Consumer complaint received 2017-01-31 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: KY

Complaint narrative:
The mortgage company that currently holds my mortgage, SunTrust Mortgage , Inc. XXXX XXXX XXXX XXXX XXXX VA XXXX has not paid my county real estate tax bill that I received in XXXX. 
On XX/XX/XXXX I contacted via phone, SunTrust and told them I have received my tax bill from the XXXX County, Kentucky Sheriff. I spoke to XXXX in the tax department. I was told that they would receive the bill electronically and that it would be paid. On XXXX XXXX I received a Past Due notice from the sheriff 's office that the real estate taxes have not been paid. I contacted SunTrust and was told to fax them the real estate bill and that it would take 14 business days to process. On XXXX XXXX I called the county sheriff to ask if the bill had been paid. I was told no. I ask who do I contact to get the bill paid, I was told to contact the closing law office. I called the closing law office immediately and was told by them to contact the mortgage company. I was also told that I am not responsible for any fines and/or penalties for the late payment of the tax bill. On XXXX XXXX I spoke with XXXX in the Tax department at SunTrust. He said the it would take XXXX48 hours for them to research the the account and tax bill and then they would be able to pay the bill. He also said that I did not have to fax the bill because they already have received it.On XXXX XXXX I called the sheriff again and was told the bill has not been paid. I then called SunTrust on XXXX XXXX and asked the status of this tax bill payment. I was told by XXXX in the tax department that they are still researching it because no notes have been posted to my account. 
The mortgage company SunTrust have been notified since XXXX XXXX of the receipt of the tax bill and that they are contractually required to pay the bill upon receipt. There was and still is money in the escrow account that was established when the mortgage was originated. Monies were put into the account at the closing, 8 months of tax payments, and 3 months of homeowners insurance. they have also received 6 months of mortgage payments with the escrow amounts included. 
My complaint is the SunTrust Mortgage Company has failed to fulfill the contractual obligations established in the original mortgage contract and upon me inquiring numerous times why this bill was not paid in a timely manner was not given a direct answer and upon them receiving notification from me of the delinquency of their paying the account still have not paid it. This effects me by 1 ) having a past due tax bill which could allow for a lien to be put on my house and possible foreclosure action started and 2 ) by not paying the tax bill on time I am not able to deduct it from my XX/XX/XXXX federal and state individual tax return which will make me have a higher tax liability because the tax was not paid in XX/XX/XXXX. I have not been able to calculate the actual amount as I am still awaiting my XXXX to complete my federal and state tax returns and 3 ) I do not know if this is something that could affect my credit rating.

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 monetary relief