Consumer complaint received 2017-03-29 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: NC

Complaint narrative:
I signed a Bi-weekly payment plan with Suntrust Mortgage to be auto drafted from my Checking account at XXXX in XX/XX/XXXX for drafts to begin XX/XX/XXXX. I had to make a full mortgage payment in XX/XX/XXXX for XX/XX/XXXX, and the auto drafts in XXXX were to be credited to XX/XX/XXXX payment, keeping me paid a month ahead. That is not whats been happening. Suntrust Mortgage continually harrasses me via telephone and via past due notices, and shows my account past due. They are holding my drafts in Suspense. I have called them each time i get the past due notice and they tell me in XX/XX/XXXX, Suntrust " changed '' my Bi-weekly plan I signed to their " Sure Pay Plan '' and are holding my drafts in suspense, making my payments past due, when in fact they are not and should be showing paid a month ahead. This has not been happening. On XX/XX/XXXX, I called them again because I got another past due letter for XX/XX/XXXX. My drafts submitted on XX/XX/XXXX and XX/XX/XXXX which should have been for my XX/XX/XXXX payments. When I called, they stated the payments were still holding in suspense and they would release them ... ... again. I was also told that they would re-instate the Bi-weekly plan as I did NOT authorize any change to that plan, THEY changed it without my authorization. Now I have received my mortgage statement in the mail for XX/XX/XXXX. They are showing XX/XX/XXXX is past due. and now XXXX will be due. They are not following through with what they have been telling me since XX/XX/XXXX and it has ruined my credit., which I was also told by customer service on the XX/XX/XXXX phone call to them that they would fix my credit and put me back on the original plan. I have proof from XXXX they have been Drafting my checking account everytwo weeks ( my pay days ) for Suntrust Mortgage. I am filing a complaint against Suntrust Mortgage for unlawfully holding my monies, and harrassing me for past due payments which they already hold in suspense, and on top of that they are charging me late fees for payments that are NOT LATE. They need to refund me all my late and past due fees they have assessed and continue to assess, and return my Biweekly arrangement as originally signed for, fix my credit rating for their negligence and unauthorized change made to my payment arrangement, showing my account paid a month ahead as what it was originally set up to be. I should not owe as much as they continue to state I owe. Right now, for XX/XX/XXXX-XX/XX/XXXX they show I owe {$1100.00}, but are showing there is an UNAPPLIED FUNDS balance of {$530.00} they holding in suspense. I should not have to call them everymonth to release those funds, which is whats been happening. Because of all these issues with Suntrust, I ca n't even re-finance the balance with any other lending institution because Suntrust has ruined my credit. And I also had requested in writing, along with a copy of my Divorce Decree, to change my name back to my maiden name of XXXX ... ... they STILL have me listed as XXXX. I have been divorced since XXXX and I remain in the home and have been paying the mortgage. My ex-husband cant get his name off the mortgage because Suntrust has ruined MY credit and cant get refinanced in my name alone. 
My Mortgage Account Number is : XXXX Property address is : XXXX, XXXX NC. My mailing address is : XXXX, XXXX, XXXX NC XXXX Please help me to clear this up with Suntrust Mortgage as I am at my wits end and may have to get an attorney if this is not cleared up and my credit repaired. 
Thank you in advance

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