter you may contact our Mortgage Escalations Resolution Team at **** **** **** Monday through Friday from 8 am to 6 pm ET.
Sincerely
**** *****

6/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: SUNTRUST ************* **** * ******************** March 6th I made two payments towards my home loan. One intended to cover March and the other one April. They made a mistake and the one for April was applied entirely towards the principal. I called them, they reversed the payment and directed towards the regular April payment but, according to the last statement I have received from Suntrust, it is as if I paid April very late and I have been penalized with a high interest and low amount going towards the principal. I HAVE BEEN PENALIZED FOR PAYING MY MORTGAGE IN ADVANCE. I respectfully request that they fix the original error in a fair way having the original date for April payment (I repeat that I made the payment March 6th) in the records so that I am not unfairly penalized with a low amount going to the principal and a huge amount going to interest. I also request that the employee that made the very first mistake (putting my payment to pay only principal instead of a regular payment for April, in spite of my repeating to him what I wanted) be notified and summoned to do a better job. Thanks **** ******* *** *

Desired Settlement: I respectfully request that they fix the original error in a fair way having the original date for April payment (I repeat that I made the payment March 6th) in the records so that I am not unfairly penalized with a low amount going to the principal and a huge amount going to interest. I also request that the employee that made the very first mistake (putting my payment to pay only principal instead of a regular payment for April, in spite of my repeating to him what I wanted) be notified and summoned to do a better job.

Business Response: Re **** **** **** BBB Case *******
We have responded to ** ***** by letter on June 9, 2015. If you have any questions about our response, please contact ** *****.
Sincerely,
**** ******

5/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: Refund/Returned to the original account to which it was debited, two (2) $50.00, equaling a total of $100.00. Debited from my bank account via ACH. 04/27/2015 SUNTRUST BANK $50.00 04/27/2015 SUNTRUST BANK $50.00 I will like SunTrust Bank to credit bank my TB BANK account for $100.00. I will VOID all other methods of returns, including Cheque and other electronics payment methods except ACH. The following accounts were opened on 04/25/2015: EZ Checking Accocunt: ************* e-Savi

Business Response:

Re: BBB complaint ******** 


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

Please close this case on your records. 

5/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Suntrust is charging me flood insurance but I am not in a flood zone and never was. My monthly mortgage increased 200 dollar to cover flood insurance but my LOMA certificate (15-04-2044A) indicates that I am not in a flood zone. It appears that Suntrust is trying to extort money from me by claiming that I was in a flood zone starting in August 2014. If this is so, show me the documentation that indicates such. Maybe they are trying to take my home from. I can't understand why; I've never been late or missed a payment since I purchased the home in 2002.

Desired Settlement: Delete flood insurance charges and return money paid to avoid bad credit rating.

Business Response: Dear Ms. *****: 

We have received and reviewed the correspondences that were forwarded to our office 
from the Consumer Financial Protection Bureau (CFPB), Better Business Bureau (BBB) 
and Florida Attorney General's Office regarding the above referenced loan. We 
appreciate the opportunity to look into the issue raised and to provide a response to you. 

Our records indicate that we have reviewed your concerns and responded to you in our 
enclosed letter dated May 14, 2015. I am glad that we were able to resolve this matter for 
you. 

In further review of your account, we received notice from our flood zone determination 
vendor that the property's flood zone was reclassified from flood zone "Xn to "AH" in 
October 2014. Flood insurance is required for properties located in flood zone. "AW. As 
the servicing agent of the mortgage we will always require evidence of insurance for the 
mortgaged property to protect both parties' interest in the event of a loss. 

Between November 2014 and April 2015, you communicated with FEMA and our 
Insurance Department to provide the Letter of Map Amendment (LOMA) as evidence that 
the property was in flood zone "X". In April 2015, we received adequate evidence, LOMA 
dated March 12, 2015, reflecting flood zone "X". The lender placed flood insurance policy 
was cancelled and a refund of $617.90 was issued for the policy premium paid on 
November 21, 2014. However, the full premium of $948.32 should have been refunded. 
On April 28, 2015, the remaining balance of $330.42 was deposited into the escrow 
account. 

Ms. *****, we regret the delay and any inconvenience that may have been caused. If you 
have any questions regarding the servicing of the loan, you may contact our Client 
Services Department at 800.634.7928, Monday through Friday from 8 a.m.to 8 p.m. and 
Saturday from 9 a.m. to 3 p.m. ET. 
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, 

******* ***** 
Officer 
Mortgage Escalations Resolution Team 

5/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When the account was set up the lady told me I could use a pre-paid debit card to make my deposit. After its accepted I now owe money. I opened this account over the phone, I told the lady that I had a prepaid debit card and she said it was fine. The payment was accepted then days later I owe you over 100.00 dollars. This is the worst experience I have ever had with a bank. Your associates are extremely rude and not willing to help. My account should have a positive balance in my account. If this issue is not resolved I will involve the law. My lawyer will pursue your company if you all do not bring the account to a zero balance and cancel.

Desired Settlement: I deposited 100.00 I should have a positive balance of 3.48. I want this account to be cleared to a zero balance and I want to cancel the account. If you do not revolve this issue that occurred because of your associates not doing their job correctly the law will get involved.

Business Response: Dear Ms. *******: 

We have received and reviewed your correspondence forwarded to us from the BBB 
regarding your experience after you opened your above referenced account. We 
appreciate the opportunity to respond . 

.Your comments regarding the service you received from our representatives are Important 
to us. Sun Trust's goal is to provide exceptional service to everyone, and we regret that we 
fell short of this goal for you . 

Our records reflect that, on April 20, 2015, you opened an account over the phone. The 
account was funded on April 23, 2015 with a deposit for $100 from **** **** *******l 
Association. On April 26 and 27, 2015, debit card purchases that were made at ****** 
($61.49) and ******** ($30.06) were presented and paid. Your end-of-day balance on 
April 27 was $8.45 

On April 28, 2015, the $100 deposit was returned (copy enclosed) and debited from your 
account. This left you with a negative balance of $91.55. Also, on that date a $12.50 
returned item fee and a $36.00 overdraft were debited from your account, which left an 
end-of day balance of negative $140.05. A Shell Oil debit for $5.92 was presented and 
paid on April 30, 2015. Because you declined overdraft coverage, there was no overdraft 
fee assessed. The April 30, 2015 end-of-day balance was negative $145.97. 

On May 1, 2015, as a courtesy, we refunded the $12.50 returned item fee and the. $36.00 
overdraft fee; this left a negative balance of $97.47. On May 5, 2015, because the account 
remained overdrawn for seven consecutive days, a $36.00 extended overdraft fee was 
assessed. This left a negative balance of $133.47. On May 11, 2015, a $1.00 deposit was 
credited to your account, and on May 15, the extended overdraft fee of $36.00 was 
refunded, leaving you with a balance of negative $96.47. 

This communication is an attempt to collect a debt and any information you provide, whether written or 
verbal, will be used for that purpose. However, if your debt is discharged in bankruptcy or you are 
protected by the automatic stay in a bankruptcy proceeding, SunTrust recognizes that you may not be 
liable for this debt and this letter Is not an attempt to collect a debt but Is being sent for notice purposes 
only. 



Because the account is currently overdrawn, we ask that you please make a deposit as 
soon as possible to bring the account to a positive or zero balance. Doing so may prevent 
the account from being closed with an owed balance and reported to various consumer 
reporting agencies. 

We want to be sure that you are aware of our website suntrust.com, which contains helpful 
information on how to manage your account and avoid fees (see Banking---.Personal 
Checking-4Account Features-;.Qverdraft Services---.Facts About Banking). You will also 
find useful information about our overdraft services. 

As ~ suggestion, you may want to set up Overdraft Protection, whereby a protector 
account is linked to your transaction account to cover any shortfalls. Detailed information, 
including any fees, about this service is found on our website (see Banking-4Personal 
Checking---.Account Features-40verdraft Services). You may also monitor your account by 
using our Online Banking service and receive Email or Mobile Alerts when the balance 
gets too low or becomes overdrawn. Instructions for signing up for these services are also 
found on our website and when using our Online Banking service. 

Ms. *******, we hope the information provided is helpful to you . If we may be of further 
assistance, please don't hesitate to contact us via your Online Banking Profile, call us at 
800.SUNTRUST (800. 786.8787) or visit any SunTrust branch. Our representatives will be 
glad to help you. 

Sincerely, 

***** ***** 
Assistant Vice President 
Client Advocacy Team 

Consumer Response: Better Business Bureau:

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

This is the fault of the Suntrust employee who set up this account, who should my lawyer contact? 
Regards,

****** *******




5/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: April 23, 2014SUNTRUST BANKCORPORATE OFFICEATLANTA, ************ ** *******#:***-*******On April 16, 2015 I opened an account online with ********* Bank. My opening balance of $50.00 was paid with a debit card. Additionally, I went to a local branch in Goodlettsville, TN and made another Cash Deposit of $200.00. The next day I went online to verify all deposits were listed and kept getting a message Service not available.please try again later. Later in the day I called the Suntrust Customer Service number and was told they were having issues with their computer systems and they could not provide any account information and they told me to try again later. Later on Friday I finally spoke with a chat representative who told me there was an issue with the Fraud Department regarding my account and she could not give me any additional information. She said I would receive my deposit of $250.00 back by Certified Check within 7 days. After I did not receive the check today I called the Customer Service # and spoke with 3 different people for over 2 hours who tried to tell me there was a hold on my account because of suspected fraudulent activity. They said there was an ongoing investigation that was going to take approximately 7-10 days longer. I said NO I want my money today. I argued how could there be fraudulent activity on an account that only had 2 deposits and no withdrawals. After being placed on hold numerous times I finally asked to speak with a Supervisor. The previous individuals could barely speak English but I understand overseas outsourcing of customer service is the way things are now. I dont have a problem with that if they can do their job. After another 20 minutes I finally spoke to someone named ***** who said there was a back office hold on my account and my account was going to be closed. I explained that I needed my $250.00 now not 10 days from now. She instructed me to go the Suntrust Branch where I made the $200.00 Cash Deposit and they would be able to close my account and give me my money. When I got there I was told I had to go to a different Branch located in Madison, TN. I called there and spoke with Angelina who also told me I would have to come in to close the account to receive my money. By this time I was back at work. About 30 minutes later someone named Lisa called and left a voice mail asking me to come to the bank to get the issue resolved. At this point I was fed up completely with Suntrust Bank. I went to the Bank to close the account and get my money and was told the processed had been started per a telephone conversation and they refused to give me my money. They told me I should receive it within 7 10 business days.What kind of bank does this. You have had my money for 7 days as of today and you refused to give me my money. I think you are one of the worst Financial Institutions in the United States. I intend to provide a copy of this report to the Better Business Bureau, Federal Reserve Board and Office of the Comptroller of the U.S. Department of Treasury. I intend to post this letter every day on facebook in Suntrust Page 2chat rooms to let people know about your institution. I am sure there are other horror stories about your company.I dont care if Suntrust did not want me as a customer. I already have a bank account. I was opening another account for other reasons. What I do care about is how poorly you treated me. You should be ashamed and I will tell everyone I meet to stay away from Suntrust Bank. Any bank that is operating on the level that I experienced over the past few days will not stay in business very long. From my perspective I does not appear your institution can provide any type of customer service. Respectfully,******* ** ******** ******* *** ************ ** ***** Product_Or_Service: BANKING/CHECKING ACCOUNT

Desired Settlement: DesiredSettlementID: Refund I expect a prompt refund and a direct apology from this company for the way I was treated.

Business Response: Re: BBB complaint ******** 
SunTrust has responded to our client but cannot share the response with the BBB 
as no signed third party authorization was received. 

Please close this case on your records. 

5/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid $550 for appraisal of home connected to VA loan mortgage. The loan application was subsequently withdrawn due to lender's inability to close loan on time. Appraisal had not yet been conducted. Appraisal was canceled by lender. Fee is refundable per the VA. Fee for appraisal has not been refunded after multiple requests to agent and manager.

Desired Settlement: Full refund for prepaid fees related to VA appraisal which was not conducted.

Business Response: Dear Ms. ***** and Mr. *******: 

This letter is regarding your correspondence that was forwarded to our office from the 
Better Business Bureau (BBB) regarding the above referenced loan. We appreciate the 
opportunity to respond. 

Our records reflect that on April 30, 2015, ******* ****** the sales manager spoke with 
Ms. ***** and agreed to refund the Veteran Administration f>/A) appraisal fee in the 
amount of $550.00. On May 6, 2015, we refunded your credit card ending in **** the 
appraisal fee of $550.00. 

We regret that we were unable to assist you with a mortgage loan. If you have any 
questions regarding this letter, you may contact our Mortgage Escalations Resolution 
Team at ************* Monday through Friday from 8 a.m. to 6 p_m_, ET_ 

Sincerely, 

***** ****** 
Officer 
Mortgage Escalations Resolution Team 

5/19/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 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. *********. Therefore, we are unable to provide a copy of our response to Mr. ********* 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: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, 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,

**** *********




5/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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. *******: 

We received your correspondence regarding the above referenced case. However, 
you did not include a signed authorization form from Mrs. ******. Therefore, we are 
unable to provide you with a copy of our response to Mrs. ****** 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: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,

***** ******



5/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 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. 

4/23/2015 Problems with Product/Service | Complaint Details Unavailable
4/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To All Concerned,We have had a mortgage with Suntrust since 2005. We had paid perfect until about 2012 when the housing market crashed. In lieu of foreclosure, Suntrust modified our loan with new terms, including a Principal Reduction, Forgiving Escrow Advances, Accrued interest and Foreclosure Fees. This new modification loan was notarized and sent to Suntrust over 5 different times (we lost count) because Suntrust kept making mistakes). The final and correct note was finally accepted, signed and notarized 5/14/2014.In October, 2014 we received a letter from Suntrust stating that we needed to get homeowners insurance on the new loan or they would obtain forced pay insurance for us. We immediately bought a new policy and submitted proof of this to Suntrust (by the way, we had to submit this proof of insurance over 4 times before they finally documented receiving it).In January, 2015 we received a letter from Suntrust stating that it had just come to their attention that there was a lapse in homeowners insurance for the dates September 23, 2013 through October 2, 2014. As a result, Suntrust added a forced pay premium in the amount of 1,127.35 to the new loan. When this loan was modified all fees were included or forgiven in the new loan. It even states Escrow Advances. It is unfair and not right for them to come back now and say we need to pay for a fee on an old loan that has been since modified, and they never could get the note terms right. On a second breach on their behalf besides them trying to collect fees on an old note, they never gave us the 45 day notice that is required by law for us to get our own insurance in the first place. Also, why they are adding a lender forced pay insurance premium for a period that is already over makes no sense what so ever.To date, we have paid our mortgage and new insurance premium for the new loan modification under the new terms as agreed. Suntrust has breached the new loan terms by adding new fees and misapplying our Mortgage Payment.

