Consumer complaint received 2019-12-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: SUNTRUST BANKS, INC.
State: MD

Complaint narrative:
I am a XXXX practicing in Maryland for over 20 years. In XX/XX/XXXX my husband and I bought a property in XXXX. The address is XXXX XXXX XXXX XXXX. The property was sold for {$970.00} XXXX, with the down payment of {$200000.00} the original loan amount was {$720000.00}. We also have done the improvement for this property in the amount {$240000.00}. The investment in our part was {$400000.00} in hope that it would be a great property to sell someday. 
In XX/XX/XXXX SunTrust refinanced the mortgage. 
SunTrust solicited us for Equity Accelerator program and in XX/XX/XXXX we signed up for the biweekly payments starting in XX/XX/XXXX. 
On XX/XX/XXXX, the XXXX light in one of my XXXX rooms separated from its overhead mounting pole, fell, and struck me in the head and eye. A Registered Professional Engineer concluded that this lamp was defectively designed by XXXX, XXXX and improperly installed by XXXX XXXX XXXX. Since this traumatic incident, I have experienced numerous XXXX XXXX and XXXX symptoms for which I have been receiving medical treatment. I was also diagnosed with XXXX XXXX and had a XXXX in XXXX of XX/XX/XXXX. I also had to undergo an XXXX XXXX in XXXX and an XXXX XXXX XXXX XXXX on my XXXX in XXXX. I had to go through several XXXX   XXXX and XXXX XXXX. Unfortunately, I continue to suffer from these symptoms and those symptoms are now XXXX. 
Throughout this ordeal I continued to work but only part time. I did hire an associate so I would not lose my practice. 
I contacted the SunTrust mortgage to ask for the loan modification in XX/XX/XXXX because I realized that we were in danger of falling behind. I was told that we have to be in default to be considered for the modification and that we could not make partial payments. I and my husband took the money out of retirement plan and all the savings to continue paying the mortgage until the money ran out. I contacted the SunTrust on several occasions and was provided with the application for the loan modification. I filled out the application, was refused and then directed to file an appeal. I did file the appeal, was provided with THE SAME APPLICATION. Filled a new application out and filed it ; was refused and directed to the appeal with the same APPLICATION provided. This circle was repeated 5 times. We had to file for bankruptcy. Our financial situation got so bad because SunTrust refused to consider the modification that would obviously help the situation. 
There was a mediation to try to prevent the foreclosure but the representative of SunTrust was not sympathetic and the house was sold to the SunTrust in XX/XX/XXXX. 
Now my friends offer to buy this house so we can rent it from them and dont have to move. We contacted the XXXX agent who instead of responding to us serviced us with the eviction papers. Both the real estate agent that was hired by your bank and the XXXX XXXX XXXX keep ignoring any contacts that were made by us and our attorney. 
Recently, I found out that SunTrust mortgage Violated Federal Mortgage Servicing Regulations that went into effect XX/XX/XXXX : 1. Telling homeowners that they must be in default to qualify for a modification SunTrust indicated that we MUST be in default to qualify for the modification 2. Requiring homeowners to resend information SunTrust repeatedly asked us to submit the application again and again with the same information. 
3. NPV calculation were not included in any of denial letters or documents that we received. 
I do understand that modifying the loan is not in the Sun Trust interest but the way Sun Trust handled our case caused us to lose our savings, our money that we put into this house, we had to file for bankruptcy because we could not pay anything else but thee mortgage but we are ending up losing the house. This cased even more stress and aggravation on my health, I have to consult with XXXX on this issue because my XXXX became unmanageable. 

I am asking you to look at all of the documents and reevaluate the way this case was handled. I do not want to peruse the legal rout to resolve this issue but if we do not find the way to come to the mutual agreement, we will have no choice but proceed with resolving this issue in court.

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