SunTrust Banks, Inc. Mortgage Complaint

SunTrust Banks, Inc. Mortgage department,

Conventional fixed mortgage Loan servicing, payments, escrow account Colorado

I contacted SunTrust Mortgage about paying off my house on -/-/16. I spoke to - and was told I would need to stop automatic payments from my checking account.. I asked her to please do so and she said it was taken care of. She then told me to write a check for the full amount of $1300.00 and if I wanted to, add a bit more to cover interest for the few days it would take for the check to arrive at SunTrust. She instructed me to include my name and account number. I followed these instructions and sent in my check and paperwork the next day. When I did n't hear from them by -, I called and spoke to - and she told me they had closed the account the previous day. That they were sending my escrow plus over a thousand dollars in addition to that. I questioned why I would be getting over


I told her that - had said that automatic payment had been cancelled on - -. She said that apparently it had n't been done. I asked that the money be placed back into my account as it caused me to be unable to pay some of my other bills to have that money gone. She said her supervisor - - wanted me to send a copy of my bank statement to prove that they had withdrawn the money. Although they just told me they had done so, they now wanted me to prove it. I sent a picture to - showing that page of my bank account. I received a message from - the next day saying that - now wanted a hard copy of that statement and that - would call me later that day to take care of my account. That was - and I 've not heard from them since. Today, -, I have called twice and requested to talk to - and been told she will call me back. That was 3 hours ago. I told them the first day when they said they took the extra payment that it would cause me hardship paying my bills and that I would hold them accountable for any fines or charges I received as a result of their mistake. I was told that they were going to mail me that check and the escrow money within 15 days. Rather than credit it back into my account that day as I requested. I feel like I am getting the run around and that I am being penalized for their employees error. I know we all make mistakes, not a big deal. But their failure to rectify this in a timely manner is why I am contacting you. Can you please help me?