Desired Settlement: Apply our March Mortgage Payment to the loan appropriately and remove your forced pay insurance in the amount of $1127.35 which should have never been tacked on to this modified loan in the first place.

Business Response: Please see attached.

Business Response: Dear Ms. *******: 

We received your correspondence regarding the above referenced case. However, 
you did not include a signed authorization form from Mrs. ****. Therefore, we are 
unable to provide you with a copy  of our response to Mrs. **** dated 
March 25, 2015. Upon receipt of the signed authorization form, we will gladly share 
a copy of our response with your office. 

Ms. *******, if you have any questions regarding this letter, you may contact our 
Mortgage Escalations Resolution Team at ************, Monday through Friday 
from 8 a.m. to 6 p.m ., ET. 

Consumer Response: Better Business Bureau:

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

The problem is still not resolved, as a matter of fact it's worse.  As a result, all they have done is added more fees and extended the payments over a 5 year period. Now they claim we have an escrow shortage in the amount of: $4,096.76.  They are spreading this so call "shortage" over a period of 5 years and have increased our mortgage payment an additional $148.23 a month. $148.23 a month additional over a 5 year period equals: $7,856.19, not $4,096.76. It seems they are pulling these numbers out of the air without any justification. "*****" in escalations was suppose to get back with us regarding the difference in numbers and to justify the shortage and to date has not.  

We paid our March payment which should be: $1256.32 on February 25. They applied it as a a principal reduction instead of the mortgage payment. On March 8th, I went ahead and paid the additional $148.23 they claim we owe and they put it in to suspense. I have no doubt it was applied this way so that they can charge late fees next. From what I have read on the internet about other consumers that have had the unfortunate dealings with this company, this is a typical practice by them.
We have spent countless hours on the phone with Suntrust and all their different departments in hopes to get this corrected. From what I'm reading from other complaints, I see that we are not alone. Their IT departments are tapped in to each other via their network, yet they do not communicate with themselves. We have received multiple letters and statements all with different numbers, we have no idea where we stand or what fees they will be adding or changing next.... Dealing with Suntrust has been a nightmare, their calculations are wrong and unjustified. The tactics of this company are down right unethical. 
We will not sign anything to release this Company from anything as if they don't stop jerking us around and correct the issues, we will without a doubt pursue to the highest extent of the law. The frustrations and grief you have put us and other people through needs to come to a stop! This company needs to be held responsible for adding unjustified fees, misapplying payments and finally learn they can't continue to get by with robbing innocent consumers.
Regards,

****** ****




4/17/2015 Billing/Collection Issues
4/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: there is a court order to levy account but the first 3500 dollars are exempt yet suntrust froze my accounts with no access there is a court order to levy account but the first 3500 dollars are exempt yet suntrust froze my accounts with no access, the notes in the system from legal department even says 3500 dollars exempt and also says i can withdraw funds over counter at bank. I can not get my money from the account nor should my account even be frozen i only had 1300 dollars in my savings account, which is not near 3500 dollars then they took 100 dollars from my account for processing fee for levy when it was not supposed to happen unless I have over 3500 dollars, they kept telling me i have to have child support in ********** send them a release order which they will not do thats why they have the 3500 dollar exemption so I can still live. this bank has caused me to get behind on my car payment because i have no access to my money and my insurance is going to be cancelled for non payment because i have no access to my money, and in florida if i have my insurance dropped i lose my license, which in turn makes it so i cant work this company is destroying my life and they do not care about me or my money that they are illegally keeping me from when the court order says first 3500 is exempt, and they say they cant give me number to the legal department so i can sort this out myself nor will they carbon copy me on correspondence to supposed legal department stating that they are not authorized to give out internal emails and the legal department does not deal with clients only suntrust employees

Desired Settlement: i want the account un frozen the money returned and to make sure i dont have to go through this again next year i never have more than 2000 in my account i want a formal appology from the ceo and a way to have something in the system that says if ballance not over 3500 do not freeze the account

Business Response: Please see attached response

Business Response: Dear Mr. *****: 

Thank you for speaking with me about your correspondence forwarded to us from the BBB 
regarding the court ordered levy we received for the above referenced account. We 
appreciate the opportunity to respond. 

As we discussed, your concerns were forwarded to our Legal Department for review. The 
legal opinion provided to us is that the proper hold was placed on the funds in your 
· account: therefore, SunTrust is not liable for any wrongdoing. The manner in which the 
court order was processed is in accordance with our Rules and Regulations For Deposit 
Accounts, which is provided.at account opening and is available on our website 
suntrust.corn (see About Us-+Fee Schedules..-.Deposit Account Disclosures). For your 
review, I have enclosed page 24 of our Rules, which details the legal process against 
accounts. 

You were concerned that you were charged a $100 levy processing fee. We received the 
court order on February 23, 2015, and you were not assessed a fee for the levy, as 
indicated on the enclosed statement. 

Regarding withdrawals on the account, the exception to the levy is noted on your account 
for the first $3,500 to be available to you. In our telephone conversation, you 
acknowledged that you are aware this exception is only made available if you transact an 
over the counter withdrawal in person at any of our branches. 

Mr. *****, we hope this information is helpful to you. If you have questions regarding the 
levy, please contact the ********** Child Support Office. 

Sincerely, 

****** ********* 
Officer 
Client Advocacy Team 

4/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Contacted Suntrust April 2014 in regards to issues I would be having making my next mortgage payment. Joanne ****** would be my contact regarding this issue. Ms ****** failed to inform me that I could email any documents to her. When I asked if I could email my documents to her she said I could fax the documents or mail them to her. I requested Ms ****** email me, this way is easier for me rather than call. I was not able to decipher some of her requests when I replayed my voice mail messages back. I informed her of this problem, to which she replied she would not be emailing me in the future. I requested to speak with a supervisor, which in turn turned into a complaint. I was contacted by a supervisor who said they would review our conversations. I requested someone be my point of contact, but she still remained as my contact. I finally was able to discuss my issues with someone at Suntrust, and was assured I could indeed email documents to them. This was 6 months after I was told I could not by Ms ******. All of the delays getting my issue resolved with Suntrust, led to me being served with foreclosure papers, countless trips to FedEx to fax documents or mail them and stress. I have complained to Ms ****** and requested a supervisor be put on the phone, in turn I am transferred to voicemail and I do not receive a call back. Countless questions to Ms ****** go unanswered, I eventually receive a letter in the mail approximately 7 days later advising me to call Ms ****** to check on the status of my inquiry. I was also informed by Ms ****** that a mortgage payment could be made, when in fact I was informed by another individual in another department I could not make any payments because the home was already in foreclosure.

Desired Settlement: I want this complaint to stand, not removed. My family and I have experienced far too much stress over this. I made every effort to notify Suntrust of my difficulty making my payment before it became a issue. Ms ****** is in no position to be working with homeowners who are in foreclosure. Her lack of knowledge or simple information made the process more stressful than it should have been. Ms ****** inability to follow-up with questions that were asked of her also shows her lack of professionalism.

Business Response: Dear Mr. *******: 

This letter is regarding your correspondence that was forwarded to our office from the Better 
Business Bureau (BBB) serving Central Virginia regarding the above referenced loan. We 
appreciate the opportunity to respond. 

Thank you for bringing to our attention the problems you experienced with the Home 
Preservation Client Representative (HPCR). It is always SunTrust Mortgage, Inc. (SunTrust) 
aim to provide superior service and we regret that you felt your experience was unsatisfactory. 
On March 27, 2015, your HPCR was reassigned to ******* *****. Ms. ***** can be 
contacted at ************, extension *****, Monday through Friday from 8 a.m. to 10 p.m., 
or Saturday from 9 a.m. to 3 p.m., ET. 

Our records reflect that in October 2014, your loan was activated in loss mitigation to be 
reviewed for a retention option. On October 22, 2014, we sent you the enclosed letter, and 
informed you that we received the initial Borrower Response Package (BRP) . You were also 
advised that before we could complete our review of your file there was some missing 
documents needed such as the 710 Uniform Borrowers Assistance form, the pension and 
disability income; and the living expenses. The requested documents could be mailed to: 
SunTrust Mortgage, Inc., **** ***** ********* ** ** *** ****** ********* ** *****, by 
email to: **************************************, or by fax to : ************. 

In November 2014, your loan was approved for a three month trial Period Plan for the months 
of December 2014, and January and February 2015 in the amount of $969.90 each. You 
accepted the terms of the trial plan. During the trial period, we advised you that your ex-wife 
needs to sign the trial documents or we would need a quit claim deed. Otherwise, if the 
information is not received you would be removed from the program. In January 2015, we 
received the quit claim deed. 

The trial payments were received on December 1, 2014, January 2, and February 2, 2015 in 
the amount of $969.90 each. In January 2015, we sent you the final loan modifications. 



At the same time, you were participating in Trial Period Plan you . also applied for the North 
Carolina Hardest Hit Funds Programs. Since you were only eligible for one program, you 
selected the North Carolina Hardest Hit Funds Program. On March 26, 2015, we sent you 
SunTrust check (962105) in the amount of $2,909.70 which represented the trial payments 
made to your account. 

The current owner/investor of your loan is SunTrust Mortgage, Inc. Our contact information is: 
*** ****** **** ********* ** ****** ******** ****. 

Your loan is also a ********* ************** guaranteed loan. 

As of the date of this letter, your account is due for the March 1, 2015 monthly mortgage 
payment. The current unpaid principal balance is $127,802.14 and the current escrow 
balance is $1,043.05. There is $143.51 in the unapplied "suspense" account. 

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

Sincerely, 
***** ****** 
Officer 
Mortgage Escalations Resolution Team 

Consumer Response: Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID 10537718, 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,

**** *******




4/3/2015 Problems with Product/Service | Complaint Details Unavailable
4/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Feb 27 I called ****** ********** regarding an issue with my monthly statement that was the exact same issue I had last year. Since she was able to help then, I thought she would help me this time. I was wrong. She said she was able to help last year because I had a complaint on file. Since my issue is still NOT resolved, I’m filing another complaint to try to get some customer service. While I was on the phone with her, she transferred me to another department and I spoke to a guy who said he would put a copy of my CORRECT March statement in the mail immediately and that I would receive it by the middle of the following week. That never happened. I never received my correct March statement and it needs to be mailed to me IMMEDIATELY. Even if they have to pay to mail it overnight, I expect and deserve my correct statement and I shouldn’t have to ask or file a complaint every year just to get it. This is completely unacceptable!!!

Desired Settlement: I need my correct March statement mailed to me immediately.

Business Response: Dear Ms. *******: 

We received your correspondence regarding the above referenced case. Because you 
did not include a signed authorization form from the client, we are unable to provide you 
a copy of our response to the client dated March 25, 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, 

******* ***** 
Officer 
Mortgage Escalations Resolution Team 

Consumer Response: Better Business Bureau:

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

I never received a response from suntrust and they were supposed to have put my MARCH statement in the mail on February 27th when I called them. Where is my CORRECT MARCH statement??? Why wasn't it sent like I was told it would be??? When will I receive it???? Why am I having this problem 2 years in a row???? Why hasn't anyone called me directly to resolve this issue????? This is completely unacceptable customer service. I did not choose suntrust as my mortgage holder, my mortgage was sold to them, but I deserve better service. At least last year ****** ********** resolved the issue immediately. Why wasn't the issue immediately resolved this time?????


********* *****



3/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 ******* Mortgage (wonderful experience with *******!). 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. *******: 

We received your correspondence regarding the above referenced case. However, 
you did not include a signed authorization form from Ms. *******. Therefore, we are 
unable to provide you with a  copy of our response to Ms. ******* dated 
March 6, 2015. Upon receipt of the signed authorization form, we will gladly share a 
copy of our response with your office. 

Ms. ******, 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, 

***** ****** 
Officer 
Mortgage Escalations Resolution Team 

3/30/2015 Problems with Product/Service | Complaint Details Unavailable
3/16/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: 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 ********** for my husband **** **** (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 ******* ***. 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 ******* ***. 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 ******* ***. 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 ***** ****** 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 ******* ***. 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 ****** ******** 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. **** 

This letter is regarding your correspondence that was forwarded to our office from the Better Business 
Bureau (BBB) 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 ******* ********* ********** **** premium. On January 29, 2015, we received a refund in the 
amount of $1,390.00 from ******* ********* ********** **** 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 ******* ********* ********** **** 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 ******* ********* ********** **** 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. **** 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, 

***** ****** 
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 ******* ***urance did. I read the letter that ***** 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.
 
****** ****
 

3/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My previous inquiries were handled in a flippant manner when I called a few months ago to verify my mortgage payment. The agent did not bother to offer to verify the payment amount. I thought they would be more helpful since I was being sent to a "special" department due to my account status. I am currently paying $808.00 (I round up the payments) a month and I am not sure that is correct. I have decided to write in reference to a mortgage modification due my previous mistreatment. Due to the increase of health insurance and handling my deceased grandmother's expenses have taken a toll on my finances. It will be greatly appreciated it someone would contact me in reference to this issue, so that I may discuss my options. Please note, I do not want to change my type of Loan.

Desired Settlement: Need to have a loan modification done without changing the type of Loan I have.

Business Response: Dear Ms. *******: 

We received your correspondence regarding the above referenced case. However, 
you did not Include a signed authorization form from Ms. *****. Therefore, we are 
unable to provide you with a copy of our response to Ms. ***** dated March 3, 2015. 
Upon receipt of the signed authorization fonn, we will gladly share a copy of our 
response with your office. 

Ms. ******, if you have any questions regarding this letter, you may contact our 
Mortgage Escalations Resolution Team at ************, Monday through Friday 
from B a.m. to 6 p.m., ET. 

