Suntrust Mortgage

I listed my home in Washington, DC for sale the same month the first case of Covid was diagnosed in the US. Secondary, to DC restrictions on activity my condo was not able to be shown, no open houses were allowed and a massive exodus started from the city center. After approximately, 8 months, I opted in to the forbearance while I waited for a buyer.

All it took was a few questions to determine the refi wouldn’t work but she ran credit anyways without my permission. Asked very politely for a call back. Never received one. Sarah ** will respond to an email but will not get on the phone. Lack of clarification on the product being offered.

Horrible customer service. The loan representative never returned phone calls or emails. We tried to refinance our loan we've had with SunTrust for 18 years and we were put off for several months before we could even submit our paperwork. We were told they were just too busy to take the paperwork. Then when we were finally able to submit a request for refinance, that took months before we had any feedback except for their requests for more information. We were finally told we qualified and the loan was moving forward then suddenly, we were sent an email saying we didn't. I tried to call and ask how we may continue to pay the higher monthly payment at a higher interest rate but we didn't qualify to pay a smaller monthly payment with a lower interest rate. They never responded. Horrible company. We just refinanced thru a different company. Stay away from SunTrust.

I was finally able to secure a Home Equity Line of Credit earlier this year after banks weren't offering them at all this time last year. The rate they did give me was good, but the the loan officer blatantly IGNORED all my questions and correspondence regarding my loan. I had to call her multiple times and when she ignored my calls, I had to call someone else to have me transfer me to her. When the appraisal came back as a low ball offer, I tried to contact her for an entire week for some recourse, but again she IGNORED all my voice mails and emails. She wouldn't even send me the the appraisal report. I had to call another rep just to get this. I reluctantly closed not being satisfied with the HELOC amount.

I have been a long time customer. As my home loan is with them I checked in to a HELOC. They felt that this would go through so they submitted everything. Multiple attempts to get an answer with HORRIBLE lack of communication or just not responding at all. Then after 2 hard inquiries on my report they say that it was denied because I am a few points away from what score they needed! Could you not have told me this at the beginning so that a lot of time, effort and dings now to my credit report could have been avoided???? I am pulling my checking and savings accounts and going elsewhere!

Our home loan has been transferred to Suntrust Now Truist and this is the first month of mortgage payment which is a huge mess. The mortgage was paid online on August 3rd and I have been getting an email from Suntrust that they have not received the payment. I have called several times and they warn that the wait time is about 25 minutes. I am now on hold for 45 minutes and no one is responding. It is pretty frustrating not being able to connect with customer service in this company.

They have zero customer service. Headed into our 3rd month trying to get a mortgage. Their online mortgage system simply DOES NOT WORK. And you (the stupid customer) pay the price. My loan officer keeps telling me sorry...sorry...sorry, because she can't make it their system work either and her manager is on vacation. She is trying - but their system simply does not work. All management at Truist seem to be on vacation all the time. They hide themselves well. Ask your real estate about BB&T/SunTrust/Truist BEFORE you apply with them. If they say, "stay away", then heed their advice. Truist has a BAD reputation among many people in the real estate business.

Numerous hours on the phone with SunTrust. Paid off my loan early due to poor customer service. It has been 93 days and still have not received a lien release in clear violation of State law. Complaints filed with the CFPB and the State Attorney General. I would never use this company again.

This bank is a complete mess. Was told I could close my mortgage 5 days ago and am stuck in a hotel because their closing department will not process our paperwork. Their mortgage consultants should have never told us we could move up our closing if they were not committed to actually doing it. We've adjusted travel plans and are stuck holding a huge hotel bill as a result. Will NEVER use this bank again.

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.