Suntrust Mortgage

I have been in a perpetual limbo for two months since I made the mistake of choosing Suntrust. The originator did not bother to speak to me about what type of loan I needed or how much down payment I was bringing or any of the details common during pre-approval. I received loan documents to sign with numbers that did not reflect anything I had applied for or even what was on the home contract. No one helped me correct the info. There has been little communication and when you ask questions you get unclear short email responses that avoid direct explanation.

I have a mortgage with Suntrust for about 12 years. At first they seemed to be customer service oriented but lately that has changed drastically. I was in the process of a divorce and was selling the house. The taxes and insurance are not in escrow. Paid the taxes late and have been fighting with Suntrust to stop trying to setup an escrow account. Twice they've setup an escrow, several calls and emails to get it removed. Now again they setup another escrow. The customer service is the worst. Sometimes you get someone that will help but it takes days and several attempts to get anything done. Selling the house and will never do anything with Suntrust bank again.

I have had 2 mortgages with Suntrust and UP UNTIL NOW, have been very satisfied. However, the insurance department has been AWFUL! My issue began after FEMA increased our flood premium from $500 to $2500 per year. We followed the necessary steps to have this reviewed and received an map amendment letter from FEMA specifying our zone which is a low risk. This took only a couple of weeks. I initially contacted Suntrust in March with this information and was told that we were no longer required to carry the flood policy. Suntrust stated it would take about 60 days to process and then we would receive a letter that could be presented to our insurance company to initiate a refund.

This is the worst mortgage company, please save yourself from the trouble and find a different company. I’ve been trying to refinance my home with them for about 3 months, they kept going back and forth needing papers and needing more information. Fast forward 3 months, I had spoke with about 30 people explaining my situation to each of them and they kept passing me to other people. My last loan officer which was the worst one yet was named Jerdon ** and his assistant that knew nothing about my case was named Cherice **. We were finally approved with them and were set for our closing cost on June 5th at 5 pm. They came to do the closing and we were almost set just had to sign the last paper which had a name typo so we couldn’t continue forward. That made our new closing date the following day on June 6th at 5 pm.

I have had nothing but positive experience with Suntrust mortgage. Have had it since 2005. We have had a great relationship. They send the bills and I make the payments.

I first contacted Suntrust Mortgage Home Preservation Department in November of 2017 to explain that my 92 yr old father was now in a nursing home and would no longer be living in his house and that as the Power of Attorney I wanted to talk to someone about options. They requested a copy of the POA before they could talk to me. I immediately mailed it to them. This is where the problems began. Every time you call in or you get a call from them it is a different person who you have to explain the situation each time. I have probably talked to 25 different people. Then when you do get a rep assigned to you it changes constantly, I have had four since this all started.

Unless you enjoy incompetence and stressful experiences do not engage in any activity with Suntrust Mortgage. After weeks of submitting and resubmitting the very same paperwork I was told we were heading to closing. The day before closing I received a phone call from someone in a call center to say my loan had been declined! I cannot put in words the bizarre experiences I had dealing with the loan processors. The entire process was a nightmare!!

My folks had their mortgage with SUNTRUST for years. Three years ago my father passed leaving me the executor of the estate. My first experience working with SUNTRUST (nightmare) wasn’t healthy. I found out the folks were paying 6.5% interest and at the time interest rates had dropped to 2.5-2.9%. I tried SUNTRUST to work with us to change her interest rate, which would have saved mom about $200-300 a month...

We are so upset with this new mortgage company we were forced to move to. We pay all our bills at or around the same time each month. SunTrust has charged us numerous late fees when our bank sends via mail our bill days on time and long before the final due date (no electronic payment with our bank and ST). Just this last month, our bank sent the check on April 3rd. ST cashed it on the 19th so we were charged another late fee. Our final date on the contact says the check must be in ST hands, not cashed, by the 16th without a late fee.

My loan was sold to Union Bank, I was not notified until I got a call from Union Bank asking where my payment was. I have proof I made it to Suntrust but they did not forward to new bank. There is no way to contact them other than online and they have not responded to multiple requests. When you call the customer service line and go through all the prompts to get a live person it sends you to another voicemail asking you to enter your box number which is ridiculous. I have the funds to make another payment to Union Bank and have done so, but what about the families who don't? These guys should be forced to have a number where you get live help. It is not okay.