Sincerely, 

***** ****** 
Officer 
Mortgage Escalations Resolution Team 

3/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: SunTrust Mortgage underwriters fail to have proper knowledge of *** Mortgage guidelines, and denied a loan based on that ignorance that is causing loss of my property. On 12/31/2014 SunTrust Mortgage required and charged for an appraisal of a House I was trying to buy. Required that I place Mortgage Insurance on the property, send Tax Returns, and a list of other numerous kinds of confidential information. I requested that, I not be required to pay these expense for all this, if not pre-qualified for a Loan. I was told I qualified, and all documents requested were paid for at my expense, and sent all requested Documents to the Mortgage Company. But, the Loan was denied, as confirmed by a Louisiana Title Company, as clear ignorance of *** Mortgage Guidelines. I purchased a House from a Private Lender on a Note signed July 2014( 6 Months Ago) as an individual doing business as a corporation. The Note, required me to pay $500 per month for 6 months, with a final Payment of $35,000 the end of 6 months, and at that time take possession of my property. SunTrust Claims my name was not on the property for 6 months as they require. SuntTrust denied the Loan for refinanced mortgage on my property, claiming I was otherwise qualified but, I had to have the House in my name for six months. The Title Company that Suntrust instructed to close the refinance of the House Attorney said; he would remove my company name and file corrections in public Records in only my name as his error, if they felt me and my company were legally two entities because, this was due to his legal advice that, my Company as D/B/A and me as an individual was one in the same. However, SunTrust claims other problems with the Loan they claimed otherwise approved. Now after sending the Title Company instructions to prepare for closing, the mortgage company needs "evidence" that this will be my primary Home prior to moving in it, which is impossible other than my signed statement. The Mortgage Company also is requesting evidence that my 2014 Tax returns have been filed. Nothing requested by SunTrust that has not been sent, can not be provided. However, each time I provide info requested, they find additional documents or have a legal opinion that conflicts with the Title Company they have already ordered and instructed to close the Loan. If I do not get this property Financed by February 1st, I will have a loss of a $70,000 property due to the run around with Suntrust plus, the expense they have caused me. If not for Suntrust ignorance of *** Guidelines, which the Closing Attorney is following, the transaction would have closed or I could have used a Mortgage Company that understands Louisiana Real Estate Law and Federal Mortgage Guidelines.

Desired Settlement: Without making another Application, allow the Louisiana Licensed Real Estate Attorney to make proper public record corrections, and close the Transaction in accordance with his legal Opinion, and do this prior to the loss of my property

Business Response: Dear Mr. ********: 

We have received and reviewed the correspondence that was forwarded to· our office from the 
Better Business Bureau (BBB) regarding the above referenced loan application. We 
appreciate the opportunity to look into the issue raised and to provide a response to you. 

We have thoroughly reviewed your concerns related to the loan application and underwriting 
review for the refinance of the subject property referenced above. The issuance of a 
prequalification is not a guarantee for loan approval. The final loan approval is based upon 
verification of the infonnation provided at the time of application, stipulations as may be 
required at the underwriter's discretion and other requirements. Thus, during the underwriting 
analysis, documentation was requested as verification of the information provided in an effort 
to get the loan approved. After a complete underwriting analysis, the loan was denied due to 
unsatisfactory record on past credit. 

We have also reviewed your request for a refund of the appraisal fee. As the appraisal service 
has already been proVided we are unable to refund you the appraisal fee. 

Mr. ********, if you have any questions regarding this letter, you may contact our Mortgage 
Escalations Resolution Team at 855.223.4640, Monday through Friday from B a.m. to 6 p.m. 
ET. 

Sincerely, 

******* ***** 
Officer 
Mortgage Escalations Resolution Team 

Business Response: Dear Mr. ********: 

This letter is a follow-up to our previous response to you dated February 3, 2015, regarding 
the refund of the appraisal fee. Thank you for allowing us to once again review this issue. 

We have reviewed your loan application again and detemnined that we will refund you the 
appraisal fee. On February 11, 2015, we credited your VISA card ending In **** the appraisal 
fee amount of $425.00. In addition to the refund of your application fee, we are also providing 
you the enclosed copy of the appraisal. 

Mr. ********, if you have any questions regarding this letter, you may contact our Mortgage 
Escalations Resolution Team at 855.223.4640, Monday through Friday from B a.m. to 6 p.m. 
ET. 

Sincerely, 

***** ****** 
Officer 
Mortgage Escalations Resolution Team 

Consumer Response: Better Business Bureau:

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

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

Regards,

**** ********

Suntrust Mortgage sent closing instructions to Louisiana Title Services, requested that I purchase Home Owner insurance, and pay for an appraisal of the Home I was buying.  I followed instructions concerning an approved Loan, not pre-qualifications, as evidence; my Title company would not have been in receipt of closing instructions for a Loan that was not approved.  Additionally, there is nothing concerning my past credit, ie, credit score, income or debt to income ration that would have prevented me from buying the Home.  The underwriter concern was proof that the Home would be my primary resident, which not one is able to give other than the Statement that, i planned to live in the Home.  The underwriter also, wanted proof that my 2014 Tax was on file.

Nevertheless, prior to application, I told ******* *******, who took the application that, I had paid for an appraisal 30 days before talking to her.  Ms ******* said Suntrust needed to ordered their own appraisal but, would have be pay for it unless the loan could be done.  My past credit was checked, and all documentation requested was sent to Suntrust, and I paid for the appraisal.  I do not have a copy of the appraisal, only the receipt for money taken from my account sent to Suntrust.  The Home has been told to another party due to missing my closing deadline set by Suntrust.  I did not ask for the over $30,000 in equity loss on the Home that only had a $35,000 balance.  I only asked for the appraisal fee Back.  Nor did I ask for the money spent on Home Owners insurance.

Denial of a Loan for a past credit problem which has not been indicated on any letter of denial, damages my credit, to include the numerous credit inquiries.  Settlement requested was reasonable.  As my complaint is not resolved, I assumed Suntrust Mortgage requires protracted litigation on the larger loss.




3/2/2015 Problems with Product/Service | Complaint Details Unavailable
3/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Mortage has been in default since 2007 - 2008. The bank has not given closure to the mortage in reference to a deed in Lieu. I as a consumer feel like I am a hostage to the bank for 7-8 years. There is no communication and the treatment is unethical. Both items have been written off; therefore, yielding a deed in lieu. The bank has been fined and sited for un-ethical practices.

Desired Settlement: Deed in Lieu and settle/closure of default.

Business Response: Dear Mr. ******: 

We have received and reviewed the correspondences that were forwarded to our office from the 
Consumer Financial Protection Bureau (CFPB), Better Business Bureau (B66) as well as the 
Florida Office of Attorney General regarding the above referenced loans. We appreciate the 
opportunity to look into the issue raised and to provide a response to you. 

Our records indicate that on December 11, 2011, a short sale with a conditional deed in lieu of 
foreclosure was issued through February 6,2012, On February 6,2012, the realtor requested an 
extension which was approved through April 20, 2012. The short sale approval with a conditional 
deed in lieu expired on April 20, 2012 and is no longer valid. 

Due to the delinquency, the unpaid principal balance of the first mortgage lien (**********) was 
removed from our system on May 9. 2012. The last payment applied to the loan was the 
January 2011 payment. 

As of January 8, 2015, the second mortgage lien (**********) has been extinguished or forgiven. 
This means that any payments related to this account number are no longer required. 

Mr. Torres, for more information regarding the recovery of the first mortgage lien, you may contact 
our Recovery Department at ************. If you have any questions regarding this letter, you 
may contact our Mortgage Escalations Resolution Team at ************. Monday through Friday 
from 8 a.m. to 6 p.m. ET. 

Sincerely, 

******* ***** 
Officer 
Mortgage Escalations Resolution Team 

Business Response: Dear Mr. ******: 

This letter is a follow-up to our response dated February 5, 2015, regarding the above 
referenced loans. Thank you for allowing us to. once again review this issue. 

Our records refiect that on May 9, 2012, the first mortgage lien (**********) was charged 
off and your loan was forwarded to the Recovery Department. On February 6, 2015, you 
spoke with the Recovery Department and advised that because your loan was charged off 
you were no longer eligible for a deed-in-lieu (DIL). At that time, we offered you a 
settlement and you refused the offer. 

As stated In the letter dated February 5, 2015, the second mortgage lien (**********) has 
been extinguished or forgiven as of January 8, 2015. 

Mr. ******, if you would like lo speak with our Recovery Department, please contact them at 
************. If you have any questions regarding this letter, you may contact our 
Mortgage Escalations Resolution Team at ************, Monday through Friday from 
8 a.m. to 6 p.m., ET. 

Sincerely, 

***** ****** 
Officer 
Mortgage Escalations Resolution T earn 

Consumer Response:

Better Business Bureau:

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

In reference to the records that reflect a charge off on May 9, 2012 is un true.  Charge off was done much later.  Once again and I make clear that so much time elapsed because of the "clouds" and inconsistancies that were found on the closing documents and title to the property.  This is why everything was held.  The "clouds" that were found was information that was omitted as well as names to kep personnel that were ommitted.  I believe that the BBB should look into it further as well as contact the CFPB for further detail  I have a very large file that I can start sending to all parties involved for further processing  and review. 

 

The only closure that I ask for og Suntruist is a Deed in Lieu.  I do not believe that I was treated fairly.  You further mention on your letter dated February 25, 2015 to contact the Recovery Department but I do not appreciate being hung up on.  Your department did not resolve anything when I called them February 6, 2015.  You have very unprofessional employees working at this department that do not do any justice in assisting with an issue.

 

Please advise as soon as possible when a Deed in Lieu can be given to finalize the transaction.

Regards,

****** ******




2/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In March of 2014, my wife and I began the process of refinancing our home loan with Suntrust Mortgage. Over the course of months, we were given conflicting information regarding our home refinance, however we complied with all requests for paperwork to be completed or documentation provided. We were ultimately given a closing bledate for our refinance and hired an attorney to draft closing documents. The Friday before the closing date (which was set to be the following Monday) we received a voicemail at 4:45 PM stating that the closing of our refinance would not take place. We were not given any reasoning for the cancellation. My wife and I tried numerous times to contact multiple departments regarding our loan via email and telephone but were never able to speak with anyone, nor were our messages returned. Our attorney also attempted to make contact with no response. It is now approaching one year since we began the process and have not been given any information on why we were unable to close our refinance, or what options are availa to us.

Desired Settlement: We would like to have someone from Suntrust Mortgage contact us regarding our home refinance with definitive information. We expect the business to inform us why our closing date was and refinance was cancelled, what our options are, and why they did not respond to any of our attempts to contact them.

Business Response: Re: Current Loan Number: ********** 
Loan Application Numbers: **********,********** & ********** 
Property Address: * ******** *** ****** ** ***** 
Case Number: ******* 
BBB Case #: ******** 

Dear Ms. ****** and Mr. ******: 

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

Our records reflect in March 2010, loan number ********** was approved for a loan 
modification. The loan modification capped $15,280.96 to the principal balance. The new 
unpaid principal balance increased to $128,938.75. The interest rate was reduced to 5.00%. 

In March 20M, you completed a loan application (loan **********) to refinance your current 
loan (**********) with SunTrust Mortgage. Inc. You applied for a FHA Streamline Credit 
Qualifying Refinance that did not require an appraisal. In reviewing your current loan that 
closed in June 2008 the unpaid principal balance was $114,187.00. However, since your loan 
was modified in 2010, the outstanding principal balance as of May 2014 was $119,343.98. On 
June 19, 2014, you were sent the enclosed Notice of Action Taken and Statement of Reasons 
- Statement of Credit Denial informing you we could not assist because the payoff amount 
cannot exceed the original FHA loan amount. Enclosed is a copy of the denial letter. 

On June 20, 2014, you completed another loan application (**********) as a full 
.documented loan. However. we have no record of you returning the loan application 
disclosures. After several attempts to contact you with no success, the file was withdrawn on 
July 3, 2014. 

On January 22,2015, we contacted you and discussed your request to refinance your current 
loan (**********). We reviewed your file and advised that a full appraisal is required because 
you currently owe more on the home than the original loan amount. In addition, the home 
would need to appraise above $122,500.00 and you would be responsible for paying the 
closing cost and escrows out of pocket which is approximately $4,000.00. You decided to 
proceed with a refinance of your current loan (**********) and a loan application was taken 
(**********). If you should have any questions during the application process, please 
contact your loan officer, **** ******* at ************. 



It is SunTrust's policy to offer and extend its banking products and services, including credit 
products, to any qualified applicant in a fair, responsible. equitable, and non-discriminatory 
manner, and in compliance with all applicable fair banking and consumer protection laws. 
SunTrust is committed to fairly representing its products and services while disclosing the costs 
and fees associated with such products with honesty and transparency. Our goal is to provide 
value to our clients, protect their interests, and assist them in selecting the products or services 
that meet their needs. To that end, we scrutinize our disclosures to ensure that they are clear 
and understandable and we verity that information provided to our clients is complete, accurate 
and is not likely to mislead or deceive. We provide comprehensive training to our employees 
and we perform ongoing monitoring to ensure compliance with consumer protection laws and 
regulations. 

Every SunTrust employee is responsible for ensuring adherence to fair banking and consumer 
protection laws and regulations. We take allegations of unfair, deceptive, or abusive acts and 
practices seriously and do not tolerate these actions from any employee. This statement is 
applicable to all aspects of the credit process. including, but not limited to, credit approval, 
pricing, and loan servicing. 

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, 

***** ****** 
Officer 
Mortgage Escalations Resolution Team 

Business Response: Dear Mrs. and Mr. ******: 

This letter Is a follow-up lo the response sent to you dated February 4, 2015 regarding the above 
referenced accounts. Thank you far allow us to once again review this issue. 
Our records reflect that you applied for a loan to refinance the above referenced account 
(**********). As slated In the February 4, 2015 letter, the first loan application (**********) 
was denied because the payoff cannot exceed the original FHA loan amount. Thus, A Notice of 
Action dated June 19, 2014 was sent to you. 

