Consumer complaint received 2017-10-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: SUNTRUST BANKS, INC.
State: TX

Complaint narrative:
On XXXX XXXX, 2017, I spoke with XXXX at the Insurance Center for Suntrust Mortgage Company for instructions regarding an advance payment received for flood damage to our home due to Hurricane Harvey. Please note that flood insurance is not required by the mortgage company. My husband and I purchased the policy on our own in an abundance of caution. XXXX informed me that because the check was over their policy limit of {$20000.00} I would have to mail the check to them, and they would in turn re-issue a check made payable to my husband and myself for {$20000.00}. He asked that I include the letter from the insurance adjuster indicating that this payment was an advance. Later that day I called back again for other information and I spoke with a lady who informed me that Suntrust was going to have a temporary site here in XXXX from XXXX XXXX, 2017 to XXXX XXXX, 2017 and that I could take the check there to have it endorsed. She gave me the address as XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, Texas and their hours would be XXXX XXXX to XXXX XXXX. On XXXX XXXX, 2017, I called the Insurance Center again to verify the temporary site address here in XXXX and XXXX informed me that I could not take the check to be endorsed there as the amount of the check was over {$20000.00}. She told me that I would need to mail it in and they would then process it and release the {$20000.00}. The remaining {$10000.00} would be kept by them. I was glad I called as I was not previously told this information and had actually planned to take off the next day in order to get the check endorsed. On XXXX XXXX, 2017, I sent the advance check from XXXX XXXX XXXX XXXX via XXXX XXXX to Suntrust properly endorsed by my husband and myself. Note that we had to incur an expense to get the check to Suntrust. On XXXX XXXX, 2017, I called to check on the status of the check and I spoke with XXXX. She informed me that the check was received and that it was being processed. She said it would be deposited into the escrow account and then Suntrust would be reissuing a check for {$20000.00} to my husband and myself. She explained that the entire process would take approximately three ( 3 ) to five ( 5 ) business days. On XXXX XXXX, 2017, I received a call from XXXX XXXX who was making sure I had received the package of documents required by Suntrust for when repairs begin on the home. I acknowledged receipt of the package and inquired about the the {$20000.00} advance check. She proceeded to tell me that I was given incorrect information by all of the representatives and that we would not be receiving any such funds. I then became very upset as she would not answer my question as to why the change in policy. She kept wanting to speak about the required paperwork. I asked to speak with a supervisor at which time she told me she would transfer me to a voicemail. I hung up and called back ( XXXX ) at which time I spoke with XXXX who looked up our account and she again informed me that they could not release the {$20000.00} because the check was for {$30000.00}. She asked me to write a letter at which time I pointed out that I sent had already sent a letter with the check. She allowed me to speak with a supervisor, XXXX ( sp ) who again explained the exact same thing. Funds can not be released and she again stated that the other representatives were wrong in telling me that I would be receiving a check for {$20000.00}. She did, however escalate my situation and submitted my request for the release of the {$20000.00}. Today, XXXX XXXX, 2017, I decided to check on the escalation of my request and I spoke with XXXX who informed me that my request was denied. Everyone I speak to keeps wanting to talk about documents when all along my reason for calling is for the release of the {$20000.00}. I was transferred to supervisor, XXXX XXXX, who again reiterated that the previous representatives gave me the incorrect information. She said XXXX was correct in telling me to get two checks for {$15000.00} each instead of the {$30000.00} as Suntrust would have endorsed those checks. But, because this advance came as one check, they are not going to release the {$20000.00}. I am confused and frustrated. We have no funds with which to begin repairs. We have been denied assistance by FEMA because we have flood insurance and have received no response on assistance from the Red Cross because although our home is damaged, we are still living there. I feel as though Suntrust lied to me in order to get me to release the funds to them. It seems that they change their policies as they see fit. Any communication with Suntrust I now want in writing. I do not trust them at all. Hurricane Harvey occurred at the end of XX/XX/XXXX and it is now almost the middle of XX/XX/XXXX, and our house sits damaged. There are six of us living on one floor with dust everywhere from bare floors.The doors downstairs all need to be replaced and all of the walls have holes in them. Part of our staircase is also bare. Their so called forbearance program is also a joke. They offered us no payment for three ( 3 ) months but we have to pay it all at the end of the three ( 3 ) months. Sorry, but I fail to see the how this is any type of assistance. There is definitely no comprehension for the nature of the disaster that occurred in XXXX. This is the first time we have gone through such a disaster and the first time we have suffered such a loss. We also are not behind on any payments to Suntrust.

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