Consumer complaint received 2017-02-08
Company: SUNTRUST BANKS, INC.
State: WI
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
My husband and I were having problems paying our mortgage. We called our servicer, Suntrust, to request foreclosure options ; we were seeking a " short-sale '' or a " deed in lieu ''. We were told that they could not assist us with either until we were in default, we would have to miss payments in order to be considered. 
When we met the requirements of default, we were asked to submit our financial information. We had to fax and mail it several times, and each time we were told Suntrust was missing parts of the information, that we would have to fax again. This went on for three months, always having to refax info, then updated info, and we would never get a call saying that Suntrust received it, or did n't receive it. We would have to call and start the process all over again. 
I have been in the XXXX for about 30 years. I was worried about exactly where my information was going and why exactly Suntrust is saying they have not received the information. I mailed information, and faxed information, all times Suntrust received the information, but somehow it was missing. I was assured by Suntrust representatives that the information was secure, would only be used by Suntrust, and not given to any other party or third party affiliate. This is not true. Since faxing our private information to the bank, we have had repeated attempts and identity theft activity On XXXX XXXX and XXXX, somebody tried to use our XXXX of our existing credit cards, XXXX a XXXX Hotel, and the other at a XXXX store. We were alerted by the bank that issued our card, otherwise the criminal would have been able to use the card. Then on XXXX XXXX, we received the attached letter regarding a failed attempt to open a XXXX XXXX Card in my husband 's name. ( Attached 1 ). When I spoke to the XXXX Bank, I was told by the fraud division, that the only information the thief did n't have was my husband 's DOB. They had our name, address, and social security number. The only information missing from the Suntrust Package was our DOB 's. We have never had any ID theft attempts before, and are extremely careful with our information. Again, I have been in the XXXX for about 30 years. I know how to protect my financial information. Since we submitted our information to Suntrust, we have had continual criminal and Identity Theft problems. 
We received a letter from Suntrust with our information at the top, our name, our property, our account number, but at the bottom was another person 's name, requesting missing documentation from XXXX and XXXX. Further reinforcing our belief that Suntrust has failed to secure our information, and the source of the identity theft activity, we have no idea how many entities, other customers, or employees have our information. 
I am in the process of filing a FTC Identity Theft Report and putting a Freeze on our credit. I have no idea who Suntrust shared, " accidently '' or otherwise, or who was allowed to steal our information. 
Servicing issues have also been a continual issue. Suntrust sends us a letter stating they are working on our package, but days before that we were told our servicer is now XXXX. 
Suntrust sent us a letter telling they " cease '' collections while our packet was being reviewed, and no late charges would be assessed, on XXXX XXXX, 2016. XXXX Attached 3 ) We received this letter after we received a letter from Suntrust ( Attached 4 ) stating XXXX is the new servicer on XXXX XXXX, 2016. We also received a statement in which late charges were assessed ; inspection fees and home preservation fees were assessed by XXXX. Stickers on our door stating the property is vacant, that the home is in foreclosure, and then XXXX sent in a company to change the locks and winterize the home. All of this during the time Suntrust is supp

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