Suntrust Mortgage

A couple of weeks went by and I received an email that my loan was being sent to underwriting and assigned another representative who would handle my loan through the closing process. After four weeks of receiving requests ranging from documenting that my neighborhood association fee of $100 per year was voluntary and was not a homeowners association fee (it took all four weeks for them to accept that) to questioning PayPal payments to my lawn guy, my rep informed me she would be on vacation the next week and handed me off to another rep who would keep things moving forward in her absence.

Basically nothing was accomplished during week five and when my rep returned from vacation I received no communication from her until I sent her an email requesting an update. She confirmed my loan was approved and was working on scheduling my closing date. On Thursday of the sixth week I was told that Friday was my assigned rep's last day and I would have a new rep to finish out my loan process. I waited a couple of days with no contact from my new rep so I sent another email asking for an update on my closing date. She responding that she need additional information regarding my banking transactions.

I am not a wealthy person. My FICA credit score is well over 800 and I’ve never bounced a check in my 20 years as a customer of Suntrust. My deposits were around $100,000 and other than my home loan have absolutely no debt. I’m currently in the process of starting a new banking relationship with a bank that appreciates my business. It’s obvious that Suntrust doesn’t.

And when I did get the one email, after a convoluted process of opening the message, replying to it (required part of the process), setting up an account (required) with Cisco, and a few more hoops to jump through, the only content to the email was a privacy disclosure. AND IT HAS BEEN THIS WAY FOR THE ENTIRE 14 YEARS I HAD THE MORTGAGE! I suppose I will try again tomorrow since I am done (after 3 hours of trying) tonight.

Well fast forward several months and I have been paying our mortgage payment on the 15th and 31st. I was paying just over half of the required payment each time so we ended up paying more than the required amount every month. I get an email today saying my account is past due. In talking with their customer service they say “Oh, no you can either make the full payment or setup on our website a payment for half every two weeks.” When you ask to speak to someone above the person you are talking to they say “sorry that person doesn’t take calls” so I say, "Great. I’ll leave a message. Can you have them call me back?" They say “no they don’t call customers back.” Find someone else to get your mortgage through. They are terrible.

It's been over 30 days now and they have lost my personal and financial documents 4 different times and keep having different people call me asking the same questions and asking for the same docs. It's rather frustrating. My credit is perfect and I've been at my current job for over 15 years and in the same field for over 30 years so I am to believe that it is simply bad training or no care at all for client relations but either way I have decided to not proceed with Suntrust any further for my HELOC and will consider moving my business account to another institution at a later date. So just a friendly word of advice, think and read reviews on Suntrust before proceeding with them for anything.

My bank statement shows that SunTrust was paid. So since April 12th Suntrust research has called me numerous times requesting Data Transaction sheet and my monthly statement for April 2019. I have sent these requests every time they have asked for them. How many times do you need a Data Transaction Sheet? i've had conference calls 3 times with my personal bank and Suntrust in which they requested the Data transaction sheet. Once I was on vacation on a beach in the Gulf of Mexico. Now here it is June 19,2019 and they still insist my bank pulled the money back. I don't have the money Suntrust has it, everything i've given them says they have the money.

I got a call today in which research is asking for both sides of the paper check that shows the bank paid it, I said lady it was an electronic payment on your website. There is no papercheck. She assured me the bank would pay Suntrust with a paper check... are you friggin kidding me? So I said i will call my bank and ask for a paper check that doesn't exist. So I called my bank and the gracious lady sort of laughed and said, "I am 99.9% sure there is no paper check but I will check just to make sure." Now mind you this particular women at my bank has been helping me with this nightmare since day 1. Well she came back on and said, "We do not send paper checks to businesses for electronic payments. I am at my wits end with these people. I am pretty sure I've talked with every employee in research, which mind you have each and everyone asked me for all the same papers over, and over again.

Suntrust has pushed me to my last nerve. That's why I am here today. I did get to leave a msg with the Manager today about this insanity. It's the old saying "if it looks like a duck, quacks like a duck". Well if all the evidence says that the payment was made to Suntrust, and there's NO EVIDENCE that it wasn't paid, or given back to me.... then it MUST HAVE BEEN PAID!! So if somehow Suntrust lost the payment in their system, why is that my problem? I just read something online that their system was disrupted somehow. Maybe that's what happened. SO here I am waiting for a call back from research so i can tell them that there is no paper check on an electronic payment, and I'm waiting to see if the manager calls me after he hears the msg I left him, or her. I didn't cuss or yell, i expressed my frustration over the insanity of this all, and that I want to have this matter closed asap.

Next i will try to contact the regional manager if that's possible. I have lost sleep, appetite, ruined 2 days of my vacation, fought with my wife, all for what? I know this, when this issue is resolved I am going to try to refinance my house as far away from Suntrust as I can get. I have sent them the Data Transaction Sheet for the date in question April 4th 2019 3 times, the bank has sent it to them 3 times, I have sent my monthly statement for April to them 3 times. I am tired of complying with them. Now they want a copy of a papercheck (both sides) for an electronic payment. Is it me? Or am I blind? Should I get a lawyer and sue for physical and mental anguish?