Consumer complaint received 2015-05-11
Company: SUNTRUST BANKS, INC.
State: MD
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
When I first started this process my rent was XXXX, which it was becoming invariable to us at that moment, I was on time on my payments at that time. I had never missed a payment ; one day I received a letter from Suntrust Mortgage inviting us to apply for a home loan modification. Since we really need the help and before we could n't afford our rent any longer we applied for a loan modification in 2009 due to loss of income. I was put on a trail payment for {$1100.00}, that amount we were able to pay it, we were supposed to be on the trail payment for 3 months. 

After 5 months still on the trail payment, I called Suntrust Mortgage since I did n't hear from them and I was worry. I was told by a representative that they were not able to locate my paperwork, they told me I needed to send everything all over again. I sent a new set of the paperwork the very same week, from then on I kept sending them paperwork and they kept losing it. Every time I called I would talk to a different person that would asked for the same paper work that I sent them the week before. The played that game for about 22 months, I kept calling every week and every time I was told they did n't have the documents ; every time I requested that I wanted to speak to a manager regarding the issue and every time representative REFUSED to transfer me to a supervisor/team lead. 

Finally they sent me a final modification paper that only have the " now on your rent will be, {$1900.00} ''. They wanted us to sign the paper work ; however the paperwork did n't have on what was the interest of the loan the amount of the loan or how many years. I called them and informed them that I need it to see the break down, they REFUSED. Since I was on that trial payment for such a long time, and after I called all this time they told me I did n't qualified for the modification, therefore all the interest and the principal I did n't pay for 22 months they added to my balance and the gave a 40 years loan and I had the same interest 5.8 %. I went from a {$260000.00} loan to a {$320.00} loan. Our credit was ruined in the process, we had a credit score of XXXX, now our credit its XXXX since we were force to file for bankruptcy. We can not even apply with another bank. 


Finally now the put me on a trial payment for 3 months, I just finished it and called them, immediately they sent me the final modification for me to sign with the breakdown. My loan went from XXXX to XXXX. The interest rate still the same XXXX and my payments are XXXX. 
For the last 4 years. They are not including the money I paid them the time I was on the trail payment for 22 months. We have gone thru XXXX, calling them every week to follow up and whenever they needed updated documents we got it to them right away. IF we had known that this process will take these months and then they would just deny the modification, we would have just refinanced our home. I believe that SunTrust does n't care about their borrowers and want to mislead them just to collect interest because they make more money by collecting interest only rather than helping and lowering homeowner 's payment. 
They lied to me and had me sending them documents for a modification over and over again because they said they kept losing them. Now, four years later, they tell me you have to pay all this money or you are going to lose your house. There have a deceptive business practices, fraud, misleading consumer, lying. 
It took weeks of calling all the numbers possible to get anyone to return my call. I called XXXX levels of SunTrust associates. The original contact never returned calls. Her boss did not return calls. I had to go to the local SunTrust branch to get them to call and ask the mortgage department to call me. The SunTrust branch associates were also unable to get return calls for days. 

. 
Frustrated is an understatement of where I am right now. If I

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation