SunTrust Mortgage Semmes Ave, Richmond

Was going to refinance my mortgage with Hector Diaz through SunTrust. I ended up switching to Rocket Mortgage due to the appraisal never being completed and SunTrust could not even give me an estimate/time-line on when it would get completed. Three months later I am still awaiting my refund for the appraisal fee that I paid but never was able to have completed. I have called SunTrust multiple times as well as correspondence with Hector Diaz and still no luck. My last attempt to email him was completely ignored. I will be reporting to the BBB.

I called to ask about relief during COVID-19. They cancelled my autodraft without my authorization. I missed a payment as a result and settled a few days later when I realized. Due to that one missed payment, my business of flipping houses and property investment has been destroyed. Banks should be helping right now, not screwing us. I've spent more hours than I can count on the phone with them. ---- It took a couple months and a lot of effort, but the issues is now resolved. Moved my review from 1 star to 3.

I have been a solid SunTrust Mortgage customer since 2007 and have never had a late payment. This past fall in October of 2012, I looked into refinancing with them for the first time. I moved ahead with the refi and was given a closing date of January 18, 2013. After much back and forth and 7 Good Faith Estimates later, a closing date was set for February 21, 2013; more than month after the original scheduled closing date. During the process and subsequent delay, I inquired multiple times for updates and was told not to worry, they were just having some issues getting some paperwork they needed and that even thought my contact didn't know the specifics, the issue had been escalated to her boss' boss; she would keep me updated. During this delay caused COMPLETELY by SunTrust Mortgage's inability to get their act together, my employment status unexpectedly changed and I was let go due to lack of work at my company. I was gainfully employed at the time that the closing was initially scheduled and had SunTrust Mortgage been able to keep their part of the "Good Faith" Estimate in tact, this would never have been a problem. I was told that the only thing they could do is refund the initial $212.50 out-of-pocket fees. Talk about a slap in the face! I assure you that as soon as I am able to qualify, I will be taking my business elsewhere!

Suntrust began a "refinance" for me in September 2012. By November, they had asked ALL for the paperwork twice. In January 2013, I called to check status...they "closed" the account since "they didn't have all the paperwork" kept up to date. I was so frustrated to find out they in fact did have all documentation, but they failed to tell me that weekly, I had to submit paystubs. Therefore, I submitted all paperwork again, faxed paystubs consecutively for 6 weeks. I was called weekly to complete a single document over and over- having to "change Only the Date". WHAT company does this?? I called in March to find that is was "closed" again. I gave Suntrust another shot at refinancing in July 2013. I was transferred thru 4 different people to help finalize all documents before closing date. One worker, named Oscar, quoted several false statements, including locking me in at a HIGHER interested rate than he quoted me on the phone and via email. The evening of the closing date, there were many descrepancies on the HUD Stmt. We called to get clarification. The girl I had been dealing with for 3 weeks NO LONGER WORKED THERE!! No one else would help. We signed the papers and I'm still fighting for $575 owed to me. I would never recommend Suntrust. They have no professionalism in returning calls,keeping track of documents, or giving correct information. I'm sorry we refinanced with them.

Been trying for a short sale on our home for 8 years. We have made multiple phone calls, with no return calls back. I have written the head of the loan department 3 lettets, no replies from her. They don't call, send letters, email or anything, but love holding our tax returns year after year, ,,what's going on with this back...Horrible bank, always tell people how bad they are.

Great place great people beautiful area