Consumer complaint received 2020-01-14
Company: SUNTRUST BANKS, INC.
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
My issues is that they owe me {$2100.00} for leading me on for 5 months when they had no intention of approving loan. They should have been transparent and communicated things XX/XX/XXXX XXXX XXXX contacted me after I submit loans and transfers me to XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX [ NMLSR # XXXX ] because I am requesting a down payment assistance loan and she advice that he was licensed/experienced for this. Later I learn none of them are which is why they had no intentions of completing this loan. 

On XX/XX/XXXX at XXXX XXXX XXXX sent an email stating that based on the XXXX loan amount approval is contingent that I pay off 3 accounts and he listed the 3 accounts. I understood this considering the price of the house I was looking at the amount of XXXX at the time and understood this is being asked due to the debt to income ratio. 
I did tell him that one account was impossible because it was XXXX and he agreed to remove that. 

Then on XX/XX/XXXX I emailed XXXX indicate that I found a XXXX house which is XXXX less than the original loan approval and I stated as follows : Hi XXXX, I have been looking alooooot and I pretty much have to do a Condo for my situation. What about this condo at {$93000.00}? What accounts do I need to pay off to make this one happen. 

On XX/XX/XXXX at XXXX XXXX  I get a reply as follows Good Morning XXXX Thanks for the update. That sales price will not be a problem for you. Ive sent an updated pre-approval letter to your secure portal. If we are going to buy a condo, once you secure a contract, you will have to pay for both the appraisal fee of {$450.00} and a Condo  review fee of {$350.00}. 

On XX/XX/XXXX Condo was selected final and offer was accepted in the amount of {$84000.00} and close date selected for XX/XX/XXXX. This is {$41000.00} less than a $ XXXX loan. My realtor sent XXXX all info and not once did he tell me any requirements but I kept getting the disclosure email which never indicated requirements with the XXXX loan. 

However, XXXX XXXX stated on XX/XX/XXXX that the amount of time is 45day due to claimed due to this being a Down Payment Assistance via XXXX. Then later on XX/XX/XXXX at XXXX XXXX he stated DPA programs takes 45-60 days. This is not true as I took the HUD class on XX/XX/XXXX and XXXX XXXX who led the HUD class and is the Founder, and CEO at XXXX XXXX XXXX stated that it only takes a couple of days for them to review information to approved of the Down payment assistance funds to be dispersed. So he started off lying to me and I thought maybe he was getting the names mixed up and he mentioned FHA but I find out later they lie and do not know what they are talking about and making up stuff to ensure loan fails. 

No one says a anything about me paying off anything, they are processing loan as though all is approved. As well, based on XXXX XXXX half-hazardless response and not being clear I was under the impression nothing needs to be paid off since the house I am getting is XXXX less than the original XXXX. 

Despite the lies, we moved closing date XX/XX/XXXX. 

On XX/XX/XXXX Suntrust /Truist deducts {$920.00} from my account for {$500.00} Appraisal, {$380.00} Condo Document Fee and {$38.00} Credit Report Fee. 

After that I proceed with providing all loan info requested and fill out the documents online that were called disclosures and etc. 

Then on XX/XX/XXXX I was introduced to the XXXX XXXX [ Direct Dial : XXXX or ext. XXXX I Fax : XXXX I Mail Code XXXX I XXXX XXXX XXXX XXXX, XXXX XXXX, VA XXXX ] who is the Loans Processor for my Loan No. XXXX and I talked to him once on the phone. Basically, all he did was ask for everything under the sun in regards to me at first and it was just a lot of frivolous nonsense but I gave info to move the process along. 

Keep in mind, not once did this processor say anything about me paying off anything but then XXXX calls me on XX/XX/XXXX ( 5 days before closing ) to tell me that I have to pay off 2 loans. I was  upset and told him he did not once state any of this before anything was paid or even during processing and he got smart with me and stated. with the XXXX it was always assumed you would pay the indicated accounts off and you should have known that. If that is so, then why didnt you remind me that when my realtor sent you the accepted offer letter for a XXXX condo or way before when I asked you the questions specifically? Once again, a ploy to ensure loan fails. 

