Date Received: 2018-12-06
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: The collection department of Suntrust Bank Mortgage has contacted me over the telephone several times the past month, yesterday, and today XX/XX/2018 alleging that my mortgage payment is due and delinquent, when it is not. Their collector uses intimidating warning language and false facts ( ... this call is being recorded for debt collection puposes, your mortgage is due as of the first ... or someting like that ). They bought my loan recently, and as a result one of my payments went to the old mortgage company, which I guess put me on their bad list. I corrected the mistake as soon as I could, but they have blacklisted me and therefore the baseles, harassing and bulling calls started. The calls are harassing and demeaning ( one of their agents demeaned me by mocking my accent and pretending to speak mocking XXXX ). I tried requesting them on the telephone to stop, with no avail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90630
Submitted Via: Web
Date Sent: 2018-12-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I was advised when attempting to refinance a construction loan that I was being reported delinquent on an 2nd mortgage Adjustable Rate Mortgage that I have with SunTrust Bank. On XX/XX/XXXX I called SunTrust Bank to inquire. I was advised that my account was past due. I immediately brought the account current and updated my information on the account. SunTrust had an address that did not belong to me and a phone number that I have never owned or authorized to be on my information. The address was a XXXX XXXX XXXX XXXX XXXX TN and the phone number was a XXXX area code. Neither are address in which I have ever lived or used for any personal or business transactions. When speaking to XXXX XXXX from SunTrust on XX/XX/XXXX, I advised that the 2nd Mortgage account did not have the correct mailing address and/or contact information. I advised SunTrust that I have never received a statement from their institution regarding this Adjustable Rate Mortgage, changes in the rate or payment, attempts to collect, delinquency and/or refusal to post any further payments. This seems to be a Regulation Z issue ( e.g. 12 CFR 1026.20 ( c ) ). I advised XXXX XXXX that I had called previously and had my personal information updated in XX/XX/XXXX and/or XX/XX/XXXX when this property was transferred to my LLC. All paper statements were to be sent to an Iowa address to the attention of my proxy. The LLC was responsible for paying these payments monthly and any change in payment would be sent to that address to the attention of my proxy. These accounts have been paid via bill pay perfectly for over 13 years. SunTrust in stating that the XX/XX/XXXX and XX/XX/XXXX ARM changes were made and the payment of {$170.00} per month was now short and remained short for over two years. During that period of time I did not receive any communication from SunTrust. The {$170.00} payment has been paid monthly for 13 years. In XX/XX/XXXX SunTrust refused to receive any further payments. All notifications, attempts to collect were done to the wrong address and wrong phone number despite SunTrust having updated the correct 1st Mortgage account information and having a checking account with my personal and work information at their disposal. I have been a SunTrust customer for nearly 20 years. The account information has remained current on those banking accounts. On XX/XX/XXXX, I opened a compliant with the Mortgage Escalations Resolution Team. XXXX XXXX took that call and advised they would call every 7 days until this is resolved. I received a call on XX/XX/XXXX regarding the compliant and that was the last contact that I had received from Suntrust. SunTrust did not honor their resolution commitment to make personal contact with me. A letter was dated on XX/XX/XXXX that was sent to my attention by XXXX XXXX, Home Preservation Client Representative. This letter advised that within 7 days I would hear from SunTrust. On XX/XX/XXXX, SunTrust mailed a letter advising they would not correct the credit reporting and that my account was current as reported. I called SunTrust on XX/XX/XXXX at XXXX and advised XXXX that I disagreed with this review completed by SunTrust and I wanted my credit corrected immediately. I advised that I had never received statements and the only reason for the delinquency was that SunTrust refused to post any further payments. I advised that I had not received any letter, phone calls, collect notifications from SunTrust. The only contact I have received is a copy of my banking statement via my work email and countless phone calls to purchase another credit card or refinance my mortgages. At no time did SunTrust notify me of the delinquency. I also went by SunTrust Bank on XX/XX/XXXX and saw Personal Banker XXXX XXXX in person. The bank could only connect me to their collection department. The local bank did not know what the other departments were doing. The bank branch could not escalate or resolve this situation. SunTrust markets themselves as a single financial institution but when problems exist they hide behind different departments and claim to be separate entities. As a result of this activity I now have a 60 day delinquent on my credit. My credit was XXXX before this activity by SunTrust. I am not able to refinance my XXXX construction loan due to this issue. I now have a payment on the construction loan that I can not afford monthly. I will not be able to pay down the construction note and refinance to a lower payment and using the equity of my existing sale to pay down the loan. Once I can refinance I will pay a larger rate due to the reported delinquency. I am experience an immediate financial harm and will {$60000.00} to {$75000.00} more interest over the life of this loan once refinanced. This issue was reasonably avoided if SunTrust would have updated the records with my correct mailing address that is current in the 1st mortgage but was never updated by their representatives on the 2nd mortgage. This could also been avoidable if the SunTrust personal would have call my personal checking