Truist Mortgage Reviews

Also, I signed on a newly modified loan w/ an effective date of Jan. 1, and the loan doc stated the first payment was to start on Feb. Per the contract, no payment was required in Jan. and I made payments in Feb. and thereafter. SunTrust however reported me as late in Jan., and then reported me as rolling late for several months even though I complied w/ the terms of the new 30-yr mortgage contract. The mortgage escalation resolution team continues to state that the late payments were accurate notwithstanding the contract.

Has anyone else had similar experiences? Pls share. I'd like to know if this is a company wide practice.

In 11/12 SunTrust said it wanted more money. $165k. Our buyers agreed right away. On 12/1/12, SunTrust says they also want a $114k promissory note from us in order for the short sale to be approved. We immediately communicated that there was no way we could possibly sign/pay such a note and that such a demand would just push us into bankruptcy. We dismissed our attorney with the hope that we could go back to working directly with SunTrust to see if any other result could be had. In 05/13, we submitted all new short sale docs. There was also a hearing on the foreclosure in mid-May wherein the judge delayed the foreclosure sale by 90 days to provide time for the short sale to be completed. This 90 days put the foreclosure sale date at 9/11/13.

Two weeks before this date, SunTrust again said they wanted more money - $184k (with no mention of any promissory note). Our buyers agreed to this increase right away and we got the paperwork back to SunTrust within just a couple days. The day before 9/11, SunTrust communicated that they also wanted a promissory note from us for $114k. Of course, we again communicated we could not possibly sign/pay a $114k note and that such a demand would push us into bankruptcy. Needless to say, our house was foreclosed on the morning of 9/11.

I have had several professionals in the real estate business who have told me that they have NEVER heard of any bank ever making such a demand in such an amount. We also have no idea where the amount of $114k came from. It seems arbitrary. Actually, if you add $184k and $114k, it equals an amount above the outstanding balance of our mortgage. How can anyone believe that not communicating this note demand to us until the day before the foreclosure date, after they had 90 days from the date it was set (and actually more like a year and a half from when this all started) was not underhanded??

I have communicated with a Fannie Mae representative who said it was SunTrust who made the demand for the note. However, SunTrust says it was Fannie Mae who made the demand. Well, which was it?? The bigger question is, how could either of them think our family, with the income we make could possibly sign/pay a $114k promissory note. My husband is a PASTOR and I am a stay-home, homeschool mom. We squeak by from paycheck to paycheck. We have NO assets. No savings. Nothing. They have known this from the very beginning. If they don't normally make such demands from clients (per every single real estate professional I have communicated with), what is different about our family that they are choosing to make this demand?? The ONLY difference I can think of is that my husband is a pastor. Does SunTrust and Fannie Mae discriminate against pastors? What else am I left to think??

In January 2011, then the representative told me they actually made an error and we were not approved. Suntrust then told us to reapply for modification which we did in February 2011 and then in August 2011 Suntrust told us that due to Imminent Default Indicator (IDI) test, which is an investor requirement, we were NOT eligible anymore. The reason that our loan failed the IDI test is because they had to now add interest from April 2010 to August 2011 which is $34,640.00.

Between April 2010 and October 2011, we have gone thru hell, calling them every week to follow up and whenever they needed updated documents we got it to them right away. Their mistake of not telling us in April 2010 that we were denied cost us $25,980.00 extra. IF we had known that this process will take 26 months and then they would just deny the modification, we would have just refinanced our home. I believe that Suntrust doesn't care about their borrowers and want to mislead them just to collect interest because they make more money by collecting interest only rather than helping and lowering homeowner's payment. VERY BAD EXPERIENCE!!!

SUNTRUST had initiated a Foreclosure process without being able to prove the right to foreclose - no verifiable proof of PHYSICAL POSSESSION & LOCATION of NOTE & TYPE of Debt Instrument was being collected by their Servicer! The same predicament prevails with new Alleged Loan Servicer & its Principal(s)-Investor(s)... The questions that remains to be answered: WHAT TYPE OF DEBT INSTRUMENT IS BEING ALLEGED, COLLECTED FOR AND REPRESENTED!? The intent of Borrowers is to settle debt.

I am now out $2,000 (earnest money, inspections, MLS listing, etc), and Suntrust acted as though it was no big deal. Absolute worst lenders ever. I just had another lender pick up my account, and luckily can still close on the same day. In addition to never using Suntrust Mortgage again, I am also closing my checking and savings accounts with them. Save yourself a lot of headache and go with anyone else. Absolutely AWFUL experience.

I checked my credit report a few months ago and Suntrust states that I am not current on my payments and that my house was included in my bankruptcy. After several attempts speaking with Suntrust's bankruptcy department and a letter from my attorney, Suntrust refuses to make the correct changes to my credit report. Finally, Fannie Mae told me to contact the "Consumer Finance Protection Bureau". Immediately, I received a call from someone at Suntrust advising me that they are in the process of resolving this matter and that they will be in contact with me every 7 days until it is resolved. I have never had problems like this with any mortgage company and I am hoping for a resolution soon.

The value of the home remains unchanged from when the original mortgage was given. As I said I am now and have always been current on the loan. My credit rating is over 800. It took weeks of calling all the numbers possible to get anyone to return my call. I called 3 levels of SunTrust associates. The original contact never returned calls. Her boss did not return calls. I had to go tot he local SunTrust branch to get them to call and ask the mortgage department to call me. The SunTrust branch associates were also unable to get return calls for days.

When I finally did get someone on the phone from the special mortgage group they explained they did not understand the original documents I had supplied so they just went ahead and sent the number of what I needed to pay before they would sign the release. When asked why they did not call to discuss if they were not clear there was no response. I am still at this date, Aug. 14, waiting for them to return my calls and to let me know if they will adjust the payoff amount to release the funds. They refuse to give any timelines or reasons for delay. While this is all going on I am unable to get to the funds needed to make the repairs caused by the Gas line install.

Frustrated is an understatement of where I am right now. If I had known this was how things would be handled back in May when I started the process I would have paid the mortgage off in full and gone to a real bank with professionals running it to refinance my mortgage. At that time, the rates were at least 1% lower. They have cost me money and headaches and to this point not even a sorry or even a definitive timeline when this nightmare will end.

"Our records show that your concerns were addressed by our Client Service Department. I hope this information proves helpful. If you have any additional questions or comments, please feel free to contact us. We look forward to satisfying your financial needs."

Obviously, my answers weren't answered or I wouldn't be contacting you. See? No straight answers. And of course this was from a Do Not Reply email address. My "home preservation representative" is apparently a figment of my imagination, because I've never been able to get him on the phone for like 6 months. I am very unhappy with the service I've received as a customer, and will glad when my home sells to be rid of this company. Do not choose this lender for your financing needs of any kind. There is no complaint department to address your concerns. And even if there was, something tells me that would get you nowhere anyway. That overall rating of "1" is legitimate.

On top of all that Sun Trust goes and sells my loan to Select Portfolio Servicing (along with a rather large group). This is just the tip of the iceberg. In the last 5 years I have jumped through every ring of fire they asked me to do, I stayed in contact with them each week, sent in copy, after copy, after copy. I completed a 3 month forbearance with them, only to be told they can't help me. When I filed a complaint against them I called them & again they were so happy to get back to me until I started to inform them I knew all about what they did to me. Of course they are not able to find any paperwork on anything I told them.

The latest stab in my back from Sun Trust was finding out that this whole Independent Foreclosure Review thing I am getting a whopping $800 check. They have ruined me, ruined millions of others and are allowed to choose what they feel fit to do to repay us. Funny if I break the law I don't get to choose my sentence. I am so sick to be an American right now, I am so damn mad I don't even know where to begin. Now I have to try and come up with money to sue their butts over all this. I somehow doubt that their big payment of $800 will help any.

I think they didn't know how to interpret basic financial data. I work in financial area so am well familiar with mortgages and requirements. Still, they were a nightmare, even asking for the source of a $400 checking account deposit when we easily have enough income to come up with a $400 deposit into a bank account. They questioned every little thing and harassed us for something new every day. FINALLY, we had a commitment letter and appeared to have met all their conditions. This took over a month. BUT IT WAS A CONDO. First, they said they needed condo POA to complete a questionnaire for the bank. POA CHARGED US $125 and we overnighted the check to the POA so that they wouldn't hold up our mortgage. NEXT, they needed the appraisal to do the condo review. Done. Appraised for more than our purchase price. THEN they wanted our homeowners' insurance which was not even required because the condo master policy for POA is walls-in. Our insurance agent had to explain it to them over and over.

ONE WEEK prior to our original closing date, 5 week old application, we are told there is ONE MORE ITEM: The POA has to be bonded (against theft) and the bond wasn't high enough. Mortgage officer, what a joke to call him that and make him sound important. He was just a cheap (bad) salesman playing telephone to conduit information from his idiot underwriter team. A bunch of illiterates on a big power trip. Went from Friday into the following TUESDAY, now a FIVE WEEK application process, and said every day he didn't say the mortgage was declined, they were trying to find a way around the bond not being for high enough amount. Which they never did. FINALLY mortgage "officer" clown tells me the bond wasn't high enough and couldn't meet Fannie/Freddie guidelines. This after they pounded something like 400 pages of documentation about our entire lives out of us.

They got a tax bill from me for an investment property we own and then they said it wasn't for that property, but we don't OWN other investment property. Of course it was for that property! They didn't understand anything and they hounded us so that I was almost working full-time to satisfy them. VERY WRONG they turned the CONDO - a very high-end community in North Carolina. VERY well-run and greatest reputation, and they declined loan due to the CONDO. So I've called around. ALL the other loan officers with other banks in that area, said they get that complex loans all the time, no problem. They couldn't believe it. The POA management co. and my realtor said they get mortgages in there all the time, no problem. I may lose out on the condo over this. The sellers have told their agent they think it is US, OUR credit, OUR ability to get this loan, which it absolutely was not.

Now in these five weeks rates have gone up, maybe that was their scam. They didn't want to lock into a lower rate after rates increased. My realtor, who lives in that same complex, said he's never heard of this. It's like they were TRYING to deny my loan, for which we are SO well-qualified. I've never been denied a mortgage in my life; very embarrassing and the time that I lost from work, I couldn't even explain it, to do this. SO fed up and at the end the creep loan salesman didn't even apologize. STAY AWAY FROM THIS NIGHTMARE EXCUSE FOR A BANK. STAY AWAY. STAY AWAY. Another local bank rep in the Myrtle Beach area from a different bank told me that Suntrust takes over 90 days to close a loan UNHEARD OF.

The title agent talked to the Suntrust negotiator who said they were looking for $24,000. The investor put the cash in escrow and submitted an addendum to their initial offer, meeting that price. This was submitted on 6/28. Suntrust took 5 days to say, "No. We cannot accept that offer because we do not have time to review the file. Fannie Mae requires 15 days and it's already 7/2." It didn't matter that they had the offer prior to their 15 day cut off. No budging. No negotiation. They took 5 and a half months to turn down an offer, but couldn't take a few days to "review the file." So today, the house was "Sold to Plaintiff"... and now they have it as an REO. They could have just taken the cash.

We're currently facing the court throwing out our case and having to file again or move or who knows what. I feel like I'm a fly in their scummy, scammy trap. It's got me depressed, despondent and defeated with apparently no recourse. Their minions must seriously have to snicker at what suckers people like me are - letting myself be trotted along for a year. I feel like such an idiot.

So a year went by and we got a letter from the attorney telling us that they had set a sale date on the courthouse steps to sell our home. So I called again for it's in review and she asked to fill out the paperwork again because pages were missing. So I did that and faxed it in. Time went on and they postponed that sale date because they said they needed more time - this was the day of the sale. A year and half had gone by and I was still calling to see where we were standing at and got again "in review". I asked about payment because they were reporting us late every month. She said she can't take them so they have ruined our credit.

Their attorney set other sale date on the home and about two months after he did that, Suntrust Mortgage transferred us to another company; they did not contact us about the loan modification at all. So this other company had the loan now but the worst thing was that SunTrust would not turn over the paperwork to them till they sold it on the courthouse steps and they did. So not only did they ruin our credit, they also stole our home. I would not send anyone to the company because they are thieves and lie about everything. They are very poor business people. Still today, I have never heard why this happened. I have called and they said, "We don't have a loan with that name," and they took our escrow money along with it all.

I sent in the documents that are missing and checked back with my negotiator a week later. My assigned negotiator stated the file was complete and will be sent for review. A couple of weeks later, my negotiator called me to state 4506-T form needs to be redone because the dates are incorrect and they now need updated bank statements and pay check stubs. A couple of days later, I sent in the information requested and called the negotiator to ensure she received it. I was informed my back up negotiator the paperwork has not been uploaded into the system and the file has been closed. I talked with my assigned negotiator to inquire what it will take to get the file open. She gave me another list of paperwork that I have not received before. She stated once she received it, she will send the file to be reinstated.

Within the same day, I sent in the paperwork requested. I checked back with her to ensure she received it. She informed me she has the paperwork and the file is in review. Months go by with the same scenario. On June 26, 2013, I received a call from my negotiator stating the file cannot be opened because the application has to be re-written and the 4506-T is not filled out correctly. I informed my negotiator I will send in the paperwork and shared with her Suntrust Mortgage short sale process does not work. It is antiquated and inefficient. The buyers are going to move on to another home and my clients and sellers are losing patience. She said there is nothing she can do. Can someone/entity or government please get involved to change Suntrust Mortgage ways of conducting business?

Of course, one paper was not filled out right so I filled it out again and faxed it directly to her. Three weeks later, I received phone calls to "call immediately." I tried for days to call back, reach a supervisor or any human being in the office, but all I got were message machines and dropped calls or dead air. Yesterday, I received a new modification application packet again. I am so tired of this and want to tell them a few choice words for all of the games they have played. Is there any hope in getting an attorney or filing a complaint? These people have no conscience!

I got the same cookie cutter letter after redoing all the forms as though I had sent nothing in. I would get a phone call from an agent assigned to my case, and when I returned the call, he was never able to answer the phone. 5 days would pass and then he would call back always at the end of the day when I was in traffic. I would call back and another 5 days would pass before he would return the calls. I left messages to please email his concerns to me and was told by another agent (unable to help) that due to security concerns, they could not use emails (then you would have documents of proof they were delaying the process).

This is not a "Home Preservation" dept. It is a home destruction dept. You have to be an attorney to fill out these forms exactly the way they want them. If you forget to dot an “I”, they reject the forms. One line asks for additional income, which I filled in and was later told I had to leave it blank even though I have additional income and there is no other place to put it on the form. This is not rocket science! I am paying 6.5% and they can give me 3% to stay in my home. Or, they can foreclose on it and auction it off for half of what I am paying and bring down home prices in the neighborhood by doing so, further destroying the economy.

This needs to be streamlined to help homeowners stay in their homes. Our utility bills are skyrocketing for no reason. Costs are going up on everything. Consumers are getting gouged and taxes are going through the roof. They claim they want to help homeowners keep from losing their last lifelong investment? It's a joke! Chase is no better; they all run the same scams. My Physical therapist has been trying for two years!!

Last time I refinanced, there was a month or so that I didn't make a payment due to the refinancing so I thought this was a similar situation. Vicki did not instruct me not to pay, but she also didn't tell me that I needed to remain current to qualify. A week or two later, I received a call saying I was qualified for refinancing and I would be getting a call with details. I received a call from someone asking about my payment history. I answered all the questions and then the following day received a call from Vicki. She told me I was denied refinancing due to not making the March payment. I was, of course, very surprised and asked what could be done. She sharply told me nothing. I need to get caught up on my payments and reapply in six months.

I then got a letter in the mail saying my house was going into foreclosure if I did not pay the balance by May 5th - less than two weeks away. I called and spoke with Karen, Vicki's supervisor, the following day. She said not to worry and would see what she could do to help me. No promises, but told me not to stress about it and she would call me later that afternoon. Two days went by and I didn't hear from her. I called back. I explained my story to at least five people with no help, only transfers and pass offs with no answers. Finally I got Karen's assistant, John **. He was nice, professional and always answered my calls. He told me Karen was on vacation and would be back the following week, but knew I was pressed against a deadline and would try to have her call me sooner. She did not.

The following week I called her Monday. She was still on vacation according to John when he got my call. Told me she would call me when she returned on Tuesday. Three days and at least 4 calls later, I finally got through to Karen - thanks to John. At that time she told me there was nothing she could do and I just needed to make my payment. I could call another number to see if a payment could be deferred, but she doubted it. So having one business day left to pay before my home is to go into foreclosure, I called to make a payment and bring my loan current. I was told my balance is 0. I was of course confused. Apparently, my loan had been sold and no one could tell me this? My loan was no longer even through Suntust. Had anyone even looked, they could have seen this. I was not notified.

So I am now working with another loan company. I have never been more upset and frustrated as I have been the last 2-3 weeks dealing with this nightmare and thinking that I am going to lose my home. The lack of follow-up and communication at Suntrust is awful and has caused me a great deal of heartache. I have never made a formal complaint of a company before, but I couldn't just sit by and allow myself to be treated with such disrespect without saying something. I thought financial institutions were supposed to be helping people, not causing them more anger and frustration.

I got four letters in March from Suntrust acknowledging their errors, saying they would correct those months. But they did not. When I contacted the Office of the President again, a woman told me they would not abide by their own letters! And they reported me delinquent in January when one of my payments (made on time) wasn't processed correctly due to a typo, even though I contacted Suntrust to ask if there was a problem and to offer a replacement payment. Long story short: They have ruined my credit for a year, refused to correct their errors, hung up on me, been rude, have destroyed us financially! These people are ruthless and the absolute worst!

