Consumer complaint received 2018-07-23
Company: SUNTRUST BANKS, INC.
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Refund anticipation check
Issue: Problem with customer service

Complaint:
I incurred a property insurance loss at my home, which caused water and mold to form in the crawlspace, as well as damage to the floors and substructure. On XX/XX/2018, I mailed my insurance claim check to SunTrust Mortgage and was informed on XX/XX/2018 that it was received. I was given an online account at XXXX XXXX XXXX whereby I was able to view the claim status and upload as well as verify any documentation necessary to process the claim and receive the funds in order to pay my contractor for the repairs. 
On XX/XX/2018 ; however, after attempting to login to my account I was notified that " my claim would require special handling '' and my online account access was revoked. The only option I was given was a phone number to call. 
From this point forward, communication has been an absolute nightmare. For over a month I stayed on the phone constantly, providing all documentation via fax since that was now my only option. Each time I called, I had to explain the entire situation again and again to the representative. No one would explain why the portal access was revoked. The only reason I was given was that the claim involved mold. Rather than provide MORE clarity and improve the experience, I was relegated to phone calls and fax transmissions with no way to verify the information. 
Over the entire month of XXXX and into XXXX, on XX/XX/XXXX in fact, I provided the documentation SunTrust asrequested, including but not limited to my contractor 's bid, release of lien, contractors state license as well as every other document SunTrust Mortgage required. On XX/XX/XXXX I submitted the " final document '' I was told up to that point in time would be necessary to release the insurance claim from the escrow account so that I could finally pay my contractor. After calling to confirm receipt - again - the ONLY way I had to communicate, I was told that a 'final inspection '' was necessary before my insurance claim proceeds could be disbursed. I was given no other information ; no time frame, no idea when the inspector would call, or whom it had been assigned. 
By this time the work had been completed for weeks and I could give no detail to my contractor other than what I was being told by SunTrust. I even went to the main branch office and explained the situation to the local banker in an attempt to resolve what can only be described as an incredibly confusing, misleading and deliberate attempt to delay and create chaos. I was informed that unfortunately, only the Loss Draft department in XXXX could access my claim and again, no one could help me or provide an explanation. I was stuck in limbo with no one to help. I felt intentionally mislead throughout this entire claim process and the fact that I had been both a SunTrust customer and mortgage client for over 15 years meant absolutely nothing to the various representatives. 
On, XX/XX/XXXX, nine days after I was informed of the inspection, I called again to request an update and get information on the status. I was informed that it had been ordered on XX/XX/XXXX and would normally take three business days to complete. No one called me to schedule the inspection. I asked to speak to a supervisor and was placed on hold and then hung up on. I have been hung up on at least four separate times and although each time I call I have to verify that my phone number has not changed and that " any time '' is the best time to call, NO ONE has called to provide me with any help or information. 
On XX/XX/XXXX after threatening to file a formal complaint with every regulatory agency I could contact, I finally was put in touch with a supervisor, who identified herself as XXXX. She assured me that my claim would be escalated and someone would contact me to resolve it. This is nothing more than a repeated pattern of deception and lies. 
The breakdown can be attributed to SunTrusts utter failure to address the claim process in a genuine, well-defined manner. Instead, SunTrust Mortgage chooses to : call from a restricted number so that communication is practically impossible, refuses to provide anything directly in writing to ensure that an excuse can be given when nothing progresses refuses to provide the inspectors contact information which would easily solve this conundrum allowing me to contact the vendor directly Makes additional unsubstantiated and unverified claims that an inspector has called me and left multiple messages. No one has called me to schedule an inspection and no one has left a voicemail on my phone attempting to schedule an inspection. 
Today is XX/XX/2018 at XXXX XXXX and again another week has passed and there is no one who has attempted to rectify this simple situation. 
I have been left no option other than to file this formal complaint in hopes that not only is this rectified but that other SunTrust Mortgage customers do not have a similar experience. It is truly the most frustrating and exasperating situation I have ever dealt with. I hope NO ONE has to experience what I have gone through. 

XXXX XXXX

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