Consumer complaint received 2019-10-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: SUNTRUST BANKS, INC.
State: OR

Complaint narrative:
Regarding previous complaint # XXXX I do not agree with your decision. I have reached out to XXXX XXXX, my title company, hope for homeowners hotline. They all say there is no PMI listed on any of my final documents. My documents I have dont show PMI either. The 80/20 loan was to avoid PMI in the first place and was very pushed so my monthly payment wasnt even higher. I spoke with the manager at XXXX XXXX and he brought up all my documents and no where on them state PMI. He said PMI is done when you close your loan and would of been discussed. So why would it be sent to XXXX XXXX and how was it sent to XXXX XXXX is I didnt have it?! I also was told my 2 loans were in a waiting pool as the first one is modified and finished they would evaluate the second one for a modification and many loans are extinguished. Suntrust also said majority of the time once the first one is done they modify the second as they base it on your financial capability of making the monthly payments, that they wouldnt wan na modify my first then me have issues paying my second and be in the same situation I was. This is what your loss mitigation told me. Your company is the one who mention there even being a modification for the second mortgages. I also received two letters 1 for each loan from suntrust saying my credit report had been updated do to clerical error from your company. My credit report had then been updated and at that point there was no defaults. So another reason why was it sent to XXXX XXXX if I was never in default as you claim that was the reason it was sent. Also Both loans are completely gone off my credit report and have been. My other companies say payed in full transferred or closed since and the date. So why was both loans completely removed? XXXX XXXX contacted me saying that suntrust had not done my modification correctly and did not include all my escrow and I was short over XXXX dollars but you claim different? My modification also was never recorded and cant be found. I understand you say that not all second loans qualify for modifications but what if mine did your saying not all. I never even was given a fair chance as I never received a fair evaluation to even see if I qualified. Which with your loss mitigation said I had I really good chance. Youre company was the one who told me about the modification for second loans in the first place. I even took a trip to XXXX Oregon when suntrust came and went over everything about Hope for homeowners and options. Then received a letter from XXXX XXXX shortly after my loan was transferred to XXXX, demanding me to pay XXXX the amount of the second loan. Because there was many scams going on at that time, I reached out to Suntrust to let them know about the letter I received. They said my loan was written off and my loan was closed. At that point I figured it was written off because of the second mortgage modification process that suntrust had told me about. Once I called XXXX XXXX I informed them that it must be a mistake because my loan was written off. They then told me that my loan was sent to them because I had PMI. At that time I called suntrust back to see why it was sent to XXXX XXXX in the first place for one because they said it was in a waiting pool for modification, two I wasnt in default according to your clerical error and three I never had PMI nor was informed I did and never payed for it as most buyers do to protect the lender. Its not on any of my documents stating anything about PMI what so ever nor does any of the companies I reached out to see it on any of their documents. Once I called Suntrust the second time they said its been written off and they had no more information regarding my loan. I would like a better look at all this. As I have documentation you never ask for. XXXX from suntrust said everything on their side looked correct. Then once I said I have documents you sent updating my credit report at that time she said I dont have those can you get them to me. Then she said since it was now being evaluated at the head quarters I would have to talk to them. This is completely unfair to me. Your company has done similar situations to others. I have reached out to an attorney but am truth to give you a fair chance to evaluate this fairly and save me time and unnecessary money.

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