Consumer complaint received 2015-09-29
Company: SUNTRUST BANKS, INC.
State: TN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Application, originator, mortgage broker

Complaint:
I am an existing Suntrust Mortgage customer, with an 6.5 % interest FHA loan, Originated XX/XX/XXXX. This loan is current and in good standing. 
Based upon my desire to secure a lower interest rate and upon receiving multiple solicitations ( both paper mail and through email ) from Suntrust to refinance, I contacted their office XX/XX/XXXX to initiate a refinance. 
Since that time, I have been round and round with their staff to refinance. I have been provided multiple documents with a proposed loan, signed applications, provided requested documentation, took a vacation day to meet an appraisal person, and they will promise we are going to close " this month '', but they always come up with a reason we can not close. 
They have made multiple hard credit score checks, that I have not approved and that have lowered my credit score. 
I provided a credit card number for the initial credit check, XX/XX/XXXX. They stored my credit card in their system and without approval, ran the {$450.00} fee for an appraisal against that card, without my approval or discussing anything with me. 
My appraisal was completed XX/XX/XXXX, but I was not provided a copy, until I demanded it last week. ( Received it XX/XX/XXXX ) Obtaining an appraisal took several weeks, as the appraisal person, lived XXXX miles from me and had limited availability. I requested a different appraiser, but was told that I could not change. I was told that we could close by XX/XX/XXXX, if they completed the appraisal by XX/XX/XXXX. So, I took a vacation day ( XX/XX/XXXX ) to meet the gentleman. Then they would not return my calls. 
I escalated that occurrence and was told by their " manager '' that I could close by XX/XX/XXXX. When I told them I would be in XXXX for the last 2 weeks of XXXX, I was told by their " manager '' that they would have my closing documents sent to me out there somewhere. Then no returned calls. Upon my return from vacation, that manager was no longer with Suntrust and the processor would not return my calls. XX/XX/XXXX, I was finally able to navigate their phone system to get transferred to that person 's replacement. She then told my mortgage was " on hold '' because my appraisal came in low ... that it had been on hold since XX/XX/XXXX. She was sure that they had talked with me about this. Instead, they had continued to talk about closing and occasionally ask for additional documents ... Like XXXX from 2 years back. The appraisal was completed in XX/XX/XXXX and I have email communications around closing the loan, during the 3 months after the appraisal. 
This week, after I escalated it again. After getting yet another manager, I was presented with their plan to restart the process, that I needed to resign an application, and they needed my documentation again ... Driver 's license, home owner 's insurance documents, bank statements. I have email communications ( x4 ) that they have this information. 
They also told me, that I was looking at a timeline of at least 30-45 days, before they could close on this refinance. 
They have also connected me with their so called escalation department and provided me with a case number # XXXX. I spoke with the representative there today and was told that they would be back in touch with me in 14 days. However, they ca n't really do anything for me, except tell me what has happened. I know what has happened. 

Suntrust is doing everything possible to keep me from refinancing my loan. they have lied, lowered my credit score, and delayed my ability to refinance. Most people are probably intimidated and just give up and keep the loan at a higher rate. They benefit from keeping me at a higher rate, with a higher payment.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief