Consumer complaint received 2018-04-09
Company: SUNTRUST BANKS, INC.
State: IL
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
This complaint is about a particular individual at Suntrust mortgage. Our assigned processor is XXXX XXXX XXXX. XXXX XXXX has been extremely difficult to deal with since day one. I have had to get the VA rep, XXXX XXXX, involved in the file multiple times because XXXX does not listen to reasoning nor fully understand the fine details of her job and the VA loan process. We have been working on this short sale since XX/XX/XXXX. 
We found a buyer and submitted all documents to Suntrust on XX/XX/XXXX. XXXX XXXX informed me on XX/XX/XXXX that the NOV came back at {$100000.00}. After further questioning, she finally divulged that the NOV was returned to the VA on XX/XX/XXXX and that it was only an exterior appraisal. Knowing that the VA does not usually accept exterior appraisals, I told her we would be needing a new appraisal. I also asked for the reason for the delay in providing us with the NOV for over 3 months but did not get a response. After contacting XXXX at the VA, we were finally able to get the appraiser to enter the property and conduct a full appraisal. XXXX continued to press me for a full priced offer of {$100000.00} even though she was aware that the VA was working on the file and a new appraisal. During this time, I was able to convince Suntrust to postpone the foreclosure on XX/XX/XXXX. 
On XX/XX/XXXX, Suntrust informed me that they sent the homeowner paperwork and refused to send me a copy via email or fax or even postmail even though I have full authorization on the file. This caused XXXX to get involved again and after she was able to get the documents, she sent them to me. I assisted the homeowner in completing the documents and submitted them back to Suntrust. 
On XX/XX/XXXX, the issue with the appraisal was resolved and the NOV set at {$88000.00}. I was able to get the buyers to come up to {$87000.00} and exceed the net for the VA. A week after I submitted this information ( on XX/XX/XXXX ), XXXX called me to let me know that they would not be able to accept the offer until after XX/XX/XXXX and they will have to redo the appraisal. I explained that they just completed an appraisal and she insisted that the appraisal was expiring on XX/XX/XXXX. Even after explaining to her the length at which a VA appraisal is valid and reminding her that they reappraised due to the exterior only, she refused to comply. 
Once again, XXXX from the VA ( who has been phenominal ) had to get involved. After a few days, she let me know that Suntrust had finally acknowledged the new appraisal and were set to approve the short sale. After not hearing from Suntrust for a week, I called on XXXX to inquire about the approval. XXXX said that Suntrust dis approve the sale and mailed the homeowner documents. I requested a copy and she denied me stating " [ I'll ] have to get that from XXXX . XXXX. '' I explained that every short sale I have worked on in the past 5 years has sent me the approval letter as well and some of those were with Suntrust Mortgage. She refused and stated that she will not send me the documents. 
The VA is again, trying to get the documents from Suntrust so that my office can have a copy since the homeowner is often in the hospital. XXXX XXXX has done nothing but delay the short sale and make this transaction much more difficult than it needs to be.

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 non-monetary relief