Consumer complaint received 2016-05-12
Company: SUNTRUST BANKS, INC.
State: DC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
This letter appeals and request SunTrust to immediately reinstate my loan into the mortgage modification program. I have made two payments in the month as required and have encountered extreme difficulty with SunTrust in this process. 

I have had good and open discussions with XXXX XXXX and she along with the home preservations team have been in contact with me on the mess of the payment process and how to fix this mortgage reinstatement nightmare to stay in my home. 

Even in XXXX XXXX, SunTrust maliciously did not approve my modification based on false public records that I had to correct. I do not know what to do when I act in good faith and I 'm conscientious to return calls and save my home. 

I have specific dates, call records, and contents of all calls and can demonstrate everything in this letter. 

1. I attempted to pay the first trial payment to SunTrust on XX/XX/XXXX.The terms of the modification require that I pay the payment in the month for 3 months. I think that unfair and is a high standard, but I deal with it. I spoke with XXXX representatives of SunTrust for more than an hour on XXXX/XXXX/XXXX and could not make the payment online or with them by phone. I was told that my account was " blocked '' and that it denoted a foreclosure was in process even though I had a fully executed modification agreement with SunTrust. I went to a SunTrust branch but it was closed by the time I got there. I went to the SunTrust bank the very next day and made the payment with a bank official on XXXX XXXX XXXX XXXX on XXXX. 

2. To my surprise and shock SunTrust sent the check back to me a week later and started foreclosure proceedings. I complained that I did everything I was supposed to do. I was directed to send the check to a XXXX XXXX. address in XXXX, XXXX. It took SunTrust another week to acknowledged the check. I have the postal receipt where I sent it XXXX XXXX mail. It takes XXXX day for mail to go from XXXX to XXXX. 

3. When I called SunTrust about the items in " 1 '' and " 2 '', I was informed that I should set up the payment for XXXX, I did so via an ACH draft on account. When SunTrust had n't cashed the check or sent me notice that the foreclosure was removed and officially disregard the foreclosure letter, I withdrew 2 payments from my account to send via XXXX, XXXX or XXXX Express to SunTrust to make sure they had certified funds. 

4. After doing so, I called SunTrust and asked that my single point of contact call me back on all of the payment issues and all of the confusion. 

5. A week later, SunTrust cashed the check for XXXX and then attempted to ACH my account for the XXXX payment. I was out of town at a funeral and also later that day dealing with a burglary of my deceased fathers home in XXXX when the ACH did n't clear. I did n't know what to do. 

6. I immediately called SunTrust and told them that XXXX XXXX had the funds in the account when SunTrust attempted to draft it but I 'm not sure why the ACH did n't clear the second time. I gave them another authorization to do an ACH and the funds were finally collected for XXXX a few days ago. 

I spoke with XXXX XXXX yesterday who told me that I submitted XXXX NSF items to SunTrust, which is completely false. I only gave them a second ACH ( which was collected by SunTrust ) when all of the confusion above was going on. SunTrust submitted the first ACH to my bank twice when I was n't sure if they would cash the check ( which did clear more than a week after it was sent ). As of now, SunTrust has the two payments for XXXX and XXXX and I should not be removed from the program. 

With all that is going on, I 'm asking SunTrust to remove the foreclosure ( for the third time improperly ) and fully reinstate my loan. 

I 'm asking the CFPB to investigate this matter, consider sanctions for violations of the Fair Debt Collection Practices Act, and

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