Consumer complaint received 2016-04-08 00:00:00
Product: Mortgage — VA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: CA

Complaint narrative:
I am reporting ongoing harassment, intimidation, intentionally deceptive business practices by Suntrust Mortgage , Inc in their dealing with me about my V.A. Home Loan. Suntrust may be in ongoing violations of the requirements of their Court Settlement agreement of XXXX and XXXX in which Suntrust agreed, among other things, to no longer conduct deceptive business practices. 
For the past three years I have been dealing with Suntrust Mortgage , Inc. in my many attempts to retain my home. Suntrust refuses to answer my many emails to them about their intentionally deceptive, illegal, and ongoing acts and instead keeps insisting to speak to me on the phone, so there will be no record of what was said that day. I have spoken to many different Suntrust employees on the phone during the past three years and I always get a different answer from each of them, followed by their denials of having told me things. That is why I now will deal with them in writing, so there will be a printed record of everything Suntrust does. In XXXX XXXX I applied to Keep Your Home California ( KYHCA ) Principal Reduction program because I could not afford my monthly mortgage payment of {$780.00} because my only income is {$1000.00} from the the V.A. non-service connected Pension ( beginning in XXXX XXXX ). On XXXX/XXXX/XXXX Suntrust received {$62000.00} from KYHCA Principal Reduction program with the two very specific purposes : 1- reducing my principal balance on my V.A. Home Loan with Suntrust as well as 2- to have them refinance that loan in order to reduce my monthly mortgage payments. Suntrust accepted that money, but only reduce my principal balance and did Not refinance my loan thereby leaving my monthly payments at {$780.00}. On XXXX/XXXX/XXXX Suntrust mailed me a letter in which they wrote that if I wanted to apply for their " Recast '' of my loan, Suntrust wanted an additional {$5000.00} ( non-refundable ) from me as their principal curtailment fee to " Recast '' my loan and that would only Re-Amortize it, and Not refinance it. This is the latest deceptive and illegal acts by Suntrust for the past three years I have been dealing with them in my many attempts to retain my home and during which Suntrust keeps trying to steal my home through their intentionally deceptive, heavy-handed, and harassing acts whose sole intent is for Suntrust to foreclose on my home. I sought assistance from the V.A. ( XXXX XXXX ) about this ongoing harassment by Suntrust and he contacted a Suntrust employee named XXXX who told XXXX XXXX that the letter was a mistake and that the {$62000.00} received by Suntrust on XXXX/XXXX/XXXX covers that {$5000.00} principal curtailment fee on the XXXX/XXXX/XXXX letter and that i could apply for Suntrust to Modify my V.A. Home Loan with them. Among other things, Suntrust claims that they are so big that employees from one of their departments may not be aware of what other employees may be doing when dealing with my V.A. Home Loan with Suntrust and that could be why their " errors '' happen. It is my opinion that Suntrust is again conducting the very same deceptive business practices for which the Federal and many State government agencies brought legal action against Suntrust and which are detailed in the Court Settlements of XXXX and XXXX. I am lucky to have the V.A. assisting me with this ongoing and very stressful illegal acts by Suntrust, but many other home owners may not have access to such assistance are being preyed upon by Suntrust without those home owners having any recourse.

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 non-monetary relief