Date Received: 2018-07-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have SunTrust Mortgage company some time now. I have lived in my home since 2008. I have a very same brook in the back and side of my house since the day I bought the house I was told by XXXX and the town of XXXX that my property is in a flood zone x. I have been receiving flood insurance though XXXX XXXX paying XXXX a year for coverage. Now Sun Trust is saying that I'm in a flood zone A and are not working with me and gave me their flood insurance which upped my mortgage XXXX per month. I'm a single mom and I can't afford to pay this amount every month. I have called SunTrust many times to see why my paperwork isn't acceptable this year. The last couple of years they have received my paperwork and I was fine with my XXXX XXXX flood insurance and they where good with me being in a flood x. Now they are telling me that I need to get update paperwork from XXXX either a map amendment or map revision. I have applied on line with XXXX to get this information which takes them up to 60 days to provide the paperwork to me. So now in the mean time I'm only paying my normal mortgage not the extra money that they added on to my mortgage I feel I have given them the proper documents for them to solve this issue. Nobody ever gets back to me at Sun Trust and I have faxed over the information many times and All State also tried to tell them that I was in a flood zone x. I feel if this isn't taken care of I will end up losing my house.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2018-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: There is delayed that is being reported on my credit report appears to be inaccurate and or misleading. Please make sure to supply proof that this claimed account was in fact overdue and you have the important guidelines to be able to adequately learn more about your allegations. I highly recommend you present this information or simply remove the negativity of this kind of account right away.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2018-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter on XX/XX/XXXX from Sun Trust Mortgage noting a shortage in my escrow of roughly {$940.00}. I recently purchased my home and closed on XX/XX/2018 and through my closing company was under the impression that my escrow was collected with a small cushion so that there would NOT be any surprises. I called Sun Trust and spoke to a representative who confirmed with me that my account only had a few {$200.00} some dollars in it and was short the {$940.00} so Sun Trust had to pay my county taxes for me and there for I needed to pay the deficit back. The letter stated that if I did nothing about this the shortage would start to be pulled out of my account at of XX/XX/2018. I also apparently had the option to write a check to them in the full amount to prevent the monthly increase. From this information I then called my Closing company : XXXX XXXX ( NMLS # XXXX5 ) Branch Manager XXXXXXXX XXXX XXXX XXXX XXXX ( NMLS # XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MN XXXX XXXX XXXX told me that this rarely happens and he has never heard of it happening, he looked into the closing document and then called XXXX XXXX to confirm that they had received the payment at closing. XXXX called me back quickly and confirmed that XXXX XXXX had received the check as well as one from Sun Trust which they sent back to Sun Trust as the amount had already been paid. I called Sun Trust customer help again and explained the situation again, the person told me that they were still showing a shortage in my escrow but then sent me to the tax department. The gentleman I spoke to in the tax department confirmed that they had in face received the check back from XXXX XXXX and were processing it. He didn't say when they received the check but assured me that because they had the check I WOULD NOT have the additional amount pulled out of my bi-monthly payment. On XX/XX/XXXX the amount pulled DID include the deficit - this was NOT what the statement dated XX/XX/XXXX claimed as it clearly stated that the amount would NOT be pulled until XX/XX/XXXX. This is also not what the representative told me from Sun Trust and was very upsetting. I then called Sun Trust again, spoke to another customer service representative who confirmed that the " missing '' tax monies were showing up in my account. Upon further conversation she noted that the company only does a once a year escrow review. When I returned home that day I received my XXXX Statement, NOT a notice that additional tax monies were credited to my account and noting that stated they were sorry for giving me a nightmare of a situation by sending an increase notice less than 3 months into owning my house. This was the XXXX statement, it noted on one line from XX/XX/XXXX that there was a repay escrow advance of - {$70.00} but then on XX/XX/XXXX a line item stated Tax Refund was listed in the amount of {$1200.00}. The amount Due was not the regular monthly payment of {$1200.00} but rather the amount that was given in the shortage notice of {$1300.00}. So the Tax Refund noted was NOT applied to my shortage. Apparently I have to ASK for a review of my escrow as this is not something that is done on an annual basis. So had I not called I would continue to be billed the higher amount for funds that I've already paid that would be just sitting in an account not of my own or of my wishing. This is not good business and I am not happy as to how this was handled and all the duress it has caused me especially as I'm still trying to settle down from the circumstances that lead me to the need to purchase a house.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55433
