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Better Business Bureau ®
Start With Trust®
Central Virginia

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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 16 factors. Get the details about the factors considered.

Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • BBB does not have sufficient information to issue a rating on this business.

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Customer Complaints Summary Read complaint details

305 complaints closed with BBB in last 3 years | 74 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 8
Billing/Collection Issues 84
Delivery Issues 2
Guarantee/Warranty Issues 1
Problems with Product/Service 210
Total Closed Complaints 305

Customer Reviews Summary Read customer reviews

1 Customer Review on SunTrust Mortgage
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

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BBB file opened: December 04, 2008 Business started: 12/08/1865 in VA Business incorporated: 03/01/1927 in VA
Type of Entity

Corporation

Contact Information
Customer Contact: Executive Services
Business Category

Mortgage Bankers


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The following describes a pending government action that has been formally brought by a government agency but has not yet been resolved.  We are providing a summary of the government's allegations, which have not yet been proven.

On June 17, 2014, the US Department of Justice and the Consumer Financial Protection Bureau filed a Consent Judgment in the United States District Court for the District of Columbia.  Charges filed allege the business is in violation of federal law prohibiting misconduct in the servicing of mortgages.  The matter is pending.  For more details go to http://files.consumerfinance.gov/f/201406_cfpb_consent-judgement_sun-trust.pdf.

In response to these charges, the business provided the following statement:  "SunTrust is pleased to have resolved these legacy mortgage matters.  We are addressing issues related to mortgage matters stemming from the financial crisis and recession period.  Over the past several years, SunTrust has made improvements to its mortgage underwriting processes and internal controls.  This includes increased training and the establishment of a center of specialization to underwrite all government-insured mortgages, which has led to improved quality control and significantly reduced error rates.  We also completed timely implementation of stringent new regulatory requirements for loan origination and disclosure issued by the Consumer Financial Protection Bureau (CFPB) across all of its retail and correspondent origination locations."


Complaint Detail(s)

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 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,
******** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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


BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/29/2014 Problems with Product/Service
7/29/2014 Billing/Collection Issues | Read Complaint Details
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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,

*****
****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/24/2014 Delivery Issues | Read Complaint Details
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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,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/22/2014 Problems with Product/Service | Read Complaint Details
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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,

***** ******



BBB's Final Determination: Consumer accepted resolution offered by the business.

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,

***** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2014 Problems with Product/Service | Read Complaint Details
X

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/25/2014 Problems with Product/Service | Read Complaint Details
X

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,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/12/2014 Billing/Collection Issues | Read Complaint Details
X

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/9/2014 Problems with Product/Service
6/5/2014 Billing/Collection Issues | Read Complaint Details
X

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,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/5/2014 Billing/Collection Issues | Read Complaint Details
X

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,

***** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/3/2014 Problems with Product/Service | Read Complaint Details
X

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,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/3/2014 Problems with Product/Service
5/29/2014 Billing/Collection Issues | Read Complaint Details
X

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, 
***** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/13/2014 Problems with Product/Service
5/9/2014 Problems with Product/Service | Read Complaint Details
X

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,

****** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

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




BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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,

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



BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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,
****** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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!
********* ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

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,

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




BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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,
****** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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 dollars in case it did not post on a certain day. A few days later I was sent a lien satisfaction letter and the balance of the extra twenty. Three months later, after I had gotten my clear title to the truck, Suntrust sentanotice thar there was still $1427.10 owing on the truck. This amount was in aaddition to the payoff and I refused to pay it. They tried to collect this money and even sold this account to other collection services. They put this on my personal credit report. Account_Number: *****************

Desired Settlement: DesiredSettlementID: Other (requires explanation) Remove this from my credit report and admit they made a mistake. They also need to send the IRS an amended debt forgiven letter.

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

We have received and reviewed your correspondence forwarded to us from the BBB regarding our reporting of the above reference account. We appreciate the opportunity to respond.

Our records reflect Check **** for $1,400.60 posted to the account on June 12, 2009, satisfying the May 1, 2009 and June 1, 2009 payments.  On June 19, 2009, we applied your $10,674.89 payment as a payoff to the loan. On June 23, 2009, because the loan showed a zero balance, a paid in full letter was generated. However, that same day, the check $1,400.60 was returned for non-sufficient funds, and we were unable to cancel the paid in full letter. We notified you by letter about the returned check and the balance owned on the loan. The account became past due, and we were unsuccessful in our attempts to contact you. For this reason, the account was closed with a balance owed on November 30, 2010 and a Form 1099-G, was issued.

You have requested that we remove the delinquency information from your credit report. Based on the payment history, the reporting is accurate. The account is being reported as charged off with a balance due of $1,428.12. If you pay the remaining balance or settle the account for less than the amount owed, we will update our reporting at that time. Please note information reported prior to the account being paid in full or settled with remain.

** ********, we trust this information is helpful. If you have any other questions regarding this matter or pay off or settle the account, please call our Recovery Department at *** *** ****. A representative will be glad to assist you.

Sincerely,
****** ******
Officer 
Executive Services

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 consumer called and stated that he received a notice that he paid off the loan and didn't know why it was not showing as paid off. 

Regards,

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




BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

3/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: Process the payments that I have made so my account is current and does not look like it is delinquent.

Business Response:

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

We have received and reviewed your correspondence that was forwarded to our office from the Consumer Financial Protection Bureau (*****) 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.

Our records show that we have responded to your concerns multiple times. ******* are copies of our letters dated July 23, 2013, August 27, 2013, October 4, 2013, November 21, 2013, and December 12, 2013. As of the date of this letter, we have not received copies of the front and back of your checks to research the alleged missing payments.

We are required to analyze your escrow account annually to ensure we are collecting sufficient funds to pay your taxes and insurance. In accordance with applicable law, we estimate the amount of funds needed for future escrow payments based on your previous tax and insurance payments. Also, as permitted by law, we require a minimum escrow balance, which equals two months of escrow payments. Because the annual taxes and insurance amounts are subject to change, the required escrow balance and monthly escrow collection may also change.

We performed an escrow analysis in February 2012. The escrow analysis reflected an escrow shortage of $3,426.83 due to an increase in your property taxes and homeowners’ insurance. You had the option to pay an escrow shortage in full or have it spread over a 12-month interest free repayment period beginning with the April 1, 2012 payment. Since we did not receive a payment for the shortage, your mortgage payment was adjusted from 1,182.23 to $1,487.41 effective April 1, 2012. ******* is a copy of the Annual Escrow Account Disclosure Statement dated February 21, 2012, which was sent to the address of record.

On March 31, 2012, we received a payment in the amount of $1,183.00 for the April 1,2012 payment. Although your payment amount was $1,487.41 we applied the funds towards the April 2012 payment and sent you a letter explaining the payment was short of the required amount. ****** is a copy of the letter.

As indicated in our pervious letters, your check #**** dated April 24, 2012, in the amount of $1,183.00 was returned to you on May 1, 2012 because the funds were not sufficient to make a fully mortgage payment. We also returned another payment received on June 4, 2012, check #****, for $1,183.00 for the same reason. We sent you letters along with the checks explaining the reason why we were unable to accept these payments (****** ******). Your loan was due for the May 1, 2012 payment in the amount of $1,486.41.

Please refer to the ******* spreadsheet, which shows all the payments that we have received and applied from March 31, 2012 through January 23, 2014. I have also ******* a copy of the payment history from January 1, 2011 through January 23, 2014 for your records.

Your escrow account was analyzed on February 20, 2013. The analysis reflected an escrow shortage of $314.02. You had the option to pay the escrow shortage in full or have it spread over a 12-month interest free repayment period beginning with the April 1, 2013 payment. We did not receive a payment for the shortage. Your mortgage payment was adjusted from $1,487.41 to $1,228.99 effective April 1, 2013. **** is a copy of the Annual Escrow Account Disclosure Statement dated February 20, 2013.

We have reviewed your complaint and account history and we show that we did not receive payments in September 2012, June 2013, and October 2013. Due to these missing payments, your loan is three months delinquent and reflecting due for the November 1, 2013 payment.

If you feel that you have not been given credit for a payment, we need copies of the front and back of the check for such missing payments in order to research. We have requested this information in our pervious letters; however, all you have provided are carbon copies from your check book. These copies are not sufficient since they do not prove that the funds cleared your banking account. Please provide proof that the alleged missing payments were processed through your bank account and we will research further.

** *******, according to the note that you and *** ****** * ***** signed at closing, the mortgage payment is due on the first of every month. However, a late charge is not assessed until the end of the 15-calendar day after the due date. Any late fees and property inspection fees that you have incurred are authorized according to the terms included in the ******* copies of the Note and Deed of Trust.

Currently, your loan is due for the November 2013 through January 2014 payments. The amount to being the loan current is $3,686.97. There is a balance of $171.01 in the suspense account, which can be used towards the reinstatement of the loan. As a onetime courtesy, I have waived the $98.32 for unpaid late charges.

To bring your loan current, please contact our Collections Department at your earliest convenience at ***.***.****. Monday through Friday from 8 a.m to 10 p.m if you are experiencing a financial hardship, you may contact the home, you may contact the Home preservation Client Representative (HPCR) assigned to your loan. ** ******  *******, at ********** extension *****our HPCR department is available Monday through Friday rom 8-10 ET.

*** ****** if you have ant questions regarding this letter, may may contact or Mortgage Escalations Resolution Team at ************ Monday through Friday from 8-6ET.

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 has still not credited my account with the payment which I have a cancelled check for; check #**** which cleared by bank account on 6/11/2013 with SunTrust's endorsement on the back.  They still have not processed two of my payments and have made no indication that they will try to find these two payments.   They continue to ask for cancelled checks for these two payments but I don't have cancelled checks since they have not processed these payments.   I believe they have them and are just not processing them so they can make my account look delinquent.  I still have not been able to talk to a real live person.

Thank you for your help.  ****** ********

Business Response:

Dear ** ******,** ********, ** *****:

We have received and reviewed your correspondence that was forwarded to our office from the better business bureau (BBB) in response to our letter dated January 23, 2014. We appreciate the opportunity to respond.

Thank you for providing us with a copy of the back and the front of your check $****, dated May 30, 2013 for ******. Our research shows that the payment was inadvertently applied to another account on June 10, 2013. To correct this error, on February 11, 2014, we reversed that funds from the incorrect account and applied the payment towards your account effective as of June 10, 2013 towards the May 1, 2013 due date. All other payments received after June 2013, were also reversed and applied towards the respective due date. The loan is currently due for the January and February 2014 payments. I have ***** a copy of your payment history reflecting the correction for your records.

We are also submitting a request to the credit reporting bureaus to which we report (*******, ****** and ******) to update the payment history for this loan on your credit file.

In your correspondence you also included carbon copies of checks dated August 26, 2012 and September 27, 2013. As you indicated, these payments have not been processed as we have no record of receiving them. We suggest that you place s top payment on the checks and reissue new payments to bring your loan current.

To being your loan current, please contact our Collections Department at your earliest convenience at *** *** *****. Monday through Friday from 8am to 10pm. If you are expecting a financial hardship, you may contact the Home Preservation Client Representative (HPCR) assigned to your loan, ** ***** ****, at *** *** ****, extension ******. Our HPCR Department is available Monday through Friday from 8 a.m to 10 p.m.

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

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,

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


I made the two payments that SunTrust has lost, just like they applied one of my payments to the wrong account.  I can reissue the checks that they have lost but I have no guarantee that they won't continue to use these underhanded tactics again in the future to charge me fees and harm my credit rating.  I feel I should not have to pay any fees since they are the ones who lost my payments.  The photocopies of the checks that I wrote, the correspondence that I enclosed with the payments, and their past record of misapplying my payments should be proof enough that I am not delinquent on this loan.
Thank you.  ****** ********

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The car loan account was sent to repo for the collection of car without my knowledge or making me aware. I called Suntrust in Jan between the week of 1/1-110 to find out if my car loan amount was up to date because my mom was making the car payments. The Suntrust rep, April, told me that there were no outstanding balances on the account only for the month of Jan. Since I was late but still had time because of the grace period I opted to mail in my payments instead of paying a $15 telephone fee. I called Suntrust again during late Jan because the car payment check I mailed did not clear from my bank account. The Suntrust rep, I cannot remember his name, stated that all transactions were pending due to bad weather. On Jan 31, 2014 as I was leaving for work the repo man was outside my house trying to collect the car without any notification from Suntrust that they did not receive my car payment for Jan. When I called in Jan to inquire about Dec I was told no outstanding balances were due. I called SunTrust on 1/31 after work at 6:22pm to inquire about what happened I was told that Dec and Jan payment were not made and the account was delinquent 52 days. I explained to the rep that I called in Jan twice 1) to verify there was no outstanding balance and 2) the receipt of the check I mailed, the rep stated there was no documentation in their account. On Monday 2/3/14 I spoke to another SunTrust rep at 8am, Anthony, who told me he cannot accept my debit card to make a payment and there needs to be a wire transfer and call him after 2 hours to ensure it came through and the repo order will be lifted. I follow the instruction I call the Sun Trust rep and he stated to call him after another 2 hours and I followed. When the Sun Trust rep finally acknowledged the wire transfer he stated it would take 3 weeks for it to process my account and lift the repo order. I asked him why and he stated that was the process and when I called again to verify everything was being documented it seems it was not. I asked about my credit report and the rep stated it was my fault and nothing can be done.

Desired Settlement: DesiredSettlementID: Other (requires explanation) SunTrust rep was not trained properly to handle my phone. Sun Trust should own up to their mistake. And refund any late and extra fees they have charged me because of their error. Especially no documentation until I requestedSun Trust should remove the delinquency from my credit report since I called and verified about outstanding payments. They should check recorded phone calls to investigateSun Trust should invest in technology to give consume

Business Response:

Dear ** *****

We have received and reviewed your correspondence forwarded to us from the BBB regarding the collections and repossession activity for the above referenced loan. We understand your frustration in this matter and appreciate the opportunity to respond.

You stated in your correspondence you spoke with a SunTrust representative in the beginning of January 2014 regarding the balance due on the account. You also stated that you mailed us a check in January 2014. Regrettable we found no record of the call or receiving a check payment in January 2014.

We also do not show that a payment was received in December 2013. We made over 50 attempts to contact you at ********** and ********** between December 21,2013 and January 27, 2014, but were unsuccessful. On January 2, 2014, we sent a letter to the address of record asking that you contact us to discuss payment arrangements. We also placed a notice on your door on January 17, 2014. In January 28, 2024, the account was approved for repossession because it was 50 days past due.

On February 3, 2014, we received your payment bringing the account up-to-date. We cancelled the repossession order and assessed a cancellation fee of $165. On February 7, 2014, a second $165 fee was assessed, but was waived once we completed the cancellation process.

As a suggestion to avoid pate payments in the future, we recommend signing up for our automatic draft service. ******* is an Authorization to Change Deposit Account For Consumer Loan/Line Payments. If you are interested in setting up automatic payments from a deposit account ay your preferred financial institution, please complete the form and fax or mail it to the number/address shown on the bottom of the form.

You also requested that we remove any negative credit reporting for this loan. Based on the enclosed payment history, the reporting of the account is accurate. However, we did report the repossession activity. If you have not already done so, you may dispute the reporting directly with the consumer reporting agencies, and also add a consumer statement to your direct file. In the consumer statement, you may explain the reasons for the reporting, and any creditor or potential creditor will see your consumer statement with they access your credit file.

We regret that you were not satisfied with the service you received when you contacted us on January 31, 2014 regarding the repossession order. Please be assured your comments were forwarded to the appropriate management area.

** *****, we hope this information is helpful. If we need to update our records with your current telephone number(s) or if you have any additional questions regarding this account please contact our Loan Servicing Department at *********. A representative will be glad to assist you.

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,

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



sorry for not responding, I am satisfied with the findings.  Thank you for all the work and time dedicated to resolve this case.

 
******* ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/24/2014 Problems with Product/Service | Complaint Details Unavailable
2/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: Don't give false imformation to customers. Don't tell your employees to lie to customers.

Business Response: Re: ******  *****
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 January 14, 2014. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
Thank you for contacting SunTrust.
Sincerely,
****** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: I want them to allow me to prove (with receipts and all) that we are not behind a payment and correct their billing.

Business Response: Dear *** *** **** *******
We have received and reviewed your correspondence that was forwarded to our office from the Consumer Financial Protection Bureau (CFPB), the Better Business (BBB) and your letter regarding the above referenced loan. We appreciate the opportunity to look into the issue raised and provide a response to you.
Thank you for bring to our attnetion the problems you experienced with the servicing of your loan. it is always SunTrust's aim to provide superior service, and we regret any instance when we fall short of that goal. On Behalf of SunTrust, we apologize for the manner in which your payments were handled and for any inconvenience that matter may have casued you.
We have determined that when the loan was reinstated in June 2013, a misapplication of the funds casued the loan to become a month behind. To rectify this issue, we are reversing $***** that was applied to fees and combinging it with the $39.50 that you currently have in the suspense account to satisfy the December 1, 2013 payment. The loan will reflect a due date of January 1, 2014.
** *** *** *****, please accept our apologies for the inconveinence you have experienced in rectifing this issue. If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolutions Team at *** *** ****, monday through Friday from 8am to 6om ET.
Sincerely,
****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: just want to make record of the poor service we received from them, they also would not refinance for us and the excuse was because of the type of home we had, they gave us a first time loan but wouldnt help us by refinancing and making our payments smaller then what they were.

Business Response: Re: ******  *****
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 9, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
Thank you for contacting SunTrust.
Sincerely,
****** ******

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

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/13/2014 Billing/Collection Issues
1/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I want the $300.00 that was transferred into my Mother's account transferred back into my account and then I would like to close my account with Suntrust. Account # ending in ****. Suntrust has access to the same email trail I have on their website but if they happen to loose it I have copies of each and every email and what they have put me through.

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

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

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

**** ******


BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The credit bureaus are reporting that my previously satisfied mortgages with Suntrust (loan numbers included in complaint details) are reported with an incorrect pay pattern, and this is preventing my family from qualifying for new loans. My pay pattern is showing an "8-repossesion" in the second to last month, and a "9-bad debt" in the last month, indicating that the property was foreclosed and repossessed by the bank. This is incorrect information as the two loans were settled for less than full balance - indicating a short sale, with full satisfaction of the loans. Suntrust has confirmed this information with me, and I can see that same informatino when logging into my online Suntrust accounts. However, Suntrust continues to report this information correctly to the bureaus. Dispite my continued effort to find the right department in Suntrust that handles these issues, Suntrust continues to point me to different departments, all claiming that they have no way of fixing this information. My new mortgage broker, the bureaus, and even Suntrust are all confirming this problem and that the issue should be easily corrected by Suntrust fixing their communication with the bureaus. My mortgage broker has indicated that every bank he has encounted with this issue can easily resolve it by submitting a letter to the consumer, on company letterhead, indicating both loans were satisfied with the date of satisfaction; however, Suntrust continues to argue that it's "not their policy" to send this information to consumers. This behavior is unprofessional, misleading, and disingenuous.

Desired Settlement: I want Suntrust to properly notify each of the credit bureaus of the incorrect information on my file, I want Suntrust to produce a letter indicating that both loan numbers were satisfied in Oct 2011 and closed with a zero balance, and I want Suntrust to properly communicate with me regarding the resolution.

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

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

Thank you for contacting SunTrust.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: It has been more than three months since I paid SunTrust $212.50 to begin the process of refinancing my current SunTrust mortgage due to my divorce court order. I was told by loan officer **** ******* that the process would be finished by the end of November, and my interest rates would decrease along with my monthly payments. Since then, I have provided all requested information in a timely manner, even information over and beyond what SunTrust originally said was necessary. When the process began, I was assigned the refinance application number **********. I was told that SunTrust would only need my divorce decree and confirmation of past mortgage payments, I provided this information quickly to loan processors ******** *****. Over the past three months I have provided much more personal information to SunTrust than originally requested, yet no action has been taken on my refinance, and SunTrust is asking for even more personal information. The following list is everything I have sent to **** *******, ******** *****, and/or ******** ********. SunTrust has confirmed this information was received: • Divorce decree • Mortgage payments paid during an entire year • 2 months of bank statements • 2 months of bank statements (again) • W2 for 2011 and 2012 • Full tax records for 2011 and 2012 • Letter of explanation for bank deposits • 2 months of bank statements (again) • HOA statement • Pay records for 3 months • Documentation for bank deposits from an early 401k withdrawal for attorney retainer agreements regarding my divorce • Deposit explanation letter (again) faxed13. • Deposit explanation letter (again) emailed • 2 months bank statements (again) • Deposit explanation letter (again) emailed to new processor • Supporting documents to new processor • Savings account statements for October • Proof of employment information • Pay stubs (again) to new processor • HOA information (again) to new processor • Bank signed statements emailed • Faxed bank signed statements Now, this morning, SunTrust has requested that I send my pay stubs again, a letter from my employer for an additional proof of employment, a letter from my mother stating that I have access to my own savings account where she is listed as a secondary owner, a letter explaining a 401k loan that I have payments for automatically withdrawn from my paycheck, and another letter from my HOA confirming again that I am not late on my payments. SunTrust continues to pass off my refinance to different employees and develop excuses for delaying the completion of this transaction. There have been week long gaps in communication where I have not received a response from anyone at SunTrust regarding the status of my refinance, all of which is documented in email. I have been a SunTrust mortgagee in good standing for about six years and I am extremely displeased at how I have been treated as a consumer. This process has been terrible, has cost me much time and stress. These ongoing sporadic requests, that are many times for duplicated information, disrupt my workday and family life. On a secondary note, many of the items I provided to the first assigned loan processor were not passed on to underwriting. These documents contained sensitive and personal information and I have been told by SunTrust that the documents cannot be found as the original processor is no longer with the company. I have written confirmation that SunTrust received this material. I need to know what happened to these documents, as I am concerned that my privacy has been compromised. I left a voice message with the manager, ******* ***, on Monday (12/2/13) morning, but have not received a response regarding these concerns.

Desired Settlement: The refinance needs to be completed and approved as SunTrust agreed, or SunTrust needs to reimburse me the money that I paid for this service, as the fees paid were based on the assumption that the process would be completed in November and that the only documents that I needed to provide were my divorce decree and 12 months of mortgage payment history.

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 December 13, 2013. Upon receipt of the signed authorization form, we will
gladly share a copy of our response with your office.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/19/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Earlier this year SunTrust Mortgage took out, on 2 separate occasions, unauthorized $900+ from our old bank account, even after the first time calling them and telling them what happened, it still happened the following day. This situation caused us to be overdrawn from the bank by $500 the first time and $600 the next time. Our former bank filed a claim against them and still no refunding of any overdraft fees were done by either SunTrust Mortgage or **** ** ********. SunTrust Mortgage also proceeded to mail back a payment that had already been processed frkom March of this year in that same time frame. This has put us behind all year long because we had to take a $2,000 loan out to pay back the old bank and switch banks to prevent misuse from SunTrust Mortgage. This has put us behind all the bills this year. My husband was unemployed part the year so that put us behind even further but he has a job now. SunTrust will not allow him to call in payments to make and now recently we have tried to pay our bill online like always and we haven't been able to because SunTrust Mortgage for some reason or another has disabled online payments for us. My husband is now on 11/25 having to overnight the payment to SunTrust. I know we have been behind a little but with SunTrust Mortgage overdrawing our old bank this year and my husband becoming unemployed until recently, its been a hard year and SunTrust Mortgage is not helping anything at all, they are making it 100% worse and stressing us out more than we should be.

Desired Settlement: Want my husband to be able to speak to SunTrust on the phone without having to have me call first, want online payments turned on and left on for our convenience to pay and possibly getting refunded $100 worth of overdraft fees from our old bank.

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 9, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
Thank you for contacting SunTrust.
Sincerely,
****** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Failure to 1. stop check fraud, 2. refund fees in a timely manner, and 3. close my account to prevent further fraud A female in ********* has stolen my checking account information and printed checks using that information. She has presented 3 bogus checks totaling $3400.00 towards my account resulting in $216 in fees. After the first check was presented I tried to close the account so no further checks could be written and was told they could not close the account because there was a negative balance but that they would "flag my account" to prevent future bogus withdrawals. Two days later my account was hit again with 2 more checks. I tried again to close the account and was told I would have to go into a branch to do so. I still have fees on my account.

Desired Settlement: I want the money put back in the account today including the $180 in fees. And I want the account CLOSED>

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.
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/19/2013 Billing/Collection Issues
12/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Friday, 11/8/13, I went to ****** in the morning to grab some breakfast before going directly to work. With great embarrassment, when I swiped my debit card, it was denied. After trying my card once more, I ended up leaving****** very hungry and confused. Being that my credit union, **** ****** ****** ***** didn't open until 9 am, I checked while at work via my cell phone my credit union checking account to see why I could not use the $200 dollars in my checking account. When I checked online, to my horror I saw that Suntrust had cashed two checks: Check No. *** for 724.76, the check I wrote on 10/31/13; and my first **** ****** *****, No. *, written for 728.72, dated 5/31/13. With disbelief and a growling stomach I called my Credit Union when it opened and after a 20 minute conversation, was informed that Suntrust Mortgage cased these two checks at the same time. I immediately called Suntrust and ended up speaking with ****** *******. *** ******* informed me that; 1. I wrote a check for $1449.52; 2. Could not find the check number; 3. Was unable to locate the check; 4. She wanted to confirm my bank is not Suntrust; 5. She thinks Suntrust applied it to the wrong account; 6. She would put in a research request; 7. myself or my credit union needed to fax directly to her copies of the two checks that were cash; 8. That she would unlock my online Suntrust Mortgage username and password so that I may view my mortgage account online. I immediately renewed my Suntrust Mortgage log in information and immediately printed all payments made with Suntrust since 11/2001 to confirm that I have never missed a payment with Suntrust Mortgage who I've had numerous problems with since they purchased my loan from *** ******** last year. I called my credit union and requested they fax the copies of the checks that Suntrust cashed and also asked my credit Union how Suntrust was able to cash a check that was older than 90 days. My credit union informed me they should not have been able to cash it. At lunchtime I called Suntrust Mortgage again to find out if they received the fax and to find out when my credit union account would be credited. I spoke with a woman by the name of ******* and after getting nowhere with her, requested a supervisor. After holding I ended up speaking with a man by the name of ****** ****** and was informed by him: 1. Suntrust was not missing a payment from me; 2. That I wrote two checks; 3. Would get everything into the research dept; 4. Would contact by phone when he found out anything; 5. Understood that it's my money and it shouldn't have been taken; 6. Would get everything escalated; 7. Wait for the rep to contact him so he can get everything into the cashier department and get everything fixed for me. At 5:17 I call Suntrust and spoke with ******* ******* who informed me: 1. That my money would be refuned on the 19th. After telling her that that time frame would not be accepted, I asked for a supervior. ****** **** came on the phone and I informed her that I was not waiting until the 19th for money that was stolen for me to be returned. I demanded a check be overnightted to me. *** **** informed me: 1. That she sees that a previous supervisor had the refund expedited and that the transaction was put through that same day. She put me on hold to check the status of that expedited transaction, came back on the phone and infomed me: 1. Put a rush on request and that there was a 24 to 48 hour turnaround time; 2. That she wasn't sure how Suntrust could cash a check that was written over 90 days ago; 3. Research takes 24 to 48 hours and that that research would inform me of how the old check was cashed. 4. And that *** ****** had left for the day and that he would call me back.;

Desired Settlement: I desire some kind of compensation for the pain (migrane and stomach hunger pains), stress, and suffering I am still experiencing since 11/8/13 and still experiencing on 11/11/13. I desire some kind of fine, penalty to be placed on Suntrust Mortgage for fraud practices and whatever rules, statutes, and/or code that they violated. I desire for my money that was stolen from my bank account to be refuned immediately, but that day and timeframe has come and gone. I desire, in writing, an explanation of how a check written on May 31, 2013 could be cashed. I desire, in writing, why told me that they only received one check for the amount of $1449.52, when, in fact, they cashed two checks, one without my authorization.

Business Response: Re: ******  *****
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 9, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
Thank you for contacting SunTrust.
Sincerely,
****** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/9/2013 Problems with Product/Service
11/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

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

Business Response: Re: 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. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have paid a loan in full and have not received my Satisfaction Of Loan Documents. On 9/26/2013 I sent my last payment along with a letter requesting Satisfaction of Loan Documents. On 10/14/2013 I still had not received the documents (I did however receive mail stating I had a payment of $100.00 due on 11/5/2013) so I called the number on the letter (************** *** ******* ***** *******) and left a voice mail asking the status of the documents. On 10/22/2013 I still had not received the documents or heard back from anyone at Suntrust so I called the same number and left another voice mail. ***** ******* then called me back a short time after I left the voice mail. He stated that he sent the documents on 10/15/2013 and verified my address. I stated I would keep looking for them in the mail. On 10/30/2013 I still had not received anything so I called the same number back and left a voice mail stating I would like for his supervisor call me back to help me or I would need to contact the BBB to get help. ***** ******* called and left me a voice mail stating he can fax the documents to me if I had a number he could fax them to. I called back (still on 10/30/2013) and left him a voice mail with the fax number he can fax it to. On 11/1/2013 (today) I left him a voice mail stating that I have not received the faxed documents despite giving him the fax number two days ago. I also requested he give me the number of anyone else that might help me as his is the only number I have.

Desired Settlement: Satisfaction of Loan Documents

Business Response: Re: 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. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Overdraft charges being taken out of my account illegally. After posting a bill pay wrong I was charged for everything outstanding. After posting a wrong date on a bill pay account, they started overdraft charges on all outstanding transactions regardless of posting. 3 initial items cleared and when the "larger" charge came through wrong - even after telling them it was posted incorrectly, they proceeded to lump all the transactions together to make a bigger profit. I will pay the initial check charge for posting the wrong date but I refuse to pay the other and subsequently wrong charges because of the idiocy of their policies.

Desired Settlement: Refund of all check charges pertaining to the fraudulent grouping of charges. Time and trouble re-imbursement for all fraudulent charges and the arrest of the CEO of the bank for instituting illegal fraudulent charges in the first place.

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

We have received and reviewed your correspondence forwarded to us from the BBB regarding overdraft fees assessed to your above referenced account on October 7 ($***) and October 8 ($***). We appreciate the opportunity to respond.

Our records reflect that, on October 7, your account balance was $*******. Three items were pending (******* $*****, ******** ****** ***** $**** and ****** ****** $***), regarding your available balance to $*****. Since there were not sufficient funds to pay check **** dated October 3,2013 for $*****, ATM cash withdrawals for $**** and $****, and ******** ****** items for $*** and $****, your account was assessed a $**** overdraft fee for each transaction. This left you with a negative balance of $*****.

On October 8,2013 your account balance was negative $*****. On that date the following transactions were presented and paid: ******* for $*****, ****** ****** for $**** and $*** and ******** ****** for $***. As there were not sufficient funds in your account to pay the items, your account was assessed a $**** overdraft fee for each transaction. This left your account balance at negative $*****.

Based on this information and that items were presented for payment against insufficient balances, we have determined that the assessed overdraft fees were valid and will remain.

Please remember that once a check card debit transaction is authorized, a hold is placed on the client's account reducing the available balance. Funds on hold for pending check card debits cannot be used for other purposes even though the transaction has not posted against the account.

Generally, it can take between two to five business days for check card transactions to be presented for payment and permanently post to the account. For this reason, clients must maintain accurate account records noting all authorized debit transactions, including pending and credits to determine their available balances. Detailed information concerning this matter is included on pages 17 and 18 of our Rules and Regulations For Deposit Accounts and on our website *********.***.

We want to be sure that you are aware of our website ********.***, which contains helpful information on how to manage your account and avoid fees. You will also find useful information about our overdraft services and how to monitor your account activity when the balance gets too low or becomes overdrawn by setting up Email or Mobile Alerts.

As a 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 also found on our website ********.***.

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 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 Protections 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.

** ******, we trust this information is helpful to you. If you have any other questions, please call us at ***.********(***.***.****). A representative will be glad to help you.

Sincerely,
***** *****
Assistant Vice President
Executive Services

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/15/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased my home in 2007. Approximately a year later,my husband was laid off,so we tried to get a loan modification. We applied via a lawyer and they sent us trial payments. The paperwork stated it would take approximately 4 payments and then it would be modified. It never happened. When I called, they stated to continue to pay the trial payments and at the end everything would be restored and I credit would be ok. So I did. Approximately in 2011,they sent my trial payment back and said they would not except anymore payment,because they was foreclosing.I asked why since we did not miss any payments. They told me,I was not paying my full payment. I stated I paid what I was told to. Then then said maybe they could help and do a modification. I stated that's what we were trying to do. They then sent us papers for a modification that was higher than the original papers we signed. I told them I could not pay it, they said they were going to foreclose. I stated what about a deed-in-lieu instead. They said they would. They sent the papers and said they would do it,if we moved out by 6/5/2013. So we moved out. Since then they keep telling us they are still reviewing it, but they are still working towards doing it. Someone called me this morning 9/30 to tell me they will only do it if I sign a paper stating I will pay $70,000 to them. I told her that does not make any sense. So we do not have the house and you want me to pay $70,000. She said yes.After review again, they decided that. I told them that is unacceptable and I will not pay that. They have strung us on for years. We want to settle this. I feel they are not trying to work with us, and the original paperwork I feel was predatory lending.

Desired Settlement: We want to figure out a solution. They can have the house, but I want my credit restored and a investigation into there practices, and compensated for them being unwilling to work with us and give us all our options up front.

Business Response: This letter is in response to the correspondence we received from the BBB dated September 30, 2013 regarding the above referenced mortgage loan. We appreciate the opportunity to look into the issue raised and provide the following response.

Our records show that you were approved for a trail modification plan on August 11, 2011 and you declined the offer on August 25, 2011. We reactivated your loan for modification review on November 23, 2011 and you were approved for trail modification plan on February 14, 2012. In June 2012, we reexamined the trail modification plan and requested updated documents and you were approved for trail modification plan on June 18, 2012.

You contacted us on August 15, 2012 and informed us that you did not want the loan modification and instead wanted to pursue a deed in Lieu (DIL) of foreclosure. We spoke with you again on February 1, 2013 and requested updated financial documents and again on February 27, 2013, March 1, 2013 and March 18, 2013. We received the documents on March 21, 2013 and your deed -in lieu was approved on April 18,2013. On May 8,2013 we noted the title search revealed two additional liens recorded on your property. The approval letter issued to you in April stated prior to final execution of the deed, the property had to be vacant and certain investor conditions had to be met.

Our records show that we spoke with you on July 15, 2013 about the liens and you indicated that you would call us back. We called one of the lien holders , **********on September 3,2013. **********agreed to accept a payment in the amount of $1800 to release the lien.

We were then informed you on September 20, 2013 that the ground rent in the amount of $54 needed to be paid prior to the finalization of the Deed in Redemption documents. On September 25, 2013 the Deed-in-Lieu was submitted to your investor, ******for approval of the $1800 payment to release ********. ********approved the DIL with the condition of $70,000 Promissory note. We denied your DIL application on September 20,2013 because you did not agree to the promissory note.

Our records further show that ********** a mortgage escalations specialist called you on October 3,2013 and you told her that you moved out of the property  on June 5,2013 and you are currently paying $1000 rent per month. Since this information was not submitted to your investor ******** requested updated financial information and told you when she receives the updated information she will then submit the DIL application to *******.

Please note that once we have completed the DIL application review, the Credit Dispute Department will render a decision on your credit reporting.

It is SunTrust policy to offer and extend its banking products and services, including credit products, to any qualified applicant in fair responsible, equitable, and discriminatory manner and in compliance with all applicable  Fair Banking and Consumer Laws. SunTrust is committed to fairly representing its products and services 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 serving.

*******if you have any questions or concerns please contact *****at *******. She will be glad to assist you.

Sincerely,

**********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/31/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: Corrcction of the degratory repoting on my account.

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

Thank you for contacting SunTrust.
Sincerely,
****** *****
officer
Mortage Escalations Respolution Team

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/29/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted my mortgage company in August when I realized they were showing our statement as one month behind when we were current. I spoke with the Customer Service Department and requested accounting detail of our account so that I could reconcile how they applied my payments. Within three days I received the back-up requested and immediately found the error. I communicated my findings to them and requested the fax number that I needed to send my banking documentation to them. They were sent three faxes (receipts confirmed) on 9/4, 9/5, and 9/13. I was placed on collection status and was no longer able to communicate with Customer Service. All my phone calls have been routed to the Collections Department, who could give me no information regarding whether or not the Dispute Resolution Department received my information and they would not provide me with the phone number to speak with them directly. I began receiving nightly phone messages from a Collections employee by the name of *******. She was always gone by the time I received her message. I would phone the number each night for 5 nights in a row and provide my daytime phone number to them so that I could be reached by her. She never contacted me. The persons I was speaking to each night would tell me that in "notes" my account was under review and someone would be contacting me. They proceeded to insist I needing to send them approximately $1,200.00 to prevent my mortgage from going into collection foreclosure. I had to refuse this because the nature of the complaint was that there accounting was flawed not ours. They refused to take my mortgage payments unless I paid double. I have had to overnight my mortgage to this address in hopes that this was in the process of getting resolved. I was told by a Supervisor at one point that my complaint and documentation was being forwarded for a higher level review and that this would take approximately 10 to 15 business days before someone would contact me. Finally, I phoned them on 10/10/13 to inquire as to the status of this reconciliation. I was told that Collections closed my dispute because "******* did not hear from me so she closed the dispute". The person who told me this was ****** *****, in SunTrust's Mortgage Customer Service Department. She then proceeded to tell me I had to re-open my complain and re-fax all my documents to her Department because she could not verify the fax number I was initially given. She would not believe that this was the fax and Department name that was given to me by the original person I spoke with in August. This person was very specific of what I was to put on this fax cover sheet and I repeated all the particulars back to him to make sure. To date, I have spent at least 20 hours on the telephone with at least 15 different Sun Trust employees who keep transferring me from one department to another. None of these conversations have yielded any results and I keep receiving letters to the effect that I am in collection status and asking if I need to apply for assistance to avoid bankruptcy. I have no idea what they have done with my payments and they have been assessing fees continually. I have no idea how bad this is based on just the account activity detail I received. I cannot continue to deal with any representative of those numbers I am transferred to because I am getting nowhere and I am beyond frustrated and in fear for my credit status and even my health due to stress. I am respectfully asking your organization for any help you can offer. Sincerely, ****** ******

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

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

Sincerely,
****** *****
Office
Mortgage Escalations Resolution Team

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/17/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: SunTrust owns the mortgage for my house. I pay my mortgage early every month. I made my payment for the bill due on July 1st on June 27th. Instead of posting funds as a payment they posted the funds to the principal and sent me to collections for not making a July payment. I called and they admitted this was their mistake and it would all be taken care of. However, I made my August payment on July 27th and they posted that against the past due July 1st payment and again sent me to collections for not making the August payment. I called and they again admitted the the payment made on July 27th should have been posted to the August payment and they would take care of everything. I made a payment on August 27th for the payment due Sept 1 and they again posted the payment to the August payment and sent me to collections again.

Desired Settlement: Correct posting of early payments. The June 27th payment to be posted for the bill due on July 1. The July 27th payment posted for the August 1 bill and the August 27th payment posted for the September 1 bill. I want all late fees removed. I want no more calls for collection when I pay my bill early. I would like an apology from SunTrust for the lack of costumer service, for their costumer service not following through with our phone conversations and for the hours I spent on the phone attempting to correct their mistake.

Business Response: Re: ***** ********
BBB Case *******
 
Dear Ms. *****
We received your correspondence regarding the above referenced case. However, you did include a signed authorization form from ** ********. Therefore, we are unable to provide you with a copy of our response to ** ******* dated September 20,2013. Upon receipt of that signed authorization form, we will gladly share a copy of our response with your office.
 
If you have any questions or require additional information, please contact me at *** *** **** Monday through Friday from 8 a.m. to 5 p.m., Et.
 
Sincerely,
 
***** ******
*******
******** ********** ******* ****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: SunTrust admitted negligent delays in informing that proven fraudulent credit report item would impede refinance of existing mortgage loan. Bank repeatedly continued to ask for irrelevant and already provided information during the coarse of loan application over a period of months. This appeared to be an intentional delaying tactic. Intentional or negligence, this lead me to make decision to withdraw the loan just prior to******** *** ******* deleting disputed item. ********** is still pending. Dallas, TX based ****** ********** *********** reported fraudulent ******* item. CPA has hundreds of complaints on file with BBB for similar issues. Bank is now refusing to honor original loan offer at 4.1% interest rate and is insisting on new rate at 5% or greater. This delay tactic was intentional to employ third party fraudulent scam as justification to delay, discourage and eventually deny the original refinance loan.

Desired Settlement: Bank shall honor original loan offer or refund the difference between existing 6.35% loan rate and the offered 4.1% loan rate.

Business Response: Dear ******

This letter is in response to the above referenced BBB case regarding ***** and ****** mortgage loan. Thank you for notifying us of ***** and ***** concerns. We appreciate the opportunity to look into the issues raised and provide a response to you.
Our records reflect that April 30, 2013, ******* contacted SunTrust Mortgage, INC and applied to refinance the above referenced loan. During the review process , we requested additional documentation to submit the application to Underwriting Department . Once we received the additional documentation, we sent it to our underwriter for review. During the underwriting analysis, we extended the rate lock twice at no expense to *********.

On August 14, 2013 **** contacted us by mail and informed us that he accepted a cash offer for the property and associated loan. He requested that we not proceed with any further actions to refinance his loan. On August 14, 2013 SunTrust withdrew the loan from our Underwriting Department.

We are unable to comply with ***** request to honor the application that was withdrawn or refund the difference between the current market rates and the rate that was quoted in April 2013. ******* is welcome to reapply at the current market rates by contacting SunTrust at the number below.

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 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 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 fair banking and consumer protection laws and regulations. We take allegations of unfair, deceptive or abusive acts and practices seriously and do b 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 or ****** has any questions please contact our client services department at ********** Monday through Friday from 8AM to 8 PM and Saturday from 9AM to 3 PM ET. A representative will be glad to assist you. If I may be of assistance, you may contact me at ******* Monday through Friday from 7:30AM to 4:30 PM ET.

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

BBB Comments: The customer did not provide new information pertinent to the complaint.

10/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Suntrust are saying I owe them money which I dont. I had a account with Suntrust in 2009. I closed my account. They have not ever sent me anything saying I owe them because I dont.

Desired Settlement: They have sent this matter to a collection agency name ********** *********** ***. They are contuing to harass me about money i dont owe them i want them to close out this bill completely and stop saying i owe them. This is affecting my credit score.

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.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

BBB Comments: The consumer did not provide new information pertinent to the complaint.

10/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In 200*, my wife and I obtained a home loan that was ultimately purchased by SunTrust Mortgage. The loan is a **** ARM with ***** caps, having an initial interest rate of ****%. The adjustable rate is tied to the 1 year **** ******** **** *****, pulled 4* days prior to each change date (the "Current Index"). Per our loan documents, the formula for calculating each new interest rate is the Current Index, plus a margin of *%, rounded to the nearest 1/8th. This total is then subject to the aforementioned */*/* caps, with *% being the maximum possible adjustment on the FIRST change date, *% being the maximum possible adjustment on each SUBSEQUENT change date, with a lifetime cap of *% above our initial rate of 6.**%. These figures are spelled out in real numbers in paragraph (D) of the loan document entitled "**************** **** *****." Our loan is now scheduled to adjust for the FIRST time. According to the notification letter we received from SunTrust, the Current Index value on ******* was ****%. After adding the margin of *% and rounding to the nearest 1/8th, the new figure is *****%. As this is the FIRST change date, that amount should then be subject to the "*" of the */*/* caps. This limits the new rate to ****%. However, our letter from SunTrust states that our new rate is ****%, based on a *% cap. SunTrust erroneously claims that a *% cap applies at all times during the loan, including at the first change date. The wording of the original loan documents is very clear - the *% cap applies to change dates AFTER the initial change date, hence the ***** caps. Thus, the correctly adjusted interest rate is ****%. My wife and I have spent several hours on the phone with SunTrust Mortgage's Client Services Department. We have now received at least three different explanations for why our new rate is being calculated at ****%, none of which is compatible with the wording of our loan documents. It appears to me that SunTrust's steadfast refusal to correct this obvious error is the result of either negligence, incompetence, or malfeasance.

Desired Settlement: The new interest rate on this loan should be ****%, effective with the 11/1/2013 payment.

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

Thank you for contacting SunTrust.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/10/2013 Problems with Product/Service
10/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I've already requested to stop the annoying phone calls. If the calls do not stop, I will require monetary settlement.

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

We received your correspondence regarding the above referenced case. Because you did not include a signed authorization form from the client, we are unable to provide you a copy of our response to the client date September 26,2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust Mortgage Inc.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/9/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: An unauthorized speed pay payment was debited from my account on August 30, 2013. Suntrust Mortgage claims that I set up a payment on August 17th. I never authorized any kind of payment. I even called on August 29th to let them know that I was under hardship and would have trouble making my full payment for the month of August. The rep that I spoke with on the 29th NEVER mentioned a payment to be scheduled the following day. I called several times and spoke to several representatives that gave me all different stories. I filed a complaint for a review on the 30th and on September 3rd I received a call and was told that Suntrust had done their "investigation" and was not going to refund the payment taken out of my account or any of the over draft fees that were occurred from them taking the money out. I asked for phone records for proof and they said they were not authorized to send me that information. So I can not verify for myself to protect myself. I was also told by a representative that once credit card info is on file they have the authority to take a payment without authorization. I know for sure that that can not be possible. So I am filing any and all complaints I can to report these people to have the proper investigation exercised to protect myself.

Desired Settlement: I would like an explanation of the reason for their decision to not refund my money. I would like an explanation for all the things the representatives told me and how they were ignored when I tried to tell them what I was told. I would like a refund of the overdraft fees that were occurred to my account because of them taking this money without me knowing and without my authorization.

Business Response: Thank you for forwarding to SunTrust the correspondence you received from ** ****** *******. 

We contacted ** ******* by telephone today to address the issues he brought forth the the BBB. As a courtesy, we also refunded some overdraft fees to his account as he requested. Therefore, we are closing our file on BBB case *******.

Should you have any questions about our response to ** *******, please feel free to call ** ******* * *****, a manager of Executive Services, at *** *** ****. He will be glad to speak with you.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Suntrust Mortgage continues to call requesting to speak to a person who does not live here. I have completed the steps to confirm that they do not live here yet they continue to call.

Desired Settlement: Please remove my number. ************

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

Thank you for contacting SunTrust Mortgage Inc.

Sincerely,
****** ****** *****
Officer
Mortgage Escalation Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A pay off for our mortgage was sent on Aug 28 by our bank ***** ******** ****. I called for the pay off and spoke with a woman named ******. Pay off was 26,056.94 dollars. I have received numeous calls wanting my payment for Sept. I spoke with a representive of Suntrust and was told my pay off was sent elsewhere. They are accepting no responsibility for the late action of my pay off. I was told I have to make my payment even after payoff was received.

Desired Settlement: I am requesting help with this issue and would like Suntrust to accept my pay off. Suntrust stated that there are additional fees since the pay off has not yet been processed. They have had the payoff since the beginnig of Sept

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

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

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had an incident in my life that caused me to be behind NO MORE than 2 months *June & July 2013*. I contacted my Suntrust Mortgage contact person ****** ******* on 7/17/2013 at 3:40pm EST. Received voicemail and I left her a detailed message. She called me back and informed me of my options of a repayment plan and to contact the collections department to set it up. At 3:47pm 7/17/2013, I spoke with ****** from Collections. I informed her of the reason why I was behind and what I can do as I am working hard to keep my home. But unexpected medical issue did come up that no one has control over. She stated that I can call back on the day before I make payment to make sure I am approved. On 7/30/2013 at 8:50am, I spoke with ****** from Collections and she took my info and informed me that I have a surplus of $313 therefore I am approved for the repayment plan. She stated that I will need my checking act info for payment and that the terms will be for 5mths at $1286.00 after making the initial payment. On 7/31/2013 at 1:15pm, I called collections and spoke with ******. He worked on getting my repayment plan submitted. He had issues and had to place me on hold in order to get my info into the system. After about 40mins he was able to take my payment of $1053.00. Informed me of the terms of $1475.95 for 5 months due on the 30th of each month. He ended the call with my conf# ******* at 2pm and stated that in a few days I shall received paperwork to be signed and mailed back initializing the repayment plan. As of 8/12/2013, I received NOTHING in the mail. Therefore I became very worried and frustrated. I called Collections and was transferred to the **** ************ **** and spoke with ****** at 6:53pm. She stated that they did NOT have any repayment plan on file. I informed her in detail everything I endured. She apologized and jumped on the ball and stated that she will send emails out and attempt to get this retrified. That moreso what happened was that the repayment plan did not go through due to modification in process. However, NO ONE TOLD ME THIS. I informed her why the gentlemen did NOT tell me when setting up the repayment plan on 7/31/2013. She stated that she is not sure why he LIED. She stated that again she will get this out and note my file and try to make this right. She stated that if I go forward with the payment plan it will be $1249.36 on the 28th. She then transferred me over to Collections at 6:29pm to a *** ********. She was informed of the issue and was also apologizing ensuring they will make it right. I informed her that I reach out to Suntrust for help and I am trying to keep my home but having being lied too is NOT professional nor ethic to do to anyone. She went over my info again and stated I have a surplus of $378. She will update the system that I will make the payment AGAIN for a 'new' so called repayment plan on the 28th. On 8/28/2013, I contacted Collections at 9am. Spoke with ***** she stated that I will need to make the first initial payment for the repayment plan of $1049.36. She attempted to enter all my info into the system again however there was an issue and she placed me on hold. At 9:26am, she transferred me over to *****. Who has to retake my info again as they did not have anything in their system. As if I have NEVER called before. He went over the terms of 5months at $1635.64. I was horrified. I asked him why the jump in what I have been told previously. He stated that they changed some things. I explained to him that THEY/SUNTRUST was in the error when I was told everything went through for the repayment plan back on 7/31/2013 so why do I have to suffer for THEIR mistake. He just stated that its the price I have to pay in order to get back on track. I made the initial payment of $1053.98 comf# ******* and now stressed on how to make an payment as such. Now this is NOT assisting nor helping anyone, this is more so hurting and making sure the customer loose their home that they are intending to keep. How can I be at fault for Suntrust mistake of having me think that everything was fine back on 7/31/2013 when I did the payment for the repayment plan to find out on my own that the person LIED. This is unprofessional, unethical practice. Please someone look into this. If this happened to me, I know there are others this is happening too or have already happened too. Now I'm at the point of looking for a higher paying job in order to make this payment and attempt any overtime my job gives if any and make myself sick again which in return cases lost of income. That is a no win win situation or anyone.

Desired Settlement: TO be placed on the repayment that I was FIRST initially informed of via July 2013 phone calls. If you all do not have the phone records as every call is recorded, I am happy to obtain mines. I was quoted first $1286.00 then $1475.95 then $1249.86 then finally $1635.64. I have my notes and records to backup EVERYTHING I have been told. This is just not right, and I deserve justice in this disheartening, stressful situation.

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

We received your correspondence regarding the above reference case. Because you did not include a signed authorization form form the client, we are unable to provide you a copy of our response to the client dated September 23,2013. Upon receipt of the signed authorizaion form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust Mortgage Inc.

Sincerely,
********* *. *****
Office Mortgage Escalations Resolution Team

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/3/2013 Problems with Product/Service
10/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm getting Overdraft charges with my bank at Suntrust. However, I have already opted for auto-transfer from my savings to keep from getting charges. I have been getting numerous charges from my bank, even after contacting customer service by phone on my vacation in Texas, who stated I will not be charged. I then transferred 500 from saving to checking. Either way, I have a auto-transfer from saving to checking when checking get lower. I don't get charged until the past few months and not sure why. I've contacted Suntrust directly 3 times; 1 letter...3-4 calls. This is still an ongoing problem. I'm on Disability, along with my son who has a disability as well, and also I have a daughter...I raise both on my own. My income is *** and month with 2 kids and having a disability, is very complicated at times, let alone dealing with repeatedly contacting Suntrust back and forth, without a resolution, is very frustrating. I've even wanted to switch banks due this unnecessary expense, at my expense. I cannot afford this continual oversight.

Desired Settlement: please see above

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.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

BBB Comments: The customer did not provide new information pertinent to the complaint.

9/26/2013 Problems with Product/Service
9/26/2013 Problems with Product/Service
9/26/2013 Problems with Product/Service
9/26/2013 Problems with Product/Service
9/26/2013 Problems with Product/Service
9/24/2013 Problems with Product/Service
9/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I need someone from Suntrust Mortgage to explain to me in detail what happened with my refinancing.

Business Response: Suntrust has responded to our clients and is providing the BBB with a copy via this fax.  Please close this case on your records.

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,

******* ***** 


 

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

Business Response: This letter is in response to the Better Business Bureau case ******* regarding ******* **** ****** mortgage loan.  Thank you for notifying us of *** ****** concerns.  We appreciate the opportunity to look into the issues raised and provide a response to you.

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

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

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

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

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

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

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

Sincerely,

****** ******
Assistant Vice President
Mortgage Escalations Resolution Team

Enclosured: State and Federal Disclosures STMHB

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I started in April the process to refinance my home mortgage. I was told that it would take 60-90 days to complete. We are now going into August and the process is starting over again. My loan officer left the company and allowed my paperwork to expire. I have attempted to contact Suntrust. Anyone at Suntrust. I have left no fewer than 25 voice mails, sent 4 emails to the general mail box, talked to anyone who will answer the phone, but all they do is transfer me to a voice mail box, that no one returns calls. I have sent emails that are either returned or never answered.At this point it looks like my two month refi is going to take 7 months.

Desired Settlement: Put a priority to close my loan ASAP. Give me a large credit toward my closing fees. Lower my payment. Keep the lower interest rate that was locked in with my first refi attempt. Answer voice mails, return calls, give your customer the resepect and service desired.

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 Augues 15,2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

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

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 have been contacted by a representative from Suntrust by phone.  We discussed the matter on two previous occasions.  Basically, the first conversation was to clarify the reason for my complaint, the second was a standard follow up from Suntrust that gave no  new information, "just staying in touch."

At that time we discussed staying in contact by phone or email.  I do not check my mail and usually only look at it but once a month.  I did not receive a letter, but will check tonight.  This seems like a thinnly veiled opportunity to skirt the true issue at hand. 

I welcome the opportunity to sign a consent form to get this information more quickly.

Regards,

******* ***** 




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

We have received and reviewed your correspondence and the correspondence from the Better Business Bureau regarding your experience when you requested to refinance the above referenced mortgage loan with SunTrust Mortgage Inc (SunTrust). We understand that we did not meet your expectations in this situation and regret any inconvenience in this matter. We are always concerned with improving our service and your feedback is appreciate.

We escalated your concerns to our origination escalation specialist for review and resoluation and initiated a new application for a Home Affordable Reginance Program (HARP- Refinance Plus loan) and sent a new loan package to you. We received your completed loan package on August 5,2013. The interest rate is **** and the fees in the amount of ***** were refunded on the previous loan that was withdrawn and collected on the new loan.

Your loan has been asigned to ** **** *****, Loan Office and to ** ****** ********, Processor. ** ******** will contact you after the file is reviewed to discuss the status of your refinance. If you have any questions about the refinance process you may reach ** ******** at *** *** **** and he will be glad to assist you.

** *****, if you have any questions regarding this matter, please contact me at *** *** **** Monday through Friday between * am and * pm ET.

Sincerley,

**** ****** *****
Officer
Mortgage Escalaions Resolution Team

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

BBB Comments: The customer did not provide new information pertinent to the complaint.

9/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Mortgage Company after I called 4 times refused to send me a paper statement after I continued to ask for it.

Desired Settlement: Immediately send me history of my payments and escrow account and statement

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. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/4/2013 Problems with Product/Service
8/31/2013 Problems with Product/Service
8/21/2013 Billing/Collection Issues
8/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On two separate occasion this year Suntrust Mortgage failed to pay my property taxes to my local county treasury office. This bank collects my tax payments in the form of my escrow account. I have dealt with this company over the phone about these issues. This is by far the worst customer service ever. Their company just hung up on me on numerous occasions. Now I face legal action from a third party collection agency on behalf of the county threatening to put a lien on my property and potentially repossession. What can I do besides complain and get no where? I ended up paying the whole years taxes on my own even though they collect the money in my escrow account.

Desired Settlement: I want this company to refund me the money I had to spend. I also want a written explanation to why this happened in the first place. Their negligence could potentially affect my ownership of this house plus affect my business.

Business Response: Re: **** ******
BBB Case *******

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 6, 2013.  Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/21/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I want this money back immediately so that I can pay off my mortgage with *******.

Business Response:
Re: ******** ** ******* 
BBB Case Number: *******

Dear *** ******:

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

Thank you for contacting SunTrust Mortgage Inc.

Sincerely,

********* ** *****
Officer

Enclosures: state and Federal Disclosures STMHB

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/8/2013 Advertising/Sales Issues
8/1/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Suntrust bank is manipulating the order of processed transactions in my Checking account in order to charge fees. Suntrust bank has charged my account over $3500 in the last 36 months in fees. These fees have have come about due to Suntrusts manipulation of transactions coming through our checking account. This is a practice widely used by these regional banks because they have limited accountability due to their relatively small size in comparison to banks like Bank of America. I have never agreed for Suntrust to put my transactions in a pending status only for the bank to reorder those transactions to incur maximum fees. This policy is not listed in my checking account nor would I ever agree to allow it. I am requesting a refund of the last 2 years fees in order to avoid a law suit.

Desired Settlement: I am seeking a refund of these charges over the last 24 months.

Business Response: **. **** ********* Case *******
Response mailed to client on July 10, 2013

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

BBB Comments: The customer did not provide new information pertinent to the complaint. 

7/31/2013 Billing/Collection Issues
7/25/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: I would like my credit updated to show that the old loan was paid off when the house was refinanced in 2011.

Business Response:

This letter is in response to correspondence we received from the Better Business Bureau (BBB) dated July 12, 2013 regarding the above referenced mortgage loan. We appreciate the opportunity to look into the issue raised and provide the following response.
Our records show that you refinanced your mortgage loan with SunTrust Mortgage, Inc. on December 5, 2011. We did not accurately report the loan as paid in full to the credit reporting agencies. On July 22, 2013, we submitted an update to the affected credit bureau(s) to which we report to remove the associated negative information from your credit file. Your credit report will reflect the aforementioned loan as paid in full (closed).
We apologize for the inconvenience associated with this incident. We are always concerned with improving our service, and your feedback is appreciated.
Mr. and Ms. ******, we trust the information provided is helpful to you. If you have any questions. 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. A representative will be glad to assist you.

Sincerely,
********* ** *****
Officer
Executive Services

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,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/25/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Suntrust mismanaged my escrow account 6/2012 by paying $2687 for an insurance premium instead of the normal premium of $1001.They failed to notify me that they were over drafting the escrow account by paying this sum in 6/2012.I received nothing AT ALL from Sun trust until Jan 2013 when they sent an escrow disclosure advising me that they were increasing my mortgage payment from $1462.88 to $1881.29. Suntrust makes the insurance company send policy information and statements to them directly, so I was not made aware of the error by the insurance provider either.I attempted to obtain a refund from the policy and was refused. They claim I had to dispute the premium/policy within 90 days. Since Suntrust waited 7 months to tell me of the escrow depletion AND paid $1680 dollars MORE than should have been paid! Effectively a 258% increase in a 12 month homeowners policy.Once I determined that the insurance co. was refusing to refund the "overpayment",I cancelled services with them and contracted coverage with a new co. at a 12 month premium of $1071. I called Suntrust to discuss the error they denied any responsibility and claimed they are not responsible for telling me what is paid from the escrow account.I advised I was changing insurance companies.I asked for the proper information to provide the new information and was told to fax the declarations page to the "insurance dept".I faxed the declarations page, a copy of the receipt for payment in full of the 12 MO premium (thru 2/14)AND a cover sheet explaining old policy cancelled (provided Co. name & policy #) and to update the record to reflect the new pre-paid policy (provided name and policy #).I called back each day over the next 4 days each time I was told they had received NOTHING.I drove to the SUNTRUST branch where one of the officers called for me and was told the same thing.She faxed the same documents to them and was told to tell me to wait 2 days and check back. The very NEXT day I received a letter from Sun trust telling me my payment was being raised AGAIN due to the payment issued by the escrow department for $1071 to my insurance provider! So, now they have paid 2 1/2 times the premium to one company and paid and additional 12 month premium on a paid in full policy! I went back to the branch, called the escrow department, they told me that "if I didn't want them to pay the premium I shouldn't have sent it to them" I had requested an accounting of all escrow transactions going back to the beginning of the loan the day before.I was told that I would not get that but WOULD BE RESPONSIBLE for the new even higher payment unless I was able to get their latest check back from the company! I was able to get that check returned to me and I took it to Sun trust. I asked AGAIN for a complete accounting and to have the escrow account recalculated. Since the PI for the loan is $ 1215.27 and the original payment $1462.88 I asked them to discontinue escrow for the loan I would pay the real estate taxes and insurance directly and "zero" out the deficiency once they could provide an accounting of what it actually was. They refused.They said they would either default my loan or force mort insurance on me to increase my costs. Thru out this debacle I HAVE MADE MY PAYMENT EACH AND EVERY MONTH in the orig amount of $1462.88 except Mar 2013 when Suntrust went into my account and took $1881.29. Now they are threatening forclosure,claim I am 2 mo delinq, are reporting negative credit reference. I have tried in every reasonable fashion to find out what they paid, to whom, and when. They failed to exercise any reasonable effort to control or manage the escrow account. They were grossly negligent and irresponsible by over drafting the account in June 2012 and failing to advise me until late Jan 2013! Had they acted responsibly in 2012 a notice advising of the escrow shortage would have triggered action that have prevented all. To date I HAVE NOT RECEIVED the requested accounting.

Desired Settlement: Immediately provide a complete escrow account history. Recalculate the escrow account crediting the payments made in Jan, Feb, Mar, Apr, May & June 2013 (escrow deposits =$1904.07) and considering there are no premiums due for Insurance ($1071) until 2/2014 or Taxes ($1051.65) until Jan 2014. Disclose the true current balance.Correct the incorrect negative credit reporting that ANY payment has been missed OR late. Take the fiduciary responsibility for proper control of my escrow account seriously.Correct my mortgage payment amount. (I'd ask that someone step up and apologize for the poor handling, treatment, cavalier attitude and disregard in this matter but hold out zero hope of receiving this)

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

We received your correspondence regarding the above referenced case. However, you did not include a signed authorization from from Ms. *****. Therefore, we are unable to provide you a copy of our response that was sent to her dated July 9, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

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

Sincerely,
***** *****
Officer
Mortgage Escalation Resolution Team

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: We would like either another fair appraisal to complete the refinance or a refund on the one that ripped us off and we will refinance with another bank.

Business Response: Dear Ms. ****:

We received your correspondence regarding the above referenced case. Because you did not include a signed authorization form from the client, we are unable to provide you a copy of our response to the client dated July 5, 2013. upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,
*********** *****
Officer
Mortgage Escalation Resolution Team

Consumer Response:

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,

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


 

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

7/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: Approve short-sale. Stop playing games.

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

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

Thank you for contacting SunTrust.

Sincerely,
******* ******
Officer
Mortgage Escalation Resolution Team

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: SunTrust bought my mortgage in April 2013 and payments were to start May 2013. I sent my first payment through my bank on April 28, 2013. I spoke with an agent of theirs and was told the payment wasn't received and I was probably due to the loan not be set up yet. I had to make a payment over the phone and no fees or penalties were assest because they hadn't set it up yet. I have my mortgage payment set up on auto pay through my bank and the next payment was sent May 28, 2013. I got a call beginning of June saying they hadn't received payment for June. My bank reported the payment went through but Suntrust couldn't find it. Fast forward to June 14th, my wife calls to see if the payment had been found and was told no and if we didn't have a payment to them by June 17th we would be assessed a late fee. My wife was told to make a payment over the phone ($15 fee required) or mail it. If it was mailed it would have two days to get there or there would be a late fee. I called to get a refund of the $15 since I have been making my payments on time and Suntrust can't seem to find it. The collections agent informed me it was my fault because the loan hadn't been set up yet and I shouldn't have sent the payment through my bank since it didn't go through the first time. He said I should mail it or pay over the phone. I'm not sure how mailing my payment would help if the loan wasn't set up yet and I'm not sure why I should have to pay $15 to pay over the phone since they don't have a way for me to pay them. These threats of late fees that are ridiculous. I have no protection from them throwing a late fee on my account and having it effect my credit score. I am trying to pay my mortgage before it is due Suntrust is not helping. Their collections department records the calls. Please review all of them and tell me if there is something I'm missing?? I have request my $15 paid back to me from Suntrust.

Desired Settlement: Send me a check for the $15 fee we had to pay for paying over the phone, since they don't want to take the payment that was sent on time to them from my bank.

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

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 a copy of our response that was sent to him dated July 2, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

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

Sincerely,
***** ******
Officer
Executive Services

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had a mortgage with SunTrust years ago in which I defaulted on, tried to recover by offering to bring current the balance due so I could keep my home. However SunTrust would not work with me to save my home. I filed bankruptcy which was honored by the courts January 15, 2010. The balance due SunTrust was forgiven in the bankruptcy and my attorney sent the appropriate paperwork to them. SunTrust has since continued to report on my credit that I have a current mortgage and am defaulting on the monthly payment. As a result my credit does not afford me to buy a home as I should be able to at this time. SunTrust also keeps sending me paperwork through their attorney, *** *** ****** *** in Bethesda, threatening foreclosure on me at that property.

Desired Settlement: I want all remarks from SunTrust removed from my credit report as of January 2010. And I want them to stop harassing me.I intend to file a law suit against SunTrust now for wrecking my life, my credit, my ability to buy a home and personal damage. I did the right thing and moved out four years ago, and the home has been vacant since. They could stop the foreclosure and let me keep the house as part of compensation for damages, since I do not have a home.

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 July 2, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank your for contacting SunTrust.

Sincerely,
****** ******
Assistant Vice President
Executive Services

Consumer Response:

Better Business Bureau:

I have reviewed the letter sent to BBB by SunTrust Mortgage in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.

Thus far, SunTrust Mortgage has only said they would look into my complaint and has not yet offered a solution to resolve the matter.

Regards,

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


 

 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

7/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In January of this year 2013, I applied with Suntrust Mortgage for a refinance of my home. I spoke with ***** ******** by phone, gave him all the information for qualification. He said I qualified after giving him all my information.I also paid $212.00 at that time. I had to have a land survey even tho I had one already that cost me $200.00. Then a 4 point that I had done 2years ago. that cost $100.00 Numerous faxes, that are not cheap. It seemed I was really taken advantage of by this company. At the end of May they said I was disqualifed because of my credit score. I think I was falsey led by this company. People beware by the tricks in advertizing for refinance!!******

Desired Settlement: I would at least like to have the $212.00 refunded.

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

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 June 24, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,
******* ******
Officer
Mortgage Escalation Resolution Team

Consumer Response:

[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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Loan ModifcationThis started back in late 2010 after being laid off and i contacted Suntrust Mortgage for options, since i was not more than 90 days behind there was not much they said to do at that point. Several calls(hundreds) and submissions(requests) for a loan modifxation later we are now in Feb 2012 where i was informed over the phone to send in trial payments totalling $1225.00 monthly .I did that for what ended up being until May 2013 .In the meantime i made several calls to Suntrust and was advised this March/April that the conversation never happened, they did not know why i sent in payments and these payments were accepted. I was advised i was in active foreclosure since June 2011???. So reluctantly i started over with the process again. And after 2 request sent in both were delcined for different reason depending on who i talked to. All of the reasons given were covered by HAMP such as-not primary residence-payments is already lower than 31% -which is not true-had a modification beforeAll of those reason are covered under the Presidents revosed program as of June 1,2012. When i explanined this to the rep again i was told i can re-apply but at this point Suntrust would rather have me sign a Deed-in LieuSo at this point thye done t care or never have. i have submitted countless docs and proof to back up my claim but this is falling on deaf ears apparently.

Desired Settlement: Someone at Suntrust Mgnmt to review the account.

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

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

Thank you contacting SunTrust.

Sincerely,
***** ***** 
Officer
Executive Services.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/1/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: SunTrust Mortgage has the inexcusable policy of sending your escrow refund check to the property you have just sold upon close of a mortgage account. Apparently they rely on the customer to change this info, even though it is readily available in the closing documents or simply by picking up the phone and calling a customer. (As the closing attorney contacted them before closing, I had no interaction with them to learn I needed to change the address -- this has to be common) I closed that house on May 24. I called in mid-June at which point I was told they mailed the check to my old address on June 7. Their advice to me was to just assume the mail forwarding would get it there. Today is June 26, one month and two days after the close of my house and I still cannot access the $2200 SunTrust Mortgage owes me. They told me I would have to wait for 30 days after the check was issued (July 7) for them to even begin to research whether it was cashed or not and only then, would they start the process to send a new check. After complaining respectfully, I was told they would start to research it in 7 days (which is almost the same date as the 30 day policy would prescribe, and then it would be another 5-7 days to receive the check. I asked them if +$80,000 in interest payments over 7 years warranted an overnight delivery, but they said no. This is evidence that SunTrust Mortgage is anti-customer. I have a SunTrust checking account (for now) and one would think that if they put the customer first, they could have this money in my account today. Be forewarned if you secure a mortgage with SunTrust, they will not treat you well.

Desired Settlement: I want SunTrust to electronically transfer the money they owe me, that they sent to the wrong location, overnight.

Consumer Response:

Hello,

After informing SunTrust that I had filed a complaint to the BBB, they jumped into action and are resolving my issue to my satisfaction. Please feel free to close and/or delete this complaint and I sincerely appreciate your help.

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a mortgage loan with Suntrust since 2006. They started me with 7.5% and 12.5%- what a rip off. They told me in a year or so of paying on time, I should be able to refinance- what a lie. My house is under water; loan ammount 320,000, its worth now: 235,000.I have applied for a modification for 3 times in the past 12 months. They keep denying. All I am asking is for a better interest rate. I am racking up $1000 on credit card expenses to be current. Please read lettter below that I sent: (they showed me thier middle finger)Dear SunTrust, "Seeing beyond money" "Live Solid. Bank Solid."With a very heavy heart, I am writing to you. This email will be sent to all the Media channels, my state senators and the President's online submission page as well."Thank you for your inquiry. After thoroughly reviewing your request, we have determined that you are not eligible for a loan modification at this time."The above statement is what you have quoted. Seriously??I am sure there was a careful review, thats why you would find myself ineligible for a better rate and continue to charge me hundreds more than the ones who are making hundreds of thousand more than me. Isn't there something inherently illegal about offering the same product at different prices to different segments of society?Well, we still will accept our fate. Over the first few years your organization charged me a mere 7.5% and 11.75% on my loan for over 3 years. You originated the loan and knew exactly how much is affordable. One of the very first things that our government did was to bail out you Banks. You guys found a way to grind me out asking me to resubmit multiple documents multiple times, only to deny it after: CAREFULLY REVIEWING IT. Want my review: you guys dont what to work with us, Fine we dont want to work it you either. One of us equals many of us, disrespect one of us, you will see plenty of us. Before we go any further, I want you to refund me back the following:Hours I worked on it: 11 * $40

Desired Settlement: All I am asking is for a better interest rate. I am racking up $1000 on credit card expenses to be current.

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 13, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,
***** *****
Officer 
Executive Services

Consumer Response:

No offer made- continued to be stubborn and embarrass me more. I dont think they give a rats about BBB, let alone me, one of thier millions victims.

I felt like I wasted my time, and was being hopeful about this whole thing. Is there another Better Than Bettter Business Bureau who actually has the authority and ability to better the situations that lie within? My asking is within the company's capacity to resolve it. 

Thanks!

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,

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

 

 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our mortgage has been with Suntrust for almost 7 years. We have been model customers, always making our payment on time. We have excellent credit. We have contacted Suntrust in the last couple of months in hopes of refinancing to lower our mortgage payment. We have a valid reduction of income to show as hardship. Suntrust has done absolutely nothing to help. Everyone I speak to only gives half the story or half an answer. They are always withholding information about the status of our account. No one is EVER reachable by phone so I always have to speak to a random person. I received letters stating that the modification was denied and when I call to ask why they state it's because I didn't provide certain information. When I state that I was never informed that I needed to provide the information, they backtrack and state that I should ignore the denial letter, it was sent in error. This went on for weeks until they flat out denied us any refinance or modification. Next thing I know, about 5 days after my May mortgage payment clears my bank, I start receiving automated phone calls that our payment is past due and we are at risk of being in default. When I call and finally speak to a live person she says the standard Suntrust line "oh, just ignore that" we have your payment. And I state that they should since it has cleared my bank. So now, we are trying to pay our current mortgage and they did not send our payment coupon. So when I call to inquire they say it was mailed but we can pay online if we want. So I go to pay online and it does not let me. There is apparently some sort of hold on our account which will force us to default. In addition, the person I spoke to about this on the phone did not mention this. She just put me off saying the statement was in the mail or we can pay online. This is what continually happens at Suntrust. They do not value their customers and they withhold information. I am fed up and want out of my loan but am a victim of the housing crash and stuck.

Desired Settlement: Refinance loan or some other mutually agreeable compensation.

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 17, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office. 

Thank you for contacting SunTrust.

Sincerely,
****** ******
Assistant Vice President
Executive Services

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We initiated a refinance with SunTrust in January 2013. We provided all documents as required and waited four months to settle. The title company that SunTrust used was terrible in completing documentation and the Loan officer did not originally make the correct loan amount to fold in all of our closing costs (which I told him I wanted to do). Settlement had to be rescheduled twice; first time because of title company needing to secure a document in which they did not correctly attempt to obtain it, and the second time because SunTrust and the title company did not correctly complete our HUD-1 Settlement statement to fold all costs into the loan. We were delayed and did not receive a proper HUD-1 as required by RESPA Law, and had to reschedule the settlement for 10 days later. To make matters worse, after our settlement, SunTrust did not communicate within their own departments to notify the proper individuals that the old mortgage was paid off and the May 2013 payment was included in the payoff at settlement. Subsequently, I began receiving harassing phone calls stating that my mortgage was delinquent (when really it was paid off & I had refinanced). We contacted the collections department at SunTrust to notify them of our refinance, and they never apologized but instead told us we needed to provide them with the names of the Loan officer, the Loan processor and the Loan closer. I responed that they should have this information and that my loan is closed and refinanced into a new loan and it is NOT my responsibility to provide them with information on personnel that SunTrust should have and completed to assure my account, credit and reputation are in excellent standing. My husband and I have been customers of SunTrust for 9 years, and feel that this customer service is abhorrent and unacceptable and is an abuse of power by SunTrust to delay our refinance and secondly to attempt to intimidate us with harassing phone calls on an old mortgage that they should have known to be closed.

Desired Settlement: I would like a personal letter of apology signed (NOT STAMPED) by the President of Mortgage Banking from SunTrust, and signed by all parties involved in my refinance process. I would also like a free copy of all three credit bureau reports for both myself and my husband stating that this old mortgage account was paid in full and there is no negative comments or retaliation to us from SunTrust.

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

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

Thank you for contacting SunTrust.

Sincerely,
******* *****
Officer
Executive Services

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/19/2013 Problems with Product/Service | Complaint Details Unavailable
6/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We contacted Suntrust in December 2012 regarding the refinancing of our rental property. We were told that we qualified for a lower rate, and we proceeded with the process. We were told that it would take approximately 3 months. That time frame has now passed, and our re-finance has not been settled. What we're complaining about is the customer service that has been taking place, which has delayed this process. We have been repeatedly asked for yet more and more personal documentation to proceed, to include duplicate information to settle the process, including canceled checks, bank statements, and W2s from 2010, etc. We have sent this information repeatedly, but have been told, much later that it was not received. So we end up re-sending the same information over and over again. We have found this process to be incredibly frustrating and time consuming in such a way that borders on harassment. In other words, it seems as though the process is unnecessarily cumbersome such that potential customers will give up out of frustration and/or a lack of time to continue providing ST with yet more documentation (again, much of it repetitive). We have a string of emails to verify the incompetence.

Desired Settlement: We wish for our re-finance to be settled this month with no further documentation required.

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 4, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Due to a loss of income, my husband and I requested a mortgage loan modification. We provided all the information required starting in March. Today, 5/14/13, we were notified that we did not get approved for the loan modification because we did not prove a hardship.Included in the paperwork sent to Suntrust in March was a copy of a layoff letter from *** *********** stating that my husband would be laid off on 4/5/13. Also, included in the paperwork was a copy of my husband's registration with the Virginia Employment Commission. Our loss in income was about $65,000 to $42,000 to $0 in year's time. My husband does not have a college education and was very lucky to have had the job at *** where the pay was great. He will never find a job making that amount ever again. Check with the VEC.My current income is $24,500 a year and we have a family of 4. Our mortgage payment is $1163.15 a month, an amount we can no longer pay.How does this not prove a HARDSHIP?We have been customers of Suntrust for 30 years. This is our second mortgage with Suntrust. We also have a credit card and a second loan with the bank. We have worked hard all our lives and have paid our bills even when my husband has lost his job before due to layoffs or a company shut down. We have struggled for the last year to make the mortgage payment when he lost $24,000 in May of 2012....we made our payments on time.How is an income of 24,000 for a family of 4 suppose to suffice to save a mortgage?I cannot believe our bank and mortgage company has denied a loan modification to people who pay their bills and have given them business for 30 years.

Desired Settlement: A loan modification immediately provided with the paperwork already provided orwe will contact an attorney and see if we can sue. Thanks.**** *****

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 28, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust

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

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's response is that they did not receive a sign consent form.  Then why have they been contacting me.  They will not honor or help with the loan consolidation.  However, they are offering another refinance that we have not been told the details.  We are awaiting a response.  We tried to refinance two times last year and tried to sell our home.  I explained all this to Suntrust.  We would have refinanced last year if we could have.

Send a copy of the consent form that can be printed.

 

Regards,

Tina Hayes


 

 

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

This letter is in response to correspondence we received from the Better Business Bureau Serving Central Virginia, Inc. regarding loss mitigation assistance for the above referenced loan. We appreciate the opportunity to respond to this matter.

We reviewed your loan for loss mitigation assistance options in May 2013. However, your loan did not meet the imminent default criteria set by the investor of the loan. Therefore, there are no loss mitigation options available at this time for your loan. Ms. ***** ** of our Loss Mitigation Department spoke with you on May 24, 2013 and discussed the reason for the loss mitigation assistance denial.

Ms. ** also explained that because your loan is current, you may be eligible for a streamline refinance through the Home Affordable Refinance Program (HARP). If you would like to speak to a loan officer about refinancing your loan, please contact our Consumer direct Department at ***********. 

Mr. and Ms. *****, if you have any other questions regarding your loan, please do not hesitate to contact out Client Services Department at **********, Monday through Friday 8 a.m. to 8 p.m. and Saturday from 9 a.m. to 3 p.m. ET. 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.

I disagree with the reasoning.  We did not prove a "hardship."   When we started the loan process, my husband was employed but has lost 24,000 in income last year.  We struggled for a year to make the payments .... on time.  In April, my husband was laid off and will not be recalled back.  This loss of income for a year is $65,000.  My husband will not ever earn that income again.  He worked for one of the highest paid companies in Virginia.  They laid off a total of over 600 employees due to the economy. 

We made our payments for April and May by saving and using our federal tax refund money.  That money is almost exhausted. 

The loss of income of $65,000 .... how is that not a hardship?

We have been offered the HARP but not sure if that will work for us.  Still in discussions.  We have been customers of Suntrust for 30 years.  We have had two mortgages with them.  I know there are guidelines to follow but the definition of a "hardship" must change!

 

Regards,

**** *****


 

 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: Having read the consent decree and other settlements this bank has entered into regarding these kinds of practices, it would make sense that Suntrust waive my payment obligations completely and release me from the liens of both the first mortgage and the HELOC. Because they are obviously aware of my mental condition, their actions have been egregious, tortious, deliberate and shameful. The mental anguish I have suffered for more than five years should be compensated for as well.

Business Response: Dear Ms. ******: 

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

Thank you for contacting SunTrust.

Sincerely,
***** *****
Officer
Executive Services.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/6/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I knew I was going to be late on a payment for April 2013 and that my husband who works for ******** ******** lost pay, so I wanted to also see about getting a refinance done to lower the payments. I contacted the person on my statement. After several phone calls, I was able to get through and told him the situation. That I was going to miss a payment and that I really needed to refinance to lower our payments due to income loss. He said to send him a email. I sent the email 4/23/13. I didn't hear back from him, for about a week and a half so I sent another email asking if I was to call him and he replied that he was working on it and would get back to me. So again I waited. I finally called another local office and his number inquiry what was going on. Finally I reached another guy at this office in Saint Simons, Ga and he informed my husband that the gentleman we were dealing with was let go. We wanted to know why no one let us know that and what were they going to do with the paperwork he was working on. He said he would get with the manager and get back to us. Again no return calls. I now received a threating letter about my house going into foreclosure. I called the 800 number and was informed it was not anything to do with them and that since I lived in Georgia my house forcloure could be accelerated unless I paid. they asked about why I did not make the payment and I told them about the loss of income. They then told me I could repay but adding a additional 300 on my payment for the next 5 months. I said if I didn't pay last month because of loss of income how would I make a payment with another 300 added to it? I wanted to then do a loan modification but they said there was no set time for that to be done. Meanwhile because I in good faith thought we were be "taking care of" by the *** ****** group, I now am in a bad position. of losing my home, thanks to negligence on Suntrust to me.

Desired Settlement: I would like my house refinance with a lower payment as the guy stated he was working on it, along with a better repayment or deferred payment from the month April. I will be making this months payment. I did what I was supposed to due in good faith and Suntrust dropped the ball and no one seems to care. I just want to avoid a foreclosure on my home!!!

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

This letter is in response to the correspondence we received from the Better Business Bureau Serving Central Virginia, Inc. regarding the above referenced loan. We appreciate the opportunity to respond to your concerns.

You stated that you spoke with a representative at our office in Saint Simons, GA about refinancing your loan and he did not contact you afterwards. We regret that you did not have a positive experience. Your comments are important ot us, and they have been forwarded to the appropriate management areas for review. 

You also mentioned loss mitigation assistance in your correspondence. In order to review a loan for loss mitigation assistance, we must have a complete financial package with all required financial documentation. Please know that it may be necessary to request additional and updated information during a review. Ms. ****** ***** of our Loss Mitigation Department contacted you on May 22, 2013 and provided you with a list of financial information that we need before we can review your loan for any loss mitigation assistance options that may be available. Ms. ***** contacted you again on May 28, 2013 and provided you with a list of information we still need for the review. Once Ms. ***** receives the requested information, she will complete her review of your loan. She will contact you if any additional information is needed, as well as once a decision regarding eligibility has been made. If you have any questions regarding the review, please contact Ms. ***** at **********.

