On XXXX XXXX I called XXXX XXXX regarding an issue with my monthly statement that was the exact same issue I had last year. Since she was able to help then, I thought she would help me this time. I was wrong. She said she was able to help last year because I had a complaint on file. While I was on the phone with her, she transferred me to another department and I spoke to a guy who said he would put a copy of my CORRECT XXXX statement in the mail immediately and that I would receive it by the middle of the following week. That never happened. So on XXXX XXXX, when I still had not received my correct XXXX statement, I filed a complaint with the BBB. My complaint was NOT resolved and I never did get a CORRECT XXXX statement. My grace period for paying my XXXX mortgage payment was up on XXXX XXXX and since it was obvious I was n't going to get any actual customer service, I went ahead and made my XXXX payment and crossed out all the wrong numbers on the payment slip. My payment also included additional principal as it has for the last 2 years. My check for {$2400.00} cleared my bank on XXXX XXXX, which means suntrust received my payment on time. Then the statement I got for my XX/XX/XXXX XXXX due date says that I have {$2100.00} in " unapplied funds ''. That is my monthly principal amount and it should have applied correctly. The additional principal I paid was applied correctly. My XX/XX/XXXX XXXX statement says I owe {$4200.00} which I absolutely DO NOT. When I called on XXXX XXXX to try to get the " unapplied funds '' issue resolved, the rude woman on the phone would n't even let me finish my sentences so I hung up. I called and left a voicemail with the escalation department and their voicemail says they will return customer 's calls the next day. They have never called me back and my mortgage is still a mess. I did not choose suntrust as my mortgage holder, it was sold to them, and I never would choose them. Their customer service sucks and they need to fix the mess with my account that they created and correctly apply the thousands of dollars in principal payments I 've sent them. They also need to return customer 's phone calls or change their voicemail to something that is n't lying to customers. 
