Consumer complaint received 2019-06-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: SUNTRUST BANKS, INC.
State: PA

Complaint narrative:
I have been a client of SunTrust Mortgage since XXXX. with no issues ever until now. On XXXX XXXX I paid my mortgage pymt. as usual on the SunTrust website. OnXX/XX/XXXX, the full amount was withdrawn from my bank and recieved by SunTrust. XXXX XXXX I recieved a letter from SunTrust stateing that my pymt. '' has been returned to us by your bank for the following reason ; DFTno authorization Authorization revoked by customer '' thats word for word whats on the letter. I immediatly called SunTrust to find out whats going on. The only ph # i have is the dept. for collecting debts and that this call is being recorded. I assured the person I spoke with that neither me or my bank would have pulled that pymt. I was told to go talk with my bank, which is XXXX XXXX  XXXX. I spoke in person with my bank and thay assured me no action whatsoever was taken on my pymt. to them othe r then processing it thru. I called SunTrust back and told them no such action was taken and that their website even shows that the pymt. went thru and i have a conformation #. i wa stold the issue was being referred to the Research dept. and someone would get in touch with me.As of XXXX XXXX i have been in constant contact with the research dept ( I can not call them directly I have to wait until they call me ) I have sent them per their request my monthly statement for XX/XX/ several times. i have sent them the Data Transaction Sheet at least 5 times. And all evidence shows that the pymt. went thru to SunTrust on XXXX XXXX. We have also had 3 teleconferences with my bank personal because SunTrust wanted to hear from an actual bank employee that the pymt. was made. One of these calls I was in the XXXX XXXX  XXXX on vacation on a beach. Now I have been recieving letters from the Dept. of there company that deals with back pymt ; s. because sinc this XXXX debacle i can not make anymore pymt 's. So I've fallen behind due to no faultof mine and entirely that fault of an incompetent research dept. As of XXXX XXXX i recieved a call from SunTrust and the women said that the research dept. is asking for both sides of the paper check that made my pymt. on XX/XX/XXXX. I said lady, i paid it online on your website, she said that the bank would have written a paper check and sent it to SunTrust. I coild n't believe what she was asking me for. so to be as compliant as possible, which I have been for 2 months now, i said that i will go up to my bank and ask for the paper check that doesn't exist. I went up to my bank and to the womens office that has been helping me with this and gave her my request. She politely chuckled and said I am 99.9 % sure we don't send paper checks on an electronic pymt. but i will check to make sure. She came back and sure enough there is no paper check on electronic pymt 's. i tried to call them back, as usual got a different person because the person I was talking to was in a meeting. so i explained my situation and they took note and would refer it to the person I've dealt with. Can you belive this? Now every peice of documentaion i have sent them over the past 2 months shows that pymt. went thru to sunTrust. Now their asking for things that don't exist. I did ask to speak to a manager and got his, or her voicemail, and i left a very detailed msg with my ph # to call. now i have late fees and penalties accrueing, my credit score is damaged, I'm losing sleep,  and the tension I get every time i talk with these people is horrendous.SunTrust lost my money somehow and expect me to find it for them, and they just refuse to see that the money was paid and nobody recalled it, and I don't have it. This is the most unprofessional way to do business I have ever had the displeasure of.I am at my wits end with what to do, where to go, who to talk to.

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