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About Truist Mortgage
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Truist Mortgage (NMLS #399803) is the mortgage branch of Truist, a commercial bank based in Charlotte, North Carolina, with over 15 million clients in the U.S. Truist publishes rates on its website and offers an online preapproval and application process for its home loans, which include a mix of conventional and government-backed products. Truist Mortgage is available in 47 states, with mortgage professionals based in select areas.
Pros & Cons
- Publishes daily rates online
- Digital application
- Low- and no-down-payment options
- Doctor and construction-to-permanent loans
- Limited physical branches and agents
- No USDA loans
Truist Mortgage provides conventional, jumbo, FHA and VA loans, as well as HELOCs. You can check current rates, get preapproved and apply online. In select states, loan officers can help you find local assistance programs.
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Reviewed Oct. 25, 2022
Calling the mortgage help number is an exercise in self humiliation. The rude representatives act like you're stupid for calling, and barely try to help. I've been trying to order my mortgage contract documents for 3 weeks now and still haven't received a simple email with my documents. Embarrassing customer service.
Reviewed Oct. 21, 2022
I was trying to refinance my house and after all the paperwork was faxed and paid for the appraisal I got turned down. They did too many hard inquiries with my credit and now I am starting over to build credit.
Reviewed March 8, 2022
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.
Reviewed Feb. 7, 2022
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.
Reviewed Oct. 28, 2021
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.
Reviewed Oct. 21, 2021
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"!
This company should be investigated and punished for that gross violation and abuse of customers. When I asked them to sell off my mortgage and transfer it to another bank they laughed and said that they wouldn't do that because I have great credit and that they didn't want to do that. This is by far my worst experience with a bank, especially with a mortgage by far. Do NOT do business with this bank and pray that they never buy your mortgage.
Reviewed Oct. 9, 2021
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.
The house went under contract and the payoff amount they provided was over $45000 more than the payoff shown on the Suntrust website. It increased by not only the forbearance amount BUT they have me no credit for the forbearance funds that were paid on my behalf. The closing was held up for 4 days with the required loan payoff changing and no one at the bank able to resolve the issue. I was forced to pay the loan amount, plus over $45000 which I paid to close even though none of the payments made while in forbearance were ever credited to the amount Suntrust required for payoff.
The payoff could not be reconciled by the bank; they provided varying numbers and had both myself and the law office on hold in excess of 6 hours on 3 days. It was no different than them holding a gun to my head and taking my money. I have had 4 mortgages over my life with SunTrust and always had a positive experience until June of this year. Beware. The banks were got bailed out by the taxpayer for no problem robbing the US consumer and seem to have oversight or punishment that would land a private citizen in jail.
Reviewed Sept. 29, 2021
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.
Reviewed Sept. 15, 2021
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.
Reviewed Aug. 23, 2021
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.
Fast forward a few months later, my home value continues to sky rocket and I decided it may be a good time to request a line increase. So I called back to inquire about this and the next person I spoke to was originally very helpful and told me to call him back when I was ready to proceed. I called him back the very next day, and yet again, my message was ignored. I tried every day for about a week, but NEVER got a hold of him again. I eventually gave up. Luckily, I only have to keep this HELOC for three years before I can close without penalty, but rest assured when three years pass, I will definitely NOT be renewing. Why do Suntrust's reps tell you leave a message and a call back number if they have no intention to return your multiple calls?
Reviewed Aug. 10, 2021
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!
Reviewed Aug. 10, 2021
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.
Reviewed July 24, 2021
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.
Reviewed May 21, 2021
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.
Reviewed March 30, 2021
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.
Reviewed March 25, 2021
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.
Reviewed Feb. 19, 2021
Deborah ** was our loan officer. She was unorganized and unprofessional. I would not recommend this officer to anyone. She had very little knowledge of software Suntrust use for applicants, I asked to be reassigned to a new officer she disregarded my emails, I asked to be forwarded and contacted by her manager. She laughed and did not do so. Just nasty experience overall. Direct Loan Officer, NMLSR# ** at Trust Financial Corporation.
Reviewed Feb. 10, 2021
My husband and I paid off our mortgage. After several weeks went by, we received no notice, release, etc. We called several times with no satisfaction. When we finally submitted a written request for our documents, we were informed electronic copies were the only documents we would receive and originals were destroyed. Where it may not be statutorily or state required, it would have been more appropriate to put the originals in the mail, instead of the shredder. These were important documents to us, clearly not to SunTrust. Leading up to this, my husband and I never had a good experience with SunTrust, even in branches. I would never recommend them, even if they are now re-branded as "Truist". This is a bank of unprofessionalism and not interested in their clients at all. My disappointment is truly complete.
