Date Received: 2015-06-10
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: I refinance my mortgage and it has been almost 2 months since my mortgage has been paid in full and Suntruct will not refund the money that was in my escrow account.
Company Response: Company chooses not to provide a public response
State: VA
Zip: 23834
Submitted Via: Web
Date Sent: 2015-06-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-09
Issue: Settlement process and costs
Subissue:
Consumer Complaint: On XXXX XXXX, 2015 I reached out to a loan officer at Suntrust Mortgage in XXXX Maryland regarding a VA XXXX He quickly filed the paperwork and sent it to me. I signed the paperwork and asked my wife to hand deliver it to his office, since it is close to her place of employment. He then sent me another set of paperwork to lock in the rate. We then communicated via email that this was the rate to be locked in. Now, two months later, after hearing him complain about how busy they are, he is trying to tell me that not only is my rate not locked in ( and it would have been more than .5 % lower than what is available today ) but that he has had to add on extra fees. It has taken so long that I have had to make a mortgage payment in between, and I am concerned that they will use that fact as justification to change the deal. Since rates have gone up so much since then, I can not go anywhere else to get that deal. I was working with another company to refinance, but since my money is in a Suntrust bank, and my original mortgage was with them, I figured that I would give them the opportunity to match. They did, now they are trying to back out of it, and making all sorts of excuses. I have been in contact with the Branch Manager, who has yet to reply, the Loan Officer called me after I sent the initial email to his manager and angrily raised his voice on the phone with me. I do not want anything more or less than the deal that I signed. All of these " technicalities '' that go unexplained, and that benefit the banks, are the reason nobody trusts them anymore. I have made every attempt in the past two months to maintain lines of communication with this loan officer, and all I get is excuses, if anything at all. This is unacceptable. Suntrust Mortgage is allowing this to happen. If I had the ability to contact their executive membership, I would. Veterans, Beware. This bank, though it is XXXX of the better XXXX I have worked with, has some shady people in their Mortgage department. But, they are only human. I trust that they will eventually do the right thing. I hope. It is a savings of XXXX dollars per month, and that is quite a lot. Two months is too long for a VA " XXXX '' XXXX.
Company Response: Company chooses not to provide a public response
State: MD
Zip: 21060
Submitted Via: Web
Date Sent: 2015-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-06-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My bank neglected to notify me that my escrow was behind. After not notifying me they sent documents to my bankruptcy attorney advising they did notify me. I made my payment every month for the amount I thought was due. I spoke to the bank and was advised that. They did not notifyme because of the automatic stay. My attorney advised theywere sent a release letter so they could advise me. My loan payments has increased since my bankruptcy andI was notified. In an effort to resolve the issue I calledSunTrust bank and asked what is owed. They refused toto tell me and refused to allow me to make payments. They advised we want to go to court even though weknow you are trying to fix this. They have {$1700.00} in escrowplus I sent an additional XXXX even though they refused. My payment now is XXXX I have been advised. The first {$2000.00} I sent afterthey refused my phone payment was made electronically from my account. I called to verify receipt and was told we got XXXX on XXXX XXXX 2015. This must be wrong I haveproof you got {$2000.00} then I was told the rest must have gone to fees. I am being forced into possible foreclosure for some reasonSunTrust wants my house not payments.
Company Response: Company chooses not to provide a public response
State: VA
Zip: 23234
Submitted Via: Web
Date Sent: 2015-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have a single family home, that is carrying ( XXXX ) mortgages. I would like to know how to go about combining them into XXXX, I brought the home in 2006, for {$200000.00} and is still paying interested instead of paying on the principal. I did loan modification XXXX, but that did not help me, if anything it hurt me instead. Because the principal went up. However, my question to you, is there anything a person like me can do to get my mortgages in XXXX. Also the house only value {$180.00} the last time I checked.please can someone look into this please.
Company Response: Company chooses not to provide a public response
State: GA
Zip: 300XX
Submitted Via: Web
Date Sent: 2015-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-06
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I applied for loan mortification from SunTrust mortgage, and was denied, sent all information they requested, and I do n't understand what 's going on. I just ca n't lose my home to foreclosure. I do n't owe but {$14000.00}, I need to keep my home, I 'm a XXXX year old XXXX & been married for XXXX years. I need help.
