Consumer complaint received 2015-08-10 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: MA

Complaint narrative:
My mother, XXXX XXXX, who is now deceased, was deceived Suntrust bank ; because of Suntrust 's actions, she was charged at least an extra {$7200.00} in interest. As her executor, I am asking that the unauthorized interest be returned. 

In XX/XX/XXXX, she took out a HELOC in the amount of {$400000.00}. At the time, she thought she had only used {$66000.00} of line of credit. In fact, XXXX XXXX, a Suntrust employee, without her authorization, took out the whole {$400000.00} line of credit on or about XX/XX/XXXX, and transferred it into a checking account opened in my mother 's name ( the " Checking Account '' ). The {$66000.00} was then withdrawn from the Checking Account on or about XX/XX/XXXX. Starting in XX/XX/XXXX, my mother was charged interest on {$400000.00}, when she should have in fact only been charged interest starting in XX/XX/XXXX on the {$66000.00} she was told had been withdrawn from the HELOC. During this time, my mother was in regular XXXX. 

In XX/XX/XXXX, I looked at my mother 's HELOC statement because she was no longer XXXX and as her executor I wanted to learn about the state of her finances before she died. She told me she had taken about {$67000.00} out through a HELOC, so I was confused when her statement said that the full {$400000.00} line of credit had been used. I eventually realized that the Checking Account had been opened, and explained what had happened to my mother. She said ( a ) that she had not authorized the transfer of {$400000.00} to the Checking Account, and ( b ) that did not realize that XXXX XXXX had transferred the entire {$400000.00} line of credit into the Checking Account on her behalf. We immediately transferred {$330000.00}, the entire balance of the Checking Account less {$1.00}, so that she would no longer be charged extra interest. This transfer took place on or about XX/XX/XXXX. We kept {$1.00} in the Checking Account to maintain a record of the transactions that had taken place in the account. 

During the month of XX/XX/XXXX my mother 's health declined rapidly, and we were too busy focusing on her health to speak extensively with Suntrust about the overcharges associated with the HELOC. Still, on or around XXXX XXXX, I went to the Suntrust branch in XXXX XXXX, Florida and spoke to an employee about the overcharges. He said he would speak to the manager, XXXX XXXX, and get back to me. A few days later, the manager told me that she was look into the charges and try to help with the situation. 

After my mother 's death in early XX/XX/XXXX, I again went to the Suntrust branch in XXXX XXXX, Florida about the overcharges. Some employees recognized that my mother had been deceived by the Suntrust employee who opened the HELOC account and Checking Account, and I asked that Suntrust unwind the excessive charges. I spoke to various employees, including XXXX XXXX, the manager of the branch, but after a series of discussions, the Suntrust representatives eventually said that it believed the transfer was valid, and they would not refund the interest. They did say that XXXX XXXX was no longer with Suntrust. I then I paid off the remainder of the HELOC balance as part of my duties as executor, but repayment was delayed while I was trying to address the overpayments with Suntrust 's representatives. 

Recently, my son mentioned that I could file a complaint with the CFPB about bank misconduct. Because Suntrust did not resolve the misconduct I brought to its attention, I am now writing to notify the CFPB of Suntrust 's misconduct and seek return of the funds Suntrust improperly charged my mother. As executor to my mother 's estate, I have a duty to represent her interests and the interests of her heirs. A number of my mother 's heirs are of moderate means, and I know these funds would make a real difference in their lives.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation