Consumer complaint received 2017-08-25
Company: SUNTRUST BANKS, INC.
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I contacted Suntrust Mortgage In XXXX to notifiy them that my taxing authority had made an error on my tax bill. It was a XXXX XXXX issue. They advised me that they were already aware and due dates had been extended to XXXX and not to worry. I sent them the current bill that was issued in the mean time as the new bill would be actually going down. They said they wait unitl they get it from the taxing authority. and they had the intial notice. I contacted them again in mid XXXX as a 2nd tax bill was processed by the county and was also incorrect. It was {$600.00} higher than the previous bill. I advised them the the tax authority was in the prcoess of reviewing and determining what the 3rd and soon to be correct bill would be. I advised them not to pay and that they could contact the tax department and provided phone to confirm that this was being worked on. they said they would attempt to put a stop payment to pull the bill. Ironically in XXXX they told me they dont pay early but know that they have a higher incorrrect bill they dont know if they can stop it!! On XXXX XXXX I received the new correct tax amount from the county tax department I contacted suntrust and advised them gave them the phone number of who to speak to and told them the information would be viewable online on XXXX but they would provide a verbal if they called and contacted them. I requested a formal escrow correction based on the new amount so they would stop collect {$100.00} overage each month from me. On XXXX suntrust paid my taxes the incorrect amount! I contact them again and did a fromal reuest for a refund as well again requesting the monthly escrow amount ot be corrected as I did not want to be forced to overpay again because of their mistake. I also requested in be expedited On XXXX I called suntrust again to follow up and place another formal request for the refund and the escrow to be correct they told me in excess of 14 days I advised them this was unacceptable and that this should be expeditated because this could have been prevented. They have the ability to go online to the tax authority and view the correct tax amount and they have done this while I was on the phone with them. Why they cant fix their computer system is beyond me and not fair to me the consumer. I followed up again on XXXX the customer service rep said nothing shows updated in the system nothing has been done and told me they called the tax dept and said they were told they have the right amount ( the higher one ) - This is an outright lie. I requested a supervisor I was told none are available and its 2 days for a call back! I begged and pleaded the rep to go online and look for herself and sure enough she confirmed that suntrust does not have the correct information on file for my taxes and she would request the research team to look into this meanwhile I am owed almost a {$400.00} refund as well as I have mortgage payemnt due on XXXX and until they fix their system I have to overpay by XXXX just like I did last month! I again explained how this is unfair trade practices to the consumer to force me to wait to fix their mistake which they were notififed of and could of prevented and every step of the way suntrust has dropped the ball. I am not confident they can correctly managed my taxes and insurance I had a simialr problem 2 years ago with them mismanging payment for the homeowners insurance and paid the incorrect amount by over {$300.00} and they redid my escrow They decide they should pay my umbrella policy out of my escrow which is ridiculous Please advise if you need further information and what else I may do to help other people being subjected to these practices. It is not right they can hold my money hostage till they get around to when they admit they are wrong!!!

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 monetary relief