Company Response: Company chooses not to provide a public response
State: GA
Zip: 30087
Submitted Via: Web
Date Sent: 2015-06-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-05
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Update # XXXX : It is now Friday, XXXX XXXX. Our mortgage loan did not close. Despite the transfer of all settlement documents to the closing company last night after XXXX ; the snatching of the last available appointment the closing company had for today at XXXX ; after all questions had been answered and verified to the MI Company XXXX after SunTrust said, " all we are waiting on is the MI Certificate of Coverage which we will get in the morning ... and knowing they would send it straight to the closing agency ASAP ... We were called by the bank at XXXX today, Friday XXXX XXXX, and told, " The MI Company denied you. " This has been a nightmare. The MI Company, XXXX, says this on their " About Us '' page : '' Approved by XXXX and XXXX XXXX and licensed nationwide, XXXX is a private mortgage insurance partner you can trust and rely on. " I fully qualify for this loan having met every. single. standard. put into print by XXXX and XXXX XXXX - and in most cases, I have exceeded those guidelines. The loan was approved through XXXX levels of SunTrust underwriting with strict attention to XXXX and XXXX XXXX 's published guidelines. For the MI Company to not conduct their review by XXXX XXXX XXXX guidelines and insure a qualifying loan for no clearly defined reason other than " ... we 're worried about his student loan ... '' is certainly their prerogative, no doubt. XXXX is a privately owned company in the United States after all. However, at that point, their private business needs to be excluded from all participation with XXXX XXXX XXXX. ... meaning all future loans their private business DOES insure for coverage should be disqualified for sale to XXXX XXXX XXXX. It is the only right thing to do. Since MI coverage must be in place in order to sell a conventional mortgage to XXXX XXXX XXXX, and the mortgage companies will not close a conventional loan that they can not re-sell to XXXX XXXX XXXX, and the borrower is left at the mercy of the MI company ... .well, you can see that it is the borrower that gets caught needing something that is " required '' by XXXX XXXX XXXX and then, being denied by a private company ... ESSENTially killing a sale that was 90 days in the making and 3 days past its contracted close date. Not exactly ideal for the borrowers. At this point - XXXX again on a Friday afternoon - everyone is now scrambling. The seller would like to void the deal. The realtors are suggesting a lease/purchase arrangement while SunTrust figures this out. The mortgage officer is researching whether or not SunTrust can cover their fault with self-insurance of our loan so we can close. Our personal bank will close at XXXX this afternoon. Our movers are scheduled for Monday morning. And I - well, I 'm trying to focus on my job and suppress the panic of knowing our lease has been terminated for our current residence and soon, if nothing changes over this beautiful XXXX weekend, I will have no housing for myself and family. And, absolutely none of this nightmare was within my realm of control. My obligations and criteria were fully met. Wow. I really do not think it 's supposed to work this way.
Company Response: Company chooses not to provide a public response
State: VA
Zip: 240XX
Submitted Via: Web
Date Sent: 2015-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-04
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Refinance my mortgage paying off the mortgage I had with Suntrust on XXXX XXXX, 2015. They ( Suntrust ) was supposed to send me a cheque with my balance on the escrow they are holding for the amount XXXX. Up to today I have not received the fund. They are claiming that they have send me by check the above amount and I have not received it. Let me point out no letter has been lost and I have even received their latest communication final escrow account disclosure send to me on XXXX XXXX. In their they are claiming that they have refund me. I keep calling them and they keep saying the check was send out few weeks ago. The amount is important and they are withholdin it without any justification. The check lost is an easy way of delaying the reimbursement.
