Consumer complaint received 2016-06-02
Company: SUNTRUST BANKS, INC.
State: VA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
First see CFBP Case number : XXXX and read my original letter to SunTrust Mortgage dated XXXX XXXX, XXXX. This issue is not fully resolved. Since I was unable to continue my dispute with the Case number : XXXX, I have to open a new complaint. On my original complaint, SunTrust has XXXX internal case numbers, XXXX and XXXX. I had 2 issues with SunTrust. 

First, SunTrust has notified me that my mortgage escrow is short by {$3000.00} and now I must pay an additional {$250.00} per month over a 12 month period. This additional 'unexpected ' payment will most likely cause a hardship on my family. After researching my closing document from XXXX XXXX, I believe SunTrust is in violation of RESPA 12 CFR 1024.34 - Timely Escrow Payments and Treatment of Escrow Account Balances and RESPA 12 CFR 1024.17 ( c ) ( 2 ) and ( 3 ) and 12 CFR 1024.17 ( k ) - Escrow Account Analysis ( see attached ). This issue is SunTrust 's case # XXXX. 

Second, while we disputed the escrow error with the bank, our mortgage payment is due, so we are trying to get the payment spread out over as many months as possible. I called on XXXX XXXX, spoke with XXXX to get payment extended over XXXX months. Said she would submit it for approval and for me to call back on Thursday XXXX XXXX. SunTrust called back and initial customer service rep said it could only be spread over 18 months. I explained our situation that we were told a minimum of XXXX months and I needed to speak to a Supervisor. Supervisor said we were denied for XXXX months but approved for XXXX months. I explained that our financial situation would not allow us to afford the payment over XXXX months and this could potentially cause us to be short every month. She said she would resubmit it, explaining our financial situation and to call back next week. This issue is SunTrust 's case # XXXX. 
On XXXX XXXX, I received notification from CFBP that SunTrust has responded to my dispute and asked if this resolved my issue. On XXXX XXXX I responded back that it only partially resolved my issue. Here is my response : SunTrust has only partially addressed my issue. They have provided me two case numbers for two different issues. Case # XXXX was for my issue with the monthly payment being spread out over a XXXX month period. This resolution I am satisfied with. However, I only pursued this course of action because the bank refused to suspend the additional escrow payment while I disputed the validity of my escrow account being short. 

" I am still pursuing my complaint/dispute with the SunTrust case # XXXX. See attached " SunTrust escrow letter and attchmnts '' for my original request/dispute submitted on XXXX XXXX, XXXX. This issue has not been addressed yet. I am still disputing the validity of the escrow shortage and believe the bank is at fault for this error. '' Therefore, since SunTrust has not addressed my original issue about the validity of the escrow shortage and I believe SunTrust is in violation of RESPA 12 CFR 1024.34 - Timely Escrow Payments and Treatment of Escrow Account Balances and RESPA 12 CFR 1024.17 ( c ) ( 2 ) and ( 3 ) and 12 CFR 1024.17 ( k ) - Escrow Account Analysis, I need to continue with my dispute until fully resolved.

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