My last submission on 3/5/13, it took two weeks to upload my paperwork and still has not been reviewed. But I am getting robo-calls requesting to submit another entire package of paperwork, requiring W-2s, bank statements, hardship letter, financial statement, pay stubs, etc. What happened to the last set of paperwork? I swear they are doing this on purpose so they can justify keeping a large staff employed. All I want to do is to reduce my interest rate, which is now a staggering 6.625%. The savings would allow me to include taxes and insurance and still have a similar payment, whereas now I pay everything separate.

I feel strongly that Suntrust is playing games with me. I don't know if they don't have a program for me or better yet, maybe they want to force me out of my home. I am very, very upset and angry about this and I wish someone would do something to stop them.

2 years later, we wanted to refinance for a sweeter deal. Credit score was now 819. House appraised at approx $500K. Still, we had no other debt. I wanted to put $10k down on the principal and refinance $255k. Loan to value ratio was at 50%. Weekly, for over 100 days, I sent more paperwork, check stubs and bank records than I could possibly count. It just went in circles. I was told not to make payment because "we were close." I got over 60 delinquent calls from Suntrust Collection with no understanding I was trying to refinance with them! "It's not us, it's Freddie/Fannie," was all the response I could get. BS, I've seen too many people with less equity, lower credit, more debt and breeze through refinances. Finally, after 3+ months of this, I ate the $431 appraisal fee, told them to stick it. I refinanced 10 days later with another company.

Twice, I trusted SunTrust. Twice, I was overqualified their requirements. Twice, they took over 100+ days. Twice, I listened to all their excuses. The business model is asinine. I'm fully convinced that Suntrust's underwriters are probably not homeowners themselves, and they sure as heck have never built a house. They couldn't jump through their own ** hoops if they have.

They tried to cheat me out of my $1000 down payment by trying to eat up this money in their closing costs. Never was I told I was approved for the loan despite a closing date being established. Their paperwork heading states: Truth In Lending. What a joke! They will not refund the $450 application fee and have, to this date, never sent me a copy of the appraisal. I bought this home myself with closing costs of $1070.00. I feel very sorry for the folks who have no choice but to deal with this bank.

While house still listed, my realtor took someone to show the house and locks had been changed on my doors. No one contacted my realtor knowing the house was up for short sale. Oh, it gets better. My house has been in my name for 4 years just sitting there empty! This house has been in foreclosure for 4 years and they just keep trying to dig deeper to destroy my life and credit! Oh, trust me when I tell you this is war! I am not going to let these non-educated people get away with this. How could you run a mortgage company with people who don't have any knowledge of mortgages? Good luck to all who have to deal with this nightmare of a bank!

We got the loan modification's final paperwork. This was the last thing Suntrust needed. They said from 13% interest rate, they would match the first mortgage at 4.3%! We sent all the paper, then they kept on denying the modification. Yesterday they called us and said they could settle for less and we could get rid or the second mortgage! We are scared from reading all this stuff that the government is allowing Suntrust to do this to us American citizens! Suntrust has taken $70,000 in interest from the $80K loan we started with and now we still owe $80K 7 years later. Now they said they will transfer the loan if we don't send them cash to settle.

Please help. We are afraid that they will steal my mom's money and the money she is borrowing from her sister to help pay! They need money by Feb. 25. What should we do? Please help our family. My dad just had a cancer tumor taken out of his brain 2 months ago. We have so much stress and no conclusion or help. I can't believe the government allows Suntrust, Nationstar and Aurora Bank do this to people. This is not fair. Please call me. We are in need of the government's help. My dad is doing radiation, losing all of his hair and afraid we will lose all our money! Please help. We live in New Jersey! Please help!

The Good Faith Estimate came back with a locked rate for 91 days. Surprisingly, our rate had been locked as of our phone conversation, although we had never initiated it and although January was a long way off for a closing, it probably wouldn't take that long. 91 days was just "in case." Like other comments I have now read, we needed to submit or rather resubmit some papers before the loan could go through underwriting. That delayed things. We called to inquire and everything looked good. Papers had gone to the underwriter.

Shortly before the January deadline, Suntrust wrote a revised GFE and an extension on our rate. We called and wrote to the underwriter to inquire what had changed other than the possible closing date. A week went by, but we got no answer. The loan originator answered our inquiry with assurances that we'd get a final closing date by the end of the week. That is when I decided to apply for a loan with another mortgage lender. I wasn't interested in taking Suntrust's ride any longer and rates had again reached an all time low. Sure enough, shortly before the February deadline, Suntrust sent us another revised GFE with a 121 day extension on our rate. This time we could say no thanks. Enough is enough.

Now, they finally write us a letter stating that we don't qualify. We have begged and pleaded with them, and they have not helped us at all. We both have good jobs, and I believe they did not give us the chance to start again so we could keep our home. Now, we either have to sell the house quickly or turn it over to them. What can we do about this form of abuse?

They did this after I had someone send a check in because I do not use checks anymore and they wanted to see 12 consecutive payments from my account. After I told them what happened, they did not care. The Real Estate taxes have been paid the year after the taxes were due and all I got for a response was "We have until the 31st of Jan. to get them paid.” This year, they are not paid yet and it is Feb 4. David ** says it is customer service; customer service says they can’t release them due to the refi. bla, bla, bla.... To have my husband's named removed, they want me to send another copy of his death certificate to someone else. When I tell them they have it and for them to just call David **, they say they cannot do that. This company stinks and anyone who chooses to use them is in for a big disappointment. They should be charged with some criminal fraud for misrepresentation.

I went to the Philippines Suntrust office in July 2012 to update my balance. I was surprised to find out that only PhP300,000 was credited for the one-year payment I made. I complained and asked how this happened. They said that most of the payment I made went to the interest of 18%. Nobody ever told me about this before, neither my agent nor the manager. Nobody helped or explained this to me even though I brought this to their attention. So I went to my bank, BPI, and applied for a home loan so I can pay off Suntrust as soon as possible. A month later, I found out that my bank can only release 80% of the amount I owed which is not enough to pay off my Suntrust loan balance. So I cancelled my loan application with BPI. I went back to Suntrust instead and asked them to go through the loan process. I submitted all the needed documents before I went back to Japan. After a week, BDO emailed me stating that they are releasing 90% of the loan amount. BDO told me to submit the consularized SPA from Philippine embassy here in Japan and send it back so that my loan can be released right away. That was in 2012 Aug.

BDO confirmed that they had received the paperwork but cannot release the loan because Suntrust hasn't signed the approval. I was given the runaround every time I call and make a follow-up all the while sending my payments to Suntrust which is taking more interest. I am so hurt and depressed as to why Suntrust would do this to me. I do not work hard just to give my money away to pay for the 18% interest. If I have known from the beginning that this house that I fell in love with has 18% interest on it, I would have never closed the deal. This was never mentioned to me before. All they said was the more I pay, the sooner I finish off the loan. Even the person doing the computation never explained anything to me. They assumed I knew the 18% percent interest. I honestly didn't know, and all that they told me is if I pay the 20% downpayment, I can move in to the house right away. Because they saw that I was so excited, they took advantage of me. They all lied to me to close the deal. Now, what am I supposed to do?

My husband is in the US Navy, and I am working so hard to send my payment to Suntrust. I agreed to close the deal for a couple of days only by phone because I trusted the agent and the manager. I am writing to you before I call my lawyer. My husband and I want a full refund from Suntrust. We only use the house on vacations and have only stayed on that house last July 2012, and that's it. The house actually looks nicer now because I added some landscaping and grotto. I have spent time and money to complete all the paperwork because I love this house so much. My husband is mad and no longer trusts any company in the Philippines. We are filing for a full refund. I have all the records with all the bank to bank transactions as well as all the receipts I received from your office. (The contract to sell does not mention the 18%.) Please contact me if you have any questions.

After waiting and waiting and calling and calling, on November 13, 2012 (exactly 6 months from our first request), we were once again asked to fill out the request for modification, write a hardship letter, send pay stubs and our monthly expenses. We did this right away and everything was to Suntrust on the morning of November 14, 2012. I finally received a call on Monday, November 26, 2012 and I was told that we were only approved for a repayment plan. Suntrust will give us the honor of paying $2,095 per month for 27 months and once that is caught up, we will only be paying $1,600 per month again. Hello. If we are struggling with $1,600 per month, how are we supposed to pay $2,095 per month? My wife immediately called Suntrust back and left a message (because you never get anyone) and asked how soon we could expect someone to come knocking on our door because as far as she was concerned, they could have the house back.

I spoke with our representative Shelly and she gave me the number to speak with her supervisor, Justin **, with the Loan Preservation Department. Justin told me that the repayment plan is what we got approved for. Justin also stated that Suntrust doesn't participate in the PRA plan nor do they jump from plan to plan to see what you might qualify for. I wanted to speak to one of the investors but of course, that was not possible. Our house is worth $70,000 less than what we owe. Suntrust would rather see us lose our home, have it sit empty for a year or so and pay foreclosure costs only to sell our house at auction for way less than they would get if they would just give us a loan for the $150,000 it appraised at and continue to allow us to live in our home. A house down the street similar to ours sat empty for over a year and was then sold at auction for $83,000. There are currently three houses up for auction in our small neighborhood of 50 houses.

This is the second time that we have tried to be proactive and work with Suntrust to get our payment lowered. Our credit is shot and we can't get another bank to even look at us because our house is worth so much less than we owe. A friend of a friend who works for a bank told us that Suntrust has a very bad reputation and if we had our mortgage through another company, we more than likely would have been approved for one of the Making Home Affordable plans because banks don't want people's homes back. I sure as heck wish we were financed through another institution. We have sent all of this same information to our Congressman and the Governor of Ohio because we really would like to know who actually benefits from the millions of federal dollars that are available for homeowners who are sinking. What hoops do we have to jump through?

The Making Home Affordable plans require that a homeowner owe no more than $729,000 to qualify. We owe nowhere near that amount and meet all of the other guidelines with the HAMP and PRA plans and we just want some help so we don't have to leave our home. If you ever hear anyone mention trying to get a home loan through Suntrust Mortgage, Inc., tell them to run!

When I contacted them on Nov. 14th, the reason they gave was that the city on the mortgage was different than the one on the insurance I bought. Anyway, I had my insurance guy fix the city name and fax the information to them on Nov. 15. I wanted to have them expedite the refund so that I can close my refinance on Friday, the 16th of Nov. They told me it would take about 2 to 3 business days to do so. I went ahead and put some money in the escrow account so that I can refinance on time. When I contacted SunTrust Mortgage on Nov. 20th, they said to me that they never mentioned that it takes 2 to 3 business days. They said according to their notes, they said that it takes about 5 to 7 business days. Apparently, they say something and they write down something else.

I did receive a letter from SunTrust on Nov. 16th, dated Nov. 12th stating that there is a discrepancy in my insurance information. Apparently, it took them two weeks to realize that after purchasing a separate insurance with my hard-earned money. So now I do not know when I will see my money. Thanksgiving is in two days. I am short of money during the holiday season to buy gifts for my kids and family. I am going to be behind on paying utility bills and credit card payment. Thanks to SunTrust Mortgage incompetent management. Please people, this is my humble advice. Stay away from SunTrust Mortgage, they will take you down. No wonder no one has given them any positive review. Please do not use SunTrust Mortgage.

I am back in the house and still trying to rebuild my life. I just got back from faxing 52 pages of documents again. They will probably say they did not receive them or that I faxed them to the wrong number. I have been given a person who is supposed to be my go to person so that you aren't dealing with a different person each time you call. Sounds good in theory but I have never been able to get her on the phone. I went to a SunTrust branch today so they could call for me and they could not get her on the phone either and the extension is incorrect. What a runaround. Did I mention that at 46, healthy 107-lb woman I had a massive heart attack last year? This stress really just might kill me!

I read similar reviews from other frustrated clients with similar stories. You can complain to BBB as well as email the attorney general, AskDOJ@usdoj.gov as well as consumerfinance.gov and you can also start petition at change.org. Avoid SunTrust if you can since they’re useless, unethical and don’t give a damn about clients. The best thing to do is take a class action against them and their underwriters. I was told by them underwriters are gods. Go figure.

Then after two more contracts, it’s still not closed. How come these people are not held accountable for this? Is there nowhere to complain that will get results that will changes the way they treat people? Why is this okay to keep lives in a stressed out situation that affects their health and well-being? The sale of my home is to improve my health, not to make it worse.

Then about a month later I looked at my statement and see that SunTrust again paid my insurance company an additional $25.83 for which they could not give any reason as to why. At least this time my insurance company received the check so they were able to refund it to me. SunTrust now wants me to take the check that the insurance company refunded me for the $25.83 and deposit it back into my escrow account. Overall, even though they had good rates, SunTrust has had terrible customer service and can't seem to handle the simple management of my escrow account and keeps giving my money to my insurance company for no reason!

I already paid the painter to paint the house and paid for the kids’ private school fees as well as paying for furniture and moving. I also had a bid accepted for my current home. The lady calls me and says "underwriter didn’t approve the loan because it is a second mortgage in another state" - this was almost 45 -50 days after this whole process was started. Bottom line, I tried to purchase a home with SunTrust. Instead of being a home owner, I will be homeless in a few weeks. They are horrible to deal with and have no communication in the company.

Once everything was received, I was told that we were in great shape. After all, my wife and I had good debt/income ratio and 730+ credit scores. Also, we were told that they were a bit backed up and it would take between 30 to 50 days to sign the paperwork and be done.

I'm going to make the story short and skip over 3 months of emails and phone calls. In month 3, I received a call from my banker and it turns out they were so backed up that they hadn't even gotten to my file and that all the paperwork I had submitted expired and I needed to re-submit everything! I went ahead and did it all over again!

Month 4 came along. Well, as you all can imagine, life goes by and things happen. Well, my wife and I got pregnant and we decided that she should become a sub teacher instead of full time so we could move closer to my job and she could stay home when the baby is born (2nd). We are lucky that I have a great salary and we can still easily cover all of our expenses without a problem. We didn't even need her salary to make the cut. We put it in order for her name to be on the house and they knew it!

Enter month 5, they told me that they called my wife's school and she apparently didn't work there anymore and they had to redo all the paperwork because they were not sure that the debt/income ratio calculation worked for us anymore. Approaching month 6 - I got a call to schedule the closing, finally! 36 hours before closing, I received an email from the banker telling me that in the final review by the underwriter, they discovered a couple of things that needed to be cleared immediately in order to be able to close on time.

I needed to explain 3 large deposits in my bank account from 6 months ago. Two of these were very clearly explained in the bank statements to be State and Federal tax returns for the exact amounts stated in the tax returns I gave them. Clearly this indicated that they never reviewed the paperwork I gave them or that they had the most incompetent team of financial analysts review cases and one which was a sign-on bonus from when I started my new job. I have to track down an email from the recruiting company showing that they sent me the money and get a copy of the check they deposited on my account and re-submit today!

Oh yeah, and one more thing, they realized that there is a second name in one of my bank accounts (my mother, from when I opened that account while I was in college) and they need that person to sign and supply a statement giving me full access to the funds in that account. In close to six months and the two times I had to submit my paperwork and the three times they had to review my case, they never noticed there was another person's name in that account. Guess what? She is on vacation traveling in the mountains of Central America. On top of that, she sent me a paper for me to sign explaining why there have been inquiries on my credit score in the past 6 months. How the hell do I know? There are always bogus inquiries from credit card companies that send you pre-approved offers.

And here is the kicker. I called the title company to confirm the appointment the night before, and they told me that my bank actually cancelled earlier in the day. Would it surprise you to find out that they never let me know? I had taken the day off work and the ** didn't even have the courtesy to let me know that they had cancelled. After all they have done, they would have still had me not work and show up to the title company for nothing. If I weren't so desperate to get this done, I would be contacting an attorney or filing an official complaint at the BBB, but I don't want to hinder the process any more. We are so close I can smell it. I just want to sign the damn papers and never deal with them again.

Thank you, Suntrust, for bringing a ridiculous and undue amount of stress to myself and my family. I will never do business with you again, and I swear to God that I will do my very best to make sure no relative or friend of mine ever does.

So, they decide to split up the check into three parts. They sent us the first part and in order to get the second part they say to just send receipts. Then, I called again and this time someone told me, "You have to have it inspected to prove that 50% of the work has been done." I say, "How can I have 50% of the work done with only 33.3% of the money?" They just repeat themselves. They don't care at all. I called again to confirm and they say, "You just have to provide receipts." So, whatever! I still don't know what the truth is, but we scheduled an inspector anyway. Now they are waiting 10 business days to send the second part. Meanwhile, we have workers finishing the job that need to be paid.

Every time I call, they give me grief. There’s no satisfaction ever. It is a slow process working with them while we have been doing the right thing to fix our house. We started right away never dreaming that SunTrust Mortgage would make the whole process stressful and inconvenient. Every time I call, it is so obvious that they don't care one little bit the trouble they are putting us through. I really thought that the insurance company would be the hardest to work with, but the actual hardest part has been cashing a check. Unbelievable. SunTrust Mortgage views each little department as separate: SunTrust Bank is different (in their eyes) than SunTrust Mortgage. Well, to me, they are all SunTrust, which is why we will be closing our checking, savings, business checking accounts as well as refinancing just to get away from them.

