Consumer complaint received 2017-12-28
Company: SUNTRUST BANKS, INC.
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My home was seriously damaged by remnants of Hurricane Harvey on XX/XX/XXXX.  SunTrust Mortgage will not release the remaining funds to me, even though all repairs have been paid in full. 

My SunTrust Mortgage number is XXXX. The Tracking claim number assigned by SunTrust is XXXX. 

I have had 15 phone calls with the SunTrust claims department in order to secure the release of my funds. The dates and names are available on request. 

SunTrust has been holding my final insurance check of {$5200.00} since XX/XX/XXXX. The final repairs were completed on XX/XX/XXXX and paid in full. 

SunTrust claims that they can not release the funds without an inspection. Although no such inspection was required to have funds released with the first {$18000.00} of repairs, they insist it is a requirement as a government sponsored enterprise. 

I have asked repeatedly to speak to someone who could tell me what government agency, law or regulation imposed the requirement. No one could give me that information, and I was actually told that speaking to someone higher up would not help, I would get the same answer. ( XXXX on XX/XX/XXXX ). 

Nonetheless, I went ahead to follow their procedures. 

I submitted a request for an inspection on XX/XX/XXXX. 

I checked on the status of the inspection on XX/XX/XXXX ( XXXX XXXX ), and again on XX/XX/XXXX (  XXXX ). Both assured me that the inspection would be scheduled within their time frame, 2 days to process, 3 to schedule, 2 days to get results back. 

I checked the website on XX/XX/XXXX since the inspection had not occurred. It said the inspection was cancelled on XX/XX/XXXX. 

I called on XX/XX/XXXX ( XXXX ) and was told that the notes claimed that voice mails had been left with me on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. So, the vendor cancelled the inspection. 

This is simply not true. I had no voice mails, and in fact I was calling in during the same time to see where we were. I believe the vendor missed the timeline and falsified the report. 

XXXX on XX/XX/XXXX referred the mater to Inspection Team Management, and I asked to be called back. I was not. 

I called back on XX/XX/XXXX and spoke with XXXX. He verified that a rush inspection request was requested, and assured me he would follow up with the case the next day. 

I called back on XX/XX/XXXX only to find the inspection was again cancelled on XX/XX/XXXX because an updated inspection report was required. 

I was referred to a Resolution Specialist ( XXXX ) who looked at the file and confirmed that an updated inspection was required. He assured me that he would see to it that the inspection was conducted right away. 

I asked to be called back today, and I was not. Of course, XXXX did tell me that he was off on Friday, and they were closed Monday, but he would call me Tuesday. 

So SunTrust Mortgage will not release the funds owed me, funds they have held since XX/XX/XXXX. My mortgage is due on XX/XX/XXXX. 

I urgently need the insurance funds they are withholding from me.

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