Consumer complaint received 2016-03-28
Company: SUNTRUST BANKS, INC.
State: GA
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
The payment amount on our mortgage doubled to {$3300.00} per month on XX/XX/XXXX. We kept up the payments through XX/XX/XXXX. In the meantime, we had listed the house for sale and we entered into a Binding Agreement with the buyer for the house on XX/XX/XXXX. The house closing was scheduled for XX/XX/XXXX. We moved out of the home on XX/XX/XXXX. The buyers extended the closing twice, then were in breach as of XXXX. They assured us they would close, but then terminated the contract with no reason on XX/XX/XXXX. We got the house back on the market as quickly as we were able. After several attempts, I was finally able to get through to a rep, XXXX XXXX XXXX, at the SunTrust Loss Mitigation department on XXXX XXXX. He advised me he was my regular rep. On that phone call, I was informed that they had scheduled a foreclosure sale date of XXXX XXXX. I told him we had received a letter stating the next increase in payment, but had NOT received any written documentation or any phone calls informing us of the foreclosure. I was advised I could avoid or delay the foreclosure date by completing documents for a loan modification. I was told the paperwork had to be submitted two weeks in advance of the sale date. As both my husband and I are self-employed, we had to get our financials completed by our respective accountants. In the peak of tax season, this took time. However, I did get the documents submitted on Monday, XXXX XXXX, along with a hardship letter. I received confirmation of their receipt on that same day, by someone other than my rep. I was told my rep was unavailable, which forced me to have to speak with XXXX-XXXX different reps each time I called to follow up. This caused much confusion and misinformation about the loan modification process, the paperwork 's accuracy, confusing terminology, and learning of information was not provided in a timely manner. One of the reps, XXXX XXXX XXXX, displayed a cold, robotic manner, offering no help or empathy, which inflamed the situation even further. I left messages for the department 's supervisor, XXXX XXXX XXXX, but received no return phone call. On Friday, XXXX XXXX, I called again and reach XXXX XXXX XXXX. He said he had no update on the status of the modification process, after I was first informed we should have had a response within 24-48 hours of the receipt of the paperwork. He advised me he would look into it and call me back. I did not receive a call back from him that day or on Saturday, XXXX XXXX -- as he advised he would be working that day. I called again this morning, Monday, XXXX XXXX at XXXX, and was connected with XXXX XXXX XXXX . Again, the conversation with her was filled with much confusion and aggravation. Yet again, her cold, robotic manner, and short, clipped responses along with her defensiveness, inflamed the conversation in this highly stressful and emotional situation. Through her confusing terminology, my understanding at this point, is they have rejected our loan modification request and will proceed with the foreclosure sale date of XXXX XXXX. Following that phone call, I sent an urgent email to XXXX XXXX XXXX, President & CEO of SunTrust Mortgage, complaining of my experience with the Loss Mitigation department, and seeking her intervention. I 've also left her and her assistant voice mail messages, and have not received any replies. Time is of the essence. We must stop this foreclosure.

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 non-monetary relief