Date Received: 2016-03-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Borrower seeking compensation & damages for all Unapplied, Misapplied Funds by Suntrust processing department in XX/XX/XXXX. Full compensation for Late fees applied in XX/XX/XXXX which were than charged in XX/XX/XXXX ( not once but three times ) .These mistakes of course involve again pulling FULL made payments into suspense which SunTrust ca n't keep track of. The borrower will provide payment receipts for payments made before and after the late fees charged, so that there can be a continuance. XXXX XXXX -made on XXXX XXXX XXXX XXXX XXXX -made on XXXX XXXX XXXX XXXX XXXX -made on XXXX XXXX XXXX XXXX XXXX -made on XXXX XXXX XXXX XXXX XXXX -made on XXXX XXXX XXXX XXXX XXXX -made on XXXX XXXX XXXX - Full payment is pulled into suspense? No late fee XXXX XXXX -paid XXXX XXXX XXXX -Skipped NOT posted XXXX Late fee charged {$77.00}? Past due {$2200.00}? XXXX XXXX -paid XXXX XXXX XXXX is posted to XXXX? XXXX Late fee charged {$77.00}? Past due {$4400.00}??? XXXX XXXX - paid XXXX XXXX XXXX - statement date XXXX XXXX XXXX Late fees charged {$77.00}? Past due {$4400.00}??? XXXX XXXX -paid XXXX XXXX XXXX statement date XXXX XXXX ( transaction date bottom row shows XXXX ) on top the receipt states XXXX XXXX? XXXX Late fee is charged {$77.00}? Past due {$4400.00}??? XXXX XXXX -paid XXXX XXXX statement date XXXX XXXX XXXX is charged {$77.00}? Past due {$4400.00}??? XXXX XXXX -paid XXXX XXXX XXXX statement date XXXX XXXX XXXX charged {$77.00}? Past due {$4400.00}??? XXXX XXXX -paid XXXX XXXX XXXX -posted XXXX No late fee ( XXXX XXXX added a late )? Past due {$2200.00}??? XXXX XXXX -paid XXXX NOT POSTED or credited anywhere & gt ; {$2200.00} Due back to borrower!! XXXX XXXX -paid XXXX XXXX is applied to XXXX XXXX XXXX No late fee ( XXXX XXXX added a late )? Past due XXXX So someone realized the mistake and fixed everything but did NOT correct any of the late fees charged of {$540.00}. there is also ONE Full payment From XXXX XXXX which was NOT credited anywhere which is now due back to borrower with interest since XX/XX/XXXX. XXXX XXXX investigation completely false and inaccurate! In XX/XX/XXXX she went back to XX/XX/XXXX to find more fees to apply to the mod - Not only that they Bogus and should have been adjusted once the mistake was fixed but as it turns out there is ONE full payment from XXXX XXXX XXXX - Missing {$2200.00} with interest to be refunded to borrower. the entire list of the lates charged in XX/XX/XXXX in the modification are uncorrected mistakes and the rest are fabricated. All receipts with statements are attached.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2016-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: " To obtain property by fraud, willful misrepresentation of a future act, or false promise. ( d ) In any matter within the jurisdiction of the office, to knowingly and willfully falsify, conceal, or cover up by a trick, scheme, or device a material fact, make any false or fraudulent statement or representation, or make or use any false writing or document, knowing the same to contain any false or fraudulent statement or entry. '' To violate s. 655.922 ( 2 ), subject to ss. 494.001-494.0077. Mortgage Servicing & Procedures & Lies : Suntrust concealing the time line when the borrower entered loss mitigation procedures in XXXX in order to justify the late fees that were charged, that the borrower was reported delinquent to the CRA 's during the trial & also in order to conceal the fact that after 6 month of processing XXXX the borrower was first approved ( XX/XX/XXXX/XX/XX/XXXX ) & than shortly thereafter borrower was denied for HAMP - borrower received NO denial Letter. Thereafter Suntrust did not apply any funds nor reinstated the loan until XXXX XXXX ( see CFPB case against Suntrust ). Constant false and fraudulent written statements by Suntrust XXXX XXXX XXXX from Suntrust stating in letter her letter that " fees were charged because borrower was delinquent entering trial period ''. ( see attached ) Proof XXXX Borrower was assigned a point of contact in XXXX XXXX ( see attached e-mail with point of contact information ) XXXX Borrower NOT delinquent entering loss mitigation in XXXX XXXX ( see attached receipts for the two months prior - No payments past due ) - XXXX XXXX ignores the evidence & continues to deny the fact that the borrower was current. XXXX XXXX will also refuses to acknowledge the LOST Paperwork & Faxes : Borrower provided proof that her original application was lost/misplaced, and that instead of receiving trial payments in XX/XX/XXXX as stated by loss mitigation - borrower was asked to re-submit - No trial payments could be conveyed in XX/XX/XXXX because application was lost/misplaced. XXXX Borrower had to re-submitted XXXX XXXX XXXX & again XXXX XXXX XXXX. ( see attached proof from SunTrust bank/ Fax logs ) XXXX The application for HAMP was submitted with verified-income ( all tax returns and all documents required in the borrowers package ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2016-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Mortgage Servicing Fraud False fraudulent statements by XXXX XXXX and XXXX XXXX Not sure why Suntrust would employ XXXX fraudsters in the banking business to deal with issues of this nature - XXXX employees that constantly provide written falsified evidence even in contradiction with the Suntrust statements - maybe they believe that the borrower has No original receipt or statements? Well No such LUCK! Suntrust employees providing falsified written evidence about the time line when payments were received -letters do not correspond the statements or payment receipt. This will only address the late fees charged by SunTrust for the XX/XX/XXXX, XXXX & XX/XX/XXXX payments@XXXX which were made on time and also reported delinquent to the CRA 's. The borrower was charged late fees for these on time payments ( see attached letter ) Suntrust XXXX XXXX after her investigation states that : - XX/XX/XXXX payment was received XX/XX/XXXX ( see letter ) when infact it was XX/XX/XXXX according to statement & payment receipt. - XX/XX/XXXX payment was received XXXX ( see letter ) XXXX when in fact it was XX/XX/XXXX according to statement & payment receipt. -XX/XX/XXXX payment was made XX/XX/XXXX ( see letter ) XXXX when in fact it was XX/XX/XXXX according to statement & payment receipt. By concealing the time line of these made payments Suntrust will try to conceal & justify {$280.00} charged for late fees. The late fees charged for XX/XX/XXXX through XX/XX/XXXX for all on time payments will also be addressed a total of {$920.00} ( including the above {$280.00} ). It took years to gather evidence against these XXXX individuals ( some of the responses are letters addressed to my CPA )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2016-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-07
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I submitted paper work for a loan modification with Suntrust Mortgage in XXXX. I continued to keep in contact with my Loan Preservation Representative, XXXX XXXX, who would tell me whether or not she need more information. I called to find out the status and she confirmed that everything was fine and it will be sent to the loan company. then i received a letter saying they were going to send my loan to another service co. XXXX and they would transfer all my information over to them. When i called XXXX, they told me they did not have any information on me and could not discuss the loan and until they had the information there would be no discussion. I called Suntrust and spoke to XXXX. XXXX, she claimed they sent everything over to XXXX. I called them back and found out they sent my deceased husbands ( 2008 ). name over instead of my information along with my active modification process. I am tired of playing this back and forth game with Suntrust, I am not able to pay my mortgage and it 's behind.I have been unemployed since XXXX and i would like so help. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20744
Submitted Via: Web
Date Sent: 2016-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-04
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: My bank has been changing the order transactions come in so that they are able to charge additional overdraft fees. I have a branch manager that has been helping me to credit each time but this is now the XXXX overdraft fee they attempted to charge. A recent example is I had my direct deposit go through this morning and the rent check that was deposited yesterday after business showed that it came in before the direct deposit and a {$36.00} fee was charged. I do n't keep a lot of funds in this checking account as there is no interest for having it there. Therefore ; I monitored my accounts daily and as of XXXX yesterday ; they account had {$300.00} available. The next morning I looked and noticed they jumped the rent check XXXX-XXXX transactions down along with the overdraft fee. This has been happening a lot more recently and needs to be investigated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34109