I deposited my Bank of America personal check for my mortgage payment like I have been doing for years in one of Suntrust's ATM at its Wycliff location in Lake Worth, Florida on August 2nd. The check cleared the next day. The funds were mortgage payment and were available in my Suntrust checking account awaiting to be drafted by Suntrust Mortgage. It was not "drafted" by Suntrust until August 7, 2012, which is 5 days after my deposit to my Suntrust checking account. This was an unusual delay of this nature by Suntrust Mortgage. This delay triggered the insulting collection notice on voicemail to me about the consequences for not making a timely mortgage payment.

Suntrust Mortgage reps out of Richmond, Virginia told me that the collection department was only complying with Freddie Mac or Fannie Mae's requirements. Suntrust Mortgage reps did not understand why I should have received such a notice since my funds were in my Suntrust checking account awaiting to be "drafted" to pay my monthly mortgage. What a revolting development! I warned them that if this continues every month, I will seek legal action to have this harassment stopped. It appears to me that Suntrust Mortgage's right hand does not know what its left hand is doing. This is upsetting to me as a longstanding Suntrust Mortgage customer. Suntrust wished that they had more customers like me that make their mortgage payment in a timely fashion.

I am a single mom with a briefcase of documents from where they screwed up! Unfortunately, I have no other family to go to; so if they take this house (that when I asked to be refinanced when my credit was above 700) yet refused me because they foreclosed and it destroyed my credit, denied me a mod based on that, have over inflated the amount due and refused to even speak to me now. What do you tell your six-year old that asks, "Mommy, what is going to happen to our home?" We owe less than $100,000, people. This is no mansion, but it is our home. I fought for it for over three years. But Suntrust won't lend to a single white female. Their words, "We would rather have two people than one." What am I to do?!

How does a company do business like this? Again, I am out of work and this mortgage is killing us. Not to mention, it goes up because the insurance went up. I am sorry to say that since they are not willing to help, then I can do no more. All these programs the government has to help homeowners and my mortgage company is not one of the ones involved. Screw you Suntrust Mortgage.

I am frustrated, irritated and concerned that I could lose my home because of their negligence. Before all of these, I paid on time and was actually ahead of schedule. I would think they would want to help people stay in their homes, that seems most beneficial for both parties. I have also had a representative be rude to me and then hang up on me before. I did not know that this was such an incompetent company to work with. They are negatively affecting other people's lives and don't seem to care.

They needed to change the address for the property. For when we were buying it, little did we know the address was different. Really? I always use the address we are still using today. We get a letter 20 days ago stating our house payment is going to go up $500+ a month because we don't have insurance?! What? Yes, we do. The insurance company called them while I was on the line and verified that I was correct. They say, "Oh sorry, the whole address problem needs to get cleaned up." Post office fixed it and the next day faxed it to them. That was on Friday, June 29th, 2012. I called Monday. They said, "Yes, we have the fax. Yes, it is being updated. Don't worry, your payment will be normal. The insurance department has to look at it. It will take 7 -10 days." They said they will send a letter; I say, "Go ahead, but I am calling because I don't get all of your mails."

On Tuesday, July 10, 2012, I received a letter from my bank, which says my account is overdrawn because of the large mortgage payment. What? Are you kidding me? It is 5 pm and I called the bank and no one answers. I called Suntrust and they jerk me around from person to person. Finally, they say, "Our computers are down. Call us back in two hours." Okay, I call back two hours exactly. What the **? The offices are closed for the day. Are you kidding me? One of the phone calls I am making in the morning is to a lawyer. This company stole from us. They should not be in business. We did nothing wrong except make our payments on time every month for 4 and 1/2 years.

I then received a request for all my documents that I already supplied to send them again. This happened several times and when I said, “You have it.” They said, “Well we can’t find it.” The first closing date was set for May 16th, then 23rd. On the 22nd, they said to request an extension to the 31st, which we did. They asked me for paperwork from over 10 years ago. It cost me money to get everything they wanted but assured me that it was just a normal process. They then asked for an extension to June 8th and asked me for bankruptcy papers from over 10 years ago. Again, I got them the paperwork.

Today, they came back and denied me as too many lates since bankruptcy, which is an absolute lie. I have worked extremely hard to repair my credit since the bankruptcy and my scores are good. They are liars, each and every one of them. Do not go to SunTrust, they steal your money. I paid them $450 for an appraisal that they refused to give me a copy of, and refuse to give me my money back, not to mention the money down and so on. Thieves are what they are. Stay away from them.

The next month, I received a statement stating that if I paid my past due escrow balance of $268.00, then my payment would go back to $800.00 a month. That was great news! I paid that balance monthly from October through January, had no collection calls, etc. In February 2012, my payment of $800.00 was rejected and the collection calls started pouring in saying that I was past due $3,489.00! Crazy! The only thing they could tell me is that I could apply for a modification if I sent in a lot of paperwork (which I did in early March).

Well, it is now early June and has had to send in the paperwork 3 times in the last 3 months. I was given a point of contact and was due to be assigned to a solution specialist. Today is June 1 and my point of contact no longer calls me and I cannot get in touch with her (just passed onto an assistant). I still have no solution specialist, and my past due balance is now $9,500.00. I am told to call every few days for an update. But a lot of times, I call the home preservation number and enter my loan number, etc. The phone will ring a couple of times and circle back to the original number (home preservation number) that I just called asking me to enter my loan number etc. in (and just keep doing that)!

I am totally frustrated! I have lived in this home for 18 years and can't see losing it just because SunTrust can’t get their ** together! What is one to do at this point? Just move out, file chapter 7, etc.?

All papers were filled out and notarized by me & the roofer whom I chose to do repairs; and were sent back via FedEx (your envelope) to SunTrust. Calls I made to SunTrust were answered namely by Micah **, Orlando (Customer Service). Apparently I was given to Amanda ** for a response, she never returns calls. On 5/2/12, I called her and again her voice mail is full - not accepting any messages. What a way to run a business!

After several phone calls and a relinquishment in March of 2009, because of their process and the length of time they took, we cannot qualify to buy a home for an additional year. We have tried to get them to correct the transfer date, but no one ever calls you back. I was told repeatedly by the complaint department that they will email the person and have them contact me. Surprisingly, no phone calls ever. I finally gave up. I hope the investigation I launched on them will result in major penalties and possible closure of this mortgage lender.

That previous Friday, I received a call from the Suntrust counselor stating that I did not qualify for any of the programs and the home would be sold on Monday and that I needed to call their attorney. I frantically called the attorney and asked them to find out how much I needed to bring the loan current (Suntrust never allowed me to bring the loan current while my loan was being processed nor did they offer me a short sale option). The attorney sent a message to Suntrust on Friday, but no response from them.

I called Suntrust on Monday morning and begged them for help - my mother was in Hospice care and she was not expected to live. The attorney called me back on Monday, but Suntrust did not give her the figures to bring the loan current. All they said was "ask them how much money they have". I said "how much do I need?" They called Suntrust back and again no figures from them. All they said was, "We don't think they have the money, so the home will be sold at 2:00 PM today." They gave me 2 choices; 1) spend all morning trying to find an attorney to stop the sale or 2) stay with my mother while she was dying. I gave up the fight and lay with my mother, who passed away that evening. Suntrust is deceitful. They break the law and are inhumane.

Today, we got a call that the loan officer no longer works at Suntrust and that our loan just went to underwriting (It seems like they should be able to tell us the exact day it went, but of course, they can't.) and it can take 20 working days, which means another freaking month! I believe we only locked in for 60 days, so we will lose our rate.

I am so irate; I can't see straight. My neighbors and two other people I know recently refinanced their homes, and it only took 3-4 weeks to refinance through another company. If we hadn't already paid the appraisal, I would tell them to get screwed! Do not finance through Suntrust!

After three months of marketing and intermittently dropping the home price, and after discussions with both our 1st and 2nd mortgage lenders (GMAC & SunTrust respectively), we opted to move forward with a short-sale of our home. In July 2010, we received an offer of $400,000 and submitted all the required paperwork to both lenders. GMAC countered, asking for $425,000. The buyers agreed to pay this amount and all paperwork was re-submitted to both lenders. No response ever came from SunTrust (2nd mortgage holder) to either the $400k or $425k offers.

In spite of my agent's completed submissions to them and persistent weekly (and then even more frequent) calls to them, all we ever received were promises and phone shuffling from one department to the next. On November 11, 2010, GMAC formally approved the short-sale of the home for $425,000. My agent and I began lobbying SunTrust even harder to make a decision with more frequent calls and other correspondence. No response ever came from SunTrust. On December 27, 2010, 10am, the home was sold at an auction back to GMAC's Real Estate Division for $427,258.53.

On December 29, 2010, two days after the foreclosure, SunTrust formally approved the short-sale of the home (at the original $400,000 offer). They also asked for $20,000 to cover any shortfall. SunTrust let this matter languish for over 5 months and then did not even respond to the higher price offer ($425,000) that had GMAC accepted. SunTrust completely mismanaged this process and is responsible for the loss of the sale I had the right to make on my home, and for failing to negotiate a settlement with my agent and the 1st mortgage holder.

I consulted an attorney and in March 2011 made a limited-time offer by certified mail to settle the matter with SunTrust. No response ever came from SunTrust. Instead, over the next year, I received monthly statements from them charging a $10.75 Property Inspection Fee on a home that had already been foreclosed! In February, 2012, I received a letter from debt collection company LCS Financial asking for just over $64,000. Next step? Litigation!

After about 10 minutes or so, Karen ** returned to the phone and said to me, "Mr. **, I have gone over all the information you have given me about your manufacture home there in Georgia. My supervisor said you are okay for approval for refinancing your manufacture home but there's one thing I have to tell you. You will have to pay for your appraisal fee up front for $537.50 and it is non- refundable." I responded by asking, "What do you mean by that? If everything is honest and upright, we shouldn't have any problems about a refund, right?" Karen responded by saying, "Sometimes people are not honest about what their home is worth so we have to say that, Mr. **." I said, "Okay, Karen. I just don't want to lose $537.50. As you know, I am a senior citizen on a fixed income and do not have money to throw away." Karen said, "I understand. I am sending you the application."

Upon receipt of the application on 2/15/12, I called Karen ** and began to go over all the information I had already discussed earlier. I said, "Karen, is there anything that you or your supervisor hasn't ask me about my credit, my manufacture home or anything that would cost me to lose my $537.50. Because we need to be honest to one another." Karen replied, "Mr. **, your credit is fine. We have all the information on your manufacture home and my supervisor said that your home falls within the guidelines of Suntrust Mortgage Refinancing. You're okay, Mr. **. Return the application with the check for $537.50 on 2/24/12."

The check cleared the bank on or about 3/10/12. A man named Julius called on 3/13/12 said he was the appraisal and he will hit me about 1pm. I asked him, "What do you mean by hit me?" He then said he will be by my home about 1pm. At 11:05, my dog was barking loudly and there was a car sitting outside my gate. As I look out my window, I just continue my bath. The phone rang. I picked it up and it was that Julius man and he said, "I am in front of your home." I said, "Gee, I thought you said 1pm. Okay, I'll open the gate." I approached him and asked for ID. He had no card, no last name, nothing to identify to identify him with or connect him to Suntrust. He had a little round stick object in his hand. I thought to myself something is wrong with this picture. Fifteen minutes later, he's gone.

On 3/22/12 at about 2:30pm, Karen ** called me and said to me, "Sorry, Mr. ** but we don't refinance manufacture homes in Georgia. We made a mistake. I'm sorry we forgot we don't service manufacture homes in Georgia. But what my supervisor and I are going to do is we are going to try to get you a refund of at least $212." I said, "No, no, no. Karen, I did ask you several times to please review all the specs before I send you the $537.50, and you told me that you and your supervisor are sure that Suntrust can refinance my home." To which Karen replied, "Yes, Mr. **, you did but we made a mistake. I feel bad so I'm going to try to get some of your money back." I said, "Karen, I told the truth and I did not make any mistake. You and your supervisor made not only a mistake, you two scammed me out of my $537.50 and I am due all of my $537.50 to be returned ASAP."

My home is not even worth the amount that is owed. I owe over a $165K and my house is valued at $110K because of the housing market. I like the idea of home ownership and have even asked to move into another home that I can afford. They have the perfect home listed at $120K and I could be paying $600 per month, instead of the $1200 that I am currently paying. The $600 home is much more affordable. I am tired of being given the runaround and would like very much to come to a resolution very soon. I feel as if they are not helping me with keeping my home but are continuing to accept mortgage payment and putting me off until they can get a foreclosure. My original loan was with another company and SunTrust bought my mortgage almost a year after being in my home. Since then, my mortgage payments has increased by $400 per month.

I work for a title insurance company and have never heard of this before. There is absolutely no customer support or any interaction between Suntrust and their clients. I have come to the conclusion that this is a scam. I had to pay $650 upfront for appraisal and processing fees. I know the appraisal was done but I'm pretty sure no processing has been done. I think they just collect the fees until the customer gets fed up and goes somewhere else and of course, they keep the fees. I wish there are more laws supplied to consumers for dealing with lenders like this.

Before this could be investigated, I was sent into foreclosure. Fortunately, the foreclosure didn't happen but Suntrust could not tell me what happened to those payments after I provided proof from my bank that those payments were paid and cashed by SunTrust. After countless phone calls, letters, and emails I sent to them and even applying for another loan modification (per SunTrust), I was recently laid off from work and is forced to do a short sell on my home. I continue to fight this battle with SunTrust about those 4 payments that they took from me.

We explained we don't have an escrow account, we will be glad to pay you for the taxes that you paid but we do not want escrow. So they said fine, mail us the check. We mailed the check certified mail and now they can't find it. But it was signed for and we have the receipt. The supervisor we spoke with would call us back. His name is Jason **. Guess what? Yes, he never called back. So now our house payment is due and we can't pay it online like usual because they have fixed it where our payment is increased because we are in escrow, you know except we are not. We started looking more closely at our last payment statement and noticed where we paid additional on the principal, they moved it to apply to the escrow. They are useless, do not use them.

My blood pressure kept dropping due to my disability. And I would pass out when it would reach 60/45. I had to lay down a lot and could not get up to search for a job so I was terminated. I was fighting for 3 years with Social Security to prove I could not work in a Laundry Mat which they claimed I should work in. But I was a liability due to my falling and I couldn't get anyone to hire me. Finally, I received my monthly disability check and it didn't even cover our mortgage payment. I finally received my disability in 2004 after one lose before their judge and then having to restart my case afresh with a lawyer.

In 2007 my husband became very ill and was unable to work. He has diabetes, high blood pressure, and they just found out 3 months ago his artery to his kidney is blocked and that is why his blood pressure is out of control. He has lesions on his arms from the pesticides they used in Vietnam, and night terrors. His disability was due to be approved and we had talked with SunTrust. We had given them documents to prove that in 3 more months it would be approved and we would start making payments and be able to have the loan redone. They just said, “No problem, we are here for you and understand.” They said that all of our paper work was in order.

Then 3 months before the disability was to start, they sent notarized papers that we had to leave within so many days. They informed us they had foreclosed on our home and that our belongings would be removed if we did not vacate the premises by that date in 2009. My husband used all his 25 years of built up pension and sold his truck. We had sold both of our other homes when we were married and then paid for 10 years on our new home. We had equity in our home and they sold our home to someone else and never spoke to use again.

We drive by the house so I can glance up and see the bush growing that we transplanted from my foster home where I was raised and our first Christmas tree growing in the yard. All we had to live on for months was my disability check we sacrificed so much trying to keep our home. I cringe now when I go past a SunTrust Bank. I have worked in every one of the branches here and know them all. When their commercials come on, it hurts to hear them say how they are there to help. They are there to help themselves to your hard earned home is how I see it. They took my safe haven that caught me when I fell and it really hurts.

We never missed a payment, but I was told I could not refinance, because my house is worth less than the loan. I have negative equity. I had never heard the term before. My husband and I was in shock. The bank could not help us. They own these loans right? So, I was told Fannie has the first loan. I mean talk about the runaround. I can't tell who owns my loan, and what I am entitled to. I feel let down. I work two jobs. My husband works about 70 hours a week, and we can't save. All we can do is try pay this $3,300 mortgage.

The house we purchased about 5 years ago, was worth $424,000 or more, our loan was $424,000, and we put down over $45,000 from a previous sale of our town home. Now, we are worst off than ever. I was told this house is worth $275,000, or so. I am disgusted and stuck. All I want to do is get a better rate, and get out of the 2 mortgage traps we were pushed into, and persuaded to take. We had no clue. We trusted the lenders. That was a mistake, also the builders.

I tried again later that year because I was starting to get nervous about my situation as I was eating through my savings. I again received their packet and sent it in. They again lost it and claimed that they never received it. In late 2009 I called them again to try getting a modification. This time it felt different. The people I talked to seemed to know what I was talking about and they sent me out the paper work (yet again). I filled it out and sent it in. This time I was told that they had a company working with them to process the paper work. I was given their number and told to contact them for processing information. When I called them they told me that SunTrust never sent them the paper work. So I would call SunTrust and they told me that they sent the paperwork, and that they must be over loaded with work and not have gotten to it yet. I did this every weekend for about 2 months before giving up on it for the third time.

