Suntrust Mortgage

This home has been sold (Late 2017). Both homes were paid in full, on time, and no late payments! Now in October 2018, this appears on my credit rating as being 3-6-9 month late! I was never billed and the address for the account was in Milton, Florida. (Not only have I never lived there, I do not know where it is!) To this point, I have paid the amount (under protest) and have only been able to get it marked paid on the credit report. I do not mind the $100. I mind the damage to my credit and SunTrust’s lack of concern for a good customer’s credit! Why if this was not paid did you buy my new mortgage? I want a letter explaining this was placed on my credit in error, removed, and marked pd in full. Until this is done, I cannot purchase a new home even though all other creditors are paid in full and on time!

They just called me and everything was ok until they had to read the stupid spiel "this is an attempt to collect a debt, any information will be used for that purpose..blah blah blah"... Sorry but that statement (and I know they're required), I find it threatening and it pisses me off and I will hang up. oh also the "this call will be recorded". I don't take kindly to being humiliated and threatened using that language. I've told them in plain language what the issue is and that I will catch up on payments, they need to stop harassing me, period! I can't wait to get out of this mortgage and buy a house that is a better fit for us. There is no way I would ever deal with Suntrust again. There are plenty of other banks that don't treat you like crap.

It is the job of the loan officer to present challenges to each case, provide solutions, and get the loan approved. In my case, a small payment on some revolving accounts would have given me a score of 680 allowing for a 50% debt to income ratio. Instead focus was placed in idiotic items like missing signature lines which could be otherwise easily verified, questions over which I had no control, IE why a construction loan wasn't being reported to the credit bureaus, or why I didn't state whether there was a lien on the same, technicalities which made no difference to the loan process, but that could be easily resolved through effective communication.

Ms. ** DID ABSOLUTELY nothing to present ideas, and or solutions. Most communication with her was through 6:00 PM emails, rudimentarily sent to cover her bases. Ms. Janelle ** was out of the picture during the first week, I actually thought she had taken a long leave of absence as only ONE (maybe two) call to her was ever answered, the rest all went to voice mail. I was NEVER able to reach Ms. ** by telephone, except on three instances where she called me back, after my pleas for her to do so.

The only bright light in this process was Noor ** who actually DID communicate ideas, and solutions, albeit she was pretty much kept out of the loop. She should be promoted, Ms. ** should be fired, and Ms. ** should take on a lesser administrative role, with minimal contact requirements with outside clients. Suntrust calls itself a conservative lender according to their senior manager, Sharon **. This is not conservatism, this is Trumpism at its worst. A total chaotic, uninformed, and mistrusting environment guaranteed to fail you at every step of the way. Please do yourselves a favor, and avoid them. If you don't believe my opinion, simply read the other reviews, and pay attention to the very low rating.

Just yesterday afternoon the fellow came by again and took pictures, followed by a loud banging on the front door. Luckily I was the only one here and my family was away, otherwise they would have felt threatened with the barrage of banging on the door as if we are wanted criminals. What's most disturbing is that Suntrust's practices continue though we received a letter that the mortgage is now under the ownership of a wholly different company. These practices instill fear and threat towards our safety and privacy. It has also caused disturbance external to us with neighbors wondering what is going on with all the mysterious cars showing up at random times even when we are not at the house and strangers prowling the property taking pictures. Please beware of this company's rogue conduct and practices.

The one time I received a phone call, it ended with someone telling me they would pass it along to their supervisor. I've been charged 500 dollars for an appraisal and it came back great. After waiting for any contact call after the appraisal, I was sent a vague letter that simply stated they were canceling the loan and I can request to know why. I am in pristine financial position to purchase and I've been delayed months due to waiting on any sort of information on what part of my process the loan is stuck on. Absolute garbage customer service. They should not be in the business of home loans. I hope no one else has to experience this.

However, it has now been 3 months and no follow up has occurred from Suntrust. After SEVERAL phone calls (that take 15 minutes to get through the automated responses before you get a live person), I requested to speak to a supervisor. I was told no one was available, but someone would call back within 24 hours. I called Customer Service hoping someone would care about my satisfaction, but was transferred right back to the insurance department which gave me the same reply. I have very little faith that someone will call me today or that this will be resolved, so I'm exploring REFI options!

Around 5:30, it was getting late so I tried contacting my loan officer to see if he had changed the date or time. He did not answer as usual, he never did, or returned back any of my calls. I go to email him and he had sent me a email at 4:50 pm, the day of my closing AND said we can not do the refinance with them as we were no longer approved and we’d have to cancel the whole thing. This was 10 minutes BEFORE my closing, that he decided to let me know I can not do the mortgage with them after wasting nearly 3 months going back and forth with signing papers and getting more information and talking to different representatives. At NO POINT did any of them mention anything about me not being approved and they all said everything looked fine and we were set for the closing.

