Date Received: 2016-10-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XX/XX/2016 I refinanced my SunTrust Mortgage and replaced it with The XXXX XXXX XXXX XXXX. Once XX/XX/2016 hit, the refinance was settled and SunTrust received all of the necessary funds and more to close out my mortgage with SunTrust. I actually received a written note from SunTrust attached here that proves that THEY received the payment to close out their loan and then send me back the additional overpayments ( of course that still has not been received but that is not the key issue at hand ). BUT THE ISSUE is that they still have a lien on my house and wo n't remove that from the county. This is highly offensive because I can not get a home equity line of credit until that lien is removed. What legally can we do to force SunTrust to remove the lien because they claim that they can hold me hostage for 90 days when you will clearly see that they already confirmed that my entire loan was paid off from their email sent almost two weeks ago. Looking forward to learning what pressure you can put on SunTrust so that my new HELOC application with another lender can be processed since I am being held hostage while SunTrust refuses to remove their lien. THIS IS THEIR CONFIRMATION THAT THE ORIGINAL MORTGAGE WAS PAID OFF IN FULL ... ... ... Payoff Processed Dear XXXX XXXX : Your payoff has been processed. Payment Details : Process Date Description Amount XX/XX/2016 Loan Paid-in-Full {$560000.00} Loan Number : XXXX Property Address : XXXX XXXX XXXX XXXX XXXX , CO XXXX Please contact our Client Services if you have questions regarding the above transaction. Contact us at XXXX. Our hours of operation are XXXX to XXXX. Monday through Friday, and XXXX to XXXX., ET, on Saturday. For our XXXX clients, please contact us using the Relay System at XXXX. The Relay System is not available on federal holidays. Thank you for choosing SunTrust Mortgage. SunTrustMortgage.com This message is for information purposes only. Please do not respond to this email address. The information contained in this message is proprietary and/or confidential. If you are not the intended recipient, please : ( i ) delete the message and all copies ; ( ii ) do not disclose, distribute or use the message in any manner ; and ( iii ) notify the sender immediately. In addition, please be aware that any message addressed to our domain is subject to archiving and review by persons other than the intended recipient. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 816XX
Submitted Via: Web
Date Sent: 2016-10-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-30
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Dear Sir/Madam, After changing my address at USPS, Suntrust Bank sent a notice that my mail address has changed. I have never had an account with Suntrust! After calling them, they said I have a loan account with 0 balance. They created a fake account under my name for their purposes I am thinking like XXXX XXXX did. Please have an inquiry on this matter
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-29
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I applied for a home loan from Suntrust in XXXX Fl for a home I own in XXXX XXXX, FL. The loan was a " no escrow '' for real estate tax. After XXXX different loan estimate statements, I finally received a " final '' XXXX with a requirement that I prepay real estate taxes due next year. This was never mentioned in any of the HUD required documents, nor in the initial application docs that I received and signed. The following is part of an email I sent questioning this charge : I am questioning the {$6500.00}. funds needed to close in the XXXX XXXX loan estimate statement that does n't define the payouts. I have questioned this many times since and never received an answer. The need to prepay or set up a escrow account for 2016 real estate taxes was never mentioned. I wo n't receive the 2016 tax bill until XXXX XXXX and I usually pay it soon after to receive the 4 % discount for early payment. The XXXX XXXX loan estimate does n't show any prepay or escrow for the 2016 RE taxes. It was scheduled to close by XXXX XXXX. The same $ XXXX loan shows no deficit for this need. Their reply was : " We are not setting up an escrow account, the funds are collected at closing to insure the taxes are paid for the year and will be held by the settlement agent. Most, if not all lenders have this requirement. '' I would think current HUD requirements would require them to disclose this in their application and the XXXX previous loan estimate statements that did n't have this payout. I have asked for my application fee to be refunded and they refused.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2016-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-29
Issue: Shopping for a loan or lease
Subissue:
Consumer Complaint: I was declined for an auto loan by SunTrust and XXXX XXXX and the reasons they used were : " Serious Delinquency '', " Length of time since account not paid as agreed '' and " Time Since Delinquency is too Recent or Unknown ''. The letters told me to contract XXXX for information about this. I monitor my credit and know there is not a delinquency ever and when I contacted XXXX they could not see any issues either. I have tried to contact both banks to get information on what they are talking about and have not been able to reach anyone that will help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 545XX
Submitted Via: Web
Date Sent: 2016-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-29
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have been contacting Suntrust Mortgage to cancellation my PMI insurance. My mortgage balance is approximately 72 % of my original purchase property value. Everything I read states that Suntrust should have terminated my PMI automatically when the value reached 78 %. Suntrust own documents sent to me say that termination will happen at 78 % of the original property value. My calls and e-mails have not worked. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19020
Submitted Via: Web
Date Sent: 2016-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-29
