Consumer complaint received 2017-06-20
Company: SUNTRUST BANKS, INC.
State: TN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On Thursday,XX/XX/XXXX, and 7 days before the payment was due, paid a mortgage payment with a cashiers check at SunTrust Bank ( XXXX XXXX XXXX XXXX, XXXX, TN XXXX ). On Friday, XX/XX/XXXX, received a statement from SunTrust Mortgage indicating a past due amount, as well as the amount due onXX/XX/XXXX.  Upon calling the XXXX number, was told the cashiers check was returned and that SunTrust Mortgage had assessed a late fee. Representative indicated the SunTrust Bank branch needed to be contacted to discuss the reason for the payment being rejected. At this point of the day, the SunTrust Bank branch was closed. On Monday, XX/XX/XXXX, walked into the SunTrust Bank branch at approximately XXXX XXXX to discuss the issue. Was told by an individual at the SunTrust Bank branch that the issue would be researched and that I would receive a call at some point during the day. At approximately XXXX XXXX onXX/XX/XXXX, received a call from the individual at the SunTrust branch indicating the teller had incorrectly processed the cashiers check, thus the reason it was rejected. Representative indicated the cashiers check was unable to be located and that a stop payment needed to be done with the issuing bank. Representative also indicated another cashiers check would need to be issued for the mortgage payment. At approximately XXXX XXXX. onXX/XX/XXXX, contacted the bank that issued the cashiers check and inquired about the stop payment process. The Bank indicated the cashiers check would need to be outstanding for 90 days before a stop payment could be issued. At approximately XXXXXXXX XXXX. onXX/XX/XXXX, contacted the SunTrust Bank branch and informed the individual of the process. Representative indicated the SunTrust Bank branch would try to locate the cashiers check and contact me. As of XXXX XXXX. on Tuesday, XX/XX/XXXX, the SunTrust Bank branch has not contacted me. On Monday evening at approximately XXXX XXXX., XX/XX/XXXX and  approximately 26 days after the initial payment was made, received a letter from SunTrust Mortgage indicating the payment had been returned. Contacted SunTrust Mortgage at that time and spoke with a supervisor. Supervisor indicated the check had probable been destroyed and that a stop payment would need to be issued. Explained to the supervisor that the issuing bank would not do a stop payment until after 90 days. Supervisor indicated that a scheduled conference call would take place on Tuesday, XX/XX/XXXX aXXXX XXXX XXXX. Eastern with the SunTrust Bank branch. As of XXXX XXXX. on Tuesday, XX/XX/XXXX, the supervisor has yet to contact me regarding the conference call. Why did it take SunTrust Bank to contact me approximately 26 days after the transaction? Where is my cashiers check? Has it been destroyed? Is it in the SunTrust Bank branch? Is it in the parking lot of the local gas station? Where is this check? How is the issue going to be resolved if the cashiers check is unable to be located? Is this SunTrust Bank branch going to make my payment? At this point, I am 10 days away from this adversely affecting my credit score. This is not the first time this SunTrust Bank branch has incorrectly applied my mortgage payment. This needs to be addressed as SunTrust Bank is holding my money hostage.

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