Consumer complaint received 2015-05-21 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: CT

Complaint narrative:
On XX/XX/XXXX I received a Short Year Escrow Account Disclosure statement from XXXX because the servicing of my account was being transferred to SunTrust mortgage ( I had an escrow balance of XXXX ). SunTrust ( ST ) sent my first invoice on XX/XX/XXXX. I will note that my mortgage with green tree was $ XXXX, once moved over XXXX XXXX that amount was reduced to {$1300.00}, and according to ST my escrow balance was {$2300.00} - I paid the XXXX on XXXX. Then on XXXX/XXXX/14 I received another invoice from ST in the amount of {$1600.00} - I paid that in XXXX installments of {$830.00} on XXXX and XXXX. Then on XXXX I received another letter XXXX XXXX indicating that they have reviewed my escrow acct and determined that I was owed {$660.00}. I XXXX XXXX to dispute this because my account was with them for only 1 month and did not understand how they could have already assessed my account to determine an overage. I called on the date of receipt XX/XX/XXXX and spoke to a cust. svc person. She told me there was nothing to be done, that I must deposit the check. I told her that my property taxes have increased and offered to fax a copy of which I did. No response from ST. I then continue to pay XXXXXXXXXXXX ( XXXX installments of {$840.00} XX/XX/XXXX & XX/XX/XXXX ), and then was billed for {$1400.00} of which I paid XXXX installments of {$840.00} on XX/XX/XXXX & XX/XX/XXXX. I then got a letter from ST indicating that I was in arrears and owed. I was told that they do not take biweekly payments, but then was offered a biweekly payment setup. I signed up that on XX/XX/XXXX and was sent a letter indicating that the deduction would take place on XX/XX/XXXX. The following month I was sent another letter indicating that I was in arrears, and was then informed that I needed to pay 1 month ahead. Their documentation states that the customer will pay a 13 month payment in the bi weekly program. It seemed reasonable because instead of XXXX payments of {$720.00} it would be XXXX. Based upon my calculations I will have paid 15 months from time I was acquired XX/XX/XXXX to XX/XX/XXXX. will be XXXX Then I received an email from ST on XX/XX/XXXX indicating that my escrow was short {$260.00}. then I contacted ST on XX/XX/XXXX. received another letter from ST on XX/XX/XXXX indicating that escrow was short {$620.00}. I paid it and received an email on XX/XX/XXXX indicating that amount was received. Today I receive my mortgage statement from ST and they indicate that I owe {$3000.00}. I have been paying SunTrust all along, and on time. I do n't know what to do and have not had success when taking with their customer service reps. 
It is imperative that I have someone from the CFPB address SunTrust on my behalf, I feel that they are trying to force me into an unnecessary foreclosure or are trying to bully me in to paying additional funds unnecessarily. Please help and stop the unnecessary harassment.

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