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. 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.

Mr. and Ms. ****, if you have any other questions regarding your loan, please do not hesitate to contact our Client Services Department at **********, Monday through Friday from 8 a.m. to 8 p.m. and Saturday from 9 a.m. to 3 p.m. ET. A representative will be glad to assist you.

Sincerely,
***** *****
Officer
Executive Services

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Lender causing unnecessary delays in **** refinance of first mortgage loan. Loan application started in February 2013 (2/26/13). Processor failing to request required documents, resulting in unnecessary delays and costs to me. As of 5/15/13, still no closing date. SunTrust management not responding to my calls or requests for prompt resolution. This lack of good faith handling on the part of SunTrust has rendered my personal financial life gridlocked while I wait for them to get their act together. SunTrust has every document they need from me, and loan had underwriting final sign-off and clearing for closing as of 4/30/13. On 5/2/13, closing was scheduled for 5/8/13. When I emailed on 5/7/13 to confirm that closing was still on, loan processor ******* ***** stated she did not have subordination letter from 2nd mortgage company, ***** **** *******. Yesterday I called ***** and discovered that this document was not requested by SunTrust until 5/6/13!!! As of yesterday, ***** confirmed to me that they have processed the letter and it was sent overnight mail to SunTrust and should be received today, 5/15/13, by noon time. There is absolutely no reason for this closing to be delayed any further.

Desired Settlement: Requesting that SunTrust provide a detailed explanation for these delays. Also requesting that SunTrust verify communications with ***** **** ******* and give me daily updates via telephone and email. Also requesting that SunTrust set closing date for no later than Friday, 5/17/13. Also requesting that SunTrust refund my $225 processing and credit report fee as a good faith gesture to cover my additional costs that have resulting from their poor handling of this loan.

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 30, 2013. Upon receipt of the signed authorization form, we will
gladly share a copy of our response with your office.

Thank you for contacting SunTrust

Sincerely,

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




BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Customer declined to provide a signed authorization form in order for SunTrust to share the response.

5/30/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: To I have applied 3 times for loan modification with Suntrust Mortgage and have been denied 3 times. I am now 3 months behind on my mortgage and have provided them all 3 times the paperwork they have asked for. I want to keep my home and get my loan modification approved. They keep sending me letters of we are here to help you keep your home. Please send us the last 2 years tax returns and last 2 copies of your W2s and pay stubs which I have sent multiple times. I have been affected by the economy and the housing problems. My house has lost value and my income has been reduced over the last couple of years. I also went through a divorce almost 2 years ago and am a single father. I have all the paperwork and anything you may need. I also recently got a letter from the Department of Justice regarding Suntrust Mortgage with regards to a settlement that they were charging higher interest rates to Hispanics and African Americans. I am Hispanic and I think they are denying my loan modification because of this also. This has been a total nightmare working with them. I am a hard working individual trying to keep my home for my family. Can you help in any way?I can be contacted at 602-332-2561. *** ******

Desired Settlement: I would like my loan modificaton approved and get out of this nightmare.

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

We have received and reviewed the correspondence that was forwarded to our office from the Better Business Bureau Serving Central Virginia, Inc. 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 you requested loss mitigation assistance in 2011. You were not approved for a loan modification because there were liens against the property. You did receive a partial claim workout in June 2011. 

You requested and were again reviewed for assistance beginning in August 2012. You did no qualify under the **** program as your mortgage payment amount was below the 31% threshold of total monthly expenses, and you did not qualify for a standard modification due to the deficit ($870.13) in your income to expenses. We advised you in November 2012 that you could resubmit updated financial information for further review if your situation changed.

On May 10, 2013, *** *****, Loss Mitigation Negotiator, contacted you and discussed your recent request for a loan modification. Ms. ***** advised that she is currently reviewing the file for all retention options.

During the review process, it is important to stay in contact with your negotiator *** *****, and provide SunTrust with current contact information. If you have any questions, please contact her at **********.

Regarding your reference to a letter you received from the Department of Justice, SunTrust does not determine which borrowers are covered by the settlement with the Department of Justice. That determination will be made by the Department of Justice. If your loan is covered by the settle ment, you will be contacted directly by the Independent Settlement Administrator, **** **********. Following the contact period, settlement payments will be issued directly by the Settlement Administrator. 

Individuals with questions about the lending discrimination settlement may contact the Independent Settlement Administrator, **** **********, by telephone at *********** or by email at *********************. 

Mr. and Ms. ******, we hope that the information contained in this letter will alleviate any further concerns. If you have any questions or need further assistance, please contact Ms. *****.

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 not satisfied with their response for the following reasons:

Suntrust states in 2011 I applied for a loan modification but there was a lien on my house.  I had to investigate the lien and found out from the company that put the lien on that it wasn't my ex wife and notified Suntrust of this giving them all the contact information for that company and they said well the company that put the lien on has to notify us so I contacted that company and they said Suntrust has to request the information from them so I contacted Suntrust again and  they didn't want to do anything.  Also they state of a partial claim workout plan in June 2011 but I didn't know anything about that or receive any communication from them about that and my payments stayed the same.   


They state in August 2012 about a deficit of $870.13 due to expense over income which I didn't know where they are coming up with that figure and when I called to find out the status they never told me that amount and said since I was denied I would just have to start over.  


I feel Suntrust again hasn't been trying to help me in any way but yet keeps sending me letters stating they want to help me save my home but yet keep denying me for any program I try to qualify for.  I still feel it is because of discrimination because of my race and the lawsuit against Suntrust proves that they are partial to certain races.  I feel only after BBB got involved they are finally trying to do something so they don't look bad.   


If you have any questions you can call me at ************.   


Regards,

*** ******


 

 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I began a FHA streamline refinance some 9 months ago. It started with them telling me it should take a maximum of 60 days. Many many weeks go by, I provide all the required documents etc. Now it is many many many MANY months later. I have problems with returning phone calls or emails. I spoke with multiple banks regarding this issue and everyone I spoke to promised me they could close a refinance in 2 weeks. Suntrust has taken so long that my lockin rate has expired multiple times and gone up each time. I keep getting conditional approvals from underwriting. I meet their conditions each time and then nothing..... weeks go by again. Where is the incentive for suntrust to close this mortgage that they are wasting so much of my time and interest payments. This mortgage should have been closed months ago and thousands of dollars ago. I have made the last two mortgage payments the month prior that they were due because I was told if I made the payment then we would go to close. Now I keep getting notices saying the underwriter needs another document. To top it off the new laws and regulations dont require any of this, If I had applied for this refi a month ago it would already be closed. When does a bank start treating us like customers instead of someone they got on the hook.

Desired Settlement: I want this mortgage closed now

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

This letter is in response to the correspondence we received from the Better Business Bureau Serving Central Virginia, Inc. regarding the above reference loan applications. We appreciate the opportunity to respond to your concerns.

We always strive to close loans in an efficient and timely manner. However, historically low mortgage interest rates continue to drive high mortgage volume. This has impacted the time required to process and close mortgage loans. We continue to look for ways to improve the mortgage loan process for our clients and appreciate your taking the time to share your feedback.

Our records show that ****** ******* applied for a refinance loan in October 2012 (**********) at a rate of 3.75%. During the review process for this loan application the interest rate did not increase. This loan request was denied in February 2013 for insufficient income. A Notice of Action Taken and Statement of Reasons-Statement of Credit Denial date February 14, 2013 was sent to your mailing address listed on the loan application.

On February 28, 2013, we took an application in the names of ****** and ******** ******* for a refinance loan at an interest rate of 3.99%. However, the rate is currently at 3.75% as indicated in the Good Faith Estimate that was issued on March 26, 2013. The loan request was conditionally approved on April 10, 2013. All of the conditions have been provided as of may 22, 2013 and the loan has been cleared to close. We apologize for any inconvenience that you may have experienced during this process.

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 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 te 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.

Mr. and Ms. *******, if you have any other questions regarding your loan, please contact your loan officer ******* ******* at **********. He will be glad to assist you.

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

Consumer Response:

The loan has now closed as of last friday. The first denial for lack of income does not add up.  My income was within the income to debt ratios set by fha laws. Claiming high volume is a sad excuse for such an insane delay, lack of feedback. Ignoring phone calls, emails etc. empty promises. There are many other banks that reliably close loans in a matter of a few weeks. The conversations that happened face to face and on the phone are not documented. I was constantly strung along like a fish on a hook. I am a customer and should be treated like one. I feel like a sucker for giving suntrust so long to make good on their promises. I was contacted before close by suntrust as they tried to sell me on refinancing other loans with them. They must be crazy. You can rationalize the delay and history of this process all you want. Its not right. A few months before the fha laws changed i tried to do A conventional refi with ***** ******** He knew up front that it wouldnt go through but urged a home appraisal at the cost of 500 dollars to me. Everyone knew it was a long shot but i was convinced to do it. The apprasisal was short of the required amount. So i was out 500 dollars. Great advice. Thank you suntrust for wasting my time and money and forcing me and my wife to put our lives on hold and invading our privacy for 9 months. Great customer service


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 *******

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/28/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have always had home insurance but many times since we have had our mortgage with SunTrust, they have refused to recognize our policy and threatened to charge us with a policy they were going to secure. This happened for months a few years ago and is now happening again. We were told to fax the policy, call the insurance department, filling the information online, have our agent fax it - everything we did but SunTrust still won't acknowledge the current coverage. Once again, we are being threatened (almost extortion) with being charged for "their" company coverage.

Desired Settlement: Written acknowledgement of our current home insurance coverage while we are in closing with a new mortgage company (hopefully will be done within the next 8 weeks). In return, we promise to leave SunTrust as soon as possible.

Business Response: Dear Mr. ***

This letter is in response to the correspondence we received from the Better Business Bureau Serving Central Virginia, Inc. (BBB) regarding the above referenced mortgage account. We appreciate the opportunity to look into the issue raised and to provide a response to you.

As the servicing agent of your 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 sixty 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.

Our records reflect that on January 8, 2013, our Insurance Department was notified that you changed your homeowners' insurance carries to ******** *********. However, on February 6, 2013, ******* ********* sent us a cancellation notice effective March 13, 2013, indicating that the policy was cancelled due to the insurer's request. Your loan was updated accordingly.

Due to the cancellation of your homeowner's policy we sent you the enclosed Hazard Insurance Warning Notice requesting proof of insurance. When an updated homeowners' policy was not received we sent you a second Hazard Insurance Warning Notice on April 10, 2013. We have enclosed a copy of the notice.

On May 2, 2013, we received a homeowners' policy with ***** **** ****** *********. At that time, we contacted your agent and confirmed you had an active policy and we updated our records.

Mr. *** please be advised a lender placed policy was not issued for your property. On May 6, 2013, we sent you the enclosed Lender-Placed Insurance Cancel Notice. If you should have any questions regarding your homeowners' insurance, please contact our Insurance 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.

This letter is only half the problem resolved.  As I have gone above and beyond to keep SunTrust up to date on my insurance coverage, even though SunTrust refused to accept all phone calls, faxes, and online communications from me and my insurance agent, I believe SunTrust was attempting to extort more money from me by forcing me to use their provided insurance coverage.  Although SunTrust is now acknowledging I have the appropriate insurance coverage, they have not yet acknowledged all the attempts we made to give them the insurance information previously over the past several months. We did everything we were required to do legally.  Their own representative, ***** *****, even wrote me saying:

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

Please note SunTrust has continually threatened to add their own insurance policy to our loan going back to December 2012.  Where is the acknowledgement that I always had the appropriate insurance coverage! In return , I promise to refinance this loan asap to leave SunTrust FOREVER!!!!!!!!

Regards,

* ***


 

 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/28/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On February 15, 2013 we applied for a refinance of our home loan using Suntrust Mortgage as our loan officer. We were told by Suntrust that we would qualify under the HARP mortage program through *********. We sent a check in the amount of $225.00 along with all requested paperwork, bank statments, tax return, w2 etc. Suntrust Mortgage charged us $585.00 for an home appraisal that wasn't needed. The bank did refund us $360.00. I found it interesting that we received on several occasions different sets of disclosures. All of the paperwork had our correct address as *** ******* *****. I was told after questioning the cause we were told that our paperwork was misplaced. We have been in our home for over 6 years. After a month into the process, we were notified that ********* had our address incorrect in there database and it would take an additional 4-6 weeks to correct. I started to hear from our "loan officer" two months later in reference to not being able to verify my wifes employment. On several occasions we had given contact information for someone who could verify her employment and we know that there was no attempt to contact these people. After we felt this issue had been resolved, we were told that our "loan officer" no longer worked with the company and that the reason of why is that she didn't do her job. This made me very uncomfortable because this company has confidintial paperwork on our family and it was missplaced due to negligence. After almost 3 months of waiting, our package was ultimately turned down because my wifes employment status was never verified and for the incorrect address in the database. When I questioned why, I was simply told that they had alot of loans to process and they couldn't have loan packages sitting around. The paperwork we recieved from the bank listed none of these reasons but stated that our income was insufficient. I was told that my wifes income was removed from the package causing our DTI to change ultimately causing our loan to get kicked out.

Desired Settlement: I would like for my loan to be processed with no further charge. The reasons we were disqualified were of no fault of ours. If this is not possible, I would like a refund of my money in the amount of $225.00.

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 21, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/24/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I closed my loan with SunTrust on October 5, 2012. Since that time (6 months ago) they have increased my insurance requirements and my payments have increased. They have constantly required me and my insurance agent to send them information. They lost my escrow money that was clearly documented on my closing statement and delivery confirmed to them by receipts. After loosing the escrow, they billed me for that amount again. While trying to explain this to them, they raised my payment again. We sent them the old payment amount (correct amount)with detail notes and they returned the check stating it was short. My wife and I cannot continue to take time away from work to try and resolve this and we are concerned it will hurt our credit. They just will not leave us alone and cannot get their records corrected.

Desired Settlement: find the escrow funds

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

We have received and reviewed the correspondence that was forwarded to our office from the Better Business Bureau Serving Central Virginia, Inc. regarding your above referenced mortgage loan. We appreciate the opportunity to look into the issues raised and provide a response to you.

You stated that since you closed on your mortgage loan on October 5, 2012, we have increased the insurance requirements and your monthly payments.

Our records show that your monthly payment was $1,448.99 when you closed on your mortgage loan. This amount included escrow payments to Homeowners' insurance in the amount of $39.75, $75.91 for flood insurance, and $220.56 for taxes.

On February 6, 2013, we paid your real estate taxes in the amount of $2,311.36. At that time, the escrow balance was $1,344.88. Because there were not enough funds in the escrow account, we advanced $966.48 into the escrow account to pay the taxes.

On February 20, 2013, we performed an Annual Escrow Analysis on your mortgage loan. When the loan was analyzed, the monthly payment for the flood insurance increased from $75.91 to $82.95 based on the flood policy we received from ******** ********, which reflected an increase in the annual premium from $911 to $987. A copy of the policy is enclosed. 

There was also a shortage of $2,171.66 in the escrow account at the time of the analysis. The shortage was spread over a 12-month repayment period. Due to the shortage your monthly payment increased from $1,448.99 to $1,602.02, effective April 1, 2013. We returned your April payment of $1,448.99 because it did not satisfy the new payment amount due for April 1, 2013. 

You indicated that on several occasions we requested that you and your agent provide us with your insurance information. We did receive a copy of your flood policy; however, because there were items missing from the documentation, we were unable to verify that your policy was in compliance with all **** flood insurance requirements. On March 5, 2013, we sent you a letter and requested that you or your agent provide us with the additional information that was needed.

You also stated that we did not apply the funds collected from you at closing into your escrow account. Our records show that when the loan closed, we deposited $1,008.66 into your escrow account. We researched this matter, and it was determined that SunTrust did not receive all of the funds that were collected from you at closing.

On March 25, 2013, we received the balance of the escrow funds from the closing agent and applied these funds into your escrow account. The escrow shortage of $2,171.66 was paid, and your mortgage loan was adjusted to reflect the new payment amount of $1,421.05, effective April 1, 2013. Your payment was received on April 4, 2013 and applied towards your mortgage loan. The next payment is due on May 1, 2013. 

Mr. and Ms. *******, we regret any inconvenience this matter caused you. if you have any other questions regarding the servicing of your loan, please contact our Client Services Department at ***********, Monday through Friday from 8 a.m. to 8 p.m. and Saturday from 9 a.m. to 3 p.m. ET. 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,

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


 

 April 19, 2013

Our response to the letter from SunTrust is the same as our first and initial complaint to you.  We closed our loan on October 5, 2012.  Our payment was $1448.99. Every payment has been made in adequate time and paid in full.  At the closing, we prepaid fees to cover the first year (taxes, insurance-flood and property) and we had no control of the escrow balance whereabouts once we left the closing at the attorney’s office. Our November and December 2012 payments were held until January 2013 before depositing due to constant request/changes by SunTrust in regards to insurance and escrow questions. We have no idea why!  In January, we were informed we had to increase our insurance again. They wanted it that day so we made another payment by credit card to our insurance company so they could increase the insurance again. We were contacted again about insurance but that is where we drew the line. We were already covered for several thousand dollars more than the replacement cost. When time for our April payment came, we received notification that the payment had increased to $1602.02. We tried to get an explanation. We called our previous mortgage company and spoke with ******, she offered to research for us.  In a couple of days, she said the escrow had been misplaced and it appeared they were billing us for that again. It is late March by now. And we had no idea why this is being carried out in such a manner. We had to send the April payment to SunTrust, so we sent our normal amount with a small note of concern. SunTrust returned our check to us and stated they would not be able to accept our check due to insufficient amount being sent. In the meantime,   we were trying to contact SunTrust about the escrow check and correct the issue. I feel sure an escrow account has limits on what can be done with it and limits that can be allowed to affect a customer’s credit and patience. We should never have had to do all this contacting and pleading for someone to assist us. SunTrust is nowhere near the place it should be on customer service. They are not working for their customers. They never even attempted to listen to us nor to investigate the issue. I personally wish I had never heard of SunTrust. We have fantastic credit scores and I plan to continue this trend. But working with companies like SunTrust can make it a challenge. I understand why people get really aggravated with financial situations. I will never recommend SunTrust to any of my friends or family. As a matter of fact, I plan on warning everybody of SunTrust’s way of handling their clients. I seriously feel we were jerked around and the letter SunTrust responded with nauseates me. Last week, I was contacted by ******** (protect my ID) about someone looking into my account. It was SunTrust.  I constantly have to stop work and look into these things because of SunTrust. If we had not taken the time to look into this, we would have been making higher payments for no reason or been turned over to a credit for not making payments since they would not accept my regular payments. So how does this seem right?

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In the month of February to April, I worked with SunTrust Mortgage on a loan assumption application that has been denied. That loan has been denied on the basis of inaccurate information. SunTrust offered a loan to me that they either could not or would not deliver. They may have done this as an honest mistake, but despite 2 months of trying to get them to correct the mistake, they will not. They may have taken my application to gain access to my personal financial information and never intended to complete the loan. Whatever the reason, SunTrust did access my personal data under false pretense, they inaccurately denied that application to cover their errors and have refused to resolve the issue with me. I need help in correcting this issue and ensuring that SunTrust does not continue to treat consumers in this dishonest and unethical way. The timeline of events are available upon request.

Desired Settlement: Credit information must be corrected and personal data destroyed.

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 14, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have never been so poorly treated in attempting to get mortgage financing. We were requesting a 50% loan to value mortgage and were required to pay $625 up front. We have credit ratings in the upper 700's. We were asked for financial paperwork multiple times. We kept providing it. They kept saying they didn't get it or it wasn't what they wanted. When asked what they needed often they didn't even know. They made so many mistakes and failed to tell the truth so often we would have to write a book on it. We saved all of our emails as proof, as did our real estate agent. Many times they would not answer the phone or emails. We were told by one agent that it was in underwriting and by another that it was not. We missed our closing deadline multiple times and the sellers were ready to walk away with our earnest deposit. We ended up finding private financing to close the deal quickly after the last missed closing date. They put us through months of headaches and we got nothing to show for it.

Desired Settlement: We would like the $625 refunded to our account. The $400 paid for the appraisal SunTrust required was not required by the private financier and thus was of no value to us. The $200 SunTrust said was an application fee should be refunded because they did not do due diligence in getting a loan for us in a timely manner. The $25 SunTrust said was for a credit check was also not needed by the private financier and SunTrust had no need for it because once again they did not do due diligence.

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 14, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Suntrust Mortgage was very helpful during the first month of going through the mortgage process. We sat down and met and he recommended that I try for Suntrusts Conventional Loan programs versus the FHA program. I opted for the conventional loan program option because monthly payment would be about $100 less per month. I promptly provided Suntrust Mortgage with all of the documentation requested including my 2010, 2011, and 2012 tax return info to do my part in keep the loan moving forward. This is where things start to go south.Three weeks go by where I was being told that there would be no issues what so ever with qualifying for the conventional loan program. A month into the process, I receive a call from Suntrust Mortgage saying I do not qualify because I made too much money in 2012 and that the conventional loan program that he was trying to get me in has a max total income of $80K. I was than shocked and very angry and asked why am I just finding out about the max income requirement a month into the loan process. If he or someone at Suntrust looked at my 2012 W2 or TOLD ME that there was a 80K salary requirement, could have prevented this from happening immediately into the process.Suntrust Mortgage than tried to lock me into their FHA loan program option. I had previously secured a FHA quote from ****** ***** ******** and Suntrust's rate was higher than theirs. In losing all confidence in Suntrusts Mortgage to tell me the truth, ability to get the loan successfully completed, and fact that they had a higher FHA rate, I opted to switch to ***. I paid Suntrust $525 for processing and appraisal. I than asked Suntrust to provide me a copy of the appraisal so that I would not have to pay for again w/ ***. I never received the appraisal despite numerous attempts to obtain such. Since they would not provide, I had to pay for such again. In essence they were trying to sabatoge my loan with *** b/c they were upset I switched. It was their mistake in the first place and want refund of $ paid.

Desired Settlement: I would like to be refunded my $525 that I paid to initiate the conventional loan.

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 May 14, 2013. Upon receipt of the signed authorization form,
we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

*********




BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Customer declined to provide a signed authorization form in order for SunTrust to share the response.

5/22/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Suntrust Mortgage continually refuses to appropriately apply payments to my account correctly. This allows them to charge me late fees.

Desired Settlement: I would like my overpayment refunded, my late fees reversed, and a letter drafted to each of the credit bureaus that identifies my payments as having been received on time.

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 6, 2013. Upon receipt of the signed authorization form, we will
gladly share a copy of our response with your office.

Thank you for contacting SunTrust

Sincerely,

***********




BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Customer declined to provide a signed authorization form in order for SunTrust to share the response.

5/21/2013 Problems with Product/Service
5/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been in the process of a loan modification through Sun Trust since Dec 2012. I purchased the home in 2006 with a mortgage with Sun Trust and our house is worth less than what we owe. We have been trying to do the right thing and not abandon our debts. All paperwork and payments for the modification were sent in December. In January I was told it would be processed by the first of March. It is almost May and still isn't resolved. Despite many emails and phone calls I can not get a reply as to when this will be processed, if it is processed at all. A check for over $6,500 was submitted as part of the process and it has been deposited back in February. I am concerned that this may be some scam where they collect money and don't follow through with their end of the contractual agreement.

Desired Settlement: Modification completed in a timely manner as agreed upon

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 May 9, 2013. Upon receipt of the signed authorization form, we
will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

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







BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Customer declined to provide a signed authorization form in order for SunTrust to share the response.

5/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Suntrust is our current mortgage company. We contacted ******* ****** on 12/24/12 and we were on the phone for over an hour during which time we paid a fee of about $250 and also were told that we qualified to refinance our mortgage under the **** program. Since that time, here is what Suntrust has done:1. We heard nothing for the first 30 days--even after repeated phone calls. Their excuse was they were short staffed (though why they cannot hire more people I don't know--isn't the unemployment rate at about 9%)2. When we did get the documents they had an incorrect address on them--I told them via email and over the phone multiple times but as late as 3/15/13 the title company still had down an incorrect address for us. How can Suntrust not know where we live when they hold our current mortgage?3. They sent us through underwriting--even though under the **** program, there is no credit check or income verification necessary. I believe they did this simply to delay the process so that they could collect higher interest payments on our current mortgage for more months.4. Our closing was set for today 3/22/13 but Suntrust neglected to send the documents to the title company so now we are not closing on the refinanced loan. Who knows if it will ever happen at this point. This in spite of the fact that I demanded on 3/20/13 to see the documents for the closing since they had clearly messed up our address (and other things on the loan document) several times--they never sent the documents to me or to the title company in time for closing.It is my believe that Suntrust is commiting a crime by taking fees and delaying homeowners the right to refinance under the **** program.

Desired Settlement: I want my mortgage closed--NOW.

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 8, 2013. Upon receipt of the signed authorization form, we will
gladly share a copy of our response with your office.





I

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Customer declined to provide a signed authorization form in order for SunTrust to share the response.

5/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They are taking my money for charges I didn't make on my account On February 24, 2013 I had charges on my account in the amount of $977.86. This was made up of charges from **** ******* and **********. I called them and said that I didn't make these charges and my check card had been compromised. Even though I still had it in my possession. These purchases were made online and I was house sitting for a friend who doesn't have internet access at their house so I couldn't have made the purchases. I then proceeded to call Monday and get a claim number #*******. They issued a provisional credit on my account until they could resolve the issue. There was also bounced check fees on my account totaling 216.00 because of this fraud. They said they were going to reverse these as well. By Wednesday the 27th the credit for the 977.86 was back in my account but the 216 wasn't. So I called again. That finally was back in my account Thursday the 28th. Now I received a letter dated March 7th but I just got it today the 12th that Based on the information we are unable to honor your claims. We are reversing the provisional credit and were are charging the 977.86 back on your account. This is a load of crap I am utterly beyond mad. I want people to know Suntrust are just as bad as the crooks who took my money.

Desired Settlement: I want my money of 977.86!!!

Business Response:
Dear ******

We have received and reviewed correspondence that was
forwarded to us from the BBB regarding our decision to deny your fraud claim
for items purchased using the above referenced debit card. We appreciate the
opportunity to address the issue raised and provide a response.

Our records reflect that purchases from ******** for $655.49
and ********** for $122.37 and $200.00 posted to the checking account ending in
**** and linked with debit card ending in **** on February 26, 2013. You also disputed
a third charge from ******* for $126.50. However, this item never posted to
your account. On February 27, 2013 the account was issued a provisional credit
for $977.86 while we investigated your claim. In addition, $216 in overdraft
fees was refunded to account on March 4, 2013.

Our initial investigation with the merchants determined that
the purchases were valid. As such, the provisional credit to your account
reversed on March 14, 2013. That same day you contacted us as you did not agree
with our decision. We have again reviewed you case with the additional
information provided by you and the merchants. Due to the privacy laws we were
advised that ********will not release information to us unless you and a SunTrust
representative are on the phone with a *********representative. We are waiting
for a manager of ***** to provide a copy of the signed receipt for the item
that was purchased. Until you arrange for us to speak with a ********
representative and we have the signed receipt from *****, our decision to deny
the claim will remain.

Please note that your checking account has a negative
balance of $633.42 and you should make a deposit as soon as possible to prevent
additional bank penalties.

********, 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 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 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.

Should you have any other questions, please call our Fraud
Assistance center 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,

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


 

 I have sent them a copy of the receipt they were trying to get and they have not responded in calling me back so we can talk to the ****** representatives together.  

Business Response:
Dear ******

This is our second response to your BBB Case ******* we
appreciate the opportunity to respond to your concern.

As reflected on your April 11, 2013 account statement, we
have overturned the denial of the claim Case ******** and issued a permanent
credit of $******* as well as refunded overdraft fees totaling ***** to the
above referenced account. In addition, the extended overdraft fee assessed on
March 22, 2013 was refunded. This credit will reflect on your next statement.

*****,if you have any questions about your account, please
visit your local SunTrust office or call us at *********. Our representatives
will be glad to assist you.

Sincerely,

***********




BBB's Final Determination: Consumer accepted resolution offered by the business.

5/8/2013 Problems with Product/Service | Complaint Details Unavailable
5/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After numerous engagements on two mortgage service issues, Suntrust has not resolved either issue. First, is the removal of PMI from our mortgage after we have paid the necessary amount to remove the PMI. This has been going on for months. Second is the processing of our mortgage refinance. The paperwork and fee associated with that have been submitted for weeks with no apparent progress on the processing. The service support has not contacted us with information other than to inform us that they didn't tell us to provide all of the required information.

Desired Settlement: Contact to the Suntrust mortgage management office to expedite the processing of these to issues.

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

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

Thank you for contacting SunTrust,

Sincerely,





??

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Customer declined to provide a signed authorization form in order for Sun Trust to share a response.

4/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We sold our home on January 11, 2013 and have been living with my parents until we could close on a new home. I started my journey with a mortgage broker that used Suntrust Mortgage as the lender. We paid for an appraisal to be done on the home. Our close date was supposed to be mid March. The week that we were to close, Suntrust Mortgage wanted to do another appraisal for which they would pay for. We did not think that was right and we never got a reason for why they would need another one done (I don't think they have to tell us either). This would also be the 3rd appraisal on the house because the seller wanted her own appraisal done to make sure that the first was correct. She paid for that one and after it happened she agreed to the deal. Due to this issue and customer service issues with the broker, we switched to a different mortgage broker/lender who was able to get our loan taken care of in 6 days. They were even able to use the first appraisal that was done with Suntrust. Suntrust would not hand over my appraisal until the loan was withdrawn. It took them from 3/22/13 to 4/5/13 to withdraw the loan and give us the appraisal. Once that happened we asked the appraiser through a 3rd party to make changes. The appraiser would not do that without Suntrust's approval even though we now have the rights to the appraisal this is due to Suntrust being the ones that hired him. We are now trying to get Suntrust to change the purchase price and they will not because they withdrew the loan. We were supposed to close today and again we are waiting for Suntrust to work this out. In closing, Suntrust has held up this process several times and has directed us in circles, which in turn is pushing back our closing date. Suntrust has been a barrier in this process. We just want to move into our new home!

Desired Settlement: Fix my purchase price so that I can close on my home.

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 19, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Sincerely, 
***** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a mortgage with Suntrust. In November of 2011, I experienced a decrease in my income but but I was able to maintain paying the bulk of my bills and mortgage due to my income tax return, which depleted quickly. Work picked up in the summer but later that year in October 2012 I was released from a job contract and lost the bulk of my income. I attempted to request a loan re-modification with Suntrust in November 2012 after being unable to pay my mortgage. It has been a complete night mare. They are rude, unorganized, inconsistent, and unprofessional. I sent documents dozens of times and they were either lost, not located, or never documented as being received. They continuously request the same stuff over and over to keep your file from being considered as "COMPLETE" so it never gets assigned to a litigation representative for a re-modification review. This has been going on for 4 months. As a result of Suntrust's inconsistent and unprofessional business practices my home is now under Foreclosure as of February 15, 2013. Despite the fact that I've been in contact with them since November at first once or twice a month, then eventually 2 to 3 times a week calling, faxing, emailing and mailing the same documents over and over. Now I'm waiting for a response on a re-modification request from my Suntrust. They finally received my completed file via **** on February 28th and assigned the file for review, but my house is still in foreclosure for no legitimate reason. I did what was asked of me, spent money I dont have on paper, ink for copies and on faxing documents from other places because I thought it would make a difference and it didnt. All they do is tell you we dont have your documents or know where it is. Paperwork and certain forms will expire, be filled out incorrectly or illegible and no one will call you to request that it be re-submitted. They wait for you to run out of time. They give you the run around because they dont care if you loose your home.

Desired Settlement: I WANT THE FORECLOSURE CANCELED, VOIDED, or STOPPED due to inconsistent and unprofessional business practices by SUNTRUST employees and/or representatives. TIME ENOUGH TO BE GIVEN A FAIR REVIEW FOR A LOAN RE-MODIFICATION WITH OUT THE FEAR OF ME AND MY CHILDREN BEING KICKED OUT OF OUR HOME DURING THE PROCESS OF EXPLORING OPTIONS TO SAVE MY HOME. A FORBEARANCE UNTIL MY INCOME IS ADEQUATE ENOUGH TO NEGOTIATE NEW TERMS ON A LOAN RE-MODIFICATION.

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 the letter I received from SunTrust in response to my issue dated April 1, 2013. I will fax you a copy of the response I received from Suntrust or fill out the release form so you can view it. I'm unhappy because the letter implies that my paperwork, specifically my Profit/Loss Statement was outdated, which was false. I was asked to send another copy because Mrs. ***** stated that it was not printing out or opening properly to show the full document. I had not been informed prior to my conversation with her that I needed to send another copy of this particular document. This is the reason for my complaint initially. No one is taking responsibility for the delay in processing of my paperwork which began last year in October. I find it quite offending that the issue of delaying is being placed on me, as opposed to SunTrust. They are responsible for behaving irresponsibly in the matter of processing paperwork in a timely fashion; as well as not communicating with me to effectively process my request and send it to the Loss Mitigation department for review, prior to placing my home in foreclosure. At this time, the foreclosure has been temporarily postponed until after the determination of my re-modification request. If I am denied, my home will immediately be placed on foreclosure again. I am still waiting on a response and preparing to fax some documents today that were requested from my home preservation representative. As of now, my issue has simply been delayed, not resolved. SunTrust has not offered a resolution yet, however, I would like to say that my representative, Mrs. ***** appears to be making every effort to help me come to a resolution. I thank you for your concern in this matter.


Regards,

****** ****


 

 

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 1, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

***** *****

Officer

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

4/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Absolute worst mortgage servicing of any company I have ever dealt with before and I have been a licensed real estate broker for ten years now. My wife and I have had a mortgage with Suntrust for four years now and are moving towards a refinance program. Upon the underwriters review of all of our documentation it has been brought to our attention that things had never been recorded properly. We had a $270,000 and an auxiliary $30,000 construction loan and rider that were to be rolled into one permanent loan. In most people's world, those two figures total $300,000 for the original consolidated loan. Apparently four years ago Suntrust mortgage never properly released the $30,000 rider but did combine the two into a new $300,000 note. The problem is that the $30,000 note has a DIFFERENT LOAN NUMBER and no release of lien filed. My wife has exhausted one-month and over 1,200 mobile phone minutes being passed around from person to person to person with Suntrust mortgage and more specifically their legal department and nobody seems capable of understanding that we cannot refinance when the register of deeds office is showing that we have $330,000 of liens against the house for a $300,000 original note. We are now days away from losing our refinance lock in and have expressed to dozens of Suntrust employees that we will be hiring an attorney and suing them if this happens. All we are asking is that they properly record a lien release for the $30,000 note as they were paid to do and should have done four years ago.

Desired Settlement: All we are asking is that they properly record a lien release for the $30,000 note as they were paid to do and should have done four years ago.

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 11, 2013. Upon receipt of your signed authorization form, we will
gladly share a copy of our response with your office.

Thank you for contacting SunTrust

Sincerely,

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




BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: customer declined to provide a signed authorization form in order for Suntrust to share the response.

4/18/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 8/27/12 under the HARP program I submitted a request for a loan Modification of my SunTrust (VA backed) home mortgage. It was confirmed received by ******* ***** (loss mitigation associate for SunTrust Mortgage). Because I am self employed (realtor) I had to submit monthly bank statements showing income which was being done. After several attempts to recontact Ms. ***** due to receiving notification in October 2012 of the foreclosure sale set for 11/30/12 I never received any word back from Ms. ***** and my property was sold back to the bank on 11/30/12. This was done when I had an active loan modification request with the lender and no response to it's approval or denial. I have documented email communitcation it was received but never recied a response. My home was preveiously release under Chapter 7 bankrupcy which included my mortgage on 5/12/10 which the bank was notified. I then received a 1099 from SunTrust and inquired why I would have that if my debt was discharged under my bankrupy case # 6:10-bk-01400-ABB and was informed they had to submit it to the IRS which doesn't make sense because it was discharged. SunTrust took possession of the property in December 2012 via Certificate of Title which is recorded and to date they have not taken possession of the property.

Desired Settlement: I am asking 2 things from SunTrust mortgage:1) Remove the 1099 with the IRS as this debt was discharged in 5/10 which they were named and this is causing undue financial burdens and projected costs to get cleared via an attorney.2A) Request to recind the sale and provide loan modification for current market value for consideration of reinstatement of my loan.OR2B) Provide $10,000 in relocation assistance so me and my family can somehow move forward with our lives.Thank you very much for your assistance and SunTrust consideration in this request.

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

This letter is in response to correspondence we received from the Better Business Bureau Serving Central Virginia, inc. regarding loss mitigation assistance and the foreclosure sale associated with the above referenced loan. We appreciate the opportunity to respond to this matter.

In order to review a loan for loss mitigation assistance, we must have a complete financial package with all required financial documentation. It may also be necessary to request updated information during a review.

Our records show that we activated your loan in our loss Mitigation Department in August, 2012. During August and September 2012, it was necessary to request additional and updated financial information from you. On September 24, 2012, the Home Preservation Client Representative assigned to your loan (******* *****) received an email from you informing us that due to the ongoing submission and resubmission process you decided not to proceed with a loan modification. We determined that we did not receive all of the requested information needed to complete your loan file and removed your loan from the Loss Mitigation Department on October 2, 2012.

On November 30, 2012; the foreclosure sale of your property occurred. At that time, the loan was past due for the January 1, 2010 through November 2012 payments. As a result of the foreclosure sale, we filed a 1099-A tax form, which reports the acquisition of property. You requested that we remove the 1099-A filed with the IRS because your loan was discharged in 2010 during a bankruptcy. Please know that we are required to file a 1099-A after a foreclosure sale, regardless of the bankruptcy status. Therefore, we are unable to comply with your request to withdraw the 1099-A filing.

We have reviewed your loan file and determined that the foreclosure sale will not be rescinded. Also, we decline your request for relocation assistance. 

Mr. and Ms. *******, if you have any other questions regarding your loan, please do not hesitate to contact our Client Services Department at *** *** ****, Monday through Friday 8 a.m. to 8 p.m. and Saturday from 9 a.m. to 3 p.m. ET. A representative will be glad to assist you.

Sincerely,
***** *****
Officer 
Executive Srvices

Business Response: See Attached

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 don't accept the resolve as there is no resolve shared by SunTrust Mortgage.  The loan was mortgage fraud as the company that refinanced SunTrust Mortgage) the loan is the company that terminated my services and at the time of the refinance they (**** ****) knew I was unemployed.  I was also given over $5,000 at closing which I used to make my first payment on my new mortgage while trying to find adequate employment which I was not able to obtain in the current economy.  The $5,000 was added to my debt which was discharged in May 2010.  I have tried everything I can as a former Verteran to resolve this issue and provided every bit of paperwork documentation requested.  After submitting multiple times to the stated mitigator it was an over and over again request.  Because I am commission only the only requirement was to submit monthly bank statements which I did each and every month.  I then received foreclosure sale notification of sale being set for 11/30/12 and was never informed my package was not approved and the sale was held anyhow.  I have had to maintain the property since 12/4/12 when SunTrust took possession of the property via certificate of title and it has encumbered me to continue to maintain a property that is in their name.

Regards,

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


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/18/2013 Problems with Product/Service | Complaint Details Unavailable
4/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received a good faith estimate from my lender at suntrust for my house I just recently purchased. It told me that's closing costs would be around 3600 dollars. We asked the buyer to pay 3500 leaving owing a little over 100 out of pocket. I them go to closing and find that my closing will be over 5000 dollars for closing. I lost my 1000 dollar earnest money on top of having to come to closing with an extra 1350.12 brining the total to 2350.12. I am not a mathematician but am pretty sure that is more than what I was told in my good faith estimate. The lender,suntrust, then tells me they sentMe another good faith estimate on February 8th showing the new closing. I have checked my emails as well as my realtor and we have no such email. I have even asked the lender for the email the said they sent me on February 8th. To date, I still haven't received the proof that I was sent this letter. On top of this I never received finalized information 3 days prior to closing with changes. I was blindsided on the costs (luckily I had the money to cover it). By ***** the lender is allowed 10% leeway on good faith estimate. By my real estate title the lender was 32% off meaning the lender should have eaten the cost. So far they have not and that brings me to this complaint.

Desired Settlement: I request reimbursement of the loads money due to faulty calculations by lender who were in violation of RESPA. On top of that the numbers wereMoved to a new category skewing the numbers, and"Putting them within" guidelines and losing me money. I never got a good faith estimate other than original and this put me and and my family in a bind. I request my difference by the lender being over 10% good faith estimate.

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

This letter is to acknowledge receipt of correspondence we
received regarding the above referenced loan.

We are currently researching your concerns; however,
additional time is required to provide an appropriate response. We apologize
for any inconvenience and assure you that a response will be mailed addressing
your concerns.

If you have any questions, you may contact me directly at
***********, Monday through Friday from 8AM to 5PM, EST.

Sincerely,

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




BBB's Final Determination: Consumer accepted resolution offered by the business.

4/12/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On or about September of 201, Suntrust Mortgage purchased my mortgage from ** **** **** ********. On 10/22/12 I received an escrow surplus letter stating that "Your New Monthly Mortgage Payment is $733.09 effective 12/01/2012," a couple dollars increase. As of Nov 8, 2012, Suntrust has been telling me, via phone calls to their customer services and insurance department that there is a $200 increase in my flood insurance because they are missing information they requested from my flood insurance company, and that my mortgage payment is late due to it being over $900. When I informed Suntrust that I am in a remodification adjustment until 2015, they tell me that my flood insurance has increased by $200 and that's why my mortgage has increase, like a broken record.When I contacted my flood insurance company, ******** ******** ***** ********* at ************* and spoke with ****** at ext. ****, on Nov 8, 2012, she informed me that she had already sent all the info Suntrust requested, but would send it again. Though I have been making my payments in a timely manner and Suntrust has been cashing my checks, as of today I am receiving collection calls and being threatened by Suntrust with foreclosure letters. On March 9, 2013 I received a letter from *** ********* ********* ******* stating: "You are hereby notified in accordance with the terms and conditions of the above mentioned policy, and in accordance with the law, that the insurance Suntrust Mortgage placed on your property is cancelled effective 11/19/12 12:01 am Standard Time, for the following reason:OTHER INSURANCE COVERAGE PROVIDED. If applicable, your loan will be credited: $1,352.93. Sincerely, *** c/o Suntrust Mortgage Inc."I was never informed a different flood insurance policy was purchased for my home and none of the insurance policies on my house through ******* or ********, which dot do not expire until June, July and August of 2013, show any increases of $200 from 2012 to 2013.

Desired Settlement: A written letter of apology from Suntrust Mortgage for the stress and turmoil I have been put through by them using scare tactics to force me to pay more than my mortgage is. Stop harassing calls from the collection agency working for Suntrust Mortgage. Correct any damage done to my credit/and or credit score, if applicable. Stop abusing their power as a bank and abusing the fact that they purchased my loan through no choice of my own. A fine upon Suntrust by the government.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Customer declined to sign the authorization form

4/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had several issues with SunTrust Mortgage since the inception of my loan. I was the victim of predatory lending and put in an adjustable rate interest only loan at the end of my construction period, the bank lost my escrow check when it got to their Virginia headquarters and I had to pay to replace it, there are still mechanics liens filed on the property which were not filed as released which SunTrust tells me are not there even after I spent $58 to fax them the filed records, and now, I have been without hazard insurance since Feb. 16th because their insurance department did not pay my insurance bill and I will be responsible for the charges to reinstate my policy even though all the funds were in my escrow account. They received the renewal notice 30 days prior, at the same time I did. Only when I made my payment and noticed too much money in my escrow account and investigated did I realize that I had no insurance. This company continues to cost me money because their customer service does not do their job. You cannot talk to a live person when you call. Only when I got very upset and demanded a supervisor was I allowed to talk to one. She was very nice, but I do not believe the information she gave me on the liens as I looked at the County records. This company needs to follow it's own policies and also be responsible for any fees charged to it's customers based on it's negligence.

Desired Settlement: I would like SunTrust Mortgage to be responsible for any additional charges to reinstate my homeowners insurance due to their negligence in not paying the bill when it was due. They only paid it after I notified them, in writing, that it had not been paid.

Business Response: Please see attached. 

March 25, 2013

Better Business Bureau Serving Central Virginia, Inc. 
Attn: ******* *******
*** ********** **** **** **** ***
********* ** *****

Re: **** **********
      Case *******

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 25, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,
***** *****
Officer
Executive Services

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Loan modification is constantly delayed and now they want to restart the entire process over again. This began in October 2012 after sending in all paperwork required for loan modification. I feel that I am fighting a loosing battle and all Suntrust says is Im sorry I have no control over the processors. Well obviously they are not doing there jobs in a timely manner. I did everything they asked of me, submitted all paperwork, and now they want to do it all over again!

Desired Settlement: I want them to do the right thing and process my application!!!!!!!!!!ASAP

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 March 19, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
Thank you for contacting SunTrust
Sincerely,
***********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Customer declined to provide a signed authorization form in order for SunTrust to share the response.

3/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: see attached

Desired Settlement: Unspecified

Business Response: Please see attached. 

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,

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


 

 From: **************** ************************* 

Sent: Monday, March 04, 2013 2:31 PM
To: Complaints
Subject: Re: You have a new message from the Richmond BBB complaint #*******

I did get a letter I should say the same letter I got a month ago. Not acceptable. I want credit bureau cleaned up; my title and no late fees. As there should have not been any anyway. It is just rederick with no resolution. I do not owe them any money. Have them provide you a copy of the check for Dec 2012 the coupon that went with the check and you will see there was nothing else due. NO BALANCE. Tell me anyone that calls in with the last payment coupon and asks what the pay off is? Does that make sense. Please look at the bullets I supplied you and the documentation that has been provided.  Thank you ******* **** 

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased my first house in 2008 and Suntrust holds my mortgage. I have not been late with one payment until the summer of 2012. I am a teacher and a single parent of one child in college. I called Suntrust in April of 2012 explaining that I was having difficulty with my mortgage and it was going to get worse because I was not going to be able to teach summer school like I have done since I started teaching. So I would not have income over the summer to pay my mortgage and other bills. Yes, I should of been better prepared, but I wasn't. When school started in August of 2012 I also found out that I was losing over $500 in income monthly on top of the income I lost a few months before. I used to teach straight through the day with seven periods in high school and I would get a stipend for doing so, well my school cut me from doing that. Now I had to deal with less money on a monthly basis. I called suntrust and told them, but they WERE NOT HELPFUL AND DID NOT CARE! In december I started an application for a modification because I didn't want to lose my house. They denied me on the basis of NOT ENOUGH INCOME.....duh! I did another application for modification and they denied it in Feb of 2013. I CONTATED ****** ********* IN THE **** ************ OFFICE WITH SUNTRUST IN RICHMOND, VA AND HE WAS CRUDE, RUDE, NOT CARING, AND DID NOT OFFER ANY HELP!I ASKED HIM TO EXPLAIN THE DENIALS AND HE KEPT SAYING"LACK OF INCOME"! I WAS SO ANGRY AND HURT. SO..I AM APPLYING AGAIN WITH NEW CIRCUMSTANCES AND SENDING LETTERS TO TOP EXECUTIVES IN SUNTRUST, THE ATTORNEY GENERAL IN FLORIDA AND OTHERS. I AM TIRED OF BANKS LIKE SUNTRUST PUSHING MINORITY CONSUMERS AROUND AND THINKING THEY CAN GET AWAY WITH IT. I REFUSE TO WALK AWAY FROM MY HOME..I JUST NEED MY MORTGAGE PAYMENT MODIFIED...IT MAKES SENSE FOR THEM TO MODIFY THEN START A FORECLOSURE LIKE THEY HAVE..I GOT THE SUMMONS ON 2/15/13! INCREDIBLE!!!!!

Desired Settlement: I am a hardworking teacher who takes pride in doing things the right way and standing by my obligations. I WANT SUNTRUST TO MODIFY MORTGATE...AND STOP TREATING PEOPLE LIKE THEY ARE JUST A NUMBER.I am not walking away...I just want an opportunity to stay in my home. A MODIFICATION IS WHAT I NEED AND DESERVE.

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 March 12, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
If you have any questions or require any additional information, please contact me at *********** Monday through Friday from 8a.m to 5pm, ET.
Sincerely,
**************

BBB's Final Determination: Complaint was settled through BBB mediation

3/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 1 Month after refinancing through SunTrust they unexplicably raised my mortgage payment by ~400/mo saying they needed to accrue more escrow. I felt duped. They could not adequately explain why my payments went up ~$4800/yr when my taxes increae ~$1000/yr. I told them I wanted to begin paying taxes and insurance diretly instead of having them do it. They said I could in 6 months. Well, after 6 months, they now say I can't do it. The rep thinks I can after 1 yr, but can't confirm. When I asked to speak to her **********, after a month of back and forths, she set up time to call and then they never did at preset time. I feel helpless and am not sure how to get out of this situation. The rate they hit me with is unaffordable long term and nobody will talk with me. What can I do? What is my recourse? I am in process of hiring an attorney to fix situation and help make sure others do not have to go through this collosal waste of time.

Desired Settlement: I just want to pay my own taxes and insurance. I want my escrow waived. Any help would be much appreciated.

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 January 18, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust
***************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Customer declined to provide a signed authorization form in order for SunTrust to share the response.

3/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had my mortgage with Suntrust Mortgage for over 15 years. I was forced to retire three years ago at 65y/o. With my limited income I tried to refinace my home and consolidate my credit cards. For what ever reason this process took over 12 months. I called numerous times with no answer. I left numerous messages with no return.It seemed we would take 5 steps forward and 6 steps backwards over the year. In the last couple weeks I was told I was denied refinancing. I had paid for appraisals and paid for other charges. On January 3, 2013 I wrote them a check and told them if the loan did not go through to refund the check to me. They did NOT return the check but applied it to one of the credit cards that I was trying to consolidate into my loan! This company has ruined my credit history over the last year and I am now trying to dig myself out of debt. I wish I had never taken out a mortgage with them years ago. Now in my retirement years they treat me like a dog. Very dissapointed in this company.

Desired Settlement: DesiredSettlementID: Refund They need to refund us for at least one appraisal and the $480 check we wrote on January 3,2013. It should have never been applied to a credit card.

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 February 22, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.
Thank you for contacting SunTrust
***************

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,

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


I have received no correspondence from Sun Trust Mortgage. This is how they lead me along for over a year. NO answers to numerous calls. We want our cash back as this institute cashed our check and then credited to a credit card. They were to return the money to us! They had no right to take our money and do with it what they wanted. 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

BBB Comments: Customer declined to provide a signed authorization form in order for SunTrust to share the response.

3/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I sent 8 emails yesterday from 3:30 until 5 pm CST to *** ******** ***** *** *** ******** *** **** ************* of Sun Trust. I specifically asked him for Sun Trust's policy or accepted practice for updating **** entries to a particular status "Deactivation Assigned from **** for Default or Bankruptcy." I did not ask for specifics for a particular borrower nor did I ask for him to release any protected personal information. This is not a "trade secret" and other servicers (***** ***** ****** **** ** ******** have provided this information. The only thing *** ***** would advise me of is the phone number for customer service. I objected as I know that customer service departments for large mortgage companies are oblivious to **** issues.However I complied and called the number. I spend 28 minutes and 56 seconds on the phone with Sun Trust. I spoke with ******* ***** ******* *** **** No one knew anything about **** entries or the company's policies/practices regarding **** entries. They were customer service reps and a loan officer, none of whom should be expected to know anything about ****. One customer service rep suggested that I fax the records department and they could address my request. However she indicated this would take 2-3 business days.This is unacceptable!! How can someone have a job title of ********** ******* *** **** Administrator and not know or be able to articulate the company's policies and practices regarding ****. This is rude and highly unprofessional.

Desired Settlement: I would like a response from Sun Trust answering my question.

Business Response: Dear ***********:
This letter is in response to correspondence we received from your office regarding a case filed by ********. We appreciate the opportunity to respond.
According to our records, ****** contacted ****** of SunTrust Mortgage INC regarding specific SunTrust Mortgage INC loan. We do not have written authorization from our clients to discuss their loan with Mr. Smith.
While ****** also requested general ****** information, we determined that providing any information regarding ***** in this instance would be a violation of our clients privacy. If we receive written authorization from our clients allowing us to discuss their loan with ***** we will be happy to address his concerns.
Thank you for contacting SunTrust.
Sincerely,
*****************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Customer declined to provide a signed authorization form in order for Suntrust to share the response.

3/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I owned a part share in a property in Rotonda West, Florida with my ex-wife, her mother and brother. When we divorced, they were awarded the house. The English court ordered that she should act to take my name off the deeds at her expense as I had no continuing interest in it. This was never done. I have no contact with her, and this has been the case for over two years.The property was substantially mortgaged with SunTrust Mortgage. Initially, we took out a six year, fixed rate mortgage in 2006. This would have expired in 2012.When the mortgage was close to expiry, I approached SunTrust to make them aware of the circumstances. My reasons were not vindictive - I simply wanted the record put straight that I have no legal interest in the property and thus no liability in case the mortgage was not paid.More directly, because the transfer of ownership had not taken place, I presumed that should the mortgage be extended or continued with SunTrust, at some point, I should have been contacted by SunTrust to either agree transfer or agree new mortgage terms (although I have no interest in the property). SunTrust have never contacted me directly.I made them aware of the position. My worry was that someone had extended a mortgage in my name fraudulently and without my knowledge.SunTrust were very unhelpful, refused to contact my ex-wife to clafify the mortgage application, and were completely disinterested in the possibility of fraud being committed.My simple question is....are SunTrust aware of an application in my name to extend that mortgage, and if so, do they realise it is fraudulent and a crime?

Desired Settlement: SunTrust investigate properly and let me know if the mortgage has been extended in my name fraudulently. And then take action with the current owners to set the record straight.

Business Response: Dear ***********,
This letter is in response to the BBB complaint#******** regarding ********* mortgage loan. Thank you for notifying us ******** concern and providing us an opportunity to respond.
In his complaint ****** requested more information about the term of his mortgage and if the mortgage had expired or was extended without his knowledge. In addition, he asked if SunTrust received any correspondence regarding the mortgage since September 2010.
We provided a copy of the first payment modification agreement that *********signed on February 28, 2007. This modification only charged the date the first payment was due from October 1, 2006 to April 1, 2007. It did change any of the terms of the loan or the maturity date. We explained that, in accordance with the note *********signed, the interest rate did change on September 1, 2012 from 6.25% to 4.25%, effective with the October 1, 2012 payment, and that this loan did not expire nor was it extended.
In our previous response we sent copies of note and security instrument to clarify the terms of the loan. All the loan terms originally agreed to, in the transaction documents **********signed, remain valid and enforceable throughout the life of the loan. These terms are in no way compromised, altered or amended by ******* sending the above referenced correspondence.
SunTrust is unable to locate any written correspondence requesting the current loan status or information to pay off the loan or to refinance it prior to ****** recent complaints to the BBB.
If you have additional questions regarding this matter please contact executive services at ********* Monday through Friday from 8:00 am to 5:30pm Eastern Time.
Sincerely,
*******************************
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/4/2013 Problems with Product/Service
3/1/2013 Problems with Product/Service
2/21/2013 Problems with Product/Service
2/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Suntrust bank sent a single credit card bill for me to a previous address which happened to be incorrect. They had been sending all my other banking documentation to the correct address for over a year so it was obviously in their system. A month or so later they managed to send the bill to the correct address and, when I received it, I payed it immediately. Nevertheless, they had reported me to the credit agencies inappropriately due to an error on their behalf. Therefore, it is their responsibility to correct the mistake and have this taken off all 3 credit reports. I do not want to be given their "phone number" so that I can sit on hold. Suntrust needs to correct the mistake they made.

Desired Settlement: I want Suntrust to contact each of the 3 credit bureaus and make sure that this is expunged from my credit report entirely.

Business Response: Please see attached. 

December 10, 2012

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

Re: Credit Card Account ending in ****

Dear *** ****

We have received and reviewed the correspondence that was forwarded to our office form the Better Business Bureau Serving Central Virginia, Inc. (BBB) regarding the request to update your credit report. We appreciate the opportunity to look into the issue raised and provide a response to you.

In your correspondence you are requesting that SunTrust remove the late payment reported to the credit bureaus regarding the above referenced account. The Fair Credit Reporting Act states that a borrower's deficiency of payments may be reported on the borrower's credit report for a period of seven years from the date the first delinquency was reported. Our records show that there was one 30 day late payment in which we did not receive a payment on or before the due date.

On August 5, 2012, a payment for $98 was due on account ending in ****. On September 11, 2012, we received a call from you regarding your credit card bill. Prior to the September 11, 2012 phone call, SunTrust was sending the credit card bill to **** ******** **** ********** ** and receiving payments on time. On September 11, 2012, we updated your address to **** ***** **** **** *********** ** and a payment of $98 was made to bring the account current which was after the delinquency had occurred and been reported.

SunTrust has an obligation to provide accurate and complete information regarding all client accounts to the major credit reporting agencies. Given that the above referenced account was delinquent, we are obligated to report all delinquencies and did so accurately.

*** ****, I trust this information is helpful to you. Should you have any questions about your credit card, please call Cardmember Services at ***.***.****. A representative will be glad to assist you.

Sincerely,

****** ******
********* **** *********
Executive Service

Enclosures: State and Federal Disclosures STBNHB

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a mortgage with Suntrust since 2008, I was pleased with them for the majority of the time I have been associated with them, however approximately 1 year ago I started the process of attempting to modify my mortgage with them in order to make it more affordable. The reason for this was that I am permanently disabled and living on Social Security and cannot afford my original payments and have fallen behind a few times. This whole process was started long before I fell behind, because I was hoping to get this resolved before that happened. I have been jerked around so much by representatives of Suntrust that I do not know what to do anymore. They say that they record all conversations, and if that is so then it should clearly show that I have been mislead repeatedly. For most of the process, I was dealing with a man named ********* ********** who would tell me that he had everything needed to process my file, and then a week later in the mail I get a letter stating that my file cannot be processed because of missing items. I have stacks and stacks of faxed information that I sent to this man many times over!!Only to be jerked around and mislead for months and months. Had I received help at the beginning of this whole disaster, I probably would have qualified for streamline refinancing, but now I have had late payments because of the lack of help.Most recently I received a call on December 7, 2012 from a **** ******* who told me that he was now assigned to handling my file and assured me that he would do everything possible to help me. He told me on that date that he had everything necessary to process my modification request and that it was being sent to the underwriters.Well you guessed it !! I have faxed **** ******* on December 27th, 31st 2012 and again today January 18, 2013 and I have not heard a word from him either. At this point in time I am still getting collection letters from ********* ********** whom I was not supposed to have to deal with anymore.

Desired Settlement: I would like for Suntrust to Modify my mortgage so that I may keep my home as I have implied in all of my letters to them in the past. I do not want to become a foreclosure statistic and have done all I can to work with them to no avail.Thank You

Business Response: Please see attached. 

February 1, 2013

Better Business Bureau Serving Central Virginia, Inc.
Attn: ******* *******
*** ********** **** **** **** ***
********* ** *****

Re: **** *******
     Case ********

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 1, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

***** *****
Officer
Executive Services


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Suntrust mortgage has failed to pay property taxes out of my escrow account. When I received notice that my account was delinquent (and that ******** County had filed a tax lien on my property), I called Suntrust Mortgage on January 9 to figure out why my taxes had not been paid out of my excrow account. I was told that my taxes were not scheduled to be paid until 2013 - which is incorrect. Per the customer service representative, I faxed over my delinquent tax notice and was told that it would be resolved by January 18. Today is the 21st, and my tax account is still delinquent. I called Suntrust Mortgage customer service again and was told by the represetnative that there were no notes on my account regarding property taxes and I would need to re-fax my bill to *********

Desired Settlement: Suntrust needs to pay my property taxes ASAP. Also, they need to pay the $32.41 interest charged for late payment since this was their error.

Business Response: Please see attached. 


February 4, 2013

Better Business Bureau Serving Central Virginia, Inc.
Attn: ******* *******
*** ********** **** **** **** ***
********* ** *****

Re: ********* ******
      Case *******

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 4, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response to your office.

Thank you for contacting SunTrust.

Sincerely,
***** *****
Officer
Executive Services



BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My mortgage loan was closed/ settled in March 2012. I discovered that Suntrust never reported this to the Credit Agencies and my credit score was lowered. They showed me as past due late and having a high amount owed. Both incorrect. This is causing me higher interest rates for credit cards and car loans, both because of their lack of reporting. I believe they should pay the diverence in interest I would have gotten if they reported correctly. I have been on the phone for hours trying to settle this as well as being dropped from calls several times and passed to 7 people in the last two days with no resolution. This is totally uncalled for and undo time and anguish, as well as costing me real dollars.

Desired Settlement: Pay for difference in interest i would have recieved if they reported correctly to credit agencies.

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 January 22,2013 Upon receipt of the signed authorization form, we will gladly share a copy of our response with our office.

Thank you for contacting SunTrust

Sincerely,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Customer declined to provide a signed authorization form in order for SunTrust to share the response.

2/11/2013 Billing/Collection Issues | Complaint Details Unavailable
2/11/2013 Problems with Product/Service
2/8/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On Nov 21, 2012, I made a double mortgage payment to cover Nov and Dec 2012. Because it's after the grace period, a late charge was assessed in Nov. They took Dec payment and applied a portion to the late charge, causing Dec payment to be short so the remaining funds were applied to additional principle. In January, 2013, I received a Collection call which I explained the error. The Collection rep placed a request to have the additional principle reapplied accordingly and waived Dec late charge because it was invalid. Due to the inconvenience, I was told Nov late fee would also be waived as a courtesy but I had to call back after funds reapplied. I called back for an update on the reversal and spoke with a rep who had no clue so I ended up with a supervisor who confirmed they would waive the late fee once it's shown on the account. When I called today, the Collection rep, **** in Richmond VA call center gave me a hard time, saying Nov late fee is valid and refused to waive it. We ended up getting into a screaming match with each other and I repeatedly asked for a supervisor. Lisa continued to say it's my fault the payment in Nov was late so I deserve the late fee, refused to waive it and started asking me Collection questions such as "is it your intent to keep the home" and "why was Jan pmt made late" when I paid it online on 1/15/13. The ********** I spoke with, ********** went into more circles and also refused to waive the fee until I explained (3 more times on the call) what I was told. ********* finally waived it but this is an inconvenience that I should not have to endure. The collection rep**** was screaming and yelling at me on the phone and refused to hand it over to a supervisor. I spoke with her on Tuesday, 1/15/13 at approx 4:00 pm EST. I want Suntrust to review the phone call and take appropriate action. 4 years with Suntrust and I was only late ONCE and with that, I paid two months at the same time to make up for it. I don't deserve this treatment.

Desired Settlement: I want the Management team at Suntrust Mortgage to review the phone call and take appropriate action, train their reps to handle phone calls with professionalism, train them to better understand how to read their systems and be able to relay the correct info to customers and ensure there is quality assurance monitoring of all of the calls at all times. I also want a letter from Suntrust confirming they reviewed the call and what the outcome of their findings are.

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 January 30,2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Customer declined to provide a signed authorization form in order for SunTrust to share the response.

2/1/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My name is *******. I would like to share an experience with readers and viewers. Hopefully this will help other readers and viewers so they will not have to endure the hardship I have had.In December 2009 my then husband and I were in financial ruin, so we did like many consumers have done. We filed bankruptcy. It was not an easy decision to file bankruptcy, considering both of us had been discharged from the military honorably, but we did so. We waited until July 2011 to replace our vehicle to help our credit repair itself. We purchased a Kia Soul 2011 from ************** *** and SunTrust financed our loan. In June of 2012, my then husband and I separated and divorced. I relocated to Pennsylvania and began to rebuild my life. Part of rebuilding my life required me to refinance the Kia Soul. I contacted SunTrust and was informed that I was not able to refinance because I no longer resided in Virginia and their company policy only covers the south of the Virginia border. Now I am in full swing of rebuilding my life, my credit score is reasonable. But I could not figure out why SunTrust will not assist me, considering my former husband was not employed at the time the loan was signed and I am 100% disabled veteran receiving full benefits. In fact, I have made every payment for the vehicle since the loan was incurred with my VA disability check.I am frustrated because I am unable to refinance the vehicle with them and therefore I can not transfer the tags to Pennsylvania. I feel SunTrust is holding me hostage with this loan. I would like to let other viewers be aware that SunTrust is not to be trusted. I have heard of local community credit unions, never a bank that only loans to certain residents within the states south of the Virginia border. As a human being, let me remind consumers you are not just a credit score number. Things happen in the course of a persons life and financial institutions should be able to look at your credit history, but not place a number on your reliability. Life has many twists and turns, which all affect your credit score. Please know if you are looking for a loan remember you are not just a number.Sincerely,******* ***** Product_Or_Service: Kia Account_Number: ******************

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like Suntrust to issue me a loan with the current balance and descent interest rate in my married name and my former spouse's name removed. I would also like SunTrust to release the electronic title to Pennsylvania ********** ** ************** so I can legally register my vehicle in Pennsylvania. I would also like a formal apology from them regarding the transfer issue to include with my credit report.

Business Response:

We responded to Ms. ******* ** ***** by telephone on January 4, 2013 to resolve her concerns. If you have any questions, please contact Ms. *****.

Sincerely,

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

Vice President and Manager

Executive Services

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/1/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: suntrust is my mortgage company i was contacted and informed that because i was in good standing i was eligible to refinance at a lower rate so i asked at what rate and how much would it cost me out of pocket i was told no closing cost just a 250.00 application fee so i agreed to proceed with the refinance after they received my 250.00 the process started but soon after i submitted the packet and returned it they said i needed to send different forms and put 1300.00 in my savings they started making deadlines for things they just sent the day before then i did not hear from them for along time so i called to see what was going on i was told my agent was gone they assigned a new agent the next day i got a letter stating i was denied i called back i talked to the new agent he said everything was good he did not see why it was not approved so he transferred me to the loan officer **** ***** he said he agreed and that he would resubmit the application it was turned down again because my credit score was 640 after they ran it again within 30 days it was 670 before they ran my score.

Desired Settlement: I want someone to review my application and give me a answer how after closing out my first mortgage in good standing and get a new mortgage never being one day late paying and now i don't qualify, why call me saying my file had been reviewed and i was great customer for a refinance loan.

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 client dated January 17,2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

***** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/24/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I Have tried many times to talk to Sun Trust Mortgage and they have never called us back. They made us wait over 30 days to give us a response which led to nothing. Our complaint is as follows, we sold our house in Sept. 2011, we sold it thru ******** ******* ********,which we hired at the time, Sun Trust Mortgage was paid in full from the sale of this house, they reported us to the ****** ****** as a Forecloure Property as if we owe them money, when they were totally paid in full from the proceedings of this sale.We have wrote letters, no response, what a terrible Bank!!! I don't know why they are doing this to us! we can't get any credit or even re financing another house that we have because they have reported us in such malice ways.Please help us clear our names. Thank You,*** *** ****** *****

Desired Settlement: We just want the correct information on the 3 credit bureau's SUN TRUST MORTGAGE, was paid in full by us. Not a FORECLOURE PROPERTY.

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 January 16, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Customer declined to provide a signed authorization form in order for Suntrust to share the response.

1/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In March of 2012, I filed for bankruptcy and included my acct ********* through Suntrust in the bankruptcy - the amount was a little under five hundred dollars. This evening, I attempted to open up an account through my credit union, Ascend, and I was declined through ********* because of a "charged off" debt through Suntrust. I contacted Suntrust, and during the hour that I was on the phone, no one could properly resolve my issue or explain to me why - even though it was CONFIRMED with the *** on the phone - that my Chapter 7 was indeed in their notes, why they had erroneously reported my debt as a charge off, and that I owed them the money.

Desired Settlement: I want Suntrust to send a letter with an apology and assurance that the issue has been resolved. Additionally, I want the letter to include the conversation regarding the contact in which they need to make with ********* correcting the error and - AGAIN - assurance that this issue has been resolved. I also want a letter sent to the ****** ****** ** **** ******* ** ** ****** explaining that Suntrust reported an erroneous charge-off due to a billing error in their part, and that I am approved to o

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

Thank you for forwarding to SunTrust the correspondence you received from ***********.

We sent a letter to ******* today to inform her of the steps we took to resolve her account issue. Therefore, we are closing our file for BBB case *********.

*******, if you should have any questions about our response to *******, please feel free to call *********, a manager of Executive Services at ************ He will be glad to speak to you.

Sincerely,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Customer declined to provide a signed authorization form in order for SunTrust to share the response.

1/4/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 11/14/12 I was alerted that a 30 days past due payment was posted on all 3 credit bureaus for Suntrust. My wife called Suntrust to explain that we live in NJ in the disaster area from Hurricane Sandy, and because we lost power and everything was shut down we were unable to make the payment before the end of Oct. ******* We do not live on the property located in NY - we have had to rent it out since we bought it because of the market crash in 2008. A credit dispute case was opened and my wife was advised that we are located in the**** area and it is on the list so it should be no problem to remove the mark because not all of the accounts were able to be flagged before 11/1. They told her it would take about 10 days internally to resolve, though no later than 12/14. On 12/11 my wife called back to check the status and was told the case was resolved and Suntrust was reporting correctly that the payment was 30 days late. She again explained that we had no access to our home and the banks were shut down without power. The agent she spoke to that day said she would have a Supervisor look into it and get back to her but to call back to check on it. My wife called today and spoke to an agent who kept referring to a letter of denial which we received today 12/17 and did not see any record of a request to reopen the case. My wife asked for a supervisor and was transferred. The Supervisor told my wife that the **** list only covers where the property is located, not where the homeowner lives. She again explained we have never lived on the property, that we were in a disaster area and had no physical way of making the payment. The Supervisor again told her it doesn't matter where the homeowner lives and they don't go into every account and look that up. My wife was clear that when she opened the dispute on 11/14 that we live in NJ and was advised by the agent that it appears on the list. All of the agents had conflicting info and Suntrust refuses to reconsider or assist. Contact for additional info pls

Desired Settlement: To reverse the negative score with the credit bureaus.

Business Response: Dear *******

This letter is in response to the correspondence we received from The Better Busness Bureau Serving Central Virginia, INC.regarding the credit reporting of the above referenced loan. We appreciate the opportunity to respond to this matter.

Our records show that we received your October 2012 payment on November 6, 2012 We 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 revealed that our reporting to the credit bureaus has been accurate; therefore, it cannot be changed.

*** ******** if you have any other questions regarding your loan, please do not hesitate to contact our Client Services Department at ************ Monday through Friday from 8am to 8pm and Saturday from 9am to 3pm 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.

Good morning. It appears everyone at SunTrust is overlooking the issue as to WHY the payment was received after the end of October. As my wife Arlene explained to several representatives, we were in a situation due to Hurricane Sandi that prohibited us from paying before the 30-day period. We had a 6 day power outage in Bergen County, NJ where we reside. The fact the hurricane had no effects on Rome, NY is irrelevant. We do not live there; we do not conduct banking there. The power outage began before month's end, and I had all intentions of performing a Speed-Pay on Oct. 30th. Yes, we may pay late often due to the timing of our paychecks and other bills, but I always pay my bill before month's end. In my opinion, the reporting to the credit bureaus is inaccurate! The other issue is we were informed by several representatives that our effected was flagged as a **** disaster area, and that the negative mark would be taken care of properly. Your reps misinformed us. 

I will also be submitting this issue to my state senator and Governor to expose how SunTrust Mortgage conducts business in the State of New Jersey.

Regards,

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


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/3/2013 Problems with Product/Service | Complaint Details Unavailable
12/28/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 11/13/12 I called SunTrust Mortgage to let them know that we realized that our house payment was late and that we were mailing the October payment 11/16/12 and that we would mail the November payment a few weeks after that and December would be by the end of December. The lady I spoke with tried her hardest to get me to set both October and November up for automatic withdrawal from our checking by 11/25/12. I told her we were unable to do that and she said that it was okay if it bounced, I could then call back and set up a payment plan to repay. I was very disturbed at the sleazy tactics, but not surprised at all. I mailed our October payment as I said I would including the late fee. Then, just when I thought that SunTrust could not become more nasty than they already are, a guy shows up at our house with a letter from SunTrust that SunTrust needs me to contact them.....ON THANKSGIVING DAY WHILE WE HAD FAMILY OVER FOR DINNER....A GUY WALKS UP POUNDING ON OUR FRONT DOOR AND HANDS US A LETTER. I am still in disbelief that that is legal or morally correct. Seriously, I just spoke with them 9 days prior and if they needed to speak with me so desperately that they had someone show up at our home on Thanksgiving Day while we had family over....they have our phone number and not once did they call. How long can they continue with their unethical tactics? I hope someone I contact can stop them and hold them accountable.

Desired Settlement: I want them to realize how they have caused financial stress on our family. I am sure that we have to pay for their sleazy delivery on Thanksgiving Day...collection fees or something. What would resolve this for us, would be if they could or would refund us all of the heinous fees that they have charged us over the years.

Business Response: Please see attached. 

December 14, 2012

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

Re: SunTrust Mortgage Loan **********

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

This letter is in response to correspondence we received from the Better Business Bureau Serving Central Virginia, Inc. (BBB) regarding the telephone conversation you had with a SunTrust representative and the property inspection that was performed on your property. We appreciate the opportunity to respond to these matters.

We reviewed the November 13, 2012 call between *** ******** and a SunTrust representative regarding your payments. At that time, your loan was past due for the October 1 and November 1, 2012 payments. During this call, *** ******** indicated that you would be submitting one payment within a few days and the other payment by the end of the month. The representative recommended that you call us on the day you were submitting a payment to discuss a repayment plan and to use the payment towards that plan. At no time during this conversation did the representative state that it was acceptable to bounce a check as indicated in your correspondence to the BBB.

Our records show that we sent a field inspector to your property to perform a property inspection on November 23, 2012. When a loan becomes 30 or more days delinquent, we may order a property inspection to determine whether the property is occupied and being maintained. The cost of the property inspection is assessed to the loan. The inspection was performed in accordance to the loan documents you signed at loan closing.

We received a payment of $1,019.45 on November 23, 2012, and applied it to your loan as the October 1, 212 payment. On December 12, 2012, we received two payments for $981.52 each and applied them to your loan as the November and December 2012 payments.

**. and **** ********, if you have any other questions regarding your loan, please contact your Home Preservation Client Representative (**** ******) at **********, Monday through Friday from 8 a.m. to 10 p.m. ET. She will be glad to assist you.

Sincerely,

***** *****
Officer
Executive Services

Enclosures: State and Federal Disclosures STMHB

Copy to: Better Business Bureau Serving Central Virginia, Inc. 

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 .

THANKSGIVING DAY during our family dinner you send someone to our home. And I would love to hear the recorded phone call because I know what I heard. I will be contacting the state attorney general and any and every one else that wants to hear my complaint. ]

Regards,

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


 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/20/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filed an emergency hearing for my foreclosure and asked that Sun Trust Mortgage produce me documents of my mortgage. Ms ******* ****** Officer Executive Services with Sun Trust Mortgage informed me that they do not have to produce all the documents that I requested. I am now sending her a letter and documents that document my case as to their negligence of my loan. This is the letter that I am sending to her " If, you will review my closing documents you will see that I had an amortization schedule of my payments. A year later Sun Trust informed me that they made a mistake on my property taxes. The taxes were calculated on the land and not on the house. I was forced to make up this negative escrow mistake. I tried to do this, but fell behind in my payments. Sun Trust supervisors said that they could not assist me any further. I then went into foreclosure. President Obama signed a law to help homeowners with modifications of their loans. I contacted you countless time without success. I then had to hire an agency to do this CITIS. We entered into an agreement that was to be for 6 months and then the payments would become permanent. You continued to delay the closing. Then about a years time you said, you could not close until the outstanding balance on the HOA was up to date. This delinquent status was reported to you when I filed for my modification. Then you foreclosed on my home. I do not know what I am left to do now. I invested $40,000.00 and my savings into this home, because I believed in the American dream. But, Sun Trust has made my dream a nightmare. I ask you once again to check over my paperwork to see who made the mistake and make them pay not me. Please, help me believe again that right is right and wrong is wrong. Sincerely, ******* ** ********"

Desired Settlement: To honor our original agreement and to remove all financial ruin that they have caused to me.

Business Response: Dear Mr. ****: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 December 11, 2012 response to the client. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.Thank you for contacting SunTrust.Sincerely,***** ** ***** OfficerExecutive Services

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Customer declined to provide a signed authorization form in order for SunTrust to share the response.

12/12/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We had our home up for short sale. During which time we had 2 appraisals done, at the banks cost, that belong to the bank. In April we received an offer that the bank turned down. We then decided to try a loan modification, beginning in July, hoping to remain in the home. After Suntrust Mortgage lost our paperwork 4 times and not hearing from them, we decided to refinance with another company, beginning in October. We are now trying to close the refinance but Suntrust is charging us $1295 in 'recoverable fees'. The first time I contacted them about the fees I was told they were the appraisal fees from the short sale. Those are not my fees to incur, they are the bank's appraisals and their fees to incur. The second time Suntrust was contacted to remove the fees, my realtor was told they were standard interest fees. Interest fees do not show up on the payoff sheet as 'recoverable fees'. The third time they were contacted to remove the fees, my realtor was told they were appraisal fees from the loan modification. Two problems: the dates of the appraisals are during the short sale period, and I never had an appraisal during the loan modification process, or lack of process. These fees are stopping me from closing on my refinance, costing me $450/month. They need to be removed asap.

Desired Settlement: I would like the $1295 in recoverable fees removed from my payoff balance.

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 were unable to provide you our response to the client dated December 4, 2012. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contactins SunTrust,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Customer declined to provide a signed authorization form in order for SunTrust to share the response.

12/11/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a short sale on going with Suntrust since May. My complaint is simple. You are in business so conduct business. I have had to send them the same paper work 3 different times(and when I say paper work I mean all the paper work needed for the sale). More times than I can count I have had to give paycheck stubs and bank account statements. At one point Suntrust said we had to start all over again because we were out of contract. We don't know why. We had everything signed, all court papers, deed, etc. all turned in. We have called and emailed many times. I personally have left many messages and have had no conversation we them. My realtor called the supervisor in charge and they don't seem to care. They said "We have tried to call you but you don't answer."My realtor was calling everyday when they said we were unreachable.I have given them my cell number and email but they don't use them,(they have left a message on my home phone, which I asked them not to do and please call me on cell phone. which they never have done). How are they accountable for not doing their job. They ask for things from us and we give it. How hard is it to keep our file together so we don't have to keep redoing the same papers.Why is it ok to do business this way. I could understand if they explained they where over whelmed or ran in to some problems etc. But to have no reason and have a lack of concern for our time and energy.My realtor has spent way too many hours on this and I don't blame him for wanting to back out of this deal. But why should I loose this great realtor because of these people.Also why should he loose out on his earning a living because of their miss management of this deal.I don't even know if there is anything to be done but I just have to try.Thank you

Desired Settlement: Finish paper work NOW not in Jan. 2013, (when it was supposed to be Aug. 2012.)I would like ****** ****** ************ ext. *****To account for what has been going on to someone in their business that can help this from happening again.Also an apology to my realtor for driving him crazy.Thank you

Business Response: Please see attached.


Thank you!

October 26, 2012

Better Business Bureau Serving Central Virginia, Inc.
Attn: ******* *******
*** ********** **** **** **** ***
********* ** *****

Re: ***** ********
      **** *******

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 October 26, 2012. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

 Thank you for contacting SunTrust.

Sincerely,
***** ******
Officer
Executive Services

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/10/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was contacted by Suntrust Mortgate(my current mortgage co.) in July 2012 and was told that I qualify for an unconventional uninsured re-finance. J*** *******, explained that I would only be due out of pocket $112.50 for the application fee and credit check. He then told me, based on my credit score and approval, it would only cost about $1800 in closing costs and title insurance, etc. I agreed to this. The paperwork was received in the mail 2 days later, I signed and sent it back with the required attachments. Because I live in a condo there was extra steps that had to be taken, but after 4 weeks of hearing nothing I had to inquire and take these extra steps myself.I then had to continue to have weekly contact with someone to move this process along. After 5 months, I finally was given a closing date of 11/16/12. I was told that someone would call to go over the rates with me just before the closing. On 11/15/12 I had yet to hear from anyone. I called and was told the amount that was being financed, which was the estimated amount 5 months ago, prior to making 5 mortgage payments, and paying **** ***** from my escrow.I spent several hours on the phone with various loan people, being transferred from one department to another, getting the run around. After several hours I was told that they would be issuing me a courtesy refund of $500 but cannot do it until the closing is done. I was also told that the county taxes they were paying (Which was $90 more than last years) was the correct amount, and they called to confirm.I called the County today to verify my taxes and they in fact have the wrong amount by $62. The County Sherriff's stated that any overages paid to them goes back to the bank and is up to them to credit me.I have been overcharged in my closing by $600 from what was explained to me when this process started, I have had to pay $1000 in title insurance when I have a clean title certificate from my home purchase 10 years ago, and now I'm being overcharged for my taxes.

Desired Settlement: I want Suntrust to take a look at their re-finance processes, what they say and promise to their customers.I was told that this would lower my interest rate and mortgage by $50 and pay it off one year early; however this is only going to be $22 a month less and pay off 4 months early from my previous mortgage. Before this process I owed $61063.00 and now I owe $63,925. That is not an $1800 difference like I was told, that is a $2862 difference. I expect to have my hard earned money refunded.

Business Response: Please see attached.


December 3, 2012

Better Business Bureau Serving Central Virginia, Inc.
***** ******* ******* *** ********** **** **** **** ***
********* ** *****

Re: ********* ********
      Case *******

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 3, 2012. Upon receipt of the singed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,
***** *****
*******
Executive Services


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/10/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Since the beginning of my loan relationship with Suntrust Mortgage in April of 2012 I have had repeated problems with posting of my loan payments. The lastest incident with the November 2012 payment started when I mailed the payment on October 24, 2012 and it took until November 7, 2012 for the company to process it. Keep in mind that all the other bills I sent out that same day were processed within a week. I called the company on november 6, 2012 and they seemed to have no idea where the payment was and said "we process all payments immediately upon receipt", so in order to avoid late fees I express mailed another payment on the morning of November 7,2012 (As the payment had not been posted yet)to the company address that was specifically for express/overnight mail. An attempt was made on NOvember 9, 2012 to deliver the letter but there was "No authorized recipient available" according to the ****, which is odd considering the address where it was sent was specifically for items requiring signatures so one would think that there would always be someone there who could sign for things. So, finally the letter was deliverd and signed for on November 13, 2012 and as of November 19, 2012 the other check which would now be the December 2012 payment has still not been processed. As I said before this has gone on basically every month that I have had a loan with this company. It is beginning to seem that they are trying to destroy my excellent credit by showing slow payments on this account.

Desired Settlement: I would like them to process my payment the day they receive it not when they get around to it.