The second loan application (**********) was submitted on June 20, 2014. On June 23 and 
June 27, 2014, we sent you an email and left you a voice message requesting the signed 
dotuments. On July 3, 2014, the file was withdrawn because we did not receive the signed 
documents. 
The third loan application (**********) Is currently being processed. On February 17, 2014,***  ******* spoke with you and addressed your concerns regarding the refinance process. 
Ms. ******* explained that on an FHA Streamline refinance an appraisal Is not needed if the client 
Is not rolling any of the closing cost into the loan, but when the loan exceeds the payoff and 30 
days of interest an appraisal Is ordered. Our records reflect this was explained to you and you 
understood and were fine with an appraisal being perlormed on the property. You also indicated 
that you were pleased with the loan officer, **** ******* and his communication In keeping you 
abreast on the file. 
Mr. and Mrs. ******, if you should have any questions during the application process, please 
contact your loan officer, **** ******* at ************. 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, 
***** ****** 
Officer
Mortgage Escalations Resolution Team 

Consumer Response: Better Business Bureau:

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

The reply to our complaint combines information from our refinance process in 2014 as well as 2015. Our more recent process has improved with communication, however our complaint is from our 2014 process in which it was never communicated to us that an appraisal on our home was needing to be done. We were told by our loan officer, **** ********, that an appraisal was not needed as he was able to use online resources to obtain a value on our home. We were given a closing date on the refinance and then it was canceled without any reason communicated to us. It was not until 2015 when the conflict resolution representative explained the need for an appraisal. Unfortunately, there is nothing that can be done on Suntrust's behalf to resolve our complaint as it has already occurred and only after 1 year of waiting have they contacted us with any information. Our hope is that our complaint betters their processes and communication with customers so that future customers will not have their money and time wasted.

Regards,

******* ******




2/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called the customer service 800 number and the issue is that they were very misleading! I called the 1-800 customer service line for Suntrust. I called because my bank account showed two overdraft fees. One is for $108 and the other is for $144. Their website clearly states a one time overdraft fee of $36. A check for $550 processed and I knew that there would be a fee od $36. However, when I called, they stated that there is a $36 fee per item overdrafted. However, this is not stated on the website. I spoke with a supervisor and the manager on duty, *****. They stated to me that they would only be able to refund $108. This is unacceptable because the website clearly states a one time overdraft fee of $36. I have absolutely no problem paying that fee. However, I find it very unacceptable and misleading that the websit states "one time overdraft fee" and they are charging me multiple overdraft fees. This is misleading and contradicting what the website states. This is poor business practices. I work in customer service so I know for a fact that they could have done more. All I want is to be refunded all but the $36 overdraft fee as stated on the website.

Desired Settlement: I want to be refunded the difference. I should have only been charged $36 for an overdraft fee - as stated on the website! Not $108 and, the very next day, charged another $144.

Business Response: Re: BBB complaint ******** 

SunTrust has responded to our client by telephone but cannot share the re!iponse 
with the BBB as no signed third party authorization was received. 

Please close this case on your records. 

1/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently sent out a check of $1,000.00 to go to the principal payment of my mortgage at suntrust bank on 11/7/14. It is now January 4, 2015 the check was cashed on 11/12/14. The balance on my account does not reflect the $1,000.00 dollars made to the principal meaning i'm still being charge the interest on the total balance. They requested for me to send the copy of the check via fax to (804)675-9744 on 12/1/14.It was faxed over to ***** ***** from sun trust bank. I have yet to see my statements reflect the $1,000.00 dollars. I have made several attempts to contact their customer service line and when an operator is reached the phone call gets disconnected by the operator. I had previously the same problem for the month of October. In October 4, 2014 a check for $1,000.00 dollars was sent out the the principal payment but was added to the regular payment. I disputed this with an operator and eventually the amount was adjusted on 11/4/14. Product_Or_Service: Mortgage Loan Account_Number: 0225899574

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to for the amount to reflect in my bank statement to the principal amount including the interest to be deducted from the date received. If it is not possible please sent me the refund for the $1,000.00.

Business Response: Re: Alicia ****** 
BSS Case #: 10370791 

Dear Ms. *****: 

We received your correspondence regarding the above referenced case. However, you 
did not include a signed authorization form from Ms. ******. Therefore, we are unable 
to provide you with a copy of our response to Ms. ****** dated January 21, 2015. Upon 
receipt of the signed authorization fonn, we will gladly share a copy of our response with 
your office. 

Ms. *****, if you have any questions regarding this letter, you may c.ontact our Mortgage 
Escalations Resolution Team at 855.223.4640, Monday through Friday from 8 a.m. to 
6 p.m., ET. 

Sincerely. 

***** ****** 
Officer 
Mortgage Escalations Resolution Team 

1/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 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: **** *********** *** ********** ** ****** 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 BBB complaint as satisfied and leave it there. Because it is the honest to god truth . . .

Business Response:

We responded to Mr. **** by letter on January 13, 2015. If you have any questions about our response, please contact Mr. ****. 

 

Sincerely,

******* ** *****

**** ********* *** *******

Executive Services

1/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December 5, 2014, I mailed a money order in the amount of $432.82 along with two separate vouchers from the ********* **** to SunTrust Mortgage for my December 2014 mortgage payment. One ********* **** voucher was in the amount of $147 and the other in the amount of $500 for a total enclosed amount of $1079.82 which would have covered my December mortgage payment plus late fees. On December 22nd I received the money order only back from Suntrust with a letter stating the funds were insufficient. It looked as if I had only sent in $432.82. I called the SunTrust Home Preservation line and talked with a very friendly and professional agent named ****** *****. I inquired about why I received the money order back when it included my full mortgage payment to include the ********* **** vouchers. I had let her know that the ********* **** told me they work with SunTrust all the time and that SunTrust is familiar with their process. ****** was unfamiliar with the ********* **** voucher process and proceeded to look into my account and to see if any notes were documented. The only documentation she could find was that the money order was received. There was never any record of the vouchers being received. I asked her how could that be when the vouchers were in the same envelope as the money order. She did not have an answer and said she would check with her colleagues and follow up with me the next day which would have been December 23rd. She returned my call and indicated that she had not heard back from any of her colleagues yet but she wanted me to send her a copy of the vouchers. I emailed them to her at ************@suntrust.com and *************************@suntrust.com. I stayed on the phone and she acknowledged receipt of the vouchers. She again said she would check with her colleagues and follow up with me. She proceeded to explain that I would need to get the December payment in by close of business on 12/31/14 so that the account would not go to collections and/or get any late fees or the fees could possibly be waived. I told her that I did not think it was fair practice that I should assess these fees and collections proceedings when someone at Suntrust dropped the ball and they obviously lost, misplaced or didn't know that to do with the vouchers that were included in the same envelope as the money order which was clearly received and mailed back to me. The negligence on their part should not reflect on me and my credit. I had solicited the help of the ********* **** to help pay my mortgage as I am currently unemployed and in recovery from bilateral mastectomy surgery (breast cancer) with reconstruction on October 7th which has rendered me unable to work. I am working hard to keep my house and maintain/rebuild my credit so having my account go to collections should not be an option when I had the December payment into their office on time but someone dropped the ball.

Desired Settlement: Waive all late fees and collections proceeding and no negative marks on my credit report.

Business Response:

Dear Ms. *****,

 We have received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from Ms. *********. Therefore, we are unable to provide you with a copy of our response to Ms. ********* dated January 8, 2015. Upon receipt of the signed authorization form, we will gladly share our response with your office. 

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

Sincerely,

***** ******

Officer

Mortgage Escalations Resolution Team

1/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: Also change policy. If I paid extra would they accept that ?

Business Response: Dear ** ****:

We received your correspondence regarding the above
referenced case. Because you did not include a signed authorization form from
the client, we re unable to provide you a copy of our response to the client
dated January 8, 2015. Upon receipt of the signed authorization form, we will
gladly share a copy of our response with your office.


1/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 9/10/14 I sent the information below to Suntrust customer service.On 11/24/14 Both Checking-**** and Checking-**** were charged $7.00 maintenance fees. Suntrust bank insured us that this was corrected.I have attached bank documents that shows that both accounts are online statements.Checking-**** shows that there is an online statement as of 11/24/14 and our account was still charged a maintenance fee $7.00.Checking-**** does not show any type of statement since 5/21/12.Both Checking-**** and Checking-**** have 10 or more debit/credit swipes per month.Both Checking-**** and Checking-**** are listed as online statements.We dont understand why Suntrust will can not fix this problem.If other customers are not checking their accounts, Suntrust is making a lot of money due to customers with online statements being incorrectly charged maintenance fees. --------------------------------------------Email sent to Suntrust 9/10/14Reoccurring reversions of online-paper statementsBoth Checking-**** and Checking-****.Since 1/2014 we have had monthly or bimonthly contact with Suntrust customer service about these accounts reverting from online statements to paper statements which generates maintenance fees for both accounts. Each time the maintenance fees have to be refunded. Each time a representative gives us an explanation that is incorrect about our account like "You did not make 10 swipes". When I point out that they are wrong they say that you have the wrong account type. You will see the accounts have been changed from EZ checking to student or some other checking at least 3 times since 1/2014. If this continues I will have no choice but to report this activity to the BBB.

Desired Settlement: I am requesting that this reoccurring problem of my accounts Checking-**** and Checking-9599 automatically reverting from online statements to paper statements generating maintenance fees $7.00 be corrected.I want to inform BBB of Suntrust's errors to protect other consumers.

Business Response: Re: BBB complaint #*******

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

Please close this case in your records.

1/6/2015 Problems with Product/Service
1/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I want a certified check for my escrow money. Certified check because I feel that the check is either lost in the Suntrust company or in the mail. I don't feel secure with it being just in the mail. I would like an apology and a check into their policies of escrow refund issuances. I have had my mortgage with this company 7 years and always paid on time and I don't feel I should be treated like this.

Business Response: Dear ** ****

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

Congratulations in paying your loan in full. Our records
reflect that on November 12, 2014, we received $74,840.54, which satisfied the
total amount due. At that time you have an escrow balance of $1,107.74, which
would be sent to you within 30 days of the paid in full date. On November 18,
2014, we sent your mortgage satisfaction documents to *** **** to release the
lien. Once process, the release will be part of the office land records and
available for future real estate transactions.

On December 16, 2014 I spoke with you and concerning the
escrow refund check ******** dated November 24, 2014 in the amount of
$1,107.74. At that time you advised me that you had not received the escrow
refund. As you requested, we placed a stop payment on check ******. ******* is
a replaced check *****, in the amount of $1,107.74. However, if you should
receive check *****, dated November 24, 2014 in the amount of $1,107.74, we are
asking you to destroy the check.

It has been a pleasure to service your mortgage account. We
value our business relationship with you and would welcome the opportunity to
assist you with any future financing.

If you have any questions regarding the servicing of your
account, you may contact our Client Services Department at **********, Monday through
Friday from 8:00a.m to 8:00 p.m or Saturday from 9:00 a.m. to 3:00 p.m., ET. A
representative will be glad to assist you. If you have any questions regarding this
letter, you may contact our Mortgage Escalations Resolution Team at **********,
Monday through Friday from 8 a.m. to 6 p.m., ET.

Sincerely,

**** ***** 

12/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 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: ******  *****

Case number: *******

Dear ** ****:

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 5, 2014. Upon receipt of the signed authorization form, we will
gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

****** ******

12/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hi, I am writing in regards to my recently closed checking account with Sun Trust Bank. I appreciate your time and assistance. The nature of my complaint involves the following: My account accrued over $1000 in return item fees over the course of a 4-7 weeks time. Only $150-200 of the items were covered. I paid each original local creditor. Had Sun Trust covered these items, my account would currently be in a positive balance. Each check came through several times/revolved, adding 2 fees to each check, then one with each creditor. I was aware of the issue and wanted to bring the account to a positive balance, but was without the monetary means to do so at the time. I would also like to add I was recently struggling with a very serious muscular, immune and central nervous system disease, with many complications, including a digestive disease, knee and shoulder injury, pinched nerve and naturally, critical illness related depression. I had and continue to have many symptoms unfortunately similar to ALS. The situation and illness was very serious, and therefore I have been increasingly struggling financially the last several years, deeply at times. My account # is*************. I also have a reference #/complaint # after speaking with 2 Branch Mgrs., # ****************. I had intentions of reducing the negative balance and spoke with account recovery several times, where we made a payment arrangement of $50/every 2 weeks. I was assured repeatedly that the account would not be closed, which later turned out to be misinformation. Also, secondly I was given misinformation and not told/made aware that an account cannot be past due beyond 60 days. Lastly, my check card was canceled. All of this was shameful, frustrating and degrading to some degree, all due to fees. One week later, under the assumption the account was still open, I went to a Branch Mgr. in ********* to ask for a reduction of fees, and she told me at that point the account was closed, and she could not help...

Desired Settlement: To Cont. The Branch Mgr. then called Account Recovery for me, and told me they had no record of the payment agreement. I was shocked! I could not believe it had not been documented. There was some level of trust broken at that point. I was discouraged, but still resolved to attempt communication. I spoke with Account Recovery again, and a 2nd Branch Mgr.. I am requesting the account be brought to $0 balance and re-opened asap. Or a 80% reduction in fees considering circumstances. Thank you.

Business Response: Dear *** ******:

We have received and reviewed your correspondence forwarded
to us from the BBB regarding the returned item fees that were assessed to your
above referenced account. We appreciate the opportunity to respond.

We regret that you were not satisfied with the service you
received contacting us about the account. Pelase be assured your comments
concerning this matter were forwarded to the appropriate management area. We understand
that this has been frustrating for you and are glad that we can provide some relief
to help you during this difficult time.

We understand that you spoke with ** **** **** regarding
your account. ** **** informed you that as a courtesy, we waived fees and service
charges totally $570.03. this leaves you with an amount owed to SunTrust of
$509.40. we encourage you to contact our Demand Deposit Account Recovery and Retention
Department, before December 7, 2014, at *** *** **** to discuss payment
options.

** *****, we hope the information provided is helpful to
you. If we may be of further assistance, please don’t hesitate to call
*********** or visit any SunTrust branch. Our representatives will be glad to
help you.

Sincerely,

**** ******

 

Consumer Response: Better Business Bureau:

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

Regards,

****** *********** 

11/4//14
RE: Checking Account, # ************* 
Dear **** ***** *****,
   Thank you very much for your kind and helpful letter. Thank you for your offer as well. I have enjoyed speaking with ****** recently. 
   I would like for you to know that I called Account Recovery this morning, however was on hold for 20 minutes, and felt it was wiser and more productive to respond here to you, through the Bureau of Better Business, than attempting further negotiations with Account Rec.. I am additionally concerned the account will be sent to further account collection activity or charged off soon, and wanted to get this response to you as soon as possible. I have found communication and results to be very poor in the past with Account Recovery, vs. the comunication process found here, through Client Advocacy and local Branch Management. 
    I am unable to make payments within a 60 day period on the balance of $590, due to continued low resources, the holidays and health struggles. I do have a positive history with Sun Trust, am a good customer, and have covered any overdrafts in the past quickly. 
    However, I am willing to make a payment arrangement for January 1st, to be automatically drafted from another account if necessary, for $100/month - for a total of 4 months. I am requesting the balance be reduced to a total of $400.00, because it again allows me to be able to afford to pay it off in 4 segments, from January 1st to April 1st 2105. I would like to note, that this would be with the intentions of paying off the balance significantly sooner, if possible during the 4 month period. However if not, it allows me to fit the payment into my budget, which otherwise is not currently possible. I would much rather make a solid payment arrangement, that I know I can conclude on and believe in, then make one which I cannot or may not be able to meet at this time.   
   Were this agreement be made, Sun Trust would collect a total of $500 for the past due account (includes $100 payment made in October). $300 est. of which would be returned item fees or profit for Sun Trust. $200 +/- would take care of covered/payed for items. I feel this is fair to both parties. Sun Trust will collect or makes some profit and additionally my business is retained for a future time, perhaps also when resources and financial input is signnificantly broader. And lastly also satisfies the customers needs, where I  can finally sleep at night. And keep a checking account I very much care about having acess to in the future and will need at that time.  
    I would greatly appreciate this arrangement being made, it would be extremely helpful. I also would like to ask if there is any promise or guarantee I can re-open the account back, after it has been paid off, or open another one. Account Recovery informed that it would up to a Branch Mgrs discretion, which I hope will not be a problem - I know two locally who hopefully would be willing to re-open it. However, if for some reason or issue they suddenly did not, I would feel much better being offered a guarantee or promise in writing that I will be re-opened a new account in the future.  
    Thank you so much for your help and assistance. It means alot, and it's is nice to know we can still keep our relationship, trust is built on and secured during this process, and the matter can be solved fairly for both entities. I think it symbolizes and speaks well of the positive merits and opens the door to communication, by breaking the widely accepted modern taboo that compassion, decency and understanding cannot be more fully integrated into the current financial system and monetary world. The two can be interconnected and linked, and rightfully should be. The broken, illusory stigma that they cannot be, is sorely outdated, causes much suffering and division, & in my opinion should not be a viable or integral part of the modern business world. 
    Therefore, I would just like to say thank you again and look forward to your response. I hope my offer is viable, I do apologize it is not the $590. However it is the very best I can offer at this time, and is still fair and reasonable. It also leaves the door open for re-opening the account and paying it off sooner. Thank you again, 
I look forward to talking with you further. Have a nice day and wishing you Happy Holidays ~       
 Sincerely,
 ****** ***********

12/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 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: ******  *****

Case number: *******

Dear ** ****:

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 November 18, 2014. Upon receipt of the signed authorization form, we will
gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

****** ******

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, 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,

***** ******




12/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Today is Monday, 11/10/2014. Summary of occurrences since mortgage was transferred to Suntrust Mortgage. On 10/1 my mortgage, formerly with ********** ***** *** 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 ********** 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 ********* ****** 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: ******  *****

Case number: *******

Dear ** ****:

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 November 25, 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,

****** ******

11/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The servicing of my loan was transferred on Oct 1, 2014 to SunTrust Mortgage. On Oct 2, 2014 a welcome letter was mailed from SunTrust Mortgage to me with my new loan # and payment info which I received on Oct 9. In the letter it stated that I had a new loan grace period until 11/30/14. I added SunTrust to my bank's autopay and initiated a payment on Oct 9 for $1, and then waited to make sure the $1 was received before paying the remaining balance due. On Oct 13 I received a voice mail from SunTrust and a number to call. I called them back on Oct 14 and the number was to their collections department. I told them there must be a mistake as my loan was just transferred over. The woman I spoke with told me she could not help me until she disclosed all the legal disclaimer necessary on collecting a debt. She then told me I had a balance due and when was I going to pay it. I told her the above info and she said, the $1 had come through but now the rest was due. She said if I wanted to stay in my home I better pay. I can't believe SunTrust would treat a customer - who has only been with them 2 weeks(!) in such a deplorable manner. I was treated like a deadbeat. I can understand a company calling to let me know the $1 had come through and that the remaining payment could now be made, but instead I was handed over to their collections department and treated like anyone else who might be delinquent in payment. I asked the representative isn't there normally a 'grace' period every month for payments and she said that yes there was and it was until the 16th of each month. But she said we will still call you before that date if we don't receive your payment by the first. Again, this behavior seems ridiculous and I wonder if it is legal.

Desired Settlement: I want to know if the behavior of SunTrust is legal? Can a mortgage company send an new customer - a customer of less than 2 weeks - to the collections department and have that collections department start calling customer and harassing them within 2 weeks?

Business Response:

Dear *** *******:

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

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

11/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a Suntrust Mortgage customer for the past four and a half years. My home mortgage is through Suntrust Mortgage for my home located at *** ****** ***** ****** ******** ** ****** Suntrust Mortgage is claiming they received my last mortgage payment late and is charging me a late fee. For the past four and half years all of my other payments have been received on time and this one was mailed in adequate time for Suntrust Mortgage to receive it so that it would not be late (this can negatively impact my credit score as well as the late fee).

Desired Settlement: I am requesting that Suntrust Mortgage wave the late fee they are charging me because I mailed payment in adequate time (I cannot control the U.S. Postal Service) and the negative impact on my credit score that it will produce. As previously stated I have been a Suntrust Mortgage customer for the past four and a half years and all of my other payments have been received on time and this is the first time Suntrust Mortgage is attempting to (or is) charging me a late fee that I do not feel I am responsible for.

Business Response: Re: ******  *****

Case number: *******

Dear ** ****:

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 November 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,

****** ******

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.]

Better Business Bureau:

I received a letter in the mail today (11-21-2014) from Suntrust stating that they are going to waive the late fee. I am glad they mailed the letter and I accept their response 100% and am happy with the results.

Regards,

******* *****



11/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I refinanced my mortgage and equity line with SunTrust Mortgage, combining both loans into one loan. The closing date was 8/20/2014, the mortgage loan was paid off promptly but as of today the equity line has still not been paid. Additionally, today I noticed an automatic debit in my checking account for a payment on the equity line which should have been paid off last month. I have talked with the mortgage officer about this and he reassured me it was being taken care of and I would not be charged any more for the equity line but now money is being taken from my checking account for the unpaid equity line. I am now paying double for the same loan.

Desired Settlement: I want my equity line paid off immediately, it has been an ample amount of time. I want my bank account credited the money taken out of my account, $152 for the loan that should have already been paid off. I also would like a full apology and to be recompensed for my time and the aggravation this has caused.

Business Response: We responded to ** **** by letter on November 6, 2014. If
you have any questions about our response, please contact ** ****.

11/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had fallen behind on my mortgage payments. I have a point of contact. I payed my payments to her every month. She informed my the payments were being applied. I asked in August when I could start having payments automatically taken from account. She told me I was behind further than my records showed. We discovered that one of my payments went to escrow. Which put me behind more. As she discovered that one payment was not applied. The check was sent back to me..I resubmitted the money on the phone with her. At that point set up another auto payment.. She said I would get a trial pkg sent few within a few days and if I wanted I could take it. I had her check my interest rate and the trial was more. I asked if it was something I had to do. She said I didn't . I wanted to know how she could be sure that they were not going to apply my money elsewhere. She was very confident they would go to payments.I payed another payment on the phone with her.. that was August 19 one August 23. She said that would get me caught up enough so I would be out of trouble with them starting any type of action. I called last Friday to may a payment and got another person who said I was 5 months behind..I was shocked. I couldn't believe what they were saying. I insisted to speak to my point of contact that I had been working with. She confirmed that was true. They had sent back 2 more of my payments. She still said it looked like they applied them. She connected me with collections. They gave me Two different amounts to pay. I had no idea what to do. I was told again to contact my point of content. I did Again Friday. She said she would call me back Friday evening or Monday. (Today). I received a call from SunTrust collections on Saturday afternoon. The person I spoke with offered me a repayment plan. I was very sceptical so called my point of contact this am. She contacted collections they said he never should of offered that. I asked the full amount so I could pay the right amount. Asked my point of contact if it would all be fine if I did this , she said it was perfectly fine that no foreclose proceeding had bee started. I told her I would call her back in a few hours. I did. I borrowed what money I didn't have from my employer. I have over $1600.00 and borrowed $1100.00. She said great. All was well. I said I needed a few hours to get to the bank I was told no problem they wouldn't pull.the money until evening. While talking she said that foreclose proceeding started today! I'm very upset at this point. She insists that she is working on something. Asked me to call back next week. I got increasingly more upset. She gave me the name of the layers office that my foreclosure was sent to. I spoke with them. They say they have nothing yet and to call back in three days. At which time they will give me a chance to reinstate but with file and lawyer fees on top of everything else. I have never got the same answer twice it's very unprofessional. I would like SunTrust to take my payment like they said they would. I don't feel i should pay late charges because I was paying. I told my point of contact when I would pay they took my money So how did I get behind? She took the payments over the phone. I do not want to loose my house I'm not sure what to do. I do feel they are a very unprofessional company who doesn't have a clue what each department is doing.

Desired Settlement: To be able to stop foreclose by paying my past due amount as they said I could. Also to drop late charges on payments they took over the phone.

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 October 22, 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

10/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up with ****** *********** to make bi-weekly mortgage payments. We refinanced our home in August 2014 and advised ****** of the new servicer, ***** **** ********* and loan information. In August monies were deducted from our checking account to pay for September's mortgage payment. Per ****** *********** they wired our payment on 09.04.14. We started receiving phone calls from our servicer, ***** **** *********, on 09.15.14. They indicated that they never received our September's payment. We immediately contacted ****** and they assured us that the payment had been wired on the 4th of Sept. and to give it a few more days. Needless to say it been a month later and the servicer still hasn't received the payment! It appears that ****** *********** was given the incorrect loan number by ***** and the incorrect number is where the monies were wired to. They've provided ***** with confirmation#, bank reference # and varies of other numbers, which according to ***** all lead to nothing. As of today 10.06.14, ***** has stopped their research stating that it is now up to ****** to provide them with a "source of deposit" and routing number of the wire transfer. I spoke with ****** this afternoon and they are refusing to provide that information. They indicated that they are having their "back office" department research the monies. However when I asked to speak with someone in that department they refused and when I asked for the supervisor of that department, they refused that information as well. (I was speaking to a supposed supervisor in Customer Service named *****)I asked for an ETA on how long this research was going to take, since ***** is threatening to report us 30 days late to the credit agencies and at first ****** could not provide me with a time frame and then finally ***** said "a couple of more days". I stated to the supervisor that they have breached their contract with me since the monies had been removed from my checking account, however the payment has not been made per *****

Desired Settlement: DesiredSettlementID: Other (requires explanation) At this point I need the monies located and paid to ***** for September's payment. And I would like for Equity to notify the credit bureau's of their mistake and to have any negative reporting remove from our credit reports

Business Response: Re: BBB complaint #*******

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

Please close this case in your records.

10/28/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Sun Trust purchased my mortgage from ******** in July, 2014. I received notice from ******** 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 (******) verified a bill would be coming. Aug 26, 2014 - I spoke with **** 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 ******* 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 ******** 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 ** ******,

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 

10/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I get multiple phone calls per day at my home phone number: ************ for someone named ***** ********. The message claims to be from Suntrust Mortgage, and urges "***** ********" to call ************ to avoid losing a financial opportunity. These phone calls are not a live person, but rather an automated system. I have responded, through the automated system, three different times telling them that they have the wrong number. They keep calling anyway, multiple times a day. I have never done business with Suntrust Bank or Suntrust Mortgage. My number is on the Do Not Call list. I have registered a complaint with them as well.

Desired Settlement: I want my number: ************ removed from their system. I want the annoying phone calls to stop.

Business Response: Dear ** ******:

We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from ** ***. Therefore, we are unable to provide you with a copy of our response to ** *** dated October 15, 2014. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

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

Sincerely,
***** ******
Officer

10/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Customer Service was unable to obtain a Supervisor to assist me with SunTrust Error. All managers were at desk and went into a meeting and did not take the time to assist. SunTrust keeps returning my money for monthly payments and has forced me to be 3 payments behind when this should not be. SunTrust solicited my atty to allow me to lower my monthly payments possibly once my bk was discharged. I was only due 1 payment. I agreed it would not hurt to see if pmts could be lowered. SunTrust then quit accepting my monthly payments and forced me to be 3 months behind. I have $925.47 returned to my bank and another $925.47 mailed back to me in form of SunTrust check. No one can tell me why funds are being returned. It is unethical to force me to be behind when payments are being sent. I attempted to get a manager on the phone and was waiting on the manager to finish his current call so mgr could get to me. Rep came back and told me that although I had been waiting on mgr, it appears the manager must now go into a meeting and cannot assist me, mgr can call me back. I asked for another manager and rep tried to get one. Rep came back and advised me that all mgrs went into meeting. This is poor customer service. Customer should have been assisted before mgr went into meeting to show sense of urgency and good customer service especially since customer had been waiting on the phone for the manger. Customer is both frustrated and disgusted.

Desired Settlement: Take my money and quit sending payments back and put customer first by assisting customer. Exceed Customer's expectations!!

Business Response: Dear ** ******,

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 September 23, 2014. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,
******* *****
Officer

9/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

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

Business Response: Dear *** ****:

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

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

Our records reflect that on August 18, 2014 a check for $14,251 .06 was deposited to your account (copy enclosed). During the review process of the deposit, we
determined that a hold needed to be placed on the account for $14,251.06 due to the reason noted on the Notice of Hold (copy enclosed) which we sent you on
August 20,2014. The Notice also advised when the funds would be made available, The funds were available for your use on August 27,2014. Upon further review, it was revealed there was sufficient information available to verify the check. We apologize for this error. Please be assured all of our client's deposited checks may be subject to holds.

