Suntrust Mortgage

Hold times on phone over two hours to speak to a customer service representative when you are trying to register to pay your new mortgage. Customer service agent quickly passed the buck and sent to me another extension with another expected 50 minute hold time for the next representative. Do not do business with this mortgage company. Their mobile apps and alternative registration options do not work.

We did a VA refinance thru Suntrust in 2021 only because a lot of banks do not have VA refinance loans. It took 6 months to complete when I was told 60 days at the start. Never do a VA refinance thru Suntrust if you want a professional experience. We ended up paying thousands more because they took 6 months instead of 2 like they promised.

Absolutely HORRENDOUS/non-existent customer service. 6+ months of routine calls attempting to get answers to important questions regarding my mortgage, my forbearance status, etc. Dead-end phone options that state "this is no longer a working number" and automatically end the call, completely non-existent Home Preservation "Specialist" that does not return calls or answer emails - might as well be a ghost. Of all the things for which to provide terrible, atrocious customer service... a MORTGAGE should not be one of them. I will avoid SunTrust/Truist for the rest of my life.

Of all the banks that I have ever dealt with, this bank has the WORST customer service ever. Their wait times are 1-2 hours long, they operate on EST, which for someone in CA is pointless, and their customer service agents hang up on customers. They bought over 17,000 new mortgages and then sent out threatening letters and emails saying that we were delinquent in our accounts and threatening to send us to collections in violation of state and federal laws! They weren't even sorry about that and just said that the letter went out "in mistake"!

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.