Consumer complaint received 2019-09-24
Company: SUNTRUST BANKS, INC.
State: OR
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
Regarding loans through suntrust mortgage First mortgage # XXXX Second mortgage # XXXX I desperately need assistance with my previous modification for my loan that was with suntrust mortgage. My second lein was sent to XXXX XXXX a PMI insurance company during my modification process. I was told it was in a waiting pool until my first modification was done then they work on second modification. I wasnt aware it was sent off until I received a letter demanding XXXX from XXXX XXXX. Suntrust told me it was payed off so I assumed it was from the modification as there was many programs forgiving loans, extinguishing liens, settling ect. Suntrust told me I had to be approved for a first HAMP modification then once it was done I had a waiting period of 3 months before it was permanent as long as all payments were made which they were and have been ever since. Suntrust said at that time they will do the second lien modification which is required by XXXX XXXX. During this time I was confused how my mortgage was sent to a PMI insurance as I received a 80/20 loan to avoid PMI and never was aware it was on my loan. Once my first loan was completed shortly after that I received letters about my credit reports being updated for errors on suntrusts part and my loans were updated and didnt show default. My current credit report doesnt show either suntrust account at all. Suntrust then sent my first mortgage to XXXX mortgage. XXXX reaches out to me to inform me suntrust made errors in my modification and didnt add over 3000 of escrow to my modification which should have been done by all guidelines and also was told by suntrust everything will be on one loan because I had all interest loans no taxes or insurance. XXXX was very concerned as they do modification based on numbers and what the l barrow can afford during hardship. With such a high amount of escrow that was not included would put my monthly payments about {$250.00} more a month which I would not be able to pay due to my hardship. XXXX worked really hard to fix the error and was able to get the amount spread over time but my payment still increased. When my first mortgage was sent to XXXX it was shortly after my modification so at that time it said both loans payed in full. So I assumed they were taken care of because of the modification. During that time XXXX XXXX sent out a demand letter for the amount of the second mortgage. I called suntrust as there was so many scams at this time and they stated it was wrote off. I called XXXX XXXX to let them know I think this is a mistake. They said no it was sent as soon as I defaulted which was a error on there part as they had reported wrong information to credit bureaus. But my loan was gone before I even got this letter. I think I was completely treated unfairly I have been working on this over 45 days with no resolutions. Sun trust couldnt even find any of my loans for weeks. This started as a refinance to remove my significant other off my mortgage as I am leaving and abusive relationship. Both first one second lein was still on my title. But since then review rules, regulations from XXXX XXXX, consumer reports, Hope for home own consolers, HUD gov pages regarding modification and also documents I have saved. I came to realized my modification was not done correctly from sending a insurance claim that was not accurate and not evaluating my second mortgage as they stated they would. This is now causing me extreme stress, and issues. I have to pay XXXX a day for a lock to be extended and I dont even have the income to do so. XXXX XXXX was gon na settle and backed out the day of signing. I could only settle with them as I am giving them all thats left to give in the loan refinance which also changes my payment and Interest rate by adding that debt. I had to include some of my debt to even be approved for my refinance because of my DTI. I only had enough left for partial payment but was willing to include it. I figured they would settle considering they sent a settlement while back for XXXX. We were completely unaware of any of this until it went to title. Neither suntrust loans are on any credit reports at all not even stating closed. At this time I am now in a even bigger hardship as I am trying to get out of a bad situation. This is completely unfair this should of been taken care of years ago and I should of received my fair modification process. Now as a victim of abuse the hardest part is leaving. I finally made this biggest decision that I finally had enough. My biggest worry was being finically stable to try to move forward. So you can only imagine the pain as if my world was falling apart as getting news that my loan could not be processed until this was resolved. There is many mistakes that were made and I feel they dropped the ball. Someone needs to be accountable for all this as none of this was my fault as I only did what was told by suntrust. I am in desperate need for a fair resolution so I can close my loan and try to heal and move forward with my life. Please reach out for any more questions you may have regarding this. I know its completely confusing. Everyone I have reached out to agrees there is mistakes made and that they havent seen a case like this. 


Thank you, 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