By the 4th time I tried getting a modification I was already borrowing money form friends and family to make my payments. And because I was persistent in late 2010 I finally was given my modification by SunTrust and my payments dropped $450 a month. I would be stretched thin, but it would have been enough of a reduction to keep me in my house. I made my first trial payment in November 2010. That same month I received a letter from Nationstar saying that my loan had been transferred to them. 3 months later after all of my paperwork was sent to Nationstar I was told that my modification was not booked with the treasurer and therefore was not finalized. SunTrust had again found a way to prevent me from keeping my home. I had to restart the process with Nationstar. When everything was finalized in June of 2011 I was already in debt to people I had borrowed from to stay in my house, and the new modification had only dropped my payments to $1,650 a month—much more than I could afford. In October I began the process of leaving my home.

It is now January 2012 and I have had to abandon my home. I am working with Nationstar to complete a deed in lieu of foreclosure but I am again being discriminated against my Suntrust. Nationstar is offering Suntrust a second lien settlement to remove the second mortgage. For the past 3 months I have been transferred to 4 different departments. Loss mitigation, then foreclosure, then shortsale, then back to loss mitigation. I have sent them paper 6 times now. Two times I have mailed it and I have faxed paperwork 4 times. After sending the paperwork I always follow up a week later and am told that they have received it, only to be to be told a few weeks after that that they needed me to send it again. The latest happened today, 1-27-12, when I was told that they again needed my 2009 and 2010 tax return information. It took me two hours of being transferred and sent to voicemails to talk with someone who would finally admit that all of my paperwork was in and (according to their records) had been since December of 2011. I was told that they would send this information up to a supervisor and that they would get back to me today. They did not.

My point of contact is Laurin **. The supervisor in loss mitigation (liquidation) who is reviewing my file is Steven **. Is there anything that I can do about this? I am thinking about retaining a lawyer for legal council. Any advice? I have never felt this helpless and hopeless about anything in my life.

I thought perhaps they would at least treat him with more respect than they were treating me. We have several emails of Dan my husband trying to make contact with them--nothing. She literally refused to call Dan even at my written request. This is when I contacted their corporate office and was referred to Tammy ** the vice president located here in Ocala, Florida. Initially, I thought this would be taken care of now for sure but even Tammy for some reason would not have a conversation with my husband Dan. There were two calls made back and forth both of them missing each other than Dan wrote to her and voice mailed her asking for a phone meeting time so that we could get this going. Tammy finally told me Susan was way off on the loan amount and sent me a letter stating I was able to be financed for up to $150,000, but when I found a home and went into contract she all of a sudden does not have any of my paper work, claiming it has been lost! She emailed me, asking that I gather up all of the necessary documents once again because they lost them. I gave them to her and it quickly became obvious by her emails that she had never actually reviewed my file at all.

A couple of weeks ago it became apparent I was getting the run around again. I have no idea why they could not just professionally tell me the truth. They lost my documents, wouldn't talk to my husband, treated me like a second class citizen, and made disparaging remarks about my income and race. It’s ridiculous to even know this is still happening in today's political and racial climate. Nearly one year ago I responsibly went to a lender just as they recommend to be approved for a max loan amount before making any offers on properties and they do no work on the loan except for to put me off, lie to me and their insulting comments until after I go into contract. They have cost me over a thousand dollars in gas money and the $450 they collected from me while searching for and then going into contract on a home. I have been humiliated by them both with the realtor and knowing their insults towards me. I am now reluctant to even want to talk to another lender at all. This is not fair nor is it right for them to do this. Please tell me what I can do. Don’t let them do this to another Hispanic woman. Thank you.

I do that and I call and call, repeat my story to more loan lit reps . A month later (8 months in rear) "sorry, we can't help you." So it has been fax this, call them and now, I just don't care ! Suntrust is a joke! A year later, they want me to sell, but the market is down, realtors will not touch it, due to they will not make any money! I even asked to do a deed in lieu, They keep me on the phone for hours at a time, call me days later and say I can't do a DIL! And no bank statements have come in months to show loan balance! Their last letter said I had until Jan 23, 2012, Now they say they can.t tell me the balance, to call the lawyers. I don't even have a letter with who the law office is! I am giving up! I am so tired of it all! The house will be foreclosed on, every turn is a blocked wall!

We paid $7K out of pocket to get our roof done and then were told we had to have an inspection. Even though our roof was completely done and only $700 in gutters remained, the inspector put 90% complete because Suntrust requires a "final" inspection later. Are you kidding? So the next day I picked up the phone and called Suntrust. Sure enough, I had to schedule a final inspection so another inspector could verify that 95% was actually complete. So here we are with no money released by our mortgage company, but our insurance company is already processing the remaining depreciated amount (thank goodness someone is sane here). Someone needs to pull in the reins on these insane bank practices.

4. We have had to take a lot of time out of our day to call, meet people at the house, run forms to the bank, etc. to get our own money.

I responded by sending them copies of the loan papers, copies of all of my cashed checks etc. I then got a letter from an attorney, informing me that my house would be auctioned off on December 22, 2011. I forgot to add that I did not receive any payment coupons, and I sent all of my payments to Peter ** (spiderman). Spiderman is obviously not an honest superhero, as he cashed all of my checks, and did not apply them to my loan. Suntrust stated that they do not know where my money was applied.

One thing's for certain, it was not applied to the loan. I have faxed my information over 15 times. I have sought the advice of a credit counselor, who called Suntrust on my behalf, and stated that in all her years in her job, she had never been transferred more times, nor treated as poorly. My house is in foreclosure. There is a sale date of December 22, 2011. They will not answer my phone calls. I call them, and they transfer me, and then no one answers my call. I was on hold once for almost an hour. Please help me.

My first payment was to be into them by November 1, 2011. It was done! I paid 2 weeks early even. Wait, why am I getting mail from attorneys stating my home is going to be in foreclosure unless I pay the entire amount due? And then a guy stopped and took pictures of my house about a week later. Then 2 days later, I got a hand delivered packet of papers stating that my home will be on the sheriff’s sale on December 22nd. My trial period was to be until January 1, 2012, at which time the company would decide if they would rewrite my loan in the terms of the "trial" period. Now how can that happen if my house was sold on December 22nd?

Again, I called two days in a row to ask questions about the situation. I got canned answers: "This is the process," "Call two weeks prior to the sale date and we'll request to post-pone the date," “This is how it works; loss mitigation does not communicate with foreclosure department.” Why not? Where is my money going then? My final call today told me that my request for postponement had been sent to "upper management" for approval. So, what happens if it's not approved you ask? A sale will happen on the court house steps on December 22nd. If the bank decides to buy the property back, then my family will have 30 days to vacate. If a 3rd party purchases, we have 24 hours! It’s not a good enough answer!

The most frustrating thing about this whole thing is the speed. My first missed payment was July 2011. The sheriff’s sale is December 22, 2011. It’s like I had never contacted them, made any type of payment, and jumped through their hoops to process a modification. I really hope enough people complain so something can be done about the inefficient process, poorly trained customer service staff, and overall lack of empathy this company has.

Suntrust and Fannie Mae are a bunch of crooks for doing this to a woman who has never been late on any payments. I think this is wrong for Suntrust and Fannie Mae to do this to anybody who loses their job for reasons beyond their control, and must be stopped from doing this to anybody else.

As of November 2011, some seven months later and more than 25 calls later, no one can tell me where that money went, to what or whom reversed it. So even though all representatives agree that all payments have been made on time and the number of payments matches the amount of payments that were due, they still show me behind one payment since April when my payment was reversed and moved somewhere else without my knowledge or permission, yet no one knows who did it or why. I have been with Suntrust 12 years now.

My attorneys name, Brian ** in Costa Mesa, CA. **. My credit is ruined and now trying to catch up on missed payments have charged late charges, decapitated my house taxes and house insurance and the charges keep mounting. I have worked very hard to qualify and stay in my home and the have made it impossible. The loan I have will change drastically and I will be out of a place to live with the terms they have given me. Please help.

In 2009, we got a call from Suntrust saying they want us to pay our HELOC account. I said that I was told not to worry about it and kept fighting it. Finally, I spoke with a Mrs. ** and asked her to send me a statement with the balances and I will see if it's anything we can afford. She said that they couldn't because they wrote it off. And she told us to just send a payment and that they would know how to take care of it. Well, no! That isn't happening!

Our mortgage increased from $1943.18 to approximately $4000.00 in 2011. We couldn't afford that, so back to Suntrust. I told them again about the HELOC. They said again that they were not concerned about it. The value of the house is now around $300,000.00 max and they have sent a subpoena for deposition for breach of contract for the HELOC. I called their attorney and requested it be postponed so I could get a lawyer and they said no. I need an affordable lawyer. Suntrust shouldn't be allowed to treat us like this. Is there any class action suit against them for this practice?

Sun Trust collections denies the existence of the payment, and has called everyday, some days twice, demanding payment. I have begged to have our due date changed, but they will not hear any of it. I have told them that the payment is in someone's inbox at Sun Trust, but they are unwilling to verify that. These people are thugs. Their collections office, payment office and customer service office (that's a joke) are in different cities--they do not communicate with one another!

A few other things are when I went in to the local branch to get them to call and get somebody on the phone. Due to the run around you get, they didn't want to do it and the lady was painfully honest as she said they hate calling them because they receive the same service!

I also experienced a property loss; the sewer backed up in to my property. It had nothing to do with a storm. The restoration company came and cut out our walls, tore up our floors, took off doors, etc. and if you think the gentlemen below is lying about them keeping the money, guess again! They give you a ton of forms that are intended to scare contractors, demanding a copy of their W9 form, notarized documents and they talk and treat you like crap when you call about it. You're basically left in a vulnerable state. We lived without walls and floors for months!

For the lady trying to get loss mitigation help...have they faxed you the documents you need to get started? If not, I have a blank copy and the fax information and all the documents you'll need to get started. Hurry before they refer you to their lawyers.

They referred me and I was paying. They just kept sending the checks back. When I returned them, they put them in a holding account because they didn't know how to apply them due to "some code.” Meanwhile, nobody called me.

Last week, we received a copy of the SunTrust appraiser's appraisal. It was a joke. The comparables were not equal, we have a water view from the whole front of our property, the comparable properties are inland, smaller, and not nearly as valuable. He also wrote on the photo he took, which does not show our home (it shows our chicken coop), that this was the best view he could get of the property because it was a private driveway (not true) and the neighborhood was uncooperative (also not true). I was at home the day he was supposed to come, all day to show him anything he wanted to see. He also declared on his appraisal that we were on a septic system (not true as we paid approximately $30000 to get hooked into the city sewer in 2009). This was a put-up job. SunTrust decided they did not want to write this refinance and got an appraiser who knew that he was supposed to undervalue our property and that is exactly what he did. Why did we have to pay $500 for an appraisal they threw out in the trash, because they didn't agree with it. They should have used their appraiser in the start and not wasted our time and money. We did waste our time and money and we are very angry. This is a farce.

I was given the approval and told that the settlement date was September 9th 2011. I waited to have the appraisal ordered until the loan approval was final and I was given the green light by Bryan. I did everything I was supposed to do and ready to settle but just days before settlement, Bryan called to tell me that he had made the second biggest mistake in his career by approving my loan.

SunTrust will not make it right by at least reimbursing what I've lost.

I called to ask how they applied the interest and they said that they would send me an amortization schedule to see the amounts they would charge. I told them that the amortization schedule would not show me what I needed because my payments were paid early. ST said that they would need to send my question to another department and I should have a response by 31 Aug 11, about three weeks after the call.

I called on 02 Sept 11 and was told that it hadn't been resolved, which means that they hadn't looked at it because it's a pretty simple process to determine. They also said that they compute the interest by taking the outstanding balance and multiplying it by the APR and dividing them by 12. This means that they charge you 30 days of interest no matter when the payment is received (e.g. 20 days early or 20 days late). I told them that this was ridiculous and they said that it's how they do it. I asked them to pass my concern to the department they mentioned in my previous call and that I would call back.

I called back today (08 Sept 11) and, of course, they still hadn't looked at it. The person I talked to said that it was how they charge interest and they weren't going to change. I guess they like the ability to steal their clients' money because it only took me about 10 minutes to create a spreadsheet to determine the daily interest and it gave me the actual amount that they should have charged. Right now, they have over charged me for more than $2,400 in interest and my first payment was only due a little over four months ago.

If somebody is reading this and you know how to write a letter to the President and let them know about this, I'll appreciate it if you send it to me through **. An uncle of mine did this and they help him. I just want to be heard because this is not fear.

On February 2010, I got a statement from SunTrust stating that I was in foreclosure because I hadn't made my January payment. I called and asked how I could be in foreclosure when I paid my house off in January and the January payment had cleared my bank in early January? I sent them a copy of my cancelled January payment. I called the title company that sent the check to SunTrust mortgage to pay off the house. They had sent it overnight by FedEx and it was signed for by a SunTrust employee. After that, nobody knows what happened.

The title company then wired a check on February 10 to SunTrust. This took me months to clear up and I spoke with numerous people. Finally, I spoke with someone named Caroline who was helpful. On April 17, 2010, I got a letter from SunTrust admitting the entire matter was their fault. Now, we are in the process of buying a house and we got our credit report saying we were late on our February 2010 payment. So, I called and I asked how could I possibly be late when the house was paid off officially February 10? I had to file a dispute. I got a letter back today stating that they stand by their statement that I was late in February. So, now I am back to square one trying to get this settled.

The estimator estimated the value of my property one hundred thousand dollars less than the Arlington County assessment, which is presently $453,00.00. I even provided Suntrust Mortgage with the official statement from Arlington County, and I was still "denied" refinancing of my property.

Before our "economy" started crashing around us, my property value was $575, 000.00. As you can see, I took a pretty good hit on the overall value. I found out that the estimator sent to my home was from Maryland, and surely he has no idea the value of properties in Arlington County, Virginia, North or South. He even ignored the most recent County Assessment that's on file. The house right next door to my home is currently on the market for a little more than $500,000.00, yet I have a corner lot, and a little more property.

After a call to customer service, she stated that it shows we are $ .51 short that was why it was held. I asked HOW when I was quoted the exact amount to pay? She said, let me put you on hold and apply this properly. Then after 10 seconds, she said it will be updated in 24 hours to show that we only owe August. When I asked how it showed up as short, she just said, well it will be fixed now. Are we being harassed?

Working with Suntrust has been a nightmare. We had to resend almost all the paperwork to them again because they said it had expired. We were never told this would happen. Now after two weeks, I have been assigned a negotiator but have not had a way to communicate with her, and they will not give me a way.

If the house goes into foreclosure, we all lose including Suntrust with the second mortgage--but mostly the buyer, the seller, and the realtors who work at short sales for months and end up without a cent. Banks do not care because they are reimbursed by our government and our taxes.

On November 2010, my modification was denied. Their explanation was, "You are only one payment behind". At this point I am no longer an employee of SunTrust. I had been laid off from my new job and have started another. I was advised that if I had missed "at least two" payments, maybe they could help me.

The letters started in June 2009, sent about each week. Phone calls to the tune of twice per hour every hour they could legally call and I stopped answering the phone.

Fast forward to March 2011. I missed my second payment in two years. On July 2011, I asked for help to bring my mortgage current from family. They agreed. I called SunTrust. After telling me that I was three payments behind, I asked what they did with my July payment. They said, "Being held until we were told what you wanted us to do with it".

Because? I was because it had been referred for foreclosure. Wait, wait, wait – one payment does grant a modification and two gets a foreclosure? Where is my gray area here? They claimed they sent a certified letter. I asked them to produce a copy of the return receipt as I had never signed for any letter. They answered, "That is not our problem, we sent it." I told them I mailed my payment and they said that July was late but I sent it on time. They answered, "That is your problem. You have to get it here on time".

But I did that early stuff before. I post-dated the check and funds were withdrawn early, throwing me into overdraft. But also, you guessed it, not their problem. I explained that I was ready and able to pay the total due, in full, by close of business and to just give me an amount. They told me, "We don't have the amount because of attorney's fees."

What?! I have not been communicated with by an attorney. Did they send notice? I have no idea, SunTrust referred it. Next day, attorney information arrives – and a letter to my ex-husband, from an attorney, too. SunTrust had been sending official communication to someone who does not live at my home. The estimated attorney's fees for them doing nothing? It is $2,500 – and they could not even tell me the amount SunTrust said was in arrears. I called SunTrust to ask, also how much in fees, and they did not know. Just estimates.

To this date, August 4, 2011, not a single person can tell me the amount to bring the mortgage current nor what the attorney's fees are.

The mortgage department at Sun Trust Bank is terrible! I was having an issue getting one of my subcontractors to pay me. I kept in constant contact with the mortgage department (I was late paying my Feb 2011 mortgage payment). I paid the payment with the late fee and they still put a strike on my credit.

I have been a customer with Sun Trust Bank for over 19 years! How dare they treat me like a criminal. But they did--they made me feel so bad. They were so mean and so rude! People need to know how they REALLY treat their customers!

I have tried to resolve the strike on my credit with the credit bureau but Sun Trust Bank is not helping me at all with this either! I have NEVER paid my mortgage payment late, EVER in 19 years with them. I could not believe they could or would do this to a long standing customer especially the way our economy is. I have friends in my neighborhood who have not paid their mortgage payment for a whole year -- they were foreclosed on in the end! I was 17 days late and made the payment with the late fees and they still reported me to the credit bureau! Thank you!

Started a new modification process. I faxed all the documents to them and then waited, I called to follow up was told to wait it takes a long time. I called again, then was told my documents had expired because too much time had gone by. I faxed all the documents again. I called the next day to be told that I had to wait a period of 48 hours before I could confirm that the fax had been received. I called again and was told that they had the paperwork. I called again was told that the modification had been cancelled because they did not receive the paperwork in time. I called NACA and hope that I can get some action. Thats not all though they lost a mortgage payment and reported me to the credit bureaus wrecking my credit score. Then had to fix their mistake because they sent the payment to the wrong department.

