Consumer complaint received 2016-03-25
Company: SUNTRUST BANKS, INC.
State: TX
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
I 've recently had my position eliminated and not a clue that it was taking place. The day my position was eliminated I called SunTrust to ask what help was there if any-collections rep told me to call customer service and then the back and forth began. Last week I called in again to ask what help was there and was told about the " re-write '' program for auto loans. I thought wow there is divine intervention. XXXX with XXXX whom seemed genuinely wanting to help. We spoke about the program, the reduced loan payment terms, moving my payment for XX/XX/XXXX and XX/XX/XXXX to the end of the contract and my first due date under the re-write as XXXX XXXX, 2016 and made it very clear this payment could not be late and that I was responsible for the current late fee and so the process began. I was told that due to state law my former partner needed to be contacted to get his verbal confirmation, but this was only a formality-I would be sent the documents needed to be signed and returned.my ex partner called in and was told that he too would need to be sent documents from another rep in the " re-write dept. and was given the same info-this is not a reapplication no credit checks and all was good to go. Called in this past Monday ( XXXX/XXXX/16 ) to ask for tracking information for the documents that were needed. I was told there was a processing error in the documents. In Thursday XXXX/XXXX/16 received a call/voicemail from Suntrrust asking to please return the call. I did and was informed that the " good to go '' re-write was denied. When I questioned why I was informed that the decision was due to lack of income to which I reminded XXXX that I had unemployment benefits of {$470.00} weekly it should known that I specifically asked should I be sending in that type of documentation and was told no. I explained this income to XXXX and was told that he would take it to mgmt. I contacted my ex partner to ask if he had gotten any calls from SunTrust with this news and was assured that his only contact was from the prior week when I asked him to call in. 
Later thatbafternoon I called back to see if there was any update and the rep whom answered was extremely flippet with the questions I asked and restated " mgmt can change a decision '' asked what reason was given for denial of this re-write and was told " cause of your payments '', I asked I 'm sorry what was that you said " cause you been late ''. I asked if there were any appeal processes in place-and was quickly told nope. 
This is misrepresentation of agreed terms made by and carried out by an employee who has the day to day practice of performing re-writes for those hit with unexpected and unforeseen circumstances who has flat out lied to myself and my ex spouse and continued this bait and switch tactic by confirming that the documents were being sent out earlier this week. 
I have asked to speak with upper mgmt and repeatedly told that is not possible, they do not take calls nor can a call be transferred. 


Called back to ask what appeal process there was and the young lady was so completely spiteful in her tone and manner to which she answered my questions " umm sir mgmt said no and you were told you 'd get a decision with 48-72 hours. The decision was made Monday and your were told today 72 hours as you was told ''. I said that 's convient when I was told Monday that all was good and the delay was an error in getting the docs out, so now I 'm not approved despite being told I was- '' umm sir again you was told that it was up to mgmt and they said no ''.

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