Consumer complaint received 2015-07-31
Company: SUNTRUST BANKS, INC.
State: GA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I have been preyed upon by Suntrust and I only have 28 days left in the 60 day grace period and I need help. 
I was only one month behind on my mortgage and received the package from SunTrust stating that there maybe help available me to help me pay my mortgage. I filled out the paperwork and returned it to Suntrust. I then began a yearlong journey with suntrust jumping through hoops to apply, all the while paying two regular mortgage payments to Suntrust every two months. 
In XXXX of 2015 I was finally approved to apply for loan modification and I was advised by XXXX XXXX, my single point of contact at Suntrust Mortgage, not to make my regular mortgage payments or any payments at all until they advised me otherwise. I received paperwork and was advised by XXXX XXXX, to make four trial payments due in XXXX, XXXX, XXXX and XXXX and that the modification would become final. I made the payments and then In XXXX, I called XXXX at Suntrust to ask what to do next. he said to continue making trial payments and he said that they would send me more paperwork to finalize the loan modification. I received the paperwork & sent it back. I sent in my FINAL signed, notarized, witnessed loan modification paperwork back to Suntrust on XXXX/XXXX/15 via overnight mail. I spoke with XXXX at Suntrust the next day after I mailed the signed final documents and he verified that they received the signed documents. Eight days later, my mortgage was sold to XXXX Mortgage Servicing Corporation. XXXX will not accept my XXXX payment, the " extra '' trial payment that I paid to Suntrust in XXXX was " missing '' and was just found & sent to XXXX two days ago. I contacted XXXX on XXXX XXXX and they said that they had not yet received anything from Suntrust regarding the loan modification so they asked me to send them copies of all of the modification paperwork to them to speed up the process. I have emailed it to them three times, with an auto response, and they still have done nothing. As of yesterday, XXXX still has not received the final mod docs from Suntrust so they say now they ca n't move forward with the loan mod till they are received. I called the Making Homes Affordable helpline and they basically keep you on the phone and make you jump through hoops for hours just to make conference calls to XXXX and be given the runaround too. I asked for help to reduce my mortgage payment and they have turned that into helping me get further behind than I would have ever gotten without their " help ''! Now here we are 31 days later and my loan has been sold and my modification is not complete. Why has n't Suntrust signed & executed the documents? I have tons of paperwork and emails and even recorded conversations with Suntrust and XXXX showing my efforts and their lack thereof to get my loan modification completed so that I can make my payments! Suntrust is intentionally withholding my final loan modification documents from XXXX. Suntrust had already gone so far as to change my interest rate to the modified rate prior to the transfer to XXXX, however XXXX is reflecting the original interest rate, but the final executed loan mod docs that allowed for the changed rate are now unable to be located?!?! By law, XXXX is supposed to honor the agreement made by Suntrust but Suntrust is not forwarding the information!!!!

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief