Suntrust Mortgage

Waited on hold for literally 2 hours and 45 minutes. I could not wait any longer and had to hang up. Every minute or so recorded voice saying 'estimated wait time is 45 minutes to 1 hour'. Worst customer experience ever. Just disgusted.

Deborah ** was our loan officer. She was unorganized and unprofessional. I would not recommend this officer to anyone. She had very little knowledge of software Suntrust use for applicants, I asked to be reassigned to a new officer she disregarded my emails, I asked to be forwarded and contacted by her manager. She laughed and did not do so. Just nasty experience overall. Direct Loan Officer, NMLSR# ** at Trust Financial Corporation.

My husband and I paid off our mortgage. After several weeks went by, we received no notice, release, etc. We called several times with no satisfaction. When we finally submitted a written request for our documents, we were informed electronic copies were the only documents we would receive and originals were destroyed. Where it may not be statutorily or state required, it would have been more appropriate to put the originals in the mail, instead of the shredder. These were important documents to us, clearly not to SunTrust. Leading up to this, my husband and I never had a good experience with SunTrust, even in branches. I would never recommend them, even if they are now re-branded as "Truist". This is a bank of unprofessionalism and not interested in their clients at all. My disappointment is truly complete.

I have been attempted to speak with someone regarding my Mortgage. Each phone call I made, I was on hold for at least 2.5 hours. When I finally reached the department that I needed to speak with, the man quickly transferred me to a department that I had already spoke with that told me they couldn’t help me. Another 2.5 hours later, I reached a gentleman who was more social than the last, but who also couldn’t help me. He provided me with a different department’s phone number. FOUR AND A HALF HOURS ON HOLD AND I FINALLY HUNG UP. I hate this mortgage company. Suntrust is not a bank that you can trust! If your mortgage gets sold to this bank, refinance it ASAP and stay far away from Suntrust!!!!

Keeping giving you irrelevant information, asking to stay on phone to talk to customer service, yet drop calls, have been trying to reach them for 5 days and they don't pick up the phone, worse ever, they don't separate covid relief line from people who have a normal business request. Process my payment twice, can not tell them to apply it as principal reduction that should be the default.

I'm a current customer of Suntrust Mortgage. I want lower payment, so contact Suntrust Mortgage loan officer for refinance almost 1 year ago. But not finished still now. They are terribly slow process, so documents are expired several times and resend them again. But now they say again expired some....

After delaying for underwriter’s final approval they finally said no after nearly 3 months based on debt to income ratio which has been the same since approving. Dishonest process and immoral people, biased and racist mindset, this organization needs to go bankrupt, no place in society.

Started the refi process for two properties (home & investment) in June 2020. Both were approved in September, but no word from Suntrust. Emails go unanswered and I refuse to wait on hold indefinitely. I decided to start the process with another lender. Even more disappointing is that I have been a client of the bank for over 30 years. You would think they might care. I am shopping for a new bank as well.

124 days to process a refi. The worst experience I ever encounter refinancing a house. No communication between departments. To process the refi they had to do a subordination from a second mortgage that they also hold. This part took an extra 30 days. I will not recommend this company and will never do business again.

1) I've spent hours on the phone from home and from a Suntrust Bank Branch (accompanied by a Suntrust employee) to get a simple ACH (initiated by Suntrust) problem resolved. Wait times have ranged from 15 to 57 minutes. When I do get a rep I get transferred from one department to another with more wait times and/or lines dropped. One rep had a heavy, unintelligible accent - as witnessed by the Branch employee, then we were transferred to another department (more wait time). I've had multiple reps speak over me and condescend an explanation for something not related to my call. Suntrust needs to train their customer service reps to listen, understand, then proceed. I must say I had one great rep handle my first call to tell me that neither of my BOA Billpay checks had been received.