Date Received: 2019-06-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Please accept this as a Qualified Written Request for an unredacted copy of ; the XX/XX/XXXX, " Notice of the foreclosure hearing on XXXX XXXX XXXX, XXXX XXXX, to be held on XX/XX/XXXX. '' " The notice named the current holder of the deed of trust dated XX/XX/XXXX, and the indebtedness secured thereby, to be SunTrust Bank which had accelerated the maturity of the debt ''. Thank you - XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Please accept this as a Qualified Written Request for ; 1 ) An unredacted copy of the letter addressed to XXXX XXXX XXXX, XXXX XXXX XXXX. XXXX XXXX XXXX XXXX NC XXXX dated XX/XX/XXXX, for Property Address : XXXX XXXX XXXX XXXX XXXX, NC XXXX. Please, also pursuant to ... '' written request you are entitled to the following information : '' " Copy of the signed Note ''. Please accept this as a Qualified Written Request for a ; " Copy of the signed Note ''. For clarity, I am in possession of a copy of the XX/XX/XXXX " Promissory Note '', however, I have not been provided a copy of the " Note '' as referenced to in the XX/XX/XXXX letter defined above. Thank you - XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-02
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: XXXX, XXXX, SUNTRUST PULLED W/O SIGNATURES.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72712
Submitted Via: Web
Date Sent: 2019-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-02
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: XXXX FAILESIGNATUES, D TO DELETE 10 HARD INQUIRIES, THESE WERE PULLED W/O SIGNATURES0.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72712
Submitted Via: Web
Date Sent: 2019-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was advised to apply for Chap. XXXX Bankruptcy back in XXXX due to significant medical bills incurred from my son 's illness. I was assured that our mortgage would be safe and that we could continue making payments. However, during the entire process of bankruptcy until it's conclusion in XXXX, SunTrust mortgage company would not allow us to pay. Our lawyer had tried to set up a special payment plan, but they would not accept our payments or speak with us until the bankruptcy was complete. As soon as the bankruptcy came to a conclusion, I contacted SunTrust Mortgage to resolve our unpaid mortgage. They advised us to apply for the Mortgage Assistance program, which we did immediately. They lost our paperwork, had missing pieces, and eventually we ended up submitting the paperwork three times. Once we were officially in the program, we made our payments on time each month. We were enrolled for 6mo. At the end of that time, we were sent paperwork to fill out and get notarized to complete our mortgage preservation and return to a regular mortgage set up. We filled out the paperwork, had it notarized, and sent it back well before the due date. Our final payment included in the package with the notarized paperwork was cashed by SunTrust before the due date even came ( XX/XX/XXXX check was cashed ). When XXXX came, we had still heard nothing from them, so I called to try to make another payment. I was told that we didn't have to pay XXXX, and by XXXX we would be returning to our regular mortgage payments through their website, with a new balance of {$97000.00} left to pay. The employee I spoke with did let me know that there was a note on our account that they could not locate our notarized paperwork, but she told me that she would figure it out for us. She said worst case scenario, she would just send us the same paperwork to fill out and notarize again so they had a copy. I faxed her a copy of our bank statement showing a copy of the cashed check on XX/XX/XXXX so that they would have proof that the paperwork was submitted. The following Monday afternoon, we received the paperwork in the mail, so I figured they had lost our original. My husband and I both work in the XXXX XXXX, so we work 12 hour shifts. He worked Mon, Tues, Wed ( through all open hours of the notary ), and I worked Thurs ( through all open hours of the notary ). Friday, we went to the notary, had the paperwork completed, and sent via XXXX that afternoon to SunTrust. The following Monday, we began receiving notices that our home was to be placed in Foreclosure. I called SunTrust immediately, and they stated that because we had not returned the second set of paperwork within 72hrs, they had kicked us off of the program and we were being sent for foreclosure of our house. We were never told that we had to return the paperwork within 72hrs, and there was no physical way we could have done that with our work schedules. I called SunTrust multiple times and each time was given a different employee to speak with. Each giving me different answers, and none knowing exactly what was happening with our account. The following week, we were told that they would not accept our final paperwork, despite having cashed our check and lost our original copies from XXXX. They told us we had to resubmit all of the paperwork to get back on the Mortgage Assistance program. We resubmitted that paperwork, and have yet to hear back, despite leaving voicemails for the person who is supposed to be in charge of our account. We currently reside in this home with our two young children, ages XXXX and XXXX years old. We have been begging SunTrust to allow us to make payments on our mortgage. They have been nothing but difficult, unprofessional, and resistant to helping us re-establish good standing with our payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2019-05-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2019 SunTrust Bank froze my account and put all of the money XXXX {$2100.00} XXXX into review. On the XXXX of the same month the money was removed from the account by SunTrust. We have called the bank trying to get information on what is happening, the most we have been told is that the funds in the account are in review and wont be returned to us and that they are awaiting a request from the issuing institutions to reclaim the money. They wont tell me witch institution it is or what caused the suspicion that started the review and keep telling us that we will get a letter in the mail explaining the reasons. All we have received from them is a letter telling the same non-answers we've been getting over the phone and check that we received today, XX/XX/2019 in the amount of {$1.00}. All of the funds in the account came from either an IRA account that I cashed out or from my contract work with XXXX. I have spoken with XXXX XXXX and they no information and XXXX is almost impossible to get anyone with any forum of information, regardless neither of them has any information for me. This was every penny I had to my name in this account, I am about to lose my car and am having a hard making regular bill payment as work has slacked off and I only make $ XXXX/hr. at my little XXXX XXXX and all of credit cards are now maxed out from my attempts to stay afloat.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37412