Business Response: Please see attached.

Better Business Bureau Serving Central Virginia, Inc.
Attn: ******* *******
*** ********** **** **** **** ***
********* ** *****

Re: **** *****
      **** *******

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 30, 2012. 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,

***** *****
*******
Executive Services


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/10/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Since December of 2011, I have been in CONSTANT contact with SunTrust Mortgage and my point-of-contacts about my financial troubles and what needed to be done as far as paperwork for any type of help/forbearance I could get. My first POC, **** *., NEVER returned my phone calls, therefore I fell farther and farther behind because NOBODY would help me! So by then it was too late to get any funding from ******** **, etc. FINALLY, for July, August and Sept I did receive a forbearance, where I paid a portion of the normal. However, it still counts against me. So at the end of the forbearance, i call again and ask what is next step, what do I pay and I was told send in more paperwork. I did all that and sent it in on Oct. 4, 2012. My POC (now *******) said to call every two weeks to check up, which I have done. She calls me today and acts like I haven't done ANYTHING--saying you're facing foreclosure because you haven't paid in 11 months. First, I said that I paid a full payment on 10/17/12. "Oh." she said, "but that pays for last December. You're still 11 months behind." Okaaay. So how did the forbearance even help?! And shouldn't there be NOTES from all the times we talked. PLUS, her and I had a couple of discussion about the paperwork I had sent in on 10/4/12 and for her to not even know we did blows my mind!! This has been ridiculous!!

Desired Settlement: I want SunTrust Mortgage to actually look at their records and REALIZE that I have called so many times to genuinely try to work something out and that repeatedly they DID NOT do what they could to try and work with me. I got behind because of my health/work situation. I know that. But all along I have been trying to figure something out with them to prevent it from getting any worse. At one point, they wouldn't even let me make a month's payment!! This needs to resolved QUICKLY!!

Business Response: Please see attached. 

November 29, 2012

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

Re: Suntrust Mortgage Loan **********

Dear ***** and ***** *******:

This letter is in response to correspondence we received from the Better Business Bureau Serving Central Virginia, Inc. regarding loss mitigation assistance in June 2012, and determined that your income would not support a loan-modification. We offered you a three-moth escrow only forbearance plan, effective for the months of July, August, and September 2012, to allow you time to increase your income or decrease your living expenses.

On November 26, 2012, we received a financial package from you. However, the package is missing a paystub for ***** *******. ****** ***** of our Client Resolution Team left a voice message requesting the missing paystub and your updated monthly expenses. She spoke with *** ***** ******* on November 27, 2012 and updated the monthly expenses. Once *** ***** receives the paystub, she will review your loan for any loss mitigation assistance options that may be available. *** ***** will contact you if any additional information is needed, as well as once a decision has been made regarding loss mitigation eligibility. If you have any questions regarding the review, please contact *** ***** at **********.

***** *** ***** *******, if you have any other questions regarding your loan, please do not hesitate to contact your Home Preservation Client Representative (******* ********) at **********. Monday through Friday from 8 a.m. to 6 p.m. ET.

Sincerely,
***** *****
*******
Executive Services

Enclosures: State and Federal Disclosures STMHB

Copy to: Better Business Bureau Serving Central Virginia, Inc. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/5/2012 Problems with Product/Service
12/5/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Several months ago my husband and I discovered serious discrepancies on our credit reports involving SunTrust Mortgage. Our home foreclosed and sold May 10, 2010. SunTrust bought the house from the Trustee. Depending on which credit bureau and whos report (mine or my husbands) the home after 2 years of showing it was foreclosed is now showing it is an open account, in foreclosure proceedings and owing the full mortgage amount. I have made MANY phone calls to SunTrust Mortgage and got the run around each time I called. I've spoken with Customer Service, Credit Disputes, Foreclosure Dept, Home Preservation Dept and Escalation Dept. They have all tried to pawn me off on another dept or the line was "disconnected". Depending on which department I talk to and what day, I'm told yes the house was foreclosed on May 10,2010, no the house is carrying an open account, the paperwork isn't complete so its not in the computer system yet etc. Then I was told it foreclosed Sept 2012 because that's when they rec'd their last payment. I asked how this was possible since they bought the house themselves and why would it take them over 2 years to pay themselves. They had no answer. I faxed and mailed them Recorder of Deeds Certificate proving it was foreclosed and sold to them. Called today and they say they don't have it. Now I'm told Office of the President has a dispute and they're calling it "foreclosed" as of May 10, 2010 but leaving the balance on the account! They say I still owe the money and the balance will remain on the account until paid because contract was signed. I told them contract was broken, house was foreclosed, date of foreclosure s/b May 10, 2010 with ZERO amount due. They refuse to fix the issue. Hiring a legal team to help us clean up our credit several months ago definitely stirred up a hornets nest with SunTrust because we had our credit run again and they haven't changed a thing. They continue to report us incorrectly and we believe they are doing it knowingly.

Desired Settlement: We ask SunTrust Mortgage fix their "mistake" and report to all 3 credit bureaus that our home FORECLOSED ON MAY 10, 2010 and ZERO BALANCE DUE. We would also like for them to make sure our credit scores are brought back up to where they should be had they not reported us incorrectly. We would like a letter stating foreclosure date with zero balance due as well as a letter stating they will continue to report this account FORECLOSED ON MAY 10, 2010 ZERO BALANCE DUE until it falls off in 2017.

Business Response: Please see attached.


Thank you!

October 26, 2012

Better Business Bureau Serving Central Virginia, Inc.
******* *******
*** ********** **** **** ***** *** ********* ** *****

Re: **** ** ********
      Case *******

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 23, 2012. 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,

*********** *****
*******
Executive Services

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,

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


 We received a letter from SunTrust Mortgage in the mail stating they would change our status to Foreclosed as of May 10, 2010 but that the mortgage balance on the house would remain due.  This is unacceptable due to the fact that we no longer own the house, it was foreclosed therefore contract was broken.  The balance due should then be ZERO.

The second reason we do not accept their offer is the Third Party Authorization Form they want us to fill out in order for us to continue our complaint through the BBB.  This form states "We will indemnify and hold SunTrust Mortgage, Inc and its directors, officers and employees harmless from any and all liabilities and costs, including attorney's fees, which may be incurred by relying upon this authorization".   Signing something like this makes us VERY uncomfortable due to the fact that we DO in fact find SunTrust and their employees, directors and officers responsible for the predicament we are in.  We feel they are responsible and liable because we believe they knowingly reported us incorrectly through the credit bureaus, and if that isn't the case then they are certainly incompetent bunglers.  All we have asked for since finding their "mistake" a few months ago is that they fix it and all we get is the run around, jumping through hoops and any other thing SunTrust can come up with in order to stall fixing their "mistake".

So no, we do not accept their offer.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

BBB Comments: The complaint was closed as he consumer declined to provide a signed authorization form. 

12/5/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband and I started the HAMP modification process almost a year ago. SunTrust Mortgage has deliberately engaged in stall tactics while aggressively pursuing foreclosure on our home. We have since learned that this is widespread and institutionalized. We have yet to get an answer as to the modification despite submitting numerous duplicative paperwork. SunTrust is engaging in pervasive dishonest business practices resulting in the pending forclosure of many homes while homeowners act in good faith believeing that they will be helped. Lawsuits have been filed against them in several juridictions as a result.

Desired Settlement: I would like our modification application to be approved immediately. We have waited long enough and I do not intend to wait until a notice of Sherrif's sale arrives before we get an answer.

Business Response: Please see attached. 

November 5, 2012

Better Business Bureau Serving Central Virginia, Inc.
Attn: ******* *******
*** ********** **** **** **** *** ********* ** *****

Re: ******* *******
       Case *******

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 5, 2012. 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,

***** *****
*******
Executive Services

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 claims that they do not have consent to share their actions regarding my complaint with the BBB.  I am happy to provide consent for SunTrust to reveal any offer made to resolve this complaint. No one has requested it. As of now the issue is NOT resolved as I do not yet have an answer (positive or negative) to the modification requested many months ago but there has been someone assigned who is supposed to be working to provide a speedy resolution. 

 

Regards,

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


 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/3/2012 Problems with Product/Service
11/28/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On the weekend of August 10th 2012 I was referred to ****** ***** (Senior Loan Officer at SunTrust) by my realtor ***** ** whom I will refer to in this email as Loan Officer. I contacted the Loan Officer in regards to a home loan I was looking for to purchase the current home Im residing in and which I financed through him. The Loan Officer quoted me with an interest rate of 3.3.75 and .09 points on a 30 yr conventional loan with a 45 day rate lock.On August 12th I asked the Loan Officer to lock me in a he did. The lock in was valid through the 26th of September.On September 11th 2012, approximately 30 days into my lock in period and 15 days from my contract closing date the Loan Officer contacted me stating that there was a dispute in the comments section on one of my credit records for a verizon account that needed to be cleared for the underwriter to give final approval of the loan. The Loan Officer stated that he did not foresee any issues with this affecting my closing date of the loan. He also stated that he would craft a letter for me to submit to the credit agency and that it would take 3-5 business days to have the credit agency process the change.On September 17th I received an email from the Loan Officer stating that the loan had been approved but to clear to close they were awaiting a credit supplement and that he expected we would be fine to close by the 25th of September and possibly by the 21st since as he was aware of, I was trying to close within 30 days.On September the 20th five days from the contingent contract closing date of the 25th I receive another email from the Loan Officer stating that the good news was that we should be ok to close by the 25th but that because of the required credit agency record update to clear the dispute from a comment for the verizon account my mid score had dropped from 724 to 717 and that there would be an adjustment of .5 points required that could be built into the loan or paid up front.I was in shock since I had a contract with clauses which could potentially jeopardize a $5000.00 earnest money deposit and I had a new born in hand with a mom that were completely emotionally vested in moving into this dream house we had found.He stated in an email that he was the messenger. Which from my perspective the Loan Officer was implying that there was nothing he could have done about it.At the time I did not want to lose the house or risk my earnest money deposit and opted to just pay the extra $2070.00 upfront to be able to go to closing.From my point of view this should have been communicated within a very short time period maybe one week after applying for the loan when my credit report came back with potential consequences to the loan terms and not until the last minute when it was impossible for me to seek any other alternatives. The Loan Officer or SunTrust should have honored their original terms instead of changing them last minute and charging me an extra $2070.00 for something the Loan Officer over saw when providing his GFE.

Desired Settlement: Refund for the $2070.00 added one within 5 days from my closing date.

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.

They stated in the letter they posted on your website that they have sent a response to my address. I was concerned that I would not recieve the response in the allowable 7 day time frame to take action on your website so I decided to call them directly to find out what the offer was.

I talked to **** and she conveyed that the bank stands by their business decision and that the extra cost due to my credit score drop is still my responsibility and that there will be no offer to address my complaint. 

As of yet I have not received the letter they sent.

Regards,

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


 

 

Business Response: November 14, 2012*********** *********** ***** ************* ** *****Re: SunTrust Mortgage Loan **********Dear Mr. *******:This letter is in response to your correspondence we received from the Better Business Bureau Serving Central Virginia, Inc. regarding the above referenced loan. We appreciate the opportunity to research and respond to the pricing change that occurred before your loan closing.Your credit report showed a disputed item with another company. In accordance with investor guidelines, we will not close a loan when there is a disputed item on a credit report. Therefore, in order to close your loan, we requested that you provide us a letter stating that you were no longer disputing this item, which we submitted to the credit reporting agencies. However, when the credit agencies removed the disputed item notation from your credit history, your credit score dropped from 724 to 717. This resulted in a price increase on your loan by .50% or $2,070. The pricing change was necessary to close your loan within the investor’s guidelines. We apologize that the disputed item was not brought to your attention earlier in the process. We are unable to comply with your request for a refund of the $2,070.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 **** ******* *** ******** ********** 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. We provide comprehensive training to our employees and we perform ongoing monitoring to ensure compliance with ******** ********** Laws and Regulations.Every SunTrust employee is responsible for ensuring adherence to **** ******* *** ******** ********** 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.Mr. *******, if you have any questions regarding the servicing of your loan, please do not hesitate to contact our Client Services Department at ************, Monday through Friday from 8am to 8pm and Saturday from 9am to 3pm ET. A representative will be glad to assist you.Sincerely, ***** *****OfficerExecutive Services

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

11/28/2012 Billing/Collection Issues
11/27/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Prepaid mortgage Insurance at closing of $2179.50. Plus PMI charges monthly for a loan #********** (also refered as ******). PMI was supposed to stop when 80% of loan was paid. This was based on letters received by ***** ** ********* an Account Administrator working for SunTrust. Also said by my Lawyer **** ******** at closing. Corroborated by ANOTHER Sun Trust employee that works In the Loan Department ***** *****, a mortgage consultant that handled my re-financing, these are employees of SunTrust and well versed in the handling of Mortgage Loans, that is what they do everyday. He told me that he didn't know why the PMI had not been stopped. The 80% ratio was reached in 1996. I also received a letter from **** ****** in which he refused to recognized that SunTrust owes me a refund. My request is based on the information I received at closing and information provided by loan knowledgeable people that work for Suntrust mortgage Department.

Desired Settlement: I want all the money that has been charged to me for PMI since 1996 when the loan was 80% paid. If I gave a PMI advanced at closing of $2179.50 why did they still charge me monthly payments? An *** disclosure provided by SunTrust says the same thing, quote: "your MIP payments will eventually no longer be required,. All pertinent documentation has been sent to SunTrust.

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 November 15, 2012. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust

*****************
Executive Services.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Customer declined to provide a signed authorization form in order for SunTrust to share the response.

11/26/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 2 years ago while my dad was in hospice care i had extra expenses and was late 2 month on my mortgage when i called to get a repayment plan they said every workout had to go to loss mitigation department, I will hear back in 30 days i sent all my info 6 months later i get a call that i don qualify because ive been modified before. What? i asked for repayment now after months yes its going to be modification because im too many months late. Lets not mentioned that ive called every 2 weeks since then and it always showed under review. Today 25 months later i get another letter saying again ive been modify, and im denied that house will proceed to foreclosure. There is something really wrong here when they ask for your updated documents every month and tell you no. Well im fighting for my house After 2o year in the military i retired and came back to California ive stayed in my home wich i bought for 467000 now its only worth 250000 and took care of it and im raising my kids here. I need help and this company has truly broken my homeownership dream. It seems i am not the only unhappy client with them. I even paid somebody to help me and have lost my money. This is not fair all im asking is to keep paying my house that i bought in 2006 for 4670000 not even asking for reduction. PLEASE HELP

Desired Settlement: I want a real modification and a new payment starting now. I need them to consider the fact that i am 1 of the 12 homeowners that stayed in my community after suntrust have bought 72 loans and around 50 have foreclosed. I need real help. I served my country and expect respect and compassion.Again ive been waiting for a modification for 2 years all i need its a real solution to keep my home

Business Response: SunTrust has responded directly to the client.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/26/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have cancelled and rescheduled my mortgage payment 3 times on Suntrusts website's ePay option. Each time, my bank has been charged twice in each month. Once for the cancelled payment and 2nd for the rescheduled payment. This has caused me 3 overdraft fees with my bank ($27 x 3 = $81), $180 in returned check fees with Suntrust for a total of $261. I have contacted them and they told me it was my error. This month I made sure I did everything correctly and even sent my payment via certified check, overnight to Suntrust. They still tried to pull it out of my checking acct. My family has been thru **** this year with medical issues and this is just adding to our stress level. I can't seem to get past a month without any issues from suntrust. I have been a happy, loyal custumer up until now.

Desired Settlement: I would like my fees from both Suntrust and our bank returned and their company to look into why this keeps happening. Paying online is a great option for me....when it works correctly.

Business Response: Please see attached.


Thank you. 

November 14, 2012

Better Business Bureau Serving Central Virginia, Inc.
Attn: ******* *******
*** ********** **** **** **** ***
********* ** *****

Re: ******* ****
      **** *******

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, 2012. 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,

***** *****
*******
Executive Services

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/16/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company has called 5 times today, the collection department, and payment has already been posted to my account. I even had someone earlier confirm payment was applied and I have a printout showing it has been applied. I have never, ever paid our mortgage after the 15th, for 12 years. This company calls and calls and calls, beginning the morning of the 2nd of the month. I know they can "legally" do this, but their tactics are borderline harassing. They use automated systems that call from a 1-800 number (no ID on what company is calling) and ask you to press buttons to continue the call (it has been on the news NEVER to do this, due to scams). If you don't press anything, they say to call back with a message code. The message code has worked 10% of the time for us. If an actual person calls, again, it is from a random 1-800 number and before they will even talk to you, they ask all kinds of personal information before they will even tell you why they are calling. I will NOT provide personal information to anyone calling from a random 1-800 number. It is impossible to even communicate with this company, as everything is automated, or they call our house asking to verify identity. Several times a day this happens. We have tried to communicate with them unsuccessfully. Not only are they calling me AFTER my payment has been applied to my account, but their tactics are unprofessional and discourteous. We have excellent credit and always pay our bills, but they treat us like deadbeats who don't pay.

Desired Settlement: I have had several mortgage companies throughout the years and always paid on the 15th. I have never been harassed like this, nor had to deal with a "computer system" that works like this. Their system does not allow for proper communication between customer and company. I would like them to STOP harassing me and change their approach so that customers can communicate with them without wondering if they are being contacted by con artists from a 1-800 number.

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

This is in response to correspondence we received from the Better Business Bureau Serving Central Virginia, INC regarding the telephone calls you received concerning the above referenced loan. We appreciate the opportunity to respond to your inquiry.

In accordance with the transaction documents you signed at loan closing, your payment is due on the first day of each month. If we do not receive your full payment by the end of 15 calender days after the date it is due, we will assess a late charge to your loan. According to investor guidelines, we may begin making courtesy calls on the second day of the month if a payment is not received by the first of the month. We may continually attempt to contact you until we receive your contractual monthly payment. If we are able to reach you by telephone, we will ask you for identifying information to make sure that we don't provide unauthorized person information regarding your account.

We received your payment that was due on October 1, 2012, on October 17, 2012 and posted it to your account. However, we were unable to stop the reminder calls to you that same day. We apologize for any inconvenience the reminder calls may have caused.

On October 5,2012 we offered ******* *automatic payment Service) as a way to prevent the reminder calls. You indicated that you weren't interested in signing up for this program. If you find that you are interested in this program, the service deducts your mortgage payment from your checking or savings account on the date of your choice through the fifteenth of the month. The ******* authorization form is located on the back of your monthly billing statement or you can visit our web site at *********************

It is SunTrust's policy to offer and extend it's 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 and responsible banking and consumer protection laws. SunTrust is committed to fairly representing it's 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 accurate : and listen to our clients expressed needs. We provide comprehensive training to our employees and we perform ongoing monitoring to ensure compliance with consumer protection laws and regulations.

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

*** * **** ****** we value your business, If you have any other questions regarding your loan, please do not hesitate to contact our Client Services Department at************ Monday through Friday from 8am to 8pm and Saturday from 9am to 3pm ET

Sincerely,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/15/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Suntrust erroneously claimed that our homeowners insurance expired on 04/09/12 and implemented an escrow account and is erroneously charging us for lender placed insurance. Our insurance policy has always had an effective date of 04/19 and has been renewed every year. We have provided proof of coverage for the period of 04/19/11 through 04/19/12 as requesed by Suntrust yet they still refuse to cancel the lender provided insurance and reverse the erroneous charges. We have spent the last 5 months trying to get this issued resolved with no success.

Desired Settlement: We would like to have the erroneous charges for lender placed insurance reversed and all penalties, late fees, etc that are directly related to their erroneous billings reversed as well.

Business Response: Dear Mr. and Ms. **********:This letter is in response to correspondence we received from the Better Business Bureau Serving Central Virginia, Inc. regarding the lender placed (LP) hazard insurance policy for the above referenced loan. We appreciate the opportunity to respond to this matter.We issued the LP policy on June 25, 2012, effective April 9, 2012 through April 19, 2012. However, the policy should have been effective April 19, 2011 through April 19. 2012, as we did not have record of a valid policy for that period. On September 20, 2012, we received a copy of your insurance policy, effective April 19, 2011 through April 2012. We have updated your account accordingly, flat cancelled the LP policy with no charge to you, and removed the escrow account from your loan.Mr. Aand Mr. **********, if you have any other questions regarding your loan, please do not hesitate to contact our Client Services Department at ************, Monday through Friday from 8am to 8pm and Saturday from 9am to 3pm ET. A representative will be glad to speak with you.Sincerely,***** *****OfficerExecutive Services

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/15/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Since 2007 my loan has been with SunTrust Mortgage & Ive never been late on a payment. On 8/15/12 I contacted them to inquire about refinancing through ****. From 8/15 through now Im still trying to get this refinance complete. ***** ********* from the SunTrust office at **** ***** ***** ** *** **** ***** *********** ** ***** started the application process. I received the preliminary docs for a 30yr fixed. I told ***** I wanted to compare the 30yr with a 15yr, but she said once she hit the submit button on the application she was locked out. Ive struggled with ***** being my main contact, but not being able to access my file. 9/13 ***** ******** emailed that she was the processor. ***** called 10/17 to tell me that ***** was no longer handling my file & someone else was assigned the file but was on medical leave. ***** said shes going to call a supervisor & find out the status. I asked for the supervisors name & #. ***** said the supervisors dont like when their info is given. I was livid that now I had no name of who was handling my file & was denied the contact info. She calls back & said there was an issue with the employment verification. I sent her the same info I sent ***** on 9/26. I sent ***** the same info I sent *****. 10/18 ***** requests that I provide a letter from my supervisor stating my employment location, I send it 10/19. 10/22 ***** emails my closing date & time (10/26 at 4pm). A hour before my closing appt the law office calls, SunTrust hasnt sent the closing package & the closing officer (******* *****) couldnt give an estimated time of when it would be ready. ***** has no idea why it wasnt sent. She calls at 4pm & the package should be sent shortly, no time given. I asked closing Monday 10/29 instead. She encourages me to close today. The law office calls at 4:45pm & theyve talked to SunTrust & the package still wasnt ready, so its best to move closing to 10/29. Interim interest rate will change, closing cost increase,& interest credit not allowed.

Desired Settlement: I believe I deserve an apology from Headquaters. I would like to know that something is being done to provide better communication between the borrower and lender. A point of contact who can actually access the file should be available to the borrower. Given the unprofessionalism I received throughout this process (that has yet to be complete), I deserve compensation in some form. I'm very curious as to how long it will even take for SunTrust to respond to this complaint.

Business Response: Dear Ms. ********:This letter is in response to your correspondence we received from the Better Business Bureau Serving Central Virginia, Inc. regarding the above referenced loan. We appreciate the opportunity to look into the refinancing issues raised and provide a response to you.We understand that the refinance loan process took longer than you expected, and we apologize for any inconvenience you may have experienced. As a courtesy, we will refund the processing fee of $575. You will receive a check for that amount under separate cover within the next two to three weeks.Ms. ********, when you have any questions or concerns regarding your loan, please do not hesitate to contact our Client Services Department at ************, Monday through Friday from 8am to 8pm and Saturday from 9am to 3pm ET. A representative will be glad to assist you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/15/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was persuaded by Suntrust Mortgage to work with them on my employment and income reduction concerns due to the economy, during the stressful process, I developed serious health-related issues. Suntrust Mortgage has given me extreme nervous system issue, stress from their physical and unethical demands and now another serious problem because of neglect. After I was repeatedly advised, written to, called and notified that I was in right standing for a work-out and/or modification by Suntrust Mortgage (******* ******, ****** ******* and ****** *****); I have EXACT proof they kept throwing away, losing, sitting on and neglecting my file. I was asked to supply the EXACT and new information over and over again; for a year and half, explained by them as a great candidate, but they failed to use ethical and legal practices to grant me some sort of solution. At this present time, we are now doing the same things again; and my house is in foreclosure with a sale date. They now are trying to rush through paperwork and blame me for their lapse in communication and neglect. I was given several different reasons, and now they claim my balance was off (repoted to *******)and missing documents not related to the file are an issue. I was told by ******* ****** that she can make sure I pay for reporting her, and she could make me lose my home. She did attempt to do so, and told me she threw my entire paper away. After reporting this, they gave me new contact and she too has neglected, sat on and forgot to recommend me to the specialist for review. Now my home is foreclosure because of THEIR errors, and they are asking me to do the process again for the 10th time. I was told by Suntrust Mortgage (recorded)that this is their way of weighing me down to give up. I have been hospitalized because of this issue, and now can supply documents, phone records, details and anything neccessary to support this information and their illegal practices.

Desired Settlement: I demand that Suntrust Mortgage to take me out of foreclosure, take away the sale date, FORGIVE most of the loan, fees, upside down balance (1st and 2nd loan), take me out of the looping process, and give me a balanced work-out option; as well, give me back the money I put toward the first modification, which never went through the right procedures, based on them losing my payments and legal documents. This is why we had to redo all the paperwork, which is still not done as of 7/15/2011.

Business Response: Dear *** *******:We received your correspondence from the Better Business Bureau Serving Central Virginia, Inc regarding loss mitigation assistance for the above referenced loan. This response is for informational purposes only, not for collection.We understand the loss mitigation review process has taken longer than you expected, and we regret any inconvenience this may have caused. Upon receipt of your correspondence, we escalated your file for a review of any loss mitigation assistance options that may be available for your loan. On November 2, 2012, *** ***** of our Loss Mitigation Department and *** ****** of our Collections Department spoke with you during a conference call and explained that we reviewed your loan for assistance. However, based on your financial information we received, your income will not support a loan modification and your request was in the denial process. The loan modification denial was confirmed on November 5, 2012.We received notification that you filed for bankruptcy on November 5, 2012. The foreclosure sale scheduled for November 6,2012 was cancelled. If you have any questions regarding your loan, please contact our Bankruptcy Department at ************, Monday through Friday from 8 am to 5 pm ET.

Consumer Response:

I have been hospitalized, due to stress and anxiety, proven to have occurred from Suntrust Mortgage's illegal, unethical and vicious practices. I received a letter stating that I was impatient with the modification process, which only escalated when I decided to report them to the BBB. It took over 2 years to get a response, only after numerous attempts and hostile Suntrust reps disgarded requested documents. After an attorney's review, there are several misrepresented information, unsigned and contract violations (on Suntrust's part). In addition, they have disgarded important and CONFIDENTIAL documents, produced by me to them, and turned them over to a third party; violation of contract. I have SEVERAL document, witnesses and proof to show how they are in strict FEDERAL violation of performing illegal and unethical acts against me. There efforts to foreclose on me was escalated (1 week)and in retaliation for reporting them. I have missing payments, parts of my initial contract voided and disgard, received threats from employees(voicemails and docs to prove it), and threats of escalation to forclose for reporting them(*** ****, ******* ******, ****** *****, ***** ******
     
Total review of all original loan documents; for me and BBB. Repayment of all payments made , due to illegal contract violations and infringement of rights. Total loan forgiveness and home remains with me.******* ******, employee of Suntrust, brought on charges for threats and concealing requested information;disgarding it and stating; "I will make you go into foreclosure, because I have the power." *** **** reprimanded for escalating forclosure, due to reporting her to BBB.Finacial Settelement

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

11/14/2012 Billing/Collection Issues
11/12/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We have been in the process of negotiating the terms of a short sale with SunTrust Mortgage for one year now. It is for a home purchased as a primary residence, though currently no one lives there. We recently accepted the terms of the short sale agreement that SunTrust set forth and are awaiting final approval to close on the sale of the home. Although we have never missed a mortgage payment during this process, it appears that SunTrust Mortgage has opened a separate holding account for loss mitigations. We have just found out that for the past two months, they have been applying our mortgage payments to that account. Let me be clear: they have been processing our last two mortgage payments but not applying it to our mortgage, without our knowledge of it. This has put us into default, and the first I was ever made aware of this was on a letter dated October 4, 2012, Reference **********, stating that our mortgage payment is more than 30 days past due and our loan is in default. We have tried contacting SunTrust several times this week which is when we found out about the situation, with no resolution of the issue. We have confirmation numbers showing that we have made our payments, and we have always done so online to be paid directly towards our mortgage, not anything else. I am concerned that this is a blatant attempt on the part of SunTrust Mortgage to push us into foreclosure, and I view this behavior as unacceptable, unethical, and likely illegal.

