SunTrust Bank Mortgage Complaint

SunTrust Bank Mortgage department,

Home equity loan or line of credit Loan servicing, payments, escrow account Virginia

- I am filing this complaint because : 1. I was not given an address or expected monthly payment date of the HELOC during the closing at the - Suntrust Bank location 2. I was given the run around in attempting to find out why the account remained frozen 3. The number I was given to pursue the issue was for the " Home Retention '' department at Suntrust and I fear that I was intentionally misdirected in my search for answers so that Suntrust could foreclose on my home 4. I was not informed that the account would be closed based on my answer to the question, " Do you feel the bank was at fault in this situation? '' 5. The closing did not take place at a title company in which payment details would have been discussed 6. I was not informed that paying the HELOC by credit card is actually a cash advance from the credit card and not simply a payment against my credit card On - -, - I applied for a Home Equity Line of Credit with Suntrust Bank. I chose Sunstrust Bank because my mortgage is through the same bank. The process


I continued to pay my mortgage, of course, but never received a bill or statement for the HELOC, nor was the statement available electronically. On or about - -, - I received a phone call from a person that identified herself as a Suntrust Bank employee asking for personal information. I was distrustful of the approach and decided to inquire of the situation, ( as to why my personal information was requested by phone ), in person at the -, VA branch office. On this visit I found that my HELOC was past due. I paid via credit card, the overdue balance and the next month 's payment. I was told that the HELOC account was frozen and would not be available for withdrawal for 72 hours. About 3 days later I returned to the bank and was told by the teller that the account was still frozen. I was given a number to call to obtain more information. I was told by a customer service representative at that number that I was few hours off of the 72 hour deadline and to try again the next day. Due to the holidays I was not able to try again until - -, -. The account was still frozen on - -. I was told to wait another 72 hours. I returned to the bank on - -, -, the account was still frozen, at this time the mortgage processor attempted to gain information pertaining to the situation from the number that I was given previously. He was told that the account needed to be reinstated. I completed the reinstatement form, had it notarized and faxed from the - location. I was told that it would take 7 to 10 days to complete the request. I returned on - -, the account was still frozen, I was told to wait a couple more days. I returned on - - and was told that the account was still frozen. At this point another - branch employee attempted to gain information as to why the account was still frozen, this person also requested that the findings be relayed to me diraectly. On - -, -, I was told that the reinstatement form was not received by the bank, even though it was faxed by the - location employee, ten business days previously. In this conversation I was asked if I felt this was a bank error, I responded that I was n't sure, and probably not, if the notice was lost in the mail. The employee responded that, because I did not state that I felt the bank was definitely at fault, the account would be closed and I would have to reapply for a new HELOC.