I have an auto loan through Suntrust Bank. My rate is great, but their customer service is the worst I have seen. I am in the process of refinancing my house through a different bank. I needed my payment history for 12 months (which is how long I have had the loan), so I called and asked for a copy of the history. The lady I spoke to said they would mail it to me within 7-10 days. I told her that was too long and I needed it sooner. She said, "Well, we can fax it in 3 days." That was still too long, but it was my only option.
Three days later I got a fax with someone else's account information and payment history. I called to see what was going on, and the lady said they would pass this to a supervisor and that they would fax it that day. Two days later there was still no fax. (At this point I am about to lose my rate lock for this piddly information.) I just called today, and they said they faxed my info to the wrong fax number. This is unacceptable. If you want others to get your information and you want to get other people's information, use this bank. If not, I would go elsewhere.
Since today is Saturday, they cannot send me the info because the lady says they cannot access payment history on the weekends. Who knows if I will ever get it. I just hope that, since the company I am refinancing through knows how incompetent they are, they will waive needing this history. If I never receive it, I will find out who to complain to so that maybe they will get hit with a fine.
I kept the guy's info they sent to me, just in case. I am glad I did. I may just give him a call and thank him for allowing Suntrust to share all of his personal info with me. Maybe he will get upset too.
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