Reviewed Jan. 22, 2021
I applied for a VA mortgage loan with Suntrust Bank September 2020. I completed all the VA requirements and was preapproved and moved to the conditional approval stage. Today is 1/22/21 and I still don't know where I stand. The request for documentation has been unbelievable and often repetitive. I have quickly sent them every item requested. My closing has been postponed 4 times. My loan rep is very unresponsive. I am going on 5 months now on a process that has an average closing time of 54 days. This is unacceptable and I would not recommend Suntrust Bank for any Banking needs.
Reviewed Jan. 21, 2021
Updated on 08/25/2021: In 17 months, the 2 home preservation reps assigned to me, both Damian ** and Janice ** have NEVER returned a call or email but keep charging extra charges with no description till I question it, then miraculously, it is refunded the following month. This is no way to run a business let alone a BANK. They are unscrupulous and I would NEVER EVER use SunTrust or Truist Bank or mortgage for ANYTHING. I'm going to start a class action lawsuits and contacting the media.
Original Review: I have a mortgage with them. Due to Covid they asked if I needed a forbearance program. I said yes, back in May or June. Then approx Sept or Oct they contacted me and asked if I could pay full amount due. I said no, they said there are other options, continue w forbearance or do a loan modification. I said no, I don't want to do a loan modification. The last option was a refi. At first I said no, due to all the closing costs and fees. They said no, no closing costs or fees since it was Covid related and prior to that I always paid on time. They would lower the rate significantly, add the missed payments in and extend it to a 40 year loan. Ok, I agreed to that.
She said they'll mail me out the documents, with all the details, sign and return. They never sent me documents. I kept calling. My rep Damian ** will not accept calls and there is no way to reach him other than email and he doesn't reply. Then they sent me a letter saying my new payment Feb 1st (escrow letter) is $20 less due to overage in escrow. I'm a realtor. This is common. I called back to discuss and the idiot clerk in the phone said the modification is finished and my new payment will be that amount, since I signed all the paperwork and sent back. I said I NEVER RECEIVED ANY PAPERWORK and it's not a modification, it's refi and the letter she is referring to is an escrow letter! She said they dont have a refi, only a modification. I've been calling and emailing and asked for it to be escalated.
Today....I receive the so-called paperwork...just sign and return. No details whatsoever, just the same new escrow amount payment, it doesn't show fees or terms, nothing. Just sign and return and pay this amount starting next month along with some threats that if I don't, my home will go into Foreclosure. In addition, if you lower the rate significantly (which no mention of what the new rate will be) and tack on an additional 13 years to the mortgage, the payment would be reduced to MUCH more than approx $20 per month.
In addition, I knew the name of my rep Damian ** sounded familiar. My elderly neighbor tried to refi with them as well and was assigned to him and same rigamarole! This is a scam and predatory lending. I have NEVER in my life done business with a company where you are not allowed to speak to your rep and you are at their mercy. Thankfully I'm a realtor and know better than the crap they're to push. No details...no rate..no fees..no terms..just start paying this amount or else.
Reviewed Jan. 5, 2021
Keeping giving you irrelevant information, asking to stay on phone to talk to customer service, yet drop calls, have been trying to reach them for 5 days and they don't pick up the phone, worse ever, they don't separate covid relief line from people who have a normal business request. Process my payment twice, can not tell them to apply it as principal reduction that should be the default.
Reviewed Dec. 12, 2020
I'm a current customer of Suntrust Mortgage. I want lower payment, so contact Suntrust Mortgage loan officer for refinance almost 1 year ago. But not finished still now. They are terribly slow process, so documents are expired several times and resend them again. But now they say again expired some....
Reviewed Dec. 8, 2020
After delaying for underwriter’s final approval they finally said no after nearly 3 months based on debt to income ratio which has been the same since approving. Dishonest process and immoral people, biased and racist mindset, this organization needs to go bankrupt, no place in society.
Reviewed Dec. 8, 2020
I am a current Mortgage holder with SunTrust (Truist). I've been trying to get information on my current loan and possible refinance. I called and was told the wait would be 30-45 minutes. I've now been on hold for 4 hours. This is my third attempt. There is effectively no customer service. I've never experienced such poor service.
Reviewed Dec. 5, 2020
Started the refi process for two properties (home & investment) in June 2020. Both were approved in September, but no word from Suntrust. Emails go unanswered and I refuse to wait on hold indefinitely. I decided to start the process with another lender. Even more disappointing is that I have been a client of the bank for over 30 years. You would think they might care. I am shopping for a new bank as well.
Reviewed Dec. 3, 2020
Suntrust, now Truist, has the poorest customer service call center. I have a mortgage account for more than 2 1/2 years. Always paying on time. Called their 800 number for assistance, but waited for over 30 minutes the first time calling. Hung up. Called repeatedly to speak to someone, any person. Each call, there was a significant wait. Even tried to give a call back number. Never a call back by anyone.