Submitted Via: Web
Date Sent: 2016-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-03-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Dealing with SunTrust Mortgage has been a nightmare and it just continues on long after closing. During application process I encountered the following : 1. lost documents they claimed held up processing when docs had been there for wks. 2. claimed had converted to new system and all staff not trained to do both so that was reason for constant delay ; got preapproval at 30 day mark and then barely made closing. I had been told entire process would be 2 to 3 weeks 3. at closing failed to send a HUD doc that had been requested the week prior ; then failed to wire the closing money to pay seller, etc. Delayed closing for 1.5 hours. and when monies arrived were {$500.00} short 4. failed to enter my autodraft and then when I changed to new bank clerk failed to key in my account number correctly causing more delays. 5. had to send in money to escrow and was given wrong address ; further delay & calls 6. sent in money to escrow with coupon for this years ' increase and they did n't record it in to my account until I called. I got email telling me I would have higher payment and then after calling twice more to get it straight got an email telling me mortgage payment for XXXX 2016 would be double what should have been ; when I called corporate ( XXXX ) told me told me to simply disregard it as it was an error yet no rebuttal email arrived. 7. I have filed numerous complaints with conflict resolution ( attaching some ) and nothing ever really changes. However, after several they sent me a check for about {$1300.00} saying their post closing review determined they overcharged me. I doubt if that would have happened had I not been complaining. 8. I could give numerous examples of minor problems and large ones through the past months but there is n't enough space ... ..everything they touch they XXXX. I have begged to have my mortgage sold. If they are this incompetent on all levels it makes XXXX wonder how efficiently they do all things. Maleficence comes to mind on at least two occasions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2016-03-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-03-04
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We got a new mortgage payment from Suntrust Mortgage. They are increasing our monthly payment from {$1400.00} to {$1800.00}. We have revised the information ( see attachment ) and all numbers are the same for the new monthly payment except the property taxes. We went to XXXX county and they increased our taxes by {$98.00} per monthy but Suntrust Mortgage is increasign our montlhy payment by {$390.00}. We do n't have budget to pay this new mortgage payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75043
Submitted Via: Web
Date Sent: 2016-03-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-02
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: INTERNET MESSAGE RECEIVED BY THE ATTORNEY GENERAL 'S OFFICE ON XXXX/XXXX/XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Phone : ( XXXX ) XXXX Email : XXXXXXXXXXXX RE : XXXX XXXX XXXX / Suntrust Bank XXXX XXXX XXXX XXXX, XXXX XXXX Phone : ( XXXX ) XXXX Website : XXXX Transaction Date : XXXX/XXXX/XXXX Amount Paid : XXXX Payment Method : Personal Check or Bank Debit Subject : Mortgage Fraud - XXXX XXXX XXXX XXXX Suntrust Bank We Own at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Week 9 Whole Interest - every year Purchased Timeshare {$10000.00} XXXX/XXXX/XXXX book XXXX page XXXX instrument XXXX Mortgaged {$9800.00} XXXX/XXXX/XXXX book XXXX page XXXX instrument XXXX paid in full per XXXX XXXX records XXXX/XXXX/XXXX - have a payment history from them - showing final payment XXXX/XXXX/XXXX satisfaction of mortgage XXXX/XXXX/XXXX XXXX book XXXX page XXXX XXXX XXXX XXXX took out an assignment of mortgage with Suntrust Bank XXXX XXXX/XXXX/XXXX book XXXX page XXXX - In the legal description this is noted as XXXX XXXX Phase XXXX even though no phase XXXX units are included in the mortgage. It only includes the following phases : Phase XXXX, Phase XXXX, Phase XXXX, Phase XXXX, Phase XXXX, Phase XXXX, Phase XXXX, Phase XXXX, and Phase XXXX. Our unit was put up as collateral in file XXXX book XXXX page XXXX. It was cited as having a mortgage on it, which according to their records was paid in full. XXXX used our timeshare as collateral, which we never assigned them the right to borrow against our unit. It was dated XXXX/XXXX/XXXX, filed XXXX/XXXX/XXXX. I