Consumer complaint received 2021-02-13
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: TRUIST FINANCIAL CORPORATION (TX)

I have issues with SunTrust Mortgage service of my load number XXXXXXXXXX. They have mis-managed the loan. My issues include : 1 ) Incorrect mailing address : I have never received any piece of information from Sun Trust via mail, phone, or e-mail ( the loan originated XX/XX/XXXX ). SunTrust has my correct phone number, email, but had a bad physical mail address. I was told by XXXX ( Client Services on XX/XX/XXXX ) that there was a note in my file that mail was undeliverable. This was never a concern to me as I had set-up automatic payments from my bank account since loan inception. SunTrust never tried to contact me via email or phone to get a deliverable address. 
2 ) SunTrust started collecting escrow on my account as of XX/XX/XXXX without reason or need and revised payment amount was never communicated to me. 
3 ) SunTrust paid my XXXX flood insurance premium on XX/XX/XXXX. SunTrust had no cause to make this insurance payment. I have always kept home owners and flood insurance on this property and it has always been in-force for this property. I had already scheduled to pay this on XX/XX/XXXX, 2 days before due date. When my payment was processed, XXXX refunded my payment via check saying it had already been paid ( I assumed XXXX had automatically withdrew the flood insurance payment like they do for my auto insurance ). 
4 ) SunTrust has stopped crediting my account the principal and interest payments they received on time since end-XXXX 
5 ) SunTrust has refused to apply my principal and interest payments to my account and instead has put the payments into an suspense account and even tried to return some of the payments to me. 
6 ) SunTrust has charged late fees when none should be charged. 
7 ) SunTrust has reported me to credit agencies for being {$9000.00} behind in payments. This is totally inaccurate. Even considering the $ XXXX/mo increase in payments I would only be {$200.00} behind. 

Notes from Conversation with SunTrust Mortgage, XX/XX/XXXX ; XXXX to XXXX ( 2 hours 41 minutes ). 
First  called : XXXX Customer Service number after some waiting/entering data via phone numeric pad, I was connected with Miss ( or Mrs ? ) XXXX. After some discussion about my issues/concerns, she corrected my address ( which was wrong in the system ). XXXX  XXXX then told me she could not resolve my issue or change my payments to credit the correct ledgers for principal and interest payments that I had made on time. She said I needed to talk with someone in Payment Solutions and that she was in Dept Collection ( this surprised me as I thought I called customer service ). 
XXXX XXXX transferred me to XXXX in Client Services ( I was informed their number was XXXX ). I spoke to XXXX and again explained my issues. XXXX did confirm that there was a note in my file about mail not being deliverable to the address that they were sending information to me. He confirmed that address had been changed in the system ( from about 30 minutes earlier ). XXXX said he was able to credit/reverse one of 2 late charges of {$160.00}. XXXX said he was unable to move/change any payment until the insurance issue was resolved. He suggested that he transfer me to Insurance group to resolve insurance/escrow issue, then he said he could fix payments that had been placed in suspense account. 
XXXX transferred me to XXXX in the insurance group. XXXX was helpful, but seemed to have her hands tied. She transferred me back to XXXX in Payment Solutions, after 20 minutes waiting on hold, XXXX wanted me to transfer {$420.00} to my account so he could credit 2 of the payments ( XXXX ). XXXX also told me he wanted to send me a check for the amounts that had been put into suspense. I told XXXX that my goal was to correct the whole issue not to move forward without correcting underlying issues. He said he would escalate and that someone would call me back with 24 hours. It is now more than 24 hours later and no one has called. 

After the call, I set up an additional payment of {$370.00} to my account to cover the payment SunTrust made to my Flood Insurance Company. I do not plan to call SunTrust again. That was too painful. I will communicate with email so that I have a record of our communications. 

I am now exploring options to resolve this issue, both within SunTrust and outside SunTrust. I would like to avoid legal action