Consumer complaint received 2015-12-22 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: TX

Complaint narrative:
My mortgage was sold to Suntrust Mortgage in XXXX. They sent me correspondences to my home notifying us of the change. We have never been late on a payment and actually pay ahead on our mortgage so it can be paid off early. Everything was fine until XXXX/XXXX/XXXX when I received a phone call from their collections department. They told me that I had not paid the complete amount of my house note. She showed my house note to be $ XXXX. I told her that was not correct that my house note was {$1000.00}. She disagreed with me. She then put me on hold. After returning she explained that Suntrust had put lender applied insurance on my home. I explained that I have continued coverage on my home since I purchased it in XXXX XXXX. I told her my policies and who they were through. She asked me to verify my mailing address. I told her it was the same as my home. She disagreed. She then got another department on the phone. They finally where able to get it corrected after multiple security questions. She then was connecting me to their insurance department. She disconnected me. I called back finally reaching the insurance department. I talked to XXXX. After putting me on hold for a few minutes found that I did have a policy and said everything was fine and it would take 2-3 business days to get a refund into my escrow account and 14 days to get my account straightened out. We were out of the country and returned on XXXX. When I returned they had sent me another statement that had the inflated $ XXXX payment again. I called them on XXXX to find out what was wrong again. After they dropped my call twice I finally reached their collections department again. They had not removed the lender applied insurance and had charged me a second premium. Note that my annual premium is less than {$2000.00} per year. They are now charging me {$1700.00} per month. At this point I called their customer service number to reach someone who could assist with my issues. They could have cared less. She sent me to the " tax '' department. The tax department attempted to send me back to customer service who disconnected me again. I called back again and asked for their insurance department. When XXXX XXXX answered I asked to talk to a supervisor. She said she would assist and if could n't help she would pass me on. She reviewed my policy and found that the city in the address on my declaration page for property address insured was XXXX instead of XXXX XXXX. I told her it was the same area but she would not accept. She said she needed a new declaration page. I called my insurance carrier who faxed them the corrected declaration page on XXXX. XXXX I called and talked to XXXX at Suntrust to make sure they had everything. He said they did and I would get a credit for the amount they had charged me. XXXX I get a letter from Suntrust stating they had credited my account back XXXX/XXXX/XXXX. However they were going to charge me {$4600.00} going back to XXXX/XXXX/XXXX to XXXX/XXXX/XXXX. I will start working on that today. My issue is they mailed me letters to my home when the purchased mortgage from XXXX XXXX. From that date until XXXX/XXXX/XXXX I have never heard a single word from Suntrust. Finally they called my cell phone for collections Why have n't they ever called me before now? I have talked to their insurance group at least XXXX times in the past month asking them multiple times what is needed to get this resolved. Then I get another letter for something that has never been brought up before. They never, during my 4-5 hours of conversations with various parts of their organization, ever mentioned the lender applied insurance going back to when they purchased my loan. I also talked to them about the extra money I paid to them last month for the incorrect mortgage payment. I was unable to get a definitive answer and face it again this month.

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