Consumer complaint received 2019-05-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: SUNTRUST BANKS, INC.
State: PA

Complaint narrative:
I was advised to apply for Chap. XXXX Bankruptcy back in XXXX due to significant medical bills incurred from my son 's illness. I was assured that our mortgage would be safe and that we could continue making payments. However, during the entire process of bankruptcy until it's conclusion in XXXX, SunTrust mortgage company would not allow us to pay. Our lawyer had tried to set up a special payment plan, but they would not accept our payments or speak with us until the bankruptcy was complete. As soon as the bankruptcy came to a conclusion, I contacted SunTrust Mortgage to resolve our unpaid mortgage. They advised us to apply for the Mortgage Assistance program, which we did immediately. They lost our paperwork, had missing pieces, and eventually we ended up submitting the paperwork three times. Once we were officially in the program, we made our payments on time each month. We were enrolled for 6mo. At the end of that time, we were sent paperwork to fill out and get notarized to complete our mortgage preservation and return to a regular mortgage set up. We filled out the paperwork, had it notarized, and sent it back well before the due date. Our final payment included in the package with the notarized paperwork was cashed by SunTrust before the due date even came ( XX/XX/XXXX check was cashed ). When XXXX came, we had still heard nothing from them, so I called to try to make another payment. I was told that we didn't have to pay XXXX, and by XXXX we would be returning to our regular mortgage payments through their website, with a new balance of {$97000.00} left to pay. The employee I spoke with did let me know that there was a note on our account that they could not locate our notarized paperwork, but she told me that she would figure it out for us. She said worst case scenario, she would just send us the same paperwork to fill out and notarize again so they had a copy. I faxed her a copy of our bank statement showing a copy of the cashed check on XX/XX/XXXX so that they would have proof that the paperwork was submitted. The following Monday afternoon, we received the paperwork in the mail, so I figured they had lost our original. My husband and I both work in the XXXX XXXX, so we work 12 hour shifts. He worked Mon, Tues, Wed ( through all open hours of the notary ), and I worked Thurs ( through all open hours of the notary ). Friday, we went to the notary, had the paperwork completed, and sent via XXXX that afternoon to SunTrust. The following Monday, we began receiving notices that our home was to be placed in Foreclosure. I called SunTrust immediately, and they stated that because we had not returned the second set of paperwork within 72hrs, they had kicked us off of the program and we were being sent for foreclosure of our house. We were never told that we had to return the paperwork within 72hrs, and there was no physical way we could have done that with our work schedules. I called SunTrust multiple times and each time was given a different employee to speak with. Each giving me different answers, and none knowing exactly what was happening with our account. The following week, we were told that they would not accept our final paperwork, despite having cashed our check and lost our original copies from XXXX. They told us we had to resubmit all of the paperwork to get back on the Mortgage Assistance program. We resubmitted that paperwork, and have yet to hear back, despite leaving voicemails for the person who is supposed to be in charge of our account. We currently reside in this home with our two young children, ages XXXX and XXXX years old. We have been begging SunTrust to allow us to make payments on our mortgage. They have been nothing but difficult, unprofessional, and resistant to helping us re-establish good standing with our payments.

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