Consumer complaint received 2018-11-27
Company: SUNTRUST BANKS, INC.
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My Mother passed away in XXXX of XXXX my father then passed in XXXX of XXXX. In my fathers Will I was left his home in Pennsylvania. I lived there with my Parents for the 4 years they owned the property with my XXXX and XXXX year old Daughters. The home was left with a mortgage of about {$150000.00} and a value of {$350000.00}. The mortgage was with Suntrust Bank. 
In XXXX of XXXX as the Probate period was nearing its end I contacted Suntrust Bank to notify them of the deaths of my Parents. I also inquired about what the process was when being left a mortgaged property. I was also not sure if the mortgage was current, ahead or behind. Suntrust notified me that the only way they could speak to me was if I sent them a request package. This package included both of my parents death certificates my fathers Will and a certified Letter of Authority. 
I sent that in within a week. It took 6 weeks all tolled for Suntrust to admit they received the package. This was after many phone calls trying to locate the proper personnel to advise me on my plight .The first person I remember actually directing me was named XXXX . XXXX explained that at this point my loan was not being handled by her department which is special loans but was now in loss mitigation and that XXXX XXXX was going to handle the loan from now on. I called XXXX for about 10 days straight. The phone was answered and I was directed to her line. The problem was that I was sent to a recording saying the agent was busy please remain on the line. No one ever picked up the phone. Part of the recording was letting you know you could leave a message and the person you were calling will get back to you in 24-48 hours. No one ever called back. It wasnt until a week later that I realized while I was waiting on hold if I hit # 1 on the phone I could actually reach XXXX phone machine. No one ever called back. 
When I voiced my displeasure the people answering the phones said that although XXXX was too busy to help, that they could help me. I talked to at least 6 different people over the next month. Each person had their own belief as to what I should do. This left me unsure of what I should have done. Some of them told me I could not assume the mortgage. One person told me I could As Is the mortgage I would just have to pay the mortgage amount up in full.?. I asked each person for explanations but was left confused by what I should do. 
I tryed right before XXXX to wait out XXXX but she was not going to call back. At this point I owe almost 4 months ( Suntrust wont accept payments now XXXX and called again and reached a XXXX. I told her Im worried the house will go into foreclosure. I could not pay the {$5700.00} due at once but could scrape up {$3000.00}. XXXX said that was acceptable as long as the rest of the money was paid on XXXX XXXX. I agreed and was able to get {$3000.00} in the bank by the day after XXXX. The account numbers were given to XXXX and the money was to be transferred through the banks. I called Suntrust to see if they cashed the money on Friday afternoon. XXXX and XXXX were not available so another person told me that the {$3000.00} we agreed to was not acceptable, only full payment would be accepted. I told her I had a confirmation # ( XXXX ) She said XXXX made a mistake and that I should stop payment on the check. They would only send it back to me. 
I figured that on the holiday weekend they hired temporary help and that on Monday I would be reassured. After all I didnt even send a check it was done electronically .On Monday XXXX and XXXX were again not available so I spoke with another operator who informed me that they would not accept my {$3000.00} and XXXX was wrong. She then informed me to quickly file for their modification assistance package before they start foreclosure. I was already told on 3 different occasions I wasnt eligible to modify a loan I was not named on. I sent in the paperwork anyway today.

After 2 and 1/2 months or more I still do not know what to do or who to go to or even if I should pay them. When Suntrust would not accept payment or even offer a viable solution or explanation of their position I believe theyre illegally forcing the property into foreclosure. If I pay the full amount ( which Ive never been given an accounting of ) is it still enough to to be able to pay As Is, I dont know. Or is this a way to extract money from me to reduce the mortgage amount and still foreclose. This leaves me in an unenviable and unbelievably stressful situation. 
To rectify this I would like to speak to ONE person who not only has the ability to help me but also the authority to end this ugly situation. I always have the option to get an Attorney and sue. Thats not my objective but it seems Suntrust wants my loan ended at any cost.

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