Suntrust Mortgage

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?

After everything was submitted I was told that the loan was with the underwriters. There was radio silence for a bit and we were supposed to close on May 28th. This was made evident to everyone well in advance of that date. May 28th comes and no answer from any phone calls and all emails to everyone on Stephanie **'s team says they will be back in the office on May 29th. May 29th I get an email saying the loan was denied and that I can call to discuss why. 4 phone calls to Stephanie ** on the 29th and no answer back. May 30th I talk to Renee ** who says she knows nothing about the status of the loan even though she's been copied for weeks on the emails. I ask if she can have Stephanie ** call me back but she says that she is unavailable as she “is getting ready to go on vacation” and that I will get a letter in the mail saying why I did not get approved.

Got my letter today saying why I was not approved but here’s the kicker, its dated May 23rd 2019. Stephanie ** waited 6 days to tell me my loan was not approved. In those 6 days I could have made arrangements with another bank, could have attempted to clarify the reason why I was denied. But no, she waited 6 days while me, my wife and the people selling the home were asking what the status of the loan was. Now because we did not close on time I’m stuck with a $4000 dollar penalty from the builder, that will be a different review for Pulte Homes if we can’t work something out.

I work in the medical field and I would equate emailing someone that their home loan was denied to emailing the family of a patient to tell them that their loved one just died and if you want to talk about it, give me a call but then never call back. And if they did get my nurse on the phone she would just tell them that I can’t talk to them because I’m about to go on vacation. Stay very far away from Suntrust bank, Stephanie ** and her team.

If you e-mail them after leaving a message, they will get back to you eventually. The last time I used them two years ago, they were great. I am currently having a much different experience. I truly question the competency of this team. I would not recommend them, and will most likely not use them in the future. You don't always get what you "PAY" for. Had I been aware that I would have to do as much as I have this process, I would have went back to Wells Fargo. Now I know. Truly hoping they complete their rankings as hired. I am doubtful at this point.