Consumer complaint received 2021-01-24 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
XX/XX/XXXX, I called SunTrust ( Truist ) Mortgage, to refinance a home loan I have had with them since XXXX. I had XXXX credit score and had never made a late payment in the 10 years of my initial loan. 

I requested an approximate {$50000.00} loan. This was against this home property that now appraised for {$110000.00}. The {$50000.00} would pay {$28000.00} XXXX approx. ) to pay off my initial SunTrust loan, and the balance would provide me with money for home repairs I had just made, and wanted to make. 

I had initially applied for a loan with XXXX XXXX XXXX. I changed to SunTrust when I realized their interest rate was 2 % lower. In XX/XX/XXXX, as is normal procedure, XXXX XXXX requested an appraisal, to which I paid {$500.00} for. ( My home valued at {$110000.00} XXXX. 

When applying for my loan on XX/XX/XXXX - just a little over a month after my appraisal was completed by the appraiser - I advised the loan officer with SunTrust that it was very important that I use the appraisal I just got, as I did not have an additional {$500.00} for one ( I live alone and off of social security, and live month to month ). I sent him a copy of my appraisal in an initial email as an attachment. 

I was transferred to a local SunTrust loan officer to finish my loan process. I sent that loan officer an email with my request to use my 1 1/2 month old appraisal. I sent him a copy in my email also. I also sent a copy mentioning my need to use my appraisal to another individual in the XXXX SunTrust office as well. 

The process I went through with SunTrust became concerning. They were not helpful by returning calls or emails. I felt I had to almost harass them to get a response on my loan status or on paperwork I questioned. Sometimes not getting a response for two weeks. 

I had always provided every document requested within 24 hours at the most. I did everything possible to keep this loan on task. I sincerely question anyone but me cared to complete it. I worked for years in mortgage loans and servicing, and banking, and felt, even with COVID excuses, they were not following through in any form of a timely manner on my loan. 

At one point, I was provided final papers for me to approve, to which I questioned their charging me {$540.00} for an appraisal they had not done in the loan cost section. I emailed to remind them I had sent them an appraisal several times that I had asked to be used. SunTrust never requested or ordered a different appraisal, so I figured they used the one I provided. I saw no other way my loan had gotten to the final stage for closing if they had not used my appraisal. 

At that point, SunTrust stated they did not have the appraisal. Well, I have several emails where I sent the appraisal to them almost 4 months earlier, and sent yet another attachment of my appraisal. They then told me " I '' had to request the appraisal be transferred to them. 

After contacting XX/XX/XXXXXXXX told me SunTrust had to request this be done, I could not. I immediately advised SunTrust. This took several weeks additionally - where I was looped with XXXX XXXX and SunTrust. 

SunTrust held my loan up XXXX XXXX months from my initial request, due to their unprofessional, unconcerned for the customer attitude. My appraisal situation was at forefront and provided to them to handle however they needed to in order to make my appraisal and loan work, or to advise me otherwise. They received their first appraisal attachment and my request to use it as such XX/XX/XXXX. 

I finally received an email from SunTrust at midnight XX/XX/XXXX stating " Our appraisal team has reviewed the appraisal from your previous lender and provided the following '' " Unfortunately, we would not be able to use this for a conventional loan because the appraisal expired on XX/XX/XXXX and due to it being a transfer, we would not be able to obtain an update ''. 

Where " conventional '' came from, I do not know. My loan has never been a conventional loan, my first loan with SunTrust was not, my request with XXXX XXXX was not, and this request was not ... .. all were FHA XXXX 

This has been a nightmare, financially, emotionally, and mentally. These people have - not tried to work my loan in any timely fashion, especially since my original loan is with them, and I provided everything within 24 hours of their request. 
- I am out {$500.00} and now have had to get a new loan, paying {$540.00} for another appraisal as thanks to SunTrust not being professional, caring, consistent, etc. in closing my loan - I tried to email SunTrust to ask what this was about my loan ever having to do with a conventional loan - ( I have copies of signed FHA request paperwork ). The emails came back - they had blocked me. I feel they did this as they know they truly made many mistakes costing me time and money .... and stressing me horribly. How I have not had a literal XXXX XXXX, I do not know. 

I made the comment to SunTrust that I felt that I was almost, if not, being retaliated against for complaining or begging to get responses or statuses on my loan over this loan period of time. 

I then went to reviews on a complaint site and was shocked at how many one star out of 5 stars they had. I felt their " attitude '' was regarding me, but obviously I am not alone in receiving poor treatment from SunTrust I have all copies of my emails with SunTrust individuals and can forward however you would need. 

MY ADVISE TO ANYONE CONSIDERING DOING BUSINESS WITH SUNTRUST/TRUIST -- -- -- - DON'T.

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