In July, my husband and I bought a new truck. The dealership set us up with financing through Suntrust Bank. Everything was fine for the first couple of months. We moved and I lost the envelopes they give you to send out your payment. I immediately called Suntrust and got their mailing address. I resumed making payments as usual, always paying more than what was due and ALWAYS on time.
Fast forward to this month (August). My mother-in-law gets a phone call that our truck is going to be repossessed. My mother-in-law is elderly and was very upset when she called me. I was confused. I had made all my payments on time. My husband called Suntrust, and we figured out that when they gave me the address they gave me some wrong information, and my checks were not going to them.
Now, I admit this part is my fault: I do not keep up with my bank account as often as I should. I get online statements, I deposit paychecks of $1500 at a time, and we are just married with a new house. I did not realize the checks were not getting cashed. That is my fault. However, they had not been getting checks for 5 months. They never once called and never sent any mail. Nothing. I was furious. We did a little bit of online research and found a lot of postings from people who said that they called Suntrust and were able to pay the past due amounts plus fees. When my husband called Suntrust, he got transferred to the repossession department. That is when the trouble starts.
My husband's account representative is Holly Rider. He calls and gets bounced around and eventually ends up with her. She immediately puts him on hold for 15 minutes even though he tells her he is at work and cannot be on the phone long. After 15 minutes on hold, he gets hung up on. He calls back and gets a woman by the name of Rose. He asks her to help, and she transfers him to Holly. Holly snaps at him, makes some rude remarks, and hangs up.
Finally sick of it, he calls and asks for a supervisor. They wanted him to give his account information before they would do that. He was unwilling. They chewed him out but FINALLY said they would put the supervisor on the phone. Of course, no one picks up. So he calls back. At this point all we want is to work out a payment arrangement. Surprise, he gets hung up on again.
Finally, after 3 HOURS of calling, this woman Holly talks to him. She refuses to let him pay anything less than the full amount, even after he told her that he had talked to people who were allowed to just pay the past due. Holly told him payment arrangements were at the discretion of that department, and after "further review" of our account, they would not allow him to pay anything less than the full amount due. She said we needed $13,700 by noon the next day or they would come get the truck. I do not know ANYONE who has that just lying around.
So we tried to talk to every supervisor available. No one helped, and we just kept getting hung up on. Finally we found out that my mom would lend us the money to pay it off. The next morning she transferred the money into my checking account. We called Suntrust to find out how they wanted us to pay it. Then the fun began again. We had until noon to take care of this. At 8 a.m. we started calling. And again we were hung up on, yelled at, and hung up on. We asked for a supervisor, and no supervisor was given. Nothing. Finally we got a hold of Holly.
After yelling at my husband, she gave him Western Union information for us to wire them the money. We went and wired the money. We called her, and when we FINALLY got ahold of her (after an additional hour of trying), we gave her the MTCN numbers she needed. I asked when the title would be sent. She said a few days. Fine. I then asked her if we could have an itemized receipt. She said NO. Can they make us pay $13,700 and not give us a receipt of exactly what we paid?
Furthermore, if anyone has any contact info for a complaint department, that would be great.
These people were rude, and we were hung up on over 50 times in 24 hours. We have to have some kind of recourse. This is utterly ridiculous.
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