Submitted Via: Web
Date Sent: 2018-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-19
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: This was a secured credit card where i upload money to use. with unexpected fees some how i owe on a secured card and they reported this to my credit report. Can this error be remove from my report? I'm looking for a resident and this is affecting my move. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72301
Submitted Via: Web
Date Sent: 2018-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-17
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: ( Orig. claim # : XXXX ) I spoke with a lawyer on XX/XX/XXXX to help further my ability to recoup my lost/missing/stolen SunTrust checking account funds. While the missing funds may well be a banking error, I lawyer advised that the funds could be missing due to bank theft, and that since this is my first experience with possible financial crime, so I did not realize that this would need to be a criminal report, not a fraud report ( as originally filed w/ the police about 2 weeks ago ). The lawyer advised that I contact the XXXX Police Department again and amend my incident report from " fraud '' to " theft by taking, '' since Suntrust can not explain the discrepancy as to why the account balance is {$1500.00} less than it should be and note that this is a breach of their contractual duty and failure to perform. '' I named SunTrust XXXX XXXX Branch Manager XXXX ( located at 1 XXXX XXXX XXXX XXXX, XXXX, GA XXXX, tel : ( XXXX ) XXXX ) as the representative of SunTrust. ( Ms. XXXX XXXX reviewed my checkbook register which covers the time period from XX/XX/XXXX - XX/XX/XXXX and did not note any errors in my calculations. ) Today ( XX/XX/XXXX ), on the lawyer 's advice, I will be filing a claim in XXXX County Small Claims courtmy first and hopefully my last. I am newly retired and extremely cautious with my money, which is why Im fighting tooth and nail to get it back from SunTrust, who has been incautious with it and caused me extreme duress on top of the stress of living without my money which has required dipping into an emergency fund.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30319
Submitted Via: Web
Date Sent: 2018-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have a loan with SUNTRUST BANK. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX, XXXX, XXXX and SUNTRUST BANK with no successful resolution. XXXX, XXXX and XXXX were reporting me late. There was definitely an error on their part. I was never 30 days late XX/XX/XXXX, XX/XX/XXXX-XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32117
Submitted Via: Web
Date Sent: 2018-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been working with SunTrust Mortgage towards a closure date of XX/XX/XXXX ; however, I was notified on XX/XX/XXXX that I was denied by the underwriter for not providing the requested information in time. Unfortunately, I was not aware of the specific information, any time deadlines, nor the requirement for the information at any point along the way. The additional information centers around details from my previous lender on an existing mortgage were I was granted forbearance as I was a flood victim from National Disaster resulting from Hurricane Irma in XX/XX/XXXX. I have not been able to return to that property and currently live in rental which is not covered by insurance nor FEMA. I provided what information I was provided my me lender in writing early in this process, and it was not flagged as an initial when I was granted my initial loan committment letter from the underwriter on XX/XX/XXXX. On XX/XX/XXXX I sold my old property and the lender was paid in full. On XX/XX/XXXX, I was asked to request more specific information about the loss mitigation program and the forbearance granted to me. Email from Loan Officer on XX/XX/XXXX : " Just giving an update they are still looking into the guidelines they have the loan payoff for the property you sold I did get your voice mail about getting a letter from the mortgage lender stating that you were not behind on your payments which can strengthen the underwriters approval. Let me know if the letter can be sent. '' Email from Loan Officer on XX/XX/XXXX with a bit more specifics on content, but no timeline : I got an answer from the underwriter and she stated we need documents on the Forbearance the day you contacted the lender the date they approved you for it and for how long also the CD for the sale of your property and the deposit of the funds with this they will be able to proceed with the loan I will be out of the office until Friday but still have access to email so if you have questions please let me know. I formally requested this information and pressed my lender daily until I received the response and immediately provided to my new lender on XX/XX/XXXX @ XXXX. The loan officer informed me around XXXX of the same day that the underwriter denied my loan. He further explained that the denial was on XX/XX/XXXX and that he was already starting