Mortgage paid off on 2/1/2103 in full; Automatic mortgage payment also processed same day (excess payment of $2,100). Called 2/8 to report overpayment and ask for refund, was told by representative that it would be credited back to my bank, expect it in 5-10 days. Called on 2/20, was told by representative that they sent me a check on 2/11 and I should have received it by now, wait until 2/25 then call back if still not received. Called 2/25 (refund of $2,100 still not received), was told by representative that "no the check wasn't sent to you, it was sent to the fund processor in Hickory, North Carolina." I asked why and they stated I must have set it up with my bank, I responded I don't think so, and they said call my bank. Called my bank and they indicated very clearly that it was not set up in their autopay service. I went back to SunTrust website and by clicking through the "Pay My Bill" Icon, it brings up 3 options for payment: SurePay, BillPay, or e-pay" and I then remembered I used e-pay for my payments (a link on thier website).
Called back (2nd call of 2/25), and was told that e-pay is a link on their site but they don't support the service at all, it is a third part and that is where they sent my money back in check form. I asked why they didn't just send it to me since it was MY money, and they stated it is their policy to send it back in check form (not electronically) back to the direct payer (in this case their e-pay service provider). They gave me the phone number of e-pay (1-800-480-0958 and told me I needed to call them. I called that number and the rep on the line told me that I should have never been given that number as it is for SunTrust only to utilize and he would see if he could connect me to someone to help, after 15 minutes of hold music, I got transferred to SunTrust Bank and a representative (after explaining my situation) told me that I was connected to the Bank and not to the Mortgage company and I needed to call SunTrust Mortgage. Called back (3rd call for the day) and expressed in detail my extreme frustration on this run-around and I still don't have the $2,100 I'm owed, in addition it will be affecting my checking account by the end of today because I had planned on that money being there. This rep decided to call e-pay service himself, placing me on hold, and after a while came back and stated that e-pay service didn't have record of receiving their check yet and it hadn't been "long enough" to re-issue a check.
So for 25 days they have mucked around with my $2,100 and I still don't have it. I would not recommend SunTrust Mortgage, nor their e-pay service to anyone at any time. They do not take any customer ownership on the service they promote customers to utilize.