Consumer complaint received 2016-08-19
Company: SUNTRUST BANKS, INC.
State: MO
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I called Suntrust Mortgage Escalation Resolution Team on XXXX/XXXX/XXXX and was put on hold and then was told the team researching my case was n't available and they would call me back. They had not called me as of of XXXX/XXXX/XXXX, so I recalled them and was told no one would speak to me, my case was closed, sorry if I did not like the outcome by XXXX XXXX. This was per XXXX XXXX, Vice President of the Escalation Department. This is consistent in their lies and misleading conversations and promises to recall you. 
I began contacting Suntrust Mortage in XXXX XXXX in reference to a {$400.00} principal reduction to my account. After many request for information, phone calls and being ignored, I sent a registered letter to them in which it stated : It has been brought to my attention that Suntrust Mortgage has been submitting to credit bureaus late and pre-forclosure information for XXXX, XXXX and XXXX in regard to this loan. While on a repayment plan, paying the required monthly loan payment as well as additional funds to go toward a loan payment plan which began on XXXX XXXX, XXXX and ended upon completion XXXX XXXX, XXXX. ( I made all payments on the repayment plan as required as well as XXXX XXXX payment ). Credit reports state that foreclosure proceedings began in XXXX. 
We entered into a repayment plan to become current on this loan on XXXX XXXX, XXXX after employment loss and business loss. We completed the plan as agreed to and required, to become current on our loan. 
I have enclosed a copy of my customer activity statement showing the payments made and documentation of Suntrust 's activity to pay themselves late fees instead of applying the loan payments made to my mortgage. In no way was this communicated to me, that my funds would not go to my loan. I have each and every letter and communication with Suntrust documented in regard to this. 
After I completed the required payments and additional funds required each month for the repayment plan, Suntrust, on XXXX XXXX, XXXX payed themselves, unbeknownst to me, late charges. In XXXX they also payed themselves property inspection fees, and attorney advances. 
I received a notice on XXXX XXXX, XXXX that I had defaulted on my loan and it listed XXXX to contact if I had questions in regard to the foreclosure, of which I did and was told there was no forclosure. Suntrust defaulted me by not applying my loan payment funds to my loan and not disclosing this to me. I was current on my loan. No where or no one stated any thing in regard to the late fees being paid during this repayment plan, no one ever discussed being foreclosed on for not paying late fees. 
I was made aware of the credit reporting misinformation on XXXX XXXX XXXX when declined for a refinance at Suntrust, after initially being told we qualified for this refinance. I was approached by a " chat box '' during a log on of my account to do a refinance. Suntrust did XXXX hard inquires on my credit, corrected the pre- foreclosure information on the credit report, and then denied doing so, however I had the copy of the credit report before and after the conversation to prove their lying to me. 
This erroneous information has caused a great deal of time being spent explaining each and every time the details. The attorney costs, title search, and market analysis fee from XXXX and in addition, it is now come to my attention, it is costing me a great deal of money, given the credit bureau reporting that I was in a forclosure, when I was current on my mortgage. How much have I been paying in excess for their wrongful reporting and lowering of my credit score?? 
At the very least, Suntrust should refund the fees they forced me to pay in XX/XX/XXXX, as they have acknowledged this by correcting the credit report, and then denying it. Not a principal reduction, but back to me as I was forced to pay it out of pocket.

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