The partial payment I had sent was a debacle. I tried to get it back so I could write them a check with the difference added. I was told that they couldn't accept a partial payment but they couldn't send it back to me either. They applied it to my escrow account. They never notified me that my escrow was short nor that my payments were going up permanently by two hundred dollars. Even though property taxes only went up 36.00 a year.

She said, "I'll just put down that you're in the middle of refinancing." I told her how dare she make up words that I hadn't said and that she had better put in her notes exactly what I said. I already wrote a letter in the past about the rudeness and unprofessionalism of SunTrust Mortgage employees and of course got no response because they don't care and have no appreciation for their long time customers. No damage that I know of. But if the SunTrust Mortgage employees are just going to make up stuff to write in their notes instead of writing what actually transpired, I can see that damage could be done to someone's credit.

We have been selling our belongings and have a pending sale that would give us the full amount of the past due balance, but we need 2 additional weeks that SunTrust won't extend to us. I received a letter stating the loan modification was denied due to additional information requested that was not supplied. They never asked for any additional information and when I asked them in a phone call after the date of the letter, but before I received the letter, they said the same thing-- they had all the info they needed, they didn't need anything else, and it hadn't been assigned to a loan negotiator yet.

One year later in January 2011, SunTrust Mortgage sold the loan to NationStar Mortgage Company without disclosing or addressing the status of the Loan Modification contract. NationStar is demanding to collect all short payments throughout past year and accelerating the house to go into foreclosure. I don't even believe Suntrust applied for HAMP on my loan as they were supposed to per contract; at least there is no evidence. Now my credit is a mess and I'm losing my house.

I have received duplicate, outdated paperwork repeatedly. I have never received an account statement and when I asked about it, I was told not to worry about it, "just keep paying the money at the Suntrust Bank." I have been doing so since the loan modification started in June 2009. I have never received anything about amount changes or tax payments or anything like that from the mortgage company. In September 2009, I got papers saying that my modification was complete. Nothing else until December of 2010 when I received an account statement that said I owed Suntrust $6,000! I was shocked and called immediately. The woman on the other end of the line told me it wasn't correct, "they haven't applied the other amount. It's actually $2,000."

This was a very in-depth conversation and I was making sure that I completely understood what she was saying. She also was glad to share with me that my payment had dropped by about $50. I then received a letter dated January 6, 2011 saying that my loan modification had gone through and there was no action needed at this time. Another letter came dated January 12, 2011 that said I was going into foreclosure and needed to pay $**. I also received tax papers that stated my payment had been around $50 higher than they were originally.

This change was as of August 2011! That was the first time I had heard of it! And didn't the woman before tell me it had dropped even $50 more? Well, I went to make a payment on February 11, 2011 for both January and February. I received a payment receipt and went about my business. They sent me back that check and a letter stating that I owe them $5,000 and they can only accept the full amount. I have repeatedly called and I got the answer of, "You went into foreclosure on February 16 and we didn't get the check before that date!" Really?

By March, I was getting nowhere with the mortgage company and was trying to get in touch with their attorney and could not get any help. Finally, they mailed me a letter stating the total amount which included lawyer's fees! I also believe they have included my months of missed payments prior to initiating the paperwork in 2009--you know, the months I missed so I could qualify for help! The attorney's people had promised me that I would get an amount the first week of March and then "it was mailed out on Friday, March 11." I actually received it on the 16th and it was dated March 14. It said the amount was only accurate until the 18th! The amount was twice the amount as before!

Throughout this whole fiasco, I have never spoken to the same person twice at Suntrust Mortgage. I have been trying to do the right thing for two and a half years and gotten nothing but scammed the entire time. As it is, my credit report shows me 120 days late every month since March 2009. It shows no sign of a modification or any of the payments I made for the last two years. I am livid! I feel helpless but I have spoken to a lawyer of my own and I am getting my documents together. These people should all go to jail for this kind of **!

What was the forbearance then? They have now thrown us into foreclosure and have an auction sale date of June 3, 2011. I have requested a reinstatement amount since March 7, 2011 and have called both the mortgage company Suntrust and their lawyers Crabtree and Olsen who automatically sent me to Northwest Trustee Services,Inc.

I have spoken with both & both say they can't give me an exact amount. Suntrust says I have to talk to Trustee services. Winston ** from N.W. Trustee says that he has requested the reinstatement amount from Suntrust since the 7th and has had no response. I call every few days but got no where.

Yesterday a man in a blue Prius was sitting outside my house with a video camera recording us. He gets out, comes to my front door and asks if Sean ** lives here and if I'm his wife. I said yes and he started taking photos. My 4 kids were all outside. I asked what he was doing and he said he's a private investigator hired by the mortgage company!

This is crazy! I have mailed them 3 letters requesting where the money I have mailed them went and what months do they have me as being behind? Never any response. They now want to just sell my house! I am willing to pay the amount to reinstate our loan so that my family and 4 small children wouldn't be homeless. I have read all the complaints towards Suntrust and I can't believe they can continue to get away with this!

The American people have rights too and should not be ignored! Suntrust needs to have a suit filed against them for improper business. They are stealing from all of us and ruining our credit and our lives!

We are going to lose our house because they are playing games!

We request a forbearance from Sun Trust Mortgage on our monthly mortgage payment for a two month period in order to pay for the repairs. We thought they had agreed to this. We missed the payments and made the repairs. Since that time they tell us, they never approved the forbearance and that we owe them nearly $4000. We have been trying to fix the situation with them for almost 2 years now. They send notices in the mail and send a man to our house to take pictures. We call them and they tell us some one from loss mitigation will call us back in 7 to 10 days, but no one ever calls back. We have probably been told this same thing 10 to 15 times. We are unable to get any loan of any kind.

All of the banks we have been rejected by have said this issue with our mortgage company was the reason why. Sun Trust applies our current payments back to 2009, and reports to the credit agencies that we our 3 months late with our payments, even though we have not missed a payment since summer of 2009. They have asked us to send pay stubs and fill out applications for loan modification. We have done this on more than one occasion, and again, no response from them. We call Sun Trust to make sure they got the info. They tell us yes and that "someone will get back to us in 7 to 10 business days". No one ever does.

I am now getting served with foreclosure notices and statements are showing I owe $14K in back payments (the difference between the old payments and the trial payments). I am getting hit with over $100/mo in late payment charges. It is impossible to get a hold of anyone at Suntust other than the call center. And they just kick the can down the road with another story or request the same information over and over again. Welcome to 2 years of absolute hell. I can't believe they can continue to get away with this. I am totally frustrated and feel like there is no where to turn.

The laws do not protect the America citizen. They are made to pad the mortgage company's pocket, because they are the ones who supply our wonderful government with all their campaign money. And because they do that, the American homeowner’s grief falls on deaf ears and blind eyes to what the mortgage company does. Is this a game of “I scratch your back, you scratch mine”? ** the American citizen; make the big mortgage company bigger, and wealthier, and to ** with the people that actually keeps this country turning.

We have complied in every way with SunTrust and have done everything they have requested. We do not want to lose our home, but do not know what way to turn. We were told we have about 6 to 8 months before SunTrust kicks us out of our home and sells it. I do not understand how our government can allow this type of actions to go on. Really great plan you cooked up Mr. Obama! We are just your average, hard working, blue collar, American citizen who is fighting to stay alive in today's economy.

I was told by the Loss Mitigation department of SunTrust Mortgage that I can qualify for loan modification unless I missed 2 months of payments. I would never have risked the roof over my children's head if I was not advised by my mortgage company to do so. I would have sacrificed telephone, TV, and many other expenses before my mortgage. Reluctantly, I did miss those 2 payments due to the loss of income.

I applied for loan modification with SunTrust Mortgage and received temporary approval dated and signed October 1, 2010. I was given a new payment of $1,443.82 which was only $100 less than my original payment. I signed the agreement and sent it back to SunTrust with my hard check payment that they cashed on October 6, 2010.

I scheduled payment in September 2010 to pay back the 2 months of missed payments and I was told that I did not need to pay that amount because they would tack it onto the back of the loan. Based on this direction, I cancelled my payment that would bring my loan current.

I have been paying the $1443.82 since October 2010 on time and those checks have been received and cashed by Sun Trust Mortgage. I received notification last Friday that my home is now under foreclosure. I contacted SunTrust Mortgage and they said that I was not paying the full amount of my loan and that I was delinquent and they would not accept my money. This is the same money they have been accepting and depositing each month since October 2010. They claimed to have sent a check on February 17, 2011 which I have not received. I have been paying the amount agreed on time based on the paperwork signed on October 1, 2010.

I asked Sun Trust Mortgage on Friday what was the amount that would bring my loan current. They refused to give me that number. They told me that I needed to contact their attorney (Castle *********** *** *** ****). I contacted the attorney 4 times on Friday and left messages. I have not received any calls back.

I am not trying to get away with anything. I will make my loan current, but the legal fees, late fees and ultimately the foreclosure is wrong and this behavior is criminal. I really could use your help. Thanks

In the middle of June, I was told to continue to make my modified payments of $935.60 as I was during the trail period. (Let me preface by saying that my payments were $1,869.00 a month prior to the modification (46% of my income) and I had never been late since the purchase of my home in 2007). I called every week to get an answer from them if I was approved. I received all my paperwork back saying that my trail was executed fully and complete, yet they had not rendered a decision. I am still calling every week to be told the same thing--call back next week.

Fast forward to November 25th. I make my December payment to SunTrust and a day later, I receive a letter saying that my loan has been sold to Nationstar! I called immediately and was assured repeatedly that Nationstar will continue the modification process and will abide by the terms and conditions we had now! Well, what a load of **.

When SunTrust sold my loan, they decided to be sneaky and fraudulent. SunTrust decided to add up all my payments since March at the trial amount and subtract them from what my normal payments were. Of course, I was paying half, so when they were all said and done in paying my months off, I showed that I hadn't paid since May and owed since June! They then sent letters to all three credit bureaus saying that I was delinquent on my mortgage since June 1st and owed $11,000.00!

My credit score which was about 800, dropped down to 600! Zero credit and creditors wanting to cancel cards on me with zero balance. Of course, I immediately called SunTrust to ask what the ** was going on. They told me that they couldn't do anything because they no longer owned my loan. Only Nationstar can call them to access my file. It did not make any sense. It's my credit score, my file and their loan--nothing to do with Nationstar.

After an hour on the phone with two different supervisors who agreed that it should not have happened, they told me that there was nothing they could do! How is this possible? How is this fair? What is my recourse? Pretty much nothing. I did, however, find a class action law suit out of Ohio that is addressing these very issues and attached my name.

Apparently, SunTrust does this as common practice in order to dump underwater homes that they fear will yield a possible foreclosure or no gain. Mind you, I never missed a payment and they put me in the trial period. My home has dropped from $230,000 to $102,000 in three and a half years. I guess that must have been enough for them, so they made it look like my loan was in trouble sold it to Nationstar. Wow!

I am a week and a half into this mess and no one will call me back or help! I can't afford an attorney and have limited resources. Now, Nationstar wants me to take out more hazard insurance on my home in the amount of the mortgage. However, my insurance will only cover the replacement cost of my home. Nationstar says that I am in breach of my mortgage if I don't carry their hazard Insurance. What a scam. If it costs $100,000 to rebuild, then why do I need more insurance? Another joke and another scam.

That being said, our nightmare started around October 20th of 2010. We own three homes. One is a rental in central Florida and another is our vacation house also in central Florida that is now for sale, and we currently live in northern Illinois. Like I said, our situation is different than most folks. I am not going to feel guilty about owning several homes. We've worked our ** off for over 40 years.

So, we got "pre-approved" pretty fast within a couple of days. By October 28th, we got a "Congratulations" email saying we've been pre-approved. We were looking around the Atlanta area for our final retirement spot. At first, things went very smooth. I don't work anymore and was able to fax or email information very fast back to our first contact, Laura. We had now found a house, put an offer in on it, and were accepted. Our closing date was to be December 3rd, 2010.

As long as she was asking for information, the emails went fast, but when I had questions, she was slow to respond. This eventually got much worse as the process continued. So, we had around 3 weeks left until closing the process will be gone to the underwriters. She wasn't sure when, but thought the December 3rd date was still fine. Meanwhile, it seemed like every few days or once a week, they were still asking for more information and more forms on "Why are we buying a house in Georgia", "Explanations needed of amounts over $500 from the past three months of bank statements", etc. I now get an email saying that since we already own a home in Florida, Suntrust/Fanny Mae won't consider this a vacation or second home so the interest rate went from 3.5 (a great rate) to now being considered an investment property with a 3.75% interest rate. It is still a great rate.

So, with two weeks left, we heard it finally is going to the underwriters, and now, we also are dealing with a new person out of Atlanta. She was the worst. She wouldn't answer her phone and wouldn't respond to emails. We noticed on the bottom of some of the previous letters that there was another person's name, who, by the way, eliminated her own email address and put a bogus phone number with the last four digits being 0000. It is funny that all Suntrust employees use first name.last name@suntrust.com, so it was easy to email her. Again, she wouldn't respond either.

Both my wife and I have been in customer related service type jobs and we're just astounded at the lack of professionalism with everybody involved at Suntrust. So, within the next two weeks of supposedly being at the underwriters, they ask for more documentation. By now, we are really getting stressed out. At no point in this entire process did anybody ever update us. Never. Unless we asked or bugged them, we never got any updates.

So, here we are on the week of closing. The owners of the house in Georgia have moved out. We bought my wife a plane ticket to fly down on Friday the 3rd. I have booked a hotel since I am driving down with my dog and a trailer. I get down to Nashville and get an email, not even a phone call, saying "Robb and Barb, I am so sorry but we cannot meet the closing date. We just found out that we don't have the jurisdiction to write a contract in Georgia." What? I pulled over, called her, and of course, she wouldn't answer her phone.

I told my wife, "I'm done talking to these idiots. It's up to you if you still want to use Suntrust." Suntrust now says that it's going to their Exception Department. They are going to see if they will accept the rule of being an investment property but this could take at least three days. Nobody could give us an exact time frame. Meanwhile, the owners are thinking that we're trying to get out of the deal. So, during the next two days, thanks to the selling realtor, she put us in contact with Mike out of Primary Capital Mortgage in Atlanta. He had us at closing in 8 days. 8 days.

We used Suntrust initially because our home in Florida is mortgage through them and that process went very smooth. Never again. Keep in mind; this was a 250k house with us putting 100k down. The house was appraised at 255k. It wasn't that complicated of a process to figure out, except Suntrust couldn't get it right after 7 weeks. Unbelievable.

I am a mortgage professional with over 12 years experience. I know how to get the proper insurance documents to a lender. I also know when a lender is purposely "accidentally" charging this expensive insurance on my account. I am sure that this same sham is being done to many other customers who are not as persistent in getting these ** charges removed. It’s exhausting for me; imagine how it is for some older people who don't really understand what is going on!

When Suntrust Mortgage bought back our loan they showed we owed 2 years worth of escrow. We showed them proof it was paid; canceled checks and bank statements. RCS says they no longer have our file, and Suntrust keeps telling us they are looking into it. Our house payment went up $1,300.00 a month for 12 months. We have been trying to get our money back from RCS for a year. It is like someone pocketed our escrow money. It can't just disappear because I will not give up until I find out what happened to it.

Before this process, a foreclosure attempt was postponed but now they told me that my file was sent to the second mortgage's PMI company since September 3 and they have not made a decision as of today 12/2/2010. They have also set a foreclosure sale date for 12/16 and they are not doing anything to postpone it. There has to be something that can be done against these banks that are preying on their own clients. They put all of these programs that they offer but when you apply for them, they don't want to help. I had an agent tell me that "he had never seen a deed in lieu approved". This caused a great deal of concern since the attorney for the bank told me that the bank is the only one that can order them to postpone the sale date.

The Re-modification Program that is offered to help out thousands, if not more homeowners in this time of uncertainty, has really hit home for a lot of us lately. I foresee this just getting worse in the months to come. We are currently without a home due to the unforeseen sneaky and deceptive business practices that they use on a daily basis to screw over the homeowner that is just trying to stay afloat during these hard times.

The endless lies spouted out by their various departments is just horrible. Lie after lie, from just go behind to get started in this program to reduce your mortgage payment to the just disregard those Sheriff and foreclosure notices that you receive in the mail and everything in between including the your paperwork is in processing and finally, the 5-10 minute voicemail greeting to apply for a reinstatement amount which they never respond to or they do respond after it's too late to get them the funds.

I never thought it would happen to us. We were just trying to be loyal to our mortgage company and try to get ahead. They contacted us and explained the basics of the remod. and I thought it could only help us. I was unemployed and my husband had a good job at the time but you never know. Let's apply to see if it lowers our payment. I didn't fall for those fly-by-night offers that came in the mail. Suntrust was our mortgage company already. So what could be so wrong about that?

We started this process in July of 2008. This is when I was told by Suntrust that if we went behind in our mortgage; (we were current at the time) that we could enter into the re-modification program and lower our monthly payments. I went through months of the paperwork process and phone calls back and forth. They had refused my mortgage payments during this process. I would call to make the payments and they never took the money out of my account. I had called to get caught up with the mortgage a few times but their process to get you the reinstatement amount is atrocious.