Suntrust bought my mortgage, so I only have experience with P&I payments and paying off the loan--I can't review their underwriters, etc. I did not use them for escrow, so I can't comment on their handling of that, either. I aggressively paid down my loan for the last year, sending them large payments with a few months over $10k. They received those payments as a direct payment from my checking account just fine. But on the final month, they rejected my payment and sent no notice to me. I called them inquiring about it because I didn't see my balance go to zero. I was told that they had received my final payment, congratulated me on paying it off, and it should take a day or two to post. It didn't post.

I have a fixed rate with this company, for the last few years they have been raising my monthly payment. 2017 they increased it twice. I called. They claimed it to be the insurance, I called the insurance company they said my insurance did go up slightly but not enough to make a big difference, they changed a couple of things which dropped my yearly insurance of less than $200. I called Suntrust back, informed them of the change in order to lower my monthly payment, instead of lowering my payment, they increased it, WOW.

Interest rates are high and they have high fees. They required closing cost on refinancing as well as a down payment and application fee. The escrow account is never calculated right.

In May, we wrote a contract for a house financed by Suntrust Mortgage. The bank had an approved price of $675k, and we offered $649k which was a very reasonable offer considering comparables. The short sale processor said it typically takes 2-3 months for an approval, so we literally went homeless for a month as we had sold our home July 25th and were anticipating a closing date of August 25th on our short sale home. Throughout those 3 months Suntrust lacked in answering calls and responding to messages left and lacked in giving the short sale processor or seller updates on the process. Instead I believe our contract sat on someone's desk for 3 months untouched. I say this because around August 30th, we received a letter stating that a short sale negotiator had been assigned to us on behalf of the townhome we had sold a month before and no longer owned.

I have been with SunTrust Mortgage for quite a few years and I'm one of those homeowners who was offered by them a modification to receive lower payments and a lower rate. So, I applied for a HAMP modification and they lost paperwork numerous times, told me to continue to resend documents that they received in overnights, faxes as well as emails. They finally acknowledged paperwork when I brought in other agencies to see what they were doing and violations being made.

This starts with a Customer Svc woman in the payments group... no customer service skills AT ALL. Never once made a supportive comment towards me/Houston FB post: I've heard great things about folks being able to defer mortgages and other bills while Houston/families get back on their feet. It is one less thing to worry about. My company, Sun Trust mortgage, is a bunch of jerks (in case you have them). They will allow you to skip up to 3 months of payments but at the end of that you owe all 3 months plus the next month. What in Sam Hill does that do to help us free up cash to make it through this recovery mode??? What JERKS. Twitter: #SunTrustMortgageSUCKS #SunTrustMortgageDOESNThelpHarveySurvivors

Sun Trust Mortgage Company let my escrow expound account get completely empty & then raised my mortgage payment so much I could no longer afford it & had to sell my house & buy a cheaper one! Thanks a lot! I told my new lender if they sold my mortgage to Sun Trust I would sue them. They can sell it to anybody but Sun Trust.

For over five months the loan processor and I worked tirelessly to please the underwriter. I spent $ 3,415 for inspections and updates on a house that I was trying to purchase. After 5 extensions I finally received my congratulations letter and the final closing date. Two days before closing I received a call saying that the loan was denied by the underwriter. The processing manager's response was "Don't shoot the messenger". How could I pass every inspection and improvement on the house, have good credit, a steady income as a teacher for 25 years and be a risk? Are you kidding me? Suntrust has terrible underwriters who make you jump through every hoop and obstacle just to deny you after at all the time and money wasted on the loan process. Do not use Suntrust unless you have time and money you want to waste.

After paying off the Suntrust Mortgage Loan the standard response on getting a refund on the retained escrow account "Standard Procedure is 15 business days. After payoff you will be sent a check". There is no excuse for something like this other than loaning Suntrust interest free money. Doing business with Suntrust Mortgage has been a 14 year mistake!!!

Just had my home equity line up for renewal. They sent a rookie appraiser out who appraised $200k less than market value. Despite supporting documents from previous appraisals and recent sales, they wanted to reduce the line by $50k. I don't have a balance but use it for short term financing on real estate transactions. In a 15 year+ relationship, I have never missed a payment.

I simply ask SHENRIKA ** why you guys paid my insurance again in April when it is already paid in August 2016. I believe she doesn't know where to look for the answer so she become defensive and being unprofessional and instead of answering my question! The agent before her wasn't helpful as well. At this point I don't know why I am paying $115.52 instead of $960. I don't feel safe for this company to manage my most important assets. It's very frustrating!! And my insurance company Allstate customer service line just verifying they been overpaid but why? My insurance is not due until August 2017 and to have not make any change.