So basically they wasted my time for 3 months and money for 2 appraisals (because the first one wasn’t done right) and also money I had paid to my previous lender for 2 months of mortgage and fees in advanced so we could do the closing. I feel like this isn’t something they should have waited until the last 10 minutes before the day of the closing to tell me, and just day before had there not been a name typo on the paper we could have signed. I have been trying to get a hold of my loan officer and his manager since that day because for everyday that passes my old lender will charge me almost $400 in interest because we did not do the closing on time.

So my wonderful loan officer Jerdon, just left me stranded basically owning more money and solving nothing and won’t even answer me. I also talked to another person named Sabrina ** whom said she would take care of everything for me and now won’t answer my calls either or when she does pick up and she hangs up so I am very disappointed with Suntrust mortgage and would not recommend them at all.

After they received the POA, I was told they would not provide any assistance other than a Deed in Lieu or it go into foreclosure. I told them I would like to start the Deed in Lieu process. In the meantime I continued to try and sell the property. After talking to a different person every time I called which I usually had to do for an update, or they called me I finally received in the mail a Borrower's Inquiry packet which I filled out completely and returned in their FedEx envelope. I used their checklist to make sure that I had returned everything and it was filled out correctly. Since I had already provided them a copy of the POA and they had been discussing this with me, I was told by client rep# 1, that I did not have to include it.

I was then contacted by client rep #2, that told me there was numerous documents missing that I needed to provide and I needed to provide a copy of the POA. This was now the second POA. So, even though I sent the documents they stated were missing and they had a POA since November 2017 and this was February I went ahead and mailed everything requested to them. I get a call from my client rep # 2 who stated that they now had a complete packet including the POA and that underwriting would review and send me a letter with their decision. I then received a letter stating that the Deed in Lieu had been approved as long as I complied with the letter and had the house vacant and secure by April 18, 2018 and that I could have utilities disconnected on April 22, 2018. I also had to send back the acceptance letter of the terms. So I complied with everything within the specified timeframe.

I followed up seven days later and was told I would be receiving another packet where I would sign over the deed to the house. Then, two weeks after I had complied with the April 18th and 22nd date, I get a call from yet another Client Representative # 3 stating that they could not move forward with the Deed in Lieu because they did not have a copy of the POA! This is now three times they have lost this document... I explained to her that it had been sent twice and that it was part of the complete packet that my previous client rep had called me and told me they had. She kept insisting that they didn't have it. So I finally got really upset and insisted she go look for it. Well she did and she found that one and probably the other's previously sent... So we were good to go at that point. But not after me sending many emails and calling in asking for a supervisor who I never was able to talk to nor would they ever call me back.

So now, the house has been vacant and ready for them to send me the paperwork to sign the deed over and I get a call from a client rep, by the way is not even my client representative, I have a new client rep # 4, who I have never talked to nor will she call me after sending her many emails requesting a call. The client rep stated that the Deed in Lieu would not move forward unless I recorded the POA at the courthouse! This was the first time since November of 2017 that I had heard anything about that. It was not even part of the packet instructions to be in compliance. They approved the Deed in Lieu without it being recorded and then in the final hour throws this at me.

I do not live in the area and it will cost $21.00 to $35.00 to record it when no other government agency or any other bank has required it. I finally got so upset this rep put a supervisor on the phone on May 10th who said he would look into this and see if he could get this process finalized and either he or the other supervisor would call me back on the 11th. Well this is May 15th and I have heard nothing. If I check the status on the automated it states there are several documents missing and I will receive a letter with instructions, it has been almost 4 weeks since they told me this and nothing.

I have called numerous time on the May 14th and 15th trying to talk to someone and I am on hold for literally 40 - 45 minutes or longer if I would hold. I tried the option 1 to leave a message and that just disconnects me or nothing happens. I emailed my client rep on May 14th and then again May 15th asking her to call me. Nothing! I don't even know what to do if I did record the POA as far as contacting someone to tell them etc. I cannot believe the way this was handled, I was trying to expedite the process and do the right thing for both my father and Suntrust. There are some real issues in this department and the staff and procedures. Suntrust is losing money on this. If they would get this process finished and put it on the market they could sell it now and not lose any money.

