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Frequently Asked Questions

From first time homebuyers to longtime homeowners, understanding mortgages takes some research. We’ve pulled together a one-stop shop for the most frequently asked questions mortgage questions.

Frequently Asked Questions

Can I pull my mortgage financial information into a budgeting tool to help me manage my finances?

From the budgeting tool of your choice, select SunTrust Bank and follow the prompts. Your information will be populated in the tool for easy budgeting! For more information, click here.

Mortgage Clients Only:  At this time, clients who currently use Quicken and Mint budgeting tools cannot access their SunTrust Mortgage information via those tools. However, if you are also a banking client, your mortgage information is available if you select SunTrust Bank and use your SunTrust.com online banking login and account information. SunTrust is actively working with our financial budgeting tool providers to find a solution for this issue.  For questions, please contact our Client Services department at 800.634.7928, Monday through Friday, 8 a.m. to 8 p.m. and Saturday, 9 a.m. to 3 p.m., ET.

Who should I contact to discuss payment assistance?

We are here to help you. We want to assist you with resolving issues that affect your ability to make timely mortgage payments. Whether your challenges are temporary or long term, we may have options to help.  The sooner you contact us, the quicker we can evaluate your circumstances to determine the best options available for you. We will assign a specific Home Preservation Specialist to review your situation and guide you through the process. To discuss payment assistance, please contact a Home Preservation Specialist at 855.223.4680, Monday through Friday 8 a.m. to 10 p.m., and Saturday 9 a.m. to 3 p.m., ET.

Who should I contact if I have questions?

General Inquiries – You can reach a member of our Client Services Department at 800.634.7928, Monday through Friday 8 a.m. to 8 p.m. and Saturday 9 a.m. to 3 p.m., ET.

New Loan/Refinance – You can reach a Loan Officer in our Consumer Direct Department at 800.330.4684, Monday through Thursday, 8 a.m. to 8 p.m., Friday, 8 a.m. to 6 p.m. and Saturday 9 a.m. to 1 p.m., ET, or you may click here to find a Loan Officer.

Trouble Making Your Payments – You can reach our Mortgage Payment Solutions  Department at 800.443.1032, Monday through Friday 8 a.m. to 8 p.m., and Saturday, 9 a.m. to 3 p.m., ET.

Insurance Renewals/Bills – You can reach a member of our Insurance Department at 866.515.2139, Monday through Friday 8 a.m. to 8 p.m., and Saturday 9 a.m. to 3 p.m., ET.

Click here for more information.

What is escrow?
  • An escrow account is a separate account that is established to collect homeownership-related expenses such as property taxes and insurance.
  • Once a year, you will receive an escrow disclosure statement that details what was paid from escrow and projects the coming year expenses.
  • The total annual costs for homeowner related expenses are divided equally and collected over twelve months allowing you to pay a portion into escrow each month when you make your total mortgage payment.
Why is the principal balance on my monthly billing statement not my payoff amount?

Your principal balance is not the payoff amount because the interest on your loan is calculated in arrears. For example, when you paid your August payment you actually paid interest for July and principal for August. The payoff amount also includes any escrow adjustments, release fees, and other charges and credits due on the loan.

Who do I contact to get a payoff amount?

To get a payoff amount, please call our Client Services Department at 800.634.7928, Monday through Friday 8 a.m. to 8 p.m. and Saturday 9 a.m. to 3 p.m., ET.

How can I payoff my loan more quickly?

The Bi-Weekly® Mortgage Payment Plan is an option to consider if you are looking to build equity faster and pay your home off quicker.1

Here is how it works: Have half of your monthly mortgage payment drafted every two weeks (set up automatic debit)2 and you go from making 12 full mortgage payments to 26 half payments (this means you make the equivalent of one full extra mortgage payment per year). Your two extra half payments will apply to Principal.

Enrollment in this program means making two payments in the month of your first draft to sync up with this advance payment requirement. If this additional payment is not possible, SunTrust Mortgage offers our recurring automated payment program that may allow you to accomplish a similar goal. With automated monthly drafting you have the option of adding additional principal to your payment, enabling you to pay off your mortgage earlier or build equity faster without the advance payment requirement. Additional information can be found at www.suntrust.com/home-mortgages or by calling us at 800.634.7928, Monday through Friday 8 a.m. to 8 p.m. and Saturday 9 a.m. to 3 p.m., ET.

1 Benefit to the consumer in the form of building equity is through extra payments applied to principal only. Equity gains assume property values remain stable. The number of months of early repayment achieved by enrolling in this program depends on the overall length of time remaining on your mortgage term, with longer remaining terms generating greater benefit. Consult with a professional financial advisor when considering switching to a bi-weekly mortgage payment schedule.

2 Sufficient funds must be in your bank account at the time of automatic debit.

What are my payment options?

At SunTrust Mortgage, Inc., we understand our clients have unique preferences. That's why we offer you choices to fit your lifestyle. Whether you choose to make payments online, by phone or by mail - we want to accommodate you! Click Logon to My Account to learn more about our various payment options.

Can I access my loan information online?

Yes, you can access your loan information 24/7. Click Logon to My Account and create your secure username and password to access your mortgage loan information, view and print an electronic copy of your monthly mortgage statement, update your contact information, obtain a copy of your 1098 form, sign up for email alerts and much more.

Customer Service
800.786.8787 (800.SUNTRUST)

Online Banking, PC Banking, Bill Pay, and Mobile Banking
800.382.3232

TDD (Telephone Device for the Deaf)
800.854.8965

International Toll Free
800.ST.TRAVEL (800.7887.2835)

New or Existing Mortgages
800.634.7928

Mortgage questions
Complete a Contact Us form

Write Us

Request for Information or Notification of Error


Federal Law permits you to contact us in writing regarding your account in order to request certain types of actions and/or information (with exceptions). These requests include (1) a Qualified Written Request (QWR), (2) a Notice of Error (NOE), and (3) a Request for Information (RFI). If you submit a QWR or NOE, please include your name, loan account number and the reason you believe the account is in error. If you submit a RFI, please include your name, loan account number and the specific information requested.

Please send all Qualified Written Requests, Notices of Error and Requests for Information regarding your SunTrust Mortgage to:

SunTrust Mortgage
P. O. Box 26527
Richmond, VA 23261

Mail All Other Payments and Payoffs as follows:

Mortgage Payments
With or Without Coupon:
SunTrust Mortgage, Inc.
P. O. Box 79041
Baltimore MD 21279-0041

Overnight Mortgage Payments
SunTrust Mortgage, Inc.
Attn: Payment Processing
RVW-3042
1001 Semmes Ave.
Richmond, VA 23224-2245

SunTrust Mortgage Payoff Dept.
SunTrust Mortgage, Inc.
Attn: Payoff Department
RVW-3102
1001 Semmes Ave.
Richmond, VA 23224-2245