Complain about a product or service

Suntrust Mortgage

Cary of Aiken, SC June 6, 2009

Currently have my mortgage with Suntrust Bank. Looking to pay down our mortage with cash and refinance at a lower rate. After initiating the process on April 3, 2009 we have still not received any word from Suntrust. After getting a higher than expected appraisal which would place our loan to value ratio at 62%, three weeks later we still get no information.

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.

Suzanne of Phoenix, AZ June 3, 2009

My daughter has been trying in vain to work with Suntrust Mortage to save her home from foreclosure. She has made numerous calls, sent in the required paper work & all she has gotten for her trouble is the run around. She never talks to the same person twice & if she does happen to talk to a live person she is made to feel like she is a deadbeat because she is asking them to work with her so she won't lose her home.

Know one seems to know what the other dept is doing. they tell her to send in a payment then they return the checks back to her. They keep telling her they have been trying to reach her which is not true she has caller ID & an answering machine & then accuse her of not making an effort to help herself. She has spent so much time on the phone at work trying to talk to someone one that she has gotten a reprimand. She has done all that they have asked of her including making a partial payment in the amount that she was told to make only to have the check returned.

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 run around that she has been getting, she advised her to speak to Angel again and passed her through, he again reitterated 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 forclosure process, he then passed her to the Forclosure Dept, who also proceeded to advise her that once in the foreclosure department they will not take any payment unless it is oayment 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 recieved 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 explaing the whole situation that started in Decmeber 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 reasigned. 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 advies that yes it is her fault for not making the payments.

Susan of Richmond, VA May 21, 2009

I have never been late on my mortgage with Suntrust Mortgage. I recently got a letter from Discover Card saying they were closing my account because of my negative accounts on my credit file. I paid for all three of my credit reports and found that Suntrust has been reporting me delinquent, 60 days. I called Suntrust and they deny it. I filed a dispute with the credit bureau and they claim that Suntrust says that the report is accurate.

I called and speak with the president's office and they claim they sent in the correction. they also sent me a useless generic letter regarding the mistake, only after after I insisted. Well now my credit report is still incorrect and the credit bureau says they cant do anything about it. Suntrust claims they corrected it and there is nothing else that they can because they dont run the credit bureaus My perfect credit score is NO MORE. One creditor has already terminated our relationship based on this information. And here I wait for the next shoe to fall while the credit bureau and Suntrust mortgage pass the blame back and forth to each other

Susan of Richmond, VA May 21, 2009

I have never been late on my mortgage with Suntrust Mortgage. I recently got a letter from Discover Card saying they were closing my account because of my negative accounts on my credit file. I paid for all three of my credit reports and found that Suntrust has been reporting me delinquent, 60 days. I called Suntrust and they deny it. I filed a dispute with the credit bureau and they claim that Suntrust says that the report is accurate.

I called and speak with the president's office and they claim they sent in the correction. they also sent me a useless generic letter regarding the mistake, only after after I insisted. Well now my credit report is still incorrect and the credit bureau says they cant do anything about it. Suntrust claims they corrected it and there is nothing else that they can because they dont run the credit bureaus My perfect credit score is NO MORE. One creditor has already terminated our relationship based on this information. And here I wait for the next shoe to fall while the credit bureau and Suntrust mortgage pass the blame back and forth to each other

Luis of South Riding, VA May 5, 2009

Currently I am in risk of losing my house due to SunTrust Bank refuse to assist and their utmost lack of responses. Five months ago, I had asked SunTrust for assistance to reduce my interest rate and possibly defer my payment for 2 months from a 30 years fix to a 30 years and 2 months fix. I was struggling with high bills, daycare, car payment, monthly bankruptcy bills, and etc. Due to my credit history, the representative from SunTrust advised that the only way they will assist me is to stop payment for at least 2 months or so. I stopped payment for 2 months, and then re-connected to SunTrust for assistance. They took my data into the system including the W-2, tax return statement, and letter of hardship.

I had been contacting them every week for status ever since I sent the document to their attention and addressed over and over that I do not want to delay the payment. I need like some guidance and direction. After months of battling with SunTrust, they informed that my personal information was never received. I resubmitted the document shortly after spoken with SunTrust.

Weeks had gone by and I have been contacting them every other day for status SunTrust again provided me with no responses nor any direction. On May 1, I received a letter from their lawyer that stated my house is now in process of being foreclosed and they will grant the court to relieve me from Chapter 13. I have been trying to contact their Loss Litigation for status and update the passed 6 months, and they had provided me with no response and refuse to speak further. Again, they had refused to neither speak with me nor call me in any sort of fashion. The lawyer from SunTrust bank had refused to speak with me even I wish to pay the outstanding balance and do not wish to foreclose or give up my house. I am a single dad with a 7-year-old son who is about to loss my home due to the non-responsive staff from SunTrust Bank.

Antia of Hohenwald, TN April 17, 2009

Antia of Hohenwald TN (04/17/09)
Approx. 7 weeks ago we applied to refinance and approx 4 weeks ago we were told that we did not qualify for a conventional loan because our appraisal did not come in high enough however we did qualify for an FHA or possibly stimilus. Monica stated that she would call back on the 9th of April to tell us which one would have the lower rate. When she didn't call back on the 9th I began calling her and left message after message. I began to get worried because we paid her 350.00 dollars for an appraisal that she said was only good for 3 months. I called customer service and suddenly she called back and stated that the stimilus was 7.5% and that we were no longer eligible for FHA.

We were told that we were no longer eligible for FHA and that the stimilus would 7.5. She retaliated because we called customer service. We currently have two mortages with Suntrust a mortgage and an equity all we wanted was to combine at a lower rate. Everything was fine until I called customer service. What should I do? Now I am out 350.00.

Cindy of Knoxville, TN March 12, 2009

Cindy of Knoxville TN (03/12/09)
SunTrust Mortgage, Inc. called me on 12/16/2008 stating that he had reviewed my home information given to him by my realtor and that he felt I would be a good candidate for a refinance at a much lower rate. Note that I had not been interested previously in refinancing, but after his call and promise that I could save 200/month on my mortgage payment, I was definitely interested. The process moved on and my house was finally appraised in late January and I was charged 450 (where the good faith estimate was at 350).

The appraisal came in low (due to housing market declines) and they could not refinance for me. I felt like I was being given the runaround after they got the money for the appraisal. Why would you call someone for a refinance if they had not done their homework (since my financial circumstances have not changed since I bought the house 2 years ago)? Bottom line, they kept putting me off because they were so busy with other re-fi's and I will never do business with SunTrust.

Wasted 450 on an appraisal.

Dame of Manassas, VA February 14, 2009

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