Why was I calling, you ask. There was a significant error made for property tax payment or should say the lack of a property tax payment on time and in the correct amount when it was made. You see, Suntrust, now Truist, is neither true or competent. They use a 3rd party firm to handle property tax analysis and tax payments. This firm made the biggest error and never informed anyone. They didn't properly pay our property tax bill, nor was it on time. We authorized county tax office to provide a tax bill to Suntrust who could act on our behalf. Taxes were impounded and part of monthly mortgage payment. We even made up a required shortage but the county did not get paid!! We got assessed penalties and given notice of default. You know what happens after that!!
Suntrust 3rd party firm is Core Logic, who admitted after successfully contacting a real live human that Core Logic, the bank's contractual tax department screwed up. The tax payment monies had been sitting in the account, unpaid while we suffered through legal notices and penalties from the county tax collector. Core Logic was, after direct personal conversation, convinced to pay the county taxes from the impound account. Quite a screwup, don't you think!! NO WAY, it gets worse. Core Logic then does an annual review and recalculation of monthly mortgage payment to determine shortages, if any. Their recalculation for taxes that would be due has resulted in a DOUBLING of taxes projected to be due!! DOUBLE, yes it is true, now TRUIST.
To add to the compounded mess, Core Logic, now part of the TRUIST Team as their tax department admitted the error and promised to perform an adjustment and recalculate the monthly mortgage within 5-7 days. That was a commitment by their tax department to us, the responsible mortgage payers. It has now been 45 days but there has been no adjusted tax amount (it is still double what the county has provided as taxes to be paid in 2020-2021). THAT's right, the mortgage payment is nearly doubled. Who knew, we know the P&I is a fixed amount, the only annual adjustment should be for projected or stated county property taxes due.
There is still no adjustment nor an explanation offered from Suntrust, now Truist or Core Logic, their tax department. As an act of desperation, tried calling but got transferred, put hold again and again. Yup, you got it, we got the Suntrust, now Truist Treatment!! It is worse than COVID, at least with COVID race against humanity, you know the winning horse is still "WE DON'T KNOW," right Dr Fauci!! Suntrust is not TRUIST or Competent.
Reviewed Nov. 2, 2020
124 days to process a refi. The worst experience I ever encounter refinancing a house. No communication between departments. To process the refi they had to do a subordination from a second mortgage that they also hold. This part took an extra 30 days. I will not recommend this company and will never do business again.
Reviewed Nov. 2, 2020
1) I've spent hours on the phone from home and from a Suntrust Bank Branch (accompanied by a Suntrust employee) to get a simple ACH (initiated by Suntrust) problem resolved. Wait times have ranged from 15 to 57 minutes. When I do get a rep I get transferred from one department to another with more wait times and/or lines dropped. One rep had a heavy, unintelligible accent - as witnessed by the Branch employee, then we were transferred to another department (more wait time). I've had multiple reps speak over me and condescend an explanation for something not related to my call. Suntrust needs to train their customer service reps to listen, understand, then proceed. I must say I had one great rep handle my first call to tell me that neither of my BOA Billpay checks had been received.
2) Suntrust is sending inspectors to our investment homes to see if they are occupied; charging me $10.50 for each time. That sounds reasonable, except they sent inspectors multiple times in 3 months. We were on Covid forbearance (so why add charges to an already difficult situation?), yet they are stacking up these 'inspection' charges while I continue to try to get them to correct the problem with my $3374 ACH payment which their online system says was credited (my $3318 ACH made by Suntrust on the same call, for another mortgage was credited), but reps can't explain why I'm still billed otherwise. I work with Chase, NewRez, Bank of America, Provident, Wells Fargo, and Citizens - none of which inspected or charged me for inspections.
3) Suntrust online 'feedback/complaint' link does work saying, 'session timed out' when I'm obviously logged in.
Reviewed Sept. 5, 2020
After 80+ days from my application and $1K in Appraisal, fees and other charges which they are refusing to refund I have given up closing with them. Watch out and be assured that you are not getting best rates in the market with high processing fees with them. Complete disorganized mess and failure of people, process and systems at this company. Stay away if you are looking to save money from refinancing. Their own people admitting to all the integration issues, system failure they are having. The company is taking on way too many application and can't keep up leaving consumer hanging with bad service.!! Stay away - you can find other lenders!!
Reviewed Aug. 14, 2020
Our county assessor's office sent out 4 bills covering 2017 & 2018 late in 2018 and this apparently caused an issue with our escrow. No other county residents with other lenders had an issue. Suntrust, allegedly showing a shortage, increased our monthly payment by $230+, reportedly to cover the shortage. No explanation was given, just a letter saying our payment was going up. It took months of harassing phone calls to gather enough information to understand what had happened. Not even Suntrust understood what had happened. Now that everyone is on the same page, they are not working with me to straighten this mess out. they're not applying payments being sent in, they're charging me late fees and penalties. There is no end in sight to this issue. STAY AWAY FROM THIS COMPANY!!!
Truist Mortgage Company Information
- Company Name:
- Truist Mortgage
- Formerly Named:
- SunTrust Mortgage
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