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I have been trying to close my SunTrust Bank account as they keep allowing false charges to be made to my account. When I asked for my account to be closed it had a positive balance. It took them several days to acknowledge my request to close the account and then mysteriously several out of state charges started to show up on my account. Now my account is in the negative because yet again they have allowed false charges or are trying to sabotage my account closing by adding a ridiculous number of charges and overdraft fees. If they had closed my account when I asked then they would be mailing me the positive amount left in my account now they are claiming my account is negative by $ XXXX. I believe there is something fishy going on with their accounting. I have had nothing but trouble with them allowing false charges and me continuously paying them and now all of a sudden more fishy charges are added to my account upon my request to close the account. I believe they are practicing unfair business and treatment of their customers. When I brought this to their attention, they asked if I would like to make a fraud complaint in which I said yes however was told they could not complete on their end I 'd have to call in. I called in several times over the course of several days and each time I was placed on hold for more than 30 mins and never allowed to talk to an actual person.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28403
Submitted Via: Web
Date Sent: 2016-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-28
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: SunTrust has repeatedly opened new checking accounts with slight variations on my name. They have no activity, but they create huge hassles for me when I try to use Online Banking. They are created without my consent and I would like the practice to stop immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20148
Submitted Via: Web
Date Sent: 2016-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-27
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: SunTrust is manipulating the timing of the posting of transactions to customer accounts to profit from excessive overdraft fees. Currently there is no logic to how transactions are posted to accounts, other than to maximize the fees SunTrust is able to charge. A customer could charge a transaction at XXXX XXXX on a Wednesday that is posted and settled to their account prior to a transaction that occurred at XXXX XXXX. on the same day, even though both charges appeared as " processing '' on the account from the moment they were submitted. As a result, SunTrust is processing larger debits before smaller ones, putting accounts into overdraft status unnecessarily early resulting in additional overdraft fees. For example : An account currently has a {$100.00} balance. On Wednesday at XXXX XXXX. a debit card transaction is processed for {$30.00}. On the same Wednesday at XXXX XXXX. another debit card transaction is processed for {$30.00}. On the same Wednesday at XXXX XXXX another debit card transaction is processed for {$30.00}. On the same Wednesday at XXXX XXXX. a XXXX debit card transaction is processed for {$100.00}. All XXXX transactions are settled and posted to the account on Friday, two days after the transactions occurred. XXXX would expect the first XXXX transactions would be processed with enough money in the account to cover them and only the XXXX transaction would be assessed an overdraft fee. However, this is not what is happening. Instead, SunTrust will process the {$100.00} transaction first, which overdrafts the account and for which it charges an overdraft fee. It will then charge overdraft fees for the other XXXX transactions since they too are posted as overdrafts. Therefore, rather than charging XXXX overdraft free of {$36.00} ( SunTrust 's current rate ) for this set of transactions, they charge XXXX fees of {$36.00} each, or {$140.00}, a difference of {$100.00} profit for SunTrust by manipulating the timing of transaction processing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30188
Submitted Via: Web
Date Sent: 2016-09-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage company SunTrust, unilateral and unconsulted changed my interest rate of 2.75 % fix on my mortgage loan agreed, approved and signed under a Permanent Loan Modification from XXXX XXXX, XXXX, on the new following rates : - Since XXXX XXXX interest rate was changed from 2.75 % to 3.00 % - Since XXXX XXXX interest rate was changed from 3.00 % to 3.50 % and interest only mortgage was converted to Principal plus Interest - A letter received from SunTrust mortgage states that they will continue increasing my interest rate basis in a Margin plus an Index XXXX adjustable rate. ( totally against our last year agreement ). I consider all SunTrust 's actions took on regards of my interest rate unfair and illegal, and base my statement on our mutually reached, signed and obligated to enforce agreement where clearly indicate of their paragraph XXXX ( c ) : " Under this Agreement, the Borrower 's interest rate for the remaining term of this loan will be 2.750 % '' ( attached you will find copy of my Permanent Loan Mod Agreement reached on XXXX XXXX In addition, I 'm attaching a copy of the recent mortgage statements received since XXXX that clearly shows SunTrust 's mistake incurred that made me overpaid my mortgage. By this mean, I formally requested a review of all previous mortgage interest calculated since XXXX XXXX, and an immediate refund of all extra payments charge as result of this interest increase since XXXX XXXX until XXXX XXXX. Also, I requested new mortgage statements for the month of XXXX XXXX and after using the right interest rate approved by 2.750 % according to our Permanent Loan Modification reached in XXXX XXXX. I believe SunTrust should immediately respond and proceed to correct all their mistakes created against me, meanwhile, they should refrain to collect any mortgage amount different than the XXXX stipulated in our agreement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20165
Submitted Via: Web
Date Sent: 2016-09-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-26
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: SunTrust Mortgage , Inc is refusing to endorse and release funds from a insurance claim to me in order to have the repairs completed on my home. There is not heat or A/C in my home and the risk of damage increases each day they delay this process
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 239XX
Submitted Via: Web
Date Sent: 2016-09-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No