Consumer complaint received 2019-01-04
Company: SUNTRUST BANKS, INC.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XX/XX/2018 - I went to a local Suntrust branch to inquire about a XX/XX/2018 request from Suntrust Consumer Home Loan Specialist, XXXX XXXX XXXX Ext XXXX. The request stated that Suntrust was requesting a seperate signed page 2 of a Uniform Borrower Assistance Form packet. ( For Background : My husband and I were in the middle of a divorce, and he alone requested the mortgage modifications. I was opposed to them. ) I had been in contact with Suntrust multiple times over an approximate 9month period, continually notifying them that I was not in agreement with the modifications that my husband, who is a previous Suntrust EVP, was requesting. Since the UBAF did not have a place for a signature on Page 2, and since the UBAF packet is a 5 Page composite whole document, that  requires legal affirmations for the entire document to be sworn to, on page 5 of the document, I became suspicious about the odd request, especially with my husband having many friends and colleagues still employed there. The local branch representative filled out a complaint form for me concerning both my mortgage and HELOC loans. At XXXX on XX/XX/XXXX, I received a call from XXXX XXXX, Suntrust Manager with the Home Mortgage Retention group. I explained to her that I had been speaking with and e-mailing XXXX XXXX over the past several months, notifying her that my home had not been damaged by Hurricane Irma, that my husband used the Hurricane as a way to intentionally default on the mortgage as a means to securing more favorable loan terms without it impacting his XXXX since he is a XXXX XXXX  ( XXXX XXXX    XXXX ), and I was opposed to modifying the Mortgage which would add over 21k in a balloon payment to the end of the loan. I submitted a previous complaint ( XXXX ) concerning this issue, however that complaint was directed towards the HELOC loan associated with the mortgage. This complaint is regarding the Mortgage which Suntrust modified in spite of the fraudulently modified signature page and in addition to my ongoing objections. My husband 's document tampering can be clearly seen on the Suntrust Corrections agreement as well as the notarized signature page that I have attached. I have also attached proof showing that I had faxed Suntrust the original pages, long before they received and processed the fraudulently tampered documents. In spite of the fact that Suntrust had the original documents along with my objections, they continued processing the modification with the tampered documents which were very obviously altered, and even initialed by my now ex-husband. Suntrust also failed to report the illegal mortgage document tampering to authorities, leaving him to continue working in the financial industry without consequence, which places hundreds of unsuspecting clients at risk. It is disturbing that Suntrust not only refused to reverse this modification, they also have made every effort to protect their former EVP from being held responsible for knowingly engaging in financial fraud.

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