Consumer complaint received 2017-09-08
Company: SUNTRUST BANKS, INC.
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Customer service at suntrust sucks!!! They are scammers and liars who have absolutely no business being responsible for other peoples money!!! I have several questions that Ive been trying to get answers to for YEARS and suntrust has blatantly and repeatedly ignored my questions. COMPLETELY UNACCEPTABLE!!! I ask the questions because I deserve to know whats going on with my mortgage account and I expect customer service! 
1. Why did a supervisor NEVER call me back last XXXX when I was told one would in 72 hours? 
2. Why is my statement ALWAYS wrong after I pay the escrow shortage?
3. Why was I told last summer that the problem had been fixed and I would receive a CORRECT statement after I paid the escrow shortage? Why was I lied to AGAIN??
4. What is going to be done in the future to prevent this from happening again? 
5. Why is my escrow short every year?? This is not a problem I 've had with other mortgage companies.
6. Why was I blocked from posting on XXXX even though I did NOT use any profanity as suntrust claims?? I simply told the TRUTH about being LIED to. 
7. Why does customer service at suntrust XXXX?? I should not have to file complaints with XXXX different agencies to get customer service and even then I still have not gotten the information I 've repeatedly requested. 
The XXXX at suntrust are still trying to charge me a late fee for my payment in XXXX. Thats XXXX!!!! They sent me wrong statements for 2 MONTHS and when I tried to make a payment online ON THE DUE DATE, the website would NOT let me make an additional principal payment. I sent an email through the website asking why I couldnt make an additional principal payment ( as Ive done every month for 4 years ) and while the auto response said I would get a response within 2 business days, its been over 5 MONTHS and Ive NEVER gotten a response. COMPLETELY UNACCEPTABLE!!!! Since I could not make a payment online and no one would assist me, I mailed my payment. If they were not so disorganized and unscrupulous in sending me incorrect statements repeatedly, my payment would have been on time as it has always been in the past. I should not have to pay a late fee for a perpetual problem created by the incompetent employees at suntrust and I want it removed from my account IMMEDIATELY! Severable months ago I had a voicemail from someone named XXXX who failed to provide his last name but claimed to be calling from suntrust. His voicemail did not say what he was calling in regards to but I have no desire to call someone who is seemingly named after a XXXX organization without having more information. If this is really a suntrust employee what is his FULL name?? What is his direct contact information?? What was he calling in regards to??? Why did n't he just provide the information in the voicemail??? On XXXX XXXX, I had another voicemail from another unidentified suntrust employee. She failed to provide her name at all, but knew mine and she failed to state why she was calling. Her voicemail told me to call back. Who am I supposed to be calling??? In reference to what???? On XXXX XXXX, the SAME unnamed XXXX woman called AGAIN. I recognized her voice so I know it was her. The message again had no reason for calling, just telling me to call suntrust. I had ANOTHER call from them on XXXX XXXX, but no voicemail. This is bordering on HARASSMENT if they 're just going to keep calling without even leaving a PROPER voicemail. I do NOT want these people calling me if they are NOT going to provide their FULL NAME ( FIRST AND LAST ) and their DIRECT contact information. I do n't understand why this is such a difficult concept for them to grasp but it 's completely unprofessional!!! How do I finally get answers to my questions and customer service from suntrust and XXXX XXXX??? I 've been trying unsuccessfully for 4 years and it 's completely unacceptable. These XXXX have no business being responsible for other people 's money!!!!! And I do NOT want them handling my mortgage anymore!!! Its time for them to sell it to a REAL mortgage company!!!!

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