Date Received: 2016-05-17
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: My husband and I applied for a mortgage with Suntrust because they have been our bank for 13 years. Their customer service is horrible I am crying for the 5th time as I am writing this complaint. The website lies about how they will service you. 1. They do not call or email us giving us an update. 2. Every time we call them we get a voicemail only to be ignored. 3. I called the customer service line who said the manager was on the other line and would call me right back, and I 'm still waiting. 4. We lost money on moving trucks, and we are now in danger of having to move the settlement date up on our home we are selling. 5. My and my husbands employers are upset with us for changing our days off 3x. 6. It 's as if they do n't care about anyone and do everything in their power to make a happy life event as stressful and aggravating as possible. I understand they make good money in the stock market but not so much on Mortgages, so why, then, do n't they just get out of the mortgage business altogether instead of pretending they want to give you a mortgage and at the end, hope they aggravate you so much that you just want to pull out? I wish so bad I chose a different lender, it 's like they know they got you and do n't care. Please help I ca n't stop crying!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34654
Submitted Via: Web
Date Sent: 2016-05-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-17
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: XXXX XXXX/XXXX/2016 I deposited my Federal Income tax check into my checking account via ATM at approximately XXXX XXXX. The amount of the check was {$5200.00}. The bank put a hold on {$5100.00}. They told me that money would be available XXXX/XXXX/2016.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34972
Submitted Via: Web
Date Sent: 2016-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In XXXX of XXXX I called SunTrust Mortgage about documentation I had received regarding an escrow account change due to a rise in property taxes and I needed to verify the impact to my monthly payment. I monitor the mortgage payment very carefully since I am on a fixed income, having retired in XXXX after a careful review of my financial obligations. During that conversation, which was with XXXX XXXX, she explained the escrow change ; then said ( and I 'm surmising ), " ... hmm, what 's this? I 'm seeing a step modification back in XXXX that was supposed to start in XXXX. Your interest rate was supposed to go up in XXXX XXXX to 3.0 %, then XXXX XXXX to 3.5 %, then XXXX XXXX to 4.0 %. '' I could not believe what I was hearing and she sounded very surprised also ; obviously, since SunTrust had not acted on the modification and it was now 5 years later! I stated very clearly that this was not what I had been told when I called to check the loan facts prior to my retirement. In XXXX of XXXX, I was told I was locked into a 2.5 % interest rate for the life of the loan. This info was related to me more than once and aligned with my monthly statements. I turned down refinance offers bragging that I had a super loan from SunTrust ~ locked in at 2.5 %! I told XXXX XXXX that increasing the interest rate, and thus the mortgage payment was going to be an untenable situation for me and I had retired based on SunTrust assuring me I had a fixed rate ~ keeping my monthly payment around {$4000.00}. Subsequently, I received my monthly payment statements for XXXX, XXXX and XXXX of XXXX showing the interest rate at 3 %, but the monthly payment was the same as XXXX 's w/the adjusted escrow amount. Then the XXXX XXXX statement arrived ; Interest rate 4.0 %, monthly payment {$4700.00}! Up almost {$800.00} a month! On calling SunTrust I was given very mixed messages about how to address this ; write a letter, do n't write a letter ; " we 'll work on getting you some relief on that payment '' said by XXXX XXXX on XXXX XXXX, then no call back ; and XXXX XXXX referring to modifications in XXXX, XXXX, and XXXX. Most concerning ; knowing how upset I was, there were no call backs! I wrote a very earnest and factual letter to SunTrust on XXXX XXXX, XXXX reiterating everything that had happened ; ending with a request to address the following : 1. Since I established with SunTrust that I had a fixed interest rate of 2.5 % keeping my payment within budget, why was I not informed in writing, with supporting documentation that interest changes were going to happen? Why did SunTrust not invoke the XXXX modification at the time specified? Five years have passed and SunTrust has not communicated about this in any regard, in fact - I was given WRONG information more than once - completely contrary to this modification! 2. Please send me all loan documentation for review and understanding of the principle figure on the XXXX modification. After 10 years I owe more than I originally borrowed and have not taken any money out of the property. I received a letter back from SunTrust dated XXXX XXXX, XXXX. ( attached ). Areas of concern : 1. In the second paragraph they seem to imply that there are " items '' in ref to my mortgage that they are not required to provide?? 2. The XXXX paragraph states that the interest rates stepped up each year. This is NOT TRUE. A review of my statements/payment history will prove the interest stayed at 2.5 % from XXXX XXXX to XXXX XXXX! It seems evident that SunTrust did not get the XXXX modification into the system, prompting wrong information to be provided and from which, I made critical financial decisions. And, I can not go back to a time I could have gotten a better loan! And SunTrust did not address the principle as requested. Do I have any recourse? Are there laws/rules that can help me with this?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94040
Submitted Via: Web
Date Sent: 2016-05-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I requested that my bank remove my PMI. They instructed me to pay for an appraisal, which I did. The appraisal was submitted with a range of values for my house : XXXX $ XXXX . Suntrust bank chose the lowest value in that range and misrepresented that value labeling it as the " 90-120 day '' value even though I spoke with the appraiser who confirmed the 90-120 value he submitted was XXXX . I believe it is wrong, and perhaps a violation of the Homeowner 's Protection Act, to allow a bank, whose interest is in collecting PMI for as long as possible, to select a value when given a range that benefits them and may not actually represent the true value of a home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21030
Submitted Via: Web
Date Sent: 2016-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-05-17
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX, I visited my SunTrust Branch office at XXXX XXXX, VA. I needed to deposit a court ordered check in the amount of {$74000.00} into an IRA. I had received from my ex-husband 's Thrift Savings Plan, a copy of letter is enclosed. The branch was very busy. I was assisted by XXXX XXXX, who had a customer at her desk. I told her that I needed to deposit the TSP check into an IRA. XXXX XXXX proceeded to compile the paperwork for new IRA. There was an issue with the system. I was asked to come back later for the deposit slip and paperwork. XXXX did have me sign the blank IRA Form XXXX ( XXXX ) CLP ( XXXX ). I went back later that afternoon and picked up the forms. I asked why the amount of {$54000.00} was transferred into an IRA, especially strange as the cents from XXXX to XXXX. XXXX XXXX told me the additional funds would be rolled into another IRA, and asked why. I was not given a direct answer, but was told she was splitting it into XXXX IRAs. XXXX, I quickly read through the XXXX pages of paperwork and left. On XXXX XXXX, XXXX I had an appointment with my tax accountant XXXX XXXX XXXX. He looked through all my paperwork, he discovered that there was a statement providing documentation for an IRA for {$54000.00}. I explained that XXXX XXXX said she had split the {$74.00}, XXXX into XXXX IRAs. I called XXXX and asked if she would please email XXXX XXXX the documentation for the IRA. She said she would not email the information to him, but would email it to me. I also asked her to find a copy of the deposited check, which she could not locate. She said she would continue to look for check that was deposited. I did not receive a response email with the IRA deposit until XXXX XXXX, XXXX. As you can see by looking at the following documentation there is a serious discrepancy:1. SunTrust IRA Rollover/Conversion Contribution Form shows amount of {$54000.00} XXXX/XXXX/XXXX 2. SunTrust Time Deposit Receipt shows amount of {$54000.00} XXXX/XXXX/XXXX 3.SunTrust IRA Withdrawal shows amount of {$54000.00} XXXX/XXXX/XXXX XXXX Exchange/Rollover/Transfer form shows amount of {$54000.00} 5. SunTrust Check to XXXX in the amount of {$54000.00} XXXX/XXXX/XXXX ( 7 days after the initial deposit ) 6 SunTrust Printout Showing IRA Deposit in the amount of {$6500.00} XXXX/XXXX/XXXX ( XXXX days after the initial deposit ) Every document has a different deposit amount listed. I did not receive anything for IRS showing IRA deposit for the {$6500.00} rollover into an IRA. I asked XXXX XXXX for documentation for that deposit, once again there is no record or paper trail showing where the funds came from. As of XXXX XXXX, XXXX I have yet to receive a response from her or the Branch providing me sufficient documentation regarding where or to what accounts the entire amount of {$74000.00} that I deposited in the form of XXXX Check from the XXXX. I went through every online account on XXXX XXXX, XXXX to review each and every deposit, transfer and withdrawl. I discovered another discrepancy to my SunTrust Signature Account XXXX. The statements show XXXX XXXX XXXX XXXX Transfers to XXXX Account XXXX as follows : 1. {$4000.00} Bank Assisted Transfer to Savings Account XXXX on XXXX/XXXX/XXXX 2. {$3.00} Bank Assisted Transfer to Savings Account XXXX on XXXX/XXXX/XXXX 3. {$4000.00} Bank Assisted Transfer to Savings Account XXXX on XXXX/XXXX/XXXX I can not locate or have any documentation of setting up a Savings Account XXXX. I would not transfer money out of that account as it was to be used for purchasing my new home and associated expenses. XXXX XXXX, XXXX, I called SunTrust Customer Service. I spoke to XXXX different representatives, being transferred each time until I finally spoke with a supervisor, XXXX XXXX, XXXX SunTrust who informed me that XXXX XXXX would be investigating my problems regarding the missing funds, errors in transfers - no response YET!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2016-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My complaint # XXXX was erroneously closed by the CFPB just because suntrust responded. This is not the first time the CFPB has closed my complaint even though suntrust REFUSES to address it. Completely unacceptable for a business that supposed to " protecting consumers ''! I called the suntrust executive office on XXXX XXXX and talked to XXXX XXXX. I explained to her that ALL of my emails to XXXXXXXXXXXX in the last few months were IGNORED and asked her why. She said she did n't know why but said that is not how suntrust does business. I pointed out to her that that obviously is how suntrust does business otherwise someone would have responded to my emails. It 's also obvious that REPEATEDLY LYING TO CUSTOMERS is also how suntrust does business and THEY DO NOT CARE. I told her about the ongoing problem the last 3 years of NOT getting a correct mortgage bill AFTER I pay my escrow shortage. How can they cash my check for the escrow shortage and then send me a bill for the exact same amount I just paid them?? THAT IS A SCAM!! I also asked her why my escrow has been short 3 years in a row. I 've had mortgages with other lenders and NEVER had any problems with getting a correct statement or had my escrow short EVERY YEAR. She told me she would open a case for my complaints and call me the following Monday, XXXX XXXX. She of course did NOT call me back. So I tried calling her on XXXX XXXX and was told by XXXX that XXXX XXXX was gone for the day. I called again on XXXX XXXX and briefly talked to XXXX who refused to answer any of my questions. I called AGAIN on XXXX XXXX and finally spoke to XXXX XXXX again. I reminded her of my conversation with her on XXXX XXXX and that she said she would call me back. She LIED and said that she thought my complaints were being handled by the social media team. My complaints were NEVER going to be handled by the social media team because they NEVER answered my emails and my complaints on XXXX about XXXX XXXX never calling me back were removed and I was BLOCKED from posting any more complaints, even others are still allowed to post theirs! During my conversation with XXXX XXXX on XXXX XXXX she told me again she would have someone look into my complaints and she would call me back on Monday, XXXX XXXX. She even went so far as to tell me she " put it on her calendar '' which was also apparently a LIE because of course SHE NEVER CALLED ME BACK. I am so tired of being DELIBERATELY LIED TO REPEATEDLY BY PEOPLE WHO ARE HANDLING XXXX OF DOLLARS OF MY HARD-EARNED MONEY. This is completely unacceptable!!!!! These people have absolutely no business handling other people 's money!!! I need written, verifiable proof that someone is working on a resolution to my complaints and I need a FULL NAME ( FIRST AND LAST ) of the person/people resolving my complaints along with their direct phone numbers. Is there anyone at suntrust who knows how to tell the truth?????
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22153
Submitted Via: Web
Date Sent: 2016-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-05-14
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I deposited a check in the amount of {$5000.00} XXXX dollars to my US Suntrust account on XXXX XXXX 2016. The check is scheduled to clear by XXXX XXXX 2016 at most according to the banks fraud protection/funds verification section. This is fine. On XXXX XXXX 2016 Suntrust debited my {$1200.00} for the conversion rate and did NOT credit my account the {$5000.00}. in addition to debiting my account they charged me an overdraft fee of {$36.00} which was only an overdraft because of the {$1200.00} they debited without crediting the {$5000.00}. Supervisor XXXX at ph : XXXX stated that there is nothing she can do to credit the account the {$1200.00} until the {$5000.00} clears nor can she pre-clear the {$5000.00} to compensate for their debit and she does not understand why this happened. I have no liquid assets available, this is an atrocity and theft. Supervisor XXXX also stated that she can not
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33404
Submitted Via: Web
Date Sent: 2016-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Several years ago, I went through a divorce and had to sell my marital home through a short sell. At that time, I had a equity line of credit with SunTrust Bank. They refused to forgive the debt and negotiated with the buyer for me to assume {$16000.00} of debt to be re-paid over a ten year period. I have now reached an age and point in my career where I need to settle down and buy another home as I prepare for retirement. I made an offer of settlement and the bank will not return my calls or when they do, have lost my file.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30345
Submitted Via: Web
Date Sent: 2016-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-13
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: My savings account @ Suntrust Bank in XXXX XXXX, Georgia was compromised in the amount of {$2500.00} on XXXX XXXX, 2016. It was transferred to my checking account without my knowledge or consent. The bank said there was nothing they could do. I am a XXXX, XXXX & XXXX in Origin. I reported the Fraud to the Bank & the Suntrust Fraud Division, and it is allegedly under investigation. I took out a Police Report in XXXX, GA. The Bank is taking a passive attitude towards my plight, because I 've worked so hard to save that Emergency Savings, and to see it all gone, and the Bank does n't care. I behoove anyone, especially XXXX to not use Online Banking, because your accounts will be hacked online. I am a living witness.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 314XX
Submitted Via: Web
Date Sent: 2016-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-13
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: Due to some transactions that were double billed by a company XXXX, Suntrust hit me with over XXXX overdraft fees in a less than 2 week period. I 'm happy to eat the costs of some of these transactions, even though they are not my fault, but would like suntrust to be reasonable in that this amount is excessive and the transactions should not have been approved in the first place
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30312
Submitted Via: Web
Date Sent: 2016-05-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No