Nevertheless, we pushed closing again to XX/XX/XXXX for which I knew with the lack of communication and the way everyone was out of the office that this date would never happen. Finally, I had my realtor push the date to XX/XX/XXXX The 2 loans were paid off by XX/XX/XXXX and one was paid by my sister, for which she provided statements for. Then like the next week some lady from Suntrust /Truist calls up and has me doing a 3 way call with the 2 accounts and asking dumber questions like has she ever been lateI rolled my eyes because if you late, you are reported and I pointed out to her that it is automatically deducted from my bank account so there is no way you can be late. 

Then they took me through making me get a letter from my company to confirm I work remotely at home when I emailed a offer letter showing that info and later I found out that the COO verified this info with them by phone so they were triple doing all this as if I was lying. How does a person lie about working at home and they can see a pay check drop into their account? Like these people have no logic if it hit them in the face. 

Then after all that, I am requested more documents and then they started having issues about my sister being able to pay off a large amount and she showed them with a bank statement that clearly indicated that. Actually, the info was sent to them back on XXXX with statements and my sister explained. Then they disappear and then on XX/XX/XXXX I get another needs letter where they were asking more questions concerning things on my account and then they bring up my sisters account. I sent them info 4 times, XX/XX/XXXX and XX/XX/XXXX and XX/XX/XXXX and XX/XX/XXXX. 

They even went as far as asking about funds in my sisters account that had nothing to do with the amount in questions for which this is clearly shows they had no intention of approving this loan if you are going off subject which is out of line and they were crossing the privacy line of someone else account who is not even on the loan. They asked for stupid things that was decades ago, such a divorce decree, an account that is no longer in anyones system. 

They were mean to my realtor and blamed her and ignore her 99.9 % of the time so she had no clear picture of how to move forward since the communication lacked. 

These things continued until XX/XX/XXXX and actually, they had not even sent my file to FHA or whoever until XX/XX/XXXX ( which means they sat on all my info/files for almost 2 months which is beyond wrong so they oh me my {$2100.00} due to that with their fees and the due diligence and home inspection I could have avoided if they were transparent with me ). When I had a final convo with XXXX XXXX once again explaining my sisters statement which reflects clearly where she obtained money but they were stuck on money that had nothing to do with the amount in questions. This is clear that they waste my time, my realtor, the owners realtor and the owners time while they lead me on, deceived me, lied, ignored until this loan had to be canceled which is what they wanted to do. This is very bad business practice as a condo or house is a big purchase so these so-called financial people at Suntrust /Truist was NOT transparent and practiced the following bad habits to ensure closing does not happened. ( please not, I am not the only one they have done this too, look at the many others out there at XXXX XXXX XXXX  : Customer or realtor calls, no one ever calls back. They expect you to email them and they may or may not answer ever.

Communication all around is actually none. You have to be the one to bring up things and do not expect them to tell you the process or expectations because they do not know this info themselves. 
Never want to take responsibility when they make mistakes. 
They are not organized and mix up your info and or do not read you emails. 
Each person involved is always out of office every week as if they have 182 days worth of vacation to be out of office that much. 
They continue to send questions once a week, on a Friday to make sure they can delay your closing more. 
Ask out of line questions, and when you ask them why they are asking, answer is never valid. 
Request out of line information from gifters bank statements that has nothing to do with amount in question. 
They blame things on FHA and/or DPA ( if you have this type of loan ) when its really suntrust/truist. 
They do not care about customers, only the money they take and go about their day leaving you hanging with no communication. 
They are not honest and transparent ; they will hide things until you force them to provide it, for which, by that point the loan is denied which is what they want.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation