Product: Mortgage

Good morning- In XX/XX/XXXX we inquired with Suntrust Bank regarding a possible hardship due to the Coronavirus. Suntrust automatically put us in " loss mitigation '' and or " forbearance '' as they use these terms as meaning the same thing which they aren't. We never asked to be put in loss mitigation or a forbearance. My spouse and I made sacrifices for other things, but continues to make monthly payments for our mortgage and infact paid slightly more than our mortgage amount. In XX/XX/XXXX, Suntrust no longer was applying our monthly mortgage payments to our loan, but continued to put these in an " unapplied funds account '' as I noticed this in our XXXX statement. We continued making the monthly mortgage payments timely ; however, Suntrust was not applying the funds to our loan and continued to put these in our " unapplied funds account ''. I contacted Suntrust Bank via phone starting in XX/XX/XXXX requesting that these unapplied funds be put towards our mortgage ASAP ; however, this request wasn't fulfilled until XX/XX/XXXX. In addition, during my several phone calls to Suntrust throughout XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX I advised the Suntrust representative that I never requested a forbearance or loss mitigation. I was advised that my simply inquiry on this was sufficient. Per Suntrust 's website it's required to gather documentation from me in order to process this request. Myself nor my spouse submitted any documentation. I requested the documentation/ recording on when I requested a loss mitigation/ forbearance and I have yet to have anyone submit this to me or confirm that a loss mitigation/ forbearance was requested. On XX/XX/XXXX, Suntrust representative contacted me to confirm that the loss mitigation/forbearance was removed from our account but in order to take this out of this status they needed {$1300.00} from us. I felt as if Suntrust was extorting me for more money just to remove the loss mitigation/ forbearance status from my account and apply the funds to our mortgage. The representative on XX/XX/XXXX confirmed this needed to be paid and XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX 's payments would then be made and credited to our account. On XX/XX/XXXX my current statement shows that we owe {$2000.00} and we have {$1700.00} in unapplied funds. I called Suntrust on XX/XX/XXXX and was advised that the over payments we issued of {$78.00} were not applied correctly and someone was going to correct it. I have requested from Suntrust a letter that all payments have been made on time and that we didn't request a forbearance/ loss mitigation as my credit report reflects our mortgage being in a hardship. This letter hasn't been received and that no one can send this to me. I need this letter so my credit report can be updated so we an refinance our home. It appears Suntrust is aware of us refinancing the home and is trying to delay the process so they can continue to collect interest on our existing loan and or make money on our money. I am just requesting assistance so this can be straightened out and this doesn't happen to anyone else. I have spend many hours dealing with this and no one at Suntrust seems to care or want to help assist. I have asked for a manager/ team lead/ supervisor to call me back multiple times and no one calls me back or helps with the situation.