received the satisfaction of mortgage after it was recorded 11 months after it was paid off. XXXX Book XXXX page XXXX, it was dated XXXX/XXXX/XXXX which was 2 days after they used it to get a mortgage on it. Their records show it was paid off XXXX/XXXX/XXXX. per the pdf payment history I received from them. The timeshare interest is in both my name and my husbands name, XXXX XXXX and XXXX XXXX XXXX. When they mortgaged it - they only used his name not mine as well. They did not use his legal name as mortgagor, it just said XXXX XXXX. They were never given permission to use it as collateral. They had tried to get us to sign some stamp which stated we were giving them the ability to use our unit to mortgage against, but we refused to sign it. I am a real estate broker in Michigan. I feel that they committed mortgage fraud with our unit. I would like to know if this is enough to make a case against them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48310
Submitted Via: Web
Date Sent: 2016-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-29
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Suntrust statement that the note was sold to XXXX in XXXX - Maybe correct that Suntrust received payment for this mortgage note but the whereabout of the note is UNKNOW. The statement that XXXX is an INVESTOR is false- Attached XXXX XXXX letter stating that they have a lien on the property because XXXX Bank is an investor and that the NOTE was assigned to XXXX in XXXX is false. XXXX Bank America 's is only the trustee - for documents for an individual investor. They are not the owner of the NOTE. XXXX assigned the note to XXXX XXXX in XXXX and conveyed the interest under the mortgage to a four years prior closed trust and already bankrupt since XXXX XXXX XXXX. Suntrust is NOT a note holder, XXXX is NOT a Note Holder and XXXX Bank is only the Trustee - which would not have documents for an already bankrupt investor. The Original Note is requested for viewing and the exact location is requested. SunTrust can not service a mortgage on behalf of a bankrupt investor. XXXX also NOT an investor or a NOTE holder can not have a lien on a property. And XXXX Bank Americas Trust ( which only holds documents in trust for the investor ) is NOT entitled to collect on behalf of a bankrupt investor. Who is the owner of this mortgage remains the question. Attached XXXX assignment to XXXX in XXXX ( not XXXX ) and to XXXX XXXX NOT XXXX XXXX as stated by XXXX. A bankrupt trust can not originate a loan. A mortgage and note can not be conveyed 4 years after the trust closed, especially not to bankrupt trust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2016-02-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-26
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I have an business account with suntrust, and i rarely use it due to the problems that always occur when i do. i am XXXX, and i was checking on my account and was shocked when i saw a negative XXXX charge. i learned from recent situations that i should call suntrust due to its incorrect online balances, so i did and each time i would call i was told that the computers were down, and i would have to call back in 2-3 hours. that would be XXXX my time, and i wasnt willing to stay up that late. i finally get a hold of them on XX/XX/XXXX and was told that my account went over XXXX dollars, and so i was charged XXXX dollars in overdraft fees! that charge absolutely shocked me. i spoke to several supervisors, and stated that this charge was unnecessary, and i was told that due to previous courtesy credits they could not provide me with another one. most of the previous credits, as i explained to these supervisors were also due to bank errors. she said that they were still considered courtesy credits, and that i would have to pay the XXXX in overdraft fees. all the representatives i spoke to seemed uninterested, and unwilling to help me. by the end of the call i simply stated that i would not be paying this fee because it was unnecessary, and the supervisors reply was i will notate the account! I honestly never use this account, due to problems i had with them before, but i was forced to due to some checks. All i want from suntrust is to take the fees off, so i can pay the XXXX i owe, and close this account. this bank is by far the worst bank i have ever worked with, and i have several accounts with banks much smaller than suntrust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30047
Submitted Via: Web
Date Sent: 2016-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes