Date Received: 2016-03-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We have a mortgage with SunTrust mortgage. We set up an escrow account for insurance and taxes. Suntrust paid our property taxes but failed to pay our hazard insurance. we had a claim for XXXX in process so now we can not get a company to cover us, So now we can not get coverage of our choice. we are forced to accept citizens and had to pay a XXXX point inspection of {$120.00} + in 5 years we will need to get rewired and a new panel to pass inspection
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33064
Submitted Via: Web
Date Sent: 2016-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-22
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: SunTrust Home Equity line of credit keeps reporting to XXXX and XXXX bureau wrong information about the original date to when my case was opened. The date reported is wrong, and even though my lawyer keeps writing them letters about what they are doing wrong ; SunTrust keeps sending letters to me about the same case all over again. My case was opened and reported in XXXX, XXXX, but it was sold since XXXX, XXXX. I had sent several letters to this company telling them about the right date and about the closure of this case. My prepaid legal services in Florida has been sending to XXXX and XXXX letters to fix my credit, and to report the accurate information with the correct date it was opened and reported. SunTrust equity line of Credit said they will fix it but all they do is send letters with the wrong date and nothing gets ever done. Instead of sending the right date, they just write the same date that my prepaid legal services writes in the letters they send there. This account has been sold and reported lost since XXXX XXXX. This entire situation is ruining my credit, and I am getting tired of receiving these letters. I keep receiving letters about my case and how is reported in XXXX ( this is not accurate since it was reported in XXXX not XXXX ). This case was reported about seven years ago and it should already be solved. This case had also been reported to the IRS and they decided to close the issue. I do n't understand why this is still permanently on my credit. They should either remove it completely or have the case with the right date and information. I want to do some things with my credit such as buy a house, but I ca n't do that because of this issue that is holding back my credit. This is a violation and is of customer right to the and unaffair resolving of credit. I would like for this problem to be solved as soon as possible. Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32073
Submitted Via: Web
Date Sent: 2016-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-22
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I submitted a short sale package to Suntrust bank on XXXX XXXX, 2016. I have complied with all their requests in a timely manner to submit supporting documentation as of XXXX XXXX, XXXX, Suntrust continues to request a seller disclosure form which has been provided on XXXX XXXX, XXXX XXXX, and XXXX XXXX. Each time i call they say that it is incorrect or missing data. I email it to a representative they review and confirm it is correct and that it will be forwarded to imaging department. I call again, and go through the same process and have lost almost a month and file has not been sent to negotiation and have a lost a month in this process because of their incompetence. This file is in foreclosure status w/o a sale date, the buyer is approved, and will most likely lose him because of suntrust delay in properly reviewing document submissions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20850
Submitted Via: Web
Date Sent: 2016-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-03-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage servicing was switched from XXXX XXXX XXXX to SunTrust Mortgage. I have received XXXX letters explaining this and how to set up an online account with SunTrust in order to pay my mortgage and that I can and must do so after XXXX XXXX. However I got a error notice every time I tried to set up the account. I have now made 3 phone calls to SunTrust trying to figure what is wrong and keep getting different explanations such as we do n't support Mac computers ; our website only works on Internet Explorer ; our website will work on Chrome but you have the wrong version ; you ca n't set up an online account until after XXXX XXXX, 2016. Each time I questioned the incorrect information, I was put on hold, or chastised by the customer service agent for suggesting that it might just not be " my fault '' that it 's not working, or told to stop yelling ( which I was n't ) or told to NOT do something else that I was n't doing or simply put on eternal hold. I just want to set up automatic payments and pay my mortgage and do n't understand why SunTrust ca n't produce accurate instructions and polite customer service agents who are well trained enough to figure out when it might just not be the customer 's fault.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-21
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: SunTrust Mortgage miscalculated my escrow account and as a result they were showing I had a {$13000.00} shortage in my escrow account. Because of this error they calculated my monthly mortgage payments including escrows to be {$3800.00} instead of the roughly {$1800.00} monthly payments I had been making. ( More than double my previous monthly payment ) After my husband reviewed the escrow analysis, he discovered SunTrust Mortgage had paid the wrong amount for taxes to the XXXX County taxing authority. This error in payment by SunTrust created the shortage in my escrow account. After discussing this with a representative from the Mortgage Company, they acknowledge this error on their part, and I was told they would get a refund from the county for the over payment in taxes and recalculate my mortgage payment to the correct amount.. We asked the representative of the Mortgage should be just make the previous payment or wait until we received a revised statement. The bank representative advised us to wait until a revised statement was issued and then make the payment shown of the new statement. We were further advised that the bank 's records would be notated and no collection efforts would be made because it was the bank 's error and without a revised statement there would be no way for us to know what payment we should make. Needless to say it took the mortgage company two months to straighten this mess out, and in the meantime collections calls and notices were being received indicated we behind on our loan, and the monthly payments were still been shown as {$3800.00} per month. At this time we again contacted the mortgage company and the individual who represented himself as a Supervisor in the Customer Service department reviewed our account and verified that the bank indeed had made the tax payment in error but they had not recalculated our escrow account and changed or monthly payments to their correct amount. At this time he advised us that we would get back to us within 24 hours to let us know when the the correct statement would be sent to us. This was on a Friday, and the following Monday we did receive a call from this individual advising that the revised escrow analysis had been completed and we should be receiving it in a few days. Latter on that same day we continued to received collection calls and notices. We called back to the bank and ask them to discontinue these harassing calls, especially in light of the fact SunTrust is the one who caused this error. I was then told they could not stop the collections efforts. On Thursday of this same week, we received the revised statement showing our true monthly payment to be {$1800.00} instead of the {$3800.00} the bank had previously indicated was our payment amount. Two business days after receiving a corrected statement, all correct monthly payment were made to SunTrust. On that same day we received a notice from SunTrust that our mortgage was in default. Upon contacting the bank yet again, we were advised that derogatory information had been submitted to a credit report agency showing that we were delinquent on our mortgage loan. Corrective Actions required : SunTrust should immediately correct any derogatory information submitted in regards to my mortgage loan. Secondly senior management of SunTrust should provide a written apology to myself for the lack of competence the company has displayed in regards to this matter. Thirdly, steps should immediately be taken at SunTurst Mortgage to ensure that when SunTrust makes errors regards a customer 's monthly mortgage payment, all collection efforts should cease until such time as SunTrust corrects the problem.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 335XX
Submitted Via: Web
Date Sent: 2016-03-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Re Home Equity Line of Credit with SunTrust Bank We purchased our home in XX/XX/XXXX. The mortgage and a Home Equity Line of Credit ( HELOC ) were financed by SunTrust Bank. In XXXX XXXX we refinanced the mortgage. In XXXX XXXX we increased the HELOC ( both still with SunTrust Bank ). XX/XX/XXXX I merged the mortgage and the HELOC into XXXX loan financed by XXXX XXXX. Therefore, both the mortgage and the HELOC with SunTrust Bank were paid off in full. On XXXX XXXX, XXXX, a " Certificate of Satisfaction '' for the mortgage was recorded in the Land Records for XXXX County, Maryland. A " Certificate of Satisfaction '' for the HELOC has never been recorded with XXXX County. Any title search now will seem to indicate that the HELOC has never been paid off. A " Certificate of Satisfaction, '' which in effect is my receipt, recorded in XXXX Country would eliminate this problem. I received XXXX letters from SunTrust Bank ( dated XXXX XXXX, XXXX and XXXX XXXX ) informing me that the HELOC had been paid off and that the appropriate information had been forwarded to XXXX County ( letters attached to this complaint ). However, XXXX County has no record of ever receiving this information. I have sent XXXX letters to SunTrust Bank. The XXXX one was dated XXXX XXXX, XXXX. The XXXX was sent via certified mail on XXXX XXXX and received by them on XXXX XXXX, XXXX. I have received no response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-16
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I wrote the attached check for {$7500.00} from my XXXX XXXX account and deposited it to my SunTrust account. Of material fact, is that I have used the same accounts to electronically transfer to and from in the past since approximately XXXX without any returned checks issues from my XXXX XXXX XXXX account. The extended hold is until XXXX/XXXX/XXXX. Notwithstanding, the above mentioned, although said check cleared my XXXX XXXX account on XXXX/XXXX/XXXX, an unreasonable extended hold was placed on my check at SunTrust. I called the call center for assistance on XXXX/XXXX/XXXX, however such was not fore coming. I was advised to visit a branch. Please note for the records that I am XXXX. ( my XXXX XXXX income goes to SunTrust via direct deposit so they could ascertain my claim of disability. ) and such advised the representative of the challenges I have to travel without extended planning. however, I was not offered an alternative option to resolve said. I called back the same day of XXXX/XXXX/XXXX and spoke to XXXX management levels, including a XXXX XXXX XXXX, who denied my request to connect with the executive office for assistance. Of Material fact, I am very disappointed that SunTrust no longer has a direct contact information to its executive offices and am thus left at the mercy of the representatives to receive said. Please see the attached and feel free to reach me if with additional questions if required. Please advise. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33180
Submitted Via: Web
Date Sent: 2016-03-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-16
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Please see attached Word document for all complaints against SunTrust Mortgage Co . Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21811
Submitted Via: Web
Date Sent: 2016-03-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-14
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: Suntrust Bank has consistently denied access to our available and deposited funds in our account under the guise of account security. We are making purchases for items for resale and they are consistently declined - for the SAME vendors - repeatedly. These are our daily vendors that we buy from EVERY DAY. We have called and asked that this be stopped as we will continue to make these purchases to fill our orders but they REFUSE to make any accommodation. This is outright denial of use of the funds in our account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2016-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-14
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: On XXXX XXXX, 2016 my daughter XXXX XXXX went into Suntrust Bank at XXXX XXXX XXXX to make an XXXX XXXX dollar withdrawal she successfully made that withdrawal & left the bank within XXXX minutes of leaving the bank, XXXX XXXX branch manager contacted her again and informed her to bring the money back due to a fraud alert we were informed that if XXXX XXXX brought me to the bank and I verify my identity everything would be fine that was not the case when we got back to the bank the branch manager XXXX XXXX just wanted the money & did n't give any information as to what actions should be taken next nor did she review the information we brought to the bank I have been in constant contact with the Irs, Suntrust Bank, and the 3rd party preparer bank XXXX XXXX XXXX. I have been able to get nowhere & they have constantly responded in a rude manner presenting horrible costumer service skills. I have limited information about my funds & Suntrust Bank internal department is telling me they can not give me a time frame as to when my funds will be released my daughter XXXX XXXX has received a closing letter from Suntrust Bank and in that letter it states that all monies left in the bank account would be sent in th form of a paper check to the address on her account but now that is not the case so after weighing many options and getting anywhere I was referred here to possible get a resolution within 10 business days of this matter being referred to the bank
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21209
Submitted Via: Web
Date Sent: 2016-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes