Carol A Armistead sent a message to William Rogers that said:
William H. Rogers, Jr. C
Chairman, President and Chief Executive Officer SunTrust Banks
Today, Friday, September 25, 2020 is my 3rd call to SunTrust Client Services this week. While I write this letter, I am still on hold. Each time I call I hold from 25 - 45 minutes or more. I have been transferred to more than 6 individuals during my calls this week to Mortgage Client Services still with no resulting solution to my simple request. It is now 3:04 pm on Friday, and I believe the representative has spitefully put me on hold because of my frustration.
I am currently trying to get a current/updated copy of my October 2020 mortgage billing statement after my September 2020 mortgage payment posted on September 22, 2020. I am currently under the COVID-19 relief program. The updated billing statement would show that I now only owe for October 2020.
Three times since September 22nd, I have been told by client services representatives that the new billing statement would be available in 24 â 48 business hours; yet it is still not available. Each time I call Client Services we have to start the process over as though no previous request was made.
Will you please help me or direct me to someone who will help me?
Carol A Armistead