Company Response: Company chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-06-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-04
Issue: Taking out the loan or lease
Subissue:
Consumer Complaint: I went up there to look at a XXXX with my nephew. He is in the XXXX XXXX and I did n't want him XXXX over by dealerships around his XXXX. Without any credit yet they said he needed a co-signer in order to get it. I repeatedly asked the salesperson, XXXX, if I co-signed would it show up on my credit due to me planning on buying a car this week. She repeatedly said it would n't unless I took over the loan. I agreed to co-sign. I asked the finance person repeatedly the same thing. She also said it would n't show on my credit report. Went to buy my car today and was turned down due to already having a car loan. Went back to dealership and the finance person denied that I even asked even though I have XXXX witnesses that were in there. These people will lie to anyone in order to make a deal.
Company Response: Company chooses not to provide a public response
State: SC
Zip: 29625
Submitted Via: Web
Date Sent: 2015-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-06-04
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have been instructed by SunTrust Mortage rep over the phone that I need to come up with {$11000.00} cash to be able to cancel MIP or Mortgage Insurance from my FHA loan. I have secured the fund with difficulty and mailed them the check ; however, the institution declines to cancel MIP. The office of president is simply telling me it was a mistake! I want Suntrust either remove monthly MIP or refund my fund with damages that caused me such as processing fee, application fee and the interests on the fund.
Company Response: Company chooses not to provide a public response
State: VA
Zip: 20165
Submitted Via: Web
Date Sent: 2015-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-06-03
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Our sales closing date was today, XXXX XXXX, 2015. XXXX XXXX - Our loan application package was submitted in full with the understanding from our chosen lender that " as soon as all the papers are verified as received, we will pass them to the underwriter '' - every. single. document. requested was provided to the lender and the lender confirmed receipt in full. **XXXX! ** XXXX - The package was given to the underwriter. XXXX XXXX - a few additional documents were requested. These were provided by return email within XXXX business hours. Monday, XXXX XXXX - was a holiday. Friday, XXXX XXXX at XXXX - the lender requested ANOTHER document. Monday, XXXX XXXX at XXXX XXXX - the requested document was sent by return email with a gentle reminder that we were scheduled to close on Tuesday, XXXX XXXX. Monday, XXXX XXXX at XXXX XXXX - we were phoned and told the closing documents would not be ready by XXXX XXXX at XXXX XXXX and that the lender would call in the morning and " let us know when the documents could be ready ''. After no call in the morning, our realtor phoned and rec 'd voicemail and I emailed the lender 's manager for an update. The lender called and said " no closing today ... or tomorrow - the fully underwritten package would be sent to the MI company on Wed, XXXX XXXX. ( WHAAAATTTT???? ) and perhaps close by Friday, XXXX XXXX ...? '' PERHAPS???!! ... .by ... ..Friday???! What is our recourse? Who compensates us for the loss of income for the days we have taken off of work to close and move? for the current lease that has been cancelled? for the movers that have been scheduled? for the family that is now unable to move in here because we can not move out? for the pre-move-in renovations and repairs that can not now be done because the builders and contractors are fully scheduled for the rest of the summer and fall? Who watches our dog during the move because the kennel is now full with summer vacationer 's pets? I mean, EVEN IF THE LENDER HAD DENIED OUR LOAN 5 WEEKS AGO!, we would be better off than we are now. Had they said WE WILL NOT TOUCH YOUR DOCUMENTS UNTIL THE END AND THEN, WE PROBABLY WILL NOT MAKE YOUR CONTRACTED CLOSING DATE, we could have arranged a lease/purchase with the sellers and moved on time. IF THE FAULT WAS OURS, we would eat the delay and apologize profusely, but we had no fault. Our package was complete and the requested additional documents were minor, and WE GAVE THE APPLICATION PROCESS EIGHT WEEKS. There was no reason for us to believe the lender would not meet our extremely generous future close date. What can be done to close tomorrow, Wed XXXX XXXX? Does the CFPB have any pull to coerce an immediate solution? An immediate close?? Or can you only listen to us complain about a broken system? Lenders need some serious XXXX XXXX. ... and some financial penalties TO. THE. BORROWERS. when they have been such pompous and ignorant butts about the whole ordeal. XXXX knows if my mortgage payment is late - " ... maybe Friday ... '' - I 'll pay a financial *and* a credit bureau penalty.
Company Response: Company chooses not to provide a public response
State: VA
Zip: 240XX
Submitted Via: Web
Date Sent: 2015-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No