an internal complaint on my behalf stating I didn't do anything wrong and provided information when it was requested. Based on this information, we were able to convince the seller to extend the contract until XX/XX/XXXX in hopes of a timely resolution ; however, my loan officer emailed me ( sadly, no call ) after calling the title company explaining they decided not to re-open the loan. I was unable to get a hold of the loan officer with any answers as he was not answering nor returning calls in a timely manner based on the events unfolding, so I immediately reached out and engaged my local branch office. It was late Friday, so they were only able to send emails and note the account for escalation. I will be re-engaging on Monday in hopes of timely resolution. I believe the SunTrust Mortgage company has failed me, I am a good long term customer, with great credit, and a great loan applicant. Specifically, I believe my loan officer failed to communicate and work issues in a timely manner and I have been denied as a result of their mistakes. My desired outcome is for my loan to be re-opened so I can close immediately and not lose my home as the seller is extremely upset and barely agreed to sign the extension. Your time and assistance would be greatly appreciated! Thank you in advance, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32904
Submitted Via: Web
Date Sent: 2018-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I always make my payments online with Suntrust, never had a late payment before. I went online today to make a payment and was shocked to see that a XXXX payment never posted. I paid both XXXX and XXXX on the phone with a representative immediately and offered to sign up for auto debit. I did not know that I was past due on the account until I logged online today ... Suntrust states that they called me, but I have no voicemails from them, and my husband has not been called. He always answers his phone and would have made the payment immediately by phone. Suntrust was unable to verify to me that they called his number. They also have my email address on file, but I have not received any voicemails nor emails from them. I inquired about XXXX credit reporting and was told that this error would most likely be reported on my XXXX credit report. I asked for Suntrust to remove the late payment because I have never had a late and because I attempted to make the payment. They informed me they could do nothing regarding the credit even though I was not notified properly and given a chance to remedy the situation. I firmly believe that I went online to make this payment ; I even have it written in my checkbook register, but Suntrust states they can not verify this. I also pay EXTRA on my mortgage monthly ; this too does not seem to matter. It is completely unfair that my perfect payment history has been ruined by this incident. I am requesting that you please help me to have the negative credit reporting removed if it did occur. Again, I have never had a late payment nor will it happen again. Thank you very much.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37934
Submitted Via: Web
Date Sent: 2018-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-12
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: We are struggling and SunTrust has put our business into futher jepodary by charging exorbitant unfair overdraft fees causing our small business major financial distress. In an attempt to remedy the situation I visited the XXXX XXXX location. The employee waived 1 fee but I was ( I found this info out on a 2nd visit, to the XXXX XXXX branch ) NOT informed of what I could do to prevent this from happening again. I was NOT advised that I could get overdraft protection by either opening a savings, or getting a business credit card, or registering my email. If i had been advised of this I would have done so. I feel very taken advantage of. The fees are unfair and have caused my business great financial distress. 1 fee would be fair, but {$220.00} in one month and {$150.00} in a 2nd is beyond unfair!! HELP!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32812
Submitted Via: Web
Date Sent: 2018-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-11
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We are selling a property and have been under contract for over two months with buyers who were using XXXX XXXX at SunTrust Mortgage in XXXX, NC. The buyer has been in jeopardy of breaching the contract twice, due to the total incompetence on the part of this loan officer and the processing department at this bank. The buyer is now homeless and we are broke because we were told weeks ago that we would be closing and we haven't. We have had to make mortgage payments in addition to hotel costs and storage fees because we were falsely informed that we could close. We were given the clear to close yesterday and told we would be closing this morning and now the loan officer and all parties involved in the transaction have stopped responding to the buyers agent and we have had to rush to contact a different lender. This loan officer, as well as everyone else in the mortgage department, needs to be held accountable and both sides feel as though we have no recourse in this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27587
Submitted Via: Web
Date Sent: 2018-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A