I have tried to get a phone number for corporate Suntrust to talk to someone about how the Home Preservation Department handles things. I can't find one so it appears corporate does not care so they do not take calls. It is a shame because my father who is a 3 time war vet and is 94 years old had never I mean never missed a payment with them. I tried for over 7 months to sell this house but it just was not the right market. I would never recommend Suntrust to anyone, ever. If someone did contact me from Suntrust I would be glad to provide every person's name, date and time I have talked to.

After reading the different reviews I found that I wasn’t the only one who has difficulty dealing with SUNTRUST and my complaint is the same: didn’t receive the documents, or (something I don’t understand is a company whose inter-office network doesn’t communicate) paperwork in one office is not share with another facility within SUNTRUST. After two years I got her mortgage refinanced to 2.9%... but not without costing me an extra $50 in certified mailings so I would have proof of them receiving the documents.

This past year they have billed the estate an extra $120 for “late fees and other fees” and I have written for an explanation why and not response. Oct-Nov were late, but I included the late fees; I was charged a late fee in December because they returned the cashier's cheque. I did receive a notice of a missed payment in December and I returned the rejected cheque in January 2018 and it was cashed... uuummm!!! Now mom passed in September 2017 and we are going through this whole mess of dealing with SUNTRUST again. I thankful that dad and mom had their things in order, only wishing SUNTRUST had theirs in order... not a satisfied customer!

ST is the ONLY bill that arrives up to 16 days after it is mailed. All the other bills paid by the bank take on average 2-4 days to arrive across the country. When I called ST, I got nowhere. One manager said it was the PO or our bank that causes the delay. I asked if I could get all what he told me in writing, but the manager (I have his name and ID and a witness to the conversation) said ST does NOT allow the conversation to be sent via email or in writing. WOW!!!

Instead, they have a policy that any payoff amount greater than $5k would only be accepted if it was done by wire. They blamed the reason for that on "costs to close the account." If that were true, then they wouldn't require it for final payments less than $5k. And it wasn't a problem for my earlier large payments--they accepted and cashed those just fine. If I had instead paid (as usual) all but $1 and then paid (as usual) a final payment of $1, everything would have been fine and I wouldn't have needed to buy a wire.

In the end, I had to pay a bit more interest, which isn't really a big deal. They couldn't confirm when they could receive a wire, so I had to pay more and then wait two weeks for the extra to be refunded. Also, that doesn't really bother me too much. Once they got the wire, they took care of everything, sent me my refund, etc., properly. However, the simple practice of discouraging people from paying off their loan, making it difficult to do so, not informing me of rejection of my payment, having employees who don't know the rule, and then told me bad information that my payment had been received IS a problem.

Another problem is their online security. I had an online account with password which they decided wasn't good enough. I don't care for companies going to stupid lengths for passwords because when they are hacked it's not because people didn't use special characters, capitals, greek letters, or emojis. It's because the company's system is breached and individuals' passwords are stolen. Also, their 'security' questions were entirely made up things I couldn't answer or the answer might change over time. How am I supposed to remember what my favorite food was decades after signing up for an account? What it tells me is they don't actually care about real security or user experience. They were given some generic advice & probably a bad list of security questions and rolled it out without even reviewing or testing it. In the end, I don't like them or trust them. I will not do business with them again.

Extra money has been paid towards my account to help bring the balance down, the extra money paid never went towards my principal. My escrow account keeps coming up short, they take money from my escrow that is used for paying my homeowners insurance and taxes which leaves my escrow account in the neg. This has been going on for a while, I have called and called and called in order to get it taken care of, it's nothing but an argument with them, they get me so upset and angry I cannot longer call them. Today my escrow is short again and they are saying that my mortgage is going up again in Jan 2018. I bought my home in 1995, since Suntrust taken over my loan it has been nothing but a nightmare. Is there any good attorneys out there that can help with this and stop Suntrust for extorting people such as myself.

After much digging, Suntrust admitted that since our previous loan had been with Suntrust, the mortgage employees inadvertently sent the short sale paperwork to a file for us and not the seller. Obviously this didn't help move the process along either. That should have been our sign to leave since there was that much incompetence at the bank that they confuse the seller and buyer in the short sale process.

We then continued waiting another 1.5 months only for them to tell us they will only take a sales price of minimum 720k. Then why did the bank have the agent to list it at the price of 675k 4 months prior. There is no way, the house appreciated 45k in 4 months when fixtures have been removed, maintenance hasn't been done, and house prices have dropped. I am appalled at how unprofessional and unresponsive Suntrust is. They have put my family of 5 through quite the ordeal the last 4.5 months when they could have easily rejected the price from the beginning and saved my family many headaches. What a disgrace Suntrust Mortgage has been.