Complain about a product or service

Suntrust Mortgage

Ysidro of Taylor, TX October 19, 2009

I was laid off from my job my job back on June 30th 2008. My savings (IRA) was already used up because for the 6 months prior, my employer was not paying me. I immediately started the unemployment insurance benefit. I contacted my mortgage company and explained to them that I lost my job and was looking for options if their were any. They mailed me a document to sign and mail back which put me on a 4 month forbearance. This gave me a little breathing room to focus on finding a job and paying other bills. The last month of the forbearance was November 2008. I found full time employment on October 27th 2008 for a company called Alphacom. 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 to late and that my property was already in foreclosure. They also informed me that I was suppose 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 will 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's 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 the informed me that even though they are Working on a loan mod, they foreclosure process still moves 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. Some how she did not know about last years 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 2800.00 a Week at the rate of 50.00 an hour.

With this information, they informed me I did not qualify for any of there 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, Cause 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 2800.00 a month. This is clearly Another mistake on their part. I informed them that the amount was Wrong. The 2800.00 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?

Darlene of detroit, MI August 24, 2009

In Feb or March 09 our Mortgage company ( Suntrust )says that our mortgage payment is going form 554 to 823v because our property taxes are going from 2,000 to 3,200. The property taxes aren't assesed and sent out until July 09, so how would they know in March.April 1,09 I sent cpoy of our taxes (fax). On 5/28/09 I called to see if they had received it and they said no.On 5/30/09 I called to get the address to send a copy through mail, which I did(6/03/09). On 7/10/09 called and talked to Tony Carillo he said he had khowledge 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 that 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 did they 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 Moreno and told him the situation and again he wanted me to send proof of our taxes( fax # 8046759639). 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 except that through, which they cashed. On 8/11/09 I called Suntrust and Sonya Smith 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.

ximena of mechanicsburg, PA August 6, 2009

I bought my house 3 years ago and Suntrust was my mortgage co., I got hurt financially since the last year, due to our crissis economic situation. I am a single mother with a child to support, and I have a lot of medical issues, and lost the child support income. I have only my income to support both of us. I got behind on my mortgage payments for 2 months, I called Suntrust and explained my situation several times to them. I asked them please help me out and give me the opportunity to send payments a little higher, so I can get updated with the past due months.

My mortgage payment are 1,400.00 per month. I offered to them 2,000.00 per month, so the difference can go to the 2 months past due. The only answered I got was *You need to send the full payment to get updated and avoid foreclosure*. After SEVERAL harrassed calls from them (I was sick with anxiety problems and depression). I got behind another 2 months and I called again to offered 2 payments in arrow, and 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 I 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 any more and I am getting sick for all this 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 truth?

Donna of Lithia, FL July 8, 2009

In April of 2009, My husband and I applied with Suntrust to re-finance our 6.25% mortgage currently with Suntrust. We locked in on May 19,2009 at 4.375%. At first, I thought the lack of customer service was blessing since it took amost 2 months to get a lock in, which was interest rate fell to their lowest levels.

We locked in and I had several discusions with Patricia Mackall about our lock in, loan processing, appraisal, and rate lock expiration. The end of June, we received some new documents looking very similar to the ones we signed in May but now our interest rate is 5.75%! What a classic "bait and switch". No wonder our financial system is a mess with crooks like Suntrust.

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 Suntrsut Mortgasge 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 doesnt answer her phone. Suntrust should shut down and sued! We paid a processing fee and appraisal and have lost the ability to re-finance at a great rate.

Shirley of Milford, DE July 2, 2009

My buyer signed a contract the end of March,2009. Your company had the contracts by April 1 or 2...From the builder Richmond American Homes. My Buyer Kim had some difficulty in getting a mortgage, but your company said she was a go. We have provided you with everything that you asked for and more. She has a great job and a very good income. Your company has not been honest with her.

Our settlement was supposed to be Monday June 29th. Today is Jyly 2 and we still have not settled. The family has 3 small children and they are now with the grandmother in VA. They took 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 underwritter is STILL Looking at the file. Plus I am baby sitting 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 it's self!

Greg of Buford, GA June 18, 2009

I contacted SunTrust Mortgage on April 30, 2009 about a 30-yr refinance on my primary residence. The uniform residential loan application and all required financial documentation was completed and sent to them on May 1, 2009. I was quoted a rate on the phone and I asked the loan office (Steve Fahrenthold) to lock. I was also asked to pick a closing date during the first week of June. Receipt of all information by SunTrust was confirmed via email on May 4, 2009. 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. 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 contacting you today." On June 8, 2009 I called the loan officer to clear up the confusion. I was told several key things. 1. My rate was never locked. 2. I should wait until the end of June to monitor rates and choose whether or not a lock is appropriate. 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: 1. I will be filing a chargeback complaint with my credit card holder for the appraisal amount. 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 at historical lows. The missed opportunity of having not refinanced can never be recouped.

Michael of Lake Oswego, ON June 18, 2009

I applied for a mortgage and was given a locked rate. My mortgage broker filed a completed application with all documents required. Sun-Trust delayed reviewing, then repeatedly requested additioanl documentation, dragging the process out until the Lock Period expired. The locked rate, 5.75%, had risen about 90 basis points during this process. It was clear that Sun Trust did not want to write the mortgage at that rate, and implemented a delaying strategy to avoid honoring its comittments. Credit was never an issues as I ended up paying 100% cash for the home, and still had 2X more cash left, after purchasing the home. Sun Trust engaged in fraudulent lending practices.

Elizabeth of Cocoa, FL June 12, 2009

My partner and I are Suntrust Bank customers. We currently have our Mortgage with another Bank and when the rates became attractive decided to refinance for an APR below 5%. We contacted a couple Mortgage Companies, but decided to got with Suntrust Mortgage, because of our banking relationship. Our Branch Manager referred us to a Loan Officer and we started the loan application process. There are no problems with our credit or debt to loan ratio, so we thought this should be a smooth quick process, since we are already good customers. However this is Not the case!

The process has stalled since we had the appraisal and we only had one call from our Loan Officer since that time to let us know that things were proceeding with no problems (that was around Memorial Day) Now that the rates have gone up and we still have not settled, we are getting no return calls from our Loan Officer and we do not have a copy of the appraisal.

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!

Chris of Milford, CT June 11, 2009

We currently hold a mortgage with Suntrust. When we went to refinance they gave us a competetive rate and most importantly the closing costs were very reasonable. We went with them. We were given a good faith estimate of around 6100 for closing costs. Mind you, they carry our existing mortgage so the good faith estimate should be in the ballpark.

We were set to close at 7pm. We did not get a final number for closing cost until 6:45 PM of the same evening. We were unable to get a check for the closing, but we were instructed to overnight it. We were told that our closing costs would be 8800. Too late to save cash, too late to borrow cash, too late to do anything.

Marilyn of Altamonte Springs, FL June 8, 2009

I live on Social Security only & decided I wanted to refinance my home to make my life a little easier. I went to Suntrust because they are my current mortgage holder (6.5% right now). I began the process mos. ago & was told I didn't need to provide any documentation of any kind. At that time, the rates were 4.6- 4.8%. I was told I would be treated as anyone off the street, not a 10 year mortgage customer.

It began with an appraisal (425) only part of which is refundable if denied. Months went by & after many calls & the appraisal was done, I was told that due to my 165/mo homeowners assoc. dues that I would be denied. I said I have CD's, annuities, money market accts. which I only use when I need to. All they cared about was income. Well, all I have is SS. I live very frugally & have never missed a payment not had a late pmt. My FICO score is 796. didn't matter, I was a brand new customer off the street. I was finally asked to show my last 2 yr. tax returs.

I had received about 500 interest. SHe sent my papers to underwriting & 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 mos. ago. 2-3 to be exact. that leaves me with 1 mo. or so to see if the rates go back down or I lose the majority of that money. I was finally called the past Fri. the 31st & 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 & will probably lost that money.

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