Consumer complaint received 2018-12-06
Company: SUNTRUST BANKS, INC.
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Beginning in XX/XX/XXXX, XXXX XXXX transferred my mortgage, without my knowledge or consent ( which I understand is perfectly legal ), to SunTrust. SunTrust sent me documentation saying I had a 60-day " grace  period '' to make my XX/XX/XXXX payment. I will not get too granular here, but because I was heading out of the country on a rather expensive vacation, I thought it might work out financially to pay my mortgage late. I twice called and was twice told that would be fine. ( SunTrust will tell you this didn't happen, but they are lying. They made no effort to find these two calls -- because I was not in their system as a customer yet -- and they are relying on the contents of one call from XX/XX/XXXX, I think, which is not germane to this discussion at all. ) To my surprise, I start getting VERY HARASSING phone calls at my office, rather than my cell phone. The people calling are treating me like a criminal, despite my almost perfect credit score. This might not be a problem for some, but I work at the global headquarters for XXXX, so they happen to be calling the busiest XXXX in the world. On one day, I received four calls. Now, once I figured out that I had been misinformed by SunTrust 's representatives, I immediately moved to rectify it. I paid them everything owed, even though it put me in quite a bind on my vacation. Still, they continued to call. On every single occasion, I have told them it is totally inappropriate to call my work number and have instructed them to call my cell phone. They have never once called my cell phone. They choose, deliberately, to continue to harass me at work. Make no mistake. This is malicious. I have filed complaints with their executive escalation department, or whatever they call it, and have been met with utter insolence. In fact, they " investigated '' my complaint and decided that none of their reps told me I could pay my mortgage late. This is untrue, and in their letter to me, they indicate they did not seek the phone calls I referenced in the original complaint. So, they're lazy, too. They don't care about customers. When I called to say they hasn't done their due diligence in their investigation, because they hadn't located the first two phone calls, they told me that they probably wouldn't change their mind -- without having listened to them! They also don't explain what they mean when they say " grace period. '' I would do anything to give my mortgage to another bank, any bank but them, but I can't without thousands of dollars in refinancing costs. I'm stuck, against my will, doing business with a company that does not deserve my money. Now, fast forward to this month : Because SunTrust put me in such a nasty bind on my vacation, I decided that I would pay my mortgage on the XXXX rather than XX/XX/XXXX. This is within THEIR OWN RULES. They give mortgage customers until the XXXX to make their payments, so since they put me in such a ridiculous financial bind last month, I decided to take advantage of this. My XXXX credit score ( as of today ) should be proof enough to anyone that I am no delinquent. But not SunTrust. They repeatedly harass me like a common criminal, despite that not only was I never once late with a XXXX payment, but I often made 13 or 14 payments a year rather than 12. So, today, I get another absolute harassment of a call at the work  number I've told them not to call on at least a half dozen occasions. Not only does the rep harass me, but he begins the conversation by smarting off to me because he was not on the line when I answered and I had to introduce myself multiple times. When I explain his call is inappropriate and he shouldn't be calling XXXX 's main XXXX -- especially since I owe them nothing until the XXXX -- he refuses to apologize or get off the phone until I speak to him very strongly. Please end this. XXXX is the worst company I've ever dealt with. Please ask them to stop harassing me. Thank you for your time.

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