Consumer complaint received 2016-01-30
Product: Mortgage — Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC. (VA)

XXXX I am filing this complaint because : 1. I was not given an address or expected monthly payment date of the HELOC during the closing at the XXXX Suntrust Bank location 2. I was given the run around in attempting to find out why the account remained frozen 3. The number I was given to pursue the issue was for the " Home Retention '' department at Suntrust and I fear that I was intentionally misdirected in my search for answers so that Suntrust could foreclose on my home 4. I was not informed that the account would be closed based on my answer to the question, " Do you feel the bank was at fault in this situation? '' 5. The closing did not take place at a title company in which payment details would have been discussed 6. I was not informed that paying the HELOC by credit card is actually a cash advance from the credit card and not simply a payment against my credit card On XXXX XXXX, XXXX I applied for a Home Equity Line of Credit with Suntrust Bank. I chose Sunstrust Bank because my mortgage is through the same bank. The process was completed the first week in XXXX and closing was at the bank location in XXXX, Virginia. The total amount of the HELOC was {$25000.00} of which I withdrew half. The remaining {$12000.00} remained at Suntrust. 
I continued to pay my mortgage, of course, but never received a bill or statement for the HELOC, nor was the statement available electronically. 
On or about XXXX XXXX, XXXX I received a phone call from a person that identified herself as a Suntrust Bank employee asking for personal information. I was distrustful of the approach and decided to inquire of the situation, ( as to why my personal information was requested by phone ), in person at the XXXX, VA branch office. On this visit I found that my HELOC was past due. I paid via credit card, the overdue balance and the next month 's payment. I was told that the HELOC account was frozen and would not be available for withdrawal for 72 hours. 
About 3 days later I returned to the bank and was told by the teller that the account was still frozen. I was given a number to call to obtain more information. I was told by a customer service representative at that number that I was few hours off of the 72 hour deadline and to try again the next day. 
Due to the holidays I was not able to try again until XXXX XXXX, XXXX. The account was still frozen on XXXX XXXX. I was told to wait another 72 hours. 
I returned to the bank on XXXX XXXX, XXXX, the account was still frozen, at this time the mortgage processor attempted to gain information pertaining to the situation from the number that I was given previously. He was told that the account needed to be reinstated. I completed the reinstatement form, had it notarized and faxed from the XXXX location. I was told that it would take 7 to 10 days to complete the request. 
I returned on XXXX XXXX, the account was still frozen, I was told to wait a couple more days. 
I returned on XXXX XXXX and was told that the account was still frozen. At this point another XXXX branch employee attempted to gain information as to why the account was still frozen, this person also requested that the findings be relayed to me diraectly. 
On XXXX XXXX, XXXX, I was told that the reinstatement form was not received by the bank, even though it was faxed by the XXXX location employee, ten business days previously. In this conversation I was asked if I felt this was a bank error, I responded that I was n't sure, and probably not, if the notice was lost in the mail. The employee responded that, because I did not state that I felt the bank was definitely at fault, the account would be closed and I would have to reapply for a new HELOC.