Submitted Via: Web
Date Sent: 2019-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-31
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/2019 my wife paid our housekeeper {$95.00} by check from XXXX XXXX XXXX XXXX. Our housekeeper deposited the check by mobile. The check was accepted by SunTrust Bank and then bounced, although there was {$29000.00} in the account. Our housekeeper was charged {$12.00}, which we reimbursed. Today, my wife went to SunTrust Bank in XXXX, FL. She spoke to a banker there who explained that the check account number was cut off when photographed and, although accepted, was not processed. Help me to understand why a computer glitch by the bank should cost me. T
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 329XX
Submitted Via: Web
Date Sent: 2019-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-30
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/2019 Suntrust Bank placed an hold on my business account for no reason and my {$7200.00} has been held until today. I tried to contact Suntrust several times but they keep telling me that my account is under review. This issue really affected my business, it has been 2 weeks now and I can't do any business transaction while my capital is held
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30093
Submitted Via: Web
Date Sent: 2019-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-30
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I recently opened an account with SunTrust Bank. On XX/XX/2019 I deposited two XXXX checks from the United States Treasury which were issued for XXXX. I verified with the Social Security Administration that the checks were genuine. On XX/XX/2019 i called the local SunTrust branch after viewing the mobile app and there was a fraction of the total deposit being held, but the rest showed available. I was dually informed the possibility of a hold was likely, but would be returned. I proceeded to make purchases during the day and when I tried to use my card just an hour later I found that my account was closed. I called the customer support and the lady was dumbfounded and bluntly told me she had absolutley no clue how or why it happened. I called the branch this morning and the manager informed me that the account was closed due to possible fraudulent checks and I was being sent the remaining amount in 7-14 business days. If there was an evaluation of the checks, they should have just locked the account until the answer was found. Furthermore, I shouldn't have access to the funds at ALL until the research was complete. Now I have to wait two weeks to get a check from SunTrust to get the money that the government gave me? In that time my phone will be shut off, I won't be able to provide for myself or family, everything I had was in that account. Something needs to be done about this. I've read news reports that this exact same thing has happened before SunTrust has corrected it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2019-05-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Suntrust Mortgage currently services my home loan, which includes the escrow of taxes and homeowner 's insurance. This is the second year in a row that Suntrust has not issued payment to renew my insurance policy in a timely fashion. As a result, I have had to come out of pocket, in addition to my escrow funds paid throughout the year to pay for the policy ( since Suntrust failed to issue payment ontime ) and am now seeking reimbursement from the servicer. More specifically, my insurance policy renewed XX/XX/XXXX. Prior to the renewal, we changed the agent of record to a local office, XXXX XXXX XXXX, to avoid issues that we had the prior year with Suntrust and the previous agent on record, XXXX. The Agent of Record change took place on XX/XX/XXXX with a copy being sent directly to Suntrust from XXXX XXXX XXXX. Once it was time to renew, I received a copy of the renewal bill and I personally sent a copy via fax to Suntrust on XX/XX/XXXX. Note, payment needed to be issued on or before the renewal to avoid possible cancellation. I also asked XXXX XXXX to fax a copy of the bill the same day. I received confirmation the following day, XX/XX/XXXX that the information had been sent to Suntrust by the agency. Then, my insurance agent suggested I call Suntrust just to verify they received the bill and the balance was being processed. I called Suntrust on XX/XX/XXXX at XXXX. I connected with an agent who confirmed that they received the bill and payment was scheduled to be released XX/XX/XXXX, the date of the renewal. I updated my insurance office with this information the same day and have record of that correspondence. XX/XX/XXXX. I received a call from my insurance agency 's office. The payment still hadn't been processed/received by Suntrust. I placed another phone call to Suntrust at XXXX, XX/XX/XXXX. I connected with a representative who advised they never received any copies of my bill, agent of record change and they had no records of my previous calls. Therefore no payment was made and that if they did not receive proof of payment they would place forced-placed insurance. Maybe there would have been some confusion - however, given I had been through this exact same fiasco in XXXX with Suntrust, I was adamant it wouldn't happen again and made multiple efforts to deliver this information to Suntrust. Now, I have had to come out of pocket AGAIN to fund the policy and am going to seek reimbursement from Suntrust. Disappointing is an understatement. I understand how frustrating CFPB complaints must be for Suntrust to have to respond to, but the lack of diligence from the escrow department is challenging to understand. Had I not had the extra funds to pay the insurance policy this would have been an even worse scenario.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33176
Submitted Via: Web
Date Sent: 2019-05-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A