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

*** ****, your satisfaction is important to us and we ask that you allow us the opportunity to regain your confidence. If you have any questions or concerns
regarding your account, please do not hesitate to contact us via your Online Banking Profile, call us at ************ (************) or visit any SunTrust branch. A representative will be glad to assist you. Thank you for banking with SunTrust.

Sincerely,
***** *****
Assistant Vice President

Consumer Response: Better Business Bureau:

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

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

****** ****

9/15/2014 Problems with Product/Service
9/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A home loan was obtained by myself approximately 6 years ago thru Suntrust. At the time the terms and payment were acceptable. In 2012, a financial hardship had fallen upon me. I continued to make payments, although most of them were late and the appropriate late fees were accessed. Suntrust offered to modify the monthly mortgage payment for me to an affordable amount. Since modifying the payment, i have been able to pay the amount due in a timely manner. When the modification agreement was established, the company made it very clear to me that this new payment amount would be sufficient and i was made to believe that the amount would not be altered. Yesterday, I recieved a letter from the company stating that i now needed to make a new payment amount. This was not part of the modification process. The company claims that this new payment amount is to make up for a possible shortfall in my escrow account. This new payment amount will cause me to fall behind. Its as if the modifcation has been "undone". I feel extremely mislead and deseaved by the company. The possibility of the payment going up in the future was NEVER disclosed to me. I feel misled by the modification process. I will not be able to afford this "new" payment amount and it will lead to much distress and future financial troubles. This is an extremely large leander with very shaddy accounting practices and consumers should be warned to steer clear of this lender.

Desired Settlement: I believe the company has unethical accounting practices and would like to have the accounts recievables and accounts payable related to my loan given to me.

Business Response: Dear ** ******:

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 August 27, 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 

8/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My mother has been a SunTrust Mortgage customer for some time. Beginning in March she began to fall behind on her mortgage payments. Once the loan fell behind she tried to make payments when she could and they were declined because it was not the full amount the loan was behind. Beginning in early July I stepped in to help. I added myself to the account as an authorized third party and began working as much as I could so that we could pay the $6000.00 owed on the account and save my childhood home. On July 11, 2014 we were able to come up with the funds to make the loan current. I contacted my mother’s loan preservation specialist and made the payment. I was told the payment would be applied and the account status would update online. On August 1, 2014, I logged onto the Suntrust Mortgage website to check the payment amount due and make the August payment so the loan could stay current. The statement that was created on July 21, 2014 (10 days after the payment was made to make the account current) showed that no payments had been made and the account was now $-7000.00+ behind. It did show that I paid $6000.00 but this payment was not applied to anything/ Having lost all confidence in the company, I contacted them via phone to see if the digital statement was just inaccurate. When I spoke with a representative about making a payment, they said they could not help me and I was transferred to my home preservation specialist once again. My home preservation specialist said that she was unaware as to why they did not apply the funds and placed me on hold to further investigate. Ashort time later she came back on the line and I was told that the funds would be applied immediately. I understand that these are million dollar entities but who dropped the ball on my $6000.00. What would have happened if our home entered the foreclosure process because of this money was allowed to sit who knows where unapplied. Now that I am completely disgusted with this company, I wanted someone to provide me with an updated statement so that I had my own physical proof that the mortgage was up to date. My home preservation specialist informed me that I would have to speak to someone in a different department. This of course was not a big deal. I was transferred and spoke with a gentlemen in another department. When I asked about getting a statement, I was informed that my account was still in not current and had a $-7000.00+ balance. a

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

Business Response: Dear ** ******:

We received your correspondence regarding the above referenced case. Because you did not include a signed authorization form from the client, we are unable to provide you a copy of our response to the client dated August 14, 2014. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,
******** ******

8/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 ** *****:

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

8/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 ********* 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 BBB as no signed third party  form was received.

Please close this case on your records.

8/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 ***** 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 ** ******-********:

This letter is regarding your correspondence that was forwarded to our office from the Better Business Bureau 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 ******** *********, the Home Preservation Client Representative (HPCR) assigned to your file at **********, extension *****, Monday through Friday from 8 a.m. to 10 p.m., ET.

** *****-*******, if you should have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at **********, Monday through Friday from 8 a.m to 6 p.m. ET.

Sincerely,
***** ******
Officer
Mortgage Escalations Resolution Team

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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 ** ******-********:

This letter is regarding your correspondence that was forwarded to our office from the Better Business Bureau 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 ******* ********, the Home Preservation Client Representative (HPCR) assigned to your file at **********, ext. *****, Monday through Friday from 8 am to 10 pm, or Saturday from 9 am to 3 pm., ET. If ** ******** is not available another representative will be happy to assist you. 

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

Sincerely,
***** ******
Officer
Mortgage Escalations Resolutions Team

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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 BBB got involved, SunTrust Mortgage finally made a decision not to help me after 9 months.

Regards,

***** ***************

Business Response: Dear ** ******:

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 ** *****-******* 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.

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

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

Sincerely,
***** *****
Officer
Mortgage Escalations Team

8/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: SUNTRUST IS REPORTING TO ******* and ******** UNDER TRUNCATED ACCOUNT NUMBER NUMBER **************** LATES THAT SHOULD NOT BE REPORTING AS PER IN VIOLATION OF FCRA THEY ARE REPORTING (30) ALLEDGED LATES THAT ARE IN CLEAR VIOLATION OF THEM TO REPORT.THIS IS JEOPARDIZING MY CREDIT AND OVERALL FOR FINANCIAL STATUS WHICH POTENTIALLY CAUSES A DILEMMA FOR MY FAMILY AS WELL.

Desired Settlement: I AM REQUESTING AN EMAIL STATING THE INFORMATION HAS BEEN REMOVED FROM MY ******* AND ******** CREDIT REPORTS.

Business Response: Re: BBB complaint #*******

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

Please close this case in your records.

Business Response: Dear ** *****:

We have received and reviewed your recent correspondence to
me and to the BBB regarding our reporting of information about your above
referenced account. We appreciate the opportunity to respond.

As stated in our correspondence to you dated July 8, 2014,
we requested that ******, *****, and ****** update your credit report to
reflect the correct information. We submitted the correct information; however,
t he bureau is not updating correctly. We contracted the bureau again and
pinpointed the issue. We have submitted the information again.

** ****, we apologize for the concern and any inconvenience
this matter may have caused. Should you have any questions, please contact our
Credit Bureau Dispute Department at **********. A representative will be glad
to assist you.

Sincerely,

**** *****

Consumer Response: Better Business Bureau:

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

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

Regards,

******* ********

Suntrust under FCRA 623(B) having identified inaccurate information

on my credit file as furnsher of information is required to request that
this illegal inaccurate information be deleted as per their 7/31/2014
Communication be deleted immediately.


8/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Mortgage is due on 1st of month. Grace period is until 17th of the month. After that late fee applies. I always pay the mortgage towards and of grace period, but before late fee applies. Suntrust start harrassing me by phone during the grace period, sometimes as often as 4 times a day demanding to know when I will be paying. They leave harrassing messages demanding that I urgently call me. I`ve tried to speak to them but they are always rude and demanding.Told them many times to cease and desist, but they don`t and every month they start again. I don`t pay late. I just like to use the grace period to pay. Obviously they don`t like that. Tried to call customer service during the grace period. Just get routed to collections.

Desired Settlement: I rescind their permission to call me and am putting in writing that I never want them to call me ever again. If they wish to communicate they can send me a letter.

Business Response: Re: ******  *****

Case number: *******

Dear ** ****:

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 24, 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.

7/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am a loyal citizen I have been leaving in US for last 25 years I have a property at 23 Irma ave that I purchased it in **** ** ********* *** My wife lost her job in 2012 and last year my father was diagnosed with metastatic cancer that has caused more financial and emotional stress in every aspects in my life! I am paying 6% interest for my mortgage I hired *** to help me to get lower rate through loss mitigation assistance to be able to get break from interest so I can continue to provide food for my family and to pay my bills and have a roof on my head. It has been two plus financial year that I have been waiting. I pay my bills on time I have been only behind one payment which is $2,805.83 back 16 months ago Sun Trust Mortgage Co. have done nothing but ruined my credit history. They have been charging me $350.00+ interest a month, they are demanding to pay $17,227.55 to bring the account to current with no sign of HELP which I am only behind one months $2,808.83 ! other than unjustified wrongful information and demand for payment.. They are not helping they know I pay my bills they don't want to adjust my rate they are milking the money and ignoring!!! I am asking to get fair treatment that I can continue to pay my commitments my bill instead they are hurting me financially and messing up my credit history!!!

Desired Settlement: I pay my bills on time I have been behind with my payment one time 16 months ago for $2,805.83 since then they have been charging me interest up to $350.00 a month. Sun Trust Mortgage Co. have done nothing but ruined my credit history they are demanding to pay $17,227.55 which it is one month payment and the rest interest to bring the account to current with no sign of HELP! All I am asking to lower my rate that I can breath and pay my bills instead they messed up my credit history and are asking for my roof... I am contacting you to get my voice out there for help! To get a better rate and clean up the accounting mistakes and clean up my credit history. Please Help!!

Business Response: Re: ******  *****

Case number: *******

Dear ** ****:

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 20, 2014. Upon receipt of the signed authorization form, we will
gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

****** ******

Business Response:

Dear Mr. *****:
We have received and reviewed the correspondences that were forwarded to our office
from the Better Business Bureau (BBB) and the Consumer Financial Protection Bureau
(CFPB) regarding the above referenced loan. We appreciate the opportunity to look into
the· issue raised and to provide a response to you.
Our records indicate that we have received and reviewed the loss mitigation applications
that you submitted for payment assistance. We were unable to approve your loan for a
loan modification. However, we have offered you several Repayment Plans in which
you declined.
On June 17, 2014, *** ***** **, Mortgage Escalations Specialist, spoke to the
authorized third party, *** ***** ****** with ******* ***** and discussed the previous
loss mitigation reviews of the loan. Ms. ****** informed Ms. ** that she was gathering
the necessary documents to re-apply for assistance which would include your spouse's
information since she was not included in previous considerations.
Additionally, *** ** explained that the total past due amount of $17,227.55 stated on the
June 2, 2014 Repayment Plan Agreement was incorrect. We regret this oversight and
any inconvenience caused. The corrected agreement was mailed to you by Federal
Express on June 18, 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 (******** ******** *** **********). Our review of
the loan history revealed that our reporting to the credit bureaus has been accurate;
therefore, it cannot be changed. It is SunTrust's policy to offer and extend its banking products and services, including
credit products, to any qualified applicant in a fair, responsible, equitable, and nondiscriminatory
manner, and in compliance with all applicable Fair Banking and
Consumer Protection Laws. SunTrust is committed to fairly representing its products
and services and honestly and transparently disclosing the costs and fees associated
with such products. Our goal is to provide 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
infonnation 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 Banking and
Consumer Protection Laws and Regulations. We take allegations of unfair, deceptive, or
abusive acts and practices seriously and do not tolerate these actions from any
employee. This statement is applicable to all aspects of providing banking products and
services, including, but not limited to, approval, pricing, and servicing.
Mr. *****, if you have any questions regarding the loss mitigation process, you may
contact *** ** at ************* If you have any questions regarding the information
presented, you may contact our Mortgage Escalations Resolution Team at
************, Monday through Friday from 8 a.m. to 6 p.m., ET.
Sincerely,

**** ******

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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,

**** *****

+All what Sun Trust have done is a curtsy call for admitting that they have been wrong with calculation. 
+They asked for extra personal information from me a and after I haven't heard from them.
- The have not done anything to fix the credit issues despite theire mistakes, 
- NO attempt to lower the rate yet!. 
- They have damaged my credit history;; score 750 is dropped to 540. 
-They are not taking any responsibility after cashing every single check every month damaging my scores.....!!! 
 
Let me know if you would need anything from m e.
 
Regards,
 
*****  



7/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a Suntrust customer for many years, as they hold the mortgage for our condominium in ******* **. Each year, I must submit proof of insurance for the condo building and furnishings. Rather than provide advance notice of when the proof of insurance is due, Suntrust sends a very aggressive and threatening letter that if proof of coverage is not immediately provided, they will purchase the coverage at an exorbitant premium (usually $10,000 or greater). The letters are so threatening that most consumers would consider it as unethical and bullying, particularly for a bank the size of Suntrust. I complained about their tactics last year to a customer service agent, and now this year I have already received TWO letters in the period of a week - one for flood coverage and another for windstorm coverage. I had refinanced the mortgage with Suntrust last year, and am prepared to find another mortgage company who will treat me with more respect.

Desired Settlement: Desired outcome is for Suntrust to send a congenial reminder a month in advance of when they want proof of insurance, and only send the threatening letters if proof is not provided within 30 days. I will gladly send copies of the letters to your attention, if so desired.

Business Response: Dear *** *******:

We have received and reviewed the correspondence that was
forwarded to our office from the Better Business Bureau (BBB) regarding the
above referenced loan. We appreciate the opportunity to look into the issue
raised and to provide a response to you.

As the servicing agent of the mortgage, we will always require
evidence of insurance for the mortgaged property. If evidence of insurance is
not received a temporary binder is issued. Binders are issued to protect both
parties' interest in the event of a loss. Before a policy is issued or the
premium disbursed, there is a thirty (30) day resolution period. If we receive
evidence of insurance and there has been no lapse in coverage a refund will be
issued for the full premium amount. If there is a lapse In coverage, a refund
will be issued for the unused premium.

The insurance obtained by SunTrust Mortgage, Inc. (SunTrust) is
not obtained at any discount. As the named insured on the policy, SunTrust
purchases the policy at the market rate and passes this charge to its borrowers
as permitted by the loan agreement. Because the premium insures properties on a
non-underwritten basis, without any inspection or additional information
obtained. the premium cost for the lender placed insurance can be substantially
higher than the premium a borrower could obtain under a voluntary insurance
policy.

On June 24 and June 30, 2014, we mailed you
notices requesting proof of flood and wind insurance coverage within thirty
(30) days of the date of the letter. Our intention is not to intimidate our
clients, but to explain the urgency of you obtaining your own insurance which is
in your best interest. Proof of insurance is required annually and you may
provide a copy of the renewal condo master policy prior to the expiration of
the current policy.

We are currently showing that the hazard,
flood, and wind policies have all expired. The H06 policy
provided as proof of insurance is inadequate. We have requested the new
certificates of insurance for the condo association from the insurance agent
**** ****** ****** *** *******_ Upon receipt of adequate insurance
coverage, we will update our system accordingly. If you have a copy of the new
certificates of insurance for the condo association, you may fax the policy to
************. It is SunTrust's policy to offer and extend its banking products
and services, including credit products, to any qualified applicant In a fair,
responsible, equitable, and non-discriminatory manner, and in compliance with
all applicable Fair Banking and Consumer Protection Laws. SunTrust is committed
to fairy 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 Banking and Consumer
Protection Laws and Regulations. We take allegations of unfair, deceptive, or
abusive acts and practices seriously and do not tolerate these actions from any
employee. This statement Is applicable to all aspects of providing
banking products and services, including, but not limited to, approval,
pricing, and servicing.

*** *******, if you have any questions regarding the
hazard, flood and wind insurance, you may contact the Insurance Department at
************. If you have any questions regarding the information presented,
you may contact our Mortgage Escalations Resolution Team at ************,
Monday through Friday from 8 a.m. to 6 p.m., ET.

Sincerely,

*****
****

7/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After getting a refinance on my home at the end of March 2014, with a reputable mortgage company unlike SunTrust Mortgage... SunTrust was to send me the remainder of the balance left in escrow, of which they sent me a check(no breakdown of amount -just sent the check minus $69.57PMI which I do no owe them)Suntrust kept an additional payment of $69.57 PMI,trying to say that they were using this money for arrearage of PMI for April 14 on the phone when talking to a suntrust representative -for which I had no mortgage with this company in April and later after summitting a written request for the return of this money on 5/23/14, they continued to act as though they were researching this request and on 6/19/14 I get a letter(again no payment breakdown, etc.) stating they "used this premium for the March 14 PMI premium as payments are paid in the arrears" which is a lie since I went down the payment list for every month and there were no arrearages. I had already been sent a check in the amount of $183.49 on 11/8/13 as a escrow refund from completion of a Ch 13 Bankruptcy and have a letter from a Suntrust Rep to the court stating all payments, arrearages had been settled.(Do you think if I owed them, that I would have gotten the full amount of $183.49) Because Suntrust is such an UNETHICAL company that has to be sued over and over again: $968 million dollar "excessive problems" lawsuit, $21 million dollar discrimination lawsuit, $300,000 **** lawsuit, and fines to be paid to the government..(I could go on) I DO NOT believe one word these people say, I would like "my" money returned that is owed to me. I would never get a Mortgage from this company nor suggest any of my friends to ever get Mortgages with Suntrust..

Desired Settlement: I would like for Suntrust to pay me what they know they owe me. ACCT# **********

Business Response: Dear ** ******:

We have received and reviewed the correspondence that was forwarded to our office from the Better Business Bureau (BBB) regarding the above referenced loan. We appreciate the opportunity to look into the issue raised and to provide a response to you.

We regret that you were unhappy with our previous response to your inquiry regarding the ******* ******** ********* (***). On June 25, 2014, we received notification from HUD that a refund will be sent to SunTrust Mortgage, Inc. in the amount of $69.57. Upon receipt of the refund,  we will issue a check to you.

** ******, if you have any questions regarding the information presented, you may contact our Mortgage Escalations Resolution Team at **********, Monday through Friday from 8am to 6pm, ET.

Sincerely,
******* *****
Officer 
Mortgage Escalations Resolution Team

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

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: ***************************.

Regards,

****** ******

7/24/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Suntrust failed to close my mortgage due to their underwriter's non-satisfaction with both the appraiser's release of the mold condition as well as a clear "mold inspection" from a licensed mold inspector. They dropped the "we are not going to close" bomb on me Friday prior to a Monday closing. All of this after they had me remediate the entire house of mildewy drywall in the basement and build a front porch railing system at my own expense.

Desired Settlement: I met all of the conditions of approval. I am a multiple repeat customer of Suntrust Mortgage on investment real estate. This cost me alot of time and money plus jeopardized my closing scheduled for June 30. I want back the $500 i paid my originator at the point of application.

Business Response: Re: ******  *****

Case number: *******

Dear ** ****:

We received your correspondence regarding the above
referenced case. Because you did not include a signed authorization form from
the client, we are unable to provide you a copy of our response to the client
dated July 16, 2014. Upon receipt of the signed authorization form, we will
gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

****** ******

7/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: A written letter of apology by Suntrust, and a written guarantee that the current mortgage will remain unchanged in its current form and status, and that all future insurance payments will be paid with diligence, and that written notification of said payment be forwarded to me in a timely manner.

Business Response: Re: ******  *****

Case number: *******

Dear ** ****:

We received your correspondence regarding the above
referenced case. Because you did not include a signed authorization form from
the client, we are unable to provide you a copy of our response to the client
dated July 16, 2014. Upon receipt of the signed authorization form, we will
gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

****** ******

7/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: An immediate copy of the original appraisal and a hold on this escrow increase until this and my insurance policy are both resolved.

Business Response: Dear ** ****:

We received your correspondence regarding the above
referenced case. Because you did not include a signed authorization form from
the client, we are unable to provide you a copy of our response to the client
dated July 15, 2014. Upon receipt of the signed authorization form, we will
gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

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

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, and find that this resolution would be satisfactory to me. I did receive the 2009 appraisal which will help with my case with the insurance company and they have also agreed to adjust my monthly escrow payment for a period of time.  I consider their actions as satisfactory and agree that this case can now be closed.

Regards,

***** ******



7/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: DesiredSettlementID: Refund $1500.00

Business Response: Re: ******  *****

Case number: *******

Dear ** ****:

We received your correspondence regarding the above
referenced case. Because you did not include a signed authorization form from
the client, we are unable to provide you a copy of our response to the client
dated June 5, 2014. Upon receipt of the signed authorization form, we will
gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

****** ******

Consumer Response:

Better Business Bureau:

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

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


Regards,

***** ******



Business Response: Dear *** ******:
This letter is regarding your correspondence what was forwarded to our office from the Better Business Bureau regarding the above referenced loan. We appreciate the opportunity to respond.
Our records reflect that we responded to your concerns on April 28, 2014. We have enclosed a copy of our earlier response and the attachments. Our position remains the same.
*** ******, if you should have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ************, Monday through Friday from 8 a.m. to 6 p.m., ET. If you have any questions regarding the servicing of your mortgage loan, please contact our Client Services Department at ************* Monday through Friday from 8 a.m. to 8 p.m. or Saturday from 9 a.m. to 3 p.m., ET.
Sincerely,
***** ******

Consumer Response: Better Business Bureau:

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

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

Regards,

***** ******



Business Response: Dear *** ******:

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

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

Below Is the insurance activities In 2013 for both loans:

Loan Number **********:


• In August 2013, we received a homeowners' policy (**** ********) from
** **** **** ****** ********* ******* ** ***** ******  reflecting a policy date of August 19,2013 through August 19,2014. However, we were unable to accept the policy because your name was not listed as the insurer.

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

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

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

Loan Number**********:

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

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

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

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

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

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

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


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

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


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

In your previous letter you mentioned the problems you encountered in us paying your real estate taxes. We regret that when your taxes were paid In 2011 the incorrect amount was taken from the escrow account for both loans. To rectify the error, we updated each loan to reflect the correct tax amount due In 2011 as well as verified that our system showed the correct parcel identification numbers for both loans. We also deleted the escrow account
effective with the January 1, 2012 payment. The escrow deletion fee In the amount of $87.29 was waived for loan ********** and $67.79 was waived for loan***********

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

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Suntrust is still wasting my time with excuses and no solution.  Anyone reading this please take it as a HUGE WARNING and RUN!!!!


Regards,

***** ******

7/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Mortgage was commenced with Suntrust on 02/2014. The experience thus far is horrendous, at best. In fact, this has been the worst, most unorganized, misappropriated experience of business thus far in my life. It is not only disappointing but shameful and embarrassing. The mortgage payment has never been tardy, yet Suntrust is reporting tardiness due to their misappropriation of funds. Too date we have payments made and received, months prior, yet still remain unapplied or misapplied. Interest and fees are attempted to be charged without substantiation since the payment received in full. Calls and Collection Agents on behalf of Suntrust FLOODED my phone daily, minimum six calls a day, although payments received in excess. Money to the tune of $450.00 sent to places from my escrow account Suntrust was unable to account for and was and is undue. This money was not credited back to my account properly causing additional interest, undue. To date money in the thousands is misapplied or unapplied. This is embezzlement and theft in my view.

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

Business Response: Re: ******  *****

Case number: *******

Dear ** ****:

We received your correspondence regarding the above
referenced case. Because you did not include a signed authorization form from
the client, we are unable to provide you a copy of our response to the client
dated June 23, 2014. Upon receipt of the signed authorization form, we will
gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

6/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I deposited a check at the ******* ** ******* Suntrust ATM on 5/20 and the ATM shutdown after it took my check. Since then I have not been able to get Suntrust go remove the check from the ATM so that it can be properly deposited. I did not receive credit for the deposit. I have no money. My electricity will be turned off tomorrow. I have a claim # ******* filed on 5/21. The manager, Lawrence Ramsey, says there is nothing that can be done for me. I want the check removed from the ATM so that it be deposited so that I can access the funds. Their machine had an error and shutdown and they are refusing to help me with the aftermath. Nothing has been done to help me. I am told I can have the problem escalated in a few days after they have done nothing for the first 10 business days. No one is actually willing to do anything to get this error corrected so that I have access to the funds. It is bad enough that this occurred. It is obscene that Suntrust will not help correct an error that was caused by their machine malfunction. I am a single mother with no money. I would never have banked with Suntrust had I known they abuse their customers in this manner.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want the check retrieved and deposited so that I can have access to the money ASAP. I also want compensation for the stress and inconvenience this error and their unwillingness to correct it has caused me and my children. And I want other people to know the ATM is defective.

Business Response: Re: BBB complaint #*******

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

Please close this case in your records.

6/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I would like for SunTrust to submit the sales contract to their committee and hopefully agree to the short sale. We have been waiting months just for the completed file simply to be sent to the deciding committee.

Business Response: Dear ** ****:

We received your correspondence regarding the above
referenced case. Because you did not include a signed authorization form from
the client, we are unable to provide you a copy of our response to the client
dated June 17, 2014. Upon receipt of the signed authorization form, we will
gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

6/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: company will not let you file to see if you can qualify for any loan modifications or any help they claim they never received the paperwork after 40 times of sending it over the past 3 months I have send it through the mail certified and I scanned copys from a computer they claim over and over again they didn't receive the paperwork I have ample proof that I've sent it too many times this company won't help seems like a loan modification scam I've had problems with trying to do this since 2010 since I lost my job and was on unemployment seems like they just stall you for months so they can foreclose.

Desired Settlement: that the company starts taking the paperwork and doing ethical moral correct thing they know this is unfair business practices before the complaints have to go further because I think this is a government law.

Business Response: Dear ** ****:

We received your correspondence regarding the above
referenced case. Because you did not include a signed authorization form from
the client, we are unable to provide you a copy of our response to the client
dated May 23, 2014. Upon receipt of the signed authorization form, we will
gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

6/9/2014 Problems with Product/Service
6/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I lost my job in October 2013. Suntrust applied late fees which were normal, however they begin charging me $20.00 for a loan preservation specialist to inspect my home monthly. I called in to collections who continuously sent me to loan preservation department. They never answer the phone nor do they return phone calls. I logged into my suntrust mortgage account online and sent a correspondence and this is what I got in return “Dear ****** ******* ,Thank you for contacting SunTrust Mortgage. Unfortunately, this email was sent through an unsecured source and we are unable to reply with account level detail for security purposes. To send a secure email, please log on to your account at ************************ and then click on the Secure Mail link. If you are still having issues getting into the secured site please contact our customer service department at ************** for assistance.I hope this information proves helpful. We look forward to satisfying your financial needs. I give full authorization for Suntrust to respond to this complaint. ****** ** Suntrust do not give me this 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 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.” Unacceptable!!! Sincerely, Mortgage Default Dept. I have not seen anyone come out to inspect my home nor have they left any paperwork to verify they have been there. Recently I have had a $40 late fee and an additional $ 40 for loan preservation. This is truly a rip off and unethical. I am very disappointed in this company and the way they do business.

Desired Settlement: I would like the home preservation inspector to leave documentation that he or she has came out to inspect my home and I would like a refund for the charges for these services because I have not had verification that anyone has ever inspected my home. These charges are $20 monthly. Loan #**********

Business Response: Re: ******  *****

Case number: *******

Dear ** ****:

We received your correspondence regarding the above
referenced case. Because you did not include a signed authorization form from
the client, we are unable to provide you a copy of our response to the client
dated May 23, 2014. Upon receipt of the signed authorization form, we will
gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

****** ******

6/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 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 (**********) 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 ** ****

This letter is regarding your correspondence that was
forwarded to our office from the Better Business Bureau 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 (****** ***** ***) 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 **********, Monday through
Friday from 8am to 8pm, or Saturday from 9am to 3 pm.

** *****, if you should have any questions regarding this
letter, you may contact our Mortgage Escalations Resolution team at **********,
Monday through Friday from 8am to 6 pm.

Sincerely,

***** *****

6/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First off we fell behind on our mortgage in 2012 and received a deferment. At the end of the deferment we were then told we needed to pay the amount we weren't paying during the deferment period. This caused us to be even further behind. Then we were offered to have a loan modification in 2013 and received the documents, signed and returned asap. We then received no word of what was going on until we were contacted that the papers had expired and needed to be re-submitted. Again we signed and returned asap only to have new documents sent in again because again they expired before anything happened. Finally I called HUD and they helped get the modification completed. After the modification documents were signed and sent back we had to make three "trial payments" by mail with money orders that started April 2013. They said after these "three" payments we would be able to make normal payments by what ever way we wanted. When the "trial payments" were completed our Home Preservation Representative told us we would need to continue to make trial payments until further notice. This time the "trial payments" needed to be made by phone only and only by speaking to a live person that was my rep or someone else in the department, not even with the automated service or customer service. This continued until November 2013 which was the last time I got to speak with anyone to make my payments. We also received a new package that said there was errors on the modification documents and need to sign the corrected page. I was not able to speak to anyone about what this was either as the letter with it did not explain anything. When I would call I would get a voice-mail for my rep or when I would select the option on the phone for a backup I also got voice-mail. Now since March 2014 I have spoken to someone four times, today was the first time I have spoken to my current rep. Our rep has changed three times since November 2013. She then told me that my loan has been escalated and now she cant help me as I now have a new single point of contact. So now I am 7 months behind because no one was ever "at their desk" when I called and they would always call me back in the mornings despite that my messages I would leave always said that we, my wife and I, are not home until after a certain time. I received notification by letter today that we are now back in foreclosure. I have been given different amounts that my payments are and different amounts for what I owe right now. I feel as if I am being given the runaround so that I will be forced into the loss of my house.

Desired Settlement: I need someone to talk to me that knows what is going on and what my options are now and is not just going to take my information and pass it on. We do not want to lose our house so we really want to get this resolved as soon as possible. I feel as if Suntrust Mortgage is responsible for our delinquency due to their lack of availability and communication.

Business Response: Re: ******  *****

Case number: *******

Dear ** ****:

We received your correspondence regarding the above
referenced case. Because you did not include a signed authorization form from
the client, we are unable to provide you a copy of our response to the client
dated may 20, 2014. Upon receipt of the signed authorization form, we will
gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

****** ******

6/3/2014 Problems with Product/Service
5/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: I want to keep my house.

Business Response: Dear ** ******:

We have received your correspondence regarding the above referenced case. Because you did not include a signed authorization form from the client, we are unable to provide you a copy of our response to the client dated May 20, 2014. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office. 

Thank you for contacting SunTrust.

Sincerely, 
***** ******

5/13/2014 Problems with Product/Service
5/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 ******* 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 ** ****

We have received and reviewed the correspondence that was forwarded to our office from the Better Business Bureau (BBB) 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 ** **** ***, ******* ****** ********, 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 ( ******, ***** and ******). 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…”

** ****, I have ***** 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 ** ** at *********. If you have any questions regarding the information presented, you may contact our Mortgage Escalations Resolution Team at *********, Monday through Friday from 8am to 6pm., ET.

Sincerely,

****** *****

4/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Suntrust Mortgage reported a late payment on my mortgage on Octoebr 2010. Since May 2011, I have been trying to work with Suntrust to find out why this was reported even though my payment was on time. Hundreds of emails and tens of calls later, they still failed to fix the error. They even refused to produce the ledger that shows the late payment, and I had to go through a contact who is a **** ********* at Suntrust Mortgage to obtain the ledger, which showed that the payment they repoerted as late was on time!!!

Desired Settlement: Fix the problem by reporting to credit bureaus that the payment on October 2010 was sent on time, and that the loan NEVER had a 30-days late payment.

Business Response: Dear ** ****:

We received your correspondence regarding the above referenced case. Because you did not include a signed authorization form from the client, we are unable to provide you a copy of our response to the client dated April 2, 2014. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contact SunTrust.

Sincerely,

****** *****

Business Response: Dear ** ****:

We received your correspondence regarding the above referenced case. Because you did not include a signed authorization form from the client, we are unable to provide you a copy of our response to the client dated April 2, 2014. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contact SunTrust.

Sincerely,

****** *****

Consumer Response: Better Business Bureau:

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

I am yet to receive any feedback from SunTrust. They have not contacted me with a solution to the problem.

Regards,

***** ********




Consumer Response: Better Business Bureau:

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

I am yet to receive any feedback from SunTrust. They have not contacted me with a solution to the problem.

Regards,

***** ********




Business Response: Dear ** *******:

We have received and reviewed the correspondence that was forward to our office from the Better Business Bureau (BBB) regarding the above referenced loan. We appreciate the opportunity to look into the issues raised and to provide a response to you.

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 (*****, ****** and *******).

As a courtesy, we confirmed that the reporting for *******, ***** and ******* has been accurate. However, we did learn that ****** was reporting an October 2010 delinquency under the prior construction loan (************). An update has been submitted to ****** to remove the negative information from your credit report. If you have any questions regarding the reporting, please contact the credit reporting agencies. Although we furnish the information to the credit reporting agencies, SunTrust Mortgage, Inc. does not control how it appears on your credit report.

** ******, if you have any questions regarding the information presented, you may contact our Mortgage Escalations Resolution team at **********, Monday through Friday from 8a.m to 6 p.m., ET.

Sincerely,

***** *****

Business Response: Dear ** *******:

We have received and reviewed the correspondence that was forward to our office from the Better Business Bureau (BBB) regarding the above referenced loan. We appreciate the opportunity to look into the issues raised and to provide a response to you.

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 (*****, ****** and *******).

As a courtesy, we confirmed that the reporting for *******, ***** and ******* has been accurate. However, we did learn that ****** was reporting an October 2010 delinquency under the prior construction loan (************). An update has been submitted to ****** to remove the negative information from your credit report. If you have any questions regarding the reporting, please contact the credit reporting agencies. Although we furnish the information to the credit reporting agencies, SunTrust Mortgage, Inc. does not control how it appears on your credit report.

** ******, if you have any questions regarding the information presented, you may contact our Mortgage Escalations Resolution team at **********, Monday through Friday from 8a.m to 6 p.m., ET.

Sincerely,

***** *****

Consumer Response: Better Business Bureau:

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

I would like a courtesy credit report from all three bureaus to confirm that all errors relating to this loan have been corrected.  Thank you.

Regards,

***** ********




Consumer Response: Better Business Bureau:

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

I would like a courtesy credit report from all three bureaus to confirm that all errors relating to this loan have been corrected.  Thank you.

Regards,

***** ********




4/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: Full refund of the expenses incurred by the buyer due to mis-information by the mortgage division.

Business Response: Re: ******  *****
Case number: *******
Dear ** ****:
We received your correspondence regarding the above referenced case. Because you did not include a signed authorization form from the client, we are unable to provide you a copy of our response to the client dated February 28, 2014. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
Thank you for contacting SunTrust.
Sincerely,
****** ******

Consumer Response: Better Business Bureau:

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

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

Regards,

***** ********

Dear *** *****:

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

Regards,
***** ******** ************


****** *** ******** *****

Business Response: Dear ** *****:

We have received and reviewed your correspondence that was
forwarded to our office from the Better Business Bureau (BBB) regarding the
above referenced loan. We appreciate the opportunity to look into this issue
raised and to provide a response to you.

On October 21, 2013, we received two loan applications for the
condo referenced about. You requested an expedited closing. In order to
expedite your loan application, we ordered the appraisals before the condo
review process could be completed. After reviewing the file, the loan
applications were denied because the condo project did not meet Agency Requirements.
A denial letter dated November 14, 2013 was sent to you for each loan
application.

Please understand that we are unable to determine the
qualifications of a property or applicant until we fully review the loan
application. SunTrust Mortgage, Inc (SunTrust) is required to document and
review all information related with the loan application prior to making a
decision. We have fully reviewed your complaint and the loan applications
process and determined that SunTrust was in compliance with the initial
disclosures. We respectfully decline your request for reimbursement of the fees
involved with these loan applications.

It is SunTrust’s policy to offer and extend its banking products
and services, including credit products, to any qualified applicant in a fair,
responsible, and equitable, and non-discriminatory manner, and in compliance will
all applicable fair banking and consumer protection laws. SunTrust is committed
to fairly representing its products and services while disclosing the costs and
fees associated with such products with honesty and transparency. Our goal is
to provide value to our clients, protect their interests, and assist them in
selecting the products or services that meet their needed. To that end, we scrutinize
our disclosures to ensure that they are clear and understandable and we verify
that information provided to our clients is complete, accurate and is not
likely to mislead or deceive. We provide comprehensive training to our
employees and we perform ongoing monitoring to ensure compliance with consumer
protection laws and regulations.

Every SunTrust employee is responsible for ensuring adherence
to air banking and consumer protection laws and regulations. WE take
allegations of unfair, deceptive, or abusive acts and practices seriously and
do not tolerate these actions from any employee. This statement is applicable
to all aspects of the credit process, including, but not limited to, credit
approval, pricing and loan servicing.

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

Sincerely,

***** ******

Consumer Response:

Better Business Bureau:

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

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

Regards,

***** ********



4/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I need suntrust to clear my name and the delinquent amount with **********. I have my bank statements with record of the payments made to suntrust in accordance with their program, and I'm sure they know the details of their own program that we carefully followed. And I definitely need the negative credit reporting to be lifted.

Business Response: Re: ******  *****
Case number: *******
Dear ** ****:
We received your correspondence regarding the above referenced case. Because you did not include a signed authorization form from the client, we are unable to provide you a copy of our response to the client dated April 2, 2014. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
Thank you for contacting SunTrust.
Sincerely,
****** ******

4/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When we entered our mortgage agreement, our mortgage broker informed us that we would be released from escrow after 6 months if we paid everything on time. We were not released from escrow, but were generally fine with staying in the escrow arrangement. That is, of course, until the escrow account MISMANAGED our escrow funds, paying the property tax TWICE. Here is what happened: At closing in June 2012, it was agreed that ************* would pay the 2012 Property Tax bill in Fall 2012. Funds were transferred as part of the Settlement Statement for Jan-May 2012. Despite the fact that the property tax bill was under dispute, SunTrust paid the 2012 Property Tax bill in September 2012 with funds from the ************* escrow account. Because SunTrust paid the bill early, it was refunded to the owner of record as of January 1 - the prior owner of our house. Then, when the property tax bill came due, SunTrust paid it AGAIN from the ************* escrow account. After paying the taxes TWICE, SunTrust informed us that we had underfunded our escrow account and requested additional funds. SunTrust then took NO steps to correct the problem, and has insisted that we continue to abide by the escrow account despite the fact that the organization is clearly INCAPABLE of managing a complex process such as this. I do not trust SunTrust to manage our escrow account and believe we would be FAR better at managing our tax obligations than an organization that has already proven itself massively incompetent.

Desired Settlement: We should be released from the escrow account without having to pay any fees and have the amount currently in our escrow account refunded to us immediately.

Business Response:

Re: ******  *****

Case number: *******
Dear ** ****:

We received your correspondence regarding the above referenced case. Because you did not include a signed authorization form from the client, we are unable to provide you a copy of our response to the client dated March 28,2014. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

****** ******

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, 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: complaints@richmond.bbb.org.

Regards,

********* ******

*******

 
So sorry for my slow response to this - I attempted to send another message to say that the business has in fact resolved the issue (after I sent my previous message).  Please do consider the item closed and resolved.
 
Thank you!
********* ******

4/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After 2 phone inquiries for a mortgage payoff amount calculated on certain dates, I sent a personal check ($*********)in advance of last calculated date of February 26, 2014 to pay off mortgage in full. On about March 1, I received a letter with the check returned explaining a process requiring wire transfer or cashier's check. I phoned the enclosed number in the letter to authorize initiating a wire transfer and they sent me to a local branch to perform the transaction. The local branch said they could not help since he transfer was from *** ****. They suggested new options that would result in double wiring charges to mortgage bank or single wiring charge to branch and then a cashier's check for mortgage bank, where both methods would delayed payoff. I called Suntrust Mortgage again for assistance, and to waive additional interest charges associated with extra days to resolve. They did not offer any assistance other than recalculate the interest charges ($*****) for new estimated times to receive a cashier's check. I was forced to pay the original pay off amount of $******; additional interest charges of $*****, air express charges of $***** and 2 hours of personal time for bank runs or calls. Suntrust acted with neglect and seemed to put barriers to this pay off on every step.

Desired Settlement: Refund the following for restitution into my Suntrust checking account:$****** calculated as$***** interest + $***** administration + $** extra services

Business Response: Dear ** *******:

We have received and reviewed the correspondence that was forwarded to our office from the Better Business Bureau 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 you were provided a payoff statement on February 4 and 10, 2014. The payoff statement provides the form of payment required for the payoff, the total amount to pay the loan in full, as well as the payoff mailing instructions and other pertinent information related to a loan payoff.

On February 25, 2014, we received and subsequently returned to you check number *** in the amount of $********. The check was returned because payoffs must be in guaranteed funds. An updated payoff statement was also provided to you for review. The payoff funds were received on March 7, 2014 and the loan was paid in full. 

We are unable to honor your request for restitution as we did not receive the payoffs funds in the proper manner required to satisfied the mortgage loan on February 25, 2014.

** *******, if you have any questions regarding the information presented, you may contact our Mortgage Escalations Resolution Team at *** *** ****, Monday through Friday from 8 am to 6 pm. ET.

Sincerely,
******* ****
Officer
Mortgage Escalations Resolution Team

Consumer Response: Better Business Bureau:

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

I reviewed the February 4 paperwork referenced in your response, and it does say guaranteed funds, but not what constitutes this guarantee.  The same letter goes on to address a wiring option only.  Also, I spoke to one of your agents on 2 occasions before the mailed personal check, which is a "FDC guaranteed.  Plus, I am a registered "premium customer" that had more than enough liquid funds to cover the payoff of my submiittal date (same as guaranteed).   Clearly the intent on the earlier date must be acknowledged through proof provided with this complaint.Your neglience caused my mistake of not recognizing the form of payment needed.  If I had recognized it, I would have complied and never experienced the additional interest cost, administrative cost and personal time impact. 

Regards,

****** *******




3/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: Refund me the $577.02 they charged me to close the account.

Business Response: Re: ******  *****
Case number: *******
Dear ** ****:
We received your correspondence regarding the above referenced case. Because you did not include a signed authorization form from the client, we are unable to provide you a copy of our response to the client dated March 12, 2014. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
Thank you for contacting SunTrust.
Sincerely,
****** ******

3/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: DesiredSettlementID: Other (requires explanation) Change the way they do business this is harassment.

Business Response: Re: ******  *****
Case number: *******
Dear ** ****:
We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from ** *****. Therefore we are unable to provide you a copy of our response to the client dated March 12, 2014. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
** ***** if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at *** *** *****, Monday through Friday from 8 a.m to 6 p.m.
Thank you for contacting SunTrust.

3/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A company I was part-owner in bought a new **** ********* ********* in 2006 and I was a guarantor on the note.the company had some hard times and missed some payments to Suntrust. I was sent a ten-day demand letter to bring the truck back or topay it off. I called for a payoff and was given an amount by Suntrust to payoff the truck. I sent an additional twenty dol