Truist Mortgage Reviews

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.

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.

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.

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.

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.

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.

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....

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.

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.

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.

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.

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.

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.

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!!

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!!!

I spent the time filling out the online application to refinance my mortgage. No one has contacted me by phone or email. I've tried calling, but sit on hold for > 40 minutes with no one answering. Their website says that their phone lines are open until 8pm, but when I call after 5pm they say that they are closed and the automated routing system just hangs up on me.

On February 15th Over the phone I requested automatic withdraw to pay my mortgage the 17th of March. The money was in my bank account (witch thanks God is different bank) since way before the day I make that call. Someone no pay attention what they doing. Pass the hold month of March. And the money never was withdraw. I was founded because Credit Karma advise me that Sun Trust report me for late charges, which no was my fault. My score went down big time because some individual make a mistake and Sun Trust cover up this can of malpractices. The prove is for months before I do the same request nothing happen until now. Also in December 2018 my wife passed away in January 2019. I went in person to Sun Trust branch in person with the dead certificate to modify my mortgage on my name only. Sun Trust never make that change.

I recently called for a deferment due to me not working for the past 2 month due to COVID-19, I was given a 3 month deferment, now SunTrust is say that they don't care, that I need to pay now. I spoke to a few people but Tasha gave me a #. But those are the people that we'd so disrespectful Kim, Erica, ventent.

I know people who were able to defer mortgage payments for 6-12 months and have payments added to the end of the loan term. The most SunTrust will do is 3 months with all 4 payments due the first of the 4th month. If I could save 4 months of payments in the next 4 months with my business (vacation travel) dead in the water for at least 6 months, I would just pay monthly. It's grossly unfair that needed help is based on the "luck of the draw". If you're with SunTrust, you are screwed. After 3 months, you "might" be able to get a loan modification. Thousands of people got kicked to the curb when lenders couldn't keep pace with loan mod applications. I didn't have a choice regarding servicers, but I will NEVER open a bank account or credit card. WORST OF THE WORST.

I am in the process of trying to find out my payoff balance for my loan account. I was shipped around to 5 different phone numbers and none had any information about my account. I am making monthly payments to the Viera office and they are also unable to give me a payoff balance...yet they take my monthly payments. Where can I go from here?

Suntrust has changed policies to generate fees to the consumer. I refinanced my home loan and was almost forced to open a checking account for automatic withdrawal to make monthly mortgage payments. They no longer accept cash deposits as same day deposits. They automatically cancelled my direct payment and was late twice for my mortgage under these new guidelines even though the withdraw was five days early to the late date. They have charged me 17 dollar a month non usage fee for the past 3 months cause I no longer use the automatic payment method due to the late fees incurred and have just taken my check to the bank itself and have them print up the coupon.

I have had similar experiences as a number of people that have written in. It first started with an increase in my escrow payment, which I did not know although the representative with whom I spoke stated that they sent out a letter (which I did not receive). Letters that followed, however, have been received...and they are telling me that if I have trouble paying I should contact some agency for help. I do not need help, but every month these letters come. I have called them to no avail. They returned checks to me because I was $30 short. Instead of sending a request for the $30, I had returned checks and Overdue Notices.

Over the 25 plus years we have dealt with this mortgage company, there were times we were not pleased. However they made sure the matter was solved to our satisfaction! We would recommend this company to our friends, and use them again if we needed them!

I got a bill for 2018 saying the were late and there was a lien on my home. I pay an escrow payment each month to cover this. They are investigating but it can take up to two weeks. Meanwhile there are fees growing on the account each day. The amount they say they did pay wasnt even the amount of my tax bill. I will never have another mortgage with Suntrust that's for sure.

I have been a Suntrust customer for 10 years with excellent credit.. I just tried to get a loan with Nell **. She is a rude lady that tries to profile people.. I own a small business. She was acting like I was a drug dealer... I am in fact a retired 30 year police taking my money somewhere else... Bye.

My husband and I purchased a 2 year old vehicle in Dec of 2018, and paid it off within a year. We went to purchase the same model, but one year newer and Suntrust indicated we have poor credit with them, when, in fact we do not. They purchased the mortgage on our rental property many years ago. So AFTER they reported us as falsely, they sent us a letter offering to give us a vehicle loan in the amount we were seeking. Luckily, it didn't affect us getting a loan as we've purchased about a dozen vehicles from this dealership.

I've been banking with SunTrust for years and they have found any way possible to make it seem my payments are delinquent. They are unbelievably crooked and have a flawed partial payment system which screws the borrower. They claim I owe 2 months mortgage when in reality I'm just short 62.00. Humans make mistakes but SunTrust takes it to a whole new level. If you're just short 5 dollars they will say they whole payment is delinquent. No matter how much I pay to straighten out the account it's still delinquent to them and they mail back the payments. They now have me in collections for 1728.00 and I only owe 62.00. Stay away from these crooks, please!

They don't follow the policies or information printed with the loan information. Their "amazing" customer service reps argue that the statement you're holding in your hand & what is says in the FAQ on the website are wrong. Looking to refinance and get away from SunTrust.

I should have known this was going to a huge mistake during the application process. Every day my loan rep was calling requiring something else. Fast forward to 23 years later and I still regret using SunTrust Mortgage! I was running behind on my mortgage and they will not assist you at all! I made two payments in January and a few days later they reversed the payments and held my money for 7 months. They forclosed the property and refused any payment all year while I tried to get the loan modified. After holding my money for 7 months, they finally applied it to my account in August! They are horrible! Don't ever get your mortgage with SunTrust, especially a 30 year mortgage!

I’ve been a customer of Suntrust for over 20 years. My mortgage is currently with Quicken Loans. I decided to refinance my loan in August 2019 and submitted my request via their online portal and completed all of the necessary information including bank statements, mortgage statement, tax returns, proof of insurance, etc... I received a call from the loan specialist assigned to me who asked then I submit another loan request and upload all of the information I had already submitted to the site again. I was irritated but I already had all of the information readily available and resubmitted the data.

Due to escrow re-balancing, I short paid two months by $130 each month. Suntrust indicated that they didn't know what to do with my money because it was not for the exact amount so they held on to both payments and sent them back to me in check form. They sent me a letter which indicated that a payment had not been received, and to disregard if a payment had been sent. Mine had, so I disregarded. They then reported me 30 days past due to the credit bureaus. Any attempt and complaint has had not admission of fault on their part and everything is my issue. Customer service is zero with this company. Run far and fast from them if you can, I had no choice.