Dear Mr Rogers: I have been a SunTrust customer since 1994. I have a line of – William Rogers email address

Roseanne Clements sent a message to William H. Rogers, Jr. CEO, SunTrust Banks, Inc. - email address that said:

Dear Mr Rogers:
I have been a SunTrust customer since 1994. I have a line of credit on my home.
In November 2016 I experienced damage to my home which was covered by my home owners insurance company, Citizens. Citizens provided a fairly quick response to my loss and issued a check for repairs in January, 2017.
The amount of the check is just under $24,000.00
I took funds from my saving accounts to begin the repairs while waiting for the check from Citizens.
When the check arrived it was made out to both myself and SunTrust.
This is when my nightmare began. I followed the instructions provided by Loan Servicing and completed the Affidavit of Loss and Repair, submitted required paperwork to the proper offices in Nashville with a request for the bank to endorse the check to me so that work can be completed.
From that point forward I did not received and communication from the bank. I have spent hours trying to track down the check which is now sitting on someones desk in the back office in Nashville.
I am a senior, on a fixed income, and dealing with serious cancer related health issues.
I have requested that the individual who has the check please contact me . They have not. I have had the most difficult time getting names or phone numbers for anyone these employees.
I was told via a Loan Servicing associate that I needed to complete the repairs and request reimbursement.
I have not received any written or verbal communication from bank employees regarding the policies or procedures or that they even had the check.
This is just totally unacceptable.
SunTrust employees need to work with customers, not put up barriers.
I am requesting that you follow up on this issue. No one in the other departments feel it their responsibility to assist.
As of today, it is my understanding that Amanda Thomas has the check. 804-319-4726.

Thank you.
Roseanne Clements
561-310-6309
roseclements50@gmail.com

I would like to mention that Kara Whitfield,
800-786-8787 x 1000929, went above and beyond to find out where the check went and who currently has it on the desk.
Other than Ms. Whitfield, my requests for assistance have fallen into some black hole.

Comments are closed.