SunTrust Bank Complaint - AWFUL Customer Service, Borderline Insurance Fraud
I had received a series of mail messages from Suntrust with regards to the flood policy for my Condo Unit. Upon receipt of the very first message, I contacted the Insurance carrier for the association BB&T to send the appropriate information.
I called Sun Trust, and an agent called my Insurance company with me on hold. The agents spoke, and the Sun Trust representative told me that she would personally follow up with the insurance agent to be sure that the information was aquired.
A month of so later, I received another letter that there was insufficient information with regards to this policy. I then called the insurance agent and the insurance agent called and spoke with a representative at Sun Trust, and they reached an understanding of what documents were to be sent.
I then received another letter that said due to my non-responsiveness - SunTrust went ahead and purchased a flood insurance policy on my behalf. They took the money out of my escrow account - delaying payment of my taxes, and then proceeded to bill me for the shortage in my monthly mortgage statement (that apparently they can adjust without my consent).
What is so appalling about this entire situation is that SunTrust had on record that I had a flood insurance policy - and that they had misread the policy thinking that the building number was not on there - when it was. They should have seen the numerous call ins that I placed to both the customer service and the insurance department - and postponed purchasing the flood insurance. I think they were getting a kickback somewhere along the lines with the writing of those policies.
When I finally got the two parties together and the correct information was acknowledged - it took 15 days to cancel the policy. It took a considerable amount of effort on my behalf to get this straightened out. I have been waiting for the escrow department to analyze my account to issue me my refund...they take their dear sweet time because they have my money earning INTEREST!
To boot, almost every representative I spoke with was RUDE and indifferent to my situation. I had several personnel in the insurance department make rude remarks and behave very inappropriately.
This has disgusted me, and it is not the first time it happens. Suntrust Mortgage's Insurance dept is inept, and they send these flood insurance letters each and every year. PATHETIC excuse for a company.