Date Received: 2015-07-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have my home mortgage with Suntrust Mortgage Acct # XXXX. Name : XXXX XXXX XXXX. On XXXX/XXXX/15, a very large tree fell on my house during a storm. The insurance adjuster came out, the next day, took pictures, said it was a total loss. I signed a form for him to get the payoff from Suntrust, the insurance was just enough to pay off the loan. He told me to call them, give them his name the claim #, etc, and let them know it would take 3-4 weeks and explain that I could not make a payment because I needed all my available funds to find a new place for my family of XXXX to live. I did that. A few days later, they started calling me. Every day I explained the situation to them, told them the insurance company was going to pay it off. Yet they still called everyday to harass me. On XXXX/XXXX/15 I went to the bank and showed the branch manager the pictures and explained everything to her and she tried to get a manager in the mortgage department to stop the calls, also. Today, a girl named XXXX called again telling me I needed to make a payment. I thought once you told them to stop calling you, they could only contact you by mail. I have enough stress, trying to put a roof over our heads and get beds to sleep in, I do n't need them harassing me to make a payment.
Company Response: Company chooses not to provide a public response
State: SC
Zip: 29625
Submitted Via: Web
Date Sent: 2015-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-20
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am concerned that the payments that I 'm making are n't being applied to my loan appropriately. I have just come out of a bankruptcy that was dismissed in XX/XX/2015 and I 'm no longer attached to the debt. However during the bankruptcy i 'm told I was charged late fees, I was billed for a corporate advance fee ( to have a sun trust rep come out and look at the home ) I ca n't confirm that any of this took place. There were no documents to sign, no appointments. While in the bankruptcy I was denied a plan ... when I sent notice to the my bankruptcy atty and copied documents from the office of attorney general for fraudulent acts by lenders.. I received an approval for assistance thru the loss mitigation stating they would allow me a XXXX repayment plan. I was denied forbearance because I was n't unemployed. The regular collections dept would not set up a payment arrangement with me on the XXXX balance set up by someone within SunTrust but there is no way I owe XXXX. It 's the fees they 've attached and the billed me for the months I had already paid .So why include that in a payment plan. No one has a consistent balance. I have correspondence showing that I only owe XXXX but actually less because I had made a payment after the balance was given. so it 's one month behind with XXXX late fee charge. The lender will not look at the suspense and calculate. Nor do I believe they are thoroughly appropriating the Preservation process. XXXX department does n't know what the other is doing. I believe the process should be done by a third party because it 's not seeming to balance out. I have never been XXXX behind on my mortgage and never 3 months behind. I have contacted HUD and the Attorney Generals Office again. Please help me
Company Response: Company chooses not to provide a public response
State: GA
Zip: 30157
Submitted Via: Web
Date Sent: 2015-07-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-17
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I have a dispute still under investigation with XXXX of the credit bureaus. XXXX XXXX XXXX is the debt collecting company collecting on behalf of Suntrust Bank on my credit card debt. Even though I have been paying on time according to the negotiated terms and allowing the company to directly debit my bank account they are still reporting me monthly as paying late because they are using my total balance owed as past due instead of reporting the amount due as the payment amount that they agreed to accept as a monthly payment in XX/XX/XXXX. I am being intimidated and/or threatened by this tactic. When I spoke with a XXXX XXXX XXXX on XX/XX/XXXX to try and resolve this issue with them directly, he essentially told me that they would continue reporting me as late until the entire balance is paid off. I acknowledge that I owe the balance but if I could pay the whole balance off in XXXX lump sum I would not be in this situation. I am trying to do the right thing by paying as agreed according to the negotiated terms of repayment.
Company Response: Company chooses not to provide a public response
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-15
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: During a recent approval process for a mortgage from a Colorado lender, a credit report revealed that SunTrust listed a XX/XX/XXXX former mortgage, unrelated to me of which I will explain, as " Foreclosed. " This home was clearly awarded in a divorce settlement ( court document provided and highlighted ) XX/XX/XXXX where former spouse was to " ... receive sole and exclusive ownership ... '' would be " responsible for the monthly payment of the mortgage, the home equity line, taxes, and all other debt associated ... '' and " holds the Husband harmless from any liability associated.. '' Furthermore, a Quit Claim Deed ( document provided ) was signed to former spouse XX/XX/XXXX. Not only do these documents absolve me but most convincing is a letter ( document [ s ] provided ) dated XX/XX/XXXX " pleased '' to reference the loan " paid-in-full '' by SunTrust 's Lien Release Department accompanied by the Payoff Department 's notarized Release of Mortgage document. Despite these clear documents SunTrust states in a letter today that " we determined the account is being reported accurately to the consumer reporting agencies and will continue to be reported in the current manner. This is preventing me from acquiring a mortgage loan and is willfully wrong. Please help.