This was all to no avail. I even went to make all the non-stop calls through to find out the reinstatement amount. This was some long-drawn out 5 minute message that you had to listen to at their attorney's office then leave your information on the machine. The recording stated that they'd get back to you within two weeks or so. I never got return calls from them. Every day, I'd call again and leave another message with all of my information. If I was lucky to get someone on the phone, they would start the transfer game with me. Transferring me to various departments but never getting anywhere except sometimes back to where I began. I started to wonder if this was all a game for the employees.

Two days after the Sheriff's sale, I received a written letter with the reinstatement amount but the calls I made after that to any number I could find including the one on that paper, would only be more machine messages to the law firm. When I finally got a hold of someone in a different department, they informed me that they never received our re-modification paperwork. This was never told to me at an earlier date. I was told it was in processing or we haven't gotten to your paperwork yet.

I never received a call back, any inclination that I was calling a number that no one bothered to review or forward on the messages to the proper dept. or party. They just don't care. Not their problem. Yet, we are the bad people, for trying to help ourselves a bit to try and follow the system and make the calls, leave messages, and are only left to wait; wait until they evict you.

Now, the paperwork trail gets stranger. In talking with various different people at Suntrust and Fannie Mae, we have been informed that our last payment was in July of 2008, but our bank records show an odd amount payment to Suntrust in December of '08. Of course, no one else has any record of it. It wasn't applied anywhere that can be traced at this time. It shows up as a mortgage payment to Suntrust in my bank statement, though.

Will the lies ever end? Paperwork mishandling, not recording funds received, horrible note taking on their part (mine as well) and in the end, they don't have their beds sitting in some storage unit somewhere while I am sleeping on a relative's couch with my husband and my son on a futon next to us. Here we are, staying with family in Oct. 2010. This is how long that they draw out the process. Maybe it has something to do with the statute of limitations running out at a certain point? It makes you wonder.

We have contacted various gov. depts., lawyers and other businesses that claim to help homeowners and it hasn't gotten us very far yet. We are still plotting away, trying to figure out where we went wrong; how we could be blindsided, ignored, bullied and driven to have lost our home. The movers/clean-up crews that they send in when they change the locks on you should be reprimanded for their part in this whole issue. We have noticed that thousands of dollars worth of our belongings are missing including my son's aquariums and his fish. We have contacted various attorneys on this issue. They all seem to say the same thing. Tough luck. Suck it up and we won't waste our time and resources on trying to recoup your losses.

Even things that were specifically discussed with the movers are missing. They blow it off as a judgment call and these are suppose to be bonded-licensed movers. Guess that doesn't mean much to anyone either. Maybe that means they are legally allowed to just get rid of our stuff on a whim. At this point with what we have and are going through, I'm ready to scream the next time someone tells me you should have. You could have but your time to legally do anything is up. I could just scream with all these worthless comments at this point.

I want to see some action; action done against these corporations that just ruin thousands of people's lives at the drop of a hat. While our government sits back and hands them big fat grant checks and bailouts for doing this to us. Don't even get me started on trying to get the house back from Fannie Mae, that's been a whole other can of worms that I could write about for hours. It's just crazy.

Now I am going to auction 15 days before Christmas. Merry Christmas to us, right? I can't wait for all of this to catch up to these banks, namely Suntrust and I understand that Chase is equally as bad! I would love to get in on a class action law suit with a ton of other people. I really don't understand why our government is not making this madness stop. After we all lose our homes, with our children, they will be stopped.

Well today no letter came but we did get an automated voice mail stating that your mortgage is behind and you are in foreclosure! We are extremely disappointed with Suntrust Mortgage! So much for going over and beyond the monthly mortgage required amount. There is a disconnect somewhere and this whole situation has us very upset. Strongly advise against doing business with these guys.

Today November 19th, I called again because I never got a monthly statement. I was told again that I would be taken off and she did not see where I ever requested to be this before. What? I have no idea who to talk to about this. I have read the horror stories about Suntrust and I do not want this to happen to me. Please advise me on what to do and who to talk to.

My pendings were already pending before they went in the account, so they just kicked mine out of the way to get that $570. Last month they sent me a letter saying I’m behind a month and they wanted it paid by the 12th. Well, they took it from the account on the 8th and told us it was because of the holiday. Well, they took it on the 8th again this month (no holiday). To me this is stealing and should be addressed. Mind you, I’ve been laid off over a year now and we have been behind in the mortgage and the credit card and neither of those departments has entered the checking account. I’m stressed babysitting this account

2) After I was approved in April 2010, my payments where reduced another 100.00 (I have the documents saying I was approved with the break down of interest over the next several years.) At this point I think all is good.

3) I received a letter on 10/15/2010, stating that my modification has been denied and that I am now delinquent. When I called they said I didn't send in all the paper work required. I have done nothing but jump through hoops for these people. I have sent them documents over and over. When speaking to someone at Suntrust (another problem you never get the same person twice.) They told me that it was noted that I did not send all the paper work requested. Yet a previous person told me my file reads that I called to verify documents getting received.

Anyway, I reported it to the BBB now I am talking with one person. I thought this would be better, again I was wrong. On 11/06/10, I received another letter stating that my mortgage was going up another 23.00 because my escrow is low. Big problem, I have been sending them in escrow (which was going in the other escrow account.

Now I owe 1500.00 more then I owed in 1/1/2010 because they paid my taxes. They took the rest. I am ready to walk. I owe 108.000 but it isn't worth 45,000.00.

We waited from 8:30 a.m. to 3:00 p.m. when we were finally seen. He looked at our papers, typed in something on his computer, looked at the screen for a few minutes then announced to us and everyone within ear shot that there was nothing that could be done. Apparently, the company that insures our mortgage through Suntrust has a "cap" on our mortgage. When I asked for this company’s name and address, I was told that I would have to write directly to Suntrust and formally request this information. Hang in there. This gets better! I did write a very nice letter on 9-22-10 requesting the name and address of the insurer on our mortgage. It is now 10-18-10 and nothing. However, I have received 6 certified notices that we are in foreclosure.

As a single mother and no other source of income, I was relieved and sought eagerly to find employment. At the end of the forbearance, I was able to gain employment but at only 1/3 of what I was making prior. Underemployed! Not to mention, I had someone close to me steal more than $10,000 of my savings, so no money to tide me over.

I made a full payment post my forbearance and my check was sent back to me. When I called in to find out why, I was told I would need to make a payment of $7,200 and that is why my check was being sent back! To my surprise, they expected the money during my forbearance period as well as my two months I was already behind. I tried frantically to refinance my vehicle and rid myself of all debt possible due to my mortgage now being 50% of my monthly income.

No bank would touch me due to what was being reported on my credit report. So I got copies and saw that Suntrust was showing me 5 months behind. I sold my car and bought another for $500 just to be able to get myself to and from work because at this point, I had no options. I continued to make full payments and every month, my check was returned to me and I would have to call in and ask why they were not accepting my payment. They said that their collections department and their loss and mitigation department are separate and do not communicate. I was instructed to continue to make my payments while they continue to review my loan for modification.

I continued to call every month and was told things like, "well the person over your file just got married and is on vacation, so you will have to wait until she gets back", "there are thousands of people trying to get a modification right now and sometimes it takes a while" or "just continue to make your payments and call in to check on status". I received a notice last week that they are going to start the foreclosure process on my home.

When I called in distraught, stating I have been calling and paying and had mentioned every time I called that I was trying to prevent this from happening. Why are they doing this? I was told that they cannot do anything about the foreclosure until I am given a date of possession. I was never at any point notified that the forbearance would reflect on my credit - I was never informed (nor by an associate or by writing) that the payment would be expected in full for that time of forbearance once it had ended.

I have rid our home of all expenses. We don't even have TV because I can't afford to go buy a digital box. I am behind in all of my utility bills because I am using everything that I am getting to pay my Mtg. It has been 6 months that my loan has been in modification and now I have to worry about my children and I becoming homeless. I have no family to help. I am trying to find a second job but even those are in high demand right now and I have found nothing. I am in total disgust of this company. Even more so that our government spent billions of dollars to help save these institutions so that they could slowly strip those hard working Americans of their money and homes. I am trying everything in my power to save my home and they are standing by watching, claiming that they are doing what they can. What kind of world do we live in now?

The Suntrust agents informed that Loan Modification and Collections were two different departments, that did not coordinate their efforts, so ignore the Collections, since I was current on my payments. I submitted my financial information (tax forms, pay stubs) in January 2010, and again in July 2010, at the end of a Forbearance Agreement time period. No rep from Suntrust contacted me to discuss my case in detail.

As I finally learned yesterday (Sept 14, 2010), I was never eligible for a loan modification, due to my salary to mortgage ratio below 31% (of my gross income). It took Suntrust over 12 months to tell me this, and now I have to revert back to my previous loan, which was 6.125% ,and need to repay over $10,000 in back mortgage payments they had authorized me not to pay.

The thing that really bothers me is that, their delay in responding has now negatively impacted my credit score (which had I been notified I was not eligible, would have paid up to ensure that did not happen). When Stephanie called me and reviewed my latest information, she even had the gall to lecture me that because I received a 5% merit increase, effective September 3, 2010, and others in the world have had no increase, I should not complain.

She was willing to review and correct my "late payment" reported on my credit report, although I was never late for any scheduled payment during the trial period or during the Forbearance Agreement time. I have no way of rescuing this from the hands of Suntrust as I tried. I need advice as to who can help challenge their operations and negative actions, regarding the time it took to review and reply to my loan modification request.

In 2007 I had refinanced my house, and decided not to leverage the equity of $80,000 that was offered to me by my mortgage broker. In fact I spent my own savings to upgrade my kitchen. Based upon my prudent financial actions, I felt I was a good candidate for a possible modification. The company states on their 2009 10K statement that they are concerned with the negative PR. This is their primary focus "negative public opinion could also affect our credit ratings, which are important to accessing unsecured wholesale borrowings. Significant changes in those ratings could change the cost and availability of these sources of funding" (page 27).

My financial record is now completely ruined solely because they leveraged the time loan modifications took to process and it has destroyed me emotionally since I gained nothing, and am back in an underwater mortgage, at a high interest rate. Is there any way a class action suit that can be filed against institutions who recklessly ruin credit unintentionally, or by pure ignorance?

Immediately after our call on September 14, 2010, I got an email from one of my two credit cards, that due to negative late payments they were reducing my revolving limit from $12,000 to $2,000. I have late listed on my credit report, and they took that action in response.

I learned almost a year later, SunTrust reported me 30 days late on my mortgage payment. There is no possible way this was correct, and I just got my dispute results. They said they were right with absolutely no corroborating information. The ding on my credit report is dated three months after the new loan was established.

So now, I have had to quit my job in order to stay home and take care of him. I will continue to do my best to keep up the bills and cut wherever possible. Since being a sincere, responsible person doesn't count for much, I suppose at some point I just have to let the bank have the house. If I could refinance with another company, I would dump SunTrust in a heartbeat but I don't think our income would measure up now, and we may owe more than it is worth, given the market today. I am thankful to have had a opportunity to bad mouth them along with so many others.

We sign and pay to notarized the modification and returned it to Suntrust on April 1, 2010. We continue to make the trial period payments. We did not missed any payments and no late payments. On June 28, 2010, we received another package from Suntrust, congratulating us on being eligible for their modification. The whole process was starting over again but with different payment than we had agreed back on Aug. 17, 2009 and from what we sign and returned on April 1, 2010. We were grateful to Suntrust for giving us a chance to get back on our feet and keep our home. But the way that they do not seem to have their act together is stressing us out big time.

Over the next several months I got into the habit of calling at least once a week to ask if they needed any additional information to process my application. I spoke to a different customer service representative each time and was never allowed to speak to the person processing my application. I sent dozens of faxes documenting my income, etc. often over and over again as they claimed they were never received. Finally, in March I received a Trial Payment offer of approximately $1400 per month. I was thrilled and wanted to accept this offer, however it required that I sign documents that incorrectly stated my income as being $1000/month more than I actually receive.

As much as I wanted the offer, to sign it would be dishonest and fraudulent. So I called them and asked that they correct this so I could accept the offer. A week later I received another Trial Payment offer with the higher payment of approximately $1900 per month but with the same overstatement of my income. When I called to find out why, I was told that the first offer was principal and interest only (although the contract clearly stated otherwise) and that Federal Law required that they gross up my income. They threatened that if I didn't sign and return this document, my application would be refused and I would be facing foreclosure. It seemed that I either had to sign fraudulent income documents or face foreclosure!

I went to the Federal HUD website to research this grossing up regulation and found a contact for assistance with these matters 1-888-995-HOPE. When I called, the representative told me that there is in fact a guideline about grossing up income, however it did not apply to my taxable alimony income. The representative checked with his superiors and determined that by grossing up my income, SunTrust was not in compliance with the regulation.

Over the next several weeks the HOPE representative and I made 3-way conference calls to SunTrust twice a week. We wanted to inform them of this discrepancy and ask how this could be resolved. Every time we called, we got a different answer. One lady agreed with us and said she noted it in the file. Another said that she was referring it to their escalation team and someone would call me back before the next day. No one did. Another lady even yelled at me saying that they were right to gross up my income because I don't work for it! She said that I'd "better sign those papers or it's over.

Finally in May, I received a FedEx from SunTrust with a cover letter saying that I didn't qualify for HAMP program, but that I qualified for another program. The package increased my final modification documents and a reasonable payment. I signed the contract, had it notarized, included my first payment and an application to be put on automatic debit payments going forward. Over the next several weeks I called to make sure that they had everything that they needed and to find out when the automatic withdrawals would begin. I was told repeatedly that this was in fact, a done deal and that it would just take time before I received my payment coupon book and automatic payment withdrawals. I sent the June and July payments "return receipt requested" just to be on the safe side.

Suddenly, on July 20, I received a FedEx from SunTrust with another modification contract but with a payment that was $800 higher than the one I was currently paying. When I called to find out what was going on, I was told that they have a new guideline that says my final modification payment cannot be more than 5% less that the $1900 payment (based on overstated income) offered to me in Trial Offe that was sent in March. By the time they added taxes and insurance, the payment would be $2300/month!

The man said that if I refused to sign this document and return it by the next day, they would escalate all of my back payments and my house would eventually be set for foreclosure. I had a contract with SunTrust and they accepted payments on this contract. How can they just breech this contract? Does the law not apply to them? They insist I must sign documents that overstate my income under the threat of foreclosure. Isn't this called extortion? Clearly this isn't right. The question is, what can I do about it?

This company is a joke.I can't believe they treat people like this specially a customer who has never been late on their payments. My favorite part is when they ask me at the end of the call, "is there anything else i can help you with?" It's hilarious. I actually wrote a complain to their head quarters. I got a message on my cell phone few days later, "we wanted to inform you that we received your complain and someone from our bank side will call you within 24-48 hours." You can guess what happened after that call. Exactly. Of course, no one ever called me. I don't even care about the $100. At this point, they can keep it for all I care. I just can't believe how they treat customers.

Together with the agreement, I enclosed a check for $964.48 as my first payment starting June 1st, 2010. The check was deposited on May 18th 2010. I also have made my July 2010. On May 3rd 2010, SunTrust also enclosed a letter for me to sign to opt for SurePay and that I have been approved for Loan Modification, "At the receipt of your Loan Modification Agreement and Contribution. We will be completing systems changes to show that your mortgage loan is now current." That was over 2 months ago.

Since I signed and mailed the agreement on May 7th, 2010, I have not heard from SunTrust regarding this loan. I am concerned that none of my payment is credited to my loan. My mortgage balance is still at $116,524.83 even though I have made a total of 5 mortgage payments. Neither the interests nor escrow payments are being made towards my mortgage and this is after I was accepted for the Permanent Loan Modification Program and signed the agreement on May 7th 2010.

I have made many frustrating and stressful phone calls but no one seems to know when this loan modification paperwork is going to be completed, even after a period of over two months. No one seems to know when the principal, interest and escrow payments are going to be credited to my mortgage payments. On July 6th, one SunTrust personnel who took my phone call, actually told me over the phone, "It is impossible to know when the paper work is going to be completed for the Permanent Loan Modification Program." This has been going on for over two months!

Please can someone help me and complete this so that I can be back to paying my mortgage, my interests and escrows? I feel that I have been given the runaround and this loan modification program is suppose to help someone like me but it has becomes a source of stress and nightmarish situation. Six months of this is more than I can take anymore. Please help me. I cannot make any more phone calls and ended up feeling frustrated and stressed over this Loan Modification Program with SunTrust. Thanking you in advance for your help.

I'm writing you sir, and anyone else who can understand my circumstances at Suntrust mortgage. I have had a mortgage with Suntrust for {16yrs}. And {12 of those years, I have been divorce from the ex-husband who I had the home with. Now after {16yrs} of fighting to keep my family in our home, {Suntrust mortgage} is telling me that I qualify for an loan modification because I'm having it hard making a $780.00 on a repayment plan.

So, when I was told by Mrs. Stephanie ** in-loss litigation that I qualified because surely $780.00, in this bad economy is very stressful. And Suntrust wanted its loyal loan customers to keep their homes, and after all the signing for the loan modification, I was told by Suntrust, "I'm sorry your ex-husband is on the loan deed.I faxed over proof that in my divorce decree {the judge Raymond ** made me sole owner of the home 12yrs ago, and I had to sign a quick claim deed with my ex-husband.

Now he has another home and he refused to sign after my realtor lawyer sent him several letter and contacted him. My realtor lawyer said he doesn't have to sign. The lawyer told me Suntrust isn't given me the loan modification if I loss my home they can sell it, and if there's a balance on the home, they can hold us responsible. Also I do know in this horrible economy seeing homeowner around where I live losing their home. They file a chapter to be released from the home debt and is granted. My ex-husband also will do the same. Suntrust will lose.

I'm fighting to keep my home and Suntrust is being greedy and not giving me a loan modification, becuase of my e-husband. I don't care let him stay on the deed but give me the loan modification because I deserve it! And if I lose my home, Suntrust is telling me that, they will sell-it and come to me for a balance knowing all they had to do was help me keep my home, with a loan modification.

Suntrust, I'm hurting and you and your corporate eat and sleep well at night while little families like myself, lose their home over greed. Help a woman who is willing to fight paying her mortgage over {16yrs} didn't rollover to loss it.

I began a new, better job on January 5th, but did not receive my first paycheck until January 31st, so I was already at this point, two months behind on everything. As of December 15, 2009, I have been in communication with SunTrust Loss Mitigation in an attempt to salvage delinquent payments on the property. As was communicated with my ex-husband in January and February, the mortgage payment for the property would be delinquent. The $600 for spousal support was used those two months for living expenses and utilities due at the property in light of my being without pay for six weeks. In mid-March 2010, my realtor and I had found a buyer for the home and were under contract when the payment was due for March. I barely had enough for a payment at that time and was advised to hold off on the payment until we found out if the buyers were going to close. My income tax refund that was supposed to go to catching up the mortgage went to outstanding bills and late fees accrued during my absence of pay and the new car payment. The buyers backed out on the contract and I called SunTrust Loss Mitigation and explained the situation. At that point, the payments were 90 days late and SunTrust would not accept a payment unless I had accumulated all three months. I attempted to do so and called again the first week of April 2010. I had accumulated two months worth (Jan and Feb), which would have made the payments at that time only two months behind. Scott ** was laid off in March so I knew that the spousal support I had been receiving would be delayed and sporadic rather than receiving regular checks every two weeks to go toward the payments. I was receiving solid paychecks and would have had the other two payments in May, leaving me caught up.

When I called in April (twice), I was informed that I could not make a payment until I received a repayment plan package in the mail from SunTrust. At that time, the representative (Josh) told me that the property was not facing foreclosure and that I should receive the package in a matter of days to a week or so. I did not receive spousal support from my ex-husband until the end of April. I did not receive the package by the first of May and called again attempting to make a payment and to see what the hold up was. I was again told that I could not make a payment, but that the property was not in danger. I was laid off May 4 leaving me with no income other than the spousal support, which I was saving and not spending. By the second week of May, I was receiving letters from McCalla ** stating that foreclosure had been initiated. My ex husband notified me of a letter that he received also. Since I called SunTrust (spoke with Daphne) and they advised me that foreclosure was not initiated, I told him that I was attempting to solve the problem with the payments, that SunTrust would not allow me to pay them, and that the money he sent for spousal support in March and April had gone into my savings account for the payments once I received the package. I continued receiving documents from McCalla ** and called SunTrust once again on May 25 (spoke to Jim) to determine what I needed to do. They instructed me that foreclosure was initiated and they didn’t have an answer as to why I was told that it had not been.

I got the run-around from the representatives and was finally told that they could not reach a resolution due to my unemployment. I wanted to scream at them by this point. All the promises of repayment plans, modifications, etc., was all a joke! I was immediately angry and disappointed that I had been working with SunTrust for six months to reinstate my loan, and was told that they could not help me. The last week of May, my ex-husband text messaged that he would be mailing the check for May’s spousal support. I instructed him not to, since I had to get some things ironed out and email him the options available to him. I was also going to be out of state the last weekend in May, and did not want a check sitting in my mailbox. I have been in touch with my attorney since the end of May to help me find a solution to this problem with the property. I felt as though bankruptcy was my only option and was destitute enough to follow through with it. When I met with my attorney on June 2, 2010, I was instructed that there may be other options. I was informed that there are a great many people facing this same issue and that mortgage companies are not helping those who are in need. The Obama plan is failing, in my opinion.

At this point, I was instructed to call McCalla ** and notify them of my attorney’s intent to counsel me and represent me through this ordeal. I did so on June 3, 2010 (spoke with Kathy). Kathy told me that I needed to fax a written authorization letter to McCalla ** and Prommis Solutions giving permission for my attorney to discuss my case. I followed every instruction and filled out every paper necessary for someone to help me. I have even tried lowering the asking price on the home IN HALF in order to try a short sale, but no one wants to do a short sale. Now I am facing foreclosure and have had to move in with my parents until the ordeal is worked out. I am unemployed, destitute, and angry that I received nothing but more hurt from SunTrust and their hope solutions. I have never found myself in such an ordeal. I am planning on attending law school, but now may not be able to since I may face bankruptcy due to the foreclosure on my home. My ex-husband is three months behind in his spousal support and has made no effort to pay it. He has made no effort to help reinstate the loan, or to offer me any additional assistance. I don’t know what to do.

I was advised by numerous SunTrust Loss Mitigation employees that I would be receiving an updated statement and if not just mail my payment to SunTrust Mortgage Inc. RVW-3054, 1001 Semmes Ave., Richmond VA 23224. From Dec. to May, we mailed these payments. Two of these payments came back to us at which time I was told that the system had not been updated. It was all a mistake, please cash and resend the payment at which I did.

On May 18th, 2010, we received a second set of paperwork via FedEx from SunTrust. This was a second modification changing our payments from $678.84 to $836.03 effective June 1st, 2010. We also received our May house payment of $678.84 back. I called SunTrust and at first was unable to get any reasonable explanation as to why my account had been re-modified. I was finally able to speak to a representative named Dani who advised that there had been a mistake on the first modification, which is why the numbers had never been input in the system. She advised that this new modification included our PMI payment which had been omitted on the first. I advised her that we received this paperwork on the 18th and the papers stated that had to be returned no later than the 18th.

She apologized for that error and stated she would notate the account and let them know that she advised me to try to have papers back within the next 7 business days, or no later than June 1st with the new payment. We had these papers notarized again by Notary Mary Lou ** on May 23, 2010 and had them at the FedEx shipping center (City Shippers in Palatka, FL) the morning of May 24, 2010 in the overnight envelope that SunTrust had provided. I have received confirmation from our Bank, Putnam State Bank, that check # ** in the amount of $836.03 was cashed by SunTrust Mortgage on May 27, 2010. Well before the June 1st date, I was given by Dani and within the 7 business days required, as May 29th would have been the 7th business day.

On Saturday, June 5th 2010, I found in my mailbox a letter from SunTrust Mortgage dated May 25th, 2010 stating that our account had been sent to an attorney to commence foreclosure proceedings. Now we have never missed any of our mortgage payments nor been late. We have always paid every penny we are supposed to pay. I have been in constant contact with SunTrust Loss Mitigation department and I have documented all the calls I made. I have copies of all checks sent/cashed. I have copies of both modifications also. I would also like to add that the monies ($4073.04) we paid from December to May was not applied apparently to our mortgage, as in December, our principal amount due was $111,000.00 and now on the new modification, it is at $113,900.00.

I was told by the representative Dani that because of their mistake in omitting the PMI on the first modification, they had to add the difference back in because if they wrote off all the monies from mistakes they had made, the company would go under because after all, they are just humans. So, although we have never made any mistakes while paying this mortgage, we are currently being foreclosed on and/or forced to pay for someone else's mistake so they do not go under, but my family and I may be misplaced and left homeless. This has put us through an emotional roller coaster. We do not know if we are gonna have a place to live in the next few months or not.

Two months later, I received my payment back. No, I am even more behind because of them. I started to make my normal payment plus a little more. Several months down the road, I received two more payments back. I also received a loan modification agreement in the mail. But I went to get them notarized and the bank told me there was a different name on the Borrower Line. So, I called Loss Mitigation and they sent me out another package which is causing me to take longer to get the package to them. I talked to Len ** and told him I couldn't get the second set of papers notarized until Monday 5-24-2010 (First payment was due on June 1 2010), he said that would be OK.

I mailed my first payment to the address I was told to (that should have been plenty of time for them to receive the check but they did not post it until June 3) and FedEx the papers on the same day (5-24-2010). There was a letter stating "the total amount due in certified funds, to modify your loans is $0. On June 2, I received a letter from them stating, I am in foreclosure and the sale date is July 6, 2010. I called Loss Mitigation and they said I needed an additional $1,380.00 (which is equal to one of the payments they sent back to me). I have called Len ** (Loss Mitigation Negotiator) 3 days in a row asking him to call me back between a certain time because I work 2 jobs.

No call back from him as of yet. That has been a week now. I FedEx a cashier’s check and the second check back to Len **. I called Loss Mitigation and they said they received the money. I also asked about the foreclosure and she said it was not active, but I am still getting letters from their foreclosure lawyers. So I guess they have done what they have set out to do and force me into bankruptcy. They make out like they want to help you but in reality they do not. I wish I would have been a little wiser and gotten an Attorney from the start. I guess that is my punishment for being too trusting and ignorant.

I am deeply depressed and my view of the world is even darker. Why is is the rich get richer. They get richer because they are taking from the weak. When we see the Greedy get some payback then some of the darkness may go away. The damages this has done for me can never go away. I will now have to find another place to live and I am scared to death I have panic attacks every day and I am no longer me because my soul had died. I am truly sorry if any one else is are has experienced the same. And I hope yours will change.

I completed the forms and everything was sent to them in early September 2009. I was told the loss mitigation process could take as long as 3 to 4 months. In December of 2009 (3 months after submitting the loan modification documents) I contacted the SunTrust Loss Mitigation group for a status of my loan modification. I was told they had received the paperwork but the paperwork was still in review. I contacted them again in January 2010 and was told the same thing, the documents were still in review. By this time we started receiving additional medical bills on my wife’s second surgery.

In February of 2010 I contacted SunTrust again to find out the status. I was told we were approved for a loan modification but they really couldn't tell me any more about the process. I was told to call back in about 10 to 20 business days and the paperwork should be completed. I called SunTrust back in March of 2010 and was told nothing had moved forward on my loan modification. I was told to be patient, their document process department was severely backed up and they were doing what they could to get everything done.

In April of 2010 I contacted SunTrust and was told the loan modification was approved, the documents were processed and sent to me on March 10, 2010, and that I needed to review the documents, sign and return the documents to get the loan modification process completed. The problem was I never received any documents. I was told the documents were sent via FedEx but SunTrust couldn't give me a tracking number. I contacted FedEx and used a process they have to see if FedEx had tried to deliver something to my address and FedEx had no record of SunTrust sending me anything.

After several phone calls in April I was told the document request was submitted to their document process center but for some reason no forms were processed. So in April of 2010 I started the process of trying to find out why nothing was processed after getting approved for the loan modification. Between the dates of April 12 and May 25th of 2010 I have called every week to find out the status of the paper work. I have been told my problem has been escalated to managers, my loan negotiator, the document processing center but yet no one has responded and no one has ever called me back to tell me why the documents were not processed.

My last phone call with the loss mitigation group on May 25th I was told in order for them to reprocess the paperwork my application needed to go through another review. I couldn't understand if I was approved once why I needed to go through another approval process and I was told it's just the way everything works and that I needed to be patient. I asked them if this meant another 3 to 4 month wait and I was told they really didn't have a time frame as to how long it would take. In the mean time I'm falling further and further behind on all of my bills and SunTrust continues to drag their feet on something I was told would only take 3 to 4 months and now is in its 7th month and I'm still no further along than I was back in Sept 2009 when I first started the process. I'm struggling every month to make ends meat. I have to live from pay period to pay period juggling bills. If this delay continues, I will most likely have to get a second job to help with my bills.

Second issue, after realizing we were not able to refinance, we applied for a loan modification. We were told it would take up to 3 months. After making our trial payments (which was only $8 less than our original payment), we still heard nothing. I continuously called to check for updates and was told that everything was fine, it was just taking longer. We went back to paying our normal payment of $1406. Recently, we have been receiving letters stating that our account is delinquent in the amount of $3,176. I have called numerous times and was told something different every time.

Most recently I was told that some of our payments were applied toward our short escrow account resulting in us being behind in payments. And, that our payments were $1588 putting us further behind. This goes back to the first issue in that I was told that our escrow issue was taken care of. I was then told that we were missing payments even though they have posted through our bank. No one is able to tell me anything. Every person has a different answer.

I am lost on what to do as I can't get a straight answer. I just want our money applied to where we thought it was being applied to, our mortgage. We have never been late and have never missed a payment. Had we known the trouble loan mod would be, we never would have done this. We want our escrow account fixed and our payment to be what we were told it was $1406. We had no knowledge of this $1588 and know it is incorrect. We want our account up to date so that this does not affect our excellent credit and empty pockets.

By Jan 15th, we were now 45 days late and we were scrambling to find the funds to make payment, which we did. Two certified letters were sent to us informing us of being in default, even though we were only 45 days late. While I was on the phone with a representative with SunTrust, someone from SunTrust, slipped a note through my front door, pushing it into my house. The note indicated for me to call SunTrust. I asked the person on the phone, whom I was speaking with from SunTrust, why I got the note, she had no explanation.

We made our payment. I called Hope for Home Owners and had a conference call with Jenny at SunTrust, loss mitigation, Herman with Hope for Homeowners and myself. We qualified for the Hope for Homeowners program and Herman, on my behalf, with my approval was to speak with Jenny while I was on the phone. Without getting two sentences, Jenny informed us that our home was owned by a private investor group, not SunTrust and therefore, SunTrust refused to deal with Hope for Homeowners completely. She said I could apply for a loan modification.

I received a call 3 weeks later from Debbie, who is the case manager for my mortgage (who knew I had one( and she took over the phone my financial information. I was never given the opportunity or told where to get the loan form or what was required to send, even when I asked. Debbie verbally declined us and sent me a letter to that effect based on debt/income level. We continued to scrap together mortgage. But we couldn't continue. We went to a bankruptcy attorney, who advised we file Ch. 7 and include the house. The house has appraised for $80,000 less than the loan we currently hold with SunTrust.

Since May 1, 2010, we have not paid our mortgage payment as we cannot afford to. Since retaining the attorney, SunTrust has called us 27 times from their collections department. Upon the first call I received from SunTrust Collections, I informed them of our filing and gave our attorney's name and number. The representative said to me, "You think your attorney can tell SunTrust what to do, **" and hung up on me. After that the calls continued every day. I continue to give the name and number of our attorney. I received a call today, where the representative called me "Honey" and told me again when I tried to give the attorney information, "It doesn't work that way with SunTrust,Honey. Honey, you need to pay up" and I requested for the supervisor and she hung up.

I authorized e-pay to make this payment as soon as I could after this and it was scheduled to be made on Monday April 12. I went through all of my contact information with the agent on this call on April 7. I continued to receive calls and received one automated call and tried to go through the menu to speak with a representative to address the issue again, but their office was closed.

Then on Sunday April 11, I received a call from Keona, who started off the conversation confirming identity and contact information. I proceeded to tell her about the conversation and details of the call I had a few days prior and that I had already submitted the request for online payment of the additional amount. I told her I wanted the calls to stop. We had a heated discussion and she said the "calls were going to continue as long as I did not cooperate" and "as long as I did not give them contact information." I became quite upset about this and reminded her I already had (in fact on two occasions now).

I asked to speak to her supervisor and eventually spoke with Carl (ID #xxxx) who basically took the same approach. I told him I didn't appreciate being threatened. He said that Keona was correct and the calls would continue as long as I didn't cooperate. I told him I had submitted payment that it was being held because of the incorrect amount (and told him it was because of the increase in escrow and that I had never received the analysis) and I had already submitted for payment the difference and that I had given any information they wanted including contact information to them dating back to my first conversation on April 7. He again said I wasn't cooperating and I became very upset with him and he said the phone calls would continue.

While writing this, I received another phone call from them despite having authorized the difference to be paid and according to US Bank, the payment should have been made yesterday. Please do what you can to stop this company from treating customers this way. I have a very good credit rating because I try to pay bills correctly and on time and their own records of my payment history with them would confirm this.

The property is underwater by $100,000 on a $300M mortgage (5/1 ARM). I suspect their motivation may have something to do with purposely increasing their expenses because some government program may guarantee a percentage of their loss, or it may have something to do with a deficiency judgment, which i would never agree to on a short sale. I would only accept a 1099 and I understand that their 1099 can only deal with their loss of principal and not unpaid interest or expenses.

This reeks of the Fannie Mae Indymac deal with the government guaranteeing 50- 70% of loss and the loss is calculated on the original loan amount even though they bought the loans for 50%-70% of the original loan amount. I am a retired attorney looking for soliciting a class if their actions are illegal and looking for a referral fee as well. Statute of Limitations of HUD and truth in lending is renewed b/c they refused modification so they are open to a fair housing complaint under HUD which they do not like.

You have a customer that is willing to keep the home and able to work within their payments but no, the banks would rather have these empty homes in our areas. Why? No one can get credit if they are like Suntrust denying everyone! I will be writing to President Obama and explain my situation and the President of Suntrust as Bank of America is working with people now because they are losing money. Maybe Suntrust should work with their customers as they need to listen to us. We are willing to work with Suntrust but they refuse to communicate and give us honest answers or even answer our questions. I will submit to the BBB which I'm sure many of us already have as this will help other customers not fall into their traps messing with our taxes, current payments, etc. I hope this company gets what it deserves because what comes around goes around.