account contact information. SunTrust failed to update all my records, failed to perform any due diligence, failed to make live contact when this account became delinquent. They also failed to send an adjusted rate mortgage statement to the customers requested address. I would like for my multiple Regulation Z violations and the multiple UDAAP concerns to be researched. This loan opened in XX/XX/XXXX, the address that was listed was not my address. I have never lived at that address. I also am concerned that the 1st Mortgage and 2nd Mortgage are adjustable rate mortgages and were financed at a 80/20 split. This was 100 % financing. I should have known that was not a good plan but I was young and ignorant at that time. This was a very aggressive loan for a young person to make. During one of the phone calls the SunTrust representatives advised that they had my loan listed as a primary residence. This loan was an investment property and was never intended to be a primary residence. I would like to have the sales practices reviewed. I purchased multiple properties that year for my rental business. This should have been deemed and investment property and never listed as a primary residence. I expect the sales person listed the XXXX address to ensure this was underwritten as a primary residence. SunTrust failed in underwriting this loan and should have not booked this load as a primary residence loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37664
Submitted Via: Web
Date Sent: 2018-12-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom It May Concern : I received a mortgage from XXXX XXXX on XX/XX/2018. The mortgage was for a rental property I own in XXXX XXXX. The estimated total monthly payment for interest and principal was disclosed as {$2400.00}. The estimated taxes and insurance were disclosed as {$1400.00}. The combined payment for interest, principal, taxes and insurance quoted was only barely affordable to me at the time and I narrowly qualified for the loan. Importantly, prior to agreeing to the mortgage, I specifically discussed with my mortgage broker at XXXX XXXX that I did not have hurricane/windstorm insurance for the subject property and that it would not be affordable for me to purchase it. I have never had hurricane/windstorm insurance for this property. This was memorialized in several emails. I further stated that I would be unlikely to be able to close on this loan if the hurricane/windstorm insurance was necessary. As recently as yesterday, XX/XX/2018, the mortgage broker from XXXX XXXX acknowledged this discussion, and the agreement by XXXX XXXX not to require hurricane/windstorm insurance as a condition for the mortgage. Subsequent to the closing of the loan, XXXX XXXX sold the mortgage to SunTrust Bank. SunTrust Bank is requiring that I purchase hurricane/windstorm insurance. They falsely claim that my prior hurricane/windstorm coverage has lapsed. As previously mentioned, I have never had hurricane/windstorm coverage. They have notified me that if I do not purchase hurricane/windstorm insurance on my own they will purchase it for me, and charge me {$20000.00} for it per year. This is equal to an additional {$1600.00} per month, which is completely unaffordable for me. SunTrust refuses to specify where in the mortgage agreement I signed with XXXX XXXX they find the authority to charge me for hurricane/windstorm insurance. To my knowledge, there is no such requirement. It certainly is not clearly described, and I am a lawyer by training. XXXX XXXX has told me that this is not their issue. XXXX XXXX states they did not require hurricane/windstorm insurance from me but can not control what SunTrust requires. It is completely unacceptable that XXXX XXXX could issue a mortgage to me that was only barely affordable per accepted mortgage guidelines without the requirement for hurricane/windstorm insurance and then turn around and sell the mortgage to a bank ( SunTrust ) only months later, which then requires me to purchase hurricane/windstorm insurance. This is the very definition of a bait-and-switch, and is precisely the kind of predatory lending and fraudulent behavior that financial regulations exist to prevent. Neither SunTrust Bank nor XXXX XXXX seem the least concerned about the extremely stressful and damaging consequences to me of their actions. It should also be noted that the land value for the property is about three times the mortgage amount, even without any house. Therefore, there is no need from the perspective of collateral security to require the hurricane/windstorm insurance. If this is not resolved shortly, I will have to sell my property in XXXX XXXX, which I have long worked hard to maintain and is also the place I had planned to spend my retirement. The immediate attention and assistance of the CFPB is urgently requested. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33141
Submitted Via: Web
Date Sent: 2018-12-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-05
Issue: Communication tactics
Subissue: Called before 8am or after 9pm
Consumer Complaint: On XX/XX/2018 at XXXX, I received a call from suntrust mortgage company in regards to a bill due on the XXXX of the month. The last day to pay is on the XXXX ; in which I pay always pay on the XXXX of the month. Nevertheless, the call was unwarranted and not appreciated. I request to suntrust for them to stop but to no avail, it's still happening.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20603
Submitted Via: Web
Date Sent: 2018-12-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-04
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I have SunTrust Credit Card /Master Card number ending XXXX. In the Month of XX/XX/XXXX Statement I have seen charges by XXXX XXXX XXXX XXXX for {$720.00} on from XX/XX/18 ( and later another charge from same company for {$28.00} on XX/XX/XXXX ) hence contacted SunTrust customer service to report fraudulent activity on XX/XX/XXXX. I have received letter from SunTrust on XX/XX/XXXX stating case No XXXX and advised that charges will be removed from my account. Subsequently I have received letter which was mailed on XX/XX/XXXX stating that there investigation indicated that I have participated and or received benefits hence claim denied and charges reinstated on my account. I have called and spoke to Fraud Assistance center again on XX/XX/XXXX and asked them to share documents which they have received from XXXX which indicates that I have received services but till date I have not received any information from SunTrust. Mean time I was able to contact XXXX and was told by them that it was not me but some one with similar first and last name received services from XXXX ( based upon XXXX preferred number and driving license / email / phone number ) but they can not do any thing as case has been disputed with bank. I have visited SunTrust local branch on XX/XX/XXXX and submitted further documentary evidence to prove that I was in another town interviewing for my job and rented car from another car rental company including my hotel / flight reservations details and other documents to prove that this was not me who rented car from XXXX and it is a fraudulent activity hence I should not be liable for any charges as per card issuing agreement with zero fraudulent liability. Since I have not heard any thing from SunTrust back, called again there Fraud Assistance center on XX/XX/XXXX around XXXX XXXX and spoke to agent XXXX who re-escalated my claim and asked to call back in 24-48 hrs. She also told that some one from SunTrust will contact me regarding this soon. There was no call from bank hence I have called again Fraud Assistance center of SunTrust bank and spoke to XXXX around XXXX XXXX on XX/XX/XXXX but she told me that case has been closed on XX/XX/XXXX and denied.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27519
Submitted Via: Web
Date Sent: 2018-12-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-04
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: In XX/XX/2018 I filled out form in order to open an account at Suntrust Bank considering I was about to start work and needed an account to receive my wage. As per the teller information, my account was opened. They gave me my bank details and copies of documents related to the account opening. I also made a {$100.00} deposit. When I started working on XX/XX/2018 I gave my Suntrust Details for my employer for Direct Deposits purpose. In the other hand, my debit card never arrived. I got in touch with the Bank on the first week of XX/XX/XXXX and was informed that my account had been closed. Ive never received any explanation about that. For my Surprise, for the time being my deposit was not returned. Suntrust cancelled my account and never returned my money. I would like to file a complaint to get my case solved and my money returned.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23229
Submitted Via: Web
Date Sent: 2018-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-02
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I was trying to take a loan out of my sun trust for {$5000.00} and it said they couldnt obtain my credit report and to contact you guys
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2018-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: RESPA VIOLATION. I have requested SunTrust to supply original loan documents under my legal rights. A representative of SunTrust signed for my written request and as of today 's date I have not received my QWR AND RFI. The response was the have not had my loan for 13 years and I signed the '' fraudulent '' documents. The actions of SunTrust broker is costing me financially. I am asking for CFBP TO enforce my RESPA RIGHTS. I NEED the original HUD Forms. GFE, and documents broker XXXX XXXX sent to XXXX XXXX regarding my SunTrust mortgage approval.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-30
Issue: Other service problem
Subissue:
Consumer Complaint: My name is XXXX XXXX and I can be reached at XXXX. My email address is XXXX. I am doing business with a real estate broker named XXXX XXXX of XXXX XXXX XXXX. XXXX is representing SunTrust, a bank selling foreclosed properties. The subject property is XXXX XXXX XXXX, XXXX, ME. Two months ago I signed a contract to purchase the property for {$72000.00} which is approximately {$30000.00} over the asking price. To date we have not received a signed contract, and on XX/XX/2018 we signed a second contract at The request off SunTrust. XXXX XXXX is very cooperative and she is available at XXXX, or by email XXXX. Note : My title company a.k.a. XXXX XXXX in XXXX, ME, and my funding source, a self-directed IRA managed by XXXX XXXX XXXX are both prepared to fund and close the transaction. They are also very frustrated with the seller. SunTrust mortgage, XXXX XXXX XXXX, XXXX, VA XXXX On the contract they reference a loan number XXXX. XXXX XXXX believes they are servicing this matter from an office in Colorado.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 042XX
Submitted Via: Web
Date Sent: 2018-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a first mortgage with SunTrust Bank. My homeowners insurance is due for renewal on XX/XX/XXXX. The renewal premium is {$2900.00}. I logged onto my account today and notiiced this amount was paid to the insurance company on XX/XX/XXXX. However, I scrolled to the previous payment dated XX/XX/XXXX and noticed a duplicate payment of {$2900.00} to the same insurance company. My escrow balance is now {$2900.00} short to pay for my taxes which are due in XX/XX/XXXX! I have called SunTrust Bank and all I was told is that, " our systems are down and we can't help you now. '' I explained the situation and was told that, " I have to wait until the insurance company returns the money to me, and then I have to re-deposit this refund in my escrow account. '' This is not an acceptable answer to me. What controls are in place within SunTrust to prevent two payments for same invoice being processed within a week? Additionally, a similar incident with SunTrust happened two years ago related to my property tax payment! This loan is only three years old.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70131
Submitted Via: Web
Date Sent: 2018-11-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A