I tried to submit payments on their website then it says I'm late and I wasn't. But didn't let me submit because I'm so called "late." I called multiple times during their so called business hours and they can't take the call-a recording. Finally get a hold of them and made even an extra payment. They ask me why I couldn't pay, and do I need assistance. "No I've been trying to pay" I said. Not good enough so they reported it on my credit score and went from Excellent 700+ to 600+ "Fair and Needs work." All that just because they don't know how to accept a payment but then they get all active, add the late payment charges and report it as fast as they can. I'm going to attempt to refinance with another mortgage company BUT... kinda hard to do when they knocked my credit down.

Worst experience ever- Suntrust Mortgage Charlotte NC - Took weeks and weeks to supply their never ending paperwork requirements only to be denied. Then received an email from my initial contact person saying I should NOT have been denied and that the Underwriter manager would personally handle my file and "rush" it thru. Two more weeks go by and I'm finally contacted by another person who says my application has to start all over again and here is a giant list of required paperwork. I showed her the email from Suntrust where it said otherwise to her astonishment then another manager calls and says it doesn't matter what that email says. I have to start all over again.

This company is very dishonest. When an appraisal was ordered for 450$, they send a bill out for 750$ which was not the agreed upon amount. Once the appraisal came back to remove the MI, they would not remove it even though the numbers clearly showed the MI should not be charged anymore. Stay clear of this company!

After paying my mortgage promptly for 10 years, the mortgage was about to adjust and double the payment. I had become unemployed and unable to locate a tenant at all. I called Suntrust Mortgage multiple times to try and resolve the situation until the house could be sold to cover the mortgage. They basically ignored my requests, would not agree to any modifications and negatively impacted my credit report even though I had presented a short sale offer that they had yet to respond to. I went from an upper 700 credit score to upper 500 because of Suntrust Mortgage. All in all, I would say they are the last mortgage company you should go to when seeking a mortgage. They will not help you if you get in trouble and they will do everything to destroy your credit.

I recently spoke with Suntrust regarding refinancing. After disclosing comparative rates, I was informed by the loan agent that I should simply stick with my current loan with them, an interest only loan, with an adjustable rate. "Do the math" was his amused response. Really. Our credit scores are 804 and 760. The loan agent neither offered to refinance or negotiate a rate, simply spent time amusing himself, admonishing me and mocked me for wanting to pay down the note and get a 15 year fixed (duhh). The fact that he was from India was especially annoying, getting a lecture from a foreigner. Outsourcing... Another reason to avoid doing business with them. Keep it in the U.S.A. WTF. Speaks volumes about Suntrust and how they seem hell bent on driving away customers. Good luck with that.

This is my second refinance with Suntrust. First one no problems. This time has been nothing but horrible. I signed up for bi-weekly auto payment however because only half a payment is made at a time my account always shows past due. I receive 3 or 4 phone calls every day and have also received two letters stating my account is past due. As a result my credit score has gone from 813 to 726 in just 2 months. Suntrust tells there is no issue. That is total BS. This is the worst bank ever to deal with. Once I find a good alternative I will pull all of my money from this bank.

SunTrust bought our loan as of Dec 1. Having been in the real estate business for years and having heard the horror stories of sold and transferred mortgages and people finding themselves in foreclosure shortly thereafter, I made and kept meticulous notes on the transfer process. I had to sent a paper check for the December payment. Fine. I wanted to set up ACH payments ASAP, so I meticulously set up the paperwork. I received another letter stating my ACH payments would start Feb with a payment of **. Fine. In the fine print was another message saying they would also pull an additional principal only.

Loan officer kept overlooking important details since the very beginning. His poor understanding of IRS tax law and subsequent ability to analyze tax return forms eventually costed me losing a house I wanted along with my security deposit. The bank would come up with their own ideas and assumptions despite providing the evidence of them not being accurate. My accounter spent hours educating him over the phone on certain nuances. However that did not work as well. I recommend to avoid dealing with Suntrust Mortgage department.

Several years ago I obtained a mortgage via Suntrust at a time when a well respected colleague worked there. She left a couple of years later because she said the place was falling apart. Since then, every single transaction I have had with them is delayed, done wrong, or generally mismanaged. I would say that 4 out of every 5 employees are incompetent or the system is so messed up that employees can't make sense of it.