What really **** me off was when I called and they keep telling me I needed to talk to another department. They transfer me, then that CSR will say no, you need to talk to the department that transferred you to me and she transferred me back and when that CSR was reviewing my notes, she didn't even answer my question and was going into something I didn't even ask about and ended up hanging up on me. Then I called back, like most of us have done, and talked to Ramsey who said he would transfer my information to a supervisor by emailing them. Let's see how long this will take and I'm sure it's just their partner sitting next to them.

The only real live person that helped me with Suntrust after many months and I'm still waiting to hear back from this company on my loan modification is a man named Bob! He was pleasant and answered every question I asked. I was amazed because after talking with him, I feel Suntrust has hired lowlifes that don't have any passion and their customer service skills are terrible. I work with customer services all day and we would never get by with this type of service.

I called the Mortgage company, telling them to apply the $20,000 toward the principal of $297,587.47, then withdraw my mortgage payment automatically, but they did not comply. They did not comply to my request, which I have every single right to be correct. They withdrew the March monthly payment, and then gave me the interest of $58 back, instead of $204.18, that I intended to save by paying the extra $20,000.

The immediate loss is $146.18 = $204.18 - $58.00. The long term loss is my principal now is $274,402.88, instead of $274,275.79. The higher the principal, the more interest that I have to pay. This is unfair and unjust conduct. The mortgage company not only appreciate my extra payment, but want to manipulate it in the way that brings more benefit to them. They do not care how hard I have to work, to pay the mortgage extra and on time. They treat me like a fowl who does not know how to calculate, and gave me $58, as if this is a good deal that I should be happy about. Despite the phone call and the email to tell them to apply the principal correctly, they ignored my request, and continued to rip me off on interest. Please contact them, and tell them to adjust the payment where it should be applied to.

When this check came, I called and asked if they were sure we had an overage. SunTrust said yes, and by federal law, they had to return it to us. Fast forward a year, and now, they realized they spent the same money twice. It is now up to us to fix the mistakes they made. SunTrust was in full control of that escrow money and failed to properly dispense it. SunTrust now wants us to make up the difference.

We paid the money once. I don't see why we should be held responsible for their incompetence. All I get from SunTrust is "We are sorry. It's our fault, but you must pay the money." I think SunTrust should take the loss, because they messed everything up. But they are unwilling to take responsibility for the mistake they made. We are forced to escrow taxes and insurance in our mortgage payments, but the company is not forced to be accountable for the actions they take with our money.

Recently, in a letter dated 02-05-2010 from Jackie and copied to Molly in the legal department of Suntrust Mortgage Inc, a cease and desist order was placed on my account and contact information. This morning, 02/11/2015 at 10:58 am, I received a call from Suntrust Mortgage Inc inquiring on payment, which violates the cease and desist agreement. Their own letter warns me that I may not be notified of other loan information in agreeing to a cease and desist order. If I could only be so lucky as to not hear from Suntrust until my mortgage is late, I would be happy.

I dialed the number, 804-, and it is a Suntrust number. Despite a confirmation of a cease and desist order that no calls would be made, dated from their own office 02/05/2010, I received a call this morning 02/11/2010 checking on payment. My loan was scheduled to be sold to another mortgage service bank since I have found Suntrust to be the worst bank around.

They cannot confirm the date my loan will be moved or honor their own cease and desist order confirmed by Jackie B. from Executive Services at Suntrust Mortgage Inc. I note that Molly W. from their legal department was cc'd on the cease and desist letter I hold a copy of. I will send the two of them a letter today once again regarding for the cease and desist contact.

They are the worst mortgage service company I have ever had. This is one of the rare companies that may actually be better run through federal regulation. If your mortgage is handled through them, do not think grace period means that you have through the 15th of the month to pay to avoid being called, chased or hassled. They must be a subsidiary of Chase Bank. I cannot believe they found some of private numbers to leave a recording on within the grace period of my loan. If Suntrust Mortgage handles your loan, pray for federal receivership.

After another week, I contacted Thomas who told me David would call me back. David called me back promptly and then told me that the process takes time. I attempted to explain that I did not have an issue with the process but that I would appreciate some communication so that I know what was going on. At one point, he told me "sorry if you lack the common sense it takes to understand this". He told me he didn't have a timeline for this process of reviewing the appraisal. I asked "days, weeks, months, years? Are you telling me you have no idea how long this is going to take?". He finally gave me a timeline and then continued to berate me about how I need to understand the banking industry. I tried repeatedly to interrupt him to explain the issue is not with the banking industry nor the process but with his and Thomas' lack of communication! He promptly hung up on me.

I am now out $475 to Suntrust for fees and will now have to start the process over again. Picking Suntrust as my refinance bank will end up costing me close to $1,000 when all is said and done. This was by far the most unprofessional interaction I have ever had in any business.

Even up until Sept 2009, when we called to make sure our account was paid up to date, we were told over the phone by Gail ** that out account was current and that there were no problems. We have attempted several times to contact Suntrust to resolve this matter, but have gotten nowhere. We would very much appreciate help with this matter and feel that there is something seriously wrong with trying to gouge the consumer with a $4,000 bill for insurance that we can get ourselves for $648. Thank you very much for your time.

When I learned about this, I was upset so I called Suntrust and was told that the computer shows that it was supposed to have been sent to First American. She then put me on hold. When she came back, she informed me that it was supposed to have been sent, but for some reason was never sent, and Suntrust still had it. Now they are going to keep it and review it in house. I should know something in a few days. I didn't hear anything, so I called Suntrust back and was told that my file had been sent to First American and that I need to call them. I told the person at Suntrust that I was told that Suntrust was doing my file now, not First American. I was told that person should never have said that. Now it’s August, and First American told us that the financial info we sent is now old and we need to resubmit everything. So, now disgusted, we did as they requested.

On Sept. 25th, we received a letter addressed to current tenant saying that the house we are living in will be foreclosed on in about 60-90 days. So I called First American. First American told me they no longer have our file, that Suntrust requested they return it. I called Suntrust and am told that First American returned our file unfinished and they don't know why. I told about the letter threatening foreclosure and am told not to be concerned about that. They are working on my file now and that letter is standard procedure. A week later, I get four certified letters informing me my house will be sold at auction on Nov. 6, 2009. They are dragging their feet, avoiding talk of short sale and trying to add a balloon to the back of the loan. This is a miserable experience.

When I looked for one in Wisconsin, I could not find one. I finally called the company who sold my mortgage to Suntrust and they gave me a name to call. I spoke with her and she did not have high hopes that I would get a mitigation. Suntrust said it would take 10 days to get the form. Instead of mitigation forms, I got mortgage insurance forms. I called them back and they told me they sent the correct forms out but they would send them again. They also told me that the mitigation would take more than two months and that there was no guarantee.

These mortgage companies are only going to do the minimum of what they are told to do by the government and then not even that, they will wrap everything up in red tape and mistakes until they rake in more money from both the government and the mortgage sufferers. Where is this going to end!

On December 2nd, I contacted my mortgage company to confirm that this was going to be my first payment after the forbearance. They informed me that it was too late and that my property was already in foreclosure. They also informed me that I was supposed to make the payment in November and that if I made the payment, it would have been rejected. The last month listed on the form they had me sign for the forbearance was November. While discussing this, they informed me that now they were going to start the process of a loan modification. So when I could not convince them to come up with the forbearance document I signed, I agreed to the loan mod.

The rep took a little expense info from me and stated that someone would be contacting me about the loan mod. December passed and I was not contacted. January came so I contacted them. After finally contacting the loan mod rep, I expressed my concern over the time lapse. The rep informed me that they were waiting to see the results of their staff meetings since Obama just took office and that there was going to be some new operating procedures take place for loan mods. Another month passed.

So I called in again, to remind them that my property taxes were due at the end of December and if not paid at the end of the following month, the amount goes up. The rep informed me that he was going to roll the property taxes in to the loan mod. He assured me of this. March came and no one has contacted me about the loan mod. I called in again. The rep informed me that the new options and new operating procedures are still under review. He assured me that my property will not be foreclosed on. April came and I called in only to find it very difficult to contact my loan mod rep that was assigned to my account. Another rep reassured me that they (the company) would take the months that passed into consideration when figuring out the total amount owed. I contacted them again a few weeks later to check the status and they informed me that they were waiting on me to fax in my monthly expenses. They never contacted me to inform me that that was what I need to do.

I was laid off from Alphacom on May 1st and started the unemployment process again. I kept receiving foreclosure documents in the mail. I called in to again express my concern and they informed me that even though they were working on a loan mod, the foreclosure process still moved forward. A rep from Loss Mitigation called me and informed me that they went ahead and approved me for a 120-day non-paying forbearance. While discussing this with her, I mentioned that this was my second one. She said that If I had one last year, then I did not qualify for a second. Somehow she did not know about last year's forbearance. This concerns me deeply as to how my account is being handled.

I found employment contracting in June. I worked two weeks and faxed in two invoices and a letter from the company I was contracting for stating my employment and hourly wage. I was averaging $2800 a week at the rate of $50.00 an hour. With this information, they informed me I did not qualify for any of their options for a loan mod. They said my expenses were more than my income. They wanted to send me a short sale package to sell my property or they could foreclose on it. Neither of these options worked for me, because the months that passed while they were deciding what to do from December to April totally falls on them and they should not be charging me for something they caused. A few days later, I called In again and asked what income amount they were using for my monthly income and they said $2800 a month. This is clearly another mistake on their part. I informed them that the amount was wrong. The $2800 amount was weekly, not monthly. So they disqualified me for a loan mod based on an incorrect Income amount.

I informed them that the county was going to foreclose so I faxed in the property tax bill and they took care of this immediately with no mistakes, thus rolling in an escrow account into my loan. At this point, I am on a 120-day non-paying forbearance which I did not sign for nor did I qualify for. But when it's over, they are going to want the whole amount due and not taking into consideration the time that they spent waiting for the outcome of meetings and all of their costly mistakes, costly to me. I am not trying to get out of paying for anything. I just want them to be fair and pay for their own mistakes. How do I deal with this?

On 7/10/09, I called and talked to Tony ** and he said he had knowledge of our taxes being $2,000 a year. (He works in Suntrust tax dept.) He said he would send a tax verification form because I told him that our taxes were cheaper than $2,000; he never sent it. On 7/13/09, I called to make a payment and was told I couldn't because I owed $1,300 and they didn't except partial payments. I asked her if they did get the June payment. She said yes but that they were holding it.

I called again at 4:52 pm on the same day and talked to Oscar ** and told him the situation and again, he wanted me to send proof of our taxes (fax # (804) 675-9639). On 7/20/09, I sent a certified letter through USPS that they had to sign to get with the tax info in it. (The taxes are $1,796 a year.) I sent a payment for July through a check because they wouldn't accept that through, which they cashed.

On 8/11/09, I called Suntrust and Sonya ** told me that they didn't receive it. On July 06 '09, I was sent a letter saying that I owe $1,092. On Aug 04 '09, I received a letter saying I owed $1,362; how, when they have payments for June and July '09? I got a letter today, 8/24/09, that I owed $2,523. How? I owe $554 for August and will pay it if they get this right. Because of the hell we've been through with this company, I don't want this house anymore. I'm losing my house because of something Suntrust can't prove that I owe, but I've proven that I don't owe.

After several harassing calls from them, I was sick with anxiety problems and depression. I got behind another 2 months and I called again to offer 2 payments in a row. They told me that my case went to Loss Mitigation Department. They told me that I need an attorney to avoid foreclosure. I explained that I hardly have money to go by and pay my bills, less have money for an attorney. I am so depressed and I don't know what to do. I wish I can get some help. I have bad credit for past bankruptcy and I have no money. I have a child to support and it's extra hard.

Please help me to find the way out of this horrible situation. I can't even sleep anymore and I am getting sick on all these problems. I was reading about the modification program that president Obama released this year. I talked to a company that offered free consultation and they told me that Suntrust received the money from the program to help the borrowers. Is that true?

By the way, we have a credit score of 791, a conventional 80/20 loan to value ratio, have never missed a payment and we are a current Suntrust Mortgage Customer. Steer clear of Suntrust, Patricia lied to us for almost 2 months! She only called us one time, which was a return phone call. All of the other calls were made by us. There were several because she doesn't answer her phone. Suntrust should be shut down and sued!

Our settlement was supposed to be Monday, June 29th. Today is July 2 and we still have not settled. The family has 3 small children and they are now with the grandmother in VA. They took a vacation to move into their new home and tried to move out of the condo by the end of the month that I rent to them. Thank God the builder let them move everything into the garage. It is packed full. They have been staying at a hotel in Dover all week waiting for the final word. Apparently the underwriter is still looking at the file. Plus I am babysitting their puppy! This is a disaster.

I will never use your company again. This is a disgrace. The buyer was going to go to the lab and get a blood sample so you could have her DNA. Is this what you are waiting for? Your company should be ashamed of itself! This affects the former rental unit and the owners, great toll on the builder, buyer and me. A lot of money.

After several unanswered email and voicemail messages, SunTrust responded on May 20, 2009 and told me in writing: "Your loan is in process. Please understand that with the overwhelming volume, they focus on everything closing at the end of this month first. We are on line for a closing by mid June." I still had not received a written good faith estimate at this point in the process. I also had not received written documentation regarding the rate lock.

On May 27, 2009, my credit was charged $350 for home appraisal services related to a SunTrust Mortgage. This fee is at the root of my complaint. On May 28, 2009, I received a good faith estimate for a 15-year refinance when all prior conversations had focused on a 30-year refinance. I contacted the loan officers assistant and asked to have the problem corrected on May 28 and May 29, 2009.

On May 29, I was told in writing regarding the 15-year good faith estimate being sent and my desire to receive a 30-year good faith estimate. "As soon as Steve (loan officer) updates the system, I will send you new documents. I only work part time and am getting ready to leave. I will send the docs out on Monday." On June 3, 2009, I still had not received anything. After several unanswered email and voicemail messages, I was told in writing: "He was working on your loan when I left yesterday so I believe he will be contacting you today."

On June 8, 2009, I called the loan officer to clear up the confusion. I was told several key things:

3. My good faith estimate had not been corrected because the rate quoted on April 28, 2009 could no longer be honored.

Separate from all of these conversations, I received two physical mailings from SunTrust on June 08, 2009 with a good faith estimate indicated that closing costs would be in excess of $12,000. The total amount seeking to be refinanced was $155,000 so the closing costs seemed a bit high. Never once did the loan officer mention these documents on the phone earlier that day. I suspect he was not aware that these documents had been placed in the mail.

I have severed communication with SunTrust and am seeking two items towards resolution:

2. I am seeking to determine if the practices of SunTrust violate federal regulations or guidelines. Unfortunately, there is a third item for which I have no recourse. During the month of May, loan rates were historically low. The missed opportunity of having not refinanced can never be recouped.

We paid approximately $350 for the appraisal, plus at this point with the rates going up, we have probably lost the opportunity to refinance with any other mortgage company at an APR below 5%, and that cost us interest and a lower monthly payment. We have also lost the mortgage application fee which we paid. I find this stall tactic by Suntrust Mortgage Company to be deplorable. I can't believe that they treat their valuable customers like this and I am considering moving all my accounts to another bank!

I was finally asked to show my last 2 year tax returns. I had received about $500 interest. She sent my papers to underwriting and again I waited weeks. By this time, the rates were well into the high 5's. Their policy is you have 120 days from appraisal date to lock in. Well, my appraisal was done months ago, 2-3 to be exact. That leaves me with 1 month or so to see if the rates will go back down or I lose the majority of that money. I was finally called the past Friday, the 31st, and was told I was approved. Big Deal, the rates are in the high 5's now. Every other bank I spoke to locks you in right away when you see a rate you are interested in. I am very angry and will probably lose that money.

Now that rates have gone through the roof, we lost our great rate and still have no information about our refinance. I have never been treated like this and have such a loathing for the people of Suntrust that words cannot even describe what I feel from this horrible experience. How is it that people with excellent credit, viable income and money to pay down their mortgage cannot get service? Now because of us relying on Suntrust, we missed working with another lender who might have gotten it done sooner.

She received the check on Monday, June 1st. She called the collections department and was advised by Angel the loss mitigation department should have entered into the account that there was a promise to pay in the amount she sent. He advised her to call back in the morning to speak to a loss mitigation person. She called back June 2nd at 11:45am and spoke to Suzanne and advised her of the situation and the runaround that she has been getting. She advised her to speak to Angel again and passed her through. He again reiterated the same thing he advised the day before they cannot take the payment since it is not the full past due amount. He then proceeded to advise her that the account was sent to the foreclosure and they would not be able to take the payment anyways since it is already in the foreclosure process.

He then passed her to the foreclosure department, who also proceeded to advise her that once in the foreclosure department, they will not take any payment unless it is payment in full. She advised them of the whole situation again and was then passed to Melanie in the loss mitigation department. I advised that the payment was sent in on the May 23rd. It was received on the 26th so they should have been able to take the payment at that time. Melanie began to get rude and advised her again that they will try to assign a new negotiator but may take a week or so and to call back on 6-9-09. Also advised after my daughter tried explaining the whole situation that started in December of '08 that she will send for a reassignment, but that my daughter will have to pay for the legal fees incurred until the case is reassigned. My daughter advised that this is not right and that she has done all that was asked of her and it is not her fault that no one would help her up to this point. Melanie then advised that yes, it is her fault for not making the payments.