Consumer complaint received 2016-05-16 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: SUNTRUST BANKS, INC.
State: VA

Complaint narrative:
My complaint # XXXX was erroneously closed by the CFPB just because suntrust responded. This is not the first time the CFPB has closed my complaint even though suntrust REFUSES to address it. Completely unacceptable for a business that supposed to " protecting consumers ''! I called the suntrust executive office on XXXX XXXX and talked to XXXX XXXX. I explained to her that ALL of my emails to XXXXXXXXXXXX in the last few months were IGNORED and asked her why. She said she did n't know why but said that is not how suntrust does business. I pointed out to her that that obviously is how suntrust does business otherwise someone would have responded to my emails. It 's also obvious that REPEATEDLY LYING TO CUSTOMERS is also how suntrust does business and THEY DO NOT CARE. I told her about the ongoing problem the last 3 years of NOT getting a correct mortgage bill AFTER I pay my escrow shortage. How can they cash my check for the escrow shortage and then send me a bill for the exact same amount I just paid them?? THAT IS A SCAM!! I also asked her why my escrow has been short 3 years in a row. I 've had mortgages with other lenders and NEVER had any problems with getting a correct statement or had my escrow short EVERY YEAR. She told me she would open a case for my complaints and call me the following Monday, XXXX XXXX. She of course did NOT call me back. So I tried calling her on XXXX XXXX and was told by XXXX that XXXX XXXX was gone for the day. I called again on XXXX XXXX and briefly talked to XXXX who refused to answer any of my questions. I called AGAIN on XXXX XXXX and finally spoke to XXXX XXXX again. I reminded her of my conversation with her on XXXX XXXX and that she said she would call me back. She LIED and said that she thought my complaints were being handled by the social media team. My complaints were NEVER going to be handled by the social media team because they NEVER answered my emails and my complaints on XXXX about XXXX XXXX never calling me back were removed and I was BLOCKED from posting any more complaints, even others are still allowed to post theirs! During my conversation with XXXX XXXX on XXXX XXXX she told me again she would have someone look into my complaints and she would call me back on Monday, XXXX XXXX. She even went so far as to tell me she " put it on her calendar '' which was also apparently a LIE because of course SHE NEVER CALLED ME BACK. I am so tired of being DELIBERATELY LIED TO REPEATEDLY BY PEOPLE WHO ARE HANDLING XXXX OF DOLLARS OF MY HARD-EARNED MONEY. This is completely unacceptable!!!!! These people have absolutely no business handling other people 's money!!! I need written, verifiable proof that someone is working on a resolution to my complaints and I need a FULL NAME ( FIRST AND LAST ) of the person/people resolving my complaints along with their direct phone numbers. Is there anyone at suntrust who knows how to tell the truth?????

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