Company Response: Company chooses not to provide a public response
State: FL
Zip: 32771
Submitted Via: Web
Date Sent: 2015-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My SunTrust HELOC was going into repayment. I received multiple notices and phone calls informing me of my options to extend my repayment up to XXXX years at about 4.75 % .. At XXXX point about three months ago I had asked what the interest would be on repayment of the existing loan and they told me over 5 %. So I spent time looking into other HELOC options or rolling it into a refinance of my home. Finally SunTrust sent an agreement by XXXX to be signed for a XXXX year HELOC extension. I called to ask about the offer and I asked again what the interest would be on repayment of the existing HELOC. They said they did n't have that information and I would have to check my HELOC agreement. After trying to push the 20 year HELOC for a few more minutes I told them it was strange that they do n't know the interest for my existing loan and I ca n't make a decision on moving forward with a new HELOC without that information. They then gave me another phone number and at this number they informed me that the payback interest is only prime ( about 3.25 % ). There was a carefully laid plan to deceive me and push me to sign a longer term loan at a higher interest rate. This is clearly unethical practice and should be stopped immediately.
Company Response: Company chooses not to provide a public response
State: VA
Zip: 20170
Submitted Via: Web
Date Sent: 2015-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-14
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: In the process of refinancing my house with suntrust mortgage company I was providing all the documents required and following all their instructions to have my house refinanced. The whole time I was being led to believe that everything was on track. during this time I was told that I need an appraisal on my house and that cost XXXX. Everything is on track I believe. I would call suntrust to follow up on the progress of my refinance and was told that paperwork was being processed. Approximately two weeks after the appraisal someone from suntrust called me and said that I was denied to refinance my house because my income to debt ratio was to close. I had never spoken with this person during my refinance process and he could not answer any of my questions. I called the agent I was working with and had to leave several messages before he would return my calls. When he finally called me back I explained to him that they should have known I was approved before they took my money. I have spoke with other lenders who said they should have never taken my money until they knew the deal was going through. My agent at suntrust assured me that the money would be refunded to me within seven to ten business days. It 's been over two months now waiting for my refund. Every time I call suntrust I get an assurance that the money is on its way. I have been very patient but I feel like their giving me the run around. The last time I called he told me that the appraiser is sending me the money but I have yet to see a check in the mail. I spent almost XXXX with no service provided. I think it 's wrong, illegal and very dishonest what they are doing and how they handle their business. I would like my money back so I can use that to go a different route in refinancing my home. During the process there was never a change in my income or credit. They had all the proper paperwork with my income/debt. With that information with them they should have been able to determine weather or not my refinance was going to go through before they charged me for the appraisal.
Company Response: Company chooses not to provide a public response
State: NM
Zip: 87111
Submitted Via: Web
Date Sent: 2015-07-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-13
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am in an active approved short sale on my home with Suntrust Mortgage. They are my XXXX lender, and are attempting to foreclose. They JUST approved the short sale XXXX/XXXX/15 -- as we have a BUYER, w/ earnest money and pending due diligence/inspection. In the SAME document, they stated that they may still go forward with a foreclosure. I can not understand why they would give us until XXXX/XXXX/15 to close on the sale of the home, yet still state that they are going to possibly foreclose. I want SUNTRUST to REMOVE ALL POSSIBILITY OF FORECLOSURE ( they attempted to foreclose XXXX/XXXX/15 and I had to go file a bankruptcy to prevent foreclosure ) and allow us to satisfy all parties : the seller, the buyer, the realtors and the bank. The realtors spent countless hours finding a real buyer with a family, NOT an investor to flip the home, I have endless stress due to the inability to be clear on their intentions. PLEASE LET US CLOSE AND MOVE ON. They will not even offer me CASH FOR KEYS so I and my family can move -- there are no funds to do that. They said they would refuse the short sale if we asked for any money from them for ANYTHING ELSE. Give this new buyer a chance to have this home, let me exit with dignity from a cleaned home ready for the new buyer, allow a small amount of CASH FOR KEYS TO RELOCATE and the American dream will inevitably be reached by all parties. Suntrust needs to be less greedy and more accommodating during this long awaited transaction.
Company Response: Company chooses not to provide a public response
State: GA
Zip: 30066
Submitted Via: Web
Date Sent: 2015-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Suntrust Mortgage Inc. has been continuously harassing me while mishandling my mortgage/escrow funds. I received an Escrow Analysis of my mortgage ( which they service ) back in XX/XX/XXXX. They claimed that payment will be increased from {$2800.00} to {$3100.00} due to escrow shortages that their representatives could not explain. After numerous calls to and from their collections department claiming I owe XXXX of dollars to them, these are some of the reasons they gave ( All conversations were recorded, or at least they said they were ) :1 ) My interest rate has gone up ... WRONG, I have a 15 year fixed rate. 2 ) We have not received last month 's payment ... WRONG, I pay automatically & electronically every month and I could see that they did indeed receive payment. 3 ) They said that my property Insurance & Taxes increased ... WRONG AGAIN, I personally verified that neither one had changed. 4 ) They said because I pay on the XXXX, prior to the XXXX of the month due date, that it was being applied to principle because it was being received early ... WRONG, This is the way I have been paying since day one of this loan and no such problem ever existed. BOTTOM LINE IS, no one there was competent enough to explain to me why I owed them thousands of dollars when I never missed a payment. I finally managed to find a rep that at least made some sense of it all. She said, " that because my payment went up by {$320.00} per month that my old payment amount was being applied directly to the principle or held in limbo in XXXX of there own bank accounts. '' She, too, could not explain why the increase in payment. So I made 2 months of the increased payments ( {$320.00} per month ) while I researched to get some answers. I have concluded ( without any help from any Suntrust Reps ) that the reason for the increase in Escrow are their own XX/XX/XXXX PROJECTIONS of my Insurance & Tax increases, neither of which can be verified. In fact, I personally went down to the Tax Office and they told me that my XX/XX/XXXX Taxes will be exactly the same amount ... actually a few XXXX less due to Homestead Exemption which I just applied for. I have tried to explain all of this to Suntrust Reps. but they just do n't want to hear any of that. All they see is that I owe Thousands of dollars and I receive many calls per day trying to collect it. I recently received a whole packet explaining how I am over 30 days past due and owe over {$9000.00} counting my XXXX payment ( which, of course, has been paid as usual ). They are offering me help and even to REFINANCE me! Can you believe that? I am sure the next thing I 'll be receiving is an intent to seize my proper notice. PLEASE HELP, I have researched this company and realize that they have more complaints against them than they could possibly handle. PLEASE HELPCFPB, Federal Partners, and State Attorneys General File Order Requiring SunTrust to Provide {$540.00} XXXX in Relief to Homeowners for Servicing Wrongs. PLEASE STOP THEM AND WHAT ABOUT MY CREDIT REPORT???
Company Response: Company chooses not to provide a public response
State: TX
Zip: 765XX
Submitted Via: Web
Date Sent: 2015-07-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-10
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: A bank fraudently claimed ownership of land that isnot there property. In an attempt to sell a home they rippeddown posted signs, removed a house trailerand sold it, and trespassed. They refuse toreturn any phone calls and will not talk to lawenforcement. They are attempting to sell a propertywithout a proper land survey, then leave the messto my family and the new land owner in an effortto make a quick profit- this is fraud. The Bank is Sun Trust. The land has been in my family for about 100years with well defined borders. The addressis next to the banks land at XXXX XXXX XXXX PA. I have attempted to call SunTrust 18 times, they will not respond. I filed a policereport with the State Police, but they hang upon law enforcement and refuse to answer anyquestions. They hired a people to illegallytrespass, rip down posted signs and stealproperty- an RV home. This all is an attempt toile a quick saleand profit before law enforcement can react.
Company Response: Company chooses not to provide a public response
State: NY
Zip: 11803
Submitted Via: Web
Date Sent: 2015-07-10
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-10
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: On XXXX XXXX, 2015, I filed an affidavit of fraud with Suntrust Bank, after reviewing my bank statement and noticing XXXX ( XXXX ) fraudulent charges for the period of XXXX XXXX, 2015. A total of {$940.00} worth of charges stemming from XXXX, Michigan was deducted from my account using my bank debit card information. After submitting the affidavit of fraud to Suntrust Bank, I was given a refund of {$120.00} for XXXX ( XXXX ) of the XXXX charges. I was told that I would need to contact XXXX directly to inquire about a refund for the amount of {$480.00}, in which I did, and XXXX was able to conduct a payment search, located the fraudulent charge and reimbursed the amount immediately. Suntrust Bank then gave me a provisional credit of {$460.00} for the remaining charges, which included a XXXX of XXXX amount of {$310.00}. Several days later, Suntrust Bank reversed the provisional credit all but {$120.00}, indicating that I have a past history of making payments to XXXX and shopping at XXXX XXXX. I do have a history of making payments to XXXX of XXXX XXXX XXXX, but NOT to XXXX of XXXX, which is were the fraudulent payments all stem from. I do shop at XXXX, but in the XXXX area, and NOT in XXXX. As such, I submitted a rebuttal to Suntrust on XXXX XXXX, 2015, and was then told that it takes XXXX days for the investigators to make a decision. I believe it is absolutely ridiculous that I have to fight a bank that I have been a customer with for over XXXX years regarding fraudulent charges. Further, it is beyond understanding why they were able to refund most of the other charges that were also made in XXXX, but refused to reimburse XXXX of the largest charges.
Company Response: Company chooses not to provide a public response
State: MD
Zip: 20743
Submitted Via: Web
Date Sent: 2015-07-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No