Corey sent a message to William H. Rogers, Jr. CEO, SunTrust Banks, Inc. that said:
I processed a mortgage with Suntrust that closed at the end of December. My first mortgage payment was due February 1st. I mailed a payment to Suntrust on 1/26/16. I have verified with my bank that Suntrust has received my payment. My problem begins with my loan immediately being sold to US Bank. US Bank does not show that I have ever made a payment on my mortgage. I have contacted SunTrust 5 times and asked them to forward my payment. Here are the problems I face with every call:
Suntrust can not locate my loan information with the loan number on my payment coupon given to me by Suntrust.
I have been asked twice to send proof I have actually made a payment to Suntrust
I have been promised multiple times that a supervisor will call me back within 24 hours
I have been given a promised date that my check would be forwarded to US Bank âyour payment will be there within 5 daysâ.
Mortgages are bought and sold daily. I work in the industry. This is a common issue that happens, but the Suntrust employees act like they donât have a clue what to do to locate my money. Suntrust has my 1st mortgage payment and it doesnât seem like my payment will ever make it to US Bank because I can not get help from Suntrust customer service.
It has now been 30+ days since my initial contact with Suntrust trying to get my payment located/refunded. If this issue is not corrected by April 1st 2016 (60 days) I will be forced to make two mortgage payments in one month to cover Suntrust cashing my payment and then failing to refund/locate my payment.
I hope this email reaches a concerned party because I have exhausted all other forms of communication with Suntrust to no avail. Call centers and local branches all are just asking me to start the process from the beginning. Send me proof of payment and then wait while we request the payment be researched. I have provided ample proof of this payment being made and it should not take 30 days to locate a payment.
Corey