Desired Settlement: I would like application of our recent payments we have made to the actual mortgage, reversal of any damages to our credit report, removal of the loan from default, and immediate processing of the short sale terms that we have accepted from SunTrust so that this home can be sold before we lose the buyer. I do not want any of the above to delay the short sale process any further, as we finally all agree on the terms of the sale. We are simply waiting for SunTrust Mortgage to set a closing date.

Business Response: Dear ***** **** This is in response to the correspondence we received from your office regarding the above referenced case. Because we did not receive a signed authorization form from the client, we are unable to provide you a copy of our response to the client dated November 1, 2012. 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,Mo*** ***** OfficerExecutive Services

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Customer declined to provide a signed authorization form in order for SunTrust to share the response.

11/8/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am a physician who just finished his subspecialty training and applied for physician loan from Sun trust mortgage through sun trust NC I provided all the required documents and loan officer congragulated me on my new home and went on vacation prior to my closing date. He delegated 2 other ladies to take care of my mortgage while he was gone. He told me and my realtor closing would be on the 5th of september and assured me everything was going smoothly. I paid earnest fee for the house and I hired and paid movers from ********* to go to *****,hired a painter,paid private school tuition for my 2 kids,bought furniture and a day before closing another loan officer informed me she was missing some documents.(most of these documents were already provided to and I forwarded these again from my email to this lady) My proposed closing was delayed for 2 more days and this lady called me and said my mortgage was declined because underwriter wouldn't approve it because this was secondary mortgage.(I already had a bid accepted for sale on my current home and closing was on 9/21/2012 and they knew about this) Suntrust mortgage and their reckless and carefree conduct cost me thousands of dollars as well as several weeks of missed work at hospital and a lot of grief for me and my family and realtor as well as the owner of the home who already moved out with his kids. I talked to **** ****** ** and he wrote a letter to the underwriter again only again for them to ask for some other documents to give me more run around. This left my family with nowhere to move to

Desired Settlement: approval of loan in expedited manner without further run around and excuses and without any more paperwork with letter of intent to close over the next week.

Business Response: Please see attached.

Thank you.



September 27, 2012

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

Re: SunTrust Mortgage Loan Application **********

Dear *** *****:

This letter is in response to your correspondence we received from the ******** ********* ********** ****** and the Better Business Bureau Serving Central Virginia, Inc. regarding the above referenced loan application. We appreciate the opportunity to respond to this matter.

On September 4, 2012, during the underwriting review of your loan application file, it was determined that we needed a signed employment contract from your employer and a copy of the HUD-1 Settlement Statement from the sale of your property located in *********. We contacted you that day and requested these documents.

Your loan officer (***** ******) spoke with you on September 18, 2012 and explained that we were still waiting for these documents and once received the underwriting review would continue. We received the documents on September 21, 2012 and forwarded them to our Underwriting Department.

On September 25, 2012, we reviewed the employment letter and it was requested that we have written verification of your work schedule (fifteen days on and 15 days off) from your employer. *** ****** discussed this with you on that same day and the written statement from your employer was received by email. We are currently completing the underwriting analysis of your loan application.

We understand this loan process has taken longer than expected and we appreciate your patience as we complete our review of your loan application file. *** ****** will contact you once a credit decision has been made. However if you have any additional questions, please do not hesitate to contact *** ****** at *** *** ****.

Sincerely,

***** ******
*******
Executive Services

Enclosure: State and Federal Disclosures STMHB

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,

***** *****


 Hi ** *******,

 

I just received that my complaint against suntrust was closed. I m sorry I was out of town I couldnt check my email regularly. I was not very happy with the way bank dealt with my mortgage process. I called the lady ** ***** on the phone last month when there were further delays and brushed off my complaints and told me she d get back to me which she never did. She stated in this day and age these things were normal when I told her my mortgage closing was delayed 5 times. I also stated to her I was not happy with loan officer who was irresponsible and yet she still allocated me to the same guy who messed this up in the first place.

 

I m insistent on this matter since I want to raise public awareness to their behaviour. 

I googled their Loan officer ***** ****** and there were a lot of complaints from multiple doctors stating he baited and switched their rates. I can forward you these sites if you like.

 

I was promised 100% physician loan financing with 3.75 % only for them to delay this for 6-7 weeks with delaying tactics and talked me into purchasing home with 5% down and 3.75 % rate. When I asked for 100% loan financing they said the rate is 4.3 to 4.5%.

 

I m pretty sure this guy ****** took big chunk of commission from this mishap.

 

Regards,

 

***** ******** 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/7/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This complaint is in reference to Mortgage # ********** serviced by SunTrust Mortgage. Since SunTrust Mortgage did not provide a free online method to pay in full the mortgage, I sent a Cashier Check via certified mail based on a SunTrust Mortgage pay-off statement which gave me some room for a probable delay. Mortgage was paid in full on 08/06/2012. Therefore, SunTrust Mortgage had to reimburse me $0.87. According to SunTrust Mortgage web site, the $0.87 overpaid amount was sent to an escrow account and cashed on 08/16/2012. On 08/27/2012, SunTrust Mortgage recorded a Satisfaction Mortgage Document for my property located at **** ** ***** ***** ****** ** ***** with the ********** ****** ***** ** ******. On 09/18/2012, I called SunTrust Mortgage to know why I had received no refund check and no Satisfaction Mortgage document. As per their customer service, they had already sent me the $0.87 refund check and they have up to 90 days to send me the Satisfaction Mortgage document. Few days later, SunTrust Mortgage sent me a letter in which they included a front/back copy of the $0.87 Cashed Escrow check. The back of the check had no endorsement information at all. Therefore, SunTrust Mortgage did not provide any evidence that the check was cashed, who cashed and when. On 09/28/2012, I called SunTrust Mortgage again and their representative told me that they will make an investigation of who cashed the check and when, and will provide me that information in seven business days. So far, SunTrust Mortgage has not sent the results of the promised investigation, and I have received no Escrow check and no Satisfaction Mortgage Document.

Desired Settlement: I want my Escrow Check and my Satisfaction Mortgage Document.

Business Response: Please see attached.


Thank you. 

October 29, 2012

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

Re: CFPB Case *************
BBB Case ********
SunTrust Mortgage Loan **********

Dear *** ****:

This letter is in response to your correspondence we received from the ******** ********* ********** ****** and the Better Business Bureau Serving Central Virginia, Inc. regarding the escrow refund and the lien satisfaction document for the above referenced loan. We appreciate the opportunity to respond to this matter.

Our records show that your loan was paid in full on August 6, 2012. At that time, your escrow balance was $.87. Once we received your letter requesting the $.87 we ordered a check, which you should receive within the next two weeks.

We filed the Release of Mortgage with the ********** ****** ********** on August 27, 2012. Enclosed is a copy of the recorded Release of Mortgage.

*** ***** if you have any questions regarding your loan, please do not hesitate to contact our Client Services Department at ***.***.**** Monday through Friday from 8 a.m. to 8 p.m. and Saturday from 9 a.m. to 3 p.m. ET.

Sincerely,
***** *****
*******
Executive Services

Enclosures: Including State and Federal Disclosures STMHB

Copy to: Better Business Bureau Serving Central Virginia, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/1/2012 Problems with Product/Service
10/31/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We were pre-approved for a loan and went through the application. When we requested a commitment letter, we were informed our loan product has a rule that we are not allowed to purchace a home greater than 10 Ac. We were never told this before the mortage company took our money (or elese we would've found another mortgage). At this time we contacted our Mortgage manager ******** ****** and his assistant ****, and they informed us that this is no problem and that they can easily get an exception. Then our Realtor called ********, and he assured her there were no problems. Then 10 days later we were told that we would only be approved for 10 ac. Suntrust knew the whole time the size of the property and never informed us that this could be an issue. Now that it is time to close, we are without the mortgage we intending on using and we will be out our 5k deposit, not to mention all the fees Suntrust collected. My Realtor and Myself were both lied to and decived by Suntrust. Quite ironic how untrustworthy of trust Suntrust is.

Desired Settlement: 1. Make the exception for us like you have done for so many others. 2. Tell people before they sign on, that there is a cap and you should look eleswhere if the home you are buying is over 10ac.3. Not tell clients that you can make things work when you can't. PS this is a rediculus rule. The amount of land has nothing to do with our ablity to make payments. We are hardworking americans who have perfect credit and this rule does not make scence.

Business Response: Please see attached.


Thank you. 

October 23, 2012

Better Business Bureau Serving Central Virginia, Inc.
******* *******
*** ********** **** **** **** ***
********* ** *****

Re: ******* ****
      Case *******

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 24, 2012. 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,

*********** *****
*******
Executive Services

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/29/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: At the end of 2008 I signed a loan modification with Suntrust mortgage. This was on my second mortgage. I returned the original to them and sent the first payment to them on the specified due date which was 3/1/2009. They cashed my check. I then sent the April payment to them. They returned my second payment and said they never received the loan modification back from me. My attorney sent them a letter stating that according to the modification agreement, their document, if they did not receive the forms they were required to notify me and I had ten days to return. The attorney also pointed out that by cashing my first check they were agreeing to the terms of the agreement. I have not made a payment since this time. They have sent 2 other modifications to me but I did not like the terms and would not sign them. In the mean time I have continued to make payments on my first mortgage with them but they are not reporting that to the credit bureaus. They also will not accept partial payments on my mortgage which i have been told they are required to

Desired Settlement: I would like Suntrust to honor their original contract without penalties to me and I would like them to report the payments I have been making on my first mortgage

Business Response: See Attached

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 19,2012. Upon receipt of the signed authorization form, we will gladly share our response with your office.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: Customer declined to provide a signed authorization form in order for SunTrust to share the response.

10/18/2012 Problems with Product/Service
10/18/2012 Problems with Product/Service
10/18/2012 Problems with Product/Service
10/18/2012 Problems with Product/Service
10/17/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband and I bought a condo November 2009 with a FHA mortgage thru SunTrust. In the past 3 three years we have never been late or missed a payment. In fact we pay addition principal anytime we can we now have well below the 78% LTV factor that FHA uses to determine PMI. So SunTrust said that they can refinance us to get rid of the PMI. We stared the refinance process on January 18th, 2012 and terminated it after 8 months of stress and frustration and hours of scanning and sending what SunTrust promised would be the last item on September 18th, 2012. We both have great credit, good paying jobs, no credit card debt or school debt. But below is what SunTrust did over the past 8 months.1/18 complete package submitted to SunTrust with bank statements, pay vouchers, current loan information, etc 1/29 Home appraisal completed, signed good faith estimate with bank.2/8 latest pay vouchers submitted to SunTrust2/24 we are told that the loan is still in process with FHA we inform SunTrust that we are preparing to go work overseas and like to complete the refinance before we go. Nothing is heard so we get POAs incase one of us leaves early.4/9 SunTrust wants to pull our credit again, we send new pay stubs, bank statements, etc4/13 we have t sign new HUD applications4/26 approval paperwork is requested from condo association (note we already have an FHA loan) we havent heard anything yet and now both of us are out of the country5/23 SunTrust requests new pay vouchers, bank statements, employee verification, etc5/28 our appraisal is apparently updated6/1 all documents submitted to SunTrust and we are told we should have approval by the end of the week6/15 nothing heard we inquire with SunTrust for status update6/19 we are told SunTrust needs employment verification again6/25 condo information is requested again7/1 New pay vouchers, bank statements, etc submitted to SunTrust requested a status update, no response7/18 new paperwork SunTrust claims they missed ***** form. Sent us with our SSN on it via a non secure email8/1 new pay vouchers, bank statements, etc submitted, requested status update with no response8/28 apparently our credit is run again9/12 SunTrust claims the underwriter will approve if we provide documentation on fund t pay off our car which we submitted that night to SunTrust9/18 email from SunTrust stating that our FHA application has expired and we need to resubmit- frustrated we tell SunTrust to cancel our refinance application and we will be changing banks.9/18 SunTrust finally found something they can doCancel a refinance request

Desired Settlement: This is not the way a financial institution should be operated. SunTrust should be investigated as to who else they are stringing along. 8 months have been wasted just on my case alone. If my loan was refinanced I could have been saving money for months already but instead all I have been doing is sending documentation of how well qualified a borrower I am. SunTrust could have told me 6 months ago that they were not going to approve me but they didnt. They have been lying and scheming for 8 months. They emailed paperwork with SSNs on it on non secure email potential exposing us to identity theft. The have pulled our credit so many times that it is mentioned in the credit report and now they want us to start this all over again? If my husband and I are not qualified for a mortgage please tell me who is?

Business Response: Please see attached.


Thank you.

October 9, 2012

BBB Serving Central Virginia, Inc.
Attn: ******* ******* *** ********** **** ******* *** *** ********* ** *****

Re: ******* ***********
      BBB Case *******

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

We have received and reviewed your correspondence regarding the above referenced case. However, you did not include a signed third party authorization form from *** ***********. Therefore, we are unable to provide you a copy of our response to her dated October 9, 2012. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

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

Sincerely,
***** ******
*******
Executive Services

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/16/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We have been Sun Trust customers for 12 years. We have paid our mortgage ON TIME for 12 years. This July, we changed mortgage insurance carriers, and our new mortgage insurance was cheaper. We called Sun Trust to see what our new mortgage monthly payment amount would be. We were told the amount of $3403. We paid this amount. In August, we tried to apply for credit. We were told that our mortgage company had reported us as having not made our August payment. This was untrue. Turns out that the amount was incorrect, and we owed another $70. approximately. Instead of letting us know that the original amount was incorrect, they did nothing. We called Sun Trust to inquire about the error. Sun Trust could see that we had called and inquired about our new loan amount, and could see that it was their error, yet instead of admitting the mistake, they reported us to the credit bureau. They said it would take 30 days to resolve. We followed up with a formal complaint, and a request to remove the faulty information, because we indeed did make a payment, exactly as requested. Sun Trust had 30 days to rectify the information, yet when we called back we were told our "file was closed" and the person who took our report was no longer at Sun Trust. They had not done anything about the complaint. We were referred to the "escalation" department and had to start over. We have had nothing but issues with Sun Trust whenever we have to deal with them, including incorrect information given,incompetence, and fradulent reporting. We NEVER missed a payment. We simply paid what we were told to pay, and then were told we had been referred to "collections." This is an unscrupulous mortgage holder with no shame who has ruined our credit. They are incompetent and never have the same person to talk to . We would appreciate any help you can give. We have reported them to the ********** ** **** ***** as well.

Desired Settlement: Removal of erroneous information from our credit report, and restored good standing with our mortgage payment information.

Business Response: Please see attached.


Thank you.

October 12, 2012

Better Business Bureau Serving Central Virginia, Inc.
Attn: ******* *******
*** ********** **** **** ***** *** ********* ** *****

Re: ***** *********
      Case *******

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 October 12, 2012. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

***** *****
Officer
Executive Services


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.

This is a typical Sun Trust Mortgage response.  I have given the BBB the necessary authorization to discuss this situation on my behalf.  Sun Trust's response that they are not authorized to discuss this matter without sufficient paperwork is par for the course.  They endlessly request information, only to have the situation go nowhere.   It does not resolve the issue, nor is Sun Trust acting in good faith, again.  I would respectfully request that Sun Trust release the information so that we can move forward in clearing our credit history.

Regards,

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


 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/16/2012 Billing/Collection Issues | Complaint Details Unavailable
10/15/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to contact Subtrust regarding my mortgage at the numbers they have provided me in mail correspondence. The phone service is automated and states I will be contacted the following business day. I have also tried contacting Suntrust using certified mail and have not received a call. They have been sending me letters as if they have been trying to contact me. When I call the numbers listed on the documentation, I have to leave a contact number and have not received a call back. I have documented all the dates and times I have attempted to contact someone at Suntrust and have attempted by phone and mail over a dozen times. This is very concerning as the reason I am calling is time sensitive. I have also used numbers listed on their website and have no luck reaching a live person. This is extremely unprofessional and should not happen with such a well known corporation. It is concerning and makes one think there is a reason for such difficulties.

Desired Settlement: I would like to inform Suntrust Corporate of such poor and difficult service and be able to speak with a management representative.

Business Response: Please see attached.


Thank you. 

October 5, 2012

BBB Serving Central Virginia, Inc.
***** ******* ******* *** ********** **** **** *** *** ********* ** *****

Re: **** ** **********
      *** **** *******

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 5, 2012. 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,
***** *****
******* ********* ********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/12/2012 Problems with Product/Service
10/12/2012 Problems with Product/Service
10/11/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In December 2011, I contacted Suntrust Mortgage (my current mortgage provider) because I was concerned about being able to afford my monthly mortgage payment and wanted to find a way to reduce my payment. At this time, I was advised by the Suntrust Collections Department that I look to be a perfect candidate for a Mortgage Modification, which would reduce my interest rate and make my payments a little more affordable. With a wife and two small children, even a $50 reduction would have been a positive outcome for us. I submitted my complete application in January 2012.I was advised by the representative in the Collections Department that, since I would most likely be approved based on the general information I provided, including my income and budget, that I wouldn't need to make a payment because that payment would be included in the modification. This put my account further behind. I continued to try to make payments, because I didnt want the account to get further behind. But, then I was told that I could no longer make payments unless it was for the full amount past due!! They even took a payment and then later reversed it and sent it back to me. Since that time, I'be been waiting for a response and still have no resolution. Suntrust told me that this process could take 6-8 WEEKS. It is now 9 MONTHS and it is still "under review". I am diligent about making sure that they have all required paperwork on time. I've had to re-submit the application twice since my initial submission.Now, Suntrust is telling me that they are trying to get me approved for a "Repayment Plan", which is actually going to INCREASE my payment!! They are not even offering me a modification, although it is what they said they would offer and it is the option that is clearly in my best interest.This situation has caused me to lose sleep, I've now developed heart palpitations and I am getting seriously depressed, which is affecting every aspect of my life. I don't know where else to turn or what to do.

Desired Settlement: I would like Suntrust to honor their original advice, upon which I began this ordeal, and approve me for a modification. This would reduce my interest rate, making my mortgage payment more affordable so that i can provide a good life for my family. I went through a very rough time period during the recession, lost my business, and filed for bankruptcy. With my bankruptcy discharged and my employment and income now secure, I am just trying to get my life back.

Business Response: Please see attached.


Thank you. 

October 4, 2012

Better Business Bureau Serving Central Virginia, Inc. 
Attn: ******* ******* *** ********** **** **** ***** *** ********* ** *****

Re: ***** *****
      Case *******

Dear *** *******: 

We received your correspondence regarding the above referenced case. 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 4, 2012. 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,
***** *****
******* ********* ********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/9/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The refinance process of my home started on March 6, 2012 with sending my basic information to ** ****** in your Richmond office. Progressing from there with documents from Suntrust for my signature, which were signed and returned within the requested time period. This refinance application process was "supposed" to take 15-30 days from start to finish. Here it is September 20, 2012, over six (6) months later, and I am just getting my refinance application declined with a phone call from ** ****** because "the appraisal was too low". *** ****** suggested I go to another lender. This tells me Suntrust does not want my business. During our conversation I mentioned that I am out over $700, ** ****** only apologizing for Suntrust taking so long with its decision. The refinance application amount was for the amount owed to Suntrust (approximately $90,000), nothing more. The house was appraised at $100,000, which is over $10,000 equity according to this appraisal. The previous appraisal was $130,000 which expired because Suntrust drug its feet with my refinance application. Suntrust is not the customer oriented company it professes to be. I have experienced this first hand with being ignored for two weeks by ** ********, after numerous phone calls and emails requesting an update on my loan. I had to email ** ****** asking her for an update regarding the disposition of my loan, she in turn emailed ** ******** to contact me, to having spent over $700 (which is a lot of money for me), to get the refinance process started and to obtain information from HUD to verify the information I had already sent to ** ********. She may as well have called me a liar because I had to prove to her the information I sent to her was true by spending additional money ($125), to get verification from HUD. I also had to resubmit my bank statements and pay stubs because the time had expired on those documents. ** ******** called me to inform me the appraisal had expired and I was going to have to pay $200 for the appraiser to reinspect the house. After telling ** ******** that I did not have $200, she spoke with someone (possibly her manager?), getting approval for Suntrust to pay for the reappraisal. I feel ** ******** waited until the last minute to contact me with information needed for the loan process. At each request for an update from ** ********, the usual answer I received from her was the loan was with the underwriter.Throughout this process I tried to be cooperative and patient. However, the frustration level over the past 6 months with this process has been horrible. Does Suntrust treat all customers in this terrible manner? I understand a manufactured home is not worth as much as a built home, I also understand Suntrust has to protect its own interests. However, I am already paying Suntrust my mortgage payment. This is just ridiculous that Suntrust won't refinance so my payments are lower and lowering my finance rate. Does Suntrust want me to default on this home, thus giving it back to the bank because I can't afford the payments? The decline of my refinance application makes no sense. I feel this loan was declined due to personality conflicts and not financial reasons. I can not in good conscience recommend Suntrust to anyone. Sincerely,******* ******************: ************Home: ************

Desired Settlement: Would like loan approved and refund of monies spent for the HUD Label Plate Verification. ($125.00)

Business Response: Please see attached.


Thank you. 

October 4, 2012

Better Business Bureau Serving Central Virginia, Inc.
Attn: ******* *******
*** ********** **** **** ***** *** ********* ** *****

Re: ******* **************
      Case #######

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 October 4, 2012. 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,
***** *****
*******
Executive Services

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,

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


Suntrust has exceeded my expectations with a solution to the issue.  I feel the issue was an isolated case and Suntrust is making an effort to afford me excellent customer service.   Thank you for your help with this.  

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/8/2012 Problems with Product/Service
10/4/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The underwriting deparment continues to not accept multiple documents validating that an old debt has been paid off. These documents include a receipt of full payment and a letter explaining the account is closed. The undwriting department's refusal to approve the refinance loan is unreasonable because the existing original loan with them was approved and included the debt that has now been paid off, there is no reason for the refusal. This issue is important to me because the refinance would lower my monthly payments and make it easier for me to pay the loan during these troubling times.

Desired Settlement: Would like them accept the multiple documents already sent to them as proof of payment of the existing debt and approve the new refinance loan.

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 it is no longer needed since they kindly settled the issue with me and provided the assistance that I needed. 

 

Regards,

****** *****


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/1/2012 Problems with Product/Service
9/20/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Suntrust has added an escrow to my payment on the property that I own: **** ***** ******* ****** **** ************ ** *****. This caused the payment to go up almost $300.00 a month. According to them it came from a tax that they paid. They paid the taxes in March in the amount of $362.12. This tax was for a boat and not the house. We have tried to explain this and pay this off with them but they say an escrow has been applied and cannot be removed. My payment for the last 10 years has always been paid and now with the escrow of almost $300.00 more a month it is very difficult to keep up and make the payment. I have tried to work with Suntrust and I had one person tell me that the escrow would be removed. Then they transfer you to another department and they tell you, you have received some bad information and it will not be removed. I have not given any kind of permission to add an escrow to this account. I told one person I spoke with I would have to refinance with another company and they told me I couldn't because I had an escrow on the account. They also have sent back a payment that I was told would catch me up on the account. Then they said it was a partial payment and they could not except a partial payment. I even called them to add to the payment to make it correct when I was told they gave me the wrong amount. I could not add to the payment because they would not except a partial payment. It has been very frustrating and between transfers and "bad information" I feel I am not being listened to and basically feel as though they could care less about me as long as they get their payment and the escrow that is causing the problem with me paying my mounthly amount on time. As I figure it with an escrow payment of close to $300 a month time 12 months that is almost $3600 a year which is more than twice the amount of my house taxes. This is just not right to be able to apply an escrow without permission and put a person in financial difficulty over $362.12.

Desired Settlement: Remove the escrow from the account and refund the extra amount that has been applied to the escrow so my payment is back to what was originally agreed on. I do not mind paying the $362.12 plus a fee for this, but should not be made to pay an escrow when I do not want an escrow on this account.

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.]

I have not heard or received anything from Suntrust Mortgage.  I cannot accept or reject their response since I have not received it.  I do not want this marked closed until I hear back from them or receive a reply. 

Regards,

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


 

Business Response:

Re: ****** *** *******

BBB Case *******

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 September 7, 2012. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.Thank you for contacting SunTrust.

Sincerely,

 

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

Officer

Executive Services

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The customer contacted BBB to state the complaint is resolved

9/18/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contacted Sun Trust Mortgage (my current mortgage holder) to determine if I were eligible for assistance with my mortgage under the new program that allows assistance BEFORE your mortgage is behind and foreclosure eminent. The woman took my personal information over the phone and said it would be reviewed to determine what options I had.The next week I began receiving 8am calls from Sun Trust's COLLECTION department. When I inquired, the representative could never understand why I was being called because my mortgage was current and had been current for as far back as they could see.When I called to resolve the issue, the REGULAR customer rep could not help me because my file had been transferred to COLLECTIONS. Outraged, I continued to call to understand and to have my file transferred back and no one could help me. No one could pull my information from the collections area, and the calls continued at 8am and the reps continued to be dumb founded.Once the calls stopped, then I received the threatening letters indicating my mortgage was at least 30 days past due. My mortgage is a direct pull, and has NEVER been late. I received not one, but TWO of these letters telling my my only option due to the delinquent nature of my loan was foreclosure.I am outraged that: first, my file is transferred to collections because I sought information, I did not request that foreclosure be initiated, or any other such assistance. I asked what my options were second, that NO ONE could help until I became beligerant, and then they were willing to do whatever it took to get my name and number released from their dialer system third, that the harassment continued with notices of dilenguency that did not and still do not exist fourthm that NO one called to follow up on an issue of this magnitude, and I called about this issue several times, yet no one thought that a mortgage that was current and was being harassed by their collections department was reason enough to followup on

Desired Settlement: I want the information I requested and a professional response to my inquiry. This procedure is a direct attempt to intimidate homeowners from seeking assistance.I would like to discontinue business but am unable to at this time. I want them to provide the assistance under the new program (law) that helps homeowners to pay their mortgage without first being threatened with the loss of their home.

Business Response: See attached

September 10, 2012


Better Business Bureau Serving Central Virginia, Inc.
Attn: ******* *******
*** ********** **** **** ***** *** ********* ** *****

Re: ***** ******
     **** *******

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 September 10, 2012. 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,
***** *******
*******
Executive Services


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/14/2012 Problems with Product/Service
9/13/2012 Problems with Product/Service
9/13/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I contacted Suntrust Mortgage in regard to refinancing our current loan from 4.25 to 3.25%. ***** ****** told us that if we proceeded with this, we would pay only about $50 per month more and the loan duration would go down to 10 years. We agreed and were told that we would have to pay $360 for a home evaluation. Eventually Suntrust sent us a Truth in Lending packet that showed that the principle and interest would actually be more than $140 per month more than our current payment. He used an accounting trick: by lowering the estimated escrow amount substantially, the total monthly payment would appear to be much smaller.If we had been given the truth about the loan, we would not have proceeded and spent the $360 for a home evaluation. I explained this in some length to the customer service representative only to be put on hold for a long while.

Desired Settlement: We believe that we should receive repayment for the $360 we spent for home appraisal which we payed based on false information.

Business Response: See Attached

Dear********

We received your correspondence regarding the above referrenced 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 31, 2012. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Sincerely,

***********
Officer
Executive Services

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: Customer declined to provide a signed authorization form in order for Suntrust to share the response.

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